Five Star Termite and Pest Control

Five Star Termite & Pest Control LLCCalifornia Ave.Wahiawa, HI 96786Dear Revdex.com Serving Hawaii,My name is *** ***, General Manager of Five Star Termite & Pest ControlFive Star Termite & PestControl is writing you a letter in response to a complaint that was
submitted on 03/01/with theassigned ID of ***The complaint was from *** *** at *** *** *** *** ** ***.This customer signed up for Rodent Exclusion services for us that was started on December 11th, 2017.Five Star Termite & Pest Control did the service successfully, and during the service one of thetechnicians slid the dishwasher out so we were able to do our jobs and plug rodent holes in the back ofher kitchen (which all of this was previously explained to the customer during the initial inspection).During this time one of our technicians *** noticed a small pre-existing leak in the bottom of thedishwasher*** *** then calls us and claims that we were the cause of making her dishwasherleakWe told her we noticed the leak, but we are not a plumbing company so we decided not to getinvolved in a field that we were not experts lnWe came on December 13th and looked under thedishwasher without moving it, and saw the leak was coming from a metal pipe that was connected tothe dishwasher that was inches off the groundThe metal pipe had no holes on it, and it seemed thatthe attachment from the pipe to the dishwasher was loose that was causing the leakSince the leak wascoming from a strong metal pipe not even *** the ground, there was no way this leak could havebeen caused by Five Star Termite & Pest Control sliding the dishwasher outHowever, *** *** wasupset and demand we take responsibility for a pre-existing dishwasher leak in which she has no proofwas caused by us.In our contract terms and conditions that the customer signed and read, it states "In no way, implied orotherwise, Is Five Star Termite and Pest Control liable for personal injuries or damage to persons,property, birds, animals, vegetation, or any other damages whatsoever, including consequential andincidental damages arising from this service"*** then claims she fixed the dish washer leak herselfeven and she said it was an easy fix.Five Star Termite & Pest Control then proceeded to do the rodent services for her home on December13th 2017, December 17th 2017, December 20th 2017, January 3rd, 2018, January 5th 2018, and January26th All of these services were done free of charge to the customer, keeping in mind that theseservice costs were covered by the companyDuring these services we successfully sealed all entrypoints in and around the home, which fixed the rodent entry problemsWe also caught and disposed ofthree rats in her attic.However, even after the dishwasher leak was fixed, *** was still upset and claimed her floor was"ruined" by the dishwasher leak*** and I decided to set a meeting with her on February 8th, 2018to meet with her to address her concerns, to look at her floor, and possibly come up with a compromise.***, ***, and I met on this day, and we noticed right away her floor was perfectly fineShe thenadmitted that her floor is perfectly ok and she was just upset over the initial dishwasher leak***and tried to re-explain to her why we had to move the dish washer In order to do our jobs***showed no interest In communicating with us or trying to address her concerns with us In a mutuallyrespected manner*** was yelling the entire time at us, without even giving us a chance to talk toher and insisting on getting a full refund as the only solution*** and I tried to get her to staybecause we are committed to taking care of our customers and we wanted to help herWhile walkingaway, *** kept on interrupting us and just screamed she wanted her money back, then decided toleave the house and said "I'm going to complain about you to everyone if you don't give me my moneyback"*** *** is the one who decided to willingly walk away on her own when we were trying tocome up with a fair solution to her concerns.In the end, we feel that we completed our job assignment successfully and that we eradicated therodent problem as we quoted herWe also feel that we have re-serviced the property in a way that isunprecedented In the short amount of time that was required to complete the jobWe are deeplyconcerned and passionate about our customer's complaints and concernsAt Five Star Termite & PestControl, we strive to treat our customer's with respect and dignity, and we expect the same in return.However, in this particular situation, we felt that the customer *** *** was not respectful and notappreciative of all our hard work, and that her main concern was to solve the rat problem the with thelowest cost possible (*** also mentioned she tried solving the rodent problem herself prior to ourservice}We received a negative review on Yelp from *** *** on February 22"d, 2018, in which wedid not respond to because we feel like customers are free to express their opinions and review thecompany from their perspectives.Overall Five Star Termite & Pest Control did everything we could to ensure this customer was happy, but*** *** is the one who wasn't willing to communicate to us, and literally walked out on us whenwe were trying to assist herThank you for taking the time to read the company's response to thiscomplaintWe appreciate all the Revdex.com does for our island and our communitiesgloballyWe will keep working towards a better customer satisfaction and overall superior qualityservicePlease feel free to call me at my phone number 808-744-to address any further concernsregarding this manner or to simply answer any questions you may haveThank you.Sincerely,*** ***General Manager