Birch Fumigators

Initial Business Response / [redacted] (1000, 6, 2014/07/08) */ July 4, Revdex.com Edmonton, AB T5P 0L Dear [redacted] COMPLAINT ACTIVITY REPORT CASE #XXXXXXX We would like to respond to the letter we recieved in relation to customer named [redacted] At Birch Fumigators, we always do our best to meet the needs of our customers and provide excellent serviceWe have thousands of customers who are happy with our service and have had a great experience with our team, from the office staff that take the work order to the techicians that go out & do the job In relation to [redacted] : She contacted our office to do some rodent control and an appointment was setIt was our technician, [redacted] that recieved the service call The appointment was booked for a hour service windowUnfortunately, the technician was minutes late, due to traffic heading out to Spruce GroveThe customer was very angry with our office staff and was disrespectful as wellWe gave the customer $off the job to make her happyThe technician did the work and the customer was happy with the service and booked a follow up was booked On the day the follow up was to be done, the customer called to say she had to leave and could not wait for the technician any more [redacted] We were willing to work with this customer and she was told to call back when she knows when her schedule would allow her to be home [redacted] At this time the customer was asked to call another pest control company for her rodent follow up [redacted] Also the $that we gave off the job is STILL at our office and been waiting for her to stop in and pick up We always want to work with our customers to get the job done right, on time and with great serviceUnfortunately, we were not able to make this happen with this customer Sincerely yours, [redacted] Technician XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response [redacted] The technician was not minutes late, as I called Birch Fumigators office minutes after the delegated hour service window (at 1537hrs); I have phone records as proof that this phone exchange occurred at the timeOn this phone conversation I was told by [redacted] that the technician would not be able to make it to my home until at least 1800hrsHe arrived shortly after 1820hrsAdditionally, the response to my complaint contradicts what I was told on the phone: that the technician was late due to him being sent to another call that had taken priority over my allotted timeThe reason of "traffic heading out to Spruce" is new to meEven if this was the case, the technician did not arrive until and a half hours after my original appointment The day the follow up was to be done was exactly week from the first visit; that being June 9, between 1300-1500hrsLike the first appointment, I booked the day off work to accommodate the time specifiedIn their response, they have said that I called to say I was unavailableThis statement is fabricated, as I had the afternoon completely allocated specifically for this appointment I was givenAdditionally, when I contacted their offices, I was told that it was in their books that the appointment was for the next day, Tuesday June 17th between 1600-1800hrsThis again is incorrect, as the technician wrote on my first receipt the date and time of the follappointment indicating that it would be June 16, between 1300-1500hrs [redacted] They still have the opportunity to rectify this by completing the job and returning the $as promised

A+ ServicesDon't Trust the Disclosure Statement when buying a home [redacted] discovered numerous issues with a home I was going to purchase that was not listed on the disclosure statement.HOME BUYERS BEWARE.READ THE CONTRACT IN FULL DO NOT TRUST THE REAL ESTATE AGENT

At first we thought about bringing in a contractor to assess our 1950's house, leading to a plan for maintenance and upgradingThen we realized this was akin to offering a blank check to the contractorThe starting point, we decided, was to hire an inspector who would carefully check our home's condition and identify needs That was a perfect plan, and upon checking local inspectors I found most seemed to be exclusively involved in inspection as a part of a mortgage process Only one, [redacted] Home Inspection Service, cited comprehensive inspections as a service to homeowners We engaged [redacted] and could not be more pleased with the service we received for a relatively modest investment nearly a full day of crawling through our crawlspace, checking the details of our attic, discovering construction and electrical and plumbing issues, and telling us periodically throughout the day what he had discovered Mr [redacted] then produced a thoroughly professional report, abundantly illustrated with photos taken of the issues discovered and got that 46-page report to us in less than a week! It is exactly the objective assessment we wanted I don't know anyone who has done this before, but I would without hesitation recommend it to anyone (buyer who wants to be informed, long-time homeowner who wants to plan, and those at all points between) Getting the [redacted] inspection was one of the best steps in home ownership that we have made an exceptionally wise investment leading to well-informed actions and plans on our partOf course, I recommend them most highly

Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ Good afternoon and thanks for the opportunity to respond to this complaint made by this customer At Birch Fumigators we realize that when a client needs to engage our service it is generally a stressful time in their lives and as such we always strive to provide the best possible experience for all of our customersIn the case of this complaint the customer did contact us and ask us to provide a canine inspection for bed bugs in his homeAs with all customers we did disclose the fact that we reserve the right to charge a fee if the clients are unable to be present for the inspection and do not call and reschedule or cancel in an appropriate amount of timeGenerally we will charge a $fee however reserve the right to charge up to the full amount of the invoice depending on the situation The initial appointment was scheduled for Monday March @ 4pm [redacted] did call and give us enough warning and asked to reschedule it for the following day Tuesday March @ pmShortly before the scheduled time [redacted] our contracted technician called [redacted] to ask him where he could parkThe client then [redacted] informed the technician that he was still in Red WaterHe was then informed that he would need to reschedule and that we would apply a service chargeAfter his conversations with the client [redacted] then called the office and informed us of the missed appointment [redacted] one of our admin staff then contacted the client to reschedule the appointment and to let him know we would be charging a service charge for the missed appointment [redacted] He stated he felt it was unfair for us to charge him for work that was not completed and we responded that even though the work was not completed we were on site and ready and willing to perform the duties as requested and that it was ***s fault that it was not carried outAt the end of the conversation [redacted] tried to place the service charge thru the credit card number initially provided by the customer when he first booked our service [redacted] again called the client and informed him of his card issuesHe stated that he was driving and that he would call back with a new payment method and to rebook the appointmentHe however never called back and ignored calls for the officeAt that time we mailed a copy of the outstanding invoice to the address that was provide to us by [redacted] when he booked the appointment When communication via the phone failed we sent a copy to the clients address (same address for billing purpose as it was for the service call) to remind him that he had an obligation to make paymentOn the 17of April we received a very nice phone call from the residence (Not the client) of the address asking use about why we had mailed the invoice to herWe told her that the client had booked an inspection of the home and we were seeking paymentShe informed us that [redacted] no longer lived there [redacted] She then proceeded to provide use with the client's actual current address [redacted] Resolution: The customers desired resolution will not be honored by Birch Fumigators[redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] The correct address burch was to attended was XXXXX XXXst the home owners name is [redacted] and she had a valid bed bug concern this appointment was booked to investigate her concernsBurch has offered no resolution and I am not satisfied with the way they choose to handle themselves in this situation

I would like to take a moment to recommend Hartsell Inspections to anyone looking for a quality home inspectorI had a somewhat unusual request for the ***, who not only handled it but provided very detailed information, was very courteous, professional, and went above and beyond to get me the information I needed Thank you again for your excellent customer service!!!

A+ Services. Don't Trust the Disclosure Statement when buying a home. [redacted]
discovered numerous issues with a home I was going to purchase that was not listed
on the disclosure statement.HOME BUYERS BEWARE.READ THE CONTRACT IN
FULL DO NOT TRUST THE REAL ESTATE AGENT.

At first we thought about bringing in a contractor to assess our 1950's house, leading to a plan for maintenance and upgrading. Then we realized this was akin to offering a blank check to the contractor. The starting point, we decided, was to hire an inspector who would carefully check our home's condition and identify needs. That was a perfect plan, and upon checking local inspectors I found most seemed to be exclusively involved in inspection as a part of a mortgage process. Only one, [redacted] Home Inspection Service, cited comprehensive inspections as a service to homeowners. We engaged [redacted] and could not be more pleased with the service we received for a relatively modest investment nearly a full day of crawling through our crawlspace, checking the details of our attic, discovering construction and electrical and plumbing issues, and telling us periodically throughout the day what he had discovered. Mr. [redacted] then produced a thoroughly professional report, abundantly illustrated with photos taken of the issues discovered and got that 46-page report to us in less than a week! It is exactly the objective assessment we wanted. I don't know anyone who has done this before, but I would without hesitation recommend it to anyone (buyer who wants to be informed, long-time homeowner who wants to plan, and those at all points between). Getting the [redacted] inspection was one of the best steps in home ownership that we have made an exceptionally wise investment leading to well-informed actions and plans on our part. Of course, I recommend them most highly.

I have used Birch Fumigators now for about 6 years for mice control in my yard. Our yard is on the back of a field and we have a hot tub on our lower deck in the yard. The mice use the area under the hot tub a s their year round spa and breeding ground. Birch comes out every spring and fall to control the infestation. They are always professional, courteous and thorough. We have also contracted them for ant and wasp control. I would highly recommend them to anyone.

Initial Business Response /* (1000, 6, 2014/07/08) */
July 4, 2014
Revdex.com
Edmonton, AB T5P 0L3
Dear [redacted]
COMPLAINT ACTIVITY REPORT CASE #XXXXXXX
We would like to respond to the letter we recieved in relation to customer named [redacted].
At Birch...

Fumigators, we always do our best to meet the needs of our customers and provide excellent service. We have thousands of customers who are happy with our service and have had a great experience with our team, from the office staff that take the work order to the techicians that go out & do the job.
In relation to [redacted]: She contacted our office to do some rodent control and an appointment was set. It was our technician, [redacted] that recieved the service call.
The appointment was booked for a 3 hour service window. Unfortunately, the technician was 30 minutes late, due to traffic heading out to Spruce Grove. The customer was very angry with our office staff and was disrespectful as well. We gave the customer $50.00 off the job to make her happy. The technician did the work and the customer was happy with the service and booked a follow up was booked.
On the day the follow up was to be done, the customer called to say she had to leave and could not wait for the technician any more. [redacted]
We were willing to work with this customer and she was told to call back when she knows when her schedule would allow her to be home. [redacted]
At this time the customer was asked to call another pest control company for her rodent follow up. [redacted] Also the $50.00 that we gave off the job is STILL at our office and been waiting for her to stop in and pick up.
We always want to work with our customers to get the job done right, on time and with great service. Unfortunately, we were not able to make this happen with this customer.
Sincerely yours,
[redacted]
Technician XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response.
[redacted]
The technician was not 30 minutes late, as I called Birch Fumigators office 37 minutes after the delegated 3 hour service window (at 1537hrs); I have phone records as proof that this phone exchange occurred at the time. On this phone conversation I was told by [redacted] that the technician would not be able to make it to my home until at least 1800hrs. He arrived shortly after 1820hrs. Additionally, the response to my complaint contradicts what I was told on the phone: that the technician was late due to him being sent to another call that had taken priority over my allotted time. The reason of "traffic heading out to Spruce" is new to me. Even if this was the case, the technician did not arrive until 3 and a half hours after my original appointment.
The day the follow up was to be done was exactly 1 week from the first visit; that being June 9, 2014 between 1300-1500hrs. Like the first appointment, I booked the day off work to accommodate the time specified. In their response, they have said that I called to say I was unavailable. This statement is fabricated, as I had the afternoon completely allocated specifically for this appointment I was given. Additionally, when I contacted their offices, I was told that it was in their books that the appointment was for the next day, Tuesday June 17th between 1600-1800hrs. This again is incorrect, as the technician wrote on my first receipt the date and time of the follow-up appointment indicating that it would be June 16, 2014 between 1300-1500hrs.
[redacted]
[redacted] They still have the opportunity to rectify this by completing the job and returning the $50.00 as promised.

Initial Business Response /* (1000, 5, 2015/05/01) */
Good afternoon and thanks for the opportunity to respond to this complaint made by this customer.
At Birch Fumigators we realize that when a client needs to engage our service it is generally a stressful time in their lives and as...

such we always strive to provide the best possible experience for all of our customers. In the case of this complaint the customer did contact us and ask us to provide a canine inspection for bed bugs in his home. As with all customers we did disclose the fact that we reserve the right to charge a fee if the clients are unable to be present for the inspection and do not call and reschedule or cancel in an appropriate amount of time. Generally we will charge a $75 fee however reserve the right to charge up to the full amount of the invoice depending on the situation.
The initial appointment was scheduled for Monday 9 March @ 4pm. [redacted] did call and give us enough warning and asked to reschedule it for the following day Tuesday 10 March @ 4 pm. Shortly before the scheduled time [redacted] our contracted technician called [redacted] to ask him where he could park. The client then [redacted] informed the technician that he was still in Red Water. He was then informed that he would need to reschedule and that we would apply a service charge. After his conversations with the client [redacted] then called the office and informed us of the missed appointment. [redacted] one of our admin staff then contacted the client to reschedule the appointment and to let him know we would be charging a service charge for the missed appointment. [redacted] He stated he felt it was unfair for us to charge him for work that was not completed and we responded that even though the work was not completed we were on site and ready and willing to perform the duties as requested and that it was [redacted]s fault that it was not carried out. At the end of the conversation [redacted] tried to place the service charge thru the credit card number initially provided by the customer when he first booked our service. [redacted] again called the client and informed him of his card issues. He stated that he was driving and that he would call back with a new payment method and to rebook the appointment. He however never called back and ignored calls for the office. At that time we mailed a copy of the outstanding invoice to the address that was provide to us by [redacted] when he booked the appointment.
When communication via the phone failed we sent a copy to the clients address (same address for billing purpose as it was for the service call) to remind him that he had an obligation to make payment. On the 17of April we received a very nice phone call from the residence (Not the client) of the address asking use about why we had mailed the invoice to her. We told her that the client had booked an inspection of the home and we were seeking payment. She informed us that [redacted] no longer lived there [redacted] She then proceeded to provide use with the client's actual current address.
[redacted]
Resolution: The customers desired resolution will not be honored by Birch Fumigators.[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] The correct address burch was to attended was XXXXX XXXst the home owners name is [redacted] and she had a valid bed bug concern this appointment was booked to investigate her concerns. Burch has offered no resolution and I am not satisfied with the way they choose to handle themselves in this situation.

Initial Business Response /* (1000, 5, 2015/05/01) */
Good afternoon and thanks for the opportunity to respond to this complaint made by this customer.
At Birch Fumigators we realize that when a client needs to engage our service it is generally a stressful time in their lives and as such we...

always strive to provide the best possible experience for all of our customers. In the case of this complaint the customer did contact us and ask us to provide a canine inspection for bed bugs in his home. As with all customers we did disclose the fact that we reserve the right to charge a fee if the clients are unable to be present for the inspection and do not call and reschedule or cancel in an appropriate amount of time. Generally we will charge a $75 fee however reserve the right to charge up to the full amount of the invoice depending on the situation.
The initial appointment was scheduled for Monday 9 March @ 4pm. [redacted] did call and give us enough warning and asked to reschedule it for the following day Tuesday 10 March @ 4 pm. Shortly before the scheduled time [redacted] our contracted technician called [redacted] to ask him where he could park. The client then [redacted] informed the technician that he was still in Red Water. He was then informed that he would need to reschedule and that we would apply a service charge. After his conversations with the client [redacted] then called the office and informed us of the missed appointment. [redacted] one of our admin staff then contacted the client to reschedule the appointment and to let him know we would be charging a service charge for the missed appointment. [redacted] He stated he felt it was unfair for us to charge him for work that was not completed and we responded that even though the work was not completed we were on site and ready and willing to perform the duties as requested and that it was [redacted]s fault that it was not carried out. At the end of the conversation [redacted] tried to place the service charge thru the credit card number initially provided by the customer when he first booked our service. [redacted] again called the client and informed him of his card issues. He stated that he was driving and that he would call back with a new payment method and to rebook the appointment. He however never called back and ignored calls for the office. At that time we mailed a copy of the outstanding invoice to the address that was provide to us by [redacted] when he booked the appointment.
When communication via the phone failed we sent a copy to the clients address (same address for billing purpose as it was for the service call) to remind him that he had an obligation to make payment. On the 17of April we received a very nice phone call from the residence (Not the client) of the address asking use about why we had mailed the invoice to her. We told her that the client had booked an inspection of the home and we were seeking payment. She informed us that [redacted] no longer lived there [redacted] She then proceeded to provide use with the client's actual current address.
[redacted]
Resolution: The customers desired resolution will not be honored by Birch Fumigators.[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] The correct address burch was to attended was XXXXX XXXst the home owners name is [redacted] and she had a valid bed bug concern this appointment was booked to investigate her concerns. Burch has offered no resolution and I am not satisfied with the way they choose to handle themselves in this situation.