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Edge Pest Control

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Reviews Edge Pest Control

Edge Pest Control Reviews (272)

Edge does not have any customer at the address provided, with the phone numbers provided or with the email address provided.

Thank you for your response.  Once again the reservice reasons were explained in the initial response.  The customer only had 3 re-services after over a year of services being rendered.  Note that one of the reservices was due to the gates being locked, one of the reservices was for 2 spiders that were seen and the other reservice was because the customer was not home when we came to do the service and they wanted the interior treated.  Once again, pest control is not an exact science.  Edge knows and understands this.  In our effort to take care of our customers we offer unlimited free re-services as we do not want to make our customers pay for additional servicing beyond the normal schedule when we know that they will in many cases be needed.  Again, 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.  Once again, 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. As a show of good faith, Edge has refunded the price of one service back to the customer Visa, however, still do not believe anything was incorrect with the services rendered based on the evidence provided. We value our customers and want all to receive phenomenal service.

Thank you for your response.  The description of the interaction that Mr. [redacted] had with the CSR is not accurate.  Mr. [redacted] was more interested in a price match than taking care of the wasp activity. During this phone call on 6/29/16 Mr. [redacted] called to cancel the service.  The CSR asked how the service was and Mr. [redacted] stated "its been pretty good, but you can't seem to control the wasps though".  At this time the CSR offered to return and retreat for free to help get the wasps under control.  Mr. [redacted] responded by saying, "the second reason as well that is that I can get a comparable service from Preventive Pest Control for 75 dollars a quarter which is 24 dollars less than I am paying you folks."  The CSR then again offered a free re-service but also offered to speak to a manager to possibly price match.  Mr. [redacted] said that he wanted to make it clear that if we cannot price match he would not stay with us.  At no time did he state he would be done if the wasps were not taken care of.  The phone conversation is attached for reference. Edge has offered to return and retreat multiple times fince the service in July but Mr. [redacted] has refused additional services.  We do not feel this is "unreasonable" as we have offered multiple times only to have services refused.  The full early termination fee for the 3 remaining services applies because it was stated that a credit would be applied to future services and this credit will not be applied the early termination.  Again, we are more than willing to continue servicing and the $40 credit would be applied to the service in October.  Additionally, we can return as needed for free prior to the October service to help treat the wasps.  Unfortunately, based on the facts, no settlement will be made for the $149.99 early termination fee. Note that the balance will be sent to collection on 9/15/16 if not paid.

Mr. [redacted],We apologize in your home may have been treated by mistake.  Please note that all service vehicles are tracked via GPS.  Can you please provide us with the date that this occured as we would like to look into this further.  As soon as we have these details we...

definitely make sure action is taken to ensure this does not happen again in the future. Regards, Edge Pest Control

Complaint: [redacted]
I am rejecting this response because they did not perform everything the salesperson told me they would. This company promises a lot but delivers very little.I would not recommend this company to anyone. Just look at the reviews listed here: https://edge-pest-control.pissedconsumer.com/
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/15) */
Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to human error in the modification of your servicing address. Mr. [redacted] began services with Edge Pest Control June 13,...

2014.
On September 3, 2015 Mr. [redacted]'s account was cancelled by our billing specialist as his service that was performed on May 19, 2015 was now over 105 days past due. On September 4, 2015 Mr. [redacted] called and wanted to re-open his account as he had moved. The customer contact address was updated, however, due to human error, the service address was not updated. Service was set up and scheduled for Saturday September 5, 2015 between the hours of 12pm-4pm. Service was performed during that time window, however, it was at the wrong location. Because Mr. [redacted] was past due, the system charged his card for the service completed in May as well is this service. Each service is $109.99, therefore, Mr. [redacted] was charged $219.98.
On Saturday September 5, 2015 at approximately 4:20pm Mr. [redacted] called our office and let us know that he was charged and that we did not show up during his time window. It was explained to him that a human error was made and that we will come out for free to the new location the very next servicing day, September 8, 2015. Mr. [redacted] spoke with a manager who explained the errors that were made by us and was extremely apologetic. For the inconvenience, a $20 credit was added to Mr. [redacted]'s account. Although we strive for perfection, we are definitely not perfect. Mr. [redacted] is not paying for the mistake that was made. Although his old home was treated on Saturday September 5, 2015 and his new home was treated on Tuesday September \8, 2015, Mr. [redacted] only paid for one of those services, additionally receiving a $20 credit.
Mr. [redacted] also spoke with the Vice President of Customer Relations on September 8, 2015 where this was also explained. Mr. [redacted] claimed that he was not satisfied with the service performed that day and another service was set up for Wednesday September 9, 2015 to make sure everything was completed as desired. Mr. [redacted] received multiple services but only paid for one. Again we apologized for the mistake but let him know that we would not be able to make any other changes. Attached are his invoices for the 3 services.

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.  Note that the agreement clearly shows that the agreement term was for 2 years.  The agreement was emailed to the customer at 4:39pm on 5/11/17 to the email address provided to us by the customer. As a show of good faith we are willing to give the customer 20% off her next service, however, if she would like to discontinue the full early termination fee would still be required.

Thank you for your response.  Note that we do have proof of the agreement being sent on 5/13/16 at 2:00pm.  Note that the first signature on the service agreement clearly states that the service will auto renew according to the frequency of the service.  Specifically it states the following, "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. Please initial"  Mr. [redacted] initialed directly next to this statement acknowledging that he fully understood these terms. This is the same to other services such as a cell phone plan, cable service, etc.  Note that even with these services you cannot post date cancellation and do have to cancel at the end of the agreed upon term. Again, with the size of Edge you will have negative complaints online.  This is to be expected, however, Edge does have more positive reviews online than negative. This is beyond the point however as others reviews have nothing to do with Mr. [redacted] situation. As noted in the initial response we do not have any record of payment that was supposed to be in full, however, as soon as we were aware, the account was taken care of and all changes made so that Mr. [redacted] would not be billed at the time of service.  Again, note that a very large discount was given to Mr. [redacted].  Edge will not be making any changes to Mr. [redacted] account.  Mr. [redacted] also appears to be confused as we are not asking for an additional $300 to cancel. Since he has prepaid we would actually be refunding him $160.98 to cancel the service after deducting $299.97 from the payment already made. As it currently stands, Mr. [redacted] account is still open and active.

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 would like to also clarify some of the items as the customer is incorrect on some of the facts.  [redacted] signed up for service on...

6/6/16.  The first service was later performed on 6/7/16.  Due to some time constraints the interior was not serviced on 6/7/16 but rescheduled for 6/8/16.  Attached is the invoice from 6/8/16 where Edge returned for free.  The invoice was signed by the customer and the invoice indicates the interior areas that were treated. In the complaint the customer states that they were told that the initial two services would include the interior and exterior, however this is not correct.  On the attached service agreement it shows that the first service the interior is included and the regular services are only for the exterior.  This is also in the Edge Welcome Video (http://www.edgepestcontrol.com/welcome-to-edge/) which was shown and sent to the customer. On 7/19/16 [redacted] called and reported some activity with wasps and spiders that she had been seeing.  She asked if we do the interior and exterior each time and it was explained to her that we can do the interior upon request at any time but that typically the regular service only requires us to do the exterior.  A free re-service was set up for [redacted] for 7/21/16 to help with the activity.  Edge Pest Control makes sure to let their customers know that pest control is not an exact science.  The established service plan is what we have found works the best for most customers, however, we provide unlimited free re-services so that in those instances where our schedule is not enough we will return and retreat upon request.   On 7/21/16 the assigned technician that was supposed to go to [redacted]s home had an emergency as what not able to complete his route.  Edge Pest Control tried calling all the customers on this route and reschedule but we were not able to get in touch with [redacted].  A message was left. On 8/1/16 the customer called us back and we rescheduled for 8/4/16.  The customer had requested the interior, however, when he arrived during the scheduled time nobody was home.  He left his number on the door and left a message.On 8/9/16 a customer care specialist called to reschedule that appointment as we had not heard back yet. Both [redacted] and Matt let us know of their frustration that they are still seeing activity.  We let them know that we needed to get out there and reservice the home because of the scheduling issues we havent had the chance to reservice yet.  They refused to allow us to come back. On 8/10/16 she spoke with a manager who explained how the service works.  We even offered to compensate [redacted] for money spent on an over-the-counter product.  During this call [redacted] accepted a free-reservice and we plan on coming tomorrow, 8/11/16.We apologize for any scheduling issues and for any misunderstanding that may have occurred with the service and what each service entails.  We feel the issue has been resolved by providing a free re-service and adding a credit to the customers account. We have let the customer know directly that we will not be able to provide any refund for services already rendered.

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. 
Although I accept the resolution, I am very disappointed in the way the sales person conducted himself when I asked specifically if we could cancel the service at no cost during the contract.  It was my fault that I did not read the contract, but when I specifically ask a question, I except an honest answer, and I did not receive that.  I would never recommend this company to anyone.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:services included were never resolved. You continue to focus on the supposed gophers which we have already resolved on our own again with a method used to remove voles. In addition if you refer to my original complaint we still had several spiders in fact crawling up the sides of the house. I specifically called for wasp nests that were never removed when the service agent came out and in addition we now have more. The technicians excuse was they were to high up. You continue to say we can call but I should not have to call weekly to have you come back out how about you pay for the time I have had to spend trying to resolve the issue. You are not fulfilling your contract you specifically stated it's not an exact science but the number of issues we have now experienced are in direct conflict with your promise to remove spiders and wasps. Again we are going to have to remove the nest on our own. So what exactly are we getting for our money. I refuse to let you treat our house or pay for additional services that are not having impact. I have no fewer spiders this year than last and in fact keep spider spray downstairs for my kids because we still have issues. I hope the Revdex.com looks at all the unhappy customers and realize that this is an ongoing issue with your company. I want this contract canceled as you are not upholding your portion. 
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 and conversations.  Attached is the phone call that Ms. [redacted] had with the manager, [redacted], on 7/16/16.  Ms. [redacted] did a good job of...

explaining the details of the situation.  As mentioned,  Ms. [redacted] was approached by one of our service experts at her home on 7/12/16.  During this interaction Ms. [redacted] agreed to one year of services which includes one initial service and four quarterly services.  Also, as mentioned, service was later performed on 7/13/16 at 12:19pm.  On 7/16/16, as described, Ms. [redacted] called and let us know of her experience on the initial service.  Our Customer Care Specialist offered to return out for a [redacted] services but this was declined.  The call was passed to [redacted], the manager, to take care of further.  As mentioned, [redacted] explained how the service worked and that it can take some time.  As mentioned, he offered to return for [redacted] and lower the price of her services going forward.  In the attached phone conversation Ms. [redacted] agrees to have service on Wednesday 7/20/16 and not on 7/19/16 as indicated in her complaint.  We understand how she would be frustrated if we came on the wrong day, however, this did not occur.  The phone call clearly indicates that the service was scheduled for Wednesday.  Also, [redacted] did state that he would follow up with Ms. [redacted] after the service, however, he made no mention of calling her on Friday 7/22/16.  In his exact words, at the very end of the call, he states, "...and I will call and follow up in 2 weeks after that service.."Attached is also the call from Ms. [redacted] that she made to our office on 7/22/16.  In this call she complains about us coming out on the wrong day (again, this is not true) and explains that because we came on the wrong day that she was not able to show the technician where her issues with wasps were.  She also states that she was irritated that [redacted] did not call her like he said he would (again, he did not state that he would call her on Friday 7/22/16, but rather stated he would call 2 weeks after the service).  Ms. [redacted] asked that she be called the next week as she had a lot going on over the weekend.  [redacted] called on Monday 7/25/16.  In his voice message he was very unsure of what was going on because he did exactly as he told Ms. [redacted] on 7/16/16 and the only misunderstanding was with her not remembering the details of what exactly she agreed to. In the complaint Ms. [redacted] states that [redacted]s only intentions were to keep the account open passed the rescission period.  It is very apparent that this was not what was intended.  On 7/26/16 Ms. [redacted] spoke with [redacted] and stated that she wanted to keep her account open but did not want us to come out.  [redacted] explained that this was not possible.  The agreement states, "If for any reason you are unable to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value."  [redacted] felt that because no mistakes were made on our end with the resolution that he gave Ms. [redacted] that this fee would still be required to be paid.  By not allowing us to service her home, Ms. [redacted] was not able to fulfill the obligation and in return her account was closed.  On 7/27/16 Ms. [redacted] called and agreed to re-open the account.  A service was scheduled for 7/30/16 to re-service the home, as Ms. [redacted] had not been home for the first application that [redacted] had scheduled correctly and her regular service was moved to 8/17/16.As clearly indicated in the complaint Ms. [redacted] is frustrated over a misunderstanding that she caused herself.  We admit that the service expectations could have been set better and differently during the initial interaction, however, since then we have done exactly as we have said we would do.  At this point, we consider this to be resolved and will continue to service Ms. [redacted] home.

Initial Business Response /* (1000, 5, 2015/11/10) */
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 terms of the agreement and the follow up service or first quarterly service...

. As indicated Ms. [redacted] signed up for services on May 2, 2014 with one of our sales representatives. She had signed for two years of services which includes an initial treatment plus eight quarterly treatments. The initial service was scheduled and later performed that same day on May 2, 2015 at 2:00pm. Both the interior and the exterior of Ms. [redacted]'s home were treated. As one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message:
Hi Customer's name, this is ________ with Edge Pest Control, calling to follow up on your initial service and just see how everything went. I hope you were able to watch our welcome video which explains a bit about the service. If not, there is a link to the video in the email you received when you signed up.
Your next paid regular service will be 4 weeks after your initial service and is tentatively schedule for Date of Service. This service is critical to breaking the hatching cycle and controlling any persistent pest activity around your home. After that, we will return every 12 weeks to maintain those pest barriers around your home.
I also wanted to advise you that it is common to see an increase of pest activity between these two services because our products make the nesting areas inhospitable. If the pest activity does not start to decrease after the second service, we would love to come out and service your home again. The great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if needed.
Our phone number is XXX-XXX-XXXX. Thank you for trusting us to take care of you. Have a great day!
On May 15th, 2015 at approximately 4:22pm one of our representatives called to follow up and give the above mentioned message.
Attached is the service agreement for Ms. [redacted]. The service agreement is simple and very clear. A calendar on the service agreement shows multiple payments of 99.99, with the first in May. This is different than the initial service, as the initial service cost was 79.99. The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performed (May). Also, the customer signed the invoice accepting the initial service and details therein. In the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately 1 minute and 10 seconds into the video. We also take numerous steps to make sure that the terms and conditions of the service are clear. The term length of the agreement is very clearly indicated on the first page of the two page service agreement. To ensure that there is no confusion, we require customers to initial once by the term of the agreement, which reads, "This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term." The customer initialed next to this statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I [redacted] authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until Edge Pest Control has received written notice from the authorized parties and has a reasonable opportunity to act on it. I understand this automatic payment will continue to recur for each regular service. I also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occurs. I will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performed. The next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." This statement also indicates that recurring services will be performed. Finally the customer signs stating that they understand all terms outlined in the agreement. Ms. [redacted] signed and initialed next to all mentioned statements.
After Ms. [redacted] signed up for services, a copy of her service agreement, along with a link to the welcome video (http://www.edgepestcontrol.com/welcome-to-edge/) was sent to the email address she provided to us ([redacted]@gmail.com).
On May 29th, 2015 at 3:11pm Ms. [redacted] called with questions regarding her service. She wanted to know if the service was effective in the rain, which it was explained that it is, due to the chemical makeup of the product, she asked about her payments and it was explained that the second service, 4 weeks after the initial, is a paid service. During this conversation, the customer care specialist that she spoke to did say that payment could be postponed to June 6th. As service had already been provided at 12:05pm and because Ms. [redacted] was on our auto pay system, the payment had already tried to be processed and later went through on June 3rd. This was a mistake by the customer care specialist in stating that the payment could be postponed. Payments can be postponed up to 30 days after the service, but only if the request to postpone is made prior to service being performed.
On June 15th, 2015 Ms. [redacted] called with some dissatisfaction with the service. A free re-service was set up for June 17th and performed on that day at approximately 8:00pm. This was a free service and Ms. [redacted] was not charged for this service prior or after the service.
On August 28th, 2015 at 2:00pm Ms. [redacted]'s home was serviced for her second regular service (12 weeks from the May 29th service). The service specialist treated both the interior and exterior of her home as indicated on the invoice. As mentioned previously, all invoices track product usage as well as state where the product was applied. For this particular service 4 gallons of our liquid spray was used to treat the foundation, around doors and windows and other exterior areas, 1 gallon was used on interior areas, and 1.5 pounds of a granulation was used in the lawn and landscape areas. Please see attached invoice.
Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms of the service agreement are fully understood. Additionally, Edge Pest Control abides by all state and federal laws that require us to provide a right or recession period of 3 days after signing up. This period allows consumers to review terms of their service agreement and contact the company if anything is not understood fully. Because of the mistake by our customer care department is stating that payment could be postponed we are willing to credit her account with us the amount of any overdraft fees if she contacts us letting us know this amount. Unfortunately, we will not waive any early termination fees if she desires to cancel the services.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business.
Final Consumer Response /* (4200, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm disappointed that Edge Pest Control is not willing to negotiate a satisfactory resolution. They seem unwilling to even consider other options.
I'm a bit surprised that they aren't trying to keep me as a customer, but why should they? They'll get their money even if I decide to cancel my contract. However, what if I decide not to cancel the contract? They don't seem to care how I feel about their company and services. As long as they get their money, they're happy. I get the impression that the customer's satisfaction doesn't really matter.
Despite their claim on their website that they work hard to meet and exceed expectations, I don't feel that they have done so with regards to the services they provided for my home. In the past, I did not monitored the technician to ensure I was receiving the services that were supposed to be provided under the contract. That will change for all future services.
I think potential customers need to be beware of Edge Pest Control's aggressive sales tactics and the misrepresentation of services. Based on other claims on the Revdex.com site, mine is not an isolated complaint. Others have made the same claim of aggressive salesmen and misunderstood services. I did watch the welcome video and I visited their website. It wasn't until the second service, 2 weeks later, that I would learn there was a misunderstanding and that other issues would arise.
I appreciate the offer to reimbursement the overdraft fee. However, I can not accept that offer if it means I have to accept the business's resolution.
At this point in my life, I should have learned to not be friendly to the solicitors who come to my door. I should have been able to stand my ground and not buckle under sales pressure tactics, but I wasn't. Thank you, Edge Pest Control, for the rude awakening and hard life lesson.
Final Business Response /* (4000, 13, 2015/11/30) */
Thank you for your response. Unfortunately, as mentioned previously, no further changes will be made. In regards to Ms. [redacted]'s response some things need to be made clear. As mentioned in the original response, Ms. [redacted] was serviced on May 2, 2015 and again on May 29, 2015, 4 weeks after the initial service, not 2 weeks. In the sales industry, many salesman can be "pushy". This is the nature of their job as they are paid 100% commission. In no way did the salesman lie or the company deceive. If anything, it was the complete opposite of that. Ms. [redacted] agreed to service out of her own free will and choice. Once again, we are willing to credit her account with us the amount of any overdraft fees if she contacts us letting us know this amount., however, no other changes will be made. Free re-services are offered to her and all customers as part of this service plan and we are more than willing to come back out, upon request, if Ms. [redacted] does not feel the service is up to her standards of satisfaction. We are willing to anything reasonable to keep Ms. [redacted] as a customer. At this point, we do not feel any further changes are reasonable, but are willing to look into other options if Ms. [redacted] has any request. We have offered free re-services in regards to her dissatisfaction and offered to credit her account the amount of the overdraft fee for the confusion with payment being postponed. However, Edge Pest Control will not take responsibility for Ms. [redacted]'s service agreement. As an accredited business in the Revdex.com realm, we stand by our "A" rating and encourage all to read the details of each complaint as all will then understand the rating and the minimal mistakes made.

Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the term length of the agreement. As indicated Mr. [redacted] signed up for services on May 20, 2015 with one of our most seasoned sales...

representatives that has been with the company since 2011.He had signed for two years of services which includes an initial treatment plus eight quarterly treatments. There is a total of 5 services the first year and 4 services the following year. The initial service was scheduled and later performed that same day on May 20, 2015 at 8:16pm. Both the interior and the exterior of Mr. [redacted]'s home were treated. As one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message:
Hi Customer's name, this is ________ with Edge Pest Control, calling to follow up on your initial service and just see how everything went. I hope you were able to watch our welcome video which explains a bit about the service. If not, there is a link to the video in the email you received when you signed up.
Your next paid regular service will be 4 weeks after your initial service and is tentatively schedule for Date of Service. This service is critical to breaking the hatching cycle and controlling any persistent pest activity around your home. After that, we will return every 12 weeks to maintain those pest barriers around your home.
I also wanted to advise you that it is common to see an increase of pest activity between these two services because our products make the nesting areas inhospitable. If the pest activity does not start to decrease after the second service, we would love to come out and service your home again. The great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if needed.
Our phone number is 303-935-3343. Thank you for trusting us to take care of you. Have a great day!
On May 27, 2015 at approximately 1:30pm one of our representatives called to follow up and left the above mentioned message. At this time, Mr [redacted] called back indicated that he thought it was "way too involved for pest control" and wanted to cancel. [redacted] explained the service to him further and what it included. Mr. [redacted] stated that he thought Edge Pest Control was deceptive. [redacted] explained the cancellation policy and told him if he does decide to cancel that he would need to call in and speak with an account manager.
On May 28, 2015 at approximately 11:40am Mr. [redacted] called and asked to speak to the billing department. One of our representatives pulled up the account and asked how he could help. Just as the representative did before, we explained the terms of the agreement and told Mr. [redacted] that we could not make any changes to the agreed upon services. Mr. [redacted] asked to speak to a manager and was then connected to Josh. Mr. [redacted] again explained the issue and stated that he thought it was deceptive in how sale was presented. Josh pointed out that the agreement is emailed the same day that they sign up. Customer stated that he disagrees and hopes that we sue him as he will be cancelling his credit card etc. Josh gave him any additional information he requested and closed out the account with the early termination fee.
On June 2, 2015 at approximately 1:00pm Mr. [redacted] called asking about his balance and if we could lower the early termination fee. Our customer care specialist connected him with [redacted], another manager, to speak about the account. Mr. [redacted] explained the situation and asked if the fee could be lowered. The account manager let him know that we would not be able to lower the fee, however, offered to split the fee up into monthly payments instead. Mr. [redacted] stated that he was a millionaire and would pay us and stated that we could all "F[redacted] off" and that we are all "F[redacted] ss". The customer continues to use vulgar language and puts down the company and its marketing practices. The customer continued to threaten the account manager and the company stating that he hopes we all "f[redacted]-off and die". He continues by stating he will be performing voodoo to the check he uses to pay us. The account manager asks if he was finished with the vulgar language and Mr. [redacted] responds by stating that he is not and could go on longer. The account manager reminds Mr. [redacted] that all phone calls are recorded. After the language and threats continue for another couple of minutes the account manager lets Mr. [redacted] know of the balance and that the account is cancelled.
Attached is the service agreement for Mr. [redacted]. The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performed. Also, the customer signed the invoice accepting it and the information therein. As indicated previously, when a customer signs up for services, an email with the agreement and link to a welcome video is sent to the customer. In the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately 1 minute and 10 seconds into the video. We also take numerous steps to make sure that the terms and conditions of the service are clear. The term length of the agreement is very clearly indicated on the first page of the two page service agreement. To ensure that there is no confusion, we require customers to initial once by the term of the agreement, which reads, "This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term." The customer initialed next to this statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I [redacted] and [redacted] authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until Edge Pest Control has received written notice from the authorized parties and has a reasonable opportunity to act on it. I understand this automatic payment will continue to recur for each regular service. I also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occurs. I will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performed. The next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." This statement also indicates that recurring services will be performed. Finally the customer signs stating that they understand all terms outlined in the agreement. Mr. [redacted] signed and initialed next to all mentioned statements.
After Mr. [redacted] 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 ([redacted][email protected]). Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understood. Additionally, Edge Pest Control abides by all state and federal laws that require us to provide a right of rescission period of 3 days after signing up. This period allows consumers to review terms of their service agreement and contact the company if anything is not understood fully. We 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 Mr. [redacted]'s agreement to our lowest term of one year and complete four more services. However, 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.

Final Consumer Response /[redacted]/
Cameron Jacobson
EDGE Pest Control
Director of Customer Relations
866.529.0864 ext.1041
Has contacted me and has resolved the issue by voiding the bogus contract.
THANK YOU FOR YOUR HELP! God Bless you.

Revdex.com:  I did speak with Edge today and I asked them to remove my checking account information and no longer make direct  withdrawals from my account.  I will continue to use their services but I will mail them a check myself.  I don't like their policies and their excuse that it was my emails fault.  I checked and had no emails in my spam file and it is not the customer's problem if their system can't send emails to [redacted].  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for sharing your concern with us.  We have looked at the invoice for the 7/26 service and do not see any claims that are untrue on there.  Note that it does state that he treated the home with 5.22 gallons of product.  No claims were made that webs were removed.  Note...

that we do sweep the eaves of the home where both spiders or wasps could reside. On 7/29 we sent out the manager and the customer noted on the invoice that he was "very satisfied".  Edge offers unlimited free re-services if any additional treatments are ever needed.  We do not claim to be perfect but do strive for perfection.  Unfortunately, we are not going to be able to refund or let the customer out of the service agreement but are more than willing to return as much as needed when issues arise in between the regular scheduled visits.

Thank you for your response.  Once again, as can be clearly understood from the previous phone conversations that were provided, the service expert never guaranteed the catching of a mole. The customer did indeed receive 2 weeks of service as stated in our original response.  Service was performed on the following dates: 5/17/17, 5/19/17, 5/22/17, 5/24/17, 5/26/17, 5/30/17 and 6/12/17. The last service was performed 3 1/2 weeks after the initial service, giving the customer service for more than was originally agreed upon.  Please refer to the initial response that explains the service that was set up and the services rendered.  The customer received the service that they signed up for, even coming out after the two weeks that the customer did sign up for.  the customer did not sign up for any additional service beyond the first two weeks. Note that the traps were not removed as we had told the customer that she could sign up for an additional service if she would like us to continue to treat for the moles and then the complaint was filed.  A representative will be sent out to retrieve the traps.  We apologize for any confusion with the service.

Complaint: [redacted]
I am rejecting this response because: company promised they had superior pest control chemicals. Our previous provider got rid of more bugs at much less the price. Edge does not have superior products as promised. They also were suppose to spray our lawn and did not do so. Lots of promises but poor service. Edge Pest Control should cancel our service and cancelation charges due to poor 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 cancellation policy of the service agreement.  As indicated, the [redacted], signed up for services on August 12, 2015 with...

one of our sales represntatives. They had signed for one year of services which includes an initial treatment plus four quarterly treatments. There is a total of 5 services the first year.  The initial service was scheduled and later performed the next day on August 13, 2015 at 5:10pm. Both the interior and the exterior of the [redacted] home were treated. As one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our  customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message: Hi Customer's name, this is ________ with Edge Pest Control, calling to follow up on your initial service and just see how everything went.  I hope you were able to watch our welcome video which explains a bit about the service.  If not, there is a link to the video in the email you received when you signed up. Your next paid regular service will be 4 weeks after your initial service and is tentatively schedule for Date of Service. This service is critical to breaking the hatching cycle and controlling any persistent pest activity around your home. After that, we will return every 12 weeks to maintain those pest barriers around your home. I also wanted to advise you that it is common to see an increase of pest activity between these two services because our products make the nesting areas inhospitable.  If the pest activity does not start to decrease after the second service, we would love to come out and service your home again.  The great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if needed. Our phone number is 801-569-3343.  Thank you for trusting us to take care of you.  Have a great day! At the end of August one of our representatives called to follow up and give the above mentioned message. On September 8, 2015 at 11:30am and again at 11:41am we had attempted to call the [redacted] to inform them that their next service would be on 9/10/15.  On September 10, 2015 our service specialist had provided the full service and we then received a call from Mrs. [redacted] stating that she was concerned because they have dogs.  At no time did she state that the dogs had been released from the yard as indicated in the complaint.  Is indicated in the complaint, she did state that numbers that are unrecognizable can be blocked.  Attached is the phone call and Mrs. [redacted] did not provide another number at this time.  On December 1, 2015 we called at 11:32am and 11:44am informing the [redacted] that we would be coming to provide service on 12/3/15.  As stated in the last conversation, we told Mrs. [redacted] that if we did arrive and they were not home we would not perform the service.  December 3, 2015 came and service was not performed.On December 5, 2015 we called to reschedule, but received not answer and not call back from the [redacted].  On December 12, 2015 we tried going to their home again to see if we could catch them and perform service.  Maintaining the established schedule is extremely important in controlling pest activity.  Nobody was home and service was not performed.On December 21, 2015 and again on December 29, 2015 we tried going to their home again to see if we could catch them and perform service. Again, nobody was home.   On December 31, 2015 we cancelled the [redacted] account as it was now nearly 1 month after the date that it was originally supposed to be performed and we had not received any call to the office to reschedule. In the complaint, they state that they have not cancelled the service.  The service agreement states, "If for any reason you are unable to fulfill the obligation associated with the service types in this agreement, you will be required to pay 50% of the remaining contract value".  Because many attempts have been made to service their home and we have not been able to contact them or catch them at home, and because they do not want service to be performed without them confirming the service or being home, we have cancelled their account.  We are more than willing to reopen the account and get them serviced this month, however, if we are not able to the early termination fee would apply. Since receiving this complaint, we have again attempted to go over on 1/11/15 and again the customer was not home, and again, we did not perform service as they wished.  Again, we are more than willing to continue service, with the cooperation of the [redacted] in allowing us to service and providing us access.  If this cannot be done, the early termination fee of $164.99 would remain and if not paid, this would be sent to a collections agency.

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Address: 554 W 8360 S, Sandy, Utah, United States, 84070-6440

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