ecoCURVE Pest Solutions Reviews (%countItem)
ecoCURVE Pest Solutions Rating
Address: 1029 N Wichita St Suite 5, Wichita, Kansas, United States, 67203-3846
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On 3/18/2020, a sales rep came to my door to sell me pest control services. Due to recent social distancing orders, I was not able to view any written information that was on the sales rep's ***. The sales rep stated that the company was running a special in the area that provided two pest services at a reduced rate of $*** each that would be about four weeks apart and then 3 more services that would occur quarterly at $*** each. I thought this sounded reasonable. I asked the rep if I was able to cancel the remaining services if I wanted. He advised that I could and did not indicate any fee if I canceled early, nor did he stated that I would be in a contract. I told the rep that I was interested, but that I wasn't able to sign anything due to everything being on his ***, and not being able to touch the *** and having to keep 6 feet distance. He said that is fine, he could sign it. The service techs came out and spent less than 5 minutes spraying my property.
I then received a text message on 4/15 stating that they would be out to provide the next service on 4/16. My grandfather just passed away ***, so I did not want to deal with people coming to the house and was not happy with the previous service, so I texted back and called to cancel the service. I was then told if I canceled I would be charged a fee. I said that this contradicts what I had been told when I started service. I was then emailed a copy of the service agreement and schedule that stated different prices then what had been disclosed to me. The rep told me it would be $*** to cancel and asked if I wanted to proceed. I advised I would like confirmation that the $*** would be a final billing and disclosed my intent to file a complaint with the Revdex.com. The rep stated that he sent the verification to my email then took it upon himself to cancel and draft the amount from my bank account without my authorization.
Product_Or_Service: Pest Control Services
Account_Number:
Refund I would like the account canceled and the $*** refunded back to my bank account.
Thank you. Here is our response
At the time of treatment on 3/18 Ms. was presented with the welcome letter from our company that stated all the terms of the agreement. In the process, our technicians went over the welcome letter with Ms.. This was done prior to any service being performed. In the welcome letter the terms of the cancellation are discussed and scrutinized. We do this so we can avoid this exact situation of the "he said she said" argument. The welcome letter is gone over by our technician that is a different individual then our sales person. I have attached a copy of the welcome letter in our response. Furthermore, Ms. indicated in her complaint that the salesmen discussed the quarterly service plan and that she agreed to it. Ms. also set up for automatic payments through our customer portal. We did not set that up for her...she set that up on her own accord. That means that payment are automatically deducted from her account for payment due. Upon cancellation of her contract the payment of $*** was due per the terms of her contract. This is what was taken out and after doing so we emailed her that her contract was now satisfied. The reason for the fee is her first service was discounted that amount in exchange for a year service agreement. The contract clearly states if the contract is cancelled for any reason after the first service that discount is recouped. I also checked our GPS records on the truck that day and we had 2 technicians doing the service for her that day. They were at her home from 3:31 PM to 3:50 PM. Our standard initial service takes 35 minutes. With 2 technicians it would be half that. So I dont get the claim that we only were there for 5 minutes? We stand behind our terms and have cancelled the service per the terms outlined in the agreement.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
If you review the paperwork, there are two different signatures on the customer line on two different documents. When the service people came out, they stated that the information on their tablet was simply stating that they were performing the service. They did not indicate a welcome letter or cancellation policy. Also, the quarterly service that was discussed was presented to me as a special price if I continue, not a contact that I was agreeing to. Again, I specifically asked the sales rep if I could cancel at any time and he indicated that I could with no mention of a fee. Also, I did not set up the automatic payments myself (although I am not sure how this is relevant other than to illustrate another lie that this company is spinning). The sales rep took my debit card information to set up the automatic payments for service calls, but then the service people also requested payment (they stated that the information that I gave the sales rep was for future service calls) so I gave them a check. Finally, in our conversation (over text message, so I have no idea the name of the *** customer service rep) asked me if I wanted to continue with the cancellation. As I have been told many different things by different representatives from this company, I told that rep that I wanted it in writing that IF I were to pay the $*** that I would have no other obligation from their perspective. I wanted this information in writing to take and discuss with an advisor before making my decision. However, the rep texted me that "he emailed that over to me. He will cancel the account and charge the reimbursement fee." I did not reply to this message and at no point gave them authorization to draft my bank account or confirm the cancellation. Finally, regarding the GPS records that reportedly show that they were at my property for 19 minutes, I assume that this includes the time they were in their truck before and after the service along with the time they spent talking to me before and after the service. That doesn't leave much time for performing the actual service. The bottom line is that I never agreed to or was made aware of a cancellation fee prior to giving my verbal agreement.
Rebuttal
On two separate documents the terms of the agreement are outlined. They were gone over with two different individuals from our company. Ms. indicated in her initial response that she understood it was a quarterly agreement and that she was getting a discount off the first service in exchange for that. We are happy to remove the fee in exchange for Ms. completely her contract with us for the terms outlined in the contract. This is our desired outcome.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I was not informed that it was a contract. Being told that you will continue to receive a discounted rate for continuing service does NOT constitute a contract. The documents were not shown to me (see previous information), the sales rep misrepresented what was on the documents, and the service reps only stated that their document was only to verify that they were out. The proposed resolution is unacceptable.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I was not informed that it was a contract. Being told that you will continue to receive a discounted rate for continuing service does NOT constitute a contract. The documents were not shown to me (see previous information), the sales rep misrepresented what was on the documents, and the service reps only stated that their document was only to verify that they were out. The proposed resolution is unacceptable.