Aptive Environmental, LLC

Ben M [redacted] was amazingAfter a misunderstanding about our service, he came over and throughly explain everything that was going onHe explained what needed to be done, how long it would takeHe answered all our questions and put our minds at ease

Tell us why here..We have actually been trying to contact Mr [redacted] every time we do get them on the line he does hang up on us and fortune he has called the people names before he does thatThe notes we have in the system here are he wanted to cancel his service on the 11th is the reason why we did not come out on the 12th For the reason why nobody answered the phone nobodies in the office on Saturday so there is nobody to answer that dayFor every time we try to talk to him about it and fortunately he hangs up the phone we've actually contact him several times I try calling him and emailing him so we can resolve this

WOW The service from Sam L was excellent He worked hard, communicated well, and was very resprctful Ayisha, the person who answered Alterra Pest's phone, glad-handled me and did not understand the reason for my call I requested she have a manger call me back, but it has been 5-days and no call Overall, field personnel were great and office personnel were not

Our quarterly service is an exterior treatment and the inside is included upon request at no extra charge when or if neededAs 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: [redacted] signed up for service on June 12, 2017, Agreeing to a month agreementIn the service agreement and the welcome letter gone over with her it’s states that if you cancel service before the 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 Ms [redacted] paid dollars for the initial so in turn she would owe dollars for not completing the month agreement that was signed and initialed

Hello ***,I'm sorry to hear that you had pneumonia and I sure hope you are feeling better!! I have reviewed your account and it looks like we have called you without responseI sincerely wish you had contacted our office regarding this because we could have easily helped to have resolved this with youI see that you contacted our office on 8/requesting to cancel the appointment 8/That appointment was cancelled however it looks like there was technical error and the appointment was rescheduled for 8/and notifications for that service were sent out 8/I apologize for this mistake! I will gladly remove the balance for this service and we can reschedule the appointment for a time and day in the next week or two that would be convenient for youAgain, I wish you had contacted us so that we could have been made aware of the error and corrected it right away for youThe service you have with us is a General Pest service and we do not treat for nor handle reptilesI'm sure that was scary to find that snake! Please contact our office to schedule the service that is due and I will make the adjustment and on the accountWe will talk to you soon!

Your account is discontinuedYou have a balance and you are taken off the mailing list per requested

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 have received the disputed funds into my account as promisedI thank the Revdex.com for aiding in this favorable resolution and for Aptives desire to make this dispute right and for providing a lesson learned for myself as a customer Sincerely, [redacted]

Friday, February 02, 2018RE: Revdex.com Complaint [redacted] To Whom It May Concern, Our Customer [redacted] contracted service with Aptive on 04/14/The original month agreement was composed of one Initial Service, and four Quarterly ServicesThis agreement along with its accompanying terms and conditions were explained to Mrs [redacted] by our Route Manager Rafael M*** When Mrs [redacted] signed the original Service Agreement our Route Manager, Rafael M***, explained our service type, service schedule, billing terms, the initial service discount and how the recurring quarterly service works He outlined on the calendar on the Service Agreement the months in which we would be providing services and their accompanying costsBefore beginning the initial service, our Service Professional Darrell Hairston, reviewed with our customer a “Welcome to Aptive” checklistOur 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 placePlease note that the Service Professional who serviced the home was not the route manager, Rafael M***, who originally enrolled the customer into our “Four Seasons Protection Plan.” In the “Welcome to Aptive” letter, the customer verified that the billing information was correct and read about and understood our service scheduleDuring this time our Service Professional explained our service guarantee, our billing terms, the initial service discount, the initial service visit and future quarterly visitsThis occurred on 04/15/2017.In Mrs [redacted] ’s complaint to the Revdex.com she states that after our first treatment she began to see roachesWe keep records of all our inbound calls and never received a call indicating a pest issue after our first visit Upon attempting to return for our day follow up visit Mrs [redacted] texted our offices saying she needed to reschedule for a weekend We willingly complied and pushed her appointment for a Saturday Upon sending her the reminders for the Saturday appointment Mrs [redacted] again texted the office that she would need to reschedule because her Grandkids were over and were sick We reached out to Mrs [redacted] via phone call on 6/5/to explain the importance of the day follow up visit, which was now severely past due, as well as to attempt to set a firm appointment to provide this treatment The customer at this point, on 06/05/stated that she was seeing “roaches” indoors She additionally asked to push the appoint until 6/17/so that she would have the funds to pay for the appointment Though this put her day follow up treatment, which is necessary to break the egg cycle of pests, days past her initial visit, we agreed Our standard services do indeed cover many species of roaches The exception to this is German Roaches As you can see in our Service Agreement, German Roaches are a separate warranty not covered by our services German roaches are the fastest breeding species of cockroach and require multiple treatments and time to bring under proper control Additionally, Mrs [redacted] indicated originally to our Route Manager that she was having “water bugs”, or Oriental Cockroaches, in her bathrooms The issue lies in Mrs [redacted] ’s complaint to the Revdex.com stating that she “never had roaches” prior to our treatments It is clear from Mrs [redacted] ’s Service Agreement that she did indeed have and was aware of a roach infestation inside the home The roaches were upon inspection identified to be German Cockroaches which require an additional warranty in order for us to treat After Mrs [redacted] ’s visit on 6/17/17, she sent in a Star review of the services saying “Very friendly!! He did a good job and was attentive to my concerns!!” This review was received on 6/18/ In our efforts to help Mrs [redacted] with her pest problems we provided a Free Reservice on 07/29/and followed up with her Via phone call on 8/4/ During this conversation with our Customer Loyalty Specialist, Mrs [redacted] stated that she had not seen a single bug since our last visit She informed us that if she had issues she would call us for another Free Reservice.Upon attempting to return for Mrs [redacted] ’s quarterly visit on 9/15/17, which needs to occur every days due to the degradation of the products over time, we were turned away Mrs [redacted] texted in that she would call us to schedule our appointment At this point we placed phone calls to Mrs [redacted] on 9/26/and 10/2/and were finally able to schedule her appointment for 10/7/ We additionally provided another Free Reservice on 10/28/18.On 10/17/Mrs [redacted] spoke to our Customer Loyalty Specialist Keith Griffin who explained the German Roach warranty and why it was needed in Mrs [redacted] ’s circumstance Mrs [redacted] did not want to pay for the separate warranty and did not or would not understand why they were not included with the other roaches under her service plan Again, German Roaches are the fastest breeding species of cockroach and require extensive time and treatments to bring under proper control WIn Mrs [redacted] ’s complaint to the Revdex.com she states that she is unhappy with services provided and with the results We are happy to provide treatment to Mrs [redacted] for the pest covered by our standard services, however, in order to properly and effectively treat for the species of cockroach infesting Mrs [redacted] ’s home we would require an additional warranty and cost Additionally, the treatments are only effective if we are able to treat on a proper service schedule It has proven difficult to treat Mrs [redacted] ’s home and lapses in our recommended time frames for which treatment needs to occur will have a detrimental effect on the effectiveness of the treatments Attached are the customer’s signed Service Agreement As stipulated in Mrs [redacted] ’s Service 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 $and the discounted price of the initial treatment.” Mrs [redacted] was given a substantial discount off the cost ($229.00) of our initial service; a discount wholly contingent upon completing a month agreement This is also stated in Mrs [redacted] ’s “Welcome Letter” under the heading “Agreement Terms” Mrs [redacted] ’s desired resolution to the Revdex.com complaint is to have all monies paid returned to her plus an additional amount for a coffee machine As a courtesy we will waive the final balance owed by Mrs [redacted] , $and ensure her account is closed We will not refund what she paid for not only her regularly scheduled treatments but free treatments in between these visits It would be unconscionable to request such as we did provide treatments, reservices, etcand it clearly shows on Mrs [redacted] ’s Service Agreement that German Roaches were a separate warranty and that she was aware that she had some type of roach in the home before we ever started services.Best Regards,Nat H [redacted] – Branch Manager – (214)

Hello ***,The payment reflecting on your statement for $was the charge (including late fees) for the service performed at your home in NovemberSeveral attempts were made to process the payment with the card you had on file for auto bill after the service was completed but the card was declinedMultiple attempts were made to contact you via telephone and email to correct this billing issue with no responseThe charge processed when funds were available 1/31/The charge for the service performed 2/has been removed from the account, as I said I would doThe balance on the account of $is the amount you were discounted off your first service in JulyThe twelve month agreement has not been fulfilled and the reimbursement is asked to be paid and will not be waivedThe payment can be made over the phone, through the mail, or onlineHave a great day!

You are correct, any time after your scheduled quarterly services, you do have the warranty which covers you for free re-servicesThe bill was from a service performed and if you have taken care of the balance on the account please disregard the amount owed Please call the office tomorrow and ask for Brian directly and he will speak with you about the situation- - 2847, we want to solve any issues between you and Aptive

Per the confusion on the matter I have voided the contract and refunded the amount back to the customer yesterday before I originally responded to the complaint I called and left another message for the customer on 07/13/at 11:AM

We appreciate the time Ms [redacted] took to let the Revdex.com know of her concerns When our customers have concerns, we have concerns In this case, our rep did talk to the family and the ***'s did express interest in having our service They even showed us proof of their last pest control provider so that we would price our service accordingly, which we did In addition, after the representative left, and on the day of the service, our service pro (technician) reviewed the entire process with them to make sure there was a complete understanding and agreement before we proceeded, even the cancellation policy; and they signed that document as well I have attached a copy of the original agreement for reference and I'd be happy to supply other docs if necessary.Having said that, we would love to work with them to resolve the concern We would love a chance to show them what we do and would welcome that opportunity

Complaint: [redacted] I am rejecting this response because:the salesman craftily misrepresented the agreementHe came to spray (actually I was not sure if they sprayed or notI saw them sitting in the car) that day before bringing the contract to make it bondingi want cancellation of the contract and waive of early termination fee Sincerely, [redacted]

Mr [redacted] ,We show record of having one service with Mr [redacted] From the notes it looks like there was some confusion with the appointment time that we had for himYou expressed frustration with us before we arrived at your homeWe resolved that concern and serviced your home.Two days later we received a call about the paint on the carAfter reviewing the footage that was emailed to us, Aptive has serviced over a half million homes and has never heard of anything like that happening beforeIf customers account is cancelled before year there would be an early cancellation fee due to the fact that a one year agreement was signed and initialed

Very pleasedProfessional experience

I contacted the customer and addressed her concerns with the problems that she had with our serviceWe were able to resolve the issues and put into place more information on her account to help avoid any more problems in the futureWe are going to continue to work togetherThis complaint has been resolved with the customer

Complaint: [redacted] I am rejecting this response because I was not informed there would be a charge for the day serviceI was under the impression that it was free of chargeThe documents were explained in detail after signatures and initials, not before Sincerely, [redacted]

I was able to speak with Mrs*** this afternoon and I feel we had a productive conversation with the understanding that what she experienced is not something that Aptive condones nor tolerates I sincerely appreciate Mrs [redacted] for taking the time to bring this matter to my attention so I can properly deal with the individual

Complaint: [redacted] I am rejecting this response because: We are moving into temporary housing The sales person informed me that we could move the service if we purchased another home, but we are not moving into a permanent home I had asked if we could cancel the service if this should be the case and he assured me it wouldn't be an issue All I had to do was call Sincerely, [redacted]