Aptive Environmental, LLC

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.

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

Mrs. [redacted] has called in before when we have answered the phone right away and she has had to leave a message before which we responded to promptly. Mrs. [redacted]e's first bill was sent one day after her first service on 7/12 and then again on 7/25 and again on 8/3 and again on 8/10 until we finally...

received payment on 8/16. I am not sure how that appointment got canceled if she did not call to cancel it. Aptive is more then willing to send someone (even our service manager) out today or tomorrow to service your home free of charge. Aptive fully intends to do whatever will make Mrs. [redacted] a happy customer and uphold our end of the agreement. Aptive fully intends to hold Mrs. [redacted] to the contract she agreed to and signed.

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.

As we currently stand, you have refused our good-faith effort to resolve the issue. You have elected to close your account before completing all 5 services that were included with the FREE initial service. As such, your account has been charged the cost of the initial service. Please let us know if you decide to accept our offer; a 50% discount off your next service which can be scheduled for any Monday. We will also credit that $229 payment towards future service.

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]

This is only my first service, but Roger M. was polite, speedy, informative, and professional. He made sure to remember all the important details. Thank you.

To Whom It may Concern,  My name is Trevor M[redacted], Branch Manager for Aptive Environmental Orange County, after reviewing the account I see we have dropped the ball when the customer stated she was having ants indoor on 10/13/2017. Our goal is to deliver WOW with every customer...

interaction and address issues as they appear. When the customer called in with ants indoor protocol is to send someone out to address the issue, regarding the 7-10 wait period we ask customer to wait for the residual affect of the material to take affect. But in Mandy issue with ants in the kitchen we should have sent someone out immediately. I will be removing the amount due because of this and making sure the customer has a zero balance on the account. The account itself has already been cancelled and will be addressing issues like this with my staff to continue to grow and better ourselves..  Thank You Trevor M[redacted] Branch Manager

Response to Complaint #[redacted]:   On May 21, 2016, one of our route managers approached Mr. [redacted] and signed him up for a one year service agreement with Aptive Environmental.  The service agreement is for one year and includes the Initial service plus four seasonal treatments over the...

course of a year and then continues on a quarter to quarter basis.   All terms of the agreement are discussed at the time of signing and then, once a convenient start date and time are chosen, the Initial service is booked and subsequently, the signed service agreement is emailed to each customer for review.  Two days later, on May 23rd, our service professional performed Mr. [redacted]’s initial treatment.  Prior to executing the first service, each professional presents a “Welcome Letter” from Aptive which covers all of the key points of the service agreement, including the discounted price of the Initial Service and the pricing of each quarterly service.  The document, along with the original service agreement, also explains the process for cancelling an account prior to fulfilling the agreement, which includes paying back the initial discount given on the first service.  The welcome letter is then initialed by the person who receives the initial treatment by the six key points discussed and then signed and dated at the bottom, confirming the receipt and understanding of the welcome letter.  A physical copy of this is left with each customer for review as well.   The process of going over a service agreement and welcome letter help to ensure that each customer understands the agreement and what they will receive with Aptive Environmental’s seasonal treatment plan.    To this date, we have received no other complaints or agreement disputes about Mr. [redacted]’s route manager, Michael A[redacted], who has proven to be reliable and forthright in helping to build our routes and customer base here in Aptive’s Cincinnati location.   Upon speaking with the customer, he admits he may have misunderstood the agreement terms and did not understand he was paying anything more than the $99 plus tax for the entire year.  This is something he has done on his own for years and would not have signed up for reoccurring charges.  We have settled the account between us reasonably at this point with the closure of his account.  I have asked Mr. [redacted] to please contact us in the future if he encounters a pest problem which he does not think he can control, as Aptive would love to have him as a customer to help solve his pest control needs, now that he understands the service better.

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. However this is a extraordinary assumption for our conversation has not yet taken place. 
Sincerely,
[redacted]

Great goup of people, polite and courteous, and on time.

Mr [redacted],We are sorry for your dissatisfaction with the service that we have offered thus far. With our services at Aptive we have our initial services and then, Quarterly services.  The Initial treatment is a flush out treatment, we spray 1FT By 1FT around the base of your home and...

granulate into the yard, spot treating up to 30 feet out from the home. This service takes care of 70% to 80% of the pest that you're currently seeing. We come back about 30 days later to get rid of the rest of the pests and the eggs that have hatched. We do this by using a different product, spraying 3FT by 3FT around the base of the home and treating out into the yard with granules. We also re-sweep the eaves as we do every time we come out for service. Some pest take more services to control and so we do offer free unlimited re-services, to make sure that we can get the issue under control. It can be a frustrating process, but we as a company will continue to service until we have conquered the goal. Part of the process may be using different products as pests can become immune to the products we have already have used. Our main concern at Aptive to make sure the customer knows there house is under warranty at all times. We want to make sure that there is no pests getting on the inside of the home. If we can have our service manager come back out to service Mr. [redacted]'s home, I believe that we can solve any issue.  Thank you,Kyle

On 8/12/2017 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 her initial service.  Our...

initial service is typically priced at $229, but we gave her a discounted price of $49 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 8/14/2017 stating that the welcome letter had been covered and the customer understood each of the points.   When our technicians came to the home for subsequent visits, the customer refused service.  Our customer service rep spoke with the customer on 10/30/2017, and explained the initial discount reimbursement fee.  The customer said they would call back.  The customer refused another service on 11/6/2017.  At that time we closed the account and applied the initial discount fee as called for by the service agreement.  We are willing to reopen the account and complete the original agreement.  This would allow us to remove the initial discount reimbursement fee.  If the customer does not want to finish the original agreement, we just ask that they reimburse the discount given.

[redacted], First off, I am so sorry about the delayed response and that you had a negative interaction with one of our sales representatives. If possible I would like to try to get more information from you so that I can talk to the individual about what happened. It pains me that you...

would have a negative interaction with a sales rep with aptive.  Please call my office at your earliest convenience: 913-894-2847.  Best Regards,  Blake C[redacted]Aptive Environmental - KC913-894-2847

To whom it may concern, RE:Revdex.com complaint by Mr. [redacted]      762 Nw 162nd Ave      Pembrooke Pines, FL 33028      786-586-9049On August 18th 2016. Mr. [redacted] signed up with Aptive Environmental for a year agreement. On August 20th...

2016. We came out and did the initial application for Mr. [redacted]. As per the agreement, we discounted the initial service from 219.00 to just 10.00 under the agreement that he would stay with us for a year (no less than 5 paid treatments) and that if he had any problems we would come back free of charge for a free re-treatment. In the agreement with us it states that he would reimburse the initially discounted amount if he chose to discontinue within the first year.We then came out to do his first quarterly to break up the egg cycles on September the 15th 2016 for the agreed upon amount of 89.00. At that time neither payment has been made. The service professional that did the treatment put that he did in fact treat for mice inside and out, leaving an exterior bait box. The bait box’s that we use is created by the manufacturer to be tamper resistant to K9’s of all type. They are also warrantied by the manufacturer. So, it is not impossible, but highly unlikely that a small Yorkie could chew through the outdoor bait box. On November 2nd 2016, Mr. [redacted] called in because he wanted to discontinue his services. His original issue with our company is that he still had mice/rats and did not want to continue. My office staff then told him that he was part of a year agreement and he refused to let us back out there. She asked why and that is when he brought it to our attention that he feels like we are at fault for killing his dog. We take these kinds of complaints very seriously so he was transferred to the Branch Manager Tony to help him with his issues.Tony Spoke with him about the situation and asked to see our bait box that his dog chewed through. He said that he no longer has it because the Vet took the bait box when he took his sick dog to the vet. Tony then asked if he took any pictures of the chewed-up bait box as validation for the claim. Mr. [redacted] said he did not. So, then Tony told him he would work with him and come to an adequate resolution of he then went to his vet and got proof from the vet that it was infact our products that made his dog sick. Mr. [redacted] said he would send that information in. Since that conversation, we have called Mr. [redacted] 19 times in order to clear up his account with us. We never got ahold of him and left numerous voicemails. On December, the 22nd of 2016, since we were unable to contact Mr. [redacted], he was sent to collections for the full amount. At that time, he had not paid for any of the services. The initial being discounted from 219.00 to 10.00 plus one quarterly of 89.00 plus the reimbursement agreed upon of 209.00 for a total of 308.00Resolution: We are more than happy to work with Mr. [redacted] to come to a reasonable resolution if he is willing to provide some sort of documentation from his vet that it was in-fact our products that effected his dog. Or if he is to give us our equipment (the bait box) back or some sort of picture validating his claim. Please respond to this as soon as possible so we can assist you further.

I have attached our service agreement and welcome letter in response to this complaint. Per our agreement we have no such service listed in our target pests and specialty pests sections. In fact in no area of our agreement does it state that we treat for mosquitoes. We have no individual named Tyler...

that sold the [redacted]'s this service agreement. Upon receipt of the first service we perform a welcome letter that goes over our scope of service. This has been attached. It appears Mr. [redacted] signed and initialed this document. Regarding the ant issues we are happy to come out this week and take care of any ant issue around the home. What day would work best for the [redacted]'s?

We have received very professional and friendly service from Joshua W.

We apologize for the issue. We aim to offer quality service and would love to make this right.We are glad to hear that you were pleased with the initial service on June 12 and saw the reduction in ant activity. You had accepted a $130 discount on the normal initial service price and agreed to a...

total of 5 services over the next 13 months in exchange for the $130 discount.A quarterly service was scheduled for October 13. We notified you via phone call, text message, and email on the morning of October 10 asking you to keep the back gate unlocked so we can service the full property on October 13. We serviced your home on October 13, however the back gate was locked. Our Service Professional serviced what he could, then marked your invoice asking you could call the office to schedule service to complete the backyard.You claim to have called at closing time on Thursday, but the voicemail message was scrambled and we did not receive your name nor phone number. We had no way of knowing who to call back.You called in on October 23 to close the account. We have reviewed the recorded phone call and would like to clearly communicate and reaffirm our desire to resolve the issue. The expectations from our service are that you will see a significant reduction in pest activity. Our guarantee is that we will come back for free to take care of any ongoing pest issues. The first time that you contacted us about ongoing pest issues was on October 23. As an act of good faith to resolve the issue with the backyard and spiderwebs, we offer to schedule a free reservice and we also offer a $30 credit toward future services.However, if you refuse us the opportunity to resolve the issue and if you intend to cancel service rather than accepting our good faith offer, then your account will be charged the $130 discount that you accepted on June 12. I have attached a copy of the 'Service Agreement' and the 'Welcome Letter' for your consideration. Both documents outline the terms regarding the $130 discount, as well as our guarantee to ensure customer satisfaction.We would much rather treat your home and help you fulfill the terms of the 'Service Agreement.' Please advise of how you wish to proceed.

Our quarterly service is an exterior treatment and the inside is included upon request at no extra charge when or if needed. As before, we are happy to transfer the service to your new property address and provide the treatment there if you would like.

To whom it may concern:I am sorry for any confusion we might have caused but every time we received a request to cancel your account we have tried to respond with a confirmation phone call from one of our office staff. On each occasion we left a voicemail on the phone number attached to the account....

With no confirmed cancellation with the customer the account remained open. We are now contacting you through email and would be more then happy to resolve your concerns through email if that is more convenient.