Aptive Environmental, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am not interested in pursuing additional services at any cost and my previous signature should not be used to infer that I have any interest in continuing service. Thank you.
Sincerely,
[redacted]

We take these claims seriously. I have researched the details regarding your account. Please review the results from my inquiry. I would like your response to help reach a resolution.We make a good-faith effort to communicate the terms of the service before the first service begins. [redacted] had...

agreed to accept a $180 discount on the initial service in exchange for 5 quarterly services, priced at $109 each.We record the terms in writing. I have attached a document labeled 'Service Agreement.' This document outlines the terms of our service. It was organized by our sales representative, then was agreed to and signed by [redacted]. Please note the initials by the credit card information where [redacted] volunteered to use as payment for each service.I have also attached a document labeled 'Welcome Letter.' This document was organized by our Service Manager before the initial service was completed and was signed by [redacted]. Please note the initials next to all 7 points of service and the signature at the bottom.These two documents state the terms of the service and were both signed and initialed by [redacted]. If we did not get the signatures on file, we would not have completed the service.If you are experiencing pest problems, we would love to set an appointment for a free reservice to correct the problem. When you called us on June 9 @ 8:23am, you had agreed to set that appointment to treat for ants, but you had decided against it later and cancelled that service.Please accept a $30 credit as an act of good faith to resolve the issue and continue with the pest control service as was agreed to.

On the 6th at 1:52 pm we responded to a message that was left that Mrs [redacted] would like a service preformed we called and left a voice mail responding that we would be happy to come out as quickly as we could and take care of her needs. By 2:00 pm we had a service set up for the 9th of June...

for an AM appointment (which means it would be taken care of between the hours of 8-12) to take care of any and all pest issues. On the day of that service we had multiple service professionals call out so we were not able to complete the stops we call that morning at 11:30 AM on the 9th and offered to reschedule for as quickly as we could and even that day looked to still try and come out  but it wasn't possible for us to. Afterwards she refused further services or to reschedule. At 11:43 the called was ended and notes on the account were recorded.

I have reviewed Mr. [redacted]'s account as well as the notes. Normally, we do the first service and follow up around 30 days later. We came back out on 8/9/2017 and serviced the home. Mr. [redacted] called and wanted a refund for the service, which we honored for the issues at hand. In the notes it was...

stated that if Mr. [redacted] chose to cancel services before his 1 year agreement was up there would be an Initial Discount Fee. That is the difference in the price the initial normally cost and what Mr. [redacted] paid. The cost would be 130 dollars.

We do sincerely apologize for the interaction that occurred between this individual and our sales representative.  We do hope that all of our door-to-door interactions are positive.  We do have 1000+ sales representatives that knock 100,000+ doors everyday.  Negative instances like...

the one described are very uncommon, however when they do occur we take them very seriously and always investigate.  We will follow up with the sales rep directly regarding this interaction.  It is common for our sales reps to quickly glance at people's yards for ant mounds and eaves for spiders and wasp activity.  Since we are a pest control company we look for possible pest activity before we knock on the door.  Again, we sincerely apologize for the interaction that occurred with our sales representative and we wish you the best.

On the 2nd of October we informed Mrs [redacted] that Maryland state law requires us to use that phasing but that typically only have spot treatments which are done in the yard and are listed on the invoice. Product information has been provided on service invoice detailing what products were used and...

where. I will send a detailed break down of the service.

I had the worst ant invasion in the 10 years I've lived in my home. I called Alterra and Jason was awesome on the phone explaining their service and guarantees and got me in as quickly as possible. Brenden is the Service Pro who came out and he was polite, knowledgeable, friendly and sincere. I am grateful to Alterra for helping me solve this buggy problem!
-[redacted] in Simi

As I already stated, the contract was signed only after their employee lied, which makes it fraudulent.  I have reservations speaking to these folks on the phone, as it is not recordable whereas email is. They have already proved to be untrustworthy  why would I trust them now. They have my email and they know how to contact me.  They choose not to because they don't want what is said to be recorded. I exchanged several emails and they offered nothing not even to say they would look into it. Which is very telling and how they conduct their business. They prey on people who will concede to their fraudulent practices, but I will not. This is not a service that I needed, I switch from somebody else and have proof of that. Why would I switch from a company to another one that charges me more? Obviously they promised they charge me the same price which they did not.  I'll pay for the one service they came out for and that isn't not a penny more.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]Phillip

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me.
 Thanks so much for your quick actions on this case. I did receive a call from the business (Brian) promising they will 1) refund the charge, 2) remove my credit card from their file and not use it without my permission, and 3) not contact me in the future about their service. However, the actions may take 3-5 business days to follow through. So I am waiting to see at least the refund credited back to drop the case. Thanks again, [redacted]
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

After the initial response with the customer on 6/15/2017, I did try to reach out to the customer to resolve this issue in a mutual beneficial way. I fear we might not have the best contact information for him. After review of his account we have decided not to charge him the reimbursement fee. At this time his account balance is 0.00 with no pending or recurring services.

Hello Mrs. [redacted],While is it only company policy and extra precaution we take to advise children under 12 months and woman who may be pregnant to leave the home for 2 hours after treating inside the home it is not a regulation for use on the label. We take these extra measures to ensure the safety...

of our customers and their children. I apologize for any alarm that this situation may have caused you to feel for yourself or your child. I see that we have reached out to you twice on 9/22 and 9/27 to discuss this situation without a response. You account has been cancelled and I removed the Initial Discount Reimbursement fee. If you would like any further information about the service that was provided or have any other questions please reach out to our office, 512-290-2847.Thank you,Kristen Q[redacted]

I am rejecting this response because: We have tried your service for 6 months, 4 different services. You did not contact me and a 2nd time when I was not home. I do have the first contact voicemail but not the 2nd. Why should I do yet another service that IS NOT WORKING. I have to take time out of my day for your re-service. The issue is not in the house. You do not need access to the inside of my house. You are an untrustworthy business and I do not want you in my house. This is an easy fix for you. Cancel the service and I owe nothing.  We offer a good-faith solution to resolve the problem. It is odd that you are experiencing ant problems this late in the season. In addition to a $30 credit towards future service, we would love to come back for free to inspect and treat your home if there is an ongoing problem. Our Service Professional has inspected your home and found no activity on the outside of your home. This is why we ask that you show us the pest activity on the Red Flag service so we can address the exact problem that you are having.When we spoke on 11/8, you agreed to give us the opportunity to correct the problem with the free Red Flag service scheduled for 11/10. You missed that appointment. If you prefer, we can set this appointment up for a Saturday or another weekday of your choosing.Should you choose to close your account without giving us the chance to identify and correct the problem, then you would forfeit the discount given on the initial service. We would much rather correct the problem going forward.

When the sales person came to my door to sell this company he lied to me about everything.. He said that I would get the same person every time for service. He said "his" company sprayed the entire yard not just by the house, which was a lie also. I told him that I would give them one time chance and if anything changed in bugs etc I would cancel. He said that was fine. I had a service prior to this and he said they were 100% better and natural vs chemical. When I started seeing bugs and mice again within a two month period I canceled and said because the salesperson misinterpreted everything to me. He even called and apologized for lying! I would not trust this company. Then they made me pay for three services.

The Initial was paid $49.00 but that was based on the One Year Agreement, the original amount is 229.00 and what was paid was 49.00.. So the difference would be 180.00.. We only ask for this amount no future services just the Initial Service discount for a service rendered.. We already offered to waive the Quarterly service of 109.00 which was serviced and money owed. So instead of 289.00 we removed the Quarterly Service rendered of 109.00 and are only asking for the Initial Discount amount of 180.00 for cancelling before the 1 year committment.. I cannot and will not waive all amounts work has been completed and we have already made a generous offer based on their current situation..

We regret that you had a poor experience with our service. We aim to maintain high quality customer service and look to make a good faith effort to resolving your concerns.The initial service was completed on September 1, 2016. We agreed to complete that initial service for free ($0) with the...

understanding that you committed to complete 4 additional services over the next 13 months for the price of $89 / quarter. Our records show that you still have one outstanding service remaining as part of that agreement. We attempted to come out and complete that service on 8/29, but that service was refused at the door. The terms of the agreement were executed as agreed to and you were charged the $219 discount that was given on the initial service.Furthermore, the agreement states that if you are experiencing pest control issues through that service agreement that we would come back and treat for free to address the issue if you called us to tell us that you are still having pest issues. You have not called us to let us know that you are experiencing ongoing pest issues. If we knew about the ants and the wasps, we would be happy to come back for free to guarantee our work.As an act of good faith to resolve the issue, I will reverse the $219 discount fee and reduce that discount fee to $89. I also offer to setup a free reservice for us to come out and take care of the ants and the wasp problem that you are currently experiencing. Let us know if you wish to accept our offer and resolve the dispute.

that's not suffice . The only thing that would make it fair is u do the next appointment for free and credit my card the 229 back . Then I'll stay . Thanks 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did receive calls from Aptive which I returned each call and left messages as soon as I was available. On February 6th at 3:45 PM my wife returned a call she received from Aptive and was told they would not talk to her. This company is not customer friendly, places blame on the customer and is hard to deal with. I no longer want to do business with Aptive.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution is very satisfactory to me.
As promised, the company has released me from my contract to them without a cancellation fee.
Sincerely,
[redacted]