Arboretum Mortgage Corp

Ms [redacted] : I apologize we did not meet your pest control needs in a fashion which was satisfactory to you That is definitely contradictory to our goals As I stated in my last response I have addressed all the issues you raised with Ryan, our Applicator I appreciate your feedback We will remove the invoice for the work from our billing system, which you stated in your most recent correspondence would resolve the issue for you John John KPape Principal Providence Horticulture, IncPO Box 7735, Fresno, CA ph###-###-#### / fax ###-###-####

August 1, Revdex.com W Shaw Lane Fresno Ca Re: Rebuttal Letter from Pest Doctor Solutions Dear Revdex.com Representative, This letter is being written as a rebuttal to the response provided by Pest Doctor Solutions I want to begin with some clarification on the accuracy of statements made in the Pest Doctor letter and the attempt to resolve this issue on my own (this is included in first two paragraphs)Then I will address the other issues concerning the actual visit to my homeFirst of all let me begin by saying I never told MrSloan, Pest Doctor representative, I was happy with the service I received Also I did not watch Mr Sloan spray the back yard nor did he help move items in my garage MrSloan sprayed the front yard first, then the backyard, and finally the garageMr Sloan did not explain/address, or even mention, the cobwebsMr Sloan got spray on cloths and cleaning materials I use to clean my home as well as pet items I called the Pest Doctor office twice following his visitIn the first phone call I asked to speak with the ownerThe woman who answered phone stated he wasn’t there - she asked what was the messageI told her and she stated she would let the owner know- I waited about a week and never heard from Pest DoctorI then called a second time and was informed that the owner had received my message and that she would let him know I called againAs of this date I have never received a call back from Pest Doctor- from owner or anyone else from Pest DoctorThe Pest doctor representative sent to my home was here approximately minutes at the most ACTIVELY doing his job dutiesWhen he finished and was walking back to his truck to leave, we both addressed my trees in the front yard and Mr Sloan stated that the Pest Doctor company also has a Tree serviceHe talked to me about Pest Doctor Tree Service’s for approximately 5-7minutesI didn’t count this time as part of the pest control serviceI assumed that this time was for a sales pitch for their Tree Company To put it lightly, I was so shocked at Mr Sloan’s lackadaisical attitude and how quickly he finished the job at my home that I wasn’t sure how to address thisHe also was curt at timhe appeared annoyed at my questionsAfter he left I went to the back yard to see what he had sprayedI could only tell where he sprayed by the wet areas I observedThere were a number of areas that were not wet, so I assumed that he did not spray in these areas- why I don‘t know? If he had sprayed in all areas needing serviced- these areas would have been noticeably wet such as other areas wereThere were no wetness on the cob web areas, nor were they ever touched by spray or brush All cobwebs were still visibleOnce again I was shocked by this not being done! He sprayed in the front yard first which took 3-minutes then he went to the backyardIt was at this time I asked if he did the garage and he said, “Yes.” I stated to him that I couldn’t do it at this time because I have to move stuff away from the garage walls He replied, “No, I can still spray.” I agreed and proceeded to move what I could in the garage while he was in the backyard He did not help me move any items in the garageHowever, I didn’t get much moved because he was only in the backyard for about 4-minutesHe then came into the garage and immediately started spraying I said to him you are getting spray on my items and he replied that it wouldn't hurt the itemsHe appeared careless and really didn't take his time doing the work In addition to not seeming to care if the spray got on anything, he spray sporadically and was finished in 1-minutesHe did show up on time which surprised me and I told him that was certainly a good sign for his companyAt that time I let him know what I would like done and only wanted to do the service twice a year (Spring and Fall) due to being on a fixed income (retired)I scheduled a appointment with him at that time for October(Which will be canceled) We then went into the backyard and he stated that he could not spray around fence area at back of poolHe never mentioned anything about not taking cobwebs down- I just assumed that was a given as a part of any Pest Control serviceI contacted a number of very reputable Pest Control Companies in Fresno regarding their practicesI was told by all that cleaning the cobwebs is a major part of the service and they stated they had never heard of spraying and then waiting -if you sprayed first and then fell to ground - the pest either way will have been sprayed on or walked in the spray!!! Also, all companies stated on there initial visit they were there around 35-minutes ACTIVELY working-and that they do all perimeters including fence areas!! They would not spray above pool if it was going to go into pool and if there was lip or overhang- If not going to go into pool they certainly would spray along back of fence without hesitation(I do not have a overhang or lip that the spray would get into my poolThey also spoke to spraying in the garage regarding getting spray droplets/mist on cloths, clothes, and pet products as not a good ideaThe first resolution that I would want is not to pay for this service In a good faith effort- I would be willing to pay half the charge for the half-assed service MrSloan provided to meIt is my understanding that this company is new to Pest Control services- could this be the issue? Respectfully, Barbara [redacted] Barbara [redacted]

Revdex.com: We appreciate the feedback you have passed along from Ms***We have had a discussion the staff member who worked with Ms*** on siteI will respond to each of Ms***'s concerns one at a time, in the order she stated them in the complaint. Ms*** complained our
Applicator was at her site no longer than minutes, and most of that time he was talkingMrRyan Sloan, the company's Pest Control Supervisor, said he was there more than minutesHe arrived, made contact with Ms*** at the door, and he said she was excited because he was on timeThey walked around and talked about spraying the perimeter of the property and the walkwaysShe walked Ryan around the front yard, then they went into the back yardMrSloan told her he would spray the back yard perimeter, walkway, and west fence line, and also told her he would spray the east fence line, around pool pump, and walkwaysThe fence line spaying was in addition to what we normally do as a part of our standard treatment, but Ryan included the work in an attempt to give her a little extra value. Ryan sprayed the back yard and Ms*** watched himRyan went to spray the small front yard, while Ms*** opened the garage, and started to move things in the garage away from the interior wallThe front yard took about five minutes to sprayWhen Ryan was done spraying the front yard, he helped Ms*** move items away from the garage wall. Ms*** said she was happy with the work and asked if he would come back in OctoberHe reeled up his hose, and filled out a contractBefore MrSloan left, Ms*** talked about fifteen minutes with him, asking him about her front trees and getting his opinion about how she should treat them for their disease problems, and what kind of pruning she should have done to themHe told her they had Fire blight, a bacterial diseaseHe said they should have the Fire blight infected areas carefully trimmed out of the tree, and added that there is a soil treatment or a potassium- phosphite product which could help them resist the disease, giving her his time and advice with no extra chargeMs*** then signed contract for another visit in October, and Ryan went to his next appointment.Ryan believe he was on site with her for to minutesPlease recognize MrSloan was using power-spraying equipment, which allows, in fact requires, the applicator move rapidly through the spraying process, without creating any diminished quality to the workThe 30-minutes MrSloan estimated does not include travel time to and from the job, which of course, we must include in our costs.Ms*** complained she was told by MrSloan he would not spray certain parts of her yard.Ms*** asked Ryan if he could spray a downhill sloped area of landscape on the south side of her back yard, which slopes toward her poolHe said he would not do the work because irrigation or rain could wash some of the product into the poolHe explained to her that he could not do this workIt is against state regulations to allow any material go directly into any body of water unless explicitly stated on the material's labelThis is a general pesticide safety rule for the safety of people, of pets, of fish and the overall environment.Ms*** complained MrSloan did not knock down the spider webs when he did this treatment.At the first treatment for a new customer's property we spray the webs without removing themThe spiders will then walk on the webs and be killed, and not come backDuring subsequent treatments, the webs are knocked downIf we knock down the webs before the first treatment, most of the spiders fall to the ground, and many will survive and climb to a new location and make more websMs*** said she understood completely.Ms*** complained the garage was not ready to be sprayed, and MrSloan said we didn't have to move things.Ms*** wanted stuff moved into the garage before it was sprayedRyan said he would help herRyan did help her move items in the garage away from the interior wall.Ms*** complained some of her items were spraying on, and that MrSloan informed her it didn't hurt the items.MrSloan told me there was a very small amount of droplets which landed on some cardboard boxes, when bouncing off of the walls of the garageThe products Ryan used care of very low toxicity to mammalsThey are non-staining productsMs***'s cardboard boxes are inanimate objects, just like the garage wall, and are actually a place where cockroaches frequently liveThe product will not hurt inanimate objects.It is my guess Ms*** was focused only on certain aspects of her work, and wasn't clear on MrSloan's explanation of why he did or din't do certain aspects of his work the way she had expectedWe discussed with MrSloan the need to make perfectly clear to the customer, even if it requires repeating the explanation multiple times in different ways, then requesting the customer to repeat back the details so he can see they understandIt is our responsibility to create realistic and informed customer expectationsI do not believe MrSloan performed the job too rapidly, or that he did not do an appropriate treatmentWe do not expect our customers to understand all of the technical parts of our job or the regulations place upon us by the Federal, State and County governments, but we do expect our customers to trust in our proven track record of acting in a professional fashion in regard to those regulations and technical requirements.Thank you for your careful consideration of our response.Sincerely, Johnk K PapePrincipal

Ms. [redacted]: I apologize we did not meet your pest control needs in a fashion which was satisfactory to you.  That is definitely contradictory to our goals.  As I stated in my last response I have addressed all the issues you raised with Ryan, our Applicator.  I appreciate your feedback.  We will remove the invoice for the work from our billing system, which you stated in your most recent correspondence would resolve the issue for you.  John   John K. Pape Principal Providence Horticulture, Inc. PO Box 7735, Fresno, CA 93747 ph. ###-###-#### / fax ###-###-####

August 1, 2017 Revdex.com 2600 W Shaw Lane Fresno Ca  93711 Re: Rebuttal Letter from Pest Doctor Solutions  Dear Revdex.com Representative, This letter is being written as a rebuttal to the response provided by Pest Doctor Solutions.  I want to begin with some clarification on the accuracy of  statements made in the Pest Doctor letter and the attempt to resolve this issue on my own (this is included in first two paragraphs). Then I will address the other issues concerning the actual visit to my home. First of all let me begin by saying I never told Mr. Sloan, Pest Doctor representative,  I was happy with the service I received.  Also I did not watch Mr Sloan spray the back yard nor did he help move items in my garage.  Mr. Sloan sprayed the front yard first, then the backyard, and finally the garage. Mr Sloan did not explain/address, or even mention, the cobwebs. Mr Sloan got spray on cloths and cleaning materials I use to clean my home as well as pet items.  I called the Pest Doctor office twice following his visit. In the first phone call I asked to speak with the owner. The woman who answered phone stated he wasn’t there - she asked what was the message. I told her and she stated she would let the owner know- I waited about a week and never heard from Pest Doctor. I then called a second time and was informed that the owner had received  my message and that she would let him know I called again. As of this date I have never received a call back from Pest Doctor- from owner or anyone else from Pest Doctor. The Pest doctor representative sent to my home was here approximately 15 minutes at the most ACTIVELY doing his job duties. When he finished and was  walking back to his truck to leave, we both addressed my trees  in the front yard and  Mr Sloan stated that the Pest Doctor company also has a Tree service. He talked to me about Pest Doctor Tree Service’s for approximately 5-7minutes. I didn’t count this time as part of the pest control service. I assumed that this time was for a sales pitch for their Tree Company.  To put it lightly, I was so shocked at Mr Sloan’s lackadaisical attitude and how quickly he finished the job at my home that I wasn’t sure how to address this. He also was curt  at times-as he appeared annoyed  at my questions. After he left I went to the back yard to see what he had sprayed. I could only tell where he sprayed by the wet areas I observed. There were a number of areas that were not wet, so I assumed that he did not spray in these areas- why I don‘t know?  If he had sprayed in all areas needing serviced- these areas would have been noticeably wet such as other areas were. There were no wetness on the cob web areas, nor were they ever touched by spray or brush.  All cobwebs were still  visible. Once again I was shocked by this not being done! He sprayed in the front yard first which took 3-4 minutes then he went to the backyard. It was at this time I asked if he did the garage and he said, “Yes.”  I stated to him that  I couldn’t do it at this time because I have to move stuff away from the garage walls.  He replied, “No, I can still spray.”  I agreed and proceeded to  move what I could in the garage while he was in the backyard.  He did not help me move any items in the garage. However, I didn’t get much moved because he was only in the backyard for about 4-5 minutes. He then came into the garage and immediately started spraying.  I said to him you are getting spray on my items and he replied that it wouldn't hurt the items. He appeared careless and really didn't take his time doing the work.  In addition to not seeming to care if the spray got on anything, he spray sporadically and was finished in  1-2 minutes. He did show up on time which surprised me and I told him that was certainly a good sign for his company. At that time I let him know what I would like done and only wanted to do the service twice a year (Spring and Fall) due to being  on a fixed income (retired). I scheduled a appointment with him at that time for October. (Which will be canceled) We then went into the backyard and he stated that he could not spray around fence area at back of pool. He never mentioned anything about not taking cobwebs down- I just assumed that was a given as a part of any Pest Control service. I contacted a number of very reputable Pest Control Companies in Fresno regarding their practices. I was told by all that cleaning the cobwebs is a major part of the service and they stated they had never heard of  spraying and then waiting -if you sprayed first and then fell to ground - the pest either way will have been sprayed  on or walked in the spray!!!  Also,  all companies stated on there initial visit they were there around 35-40 minutes ACTIVELY working-and that they do all perimeters including fence areas!! They would not spray above pool if it was going to go into pool and if there was  lip or overhang- If not going to go into pool they certainly would spray along back of fence without hesitation. (I do not have a overhang or lip that the spray would get into my pool. They also spoke to spraying in the garage regarding  getting spray droplets/mist on cloths, clothes, and pet products as  not a good idea. The  first resolution that I would want is not to pay for this service.  In a good faith effort- I would be willing to pay half the charge for the half-assed service Mr. Sloan provided to me. It is my understanding that this company is new to Pest Control services- could this be the issue?   Respectfully,   Barbara [redacted]   Barbara [redacted]