Aptive Environmental, LLC

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.

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.

Joshua did a great job and was very thorough and professional

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.

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]

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]

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.

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.

[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.

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

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!

To whom to may concern:I have looked into the account and have found the account under the name [redacted]. The service agreement and welcome letter which are attached were signed and initialed by [redacted] was also sent an agreement to his email right after signing. The service includes an...

initial service and 4 quarterly services for a total of 5 services. The first service was discounted to $49 dollars from the normal $229. The quarterly prices after that are $109. We did refund one of the charges of $109 as a courtesy. Part of the agreement that was signed states that if you cancel your agreement before the all the services are completed, we ask that you pay the difference in the discounted price for the intial service and what it normally costs, which would be a fee of $180. Our service does have free unlimited reservices if there is still pests in a consumers home, because it is pest control and does require regular and mutliple services.

Dear [redacted] Family,The manager you spoke with is Isaac, he is the Service Manager. I am so sorry to hear about your experience with. I will go ahead and waive the balance due on the account and I'll give you a call well. My name is Robert H[redacted], I'm the Branch Manager. Thanks,Rob H[redacted]

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.

Mr. [redacted] contracted with Aptive Environmental on 6/21/2017 (contract attached).  Mr. [redacted] contracted with us to perform five pest control treatments at the residence located at [redacted].  In exchange for agreeing to a minimum of five treatments,...

Mr. [redacted] received a $184.28 (WA state sales tax included) discount on their first treatment.  Aptive had completed two of the five treatments, on 6/22/17 and 7/28/17 per the contract, and had not heard any complaints or requests for free warranty work to be performed when Mrs. [redacted] called on 10/18/17.   Mrs. [redacted] called and canceled the contract on 10/18/17.  Per the contract, if canceled prior to completing five treatments a reimbursement of the discounts received will be applied to the approved payment on file.  Per Mrs. [redacted]'s request Aptive cancelled the account and charged the approved card that is on file, thus adhering to the terms of the contract.

It is common for new customers to see an increase in pest activity for the first 2 to 3 weeks.  This is stated in the service agreement.    As the customer has stated, there was a reservice scheduled for 6/30/2017 as an anytime appointment.  This means that our service...

technician may arrive anytime between 8 AM and 6 PM.  He arrived at the customers home at 1:26 PM and treated the exterior of the home.   The customer's quarterly treatment was scheduled for 7/13/2017, also as an anytime appointment.  The customer called into the office at 10:41 AM for a time frame and was told 330-530.  This appears to have not been communicated to the service professional.  The service professional had a note to provide an hour call ahead.  The service professional left a note saying he had done so, but he arrived at 2:17 PM, which was before the estimated time frame.  Because the customer was not home at this time the service professional did not treat the home.   We are willing to schedule this appointment again at a time that works best for the customer.  The branch manager reached out to the customer on 7/14/2017 and left a voicemail. Please see the attached agreement for information.

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]