Beebe's Pest Control

Revdex.com:
The business completed the job as requested on April 3 at no additional cost, satisfying my request.
Regards,
[redacted]

We have read the response to our complaint.  We agree that the company has responded to our calls but we are still trying to rectify the problem reported in our initial contract.  Contracted services listed were not performed on initial treatment, and has subsequently allowed further termite damage due to our oak floor at the initial termite sites.   A field respresentative was in our home and drilled the oak floor and slab in September.   At that time, "[redacted]" recommended to solve this termite infestation, the stem wall needs to be diagonally drilled and treated under the slab.  He stated that this would solve the problem but he could not do this service without the president's ([redacted]) approval who was out of town at that time.  In the meantime, "[redacted]" has called asking if we will release the complaint to Revdex.com, and we have told her "no, we are still waiting for the approval and completion of services as recommended by [redacted].  We did receive a call while we were out of the country.  Upon return we called Beebe's to get a response to [redacted]'s recommendation and get a plan into action .  AND, we had to call the company again after that phone call to get the response.  With the second call we have had a positive statement that the company will indeed send [redacted] to our house and perform the service needed to hopefully eradicate the termintes.  We understand this to mean these services will be completed at no charge to us.   At this point we feel Beebe's is working with us on our complaint and trying to resolve this problem correctly.  We will update our complaint after the field supervisor completes his service scheduled for November 5th.

We will explain to our customers the difference between extermination and exclusion work such as a honey removal to avoid further confusions in the future. We apologize if at anytime you were misunderstood.We did reach out to you to see if you felt like this situation needed to be further resolved and you did not choose to call us back. Again, we have implemented training to thoroughly explain the cost and inclusion of all services performed since the mishap we had with you. No refund has been processed as you were never charged. I understand that you provided your card details while initially ordering service. The card has been taken off file and your account with us is, and will remain inactive as services were never completed. We have already fulfilled your desired settlement as of 8/7/2017.

called customer to get the job finished,.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID...

[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No They did not trap any cats.  Within my agreement with Beebees I requested they trap and release to the care of the animal rescue/control.  They have no proof and why did it take so long to respond with your new and current false claim?   Beebe's  is lying to try and get out of what I contracted them for.  I will not pay for something that wasn't done.  I have tried to resolve personally with these people last year for several days, weeks and months in  a row.  They haven't had the same story twice.   They didn't respond any where near what they are claiming now.  I am appalled and feel the debt will have to be written off as the HOA wont pay for something that wasn't done.  Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted],You
were quoted $150 for "bee extermination", and assumed a honey removal
would be included in that. Honey removals aren't priced with a flat rate or
included in the cost of extermination for a few reasons. 1. The cost of the
honey removal is going to depend entirely on the location of...

the honey comb,
size of the honey comb, and the materials that will be needed for repair after
the removal. 2. Having bees does not necessarily mean that you have a honey
comb to be removed. Often times customers have large swarms of bees with no
honey present. 3. For many, funds for pest control can be tight especially when
exclusion work is needed. Bees may need to be exterminated right away for
health and safety reasons such as pets or allergies and the customer might not
be able to afford both services. We like to bid at the time of service and
leave the option open so you have the opportunity to decide what is going to be
the best decision for you and your household.You
held the technician hostage in his truck demanding that he write you a document
and sign it stating that you would get a refund. The technician was advised by
the owner to leave as we do not believe in subjecting our employees to verbal
abuse and harassment from anyone while on the job. You were "denied a
refund" because Beebe's Pest Control never performed services for you, or
charged you. We did reach out to you with a response on a bad Yelp review you
had posting requesting that you reach out to the office if you had any further
complaints regarding this matter. You never reached out.You
spoke with the Office Manager. At the time of your call there was no other
management in the building for you to speak with. You were not denied to
opportunity to speak with an upper manager, you were offered to be called back
by the owner when they arrived in the office. You denied the callback and
demanded that someone else talk to you right now. You were verbally abusive and
irate throughout your entire call into the office. Several times throughout the
conversation the phone call was almost terminated due to your inability to
remain professional while on the line. You quote in your Revdex.com complaint that the
office manager stated she "guessed some people needed retraining".
The actual statement used in the phone we have record of was, "We will
implement new training to help our customers better understand the difference
between extermination and honey removal to avoid this happening in the
future" to which your response was " You guys are [redacted] is to
not include honey removals. Obviously the honey has to be removed if I dont
want the bees to come back". Your desired settlement was fulfilled at the
time of the original phone call when the Office Manager advised you we will
implement new training to help us better explain to our customers when
scheduling extermination the cost and inclusion of services performed. Since
your original complaint 8/7/2017, customers are advised that if honey is
present the removal cost will be bid by the technician at the time of service.

To Whom It May Concern, [redacted] was a new customer. We did 1 spray for her 06/26/2017. At the time of service she requested to have her window sills sprayed. The technician was hesitant and let her know that we do not spray windows. He explained to her that they spray the perimeter of the house on...

the ground which is effective because in order for a pest to climb up the wall of your house to get to the window it would have to cross the barrier on the ground which would kill it. She insisted that everyone else that has done service for her sprays the windows and she wants them sprayed. The technician called in and got permission to break protocol and was advised to spray where she asks to have sprayed. She called on 7/7/2017 (12 days after initial service) and filed a complaint with the office that our technician was pushy because he wouldn’t spray the windows and she wanted free pest control and the owner to come take all the screens off her house wash them wash the windows and put the screens back because there was a small amount of overspray residue on the windows. 7/11/2017 the owner tried to call to talk to her twice but she did not answer and her voicemail box was full. On 7/11/2017 she called back just shy of closing time and I had spoken with her. She was very verbally abusive on the phone and I had to let her know that continuing to speak to me in the fashion she was would result in the end of that phone call. She told me she wanted 3 free months of pest control and window cleaning. She felt the overspray was the result of the technician not taking his time. We did offer a retreat at no additional cost to her, and I explained to her that the instrument used to administer pest control is not a precision instrument. The equipment is designed to distribute a fan mist. The wind of an outside environment with a tool specifically designed to fan spray a mist of chemical is almost guaranteed to produce overspray which is why the technician was “pushy” and hesitant to do this spray for her in the first place. She again started to be very verbally abusive and started back using curse words to make personal attacks on the employees. She went as far as to make threats to myself and the company at which time she told me she was calling the Revdex.com if I didn’t give her the free stuff she wanted. At that time I very professionally let her know that I would have to end the phone call due to the continuance of making threats and using intolerable language, and if she felt it was necessary to file with the Revdex.com we would be more than happy to follow up on any complaints filed. No further contact has been with this customer. Also, I did have an opportunity to speak with Daniel and he has not received any emails from Revdex.com. He also checked his spam and did not have any emails. He did call and leave a message to have his call returned but asked that we confirm the email you have to reach him at as well as add [redacted]@beebes.com [redacted]@beebes.com and [redacted]@beebes.com to make sure that no communications are missed. If you have any additional questions or concerns, please feel free to reach out. Thank you, Nikki B[redacted]Customer ServiceBeebe’s Pest, Termite & Bee Service###-###-####[redacted]@Beebes.com

Left several messages to call on 2/04/15.  No response as of yet.  Customer failed to mention that Beebes Pest Control traped 8 cats on several visits.  No payment has been made.

When dealing with termites it is important that the customer understands that they must wait for the chemical to make its way back to the colony to kill the termites, they are a lot like ants. With that in mind every time that the customer called us with a problem we...

went out and retreated or called them back to resolve the issue. According to our records when they called in after a retreat service that they weren't happy with we had our technician go back out and do a retreat service and explain how the re-treat works. Also when he called in on 7/18/2015 to report termite activity we were out at his house on 7/21/2015, not waiting for the 90 days to past. We also sent our tech supervisor out there on 10/1/15 he meant with Mr [redacted] and serviced the areas that were question. This is a good example that we want to take care of our customer when they had a problem. We either called them back or we were back at their houses within a few days.

We have no problem going out to do another pest control spray as [redacted]'s original complaint was focused solely on the fact that she did not like the technician because she felt like the overspray was a result of him rushing and he was "pushy". We do have phone logs of the conversations with [redacted], as well as the outgoing call to [redacted]'s phone at 8:47am, and the call from the technician requesting to break protocol to spray the windows at the request of the customer. I apologize sincerely that you felt like the cost of service was "highway robbery" but you were quoted over the phone prior to service $65 for initial service and $55 for any additional service after that which is flat pricing and the same for every customer that sets for service in a home that has the same square footage as yours. We have tried to resolve this with you on multiple occasions, again entirely documented by phone logs. If window cleaning was a service we offered we would be more than happy to go back out to clean the windows. Since we do not offer window cleaning as a service no one knows proper procedures to remove your screens and clean your windows and if we cant guarantee window cleaning service we do not want to offer it to you and have it result in another unhappy experience. If you would like us to come out and spray again, by all means please give us a call to schedule.

The response received from this company flies in the face of Customer Service and truthfulness.  I will go point by point and explain my side of the story1)  At the time of service, I did not request to have my window sills sprayed, it was a suggestion by the Technician.  Not once did he tell me that spraying of the windows would be ineffective.  I did not insist that everyone else who has done service on my previous houses has sprayed the windows.  Not true by the Tech2)  The technician never asks me what windows I wanted to have sprayed, he just sprayed all windows.  Not true3)  I did call to complain about the overspray and wanted them to come to back and clean the screens.  True4)  The owner called me twice and there was no answer and my voicemail was full.  I was home the morning he said he called and according to my callerid, he did not call at the time he said he called.  Additionally, my voicemail box does not get so many calls as to it being full.  Not true.5) Nikki says I asked for 3 free months of pest control and window cleaning.  Not true 6)  She says she offered to respray at no additional charge.  Not true7)  I never used curse words to personally attack her.  8) She said I made threats to her and the Company.  Not true  9) She said I continued to make threats with intolerable language. Not true

this is not an approproare or satisfactory response to the request I have made.

Left message on 02/04/2015.  No response.  We wish to let her know that [redacted] is no longer employed by Beebes and to apologize for the errors that were made on her behalf.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We have read the response to our complaint.  We agree that the company has responded to our calls but we are still trying to rectify the problem reported in our initial contract.  Contracted services listed were not performed on initial treatment, and has subsequently allowed further termite damage due to our oak floor at the initial termite sites.  
A field respresentative was in our home and drilled the oak floor and slab in September.   At that time, "[redacted]" recommended to solve this termite infestation, the stem wall needs to be diagonally drilled and treated under the slab.  He stated that this would solve the problem but he could not do this service without the president's ([redacted]) approval who was out of town at that time.  In the meantime, "[redacted]" has called asking if we will release the complaint to Revdex.com, and we have told her "no, we are still waiting for the approval and completion of services as recommended by [redacted].  We did receive a call while we were out of the country.  Upon return we called Beebe's to get a response to [redacted]'s recommendation and get a plan into action .  AND, we had to call the company again after that phone call to get the response.  With the second call we have had a positive statement that the company will indeed send [redacted] to our house and perform the service needed to hopefully eradicate the termintes.  We understand this to mean these services will be completed at no charge to us.   
At this point we feel Beebe's is working with us on our complaint and trying to resolve this problem correctly.  We will update our complaint after the field supervisor completes his service scheduled for November 5th.

When dealing with termites it is important that the customer understands that they must wait for the chemical to make its way back to the colony to kill the termites, they are a lot like ants. With that in mind every time that the customer called us with a problem we...

went out and retreated or called them back to resolve the issue. According to our records when they called in after a retreat service that they weren't happy with we had our technician go back out and do a retreat service and explain how the re-treat works. Also when he called in on 7/18/2015 to report termite activity we were out at his house on 7/21/2015, not waiting for the 90 days to past. We also sent our tech supervisor out there on 10/1/15 he meant with Mr [redacted] and serviced the areas that were question. This is a good example that we want to take care of our customer when they had a problem. We either called them back or we were back at their houses within a few days.

We would like to apologize.  Credit was given in the form of Free treatment with no charge.

As the owner of Beebe's pest control I reversed any charges regarding their  services provided for their HOA.

called customer to get the job finished,.