Edge Pest Control

Revdex.com:
I chatted with someone from the company who was very helpful and informativePart of this response is not true -- I made it clear I had not read the agreement in full from the beginning, because I missed where it said "years" instead of "year" as I had discussed with the guy who came to the doorWhat I asked for was a compromise - the salesman was dishonest, and I also failed to fully read the agreement, so my requested compromise was to postpone the service until when the ants come back, in the Spring. I also AM an environmentalist, and volunteerI am a rigid follow and endorser of the environmental working group, so what feels like unnecessary pest control sprays is tough for me. Here I'm also going to make an apology: the guys were rude on the sales teamThey are condescending and patronizingI deeply regret letting that make me so madI seldom flare up, and I didI did absolutely threaten to pull in my family of lawyersI AM a part of a *** group with literally 16,women on it - it's called *** *** *** (check it out), and that's half of what we do, post about companies we like and don't likeAnyway, all that to say - I'm sorryI went in to get my phone checked and witnessed a customer scream profanities at the salesmanWhile this gentleman bordered on harassment and violence and obviously I did not, I deeply regret my behaviorI HATE people making me feel stupid - it's probably my worst trigger, but that's no excuseI am not even sure if the individuals at Pest will read this, but I'm so sorry for being "one of those people".
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We were never told about the one month serviceWe were only told about quarterly service.We were never given any paper form to sign, and we signed on the ipad type of device and I agree that it is my mistake to not read it fully before signing and going with the word of the sales person that there are going to be only services and trusting on the point that we can cancel any timeWe explained on the phone to two people that we are fine with services , with first service performed on July 16th, next should occur after monthsand the person says on the phone that I should have read the document before signingI don't know if you don't call it rude but something else.This is playing with the innocence of people like us. Once again, we are fine with the services (quarterly) told to usWe just don't want this one month service.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Edgpest persists in the belief that the business contract was fully and fairly explained to ***, and that is simply not the case. ***, ** yrs old and his ** year old wife were in the process of cleaning out the house to put it up for sale and move. *** would have never signed the contract if he knew it was for on-going service. *** is clear that he was asked to initial the box to indicate that the service was done well. No one denies that he signed it, but the rep did not shrink the screen so *** could see what he was signing. *** did not request Edgepest, they knocked on the door soliciting business which puts a burden on Edgepest to explain their terms of business. Edgepest's own email acknowledging termination of the contract, did not mention a termination fee. If Edgepest is going to solicit business in senior communities like ***'s they need to be compelled to change their business model to one of complete disclosure not reliant on technology that is unfamiliar to many people over years old.If Edgepest persists in submitting the termination fee to collections, and note that this is a punitive fee, no work product was delivered for this amount of money, we will contact the ** Department of Financial & Professional Regulation, the ** Dept on Aging and the ** Office of Executive Inspector. It is unconscionable that Edgepest would take advantage of very elderly people and that can't be allowed to continue
Sincerely,
*** ***

you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement. We apologize for overspraying the windows Note that the treatment provided by Edge goes above and beyond that of most other
companies Part of the service includes spraying around all entry points, including the doors and windows Overspray can be expected sometimesWe apologize for not setting this expectation correctly We have made appropriate notes on the account so that this does not occur in the future. The service where we sprayed the windows occurred on 7/6/ On 7/16/we were notified by the *** regarding the situationAt that time, one of our customer care specialist had asked that the *** please provide us with pictures of the windows to our branch email so that we could take a lookIt was not until 8/8/that we received an email from the *** stating the following: "Hi Our exterior windows were washed on 7/and Edge sprayed in 7/The pest control was sprayed on the Windows and then the sun baked it inOur window washer had to return to redo our exterior windowsThe invoices are belowWe would like to be reimbursed for the $and we would like to cancel servicePlease call us to discuss. Sincerely,*** *** *** ***
*** *** **
*** *** ***
*** * Once received, these images, along with the email, were sent directly to the Branch Manager to review The Branch Manager did take over a week to get in touch with *** and then did not officially get in touch with her until 9/1/as *** was traveling and they had been leaving messages back and forth Note that the *** told the Branch Manager that the window cleaning was for $325, not $ The price of the service done on 7/6/was $ After the discussion the branch manager stated that he would credit the *** account $due to the trouble with the windows A courtesy, that was not necessarily requiredWith this credit, $was applied to the service, so that they would not have to pay for the service rendered on 7/and the additional $was left as a credit to be used towards future balances Edge believes that what has been offered was more than fair, given the situation Note that the increase in bug activity is common after just a few treatments as the product is an irritant This is stated in our Welcome Video that is sent out to all customers, and that the *** acknowledged they had seen After the initial service all customers are also called so that we can follow up on the initial treatmentA message was left on 6/17/to follow up and the following message was given: "Hi ***, this is *** with Edge Pest Control, calling to follow up on your initial service on 6/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 7/6. This 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 needed.Our phone number is ###-###-#### Thank you for trusting us to take care of you Have a great day!" We have attached this recorded message as well as the service agreement that was signed for ease of reference Edge has not asked that the *** "buy our my two year contract", but simply ask that they pay 50% of the contract value as they agreed when signing up for the service With services remaining the remaining contract value is $ We have applied the credit to that fee and therefore the *** only owe $ At this time Edge will not be making any further changes to the *** account We would love to continue servicing as agreed upon and will pay close attention to not overspray the windows We would also love for the *** to utilize free re-servicing between visits as needed to control any persistent pest activityIf the account remains closed, the balance would remain and if not paid would be sent to a collections agency for further processing We would like to avoid this at all costs, if possible

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.As mentioned, Ms*** signed up for services on 3/28/ Ms*** signed up for year of services which includes an initial
service plus four regular services Ms*** mentioned that her agreement only shows services, however, this is not correct In the 'Servicing Schedule' of her agreement it separate the service into two sections (Initial Service and Regular Services) In the 'Initial Service' section it shows the date of the first service being 3/29/ For the regular services it shows other services being performed in the months of April, July, October and January. Attached is a phone call that our account manager made to Ms*** on 3/29/ During this conversation Ms *** asked about the product being used in rain and snow because on that day it was snowing (not raining as mentioned) The account manager explained that the product is micro-encapsulated to provide better results and the rain and snow would not affect the product Also, when signing up for services, all Edge Pest Control customers receive a copy of their signed agreement along with a link to a video that explains more about the serviceHere is that link: http://www.edgepestcontrol.com/welcome-to-edge/Attached is a copy of the service invoice for the first service performed on 3/29/ On that service invoice, Ms *** signed stating she accepted that service, including the price which was directly to the left of her signature Also, she signed stating that she viewed the welcome video In that video it also explains that Edge Pest Control will perform services in every season It also clearly explains the servicing schedule that is mentioned in the Servicing Schedule section of the agreement. Edge Pest Control does guarantee to control all general pest activity around the customers home However, pest control is not an exact science As part of our guarantees, Edge Pest Control promises to return and retreat any affected areas upon request At no time did Ms *** request to retreatDue to the lack of phone calls from Ms*** we were under the assumption that all was well. On 7/22/Ms*** called to discontinue and spoke with a manager The manager offered to return and retreat but she refused Edge Pest Control still is willing to return and retreat for free We would be willing to push the service that was supposed to be done in July back to September and return as much as needed to get her issues under control If Ms*** is not willing to allow Edge Pest Control to return, she would be required to pay the 50% early termination fee that she agreed to pay on 3/29/when initially signing up for services

Complaint: ***
I am rejecting this response because:If the salesperson hadn't lied about the contract cancellation fee if we moved away and couldn't transfer the service, we would have put this in our listing agreement when we sold our house, requiring the buyer to continue the contract, but was not offered that option at the time the contract was signed on 7/21/My last offer was to refer Edge to the new home owner's which I have done and I would be willing to pay $I paid that yesterday (07/06/16), but it shows a remaining balance of $which I refuse to pay since Edge is being unreasonable
Sincerely,
*** ***

They were supposed to spray the front and back yard with their pest control substance as well other forms of pest control (i.elawn granules)The technician didn't even go to the back yardHe only sprayed the front by the houseDidn't touch the front yard either

Initial Business Response /* *** ** *** */
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*** signed up for
services on May 12, with one of our sales represntatives.He 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 yearThe initial service was scheduled and later performed that same day on May 12, at 1:40pmBoth the interior and the exterior of MrBartussek's home were 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 wentI hope you were able to watch our welcome video which explains a bit about the serviceIf 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 inhospitableIf the pest activity does not start to decrease after the second service, we would love to come out and service your home againThe great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if needed
Our phone number is XXX-XXX-XXXXThank you for trusting us to take care of youHave a great day!
On May 19, at approximately 6:40pm one of our representatives called to follow up and give the above mentioned messageAt this time, Mr *** indicated that he thought it was a one-time serviceAs stated in the original response, Mr*** was was told that a manager would call the following day
On May 20, at approximately 1:45pm, an account manager called to Mr***The manager reviewed the terms of the agreement, the service invoice and all other account details with Mr***He was told that he could continue with the service, transfer services to a friend/neighbor or he would have to pay the early termination feeCustomer stated that he would take matters to his lawyer and to just close the accountAttached is the service agreement for Mr***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 performedAlso, the customer is to sign it two spots on the invoiceThe first indicates that the service and information on the invoice is accepted by the customer and the second is acknowledgment that they have viewed our welcome video which further explains the serviceThe customer signed accepting and acknowledging bothIn 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 *** *** 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." This statement also indicates that recurring services will be performedFinally the customer signs stating that they understand all terms outlined in the agreementMr*** signed and initialed next to all mentioned statements
After Mr*** signed up for services, a copy of his service agreement, along with a link to the welcome video (http://www.edgepestcontrol.com/welcome-to-edge/) was sent to the email address he provided to us (***@gmail.com)Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understoodAdditionally, Edge Pest Control abides by all state and federal laws that require us to provide a right of rescission period of days after signing upThis period allows consumers to review terms of their service agreement and contact the company if anything is not understood fullyWe are more than willing to work with the customer to ensure that the service they receive is the best available We are willing to lower the term of MrBartuseks agreement to our lowest term of one year and complete four more servicesHowever, if the account remains closed, then the early termination fee will apply, according to the terms of the agreement which the customer signed and indicated that he understood both at the time of signing and afterwards

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. On 7/8/Mr*** called and requested to cancel due to some frustration with pest activity The customer care specialist let him know that we could take care of it on his upcoming visit be he refused The customer care specialist let him know that he would connect him with a manager to get the account closed out, however, Mr*** hung up In the agreement it states the following, "After the initial term of the Agreement is completed, the Agreement automatically renews according to the servicing frequency outlined in the Service Schedule Any notice of cancellation must be given after the initial term has expired, but no less than days prior to the next scheduled service Notice must be given by speaking with a manager If notice is not given days before the next scheduled regular service, the Customer is liable for that service and any associated service fees..."The service prior to the service on 7/was on 4/7/ The next service would have been on 6/30, however, that service was refused Because Mr*** did not request to cancel days prior to the next service he would have still had to pay for the service charges A manager left messages for Mr*** on 7/11, and 7/and put Mr*** back on schedule for 7/as he had not spoken to the manager to discontinue the service This gave Mr*** approximately weeks to call the manager back, which he did not Mr*** finally called back on 8/and spoke with the manager The manager did not state that the service was for hours, but simply stated that the service invoice showed the time of hours We have since looked into this and this was due to bad reception on the service specialists device We found that the service was rendered in approximately minutes, as the back gate was locked A card was left at the home stating this so that Mr*** could call and reschedule a free re-service to get the backyardThe product usage listed on the original service report is correct Four gallons of the liquid product was used and one pound of granulation was used in the lawn/landscape areas The manager offered to return for free to complete this service, however, Mr*** refused Once again, because Mr*** did not request to cancel days prior to the service, as outlined in the service agreement, we will not be adjusting the price of the service, but are still willing to return and complete the backyard at a time convenient for Mr*** when the gate can be unlocked and the back accessible

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.The customer signed in places, mentioned above, as well as more times on the invoice, for a total of signatures (full signatures and initials) Note that the software used by Edge is one of the most advanced in the industry This software is designed to track a lot of information so that the customer and Edge both benefitBased on the time stamp from the software the service agreement was generated and created by the representative at 5:41pm on 6/17/ The agreement was signed at 5:45pm on the same dayWe wanted to point out that the customer mentioned the dates being in July but they were actually in JuneNote that the customer signature is the same in each of the signed areas The software does not allow a service to be rendered without all of the signaturesThe welcome video mentioned by the customer can be seen here: *** This video clearly indicates that the service is an ongoing quarterly service. We apologize for any misunderstanding We have verified with the representative that everything was explained clearly and have verified through our IT department that the time stamps from the software are correct We have even tracked the IP address of where the agreement was signed and tracked this to the customers homeWe have spoken with the customer and have worked out a plan to pay the early termination fee as this will not be waived based on the factsWe have attached the service agreement and invoice for ease of reference

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.These statements would have made it clear to the customer the length and terms of the agreementOnce again a copy of the agreement has been provided for ease of reference. The customer signed up for service on 7/15/at 3:40pm. At that time a copy of the signed agreement was immediately sent to the customers emails so that they could review, if necessary, and for their personal recordsNote that with this email is a link to a Welcome Video. This video explains more about the services so that if there was any confusion the customer would have some clarity. That video can be seen here: http://edgeservicing.com/welcome-to-edge/ We would like to also clarify the terms of the agreement as there does appear to be some confusion. Note that the renewal policy states the following, "After the initial term of the Agreement is completed, the Agreement automatically renews according to the servicing frequency outlined in the Service Schedule..." The agreement does not auto renew for a whole nother year but rather renews on a quarterly basis. To make a comparison, this is similar to a cell phone plan. All cell phone plans automatically renew. Typically with cell phone plans you will sign up for a period of 1-years and then the service agreement renews month to month. This is because the billing frequency is monthly. This is the same with Edge. The billing/service frequency is quarterly, therefore, after the initial term is completed it renews quarter to quarter. Unfortunately, we cannot post date cancellations. The customer will need to call and speak with a manager after the last service. This is also explained in the terms of the agreement, "...Any notice of cancellation must be given after the initial term has expired, but no less than days prior to the next scheduled regular service. Notice must be given by speaking with a manager..." Many companies require a signed document sent in the mail requesting cancellation, however, Edge simply requests a phone call with a manager. A manager will then verify some information for security purposes to make sure that it is indeed the account holder making the request. If the customer is moving we are more than willing to transfer the services to the new home completely free of charge. Many companies will require a start up fee at the new home, however, Edge does not do this. Edge will provide a free service at the new home to break the hatching cycle of pests. This is done with all new customer, however, is a paid service with a new customer. When transferring services to a new location for a current customer Edge will provide this free of charge. Depending on the circumstances we can either provide the initial service at the new home for free or the week service. If a customer is moving out of the service area the standard cancellation policy would apply. The customer would be required to pay 50% of the remaining contract value. Note that *** currently has service remaining and the early termination fee would only be $52.50. Note that the cancellation fee is mainly used for operational efficienciesAn agreement is both ways between a customer and businessNote that when a customer agrees to be with Edge for a period of year many operational efficiencies are taken into consideration such as purchasing product, staffing the office, staffing servicing specialists, vehicles, routes, etc. When a customer does not complete their agreement Edge uses that money to compensate for the loss in efficiency. Currently the customers last service is scheduled for 4/23/18. The service would not renew until weeks from that date approximately on 7/16/18. The customer would have approximately months to call and discontinue the services. Edge feels like this is ample time to make the request to discontinue. Once again the agreement does not renew for an entire year, therefore, if the customer failed to discontinue at that time there would be no early termination fee and the customer would then have an additional weeks to discontinue before the next service is rendered. We apologize for any misunderstanding. Edge tries to make its agreements and the process as clear as possible. Note that on the agreement we have the customer specifically sign for both the cancellation policy and the auto renewal policy. Once again, we also provide customers with a video that further explains the service. At this time we will not be making any changes to the service agreementThe customer is more than willing to call and request a manager if there are any further questions

Thank you for your response. We have provided the call from 11/27/where *** clearly states that she thought it was for quarterly services (year). Note that in this call the customer also admits to signing with the sales rep. Note that the sales rep present the agreement to be signed while the technician present the invoice to be signed once service has been renderedAlso, note that the signature on the agreement was collected by a different individual that collected a signature on the invoice for the service being performed. The signatures are identical and would be very difficult for two different individuals to "forge" without seeing the other signature. We apologize if any emails were not received, however, the screenshots provided are proof that we did actually click the button to email the agreement to the customer. The stamp is not a man made log but rather from the CRM. When an action is completed, the CRM timestamps that action in the customers logs or account history. Once again, note that the first email was sent on 7/7/at 3:14pm. Note that this was immediately after the agreement was signed and minutes prior to the service being rendered and prior to the right of rescission period startingAs mentioned in the original response, as a show of good faith, we are willing to lower the agreement to a one year which would only require the customer to complete and pay for more services which once again would align with what the customer thought the original agreement was

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 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 June 20, 2016, immediately after the agreement was signed.We would also like to clarify a few things as there are some discrepancies in Mr*** complaint Mr*** received his first service on 6/20/In his complaint he states "I immediately addressed the issue by calling them and explained the issue..." This did not occur On 6/28/a customer care representative called and left a message that stated the following:Hi*** and ***, 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 July 18th. This 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 needed.Our phone number is 801-569- Thank you for trusting us to take care of you Have a great day! It was not until 7/18/that he called us back and let us know that he thought the price was incorrect At this point we explained that the initial service was 79.99, however, the quarterly service is $ On the service agreement, which is attached, is shows $mentioned in different locations, while it only mentions in two locations (Total and subtotal for the initial service) The agreement also has a calendar that shows multiple charges of $99.99.As mentioned in the message that is above, the increase in pest activity is ***l, as the product is an irritant and does drive them from their nesting areas to get them in contact with the product Mr*** has no refused service multiple times, which is also a reason why he would have an increase in pest activity As part of the service agreement Mr*** is entitled to unlimited free re-services in between the regular visits At this time he is due for a regular visit If the pest activity continues, we are more than willing to return for free, upon request.At this time, based on the facts above, no changes will be made Currently, Mr*** account remains open and on schedule for 8/26/ This is the service that should have been done on 7/18/ If he wishes to discontinue, we can cancel the account, however, this would incur an early termination fee of 50% of the contract value which at this time would be $

Thank you for your review. We would love to address your concerns and make sure you are taken care of. Edge makes sure that their representatives are extensively trained so that they can present the service and terms of the agreement in way that is most beneficial to the customer.
Obviously any misrepresentation is not ideal for Edge or the customer. Note that Edge also understands that there can be misunderstanding even when something is explained perfectlyBecause of that, Edge provides customers with multiple items of information to make sure the customer understands. First, the agreement/contract is presented in a way that is in clear language and easy to understand: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.Again, Edge has customers sign specifically for the cancellation policy as we know this is very important for the customers to understand. *** signed specifically for this. Next, Edge sends all customers a welcome video that explains more about the service itself. That video can be seen here (http://edgeservicing.com/welcome-to-edge/). In this video it specifically states "Edge does not offer a one time service". This video also goes in depth over the servicing schedule. Based on this information and after speaking with the sales representative it has been determined that everything was explained clearly and correctly to the customer. During a conversation with a manager in the corporate office on 8/the customer told us that he wanted the technician to eat the product in front of him. The technician obviously declined as the product is still a chemical and when consumed can be harmful. Note that the department of Agriculture does state that the product is family and pet friendly and is less toxic than table salt according to the LDchart. What this means is that it would required less table salt to be consumed than the productThis does not mean that it can be consumed directly. Note that natural essential oils can also be harmful if consumed but are still family and pet friendly. Seeing pests at this point is a very good sign. As explained in the welcome video, an increase of pest activity can be common after the initial serviceThe customer has only received one service on 8/1/up to this point. The increase in activity gets the pests in contact with the product which eventually leads to them dying. Edge also offers unlimited free re-services in between regular visits if the regular scheduled visits are not enough. Also, the second scheduled visit is weeks after the initial service as we know that it may cause an increase and it breaks the hatching cycle of the pests so that it is not an on going battleWe are more than willing to return and retreat the customers home as much as needed to get the pests under control. Note that we do not believe there was anything that was misrepresented but as a show of good faith are willing to lower the customers agreement to just year rather than years as well as give the next service free of charge. The customer would have remaining services with only being paid because of the free service being offered. Please let us know if this option works

Thank you for your response Note that during the initial call on 7/at 2:21pm we asked that images of what happened be sent to our office email so that a manager could assess the situation and call back Note that to this date, Edge has not received any pictures of the windowsA manager called back on 7/19/to follow up with *** *** and left a voice messageThe manager called again on 7/and left another messageNote that the customer did not return the managers call until 7/when he was not availableNote that the *** also claimed that the windows were cleaned for $dollars, however, on 8/8/the *** sent a picture of an invoice to Edge stating that it only cost $ Attached are the phone calls from 7/16, 7/19, 7/and 7/when the price of $was brought up We feel that the *** were being deceptive and trying to get Edge to compensate them for more than they actually paidObviously, once we finally were able to get in contact with the *** after one month we did ask them to repeat what happened to ensure that all the facts were correctly portrayed. Note that Edge does not have any individual by the name of ***As explained in the initial response, the price of the service was $and the manager agreed to not charge the *** for this service as well as give them a credit of $so that the total was $325, equalling the price of the window cleaningThe *** did sign up for services and did still have the early termination fee that we do not believe should be waived based on the situation The issue was addressed by not charging for the service and giving an additional credit as well as making all the necessary changes and notes on their account to ensure that the incident would not happen again The *** refused this and therefore would still be liable for the remaining balance for the cancellation fee We again are still willing to remove the fee, and continue servicing, applying the $towards future services rather than towards the termination fee Once again, as stated previously, no changes will be made than which have already been offeredIf the balance goes unpaid or service is not continued the remaining balance would be sent to a collections agency

Complaint: ***
I am rejecting this response because:This COMPANY is CRAZY!!! They have stated that I am confused!!! That is so far from the TRUTH!!! This is what they stated in their last response...The early termination fee would currently be $ (Please verify from last response Last paragraph) NOW their saying something completley different that I would be refunded $160.00(ish) Please READ the before mentioned response I had orginally offered to pay for rendered services and be refunded the balance but they told me NO and that it was cost me an additional $to terminate early!!! Also, how can they tell me that they don't allow me to pre-cancel after my contract is up!!! This is NOT a GOOD business PRACTICE!!! This company should not be in Business and YES their reviews are terrible in my opinion!!! If they have SOOO many HAPPY customersWHY DIDN"T THEY TAKE MY ORGINAL OFFER??? Why is my money SOOO important to them??? They say I'm confused!!! The SEVERAL groups of people I have shared this with seems to wonder how EPG states I'm confused when it seems this company is confused on providing "Any sort of customer service"!!! I want to continue to point out to the Revdex.com is that ALL phone calls are recorded on their end and EVERYTHING can be confirmed by reviewing them all Also, it took them times to have them remove the service withdrawal from my bank account even though I paid for everything up front It was until this last service that ***? was able to remove the automatic withdrawal from my account Like I have stated EVERYTHING can be verified!!! I want my money (ALL) refunded and NEVER to be renewed as a customer!!! Furthermore, they need to PROVIDE me proof that they sent me the email with the contract the day of signing It is recordeed that they NEVER did and at the time I wasn't concerned about this because they DID eventually send it out to me via E-Mail!!!
Sincerely,
*** ***

Thank you for sharing your concern with We would love to take this time to address the concerns that you have with the pest and lawn services Mr*** started service for both pest control and lawn care in March of During his conversations with our service experts in
March it was explained that the pest control service was a seasonal service performed in every season at a frequency of every weeks I have attached the service agreement that Mr*** signed for ease of reference.Note that pest control in the colder months is not useless as Mr*** eludes Note that Mr*** statements seem contradictory stating that he feels he does not need pest control yet he has spiders Note that Spiders are actually one of the few pests that do not go dormant during the colder months The fall is the breeding season for most spiders so they do tend to be more active During the colder months spiders move towards the inside of homes and that is why Edge always recommends getting the interior treated at this time of year, although it is not necessary as the exterior barrier should keep the home pest free and prevent the spiders from entering the home A common misconception is that all the bugs die in the winter That is absolutely not true If all bugs died off in the winter we would not have any pests in the spring and summer Edge Pest Control sends a welcome video to all customers with their agreement when they initially sign up (http://edgeservicing.com/welcome-to-edge/ ) This video is also shown to customers during their first service At seconds into the video it clearly explains that Edge treats in all season and explains that as the seasons change so do pest control needs The winter cold will nudge the pests to warmer areas and the spring and summer bring new pest activity A year round service provides the best results for customers Pushing the service out sacrifices the integrity of the service, something that Edge is not willing to doNote that we are always willing to postpone payment if finances are the issue, which can be an issue for many people around the holidays Note that on September 12, Mr*** called to cancel his account due to financial reasons During this conversation Mr*** states that the service has been good and he has no complaints and that he is strictly looking to "trim some fat"Mr*** made mention multiple times in this conversation that the service was fine and that his call was not because of the serviceThis phone call is attached for reference. In regards to the lawn care service, based on the interactions we have had with Mr*** we determined that the brown spots in his yard were due to lack of water The products used for Edge's lawn service are the best in the industry, however, certain guidelines need to be followed for best results, watering being one of them In August Mr*** called concerned and stated that he was on a water restriction and has not been watering as directed due to this restriction With the products used by Edge if the watering is not done correctly the results will not be the best Also, as explained by our service experts when Mr*** signed up in March 2016, the lawn service gets better over time In most cases optimal results are not seen until after the second season Edge provides lawn care from March-October We believe that Mr*** will see more results this next season if he follows all guidelines with mowing his lawn and with watering Finally, since Mr*** call in September claiming that his main issue was finances he has only had pest service and lawn service Again, this leads us to believe that the issue is not the service as mentioned in the complaint but rather an issue with money In September we offered to transfer the lawn services to pest control to help with the finances At the time Mr*** declined Mr*** currently has lawn services remaining on his initial term and pest control services If no changes are made he would be paying for both services simultaneously If we transfer the services from his lawn care to his pest control we could cancel his Lawn Care but his pest would then have services The number of total services would remain the same (8), however, he would not be paying for two services at the same timeWe are still willing to do that, however, based on the facts from the phone calls if Mr*** decides to cancel he would have to pay the early termination fee

Complaint: ***
I am rejecting this response because: There are no soliciting signs posted at all community entrances making this contract null and void
Sincerely,
*** ***

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 always properly explains 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. *** signed up on 7/30/at 2:05pm. The first service was later performed that same day at 4:22pm. The service agreement was a year agreement for a total of services. Those services are made up of initial service and regular servicesThe first regular service starts approximately days after the initial service and then continues on a week basis after that. Once the services have been completed services continue on a quarter to quarter basis until cancelledCancelling must be done no later than days prior to the next regular service and must be done by speaking with a manager. The terms of the agreement and schedule are explained in a welcome video that is sent to all customers when they sign up. That video can be seen here: http://edgeservicing.com/welcome-to-edge/.On 8/5/the customer was called and we followed up with him to see if he had any questions with the service or his agreement and to see how the first one went. He said he had no questions and everything went well. The customer has completed of the services up to this point with service remaining. The services were performed on the following dates:-Initial: 7/30/16-Regular 1: 8/27/16-Regular 2: 11/17/16-Regular 3: 2/13/17-Regular 4: 5/9/17-Regular 5: 8/4/17-Regular 6: 10/25/17-Regular 7: 1/17/18At this point the account is still open and on schedule for 4/11/18. Cancelling the account would result in an early termination fee of 50% of the remaining contract value. With one remaining service valued at $the cancellation fee would be $70.71. The account has not been cancelled at this time due to a conversation that *** had with a manager on 1/18/18. *** stated that we can keep the account open but that he would have us return and clean his windows if product was applied on them. The customer had called to cancel the service because he will be putting the home on the market and is getting the windows professionally cleaned. Both the customer care specialist that he spoke to and the manager let him know that we can avoid spraying the windows so that they remain clean but *** refused. Note that this is not an uncommon request. Typically the windows are a prime access point for pests and therefore the service specialist will spray around the windows, sometimes causing overspray to get on the windows. We can avoid those areas or pay special attention to those areas as requested with no difficulty at all. Note that the customer does live in *** *** ** where they get approximately inches of rain per year. Rain is in the foreseeable day forecast which would also dirty the customers windows. The customer claims that he did not sign the cancellation fee portion of the agreement. We admit that the initial in this box is not the exact same as other initials on the agreement, however, stroke patterns are extremely similar. Note that this was also done on a tablet and therefore even the pressure that is being applied by ones finger can have an effect on the initial that appearsNote that Edge typically likes all customers to sign in the spots mentioned above, so they are clear as to what can be expected with the service. It seems very unlikely that the customer signed directly above the cancellation policy authorizing us to charge his card and directly below the cancellation policy stating that he understood the terms of the agreement but then did not sign the cancellation fee directly between these two signaturesNote that the final signature states "I understand that this agreement is for the terms outlined in the Service Types section above." This signature is all encompassing. By signing this the customer states that he understood all of the terms. Note that in the customers complaint he states that the "term" length is fraudulent, however, the first signature on the agreement (note that this signature is not being disputed by the customer and he has stated that he did sign this one) states "This agreement is for the term specified and in each of the service types included below that automatically renews at the end of each specified term." Once again, this signature shows that the customer signed and understood that this agreement was for years. We have attached the service agreement as well as multiple invoices. Notice that the signatures from the customer are different on each of the documents. We understand why there can be confusion especially since the customer signed up almost years ago and that each signature was done on a tablet. Based on the details above we believe that the customer did sign the service agreement and did sign for the cancellation policy. As a show of good faith Edge is willing to give the customer the next service for free and transfer services to the customers new residence once the home sells. Once again, we are more than willing to avoid the windows if overspray is a concern. We apologize for any misunderstanding

This issue has already been taken care of and we have spoken directly with the customer Note that no records were falsified Managers have been trying to reach the customers since before the summer We have voicemails recorded of managers trying to reach AmyWe did have a local
manager go to the customers home and look at the lawn to see what the issue was The customer was not home but the lawn was examinedIn our efforts to make the customer happy we waived the early termination fee