Frontline Pest Professionals

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.

Mr. [redacted]
First and foremost, I want to apologize for your experience.  A third party company that Frontline utilizes to contact customers who have an unpaid balance with us has sent out collection notices in error. You do not have any type of balance on your account...

with us, nor will any information of yours be submitted to a collection agency or go against your credit score from Frontline Pest. There were also no services performed on your property since April 2, 2015.Again, I do apologize for this error and any confusion that this has caused and I am glad to have had the opportunity to speak with you today in regards to this error. Thank you.Frontline

[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,

[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 the business performs this action and, if it does, will consider this complaint resolved.

Regards,

[redacted],

Everything you have requested to close the complaint has been done. We credited the $90 and cleared out your balance. We closed your account and have not contacted you. After your latest comment I personally contacted the company that does collections for us and made sure their records were up to date and that you were to not be contacted by them anymore. We have made every effort to help you in this case and hope you will accept that as satisfactory. Thank you,

Frontline Pest Professionals

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],It was a pleasure speaking with you today. Again, I apologize for any frustration that we caused with the lack of communication between you and one of our customer service representatives. Per our conversation, I am going to put a $79 credit on your account and [redacted] will be calling...

you to set up a free re-service. Please don't hesitate to call us again if you have any problems or need to schedule service at a specific time. Our number is ###-###-#### and just press "2" for customer service. Thank you for being a valued customer and have a great day,[redacted]Frontline

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

Review: In July of 2013, I cancelled my service contract via email (as directed by Frontline Receptionist). On September 20th, Frontline deducted the service fee from my bank account. I phoned their office about the deduction on September 23 and was told that the office manager would call me back about a resolution. She never returned my call. I phoned again on the 24th of September and was told, again, that the office manager would return my call as the agent could not offer any assistance. She did not return my call. I phoned the office again on September 24th and spoke with the office manager. She requested I resend the email in which I had requested that the service be cancelled. I sent it and did not hear from her about a resolution. I have been calling regularly with no resolution. I haven't spoken with the office manager again (she is never available), the agent that I have spoken with cannot offer any assistance and they still refuse to return the money that they deducted from my account without authorization.

Business

Response:

Dear [redacted]

We are writing this email as part of the resolution process of the Revdex.com.

Frontline would like to apologize for the frustrating situation with your account. After looking at your account, we think it is fair to say that you canceled your service in July, and did so through the proper channels. We apologize for any miscommunication with this process, and have closed your account and issued a refund for the September service charge of $79. We hope this resolution is satisfactory and that you will consider this case resolved and closed with the Revdex.com. Thank you,

Frontline Pest Professionals

Review: The Baltimore office came to my neighborhood and got a 7 visit contract signed with my wife in August 2012. They were supposed to treat every other month. We didn't hear from Frontline again until November 2012 at which time our contract was given to the Manassas Va office. They sent an email saying they were coming out, there was never the call ahead that the email stated. I exchanged emails with [redacted] Bookout and told her I didn't want anyone coming out. They had already missed the mark for "every other month' and what they did in August did nothing. They came anyway, documented that they treated, though there was no evidence anything was put on yard or porch. In August it was clear something was dispersed.

In January 2013 another scheduled service was emailed out. The service and contract were cancelled due to allergy issues our newborn was experiencing. An email from [redacted] was sent to me stating the contract was cancelled and that we wouldn't' be billed. A few days later, we were in fact billed. Attempts to contact [redacted] received no response. We had to file a charge-back through our bank. The bank investigated and deemed our claim accurate and awarded the money back. We also had Frontline flagged on our account for no longer being authorized for charges.

On 10/28/2013 our bank notifies us that Frontline attempted to twice to capture funds from our account. We have not had contact with Frontline since January 2013. I'm very mad that the company made an unauthorized attempt to get money from my account. This Manassas Va branch should seriously be investigated for these activities. I'd have to think trying to pull funds under these circumstances is illegal.Desired Settlement: I'd like several.

-stop contacting me and stop trying ot hit my account

-Company investigated for these practices.

-employees doing this should be reprimanded.

Business

Response:

Dear [redacted],

This message is being sent in response to your complaint to the Revdex.com and as part of the resolution process.

We apologize for any inconvenience or unneccesary hardship that you have experienced. After looking at your account I could not find where we have tried to charge you recently. I show that your account was canceled in January 2013. We completed a service in January 2013 and tried to charge your account but the payment was labeled as a chargeback, which coincides with what you said concerning you stopping the payment through your bank. In February 2013 we put a credit on the account to pay off the balance from the January service. Since February you have not had a balance on your account, and therefore our system would not have tried to process a payment. I would double check with your bank to make sure it was Frontline that tried to run a payment on your account recently. I have attached a screen shot of your account for reference. Note the bottom right of the screen where it says "cancel date". Also, in the middle in the service and payment history you can see that we put a credit memo (CM) on your account in February to pay off your balance. In the notes in your account it shows we have not had any correspondence with you since January 8th, 2013 when we confirmed the cancelation of your account.

We will continue to investigate this matter and if we do find any errors or negligence on the part of our employees or our systems we will certainly handle it internally. Your account has been canceled for 9 months now and we have not contacted you recently, nor do we plan to. We hope this will satisfy your resolution request and that you will close this complaint. Thank you,

Frontline Pest Professionals

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Because my original complaint hasn't been addressed, the company just denied it. I opened the complaint that this company has repeatedly tried to pull money form my account. Once in Jan 2013 after sending an email saying they weren't going to and that our contract was cancelled. The in Oct 2013 there were 2 more attempts.

All that has been done so far was the company rep saying they didn't have record of it. I'm actually not sure why it was marked as closed since there was no confirmation from me. I never recieved anything from the company and had to come back and ask the Revdex.com why it was resolved. In response to the company rep's claim they didn't attempt to pull funds I provided the documentation requested by the Revdex.com.

Regards,

Business

Response:

Mr. [redacted],

After further investigation we can still not find any evidence of Frontline trying to withdraw any funds from your account in October 2013. We have looked through our credit card/ach report, our payment register, and even contacted the company that hosts our payments. We do not show any signs of trying to withdraw funds. We looked at the bank notice you included and the only date we saw was the date your stop payment was made effective. Your checking account information has been deleted for some time now. Again, we apologize for any inconvenience or miscommunication. We believe the complaint has been resolved because you requested that we stop trying to run payments through your account and stop contacting you, which we have done. Thank you,

Frontline Pest Professionals

Review: A sales rep has come to my home 3 times in the 6 months I have lived in my home. The 1st 2 times I told them no. The 3rd time (August 2013) the sales rep offered the 1st service for $30 and stated that if I wasn't happy after that, the contract would be cancelled with no hassle. The sales person's name is [redacted]. The 1st service was schedule for the next day after the agreement was made. Service was a no show. I didn't receive a call until the following week. [redacted] (the caller/sales rep) asked if anyone had contacted me. Of course the answer was no. Because no one showed up and because no one called, [redacted] dropped the price of my 1st service to $15. By the end of that 2nd week, service is finally provided. After this 1st service, I realized this was something I didn’t want to deal with. I placed a call to [redacted], no answer, left a message that I wanted to cancel. In short I called [redacted] 3 times, left 3 messages, no answer, and no call back. I wrote a letter, mailed it to the company office along with a check, stating that I wanted to cancel. Called the office phone twice, both times I was told I’d be called back and that [redacted] would be contacted. No call back either time. On that second call to the office I was told my next service was scheduled for September 25th at 5pm. I responded that I had called 5 times and sent a check for the 1st service and a letter-of-cancellation and that I didn’t want another service. September 24th I inform my wife and son that Frontline had scheduled a service for 5pm on September 25th and if they show up, refuse the service and inform the tech that we have cancelled. I also received an automated message stating my next service is September 25th. On September 25th my wife arrives home at 5pm to find a note on the door from Frontline that the service has been completed. [redacted] informed me (on his August 2013 visit) during his sales presentation that before every service I would be offered the opportunity to push services out up to a certain amount of days/weeks. With my service I require inside the home service as well. How can you show up without contacting me then leave a note stating services is complete when services was not provided inside the home? I want Frontline to accept my $15 check as payment for the 1st service and cancel my service.Desired Settlement: Cancell my contract. Cash the check I've mailed for the 1st service. And leave it at that.

Business

Response:

Dear [redacted]

We are sending this correspondance to your complaint as part of the Revdex.com resolution process.

We have reviewed your case and would like to apologize for any miscommunication between you and [redacted] the sales rep. The contract states that no oral agreement shall supercede what is written on the contract. In this case that would mean that canceling your one year contract would incur a fee of 80% of the remaining contract value, as written on the contract. However, given the fact that there may have been a miscommunication, and that you have had a hard time correlating with customer service, we feel we can grant your request to close the account with no fees. I have credited your account for the service we performed on Sept. 25, 2013. As of yet, we have not received the $15 check as you had stated. We will look for that in the mail and will notify you if we do not receive it. Your account is now closed, and no additional services will be scheduled. We hope that you will accept this resolution and close your complaint to the Revdex.com. Thank you,

Frontline Pest Professionals

Consumer

Response:

[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,

Review: Frontline seems to be an unorganized company when it comes to managing scheduled site visits. My complaint is that they have never done what they say they are going to do.The first visit was on May 22, 2012 for an outside spray only, since I was not home- they told me to call to schedule the inside spray -when I was home. This outside visit was the only visit they did keep on schedule. A few days later, I called to schedule for the inside of my house to be sprayed, I scheduled it for June 2nd, to conclude my initial sprays that I paid $50.00 in advance for. Saturday June 2nd- I stayed home, no one shows up, and no phone call. The very next day on Sunday, randomly without a call from Frontline at 11:00am a man shows up unannounced. I did let him in the house, and he asked if I had seen any bugs, and I told him we had seen ants in the kitchen, so he comes in for about 10 seconds in the kitchen and leaves- I didnt understand why he didnt spray the entire house. Since that is what I asked for... but since I was home alone, I did not pursue him to his car. I called Frontlines office on Monday June 4th, and left a message that I was not happy with the service and wanted to cancel my service contract. [redacted], said she would report to the manager- he called about a week later and left me a message, to call him back. A day or two later- again I called him back, he was not in, so I left a message. Again on June 21st, I called to cancel after I received an automatic email scheduled visit set for June 23, 2012. [redacted] who answered the phone said she would take care of it... well once again that did not happen, they came out, but again it was on a Sunday not the Saturday June 23-- to once again spray the yard and not the house. So now I have paid to have my yard sprayed twice- for a total $109 over a one month period. On July 2nd I finally talked to the Manager, who name is [redacted]. I told him why I was very displeased with the service and did not- want to continue my contractwith them; since they had not provided me the services promised or expected. His response was he was sorry I was not getting the service I needed, but after looking at my records he could not let me out of my contract- If I brought it out, it would cost me $280. So not only would I not get the service I was promised at a cost of $109, but I could walk away for additional $280 more. His reasoning was that his boss, the people who owned the company would not allow him to do that, of course I ask to speak to them and he said he was the end of the line, there was no one else to discuss this with.Desired Settlement: I want a refund, plus I want my contract discontinued.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Review: Frontline was suppose to provided lawn service to overseed and weed prevention. My lawn was destroyed by Frontline. They used winter rye which died and DID USE weed prevention. During the term from Sept 10 - APRIL 11. They sold my contract to unother service in April 11, but the lawn was destroyed by then and frontline would NOT correct the problem. I did not FIND their exact address in your database, but the address and phone I have is: Frontline Exterminating is: [redacted] Dorr Ave., Fairfax, VA 22031. Phone is ###-###-####.Desired Settlement: I WANT FRONTLINE TO REPAIR MY LAWN AT THEIR EXPENSE. THE WHOLE LAWN NOW NEEDS TO BE TILD PROPERLY OVER AGAIN, USE LIME, AND OVERSEEDED WITH WHAT ([redacted]) PROMISED (TALL FESCUE) BY A REPUTABLE LANDSCAPER THAT WON'T DESTROY MY LAWN. THEY CAN'T USE WINTER RYE SEED AGAIN.

Business

Response:

[redacted] Complaint ID [redacted]

Review: We entered a 12 month contract with Frontline Pest Professionals (Baltimore, MD). The contract was for Frontline to conduct pest extermination. At the time of the contract, the salesman stated that if we were not 100% satisfied with the services, they would cancel the contract if we informed them of our desire to cancel the contract within 30 days of signing. After the first service (not paid for as the contract permitted a free first service), we noticed an increase in pest activity. A result we were not pleased with, nor expecting from a pest extermination service. After noticing an increase in pest activity, we called Frontline describing our observations and requested another treatment (which was in line with the contract that stated the company would provide any number of services between scheduled services until our satisfaction was met). We were told that they would not provide an additional service until after 30 days from the initial service and that we were to wait until after the second treatment to receive the additional treatments. This delay would have pushed us beyond the 30 day mark of signing the contract, and thus locking us into the contract. At that time, we informed the company that we wanted to cancel our contract as we believed they were in breach of the contract and that we were not 100% satisfied with the services rendered.

We entered the contract because we felt a high level of confidence that we would be able to experience the promised benefits of the service without an obligation of continuing with the contract should we not have been 100% satisfied with the service offered.

Additionally, after a number of attempts to contact the company to inform them we did not want their services to continue (why would we want an increase in pest activity?), the company continued to attempt to service our residence by making phone calls indicating services were scheduled. After speaking with the company’s customer service manager, [redacted], she stated she would have the service manager contact me to explain how their services worked. I never received the phone call. The next correspondence from the company was via their contracted collections company, Coast to Coast Financial Solutions indicating the referral of our contract to collections for the amount of $360.Desired Settlement: 1) A signed letter from the company stating that we were referred to collections erroneously.

2) The elimination of the erroneously applied $360 debt.

3) The company to stop contacting us.

Business

Response:

[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

Consumer

Response:

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,

Review: I have had two treatments on my lawn for spiders and numerous other insects after both treatments we still see spiders and other insects I don't mind paying for a product or service that works but this product and service is not working.I personally thank I shouldn't have to continue paying for this service.It doesn't work.Thanks [redacted] Ph.[redacted]Desired Settlement: Void my contract.No refund necessary By the way [redacted] is the Tech.super goodperson.Works real hard when on site.

Business

Response:

Dear [redacted],

This letter is being written as part of the resolution process for your complaint to the Revdex.com.

We received your complaint and have looked into your account. We apologize that you are still having bug problems. After looking at your account, we found that we did a free initial service on 6/24/13 and regular services on 7/18/13 and 10/16/13. The first time we ever heard that our products were not working for you was when you called the office on 10/15/13. We came out the next day to service as part of your regular service plan and did the outside but you refused to get the inside done because you have dogs, even though we told you the products we use are safe. We wish you would have communicated with us early on that you were having issues so we could come back out and perform free re-services at your home. We could have used different products or methods to get rid of the bugs if necessary, and it would have taken care of your problem.

We have decided to fulfill your request to cancel your service agreement and not charge any cancellation fees. However, you have paid for the 7/18/13 service, but have not yet paid for the 10/16/13 service. The past due balance on your account is $90.00. Once we receive payment for that service we will close your account. Thank you,

Frontline Pest Professionals

Review: Got a contract for a full property pest service.Saturday March 15, came to service my property only did front yard.complaint about it, and a Lady name [redacted], said that she will take care of it, be sure the service get the way that must be, and will call me back.She never did.Had found mice and ants traces all over the back yard and deck, still hornets nest hanging from roof over head.when service was sold and arrange, frontline were removing all hornets nest, and promise no ants or mice around the propertyAll these taking me to believe they never perform the work on the way the charge me for.Desired Settlement: DesiredSettlementID: Refund

Since they are not capable to perform their side of the commitments.they must cease and decease performing work in my property

Business

Response:

[redacted],It was a pleasure speaking with you today. Again, I apologize for any frustration that we caused with the lack of communication between you and one of our customer service representatives. Per our conversation, I am going to put a $79 credit on your account and [redacted] will be calling you to set up a free re-service. Please don't hesitate to call us again if you have any problems or need to schedule service at a specific time. Our number is ###-###-#### and just press "2" for customer service. Thank you for being a valued customer and have a great day,[redacted]Frontline

Consumer

Response:

[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,

Review: I tried three times to contact Frontline Pest Professionals in [redacted] via phone regarding cancellation of their less than satisfactory services, but was always asked to leave a message. After 3 tries without a return call, I sent an e-mail via their website. I finally received a call back regarding the cancellation in the e-mail, but they called the home number instead of the cell number I left. I tried to call three more times, always leaving a message, but again, no return calls. I received an e-mail notice that I was due for pest service, but could not reply to it, so I called again, only to leave a message with no return call. I put a stop payment on their draft from my checking account, which cost me $30.00 and now, after receiving a bill via e-mail, I have been informed that I did not cancel 30 days prior to the service. I do not know the date I sent the e-mail via their website, but I know that I tried to contact them well more than 30 days before their service.Desired Settlement: I would like them to cancel my service and credit the recent charge.

Business

Response:

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

Review: Frontline pest has failed to perform service as they have advertised and agreed to under contract since I hired them in August. They have not been able to come provide service in a timely manner, they have not always provided service when they said they would, I have been unsatisfied with the service and have complained since the beginning, I do not like the person who comes to provide service, I am unhappy with the method of scheduling service. Frontline pest advertises 100% satisfaction, but I see bugs in my house every day. When speaking with other people and companies, this is unacceptable. My fiance called Frontline Pest to cancel my service, but they were rude to him, hung up on him multiple times, he said he would not pay a cancellation fee since Frontline Pest never provided the service they advertised, but they charged our debit card a $300 cancellation fee. I want to cancel my service that I have been unsatisfied with and have complained about for months, and I do not want to pay a cancellation fee since they never provided the service they advertised for the fees that I have already paid them for.Desired Settlement: Refund $300 debit charge for the cancellation fee, cancel my service for no fee.

Business

Response:

Dear [redacted],

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

We apologize for any inconvenience during your time as a Frontline customer. We do offer a 100% guarentee, but were only allowed to treat the home twice before you decided to cancel. We feel like our products and methods would have definitely solved any of your bug problems had you communicated them to us and given us time to make it right. Frontline refunded the $300.00 to your card on Nov 6th. We hope this will resolve the issue and close the complaint to your satisfaction. Thank you,

Frontline Pest Professionals

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], the business has refunded the cancellation fee, and this resolution is satisfactory to me, and I will consider this complaint resolved.

Regards,

Review: I contacted frontline to start work at my house and I was very pleased with their service nut my wife and I were going to cancel them to save some money. I called in to get have them stop treating my house and I was told that I was in a 2 yr contract but when the gentleman came to my house he said that the paper I was signing was just an authorization to draft my bank account for the charges to take care of the services that they were going to provide. I went from having a very positive experience with this company to a very negative experience because I was lied to and I just want this fixedDesired Settlement: I will finish out the remaining 2 cycles to complete a year but I am not willing to pay for that second year.

Business

Response:

Dear [redacted],

We are responding to your complaint as part of the resolution process with the Revdex.com.

After looking at your account, it seems that our service manager, [redacted], spoke to you and has already agreed to change the length of the contract to one year as you requested in your complaint. We are sorry for any miscommunication that may have occurred with the sales representative when you signed up. As of right now though, we already have you down to only receive two more services and then your contract will be up. This will fulfill the terms your requested in your complaint. We hope you will close your complaint with the Revdex.com and consider this matter resolved.

Frontline Pest Professionals

Review: Problem with unethical sales person ([redacted]) and customer service manager ([redacted]). had me sign an agreement to provide pest control service. At no time was I told it was a 2 year commitment and that I can cancel at anytime. When I called to cancel, I was told by the Northern Virginia Customer Service Mgr ([redacted]) that she was the boss and no one other than her could help. She said that she will not let me out of our contract as she said we're adults and should know better. I told her this is unethical. My first step to reolve the issue was to call the company which did not rectify the situation. My next step is to file a complaint with Revdex.com. I have tried to contact the corporate office but there is no phone number. My third step is to charge back each and every charge they put trhough my credit card. My final step is to send to my attorney to send a letter to Front Line Pest control.Spoke with the Sales Person, [redacted]. [redacted] appologized for the miscomunication.Desired Settlement: I will gladley pay for the two treatments that were applied to my home. I'm simply asking to have me let out of this "contract".

Business

Response:

I have reviewed the complaint from [redacted].

I'm not sure how the communication got messed up between the customer and the sales rep.

We have cancelled out this contract out of good faith and customer service.