Eastside Exterminators

Complaint: [redacted] I am rejecting this response because:Sharon,Thank you for your prompt responseI apologize for my delay, I've been very busyI appreciate knowing that your policy on wasps is to remove the nests after two months, and I would like to offer the suggestion that you clarify that in your contractWhen you state that wasp nests will be removed, and then the customer sees dozens of wasp nests, it is predictably going to lead to frustration and confusionUnfortunately, your contract does not reflect this policy, as it promises removal of wasp nestsIn regards to the spider webs and egg sacs, I must not have been clearThere are hundreds of spider webs and egg sacs on the outside of my house, that have accumulated over years and years of spiders making their homes in places like the siding of the house, under the eaves, and under the porchNone of these places had any egg sacs or webs removed, as promised in your service agreementSimply telling me that MrP [redacted] removed them does not make it so, and yes, the contract was indeed breachedI can send you photos if you like, that show the webs and egg sacs, and they have clearly been well established and there for a long timeNot, as you stated, in your email, new sacs and websWhen you state in your contract that nests, webs, and egg sacs will be removed, it does not mean that the customer will need to call you repeatedly to remove these thingsIt means that you remove them as promisedI suggest again, that you revise your contract to let customers know that your services are provided on request, as opposed to bi-monthlyI would still like you to make this right and get rid of the webs and egg sacs that your company promised would be removedI have been extremely unimpressed with both your actual services rendered and your customer serviceI remain dissatisfied and would like to terminate this agreement free of charge, as you have failed to provide the services promisedIt is evident that you are unwilling to do the right thing and reimburse me for the services I paid for and did not receive, and it is becoming clear that dealing with your company is going to be more hassle than valueAs for the payment that did not go through, if you charge to " [redacted] ", instead of " [redacted] ", there should be no problemI gave the person I spoke with when I signed up my name, but they must have used the wrong one for billing the second timeThank you for your time, and I look forward to hearing from you [redacted] Sincerely, [redacted]

Dear Ms [redacted] , Your particular wasps’ nests that were treated on April 20, 2015, per protocol for this type of wasp, are only removed after they are treated, on a following service visit, to allow for solid containment of the pests By purposefully leaving the wasps’ nests where they were at the time of treatment, MrP [redacted] was doing exactly what he was supposed to be doing as a fully licensed Pest Management Professional for this species of wasp; it was clearly not a breach as you are alleging If MrP [redacted] had removed the wasps’ nests on the same day he treated them, the wasps wouldsimply have rebuilt new nests in the same places where they were originally MrP [redacted] removed the visible exterior wasps’ nests when he returned to your home on May 6, 2015, the very day youcalled to complain about them MrP [redacted] even found and removed a polistes wasps’ nest (a different species of wasp) From May 6th to your first regularly scheduled bimonthly treatment on June 3rd, you did not complain of any pest issues Even after your June 3rd treatment to when you filed your Revdex.com complaint on June 18th, you did not contact us to notify us of any pest problems Had you called us, instead of the Revdex.com on June 18th, 2015, to tell us about the new egg sacs and spider webs that you have again, we would have gladly treated your home free of charge, per your contractIt takes time to control pests, and that is exactly why our contract references the reduction of the “spider population over time.” We have fulfilled every aspect of our contract, and have serviced you promptly when you called us to do so, at no additional charge, again per the contract you signed We absolutely disagree that we have breached our service contract because you now find new spider sacs and or spider webs in the exterior areas of your home In the contract you signed, you agreed to an initial treatment, and a minimum of six additional bimonthly treatments to control pests long-term You have only had the initial treatment, and one bimonthly treatment performed, leaving five more bimonthly treatments to be fulfilled If you would like to do an early termination of the contract, per the contract to which you agreed, you are required to pay 50% of all of the services not yet done(By the way, you have still not paid us for the first bimonthly treatment we did for you on June 3, 2015.) What we cannot do is give you a full refund for services we have already fully performed, and/or send MrP [redacted] for another treatment and still allow you to opt out of the early termination payment We have contacted you several times via email (as email is your preferred mode of contact) in attempts to resolve this issue, and have not had a response from you Please feel free to call us at [redacted] Thank you

We were contacted on November 13, by Ms [redacted] who requested what we call a "Bird Estimate"This is when a homeowner has nuisance birds present and requests that we assess and present a bid to seal up access points to prevent entry (a process called "exclusion".) Ms [redacted] stated that she thought there were birds in the attic of a vacant house that she was listingWe explained during that call that the bird estimate is not free - we charge a low fee of $plus tax for a total of $to cover our technician's time and expertiseMs [redacted] agreed, and our technician was scheduled for Nov18, Our technician, Angel, doesn't recall making such a statement upon arrival, and of course we would not want that statement to be madeHe did, however, spend an hour assessing the attic and preparing an exclusion reportThe exclusion recommendation totaled $273.75, and normally is not provided until we receive payment for the initial inspectionMs [redacted] however was extended extra courtesy as she is a realtor, and given the full reportAt that time she decided to not pursue the exclusion work, and then refused to pay the initial inspection feeWe then assessed an additional $late fee in February when our calls and invoices went unansweredThe total outstanding is now $64.51, a more-than reasonable amount for an hour of a technician's timeMs [redacted] 's decision to not use our services based on her experience, while understandable, are separate from her initial decision to hire us and verbally agree to the chargeWe ask that she honor that, and thus maintain that our total amount of $fair and reasonable, and as of now, still outstanding

We have read your response, and have addressed every concern Please let us know how you would like to proceed

Complaint: ***I am rejecting this response because:
Thank you for your responseWe will accept the cancelation of the ongoing serviceUnfortunately, we cannot accept your proposed remediation for the ceiling damage
Our home was remodeled last SummerThis area was inspected by architects, inspectors and our contractorNever did a single nail mark appear until your crew performed the services in August/SeptemberThe only visible existing damage to the areas were some stress cracks that occurred during the settling in the winter which our contractor was coming to repair
Aside from the hole, there is now dimpling in the ceiling all over the living areas as well as our bedroom (we just found those this week)This house was built in and no, it is not due to faulty constructionInstead, it is due to your crew's carelessness in performing the servicesYour crews were in our attic times through out this whole process and instead of using the pathway that is in the attic in order to avoid damage, they walked directly on the studs ruining the ceiling work that was done during the remodel
As for the credit card charges, I signed all finalized work orders except for the last oneI told your crew that I would not sign it until we resolved the repair to the ceilingYour office went ahead and charged the card that evening regardlessGood business practice would have been for you to await for resolution on the damage and wait for me to authorize that final payment.
As for derogatory claims- we are only stating the facts of how your business has handled this whole issueIn reading past reviews in both my neighborhood's NextDoor and Yelp, it seems like other customers have had similar experiences to ours when your crews have caused damage
Our only satisfactory resolution is to receive a payment for $that it will take to repair all of the damage per our contractor's bid or we will have to resolve this at Small Claims Court
We will await for your response until October 25th,
Sincerely,*** ***-***

*** *** asked us for a free estimate for carpenter ants in July of 2012, and that is what we did for him. At that time, he did not hire us to treat his ants then. He asked for another free estimate for carpenter ants/termites in July of 2014, and again we came out to his house to do
a free estimate. Again, he chose not to hire us for treatment. When Mr*** contacted us on February 26, 2015, Eastside Exterminators, as a company, no longer offered free estimates for ants. Our customer care representative, Shelby F*, spoke to Mr*** on the telephone and explained to him what our Signature Program is. MsF* certainly did not offer a free estimate to Mr*** because we no longer do free estimates for ants; nor was she an employee in the years prior when free estimates were offered. Mr*** verbally agreed to one year of service to treat his ants, per the terms of the Signature Pest Agreement, as was explained to him on the phone by MsF*. Mr*** obviously still had a continuing issue with ants. Along with the initial treatment price, per our Signature Program, Mr*** also agreed to five additional bimonthly treatments to stop re-infestation for additional fees. All of this was fully explained to Mr*** by MsF*, per our routine protocol, and only after he agreed to the Signature Program was our technician, Victor E***, scheduled to come out to treat his ants. If Mr*** had not agreed to the Signature Program, we would not have scheduled a technicianto service his home as we no longer offered free estimates for ants in February of 2015. A Signature Pest Agreement was emailed to Mr*** on February 26, 2015, at 12:p.m., and again at 4:p.m. The email sent at 12:p.mby MsF* asks Mr*** for his electronic signature on the Signature Pest Agreement that [they] “spoke about”, and for his credit card authorization to pay for the services. We don’t offer free ant estimates anymore, but if we had, we certainly would not have sent an email containing a contract with a listed fee, and asking for signature and payment information. Victor E***, our technician, clearly remembers coming out to Mr*** home on March 3, 2015. He was met by Mr***, and shown an area of the kitchen wall where ants were reportedly coming from. MrE*** saw that this kitchen wall was an interior wall, and told Mr*** that he’d need to access the basement area to see where the ants were coming from. Mr*** accompanied MrE*** down to the basement, where MrE*** noted a lot of moisture damage and found a moisture ant issue. When MrE*** showed Mr*** what he discovered, Mr*** told our technician, “Let’s take care of it!” Our technician had to go out to histruck to get his sprayer, and treated Mr*** home for approximately an hour and a half. Mr*** was with MrE*** for a period of time, and obviously saw that MrE*** was treating his home for ants. At no time ever during the approximately minutes that MrE*** was on site, did Mr*** stop him, or say to him that he should stop treating or using pesticides, for children or for any other reason. Mr*** even told MrE*** that he was leaving, but that MrE*** could continue with his service as his housekeeper was home. Mr*** housekeeper was even told by Mr*** to move some of the kitchen accessories so MrE*** could continue his treatment of the area of the interior wall where the ants were seen. We provided a service to Mr*** only after he verbally agreed to it with our customer care representative, MsF*, and verbally asked MrE***, our technician, to start treating his ants. Mr*** is now refusing to pay for that service and claims in his Revdex.com complaint that he never agreed to the service, and told us never to treat because he had small children in the house. If that was the case, we never would have scheduled a technician to service Mr*** home in the first place. Even if there had been a misunderstanding, on the very date of service, Mr*** never corrected that misunderstanding, even as our technician began treating the ants that Mr*** called us to treat. Mr*** did not tell our technician to stop treating his kitchen or other areas of his home. Nor did Mr*** tell MrE*** that he was worried about the pesticide as he had small kids in the home. There was no mention of children at all. Mr*** was home when our technician arrived, and when he was shown the ant problem that was in his basement, Mr*** very directly told our technician to “take care of it because ants were crawling around his kitchen”. Mr*** even followed our technician around his home while MrE*** treated his home. Mr*** service was done on March 3, 2015. In the months since he received the treatment, Mr*** has been asked several times for payment. He still has not paid for his initial treatment. Because he did notpay for his agreed upon service, his account was sent to collections. When we asked him to pay for the initial treatment, he offered to pay only 50%, but still wanted to continue with his bi-monthly preventative treatments at the originally agreed upon pricing, per the terms of the Signature Pest Agreement, which was emailed to Mr*** two times on the same day he contacted us. Mr*** clearly understood MrE*** date of service was not a free estimate. We refused that “discount” as we fully performed our initial treatment. We are happy to help Mr*** with his ant issue per the terms of the Signature Pest Agreement, but he has to pay for the initial treatment

Complaint: ***I am rejecting this response because:
The response from the business that was sent on 7/6/was not correct. They did not tell me there was a charge to come provide
an estimate, nor would I have agree to pay that. I’ve not ever had pest control companies charge to provide a bid for potential services,
and as a real estate agent I pay attention to things like that for my clients
Furthermore, the amount $+ tax = $was not what this company sent me after their exterminator was out to the property
On 11/19/2015, they sent a Proposal, not an invoiceThe amount for that was $273.75, including tax
I have attached their proprosale for work. You can clearly see there is no mention, anywhere on this paperwork, a fee for them coming
to give the estimate.
Please tell this company to quit billing me. They did not disclose a fee to provide an estimate, nor does the attached report show any
charge for this proposed contract.Sincerely,*** ***

Complaint: ***I am rejecting this response because:It is clear that you don't intend to make this rightSimply stating that you did what you promised in the contract, or that you "addressed my concerns" doesn't make that true. Sincerely,*** ***

Customer was informed of price, because she specifically told us to send the invoice to her email.See attached screenshot where our agent noted her request. We wouldn't have noted this if it wasn't requested.
 
This is NOT an issue of the quality or price of our inspection, which the consumer is clearly unhappy with. From the perspective of service provided, she was informed, gave a verbal authorization to proceed, was given special consideration in terms of not having to pay up front, and then when she didn't like the proposal offered refused to pay for the inspection.
 
If you refer to the screenshot showing emails from/to our office, it's clear that this is what happened...the email from 12/17 to us states that because they weren't happy with a bid (a proposed SECOND service), they refuse to pay for the FIRST service, the bird estimate.

Dear Ms. [redacted],            Your particular wasps’ nests that were treated on April 20, 2015, per protocol for this type of wasp, are only removed after they are treated, on a following service visit, to allow for solid containment of the...

pests.  By purposefully leaving the wasps’ nests where they were at the time of treatment, Mr. P[redacted] was doing exactly what he was supposed to be doing as a fully licensed Pest Management Professional for this species of wasp; it was clearly not a breach as you are alleging.  If Mr. P[redacted] had removed the wasps’ nests on the same day he treated them, the wasps wouldsimply have rebuilt new nests in the same places where they were originally.  Mr. P[redacted] removed the visible exterior wasps’ nests when he returned to your home on May 6, 2015, the very day youcalled to complain about them.  Mr. P[redacted] even found and removed a polistes wasps’ nest (a different species of wasp).              From May 6th to your first regularly scheduled bimonthly treatment on June 3rd, you did not complain of any pest issues.  Even after your June 3rd treatment to when you filed your Revdex.com complaint on June 18th, you did not contact us to notify us of any pest problems.                Had you called us, instead of the Revdex.com on June 18th, 2015, to tell us about the new egg sacs and spider webs that you have again, we would have gladly treated your home free of charge, per your contract. It takes time to control pests, and that is exactly why our contract references the reduction of the “spider population over time.”  We have fulfilled every aspect of our contract, and have serviced you promptly when you called us to do so, at no additional charge, again per the contract you signed.  We absolutely disagree that we have breached our service contract because you now find new spider sacs and or spider webs in the exterior areas of your home.              In the contract you signed, you agreed to an initial treatment, and a minimum of six additional bimonthly treatments to control pests long-term.  You have only had the initial treatment, and one bimonthly treatment performed, leaving five more bimonthly treatments to be fulfilled.  If you would like to do an early termination of the contract, per the contract to which you agreed, you are required to pay 50% of all of the services not yet done. (By the way, you have still not paid us for the first bimonthly treatment we did for you on June 3, 2015.)  What we cannot do is give you a full refund for services we have already fully performed, and/or send Mr. P[redacted] for another treatment and still allow you to opt out of the early termination payment.  We have contacted you several times via email (as email is your preferred mode of contact) in attempts to resolve this issue, and have not had a response from you.  Please feel free to call us at [redacted].  Thank you.

We were contacted on November 13, 2015 by Ms [redacted] who requested what we call a "Bird Estimate". This is when a homeowner has nuisance birds present and requests that we assess and present a bid to seal up access points to prevent entry (a process called "exclusion".) Ms [redacted] stated that she...

thought there were birds in the attic of a vacant house that she was listing. We explained during that call that the bird estimate is not free - we charge a low fee of $47.50 plus tax for a total of $52.01 to cover our technician's time and expertise. Ms [redacted] agreed, and our technician was scheduled for Nov. 18, 2015.
Our technician, Angel, doesn't recall making such a statement upon arrival, and of course we would not want that statement to be made. He did, however, spend an hour assessing the attic and preparing an exclusion report. The exclusion recommendation totaled $273.75, and normally is not provided until we receive payment for the initial inspection. Ms [redacted] however was extended extra courtesy as she is a realtor, and given the full report. At that time she decided to not pursue the exclusion work, and then refused to pay the initial inspection fee. We then assessed an additional $12.50 late fee in February 2016 when our calls and invoices went unanswered. The total outstanding is now $64.51, a more-than reasonable amount for an hour of a technician's time. Ms [redacted]'s decision to not use our services based on her experience, while understandable, are separate from her initial decision to hire us and verbally agree to the charge. We ask that she honor that, and thus maintain that our total amount of $64.51 fair and reasonable, and as of now, still outstanding.

Thank your for the opportunity to respond to this customer complaint here on Revdex.com as well as the phone calls, email and certified letter. 
 
Eastside's position on this matter has been consistent and in our opinion, a fair and immediate reaction to the damage done to the [redacted] ceiling....

We immediately had our 3rd party contractor, [redacted] of [redacted] Construction, assess the ceiling damage along with our own internal construction expert Scott Armstrong (see attached bid and notes). Mr. [redacted] agreed with our assessment that the damage done by our technician was limited to the hole in the ceiling, which could be repaired for $950. 
 
The additional "dimpling" is in fact not caused by Eastside technicians; this is caused by any number of factors related to the construction of the home and installation of the ceiling. These can include IN PART OR TOTAL the following factors: 
1. In constructing the ceiling, the original installers used nails to hang the sheetrock, rather than screws. 
2. An inadequate amount of "mud" was used to seal over the top of the nails, and when it dries it constricts. When paint is later applied this appears as an upward depression or "dimple" in the surface paint. 
3. When our technicians walked along the joists in the attic in order to assess rodent access and the viability of the insulation, this downward pressure pushes the nail down, and then retracting pulling up, also causing "dimpling". 
The imperfection in the ceiling, while regrettable, are not our responsibility. Further, page 11 of the 26-page agreement signed by the customer states the following clause in "Terms and Conditions": "Some of the work the Company may perform during the term of this Agreement may require the Company to work in confined spaces that have ...sheet rock, etc. The Company shall not have any liability to Customer if such items are disconnected, broken or damaged due to not being installed/protected properly by another Contractor." (Please see separately provided copy of Terms & Conditions). 
The Customer has also made claim that we improperly charged their credit card. During the sales process the customer signed multiple subtotal proposals authorizing us to make the charges. To now make the statement that we are making unauthorized charges is incorrect and reactionary to the damage claim (See separately provided copies of Agreements pages 4, 7 and 9 of 26, bearing customer signature). 
Finally, the Customer's request to cancel ongoing service is granted. There will be no ongoing pest or rodent service provided, nor will Eastside provide any warranty as detailed in our Service Agreement. (See separately provided copy of Rodent Protection Agreement, page 5 of 26). 
While the customer's recent certified letter rejects our offer to cover our $950 portion, we continue to offer that as sole recourse. We hope that the customer will review these documents and carefully consider the legally-binding agreement (including the terms & conditions) prior to making any further derogatory claims on Revdex.com, Yelp, Angie's List or any other review site. Our offer expires on October 31, 2016 after which time we will accept the customer's refusal of our monetary effort to repair the ceiling.

Complaint: [redacted]I am rejecting this response because:Sharon,Thank you for your prompt response. I apologize for my delay, I've been very busy. I appreciate knowing that your policy on wasps is to remove the nests after two months, and I would like to offer the suggestion that you clarify that in your contract. When you state that wasp nests will be removed, and then the customer sees dozens of wasp nests, it is predictably going to lead to frustration and confusion. Unfortunately, your contract does not reflect this policy, as it promises removal of wasp nests. In regards to the spider webs and egg sacs, I must not have been clear. There are hundreds of spider webs and egg sacs on the outside of my house, that have accumulated over years and years of spiders making their homes in places like the siding of the house, under the eaves, and under the porch. None of these places had any egg sacs or webs removed, as promised in your service agreement. Simply telling me that Mr. P[redacted] removed them does not make it so, and yes, the contract was indeed breached. I can send you photos if you like, that show the webs and egg sacs, and they have clearly been well established and there for a long time. Not, as you stated, in your email, new sacs and webs. When you state in your contract that nests, webs, and egg sacs will be removed, it does not mean that the customer will need to call you repeatedly to remove these things. It means that you remove them as promised. I suggest again, that you revise your contract to let customers know that your services are provided on request, as opposed to bi-monthly. I would still like you to make this right and get rid of the webs and egg sacs that your company promised would be removed. I have been extremely unimpressed with both your actual services rendered and your customer service. I remain dissatisfied and would like to terminate this agreement free of charge, as you have failed to provide the services promised. It is evident that you are unwilling to do the right thing and reimburse me for the services I paid for and did not receive, and it is becoming clear that dealing with your company is going to be more hassle than value. As for the payment that did not go through, if you charge to "[redacted]", instead of "[redacted]", there should be no problem. I gave the person I spoke with when I signed up my name, but they must have used the wrong one for billing the second time. Thank you for your time, and I look forward to hearing from you. [redacted]Sincerely,[redacted]

We have read your response, and have addressed every concern.  Please let us know how you would like to proceed.