Aptive Environmental, LLC

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.

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]

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.

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]

To whom it may concern:[redacted] signed up for service on June 12, 2017, Agreeing to a 12 month agreement. In the service agreement and the welcome letter gone over with her it’s states that if you cancel service before the 12 month agreement is completed that all we ask for is the difference...

for what you paid for the initial service and the regular price for the initial service of 229. Ms. [redacted] paid 49 dollars for the initial so in turn she would owe 180 dollars for not completing the 12 month agreement that was signed and initialed.

Joshua did a great job and was very thorough and professional

Complaint: [redacted]
I am rejecting this response because: We called and spoke with a branch manager who would not listen to us.   That was the only option we were given was to pay an additional &180 fee to get out of the service agreement in which no services were rendered.  This business likes to call us liars and that's fine I've uploaded proof that the only pictures they have are of the wrong property. A service agreement says I will pay you when services are rendered not the business takes money whenever they please and provide no service. We went over 4 months before we found another pest provider that came out that day and solved our problems this is not the way you should be running this business. 
Sincerely,
[redacted]

Alterra has great prices and great service! Their quarterly visits keep the pests out of my home and yard and it's great knowing I can have them come out at no charge anytime in between if there is any problem. Today Josh W. helped identify an aphid problem in my garden and treated my plants to stop the issue. Great service!

I called and talked with this customer. She agreed to drop the complaint with the Revdex.com. Please let me know if this does not happen. We discussed the problem and solved the problem on both ends.

To whom it may concern:Looking into [redacted]’s account it looks to have been cancelled. It has also been removed from collections.

Wednesday, December 06, 2017RE: Revdex.com Complaint [redacted] To Whom It May Concern, Our Customer [redacted] contracted service with Aptive on 07/27/2017.  The original 12 month agreement was composed of one Initial Service, and four Quarterly Services. This agreement along with its...

accompanying terms and conditions were explained to Mr. [redacted] by our Route Manager Jeff B[redacted].  When Mr. [redacted] signed the original Service Agreement, our Route Manager Jeff B[redacted] explained our service type,  service schedule, billing terms, the initial service discount and how the recurring quarterly services work.  He outlined on the calendar section of the Service Agreement the months in which we would be providing services and their accompanying costs.  In Mr. [redacted]’s complaint to the Revdex.com he states that the service was never for 5 services.  As per the service agreement (which will be attached) the five services are highlighted in the calendar section of the agreement showing the months we would be servicing. Before beginning the initial service, our Service Professional Kyle A[redacted], reviewed with our customer a “Welcome to Aptive” checklist.  Our customers must sign and initial this Welcome Letter to verify that all the terms of the Service Agreement are understood before the service ever takes place. Please note that the Service Professional who serviced the home was not the route manager, Jeff B[redacted], who originally enrolled the customer into our “Four Seasons Protection Plan.”   Additionally this document states the service to be a one year agreement. In the “Welcome to Aptive” letter, the customer verified that the billing information was correct, and read about and understood our service schedule. During this time our Service Professional explained our service guarantee, our billing terms, the initial service discount, the initial service visit and future quarterly visits. As you can see according to this customer’s Welcome Checklist, the customer has also initialed after each section, verifying that he, the customer, understood these details of Aptive’s Four Season Protection Plan.  This occurred on 07/28/2017, 1 day after Mr. [redacted] originally signed up for services with our Route Manager Jeff B[redacted].To say the customer did not understand the terms of service is highly unlikely because it was explained to him on two different occasions, by two different Aptive representatives.  Once explained verbally, the customer then read and signed two separate forms of documentation outlining the terms of the Service Agreement in detail, as well as the charges our service plan entails. Attached are the customer’s signed Service Agreement and Welcome Checklist.  Upon attempting to return for services in December Mr. [redacted] refused services.  After Mr. [redacted] decided he no longer wanted/needed the services, as stipulated in Mr. [redacted]’s agreement “If for any reason service is canceled prior to fulfilling the agreement, by refusing to receive or pay for service, and the initial service has been performed, the customer agrees to pay the difference between $219.00 and the discounted price of the initial treatment.”  Mr. [redacted] was given a substantial discount off the normal cost ($229.00) of our initial service; a discount wholly contingent upon completing a 12 month agreement.  As per the contract Mr. [redacted] was charged the difference in the discounted price of the initial services and $229.00.In regards to Mr. [redacted]’s complaints to the Revdex.com.  Aptive states in our Welcome Letter as well as our Service Agreement that customers may see an increase in pest activity directly after we spray.  This is due to making harboring sites where bugs live and breed uninhabitable to them.  Certainly Aptive does not somehow bring bugs onto the property, though when we treat bugs are flushed out of harboring sites on the property and will be scrambling to look for habitable areas.  Aptive’s first treatment will result in an approximate 80% reduction of adult activity with the need to return approximately 30 days later to take care of any surviving adults as well as target any recently hatched eggs.  Some pests certainly do require more time and treatments to bring under proper control.  Aptive stands by our warranty to return as many times as necessary to bring pest problems under proper control.  We would be more than happy to address any pest concerns Mr. [redacted] has.  It appears that Mr. [redacted] is due for another quarterly service this month (December).  Since the completion of his last service at the end of September we have not received any communication from the customer that service was not working or that there were continued pest issues.  We rely on communication from our customers if they are having persistent pest issues and would hope all our customers contact us if they are not 100% satisfied with the treatments provided.  It appears that Mr. [redacted] additionally emailed our offices detailing some financial issues which may be making it difficult for him to maintain services.  We are definitely sensitive to this and are willing to work with Mr. [redacted] in regards to pricing and payment plans if necessary.  At Aptive we never want a customer issue to escalate and would love to continue to work with Mr. [redacted].  If Mr. [redacted] decides to discontinue services we only ask he reimburse the cost of the initial service, which we already provided, so that we do not come out under water.

[redacted] signed a service agreement (attached) on June 30th, 2016 with one of our route managers.  She also signed a welcome letter that same day that was reviewed with her before her service was performed on June 30th (invoice attached). We do not have record of [redacted] requesting termination...

of her services within three business days of her initial treatment.  We keep records of all voice mails, phone calls, and letters that arrive at our office and do not have record of any communication from her lawyer.  We did receive a voicemail from [redacted] on September 30th, 2016 requesting to cancel service.  We returned the call and left a voicemail requesting her to call us back that same day.  She called in on October 4th, 2016 and spoke with our service manager about canceling her account.  She canceled her account and was charged $170 according to the terms of her service agreement (attached).

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 choose to have them cancel the account and me owe nothing further. May I request proof this has been done via a return email? 
Sincerely,
[redacted]

On 5/24/2016 the customer, [redacted], signed a 12-month service agreement that included 5 total services.  The five services included one initial service and four quarterly services.  As part of the agreement, our company gave Mr. [redacted] a discount on his initial service.  Our initial...

service is typically priced at $229, but we gave him a discounted price of $99 with the understanding that he would complete his 12-month agreement.  The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service.  In this case, Mr [redacted] agreed to repay the $130 discount he received.In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service.  This welcome letter highlights key points in the agreement including the length (12 months), price, and initial discount fee.  The welcome letter was signed by Mr [redacted], and our service technicians Joe B[redacted] and Justin L[redacted], at the time of the initial service on 5/24/2016 stating that the welcome letter had been covered and the customer understood each of the points.  On 9/30/2016 Mr [redacted] called our local office in Livermore, Ca and asked to close his account.  Our Customer Loyalty Specialist referred the customer to his service agreement, and reminded him that if he wanted to discontinue service we would ask for the initial discount fee he agreed to pay when he signed the 12-month agreement.  At that time, Mr [redacted] said he would finish his agreement but would not like to continue service after the 12-months had ended.  On 10/11/2016 the local branch manager reached out to the customer to try to resolve the concerns of the customer but was not able to get a hold of the customer.Please see the attached Service Agreement and Welcome Letter, signed by My [redacted], as evidence that our company acted in good faith in this circumstance.

Mr. [redacted] set up a service agreement on 6/17 (I have attached his service agreement and welcome letter in this response) At that time we gave him an Initial service for free of charge. With the offer the terms of the agreement were for 12 months and 4 future quarterly services at $89 per service....

On the initial treatment our Service Professional (whom is separate from the sales representative) went over the terms of the agreement and had Mr. [redacted] sign another agreement as evidence that he was informed and understood the terms of the agreement. (I have also attached that document). Service was provided on 6/17 Mr. [redacted] called back on 6/20 to set up an appointment for the interior service that was missed during the initial application. No mention of any issues were ever given at that time. His next service was scheduled for 7/22 and service was provided that day. Payment was never given during that time so Mr. [redacted] owed $89 for that first quarterly visit. On 8/12 Mr [redacted] called for interior treatment for spiders on the interior. We went out on 8/16 and performed that service. At that time, we said we would be happy to come out again at the end of the month to check on the issue. We called on 8/30 and Mr [redacted] said he would call back and that he was busy right now. From that point on no call was ever made to us for any other issues around the home. No payment has been made of any kind to us for the 4 different services that were performed. We called to try to collect payment for the service performed on 7/22 and Mr. [redacted] then indicated he wanted to cancel his agreement. Per the agreement there is a reimbursement fee for the initial service that was given for free. No where in the agreement does it state that the fee was for $20. Our resolution is to continue on with our service and if there is issues at the home come out as much as we need to to solve the issue.

On 6/6/2017 the customer, [redacted], signed a 12-month service agreement that included 5 total services.  The five services included one initial service and four quarterly services.  As part of the agreement, our company gave Ms [redacted] a discount on his initial service.  Our...

initial service is typically priced at $229, but we gave her a discounted price of $5 with the understanding that she would complete her 12-month agreement.  The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service.   In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service.  This welcome letter highlights key points in the agreement including the length (12 months), price, and initial discount fee.  The welcome letter was signed by Ms. [redacted], and our service technician Brooke Deemer, at the time of the initial service on 6/12/2017 stating that the welcome letter had been covered and the customer understood each of the points.   On 8/1/2017 the customer called into our local office and asked to close the account early, due to her customer service experience.  The call was ended by the customer before our customer service representative could remind the customer of the required initial discount reimbursement.  Because the customer had refused service, we closed the account and applied the reimbursement fee required by the agreement.     On 8/8/2017 the branch manager called the customer and was able to resolve the situation to the customers satisfaction.

Complaint: [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. 
Sincerely,
[redacted]

aptive was very responsive when I placed a call to notify them that I was having a problem with ants. They sent someone out the next day to spray the rear of the house. Since then I have not had the problem.

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]

To whom it may concern:The agreement signed between [redacted] and Aptive Environmental was for $89 quarterlies and a 12 month service plan. We do not offer service below this price and would not be an option. The last step of signing up for service with our sales representative is to review...

the agreement details (charges and schedule) and sign. An email copy of the agreement is sent immediately after it has been submitted to the new customer. I have attached a copy of [redacted]'s agreement and it's the same copy she received in her email after signing up with Tyler on 6/11/2016. The service occurred 6/14 which gave her multiple day to review the contract and contact us with any discrepancies or terms of the agreement she did not want to obligate herself to. We will compromise and refund [redacted]'s card for the difference between $96.34 and $48.71 however the service plan will be cancelled going forward. It is not financially possible for us to offer the service for the price of $45 a quarter. If [redacted] would like to continue and receive the quarterly treatments they will be at the agreed upon price of $89 plus tax. Thank you,Kristen