Aptive Environmental, LLC

Jesus was here early and worked thoroughlyTime wll tell how effective the spraying has been

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,
*** ***

Mr*** The sales Rep told me he did not say thatHe has signed up a large amount of customers who have not claimed that eitherThe contract clearly states that it is for one year and that the discount of $you received is contingent on a one year agreementHe also initialed directly
beneath the paragraph stating thiswe serviced me *** on 8/for free based on a one year agreement He called to cancel future services on 8/and was told that we would reduce the cost down from $to $even so I We will refund this $he agreed to pay on the 17th

Thank you for the opportunity to respond to this complaint. Aptive Environmental was contracted by Mr *** to provide structural pest control on their homeWe provide this service on a quarterly basis and warranty all work done on the home for days after each serviceThe first service
was provided on 3/23/2016, we do return to the home for the first of quarterly services 30-days after their first serviceThis was provided on 4/23/The next quarterly was done at their home on 4/23/On 7/20/we returned a voicemail from the customer asking us to skip this quarterly serviceOur office left a voicemail asking them to call us back regarding this issueThere was no mention of wanting to cancel the service.On 7/25/we had not heard back from the customer yet so we scheduled the quarterly service once again to make sure we kept up our side of the agreement to keep the home pest free and continue with their warrantyOn 7/26/we received another voicemail asking if we could push back the quarterly serviceNo mention of canceling the service We tried to contact the customer the same day but had to leave a voicemail asking for a call regarding the matterOn 7/29/we had not heard from the customer so we put them back on the schedule and sent out notification that we would come by on 8/1/to perform the quarterly service on the homeOn 8/1/the service was provided to the outside of the homeEvery time the customer requested we hold of on the service we would call and take them of the route for serviceAfter not hearing from the customer, we would schedule their service again as we want to make sure we stick to our side of the agreement and keep their home pest freeI do see that the customer and our office both made multiple attempts to contact each other but unfortunately were not able to. I would be happy to discuss this matter with Mr*** and am sure we can come to a resolution. Again thank you for the opportunity to respond to this complaint as we take all customer input very seriously

Hello,I wish you had left your contact information so I could contact you directly regarding this situationWithout more information it is hard for me to pinpoint the sales representative who was at your door and further resolve this issueI apologize for your experienceOur sales representatives
all have solicitors permits for Cedar Park which can be verified with the City of Cedar Park or I can produce a copy of each individuals permitThe description provided does not help me to identify the sales representative, howeverI also wish that you had attached photos of the door so I can understand the circumstances. I am happy to further investigate this situation with more informationThere have not been any requests from someone to speak to a manager that has gone unanswered when rarely requested I am easily reached at our office number, 512-290-All you need to do is ask to speak to a manager and myself or our service manager can be of assistance. Thank you,Kristen M***

On 8/15/our Customer Loyalty Specialist called the customer in an attempt to collect payment for services rendered on 6/27/and 7/27/ At that time the customer explained that they had been told by our Sales Representative that they were only signing up for two trial services for
the summer They believed the first one was to be $and the second was to be $ However, the details of the agreement that was signed were that we would provide services for months for a total of services The initial service was to be $and each of the four quarterly services were to be $ If the customer decided to terminate the agreement before the end of the months they agreed to pay back the discount they received for the first service, which was $ The agreement in question has been attached It is our company policy to have our service technician confirm the information in question, before the initial service, by reviewing a "welcome letter" with the customer This "welcome letter" reviews both the length of the agreement and the price for each service Both the service agreement and welcome letter have been attached to this response.This grievance, brought by the customer, has already been addressed by the branch manager in our Bay Area branch The manager and customer have resolved the complaint and come to an agreeable solution

Tom was the service pro who serviced my property todayHe did de-webbing, sprayed the foundation and granulated the yardTom made sure to explain everything and brought to my attention other services that would help keep pests away during the cold winter months

Tom ***, Aptive Service Pro, was awesome! He took his time and made sure to provide all services promised up frontHe was meticulous and exactingNice to see and feel secure that we have a top notch service provider for our outdoor pests

My service from Aptive for pest control has been excellentThe most recent service was performed by Cody here at our home in Las Vegashe was careful, efficient and explained everything he was doinghe was very friendly and had a good sense of humor as he explained about the behavior of some of the pests (insects)We are very happy with the service....NO BUGS! Yay!

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,
*** ***

On 5/4/*** *** spoke with our route manager Spencer H*** regarding starting pest control service with AptiveA service agreement, which I have attached, was presented and filled out detailing customer information, pricing, service information, and service obligationsThe
service agreement displays pricing and a service calendar showing when charges will occurThe service agreement was signed and initialed and the first appointment scheduledThe following day, 5/5/2016, our service technician Justin A*** arrived to perform the initial serviceBefore starting the service Justin went over our welcome letter which details in bullet points the terms of serviceEach bullet point is discussed to make sure and eliminate any confusion or misunderstanding of service*** initialed and signed acknowledging that the information on the agreement is correct, that she understood we provide free call backs for any pest problems that arise, billing frequency and pricing, reviewed it was a month agreement and when service will occur, and that there is a quarterly within days that will have a chargeI have also attached a copy of that welcome letterThe customer *** *** discussed service details with two different representatives from our company and signed that she understood the terms with both of them on two separate occasionsPlease contact me for any information neededThank,Kristen Q***Branch Manager

Complaint: ***
I am rejecting this response because: Again, this company is lyingWhy do you ask customers to log in and let you know how the service tech did immediately following the 1st treatment if no one from the company reads it? You failed to answer this issue time & time again because you know, as well as the woman my wife called who answered the phone at Aptive ALSO KNOWS, no one bothered to respond to our initial complaint in the review onlineYour own Aptive employee was shocked that nobody bothered to read our initial complaintYES, Aptive, a review that YOU asks US to leave, is indeed a COMPLAINT! I'm asking you one more time, why do you email customers & ask for us to review the technician if nobody cares enough to read it? All you want to address is that we didn't allow you to make it rightOne hand doesn't know what the other is doing at Aptive in NashvilleIt's no longer a question of ripping us off financially, it's the liesWould you want a company to ignore your complaint for a freaking month Aptive? And then pretend you did everything you could? It's quite obvious the type of company Aptive is & I'm going to help make sure everyone who reads up on Aptive in our state knows as well.
Sincerely,
*** ***

Hello, When Mr*** signed up with us back in May of we explained the year long agreement with him going over the five paid visits that is all stated several times in his agreementOne with the calendar and the other with the text at the bottom and on the second pageWe here at
Aptive strive to be in great communication with our customers so we can insure that everyone is on the same page at the time of signing upDue to this we even go over the agreement again with our Welcome letter at the time of the first serviceI have attached a copy of his agreement and a document showing his history of services and the only correspondence we have received from him on his account in regards to his account status and wishesHe called in a couple of times between his regular scheduled visits, prior to his request to cancel, with complaints of still seeing pestsWe then came out free of charge to re-serviceAt that time we explained that if he continues to see the pest activity to please call us back since every home and infestation is differentWe told him we would be more than happy to come back out and treat again free of chargeHowever, after each re-treatment (there was one re-treatment per quarterly) we would not hear from him again until his next quarterly, so we would always assume that the problem has been resolvedMr*** then emailed us on the 30th of March stating he would like to discontinue the agreementHe stated that he would be happy to pay for the two weeks left on his agreementWe then responded with an email stating that his agreement would be up in May of and that if he wants his agreement discontinued before that, we would close it out and bill the reimbursement feeWe again never heard back from himIn the following months Multiple calls and emails and paper mail was sent to Mr*** in hopes of being able to get this situation taken care ofWe have not gotten a response from these at any point. At this point, we are happy to speak with Mr*** and do what it takes to fix the situationWe know that if he is still experiencing pest issues we would be happy to come out and do multiple re-treatments at no cost to him to insure his happiness with our serviceIf he wishes to discontinue the agreement and move forward, we are fully prepared to do what it takes to work with him in any way possible as wellWe just need the communication with Mr*** to insure that this issue is resolved in a mutually beneficial and expedient manor

Complaint: ***
I am rejecting this response because: The details stated by aptive are not true. The first quarterly did not spray and still tried to charge us for services not provided. Had Mrs *** not caught him, they would have scammed us. They sent another tech out BEFORE talking to us, and he was turned away until the manager got around to calling us. After speaking with the manager, he agreed to send his best tech out at a discount. That tech NEVER SHOWED. When I called to see where he was I was told he called off that day. I wasted my time waiting at home for this tech and aptive didn't have the decency to call me. If their best tech is unreliable at best, what kind of service will I get from the others? In summation, only tech was turned away, tried to rip us off and the other just never showed. No other contact was attempted that I am aware of and I would love to see the email from them because I would have responded immediately
Sincerely,
*** ***

Per our agreement the calendar on the agreement shows the months that our company contracts to come out to the homeowners residenceI have attached a copy of the welcome letter and original service agreement in this responseOur company goes to great lengths to ensure that the customer has been
informed of the terms of the agreementOn the agreement all services were outline on the calendar and the agreement shows where Mr*** initialed that it was a month service agreementThe individual from our company that performs (seperate from the sales representative) the actual service also goes over a separate document that goes over the terms of the agreementThe customer must initial that they have been explained all the terms of the agreementThis document has also been attached in this responseIn response to the inside service needing to be done we can definitely arrange a time on a Saturday or during the evening where we can come out and service the inside of the homeOur resolution would be to continue on with our service agreement and we will provide the next quarterly service at half price which would be $and we can do it at a time that is convenient for Mr***

The service was performed yesterdayThe agreement states that if between regular treatments additional service is needed we will return for no extra charge We will by happy to have a manager come out to the home for each service to ensure that the best possible service is being renderedThe
agreement has not been breached and the balance in question is the reimbursement for the discount given on the initial service if the agreement is cancelled before the month termThe customer cancelled the agreement early and that is the fee rendered for the early terminationWe would be happy to take reinstate the agreement and have one of our managers service the home each service

To Whom It May Concern: The customer signed up for our year protection plan with our door-to-door representative Jake S*** on 7/14/16. Their initial service was performed on 7/16/16, at a discounted price of $49. On our agreement it does ask for the customers to allow days for
the products to take effect. If there are still problems after days we do return for free as many times as are needed to resolve the problems. The agreement also lets the customer know that “The customer understands that continued pest activity may occur and additional re-services may be necessary. The interior and exterior of the home are always under warranty. If the customer would like inside or additional outside service, once notified Aptive will return between regularly scheduled visits at no additional charge.” The customer called and notified us that they were having continued spider problems on the inside of the home on 7/28. We immediately set up a free callback service for 8/1. When we arrived to complete the free re-service on 8/the customer then informed the service professional that they wanted an outdoor rodent treatment. The Outdoor Rodent Warranty is and additional cost- $to start and an additional $each quarter- that the customer had not purchased. After talking with the customer we ultimately waived the cost for them and did the treatment for no additional cost, saving them $over the course of a yearOn 8/our service professional went out to treat the customer for their first quarterly treatment, which is scheduled 3-weeks after the initial service. When he arrived the customer told him not to service, that he wanted to cancel and that we broke the contract. They called in and talked to the office and our service manager at the time. The customer refused services and refused to allow us to try to continue to resolve their pest issues. So the account was cancelled due to refusal of services and the discount given on the initial service, of $180, was revoked and an invoice applied to the accountThe main complaint here seems to be based on the misconception that after 7-days after a treatment they should never see a single bug again. Pest control is a process, and as the agreement states, and as the welcome letter we went over at the time of the first service states, “to control some pest populations several treatments may be required.” Pest issues will gradually decrease with treatments, typically with the largest decrease directly after the 1st quarterly service. Full eradication of pests in less than a month is not a realistic expectation, and that is why we continue to come out as needed and have a year-long protection planAptive desires to resolve all pest problems to the satisfaction of the customer. When the customer doesn’t allow us to treat to resolve the problems there is nothing more we can do. At this time the account is closed, and no further services are pending. Thank you for your time,Joshua P***Branch ManagerAptive Environmental- Indianapolis

We are saddened to hear that this dispute has been escalated to this pointWe make a good faith effort to resolve all disputes, and look forward to resolving this one as well.On 5/18, *** *** accepted a $discount on the initial service in exchange for more quarterly services for $
eachI have attached a copy of that Service Agreement.On 6/at 9:12AM, customer was notified of the upcoming quarterly service via text, email, and phone callThe customer was asked to unlock their back gate so our Service Professional could access and treat the back yardWe completed the first Quarterly service on 6/15, however, the back gate was lockedI have attached a picture of their locked back gate.On 7/we called the customer to collect on the unpaid balanceCustomer complained that the full service was not completedWe made a good faith effort to resolve by problem by applying a $credit, removing the invoice for the 6/service, and then scheduled a specific appointment where we could redo the full serviceCustomer accepted and set the appointment for 7/Customer failed to keep the 7/appointmentOur Service Professional arrived on time, but there was not answer at the door or the phoneHe treated what he could access and left a note on the invoice asking the customer to call us and reschedule another appointment for the backyard, if desiredI have attached a copy of the invoice for the 7/Q.We have made a good faith effort to resolve the issueIf this customer will not keep their back gate unlocked, nor keep the appointments which they scheduled, then we cannot access the backyard to treat as they have requested.Customer went on to complete the next quarterly service on 10/Customer paid for both quarterly services and currently has a $balance.On 11/2, customer complained that we did not treat their backyard on the 6/and 7/servicesWe offered to come back to treat for free, customer refused that offer, insists on cancelling before completing the services that were agreed to.We would love the opportunity to provide high-quality pest control service going forward, but if you insist on canceling your account with us, then you will be held to the Service Agreement which you signedSpecifically, you agreed to pay back the $discount that you accepted on the initial service and you will also lose the $credit that was given on 7/17.We would much rather come back out to treat the backyard for free.We appreciate your business and look forward to resolving this dispute

Service Pro Josh Wprovided excellent service by allowing me to express to him what I did and didn't want done before he applied the pest control products outside and inside my homeHe explained to me everything that he did and made sure I was completely satisfiedHe was also very friendly and professionalGood Job!

Complaint: ***
I am rejecting this response because:There are five charges a year and this is not quarterlyI already have paid once in JulyThe next quarterly payment should not have been before SeptI wish to cancel the contract going forward
Sincerely,
*** ***