Aptive Environmental, LLC

We have spoken to a customer and consider this complaint resolved.

On 5/31/2017 Aptive treated your home with two products. One of those products is a bifen granular where we spot treat the yard. This product steeps down into the ground to help prevent pest from coming into your yard. We do not spray your yard with product we only spray your foundation with our...

product. Looking at the pictures, it looks like the grass has been killed. Since we do not spray your lawn with any products that could not of been our doing. If you do water your lawn in the middle of the day there is a chance that the water can sit on top of your grass and burn your grass. We do have your account cancelled out with us and we will no longer charge your card on any other services.  Thank you

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

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.

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.

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]

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

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.

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.

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.

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]

Mr. [redacted] received his first service on 6/14/17.  The 30 day follow up was on 7/12/17.  (see GPS verification) Per the service agreement, any time a customer is upset with the service provided, or with the amount of pest activity, Aptive will return at no cost to retreat the property and...

house.  At no time did we receive notification from the customer that they we not satisfied for the service or they experienced an increase in pest activity until Mr. [redacted] called to cancel.  Had we received communication from him we would have promptly returned and performed the service over.  While listening to his complaints he was offered a free  quarterly service, valued at $117.99, and this was refused.  It was they explained to Mr. [redacted] that if he dose not allow us to treat his home for free with the re-services that we offer, nor accept a free quarterly service, we would enforce the Initial Discount Fee as outlined in the 12 month agreement that he signed.  We were told by Mr. [redacted] to cancel his service, which is what we did, per his request.

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]

This account was completely handled and closed with the customer on 7/25/2017 at 4:41 PM Est.If you have any questions or concerns please call us at 412-353-7378!Thank You.

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..

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]

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]