Bug Man Exterminating, Inc.

If we are going to discuss the contract and use it completely, then it states we will make an attempt to contact them and then service available areas and that is what we didIt does not state the customer can pay for half of the serviceOver 50% of our customers do exterior only service and pay the full amount and we provide a full retreatment warrantyWe offer pest control programs that are not quarterly services and the customer can schedule when they want themOur quarterly services are much less expensive and that is what the customer had for yearsSurely, they know after years that we come service the house every quarterIf they only wanted us service their house when they called, then they should have canceled their contract and sign up to be serviced as needed or requested onlyWe offer that service, but it is more expensive
I do not understand why the customer did not call us when they received a bill for the remainder of the service until it went to collectionsIt would have never gotten to this point if they would called us when they received their bill, but they chose to ignore our bills so we had no option but to send them to collections
Our service technician of years stated he never told a customer that we had trouble with scheduling stops without customers permissionAs stated previously, we have not had a problem with this issue for over years until this complaintOur only issue we have ever had is people want us to return free of charge if we do exterior only (even though the contract states that we will charge for return visit) and we always have returned free of chargeAll we ask for is to schedule your visit during the month of the quarter that it is dueWe make three calls to schedule the serviceIf not, then we schedule the service and do the exterior treatment
Unfortunately, I do not think I can please this previous customer as I have offered two different resolutions that they have rejectedAs stated previously, if the customer wants to pay the collection fee or the second half of our service fee, then I will waive the other part and tell *** that the fee has been satisfiedI feel we have done an honest service as we have for plus years and do not think we should waive all fees (service and collection)

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I agree to paying the second half of the fee if they return and do the inside workAlso need collection agency canceled.Thank you,*** ***

I have attached our service ticket that we leave at the property at the ***e of service that states "not to be alarmed, you have up to days to call our office to get interior service"Our pest control agreement states that we charge to return, but we have never charged to return to do interior service of a property in years of businessThat is in the agreement to protect us if customers do that over and over, which has never been a problem
Our service rep was explaining to the customer that we have problems getting customers to call us back so we make three attempts and then service the exterior, not that we are having trouble on our endWe have three people in the office staff that each have over years of experience and have never had this complaint from a customerWe have always returned to do interior if requested for FREE of charge
I have pulled the file and we have the pest control agreement and copies of all checks the customer used to make payments, but we do not have anything stating to cancel his service or we would have done so
I will be very glad to cancel this agreement at this ***e for the upset customerHowever, I think we are owed the money for the service that we performed per our agreementI will waive the collection fee if paid within the next days
*** ***

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** **
The "Contract" has been referenced by the business from the beginningThe "Contract" states there will be a charge for returning and completing the work. They have since changed the rules I still agree to pay for the rest of the service if this work is completedIf the business does not wish to schedule a ***e to complete the work, I do not believe I should have to pay for services not renderedIf the business provides me at least two available dates to complete the work, I will pick a ***e for them to complete this serviceIf not they should stop asking for money for work not performed and call off the collection company. Thank You

Our pest control agreement states that we will make an attempt to contact the customer to schedule the quarterly service. We attempted to contact them three [redacted]es before scheduling the service. Our agreement states that we will service the exterior of the property if interior unavailable for...

service. Our warranty for free retreatments are available between quarterly services. On our service ticket that we leave at the customer's house also states that we will come back for FREE to service the interior if you call within 30 days of the exterior service. Our agreement also states the customer needs to give us a written notice to cancel our services (we allow that by email or mail0. I have attached our pest control agreement with this customer that includes all above mentioned information. Thanks,
[redacted]
Bug Man Ext.
General Manager

We will accept part of his offer.  I do not want to return to their residence, but we will waive the collection charge and take them out of collections if he will pay the remainder of his balance for the pest control.  We did not do part of his service.  We did the full service according to the contract.  [redacted]

I have reviewed the response offer 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.
 It was made extremely clear that I did not want the service performed unless I was there. The business brought up the contract in their response which is different than what the contract reads.  The below line is taken directly from the contract.The service person told me in person that there was conflict regarding people at the office scheduling things without notifying the home owner. When I paid the last (half) bill I notified the business in black sharpie to cancel my service.  I always paid my bill when the work was performed. I had no intention to having to pay to have them to come back and do the interior when the contract states there is a fee for doing that.
Regards,
[redacted]

The customer seems to only want to "follow the contract" on the part that says we will charge to return for interior service. The do not want to follow the contract on the 30 day written notice where they said in their original complaint "TELL us they do not want us to come back" instead of a 30 day written notice that we never received. They do not want us to follow the contract that states the contract continues after the annual agreement on a month to month basis unless a 30 day written notice. They do not want us to follow the contract that states we will make an attempt (we made 3) to schedule the service and then we will do an exterior service. They never called to cancel or reschedule the service.
My goal is to make every Bug Man customer have a great experience with Bug Man Ext. I am not sure that is possible for the first [redacted]e in my 20 years at Bug Man Ext. My questions that lead me to believe that are the following....if we follow the contract, then why not call to see how much that charge would be (they would find out it was zero)? Why not communicate/call when we mailed out three bills before sending it to collections to dispute the charge? Why not return a call when we called about the past due charges?
I would like to satisfy this and all customers, but I do not feel comfortable sending our service technicians to the property again after speaking to him. His story and the customers story are very different. He said he apologized, but did not say this was an ongoing problem at Bug Man. To be honest, we have never had a complaint about that in 20 plus years. To resolve this issue, I am willing to waive half of their fee $115 to $57.50 if they feel they only got half a service and pay the $25 collection fee.
[redacted]

I have reviewed the response offer 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.
Regards,
[redacted]  The initial response referenced the original contract yet the business response said there is no fee to return. I referenced the original contract which states there is a fee to return. Which is most important, the client response stating there is no fee to return or the actual contract? I was lead to believe this was a one year contract not a forever contract. I would be willing to pay the other half of the service fee if they are willing to return (scheduled) and finish the job. (inside)  If so I still want to cancel this service immediately. Again, the service person apologized for being sent to my home without my confirmation and acted like this was an ongoing problem when I sent him away (unscheduled visit)  because I had a visitor.

I have reviewed the response offer 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.
Regards,
[redacted]
Once again "The Bug Man" was the first to reference the "The Contract" that was signed 5 years ago.  They reminded me that I agreed to the terms that said I had to cancel in writing. When I paid half the bill after being annoyed several [redacted]es about unscheduled visits and expressing my concerns I canceled the service in writing on the bill with the half payment.  I've also noted that the CONTRACT that they continue to reference states there is a charge to come back to do the interior.  Now this part of the contract does not suit them and they are making new claims although it's clearly stated in the contract that there are  additional fees for return visits. I had spoken to the office on the phone, the service person and when paying the bill that they needed to clear it with me before coming to my house. They called me out on the Contract and I am also calling them out on the Contract. They cannot use what they want out of the contract and ignore other parts.  I have paid for half the service provided. I really want nothing to do with this company again.  I was a good paying customer until they continued to ignore my requests to not come to my home unless scheduled.  I believe I have every right to refuse the spraying of bug killers when I have visitors in my home. I would like for them to admit that I paid for the half service they provided and that I cancelled the service in writing on that bill and for them to stop [redacted] from harassing me.  For the last [redacted]e I would like to report that the service person who usually performed the service indicated that there was a problem at the office scheduling people without their permission.   [redacted]

I have been using The Bugman Exterminating for almost 2 years now. I am very pleased with the results. The service tech, [redacted] is friendly, professional, and reliable. I would recommend The Bug Man to anyone. If you have a plague of crickets chirping in your bedroom or can't sit down without being run over by a herd of spiders, call the bugman and request [redacted] as your service tech!

Review: I had an appointment scheduled with Bug Man this past Tuesday. They did not show, and when I called, they said they had made a mistake and mis-scheduled. We rescheduled the appointment for today at 10am.

I paid an employee of mine to be at our house to meet the service tech, who has been the service tech for us at our home for eight years or so. Bug Man again did not show up.

I called and was put on the phone with [redacted], who I assume to be a manager, who told me my wife had called and rescheduled the appointment for January. My wife has never talked to or dealt with Bug Man as I always have. I sent her a message while on the phone with [redacted] and she indicated she had not called to reschedule nor has she ever called Bug Man.

[redacted] insisted that a female had called and done this. I asked if they have other houses they service on this street and he said they have a few others. I suggested that it may have been a female living in one of the other houses who had called to reschedule. [redacted] insisted that this was not the case, that he took the call, and that he would not be wrong, suggesting that either I was lying or my wife is lying.

I have been a customer for so long, and after the missed appointment Tuesday, chalked it up to a simple error. After rescheduling it myself that day, it is highly disappointing that [redacted], the presumed manager, would insist that I am wrong and allude to the fact that my wife, who has never dealt with Bug Man, was lying.

I understand mistakes, but it is unacceptable for a manager of the company, after I personally rescheduled the appointment after the first no-show, to suggest that we are not being truthful.Desired Settlement: For this treatment by [redacted], the manager at Bug Man, to be known to others. It was incredibly disappointing after being a customer for so long. Customers should not be treated as I was and it suggested that my wife, and I, are lying.

Business

Response:

I apologize for the miscommunication from Bug Man Ext. [redacted], one of our scheduling coordinators, believed he spoke with Mr. [redacted]'s wife and rescheduled the appointment as requested. It very well may have been a mistake on [redacted]'s end, but if so, then it was simply a mistake. [redacted] believes he spoke with Mrs. [redacted] to reschedule the appt. He did not call Mr. or Mrs. [redacted] a liar, he was stating his reasons why he rescheduled the appt. This is the first complaint I have received on [redacted] and he has been here for two years. [redacted] is also not a manager, he is a scheduling coordinator that handles some of our scheduling. I apologize for the mistake and I apologize that Mr. [redacted] felt like [redacted] was calling him and his wife a liar. I would like to offer Mr. [redacted] $25 off his next service for his bad experience with Bug Man Ext.

Consumer

Response:

I have reviewed the response offer 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.

[redacted] was insistent that he had received this call and was not wrong. As I indicated, I have been a customer for years. My wife has never dealt with them. And I spend 60 dollars having an employee wait for them to come on both scheduled days. I understand mistakes, and offered [redacted] this path, and he was insistent that he had taken the call, had not messed up, and I was wrong. $25 does not cover my loss, nor does it correct poor customer service.We have already rescheduled our appointment with Superior Exterminating, who will be our new provider. I will encourage others whom I have referred to Bug Man to do the same. Mistakes happen, it was the way that [redacted] handled it that was poor and uncalled for.

Regards,

Review: For the past 2 years I have used the services of Bug Man Exterminating, Inc. of [redacted]. Over the past several months they started sending people to my home without notice. I spoke to the service person at my home, on the phone to the company and in writing when paying my bill. I even sent the service person away one day when he arrived without being scheduled with me and because I had visitors. They did this many [redacted]es. I finally found a bill at my door. They had come without permission and did half the job. In the winter the inside of the house is most important to us. I wrote on the bill that I did not want their services any longer. I paid them slightly more than half for spraying outside, again without scheduling with me. The inside was never done and I no longer wish to give my business to this company for such poor customer service.Desired Settlement: Immediately STOP having [redacted] harassing me. Fix any credit problems they might have initiated. They must realize they were paid for doing half the work and I do not wish to associate with them anymore. They must realize that when a customer tells them "Do Not Come To My House" to spray and kill bugs that the home owner has the right to schedule when this activity happens.

Business

Response:

Our pest control agreement states that we will make an attempt to contact the customer to schedule the quarterly service. We attempted to contact them three [redacted]es before scheduling the service. Our agreement states that we will service the exterior of the property if interior unavailable for service. Our warranty for free retreatments are available between quarterly services. On our service ticket that we leave at the customer's house also states that we will come back for FREE to service the interior if you call within 30 days of the exterior service. Our agreement also states the customer needs to give us a written notice to cancel our services (we allow that by email or mail0. I have attached our pest control agreement with this customer that includes all above mentioned information. Thanks,

Bug Man Ext.

General Manager

Consumer

Response:

I have reviewed the response offer 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.

It was made extremely clear that I did not want the service performed unless I was there. The business brought up the contract in their response which is different than what the contract reads. The below line is taken directly from the contract.The service person told me in person that there was conflict regarding people at the office scheduling things without notifying the home owner. When I paid the last (half) bill I notified the business in black sharpie to cancel my service. I always paid my bill when the work was performed. I had no intention to having to pay to have them to come back and do the interior when the contract states there is a fee for doing that.

Regards,

Business

Response:

I have attached our service ticket that we leave at the property at the [redacted]e of service that states "not to be alarmed, you have up to 30 days to call our office to get interior service". Our pest control agreement states that we charge to return, but we have never charged to return to do interior service of a property in 21 years of business. That is in the agreement to protect us if customers do that over and over, which has never been a problem.

Our service rep was explaining to the customer that we have problems getting customers to call us back so we make three attempts and then service the exterior, not that we are having trouble on our end. We have three people in the office staff that each have over 8 years of experience and have never had this complaint from a customer. We have always returned to do interior if requested for FREE of charge.

I have pulled the file and we have the pest control agreement and copies of all checks the customer used to make payments, but we do not have anything stating to cancel his service or we would have done so.

I will be very glad to cancel this agreement at this [redacted]e for the upset customer. However, I think we are owed the money for the service that we performed per our agreement. I will waive the collection fee if paid within the next 30 days.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

[redacted] The initial response referenced the original contract yet the business response said there is no fee to return. I referenced the original contract which states there is a fee to return. Which is most important, the client response stating there is no fee to return or the actual contract? I was lead to believe this was a one year contract not a forever contract. I would be willing to pay the other half of the service fee if they are willing to return (scheduled) and finish the job. (inside) If so I still want to cancel this service immediately. Again, the service person apologized for being sent to my home without my confirmation and acted like this was an ongoing problem when I sent him away (unscheduled visit) because I had a visitor.

Business

Response:

The customer seems to only want to "follow the contract" on the part that says we will charge to return for interior service. The do not want to follow the contract on the 30 day written notice where they said in their original complaint "TELL us they do not want us to come back" instead of a 30 day written notice that we never received. They do not want us to follow the contract that states the contract continues after the annual agreement on a month to month basis unless a 30 day written notice. They do not want us to follow the contract that states we will make an attempt (we made 3) to schedule the service and then we will do an exterior service. They never called to cancel or reschedule the service.

My goal is to make every Bug Man customer have a great experience with Bug Man Ext. I am not sure that is possible for the first [redacted]e in my 20 years at Bug Man Ext. My questions that lead me to believe that are the following....if we follow the contract, then why not call to see how much that charge would be (they would find out it was zero)? Why not communicate/call when we mailed out three bills before sending it to collections to dispute the charge? Why not return a call when we called about the past due charges?

I would like to satisfy this and all customers, but I do not feel comfortable sending our service technicians to the property again after speaking to him. His story and the customers story are very different. He said he apologized, but did not say this was an ongoing problem at Bug Man. To be honest, we have never had a complaint about that in 20 plus years. To resolve this issue, I am willing to waive half of their fee $115 to $57.50 if they feel they only got half a service and pay the $25 collection fee.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

Once again "The Bug Man" was the first to reference the "The Contract" that was signed 5 years ago. They reminded me that I agreed to the terms that said I had to cancel in writing. When I paid half the bill after being annoyed several [redacted]es about unscheduled visits and expressing my concerns I canceled the service in writing on the bill with the half payment. I've also noted that the CONTRACT that they continue to reference states there is a charge to come back to do the interior. Now this part of the contract does not suit them and they are making new claims although it's clearly stated in the contract that there are additional fees for return visits. I had spoken to the office on the phone, the service person and when paying the bill that they needed to clear it with me before coming to my house. They called me out on the Contract and I am also calling them out on the Contract. They cannot use what they want out of the contract and ignore other parts. I have paid for half the service provided. I really want nothing to do with this company again. I was a good paying customer until they continued to ignore my requests to not come to my home unless scheduled. I believe I have every right to refuse the spraying of bug killers when I have visitors in my home. I would like for them to admit that I paid for the half service they provided and that I cancelled the service in writing on that bill and for them to stop [redacted] from harassing me. For the last [redacted]e I would like to report that the service person who usually performed the service indicated that there was a problem at the office scheduling people without their permission. [redacted]

Business

Response:

If we are going to discuss the contract and use it completely, then it states we will make an attempt to contact them and then service available areas and that is what we did. It does not state the customer can pay for half of the service. Over 50% of our customers do exterior only service and pay the full amount and we provide a full retreatment warranty. We offer pest control programs that are not quarterly services and the customer can schedule when they want them. Our quarterly services are much less expensive and that is what the customer had for 5 years. Surely, they know after 5 years that we come service the house every quarter. If they only wanted us service their house when they called, then they should have canceled their contract and sign up to be serviced as needed or requested only. We offer that service, but it is more expensive.

I do not understand why the customer did not call us when they received a bill for the remainder of the service until it went to collections. It would have never gotten to this point if they would called us when they received their bill, but they chose to ignore our bills so we had no option but to send them to collections.

Our service technician of 15 years stated he never told a customer that we had trouble with scheduling stops without customers permission. As stated previously, we have not had a problem with this issue for over 20 years until this complaint. Our only issue we have ever had is people want us to return free of charge if we do exterior only (even though the contract states that we will charge for return visit) and we always have returned free of charge. All we ask for is to schedule your visit during the month of the quarter that it is due. We make three calls to schedule the service. If not, then we schedule the service and do the exterior treatment.

Unfortunately, I do not think I can please this previous customer as I have offered two different resolutions that they have rejected. As stated previously, if the customer wants to pay the collection fee or the second half of our service fee, then I will waive the other part and tell [redacted] that the fee has been satisfied. I feel we have done an honest service as we have for 20 plus years and do not think we should waive all fees (service and collection).

Consumer

Response:

I have reviewed the response offer 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 agree to paying the second half of the fee if they return and do the inside work. Also need collection agency canceled.Thank you,[redacted]

Business

Response:

We will accept part of his offer. I do not want to return to their residence, but we will waive the collection charge and take them out of collections if he will pay the remainder of his balance for the pest control. We did not do part of his service. We did the full service according to the contract. [redacted]

Consumer

Response:

I have reviewed the response offer 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.

Regards,

The "Contract" has been referenced by the business from the beginning. The "Contract" states there will be a charge for returning and completing the work. They have since changed the rules. I still agree to pay for the rest of the service if this work is completed. If the business does not wish to schedule a [redacted]e to complete the work, I do not believe I should have to pay for services not rendered. If the business provides me at least two available dates to complete the work, I will pick a [redacted]e for them to complete this service. If not they should stop asking for money for work not performed and call off the collection company. Thank You.