Core Values Roadside Service LLC

Second Response1/14/16 To begin, this customer called in to switch from a monthly rate to a bimonthly rate and in our explanation from before, sent almost a month ago now; we did in fact specify the reasoning as to why the rates differ for each service, which was also explained to the customerFurthermore, we sent the signed document that was signed by the customer, where it was agreed upon prior to any of the services that if she chose to change from monthly to bimonthly that she agreed to pay the increased rateIt is beyond us as to how she believes there is a case at all when it is her initials next to the agreed rate change. Our manager was also in the presence of the service and branch manager at the time of the callThe call was noted along with all that was saidThe word COLLECTIONS was never used and is not something we as a company freely sayWe know that upon using that term that we would, by law, have to contact our collections agency to begin the process Free Reservices were offered and we did offer to have the bimonthly rate be $per treatment instead of the $This customer, from the beginning of her call, refused to accept responsibility of signing an agreement, abiding by it, and accepting the consequence of ending it prematurelyAn explanation as to why her rate would change or attempt to resolve was met with the same attitude and displeasure of not receiving what she wanted, which was in contradiction to what she had originally agreed toWe also have documentation of the service that she said was not provided and as we stated in the last letter, sent a month ago, she chose to bring this issue up months after and in a moment of not receiving her way. The documents we have sent state clearly what she agreed to and her argument is one that teeters on here sayWe will not accept the slander she is creating to make contractual promises go awayWe are joyed to see that she does understand the cancellation fee, which she agreed to and signed, and how we came about requesting the $The fact that she is referencing the document that she agreed to makes it clear that she did understand it was a contract and that when she states “both the sales rep and the tech told me that the cancellation fee was optional and would not be an issue,” that she is picking and choosing when it will benefit her. We are not happy to see a customer disgruntled with our business, but we do feel that the attempts have been made to better the situation and making any exceptions would be unfair to those that have abided by their contractsWe hope this is understood.Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedAlthough, the explanation from Ecoshield is not entirely truthfulThe salesperson assured me there was no contract or penalties for refusing further service requests.
Regards,
*** ***

After further review, management agreed that a complaint will in no way benefit us and a chargeback fee of $will in no way benefit our customer. We have agreed to meet in the middle and cancel out Mr***'s account with no fees or debt. We will email him an account summary showing
that the balance has been removed. Thank you for your time

After further review, management has agreed to take Ms***'s account out of collections and cancel with no further debt Thank you for your time

On March 18th Mrs*** entered into a contract with EcoShield Pest Control for aperiod of monthsOver the course of the months Mrs*** agreed toaccept and pay for a total of servicesinitial service (performed on March23th, 2015) and bimonthly services set to start within
30-daysof the initial as outlined on the contracted service calendar because we use apaperless system the contract signed was emailed to the email address sheprovided at the time of signingOn April 15, Mrs*** called and needed to reschedule due to doctor appointments andwished to have the scheduled date beginning of MaySo we rescheduled herappointment to May 4th, as requested from Mrs***On May 1st,EcoShield received a message needing to cancel the service and the serviceagreement due to financial reasonsI called her back as soon as possible to goover options such as pushing back the scheduled date, splitting the payments orscheduling pay on a certain dateMrs*** did not wish to hear any of theoptions and all she wanted was to cancelI then explained the signed agreementand if she chose to cancel we would ask that she pay back the initial discountshe was given on the initial service as stated on our contract “You, thecustomer, may cancel this transaction any time prior to midnight of the thirdbusiness day after the date of this transaction by giving written notice ofcancellation to EcoShield Pest ControlIf for any reason, at any time, thecontract is canceled before its completion, and the initial service has beenperformed, customer agrees to pay the full initial service charge of $Uponcompletion of this agreement treatments will continue at the same frequencyuntil cancelled by customer.” Mrs*** proceed to yell when I tried toexplain our initial service is normally $and she was discounted to $50because she agreed to the service for the year thus making the discount shewould be asked to pay back $Mrs*** argued that she never has receivedthe copy of this agreementI informed her that we are paperless and she shouldhave received it back in March; however, I would send it againI verified theemail which we had on file and she said yesI sent it while we were on thephone and she mentioned that she would call back later that dayWhen shecalled the office she was angry and yelling that I never sent the emailIfound the exact email I sent and re-sent it to a different email that she gave meduring our conversation.On May 2nd 2015, EcoShield received an email stating “if you people enter my property Iwill call the police to have them removed”I instantly canceled the appointmentand spoke with Mrs***She was very angry and wouldn’t give me time tospeakI outlined back to the agreement and explained we have a 100% guaranteeand would like to fulfill our promise of the agreementPest activity levelswill continue to decrease as future exterior treatments are performedThesetreatments will establish and maintain a protective barrier around thehome. She was told that we will always come out if there is any activity in the month we do not service and preform are-service for freeShe only had the first initial visit which would flushadult pests from nesting and breeding sites while the next service will controlnewly hatched and persistent pests. EcoShield Pest Control has made an effort to resolve Mrs*** concerns during multiplephone conversations by meeting her terms when she asked for no cancelation feefor this agreementShe was happy that we came to a conclusion and everythingis settled

we have in fact call the business several times regarding still having problems with the Scorpions and we are still current customers because they will not let us out of our contract until it is completethey are aware that once the contract is up we no longer want to be their customermy intent was simply to point out a problem that they obviously have with signing up their customers and not being clear as evidenced by the many complaints on the same issueIt is my hope that in the future they will change the way they present their contract to customers, however I will not be one of those customers as the product does not workCustomer service was never my issue it was the initial presentation of the contract and the fact that the product just does not workEveryone we spoke with on the phone was very nice and helpful and the technicians that came to our home were thorough and polite

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Thank You for your assistance, Best Regards,
[redacted]

Ms. [redacted] signed up for service on 5/3/16. She signed up for a 12 month agreement. She received her initial service that day. Her first regular service was on 6/10. On 6/13 she was charged $69 for that service. The invoice shows that someone at the home signed, thus authorizing the service and...

payment. On 6/13 she called our office to cancel.  Our CSR's tried lowering her rates,etc. She said she already had another company. After that, we requested she send us proof that she had a contract with another company, we would cancel her agreement with no fee. Never got a response.  We attempted to get her scheduled for her next service in Aug. but she refused. On 9/20 one of our CSR's tried to reach out to discuss her account.  The first attempt was on 09/20. An email was also sent that same day. On 9/21 our second attempt was made.  On 9/22 our third and final attempt was made.  On 10/3 Ms. [redacted] contacted our financial office.  Our CSR talked to her and told her if she resumed her service it would waive the cancellation fee.  Ms. [redacted] agreed to resume.  That same day,  our office tried calling with no answer.  We were unable to leave a message because her mail box was full.  We sent an email that same day to settle her account. We never received a response.  On 10/11 another phone call and email attempt was made.  Her account was then sent back to financial to proceed.  Emails showing the cancellation balance were sent on 10/25, 11/18, 12/6, 1/3, 1/23, and 2/7.  On 2/22 our financial office made their final attempt. No response was ever made.  On 3/20 Ms. [redacted] called our office about being sent to collections, she agreed to accept our services and we would waive the fee and get it remove it from collections.  On 3/22 a CSR tried to call but no answer. On 4/4 another phone call was made and an email was sent.  On 4/8 our final attempt was made. After our final attempt, the Manager agreed to leave the account in collections until she got in contact with us.

According to Mr. [redacted] account, he initially began services with us in April of 2017.  He signed up for a 12 month bi-monthly agreement which includes one initial service and six regular bi-monthly services.  As of today, Mr. [redacted] has only received 4 out of the 6 required...

regular services to fulfill his agreement.  Per company policy, if a customer is still within an agreement with us and they move out of our service area, a proof of move document is required in order to void the agreement.  If Mr. [redacted] was completed with his agreement, no proof of move would be required.  A proof of move document does not have to be just a utility bill.  It can be any sort of form or document that has the customer's name and their new address on it.  Once we have received a proof of move, we will be more than happy to get everything canceled out for Mr. [redacted].  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would like to add that I am very pleased with their response and resolution of this matter.  I also wanted to note that I did contact the local Ecoshield office several times before reaching out to the corporate office on 7/24/17, and I am not aware of them trying to contact me.  I didn't receive an email back from them, and if they did call  me, I might have inadvertently declined their phone call if it was from a non-local phone number that I didn't recognize, as I do not immediately answer these calls and have been receiving an increasing amount of unsolicited and spam calls lately, and apologize if that was the case here.  Thank you for your assistance.
Regards,
[redacted]

We apologize for the miscommunication.  When a new customer signs up for service, our service technicians are required to go over a 'Service Contract Review' form prior to them performing the initial service.  On that form, the customer initials and signs that they understand their service...

plan completely.  This form is always available to our customers upon their request.  A copy of Mr. [redacted]' can be provided upon request as well.  After reviewing Mr. [redacted]' account, the miscommunication was that he has moved out of our service area.  Our moving policy for customers is as stated: 'If a customer moves out of their home and their new home is still in our service area, we will transfer services to their new address at no additional charge.  If a customer moves out of our service area, as long as they provide us with a proof of move (ie. a new lease, an invoice from a moving company, or a utility bill with their name and new address on it) their contract with us will be voided and no initial discount recovery fees will be applied'. Due to the confusion, we have agreed to remove the balance from collections.  We have reached out and tried to call Mr [redacted] today on 4/5/2017 to discuss the issue and let him know that it is resolved.  We also sent him an email and let him know to contact us if he has any further questions, comments or concerns.  Thank you.

In good faith, management has agreed to go ahead and close out Mr. [redacted] account without him having to provide required documentation of him moving.  However, we have attached both documents Mr. [redacted] signed prior to us providing service to his home.  The first document is his 12 month agreement with us.  The second is the Contract Service Review form which all customers are required to sign before we can provide service.  It is a complete overview of their agreement and there are spots for the customer to initial and sign stating that they understand it is an agreement for 12 months.  Thank you.

[redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

After looking further into this case, management has decided to cancel the agreement with no debt and also waive the $39.50 service charge for the service performed on July 3rd, 2017.  Customer satisfaction is of upmost importance to us.  We have also spoken with our sales manager's regarding the issues and hope to develop additional training programs to ensure that something like this does not happen again in the future.  Thank you for your time.

This situation has been resolved directly between our Branch Manager and the customer.  All early termination fees were eliminated and the customers account will be put on hold until he is ready to resume service.  Thank you.

We have looked into Ms. J[redacted]' account.  It was not until 7/24 when our office received an email from her regarding cancellation.  At that time, her account was flagged as a pending cancellation and sent to our Executive Manager who handles the cancellations.  It shows he tried...

reaching out to her on 7/27 and 7/28 to discuss her cancelling.  Due to the inconvenience, we have agreed to cancel her account without debt, also we would be happy to send a service specialist out to her house to collect the rodent traps that were left there and we have put in a refund request to our financial services department for the $89 from her most recent service.  Thank you for your time.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

According to our records, Mr. [redacted] initially signed up for service on 6-9-17.  He received his initial service the following day on 6-10-17.  His account shows that he did agree to and sign a 12 month agreement which would consist of 1 initial visit and 6 bi-monthly services.  Also,...

prior to receiving an initial service, our customers initial and sign a service contract review form that states that they understand and agree to their service plan.  It clearly states that it is not a one time service but an agreement for a year long subscription.  It also states that customers understand that if they cancel their agreement prematurely that they agree to pay back the initial discount recovery fee. Our initial service charge is $250.  The sales rep gave Mr. [redacted] a $151 discount off of his initial service which would make it $99. We have attached both signed documents for you to view.  Also, it is very common to see an increase in pest activity in the weeks following an initial service.  That is why it is imperative that we return within 30-45 days to complete your first bi-monthly service.  Mr. [redacted] was scheduled to receive his 30 day service on 7-14 but called in to cancel prior.  We also guarantee our scorpion coverage and offer unlimited free touch ups in between regular services to better accommodate our customers and help get their pest activity minimized. When Mr. [redacted] called in to cancel, his account was marked as a pending cancellation and it shows that our executive manager tried calling him on 7-14, 7-17, and 7-20.  After the third attempt with no returned calls his account was prematurely canceled and the initial discount recovery fee of $151 was issued. Please let us know if there is anything else we can do. Thank you for your time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate their decision to resolve this amicably. I shall consider this complaint closed, thank you for your cooperation and support.
[redacted]