Edge Pest Control

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 $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 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 $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 days to cancel We did not have a contract in hand until I asked for one to be sent to me on August 1, 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 $they removed from our bank account and, furthermore, cancel the contract they made I was unaware of the contract until they removed the second $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 ***

Mr [redacted] ,We apologize in your home may have been treated by mistake Please note that all service vehicles are tracked via GPS Can you please provide us with the date that this occured as we would like to look into this further As soon as we have these details we definitely make sure action is taken to ensure this does not happen again in the futureRegards, Edge Pest Control

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

Initial Business Response / [redacted] */ Thank you for sharing your concern with usWe apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the term length of the agreementAs indicated Mr [redacted] signed up for services on May 2, with one of our sales representativesHe had signed for one year of services which includes an initial treatment plus four quarterly treatmentsThe initial service was scheduled and later performed that same day on May 2, at 2:47pm The customer had completed out of the services of the initial term when on February 23, our service specialist went to Mr [redacted] home to perform the fifth service but it was refused, stating that they wanted to cancelOn 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 cancelIn the voice message, we stated that he had more service in his initial term and wanted to get him taken care ofMr [redacted] was asked in the voice message to call our office back to get it taken care of On February 24, at approximately 12:11pm we called again and left a voice message stating again that he had 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, at approximately 8:59am Mr [redacted] called our Customer Care Center and asked to schedule his serviceOur 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, 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, at approximately 11:30am and again at 11: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 cancelledCancelling service had never been a topic of discussion to any of our office representatives at this time Attached is the service agreement for Mr***Under the terms and conditions of the service agreement that Mr [redacted] agreed to on May 2, 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 agreementAny notice of cancellation must be given after the initial term has expired, be no less than days prior to the next regular scheduled service and must be done by speaking with a managerIf notice is not given 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 days notice, and did not speak with a manager, service was not cancelled and the account remained openMany 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 payAs stated previously, the customer was called on May 26, two separate times and reminded of the service that was later performed on May 28, Edge Pest Control is paperlessService invoices are not left behind at customers homes as they are emailed immediately upon completion of the serviceThe 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, 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 followedUnfortunately, 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 out of the services of the initial term when on February 23, our service specialist went to MrCosbys 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 cancelledI left my mobile phone number for the manager to use in following-up, but he didn't do thatHe 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 responseAs Mr [redacted] indicated, he "requested service to be cancelled"Making this request Mr [redacted] refused the service for February 23, Up until February 23, Edge Pest Control had no indication that Mr [redacted] wanted to cancel servicesOnce 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 cancelIn the voice message, we stated that he had more service in his initial term and wanted to get him taken care ofMr [redacted] was asked in the voice message to call our office back to get it taken care of On February 24, at approximately 12:11pm we called again and left a voice message stating again that he had 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, at approximately 8:59am Mr [redacted] called our Customer Care Center and asked to schedule his serviceOur 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, Instructions were added to the service notes for the specialist and service was later performed on that date at approximately 2:42pmAt this time, cancelling the services was never mentionedMr [redacted] simply called to schedule the service and the customer care specialists did everything that Mr [redacted] requested at that timePlease see attached phone call from the initial responseAgain, 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 agreementAny notice of cancellation must be given after the initial term has expired, be no less than days prior to the next regular scheduled service and must be done by speaking with a managerIf notice is not given 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 directlyMr [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 messagesIf cancelling the account was of high priority, when calling to schedule the appointment, Mr [redacted] would have at least confirmed the account would be closedAgain, no mention of cancelling services or closing the account was mentioned when scheduling service for March 6, On June 1, Mr [redacted] called into our Customer Care Center in regards to his question about service being performed in MayHe was connected to a manager to assist him in cancelling the account and seeing if anything could be done regarding the confusionAfter 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 FebruaryOn June 4, 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 refundedHe 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: I'm done Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: Edge Pest Control did not provide a service agreement as they have stated, they are not being untruthful! What I received was an invoice for the service that was completed that day The business practice of harassing a customer for a yearly service that they don't want is disgraceful Any company that has a customer sign and initial things outside in the sun that are not clearly explained on an iPad and don't provide a copy at time of service; except for "Sign Here & Initial Here for today's service" is blackmailI did not receive any service agreement until September 14th, 2016, thirty-five (35) days from August 11, When I called for the 2nd "free treatment" because the wasps infestation got worse not better from the initial visit, and the customer service person advised me that I had three (3) days to cancel the contract for a two (2) year service, that I was the first time that I heard I was in a contract and I point blank asked that person, "How would I know this?" and they said "from the service contract" and I said "what service contract? I didn't receive any service contract?" I didn't want a service agreement I immediately went back through my emails and back through junk emails to see if I received anything additional to the ONLY email I received from Edge on 8/11/which was an invoice for the one (1) day serviceThis business practice is extortion and blackmail.Any reputable company would apologize for my inconvenience and stop the harassment of payment for a service I don't want and did NOT request! Sincerely, [redacted]

Thank you for sharing the customer concerns with usWe 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 signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement and what pests where includedIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing beganA 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 aboveYou 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 serviceThe 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 serviceBecause 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 paidWe apologize for any misunderstanding

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 feeA verbal agreement does not constitute a written agreementI did not sign the contractMy tenant was not authorized to sign the contract on my behalfI do not want their servicesThey can send the matter to a collection agencyI refuse to give them one more dime! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Thank you for sharing your concern with usWe apologize for any misunderstanding which may have occurred relating to human error in the modification of your servicing addressMr [redacted] began services with Edge Pest Control June 13, On September 3, Mr***'s account was cancelled by our billing specialist as his service that was performed on May 19, was now over days past dueOn September 4, Mr [redacted] called and wanted to re-open his account as he had movedThe customer contact address was updated, however, due to human error, the service address was not updatedService was set up and scheduled for Saturday September 5, between the hours of 12pm-4pmService was performed during that time window, however, it was at the wrong locationBecause Mr [redacted] was past due, the system charged his card for the service completed in May as well is this serviceEach service is $109.99, therefore, Mr [redacted] was charged $ On Saturday September 5, at approximately 4:20pm Mr [redacted] called our office and let us know that he was charged and that we did not show up during his time windowIt was explained to him that a human error was made and that we will come out for free to the new location the very next servicing day, September 8, Mr [redacted] spoke with a manager who explained the errors that were made by us and was extremely apologeticFor the inconvenience, a $credit was added to Mr***'s accountAlthough we strive for perfection, we are definitely not perfectMr [redacted] is not paying for the mistake that was madeAlthough his old home was treated on Saturday September 5, and his new home was treated on Tuesday September \8, 2015, Mr [redacted] only paid for one of those services, additionally receiving a $credit Mr [redacted] also spoke with the Vice President of Customer Relations on September 8, where this was also explainedMr [redacted] claimed that he was not satisfied with the service performed that day and another service was set up for Wednesday September 9, to make sure everything was completed as desiredMr [redacted] received multiple services but only paid for oneAgain we apologized for the mistake but let him know that we would not be able to make any other changesAttached are his invoices for the services

Initial Business Response / [redacted] */ Thank you for sharing your concern with usWe 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 representativeAll representatives are highly trained and must pass [redacted] series of training tests before being able to represent the companyAll representatives are background checked and any misconduct or misrepresentation is taken very seriouslyService 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 upThis 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 $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 lightCustomer acknowledged her satisfaction with this resolution

Thank you for sharing the customer concerns with us We would like to address the issues raised and resolve any misunderstanding of the service and conversations Attached is the phone call that Ms [redacted] had with the manager, [redacted] , on 7/16/ Ms [redacted] did a good job of explaining the details of the situation As mentioned, Ms [redacted] was approached by one of our service experts at her home on 7/12/ During this interaction Ms [redacted] agreed to one year of services which includes one initial service and four quarterly services Also, as mentioned, service was later performed on 7/13/at 12:19pm On 7/16/16, as described, Ms [redacted] called and let us know of her experience on the initial service Our Customer Care Specialist offered to return out for a [redacted] services but this was declined The call was passed to [redacted] , the manager, to take care of further As mentioned, [redacted] explained how the service worked and that it can take some time As mentioned, he offered to return for [redacted] and lower the price of her services going forward In the attached phone conversation Ms [redacted] agrees to have service on Wednesday 7/20/and not on 7/19/as indicated in her complaint We understand how she would be frustrated if we came on the wrong day, however, this did not occur The phone call clearly indicates that the service was scheduled for Wednesday Also, [redacted] did state that he would follow up with Ms [redacted] after the service, however, he made no mention of calling her on Friday 7/22/ In his exact words, at the very end of the call, he states, "...and I will call and follow up in weeks after that service.."Attached is also the call from Ms [redacted] that she made to our office on 7/22/ In this call she complains about us coming out on the wrong day (again, this is not true) and explains that because we came on the wrong day that she was not able to show the technician where her issues with wasps were She also states that she was irritated that [redacted] did not call her like he said he would (again, he did not state that he would call her on Friday 7/22/16, but rather stated he would call weeks after the service) Ms [redacted] asked that she be called the next week as she had a lot going on over the weekend [redacted] called on Monday 7/25/ In his voice message he was very unsure of what was going on because he did exactly as he told Ms [redacted] on 7/16/and the only misunderstanding was with her not remembering the details of what exactly she agreed toIn the complaint Ms [redacted] states that [redacted] s only intentions were to keep the account open passed the rescission period It is very apparent that this was not what was intended On 7/26/Ms [redacted] spoke with [redacted] and stated that she wanted to keep her account open but did not want us to come out [redacted] explained that this was not possible The agreement states, "If for any reason you are unable 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." [redacted] felt that because no mistakes were made on our end with the resolution that he gave Ms [redacted] that this fee would still be required to be paid By not allowing us to service her home, Ms [redacted] was not able to fulfill the obligation and in return her account was closed On 7/27/Ms [redacted] called and agreed to re-open the account A service was scheduled for 7/30/to re-service the home, as Ms [redacted] had not been home for the first application that [redacted] had scheduled correctly and her regular service was moved to 8/17/16.As clearly indicated in the complaint Ms [redacted] is frustrated over a misunderstanding that she caused herself We admit that the service expectations could have been set better and differently during the initial interaction, however, since then we have done exactly as we have said we would do At this point, we consider this to be resolved and will continue to service Ms [redacted] home

Thank you for sharing the customer concerns with usWe 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 signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing beganA 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 aboveYou 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 serviceThe 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 AgreementAdditionally, a copy of the Agreement was given to the customer on May 13, 2016, immediately after the agreement was signed.As mentioned previously, the agreement is attached for ease of referenceNote that there is not indication that Mr [redacted] would be paying for all services up frontHe did however, sign authorizing us to withdraw funds as each service is performed, contradictory to his complaint Edge billed according to the service agreement The initial service was on 5/13/ The standard price is $and he was discounted to $ Edge billed Mr [redacted] $on 5/13/ The second service is performed weeks later to break the hatching cycle of the pest nesting and was performed on 6/28/ Note that it is a little further than weeks as we received notice that the [redacted] were in the hosptial and therefore reschedule The regular service charge for all regular service is $but Mr [redacted] was discounted to $ Edge billed Mr [redacted] $on 6/28/according to the service agreement On 6/28/Mr [redacted] called to our office stating that he was confused about the billing and why he was being charged at the time of service Our customer care specialist explained that he was set up on our automatic ez pay option where we would charge the amount of the service after each service is rendered He stated that he thought he had already paid for all service up front The customer care specialist stated that we had no record of that but that we could definitely do that for him To make things easier we refunded the $that had already been charged and then charged Mr [redacted] $ Note that this is a very large discountOur standard process for anyone wanting to pay for services all upfront would be to give them a 5% discountMr [redacted] signed up for services (initial and regular quarterly services) or years The price for the initial, as mentioned previously, was $and the price for the regular quarterly services was $ The full amount for years would be $ When adding the 5% discount the price should have been $ Because of the confusion, Edge agreed to the price of $ This is over a 15% discount.As of 6/28/when Mr [redacted] originally called us to let us know of the issue we have not charged Mr [redacted] for any additional services Once we were made aware of the misunderstanding it was corrected In regards to our Revdex.com rating we are very proud of our 'A' rating and know that the number of complaints is very minimal (less than 1%) compared to our entire customer base and with the number of customer interactions we have on a daily basisWe are more than willing to refund the amount paid and Mr [redacted] can pay service to service like he was originally set up, however, if discontinuing the service Mr [redacted] would be required to pay the 50% early termination fee that he had agreed upon Edge does not feel like any mistakes have been made as the service agreement had no indication of him paying upfront for servicesAgain, once we were made aware of this misunderstanding we made the necessary changes to make it right in his eyesAt this time Mr [redacted] has remaining services The early termination fee would currently be $

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/and set up service to treat the rodents around her home The service agreement attached indicates that it was for services or approximately years worth of the service The customer agreed to $for the initial service (which is discounted down from $169.99) and $for each of the on going servicesThe initial service was later performed on that same day at 4:32pm A free service was set up for the customer on 10/6/and then the second paid visit was rendered on 10/20/ During the 10/20/visit the specialist did forget some product behindNote 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 feeNote 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/at 4:42pm and immediately emailed to [redacted] Note that the software used by Edge tracks this informationThe 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 initiallyOn 10/24/the customer spoke with the servicing manager who at that time agreed to compensate the customer for the vet bill in the amount of $and in his personal log on the account states that he agreed to waive the $for the service that was performed on 10/20/if the customer agreed to continue the service agreementAccording to the log from the servicing manager the customer agreed to this as long as future services were provided by a field managerOn 11/14/the customer called and at this time stated she did not want to continue as she had lost faith in Edge and our serviceThe 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/which was that the service charge for the 10/20/service would be waived if the customer agreed to stay with usThe corporate account manager called the customer back and let her know that he would waive the early termination fee if the 10/20/service was paid forThe manager did not get in touch with the customer therefore sent this in both an email and left a voicemail for the customerWe 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/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/service is more than reasonableWe 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

Complaint: [redacted] I am rejecting this response because: 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 referenceThe customer signed up on 6/13/and later received their initial service on 6/15/at 3:06pm As per the attached agreement the customer agreed to 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 $+tax ($130.87) The customer has received services to this point (their initial service, one quarterly service, and one free re-service) The regular quarterly service was performed on 7/13/and the free re-service was performed on 8/18/ 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/the customer went to our online customer portal and paid $via credit cardOn 7/17/we received check # [redacted] in the amount of $ Since the customer was service on 7/they did have a balance of $130.87, therefore, the check was applied to that last service leaving a balance of $ On 7/18/we received check # [redacted] in the amount of $ $was applied to the remaining balance and $was left on the account as a credit that would be applied to future servicesNote 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 mentionedAny overpaying was due to the customer, not EdgeWe apologize for any misunderstandingSecond, 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 phone calls, not as indicated in the review Also, at no time was the customer denied the opportunity to speak with a manager On 8/22/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-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 $back to the customers card It should be back within 3-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/ 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

Thank you for sharing the customer concerns with usWe 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 signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe 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 aboveYou 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 serviceThe terms and conditions are a part of this agreement.Our records indicate that the customer signed up on 7/5/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 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-co...⇄ 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-drives-pes...⇄ 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/and still has approximately 5-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 years This includes a total of services (initial service and 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 $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 paidWe apologize for any misunderstanding

Final Consumer Response / [redacted] */ Cameron Jacobson EDGE Pest Control Director of Customer Relations ext Has contacted me and has resolved the issue by voiding the bogus contract THANK YOU FOR YOUR HELP! God Bless you

Initial Business Response / [redacted] (1000, 6, 2015/06/26) */ Thank you for sharing your concern with usWe apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the term length of the agreement and the first quarterly visit.As indicated Ms [redacted] signed up for services on May 1, with one of our sales representatives.She had signed for two years of services which includes an initial treatment plus eight quarterly treatmentsThere is a total of services the first year and services the following year, for a total of servicesThe initial service was scheduled and later performed that same day on May 1, at 7:15pmOnly the exterior of Ms [redacted] 's home was treatedAs 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 weeks after your initial service and is tentatively schedule for Date of ServiceThis service is critical to breaking the hatching cycle and controlling any persistent pest activity around your homeAfter that, we will return every 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 neededOur phone number is XXX-XXX-XXXXThank you for trusting us to take care of youHave a great day! On May 8, at approximately 2:00pm one of our representatives called to follow up and left the above mentioned message Prior to that phone call on May 5, at approximately 11:57pm [redacted] called and let us know that she was still noticing some wasp activity on the front of her home and also needed the interior treated as she was not able to get that done during the initial treatmentAs part of the service agreement for [redacted] our EdgeGuard Reservice guarantee states the following, "Edge Pest Control guarantees to return and retreat the problem area(s) of your home between regular services for free, upon request." Our Customer Care Specialist scheduled a free reservice for [redacted] which was performed later that week on May 8, at approximately 1:00pm On June 18, [redacted] called in asking about a second charge on her accountOn this day the company was experiencing some technical difficulties with our servers and were experiencing slownessOur Customer Care Specialist informed [redacted] of this and that she was not able to pull up [redacted] account due to the slowness and asked that she call back another dayThese types of technical difficulties are not ideal for anyone but in our technological world, they do occur periodically On June 23, at approximately 9:15am [redacted] called againShe stated that she was charged again and wanted to know whyOur Customer Care Specialist asked if [redacted] had seen the welcome video that was sent to her, which she acknowledged she hadOur Customer Care Specialist also asked if she had listened to the voice mail following up about the service [redacted] stated that the follow up call said the service was done but it was not and that she had to call us back to complete the initial serviceAs stated previously, [redacted] called on May for us to return and retreat her home and the follow up call, with the message mentioned previously was left on May 8, As [redacted] stated that she wanted to cancel the services, our Customer Care specialist let [redacted] know that she was passed her day right of refusal period and therefore would have to pay the early termination fee [redacted] stated that she was not told about the day periodThe laws surrounding this day period are federal laws, governed directly by each stateAs per Oregon's Department of Justice Consumer Protection requirements, consumers have a three day cooling off period to cancel a service agreement [redacted] The day policy is stated on the signed service agreement [redacted] was transferred to a manager who again explained the terms of the service agreementThe manager offered to return and retreat any areas for free again if needed, sending a field manager to her homeShe declinedHe also offered to help with the cost by putting her on a billing plan to split up the paymentsShe declined Attached is the service agreement for Ms [redacted] The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performedAs indicated previously, when a customer signs up for services, an email with the agreement and link to a welcome video is sent to the customerIn the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately minute and seconds into the videoWe also take numerous steps to make sure that the terms and conditions of the service are clearThe term length of the agreement is very clearly indicated on the first page of the two page service agreementTo 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 statementPlease see attached service agreementIn the same section as the term length is a calendar indicating recurring paymentsThree more initials/signatures are also required on all service agreementsThe customer initial next to our option for automatic payment withdrawlThis statement says the following "I [redacted] authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services providedThis 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 itI understand this automatic payment will continue to recur for each regular serviceI also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occursI will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performedThe next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." The early termination fee is not used solely to cover purchased product, as product for a two year agreement is not purchased all upfrontProduct is purchased in bulk howeverThe fee also is used to pay commissions, and cover other business incurred feesFor example, many customers receive discounts on services for signing extending periods of timeIf an agreement in cancelled, the fee is used to cover the full price of the serviceAlso, as performed on May 8, 2015, free reservices are offered to customers who are with us on seasonal treatmentsAlthough these are free to the customers with ongoing services, they do cost money to the companyIf a customer cancels, the fees will also be used to cover costs of product and labor for any reservices performedFinally the customer signs stating that they understand all terms outlined in the agreementMs [redacted] signed and initialed next to all mentioned statements After Ms [redacted] signed up for services, a copy of his service agreement, along with a link to the welcome video [redacted] was sent to the email address he provided to us ( [redacted] @yahoo.com)Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understoodWe are willing to lower the term of Ms [redacted] 's agreement to our lowest term of one year and complete three more servicesHowever, if the account remains closed, then the early termination fee will apply, according to the terms of the agreement Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned the first person who called me and claimed they removed beehives didn't actually do what they claimed they didI have pictures to showAlso, I got an automated call from your company last week stating that I have a past dueHow can I have a past due when I just paid in May and June? Even if you have initial charge, base on quarterly schedule my next payment should be in September I am willing to accept the shorter term if you send that in contract form like an amendment to the original one Final Business Response / [redacted] (4000, 16, 2015/07/16) */ Thank you for your responseThat is correctAs we have lowered it to a year, their are remaining services for the year termAs the last service was paid for, no unpaid invoices are due at this timePlease direct all future questions to our office, as you will receive a faster response Final Consumer Response / [redacted] (2000, 18, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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