Greenix Pest Control

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

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.

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.

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.

I'm sorry you felt deceived on the door we take extra precautions to make sure that all of our customers understand their service agreement and I'm sorry if you felt lied to. Attached is the service agreement which you signed and received a copy of as well as the welcome checklist you...

signed, initialed and went over with our technician who serviced your home. We guarantee your pest control service and I see the resolution we reached over the phone was to move forward with your money back guarantee as we scheduled a free re-service for your home today. Please give us a call if your service is unsatisfactory and we would be happy to help Thank you.

If the customer would like to continue service and pay for each treatment throughout the year we can take his cancelation bill off and away from the collections agency. The other option is to pay that cancelation fee on the agreement shown with the signature agreeing to one year of signature.

I have corrected the billing issue.  This customer has also posted a review on Angie's list.  In addition to refunding all of his money, we have offered 2 free future services if he chooses.  We are in the process of revamping our customer service department and hiring new people.  We assure you nothing was done intentionally or out of malice.  We understand his frustration and are very sorry he has had a negative experience with Greenix.

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 quick response!

We are very sorry to hear about the damage to the lawn. Cinch bugs are not a pest that is covered in the service this customer signed up for, and we have 2 signed documents stating the customer agrees for the year of service. Thank you,Team Greenix

Hi! We guarantee our service. We would love to come fix any problem at your home that has not been taken care of, at no extra cost to you. I have confirmed and updated that your agreement is only 4 total services. If you would allow, we would love to come to your home for a free re-service....

Otherwise the initial discount given on the first service will have to be applied back to your account.Thanks!Team Greenix

Greenix
Thank you for bringing this to my
attentionAs a local service provider we strive to offer the most excellent
customer service and have provided Mrs[redacted] with all records and forms
requestedAs agreed upon between Mr[redacted] and Greenix Pest Control,
Greenix provided pest control applications at the concerted frequency
previously discussedThe day before service we had been calling
to let them know we would be coming out to serviceWe had also been emailing
invoices and services tickets to the email on file ([redacted]@cinci.rr.com) the
day after each serviceWe provided the GPS locations of visits, but our
company has not received data from the 4th visit because the GPS unit is
currently being repairedFor this reason, we offered to refund the charge of
the last service
We offer free retreatments in between paid visits to ensure that pests are
taken care of, and it is in this way that we guarantee our servicesWe also
provide year round service for every season's pests as well as to keep a
consistent barrier of product around the homeWe do not treat in inclement
weather or if there is heavy snowfall, but we do treat in the winterIn the
case of too much snow or rain, the regular visit is rerouted and treated at
another dateMrs[redacted]' has called us and has voiced concerns, and after a few exchanges
we requested to speak with the account holder, [redacted]We offered to send someone
out at no charge to resolve any ongoing pest issuesOur Cincinnati Branch
Manager, [redacted], spoke with [redacted] on 5/In that phone call, Mr
[redacted] asserted that we had 'photoshopped' and falsified GPS, email, and phone
recordsThis is not the case, but for the sake of customer service we are
still offering a refund of their last quarterly service and a free retreatment
if they are still experiencing pest issues and willing to remove disparaging
comments through social media
Thank you,

I will email him directly form our system stating the cancellation.  I have also attached the contract signed by the customer that was emailed to him on 5/31 and sent via USPS on 6/13.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Since you say you've "refunded" the last charge I will release the complaint. "We didn't receive any payment information until we made contact for the September service." That statement is bogus! You've had my card on file, I gave it it to the kid that sold me the service... ridiculous 
Warmest Regards,

We are resolving this matter via email correspondence with this customer. After explaining things further, he has agreed to have our technician come back to service his home for the final treatment under his agreement. We charged him the fee for the last treatment since he refused to have a technician come out to his home. His true cancellation fee would have been $180 and it would have been valid due to the customer's refusal for service under his agreement, but we chose to take the latter of the options to show good faith. Our company's cancellation guidelines are as follows: "AGREEMENT: Any discount(s) received on the Initial Service is based on a minimum twelve (12) month agreement. Services will continue thereafter until cancelled with a minimum thirty (30) day written notice. "This specific verbiage is used in the checklist that the customer signed and initialed next to each bulletin. Each bulletin explains the terms of the services very clearly.We have attached a copy of this customer's checklist.Thanks,Greenix Team

Revdex.com,We have contacted this customer in regards to this complaint. Initially, the customer had refused services when we tried to come out to service his home. We then got in touch with the customer to discuss cancelling the services per the $120 cancellation fee. We had a technician reach back out to...

him to confirm if he wanted to cancel and the customer did confirm that he no longer wanted the services. Should the customer like to continue the services, we would be happy to refund him for the cancellation fee. Per his discussion, there were no issues with our service, but he wanted to switch to a lawn care company.Thanks,Team Greenix

Thank you for the feedback [redacted], I apologize you were not pleased with the sales representatives program he set you up with. You originally used us for a twice a year service. Then you signed up for quarterly also. Would you like to move back to the twice a year service? I know you were satisfied...

with that in the past. Thanks!Team Greenix

The lady tried to tell me that same story already. Yes I did agree for the one time debit. Was it explained to me that it would be forever?, No. That is the problem that people need to be aware of. I was on a recorded line. Reference the call and send me the audio where I say that I am signing up for auto-debit. Then I will be satisfied

The same rhetoric.  This is all they know.  First a refusal to honor the money back guarantee when I initially called almost a year ago now.  Then refusing to honor the system that their agreement laid out.  Look at the visit listing screenshot that is attached to the complaint.  Then look at the agreement.Greenix changed the date of the second visit, not on my request, not for my benefit, not with any explanation, permission, nothing.  It was just changed.  I'm fine with that but then I AM NOT RESPONSIBLE for the change.  DON'T hold me accountable for a change GREENIX decided.  Now a new twist is added.  That wasn't the last day of the agreement - a whole new statement to me. There was no argument from the customer service people on this point and as previously stated I was not going to fall victim to a whole new year, which was patiently explained to me on one of many calls and it was also mentioned online in the writing on the site.  If I had service done in the month of June it would have started a new agreement.  So it can't be both ways... the month of June cannot both be included AND be a catalyst for a new 12 month agreement.  Revdex.com, this process will not get resolved unless you step in and make a decision.  This has been going back and forth for almost a year with an unhappy customer and no resolution.  Why I turned to you for assistance.  This is going to ruin my credit and I really feel that they hold customers hostage over this fact. 
The response I want is that the bill for the last visit is dropped. This newest explanation falls short based on the information that I had about how the renewal would happen.

We're more than happy to come and treat the inside of the home at any time throughout the year. The cancelation of this account before the agreement of 1 year is complete would result in the discount given on the initial service needing to be paid back, per the agreement signed by the...

customer.

Why would Greenix want to keep the hard-earned money of a customer when they didn't do their job correctly?  Why would you not care about the customer being unhappy?  I think it says a lot about what kind of business you truly are.There was no message that day telling me the call could be recorded and I have never heard that message on any of my calls to you.Our house is open.  The basement is five steps away from the main floor and as soon as he sprayed we could smell it.  He was rude and uncaring.  He came loaded with two or three aerosole cans and that was it. He spent no more than ten minutes in the house if that.My inititial call was made in plenty of time to get a refund and [redacted] knows this.  I spoke to [redacted] that day and he told me he would get back to me so I waited for him to get back to me! He nor anyone else called me back.  When the fleas got bad again (my grandchildren were covered in them, to my horror, when they went down there to play) I called again. [redacted] kept telling me that [redacted] would call me back. He never did and neither did [redacted].  Since this whole thing began, I never knew there was a "[redacted]" until I asked the Revdex.com to intercede. So, [redacted] was hiding behind poor [redacted]. They must have done something to blocks my calls, as well, because I haven't been able to get through to them for over a week. My phone company doesn't know what is wrong either.  What a fine business you are, indeed, Greenix!I have fibromyalgia and a bad back so I battle fatigue and pain every day.  The emotional stress of all of this has really had a bad impact on me.  I don't expect Greenix to care about that, we all know they are beyond caring anyway, but I want you know what you have done to a customer who only wanted to have the fleas exterminated from her house.I am tired and worn out so you go right ahead and keep our money for doing nothing.  I still have the option to go through the courts if need be.Thank you, Revdex.com, for all your help in this matter. I do not want to hear from [redacted] again in any form.  We will let the courts handle this.