Comstock Pest Control

Review: On 8/12/13, I called [redacted] and spoke with [redacted] about rodents in my tenant's attic in Truckee. [redacted] said will call me back on which day to go. To my surprise, my tenant emailed me that the technician came to their home, although they felt uncomfortable, but thinking that likely I as the landlord called for the appointment so they let him inside the house. So on the same day I received the email from my tenant, I called [redacted] on 8/19/13 and asked them why they have conducted the service without me agreeing? Then [redacted] said they had called the tenant beforehand. That made me even more puzzled. I asked why and how? I did not give him my tenant's tel#; they only have the address. We went back and forth about calling; [redacted] insisted that they had called my tenant but could not explain how they could call (my tenant later emailed me back to confirm that they had never received a call from them). On the call with [redacted], while I was asking [redacted] not to do this again, [redacted] hung up the call. Then [redacted] called me a few minutes later and said would remove all the traps then hung up again before I could say anything. Their technician did come and removed trap. So I thought, wow, didn't even complete the service.So we had to hire another vendor called [redacted] to do the work and paid $120 for the service.Now, I am even more shocked to see a $130 bill from [redacted], for a service that I had not agreed to, and that he stopped the service himself with an explosive attitude and never did apologize for the error, and still billed? He had the worst behavior I have encountered from a vendor and I think he had no shame to bill for a service that his customer had never agreed to.

Product_Or_Service: removing rodents

Order_Number: Billing dated 10/17/

Account_Number: Account#BR-XXXXX-XDesired Settlement: Cancel their $130 bill to us.

Business

Response:

I have been out of town the last month due to family medical emergency and now just becoming aware of this situation. Since I'm still going back and forth from Reno to San Diego dealing with my moms health issues I have not had the time to look up all the dates of this complaint, but I do remember the conversations with Ms. [redacted].

First thing, I am bewildered by what is the complaint. On line 8 she is saying she just didn't want me going to the property without calling the tenant first. But then on line 13 she is saying I never had permission to do the work.

On 8-13-2013, When Ms. [redacted] originally called me about a rodent problem. She was not sure what kind

of rodent. She informed me that the renters leave early for work and that they needed this problem taken care of ASAP. Since she is a repeat customer. (10 31-2011 for mice) we tried to accommodate as best as possible. I told here if I hurry I can have someone there that morning before the tenants leave for work. She was happy. It was at that time she gave me all the renters info When [redacted] (the technician) arrived at the location, they (the renters)

were surprised to see him. [redacted] told them he could return another day, but they said Its okay, he can do ft that day.

From then on all future scheduled appoint wants were down between [redacted] and the renters.

On 8-19, 7 days after the original call. Ms. [redacted] called me asking who gave me permission to do the

job and how I got the renters info. I told her she did. She denied ft. That went back and forth several times. I tried to move forward but again she kept going back to who gave me permission to do the job. So I asked her "how could I have gotten the Information If not from her? She replied "that's what I'm asking you" I told her again that she did and again she denied it. After several times again going back and forth, 1 tried to move forward She kept going back to how I got the renters info and who gave me permission to do the work.

Unable to move forward, I felt that she was Just trying to get out of paying the bill- So with ft being my busy season, I needed to move forward I had other calls on hold. so f moved on to them. Then, when I had time, I called Ms. [redacted] back telling her [redacted] will be by to remove the traps, she said okay.

Timeline of service:

8-13) received calf from Ms. [redacted]

8-13) [redacted] Inspected the property and set traps accordingly.

8-14) [redacted] check the traps and inspected the property and treated accordingly. Caught 1 mouse

8-16) [redacted] check the traps and inspected the property and treated accordingly. Caught 2 mice. The tenant told [redacted] to hold off on coming by again due to a wedding party going on there.

8-19) received complaint call from Ms. [redacted]. I called the renters to schedule for [redacted] to come by and get our equipment and they gave me the date of 8-22 because of the weeding party going on.

It is our policy not to poison squirrels, so we wanted to be sure it was mice before we set poison

If she was so concerned that she just didn't want me to go there without calling first (by her letter line 8)why didn't she call me back and tell me that???

She claims (line 3-4) the tenants were uncomfortable with us going there. Why did she wait 7 days to contact me? On the first day [redacted] arrived, he offered to come back another day but they invited him In and scheduled further appointments.

How did I get the renters info and that there was a problem at that property If Ms. [redacted] didn't give it to me?

When did she call TNT to do the service? The day after she originally called us (8-13) to do the job feeling we weren't going to do it or after I took care of the problem and ended the working relationship?

Again, if she just didn't want us to go there without calling the tenant first, why didn't she tell me that or call me back and say that s ail she wanted and to continue the service?

The original call was for rodents. Unsure of what was going on we monitored for both mice and squirrels.

We removed 1 mouse on 8-14 and 2 on 8-16 We found no evidence of any other rodents so we baited for mice and treated an exterior hole so no rodents could get through. The plan Was to check one more time to make sure that that was the end of the problem.

(doc033044.pdf)

Consumer

Response:

1. The vendor responded that "didn't want me going to the property without calling the tenant first." NOT TRUE. It was that [redacted] would call me back (NOT the tenant) on which day they would go. Also, the vendor cannot call the tenant because I made it very cautiously that not to give the vendor my tenant's tel# or email so that all contacts must be through me. I would not imagine that the vendor would send their technician to the home without letting me know! I have used this vendor so they know my address, and I have always paid the fees. But, this time, I refused to pay because the vendor cannot force their customer to pay when the vendor went ahead and started a job without informing their customer!

2. The vendor said I do not want to pay? If so, why would I pay the next vendor whom my tenant found for $120? Afterward, my tenant said the rodent issue still existed, so I looked for another vendor and was billed for $120. I was so thankful about the great job that I paid $200 for the $120 service. But, for [redacted], I refused to pay any. As a customer, I need to know about how much and when the job starts before the job starts. [redacted] not only did not notify me on when to start the job, [redacted] at [redacted], without my consent, to call off the job himself when I found out that his technician went to the house. What basis does the vendor have to bill their customer? I have spoken with my friends about my experience and they agreed that I should not pay and should yelp about his horrible service. The vendor has no authority to enter my house without my consent; further, the vendor has no right to stop the service and bill.

Business

Response:

2nd response from [redacted] Pest Control

[redacted] Pest Control conducts business every day in the same way: Our clients call us and tell us what their problem is, where it is and what they would like us to do about their pest problem.We respond quickly and professionally. Once we have completed the job, we send a bill to our clients.

We had an ongoing working relationship with her prior to this alleged incident and responded in exactly the same way we have always responded, we get it done fast.

She called us and said she has a rodent problem in her rental. The service call was in the same location as she had called us to service the previous year. She indicated that the renters left early for work and that the problem needed to be taken car of ASAP. We did the work. Then, we attempted to accommodate Ms. [redacted] when she did not seem happy with our service by removing our traps. At this point she complained that we didn't complete our services. Most companies will not work for free, once someone wants us to stop our work, we stop. In this case, there didn't seem to be any way to please her.

We sent her a bill for the services that were rendered. We always send a bill. In this way we are able to keep track of clients who have not paid. Should they call back at a later date we require them to pay, in full, prior to any further services being rendered.

We take pride in our work and our quick response. I am not concerned so much about Ms. [redacted]'s bill; I am more concerned that she felt the need to badmouth our company online in a public forum. We always try to please our customers by responding quickly and that is what we did.