Croach

We have resolved this complaint directly with the customer

We mailed Mr*** a summary of his services and chargesWe have offered to email him an invoice summary as wellIf he has any questions or concerns he can reach out to us directly at 425-202-and ask for the managerNCC has all of this information and this issue can be addressed with them as well
We made multiple attempts to contact Mr***In the first message we advised him that we could not make any changes to the account without speaking to him firstWe then mailed him a cancelation packet, which included the outstanding charges and a notification that we would send the account to collections if did not heard from him inDuring that time we were open to making payment arrangements, providing the final service, discussing and trying to address his concerns, etc
After allowing more than our customary time, which was outlined in the letter, for Mr*** to contact us, we sent the account to collectionsWe look forward to a speedy resolution to this matter and are sorry our relationship with Mr*** ended on these terms

Croach has reached out to the ***s, and we are sorry that a manager was unable to reach themWe are committed to providing a service that works, if the *** are willing to work with us towards that end we would love to discuss continuing their serviceOtherwise this is with the collection agencyWhile there seems to be some misunderstanding between the *** and the collection agency, that company is open to speaking to them if that is the route they wish to take, we have verified thisIf the *** would like to discuss moving forward with the service they can call the office and ask to speak to the Customer Service ManagerIf they cannot be immediately connected we promise they will receive a return call

Croach acted outside of our normal policy to settle this account with Mr. [redacted]. We waived the $35 fee, and have informed the agency that the account is settled.

Complaint: [redacted]I am rejecting this response because:
The issues had to be taken care of and paid for again with another pest company. We don't need anything other then refund from Croach ServicesSincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still wish to note that I am NOT a happy customer. Calling the service discounted such that a year long contract with HEAVY fees for ending early is a HORRIBLE business practice especially when all it does is guarantee they make money off of you and provide NO ongoing value to the customer. Sincerely, [redacted]

According to our records Ms. [redacted] signed up for a quarterly service, which entails five total services. It appears as though when our sales representative was out there she offered her a $50 credit for her one month follow up service. This credit was applied to a service performed on 8/20/2015....

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 agreement. As 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 service. Our 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 copy. As a business, we are more than happy to comply with and make agreements with our customers if we are provided with the proper documentation. The customer stated that it was not her signature on the contract, to which we requested proof, as would most companies. If 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.

Complaint: [redacted]
I am rejecting this response because: No one has reached out to resolve this issue. Still waiting to hear back from the 3 different times I was told I would be called back.
Sincerely,
[redacted]

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

Upon review of this account we found that Mrs. [redacted] signed up for pest control service at her residence, and agreed to payment via credit card upon completion of each scheduled service.  We have performed the first 2 services, which we were attempting to bill according to our mutual...

agreement. We are unclear why she would have received a statement showing a $0 balance, but we did attempt to reach her at the email she provided to us (which is the same one she used to file this complaint) and resolve the billing issues with her account. Unfortunately we received no reply.  
The service was performed, and we would know if the technician skipped the service as our vehicles are GPS tracked. Ants can take a couple of services to resolve and we believe this has been communicated to her. We have offered Mrs. [redacted] several solutions, including free of charge, as needed re-treatments (which we offer to all customers). Thus far she has vehemently rejected all of them. In closing, we sincerely apologize for any miscommunication regarding billing, or service at her home and wish this could have been resolved more amicably.
We have closed her account without any early termination fees and wish her the best.

Complaint: [redacted]I am rejecting this response because: I am not contracted with Croach on a 3 month cycle to spray chemicals around the exterior of my home.  I used Pest Free for interior ants in the past. The last service was in 2015. I have not requested any ant treatment in 2016. I believe Croach is doing fraudulent business practices.  I am being billed for a service that they are claiming they performed although there is no evidence they were even at our home except an emailed bill. If they did spray chemicals on the exterior of my home it was without consent. I did not request this service.  I was not home the day they are claiming they sprayed and there was no indication, note, door hanger etc. suggesting that they were at my home. I am quite upset that this company has the idea that they can enter our property, spray chemicals and then bill me without consent. In addition, threaten me with a collection agency, attempting to tarnish my credit rating. I am reaching out to Revdex.com to let other people know about this scam. Sincerely,[redacted]

In regards to complaint ID: [redacted]. We have reached out to [redacted]in an attempt to resolve this issue with her.
On July 18, 2016 we pushed out [redacted]'s service for three months. On July 8, 2016we reached out about performing the service on the thirteenth. We 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 chemicals. We 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

We have resolved this complaint by working directly with the customer.

Mr. [redacted] signed up for service on May 24, 2016. The agreement he signed is standard, allowing him to cancel after one treatment by converting that treatment to a one time service, at the cost of a onetime service. The salesman did offer the initial service at $0, as a part of the one year agreement,...

as an incentive to sign up. The service was performed the same day.
We called and left a message on May 27, 2016. Amongst other things this message included information about the one year Service Agreement. We did not hear back from Mr. [redacted] until June 21, 2016. At that time he was informed of his contract and the cancelation fees.
We have tried multiple times to reach out to Mr. [redacted] about this situation, both before and after this complaint. All of our attempts have been unsuccessful and unreturned. We would love to resolve this with him directly. There is a valid contract but we are willing to work with customers, especially in unusual circumstances. If we are afforded the opportunity we will attempt to work with Mr. [redacted] in regards to this situation.

To Whom it May Concern-After reviewing Mr. [redacted] account our records show that his account has been closed. It appears as though our customer service department has negotiated the $200 cancellation fee down to $50. According to our records Mr. [redacted] spoke with our manager on 6/4/15 and they had...

agreed to the $50 charge. According to our records, this matter seems to have been closed.

We have continued to reach out to Mr. [redacted] and are still interested in working with him to put this matter to rest. As we understand that Mr. [redacted] is frustrated we have held off on our normal process, including not yet sending an invoice. We have every desire to bring this to a mutually acceptable close. If 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 normal cancellation process.

Mr. [redacted] signed up for service with us in May of 2015 for general pest control. This service was for a minimum one year, to continue every three months, until cancelled by Mr. [redacted]. In April of 2016 he requested a treatment for birds, we advised him we do not treat for birds. He told our rep that...

was the only reason he went with us, and we provided the contact information for a company that provides that service. We continued to provide general pest control, including working with him on special requests to help with gnats, leading us to believe this issue was resolved. We provided several services, including a no cost re-service, to Mr. [redacted] between the initial mention of birds and his final service. His last service was completed in September of 2016. After that service he called in and requested to cancel, we cancelled his account, per his request. We advised him at that time it was the first cancellation request that we had on record. We have provided no service and billed no additional charges since then. We 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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We would like to work with [redacted] to resolve this issue. As he has indicated that he has had difficulty reaching us in the past we have reached out to him directly. We hope to work with him to resolve this directly.

We have resolved this complaint with [redacted]. - Patrick, Customer Service Manager