Black Widow Exterminators

[redacted] is correctShe called to reschedule her free re-treatment hours prior to the appointmentThat late notice doesnt give us any time to refill that time slot and we simply lose that hourWhen I informed her that we could reschedule her free re-treatment, but because she rescheduled at the last hour that there would be a $trip charge because we lost that hourShe then said had she known that there was a trip charge if she canceled at the last minute that she would have called earlierWhy would she wait until we cant refill that time slot when she could have cancelled earlier and given us time to refill that slot? We have given [redacted] many free re-treatments as she often asks for themShe didnt even apologize for the late cancellation even knowing that we would lose that hourShe simply did not care that she caused us to lose that hour and didn't care to hear why we charge a small trip charge for late cancellationsShe then told me she wanted her free re-treatment and then would never use us again.Also, rescheduling her appointment put her outside of her guarantee window, so I told her that she could go ahead and call another company

I am refunding [redacted] 's full $she paid for the pest control treatmentShe can then hire and be disrespectful to another company

Complaint: ***
I am rejecting this response because Black Widow has not resolved this issue to my satisfaction, or at allWhile I take significant issue with ***'s rude and disrespectful manner and lack of customer service, my issue is around his business policies, or lack thereofAt no point was I informed of the hour cancellation policy and $trip feeAdditionally, my receipt states the following: "Please allow days for material to work after application" and "Guarantee - day." The original service was on 6/10/I called and left a message on 7/1/16, days after the original application, due to the fact that we were continuing to see spiders in the basementThis date is in between the day wait time and the day guaranteeI did not hear from *** until 7/5/and the earliest time that they could come out when I could be home, was 6/11/This date was more than days since the original treatment, however it was never mentioned that this was outside of the guarantee because the date I called due to significant spiders was well within the day guarantee periodNowhere on the receipt does it state that the re-application must occur within daysIt merely states a day guaranteeSince their treatment did not yield good results days after, the guarantee was still in effect at the time of the complaint.Additionally, *** remarked that I frequently ask for reapplications within the guarantee periodThis is a statementIn my years of working with Black Widow, this is the first time I have utilized the day guaranteeI called last year weeks after the first application and since I was out of the day guarantee paid the fee they charged to come out and spray again.Again, I request that Black Widow honor their guarantee by coming out and spraying againAdditionally, as a result of their failure to disclose their policy for cancellations, I do not agree to pay the trip feeIf they will not honor their policies, I will need to call another exterminator as the spider issue is not one we can live withIf I do that, I will seek reimbursement for the costs incurredThis can be in the form of a refund for the original $I paid them for a service that was ineffective
Sincerely,
*** ***

[redacted] is correct. She called to reschedule her free re-treatment 2 hours prior to the appointment. That late notice doesnt give us any time to refill that time slot and we simply lose that hour. When I informed her that we could reschedule her free re-treatment, but because she rescheduled at the...

last hour that there would be a $39 trip charge because we lost that hour. She then said had she known that there was a trip charge if she canceled at the last minute that she would have called earlier. Why would she wait until we cant refill that time slot when she could have cancelled earlier and given us time to refill that slot? We have given [redacted] many free re-treatments as she often asks for them. She didnt even apologize for the late cancellation even knowing that we would lose that hour. She simply did not care that she caused us to lose that hour and didn't care to hear why we charge a small trip charge for late cancellations. She then told me she wanted her free re-treatment and then would never use us again.Also, rescheduling her appointment put her outside of her guarantee window, so I told her that she could go ahead and call another company.

I am refunding [redacted]'s full $109 she paid for the pest control treatment. She can then hire and be disrespectful to another company.