Greenix Pest Control

Hello *** ***, I'm sorry for the delay on our response I wanted to make sure that you and your family are treated fairlyAfter looking into your account I see that we both agreed to a one year contract together and we gave you a copy of the agreement on the same dayIn
order to make sure that there are no discrepancies we gave you days to look over your contract in order to make sure everything was accurateWe guarantee our products and service %and in the event that you are still seeing pest activity we will return and retreat at no costYou told our technician that you would no longer wish to do business with us and we had our customer service department give you a call in order to schedule a free re-service to take care of your beesI have listened to the recording of that phone call with your husband who answered*** *** was incredibly belligerent towards our representative and after refusing a re-service or his money back guarantee he asked us in no uncertain terms to cancel the contractOur representative told him about the cancellation fee which he agreed to and hung up the phone but not before verbally abusing our representative who was trying to fix your bee problemIf you would like to work with us we would be happy to help but as of now your account is closed. Thank you

The customer actually signed a year contract with the cost being $per quarterly service We offer free re-services in between quarterly service if we have not resolved the bug issue Our technicians did the initial service on 5/21/The customer called us back twice for a
re-service treatment Unfortunately they were unhappy with our service and called to cancel We charged them the cancel fee which was part of the contract they signed I have attached the contract I have spoken to the customer and we will be refunding him the cancel fee due to the misunderstanding

I cancelled the contract in septI fillied the yearly agreement! Molly took the callAll of a sudden it’s cancelled now that a complaint was made Never in the agreement it said to cancelled with the sales mgr all that I know she could have been mgr l will not accept this

Hi ***!We appreciate your patienceYour account has been canceled for over a month so we will not be able to come out to your home, but your charge has been taken offYou have been taken off of the collections list and will no longer be contactedThank you very much,Team Greenix

As previously mentioned, the customer had mentioned still having issues with bugs in between the servicesShe had spoken with one of our account managers on 5/9/in regards to these issues, and he had mentioned our Re service/ Money Back GuaranteeFollowing the conversation in May, we
scheduled a re service for the customer on 7/24/and didn't hear back after that from the customer if she was still having issues to get another re service scheduledShe called back in on other occasions to discuss cancelling the services, but we would call the customer back with no reply or answerAnother account manager left her a voicemail on 11/17/about her needing to send in a written letter of cancellation (as per the agreement following it's completion) in order for us to cancel her accountHowever, there was no letter sent to us following that conversationThe customer is getting calls do to a past due balance of $To satisfy any misunderstandings, we will be happy to cover $of the balance owed as long as the customer can pay the remaining balance of $The balance owed was for services performed on 8/18/and 11/17/2017.Thanks,Team Greenix

I have a problem with
this company because they make claims about their service and guaranteesI had better service with my previous service who charged one quarterly feeI was suppose to receive a credit back to my discover for the mole service that was unsuccessful then they gave me a credit to my account insteadI was told by the man who signed me up I could cancel if I wasn’t happy with their serviceWhen I called to cancel they said I couldn’t without paying feesI called the man who sold the service he said to call for a retreat and after that call and cancel they have to give you a full refund because they guarantee their serviceWhen I did that they said said I needed to buy an additional pest service for and it would cost me nothing because I have a credit to my account from the mole service that didn’t work.I said no to that and told them they needed to credit back my discover like they were suppose toEvery time I call they will not resolve this and try to charge more for a service that failedI had to go out and buy mole traps and mice traps to take care of the problem myself plus pay all these additional feesDo they understand the meaning of the word guarantee ?

The time line that is given below does not include the two times I had them back to re-service, unfortunately they were in the beginning of the contract and the first time was after the first treatment and the second time was after the second treatment so according to them they didn't count toward a refund (money back guarantee is a misnomer as it is only for the one treatment price and would have to be repeated each treatment) as you can see from the contract schedule, there wasn't days between the first and second treatments and in fact I had four treatments within the days and it still did not workIt did not work in September even though then again they came out twice.I was told that by law they could not retreat more often than every weeks, yet a couple of times they retreated well within that time frame.(once in May and once in September) They now have treated my property a total of times (refunded once) and we still have the same bugs they were CONTRACTED to take care of This means that they are in violation of the contract and have been since June of yet refuse to stop charging or coming out claiming that the contract is still in effectI have tried to explain this to them numerous times but all Sam, their Customer service person does is tell me the same information that the "Money back Guarantee"is only if they come out two additional times between treatments and then it only applies to that particular treatmentThis is unacceptable*Why should I have to continue to pay for treatments that don't work*.One addendum to all of this: They were scheduled to come out on Monday the 26th of March but failed to show, call or reschedule, not that this makes me unhappyThat was to be the last treatment and then we would be done with this company.I don't know what else to say either to you or GreenixIf you don't fulfill a contracted service then you have violated the contract and it is null and voidThey could have been spraying water around the house for as well as it worked but each time charged for a grand total in the contract of (three times) to accomplish absolutely nothingI even gave them the picture of both inside and outside the home of the infestations to which their service person made no commentHe did however tell us that he would take care of ending our contract since it clearly wasn't workingWhile the office said that he did not have the right to speak for the company, he was their representative and did make the promise which the office then ignoredThe problem was not in that case that I listened to their service representative who ended the contract after the June second treatmentIf there was a problem it was one the company had with their employee but which should have been honored.Please see the attached schedule and bill.Rev*** ***We have had multiple account managers talk to this customer in regards to this situation, so we will just copy and paste the conclusion of the conversation that the customer has had with us since the beginning of the treatments.9/15/1:55pm Randy with customer:"Called in to cancelOffered themoney back garSaid he doesn't want his money back but wants to be able to cancel if it doesn't workI said we could do thatSo, if he gets two free RS before his treatment in December, we will cancel his account with no cancellation fee but also no refund"12/22/12:43pm Sam with customer:"sooo we never contacted him after randy said he emailed kuj about this accountupset and wanting to cancel.said he's still seeing activitytold him I still had to uphold the agreement since no reservices were donethey were under the impression that the tech cancelled thingsi explained the technicians don't have authorization to cancel and that they notify us and we have to speak with themto make it up to him for the miscommunication I offered to cover this upcoming service so he wouldn't have to pay the reimbursement fee at this timeand then he would only have to cover the last service on the agreementhe eventually agreed to it, and i'm going to send him a copy of the agreement and send him a confirmation email as well.told him we would still uphold randy's dealif there is still activity after reservices we will go ahead and cancel him without a cancel fee."--

Hi I am khada I try to canceled this service they say I have to pay some money and when they come to my door they treat so nice and good they say I can cancelled any time if I move and not satisfied but after 1 service when I try to cancelled they put charge on it so we costumer for more year not for 1 house so need cancellation on my 1 house with due respect so I can thing same service on second house to my frist house is 9025 Trinity cir 43068

Thanks for contacting us, I've attached one of the first conversations that [redacted] had with Mrs. [redacted] in which she expressed concerns about our treatment. Her original treatment date was 8/14 and had a second free treatment on 10/8. We do not guarantee our one time treatments past 30 days because...

the product has a life span. We do guarantee our quarterly pest control treatments because we are able to maintain a level of product consistently. We did, however, offer to send someone out a third time. In the case of fleas, which requires work from both parties, it is very hard to place a guarantee if one party does not follow through. Here is an example of the information we provide to the customer http://eepurl.com/bbTqEb. If we do not obtain an email in which to send this information, we verbally let the customer know when we arrive to the home. In this case, our branch manager [redacted], was the first technician to treat the home and explain the procedures. [redacted] expressed concerns over a yellow residue that was left behind, but we do not use a yellow product. The conversation that took place between [redacted] and Mrs. [redacted] occurred on the 27th of October, she did not request a refund. On January 9th, Mrs. [redacted] began to repeatedly call us asking for a refund for work performed 8/14, 4 months later. We have explained the treatment procedures and that there has been a gap in time allowed for us to come back and treat. She let us know that the fleas had been taken care of and that any residue left behind was wiped up. We felt that our treatment was effective in eliminating fleas. We feel that because she asked for a refund 4 months later and the problem was resolved that she is no longer entitled to a refund. Thank you,

This customer was given a very large discount on the agreement that they would sign up for the year. We will lose money if this customer does not stay for the year, or reimburse the discount that was given to them on the agreement of at least one year of service.If there are bug issues in between...

the services, we will come out for free to fix those problems. Thank you!Team Greenix

I am so sorry for the miscommunication on our end.  I have refunded the money debited for the last service.  Please let me know if you do not see it reflected on your credit card within 3-5 days.  Our policy is that we send a voicemail the day before we are coming out...

to service a customer's home.  This is to inform them of our visit and reminding them if an interior service is needed or they need to reschedule for a more convenient time to simply call the office.   "Sent appointment reminder for Rodent Baiting BiMonthly on 10/24/2016Voice Appointment Reminder[redacted] 10/21/2016 1:25 EDT"  I did see this notification in your account log.  Perhaps we have a wrong number listed.  I will schedule a technician to come out and pick up the bait stations around  your house.  You do not need to be home and of course there will be no charge.

We spoke with this customer yesterday over the phone and got everything figured out. They are going to pay the balance and fees to cancel the account.Thanks!Team Greenix

If we could confirm that the customer was told they could cancel at any time, then we would definitely honor what they were told. I contacted the sales rep and he did not state they could cancel at any time. We have a re-service guarantee for our customers, and if after two re-services for the same...

bug problem, the customer is still having that bug activity, we will refund their last bill. This is the policy that the sales rep explained to the customer. Thank you,Team Greenix

We reached out to the customer multiple times to try and pay their bill. The account was cancelled months ago and when they never responded or paid their bill, they were sent to collections. There is nothing more for us to do on this account. Thanks!Team Greenix

[redacted],I'm happy to hear that you were satisfied with the service received at your home. I am responding to confirm to you that your account has been canceled with all cancel fees waived, you're billing information has been deleted from your account and you won't receive any future charges from Greenix, and lastly, while your account information was in our system it was secured with PCI compliance software.We appreciate your business, and apologize for any miscommunication that may have happened on your account.Thank you,Team Greenix

The agreement started on 6/17/16 and the last service was performed on 5/30/17, so it wasn't the last day of the 12 months. Our quarterly scheduler has flexibility of 10 days to schedule appointments, as to optimize routes most efficiently. The last two services were done 83 days apart. Because the service was performed according to the agreement that bill will still need to be paid.Thank you,Team Greenix

Thank you for bringing this matter to my attention. After reviewing the notes it seems as though when we tried to call in August for that service, but the voicemail was full and we were unable to leave a message. Further attempts should have been made on our behalf, and for that we certainly...

apologize. The following quarterly service looked as though it had been pushed two weeks into the future (into December, instead of the end of November). We certainly hate mistakes like this and try our best to make each of our customers happy, but we didn't handle this matter correctly. I have voided the contact without any cancellation or penalties, and I hope that despite our mistakes, if we are needed in the future we can meet and exceed your expectations. Thank you so much,Kelly

I have refunded the $150.  It was showing as a credit on the account so I think it was charged by mistake.  I have also offered the customer a 50% discount on any future services with us.  Happy customers are our goal.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for your help in this matter.
Regards,
[redacted]

For treatments that are not effective (ie: still seeing bug activity), it is the customer's responsibility to call our customer service center to get a re-service performed. Re-services are free of charge. If two re-services are performed between two quarterly treatments the customer then qualifies for a refund for the last quarterly treatment they paid for. Although it is not the company policy to let customers cancel the service with no cancellation fee (while in the agreement); one of our managers gave special permission to let Mr. [redacted] cancel, with no fee, if two re-services were done between the quarterly treatments. According to our records, only one re-service was completed on August 30th 2018. All other treatments were quarterly service appointments. Lastly, because of misunderstanding and poor communication we gave Mr. [redacted] a free treatment on December 27th 2018. This is not part of the agreement but we did so to help him fulfill his agreement.