Greenix Pest Control

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,David Menear

They stated that the change in the schedule was for my benefit.  Let me state that it was not communicated that a schedule change would happen, there was no discussion around the reasons or the long term effects of the change.  I ask this question back.  If I had not started calling and asking questions would the next appointment been after 3 months like normally scheduled?  That would have started a new 12 month contract.  At that time I had already communicated that their service was not meeting expectations and made it clear that I did not want to renew.I will attach the contract that clearly states it is for a 12 month period and not for a specific number of visits.  There is also a money back guarantee that they did not offer to honor when I called in midway through the contract to complain that I was not satisfied (after 3 visits).  At that time they sent me the copy of the contract to remind me that it was for 12 months.It is correct I am not interested in communicating via phone with Greenix because I was on conversations with managers and customer service representatives on different occasions with no resolution, I understand that it has to be the correct person to be able to make decisions but one time I was on the phone for nearly an hour, when I called to confirm that I had met my side of the contract in month 10 - if they had waited the standard 3 months it would have gone over the time period and started a new contract, and could not get past a first level manager.  I have also requested written contact only with the collection agency.To wrap up.  The schedule change happened without any consultation or knowledge to me.  I should not be responsible for the long term effects of that change, and in this case it is the loss of income for the company because of a lost visit.  If I had agreed to the change then I agree this money would be owed.  But I did not make the decision, did not agree and had no influence on the change so the outcome is not my fault and I should not be made to pay for it.In truth I expect the answer to my earlier question will be yes, and that would be a method to have people stuck in another 12 month contract.

I looked into this and I see where this customer had been charged but the card had been refunded.  I sent the customer an invoice stating a zero balance. I would also like to offer the customer 2 free services to make up for this inconvenience.  We are working very hard to revamp our...

customer service department as well as upgrade our technician's technology and products that will adhere in inclement weather.  Any questions can be directed straight to me, the Customer Service Department Manger.

Hi [redacted]!Our number 1 goal is to take care of your bugs. We appreciate your patience in working with us on this. As you know, you signed the agreement and the checklist, and we're doing our best to help you either be satisfied with this agreement, or get out of the agreement if our end of the agreement is not fulfilled. You have another free service scheduled on 8/7/17. We ask that you allow the treatment 10 days to eradicate the problem, as that's how the treatment was designed to work. If after those 10 days, you haven't seen a decrease in your bugs, we will cancel your account penalty free.Thank you,Greenix

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I have called this customer and left a message.  I will speak to the sales representative to understand what happened on his end.  There is no cancel fee added to her account and the contract has been canceled.

We want to do our best to keep our customers happy and have them continue with their services. This was the goal of the conversation on March 20. I sincerely apologize for the miscommunication and any information about the year agreement that may have been given incorrectly. We hope that the services provided were done to your satisfaction, and we have canceled our account and waived all future fees and charges. Thank you again for your business,JakobTeam Greenix

We really apologize for any dissatisfaction that this customer has had with our company. The product with the strongest sent is the organic product, and was also used at their home, along with other synthetic products. We offered multiple different solutions to this customer's situation, and haven't been able to get a hold of them for the last couple of weeks. We are happy not to contact this customer anymore, however, they still have a balance on their account that needs to be paid.Thank you,Team Greenix

I am not happy with the service provided and the  acceptable outcome is to have "this contract" cancelled with no further payment. Furthermore your technician did not go over anything I signed. The tablet was shoved in front of me to sign. It is alarming how misleading this company is. I would advise you in the future to be clear on your terms which you are not.

To address some of the customer's concerns and according to our records, the customer signed his agreement on 8/11/2017 at 5:56pm. The customer then signed a checklist,  which describes the services in detail and also explicitly details the cancellation fee for the services, after the initial...

service was performed. The checklist was signed at 3pm on 8/12/2017, but the service was done at 11:42pm that same day.  The Checklist that we had the customer sign is done verbally, but the wording and a copy of the Checklist and agreement are sent to the customer via email for them to review and sign. The technician, James, left these notes on the initial service,"Customer did not sign box 4 of initial checklist because he said sales told him he could cancel anytime and there is no penalty. He told me...." we are gonna give it a try and if it works we will keep going". The customer since then has not complained about the services not working and has agreed to continue as long as the treatments work. We feel that this is a fair agreement and will be happy to cancel the customer's account/null or void the cancellation fee if the treatments do not work. We would need the customer to have 2 reservices at the minimum in between treatments ,while still seeing activity, to be able to cancel his account.Thanks,Greenix Team

I would like a response, in writing, from Greenix, confirming that whatever contract they said I signed is now null and void, no cancellation fees are owed or any other fees of any kind, and my account is closed, not just "frozen".

Michael,    your cancellation fee has been lowered to sixty dollars-- the difference of your service before it was discounted. Attached are the two signed agreements for future reference.

I am very sorry to hear that this customer is unsatisfied with our products as well as our services.  I will be running reports to see why all his emails and phone calls have not been returned.  We record and track all incoming calls/messages as well as phone conversations.  I will...

follow up with Revdex.com once I get more details on the phone and email logs.  We are completely revamping our customer service department and take these reports very seriously.  According to our records the customer signed up for our quarterly pest control service ($99 per service 4 times a year) and as well as only paying $53.38, receiving a discount of $169 off the initial service which was performed on 7/14/2016.  Our company offers free reservices in between a customer's quarterly services because we know it can takes more than one application to get an insect issue under control.  Unfortunately, because we were not called and notified that there was still an issue Greenix did not have the opportunity to continue the steps needed to control and maintain the wasp/ant problem.  I have refunded the customer's credit card, froze his account and canceled his contract waiving the fees.  Signed contract attached.