Aptive Environmental, LLC

Ben was very polite and professional Cool guy!

I am sorry with your experience that has taken placeAccording to the service agreement it shows that the first service was free of chargeAfter the first service there is four Quarterly services at 119, that was signed and agreed toWe have record of [redacted] calling in a couple times, at which we explained the service to her and thought we had resolved any concerns We are willing to work with you in a payment plan to pay for the servicesAs of now your account is active and has a balance of for the last Quarterly serviceIf you do wish to cancel before the month agreement, that was signed for it would be an additonal $Like I said before, We are willing to work something out and continue to keep your home pest free

My name is Mike and I am the Branch Manager of the Nashville locationAs soon as this issue was brought to my attention, I reached out personally to Mr [redacted] There had been several misunderstandings from the different points of communications and I am happy to say that we were able to reach a satisfactory outcome with the customerI am always available if further action is neededI've left Mr [redacted] with my information to contact me personally should anything else ariseFrom my conversation with Mr [redacted] , we both feel the issue is resolved to our mutual satisfaction

Great thorough and complete service by the tech Chad This is our first service with Aptive and would completely recommend it Cant beat the price for the service!

Our records do indicate that the customer called in prior to their service on 8/24/to cancel their account The service on 8/24/should not have been performed It was a mistake on our part The service charge for that service has been refunded and the customers account is now closed The Branch Manager left a voicemail with the customer on 8/29/informing them of the mistake and the action taken to rectifyThe customer may return the call if they have further questions

Complaint: [redacted] I am rejecting this response because:I am providing proof of the ignored emailsThe last one which would have caused me to overdraft if I was not proactive in stopping paymentI understand you corrected the payment request AFTER I had to tell you that no one showed upGreat customer service right there and are you not going to address the $dollar credit in which Brianna had stated she would put onto the account? Also you should look into recording the phone calls as your representative hung up on meIt’s companies like this that make me regret going with a more reputable company like ABC pest or TermanixWhy should I pay for a service that is full of lies that doesn’t hold their end of the contract? The last actual service you did was give me glue traps and spray roomsThe backyard and front yard were not addressed like your email saysWhich is obviously not trustworthy as I received the completion email with the picture of some guy to tip if I liked his service and all that was done during my “service” Sincerely, [redacted] ***

Much better than the other company we used after noticing an increase Informative, courteous and professional, Nako G [redacted] was more than helpful and are very optimistic about this new service! Thanks Nako and Aptive -Brandon K [redacted] and Colleen L***

To whom it May Concern: [redacted] signed up for service and agreed to the prices of dollars a QuarterHe completed a total of services and was cancelled out after fulfilling his agreement and was not charged a cancellation feeHe did have one reservice when he was a customer which are free of charge at any time while a customerThe agreement has been cancelled

Mr [redacted] 's account # [redacted] has been cancelled as requested Also, we will not attempt to contact him further The customer's original agreement still requires that he pay $as a reimbursement fee for the initial service that was provided on 6/2/ That service was provided at a discounted rate of $ The service is usually $ Please again review the welcome letter and service agreement for details (See attached)

The Initial was paid $but that was based on the One Year Agreement, the original amount is and what was paid was So the difference would be We only ask for this amount no future services just the Initial Service discount for a service renderedWe already offered to waive the Quarterly service of which was serviced and money owedSo instead of we removed the Quarterly Service rendered of and are only asking for the Initial Discount amount of for cancelling before the year committmentI cannot and will not waive all amounts work has been completed and we have already made a generous offer based on their current situation

Complaint: [redacted] I am rejecting this response because:Your door to door sales man sold me the contract falselyI have a witness when Robert told us that It would be yearlyContract whether it was read or not is not shown or emailed to you until after you sign on they're IPadSince calling the Canoga Office on 10/25/and spoke with Jesse and Elizabeth about the charge $that still hasn't been processed by themI informed them upon discovery of the quarterly charge that Robert they're salesman lied to get the sale and sold the contract under pretensesThey told me I would have to speak to Mike Cheney the manager and that he would give me a call backIt has been days and still no callToday I have received a message and email for an upcoming appointment for tomorrow 10/31/after I told them to no longer schedule appointments and just a week after the lastI called the office today again and spoke with Jesse on why hasn't Mike called me regarding the customer issueShe stated he hasn't been in the office at all because he's been on the fieldShe said that he takes the truck and equipment home and goes from thereI can't believe that Mike can't take a minute to respond to a customer issue by at least calling me backBut it's interesting that they had time to respond to the Revdex.com complaintA phone call takes less timeShady business practices need to be explainedBy the way your "treatments" have done nothing with my pest problemsWe have more spiders coming inside than beforeWe have pictures of spider bitesTake your pick on which to break my contractOne of their workers filled his tank with water with my hose to spray around the houseI saw no additive added to the tank which he stated is what they doShadyI want you to forget I was your customer and cancel this contract sold by a lying salesman Sincerely, [redacted]

I will go ahead and refund the last payment to your account

Keith * was extremely thorough and very easy to work withHe even went the extra mile removing spiderwebs inside the garage in addition to the outside of the house I'm glad he's the service pro we will be having!

We certainly understand the frustration about continuing to have pests after treatment is provided For this reason we provide free re-services in between the regularly scheduled services Attached is the agreement that shows the service schedule of April, May, August, November and February The Initial was discounted for $down to $and was serviced in April The next scheduled was performed in May Per the agreement the quarterly service had a charge of $ Some homes never require us to come back in between the services, and some home require multiple services to get the pest problem under control Under the terms of the month agreement it states "...the customer agrees to pay the difference between $and the discounted price of the initial treatment." For this reason when Mr [redacted] called to cancel he was first offered to have us come out and re-treat at no additional cost to him He refused this offer He was then reminded of the month agreement that he signed and agreed to prior to his initial service I have also included the Initialed and Signed Welcome Letter and our Service Professional went over with Mr [redacted] initialed that he understood that "If pests return between treatments, inside or outside, Aptive will gladly return and retreat your home at no additional cost Please note that to control some pest populations several treatments my be required." He also initialed that he understood that "If I cancel before the twelve-month agreement is completed, I agree to pay the difference between the regular initial treatment price and the discount given.We will gladly return as many times as necessary to fulfill the agreement and perform free re-services as necessary However if Mr [redacted] chooses to cancel his agreement he will be charged for the discount given for the first service

Complaint: [redacted] I am rejecting this response because:As I submitted earlier today, I never received the Welcome Letter nor the agreement when this was first set up Sending it after the fact does not justify billing to cancel.The salesman flat out lied and the service techsaid he could not do what the salesman promised Why would I continue with this company? Sincerely, [redacted]

We performed our quarterly service on 9/9/This was Mr [redacted] 's first paid quarterly serviceOn 10/Mr [redacted] requested a return appointment for roaches and antsWe provided service on 10/6/for no chargePer our agreement our quarterly services are rendered once per quarter and in between appointsments are free of chargeDuring this visits baits were applied for ands and Intergarted growth regulators and bait were applied for the roachesBoth of these treatment methods are proven to be more effective then spraying for such insectsHowever, we are happy to apply this treatment as wellIf Mr [redacted] was still having issues after the baiting he could have called back again for free treatmentWe reached out to Mr [redacted] at the end of November to schedule his next quarterly treatment in December per his agreementAt such time he cancelled his contact and the appropriate early termination fee was appliedWe are happy to refund the early termination fee if Mr [redacted] will schedule his next quarterly service and finish his original contractThis is our desired solution

Our sales representative, Tom W [redacted] (not Brad M [redacted] ) met with this customer on 5/7/at which time a year pest control agreement was signed which includes an initial service an quarterly servicesWe do not offer any kind of "trial" period for our servicePer our agreement (this customers agreement is attached) there is a service calendar which shows the services and price of each service under month that the service is dueThe pricing for this agreement is documented below thatBelow that it shows that he opted for our easy pay with his credit card information listedOn the 2nd page of the agreement is addresses that it is a month agreement in bold letters and it also explains that if the agreement is not fulfilled that the customer agrees to pay the difference between our regular initial price of $and the discounted priceSo, according to this agreement if this customer does not fulfill this agreement they have agreed to pay back the $discount given on the initial serviceIf a customer wants to start service with us and have no year agreement, the initial price is $The date that the initial service was scheduled to be done was 5/9/between 10-amThis agreement was signed by this customer and an email with the agreement was emailed to him at the email address he provided.On 5/9/2017, my service professional Brad M [redacted] went tho this customers homeBefore we service ANY new customer's home, my service professional goes over our "Welcome to Aptive's four seasons protection plan" which contains most of the same information that is on the agreement including the pricing, the duration of the agreement, the repayment of the discount if not completed to name a fewIt also includes information about "our pest free guarantee" stating that "pest problems between regularly scheduled treatments may occur with some homes..." and that "Aptive will gladly return and retreat your home at no additional cost"This welcome letter is required to be signed by an adult in the homeWe want to make sure that there are no misunderstandings with this program BEFORE we perform any serviceAttached is also a copy of the signed welcome letter.We performed the initial service on 5/9/per the agreementPer the agreement, we return in about days to perform the first quarterly service and on 6/9/our service professional went to do the serviceAt that time, the customer told our service pro that "he no longer lives at the property so he has to cancel"Our office staff called and left a voice message to discuss the cancelling of the agreementHe did not return our callSo when his next service came due in September 2016, since his agreement was not cancelled, his home was scheduled for serviceThe service was completed on 9/12/and the payment was run on 9/15/On November 23, he called wanting to cancel service claiming that he never saw a decrease of bugsMy customer service agent looked at his account notes and saw that he had never let us know that there was a problem so we could perform a free re-serviceShe explained the free re-service option to him but he declinedShe began to explain the agreement to him and he replied "that's not what I signed up for" she started to try to work with him and he said something to her that she could not understand and then hung up on herSo his account was still not cancelled because he refused to listen to what the agreement said and work with us to cancel the agreementWhen the next service was due, our service professional went out and his mother said that he had cancelled (which he never followed through properly with us) and was unhappy that we showed up againAgain my office staff tried to follow up with him but were unable to get into contact with him.We have been fulfilling the agreement as it was agreed upon from the beginningIf he wants to cancel his service and the agreement, that is fineWe just ask that he follow through with what he agreed upon in the agreement and repay the discount that was given to him on the initial serviceWe would be happy to make sure any pest problems that may continue are resolved if he would have just called us and let us know of the issueOur goal is to take care of each customers pest issue, but we cannot do that if we are not made aware of a continuing problem.As it stands as of now, we have performed the initial service on one quarterly serviceThere are still quarterly services remaining on the agreementWe would be happy to work with him if he would give us an opportunity to discuss it with him without him hanging up on usThank you,Alan B***Branch Manager

Attached is the solicitor permit for the individual that set up the account with Mrs [redacted] I would like to note that door to door solicitation is protected under the constitutionWhether an individual is registered with a certain municipality they are soliciting in or not, does not constitute any aspect of it as "illegal" or void any agreement made between a sales representative and customerAll customers who enter into an agreement are given a hour grace period to back out of the agreement without any stipulations or penalty, even if the service had been performed.I would also like to reiterate that if there were any misunderstanding, or for the sake of argument, misrepresentation, with the representative that set the account up on the first visit, we always have our Service Professional go over all of the details again with the customer before they actually perform the first serviceThis is the customer's opportunity to let us know that any portion of the agreement was not understood or misrepresented so as we do not find ourselves in a particular situation such as this oneThe agreement had been gone over and signed for on one day with the sales rep, and then on a completely separate day, with a different person, the technician, the welcome letter was gone over, highlighting the important aspects of the agreement and service expectations, including the fact that if the customer does not fulfill their end of the agreement, the discount given must be paid back.In addition to the solicitor permit, I've attached the portion of the agreement again, and the welcome letter, both highlighting in yellow these sections in which [redacted] had signed and initialed next to.I want to be extremely clear in stating that at no time, whether it was by ***, or the two times that [redacted] called us, was there any address of concern in regards to the level or quality of services performedNot at any time did [redacted] himself address any concern at all, let alone a service concern, as stated previously, the two times he called our officeBetween the four calls in total by [redacted] and ***, had we been informed that there were any concerns as to the physical service provided, we would have welcomed the opportunity to have them addressed and we would do anything necessary to accommodate themWe have a 100% satisfaction guarantee on our serviceWe understand that there is no magic to pest control, and that some houses will need additional treatment or custom tailored service to meet the customer's needs or expectationsIn the agreement and welcome letter, this is clearly statedWe have a no questions asked, unlimited, free reservice policyWe will come out repeatedly, at our expense, to resolve any customers concern as to our service or results.Furthermore, we had not actually sent out a technician to Mrs [redacted] 's home without her permission, even though the agreement itself provides this explicit rightWe did in fact send out notifications that there was to be an appointment, in which she subsequently called us back to say that she needed it to be a different day and we complied to her requestOnce we set up the appointment, she called the very morning of it to say that that day would not work either and rescheduled it again, again accommodating Mrs [redacted] The time frame of these appointments is detailed more explicity as follows:6/27/- A voice reminder of Mrs [redacted] 's first Quarterly was sent out for the second treatment to be performed on 6/28/176/28/- Mrs [redacted] calls us to state she does not like working with a company that "just shows up without notification." We have no problem rescheduling her for 7/3/per her request.6/30/- A voice reminder confirming the appointment on 7/3/was sent out.7/3/- Mrs [redacted] calls to inform us that something came up and 7/3/actually will not work for them to be serviced and asks for the morning of 7/7/instead.7/6/- A text message was sent out confirming the appointment on 7/7/17.7/7/- At 12:52, the technician scheduled to service Mrs [redacted] 's home called ahead to let her know he was on the wayMrs [redacted] turned the technician away, over the phone, because she needed a morning appointment and would be rescheduling.7/13/- In not receiving a call back from Mrs [redacted] to reschedule, we sent out another notification the the second service is due and we would be coming out to her homeThis is the point in which [redacted] makes his first call to us and asks to close the account and never call him again.Charging any customer the discount for terminating the agreement early is never a positive outcome for the customer, or ourselvesWe never have a problem working with a customer when they have special requests or need additional servicesEach time Mrs [redacted] had a special request, we accommodatedIf there were further concerns, or additional tailoring that needed to happen to make Mrs [redacted] , or Mr [redacted] satisfied, we would have happily compliedIn Mr [redacted] 's phone calls to us, it is clear that there was no interest in addressing concerns or coming to a resolution, which tied our hands and limited our actions to only one choice, charging the account for the early termination.I would still very much appreciate an opportunity to make good on my word of wanting to come to a reasonable resolution with Mr [redacted] and Mrs [redacted] It is not a problem at all to reinstate the account, have any reservices that they feel are necessary to happen to get their pest situation back under control, at our expense, and then get them back on the Quarterly cycleAs we had demonstrated up to this point, we would of course continue to always notify them before we come out to service the home and give them the opportunity to reschedule if it does not work for them

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 A huge thanks to Cam N [redacted] for going above and beyond in ensuring we arrived at a rapid and customer-oriented solution Sincerely, [redacted]

To whom it may concern:We were contracted for a general quarterly pest service with this customer on 9/2/We began service on 9/5/but at that time the customer rescheduled service for 9/9/During this treatment we were made aware of a yellow jacket issue near the shed in the back of this homeUpon inspection these nests were found to be located underground In our agreement that was signed prior to our inspection it clearly states under wasp coverage:"WASP COVERAGE: Wasp coverage is for visible exterior nests only (up to feet above ground)It does not include wasps/bees nests inside walls or soffit areas, and also does not include removal of bee hive"Regardless of this and in an effort to provide quality customer service we used treatments to help with this specific issueWhen it comes to the treatment of wasps, yellow jackets, and hornets the best way handle the issue is to remove the nest, in this case if we do not have access to the nest we can not fully warranty the complete control of the nestThe customer called in continuing to see yellow jackets around her home so we explained again the process for successful removal of the issue, but again in an effort to provide quality service we returned for a free re service on 9/20/and treated the areas the best that we could without access to the nest that was undergroundImmediately the customer called in demanding a better solution, after discussing it for a third time we set up a time for another free re service the following day to try and physically remove the nest while wearing a bee suit in an effort to go above and beyond for this customerThe customer requested a min call ahead before we arrived for the service and when that call was made they felt like it was to late in the day for it to be serviced and refused to let us try and take care of the issueImmediately following that phone call our service professional proceeded to a different customer and performed the same service that this customer denied with more then enough light to complete the jobThe obvious solution is to reschedule a time to have us come out again for another free re service and to put in effort to remove that nest even though it is outside of our service warrantyAs soon as the customer is willing we are ready to take care of this issue Currently they are refusing this serviceIf this customer wants to change their mind please call us and we can set that up as soon as possible!