Croach CO, LLC

Thank you for informing me of this situation as our top priority is to our customers and their satisfactionWith every new customer, our goal is to provide complete transparencyWe make sureeach customer has received a copy of their service contract, understand our service, and answer any questions or concerns they may haveTo ensure we continue togiveexcellent service our software tracks and documents anytime an employee of Croach accesses any customer accountWe are able todetermine when an account was accessed, by what employee, and if any changes were made to the accountLastly, we track every technician using GPS to monitor every stop.Miss [redacted] concern is the $charge affecting her creditIn her objection, she stated service was never performed and that no one other then our salesperson stepped foot in her houseDespite several attempts to resolve this matter, she was told a supervisor would call her back and no one ever called.Miss [redacted] signed a service agreement on April 27, she was informed on that date a service technician would be servicing her home the next day, April 28th, On April 28th our service technician documented his service: Inspected, de-webbed and treated exterior of the houseRemoved several wasp nests and treated eavesPlaced bait boxes on the exterior foundation alsoThe customer wasn’t home for initial serviceInterior service can be done on the following service or it can be rescheduled.On April 29, 2017, we received a call from Miss [redacted] stating she feels service was not completeShe stated no one was home to see the service technicianWe offered to send our service technician back out to treat the areas that were not done, she declined and wanted a refundOn May 1, 2017, Miss [redacted] called into our office requesting a refund stating nobody came to treat the exterior of her home said they were home all day on March 28thOn May 3rd our service manager went to Miss [redacted] home, he showed her the new bait stations that were put in few days prior and shared the GPS location of the service technician during her service timeAfter our manager asked if there is something we could work out Miss [redacted] said she has to speak with her husbandOur manager made several attempts to reach Mror Miss [redacted] with no successIn summary, our service technician serviced their home our bait stations were installed and the GPS confirmed that as wellOur service manager went to their home in attempts to resolve their issues and was told to call after she speaks to her husband Croach tried to accommodate Miss [redacted] to the best of our ability The only cancelation fee she was charged was the discounted fee of $for the initial service and a $cancelation fee Once we received the request to cancel service we closed the account and simply requested that the closing balance was paidWe hope this clarifies any misunderstandingWe are more than willing to work with Miss [redacted] on her remaining outstanding balance and urge her to reach out to us at her earliest convenience to bring this unfortunate misunderstanding to a quick and amicable close.Best regards, Tomas U [redacted] Customer Service Manager Croach™[email protected]

*** *** signed up for a one year agreement with Croach on May 8th, The first two services were performed in May and JunePayment for the first service was made in July, and the second service was made in SeptemberDue to the delinquency the account was cancelled*** asked to
have the account reactivated, this request was forwarded to our billing departmentWe reached out to ***, advising her that we would need a card on file to continue the services, standard protocol for us when an account goes past due so soon after starting serviceWe made three attempts to reach her regarding this in mid to late September. *** did call back in at this point, and there was confusion about the account as she was asking to put a card on file but to hold services until Spring, when she moved to a new home*** called in when the she was contacted by the collection agency in NovemberDuring this two month period neither party tried to reach out, and for that we are very sorry and wanted to work with *** to straighten this outWhile it was our initial belief that she wanted to cancel, or cancel until Spring we wanted to work with her to make this as painless as possible. Croach explained that we would need to continue the agreed upon services at her current home, and transfer the remaining services (one in total) to her new home when she movedAt that point she could continue the service, or end them as she choseWe reached out to our billing department to have the account removed from collectionsDue to prior experiences our billing department asked that the next service be completed before removing the account from collectionsCroach reached out several times to explain this to ***, and to set a date for the serviceDuring one of these calls we were leaving a message and someone at the home picked up the phone, said "No," and hung upWhen we attempted to call again the line was busyApparently there were further miscommunications during this processAs the intention was to complete the service, and remove her from collections, and continue the serviceOur full intention was to work with *** on this. When we were able to reach ***, we worked with her to schedule the service for December 16th, but on the 15th received a call from her to let us know that she had contacted the collections agency and paid the balanceAt that point she let us know she wanted to cancel the account and no longer wanted to do business with us. We are sorry this did not work out betterWe had hoped to keep *** as a happy customer, and wish her the best

Complaint: [redacted]
I am rejecting this response because: My wife called and spoke to a manager Wednesday and was told he would look more into it and call back. Its Friday night now and no call back. The person my wife spoke with only said we signed a paper agreeing to the cancellation fee. If we have received any service from this company which again we never did then that would be fine but we refuse to pay a fee for these bait and switch tactics from this company and excessive lies. 
Sincerely,
[redacted]

Thank you for informing me of this situation as our top priority is to our customers and their satisfaction. With every new customer, our goal is to provide complete transparency. We make sureeach customer has received a copy of their service contract, understand our service, and answer any...

questions or concerns they may have. To ensure we continue togiveexcellent service our software tracks and documents anytime an employee of Croach accesses any customer account. We are able todetermine when an account was accessed, by what employee, and if any changes were made to the account. Lastly, we track every technician using GPS to monitor every stop.Miss. [redacted] concern is the $185.00 charge affecting her credit. In her objection, she stated service was never performed and that no one other then our salesperson stepped foot in her house. Despite several attempts to resolve this matter, she was told a supervisor would call her back and no one ever called.Miss. [redacted] signed a service agreement on April 27, 2017. she was informed on that date a service technician would be servicing her home the next day, April 28th, 2017. On April 28th our service technician documented his service: Inspected, de-webbed and treated exterior of the house. Removed several wasp nests and treated eaves. Placed bait boxes on the exterior foundation also. The customer wasn’t home for initial service. Interior service can be done on the following service or it can be rescheduled.On April 29, 2017, we received a call from Miss. [redacted] stating she feels service was not complete. She stated no one was home to see the service technician. We offered to send our service technician back out to treat the areas that were not done, she declined and wanted a refund. On May 1, 2017, Miss [redacted] called into our office requesting a refund stating nobody came to treat the exterior of her home said they were home all day on March 28th. On May 3rd our service manager went to Miss. [redacted] home, he showed her the new bait stations that were put in few days prior and shared the GPS location of the service technician during her service time. After our manager asked if there is something we could work out Miss [redacted] said she has to speak with her husband. Our manager made several attempts to reach Mr. or Miss. [redacted] with no success. In summary, our service technician serviced their home our bait stations were installed and the GPS confirmed that as well. Our service manager went to their home in attempts to resolve their issues and was told to call after she speaks to her husband.  Croach tried to accommodate Miss. [redacted] to the best of our ability.  The only cancelation fee she was charged was the discounted fee of $150.00 for the initial service and a $35.00 cancelation fee.  Once we received the request to cancel service we closed the account and simply requested that the closing balance was paid. We hope this clarifies any misunderstanding. We are more than willing to work with Miss [redacted] on her remaining outstanding balance and urge her to reach out to us at her earliest convenience to bring this unfortunate misunderstanding to a quick and amicable close.Best regards,   Tomas U[redacted] Customer Service Manager Croach™[email protected]