I am responding to a complaint from *** *** ***. I have attached a copy of *** *** Service agreement that he signed with us that is dated 7/8/14. As indicated on the agreement, *** *** received a $discount on his initial service as an incentive for signing up for our
service program. This is a very generous discount that can only be given when a long term relationship is agreed upon on the initial service. Also on the agreement are two places where we want to make sure that the customer understands the terms of the agreement so we have them initial where it explains that the agreement has a minimum one year obligation and also our cancel fee policy. Also attached is a New Customer Checklist. This is a second opportunity for us to make sure that our customers understand the details of our service agreement. As you can see, *** *** initialed all of the fields on the checklist. We try to work with all of our customers to help facilitate a long term relationship. We put agreements on hold for a specified amount of time to avoid cancel fees when situations come up, or we can make whatever arrangements we can to try and help our customers. But when a customer says that they want to cancel and there is no other option to work out a solution, we have no choice but to go by the terms agreed upon on our agreement. I make every attempt to respond to customers that wish to speak with the owner, but I do have service managers that take the majority of customer calls. I do not recall any special arrangements that were made with *** *** in regards to his agreement of service other than what is indicated on his paperwork with us. We can't offer a "no binding" agreement with a discount on the initial service. The initial service costs us about $to do, so the only way we can offer that service for $is if there is a long term agreement to recoup that initial loss - which we are happy to do, but can't without an agreement of future service.We are still happy to work with *** ***, but his account is now in collections so there are some fees that we would not be able to waive at this point. Please let us know how we can move forward.Thanks,Jeremy L***, OwnerPreventive Pest Control
When selling our services to new customers I feel we go above and beyond just having customer sign a contract. As part of our standard paperwork Ms [redacted] signed the contract once and initialed twice stating she understood it was a one year agreement. In addition Ms. [redacted] initialed each point on our...
New Customer Checklist (See Attachment). This was done at the time of the service. I also listened to the recorded phone call from March when the CSR explained it was a regular service with a one year contract and asked if they wanted to do a bi-month or a quarterly service and was told to do a bi-monthly. These are the clip notes of the conversation given to us. The caller is asking for pest control estimates for their house. They see some roaches. The Rep walks her through the year contract service agreement for $74 bi-monthly and $99 Quarterly with initial $39 starter service. The Rep also suggests that they avail of the bi-monthly service and she can give it to them for $** instead $74. The Rep also gives her an idea of how the service works. [redacted] The appointment schedule for the first treatment is set on Monday between 8-12 in the morning. As part of our standard procedure we also called her on April 4th, 2017 to follow up on the service, and she let us know everything was going great. We also call all our customers before we come out for their regular services. I hope the information is helpful, and I would be more than happy to work with Ms [redacted] to come to an agreeable solution.
I am responding to a complaint from *** *** ***. I have attached a copy of *** *** Service agreement that he signed with us that is dated 7/8/14. As indicated on the agreement, *** *** received a $discount on his initial service as an incentive for signing up for our
service program. This is a very generous discount that can only be given when a long term relationship is agreed upon on the initial service. Also on the agreement are two places where we want to make sure that the customer understands the terms of the agreement so we have them initial where it explains that the agreement has a minimum one year obligation and also our cancel fee policy. Also attached is a New Customer Checklist. This is a second opportunity for us to make sure that our customers understand the details of our service agreement. As you can see, *** *** initialed all of the fields on the checklist. We try to work with all of our customers to help facilitate a long term relationship. We put agreements on hold for a specified amount of time to avoid cancel fees when situations come up, or we can make whatever arrangements we can to try and help our customers. But when a customer says that they want to cancel and there is no other option to work out a solution, we have no choice but to go by the terms agreed upon on our agreement. I make every attempt to respond to customers that wish to speak with the owner, but I do have service managers that take the majority of customer calls. I do not recall any special arrangements that were made with *** *** in regards to his agreement of service other than what is indicated on his paperwork with us. We can't offer a "no binding" agreement with a discount on the initial service. The initial service costs us about $to do, so the only way we can offer that service for $is if there is a long term agreement to recoup that initial loss - which we are happy to do, but can't without an agreement of future service.We are still happy to work with *** ***, but his account is now in collections so there are some fees that we would not be able to waive at this point. Please let us know how we can move forward.Thanks,Jeremy L***, OwnerPreventive Pest Control
When selling our services to new customers I feel we go above and beyond just having customer sign a contract. As part of our standard paperwork Ms [redacted] signed the contract once and initialed twice stating she understood it was a one year agreement. In addition Ms. [redacted] initialed each point on our...
New Customer Checklist (See Attachment). This was done at the time of the service. I also listened to the recorded phone call from March when the CSR explained it was a regular service with a one year contract and asked if they wanted to do a bi-month or a quarterly service and was told to do a bi-monthly. These are the clip notes of the conversation given to us. The caller is asking for pest control estimates for their house. They see some roaches. The Rep walks her through the year contract service agreement for $74 bi-monthly and $99 Quarterly with initial $39 starter service. The Rep also suggests that they avail of the bi-monthly service and she can give it to them for $** instead $74. The Rep also gives her an idea of how the service works. [redacted] The appointment schedule for the first treatment is set on Monday between 8-12 in the morning. As part of our standard procedure we also called her on April 4th, 2017 to follow up on the service, and she let us know everything was going great. We also call all our customers before we come out for their regular services. I hope the information is helpful, and I would be more than happy to work with Ms [redacted] to come to an agreeable solution.