Aptive Environmental, LLC

Thank you for the opportunity to respond to this complaint. On 05/13/2016 [redacted] contracted Aptive to provide residential pest control services at the residence. This agreement was for a service to be provided on a quarterly basis for a total of five services.  On 5/13/2016 The first...

service was provided to the home. This is the initial service and is designed to rid the home of up to 80% of the pest activity. On 06/08/2016 The second service was provided to the home. This is the first of 4 quarterly services to the home. This will service will help rid the final 20% of pest activity left at the home and control the newly hatched insects around the home while putting up a barrier to keep the home pest free.  On 9/28/2016 The third service was provided to the home. This service and all reoccurring services will keep the home protected from future pests.   On 9/29/2016 we received a call from the customer claiming the service had been canceled. Our customer service let the customer know that we had no record of the cancel request and would forward the concern to management. On 10/4/2016 a call was placed to the customer with no answer. A message was left asking for a call back. The cancellation request was then processed and the account was closed but the charge on the account remained for the service on 09/28/2016. Our office shows contact was made with the customer on 11/09/2016 and an agreement to pay the outstanding balance was made for 11/11/2016. Our office continued to make contact with the customer to help resolve the situation.  I am sorry if the customer feels as if they were being bullied into paying the bill as this is not our intent and not allowed by our staff. Our goal is to make sure the balance is not sent to collections and can be resolved with our local office.We are open from 9 am to 5 pm Monday-Friday and are always happy to help our customers. I can personally take the call if [redacted] would like. My name is Kevin B[redacted] and our number is 314-774-2847.Thanks,

On 6/25/2016 [redacted] signed a service agreement and a welcome letter stating he is in a one year agreement with Aptive. Also on the service agreement it does state that we will be back to his home within the next thirty days for his first quarterly service. On 7/18/2016 we sent [redacted] an e mail...

stating we will be at his home 7/19/2016 for his first quarterly service if this day or time does not work for him please feel free to call our office to change his appointment. We never received a phone call from Partha, so we went his house on 7/19/2016 and serviced his home for pest. On 8/10/2016 [redacted] called in and asked what he was being charged for, we explained to him that it was for his quarterly service on 7/19/2016. He said we never had permission to come to his home and service his house. Which we explained by signing the agreement it does give us permission to service the outside of your home. He wanted us to wave his quarterly fee which we did not. On 9/22/2016 [redacted] called the office again because he did receive another bill for his quarterly service. Which we once again explained to him that he was in a year agreement with us. He was then transferred to the Branch Manager, I explained to him that he was in a year agreement and I also verified his e mail with us, I also sent [redacted] another copy of his agreement.  He then asked for the sales reps phone number so he can speak with the door to door sales rep who sold him the agreement. I gave [redacted] the phone number of the sales rep and told [redacted] to call me back and let me know what happened. I never received another phone call from Partha. What I am willing to do for [redacted] is wave his cancellation fee with us but Aptive does still expect [redacted] to pay for his Quarterly service that was done on 7/19/2016.

To whom it may concernUpon my first conversation with Mrs [redacted] she revealed that she had never actually looked at a copy of the contract that her husband had signed. I guided her towards that contract and directed her attention to the clearly visible calendar that states the months of the year in order and shows the price to be paid under each prospective month included in the contract. Not only is it stated at that point but before her service my service professional went over what we call our "Welcome Letter to Aptive" In that letter it also states that the quarterly payments would be $129.00.Before my conversation with Mrs [redacted] she called my office twice asking when her future services were and how much they are. After receiving all of that information she stated that  "that sounds good for now" we tried to update her payment type on file to pay for her initial service, she stated that she would send in a check. At this point in an act of good faith and to fulfill our side of the contract we are more then willing to remove the cancellation status and fulfill her remaining services at the price of $129 per service after the [redacted]'s have paid for the services already completed.Once again I will include a copy of the signed contract with the service calendar and prices clearly visible.

To whom it may concern,This customers issues were handled in person by our Service Manager after several communications we confirmed that she is happy and we have handled all aspects of her complaint.

Hello [redacted],I apologize for my delayed response! I have reviewed your account and first would like to say I am sorry that you felt lied to and misled. That is not the way I want our customers to feel! We try our best to be as transparent as possible so miscommunication does not occur. We are a...

general pest control service which does not include mosquitoes. We handle ants, spiders, roaches, and all other general pests around the home which are listed on the target pest section of the agreement that was emailed to [redacted]. Mosquito treatment is a very specialized service typically installing a mister system or something similar. I see no notes of the mosquitoes being a concern in the special instructions on your agreement. It is noted that you were having problems with roaches and fleas. The quarterly pricing reflected both on your Service Agreement and the Welcome Letter that Brandon, our Service Pro, went over with you reflect the same pricing. The agreed amounts were $49 ($53.04 with tax) for the initial service and then $109 ($117.99 with tax) for the quarterly services that follow. I have attached a copy of both the Service Agreement and Welcome Letter for reference. The account has been closed as requested. If you would like to reinstate the service and fulfill the remainder of the contract we are happy to be here for any general pest needs you have. If you would like the account to remain cancelled we do ask to be reimbursed the discount you were given off the initial service. The initial service is typically a cost of $229 however that service was discounted to just $49. The difference is a balance of $180 ($194.85 with tax).I really hope that we can move forward with a positive relationship! Especially after your 5 star review you gave after your first service on 6/7! Look forward to speaking to you soon!

We make a good-faith effort to clearly communicate the terms of the agreement before the first service is completed. The terms of the agreement are outlined in the service agreement. I have attached the service agreement for your consideration.The initial service was completed on June 2 for $49. We...

offered you a discount of $180 in exchange for 4 more services at $109 each. The agreement states that you agreed to pay back the $180 discount if you did not complete the additional 4 services.Furthermore, you called in to cancel service on September 29 after completing only two services. You were informed that you would be charged the $180 discount, which you agreed to pay.We offer to reactivate your account and resume service as originally agreed to. We will also include a $30 credit towards future service. However, if you insist on closing your account than the service agreement will be enforced and you will be billed for the full $180 discount.

We spoke to Mr. [redacted] today and scheduled a free re-service for tomorrow to address the voles. He has as many free re-services available to him as he wants. I am not sure if he filed this complaint before or after we spoke to him today. Mr. [redacted] was informed upon signing up for service that it...

can take between 12 and 18 months to take care of a persistent vole problem. We are doing all we can to take care of the vole problem.

Tom was the service pro who treated my area today. He is thorough and conscientious and I love when he is the one to treat my yard. He solved a huge problem for me with ants that were eating away at a structure in my back yard. He stopped them cold when nothing else had worked. Great job - very pleased.

Tom did a great job with our latest service. He was professional and very thorough! We look forward to his next service. Shawn Y.

After the initial complaint to the Revdex.com was brought to my attention I tried reaching out to Mrs. [redacted] with a phone call.  It looks like the phone number we have on record has been changed to an unlisted number.  I am confident we may be able to resolve any misunderstandings if we could connect on the phone.  It certainly isn’t our intention to waste anyone’s time or cause frustration.  I am eager to get this situation resolved. If Mrs. [redacted]’s reads this message I would encourage her to call me on my cell phone 262-278-0442. Sincerely, Jared D[redacted]262-478-7378Branch ManagerMilwaukee, Wisconsin

To Whom it May Concern,Thank you for bringing this complaint to my attention.  I would first like to state that we never want our customer's to feel that they are unable to communicate questions or concerns with us and hopefully this dialogue will help to clarify and resolve any customer...

concerns.  Service for Mr [redacted] was indeed provided on 6/14/2017.  Per our service agreement we will notify customers of upcoming services at least 24 hours before the service takes place.  These service notifications were sent via text, email, and voice call on 6/13/2017.  Also per our service agreement services on our customer's homes will continue on a quarter to quarter basis after their initial 12 month term has been completed unless/until we receive a 30 day written notice of cancellation.  Certainly it is not our intent to provide services to customers who no longer wish to receive them.  Additionally it appears from the customer complaint that there has been difficulty in communication which we will look into and address in our local office.  At Aptive our goal is to deliver WOW with every customer interaction, as well as have our customers 100% satisfied with every service we perform. I apologize if this has not happened in this instance.  In an effort have our customer leave feeling like his complaint was heard and addressed I have as of the date of this response closed out his account with us and zeroed out any balances owed.  Thanks for your consideration. Best Regards,Nat H[redacted]Branch Manager

I spoke with Mr. [redacted] yesterday morning and we resolved his dispute. We had a good conversation, I am grateful he took the time to reach out and provide feedback.

Good morning [redacted],My name is Greg M[redacted] and I am the branch manager for the Northern Virginia service area. I have looked into your account and went through the transaction and notes. After reviewing the notes and the agreement I have decided to refund your money for that service back to you....

Your account has already been cancelled so there is no problem going forward, and your billing info had been removed. I went through our check and credit card processing company to refund the amount of $89 from 9/20 back to your account. I apologize for the inconvenience.  It usually only takes 3-5 business days to show back in your account. I will be sending a confirmation email to your personal email on file also containing all of the transaction details for the refund.  Regards, Greg M[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. I would like to start up the contract again. This time please schedule times with me preferably on Saturday.
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] signed a 1 year agreement for pest control service with Aptive Environmental with the first service being done on 6/6/2017. The agreement stipulates us performing the initial service, approximately 30 days later performing the first quarterly service and then a quarterly service...

every 90 days after the first quarterly service. A welcome letter was signed before the first service was done letting the customer know of the conditions of the agreement including an initial discount reimbursement for the discount that was given on the first service if the agreement is not fulfilled. A $180 discount was given to them on the first service. The welcome letter also lets the customer know that they may have free re-services if problems persist. The initial service was done on 6/6/2017. The first quarterly service was done on 7/12/2017. On 10/5/2017, we notified the customer of an upcoming service scheduled for 10/7/2017 with both an automated call and an email. Shortly after the notifications, Me [redacted] called and requested to cancel his service. My customer service agent explained the initial discount reimbursement (IDR) with the cancelling of the agreement before it was fulfilled. He must have indicated that there was a problem with the previous service since she offered to perform a re-service for them. Re-services are done free of charge. The note by my customer service agent on 10/5/2017 states “Customer called to cancel his service. I explained the IDR and offered a re-service. He said he will talk to his wife and call us back.” We do not have any record of a return call from him so the service was again scheduled for 10/30/2017 with an automated voice call as well as an email being sent on 10/24/2017. We received no response so our service technician went to service the home on 10/30/2017. The customer told him not to service the home. The service technicians note states “customer asked that we not service right now. plz call them before rescheduling”.   The service was then scheduled again for 11/7/2017 and notifications were sent on 11/2/2017. Both our vehicle gps tracking and our database tracking systems show that our service technician was at the home that day at 4:11 pm.   On 11/8/2017, Mr. [redacted] called again stating that he wanted to cancel service. He was accusing us of not returning calls, however we cannot find where he called us in our call system. I then authorized my customer service agent to go ahead and let him cancel his account and we waived the $180 IDR.   We then received this Revdex.com complaint and so in good faith, I have refunded his $111 charge today (11/14/2017 which will take a few days to be returned to him by the banks involved) for the service that was performed on 11/7/2017 since he claims that he was home and nobody ever came. I believe that we have been more than fair with Mr. [redacted] by waiving his $180 IDR and refunding the $111 for the last service done even though he did not notify us of any continuing issue and by failing to call us after he spoke to his wife regarding the re-service that was offered.   Thank you   Alan B[redacted] Aptive Branch Manager

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]

I was able to speak with our customer and we were able to resolve her issue to her satisfaction.

Jimmy R was excellent, very professional and clearly wanted to do the best job possible for me. thanks so much.
[redacted]

To Whom it May Concern,   I am sorry to hear that Mr. [redacted] has been dissatisfied with the services we have provided.  At Aptive we strive to provide “WOW’ with every service and customer interaction we have.  If this did not happen in this instance I sincerely apologize.  The...

pests Mr. [redacted] describe can certainly take more than one or two treatments to bring under proper control.  We stand by our work and would be happy to come out to reservice any customer’s problem areas upon request and free of charge to them.  As this is no longer an option Mr. [redacted] would like to explore, we will close out his account.  Currently Mr. [redacted]’s account has a past due balance from the last quarterly service we provided.  Additionally, because he was under a 12 month agreement, we would normally charge him the discounted cost of the initial services he received for terminating his contractual obligations early.  As a courtesy to Mr. [redacted], and in an effort to resolve his concerns amicably, I have voided out the balance owed and any additional balances which would be generated.  At Aptive we never intend a complaint to escalate beyond what we are willing and able to resolve in house and appreciate the Revdex.coms time in this matter.