Edge Pest Control

Initial Business Response /* (1000, 6, 2015/06/26) */
Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the term length of the agreement and the first quarterly visit.As indicated Ms...

[redacted] signed up for services on May 1, 2015 with one of our sales representatives.She had signed for two years of services which includes an initial treatment plus eight quarterly treatments. There is a total of 5 services the first year and 4 services the following year, for a total of 9 services. The initial service was scheduled and later performed that same day on May 1, 2015 at 7:15pm. Only the exterior of Ms. [redacted]'s home was treated. As one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message:
Hi Customer's name, this is ___with Edge Pest Control, calling to follow up on your initial service and just see how everything went.I hope you were able to watch our welcome video which explains a bit about the service.If not, there is a link to the video in the email you received when you signed up.Your next paid regular service will be 4 weeks after your initial service and is tentatively schedule for Date of Service. This service is critical to breaking the hatching cycle and controlling any persistent pest activity around your home. After that, we will return every 12 weeks to maintain those pest barriers around your home.I also wanted to advise you that it is common to see an increase of pest activity between these two services because our products make the nesting areas inhospitable.If the pest activity does not start to decrease after the second service, we would love to come out and service your home again.The great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if needed. Our phone number is XXX-XXX-XXXX. Thank you for trusting us to take care of you. Have a great day!
On May 8, 2015 at approximately 2:00pm one of our representatives called to follow up and left the above mentioned message.
Prior to that phone call on May 5, 2015 at approximately 11:57pm [redacted] called and let us know that she was still noticing some wasp activity on the front of her home and also needed the interior treated as she was not able to get that done during the initial treatment. As part of the service agreement for [redacted] our EdgeGuard Reservice guarantee states the following, "Edge Pest Control guarantees to return and retreat the problem area(s) of your home between regular services for free, upon request." Our Customer Care Specialist scheduled a free reservice for [redacted] which was performed later that week on May 8, 2015 at approximately 1:00pm.
On June 18, 2015 [redacted] called in asking about a second charge on her account. On this day the company was experiencing some technical difficulties with our servers and were experiencing slowness. Our Customer Care Specialist informed [redacted] of this and that she was not able to pull up [redacted] account due to the slowness and asked that she call back another day. These types of technical difficulties are not ideal for anyone but in our technological world, they do occur periodically.
On June 23, 2015 at approximately 9:15am [redacted] called again. She stated that she was charged again and wanted to know why. Our Customer Care Specialist asked if [redacted] had seen the welcome video that was sent to her, which she acknowledged she had. Our Customer Care Specialist also asked if she had listened to the voice mail following up about the service. [redacted] stated that the follow up call said the service was done but it was not and that she had to call us back to complete the initial service. As stated previously, [redacted] called on May 5 for us to return and retreat her home and the follow up call, with the message mentioned previously was left on May 8, 2015. As [redacted] stated that she wanted to cancel the services, our Customer Care specialist let [redacted] know that she was passed her 3 day right of refusal period and therefore would have to pay the early termination fee. [redacted] stated that she was not told about the 3 day period. The laws surrounding this 3 day period are federal laws, governed directly by each state. As per Oregon's Department of Justice Consumer Protection requirements, consumers have a three day cooling off period to cancel a service agreement [redacted]. The 3 day policy is stated on the signed service agreement. [redacted] was transferred to a manager who again explained the terms of the service agreement. The manager offered to return and retreat any areas for free again if needed, sending a field manager to her home. She declined. He also offered to help with the cost by putting her on a billing plan to split up the payments. She declined.
Attached is the service agreement for Ms. [redacted]. The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performed. As indicated previously, when a customer signs up for services, an email with the agreement and link to a welcome video is sent to the customer. In the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately 1 minute and 10 seconds into the video. We also take numerous steps to make sure that the terms and conditions of the service are clear. The term length of the agreement is very clearly indicated on the first page of the two page service agreement. To ensure that there is no confusion, we require customers to initial once by the term of the agreement, which reads, "This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term." The customer initialed next to this statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I [redacted] authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until Edge Pest Control has received written notice from the authorized parties and has a reasonable opportunity to act on it. I understand this automatic payment will continue to recur for each regular service. I also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occurs. I will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performed. The next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." The early termination fee is not used solely to cover purchased product, as product for a two year agreement is not purchased all upfront. Product is purchased in bulk however. The fee also is used to pay commissions, and cover other business incurred fees. For example, many customers receive discounts on services for signing extending periods of time. If an agreement in cancelled, the fee is used to cover the full price of the service. Also, as performed on May 8, 2015, free reservices are offered to customers who are with us on seasonal treatments. Although these are free to the customers with ongoing services, they do cost money to the company. If a customer cancels, the fees will also be used to cover costs of product and labor for any reservices performed. Finally the customer signs stating that they understand all terms outlined in the agreement. Ms. [redacted] signed and initialed next to all mentioned statements.
After Ms. [redacted] signed up for services, a copy of his service agreement, along with a link to the welcome video [redacted] was sent to the email address he provided to us ([redacted]@yahoo.com). Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understood. We are willing to lower the term of Ms. [redacted]'s agreement to our lowest term of one year and complete three more services. However, if the account remains closed, then the early termination fee will apply, according to the terms of the agreement.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 9, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned the first person who called me and claimed they removed beehives didn't actually do what they claimed they did. I have pictures to show. Also, I got an automated call from your company last week stating that I have a past due. How can I have a past due when I just paid in May and June? Even if you have initial charge, base on quarterly schedule my next payment should be in September.
I am willing to accept the shorter term if you send that in contract form like an amendment to the original one.
Final Business Response /* (4000, 16, 2015/07/16) */
Thank you for your response. That is correct. As we have lowered it to a year, their are 3 remaining services for the year term. As the last service was paid for, no unpaid invoices are due at this time. Please direct all future questions to our office, as you will receive a faster response.
Final Consumer Response /* (2000, 18, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for your review.  We would love to be able to address any concerns that the customer may have with the service and his agreement.  To provide a brief history, the customer signed up with Edge on 10/8/2014 by calling Edge.  At that time the customer let us know that he had an...

issue with mice on both the interior and exterior, as well as spiders in both the basement and throughout the interior.  The first service was scheduled and later performed on 10/11/2014.  The services appeared to be going well as we received minimal contact from the customer until 5/25/2016.  In over a year and a half of service the customer only called for a retreatment once which was performed on 8/3/2015 for some spider activity around the bushes on the exterior of the customers home.  On 5/25/2016 the customer did call and want to discontinue his services.  At this time the customer spoke with a manager who addressed [redacted]'s concerns and offered to lower his quarterly service price from $109.99 down to $99.99 giving him the next service, which was performed on 9/17/2016, completely free of charge if he agreed to stay with Edge for the next year (4 services).  [redacted] agreed to this.  On 6/26/2017 [redacted] called to discontinue his services.  Note that he had completed 3 of the 4 services he agreed to.  Those services were performed on the following dates 9/17/16, 12/10/16, and 3/4/17.  During the call on 6/26/17 a manager spoke to [redacted] and let him know that he had 1 more service remaining on the extension of 4 services.  [redacted] agreed to complete this last service and would cancel after that.  In the recorded call the manager told [redacted] that after the last service is completed in July he would still need to call in and speak with a manager to officially close it out.  [redacted] acknowledged this and said he would do so. On 6/27/17 [redacted] called in to check the status of his account due to some confusion with an email that he was sent.  [redacted] wanted to make sure that he was not signed up for another year and that there was no confusion with the status of his account.  The customer care representative let [redacted] know that the email must have been a mistake and that he has one more service remaining and that would complete his term.  During this call [redacted] rescheduled the last service for 7/17/17.  Later on 7/17/17 [redacted] called and pushed the service to 7/22/17. At no time in any of these calls did [redacted] confirm the cancellation of his service.  Once again, the manager told [redacted] on 6/26/17 that he would need to call after the completion of his last service and discontinue by speaking with a manager.  After 7/17/17 there was no further communication from [redacted].  I have attached all these calls for reference.  Note that Edge always calls our customers prior to performing any services.  On 10/12/17 at 9:13am  we called [redacted] on the primary number on his account [redacted] and left a message letting him know that we would be there to service on 10/14/17.  The agreement specifically states that the customer would need to cancel 30 days prior to the next service or could be responsible for the full service charge.  Records show that the service was completed on 10/14/17, however, as a show of good faith Edge is willing to refund that last service charge even though evidence shows that [redacted] did not cancel his service. Once again, the calls were extremely clear and Mr Bratton agreed to calling back to cancel but did not.  The refund  for $104.99 should be back to the customer within 3-5 business days.

Thank you for your response.  Note that Edge does not provide email reminders and only has phone call reminders.  This is stated in your service agreement that we would be calling prior to service. Note that the customer also has access to our customer portal which shows when upcoming services are scheduled.  In regards to the service technician being familiar with the service, note that typically the same specialist will come to the customers home if the schedule remains as is.  Edge schedules areas of customers to be done at the same time.  This helps our route density.  As mentioned previously the customer continuously refused and moved service.  Note that all specialist are trained to handle any situation and are licensed according to federal laws and regulations.  The software used by Edge allows us to customize the service to the customers home, therefore, any specialist who does the service will know exactly what to do. Unfortunately, if the customer does not allow us, as the experts, to do the service according to the plan that we have established the customer will continue to have the same issues.  No further changes will be made to the customers service.  The customer has 5 services remaining.  If he would like to cancel he would be required to pay the 50% cancellation fee.  Edge is more than willing to return and retreat as needed for persistent activity, however, the regular scheduled services are extremely important to remain as scheduled or the integrity of the service will be compromised.

Complaint: [redacted]
I am rejecting this response because:There was no offer made by Edge Pest control.      The reason I cancelled Edge now is that I had Edge services due on our house in the next two weeks so I had to decide fairly quickly if I was going to continue my agreement with them or cancel.  It just came down to the fact that the reason we signed up with them in the first place was not being met and I was not willing to give them any more money for not providing a tangible service other than the 50% of the services remaining they would require.  Any company that makes you sign a contract to keep you as their customer for a period of time is not worth your time.  Let your work prove you are a worthy business not your contract.  If Egde stood tall and let me out of the contract for their inadequate service on the bees I would have hired them for the next non bee issue I had, but they will never step foot in my house again for a service.  I don't think anyone would feel any differently about that.      As far as training a sales person goes, we have all sat through training seminars and seen some people use the knowledge they have received well and others walk out without the training experience having any affect on them at all.  When Egde pest Control walks up to your door be sure that the salesman puts all of his promises in writing or they will still get 50% of the remainder or you contract when it doesn't work out.  
Sincerely,
[redacted]

Thank you for your response.  Please note that this response is not true.  Note that [redacted] does not typically take customer calls and is located at our corporate [redacted] office and not in [redacted].  We have confirmed with [redacted] that he has never spoken, nor heard of [redacted].  Once again, we are more than willing to take care of the customer once proof has been provided.  This has been the long standing offer as [redacted] has spoken with multiple managers. Please refer to the email references made in the previous response. Unfortunately, no changes will be made until that proof is provided. We apologize for any misunderstanding.

Complaint: [redacted]
I am rejecting this response because: I requested to cancel services on my first call and second call. On my first call I requested to cancel my services  after the representative ask me to keep me in the system I agree to call next year to see how things were going. After receiving and email that services were scheduled for that week I called again to permanently cancel my services.
Sincerely,
[redacted]

Thank you for your response.  We appreciate the photograph.  Please note that it initially gives us the impression that the lawn has not been watered enough.  As mentioned previously, and from the very beginning.  We would love to send out a manager for free to assess the situation, as lawns are very hard to diagnose over the phone.  Mr. [redacted] has refused service multiple times.  The issue has turned into matter of the "contract" as Mr. [redacted] has refused all remedies.  At this point we would again love to send someone out, but if this is refused, the early termination fee would still remain.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began.   The customer reviewed and signed four places on the contract, including the following statements:            I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.          ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement. Mr. [redacted] is incorrect in the details of his complaint.  On January 8, 2015 he called us specifically asking to be part of a "contract" with Edge since Edge was taking care of the previous home owners. Attached is the phone call from that conversation for ease of reference.  During the conversation the service expert clearly states that Mr. [redacted] is not locked in until the service is performed.  This statement also gives clear indication that once the service is performed that he would be "locked in". At no time has Edge ever parked in front of their home.  Edge has serviced 25 other homes on E. [redacted] Dr. and continues to service many of them.  Any vehicles that have been parked near Mr. [redacted] home were most likely servicing a neighbors home.  We apologize for any misunderstanding in that regard.  Please note that the last service we performed was on 4/23/16 and at no time have the [redacted] let us know that our specialist damaged any of their property.  If this is the case, we would have loved to have been informed immediately after the service and not 5 months later.  A this point we would be very skeptical that the damage was done by an Edge representative.  If the customer provides pictures of the damage we would love to investigate and see if we can compensate them in any way.  If not proof is provided no compensation will be made.It appears that the main reason the [redacted] are wanting to discontinue is due to lack of funds.  On 7/12/16 we received a call from them, where this was stated. When trying to explain the service that he had signed up for Mr. [redacted] immediately hung up on us, stating that he would see us in court.  Edge is more than willing to work with customers who are struggling financially.  We can postpone payments or set up billing plans to help in certain situations. Due to the disrespectful behavior from the [redacted] we were not able to go over these options.  Mr. [redacted] thought he took over services for the previous owners, yet that is not true.  The previous owners cancelled their account on 12/20/14 and stated that they would be leaving Edge's contact information to the new owners in case they wanted to sign up.  Again, referencing the call on 1/8/15, Mr. [redacted] called Edge directly to "contract" service. We apologize for any misunderstanding.  Due to the recorded call Edge will not be making any changes.  Mr. [redacted] would be able to continue the 3 remaining services on his account and we would remove the fee, however, if service is not continued the fee would still be owed and would be sent to collections if not paid.

Complaint: [redacted]
I am rejecting this response because: I do not owe the company any fees and once again the company response are false and fictitious, desperate to cover up it's illegal demand and bad business practices.The document (s) I provided clearly shows and proves that the edge pest control had suggested they could continue the service treating on the previous homeowners service contract. Hence proves the only reason why they specifically noted the office instructions section.Edge Pest control came by my house on July 27, 2016 to further harassed us while I was at work, the rep only left when my wife threaten to call the police. That's when they proceeded to send me another email that same afternoon. At this point I am again requesting that edge pest control furnish a copy of the contract they claimed I had signed in four places as per their initial response.I am requesting that edge pest control provide the recorded phone call conversation they had referenced to, that took place on January 8, 2015.I am requesting edge pest control provide the recorded phone call conversation they had referenced to, that took place on July 12, 2016.This company has continue to promote its hidden mission statement of bully and intimidation, by threatening me with collections and forgetting that we still live in a country guided by rules and regulations.If the company so wishes to present the alleged service contract or recorded phone calls, please kindly let me know and I will be happy to attend the session.
Sincerely,
[redacted]

Thank you for sharing the customer concerns with us.  We would like to address the issues raised and resolve any misunderstanding of the service agreement. Attached is the phone call from Ms. [redacted] on 5/6/16 as well as her agreement.  In the agreement it states the following, "After the...

initial contract term is completed, it automatically renews according to the servicing frequency outlined on the front of this agreement. Any notice of cancellation must be given after the initial term has expired, be no less than 30 days prior to the next regular scheduled service and must be done by speaking with a manager. If notice is not given 30 days before the next scheduled service, the customer is liable for that service and any associated service fees."At no time in the call does the customer care representative state that she will be cancelling the account. She also never offered a lower price as indicated in the complaint.  The customer care representative offered a billing plan that would split up the charges. She also stated that Ms [redacted] would need to speak to a manager. On the same day that Ms [redacted] called, the manager, [redacted], called her back four times.  Twice he called the primary number on her account (her home number) and twice he called her cell number.  Attached is a call that was made to her cell, where the manager leaves a message and clearly states that he is calling to get her account taken care of.  Attached are screen shots of the other calls. On 5/10/16, after a couple days of Ms. [redacted] not returning the managers calls, he calls again and leaves a message on her cell phone.  In this message the manager states that her next service is still on schedule for July.We then called Ms. [redacted] to remind her of this service on 7/6/16 at 10:09AM and again at 10:21AM.  Attached is a screen shot of her account showing the time stamps of these automated calls.When we finally spoke to Ms. [redacted] the only resolution was to refund her for the service.  We made it very clear that this was not an option as the account was never cancelled after multiple attempts to call Ms. [redacted].  Although we feel that no error was made on our part as we attempted to call Ms [redacted] multiple times, leaving messages each time, we are willing to refund half of the service charge to cover the costs of the product that was used, taking a hit on the labor, sales commissions, and other costs of the service.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.      We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began.   The customer reviewed and signed four places on the contract, including the following statements:            I.     Term- This is a 2 year agreement automatically renewable on a quarterly basis.  Please initial.____          ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement.The first statement that was directly signed by Mr. [redacted] shows that the service renews after the specified term. On the back of the agreement it explains this further by saying, "After the initial contracted term is completed, it automatically renews according to the servicing frequency (quarterly), outlined on the front of this agreement.  Any notice of cancellation must be given after the initial term has expired, be no less than 30 days prior to the next regular scheduled service and must be done by speaking with a manager.When paying for services in advance a credit is added to the customers account and as a service is performed it deducts from the available credit until gone.  Each service invoice shows the previous balance before the service and the remaining balance after.  Attached is the invoice for service on 1/30/16 and 4/22/16.  Note the 1/30 invoice shows a balance of -$199.98 before the service and then -99.99 after the service (a negative balance indicates a credit).  ON the 4/22/16 service it shows a -99.99 balance prior to the service and a $0.00 balance after.  This service invoice was emailed to the customer on the date of the service.  The gives indication that future services would required payment.Mr. [redacted] states that no notification was given, however, on 7/18/16 Edge called at 10:30am and again at 10:42am reminding him of that upcoming service.[redacted] W. that spoke to Mr. [redacted] is the Corporate Customer Experience manager and the highest individual that could have spoken to him as [redacted] W. reports to the board of directors.We apologize for any misunderstanding with the service automatically renewing.  Because of the confusion we would be willing to cover half of the service that was performed on 7/20/16, and only require a payment of $49.99 which would cover the cost of the products used.

Salesman stated upon signature "the last application is free of charge"  Edge charged me for my last application noted in this complaint.  I was offered a "special" deal from customer service if I stayed with Edge.

Complaint: [redacted]
I am rejecting this response because: Those are not my initials or signatures on the contract. Please provide contract that I signed. I called in and I spoke with [redacted] and was clear about moving. I will not be paying an early termination fee. The time frame the reservice is requested for has already been paid. See wasps attached and I was stung by my eye and was required to seek medical attention. 
Sincerely,
[redacted]

Thank you for your response.  Again, as stated previously, the recorded calls are very clear.  [redacted] originally wanted a one-time service and the service coordinator made it very clear that we do not do one-time services as they are not effective.  Later when [redacted] called us back to actually set up services she asked the service coordinator, "So this is for one year?"  The service coordinator responded by saying that it was.  Based on the time stamps on her account, the service agreement was emailed to her ([redacted]@hotmail.com) at 10:30am on 4/5/16.  Service was later performed at 12:36pm that same day, two hours after the agreement was emailed.  Also, Ms. [redacted] did not ever contact our office in regards to not receiving a copy of her service agreement until a week after the service was performed. Note that in her original call, she obviously did not remember the call as she claimed she was supposed to be receiving a lower price. The calls have been provided and it the pricing is correct as discussed with [redacted] when she initially called us.  Based on these facts, no changes will be made.  We are more than willing to continue the service as agreed upon, however, if [redacted] does not pay the early termination fee, her account will be sent to a collection agency.

Initial Business Response /[redacted]/
We have reached out to Mr. [redacted] and resolved the issue directly with him.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from the Vice...

President of customer relations. He honored my request and put a credit of half the service on my account.

This has been addressed and resolved directly with the customer.  To our knowledge the customer is now happy.

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]

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began. A copy of the contract is included for ease of reference.  The customer reviewed and signed four places on the contract, including the following statements:           I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.         ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement.On the service agreement, beneath the service location, is a section that states the types of pests included in the service agreement.  The following pests are listed:-American Roaches-Black Widow Spiders-Centipedes-Earwigs-Exterior Rodents-Hornets-House Crickets-Household Ants-Indoor Spiders-Indoor Ticks-Mice-Millipedes-Oriental Roaches-Scorpions-Silverfish-Sowbugs/Pillbugs-Wasps-Wolf Spiders-Yellow JacketsFurthermore, the sales representative marked Hornets, Indoor Spiders, Wasps, and Yellow Jackets as the main concern for Mr. [redacted].  On the back of the service agreement it also states the following, "This Agreement does not provide for the control or prevention of termites, powder post beetles, wood borers, carpenter ants, carpenter bees, wood wasps, wood decay fungus, or any other pest not indicated herein."  These statements show that bees are not included as they are not mentioned in the service agreement.  As mentioned by Mr. [redacted], in May 2016 we provided Mr. [redacted] with a free bee service to try a remedy his situation with bees, yet making it very clear to him that this service not part of his regular pest control services and was only being provided to assist him as he was a customer of ours.  Unfortunately, because Mr. [redacted]s bees are located in a pillar on his home we were not able to effectively get rid of the bees.  It has been told to Mr. [redacted] that only by removing the pillar would he be able to fully get rid of the bees.  At this point, Mr. [redacted] has paid the cancellation fee for terminating his service early. We are more than willing to finish the service we agreed upon for the general pest control but will not waive any fees as we did not agree to control his bees.  Edge Pest Control feels that we have gone above and beyond by providing Mr. [redacted] with a free bee service even when this was not required.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement and what pests where included. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began. A copy of the contract is included for ease of reference. The customer reviewed and signed four places on the contract, including the following statements:           i.    Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.         ii.    If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.        iii.    I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement. These statements would have informed the customer of the policies relating to the cancellation or trial period.  There was no fraud in the inducement, as the customer had time and opportunity to review all of the terms, which were clearly set forth in the Agreement. Additionally, a copy of the Agreement was given to the customer on April 30, 2016, immediately after the agreement was signed.  Again note that in the attached agreement Mr. [redacted] signed directly next to the one sentence cancellation policy.  Note that Edge has been in the industry a very long time and most all companies have an early termination fee.  Some of which required you to pay 75% or higher of the remaining contract value.  Edge feels that asking the customer to pay 50% is reasonable.  As mentioned, Mr [redacted] received his first service on 4/30/16.  The invoice for this service is attached. The service was performed by our Branch Manager.  Mr. [redacted] signed stating that he accepted the service and also signed that he had seen the welcome video that we send to all customer or have them watch on the service specialists [redacted].  The welcome video can be found here: http://edgeservicing.com/welcome-to-edge/.  This video explains that pest control is not an exact science nor is it magic.  The first service is designed to flush out any pests that may be nesting on the property and ultimately have them come in contact with the product and die. To help with the potential increase in pest activity and to break the hatching cycle of the pests we return 4 weeks later to start the quarterly services. On 5/6/16 an Edge representative called and left a message following up on the initial service to see how things went and reminded Mr. [redacted] of the welcome video and that there can be an increase in pest activity. The individual also reminded Mr. [redacted] that we do offer free re-services for persistent activity if needed. On 7/21/16 Mr. [redacted] sent an email stating the following, "Please cancel service effective immediately.  I still have spiders all over the place. Cancel all services."  Note that the service agreement states that you must speak with a manager to close the account.  A manager reached out and tried calling Mr. [redacted] immediately and left a message on 7/21/16 at 12:45pm.  Mr. [redacted] returned the call that evening where a manager explained that we do offer reservices for free but do need to have the customer let us know if they are having issues.  He offered to send a field manager to service his home.  Mr. [redacted] said no and that he wanted to cancel.  As the agreement states, the customer would be required to pay 50% of the remaining contract value if they are unable to fulfill the obligation associated with the agreement.  The manager went over this and Mr. [redacted] was upset and began to yell at the manager, eventually saying that he might as well allow us to continue to service his home because he did not pay.  A reservice was set up for 7/26 and later performed that same day.  The agreement does state that the regular services are exterior only, however, not only are reservices mentioned on the service agreement, in the welcome video, and in the follow up call that we give each customer, it is also mentioned on each service agreement where it states, "Most pest issues begin outside.  Our Edge Guard Program was developed to establish a protective barrier, which is maintained on a continual year-round basis.  If needed, please call for free interior servicing at [redacted]). Thank You".  Edge can include the interior at the time of service if it is requested prior to each service, or Edge is willing to return, for free, at a later date and treat the interior if needed.  Because Mr. [redacted] was not home the specialist serviced only the exterior as he should. On 11/11/16 Mr. [redacted] left frustrated email stating that he thought he already cancelled and wondered why we had come to his home on 11/10/16.  Note that in the conversation on 7/21/16 Mr. [redacted] said that he would keep the account open because he did not want to pay the early termination fee. We understand that if Mr. [redacted] moved we serviced someone else's home.  As Mr. [redacted] mentioned we offered to transfer services to his apartment for free to complete the remaining 5 services, We offered to transfer services to a family member or friend within our servicing boundary and finally stated that he would have to pay the fee as the final option if the other two options would not work.  Remember that Mr. [redacted] signed directly next to the cancellation policy that states if for any reason he cannot fulfill the obligation he would have to pay.  The 2 options offered by the manager are not mandatory or standard but simply something the manager offered to help avoid the paying of the fee.  Note that it is the customers responsibility to inform us when they have moved so that we can either cancel the account or potentially transfer service.  Edge understands that a deduction in pay can be stressful, however, Mr [redacted] would still be responsible for the early termination fee if the account is cancelled.  Again, if there were any issues with the service we are more than willing to return and retreat as much as possible to get the pests under control.  At this time we stand by the 3 offers made by [redacted] the manager.

Complaint: [redacted]
I am rejecting this response because the services are subpar and I am not going to accept a "just deal with it" answer.
Sincerely,
[redacted]