Frontline Pest Professionals

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have received your complaint from the Revdex.com and are surprised that you felt the need to file one against usWe credited your account back on July 29th for the amount in question and your account has been closedWe feel it is very unfair to complain against our company when we have already done
what you have requested, even when you did not give the proper day cancelation noticeI have attached a screen shot show your account with a $balance and the date we credited the last balance amountPlease close this complaint immediatelyThank you,*** ***Frontline Pest Professionals

Dear [redacted],I apologize for the frustration you have had with the way your account has been handled. [redacted] is on his way to your home right now to take care of you and help you in any way he can. He will be there in about 30 minutes. Thank you,[redacted]Frontline Pest Professionals

Mr [redacted],
I want to express my apologies for the situation at hand. Although I am not directly involved, I have read your complaint and the notes of your communications with our office staff. It seems that there was a misunderstanding that this was a service agreement that you had signed, not an...

intentional act of deceit by our sales rep. As a company that has been in business for over a dozen years we know that the only way to be successful and create long-term customers is by being upfront and honest with our customers and doing the best service we know how. We would never intentionally mislead or misrepresent what we do or how we do it.
With that being said, we would like to offer you a full refund of $175.00 back to your credit card on the condition that you close this complaint as resolved. Once we hear from the Revdex.com that this complaint has been resolved and closed, we will credit the charges back to your credit card. Please note, it could take 5-7 business days from when we refund it to when it shows back up in your account. Thank you,
[redacted]
Frontline Pest Professionals

Dear [redacted],This letter is being written as part of the complaint resolution process of the Revdex.com.After reviewing your letter, we feel this complaint is unfair. First off, I was the one who set you up with the service over the phone, and never in my 8 years of doing this have I told...

anyone that we would return service fees if they are not satisfied. We do guarentee against roaches and provide unlimited, free re-services as a warranty, but you were never told we would refund money. In the notes in your account I see that just yesterday (1/23/14) you spoke with our Branch Manager and set up a time to come treat inside for the roaches. During this conversation it was noted that you had never properly prepared the inside of the home by cleaning out the cabinets as we had repeatedly requested over the first few months of your service. This is an absolute necessary step in getting rid of a roach problem, but you declined to follow the advice of the pest professionals and so we were never able to properly and thoroughly treat the full kitchen area where the roaches were. I have included a screen shot of these notes for your reference. I have also included a copy of the contract. Frontline has been very accomodating to your requests since you started service with us. You originally signed a contract to receive service every 2 months, but later called in and requested it be changed to service every 3 months. This we did, and without a price change, even though service every 3 months is typically more expensive for the customer. When we came out and did the outside service when you were not home, we came back and did the inside immediately at your request. Again, Frontline feels this complaint is unfair and unwarranted, but as an act of good faith we are willing to approve your request to cancel the service with no cancel fees. Please mark this complaint as resolved to your satisfaction and your account with Frontline will be closed. Thank you,[redacted]Frontline Pest Professionals.

Mr [redacted],

I want to express my apologies for the situation at hand. Although I am not directly involved, I have read your complaint and the notes of your communications with our office staff. It seems that there was a misunderstanding that this was a service agreement that you had...

signed, not an intentional act of deceit by our sales rep. As a company that has been in business for over a dozen years we know that the only way to be successful and create long-term customers is by being upfront and honest with our customers and doing the best service we know how. We would never intentionally mislead or misrepresent what we do or how we do it.

With that being said, we would like to offer you a full refund of $175.00 back to your credit card on the condition that you close this complaint as resolved. Once we hear from the Revdex.com that this complaint has been resolved and closed, we will credit the charges back to your credit card. Please note, it could take 5-7 business days from when we refund it to when it shows back up in your account. Thank you,

Frontline Pest Professionals

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We are responding to your complaint as part of the resolution process with the Revdex.com.
 I am happy to have had the opportunity to speak with  Mr. [redacted] earlier this week and for him to allow me to get his service scheduled and also completed. I apologize for any...

previous issues that transpired or any lapse in communication that may have occurred in regards to getting this service scheduled. Thank you for your business.

We have received your complaint from the Revdex.com and are surprised that you felt the need to file one against us. We credited your account back on July 29th for the amount in question and your account has been closed. We feel it is very unfair to complain against our company when we have already done...

what you have requested, even when you did not give the proper 30 day cancelation notice. I have attached a screen shot show your account with a $0 balance and the date we credited the last balance amount. Please close this complaint immediately. Thank you,[redacted]Frontline Pest Professionals

[redacted],This letter is being submitted as the official response to your Revdex.com complaint and is part of the resolution process.We are sorry that your experience with Frontline was not satisfactory. We train our salesman to teach new customers that it is normal, even expected, to see an...

increase in bug activity after the initial service. This is simply because we flush the bugs out from their hiding places and they try to run away from our products. According to you, that information was never shared and we apologize for that.I would like to clear up a couple things about the contract you signed. For one, there is no 30 day period where you can cancel before the contract becomes binding. The contract became binding when you signed it. Maybe you were thinking of our cancelation policy after the contract period is up, in which we require a 30 day, written notice of cancelation. Also, we do provide unlimited, free re-services for our customers, but the contract specifically states that these re-services are available only after the 2nd service. The $360 balance (80% of the remaining contract value) on your account is the result of canceling the contract before fulfilling the minimum obligation that you agreed to.I have attached a copy of your contract for your review. As a gesture of goodwill we have decided to credit your account and take you out of the collections process. We hope this will close your complaint and complete the resolution process. Thank you,[redacted]Frontline Exterminating

In regards to Mr. [redacted] complaint: The company that had recently sent out this collection notice did so in error and we do apologize, this is a third party company that we utilize for certain billing needs. There is no balance on Mr. [redacted] account with us and his account is in...

fact inactive. We do apologize for the confusion.

Dear [redacted],This letter is being written as part of the complaint resolution process of the Revdex.com.After reviewing your letter, we feel this complaint is unfair. First off, I was the one who set you up with the service over the phone, and never in my 8 years of doing this have I told...

anyone that we would return service fees if they are not satisfied. We do guarentee against roaches and provide unlimited, free re-services as a warranty, but you were never told we would refund money. In the notes in your account I see that just yesterday (1/23/14) you spoke with our Branch Manager and set up a time to come treat inside for the roaches. During this conversation it was noted that you had never properly prepared the inside of the home by cleaning out the cabinets as we had repeatedly requested over the first few months of your service. This is an absolute necessary step in getting rid of a roach problem, but you declined to follow the advice of the pest professionals and so we were never able to properly and thoroughly treat the full kitchen area where the roaches were. I have included a screen shot of these notes for your reference. I have also included a copy of the contract. Frontline has been very accomodating to your requests since you started service with us. You originally signed a contract to receive service every 2 months, but later called in and requested it be changed to service every 3 months. This we did, and without a price change, even though service every 3 months is typically more expensive for the customer. When we came out and did the outside service when you were not home, we came back and did the inside immediately at your request. Again, Frontline feels this complaint is unfair and unwarranted, but as an act of good faith we are willing to approve your request to cancel the service with no cancel fees. Please mark this complaint as resolved to your satisfaction and your account with Frontline will be closed. Thank you,[redacted]Frontline Pest Professionals.

To whom it may concern,After reviewing this complaint and reviewing this customer's account and what transpired, I had no problem meeting this customer's request.  After looking into the situation, there were a combination of factors that led to this complaint that would lead to...

anyone's reasonable frustration.  I did personally call this customer and apologize and explained that she was not at fault for anything and that her request of having any balance on her account cleared would be met.  We never actually charged a credit card or a bank account for services.  All changes necessary to remove her from our billing for this service has been completed.  This was a rare instance where a combination of circumstances led to some misunderstandings and unfortunately to an upset customer.  As a business, we are always devastated when we lose a customer over something that was completely preventable on our end.  We recognize that we do not have a successful business without happy customers and unfortunately, this was not displayed for this particular individual.  We hope that this resolves the extent of her grievances.If there is anything else required to settle this dispute, please let us know.  Again, we apologize for the inconvenience this has caused to this customer.  After speaking with this customer, I was glad to see that she was happy that we would meet her request without resistance.  Best,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until 14 Mar 2014 for the business to perform this action and, if it does, will consider this complaint resolved.  I would like to receive some sort of documentation indicating the action offered by the company has been completed.

Regards,

Dear [redacted],

This email is being sent as part of the Revdex.com's complaint resolution process.

After reading your complaint and looking into your account, I have credited the $90 balance and taken you out of collections. However, Jen was right in telling you when you could or couldn't...

cancel. The contract is not for a one year time period, but in your case, for 5 services. If there are no delays, reschedulings, or skipping of any of the services then the time period is about one year for the 5 services. But, if there is a delay in service for any reason then the contract would extend past the one year time period in order to complete the 5 services. It looks like we ended up servicing your home 6 times (only once after your 5-service contract had ended) and only charged you for 4 of those services. At any rate, the balance has been cleared, the account has been closed, and you are no longer in collections. I hope these actions will resolve the complaint to your satisfaction. Thank you,

Frontline Pest Professionals

[redacted],This letter is being submitted as the official response to your Revdex.com complaint and is part of the resolution process.We are sorry that your experience with Frontline was not satisfactory. We train our salesman to teach new customers that it is normal, even expected, to see an...

increase in bug activity after the initial service. This is simply because we flush the bugs out from their hiding places and they try to run away from our products. According to you, that information was never shared and we apologize for that.I would like to clear up a couple things about the contract you signed. For one, there is no 30 day period where you can cancel before the contract becomes binding. The contract became binding when you signed it. Maybe you were thinking of our cancelation policy after the contract period is up, in which we require a 30 day, written notice of cancelation. Also, we do provide unlimited, free re-services for our customers, but the contract specifically states that these re-services are available only after the 2nd service. The $360 balance (80% of the remaining contract value) on your account is the result of canceling the contract before fulfilling the minimum obligation that you agreed to.I have attached a copy of your contract for your review. As a gesture of goodwill we have decided to credit your account and take you out of the collections process. We hope this will close your complaint and complete the resolution process. Thank you,[redacted]Frontline Exterminating

Mr [redacted],

I want to express my apologies for the situation at hand. Although I am not directly involved, I have read your complaint and the notes of your communications with our office staff. It seems that there was a misunderstanding that this was a service agreement that you had...

signed, not an intentional act of deceit by our sales rep. As a company that has been in business for over a dozen years we know that the only way to be successful and create long-term customers is by being upfront and honest with our customers and doing the best service we know how. We would never intentionally mislead or misrepresent what we do or how we do it.

With that being said, we would like to offer you a full refund of $175.00 back to your credit card on the condition that you close this complaint as resolved. Once we hear from the Revdex.com that this complaint has been resolved and closed, we will credit the charges back to your credit card. Please note, it could take 5-7 business days from when we refund it to when it shows back up in your account. Thank you,

Frontline Pest Professionals

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

I would like to extend my heartfelt gratitude to your organization for providing an immediate settlement to resolve this complaints. Thank You So Much!

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,