Ehrlich Pest Control

Background:This customer initiated a residential pest maintenance service with our company in 2015. The first service was performed on 09/09/2015. This service involves the customer paying a monthly fee. By paying the monthly fee the customer would receive regular scheduled preventive service visits 3 times per year (approx every 4 months). In addition, the customer would receive unlimited service visits as needed for covered pests in between. These are at no extra cost. The customer cancelled his service on 09/18/19 stating he was moving.The customer states that he is owed a refund for money that he paid within the same month he cancelled his service. He claims he was billed after he cancelled the service. The customer made payment via EFT on 09/10/19 before he cancelled on 09/18/19. In addition, the customer called for and received a service visit in September, the same month he cancelled. Technically he should be responsible for the September bill since he received a service visit that month. Out of good faith, we will be issuing a refund for that month in the amount of $52.47. The customer also states in his statement that "I also paid for service for 4 years and every time I called for an issue nothing was done" and also stating "I would like a partial refund for the service I never received. I would also like my refund from the time I cancelled the service." In addition to providing this customer his guaranteed 3 service visits per year over the 4 year period from Sept 2015-Sept 2019, he has also called for and received an additional 14 service visits at no additional cost over the 4 year period for a total of 26 service visits. This flies in the face of his statement "every time I called for service nothing was done." We have copies of the service reports in our system with signatures for the vast majority of these service visits. These were either signed by the customer or his wife/significant other. Those without signatures would generally be exterior only services where the customer was not home. In addition, we have notes documented in our system when we took his cancellation call that he said that he is moving and he will call us when he moves into his new house. If the customer was so unhappy with the service, why would he state this? Also, why would he keep the service for 4 years if he felt he wasn't getting what he paid for?We are willing out of good faith to refund the Sept. 2019 monthly payment of $52.47 and that is all. We have initiated the refund in our system. If this complaint is closed, we would like it re-opened. Please let me know if you have any questions.

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