Thanks for the information. After being in business for 15 years this is the first complaint we've received. The history on this job would be as follows: we received a phone call asking for service for bedbugs which we provide. We arrived at house at scheduled day and performed service. Customers...
wife was present and notified as with all professional bedbug exterminations, bedding and clothes needed to be taken out of the house to be washed and zip up mattress covers installed on the beds. This ends the hatch cycle of the insects and seals up the mattress which is a requirement for our service. We got a call in a few days to go back by and do a retreat on the job. Upon arrival we saw that only the mattress, not box spring , in only one room had a cover. We asked the customer about this and they said they couldn't afford the covers but was going to talk to his sister to help buy them. Also none of the clothes had been removed from the home to be washed. We went ahead and did a retreat on the home and let the customer know again all mattresses needed the covers and to remove and wash clothes. Received a call from customer a few days later stating they were still seeing bugs. Went out to check on job. This time only two of the four bed sets had mattress covers. Clothes still left in dressers not washed and some clothed bagged in the basement and not washed. Explained to the customer we require their cooperation in order to be able to bring problem under control. Customer denied we ever asked them to wash items or mattress covers. I provided text messages to customer showing we asked wife several times to participate in laundry and mattress covers. Customer became belligerent. In order to try to appease customer we offer first a partial then a full refund of their service. Customer stated he wasn't the one that payed for the service and was going to take care of the problem himself. We value the opinion of all our customers and strive to meet or exceed all expectations. With some types of service and bedbugs as an example, we do require the cooperation of the customer in order to satisfactorily remedy the problem. In this case and unfortunately the customer refused to participate and thus the problem couldn't be quickly resolved. After offering a full refund we feel like we performed in every way that was possible. The service was performed according to all current specifications and laws regarding the use of pesticides.
Complaint: [redacted]
I am rejecting this response because: This is an outrighspongebobt lie. Only after the first treatment did he. mention anything about mattress protectors. We purchased and had them installed before the second treatment. Secondly. This guy wasn't the one that did our first treatment. It was another guy. After the second treatment, we were given numerous reasons why they were unable to get rid of the bugs, rather then telling us before hand. I'm sure if they had come back for a third treatment, he would have told is we needed to use a flame thrower in each room first. Bottom line, his business card says "satisfaction gusranteed". We were NOT satisfied. Now he is making up things that did not happen, and attributing things to my wife she did not say. This guy is ridiculous.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Thanks for the information. After being in business for 15 years this is the first complaint we've received. The history on this job would be as follows: we received a phone call asking for service for bedbugs which we provide. We arrived at house at scheduled day and performed service. Customers...
wife was present and notified as with all professional bedbug exterminations, bedding and clothes needed to be taken out of the house to be washed and zip up mattress covers installed on the beds. This ends the hatch cycle of the insects and seals up the mattress which is a requirement for our service. We got a call in a few days to go back by and do a retreat on the job. Upon arrival we saw that only the mattress, not box spring , in only one room had a cover. We asked the customer about this and they said they couldn't afford the covers but was going to talk to his sister to help buy them. Also none of the clothes had been removed from the home to be washed. We went ahead and did a retreat on the home and let the customer know again all mattresses needed the covers and to remove and wash clothes. Received a call from customer a few days later stating they were still seeing bugs. Went out to check on job. This time only two of the four bed sets had mattress covers. Clothes still left in dressers not washed and some clothed bagged in the basement and not washed. Explained to the customer we require their cooperation in order to be able to bring problem under control. Customer denied we ever asked them to wash items or mattress covers. I provided text messages to customer showing we asked wife several times to participate in laundry and mattress covers. Customer became belligerent. In order to try to appease customer we offer first a partial then a full refund of their service. Customer stated he wasn't the one that payed for the service and was going to take care of the problem himself. We value the opinion of all our customers and strive to meet or exceed all expectations. With some types of service and bedbugs as an example, we do require the cooperation of the customer in order to satisfactorily remedy the problem. In this case and unfortunately the customer refused to participate and thus the problem couldn't be quickly resolved. After offering a full refund we feel like we performed in every way that was possible. The service was performed according to all current specifications and laws regarding the use of pesticides.
Complaint: [redacted]
I am rejecting this response because: This is an outrighspongebobt lie. Only after the first treatment did he. mention anything about mattress protectors. We purchased and had them installed before the second treatment. Secondly. This guy wasn't the one that did our first treatment. It was another guy. After the second treatment, we were given numerous reasons why they were unable to get rid of the bugs, rather then telling us before hand. I'm sure if they had come back for a third treatment, he would have told is we needed to use a flame thrower in each room first. Bottom line, his business card says "satisfaction gusranteed". We were NOT satisfied. Now he is making up things that did not happen, and attributing things to my wife she did not say. This guy is ridiculous.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]