Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: Zach [redacted], General Operat
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@arrowpestcontrol.com
I spoke to Mrs. [redacted] at length on 9-3-15 after receiving this letter.
Mrs. [redacted] contracted Arrow to treat her home...
for Bedbugs.
*The contract had an initial treatment @ $400.00
*A follow up cost to be $350
* Free retreats if she saw activity for the
next 90 days there after.
The contract was for an initial treatment
Mrs. [redacted] was:
Treated initially on 5-16-15
Follow up treatment on 6-15-15
Follow up treatment on 7-10-15,
Encasements delivered 7-10-15
Follow up treatment on 8-6-15
Arrow's contract states that the warranty is limited to retreatment only and at no time did Arrow refuse to come back and address the issues.
Mrs. [redacted] stated to me that she has no idea how she got the bedbugs to begin with.
Arrow has no control over re infestation nor what another Pest Control company told the customer.
To Address the Bed Encasement issue: The encasements have a warranty through the manufacturer. Arrow did not damage the encasements, Mrs. [redacted] did by constantly moving the beds to look for Bedbugs each day.
At no time did Mrs. [redacted] contact the manufacturer or Arrow to request replacements. She contracted with another PCO and they provided new encasements with their treatment.
It is very easy to come in as the 2nd PCO in a home and retreat a home that already has a good treatment in place, her new PCO has done just that.
Arrow is not offering any monetary compensation at this time. Arrow would have gotten her encasements under the warranty replacement if she had kept the inventory tags off of the damaged ones that she threw away.
OFFER:
None at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no...we initaly have no idea where the bugs came from, we prept and did exactly what we were told to do, we did NOT re infest our home. The issue with the encasements, picking up a corner of the bed should not put holes in the encasements. We didn't totally remove the mattress and box springs everyday, but we did have to remove both every 15 days to prepare for the next treatment. One of your employees who came to treat told me that if we bought them from Arrow that Arrow would replace them if they ripped,(nothing was said about keeping the inventory tag if damaged) Obviously that isn't the case.. If our home would have had "good treatment", as you say, we would have never had to contract with another company.
Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: Zach [redacted], General Operat
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@arrowpestcontrol.com
I spoke to Mrs. [redacted] at length on 9-3-15 after receiving this letter.
Mrs. [redacted] contracted Arrow to treat her home...
for Bedbugs.
*The contract had an initial treatment @ $400.00
*A follow up cost to be $350
* Free retreats if she saw activity for the
next 90 days there after.
The contract was for an initial treatment
Mrs. [redacted] was:
Treated initially on 5-16-15
Follow up treatment on 6-15-15
Follow up treatment on 7-10-15,
Encasements delivered 7-10-15
Follow up treatment on 8-6-15
Arrow's contract states that the warranty is limited to retreatment only and at no time did Arrow refuse to come back and address the issues.
Mrs. [redacted] stated to me that she has no idea how she got the bedbugs to begin with.
Arrow has no control over re infestation nor what another Pest Control company told the customer.
To Address the Bed Encasement issue: The encasements have a warranty through the manufacturer. Arrow did not damage the encasements, Mrs. [redacted] did by constantly moving the beds to look for Bedbugs each day.
At no time did Mrs. [redacted] contact the manufacturer or Arrow to request replacements. She contracted with another PCO and they provided new encasements with their treatment.
It is very easy to come in as the 2nd PCO in a home and retreat a home that already has a good treatment in place, her new PCO has done just that.
Arrow is not offering any monetary compensation at this time. Arrow would have gotten her encasements under the warranty replacement if she had kept the inventory tags off of the damaged ones that she threw away.
OFFER:
None at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no...we initaly have no idea where the bugs came from, we prept and did exactly what we were told to do, we did NOT re infest our home. The issue with the encasements, picking up a corner of the bed should not put holes in the encasements. We didn't totally remove the mattress and box springs everyday, but we did have to remove both every 15 days to prepare for the next treatment. One of your employees who came to treat told me that if we bought them from Arrow that Arrow would replace them if they ripped,(nothing was said about keeping the inventory tag if damaged) Obviously that isn't the case.. If our home would have had "good treatment", as you say, we would have never had to contract with another company.