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 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.Please note that it was explained to the customer that the lawn care services to do not yield immediate results This was explained to the customer on 5/6/when initially signing up for our service On 7/13/Mr*** called to discontinue his service Mr*** explained that he has even bought products that he had to use himself The manager offered to return for free to assess the situation, however, Mr*** refused As part of the service agreement we offer all customers unlimited free re-services as we know that both pest control and lawn care is not an exact science Mr*** refused to cancel but refused to let us return By refusing to let us return and once Mr*** began using profanity we cancelled the account, which assessed an early termination fee of 50% of the remaining contract value We are more than willing to return and assess the situation of Mr *** lawn, however, if he will not allow us to do this, the early termination fee would still stand Note that the customer states that we charged them, however, we would like to make it clear that we have not charged them and only assessed the fee which remains unpaid on their account

Thank you for your response Please be aware that Edge Pest Control has spoken to the sales representative who is confident that he explained all services The service that is done weeks after the initial is crucial to breaking the hatching cycle of the pest activity that may be nesting on the property Note that Edge Pest Control does not rely solely on the interaction with the sales representative Immediately after signing up for the service a copy of the service agreement was emailed to the customer Also in that email was a link to our welcome video which also clearly explains the service schedule On 7/26/at 2:20pm MST the following email was sent that follow ups with the initial service and again explains the week service: Dear ***,I am writing 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 Aug 12, 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 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.Thank you,Edge Pest ControlFinally, we would like to point out again that *** signed specifically for the cancellation policy and it was not hidden in the service agreementBecause of these facts, no changes will be made *** will need to pay for all services or can cancel at any time by paying the fee of 50% of the remaining contract value

Complaint: ***
I am rejecting this response because:Edge Pest Control has failed to fulfill its oral and written agreementsUnder the terms that *** *** signed the agreement, we request that Edge Pest Control complete their service at our new location at *** *** *** *** *** ** ***While the agreement signed does list the service address at *** ** *** *** *** ** ***it doesn't have any provisions stating that it is exclusively only available there and not transferrableSince there is a supplemental verbal offer by *** *** ** 7/21/stating that we could transfer the service to another location, we request that that be doneIf Edge fails to provide service in this location, in the terms of the oral agreement offered by Mr*** and accepted by *** ***, we request to discontinue service with no cancellation penalties since Edge would be breaching the contract (both written and oral) by not providing service at our new locationIf service is not provided or scheduled by July 6, 2016, it is assumed that Edge agrees to breach the agreement and void *** ***'s further financial liability for cancelling the contract under the payment provisionsFailure of Edge Pest Control to void liability and report to a credit agency will allow us to pursue all costs associated with refuting the credit including all reasonable attorney's fees
Sincerely,
Brian Stark

Thank you for your response Once again, please onte that Mr*** has been receiving service for approximately year At no time prior to 8/2/did Mr*** ever call and inform us of a confusion with the service terms Again, Mr*** has now received services of the that he initially signed up for Those services have been rendered on the following dates: 8/15/15, 9/12/15, 12/4/15, 2/25/16, and 5/19/16.The contract is not null and void and is fully enforceableWe would love to continue to take care of Mr*** and apologize for any misunderstanding on his part If Mr*** account was still open he would have a service that is due this month We would be willing to refund the early termination fee that he has paid and push his service out until September and do any needed free re-servicing in the month of August prior to that service and finish out the remaining services, however, if Mr*** does not allow us to do this the account will remain closed and no refunds given

Complaint: ***
I am rejecting this response because: The business needs to re-evaluate their staffThank you for telling me about the GPS trackingI wondered why the truck would pull up and it would take 5-minutes for the person to get out of the truck and they would be here 5-minutes after the service as wellThe timelines you gave correctly co-inside with my timelines because most of the time that they were at my house - they were sitting in their truck! Thank you for that explanationPlease review the phone call with your manager, or one of the MANY re-service calls I made where I said over and over and over that we saw just as many if not more spiders AFTER having edge out that we saw beforeWhile we realize that pest control is to control the problem- we should not have a problem when they were rare prior to securing your serviceThe representative had caught us at a very fragile time when we first paid for the serviceI tried giving your service multiple chances because your representatives are so aggressive and talk around issuesQuite frankly - I just wanted to get off the phone every time that I had to talk to one of your bullying representativesUnfortunately I continued to give the company chances, even though the product obviously is not workingWe have seen ZERO results and this has been a complete waste of my time and money.
Sincerely,
*** ***

Thank you for your response Edge server logs indicate that the email was sent to ***@gmail.com at precisely 9:17am on 8/11/The three day right of rescission period is not an Edge policy but rather a federal policy outlined in US Code Title The policy states that the consumer has until midnight of the third day following the date of the transaction Based on this policy Ms*** had until midnight of 8/15/16, since 8/14/was a Sunday, to cancel by paying back the discounts At no time did Ms*** contact us to discontinue her service during that time. Again, based on the phone call, at no time did Ms*** express that she wanted a one-time service Because of this, no changes will be made We are willing to continue the service that was agreed to or Ms*** will be required to pay the 50% cancellation fee

Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with cancellation policy and with the results of the serviceAs indicated Mr *** signed up for services on March 4, with
one of our local service coordinators over the phoneHe 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 services. The initial service was scheduled and later performed on March 8, As one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message: Hi Customer's name, this is ___with Edge Pest Control, calling to follow up on your initial service and just see how everything went.I hope you were able to watch our welcome video which explains a bit about the service.If not, there is a link to the video in the email you received when you signed up.Your next paid regular service will be 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 ***Thank you for trusting us to take care of youHave a great day!On March 24, at approximately 9:54am one of our representatives called to follow up and spoke with the ***s At this point we were told that everything went well.On April 1, at approximately 10:30am and again at 10:41am we left a message stating that we would be coming to perform the next service on April 5, 2016.On April 15, at 11:45am Ms*** called and let us know that she still has been seeing ants and has seen them now in the bathroomA free service was set up for April 19, 2016. On June 14, at 7:58am Ms*** called and stated that she wanted to move her next service up She stated that she knew it was on the 27th and wanted to move it up to the 21stAs per her request, we move the regular service up This phone call has been provided for proof as Mr*** states that he believes this was an illegal act Once again, the service was moved up as per the request of Ms***Note that this had been months since the last service All customers are to be the "eyes and ears" for Edge Pest Control as we assume that the service on 4/15/took care of any issue they had.As stated in their service agreement, "Edge Pest Control guarantees to return and retreat the problem area(s) of your home between scheduled regular services for free, upon request" Once again, although we are the experts we cannot determine exactly how the insects are going to react to the product as pest control is not an exact science This is why we promise to return and retreat for free when requested We encourage customers to use these re-services as needed On March 31, Ms*** signed up for our lawn care services The first service was performed on April 1, At no time have we heard of any issues with the lawn care from the ***s We believe the comments made about the lawn care service are not relevant and were only brought up because of the early termination fees. Attached is the service agreement for the ***sAs 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 clear. The 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 statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I *** and *** *** authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until Edge Pest Control has received written notice from the authorized parties and has a reasonable opportunity to act on it. I understand this automatic payment will continue to recur for each regular service. I also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occurs. I will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performed. The next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." The early termination fee is not used solely to cover purchased product, as product for a two year agreement is not purchased all upfront. Product is purchased in bulk howeverThe fee also is used to pay commissions, and cover other business incurred fees. For example, many customers receive discounts on services for signing extending periods of time. If an agreement in cancelled, the fee is used to cover the full price of the service. Also, as performed on April 19, 2016, free reservices are offered to customers who are with us on seasonal treatments. Although these are free to the customers with ongoing services, they do cost money to the company. If a customer cancels, the fees will also be used to cover costs of product and labor for any reservices performed. Finally the customer signs stating that they understand all terms outlined in the agreement The ***s signed electronically next to all of the above mentioned areas for both their Pest Control services and their Lawn Care servicesWhen signed electronically, Edge Pest Control records the IP addresses confirming the web locationFor the Pest Control Service agreement, records indicate that the agreement was signed at 8:57pm on 3/4/at the IP address *** For the Lawn Care Service agreement, records indicate that the agreement was signed at 8:01pm on 3/31/at the same IP address of 73.229.114.89.After the ***s signed up for services, a copy of the service agreements, 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 (***@hotmail.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 more than willing to return and retreat any problem areas for free in between regular visits as has already been offered as well as return for free to look at any issues with the lawn as mentioned by Mr*** However, if the account remains closed, the early termination fees will remain as is according to the terms of the agreement Again, both service agreements, the invoice for the free reservice on 4/19/as well as the phone call of Ms*** moving the service up have been included and attached in this response. Tell us why here

Thank you for providing us with this feedbackWe'd love to be able to address this issue. Edge agrees that there was some confusion and misunderstandings with the services that were being rendered. On September 8, a manager sent *** the following email:*** *** ***I have not been
able to reach you by phone to discuss your account. Both the primary number (***) and secondary number (***) give an error message that they are not in working order and do not allow me to leave a message.I am reaching out to you about the issues that you brought to my attention regarding your lawn care services at *** *** ***I am looking in to the issue and would like to help resolve the problems and concerns with the HOA fine mentioned during our conversation todayI need you to email me the documentation of the HOA fine, date and amount so that I can review and determine what we can do to address and resolve the problemsPlease email that documentation as follows : Att: *** ** ***. Once I have received the documentation, I can review the issues and concerns and will need to speak with you to confirm any action regarding your account.Please provide the numbers which I can use to reach you, or contact us in the office with updated contact information as soon as possible.I look forward to hearing from you. *** then responded on that same day stating the following, " The *** is my best number, but you may get my answering service for workI am traveling for right now but will be glad to provide that information to you upon my returnThanks for taking such prompt action." Since 9/8/we have not heard anything from *** ***. We are still willing to compensate *** *** for the confusion with his services, however, we do need documentation showing that he was fined by his HOA. We have had customers try to lie about multiple things in the future just to get out of paying or to get free money. Edge will not be able to provide any sort of compensation without documentationThis would also be provided to our accounting for verification on their end. Again, we have received no further communication since 9/from the customer. As it seems in his response on 9/everything was being taken care of appropriately. The issue still stands here. We will take care of the customer once the documentation requested in the email from the manager is received

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 agreementThese statements would have informed the customer of the policies relating to the cancellation or trial period The service agreement also shows a calendar which shows the dates of the services throughout the year A copy of this agreement was emailed to *** immediately after he signed up on 6/10/at 6:36pm The first service was later rendered that same day at 7:50pm An invoice for the first service is attached for reference Note that all service vehicles are tracked via GPS.The *** was not blank but actually zooms in on each section you sign for, to allow the customer to read the details of what they are signingOn the agreement *** signed in locations on the agreement again times on the initial invoice after the service was performed On the invoice he signed to accept the service that was rendered and then also signed stating that he saw our welcome video In the same email that had the customers service agreement, there is also a link to a welcome video that explains more about the service We also show this video on the specialists *** to all customers prior to doing the service *** signed stating he had seen this videoThe video clearly explains what will be done and goes over the service schedule. Attached is a phone call that *** had with a manager on 11/11/ The manager was not rude to *** in the least bit but simply explained the terms of the service agreement Note that in this call the manager does state that he closed out the account and that he would email over confirmation that the account had been closed On that same date the following email was sent to ***:Dear ***,This e-mail serves as confirmation of the successful termination of your pest control services effective immediately.We have appreciated your business up to this point and are sad to see you go. If there is anything we can do in the future to keep your home pest-free, please give our office a call at (773) 985-EDGE(3343).Edge Pest Control strives for excellence to bring the best pest solutions for all our customersPlease take one last moment to watch this short clip:http://www.edgeservicing.com/your-edge-benefits/Thanks,Edge, The Service Company Note that the manager did explain to *** that closing the account would be 50% or the remaining services *** did receive an email from our billing department on Monday 11/since 11/was a Friday That email did state the exact balance of $389.97.We strive to make sure all customers fully understand the terms of the agreement prior to servicing their home Note that our agreement includes signatures as we want the customer to sign specifically for each part so that there is no confusion Also, as mentioned previously we provide a welcome video that explains the service in depth with *** signed saying he saw In a call with a manager *** stated that his no landlord will not allow him to have the service there since he is just renting Edge would be willing to reduce the early termination fee by half if *** can provide proof from the landlord that he is not able to have service there The new balance would be just $*** can have the landlord email proof to *** If proof cannot be provided he would have to pay the full fee of $ Note that the balance has remained unpaid for over days and was going to be sent to collections on 12/12/16, however, was put on hold due to this complaint Payment would have to be received by the end of the month

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began. A copy of the contract is included for ease of reference.    The customer reviewed and signed four places on the contract, including the following statements:            I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.          ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement.   These statements would have informed the customer of the policies relating to the cancellation or trial period.  There was no fraud in the inducement, as the customer had time and opportunity to review all of the terms, which were clearly set forth in the Agreement. Additionally, a copy of the Agreement was given to the customer on July 2, 2016, immediately after the agreement was signed. [redacted] called Edge on 6/30/16 at 3:34pm to sign up for service.  She did speak with the service coordinator and set up service for 7/1/16 during our 4p-8p time window.  At this point we do not know what happened, however, as [redacted] stated, an Edge representative did not show up.  We believe it was either human error in not setting up the account correctly, or a glitch in the software system.   On 7/1/16 a manager did call [redacted] and let her know of the issues.  He apologized and rescheduled the service for 7/2/16 and even narrowed the time window due to the trouble we had caused.  [redacted] seemed understanding even stating "I get it.  There is room for human error.."  This phone call is attached for reference. This sort of action is not typical and the manager let [redacted] know it should not happen again.Edge does send out our welcome video to all customers and has them watch it prior to their initial service.  The link can be found here (http://edgeservicing.com/welcome-to-edge/).  This video explains more about the service and even states that there can be an increase in pest activity after the initial service due to the fact that the product is an irritant.   The product is designed this way since pests are reclusive by nature and many times, if the correct products are not used, may never come in contact with the pesticide.  Edge's service is designed to get them in contact with the product so that they are taken care of sooner.  Because of this and to break the hatching cycle of the pest activity, Edge returns 4 weeks after the initial service to start the regular seasonal (quarterly) treatment.  This was explained in both the initial phone call and the welcome video. On 7/5/16 [redacted] did call and mention the increase in pest activity.  Our representative explained the product and how it works and recommended to wait 2 weeks to allow the product to work, as it is not a direct contact killer and does take time. Again [redacted] seemed to understand this and even stated "thank you for explaining this.." . Attached is the phone call for reference.[redacted] was called on 7/28/16 at 10:42am to let her know that the service was scheduled for 7/30.  At that time she did schedule a time window for 8am-12pm.  Note that all servicing vehicles are tracked via GPS.  As noted on the service invoice the specialist arrived at 11:06am and departed at 11:41am.  Note that the 8-12 window is to let the customer know when the specialist could be arriving, however, the specialist even completed the service prior to the end of the window. The invoice is attached for reference.Edge does not have surveys that are sent out for the individual specialist.  Note that Edge does send out textual messages and/or emails to rate the service and company in general but nothing to rate the specialist that performed the service. We are therefore confused at [redacted]'s statement regarding the survey as they do not exist.  Note that [redacted] was in no way " bullying or blaming" [redacted].  [redacted] is the corporate account manager over [redacted]'s account and there is no individual higher that she could speak to. We have listened to the calls and again [redacted] was in no way "bullying or blaming" [redacted], but rather the exact opposite and was very polite.  Note that [redacted] hung up on [redacted] multiple times and after being hung up on [redacted] called back leaving a message stating that if [redacted] continued with us he would credit her account $50 for her negative experience. As noted previously, the service agreement was very clear as well as the calls that are all recorded.  We will honor the offer from [redacted] and credit their account $50 for any inconvenience and misunderstanding if they continue the service that was agreed upon, however, if the account remains open the early termination fee in the amount of $349.97 would remain and would be sent to a collections agency in approximately 16 days. Note that billing manager did send an email and letter on 11/8/16 stating that the account would be sent in 30 days.

Thank you for your response.  Note that the statements made contradict the Edge process that 100% has to be followed in order for the service to be completed.  Note that [redacted] signed the service agreement PRIOR to the service being performed.  The Edge service application does not allow the service specialist to begin the service without a signed agreement. Note that records show that the service agreement was signed on 6/10/16 at 6:36pm and the service invoice shows that the service was performed on 6/10/16 at 7:50pm.  The service application is not accessible by the sales representative.  [redacted] signed the invoice, accepting the service and the job that was done, with the service specialist and not the sales representative.  This was signed at 8:15pm after the service was completed.  As mentioned previously, the sales application with the service agreement is designed to be friendly to all individuals and automatically zooms in on the location that the customer signs. Again, [redacted] signed in 4 different locations on the service agreement.  The early termination fee is very simple and not hidden in lengthy verbiage.  We ask that all customers sign directly for this policy that states, " Please Initial_____  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."  [redacted] initialed this statement, as well as 3 other locations on the service agreement, and twice on the service invoice.  The current balance will remain.  If not paid the balance will be sent to a collections agency.  Once again Edge would be willing to reduce the early termination fee by half if Tom can provide proof from the landlord that he is not able to have services rendered there.

Complaint: [redacted]
I am rejecting this response because:  I did not sign or initial any legal binding contract, I cannot be held legally accountable.  The business is dishonest, disrespectful and has the worst customer service I have ever experienced.  The company has not offered any reasonable compromise.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: November 13, 2016After reading EPC’s response, I feel even MORE UPSET with this SO-CALLED-COMPANY…  In my research about this company including the reviews I have found online AND the reviews on the Revdex.com, they all reiterate my complaints about this PATHETIC company!!!  Every conversation is recorded through their network so EVERYTHING can be VERIFIED on the REASONS of my COMPLAINT!!!  They even have the gall to inform me that I would NEED to pay an additional $300.00(ish) to cancel my so-called contract…  One thing they forgot to mention was that I NEVER received a copy of the contract (BECAUSE OF THEIR NETWORK PROBLEMS ON THEIR SALES I-PAD) until many weeks after the Door-Door sales-KID left…  This is also VERIFIED on THEIR recorded CALLS…  Furthermore, when I was in the HOSPITAL, the so-called Technician called me to confirm my appointment and when I told HIM where I was, HE BEGGED me to call CORPORATE to re-schedule my appointment!!!  I’M IN THE HOSPITAL?!?!?!  I really can’t understand WHY in the HECK they even WANT ME as a CUSTOMER!!!  If I don’t get this settled through their “great” customer SERVICE I will be sure to have the POLICE notified and hopefully present ANY TIME we have a scheduled services Technician in MY HOUSE throughout the remainder of the CONTRACT!!!  I have EVEN called Edge Pest Control about NOT renewing at the end of my contract (Feb 2018) and they said that they can only put a “note” in the file but that it will AUTOMATICALLY RENEW…  From what I have READ, this has been a HUGE (HUGE) issue with complaints…  I feel this pathetic company has shown its true colors by telling me to pay an ADDITIONAL $300.00(ish) to cancel!!!  What costs do they have associated with canceling the contract? They are already not going to refund the money we have paid for future services not rendered, WHY WOULD I GIVE THEM $300+ to shred a piece of paper??? I also told them that I will do ANYTHING to get the word out about this company and the MANY people I have told have been MORE shocked about this then I am!!!  Reaching out to the Revdex.com is ONLY the first step…  I offered them a “Way-out” of this by asking them ONLY refunding the REMAINING portion of the contract and that I would be happy to PAY for the services rendered!!!  Then we COULD’VE gone our MERRY SEPARATE WAYS!!!  I will follow through!!!  They boast about having 40,000+ customers and I am having a hard time comprehending why they want to keep me as a single dissatisfied customer???  Hopefully they can come to reason about ALL these “SMALL” issues!!!  I have a VOICEMAIL having [redacted] identifying these issues as “SMALL”!!!  One more ridiculous issue came up when I was writing my first Revdex.com complaint…  I had to call EPC to find out the exact cost of the contract and it took the Representative over 12 minutes to figure out the COST…  Once AGAIN, THIS IS ALL RECORDED!!! Here is only ONE of MANY links of REVIEWS I have found about EDGE PEST CONTROL!!!  Please REMEMBER…  I have ALL the SAME PROBLEMS but I’m ONLY ONE CUSTOMER (ACCOUNT)!!!https://edge-pest-control.[redacted] Warm Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We will see them at the end of April on there next schedule visit unless we move out the area where you do not service. 
Sincerely,
[redacted]

Thank you for sharing your concern with us.  We apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the dates and locations of your services.  Ms. [redacted] signed up for services on June 11, 2015 with one of our sales...

representatives. She had signed for one year of services which includes an initial treatment plus four quarterly treatments. The initial service was scheduled and later performed on June 13, 2015  at approximately 2:30pm.  Ms. [redacted] signed up her business for also 5 services on June 25, 2015 and later received the initial service on July 9, 2015.The customer had completed 3 out of the 5 services of the initial term when on December 23, 2015 Ms. [redacted] received the 4th service at approximately 8:56am.  The above claims that service was scheduled by a technician for 12/26/15 are false.  No services were performed this day, as it was the Saturday after Christmas and no regular services were performed.  Also, service specialists have specific responsibilities to perform the services and not scheduling services.  As stated on the service invoice, "If needed, please call us for free interior servicing at (512) 837-EDGE (3343)."  At no time did we receive a call regarding an interior service for Ms. [redacted]. On 12/28/15 our customer care center received a voicemail from the holiday weekend from Ms. [redacted] asking about the 12/26/15 service.  Ms. [redacted] was called back but nobody answered.  We were unable to leave a voice message as the mailbox was full.  Attached is the phone recording from 12/28/15 from 9:02am calling Ms. [redacted] back.  Once again, her claims that nobody called her back are false.  From that time on, Ms. [redacted] did not call regarding her service until 3/7/16, more than 2 months since the incident.  Her next scheduled service was schedule for 3/19/16.On 3/7/16 Ms [redacted] called upset regarding the lack of service in December and the lack of calling her back.  It was offered to come out for free to treat the interior the very next day (3/8/16) and offered to push her service that was scheduled for 3/19/16 to later in the month.  She declined this offer and ultimately accepted receiving treatment on 3/19/16 and postponing the payment for that service to 4/15/16.  Because Ms. [redacted] declined the free re-service and then received her next regular service, we can do a re-service of the 3/19/16 service but Ms. [redacted] would still need to pay for the service on the 19th.  Ms. [redacted]'s service agreement states that free re-services can be performed in between regular visits at any time upon request, but that the regular visits are paid visits every 12 weeks. Due to the lack of importance since Ms. [redacted] waited over 2 months to contact us.  We will not waive any service charges.  Ms. [redacted] residence account has completed the 5 services of her term and can discontinue at any time, without penalty, by speaking with a manager, as outlined in her service agreement which is attached.  In regards to Ms. [redacted]s business account, she does have 1 remaining service as the schedule is slightly different than residential.  Ms. [redacted] has received 4 of the 5 services with the 5th service being in June 2016.  The same process would apply and Ms. [redacted] would be able to discontinue, without penalty, after the final service.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement as well as the service itself and how it works.  Some of the key details were explained correctly by the customer but there also appears to be some misunderstanding.  Below are details that were not accurate and need further explanation: First, note that the customer did not sign up for an 18 month service agreement.  We have attached the service agreement (contract) for ease of reference.  The customer signed up for a 1 year service plan as can be seen in the "Term" section of the agreement.  The 1 year plan includes an initial service followed by 4 seasonal/quarterly services th at begin approximately 4 weeks after the initial service.  As the customer mentioned, we do this to break the hatching cycle of the pests that may be nesting on the property.  The gestation period for most pests is approximately 4-6 weeks.  The initial service was performed on 5/16/16.  The first quarterly service was 6/13/16, exactly 4 weeks from the initial service  The service agreement states "Your regular servicing schedule will begin approximately 28 days after the initial service and continue on a quarterly basis" Second, the initial service is typically longer than any other service as this is a flush out service where both the interior and exterior are treated.  After that, as stated in the agreement, we will continue to maintain the barriers on the exterior, however, if ever needed we do provide unlimited free re-services if anything is seen on the interior that needs to be treated and/or any persistent activity on the exterior.  Note that all service vehicles are tracked via GPS giving us exact details as to when the specialist arrived and left the customers home.  As can be seen by the attached invoice, the initial service began at 7:29pm and ended at 8:20pm (51 minutes).  As stated in our welcome video that is sent to all customers, the products used are irritable to the pests, and can cause them to be slightly more active immediately after servicing.  This, however, is a good thing and causes the pests to come in contact with the products applied, which ultimately kills the pests.  The second service on 6/13/16 began at 10:09am and ended at 11:16am (53 minutes).  The third service was on 9/10/16 and began at 6:30pm and ended at 7:30pm (1 hour).  The fourth service was on 12/6/16 and began at 9:22am and ended at 9:45am (23min).  The fifth and final service of the contracted term was on 2/27/17 and began at 9:36am and ended at 9:57am (21 min).  The standard service can last anywhere from 10min to a couple hours.  Note that Edge does not restrict their servicing specialists on servicing time.  The service specialist will be at the home until the job is complete. This is partially why we offer our customers 4 hour time windows just in case a job goes later than anticipated. The customer did call for additional re-services multiple times.  Many times it was not needed but still set up and performed by Edge.  The first free re-service performed was on 10/21/16.  Note that re-services are spot treatments and not the full service.  This service began at 8:52am and ended at 9:13am (21 min).  For this service the customer called due to 2 spiders she was seeing.  Note that pest control is not an exact science and if a customer is only seeing 2 spiders, we deem that a success.  Note that it is called pest control and not pest elimination for a reason.  Although we wish we had a magic wand or could put up a force field around the customers home unfortunately we cannot.  We let the customer know this and stated that the product is already there and adding more product on top of product will not necessarily make it more effective.  The customer stated that she did not care and that she was entitled to free servicing in between.  We told her she was correct but that again, it may not get rid of the two spiders immediately. The second re-service was performed on 12/15/16 and began at 1:40pm and 2:01pm (21 min).  Customer wanted us to treat the full interior. On 5/24/17 the customer called us asking if there were any discounts available to her. Customer spoke to a manager who offered her multiple discounts depending on if she wanted to extend one year or two years.  The customer decided to wait and just continue on a service to service basis with no discounts. The next re-service was performed on 5/25/17 just two days after the customer received a full regular service on 5/23/17 because the gates were locked and we were not able to treat the backyard.  Note that customer could have discontinued the service after the 2/27/17 service but choose to stay with us and continue receiving service.  The service began at 12:08pm and ended at 12:35pm (27 min).  Please see attached invoices as it shows that the fence line was treated each service. As stated in the service agreement, the customer must speak to a manager in order to discontinue the service.  The customer spoke to the manager for 17 min as he was trying to resolve her issues. The manager at the corporate office that the customer spoke to told her that he would see if he could get someone out to the home that same day.  The customer agreed to getting a call back later.  Later in the day the same manager called the customer and let her know he was not able to get in touch with the field manager and the customer just said she wanted to cancel.  Note that this could have been done in the first conversation she had with this manager but she agreed to getting the call back.  We apologize if we set the incorrect expectations with the service.  Pest control is designed to "control" the pests on the property but ultimately will not guarantee the elimination of all of the pests on the property.  Edge understands and knows that and this is why we offer the free re-services in between all regular visits.  Unfortunately, we will not be refunding any of the services as the service did work as designed.  Edge gave the customer free reservices even when not necessary for the actual pest control.  Again, we apologize if we set incorrect expectations.  We would love to continue to service this customers home.  The minimal activity she is seeing are great results and what is to be expected.  The customers account was cancelled the day she spoke to the manager (8/3) and an email sent that same day to the primary email on the account: [redacted].  If the customer would like to continue we would be more than willing to lower the price of the service for any misunderstanding we may have caused.  We would be willing to lower the price of her services $20 per service and if the customer stays with us an additional year we will also give an additional $40 discount on her first service.  If the customer would like to stay with Edge an additional 2 years we would be willing to give an $80 discount on the first service of the 2 years on top of the $20 per service discount already mentioned.

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began.  A copy of the contract is included for ease of reference.     The customer reviewed and signed four places on the contract, including the following statements:            I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.          ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement. These statements would have informed the customer of the policies relating to the renewal of the services after the agreed upon term. As can be seen by the above statements and on the signed agreement that is attached, Mr. [redacted] signed directly for the renewal policy.  Edge understands that this policy is important and therefore makes all customers sign directly for it so they can acknowledge their understanding.  Additionally, Edge called Mr. [redacted] at 10:44am and 11:03am on 4/4/17 to inform him that we would be coming to perform service at his home on 4/6/17.  A message was left on the second phone call.  At this time, Edge has already spoke to Mr. [redacted] and cancelled his account.  We will not be issuing any refund for the April 6th service, as service was rendered, the customer agreed to the renewal of the service, and notification was given to the customer prior to doing the service. We apologize for any misunderstanding.

Thank you for your comments.  We have spoken with the customer and resolved this with her directly.  The issue is that the customer has an [redacted] email address.  After researching this issue with our IT department we found that [redacted]'s email server is extremely outdated and can detect...

certain emails as spam and not accept them.  The customer can resolve this by contact their email provider and get Edge's email address unrestricted.   We did find other means of getting the desired information to the customer.

Complaint: [redacted]
I am rejecting this response because:according to the ** page you have, I am not the only one who have had this 'misunderstanding" before. Also, both my wife and I were under the impression that it would be for only 1 year and nothing more, since again, he said it would be 5 treatments and nothing else afterwards. The paperwork also shows the length of 1 year in excel form -adding to the understanding that it was only for 1 year. It does say 2 on the top of that, but in smaller letters, and again, this is not what was explained to us nor the reason given to us as to why we were getting a discount. 
Sincerely,
[redacted]

Thank you for sharing the customer concerns with us. We would like to address the issues raised and resolve any misunderstanding of the service agreement.    We strive to make sure our customers understand all of the terms and conditions related to our service at the time the...

agreement is signed. Our sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policy. We have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement. In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth. The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began.  A copy of the contract is included for ease of reference.   The customer reviewed and signed four places on the contract, including the following statements:           I.     Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term.         ii.     If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value.         iii.     I understand that this agreement is for the terms outlined in the Service Types section above. You the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.  If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service. The terms and conditions are a part of this agreement.The customer has their dates mixed up.  Note that today is 7/11 and the customer states that the received service on 7/14 which is in the future.  Edge is not that advanced yet to be able to provide service in the future. The customer signed up on 6/12 at 8:19pm.  The initial service was performed on 6/13/17 at 5:12pm.  Note that Edge keep detailed records of calls and services.  Edge understands that the service schedule is extremely important and not only has the customer sign the service agreement but also has the customer watch a video that again goes over the service schedule.  This video was watched by the customer and the customer signed on the invoice stating that they had viewed that video. The video can be seen here: http://edgeservicing.com/welcome-to-edge/.  The invoice that shows the signature is attached.On 7/6/17 at 12:12pm MST we received a call from Jim requesting service. Note that in that call the specialist specifically told the customer that he was on the schedule for 7/11 and that we could schedule a time for that day or move that service up to Friday or Saturday.  Jim asked if the service could be moved to Saturday.  The representative did as the customer had requested.  We have provided this call for reference.  On 7/10/17 at 7:37am [redacted] called and inquired about the charge on her account.  The Edge representative explained clearly what had happened and that the first quarterly service start 4 weeks after the initial service and was not reading from a script.  In the call [redacted] admits that she did not understand that clearly. At no time was an email asked to be provided.  [redacted] actually hangs up on the representative as she states that she is going to have to call back because she was getting upset. Later in the day [redacted] got on our website and chatted with one of our service experts that provides people who are interested in our service information about our service.  Since she was a current customer they were not able to assist her, therefore, they asked that she provide an email address and they will have a manager contact her.  Again, this was the wrong department that the customer had contacted.  As of today, 7/11 a manager has reached out to the customer. The customers facts are clearly not correct as can be seen in the attached documentation and in the recorded calls.  At this time Edge will not be making any changes to the charges.  If the customer would like to cancel they would have to do so by speaking with a manager and the normal cancellation policy would apply.