Greenix Pest Control

Bryce sold me this  service and said I could cancel if I wasn’t happy with their service  and when I called him about canceling he said to call for a retreat not two and then I could cancel and get a full refund because they guarantee thier services so that’s what I did. It sickens me to think I hired a service paid a lot more money for than my previous service and had to go to Home Depot and buy mole traps and mice traps to take care of the problem myself.  As far as their pest control that I had a problem with when I called for a retreat they told me I should buy an addititional pest control service for 199.00 and it would cost me nothing because they applied a coupon which is my 199.00 from the mole service that didn’t work they were suppose to credit my discover card back for but instead turned it into a coupon credit to my account. Better Buisness bureau do you not see a pattern of total scam artists here. Clearly I paid a company for services that did not work and they do not guarantee them they just talk in circles and try to charge you more money. I have no more words for such an expensive inconvience this company has caused me.

We have to signed documents from this customer agreeing to one year of service. They were billed once on 6/15/17 and once again for their 25-35 day follow up on 7/13/17 per their agreement. I will attach the files here.Thank you,Team Greenix

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. 9/15/2017 1:55pm  Randy with customer:"Called in to cancel....

Offered the money back gar. Said he doesn't want his money back but wants to be able to cancel if it doesn't work. I said we could do that. So, if he gets two free RS before his treatment in December, we will cancel his account with no cancellation fee but also no refund. "12/22/2017 12:43pm Sam with customer:"sooo we never contacted him after randy said he emailed kuj about this account. upset and wanting to cancel. said he's still seeing activity. told him I still had to uphold the agreement since no reservices were done. they were under the impression that the tech cancelled things. I explained the technicians don't have authorization to cancel and that they notify us and we have to speak with them. to 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 time. and then he would only have to cover the last service on the agreement. he 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 deal. if there is still activity after 2 reservices we will go ahead and cancel him without a cancel fee."Email sent to customer after conversation on 12/22/2017 12:57pm:"Hi [redacted], Here is a review of our conversation and the notes I made:There was a miscommunication with the technician and cancellation. We are applying a $119 coupon to cover this upcoming service. We will still uphold the deal he made with Randy (if after two free reservices [redacted] is not happy with the outcome and seeing pests, we will cancel without penalty). We will make sure there aren't any webs left over after a service. Please get in touch with us if you would like the interior treated for this upcoming service or for any reservices needed. Thank you,SamGreenix Pest Control844-233-7378"Since then, they customer has only called us back once and that was on 3/22/2018, which further explained the money back guarantee. We feel that we have done more for this customer than we would do for most, given that there is no mention of the Money Back Guarantee in his agreement. Also, the Money Back Guarantee requires the customer to have at least 2 re services performed within a 90 day period to be able to receive the refund, however, we didn't charge the customer for the treatment that was performed on 12/22/2017 without hassle or further questions. Since the beginning of the services, the customer has only called us once to have a re service performed(8/30/2017). We feel that there is not much else that we would be willing to do for this customer that hasn't already been done.Thanks,Greenix Team

Hello,I have received a response from the business regarding this complaint.  They claim to have refunded my payment but I have yet to see that refund.  Based on my dealings with them thus far, I am unable to take them at their word that they have actually done that.  So I was wondering, how long do I have to accept or reject their response?  If they do indeed refund my payment, I am more or less satisfied.  But I will need to actually receive the refund, not just trust their word, before I accept it.Thank you,

We have reached out to this customer.  We have refunded his money for his quarterly service and remove the cancelation fee from his account.  He was only charged $5.00 for his initial service. Our company offers free re-services for all of our customers as many times as it takes in between...

quarterly service, customers need to just call in and request a service.  Our products take a couple weeks to show progress and there needs to be 2 1/2- 3 month follow up to build barriers for the bugs.  We strive for 100% customer satisfaction and always welcome customer feedback to help us us improve.  We hope that our quick response and removal of the charges and fees this customer will remove his complaint.  If at anytime he wishes to try our services again we will be glad to give him a 50% discount.

You just charged me in October when you should not have. In the payment card industry this unacceptable practices. Additionally, I called and canceled after the first service. Yes, I didn't provide any documentation because I was told I didn't need to. Maybe that is your business model to say one thing and do another (hopefully people are viewing their statements each month) . Also, when I discussed this with the employee on the phone today (who wouldn't give me his name) he told me you didn't charge me this month. Also, he told me I should pay a cancellation fee; however I informed your employee that if there is a move involved there will be no fee. That is when he let me know that he would be sending me the contract to review because I was wrong. Still waiting on the contract, but I don't need now, since you just mentioned that moving would negate the cancellation fee.  I would like to have both months refunded until you can prove otherwise the I didn't call.

Dear Mr.  [redacted], We are very sorry you had this experience with Greenix.  I am looking into this and get back with you very soon.Customer Service

I am looking into this to see what has happened and...

why this customer has not received the excellent customer service we strive to provide.  I have sent an email to my accounting department to issue her a check for $100.00.  It will be arriving thru the US postal service.  I will respond further once I look deeper into this situation.

I reviewed the response made by the business in reference to complaint ID [redacted], stating they will return my $90 fee that I paid after I filed this complain, after I resolve this complain. I feel the resolution is satisfactory to me.

They updated the cancellation fee to match what the non-discounted price would have been for the service, and I have paid that amount.
Regards,
[redacted]

Thank you for contacting us regarding this matter. We have cancelled the account and refunded the amount of the last treatment in the amount of $105.93 which takes about 10 business days to show up on the client's statement. There were two services at the property, which is why there were two...

charges. It looks like the card was applied after an automated accounts receivable call was made for the first treatment and a second payment for the second treatment was applied the following month. So while we only service every three months, we had only received payment information in the second quarter. We do waive cancellation fees if the client has moved out of the service area, and ask to be provided with proof of moving while in the agreement period (such as a bill or other pertinent piece of mail which we have not received). Thank you so much,

We actually spoke with the salesman who explained that we would need to hold [redacted] to her agreement for the Quarterly Pest Control. We had mentioned that we would be happy to refund her for any services that we needed to do a Money Back Guarantee for. We mentioned that she would need to do 2 re services in between treatments to see if the products are effective. However, the customer instead refused to do the extra services in order to get her refund. The offer for the Money Back Guarantee is given to every customer, but by doing so, it will not cancel her account, it will only refund her for her most recent service. This shows the the most recent service done incorrectly, but not that the entire treatment process is incorrect.

Everyone in our cancelation department was on the phone when this customer spoke with Molly, and so Molly sent in this request to our cancelation department after speaking with the customer. Molly does not have the ability to cancel accounts, and did not tell the customer she could. Later, our...

cancelation department called and left a voicemail for the customer asking to call back so they could work things out.

I ACCEPT THE REMOVAL OF THE CHARGES THANKS

Our Customer Service representative will be calling you this morning to schedule a time that will work for you to get the nest removed.  We will be refunding the $116.36.  We hope this will help you to feel more comfortable with our company and our services.  If you have any further...

questions or you are unable to reach Hannah ext 15, please call me directly on my cell ###-###-#### and I will take care of you.  I hope you will find these actions satisfactory.

I DIDN'T SIGN FOR ANY OF THIS OR AGREE TO ANY OF THESE TERMS, THAT ISN'T MY SIGNATURE. PLEASE REMOVE THESE CHARGES.

We have 2 signed documents from [redacted] agreeing to a year of service. I will attach the files here. Thank you,Team Greenix

We have spoken with this customer in regards to this issue and things have been settled. However, we would like to respond to this complaint. The customer was set up on our Rodent Baiting service by one of our technicians and the customer didn't fully understand what was going on and opted to not...

have the treatments done at all for Rodent Baiting.  In turn, we refunded the customer for the Rodent baiting treatments that were performed and let him out of his agreement without further fuss. The customer then called back in a week or so later and mentioned that he no longer wanted his quarterly Pest Control either, however, it appears that the customer's wife had signed the agreement and put his payment and personal info on file. Understandably, since the customer is the one whose name and payment info are on file, any fees or charges would be forwarded to him. The customer only had one service left one his agreement and we agreed to charge the customer half-price for the last treatment to discontinue services with us. Thus far, the customer will have the last service performed and we have agreed to cancel his account from following the last service.Thanks,Greenix Team

We have refunded the customer all of his money with no cancellation fee.  The customer did give us a 4 star rating on our company site.  I personally have called the customer and apologized as well as offered to replace the car wax.  I have attached proof of the refund and where he...

gave us a good review.

Typically we do not cancel customer's contracts without first speaking with them and explaining the terms of canceling the contract.  I have canceled your account, waived the cancellation fee and refunded the money to your credit card.  As well as removed the card...

information from our records. Jeremy's job is to speak with customers directly when they notify us of no longer wanting our service.  We have this policy in place for a couple of reasons.  First and foremost is to ensure as a company our employees are following all procedures and providing 100% customer service as they treat our customers.  If the reason for canceling is due to poor service we are able to try and offer our customers discounts or offer a solution.  We are also then able to give our technicians feedback and train them in areas of deficiencies.  Secondly, it is to go over with the customer the terms of the contract they signed so they are not surprised when billed the cancellation fee.  Which in some cases is more money than the customer paying for the remainder of the quarterly services on their contract.Again, I apologize there was a service done after you had requested canceling.  We are in the process of revamping our customer service department.  Your situation is a good example of us needing to develop one more step in the cancellation review process in which the customer service rep that receives the email or takes the initial call places a "hold" on the account so that no new services can be assigned until we have a resolution.