Initial Business Response /* (1000, 8, 2016/01/22) */
On Friday, December 4, 2015 at 9 a.m., [redacted] a field representative of [redacted]'s Community Pest Control arrived at the home of [redacted] on [redacted] Ct, [redacted] CA, XXXXX. The services to be rendered were for the treatment of...
ants and rodents. Upon arriving [redacted] did the usual paperwork prior to service, and also explained the service to be performed. As [redacted] was doing his paperwork Ms. [redacted] produced a coupon she had gotten out of the phone book for $20.00 off. The coupon states $20.00 off "initial service" which is a term used for the first service of a monthly contract. Ms. [redacted] was not going on service but was instead purchasing a "one shot" which is a onetime treatment with a follow up within 30 days "if needed" and "must be called in", as stated on the service agreement. Ms. [redacted] became irritated with the response and said it was false advertising. [redacted] called the office to relay the situation to [redacted] who verified that coupons are not for one shots". [redacted] said Ms. [redacted] was so aggravated that at one point a male who was with her said, "just pay the guy so he can do his job-. Ms. [redacted] stated to [redacted] that other pest control companies she had used in the past also had not honored their coupons. I would assume their reasoning would be the same.
After Ms. [redacted] and her male friend left the house, [redacted] treated for the ants and threw four .75 oz rodent bait blocks into different parts of the attic and locked himself out as he left.
Ms. [redacted] is wrong in her assertion that service was not rendered. [redacted] did exactly what he said he would do for Ms. [redacted], and did it professionally, In return, Ms. [redacted] wrote a long dissertation about false advertising and accusing [redacted] of not delivering the service agreed upon and mailed it to the office. This was totally inappropriate as she could have easily called the office to voice her concern or just ask a simple question regarding the service given. The letter was accusatory and disparaging to long time employee, [redacted] Westfall, to which point I found no response was necessary. Ms. [redacted] states that no follow up service could be scheduled. This is simply untrue as Ms. [redacted] only called one time on 12/23/2015 to ask to speak to a manager. [redacted] told her that the Manager was on vacation and would be back on 1/04/2016. I was actually gone from 12/23/2015 to 01/04/2016.
At no point in the conversation did she mention about a follow up treatment. [redacted] said she became aggravated and hung up on him.
[redacted] has been working for [redacted]'s Community Pest Control for 13 years and has been in pest control for 28 years. [redacted] has been with [redacted]'s for 15 years. Both are licensed field representatives in good standing.
I feel this entire matter is about a $20.00 coupon, and from there it escalated.
I've never had anyone not understand that the coupon is to encourage people to go on service. It states on the coupon "$20.00 off initial service" which clearly means other paid for services are to follow. A one shot is a onetime fee and we honor a second visit at no cost on an as needed basis.
If Ms. [redacted] feels she needs a follow up, I will authorize an additional 30 days to schedule it on or before February 4, 2016.
Please call with any questions at XXX-XXX-XXXX.
Sincerely,
[redacted], Manager
[redacted]'s Community Pest Control
Initial Consumer Rebuttal /* (3000, 14, 2016/02/02) */
In reading the information from Community Pest Control, I will address each issue in order of the documentation which I received.
PAGE 02/06
The date and times and location is correct. Mr [redacted] did show me the contract paper immediately, but did not explain nor show me any products that were to be used. He only related that the outside and inside baseboard area within the house would be addressed for ants. I took him to the master bedroom closet to show where the opening above in the attic was... the mouse/rat bait was to be placed. I also left a step ladder right there for his use. When l returned home it appeared that the ladder had never been moved and when going to the attic, my friend, [redacted] could find no evidence of any bait distributed on the boards after close inspection. I wrongly assumed that Mr. Westfall would be bringing in at least some of the materials that he would be using and explaining everything to me as I have a dog and wanted to be sure that Skippy would be away from any harmful areas, etc. It appeared that I had to ask the questions as this was my first experience with a pest control company. I had to grab some items before leaving and it appeared that he wanted me out before starting the treatment. I am enclosing a copy of the coupon I presented to Mr. Westfall. I explained to him that the term, `initial" (according to Webster) means "pertaining to the beginning' and this was the first time I had used this company, As noted on the coupon it said nothing about monthly service_ If that was the case it should have been documented as °initial monthly_service"..and not "initial service". Mr_ Westfall stated that he agreed with me and that he would suggest that when talking to the person in the office when he called. I find it unusual that in the two up-to-date Yellow Page books l have, the other coupon section is different, stating "$20.00 off initial residential control service", which understandably would refer to a continuous process and not a "one shot" as noted on my contract. I also related to Mr. Westfall that I have had problems with other businesses not honoring coupons_ This was my first experience with a pest control company. Since Mr, [redacted] (who I now see from the document is the manager) was not present at the event, he can't for certain say that that all treatment was rendered. I did speak with Mr. Westfall regarding a follow up and he was very helpful in explaining to me approx.. the time that I should call the office in order to have another treatment completed, Mr. [redacted] is incorrect about niy never asking about the follow-up treatment. When I called on 12/23 both in the morning and the afternoon, I talked to someone named "[redacted]"- He appeared to have no interest in customer service and appeared to have a "can't be bothered" attitude. I asked if I could speak to the owner, [redacted] (name on my contract) and was told that he is the father of the manager, [redacted]. I asked for him and the response was that he was on vacation until Jan. 4. 1 told himI had a problem and asked who is in charge in the absence of [redacted], He related that there was no one that could take care of my problem. He couldn't give any answer when asked about a follow up and he maintained I would just have to wait until Mr. [redacted] returned. I was very frustrated that a company would not leave anyone in charge to handle problems, especially since I had ants appearing in my kitchen area shortly after that conversation. Mr. [redacted] evidently is offering to have a follow-up to be scheduled -on or before February 4, 2016, however it appears now that there will be no resolution by that date.As far as not requesting to go on a month'y service, I am a careful consumer And thought it best that I find out first what my initial contact would be like before additional expense was involved. I trust that Mr. Westfall did the job that was expected. However, there was no evidence of any bait blocks left on the boards in the attic. 1 asked [redacted] about the fact that insulation is up there as well and his response was that it would not be placed there as mice and rats do not like to walk on that material. Had Mr. Westfall shown us the bait blocks that would be placed in the attic, we would know exactly what to look for. [redacted] said he would be most willing to go up to the attic to have the bait pointed out as to its location with a pest control employee_ am sorry that it has taken so long to have heard from [redacted]'s Community Pest Control, but bringing these problems to you will only hopefully improve your relationship with your employees as well as your customers.
Final Business Response /* (4000, 16, 2016/02/12) */
In response to Ms. [redacted], case #XXXXXXXX. Ms. [redacted] states that she had placed a ladder near the attic opening for [redacted] Westfall to use to put rodent bait in the attic. She stated that when she returned home it "appeared" the ladder had never been moved. When I asked [redacted] about the ladder, he stated that he used it and put it back where he found it. That is the courteous and proper procedure. Ms. [redacted] also stated that [redacted] wanted her out of the house and also had concerns for her dog Skippy being away from harmful areas. It is standard procedure for all people and pets to be out of the home while undergoing treatment. This allows for maximum safety, minimizing odors, and allows pesticides to dry before re entry.
The next complaint is regarding the coupon and the term "initial". Ms. [redacted] states, (according to the Webster's Dictionary) "initial" means "pertaining to the beginning". "Beginning" means "first" or "genesis". Genesis is the "first" book of many books of the Bible. If I told you I was a "first" born child, yet I was actually an only child, I would be misleading you into thinking that I had brothers and sisters. If I told you that this is the initial phase of a project, you would know for a fact that there were other phases coming.
In the last letter, Ms. [redacted] stated and I quote, "I trust that Mr. [redacted] did the job that was expected", yet she has repeatedly disrespected and disparaged his character and work ethic from the beginning.
In conclusion, Ms. [redacted]'s account of the entire situation does not match up with the account of my technician [redacted] Therefore I have decided to reimburse the full $120.00 back to Ms. [redacted] as I have no desire to continue correspondence of this nature. A check in the amount of $120.00 will be placed in the mail as soon as possible.
Please call with any questions at XXX-XXX-XXXX.
Initial Business Response /* (1000, 8, 2016/01/22) */
On Friday, December 4, 2015 at 9 a.m., [redacted] a field representative of [redacted]'s Community Pest Control arrived at the home of [redacted] on [redacted] Ct, [redacted] CA, XXXXX. The services to be rendered were for the treatment of...
ants and rodents. Upon arriving [redacted] did the usual paperwork prior to service, and also explained the service to be performed. As [redacted] was doing his paperwork Ms. [redacted] produced a coupon she had gotten out of the phone book for $20.00 off. The coupon states $20.00 off "initial service" which is a term used for the first service of a monthly contract. Ms. [redacted] was not going on service but was instead purchasing a "one shot" which is a onetime treatment with a follow up within 30 days "if needed" and "must be called in", as stated on the service agreement. Ms. [redacted] became irritated with the response and said it was false advertising. [redacted] called the office to relay the situation to [redacted] who verified that coupons are not for one shots". [redacted] said Ms. [redacted] was so aggravated that at one point a male who was with her said, "just pay the guy so he can do his job-. Ms. [redacted] stated to [redacted] that other pest control companies she had used in the past also had not honored their coupons. I would assume their reasoning would be the same.
After Ms. [redacted] and her male friend left the house, [redacted] treated for the ants and threw four .75 oz rodent bait blocks into different parts of the attic and locked himself out as he left.
Ms. [redacted] is wrong in her assertion that service was not rendered. [redacted] did exactly what he said he would do for Ms. [redacted], and did it professionally, In return, Ms. [redacted] wrote a long dissertation about false advertising and accusing [redacted] of not delivering the service agreed upon and mailed it to the office. This was totally inappropriate as she could have easily called the office to voice her concern or just ask a simple question regarding the service given. The letter was accusatory and disparaging to long time employee, [redacted] Westfall, to which point I found no response was necessary. Ms. [redacted] states that no follow up service could be scheduled. This is simply untrue as Ms. [redacted] only called one time on 12/23/2015 to ask to speak to a manager. [redacted] told her that the Manager was on vacation and would be back on 1/04/2016. I was actually gone from 12/23/2015 to 01/04/2016.
At no point in the conversation did she mention about a follow up treatment. [redacted] said she became aggravated and hung up on him.
[redacted] has been working for [redacted]'s Community Pest Control for 13 years and has been in pest control for 28 years. [redacted] has been with [redacted]'s for 15 years. Both are licensed field representatives in good standing.
I feel this entire matter is about a $20.00 coupon, and from there it escalated.
I've never had anyone not understand that the coupon is to encourage people to go on service. It states on the coupon "$20.00 off initial service" which clearly means other paid for services are to follow. A one shot is a onetime fee and we honor a second visit at no cost on an as needed basis.
If Ms. [redacted] feels she needs a follow up, I will authorize an additional 30 days to schedule it on or before February 4, 2016.
Please call with any questions at XXX-XXX-XXXX.
Sincerely,
[redacted], Manager
[redacted]'s Community Pest Control
Initial Consumer Rebuttal /* (3000, 14, 2016/02/02) */
In reading the information from Community Pest Control, I will address each issue in order of the documentation which I received.
PAGE 02/06
The date and times and location is correct. Mr [redacted] did show me the contract paper immediately, but did not explain nor show me any products that were to be used. He only related that the outside and inside baseboard area within the house would be addressed for ants. I took him to the master bedroom closet to show where the opening above in the attic was... the mouse/rat bait was to be placed. I also left a step ladder right there for his use. When l returned home it appeared that the ladder had never been moved and when going to the attic, my friend, [redacted] could find no evidence of any bait distributed on the boards after close inspection. I wrongly assumed that Mr. Westfall would be bringing in at least some of the materials that he would be using and explaining everything to me as I have a dog and wanted to be sure that Skippy would be away from any harmful areas, etc. It appeared that I had to ask the questions as this was my first experience with a pest control company. I had to grab some items before leaving and it appeared that he wanted me out before starting the treatment. I am enclosing a copy of the coupon I presented to Mr. Westfall. I explained to him that the term, `initial" (according to Webster) means "pertaining to the beginning' and this was the first time I had used this company, As noted on the coupon it said nothing about monthly service_ If that was the case it should have been documented as °initial monthly_service"..and not "initial service". Mr_ Westfall stated that he agreed with me and that he would suggest that when talking to the person in the office when he called. I find it unusual that in the two up-to-date Yellow Page books l have, the other coupon section is different, stating "$20.00 off initial residential control service", which understandably would refer to a continuous process and not a "one shot" as noted on my contract. I also related to Mr. Westfall that I have had problems with other businesses not honoring coupons_ This was my first experience with a pest control company. Since Mr, [redacted] (who I now see from the document is the manager) was not present at the event, he can't for certain say that that all treatment was rendered. I did speak with Mr. Westfall regarding a follow up and he was very helpful in explaining to me approx.. the time that I should call the office in order to have another treatment completed, Mr. [redacted] is incorrect about niy never asking about the follow-up treatment. When I called on 12/23 both in the morning and the afternoon, I talked to someone named "[redacted]"- He appeared to have no interest in customer service and appeared to have a "can't be bothered" attitude. I asked if I could speak to the owner, [redacted] (name on my contract) and was told that he is the father of the manager, [redacted]. I asked for him and the response was that he was on vacation until Jan. 4. 1 told himI had a problem and asked who is in charge in the absence of [redacted], He related that there was no one that could take care of my problem. He couldn't give any answer when asked about a follow up and he maintained I would just have to wait until Mr. [redacted] returned. I was very frustrated that a company would not leave anyone in charge to handle problems, especially since I had ants appearing in my kitchen area shortly after that conversation. Mr. [redacted] evidently is offering to have a follow-up to be scheduled -on or before February 4, 2016, however it appears now that there will be no resolution by that date.As far as not requesting to go on a month'y service, I am a careful consumer And thought it best that I find out first what my initial contact would be like before additional expense was involved. I trust that Mr. Westfall did the job that was expected. However, there was no evidence of any bait blocks left on the boards in the attic. 1 asked [redacted] about the fact that insulation is up there as well and his response was that it would not be placed there as mice and rats do not like to walk on that material. Had Mr. Westfall shown us the bait blocks that would be placed in the attic, we would know exactly what to look for. [redacted] said he would be most willing to go up to the attic to have the bait pointed out as to its location with a pest control employee_ am sorry that it has taken so long to have heard from [redacted]'s Community Pest Control, but bringing these problems to you will only hopefully improve your relationship with your employees as well as your customers.
Final Business Response /* (4000, 16, 2016/02/12) */
In response to Ms. [redacted], case #XXXXXXXX. Ms. [redacted] states that she had placed a ladder near the attic opening for [redacted] Westfall to use to put rodent bait in the attic. She stated that when she returned home it "appeared" the ladder had never been moved. When I asked [redacted] about the ladder, he stated that he used it and put it back where he found it. That is the courteous and proper procedure. Ms. [redacted] also stated that [redacted] wanted her out of the house and also had concerns for her dog Skippy being away from harmful areas. It is standard procedure for all people and pets to be out of the home while undergoing treatment. This allows for maximum safety, minimizing odors, and allows pesticides to dry before re entry.
The next complaint is regarding the coupon and the term "initial". Ms. [redacted] states, (according to the Webster's Dictionary) "initial" means "pertaining to the beginning". "Beginning" means "first" or "genesis". Genesis is the "first" book of many books of the Bible. If I told you I was a "first" born child, yet I was actually an only child, I would be misleading you into thinking that I had brothers and sisters. If I told you that this is the initial phase of a project, you would know for a fact that there were other phases coming.
In the last letter, Ms. [redacted] stated and I quote, "I trust that Mr. [redacted] did the job that was expected", yet she has repeatedly disrespected and disparaged his character and work ethic from the beginning.
In conclusion, Ms. [redacted]'s account of the entire situation does not match up with the account of my technician [redacted] Therefore I have decided to reimburse the full $120.00 back to Ms. [redacted] as I have no desire to continue correspondence of this nature. A check in the amount of $120.00 will be placed in the mail as soon as possible.
Please call with any questions at XXX-XXX-XXXX.