Edge Pest Control

Complaint: 11192731
I am rejecting this response because:Once again you are stating that you have no record of a service being set up with the company via your phone records. Yet you are not acknowledging that while you state it be against normal policy I was told by the technician that came out on 12/23 that he would take care of setting up the service. He walked out to his truck to make the necessary phone calls and came back to assure me that he had spoken with his supervisor/manager to have the visit scheduled on 12/26. If I am assured by one of your own employees that his supervisor/manager has everything taken care of and set up why would there be a need for me to call in to your office. Up until that date I had not had an issues with either the business or home accounts. I was very thankfully to the technician for taking the time to speak with his supervisor/manager so quickly and thought they had went above for great customer service. Unfortunately that was not the case and either the technician never really called his supervisor/manager that day or he did and his supervisor/manager did not follow through with what he told the technician to me. If these are company cell phones you would think you could easily look up calls for that day and see if your technician called his supervisor/manager that day. You could also speak with the technician to find out why he told a customer he had spoken to a supervisor/manager if he had not or if he did then look further in to what happened. There is no other reason I would call your office on 12/26 and leave a message about a missed appointment nor for me to call the technician as well that very same day other than to find out why no one had come out. All of this could be done to make sure the customer has not been misled but you insist that this is about the money. I have provided my personal cell phone logs to show I called the technician to find out why I had not gotten service that day as he told me and he said he would have his supervisor/manager call me back. I also admitted that I did see on my bill that their was an incoming call from Edge pest control on Monday 12/28 it just did not register on my actual cell as a missed call. Which I am sure has happened to anyone. I do not see any further follow-ups from Edge pest control after that one attempt. I do thank you for providing me with the screenshots of the declined charges I will be having a conversation with my bank as to why I was not notified or as to why they did not see those when I called in to find out details over a month ago. Lets take the refund off the table because it is not about that this is simple about your technician made a promise that he obviously should not have ( I was not aware of that at the time) which led to one of your customers wasting a whole day during a holiday weekend waiting on someone to come. Instead of acknowledging the error it is obvious you would much rather put the blame on the customer. You keep stating what is in the contract and I acknowledge that it probably is but again I did not know this meant to not rely on the word of the technician who your company sent out. If he assured me he spoke with someone and it was taken care of I had no reason to expect that was not the trust. This is a horrible way to do business. I will be calling in tonight to ensure that I have my services cancelled and schedule it on my calendar to cancel our services for the company in a few months once the contract is up.
Sincerely,
[redacted]

Thank you for your response.  Unfortunately, Edge Pest Control is not willing to make any changes.  The fee that has been paid will not be returned.  Please note that Ms. [redacted] statements are very contradictory. In the original complaint, Ms. [redacted] is very adamant about the lack of service, yet in her rejection states that "maybe" the product was dumped elsewhere.  If the Ms. [redacted] was watching the service specialist so closely she would have noticed if he was simply "dumping" product at her home. As stated previously, all service vehicles and product usage is tracked, specifically tracked with GPS. Our records indicate that the vehicle arrived at 2:12PM MST on 5/20/16 and departed at 3:17PM MST on 5/20/16.  Our records indicate that in that time period the following product was used:-12 units of rodent bait-2lbs of granulation-0.3 gallons of liquid spray on the interior -4 gallons of liquid spray on the exteriorOnce again, it is also noted that the service report indicates that we did indeed treat the attic and the service was signed and accepted by Ms. [redacted].  Based on these facts, we will not be returning the $100 that Ms. [redacted] paid back for the discounts she received.  Attached is the supporting documentation for the GPS arrival and departure times as well as the product usage and areas treat.

Complaint: [redacted]
I am rejecting this response because: They must have our account mixed up with someone else's because I never paid $139.99 as they indicated was our first payment, and I have a credit card statement that shows we paid $129.99 in November and February. Do you want a copy??  I've never sent a check as they indicated in their response either. And, I contacted them in March to cancel our service because we were moving. This reiterates my point that they have unorganized files and untrained employees.  I never received any phone call or voicemail or letter in the mail saying our account was going to collections! We have since moved (last spring)  There is a major error here and they expect me to foot the bill when I paid them for both services we recieved!!  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.Our records indicate that the customer signed up on 7/5/17 at 2:33pm.  A copy of the agreement was emailed immediately after it was signed to the email address that was provided to us ([redacted]).  Note that the agreement clearly outlines that the service term is for 2 years.  Also, note that the service is a quarterly service.  This means that every season Edge will return to treat the customers home and maintain a protective barrier to help keep it pest free.  Note that common sense tells us all that because pests all return in the spring and summer that they do not die in the winter.  If all pests died in the winter we would never have any return in the warmer months.  The colder weather pushes the pests towards the warmth of the interior.  This is why Edge always recommends getting the interior treated at least once a year.  The winter is the perfect time for that.  The following is an article from the National Pest Management Association that shows some of the dangers during the winter and why it is important to treat during those colder months. (https://www.pestworld.org/news-hub/press-releases/winter-weather-draws-cockroac...⇄ Here is another example from the NPMA that also shows the importance of the winter service: https://www.pestworld.org/news-hub/press-releases/wild-winter-weather-...⇄ Note that the NPMA is a non-profit orginazation that helps support the pest management industry's commitment to the protection of public health, food, and property.  Edge strives to provide the best service possible and follows strict schedules recommend by our in ouse entomologists and organizations such as the NPMA.  Edge also sends a welcome video to all customers when they sign up.  This video explains the service schedule and specifically states that we will be coming out in each season.  That video can be seen here: http://edgeservicing.com/welcome-to-edge/ Last, the customer states that he signed up for a year, however, he has not completed a year.  As mentioned above, the customers signed up on 7/5/17 and still has approximately 5-6 months of service remaining even for a one year term.  Cancelling at this time, even with a one year, would result in an early termination fee.  However, as can be seen with the attached agreement, the customer signed up for 2 years.  This includes a total of 9 services (1 initial service and 8 regular quarterly services). At this time we will not be making any changes to the customers agreement terms.  We are more than willing to postpone the payment for the customers January service into February if desired.  As a show of good faith we are also willing to give a $20 discount on the January service.  If customers declines and the account remains closed, the early termination fee would remain.  The account would then be sent to collections and could incur additional fees if not paid. We apologize for any misunderstanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In order to discontinue this unfortunate situation I accept the credit of $120 to our account. However, in my own review and research every invoice and service detail that we received listed grubs on it as a concern. It was not a one time mistake. Additionally, we do in fact have the presence of grubs that we did need treatment for that we did not receive. Which caused our lawn to not improve and to get worse. If it was not for my own research in the chemicals and products used I would still be told that my lawn would improve and that the grubs would be gone if only I would wait an undisclosed amount of time for the product to be effective. I would appreciate a swift credit and resolution to our account. 
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.  We have also reviewed the calls and confirmed that the service was explained properly.  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.  The service agreement also shows a calendar which shows the dates of the services throughout the year.On 3/13/17 [redacted] initially called us to inquire about roach service.  [redacted] spoke with one of our service experts and he explained that with roach service we come out monthly and that because she was referred to us by a current customer of ours, we would be able to discount the service.  The service fees, charges, schedule and cancellation policies were all clearly explained.  On 3/16/17 [redacted] then called to inquire about adding coverage for mice. We have reviewed the phone calls from [redacted] and our service experts and the calls are very clear.  Note that when [redacted] called in to inquire about service for rodents and general pests the service expert stated that because she already has signed up for another service he is able to discount this one.  The service expert mentioned that they would be "bundling" the services, again implying that there would be two services.  At no time was the roach service mentioned in the second call that was made by [redacted]. Note that she simply called in about roach service and roach service was explained to her.  Both phone calls are attached. The very first words from [redacted] was that she wanted to add service for mice.  The service expert then confirmed that she had already signed up for roaches and then stated that we can certainly add service for mice. After finding our more information about the mice activity the service expert explained the service.  He stated that the mice service is slightly different than the roach service and proceeded to explain the service.  He also stated that he would schedule the service at the same time as the roach service.  He also stated that it may even be two separate specialists that come out as they are two separate services. Finally, at the end of the call the service expert explained the cancellation policy and said that the first expert probably already explained the cancellation policy but that the cancellation policy for this service is the same as the roach service.  Again, this implies that there are two separate services.On 5/31/17 both [redacted] and [redacted] spoke with a corporate manager.  They stated that they wanted to cancel the roach service.  Note that because the cancellation policy was explained and even signed for on the service agreement the [redacted] would have had to pay $249.98 to cancel the service as they had only received one service and did still have five remaining services.  The corporate manager told the [redacted] that he did not want to have them pay that but also could not just waive it.  As a compromise he offered to simply transfer the five remaining service from the roach service to the pest service. This does extend the general pest service but does helps the customer but not having to pay the cancellation fee. Note that if the services were cancelled separately or we just cancel the one after the services have been transferred the fee amount is the same.  Transferring the services was agreed to by the [redacted] in a previous call.  If they do not want to transfer the services we are more than willing to reactivate the roach service and continue to do both services.  We can also cancel each service individually if the customer prefers, however, because both calls were extremely clear we would not be able to refund any money. The desired settlement does not make sense as the 2 year quarterly plan was not even the first service set up.  [redacted] initially called for the roach service and agreed to that prior to the quarterly service, therefore, that is not the only service they desired.

Thank you for your feedback.  We would love to address the claims made in this complaint.  As customer indicated, they had called our Edge office on 9/15/17 and set up service to treat the rodents around her home.  The service agreement attached indicates that it was for 12 services...

or approximately 1 years worth of the service.  The customer agreed to $119.99 for the initial service (which is discounted down from $169.99) and $89.99 for each of the on going services. The initial service was later performed on that same day at 4:32pm.  A free service was set up for the customer on 10/6/17 and then the second paid visit was rendered on 10/20/17.  During the 10/20/17 visit the specialist did forget some product behind. Note that the specialist does have a checklist in place through the software used.  Note that with any type of checklist there still is the chance of human error.  Edge recognizes that this was a mistake and that is why we not only compensated the customer for the vet bill but that we also waived the early termination fee. Note that this was not a breach of contract and Edge could still have had the customer pay the full termination fee if desired.  The agreement was signed on 9/15/17 at 4:42pm and immediately emailed to [redacted].  Note that the software used by Edge tracks this information. The software indicates that the email was successfully sent.  Because this is not a manually sent email but rather is an automated email sent through the software it can be detected as spam in some email systems and depending on individual settings.  Note that with Gmail specifically, many customers forget that with recent updates the standard platform is split up into Primary, Social and Promotions sections.  Each section is separate and one would have to toggle between each of these tabs in order to see all emails sent.  Gmail automatically will try and detect where the email should go and place it in the corresponding section.  We apologize if the email was not seen initially. On 10/24/17 the customer spoke with the servicing manager who at that time agreed to compensate the customer for the vet bill in the amount of $357.87 and in his personal log on the account states that he agreed to waive the $89.99 for the service that was performed on 10/20/17 if the customer agreed to continue the service agreement. According to the log from the servicing manager the customer agreed to this as long as future services were provided by a field manager. On 11/14/17 the customer called and at this time stated she did not want to continue as she had lost faith in Edge and our service. The customer spoke with a corporate account manager who then called the servicing manager to confirm the notes that he left about the verbal agreement he had with the customer on 10/24/17 which was that the service charge for the 10/20/17 service would be waived if the customer agreed to stay with us. The corporate account manager called the customer back and let her know that he would waive the early termination fee if the 10/20/17 service was paid for. The manager did not get in touch with the customer therefore sent this in both an email and left a voicemail for the customer. We apologize for any misunderstanding and apologize for the mistake made by the specialist.  We feel like this has been resolved.  Note that the specialist has been reprimanded according to his actions and we feel that by paying the vet bill and letting the customer out of the agreement was more than fair.  If the customer would like to proceed according to the written contract that was signed we can undo the changes that have already been made and required payment for both the early termination fee ($449.95) as well as require payment for the 10/20/17 service as the customer is contractually obligated to do so, however, we feel that waiving the fee and only requiring payment for the 10/20/17 service is more than reasonable. We will assume that payment will be made in full shortly.  If the customer would like us to make the above mentioned changes and pay the early termination fee we ask that she contact our office directly.  We again apologize for any misunderstanding and are glad that the customers pets are children were unharmed.

Initial Business Response /* (1000, 6, 2015/06/17) */
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. As indicated Mr. [redacted] signed up for...

services on [redacted] 28, 2014 with one of our sales representatives. He had signed for one year of services which includes an initial treatment plus four quarterly treatments. The initial service was scheduled and later performed on June 2, 2014 at 10:58am.
The customer had completed 4 out of the 5 services of the initial term when on March 9, 2015 we called Mr. [redacted] to remind him of his upcoming service on March 11, 2015. Mr. [redacted] stated that he no longer wished to continue services. Our customer care specialist let Mr. [redacted] know that he had one more contracted service that would complete his initial term. She then stated that he could call in after that service on March 11, 2015 and we would be able to cancel the account, which Mr. [redacted] responded saying "Okay.". Mr. [redacted] then added instructions for the upcoming service which was later performed on March 11, 2015 at 9:12am.
Attached is the service agreement for Mr. [redacted]. Under the terms and conditions of the service agreement that Mr. [redacted] agreed to on May 28, 2014 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." As Mr. [redacted] had not notified us after his initial term, did not give us 30 days notice, and did not speak with a manager, service was not cancelled and the account remained open. Many times, if a customer contacts us and speaks to a manager even just days prior to the service, we will close the account without making the customer pay. On June 1, 2015 at 11:10am and again at 11:21am Mr. [redacted] was called to be reminded of his upcoming service on June 3, 2015. A message was left on his primary phone number ([redacted]) both times.
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, "Term- this is a 1 year agreement automatically renewable on a quarterly basis." The customer initialed next to this statement. Please see attached service agreement. Three more initials/signatures are also required on all service agreements. The customer initialed next to our option for automatic payment withdrawl. This statement says the following "I Customer Name authorize[redacted] to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until[redacted] 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." 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."
As it was mentioned that he no longer wanted to continue services in the phone call on March 9, 2015 it was also told to Mr. [redacted] that he should call back after that last service as also mentioned in the initial service agreement.
[redacted] did not have to return and retreat multiple times as indicated in the original complaint. Service records indicate that services were performed according to the agreement on 6/2/14, 6/30/14, 9/25/14, 12/17/14, 3/11/15, and 6/3/15. Only once, on 11/5/14, did we return for a free re-service as the customer had called on November 4, 2014 for wasps nests around the eaves of a shed.
As service was provided in full, the service agreement was signed and initialed, and the customer was told on March 9, 2015 that he would need to call after the last service[redacted] cannot waive the balance for the last service that was rendered on June 3, 2015. If the balance is not paid in a timely manner it would be sent to a collections agency for further processing and collection efforts.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO messages were left on my phone. I was out of the country, that is I was in a foreign country, and unable to take any calls or email. Had I been reached I would have contested this service as I had cancelled any future services in march 2015. In fact, they admit the following,"Many times, if a customer contacts us and speaks to a manager even just days prior to the service, we will close the account without making the customer pay." This means they do not strictly hold to article 7 of the agreement.

The purpose of my call in March was to cancel the service, that is very clear. in there response they indicate the following. "Mr. [redacted] stated that he no longer wished to continue services." What else do they need? I was under the impression that I was talking to a manager during this phone call and therefore I satisfied article 7 of the agreement. How am I supposed to know I was not talking to a manager? When the phone call concluded, in my mind there was nothing to cancel in the future because I had just cancelled any future service. Why would they state in their response that I no longer wanted service and then agree to future services? This is nuts. A complete fiction that I agreed to future service.
There response continues, " Under the terms and conditions of the service agreement that Mr. [redacted] agreed to on [redacted] 28, 2014 it states the following,:..... Who is Mr. [redacted]? If they can make a mistake about who signed the agreement, then it follows that they made a mistake about my cancellation in March 2015.
If you review the agreement, my name does not appear in the section authorizing auto payments. That is because not did I not authorize automatic payment for the very reason we are at this point. Furthermore, the salesperson had to get permission for me to not authorize that section and for me to pay with a check, and to have paper invoices sent to me. To date I have received paper invoices for all services EXCEPT the unauthorized service in June 2015.
They continue, "Only once, on 11/5/14, did we return for a free re-service as the customer had called on November 4, 2014 for wasps nests around the eaves of a shed." This is not true. I received repeat service at my residence after the March 2015 treatment for a mouse infestation. Baits were placed at various locations and steel wool was inserted in the suspected entry point. I believe the technician's name is [redacted]. Again, if this company failed to document this in their records, then is stands to reason that they did not, and I would guess intentionally did not properly record my cancellation of services on the March 2015 phone call although they fully admit that I did not want future services. This is a predatory practice, and the very reason NO auto payments were authorized.

On June 19, 2015 this company began automated calls to my residence claiming that my account was 120 past due. This is just 16 days after the unauthorized service was performed. This is harassment.
Yes I received services on June 3, 2015. The service was not wanted, was not authorized, and according to their own response, they were notified in march 2015 that, "Mr. [redacted] stated that he no longer wished to continue services."
As such I do not owe them a dime for this unauthorized serve call.
Final Consumer Response /* (4200, 17, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, it is clear that I cancelled services on or about March 09, 2015. To claim otherwise is a complete fiction. Title seven of the contract does not require repeated phone calls to cancel service. The company admits repeatedly that I called to inform them that I not longer wanted services in march 2015. .
The service provided on June 3, 2015, was not authorized and occurred after my phone call in March of 2015 to cancel.
The company has on four occasions called my residence to inform me that my account is more than 120 past due. This unauthorized service occurred on June 3, 2015. Today is July 17, 2015. This is harassment. It is interesting that they do not even attempt to address this harassment.
This is a dishonest, predatory company.
Final Business Response /* (4000, 19, 2015/07/23) */
Once again, it is very clear that services were not cancelled on March 9, 2015. The phone recording has been provided for verification. The following is quoted directly from that phone conversation after [redacted] requested to cancel.
[redacted] Customer Care: "It looks like you have 1 service left."
[redacted]:"Okay"
[redacted] Customer Care: "So this last service on March 11 will complete the contracted services."
[redacted]: "Okay, alright. Thank you."
[redacted] Customer Care: "So if you just call in after, we can cancel you out."
[redacted]: "Okay"
The conversation clearly shows that the services were not cancelled that that [redacted] would need to call in after his last contracted service to cancel.
Once again, as stated in the service agreement. "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."
[redacted] did not comply with the term above, even after he was told to call in after his last service. [redacted] has paid for his last service as of July 7 and has no other balances. The only reason that[redacted] has this continued communication with [redacted] through the [redacted] is because of his complaint. His account was closed on June 10th and fully paid by July 7th. Future services will not be rendered and there are no balances on his account

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 and any misunderstanding with balances and charges.  Here are the facts.On July 27, 2015 the customer called Edge Pest Control for services....

 Note that they had previously been customers from 2009-2012 under the same terms and conditions as the current service started 7/27/15.   During this call it was explained the price of the service and that the terms would be the exact same as the original service agreement.  At this time the customer provided a credit card and agreed to have us charge the card after each service.  The customer agreed to a 2 year plan of 9 services. On July 29, 2015 we provided the initial service. The customer's card was charged $139.99.The second service is 4 weeks later and was performed on 8/26/15.  When trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed.  No payment was received.  On 8/28/15 when trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed again.On 8/31/15 when trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed again.On 10/29/15 when trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed again.On 10/30/15 when trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed again.On 11/2/15 when trying to run the card the merchant services used by Edge returned with an error "Credit Floor" and the billing failed again.On 11/3/15  we finally received a check for $129.99 that was applied to the 8/26/15 invoice. The third service was 12 weeks after and was performed on 11/14/15. When trying to run the card the merchant services used by Edge returned with an error "Restraint" and the billing failed.  No payment was received.  On 11/16/15 when trying to run the card the merchant services used by Edge returned with an error "Restraint" and the billing failed again.On 11/20/15 when trying to run the card the merchant services used by Edge returned with an error "Restraint" and the billing failed again.On 12/31/15 when trying to run the card the merchant services used by Edge returned with an error "Restraint" and the billing failed again.The fourth service was 12 weeks after and was performed on 2/9/16. Because the customer had not yet paid for the November service we tried running the customers card for both the November service and February service and were able to successfully charge $259.98.  On 3/18/16 the customer spoke with a manager and claimed that she had been out of town and having issues with her banks bill pay system and wanted the charges refunded but that she would pay them shortly thereafter. The manager refunded the 2 payments, taking the customers word that she would be paying us shortly.  No payments were received however. On 5/18/16 the customer spoke to a manager to cancel the account.  The manager was willing to work with the customer and did not have the customer pay for the 5 remaining services that she had originally agreed to in July of 2015 but stated that because service was rendered on 11/14/15 and 2/9/16 that she would still be responsible for these two payments.On 5/26/16 the Edge Billing office sent the following email:Dear [redacted]We would like to take this final opportunity to keep you as a valued customer. It is our policy at Edge Pest Control to retain accounts as aggressively as possible. If anything can be done to keep you as a customer—be it pricing, postponing servicing or improving the quality of the service—we are more than willing to discuss that with you.Your account has been cancelled with a past due balance of $259.98.Please respond via telephone or mail as to how you would like to proceed, either by making an alternative arrangement whereby we can maintain you as a valued customer or by paying unpaid balance and closing your account. If you are unable to pay due to extenuating circumstances, please contact us so we can resolve any issues involved with your situation.If we do not hear from you within 30 days from the date of this letter, we will close your account and send any unpaid balance to a collection agency. If an unpaid balance is sent to a collection agency, it will incur an additional cost of up to 50% of the balance due. However, it is our sincere intent to continue to provide you with a professional and courteous service with a local and personal touch.Thank you,Edge Pest Control On 6/9/16 a similar email as well as phone call was made to the customer letting them know that the balance, along with a 50% collections fee would be sent to a collections agency if no payment was received by 6/23/16.  On 7/6/16 the balance, plus the collections fee, was sent to Cherrington Firm.  Edge is not enforcing any service agreement and only asked for payments for services rendered.  Edge abides by all local laws.  Because the customer had requested the refund of payments, we honored that request.  No changes will be made at this point.  The customer can contact the collections agency for any further information and for making payments.  Attached are the invoices for the 2 services in question.

Complaint: [redacted]
I am rejecting this response because:
Their statement is not accurate, first: as I explained, when contacted by their salesman DID NOT explained they way they are thinking and make me sign without verifying those charges, (I know it is my fault for trusting and not check)the very next day when I received the statement and I became aware I immediately contacted them by Phone, I called back in three different times (have call logs to prove it) and
not a single individual was willing to at least try to understand and listen, their "Auto-Response" is : well, you signed and if you cancel you have to pay $ 200.00, what an unprofessional personnel they have, I did not wanted to cancel to at first, I just wanted for them to honor what I was "verbally" offered but, no one cared, I am attaching some of my latest e-mails, It was not until they were contacted by the Revdex.com when I received an e-mail from them telling me my account cancellation has being submitted but, threatening me about sending me to collection, again, they do not care abut service, all they want is the money, off course I have been rejecting the service, not to give them more excuses to say I owe them something, honestly I did contacted them immediately and quite frankly I don't thing I should be paying for some penalty in a scenario they created, this has been very, very stressful for me and all I want is to get it over.
I like to take this opportunity to thank you in advance for your assistance in resolving this matter,
Respectfully,
[redacted]

Jul 25

I have talked to a few people already about it, I DO NOT want to continue with your
service and I want to cancel it, what is the process I need to follow or who I need to
talk to, to get it cancelled, The service is not making any difference so, I don't want
to continue.
Someone named [redacted] (sorry if misspelled) called me while I was away in a business
trip so, I could not answer but, he did not leave a call back number for me to call either
the phone registered in may caller ID is a 1-866 #.
Please confirm that you guys received this e-mail and send me a confirmation of cancellation
Please, Please let me know if any concerns or if I need to take a different action,
Respectfully,
[redacted].
Jul 25

Thank you for reaching out to our office. We process our emails during [redacted]l business hours and will call you back within 1-2 business days. Our response time may be delayed depending on the volume of emails received. If the matter is urgent, we would encourage you to call our office at ###-###-#### between 7 am and 7 pm so that we can directly address any questions or concerns you may have. Thank you for your continued trust and business. We look forward to taking care of you.
Aug 24 (7 days ago)

Once again, Please DO NOT send anyone to my house, I have requested the cancellation of the service.
[redacted]@edgepestcontrol.com

Aug 26 (5 days ago)
Dear [redacted] And [redacted] ,
We would like to take this final opportunity to keep you as a valued customer. It is our policy at Edge Pest Control to retain accounts as aggressively as possible. If anything can be done to keep you as a customer—be it pricing, postponing servicing or improving the quality of the service—we are more than willing to discuss that with you.
Your account has been cancelled with a past due balance of $199.98.
Please respond via telephone or mail as to how you would like to proceed, either by making an alternative arrangement whereby we can maintain you as a valued customer or by paying unpaid balance and closing your account. If you are unable to pay due to extenuating circumstances, please contact us so we can resolve any issues involved with your situation.
If we do not hear from you within 30 days from the date of this letter, we will close your account and send any unpaid balance to a collection agency. If an unpaid balance is sent to a collection agency, it will incur an additional cost of up to 50% of the balance due. However, it is our sincere intent to continue to provide you with a professional and courteous service with a local and personal touch.
Thank you,
Edge Pest Control
PO BOX 2340
Orem, UT 84059
(801) 569-EDGE (3343)
[redacted]

Aug 26 (5 days ago)



To Whom It May Concern:
I reported the problem the very same date as I receive your paperwork and asked for the
terms offered to be honored, the only response I have for several times I called was, "Well
you signed, you either keep it or pay $ 200.00 dollars cancellation fee", never for once any
individual cared or offered to look into it in order to keep my business, I never received any
service because I rejected it due to the lack of response from several different individuals
I contacted at Edge Pest Control, My recommendation is for someone to get a closer look
at how some of your employees are conducting business, if you really care for your customers;
I do believe that this could get easily fixed from day one but, no one really wanted to so, I honestly
do not think I owed you other that the distress caused, If anyone rally want to talk about it
with the best intention to improve your customers service in the future I am more that willing
to discuss the issue, Just let me know who I need to contact, other wise I like to take this
opportunity the wish you well.
Respectfully,
A disappointed customer.
C.C. B.B.B.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: These comments are false, but I will pay the remaining balance.  My entire point was that Edge has not fulfilled there part of the contract and the comments noted above are flat lies and I will never use EDGE again and have passed to the 7000 residents of Monument what EDGE has done.  This is wrong and to clarify several issues The previous balance from preventative I was not going to pay because they stopped coming to the house and EDGE bought the company based off reported past dues that Preventative reported to EDGE to make the acquisition seem better.  In regards to the pocket gofers and the specialist that came out to my house reported I do not have voles only gofers and EDGE was treating the wrong pest and had done so for a while. The specialist was frustrated with his company and reported this was happening all the time.  I am not a pest specialist, I do not know the difference between Gofers and voles- that is what I rely on the pest team to take care of.  The specialist old me that you can not have gofers and voles, gofers take over the voles.  I don't need my money back. I will just share with everyone I know how bad EDGE is and how wrong this is.  I can't imagine why a customer would claim to not want something that is working.  Obviously, I am doing this because EDGE did not do their job or failed at what they were supposed to do.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This b.usiness prioritizes it's contract above customer satisfaction.  I would never do business with this company again.  I urge the Revdex.com to review the Edge Pest Control A rating.
Sincerely,
[redacted]

I am rejecting this response because: I'm not disputing the fact that I signed. When the rep came to my home he asked, "what problems are you having?" I said we have voles and bees/wasps. He said, "we can definitely take care of that for you. We use a special barrier guard that we spray around your property that kills pheromones of the voles and eliminates their orders. And we treat the source of the bees." I thought wow this sounds great.  Fast forward a year and we are still having voles and bee/wasp problems. Edge claims, "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." The only reason I signed is because you assured me you could take care of my problems (voles and bees/wasps). It's more work on my part to fight this but it is a moral issues. I would not have signed an agreement that did not cover my problems nor would any reasonable person. Why would Edge agree to treat my home if they had no real intentions of taking care of me? The verbal phone calls you have statemented to me multiple times you can't control what my neighbors do and if they use your service or golf course. Hold on! Why did you not tell me that at the time I signed. Had you said that prior I would have not signed! I would have seen your way out of controlling my voles and bees/wasps. I feel tricked by a nice talking sales rep who based on Edge has highly trained sales reps. 
Sincerely,
[redacted]

Thank you for your response.  Based on your quote in the rejection you mention nothing of snakes. Also, note that your information appears to be slightly off and this is understanding.  Note that voles do not leave behind any pheromone, howevers, wasps do.  When building nests wasps will many times return to the exact same location because of the pheromones left behind.  These simple misunderstandings make it clear that the customer simply misunderstood the service coordinator.  Again, pest control is not an exact science and although we wish to be able to put a "bubble" around the customers house to ensure they would never see any pest activity again, this is simply not possible.  Edge, therefore, provides unlimited free re-services and promises to return and retreat any affected areas upon request.  As stated on the service agreement "Edge cannot be responsible for reinvasion of these pests from neighboring properties...".  We are willing to reactivate the account, remove the termination fee and continue the last three services as agreed upon.  The next service is not until November and therefore, we can return for free as needed until that next regular visit, however, the fee will not be waived and nothing refunded.

Thank you for your response.  The service report indicates that we would be continuing but references the schedule.  When new customers sign up the service schedule is not the same as customers who have been with us for an extended period of time.  The note on the service report was to indicate that the schedule would be continuing as we had already been providing service at the home.  However, based on the phone call that has been provided it was very clear that Mr. [redacted] agreed to 9 services.  The second attachment only indicates that we had emailed Mr. [redacted] stating that we would be coming out. As seen in the attachment the email was sent on 7/21/16.  As indicated previously, the account was cancelled on 7/27/16 and the service was not performed.  Again, primarily based on the recorded phone conversation and other facts provided, no changes will be made. We are willing to complete the services that Mr. [redacted] agreed to however, if he refuses he would be required to pay the early termination fee.

Thank you for your response. We know that [redacted] did not sign the agreement but her husband did.  Which he has also acknowledged that he did sign.  No changes will be made to the balance.  The unpaid amount will be sent to a collections agency for further processing on 12/13/16.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding.  First, [redacted] Burkholder is an owner of the Edge Pest Control Chicago Branch. Similar to a franchise Edge Pest Control has Corporate owners and share holders as well...

as local owners.  We admit that there was some confusion when Ms. [redacted] called initially as she had called our corporate care center.  The Customer Care Specialist had stated that [redacted] was not an owner, referring to a corporate owner.  Edge Pest Control was founded in 2008, however, just recently started in the Chicago area in April 2016.  Prior to our door-to-door team arriving we make efforts to register and and pay any registration fees with the state or city for legal solicitation. We did make a mistake and did not think we needed to register for the city of Sandwich, IL, however, a $25 registration fee was required.  [redacted] was approached by the Sandwich Police and initially given a citation, but was not "arrested".  After paying the $25 registration fee the Sandwich Police Dept. dropped the charges for the citation. This can be confirmed with the Sandwich Police Dept. At no time was Ms. [redacted] was not mislead as [redacted] is an owner and was not "arrested" as all charges were dropped. All details of the service as it pertained to the service agreement were explained clearly to Ms. [redacted].   Once again there was no citation as this was dropped by the Sandwich Police.  Edge Pest Control has since paid the $25 registration fee with the city and can continue to solicit in the city.

Thank you for your feedback.  We would love this opportunity to address the customers issues with the terms of the agreement and cancellation process.  The facts provided are pretty close to what actually happened, however, we would like to provide some additional details and facts. On...

8/*1/17 the customer called and let us know that he wanted to push off the service until the end of September as they were doing things on their home. As stated in the complaint, the customer emailed on 9/15/17 stating to cancel service until further notice.  Attached is a copy of the customers service agreement. In Section 1 Article 5 of the agreement it states the following, "After the initial term of the Agreement is completed, the Agreement automatically renews according to the servicing frequency outlined in the Service Schedule. Any notice of cancellation must be given after the initial term has expired, but no less than *0 days prior to the next scheduled regular service.  Notice must be given by speaking with a manager.  If notice is not given *0 days before the next scheduled regular service, the customer is liable for that service and any associated service fees..."  The customer did not give *0 days notice and did not ever speak with a manager.  On 9/25/17 [redacted] called again and when our customer care specialist tried to get him connected to a manager to cancel his service he stated that he was at work and would have to call back. On 9/26/17 a manager called him and sent an email because he had not called back.  In that email it stated that his account would remain open if he does not speak with a manager to close it out. The customer called back on 9/*0/17 after the service had already been started.  Edge is willing to waive the service fee for the 9/*0/17 service if the customer agrees to continue services and reactivate the account. If the account remains closed the customer would be responsible for the 9/*0 service charge since the customer did not cancel according to the terms of the agreement.  The customer did not speak with a manager even when given the opportunity and did not provide *0 days notice.

Complaint: [redacted] I am rejecting this response. Edge needs to go back to the salesman who sold the contract to confirm that MY BACKYARD WAS OFF LIMITS per the contract agreement - the ONLY access granted to my property was OUTSIDE THE FENCE LINE. That was a condition for me to agree to the service. I requested a copy of the contract from the salesman who initiated the sale on June 13, 2017 while he was at my home. He said he was unable to provide me the contract and said it would be emailed to me. I never received an email with the written contractual agreement. There is no way for me to know what article 4 states. Your service man had access to the area of the property that was to be serviced, OUTSIDE the fence line. There was a no trespassing sign on the gate to my yard! Since he was not authorized to service the back yard inside my fence line HE HAD TO OF TRESPASSED in order to leave 2 rodent traps behind the fence. That was in breach of what I agreed to with the salesman. Secondly, I hired EDGE to rid my yard of rodents since you are a pest control company. After 4 months of service I still have a rodent problem. THAT MEANS EDGE DID NOT HOLD UP THEIR END OF THE CONTRACT regardless what was paid or when it was paid. It is for that reason I canceled the contract. Edge failed to deliver the service that I hired them to perform and therefore is in breach of contract – regardless of whether it was verbal or in written form. Edge has trespassed on an unauthorized area of my property AND has not provided the services as promised, therefore they are in violation of the contract. It is for that reason that I not responsible to Edge for any future payments. 
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.   Mr. [redacted] signed up for service on 7/20/16.  He signed up for one year of service which includes 5 treatments.  The 5 treatments consist...

of one initial service and four quarterly services.  The standard price for the initial service is $139.99.  Mr. [redacted] was discounted down to just $79.99.  The stand price for the quarterly services is $129.99.  Mr. [redacted] was discounted down to just $119.99 for each of the four quarterly services.  The first service was performed on 7/21/16 at 5:31pm. Mr. [redacted] states, "The first time the driver cancel aND they billed me and had to call them".  We are very unclear as to what he is referring to based on the lack of details.  Note that Mr. [redacted] received his initial service on 7/21 and was charged on 7/21.  The second service was on 8/18 and Mr. [redacted] was charged on 8/18.  The last service was 11/10 and Mr. [redacted] was charged on 11/10.   In regards to the 11/10 service Mr. [redacted] claims that the specialist was there less than 4 minutes.  This is false.  Note that all servicing vehicles are tracked via GPS.  Attached is the invoice for the service on 11/10.  As shown on the time stamp of the arrival time the specialist was there at 9:04am and departed at 9:17am.  This puts the specialist at Mr. [redacted] home for 13 minutes which is more than enough time to complete the full service.  Based on our recorded calls.  Mr. [redacted] was not even home at the time of service and is relying on information provided to him by his son.   On 11/16 Mr. [redacted] spoke to a manager and he expressed his frustration with the service.  The manager offered to give Mr. [redacted] his next service for free.  As it currently stands there is a credit of $119.99 on Mr. [redacted] account that would be applied to his next service in February.  Based on the details in the recorded calls and through the GPS on the vehicle we believe that the full service was rendered on 11/10/16.  Simply in efforts to make Mr [redacted] happy we provided him with a free service, yet still believe that the full service was rendered.  If Mr. [redacted] would like to discontinue his service he would have to pay 50% of the remaining services as acknowledged in the signed agreement that is attached.  Currently as is stand there are 2 remaining services and discontinuing would be $119.99.  We apologize for any misunderstanding.