Aptive Environmental, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI thank the them for working with me to come to a conclusion that resolves this matter.
Sincerely,
*** ***

Car sold to us had extensive mechanical issuesMy mechanic and the *** dealership said that Wholesale Remarketing had to have known those issues existed BEFORE selling us the carTheir solution was to buy unwarrantied parts on *** for $to $and have their mechanic fix it for $to $for unwarrantied labor so no guarantee of the work the mechanic did or we could wait and see if they had another vehicle we could replace ours with When we inquired about a different vehicle they said they didn't have one they trusted selling to us So does that mean they will sell it to the next fool who comes through their doors? This issue remains unresolvedOver $in repairs are needed which is approximately 66% of purchase price We were stupid enough to believe they wanted to help resolve the problem Excuse after excuse No vehicles comparable in price, mechanic in hospital and *** *** ** ***, wait until tax time and we will see what we can get at auctionSo if they buy cars at auction are they being checked out BEFORE they purchase? How do you explain you didn't know these issues existed in the car YOU sold us? Putting $in it with no guarantees doesn't sound like you were working with usYou are just waiting for the next fool to come through your doors*** *** *** is an option we are strongly contemplating

We are sad to hear that you have refused our good faith offer to resolve the issueWe will still hold that offer for you if you choose to accept it at a later time; a $credit towards future service and a free reservice to treat the backyard.To address each of your points;- I have attached a photo of the SP attempting to access the back yard on Oct Note, the lock mechanism is on the inside of the gate adn there is no latch on the front of the gateThere is no way to open the gate without damaging the lock itselfI have also attached a copy of the invoice where our Service Professional communicated that we "could not treat the back of your house due to the gate being locked" then asked you to call the office to schedule another free service to treat the backyard.- Previously, you told us that you first called us on Thursday Oct at 4:50pm, just before closing timeNow you claim to have called on Saturday, Oct 14? Which is it? Regardless, we did not receive the message you claim to have leftWe promptly return all voicemails before closing the office each dayWe have no reason to put off your request, we simply didn't receive itPlease note, you spoke with our Branch Manager Michael the following business day, Monday, October at 9:20amThere was minimal delay caused by the scrambled / missing voicemail which you claim to have left.- Please keep in mind that our guarantee is that we will come back for free to treat for the occasional pest issues if they should pop up inbetween regular servicesIf you were to notify us that you were still seeing webs after a regular service, we would have gladly setup a free service to correct the problemYou did not notify us of the problem, so we did not have the opportunity to correct the problem

On 6/13/the customer, *** ***, 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 Mr*** a discount on his initial service
Our initial service is typically priced at $229, but we gave him a discounted price of $with the understanding that he would complete the 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 (months), day follow up service, price, and initial discount fee On 7/13/we sent an email, phone call, and text reminder that we would be coming to the customer’s home on 7/17/to perform the first quarterly service as outlined in the service agreement. On 7/17/2017, our technician John Medina arrived at the home at 9:AM. He found the back gate of the residence to be locked. Per company policy, our office reached out to the customer via phone but had to leave a voicemail. Our technician serviced the front half of the homeAs part of the agreement, we guarantee service by providing call back services at no extra charge. The customer did not contact the office to schedule a reservice for the back yard. The balance for the service provided on 7/17/was never paid. Because the balance was never paid, on 11/17/the customer’s account was closed, the $initial discount reimbursement fee was applied and the full balance was sent to collections. We are still willing to honor our agreement and continue to service the customer (including free reservices), if the customer reinstates the account and pays the $for the service provided on 7/17/

Our office pulled the work order from the service on 08/01/I would like to get a few more details on the service call from that date as I am showing a service was completed on the outside of the homeI have called and left a message so I can help get a better understanding of what happenI have closed your account and there will not be any future services provided to your home. Please give our office a call at ###-###-#### Thanks

To whom it may concern:Mr *** contracted our company for pest control service with a Month agreement with total required servicesIn this agreement it clearly states a service calendar and with purposed months of treatment to help gain control of his pest issuesIn pest control there is no
short term fix for any pest issues it is a process and that is why Mr *** contracted us for year of serviceThe initial service was discounted by $under the agreement that he continue with service as agreed upon for the first monthsIn this agreement it clearly states our pest free warranty that if pests return in that months that we would return for free reservices in order to further gain controlSeveral times Mr *** states that in accordance with our agreement that we offered over and over again to return and continue to service his home to gain control of his pest issues. The particular issues that were stated was the area treated around this home, specifically in the special instructions provided to the the customer at the time the agreement was signed it states that we would "Treat his full yard up to ft from his home"It also never states that there would be any treatment for moles or that we would treat the "wooded area surrounding this homeThe main issue they were experiencing around this home were underground yellow jackets nests, clearly in our agreement it states that our "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 hives." In a good faith effort to try and provide quality service for this customer we offered to return multiple times to treat his underground nestsUnfortunately when it comes to treating wasps, hornets, or yellow jackets the most effective method is to remove the nest itself and as these were not visible nests and we did not have access to them, in order to remove them, we provided pest management techniques approved and suggested for the treatment of these pests.This customer requested to terminate his contracted service with our company we offered over and over again to return and continue services as we agreed to but were denied the opportunity to help find a resolution to the stated issuesAs previously stated the customer agreed to a discounted initial price under the agreement that they stay with us for months of serviceIn that agreement it states that we would return as many times as needed to resolve any pest issues covered in this agreement as a warranty on his homeIn an effort to "fulfill our promises" we offered time and time again to return and treat for a pest that was never under warranty with this contracted serviceIn the agreement it states that the customer can cancel but if they decide to do so in the first year we ask that they refund that initial discount that was givenUnder direction from Mr *** we canceled his agreement within the first months and applied the Initial discount reimbursement to his account he asked to be billed for this remaining balance so that is the only reason we remain in contact with this customer is due to his unpaid balance.Once again in a good faith effort to fulfill our agreement I would be more then happy to reinstate this contracted service and complete the remaining required quarterly services with continued effort to control the pest activity at this customers home as agreed uponI have provided a copy of the agreement signed and initialed by Mr *** prior to service beginning on 6/8/If you have any questions or concerns please feel free to call me so I can continue to resolve this issue

Spoke with customer and we got everything worked out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hello,I wanted to let you know that I have received a refund from the company so my complaint is resolvedCan someone update my complaint?*** ***
Sincerely,
*** ***

Mr. *** thanks for letting us know your concern for flying insects. We agree box elder bugs have been a serious problem this year. We try to make it clear on our agreements what we cover and on all of our agreements box elders are not included. We can however treat for them
but it is impossible to treat your entire outside of home. As for the Ants we have unlimited free call backs and will happily come back between services to take care of them. We apologize for the confusion and will promptly cancel your agreement without any early termination fees. If you need any other assistance please don't hesitate to call the office

I am sorry that we had service pro emergencies that made us reschedule the services twiceMy service pro yesterday waited at your home I have the review of the fist service that us gave us a five star ratingI also have our gps tracking system on the truck that has my service pros showing up to
the homeAs for our service we treat the foundation of them home the entry points around the home the yard treatment is preventive and spot treatedI'd like to talk with you personally once I return to the office Monday 23rd and figure all this out

We regret that this situation couldn’t have been resolved between Aptive Environmental and Mr***. We admit that our service professional failed to arrive within the appointment time, arriving in the morning instead of the evening. Our employee did perform an outside service
(completed work order attached) and we apologized and attempted to make up for the error by offering to perform warranty work on the home. Mr*** refused services as he had already returned to his previous pest control companyWe did seek payment for services rendered and Mr*** gave authorization to run his credit card for the total amount of the service. It is important to note that we kindly waived a $cancelation fee (signed contract attached) that we had every legal right to collect on. Aptive does not give refunds for contractually rendered services due to the fact that this is a service and not a product that can be simply returnedOur desire is to provide exceptional customer service. We make mistakes like every other company and when we do we try to make up for mistakes to the best of our ability. We feel that we could have done just that had we been given the chance and have demonstrated our intentions through the waived cancelation fee

Complaint: ***
I am rejecting this response because:
Hello, I am writing this email to re-open my complaint as the company has not refunded my $cancellation fee as agreed. *** ***SalesSincerely,
*** ***

Mr*** contacted our office on 10/5/16. During that conversation he mentioned that he wanted to cancel his contract. Our CLS replied that he was under a month agreement that he started in May, 2016. We have attached the Service Agreement signed 5/28/and Welcome Checklist
signed 5/30/16. Before we perform any service our Service Pros go over the Welcome Checklist to ensure that the terms of the service agreement are understood by the customer. The Service Pro circled the paragraph that state "...I understand this is a service agreement for a minimum of twelve (12) months...If I cancel before the twelve month agreement is completed, I agree to pay the difference between the regular initial treatment price ($219) and the discount given." Mr*** initial all of the paragraphs and signed the Welcome Checklist indicating that he understood the terms of the service. Had the terms of the service not been agreed to, we would have not performed the initial service. During the conversation on 10/5/when Mr*** told us he wanted to cancel, he was offered and accepted a $discount for his upcoming service on 10/11/16. We are more that willing to continue to work with Mr*** and any issues he has regarding pest on his property per the terms of service that he agreed to

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Actually, there has been no resolution and I do not find their response satisfactoryThey are a deceptive company and if they treat other customers like they have treated us, they'll be out of business within yearsI do not want to pursue this further, because it's obviously a complete waste of my time
Sincerely,
*** ***

We just had our first service and could not be more impressed with Josh N, William Vand Pedro B They displayed excellent pest knowledge and throughly sprayed, knocked down wasps nests and cobwebs Very happy with the service ***

Customer did call two times prior to his agreement to discontinueWe asked him to call us after the agreement is complete since he has more options after the year or to send in the written notice that is stated in the agreementYou will find the notes of the agreement stating that in the attached
documentHe then called after the year was completed to discontinue and one of our CLS staff told him that since management was not available, that we would have to call him backIn the attached document you will see the call log of our attempts to call him backI fear we might not have a good number for the customer since we have made several attempts to respond to his requestSince then his account has been discontinuedIn order to meet the customer in a mutually beneficial way, we have completed his request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They asked that I send information, how is the best way to respond to them?
Sincerely,
*** ***

My name is Darren and I am the branch manager of the San Diego area for Aptive I recently came across this review and was extremely disappointed to see that we did not exceed this customer’s expectations. In regards to the voiced concerns, we do everything in our power to eliminate any
confusion by being as transparent as possible with our month agreement and the pest we targetsAlthough we do target rodents inside the home with traps, and the customer was given FREE outdoor bait boxes which is normally an additional charge, our agreement and services do not cover the type of specialty exclusionary work, rodent proof construction, or patching of a home’s exterior and interior holes that the they are now communicating they wantedWe do everything in our power to be as transparent as possible through our agreement, and our agreements do not state that we will provide this type of rodent exclusion workIt also didn’t indicate on the agreement under the customer's notes that they were looking for this type of specialty workIf it did, we would not have gone through with any of the services provided. At this time, we’ve performed three separate services in May, June, and September targeting various general pests around the home, including the customer’s requested target pests of ants, spiders, and rodents on their agreement. Although the customer signed up for a month agreement, based on the conversation we had with the customer on 11/1/we decided to let them out of the agreement early without any early cancellation ramification

We serviced Mrs *** home in early May for a discount price of $ After month we did our first followup service for $and reached out to inform them that card was no longer valid At that time she informed us that card was compromised and that they will get a new one A
month after trying to collect payment she refused to pay stating we were not licensed to do the work We provided information for Illinois licensing and information how to check with the secretary of state how we are licensed to do business with that Illinois pesticide license After that call in 7/25/we never heard back from her We called multiple times to collect that 2nd treatment After no responses we canceled service which resulted in a full charge for the discount she received on the 1st service After days of no response it was turned over to a collections agency We had no idea from that it had escalated to this point We will reverse the charges for early cancellation and contact the collection agency to stop collections as we will report it paid in full I will personally send an email to Mrs*** to inform her of this information