Beeline Pest Control, Inc.

Here is the information we have on this account:  We first service this account on May 14th, 2015.  The customer signed up for a quarterly maintenance program.  The program requires a commitment to receive 4 treatments. There is an option to end the program early, if desired, for a...

penalty of $30.00 or the customer must refund the discount they received for signing up for the year of quarterly services, whichever is greater.  This customer signed the agreement and initialed a paragraph explaining the early cancellation policy.  In this case the customer received a $25.00 discount for signing up on the program.    The 2nd of the four treatments was completed on September 8th, 2015. This service was approximately 3 weeks late because the customer would not answer the phone or return our calls to set an appointment for some time. The 3rd of the four treatments was completed on December 1st, 2015. This service was approximately 2 weeks late because the customer would not answer the phone or return our calls for some time. The 4th treatment was never scheduled.  We were unable to get an answer on the phone or a return call from the customer. We continued to call the customer from February 7th, 2016 through December 1st 2017.  At that point we had called approximately 176 times and left messages on the machine on approximately ¼ of those calls. (We we using the same phone number that all previous services had been scheduled with). We then sent letters to the customer explaining the pending cancellation of their service agreement and asked the customer to call us.  We received no reply.  We also called again on March 20th, 2017 and May 29th, 2017 and left a message telling the customer that their account was going to be referred to a professional collection company.  On June 9th, 2017 the account was sent to a professional collection company.  (We gave them the same mailing address that we had used to send our notification letters). On June 21st, the customer called us to dispute the collection action.  With the extremely numerous phone calls and the letters that we had sent the customer, we had already given her ample opportunity to clear up any miscommunications that may have occurred before sending her to collections. If she had any complaint or dispute, we were always available to discuss it.  Sending an account to a professional collection company is a last resort for us.  We only do so when all else has failed.  When we did not agree to stop the collection action, the customer began to introduce a series of new complaints about the service.  None of these complaints were noted previously in the customer’s account as is the common procedure here. The complaints began to be more egregious as the phone call continued, to the point of slander and defamation.  These were the type of complaints, that if ever received, would go straight to a manager and then on to the owner of the company. Again, we had no record of any such complaints on her account before she called to complain about the collection action.  At this point, the debt has been sold to a third party collection company. If the customer can choose to settle with them or ignore them like they ignored us for so long. We will not be dealing with this customer any further unless some action needs to be taken for any future slander or defamation.

Complaint: [redacted]I am rejecting this response because: Once again Beeline Pest Control has sited all the dates and how many times they called and even included that I did not receive services rendered on time. Beeline did not put why these services were not rendered on time though, it was due to their schedule and when the appointments could meet when we were available. Beeline Pest Control even addressed that I was not telling the truth and have now slandered their name. They also are now claiming I am "defaming" their name and even put in their response that they are going to take action against me with a law suit for doing so for reporting this claim to the Revdex.com. How is that a proper response to a very disgruntled customer? As you can tell by the dates, I upheld my end of the contract as I clearly stated in the first complaint until after the third application of product. I did call Beeline and advised the representative of the company of what happened that day at my home. The person who came out to my home was a different person than I had the two times before. When I asked what happened to the other guy he told me he had been fired because he was a jerk and that he didn't know what he was doing and so forth. It was very awkward and unprofessional. The Beeline employee than proceeded to drench my home with ant spray and was throwing green square mouse poison behind my washing machine, TV, Refrigerator's, couches and so much more. He even sprayed ant spray on my couches and told me it would dry. Please note that I have a very clean house and have never had ants before, I only wanted treatment for spiders and wasps.  I advised him that I have cats that wander around our home and he laughed and said they weren't that great if I had mouse issues...I was like...I don't have mouse issues except outside by the shed and chicken coop. The employee just laughed and continued on. After he left I went and picked up all the mouse poison, so that my cats would not eat it and get ill or die. I took the square to my vet and asked him if it could kill my cats or dogs and he said yes.So, contrary to Beeline Pest Controls word that their products do not hurt animals...it does. The Beeline guy then went outside and saturated my entire yard with wasp killer and when I say saturated I mean it. When he came back in, I clearly asked him if this was going to affect our chickens, dogs or rabbits and he laughed again and said that with as much as put down that I would want to keep them inside for a few days. My reply was, chickens don't live indoors and he laughed again and said it was time to get new chickens.  The Beeline employee than started talking about dating and if I was single and etc....it was very awkward again and I just wanted him to leave. After the employee left I called Beeline Pest Control and advised them of what had happened and I was told they were sorry and that the employee would be talked to and not to worry about the contract. I am very disappointed by Beeline Pest Controls response to my first claim to Revdex.com. There is no apology for their employees behavior or even acknowledgement except to once again say that am lying and making this up and that if I continue that they will sue me for defaming their name. Their comment about how they have sold the contract to a third party and that I was welcome to ignore them as I supposedly ignored them proves Beeline Pest Controls lack of professionalism. Beeline claims they called and sent billing notices. I once again claim that they were calling a number that I personally do not have access to. I did have access to that number back when I made the appointments, but I have not had access to that number for over 1.5 years. As far as them mailing me bills, I never opened their mail as I thought it was all cleared up due to what I was told by a Beeline employee and thought it was junk mail. For that I take responsibility for. But I will not accept that Beeline has continued to defame me as a person and continually say I am speaking the untruth. I am a person of my word and if I am in the wrong I admit it, but if I am not...I will not say I was. Beeline Pest Control needs to stand by what their employee told me over the phone. I should not be responsible for the 30.00. I should not have this on my credit, Beeline should be reprimanded for their unprofessional business practices.    about the last service.I do not know why Beeline is claiming they record all calls and this one is not there. But I do know I made the call and I am not a liar. I am very offended by Beeline 
Sincerely,
[redacted]

Thank you for forwarding this complaint on to us. I have reviewed this complain and interviewed the employees involved. I believe that this customer has a legitimate point and I would be more than willing to work with him to resolve the issues. Please notify him that he will need to call and talk...

to me with the mindset of working together to solve the problem reasonably to his satisfaction. In the most recent phone call we received from him, he simply asked the secretary to pass on a message to the manager about how upset he was. There was no interest in trying to find a solution or even a request for a refund.
I did discover, while interviewing the technician, that the space above the drop-ceiling had some vines growing in it. Also, there were signs that there had been some water leaks in that space. This indicates issues that may have contributed to the highly unusual occurrence of the odor from the dead mice.
I was concerned about some of the exact wording that was used by our manager on the first phone call. Because we never know exactly what we are going to encounter until we are at the customer's house, I prefer them not to use definitive phrases like "will not smell" or "will die outside." Instead we should use wording like "almost never" or "nearly always" or "in most cases."
I checked our database and discovered that the chances of a dead mouse smell are less than 1 in 2000. That excludes the data for our quarterly customers who also receive a mouse treatment, but the computer records it as a "quarterly" treatment instead of a "mouse" treatment. If those numbers are included, it is realistically more like 1 in 10,000, (rough estimate)chances of having a dead mouse smell after our treatment.
With those type of odds, it is understandable how our secretaries have gotten a little off with their exact wording. However, that is still no excuse for it. I will be holding a training meeting in the near future to address this and will be enforcing a policy to correct the wording. Because of the precise wording, and for that reason only, I would be willing to refund this customer's money. The treatment alone would not cause a dead mouse smell. It requires a certain combination of conditions beyond our control to be present at the house for that result. Also, when dealing with live animals, there are no certainties.
I would like to apologize to you at the Revdex.com for our lapse in quality on the initial phone call for this customer. I realize that your name sits with ours when you give us the A+ rating. We will continue to look for ways to be always improving and to protect and build our reputation along with the reputation of the Revdex.com. We realize that you put a lot of trust in us as the only pest control company in Utah approved to use the word "premier" in our advertising. We will move forward with the goal of zero complaints, hoping to repeat our previous accomplishment of 10 years straight with no complaints.
Again, if Steve would like to work with us, have him call me, Tracy, at ###-###-####. I would like the opportunity to apologize to him, to solve any problems that he still has and to issue a refund based on the initial explanation he received of our service. We consider ourselves "problem solvers" here and are disappointed that we have caused this whole misunderstanding.
Tracy
Beeline Pest Control Inc.
###-###-####

Complaint: [redacted]
I am rejecting this response because:They are falsifying information. I will not do business with them no matter the outcome. I will be leaving nagative reviews on any and all sites such as good, help and Revdex.com so others are aware of the bait and switch tactics and poor customer service and falsified information. Let alone claiming to do a service without the customer being able to witness the process.  
Sincerely,
[redacted]

On 8-16-17 we called [redacted] to set up an appointment for his quarterly pest control service.  He answered the phone and set up an appointment for Saturday, 8-26-17 sometime between 10:00 and 12:00 noon.  On Saturday, 8-26-17 our technician showed up to the house at 9:57 for the scheduled...

appointment.  He knocked on the door but didn’t receive any answer.  He waited 15 minutes (as per our company policy) and knocked on the door again.  Again, there was no answer at the door.  Our technician then called the office at 10:13 to let us know that no one seemed to be home for the scheduled appointment.  Our office then called [redacted] to let him know that we had a technician at his house and we were not getting an answer at the door. No one answered this phone call so we left a voicemail explaining that were at the house and that we were going to get the treatment completed on the outside of the house and that if he would like the inside done this quarter he could call us back and schedule another appointment to have us come back and do the inside. Our technician completed the service on the outside of the house and left paperwork at the front door.  We called [redacted] again 4 days later on 8-30-17 to get payment for the service on 8-26-17 and to find out if he needed anything done on the inside this quarter. No one answered the phone, so we left a message again.  Between then and Dec. 27th, we did not receive any communication from [redacted] about the service or the outstanding balance.  We did send some paper invoices/statements to him regarding the outstanding balance.  We also called him on Nov. 22nd, 29th, Dec. 1st, 8th, 12th and 20th to schedule his next quarter, but he did not answer the phone or return our calls. On Dec. 27th, 2017 we called and he answered the phone.  We talked about the appointment that was overdue and the outstanding balance that was overdue.  In the end, he decided to cancel his service going forward.  He said that he would mail in a check for the outstanding balance from the last appointment.  No payment showed up in the mail.  On February 7th, 2018 we called him to let him know that his account was being prepared to be sent to collections. Again, he didn’t answer, so we left a message again.  This time he called us back that same day. He first said that he couldn’t find on the Revdex.com website. We helped him with that.  Then he disputed the fee from the previous appointment.  We went through the terms of the agreement with him and made sure he had a clear understanding of both parties’ obligations.  At this point the account has a balance of 77.72 including the balance owed with finance charges for the late payment.  If this account if referred to collections, the collection fee will raise the balance to 102.72 plus interest depending on how long the account remains unpaid.  If we can get a payment on this within a week (before 2-28-18) and avoid sending this to collections, we would be willing to settle for the original $65.00.  This offer would be under the conditions that [redacted] agrees not to call us again for any future services and the we do not have to spend any more time discussing the matter and that we would not hear from [redacted] again through any third-party mediator or review system such as Revdex.com.  If these terms are not kept, the original balance owed will be charged with all penalties and interest applied in full. If this offer is acceptable, please have [redacted] send a check for $65.00 to Beeline Pest Control at PO Box 160248 Clearfield, UT 84016 or he can call in a credit card payment to 801-544-9200.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have accepted their offer of a full refund and notified them that I may still contact them in the future about the repairs needed to be made to my basement ceiling.
Sincerely,
[redacted]

Our first response was very clear. We have nothing further to add.  Having an argument back and forth on a public forum isn't going to get either of is anywhere. If a member of the Revdex.com would like to call and talk to me in person, I have a possible solution in mind for this customer.