Gemtek Pest Control, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12772234, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I’m very sorry to hear that your experience with our company was so negative. I apologize for any misunderstanding or missed appointments that occurred
As a local company, we take online reviews very seriously and I have personally looked into the details of your account. The following
is what I have found
My records show that we performed a total of services on your home between December and May 2016. Of these services, were charged and were free re-servicesWe do offer free re-services in between our customer’s regular services but we also require customers to maintain their paid regular services to enjoy that coverageThis is why we charged you for your regular service in MayWe did ultimately discount that service by $because of your concerns with our service. Unfortunately, we won’t be able to refund any services beyond that due to our real costs associated with the treatments at your home
We also strive to be on-time to all of our scheduled appointments so I apologize that you had to reschedule with us multiple timesThat is very unlike our technicians and I will be addressing this concern with our technician manager directly. However, these mistakes do not constitute a breach of our service contractThat being said, we have cancelled out your account with no cancellation fee because we understand your frustration and hope that you would consider giving us another chance in the future
At this point, we have cancelled out your account with no early termination fee and your $discount has been applied to your last service
Thank you for your help in improving our customer service and our company in general. I hope that you will consider using our services again in the future

***,
I would like to apologize for your negative experience with our company. As a consumer, I can understand your frustrations and I apologize for any misunderstandings about our maintenance agreement or servicesI can also understand your frustration with not being able to get in
contact with our office after hoursMy records do show that our office manager got in touch with you during business hours and addressed your concerns but I wanted to make sure that we followed up with a few explanations
In the case of our contracts, we do offer a maintenance agreement for the first year of service to bring down the cost of regular maintenance services for our customersThis agreement also allows the customer to call us for unlimited free re-treatments (at our cost) if there is ever a problem between services As with other common agreements, you can cancel at any time by calling our office or sending in a written request. Unfortunately, there is an early termination fee to recoup some of the discount we give on the first service
We only hire honest, hardworking people and we do our due diligence before and after the hire to make sure they are maintaining the values of our company. We also train our salesmen to explain the agreement but we understand that it can be hard for a salesman (and a homeowner) to remember everything that was said in the initial conversationThis is why we give everyone the opportunity to look over our agreement before signing it and we leave a copy with each new customer to review after we leave. However, due to your negative experience with this process we have decided to cancel out your account (as requested) and void out your agreement with no early termination fee
At this point, we have cancelled your account without a fee and credited the remaining balance on your account. As a local company, we take customer reviews and complaints very seriously and address them with any departments or individuals that are brought into question Thank you for your help in improving our company by submitting your honest critique. I hope that you will consider using our services again in the future

Revdex.comP.OBox 100DuPont, WA 98327Dear ***, Thank you for your
information regarding the compaint received on 10/23/17. Our records indicate that
our collections department has only contacted Mr *** on separate
occassions, via letter on 7/26/17, via phone
message (with automated
system) on 9/11/and the last on 9/26/via personal call from our
collections department This account was cancelled
back on 7/28/and there was no cancelation fee applied, just the balance
owing for the last service provided for the customer on 7/26/that he
requested by completing the service agreementWe have adjusted the
amount owing on this account and as of today, he will no longer owe the amount
of $and any cancelation fee of $was waivedWe stive to give the best
customer service for all of our customers and would never want them to feel as
though we are harrassing themSincerely, *** ***Customer Service Manager***

Dear [redacted],Thank you for informing our company of the complaint your office received on 10/26/2017 filed by [redacted].[redacted]'s complaint concerns the service her referrals are receiving from our company.  I spoke with [redacted] on 10/24/2017 about her concerns with our provided services....

[redacted] stated that she and her referrals felt like our technicians are only there for 3 to 5 minutes. [redacted] asked me to contact her referrals because she feels embarrassed about our service they have been receiving. [redacted] mentioned the referrals have contacted her complaining about their provided service. We have recently changed some policies and procedures which encourages our technicians to take more ownership in their route and work with customers who are unhappy with the service that was provided. In this case, our technician Matt will be contacting [redacted] and the mentioned referrals to find a resolution to their complaints. Managers are still available if our technician cannot find a solution that fits the customers needs. This is a new process and we are still working out the details. I apologize that this situation has not been corrected sooner.  We are continually striving to improve not only our pest control services but our customer service. Please extend our sincere apologizes to [redacted] while we continue to improve all of our services.Sincerely,Sheri F[redacted]Customer Service MangerGemtek Pest Controla Western Exterminator Company

We appreciate your quick response and your explanation of your concerns. We’re sorry if the previous response was not as informative as we had hoped.
As a further explanation of our services. All of our current customers are on a regular service plan. This means that they pay for each regular service when it is performed on a regular schedule, be that weekly, monthly, bi-monthly or quarterly.  As a benefit to our customers that are on a regular service plan (regularly scheduled and charged services) we offer to come back for free (a free re-service) in between their regular services if they have pest problems.  This definition is outlined on your original service agreement.
When a customer cancels their account they are no longer eligible for free re-services regardless of whether or not they have just recently had a regular service. In other words, the charge for each service does not cover a time frame, it is simply payment for the service done that day.
My records show that you requested a cancellation 20 days after your last service and 12 days after a free re-service had been performed. This would mean that you were charged correctly for your last (regularly scheduled) service in accordance with our service fees. 
At this point we feel that your good-will $25 discount and waiving of the cancellation fee is more than adequate recompense for your concerns with our service.  That being said, we don’t want to leave ill feelings with any of our former customers so we will credit back the remaining charge of your last regular service ($70 total due to $25 discount) in the hopes that you will consider using our services in the future. 
Thank you for taking the time to voice your concerns and please let us know if we can be of assistance in the future.

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. Sincerely, [redacted]

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. Sincerely, [redacted]

Thank you for your comments about your services with Gemtek Pest Control.  As the Manager with Gemtek Pest Contol I/we take pride in any and all services with our customers.  As a customer of Gemtek Pest Control we will always come out and treat as long as your account is in an active...

status.  After researching your account, I have found that the account had been cancelled by the customer and no charge had been accrued on the account.  After being informed that the customer had already called and gone with an other company, I reversed any charges.  Gemtek Pest Control does not have a vicious way of doing business with anyone and will always take care of the customer when needed. Thank you, [redacted]

Complaint: [redacted]I am rejecting this response because: There are no such thing as FREE Services.  The services are paid for as part of the contract we agreed too.  The $25 discount was only for one missed appointment and was before we were charged for the next quarter of services, that we canceled out due to more missed appointments.  
 
A refund of $85 for the quarter we are not using is requested.  Sincerely,[redacted]

I’m really sorry to hear that you had such a negative experience with our company.  I can understand your frustrations and I apologize for any misunderstandings aboutour maintenance agreement or services. However, in order to bring down the cost of regular maintenance services...

for our customers we do offer a maintenance agreement for their first year. This agreement also allows the customer to call us for unlimited free re-treatments (at our cost) if there is ever a problem between services.  As part of this agreement, there is an early terminationfee to recoup some of the discount we give on the first service.  In looking at your account, it appears that we only discounted your Initial service by $35 but itlooks like the reason your initial discount was smaller than most is that you had requested for us to inspect your apple tree as well for boring beetles and to treat your out-buildings.  However, due to the negative experience that you have had we will go ahead and reduce your cancellation fee to cover that initial discount of $35 and refund the differenceof $85 to your credit card.Your letter indicated that you paid $120 for your regular service but our records show that your regular service should have been at a charge of $95 and that we charged your credit card for that amount ($95) after your service was completed. If your card was charged for more than $95 on 6/18/2015 please let us know and we will reimburse any overages.   Your letter also indicated that you had more than one regular service but we have no record of a second regular service on our system.  Once again, if we are in error, please let us know so that we can update our records and make corrections as necessary.I also apologize that your experience with our salesman was so poor.  We do train our salesmen to explain the agreement to each potential customer and offer them the chance toread it over before signing the document.  They are also instructed to leave a copy of the contract with the customer for further review. As a local company, we take customer reviews and complaints very seriously.  Please feel free to contact us if the $85 refund outlined above isn’t a satisfactory solution toyour concerns. Thank you for your help in improving our company by submitting your honest critique.  I hope that you will consider using our services again in the future.