Edge Pest Control

Complaint: [redacted]
I am rejecting this response because:We should have to pay for the service received on 7/6, less the $325.00.  I spent time making many calls to Edge and arranging for the window cleaner to come back. Every time I called Edge they made me repeat the problem even though they were looking at a screen with the all of the information right in front of them (terrible customer service). Then after I re-explained everything they would tell me they would have the branch manager call me back. I would wait for a call and if I couldn't answer it would take weeks to actually speak with him. He would never leave his phone number only the call center where I would have to explain everything all over again. When I finally spoke with [redacted], we agreed that my service would be cancelled and that Edge could keep the $190.01 credit on my account. I told him I did not want to spend another minute on this. We agreed. Then I got another bill, then a phone call, email and text with a note that Edge would be at our house for our next service. I immediately called and told "call center" everything AGAIN! This time, no agreement, they said I owed the money to buy out our contract and that was that. That is when I contacted Revdex.com. What is fair is that our contract is cancelled for lack of decent customer service, and Edge can keep the $190.01 credit on our account. On a side note to the Revdex.com, we received a post card at our business with an invitation to the Torch Awards and Edge Pest Control is the major sponsor, would this be a conflict of interest for the Revdex.com and our complaint in general?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Obviously they have no intention to accept or even try to resolve the problem, they keep threating me with sending this to collectioninstead of trying to really listen and come to an agreement but, far from being professional they dare to say that I have a short memory, Really ?wow, that is a good display of their professionalism, I may be wrong but, by law when a phone conversation is recorded you need to be notified of ittheir standard procedure DO NOT tell you the conversation is been recorded so, again they have never contacted me offering a solution but, to threat meI did called as soon as I find out about it by phone and even sent and e-mail with no positive response from anyone I talked to, is like they are trained to do that and then they act like "gotcha" I think this can be just dropped since they did not really provide any service anyway, I do not agree to pay forsomething I did not get ; despite my efforts to get some help from someone on their side I always received noting but, threats, this has been very stressful, I am not used to deal with these kind of companies hungry for money even dishonestly fooling people, I think more people needs to be aware of the way this company operates, maybe even the media needs to get involved and make this public to alert other consumers.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/08/05) */
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 [redacted] signed up for services...

on July 3, 2015 with one of our sales represntatives.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 that same day on July 3, 2015 at 3:14pm. Both the interior and the exterior of [redacted]'s home were 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 July 10th, 2015 at approximately 9:01am one of our representatives called to follow up and give the above mentioned message.
Attached is the service agreement for [redacted]. The service agreement very clearly shows that this was not for 1 service only. A calendar on the service agreement shows multiple payments of 109.99. 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. Also, the customer signed the invoice accepting the initial service and details therein. 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." This statement also indicates that recurring services will be performed. Finally the customer signs stating that they understand all terms outlined in the agreement. [redacted] signed and initialed next to all mentioned statements.
After [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]@gmail.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. Additionally, Edge Pest Control abides by all state and federal laws that require us to provide a right of rescission period of 3 days after signing up. This period allows consumers to review terms of their service agreement and contact the company if anything is not understood fully. Because we want to take care of our customers, Edge Pest Control has already contacted [redacted] and waived all fees for his odd misunderstanding .
Initial Consumer Rebuttal /* (2000, 6, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Termination of my contract is accepted.

Complaint: [redacted]
I am rejecting this response because: I am rejecting the complaint because I did not receive the contract, which was signed by my tenant authorizing payment on my behalf until April 8th after I called to request it. There is nothing wrong with my memory. I was suppose to receive the contract before service was provided.I didn't know there was a termination fee because the contract wasn't presented to me until after the fact and does not contain my signature.  I have a copy of the contract with my tenants signature. 
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.Attached are pictures of the customers CRM account within our system.  Note that multiple emails were sent to the customer with the service agreement (contract) attached.  As per the attachment we sent a copy via email on 7/7/17 and again on 11/27/17.  After the customer claimed that she had not received either copy we then sent a paper copy on 11/29/17. During a call with a manager on 11/27/17 [redacted] claimed that she through the agreement was for 1 year and not the 2 years that the agreement actually says.  This statement by her clearly contradicts her statements as she claims that there was not an agreement at all.  During this call the manager thought it would be fair to ask [redacted] to complete 2 more services which would be the years term and we would close the account with no fee.  [redacted] refused.  At this time we will not be making any changes to the offers that have been previously set forth. We are willing to lower the service agreement down to 1 year, which would require the customer to complete and pay for 2 more services, the first of the two services would need to be completed by the end of January.  If the customer refuses this offer the early termination would need to be paid or the account would be sent to collections and could incur additional fees.

Thank you for sharing your concerns with us.  Note that some of the facts are not accurate and we would love to be able to address them. On 6/2/17 the customer signed up for a 3 year service plan.  The service was rendered later that same day.  The second treatment, as stated in...

the agreement, is performed 4-6 weeks after the initial service to break the hatching cycle of any pests that may be nesting on the property.  This service was performed on 6/30/17.  On 7/5/17 the customer called in since she was having issues with voles.  A free service was set up for 7/7/17.  Upon arrival our service specialist did not find vole activity but did find gopher activity.  Gophers are not included in the customers regular pest control service.  Edge does offer a service for gophers at an additional cost. This was made known to the customer on their service report. On 8/5/17 the customer called in regards to spider activity and wasp activity. A free service was set up for 8/7/17.  Pest control is not an exact science and does take some time.  We offer free re-services because we know that in some situations customer will still see activity and we do not want customers to have to pay for that.  The customer has only had 4 treatments total and not 5 as mentioned in the complaint.  Only two of these are re-services.  One for what the customer thought was voles that ended up being gophers, which we do not treat and the second being for spiders.  We believe that we are still upholding our end of the agreement at this time.  If the customer would like to hear more about our pocket gopher service we are more than willing to have a service expert explain that service and would be able to give the customer a bundled discount since they have our regular service.  For the misunderstanding we are also willing to lower the service agreement to 2 years instead of 3 and have already made those changes.  Note that as we get into the Fall season spiders become more prevalent as it is their breeding season.  Also, many of the pests will be looking to get out of the cold weather and tend to move indoors.  If pests are noticed to be more active or move inside please call our office and we are more than willing to come out and retreat.  The customers next regular service is 9/22/17.  If cancelling the customer would still have to pay the early termination fee.

Complaint: 11130954
I am rejecting this response because:There are statements in the response that speak to me being advised that because I live near open space there was no guarantee they could fix the problem. Quite the contrary - their sales person told me they would take care of the problem within a couple visits. Complete misrepresentation of their abilities. I intent to continue to take this matter up the ladder within their company. 
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 and service.  At the time that the manager spoke to the customer we believed that the service had been completed.  We have recently...

found that the account given by the customer is accurate.  The employee was terminated immediately.  All partial service was performed, we have refunded the full service and apologize for the incident.  We assure the customer that this is not normal practice.  The individuals managers were not aware of these actions at the time of the phone call and trusted that the service was being performed up to Edge standards.  We strive for the highest quality employees that are all background checked, however, we cannot control the actions of our employees.  Again, the employee was terminated upon discovering this and verifying his actions.  The refund should be delivered within 3-5 business days.  Please call our office after 5 business days if you have not yet received it.

Complaint: [redacted]
I am rejecting this response because:  In the last paragraph of the rebuttal they admit that there is a "misunderstanding," and I know that the representative/door-to-door salesman, told me a total charge of $99.99 for the year.  I thought that was probable as we live in a twin home and it was a "deal" they said they were giving to our HOA.  The salesman had my husband, [redacted], sign on an electronic "tablet" type instrument that I did not even see.  He would not accept my form of credit card and asked for a bank card which I had in an office safe and went to get for him.  My husband has dementia, parkinson disease, he suffered a stroke in December 2015, hydrocephalus of the brain,  heart failure and a blood disease, and he had him sign a contract without my knowledge.  [redacted] is either in a recliner or his walker, you can definitely tell he is not capable of making decisions.  He is 84 years old with considerable health issues.  He was taken advantage of while I was not present, and I was taken advantage of by the salesman repeating $99.99 is the cost for a year.  There was NO CONTRACT left at our home by the salesman that we could even read our rights of 3 days to cancel.  We did not have a contract in hand until I asked for one to be sent to me on August 1, 2016 to see what it was and who signed it.  The manager said they sent one to my husband's email.  My husband is unable to use email.  We believe Edge Pest Control took advantage of us and owe us a refund of the second $99.99 they removed from our bank account and, furthermore, cancel the contract they made.  I was unaware of the contract until they removed the second $99.99 from my bank account.  I called the local office to tell them they had made a mistake.   I believe we have been "scammed" and cannot appreciate Edge Pest Control's position in which they refuse to see our position.  We do NOT want them to treat or retreat our home further with their product.  It is my hope that this matter can be settled to our satisfaction without further action.
Sincerely,
Shirley [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We apologize for any misunderstanding in regards to the terms of the agreement.  Attached is the phone call that Ms [redacted] made to us on 3/30/2016.  In the call her identity was established at the beginning of the phone call, when the representative from Edge asked whom he was...

speaking to.  The response was "My name is [redacted]".  The terms of the agreement were very clear that the service agreement was for 5 services with the second service starting just one month after the initial service to break the hatching cycle of the pests.  The agreement was emailed to the customer on that same day, 3/30/16 to the email she provided ([redacted]@hotmail.com)Again, we apologize for any misunderstanding, however, because the term was clear in the attached phone conversation, Ms [redacted] is still liable for the service agreement, as she made the initial contact to Edge Pest Control. Also, on 4/8/16 [redacted] called us saying that the price was different that what was quoted.  As you can hear in the attached phone conversation and on the signed documents, the price is exactly the same as was quoted on 3/30/16.  This leads us to believe that the customer might not be remembering correctly, as it was clearly explained in the phone conversation. If Ms. [redacted] is claiming that she did not agree to this, we would also point out that she did not agree or accept the discounted price.  If Ms. [redacted] pays back the $40 discount that she was given we will gladly come and remove all traps and equipment from her property.  No extended guarantee will be given because it was indicated in the initial phone call that only be doing the seasonal services would we be able to make those guarantees.

Thank you for your response.  Note that we are not blaming the customer at all.  Again, we have offered a free service due to the misunderstanding, however, based on factual information we know that the specialist was not just at the home for 4 minutes as claimed by Mr. [redacted].  GPS location services show our specialist at Mr. [redacted] home from 9:04am to 9:17am.  These are not false claims but proof.  Once again, the next service will be free due to any misunderstanding.  We are more than willing to return and retreat Mr. [redacted] home for free as part of our Edge Guard Re-service Guarantee if he feels the service was not completed.  If he would like to discontinue he would be required to pay 50% of the remaining contract value.

Thank you for your response.  Please note that the original call did not mention the cancellation of the account at all.  Once again, all calls are recorded and we have listened to the calls and provided them to the Revdex.com for reference.  The original call requested that services be pushed out because things were being done to the home.  At no time was cancellation of the account mentioned.  As mentioned, in the 9/25/17 the customer care specialist did state that the customer would have to speak to a manager to which the customer responded that he did not have time and would have to call back later. We apologize for any misunderstanding.

Initial Business Response /[redacted]/
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 May 2, 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 that same day on May 2, 2015 at 2:47pm.
The customer had completed 4 out of the 5 services of the initial term when on February 23, 2015 our service specialist went to Mr. [redacted] home to perform the fifth service but it was refused, stating that they wanted to cancel. On that same day at 12:02pm we called Mr. [redacted] on the primary number on his account t (XXX-XXX-XXXX) and left a voice message stating that we heard he wanted to cancel. In the voice message, we stated that he had 1 more service in his initial term and wanted to get him taken care of. Mr. [redacted] was asked in the voice message to call our office back to get it taken care of.
On February 24, 2015 at approximately 12:11pm we called again and left a voice message stating again that he had 1 service remaining in the initial term and that he needed to call to get that taken care of or there would be an early termination fee as stated in the terms of the agreement.
On February 25, 2015 at approximately 8:59am Mr. [redacted] called our Customer Care Center and asked to schedule his service. Our Customer Care Specialist wanted to get the service done as soon as possible as he saw that Mr. [redacted] was already a little passed [redacted] Mr. [redacted] did not want this and scheduled the service for March 6, 2015. Instructions were added to the service notes for the specialist and service was later performed on that date at approximately 2:42pm.
On May 26, 2015 at approximately 11:30am and again at 11:42 am our automated system called and left messages on the primary number (XXX-XXX-XXXX) reminding Mr. [redacted] of his next service as services had never been cancelled. Cancelling service had never been a topic of discussion to any of our office representatives at this time.
Attached is the service agreement for Mr. [redacted]. Under the terms and conditions of the service agreement that Mr. [redacted] agreed to on May 2, 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. As stated previously, the customer was called on May 26, 2015 two separate times and reminded of the service that was later performed on May 28, 2015.
Edge Pest Control is paperless. Service invoices are not left behind at customers homes as they are emailed immediately upon completion of the service. The only time that any notification is left at a customer's home is if a specific area was asked to be treated and we were unable to access that area.
When the customer called us on June 1, 2015 to discuss his frustration and cancel the account, he was able to speak with a manager who did close the account at that time as the correct process was followed. Unfortunately, as the complete service was rendered, a refund cannot be provided.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The following incident reported above did not happen: The customer had completed 4 out of the 5 services of the initial term when on February 23, 2015 our service specialist went to Mr. Cosbys home to perform the fifth service but it was refused, stating that they wanted to cancel.
I never refused service on-site, I requested service to be cancelled and was told that I had one more application on my contract (which I thought only included 4- not 5). Once I understood this I scheduled the remaining application assuming that my cancellation request would be honored.
One other misrepresentation- the above is the first acknowledgement that I've received that my account is now cancelled. I left my mobile phone number for the manager to use in following-up, but he didn't do that. He instead left a message on my home number voice message indicating that a credit would not be issued- nothing regarding account status.
I'm very disappointed and believe that I've been treated unfairly.
Final Business Response /[redacted]/
Thank you for your response. As Mr. [redacted] indicated, he "requested service to be cancelled". Making this request Mr [redacted] refused the service for February 23, 2015. Up until February 23, 2015 Edge Pest Control had no indication that Mr. [redacted] wanted to cancel services. Once again, as stated previously, on that same day at 12:02pm we called Mr. [redacted] on the primary number on his account t (XXX-XXX-XXXX) and left a voice message stating that we heard he wanted to cancel. In the voice message, we stated that he had 1 more service in his initial term and wanted to get him taken care of. Mr. [redacted] was asked in the voice message to call our office back to get it taken care of.
On February 24, 2015 at approximately 12:11pm we called again and left a voice message stating again that he had 1 service remaining in the initial term and that he needed to call to get that taken care of or there would be an early termination fee as stated in the terms of the agreement.
Once again, on February 25, 2015 at approximately 8:59am Mr. [redacted] called our Customer Care Center and asked to schedule his service. Our Customer Care Specialist wanted to get the service done as soon as possible as he saw that Mr. [redacted] was already a little passed [redacted] Mr. [redacted] did not want this and scheduled the service for March 6, 2015. Instructions were added to the service notes for the specialist and service was later performed on that date at approximately 2:42pm. At this time, cancelling the services was never mentioned. Mr. [redacted] simply called to schedule the service and the customer care specialists did everything that Mr. [redacted] requested at that time. Please see attached phone call from the initial response. Again, please note that the service agreement signed by Mr. [redacted] 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." Mr. [redacted] was called multiple times by a manager to be taken care of in February but never spoke to one directly. Mr. [redacted] acknowledges that he received the voice messages but did not call back to get the account closed out as told to him in the messages. If cancelling the account was of high priority, when calling to schedule the appointment, Mr. [redacted] would have at least confirmed the account would be closed. Again, no mention of cancelling services or closing the account was mentioned when scheduling service for March 6, 2015.
On June 1, 2015 Mr. [redacted] called into our Customer Care Center in regards to his question about service being performed in May. He was connected to a manager to assist him in cancelling the account and seeing if anything could be done regarding the confusion. After discussing with the situation, the manager informed Mr. [redacted] that he would close the account, but would look into the recorded phone calls to see exactly what was said back in February. On June 4, 2015 the manager called Mr. [redacted] back on the primary phone number listed on the account and left a voice message stating that after looking into the phone calls, Mr. [redacted] never spoke with an account manager about closing the account, therefore, charges for the service in May could not be refunded. He stated that if desired he could call back, but since the account was closed, it was not necessary.
Unfortunately, as the complete service was rendered, a refund cannot be provided.

Complaint: [redacted]
I am rejecting this response because: 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.    First, the customer has some the dates mixed up. Note that the customer called us on 5/23/17 at 7:50am, not in March as indicated in the complaint.  I have provided the phone call for reference.  I looked back through my notes and do see the May 23rd date is correct. 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 listened to the phone call and 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 OR RECEIPT OF THE PRODUCT, WHICHEVER IS LATER. The phone call is extremely clear that the service plan was for 9 services, which is two years. The representative states that the basic service plan is 9 services. The customer does agree to this in the phone call. Also in the call the service expert explains that this year we were including the pest control for general insects free of charge.  The customer stated that he had noticed centipedes and always has insects and seemed very appreciative.  In regards to the service specialists, they are extensively trained according to the state requirements.  All are licensed with the state and pass all state exams.  Note that we do allow the service specialist to make the final call on what is needed for each service as he is the one present.  Note that they are professionals.  To the average home owner it might seem that more is better when it comes to traps, bait stations, etc but this is not always the case.  Rodents are extremely smart.  Too many new devices added into their environment can actually do more harm than good. Many times we will introduce new devices slowly so that the rodents can recognize these as a harmless food source.   In some cases we will not set the traps upon the first or even second visit to allow the rodents to consume the bait.  [redacted]This is interesting to me. The specialist failed to mention anything of this sort. In fact, he suggested we put down additional traps ourselves, and went into detail on what snap traps we should purchase since some of the lower cost ones don’t work as well. This is one of several reasons I disagree with the “standards” you say all of your team members have. Maybe this particular specialist was much more proficient in insect control than rodent control. In that case I should have been provided a rodent specialist in the first place. Adding to that failure to provide a service of value, this specialist also pointed out a few of many openings on the outside that could offer access to the inside space. I thought I was purchasing a complete pest control solution. If that was the case, wouldn’t those penetrations need to be filled? Why is that not part of the solution? Per their own statement to me in September of 2017 it is included, but isn’t something they perform until some other time of year. That is absurd! Rodents were actively going in and out of at least two of these penetrations. So I ended up filling 20+ penetrations myself. When I mentioned this to the manager I spoke with in September, he kept repeating “you signed a contract”. That is awful customer service.  This is why I believe I have already compensated them for the level of service I received. If the person representing their company does an incomplete job, how am I responsible for continuing to use their service? THIS is the point of the entire complaint. I can fully admit that I very well could have missed or simply forgot that this was a 2 year contract. I’ve worked with Orkin previously, and they did an outstanding job. Oddly without requiring some contract in order to keep customers. I don’t dispute that I ‘signed a contract”. What I dispute is the early termination “fee” they are charging me after I cancelled service for incompetent work. It’s that simple.  We have only performed two services.  The first service was rendered the same day that the customer called, on May 23, 2017.  The second service was then rendered on June 20, 2017.  It was not until September 11, 2017 when we planned on coming for the 3rd service that the customer expressed dissatisfaction and wanted to cancel the service.  We at this time reminded the customer that we do offer free reservices between regular visits if he is still seeing pest activity but he still wanted to cancel.  This is when we informed the customer that he has 7 services remaining of the 9 that he signed up for. [redacted]That is correct. I knew after the second service I wouldn’t continue using them. As I travel a great deal for work, it wasn’t my top priority to make them aware of that. It wasn’t until I received a call from them to inform me of the upcoming service that I told the specialist not to come. They rescheduled it, and again I asked the specialist not to come. I called their customer service line on 9/18/17 at 8:24 CDT and left a message requesting they not reschedule, and that I’d like to speak with a manager. The customer is currently 147 days past due and will be sent to collections shortly.  We apologize for any misunderstanding but do believe that the service and terms were explained clearly.  Although the customer has not received service in over 8 months we would be willing to reactivate the account and complete the 7 services that he has remaining and still provide our service guarantees. If the account remains closed the balance will be sent to a collections agency and could incur additional fees.  [redacted]Also correct. I do not agree that there is any additional owed, based services rendered. They performed two visits, and they were compensated for both visits. Why would I want to continue ANY service with this organization after this experience? Shame on them! Obviously I was forced to pay the $454.97 “early termination fee” today before it was sent to collections. I was hoping for a better resolution to this.
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. These statements would have informed the customer of the policies relating to the cancellation or trial period. Additionally, a copy of the Agreement was given to the customer on August 19, 2016, immediately after the agreement was signed.The initial service for [redacted] was performed on 8/20/16 at 1:56pm.  During this service the full interior and exterior was treated.  All product usage is tracked as per government regulations.  During this service the specialist used 3 gallons of liquid product on the exterior and .2 gallons on the interior.  He also used 2 pounds of granulation in the lawn and landscape areas.  Note that the granulation is a fine sand-like product that is not always visible to the naked eye.  The specialist did not deweb the home due to failure in his equipment. The product usage is listed on the attached invoice. On 8/22/16 we returned and dewebbed.  Additionally, we used 2.6 pounds of granulation and 3.9 gallons of liquid spray.  This can be noted on the attached invoice.  Pest control is not an exact science.  Note that we encourage all customers to complete a full cycle for best results.  Note that the product used is not affected by the cold weather. Also, spiders do not hibernate or die off in the winter.  In fact, spiders will seek warmth inside during these colder months.  At this time of year Edge always recommends treating the interior of the home.  If all the bugs died in the winter we would not have any bugs in the spring or summer.  Contrary to [redacted] belief Edge's goal is not to get the customer to cancel.  Edge provides a premium service and has a very low attrition rate which is below the industry average.  The service plan that has been established by Edge has been designed to be the most effective for most customers.  We do realize that not every home is the same and that is why we offer unlimited free re-services in between regular visits to treat any problem areas.  Since the service has only begun recently we understand that [redacted] may still have spiders and other pests around her home.  Edge has not been over to treat since 9/17/16.  Again, Edge is more than willing to return and retreat for free upon request.  At this point [redacted] account is cancelled and does have a balance for $141.04.  This balance is the 50% early termination fee that was mentioned above.  If the balance remains unpaid it would be sent to a collections agency for further processing in approximately 30 days.  Note that we would much rather re-activate the account, remove the early termination fee and continue to service [redacted] home.  At any time pest activity persists we are more than willing to return for free to get the activity under control.

Edge Pest Control abides by all solicitation laws and regulations.  The address has been passed on to the door-to-door marketing team who will try to avoid Mr. [redacted] home.

Complaint: [redacted]
I am rejecting this response because: Again, I did not receive the contract until after the services was performed . I was not aware of the early termination fee. A verbal agreement does not constitute a written agreement. I did not sign the contract. My tenant was not authorized to sign the contract on my behalf. I do not want their services. They can send the matter to a collection agency. I refuse to give them one more dime!   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it's not true and incorrect, however I am not the least surprised at Edge Pest Control withholding the truth and declining to take responsibility for it's error and misjudgment. Firstly, No sales rep from this company have ever came to my house nor did I sign any contract with edge pest control, in fact I don't even know what their contract agreement looks like.I have attached the letter the company emailed me which further proves the company intended to continue providing service treatment under the previous owners contract. (see appendices B) Secondly, Edge pest control have continuously refuse to present the so called contract agreement they claimed I signed, the company refusal further proves that no contract ever existed except the contract they had previous homeowners. Mr & Mrs [redacted]. Thirdly, I have also attached an email from edge pest control dated July 21st, 2016 to further prove that they did in fact showed up at my house on July 27th, 2016 to harass us and this was the time the damaged to the gate occurred.(see appendices C)  Fourthly, Appendices B clearly shows and confirmed what the company agent suggested to myself over the phone, that they could continue the service treatment under the previous homeowners ([redacted] & [redacted]) agreement and for me to just notify them whenever I wanted the treatment to stop.  Fifth, Edge pest control should provide a copy of the service contract they claimed I signed. The company are the erring party here, there claims are fictitious and they are trying to bully us into paying for [redacted] and [redacted] service contract.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: We will have to agree to disagree but given the fact that the lawn service never worked at either address and I was told verbally by phone by [redacted] on 8/14/17 that the credit would be issued because the product was not working before ever being asked to provide documentation not to mention I was told by multiple techs that you are having the issue of the product not working for most customers; you might want to consider the consequences of pursuing this. Your reviews and reputation would seem to more important than collecting on this as I am only asking for a portion credit at this point and not requesting a total refund for the service that did not work. It is worth noting that I am a partner in a law office and only going through the Revdex.com as a courtesy to resolve this issue. The choice is yours!
Sincerely,
[redacted]