Arrow Exterminating

Review: On January *,2014 we had a service with the mentioned business. We were billed for that service on 1/** for $135.78 on my wife's credit card. We were billed again on 1/** for the same amount. We discovered this after receiving the credit card bill in the mail. I called the office of the company and spoke to [redacted] at 10 AM. She called back at 4:20 PM and stated "Sorry [redacted] will look into it". I called a few days later and spoke to [redacted] and she stated " We will charge back the card". Well next months bill there was no charge back. On 2/**/14 we had another service and another charge. We had no service in March due to their computer errors. In April we were scheduled for a service on 4/**/14, but the tech had car trouble and had to cancel. In May we had a service on 5/*/14 and after the service I called the office and was assured that I would not be charged. But due to the very poor customer service they again charged us $135.78. My wife confirmed this by calling her credit card company. Then my wife called the office on 5/**/14 and spoke to [redacted] again promised that she would charge back the credit card. But, since the passed poor customer service from this company I do not trust them. Please help us. Thank you for your time.Desired Settlement: I want the full amount $135.78 back, I would like an apology, and I want to be removed from the automatic bill pay to my wife's credit card.

Business

Response:

[redacted]

Dear [redacted],

I apologize for any inconvenience this misunderstanding caused [redacted], however, his request to our office was on May [redacted], 2014 was immediately honored and as the customer can attest his card was refunded the $135.78 on May [redacted], 2014. I confirmed this fact, prior to sending this email.

However, the issue is more involved than the complaint you received. This customer had a monthly service program covering them for bed bugs, we offer this to our customers that have used Arrow for bed bug services, this allows continuing coverage at a manageable cost. Originally when the double billing in January occurred, we alerted the customer and it was agreed to hold the overage for upcoming services. We performed service in January, February, March and May with the service being missed in April, we had sent out the attached correspondence this past month to clarify the nature of the monthly service for bed bugs and alert the customer to potential cancellation. [redacted] spoke with [redacted] our [redacted] last week and never mentioned the Revdex.com complaint, they discussed the letter detailing service and made arrangements to continue the monthly service visits, we agreed to credit the double billing in January and move forward with a clean slate.

We immediately issued the credit and were planning on moving forward when I received the Revdex.com complaint that is requesting what was already done. Arrow has a long standing, excellent reputation with the Revdex.com and our customers, we have never needed an outside agency to receive the fair treatment they deserve. It would be a shame under these circumstances to receive our first complaint in 67 years in business for an incident that was corrected immediately.

I appreciate your assistance in this matter and if you require anything further, please allow me to assist you.

Regards,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,