Croach

Reviewing Croach from Charlotte, NC. This company is a complete scam. I agreed to the 6-month contract that later became a 1 year contract without my consent. They came out and sprayed the home using some off brand product and never came back out. They continued to charge my account $50 dollars per month and force me to pay $200 to cancel on top of the additional $50 per month. Customer service was not helpful, and the account manager failed to be honored broken promises made by the door-to-door salesman. Fraud company stay around buy your own pest control from Lowes and don't deal with the stress.

Their techs do good work, but their sales tactics are on the edge of unethical. I asked for a bug spray around my house, & wasn’t told upfront there is a 1 year contract requirement of 5 applications. by the way, found out gnats & mosquitoes don’t qualify.

To Whom it May Concern-After reviewing Mr [redacted] account our records show that his account has been closedIt appears as though our customer service department has negotiated the $cancellation fee down to $According to our records Mr [redacted] spoke with our manager on 6/4/and they had agreed to the $chargeAccording to our records, this matter seems to have been closed

We are currently working with [redacted] to resolve this issueWe look forward to bringing this to a mutually beneficial conclusion

On 8/14/Croach set up service for the ***Part of our sales process is going over the one year agreement with customersAfter the customer signed the agreement a copy was sent to them, as it was not opened another copy was sent a few minutes laterOn 8/16/we performed the initial service On 8/19/we placed a customary call to check on customer satisfactionWe left a voicemail, in which we stated that we wanted to be sure they understood the one year agreement On 9/16/we scheduled the second appointment and emailed the customer the dateOn 9/17/the customer emailed in a request to cancel the service, no mention was made of one time service in that emailWe responded, in email, about the process On 10/12/we converted the service to a one time service, increasing the price to $300, as outlined in the agreement, per the customer's requestWe reached out by mail and phone, leaving a voicemail, about the conversion of the service and the additional costThe letter outlined our willingness to work out a payment plan if necessary, and asking the customer to call within ten days if they needed to do soWe received no response from the customer Croach provided multiple copies of the agreement and made more than one effort to ensure the year service agreement was understood, both before and after initiating serviceOutside of the cancellation request we have not been contacted by the customer until the account was turned overThe charges applied to the account are standard and valid, as indicated by the signed agreementWe are sorry that we could not come to a more amicable parting with the ***

We have resolved this complaint directly with [redacted] before the complaint reached us through the Revdex.com

Complaint: [redacted] I am rejecting this response because, as I outlined in the document attached, their response to this complaint was full of dishonestyI have a trail of emails to prove that nobody ever mentioned the person that was home for entrance had to be Nobody asked our son's age and nobody indicated that was a problemToni M was accepting our son as being the person home to allow entranceThe first I had heard of this age requirement was in the response to my complaintOur garage and the front of our house is full of spiders, so we have paid $for none of the promised outcomes(Promised during the aggressive sales pitch by Toni M.) Why would I pay to cancel a contract that has not been honored?

In regards to complaint ID: [redacted] We have reached out to [redacted] in an attempt to resolve this issue with her On July 18, we pushed out [redacted] 's service for three monthsOn July 8, 2016we reached out about performing the service on the thirteenthWe received nocommunication from her, so we performed the service as scheduled At no point, until after that service, did we receive a request to cancel services, or anyindication of concern about chemicalsWe are more than happy to address this with [redacted] .If we do not hear back from her we will reach out again, in an attempt to bring closure to thisissue that satisfies both parties Thank You

Complaint: [redacted] I am rejecting this response because: As I stated in my original complaint, I refuse to have any more dealings with a business whose ethics and practices I consider to be questionable, at best, and downright deceitful, from my experience This company's representative came onto my property which is clearly marked "NO SOLICITORS"This should NEVER have occurred in the first place, had they read my sign I have been personally dealing with a torn right rotator cuff, for which I have been in Pain Management over a year, and I was taking many drugs which have impeded my mental acuity as well as my emotional response to all aspects of my life This was the reason my son accompanied their representative and myself while he showed us the spidersI would NEVER agree to pay $for a one-time visit, then $one month later to finish the job that the original visit didn'tNeither my son nor I ever heard any mention of $at any time during his presentationHe said we were saving $because they were trying to make the most of their being in the neighborhoodMaybe he should have cleared his quote with the main officeThat was the value I saw, that they came twice, to mop up babies specifically, then the contract started, which was reasonable to meAs well as to my son, who is not your average now-14-year oldI was obviously short-sighted in my not reading the contract, as I said, it was a bright sunny day and I couldn't even read the tablet I signedI wasn't aware of my mistake in not reading the contract until I received a bill for the "second" treatmentIn the preparation for my surgery the week following the original solicitation and then the first visit, I overlooked many thingsNone of the others cost me money, nor the threat of an account going to collections When I first spoke to their representative about this, she stated that the "second" visit occurred the very next day, following the firstNo one ever showed at my home the next dayMy son and I were home all dayThis is a lie, and any documentation they have saying otherwise is bogus With an experience such as this now behind me, why would I in my right mind wish to do any more business with a company that lied to me, tried to steal money from me in the manner of trying to deduct the $"second visit" fee from my credit card, and as I stated before, I'm expected to pay all this, yet not once was there a cessation in the amount of spiders in my homeI did call them at one point early on, complaining of the spidersThey told me not to worry, that was normal, they'll take care of it all on the "second visit"I was told one thing, signed according to what I was told, then was taken by them Sincerely, [redacted]

We have continued to reach out to Mr [redacted] and are still interested in working with him to put this matter to restAs we understand that Mr [redacted] is frustrated we have held off on our process, including not yet sending an invoiceWe have every desire to bring this to a mutually acceptable closeIf Mr [redacted] will contact us we would be happy to discuss the matter with him, if he is unwilling to do so we will proceed with the cancellation process

[redacted] ***'s agreement was for five servicesFour services were performed and charged to his cardAfter paying for the fourth service the customer requested to cancelWe made three attempts to contact him, in part to advise him of the final remaining service and the early termination fee.When we were unable to reach him we cancelled the account per his requestWe applied the appropriate early termination feeWe do not apply cancellation charges to cards on file, so when the cancellation charge ran on the customer's card we immediately refunded itWe sent a cancellation packet that included the invoice and a letter advising that if the balance remained outstanding we would turn it over to our collections agencyWhen the customer did not contact us we continued in our collections processThe outstanding charges are valid, occurred due to us honoring the customer's requests, and currently with the agency that performs our collectionsIf [redacted] wishes to discuss or contest these charges he is welcome to contact NCCIf he wishes to make a payment in full he can do so through NCC or CroachAny discussion of the notice on his credit report should also be directed to NCC

According to our records Ms [redacted] signed up for a quarterly service, which entails five total servicesIt appears as though when our sales representative was out there she offered her a $credit for her one month follow up serviceThis credit was applied to a service performed on 8/20/ Our initial service is regularly $300, and the customer received it for $119, this is due to the fact that we had a signed service agreementAs Ms [redacted] stated, she received and paid for a discounted second service, if the customer had signed up for a one time service, there would not have been a second serviceOur cancellation policy is clearly stated at the bottom of the service agreement, above the signature, we have ensured that the customer did receive a copy of this agreement via email as well as mailed a hard copyAs a business, we are more than happy to comply with and make agreements with our customers if we are provided with the proper documentationThe customer stated that it was not her signature on the contract, to which we requested proof, as would most companiesIf Ms [redacted] provides us with proof that the signature on the attached agreement is in fact not her signature we would be happy to reverse the cancellation fees

After reviewing the account, it appears as though the account has been handled and there has been an agreement to continue on a service to service basis as agreed upon by the customer service representative and Ms [redacted]

To Whom It May Concern-After reviewing Ms [redacted] account, and as stated by Ms [redacted] herself, it appears as though we have already offered to credit the account for the second service as well as go back to her home to re-treat for the spidersAs stated, we do let our customers know that there is sometimes an increase in activity after the “First” service, usually this activity is handled during the one month follow up visit, and of course, in the event there is further activity noted our services are guaranteed and there is no additional charge for treatments between scheduled servicesAccording to the contract signed by Ms [redacted] , our cancelation policy states: “ If for any reason after the three-day period you are unable to fulfill your service obligation, you agree to pay an early termination fee of $or 75% of the remaining contract.” Our customer service agent was, and still is willing to work with Ms [redacted] to find a resolution

Complaint: [redacted] I am rejecting this response because: No one has reached out to resolve this issueStill waiting to hear back from the different times I was told I would be called back Sincerely, [redacted] ***

We have attempted to reach out to [redacted] to settle this complaint directly and are waiting to hear backWe hope to come to an amicable solution

Mr [redacted] signed up for service with us in May of for general pest controlThis service was for a minimum one year, to continue every three months, until cancelled by Mr***In April of he requested a treatment for birds, we advised him we do not treat for birdsHe told our rep that was the only reason he went with us, and we provided the contact information for a company that provides that serviceWe continued to provide general pest control, including working with him on special requests to help with gnats, leading us to believe this issue was resolvedWe provided several services, including a no cost re-service, to Mr [redacted] between the initial mention of birds and his final serviceHis last service was completed in September of After that service he called in and requested to cancel, we cancelled his account, per his requestWe advised him at that time it was the first cancellation request that we had on recordWe have provided no service and billed no additional charges since thenWe are willing to work with him on the balance on the account, if he would like to reach out, but currently show that as balance for a valid service

We have never contested that we use an electronic device to capture signatures on our agreementsThis functions very similarly to the devices many companies use to collect signatures for both payment and contract purposesWe have discussed in previous responses that the contract is both on the device, and discussed by the sales peopleWe have offered to review the footage for the amount of time the salesperson spent on the customer's property, and we continue to be open to thisThis is the most reasonable and equitable solution for both parties that we can find and continues to be our position

Our understanding of the frustration, and the inability to continue our relationship in a mutually desirable fashion is why we waived the cancellation fees in this caseMost of the protection offered by our service comes from the exterior treatments, which were performedAs we have provided two services, and terminated the agreement, waived both our process and fees we consider the matter closedWe are sorry we could not come to a more amicable resolution with the ***

At the end of July *** *** *** signed a one year service agreement with Croach for pest and rodent controlThe *** received their first and second charged treatments under the agreement, and one complimentary re-service to clear up area that were either re-occurring or not satisfactory
after the second treatmentThat was in part due to not completing the interior on the second treatmentOn that treatment the only person present in the home was the *** sonFor the safety of our customers and our employees it is Croach policy not to treat the interior of the home unless an adult is presentThere was a miscommunication on that prior to the treatment, and we attempted to rectify it with the no cost re-treatWhen Bob asked to cancel he was asking for a refund of the second service, but he later asked to simply cancel the serviceNormally there would be a cancellation fee involvedWhile Croach does not normally waive cancellation fees, but considering the particulars of this case we did so and considered the matter closedWe have reached out to the *** to see if we can come to a more amicable conclusion with them as well