Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I do have a contract with this company however with that being said, I should not have to wait extended periods for services for a pre-existing condition Additionally, all areas of my home should be eligible for treatment under my contract The technician dispatched on 1-16-only treated one area inside my home after asking where I witnessed "the most ants at" He then spent the rest of his time on the exterior of the home The second technician (1-20-17) did not witness any ant activity but inquired as to why the initial technician did not treat molding and baseboards in adjoining areas For the record, the bait in my home was purchased by me Your first technician did not place any in the home and the second technician advised that what he would put down would be similar to what I purchased Again, if I have a contract why was I offered limited treatment I am not a professional however, I have been informed that professionals have tools to track ant trailsFor the record, as a "contracted" customer, we are not expecting delayed services for pre-existing conditions I contacted your agency on 1-4-about an ant infestation and was contacted on 1-5-at which time I was advised that my quarterly appointment was already scheduled for Monday, 1-9-It had to repeatedly assert myself to obtain the appointment on 1-6-@ a.m(Being informed that the service technician was coming from Waverly was irrelevant to my need) Additionally, I contacted Samantha on 1-16-to increase her awareness that I was told to wait until 1-20-however the infestation was even more of a problem I spoke to Matt on this day as well and discussed my concerns On 1-18-17, I opted to take matters into my own hands I can provide date and time stamped images of the problem pre and post placing the suggested treatment from [redacted] Regards, [redacted] ***
[redacted] Regarding case# [redacted] ;The notice says that this is your second attempt in contacting us, andthis is the first notice I have received I am not sure where thecommunication error occurred, but nobody in management here was aware ofthe case.As stated, the [redacted] residence was was treated with heat and followupswere conducted which consisted of liquid treatments of the home Pleaseunderstand, getting rid of bedbugs is a process It involves a commitmentfrom the customer to be fully prepared for treatment and a commitment fromthe pest control provider to followup until the situation is resolved.Sometimes this process can take more than a month, depending upon thescope of the infestation and the customers cooperation in preparation fortreatment.I see two errors our technician made in this case First, he should havenever told the customer that the initial treatment would take care of theproblem; in fact, that information should have not have been communicatedon subsequent visits either We have this policy for a few reasons,first, bedbug nymphs can hide in extremely small cracks and crevices.Secondly, eggs can be deposited in even smaller crevices, and may hatchbetween treatments As you can see, it is sometimes necessary to makemultiple trips to kill these pests.The second error I see is that our employee told the [redacted] that they wereout of warranty on their treatment while they were still seeing bedbugs.While this was technically true, it is our company's policy to continuetreatments until the bed bugs are gone There are only a few exceptionsto this rule If the customer has guests or tenants that change addressesfrequently and it is obvious that they are re-infesting the home bycarrying bedbugs in from other areas In these cases we offer a bedbugprotection plan to protect those type of customers.I will reach out to these customers now that I am aware of their situationand see that it gets resolved We have many success stories shared bycustomers who had bedbug issues, and it is my desire to see that we addthe [redacted] to this list of satisfied customers.Thank you and please do not hesitate to contact me if you have furtherquestions[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]
This customer entered into a service contract and refused to allow our company a chance to address their concernOur guarantee is that should the customer be unhappy with the results of our service, we will return at no additional charge to address the issue until they are happyShould, ultimately, we fail to exceed the customer expectations we will refund the last payment made by the customer.This account did not allow us to respond to their inquiry, did not allow the time necessary for our services to be effective, and failed to honor their commitment to us under the agreement.The early termination fee is applicable and will not be reversed
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meAs soon as my money is refunded , I will return the traps and consider the matter closedI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***
Our protocol for credit card transactions is to submit all credit cards monthly. Unfortunately, with systems there are glitches and bugs that need fixing from time to time. We have since purchased and implemented a new system that automatically charges the credit cards on file. In review... of the notes we also see where she has tried to reschedule and cancel in the past several times; we have documented notification in the file where the Customer Service Representative (CSR) has always responded to her and sometimes was not able to reach her; regarding the past due amount, the standard procedure is for us to contact the customer and pursue payment; also in terms of scheduling and contacting the customer, the Staff are contacting the customer ahead time and contacting each customer in advance, also the Service Manager has solutions in place to resolve all her issues; the materials and products we use are eco-friendly and will not harm any of her pets, children, etc. We would like another opportunity to fix these issues, and also we could then waive the next service price for her, however if she does not allow us to service her home since she is in a Service Agreement, then the $40 charge would be applied to her account plus a $125 termination fee would also apply; also, as a professional courtesy and a good faith gesture, we can credit half the $125 termination fee (in the amount of a $63 credit) for any future pest control services or other services that we offer if in fact she does decide to cancel her Service Agreement with us. We would like to professionally resolve her issues. Thank you.
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I do have a contract with this company however with that being said, I should not have to wait extended periods for services for a pre-existing condition Additionally, all areas of my home should be eligible for treatment under my contract The technician dispatched on 1-16-only treated one area inside my home after asking where I witnessed "the most ants at" He then spent the rest of his time on the exterior of the home The second technician (1-20-17) did not witness any ant activity but inquired as to why the initial technician did not treat molding and baseboards in adjoining areas For the record, the bait in my home was purchased by me Your first technician did not place any in the home and the second technician advised that what he would put down would be similar to what I purchased Again, if I have a contract why was I offered limited treatment I am not a professional however, I have been informed that professionals have tools to track ant trailsFor the record, as a "contracted" customer, we are not expecting delayed services for pre-existing conditions I contacted your agency on 1-4-about an ant infestation and was contacted on 1-5-at which time I was advised that my quarterly appointment was already scheduled for Monday, 1-9-It had to repeatedly assert myself to obtain the appointment on 1-6-@ a.m(Being informed that the service technician was coming from Waverly was irrelevant to my need) Additionally, I contacted Samantha on 1-16-to increase her awareness that I was told to wait until 1-20-however the infestation was even more of a problem I spoke to Matt on this day as well and discussed my concerns On 1-18-17, I opted to take matters into my own hands I can provide date and time stamped images of the problem pre and post placing the suggested treatment from [redacted] Regards, [redacted] ***
[redacted] Regarding case# [redacted] ;The notice says that this is your second attempt in contacting us, andthis is the first notice I have received I am not sure where thecommunication error occurred, but nobody in management here was aware ofthe case.As stated, the [redacted] residence was was treated with heat and followupswere conducted which consisted of liquid treatments of the home Pleaseunderstand, getting rid of bedbugs is a process It involves a commitmentfrom the customer to be fully prepared for treatment and a commitment fromthe pest control provider to followup until the situation is resolved.Sometimes this process can take more than a month, depending upon thescope of the infestation and the customers cooperation in preparation fortreatment.I see two errors our technician made in this case First, he should havenever told the customer that the initial treatment would take care of theproblem; in fact, that information should have not have been communicatedon subsequent visits either We have this policy for a few reasons,first, bedbug nymphs can hide in extremely small cracks and crevices.Secondly, eggs can be deposited in even smaller crevices, and may hatchbetween treatments As you can see, it is sometimes necessary to makemultiple trips to kill these pests.The second error I see is that our employee told the [redacted] that they wereout of warranty on their treatment while they were still seeing bedbugs.While this was technically true, it is our company's policy to continuetreatments until the bed bugs are gone There are only a few exceptionsto this rule If the customer has guests or tenants that change addressesfrequently and it is obvious that they are re-infesting the home bycarrying bedbugs in from other areas In these cases we offer a bedbugprotection plan to protect those type of customers.I will reach out to these customers now that I am aware of their situationand see that it gets resolved We have many success stories shared bycustomers who had bedbug issues, and it is my desire to see that we addthe [redacted] to this list of satisfied customers.Thank you and please do not hesitate to contact me if you have furtherquestions[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]
This customer entered into a service contract and refused to allow our company a chance to address their concernOur guarantee is that should the customer be unhappy with the results of our service, we will return at no additional charge to address the issue until they are happyShould, ultimately, we fail to exceed the customer expectations we will refund the last payment made by the customer.This account did not allow us to respond to their inquiry, did not allow the time necessary for our services to be effective, and failed to honor their commitment to us under the agreement.The early termination fee is applicable and will not be reversed
Revdex.com spoke with [redacted] from the company and he stated that he will have [redacted] contact the consumer to set up an appointment
The promise to refund was completedNo further action is required
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meAs soon as my money is refunded , I will return the traps and consider the matter closedI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***
Our protocol for credit card transactions is to submit all credit cards monthly. Unfortunately, with systems there are glitches and bugs that need fixing from time to time. We have since purchased and implemented a new system that automatically charges the credit cards on file. In review... of the notes we also see where she has tried to reschedule and cancel in the past several times; we have documented notification in the file where the Customer Service Representative (CSR) has always responded to her and sometimes was not able to reach her; regarding the past due amount, the standard procedure is for us to contact the customer and pursue payment; also in terms of scheduling and contacting the customer, the Staff are contacting the customer ahead time and contacting each customer in advance, also the Service Manager has solutions in place to resolve all her issues; the materials and products we use are eco-friendly and will not harm any of her pets, children, etc. We would like another opportunity to fix these issues, and also we could then waive the next service price for her, however if she does not allow us to service her home since she is in a Service Agreement, then the $40 charge would be applied to her account plus a $125 termination fee would also apply; also, as a professional courtesy and a good faith gesture, we can credit half the $125 termination fee (in the amount of a $63 credit) for any future pest control services or other services that we offer if in fact she does decide to cancel her Service Agreement with us. We would like to professionally resolve her issues. Thank you.