Aptive Environmental, LLC

On 5/5/the customer, [redacted] ***, signed a 12-month service agreement that included 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 $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 The salesman (Austin S [redacted] ) is licensed in California His Field Rep license number through the Structural Pest Control Board is 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 (months), day follow up service, price, and initial discount fee The welcome letter was signed by Ms***, and our service technician Jeremiah Sturgis, at the time of the initial service on 5/6/stating that the welcome letter had been covered and the customer understood each of the points Payment was never received for the initial service, which was priced at $ As part of the agreement, we guarantee service by providing call back services at no extra charge A reservice was provided on 5/22/at 4PM Our records indicate the customer was not home at the time of service Further communications show the customer refusing service and asking to cancel service At the time of cancellation, the Initial Discount Reimbursement Fee was applied for $The customers full balance was sent to a collections agency on 9/15/ We are still willing to honor our agreement and continue to service the customer (including free reservices)This is the second complaint made with the Revdex.com by this customer for the same issue

We are aware of the situation, and apologize that due to an error on the part of our office staff, the service was not removed from our routes as requested by the customer, and as a result she was charged for the service It is our goal to make sure that our customers are completely satisfied with the service they are receiving We would like the opportunity to speak with the customer personally to address her concerns and resolve the matter As of today, July 11, we have issued a refund in the amount of $109, which she should see reflected on her account in the next to business days Again, we apologize for this error and hope to find a way to address the needs of the customer in regards to pest control

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very satisfactory to me As promised, the company has released me from my contract to them without a cancellation fee Sincerely, [redacted]

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

Tom was very personable and listened to my requests, then performed the necessary service He was very kind and I told him that I would request his service again on my next quarter service Great guy!

Upon review of this account, it has already been closed with a $balance Our office will be reaching out to Ms Becker to clear up that misunderstanding As far as her complaints about service went, our notes indicate she had refused to take any further services, stating she never signed a service agreement and she only signed up for services, which she did not complete She did however, complete the initial service plus three out of the four quarterly services agreed upon I have attached her signed service agreement which also includes the service schedule and all terms agreed upon for review On January 26th, 2018, Aptive honored her wish to conclude the agreement for the sake of doing great customer service and hoping Ms Becker would use our service in the future Thank you for your time in reviewing this case, Craig R [redacted] Aptive Branch ManagerCincinnati, OH

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

We have reviewed Mr. [redacted] 's complaint and are eager to resolve this issue in a manner that is pleasing to him. There are two different complaints that Mr. [redacted] raised. The first is addressing a misunderstanding of our price for the one year agreement. Attached you will see the Service Agreement... which shows a total of five services to be completed in the one year service term. The first service was performed at no charge. The remaining four services all have an individual price of $89. In addition we have attached the Welcome Letter which was performed three days after the Service Agreement was signed. This was done by one of our service professional's with Mr. [redacted] . You will see that both documents cover the length and price of the agreement and that all signatures and initials are present. We hope this shows that we are transparent with our customers and that everything was explained and accepted by the customer.The second complaint is in response to the flea issue at Mr. [redacted] 's residence. This is troubling to us and we want to work on this issue immediately. What we would like to offer is to have our service manager service Mr. [redacted] 's home specifically for Flea's. If after two treatments there is no improvement then at that time we will cancel Mr. [redacted] 's agreement with no fee's.

We make a good-faith effort to clearly communicate the terms of the agreement before the first service is completedThe terms of the agreement are outlined in the service agreementI have attached the service agreement for your consideration.The initial service was completed on June for $We offered you a discount of $in exchange for more services at $eachThe agreement states that you agreed to pay back the $discount if you did not complete the additional services.Furthermore, you called in to cancel service on September after completing only two servicesYou were informed that you would be charged the $discount, which you agreed to pay.We offer to reactivate your account and resume service as originally agreed toWe will also include a $credit towards future serviceHowever, if you insist on closing your account than the service agreement will be enforced and you will be billed for the full $discount

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 Aptive agreed to dismiss all the charges Sincerely, [redacted]

My name is James and I am the branch manager of the Atlanta area for Aptive I recently came across your review and was extremely disappointed to see that we did not exceed your expectations I want you to know that my team and I work very hard to go the extra mile so let me sincerely apologize for your experience thus farFrom your feedback, it sounds like there may have been some confusion as to your service calendar, and you are correct that our customers' homes are under warranty with Aptive and FREE re-services are always available at no extra charge in between your regularly quarterly visits for any reasonIn regards to your concerns, we do everything in our power to eliminate any confusion by being as transparent as possible with our month agreementThis includes:1) Making our agreements one page & easy to read2) Displaying a service calendar with the months & pricing all services take place3) Bolding the copy that explains our service is just a twelve month agreement4) Having our customers initial that they read the twelve twelve month statement5) Having our customers sign & date that they've read their page agreement6) Having our customers review & sign an additional page Welcome Letter at the time of the first service which goes over everything mentioned above for a second time.This may seem like a lot, but these steps all take place to ensure the utmost transparency with each of our customersIn regards to your service, I apologize you felt your experience was mediocreWe understand that it's not if the pests return, but whenEvery property is unique and has different variables effecting pest frequency, so some properties may need more than one treatment or different products to be used during their regularly scheduled quarterly visits to diminish and control pest activityIf you felt the previous Service Technician didn't perform a thorough enough service, we'd like to get someone out their right away to rectify that and I'll personally look into what may have happenedAs mentioned previously, our customers' homes are under warranty and FREE re-services are always available at no extra charge in between your regularly quarterly visits for any reason

Dear [redacted] Family, It concerns me greatly that you have had such a bad experience with usWe always strive to Deliver WOW to our customers and clearly communicate with themI've attached the original contract for reference that your wife was emailed right after she signed up with Tyler Patterson at the door on June 19, Additionally, we had our Service Professional review the major points of the contract with her before starting the service with a welcome checklistRegardless, of all this documentation I understand that you are upset with us as you verbally assaulted my office staffI have been in customer service for years and I understand it's our job to take the verbal abuse and smile backI apologize that my office staff didn't do that for youI will be coaching her individually about the situationMy goal is not to force anyone into anything, it's to try to earn your businessThe facts are that we are out of a lot of moneyYou don't understand our business model or how we function as an organization so please refrain from judging us to harshlyAs managers, we have tried to reach out to you individually about the situation on different occasions over the last days as you had requested, but your mailbox is now full and we have had no return calls If you had spoken with us you would have learned that we were and still are going to show leniency for you and your wife and we will close your account and waive the fees to stop the service earlyWe value your opinion of us and want you to leave at least on a neutral noteIf there is anything else I can do to make things right between us if you are still upset, all you have to do is to email me at r.h***@goaptive.com or call me back at my direct line at 720-660-We wish you and your family well and are happy to advise you about what we've done on the property so you can maintain it on your own or with another company Sincerely, Robert H***Regional Operations Manager

Service done was acceptable by Gregory V

Mr [redacted] contracted with Aptive Environmental on 6/21/(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 $(WA state sales tax included) discount on their first treatment Aptive had completed two of the five treatments, on 6/22/and 7/28/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/ Mrs [redacted] called and canceled the contract on 10/18/ 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

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***’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***’s route manager, Michael A***, 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 $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 Thanks so much for your quick actions on this caseI did receive a call from the business (Brian) promising they will 1) refund the charge, 2) remove my credit card from their file and not use it without my permission, and 3) not contact me in the future about their serviceHowever, the actions may take 3-business days to follow throughSo I am waiting to see at least the refund credited back to drop the caseThanks again, [redacted] Sincerely, [redacted] ***

Per the customer's request we have waived the IDF We would be glad to help her in the future for any pest needs that may arise

Complaint: [redacted] I am rejecting this response because:I had treatment So to be fair, I would like the refund of the $ I paid for a treatment that I never received If that is refunded once you have the final payment from my bank, I will consider this resolved fairly and equally Thank you Sincerely, [redacted] ***

Hello ***,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 misledThat is not the way I want our customers to feel! We try our best to be as transparent as possible so miscommunication does not occurWe are a general pest control service which does not include mosquitoesWe 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 similarI see no notes of the mosquitoes being a concern in the special instructions on your agreementIt is noted that you were having problems with roaches and fleasThe quarterly pricing reflected both on your Service Agreement and the Welcome Letter that Brandon, our Service Pro, went over with you reflect the same pricingThe agreed amounts were $($with tax) for the initial service and then $($with tax) for the quarterly services that followI have attached a copy of both the Service Agreement and Welcome Letter for referenceThe account has been closed as requestedIf 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 haveIf you would like the account to remain cancelled we do ask to be reimbursed the discount you were given off the initial serviceThe initial service is typically a cost of $however that service was discounted to just $The difference is a balance of $($with tax).I really hope that we can move forward with a positive relationship! Especially after your star review you gave after your first service on 6/7! Look forward to speaking to you soon!

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 meI would like to start up the contract againThis time please schedule times with me preferably on Saturday Sincerely, [redacted]