Edge Pest Control

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because Edge Pest Control failed to adequately address any of the issue/concerns presented in my original complaint nor did their response indicate any sort of resolution to my compliant.  While Edge Pest Control's response states that they have no customer by my name nor have they provided service to me, they continue to send Account Statements and threatening emails claiming I owe them $114.00.  In fact, I received an email from Edge Pest Control on 28 October 2016 at 254pm stating:"Your account has been closed with a balance of $114.00 still owed.  Please give us a call at (303) 935-EDGE (3343) so we can take care of your payment over the phone, or mail your payment made out to Edge Pest Control at: PO Box 2340 Orem, UT 84059.  If no payment is received by November 11, 2016, any remaining balance as well as a 50% collection fee will be sent to a collections agency.  Please give us a call at your earliest convenience to prevent this from happening."Since, as Edge Pest Control states in their response, I am not a customer and they haven't provided any service to me, why would this company feel that I owe them payment and threaten to send me to a collections agency?  Furthermore, their response states they “simply have information that was provided us by Preventive Pest Control when we acquired this business.”  As presented in my original compliant, the information provided by Preventive Pest Control is obviously erroneous, contradictory, not substantiated by actions, and in direct violation of a signed service agreement.  If that is there rational for claiming I owe them payment, I was also “simply provided information by Preventive Pest Control” stating my account was cancelled in good standing, with no outstanding payments due.  Edge Pest Control expecting me (someone who isn’t a customer by their own response) to pay them and threating to impact my credit score based on erroneous information from another company is not acceptable for any reputable, accredited business.  At a minimum, signed service agreements, service records, payment records, and other standard business operating records should be readily available from their acquisition of Preventive Pest Control.  Since their acquisition was completed in September 2016, they should have copies of invoices, statements, or other communications sent from Preventive Pest Control to me requesting payment for the $114 Edge Pest Control is now claiming I owe.  As I have explained to Edge Pest Control on numerous occasions and in my original compliant, their claim that my account wasn’t cancelled and that I have an outstanding balance is not substantiated with requests for payment (statements, mailings, charges to my card), actual service performance for the quarter that they claim they are charging for, and the amounts don’t align with any signed service agreement ($147 in their response versus $114 they claim I owe).                Finally, the Edge Pest Control response further recommends that I file a complaint against Preventive Pest Control since "the remaining balance is from them."  If the remaining balance is from them and since Preventive Pest Control still maintains offices nationwide, why is Edge Pest Control attempting to collect payment from me?  Edge Pest Control is the entity engaging in unacceptable business practices and is responsible for this situation.  They are responsible for addressing this issue and justifying their actions, including incorrect billing and collection practices.         Sincerely, [redacted] 
Sincerely,
[redacted]

Hi, I'm not sure what further information is needed. I've attached the 2nd due email and my 2nd response to Edge terminating me and requesting money when they terminated me for not being able to eliminate the pests in my home that ultimate led to the snake in my house, additionally, I've...

included my response to the manager who terminated me. First time ever by the way and this is after a year of their services. The sales rep assured me they could eliminate the bees/wasps and voles none of which have occurred. The rep sold me on how good the product was they used and it would put a barrier down and eliminate the pheromones that the voles are drawn too and if need be bait stations would be used.

Again we apologize for any misunderstanding which may have occurred relating to the terms of the agreement. As mentioned previously, we do not have any record or indication that the original representative stated that no fee would be assessed.  We stand by the service agreement that again states "If for any reason you are unable to fulfill the obligation associated with the services types included in this agreement, you will be required to pay 50% of the remaining contract value."  In this situation, the reason that they are not able to fulfill the obligation is due to them moving.We point out again that Mr. [redacted] called on multiple occasions, threatening that he would post multiple bad reviews if the cancellation fee was not waived.  He then stated on 6/17/16 that if we would lower the fee to just $90 he would be willing to part ways and not post bad reviews.  The manager that he spoke to offered to have them pay back the discounts that they received on all services rendered.  For example, Ms. [redacted] received a $60 discount on the initial service and a $30 discount on each of the regular services for agreeing to stay with Edge Services for 2 years.  The [redacted] had received 4 regular services and the initial service, making the total discount $180 dollars.  This is not an option that is outlined in the service agreement, but seemed fair since they received the discount for signing for 2 years.  As they are not completing this and were not willing to transfer the services to a family member, friend or neighbor, it seemed only fair.Edge Pest Control stands by this offer.  We apologize for any misunderstanding.  The service agreement has been provided for reference, where the the cancellation policy is clearly signed by Ms. Erin Stark.  We have lowered the fee to $180 to pay back the discounts on the services already rendered and are still willing to transfer the services to someone in our servicing area, however, the fee will not be waived.  We do not accept Mr. [redacted] rejection and stating that if service is not performed in North Dakota that we would be in breach of contract.  No changes will be made.  If the balance is not paid, the full amount will be sent to a collections agency for further processing.

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. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement.  Below is a statement from the sales representative: "When I first spoke to her this summer, I delivered the pitch of what Edge does for our service and outlined the details of the service, answering any questions that arose at the time. At no point did I ever lie to her or attempt to deceive her about the existence of a contract, although she claims that I told her there wasn't one. She also somehow concluded that she could cancel her service at any point and go "month to month" as needed, even though I never told her either of those things. I believe she may have been confused with the policy I told her about after the year contract was over (once the service has automatically renewed). Regardless, she told me that she would have to talk it over with the man of the household, who I presumed to be her husband. I waited 2 days and went back, talking to who I later found out (months later) to be her fiancée. I filled him in on all of the same details I told her, walked him through the service and the full contract, and signed him up. He told me it was fine just to leave it under her name, which I did, assuming they were already married. He gave me all the required information including phone numbers (both his and hers), the email address, billing information, etc. I then read him through the details of the contract, which he deemed agreeable, and he signed." 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. In October 2017 we told the customer that if she provided us with the first and last name of her fiance we would be willing to remove her name and send him to collections as he was the one who signed the agreement.  She stated that they both share bank account information and if we sent him to collections it would still affect her.  Based on this statement we concluded that the customer does not want to be held liable and is simply trying to "get out" of the contract without penalty.  Because the full terms of the service were explained to both [redacted] and her fiance we would still hold her liable. At this point no changes will be made to the amount owed.  The customer has not received service since August 10th, 2017.  We are willing to reactivate the account and continue with the 3 remaining services even though the customer is more than a quarter past due. If the account remains closed, no changes will be made.  We are willing to change the account into her fiances name if the name is provided, however, if not the account will be sent to collections in [redacted]'s name. We apologize for any misunderstanding.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement and what pests where included. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began. A copy of the contract is included for ease of reference.The customer reviewed and signed four places on the contract, including the following statements:           I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.         ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement.At the top of the agreement below the contact information is a section titled "Included With Service Type" that outlines the pests that are included in the service.  Note that snakes nor bees are not listed on the service agreement.  Again, snakes are not guaranteed at all and the service agreement, our welcome video, nor our website mention anything about snakes.  Edge Pest Control does have a bee service but bees are not included in the general pest service that the customer currently has.  Sometimes by treating rodents and insects we can deter the snakes from coming in or around the home, but again, the service does not claim to treat them and there is no indication on the customers service agreement that we were going to be treating snakes.  Also, stated on the agreement is the following term, "Edge Pest Control agrees to return and re-treat any affected areas, but cannot guarantee against re-invasion of these pests from the neighboring properties and cannot be responsible for stings, bites, or illness resulting from these pests.  Pest control is not an exact science and we cannot guarantee, even with the service, that anyone will never see another pest around their home.Edge is more than willing to return and retreat as much as possible to help eradicate the vole issue, however, will not be responsible for the snakes and bees that are not guaranteed under the customers current service. Because the terms of the service were clearly explained and there is no indication of treating for snakes or bees the terms of the agreement would remain.  We can return and retreat for free in between regular visits to help get the voles under control, however, the early termination fee would remain as is if the account remains closed and will be sent to collections if not paid. We apologize for any misunderstanding.

Complaint: [redacted]
I am rejecting this response because: The businesses response is for me to contact the Sandwich Police Department to confirm [redacted] was not "arrested" and that since the charges were dropped and the business is now registered with the town to solicit, they refuse to waive my cancelation fees. Per my previous response, this is a moot point as any action taken to drop charges, pay the violation and register was all completed after my cancelation. Nothing was done prior to my cancellation yet they refused to waive the fees at that time anyway. They also state that this happened in a different city but please note that Sandwich is the next town and is 20min away from my home. The arrest article was shared in a parent safety group for Yorkville which is the city I reside in. Concerned parents and neighbors shared the article and many had been in contact with [redacted] and did not agree with his tactics. The combination of negative feedback and the arrest made me very uneasy to continue business with Edge. My choice to cancel my agreement with them stands and still wish for all extra fees to be waived.
Sincerely,
[redacted]

Thank you for sharing your feedback with us.  We would love to address any concerns with the service and agreement.  Attached is a copy of the customers service agreement for ease of reference. The customer signed up on 6/13/17 and later received their initial service on 6/15/17 at...

3:06pm.  As per the attached agreement the customer agreed to 1 years worth of service which includes one initial service and four quarterly services for a total of five services.  The agreed upon initial price is $89.99+tax ($98.15) and the agreed upon regular quarterly service price is $119.99 +tax ($130.87).  The customer has received 3 services to this point (their initial service, one quarterly service, and one free re-service).  The regular quarterly service was performed on 7/13/17 and the free re-service was performed on 8/18/17.  Note that we have not overcharged the customer at all.  The customer is not on automatic payments, therefore, any payment received/ processed was initiated by the customer.  Our records indicate that on 6/30/17 the customer went to our online customer portal and paid $98.15 via credit card. On 7/17/17 we received check # [redacted] in the amount of $98.15.  Since the customer was service on 7/13 they did have a balance of $130.87, therefore, the check was applied to that last service leaving a balance of $32.72.  On 7/18/17 we received check # [redacted] in the amount of $130.87.  $32.72 was applied to the remaining balance and $98.15 was left on the account as a credit that would be applied to future services. Note that if the customer is paying through an online bill pay system with their bank the check we would be receiving comes from the bank on behalf of the customer.  We are not sure exactly if this is the case with this customer, however, we did receive the aforementioned checks with this customers name and info on them in the amounts mentioned. Any overpaying was due to the customer, not Edge. We apologize for any misunderstanding. Second, Edge records all of its phone calls for quality control.  We have searched through our records and looked at the customers phone number and only see 4 phone calls, not 8 as indicated in the review.  Also, at no time was the customer denied the opportunity to speak with a manager.  On 8/22/17 at 3:21pm the customer spoke with a manager.  The customer would not allow the manager to speak throughout most of the conversation and ended the call by hanging up and stating that she would be contacting her lawyer.  The manager did try and explain in the call the safety of the products used, however, the customer would cut him off.  Note that all service specialists are trained and licensed with the state as to provide the best pest control services possible.  The service specialist was aware of the dogs as this was noted on the agreement.  The product used to treat for rodent activity is very human and pet friendly.  According to the manufacturer a 10lb pet would have to consume 8-16 full blocks of bait before treatment is advised.  We have attached documentation from Bell Labs showing this.  We again apologize for any misunderstanding.  We have refunded $98.15 back to the customers card.  It should be back within 3-5 business days.  Once again this error was due to the customer overpaying.  As a show of good faith we are willing to give the next service to the customer free of charge.  This service is scheduled for 10/5/17.  If the customer would like to discontinue, however, they would be required to pay the 50% early termination fee as outlined in the agreement as there has been no breach of contract.

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 cancellation policy, and for any issues with our sales representative. All...

representatives are highly trained and must pass * series of training tests before being able to represent the company. All representatives are background checked and any misconduct or misrepresentation is taken very seriously. Service agreements are very clear, and specifically ask all customers to sign in multiple locations acknowledging their understanding of the terms.
Please note that the Edge Pest Control operation team prides themselves in being able to perform services on the same day that a customer signs up. This sense of pride and urgency comes because many other companies do take days before being able to perform services.
We have reached out to the customer and have waived the $50 fee for paying back the discounts given to the customer and have scheduled our servicing manager to return to the [redacted] home to take care of anything that might have been missed during the initial service due to lack of light. Customer acknowledged her satisfaction with this resolution.

Initial Business Response /* (1000, 6, 2015/07/13) */
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 areas that are treated. As indicated [redacted] signed up for services on...

the evening of May 11, 2015 with one of our new sales representatives. He had signed for one year of services which includes an initial treatment plus four quarterly treatments, for a total of 5 services. The initial service was scheduled and later performed that next day on May 12, 2015 at 1:10pm. Both the interior and exterior of the home were treated.
On May 18, 2015, [redacted] called and left a voice message that she had noticed some pest activity. One of our Customer Care Specialists called and let her know that it is common to see an increase after the first service and that is why the first quarterly is scheduled 4 weeks after the initial but to call if it gets too bad before then.
On May 19, 2015 at 6:28pm we called [redacted] to follow up on the initial service and see if the service went well. He claimed "I think so,..I wasn't home at the time, but I think it went well" (Please see attached phone call).
On June 22, 2015 [redacted] called letting us know that he was upset because we cannot do the attic. The sales representative was not completely correct in stating that we would do this each time. [redacted] spoke with a manager and we let him know this. We also explained that the attic is not a typical place for pest activity. [redacted] felt like this was deceiving and wanted to cancel his agreement. On that same day [redacted] emailed our executive committee letting them know of his experience.
After reviewing his situation, the executive committee informed the branch manager who is in charge of servicing. The branch manager called on June 25, 2015 leaving a message for [redacted] and speaking with [redacted]. [redacted] stated that it would be best to speak with [redacted]. On June 26, 2015 the branch manager spoke with [redacted] and let him know that we will do the attic for him as he was promised.
On July 10, 2015 our service specialists arrived at the home and treated the attic as desired. Special notes have been added to the account to ensure that we always treat the attic as [redacted] was promised. As we have resolved the concern and have fulfilled the obligation in regards to treating the attic [redacted] would be required to pay the early termination fee if wanting to cancel services.
Attached is the service agreement for [redacted]. The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performed. As indicated previously, when a customer signs up for services, an email with the agreement and link to a welcome video is sent to the customer. In the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately 1 minute and 10 seconds into the video. We also take numerous steps to make sure that the terms and conditions of the service are clear. The term length of the agreement is very clearly indicated on the first page of the two page service agreement. To ensure that there is no confusion, we require customers to initial once by the term of the agreement, which reads, "This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term." The customer initialed next to this statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I [redacted] and [redacted] 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." 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 (http://[redacted]/[redacted]/) was sent to the email address he provided to us ([redacted]@gmail.com). Please note that [redacted] understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understood. The welcome video does not show that we will be treating the attic, however, due to the confusion, we have made the exception and have already informed the Hornbacks that we will treat the attic as requested. Unfortunately, a refund cannot be provided and we will abide by the terms outlined in the service agreement. If they are not able to fulfill the obligation, a 50% early termination fee will be assessed.

Complaint: [redacted]I don't  understand that they don't take any ownership of the problem with this company. they just put it back on the customer  ( me) that is why when I finish with my contract I will never use this company in the future.
I am rejecting this response because:
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 policy.  There was no fraud in the inducement, as the customer had time and opportunity to review all of the terms, which were clearly set forth in the Agreement. Additionally, a copy of the Agreement was given to the customer on July 16, 2016, immediately after the agreement was signed.Additionally, a welcome video is sent out and shown to all customers prior to the service being performed that outlines some of the terms and conditions that are fully outlined in the service agreement.  On the invoice for the intial service we have a box for the customer to sign stating that they saw the welcome video.  Mr. [redacted] signed this box as well. We have attached the invoice which contains this signature for ease of reference. Based on these facts Edge will not be making any changes to the service agreement for Mr. [redacted].  As it currently stands the account remains open with 6 remaining services of the 9 he initially signed up for.  To cancel the service we would ask that he call and speak with a manager in the office.  Cancelling prior to receiving the 6 remaining services would result in the 50% early termination fee outlined above.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding. After speaking the specialist, he stated that upon his initial inspection that grubs and fungus did not appear to be a concern.  These were listed on the service...

report due to a mistake when clicking the options through his iPad, as mentioned in the initial complaint.  Note that the specialist was not lying or did not mean to be deceptive, but rather this was a simple mistake.  The service specialist will do what he feels the lawn needs.  He did not think the lawn needed the fungucide or grubicide. Because of this confusion we are willing to refund one service, however, because this issue is completely unrelated to the mosquito service and the general pest service, no changes will be made with those service types.