Dear Mr. [redacted],You are misinformed on the method in which we use our pesticide dust. We are not applying it to the outside of the home, we are applying it with the proper equipment into cracks and crevices around the home, in the attempt to control insects and spiders that have harbored deeper into...
the walls to survive the cold or lay eggs. On the occasion that it does warm up, and these pests hatch or come out of dormancy to breed, the dust will be there to stop them. Many companies use winter as an opportunity to place pesticide dust into the cracks and crevice, where liquid applications cannot reach, this is common practice in the industry and very effective pest control. It is also in compliance with the label and state law to apply dust in this way, and I verified that with the State Chemist after your complaint was submitted to him. Furthermore, we have already let you out of your contract with no further charges to you, and I don’t understand your persistence in badgering our company publicly, when we have done nothing wrong to you or your home. Our service is great, and I am sorry that this misunderstanding of our winter applications has led you to believe otherwise, but we are very confident in the applications that we give to our customers. Thank you, Hawx Services
[redacted],When a representative talked to you onDecember 5thletting you know you would have to talk to our Customer Solutions Department in order to help you further with closing the account you stated we have already told you that 3 times. All attempts to contact you have been unsuccessful. What we can do since you are wanting to cancel is cut your discount given on the initial service making it $114.50. The service charge from the November service of $85 was removed from your account. We hope that with this additional discount on your signed service agreement we can come to a resolution. We thank you for your time.Hawx Services
Hello,I apologize for the confusion over Alterra, and I would like to clear that up immediately. I used to work for Alterra as a manager and have been through a buy with them and I am familiar generally with how the contracts of the buy out go. The owners and managers of Alterra are no longer...
working under Alterra, but are working under a new startup which they plan on selling in 3-5 years and they have actively come out and stated that to their employees, so that is not my own guessing at work, but fact. Alterra was bought by Terminix but in the contract Terminix had to keep Alterra's name for a short period of time. Alterra is managed by Terminix Managers. I still talk to my friends who still work for Alterra and I have been told that Terminix is in the process now of dissolving Alterra into the company. I promise you were not lied to about the situation, Alterra was bought and will be dissolved. If you would still like to cancel, even after being given this information, please call the office and ask to talk to me, I will be more than happy to go over any other concerns you have. Thank you so much for your feed back! I hope to hear from you. Best Regards,James S[redacted]Branch Manager
Tell us why here...Dear [redacted],We are sorry to hear about your frustrations. It looks like the reason you contacted us to cancel was because you were unhappy with the services performed. It may take multiple visits to rid of all pests, therefore we warranty all products and services. If at any...
time you are still having a problem, or you are unhappy we will come back out, we would like to send our Branch Manager Nathan to your home to perform a free reservice. We received an email on July 3rd stating you would like to cancel your services, we tried calling you to talk about services. On September 9th an email was sent stating your account had been taken off the temporary hold since we did not hear back from you in July. That being sent put your account back into scheduling. On November 30th we sent an email and text reminder for your December 7th service, since you did not decline services that service was performed. On December 11th a member of our Customer Solutions department talked to Mrs. [redacted] and explained what had taken place with your account. When you signed up for service on May 20th you agreed to a one-year service agreement including seven services. At this time, you have received three out of the seven services. If you wish to cancel prior to fulfilling the one-year agreement, you agree to give back the discount given on the initial service. An initial service has a minimum service charge of $300 plus tax, you received your initial service for $49 plus tax, making your discount $251 plus tax. That is why you have received a bill for that fee. If you would like to continue services, we are happy to lower your 7 agreed services to 5 at the rate of $89 plus tax a treatment as well as have our Branch Manager Nathan come out to reservice your home. We look forward to hearing from you, and hope that we can satisfy both parties with this response. Have a great day.Thank you,Hawx Services
Dear Customer,We apologize for any miscommunication that occurred. We have spoken over the phone and an agreement was reached on 9/14. It was explained that under the agreement you will receive free treatments if you have any problems with bugs between scheduled services. The first and second...
services are scheduled one month apart in order to eliminate the nests on the yard. Following the second service we come out every three months. Between those scheduled service you can receive as many free services as needed until you are satisfied. You were charged for our first service at the end of July and for your second service one month later at the end of August. We had no communication from you about your issues with spiders. If we would have been communicated the issue, we would have come out to treat your home again for free as you were promised, no questions asked. When you signed up with our services you agreed to a 12 month contract and that you would pay $129 for cancelling early. We waived that fee and did not charge a penny for breaking the contract. We have been more than fair to you. There were no mistakes made about the charges on your account. We also waived a $129 charge that you agreed to and should have been charged because we wanted to help you out. If you have any other questions or concerns please call our office at 314-474-5900.Thanks,Hawx
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]
[redacted], We are sorry to hear about your frustrations on your account. Below we will list all communication we have with your account. The phone number that we have on file is ###-###-#### and the email we have on file is [redacted]. These are used for text, voice, and email...
reminders/notifications. 6/19/17 at 7:32PM an email PDF file of your signed service agreement was sent. We have attached a copy of that service agreement. 6/19/17 at 7:36PM your account [redacted] was created after signing up for our one-year quarterly service with our Door to Door salesman Geoff. 6/19/17 at 7:36PM an email reminder for your initial service for 6/20/17 was sent. 6/20/17 at 7:53PM an email completed service notification was sent for your initial service performed that day. We have attached a copy of that service notification. 7/25/17 at 2:01PM an email, text, and voice reminder were sent for your upcoming quarterly service on 7/27/17. 7/27/17 at 1:04PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 11/3/17 at 12:30PM an email, text, and voice reminder were sent for your upcoming quarterly service on 11/9/17. 11/9/17 at 2:09PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 12/4/17 at 12:12PM the following email was sent “Dear Valued Customer: As the colder weather is beginning, we would like to take a moment to briefly explain your winter pest service. Listed below are the reasons Hawx Pest Control will continue to treat your home through the winter months. We hope you find the information in this letter useful, and as always, you may contact your local office regarding any other questions you may have. 1. Termites, carpenter ants, cockroaches, earwigs, and many other insects can thrive indoors, as the weather is always pleasant inside! 2. Rodents can find their way into your home, should this be the case, we have measures we can provide to be rid of mice and rats. 3. Inspecting and/or treating entry points like doors, windows, and peepholes provide lasting protection and ready your home for the emergence of pests in spring. We use a moisture resistant dusting treatment under siding, in cracks and crevices of the home, and around the windows and doorways; this dust will penetrate deeper than any liquid application, reaching pests that may have found a place to nest for the winter. 4. When we remove spider webs which may be carrying egg cases, we prevent them from reemerging when the weather warms up. Remember, invasive pests want to be indoors during the winter for the same reasons you do! It is important to perform a comprehensive pest control treatment to ensure that your home is protected year-round. 5. Insect breeding is based on temperature, instead of seasons. Every so often during the winter there are warm days, warm enough for insects to emerge quickly and breed. We want to ensure that even in the winter months, insect breeding is brought to a minimum, which will help reduce future populations that would have hatched on your property. We hope you and your families stay warm this winter, and we look forward to keeping you pest free! Best Wishes, Hawx Pest Control” 2/2/18 at 1:40PM an email, text, and voice reminder were sent for your upcoming quarterly service on 2/9/18. 2/2/18 at 1:46PM a text was sent in reply to our reminder saying, “Sorry I cant talk right now.” 2/9/18 at 11:37AM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 2/12/18 at 10:17AM we received a call requesting to cancel. At this time our Customer Service Representative offered to send someone to your home to treat the interior since that is what you were wanting to cancel for. You declined that service. When signing up for our services if at any time you are unhappy or have not received the service that you wanted we will send a service professional back out to treat, at no additional charge. We provide 100% warranty, as stated in our service agreement. Interior service is per request, it is no additional charge, we just need to set a two-hour time window to treat the interior. This one-year service agreement includes 5 services, you have received 4 out of the 5 services. What we can do is send our Branch Manager Tim to your home to perform a free interior and exterior service at a time in which you are available. We service Monday through Friday from 8AM-5PM and Saturdays from 8AM-4PM. If you are only in need of interior service, we can schedule a later time of day to work around your schedule. We can set up a customer preference on your account that will have our service professionals call the phone number listed on file 1 hour prior to each service visit arrival to insure someone is present for interior service, as well as not allow them to treat without someone being present at the home. Your rate for your quarterly service is $99, we can lower that rate for you to $79 for your last treatment. If you wish to cancel we request that the discount on the initial service of $214 be returned. We hope with all the information we have provided we are able to come to an agreeable standing. Please let us know how you would like to proceed, we look forward to hearing from you. Thank you, Hawx Services
Dear Customer, We apologize about the confusion. We have reviewed the situation and have closed out your account without a fee. We apologize for the miscommunication. If you have any other questions we would love to assist you at 469-453-1440.Thanks,Hawx
[redacted],Our company does not provide cancellation numbers. We would like to look into this information further so we can correct any misinformation on our end. Can you provide me the number the representative gave you or a name? Any time you are to call into our location it will time stamp your account and who was the one who talked to you or opened the account that day. We have no activity on your account in the month of October. No services are able to be performed without it being on our servicing schedule, we have looked into every route we ran in that month and none have been tied to your address. We will await your reply in order to look further into this.Thank you, Hawx Services
[redacted],We have noted your account and will await payment of the $79. Until the payment is received our billing department will be reaching out in order to collect that balance. If you have further questions or concerns please let us know.Thank you,Hawx Services
Complaint: [redacted]
I am rejecting this response because:I ONLY RECEIVED TWO SERVICES. TWO not THREE. I will pay the 26.33 for those services. As this is the amount you seem to be comfortable with.
Sincerely,
[redacted]
Dear customer,We apologize that the services promised were not completed and would like to send someone out at our expense to do it for free. As discussed over the phone, the initial service on 7/12 was for general pest and the service on 7/13 was only for the free mosquito promotion we gave you for signing up and not for general pest. We apologize that we did not provide the service you expected and would love to correct the issue. We have only preformed one general pest service however, not two. We have tried to fix any mistakes and have been more than fair in our dealings with you and have provided more than reasonable options which were all declined. If there is anything else we can do for you please let us know.Thanks, Hawx
Hello,My name is James, I am the Branch Manager of the St. Louis branch. I am grieved to hear about this experience that you have had with our service, and I will definitely be looking in to find out why our technician spent such little time on the service. As frustrating as that event is, to both...
of us, I am happy to inform you that their are better options than cancelling. We offer free unlimited reservices to ensure the satisfaction of our customers, which is good news for you! If you are seeing more spiders, that is simply because the pesticides used are upsetting their normal nesting habits and they either die off or are forced out. That is why we try to return a month from the Initial service as your first quarterly treatment, to target those insects and spiders that you may be seeing as a result of the flushing treatment from the initial service. If there are any other reasons that you are dissatisfied, such as receiving a service that you feel was too short, we can come back, for free, to meet your expectations of what you are paying for. I would be more than happy to come out to service the home and resolve the issues rather than paying to cancel the services that you have signed up for. I will be reaching out to you, to set up an appointment for a free reservice. Thank you for your time and I apologize that I did not hear about this until now.
We have customers who have these systems installed in their walls and still sign up, because they would prefer our service over the system. It is not up to our sales rep to decide for you which pest control method you prefer, and if you didn't tell him that you have the system installed, it's left...
to assume that you wanted our service. We will cancel the account but we will not refund services that were rendered before we were alerted to stop service, which is more than fair given the fact that you were also given a major discount off of our price at the beginning of our service agreement. Thank you for your time and I wish you the best in the future.
Dear Customer, We apologize about any miscommunication. After an investigation we have decided to close down your account. We apologize and do believe it was an honest human error and nothing malicious. We apologize again and have closed your account.Thanks,Hawx
Hello,I am the branch manager here in Saint Louis, and I want to assure you that we have no intention of "tricking" or misleading any of our customers. The actions of the sales rep are his and I am disappointed in his inability to be clear and forthright with what your were signing. I also feel...
strongly that you should not have to suffer for his mistake, and I will be calling you to settle this in a way that is satisfactory to you. Thank you for letting me know about this and I will talk to you soon.
Hello,We are very sorry to hear that this was your experience and that the sales rep did not accurately portray what the program entailed. It is a year long, four season program with the initial cost being discounted. It was supposed to be more than just two treatments. Along with that cost came...
unlimited free reservices, because biology is in the business of surviving, and is good at it (especially ants). It time and multiple doses to control some situations and we wish for all of our customer to take advantage of the free reservices to effectively control the pest populations that are bothering them. I am very glad to hear that the ant situation at your home was taken care of, and there is no doubt in my mind that whoever you had come out was able to piggyback off of the work we started in order to gain control of the ants. Since our sales rep did not set the correct expectations, we will go ahead and wave the cancellation fee. We thank you for your business and wish you well. Best Regards,James S[redacted]Branch Manager
Dear [redacted],We are sorry for any miscommunication or frustration that has taken place. It looks like in your complaint with the Revdex.com you had signed up for services in October with a gentleman named James. However, it looks like you signed up for services on June 27th with a...
door to door sales representative named Tanner. At the time of signing up you signed up for a one-year service agreement agreeing to 7 Bi-Monthly services, that included wasp treatment. You received your initial service on June 28th, your 30-45 day follow up appointment was scheduled for July 27th, you contacted our office when reminders were sent to cancel on July 19th. At that time a representative was going to have a manager call you to resolve the issues regarding pricing. A member of our Customer Solutions Department called and left a voicemail on July 20th. When wanting to cancel your account is placed on a temporary hold, since we did not hear back from you on September 23rd an email was sent stating that your temporary hold had expired, and your account was placed back in our service schedule. We sent reminders for your upcoming December 6th service on November 29th via text, email, and voice. Because we did not hear from you the service was performed. We then received a call from you regarding your frustrations that you thought you had cancelled and we performed another service. The reason for needing a member of our Customer Solutions Department to contact you is when you signed up for our service plan and the service agreement there are things we must cover prior to cancelling the agreement. At any time that you are having problems with services or are unsatisfied we will come and reservice your home at no additional charge. We do cover wasps in your service plan, we do not cover termites in your service plan. We offer termite services, it is just an additional service charge. We do not have record of speaking with you or servicing your home in October. What we can offer is moving your account from 7 services to 5. You have received 2 services, which would leave you at $79 plus tax each for your last 3 services. Or if you wish to cancel prior to fulfilling the agreement you agree to give back the discount given on the initial service, an initial service has a minimum charge of $300 plus tax. You received your initial service for $49 plus tax, making the discount $251 plus tax. Attached is your signed service agreement for your review. We hope that this response will come to an agreeable standing. We hope to keep you as a customer and look forward to hearing from you.Hawx Services
Dear [redacted], We are sorry to hear about your frustrations. After reviewing your account since you tried cancelling your service appointment for December 11th via text messages we have removed that charge from your account. It looks like the reason you are wanting to cancel services is because...
you were not satisfied with the products in which we use. We tried reaching out on August 16th and November 20th to talk about your account, both attempts were unsuccessful. We offer free warranty visits; any time you are unsatisfied with service we will come back to your home and retreat. It doesn’t look like you have taken advantage of this, we are happy to have our Service Manager Cameron, or our Branch Manager Milton come to your home to retreat. However, when you signed up for services with David you agreed to a one-year service agreement. By signing up for services you allow us to treat your property without anyone being present. When signing up for our services you have three days within signing to cancel without the discount being required back. On that one-year service agreement it agrees to five services, you have only received one of the five services. If you wish to cancel prior to fulfilling the agreement, you agree to give back the discount given on the initial service. An initial service as a minimum cost of $229, you received your initial service for $49. Making your discount $180, which to terminate services will be requested back. We have attached a copy of your service agreement for your review. We would like to make things right for both parties. Please let us know if you would like our Managers to come out to complete your services, or if you would like your account closed with the $180 discount applied to the account. Thank you, Hawx Services
[redacted],We are sorry to hear about your frustrations with your account. It looks like you signed up for services on June 26th, 2017 at 1:50PM with our door to door Sales Manager Dallas. We would like to apologize for any miscommunication that had happened on this day. When signing up for our...
one-year quarterly service program, you agreed to 5 services. An initial service which took place on June 27th, 2017 at 11:55AM, and four quarterly services. Your first quarterly service took place on October 17th, 2017 at 5:37PM. You have three days after signing up for service to cancel without further fees. It looks like you were unaware of signing up for more than one service however, on July 31st, 2017 at 11:39AM we received an email reply to your upcoming appointment reminder stating “I just had my initial service about a month ago so don't need service yet.... early September should suffice...please send new date via email. Thanks [redacted] Sales Consultant Topix Pharmaceuticals 925-788-2249 636-628-8065” we replied “[redacted], Thank you for your email. After your initial service, we return to your home after 30-40 days for your first quarterly service. After this service, we will return every 90-days. We have attached a copy of your service agreement for you to review. Please refer to your calendar for a schedule of services. Thank you,”. We received you’re email on August 1st, 2017 at 6:42PM requesting to cancel “Please cancel my service Salesperson told me it was quarterly I'm not interested in more than that [redacted]” in reply we stated “[redacted], We are sorry to hear that you no longer wish to receive service from Hawx. We have cancelled any upcoming appointments, and sent your request to cancel to our cancellation department. A team member will contact you to confirm the closure of your account. Thank you,”. In order to cancel services, you must speak with this department in order to go over your service agreement. At this time in hopes to come to a resolution we can lower your quarterly rate for your last 3 services from $99 to $89. If you wish to cancel, we request that the discount on the initial service be given back of $130. We have attached a copy of your service agreement for your review. Please let us know if you have further questions or concerns.Thank you,Hawx Services
Dear Mr. [redacted],You are misinformed on the method in which we use our pesticide dust. We are not applying it to the outside of the home, we are applying it with the proper equipment into cracks and crevices around the home, in the attempt to control insects and spiders that have harbored deeper into...
the walls to survive the cold or lay eggs. On the occasion that it does warm up, and these pests hatch or come out of dormancy to breed, the dust will be there to stop them. Many companies use winter as an opportunity to place pesticide dust into the cracks and crevice, where liquid applications cannot reach, this is common practice in the industry and very effective pest control. It is also in compliance with the label and state law to apply dust in this way, and I verified that with the State Chemist after your complaint was submitted to him. Furthermore, we have already let you out of your contract with no further charges to you, and I don’t understand your persistence in badgering our company publicly, when we have done nothing wrong to you or your home. Our service is great, and I am sorry that this misunderstanding of our winter applications has led you to believe otherwise, but we are very confident in the applications that we give to our customers. Thank you, Hawx Services
[redacted],When a representative talked to you onDecember 5thletting you know you would have to talk to our Customer Solutions Department in order to help you further with closing the account you stated we have already told you that 3 times. All attempts to contact you have been unsuccessful. What we can do since you are wanting to cancel is cut your discount given on the initial service making it $114.50. The service charge from the November service of $85 was removed from your account. We hope that with this additional discount on your signed service agreement we can come to a resolution. We thank you for your time.Hawx Services
Hello,I apologize for the confusion over Alterra, and I would like to clear that up immediately. I used to work for Alterra as a manager and have been through a buy with them and I am familiar generally with how the contracts of the buy out go. The owners and managers of Alterra are no longer...
working under Alterra, but are working under a new startup which they plan on selling in 3-5 years and they have actively come out and stated that to their employees, so that is not my own guessing at work, but fact. Alterra was bought by Terminix but in the contract Terminix had to keep Alterra's name for a short period of time. Alterra is managed by Terminix Managers. I still talk to my friends who still work for Alterra and I have been told that Terminix is in the process now of dissolving Alterra into the company. I promise you were not lied to about the situation, Alterra was bought and will be dissolved. If you would still like to cancel, even after being given this information, please call the office and ask to talk to me, I will be more than happy to go over any other concerns you have. Thank you so much for your feed back! I hope to hear from you. Best Regards,James S[redacted]Branch Manager
Tell us why here...Dear [redacted],We are sorry to hear about your frustrations. It looks like the reason you contacted us to cancel was because you were unhappy with the services performed. It may take multiple visits to rid of all pests, therefore we warranty all products and services. If at any...
time you are still having a problem, or you are unhappy we will come back out, we would like to send our Branch Manager Nathan to your home to perform a free reservice. We received an email on July 3rd stating you would like to cancel your services, we tried calling you to talk about services. On September 9th an email was sent stating your account had been taken off the temporary hold since we did not hear back from you in July. That being sent put your account back into scheduling. On November 30th we sent an email and text reminder for your December 7th service, since you did not decline services that service was performed. On December 11th a member of our Customer Solutions department talked to Mrs. [redacted] and explained what had taken place with your account. When you signed up for service on May 20th you agreed to a one-year service agreement including seven services. At this time, you have received three out of the seven services. If you wish to cancel prior to fulfilling the one-year agreement, you agree to give back the discount given on the initial service. An initial service has a minimum service charge of $300 plus tax, you received your initial service for $49 plus tax, making your discount $251 plus tax. That is why you have received a bill for that fee. If you would like to continue services, we are happy to lower your 7 agreed services to 5 at the rate of $89 plus tax a treatment as well as have our Branch Manager Nathan come out to reservice your home. We look forward to hearing from you, and hope that we can satisfy both parties with this response. Have a great day.Thank you,Hawx Services
Dear Customer,We apologize for any miscommunication that occurred. We have spoken over the phone and an agreement was reached on 9/14. It was explained that under the agreement you will receive free treatments if you have any problems with bugs between scheduled services. The first and second...
services are scheduled one month apart in order to eliminate the nests on the yard. Following the second service we come out every three months. Between those scheduled service you can receive as many free services as needed until you are satisfied. You were charged for our first service at the end of July and for your second service one month later at the end of August. We had no communication from you about your issues with spiders. If we would have been communicated the issue, we would have come out to treat your home again for free as you were promised, no questions asked. When you signed up with our services you agreed to a 12 month contract and that you would pay $129 for cancelling early. We waived that fee and did not charge a penny for breaking the contract. We have been more than fair to you. There were no mistakes made about the charges on your account. We also waived a $129 charge that you agreed to and should have been charged because we wanted to help you out. If you have any other questions or concerns please call our office at 314-474-5900.Thanks,Hawx
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]
[redacted], We are sorry to hear about your frustrations on your account. Below we will list all communication we have with your account. The phone number that we have on file is ###-###-#### and the email we have on file is [redacted]. These are used for text, voice, and email...
reminders/notifications. 6/19/17 at 7:32PM an email PDF file of your signed service agreement was sent. We have attached a copy of that service agreement. 6/19/17 at 7:36PM your account [redacted] was created after signing up for our one-year quarterly service with our Door to Door salesman Geoff. 6/19/17 at 7:36PM an email reminder for your initial service for 6/20/17 was sent. 6/20/17 at 7:53PM an email completed service notification was sent for your initial service performed that day. We have attached a copy of that service notification. 7/25/17 at 2:01PM an email, text, and voice reminder were sent for your upcoming quarterly service on 7/27/17. 7/27/17 at 1:04PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 11/3/17 at 12:30PM an email, text, and voice reminder were sent for your upcoming quarterly service on 11/9/17. 11/9/17 at 2:09PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 12/4/17 at 12:12PM the following email was sent “Dear Valued Customer: As the colder weather is beginning, we would like to take a moment to briefly explain your winter pest service. Listed below are the reasons Hawx Pest Control will continue to treat your home through the winter months. We hope you find the information in this letter useful, and as always, you may contact your local office regarding any other questions you may have. 1. Termites, carpenter ants, cockroaches, earwigs, and many other insects can thrive indoors, as the weather is always pleasant inside! 2. Rodents can find their way into your home, should this be the case, we have measures we can provide to be rid of mice and rats. 3. Inspecting and/or treating entry points like doors, windows, and peepholes provide lasting protection and ready your home for the emergence of pests in spring. We use a moisture resistant dusting treatment under siding, in cracks and crevices of the home, and around the windows and doorways; this dust will penetrate deeper than any liquid application, reaching pests that may have found a place to nest for the winter. 4. When we remove spider webs which may be carrying egg cases, we prevent them from reemerging when the weather warms up. Remember, invasive pests want to be indoors during the winter for the same reasons you do! It is important to perform a comprehensive pest control treatment to ensure that your home is protected year-round. 5. Insect breeding is based on temperature, instead of seasons. Every so often during the winter there are warm days, warm enough for insects to emerge quickly and breed. We want to ensure that even in the winter months, insect breeding is brought to a minimum, which will help reduce future populations that would have hatched on your property. We hope you and your families stay warm this winter, and we look forward to keeping you pest free! Best Wishes, Hawx Pest Control” 2/2/18 at 1:40PM an email, text, and voice reminder were sent for your upcoming quarterly service on 2/9/18. 2/2/18 at 1:46PM a text was sent in reply to our reminder saying, “Sorry I cant talk right now.” 2/9/18 at 11:37AM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 2/12/18 at 10:17AM we received a call requesting to cancel. At this time our Customer Service Representative offered to send someone to your home to treat the interior since that is what you were wanting to cancel for. You declined that service. When signing up for our services if at any time you are unhappy or have not received the service that you wanted we will send a service professional back out to treat, at no additional charge. We provide 100% warranty, as stated in our service agreement. Interior service is per request, it is no additional charge, we just need to set a two-hour time window to treat the interior. This one-year service agreement includes 5 services, you have received 4 out of the 5 services. What we can do is send our Branch Manager Tim to your home to perform a free interior and exterior service at a time in which you are available. We service Monday through Friday from 8AM-5PM and Saturdays from 8AM-4PM. If you are only in need of interior service, we can schedule a later time of day to work around your schedule. We can set up a customer preference on your account that will have our service professionals call the phone number listed on file 1 hour prior to each service visit arrival to insure someone is present for interior service, as well as not allow them to treat without someone being present at the home. Your rate for your quarterly service is $99, we can lower that rate for you to $79 for your last treatment. If you wish to cancel we request that the discount on the initial service of $214 be returned. We hope with all the information we have provided we are able to come to an agreeable standing. Please let us know how you would like to proceed, we look forward to hearing from you. Thank you, Hawx Services
Dear Customer, We apologize about the confusion. We have reviewed the situation and have closed out your account without a fee. We apologize for the miscommunication. If you have any other questions we would love to assist you at 469-453-1440.Thanks,Hawx
[redacted],Our company does not provide cancellation numbers. We would like to look into this information further so we can correct any misinformation on our end. Can you provide me the number the representative gave you or a name? Any time you are to call into our location it will time stamp your account and who was the one who talked to you or opened the account that day. We have no activity on your account in the month of October. No services are able to be performed without it being on our servicing schedule, we have looked into every route we ran in that month and none have been tied to your address. We will await your reply in order to look further into this.Thank you, Hawx Services
[redacted],We have noted your account and will await payment of the $79. Until the payment is received our billing department will be reaching out in order to collect that balance. If you have further questions or concerns please let us know.Thank you,Hawx Services
Complaint: [redacted]
I am rejecting this response because:I ONLY RECEIVED TWO SERVICES. TWO not THREE. I will pay the 26.33 for those services. As this is the amount you seem to be comfortable with.
Sincerely,
[redacted]
Dear customer,We apologize that the services promised were not completed and would like to send someone out at our expense to do it for free. As discussed over the phone, the initial service on 7/12 was for general pest and the service on 7/13 was only for the free mosquito promotion we gave you for signing up and not for general pest. We apologize that we did not provide the service you expected and would love to correct the issue. We have only preformed one general pest service however, not two. We have tried to fix any mistakes and have been more than fair in our dealings with you and have provided more than reasonable options which were all declined. If there is anything else we can do for you please let us know.Thanks, Hawx
Hello,My name is James, I am the Branch Manager of the St. Louis branch. I am grieved to hear about this experience that you have had with our service, and I will definitely be looking in to find out why our technician spent such little time on the service. As frustrating as that event is, to both...
of us, I am happy to inform you that their are better options than cancelling. We offer free unlimited reservices to ensure the satisfaction of our customers, which is good news for you! If you are seeing more spiders, that is simply because the pesticides used are upsetting their normal nesting habits and they either die off or are forced out. That is why we try to return a month from the Initial service as your first quarterly treatment, to target those insects and spiders that you may be seeing as a result of the flushing treatment from the initial service. If there are any other reasons that you are dissatisfied, such as receiving a service that you feel was too short, we can come back, for free, to meet your expectations of what you are paying for. I would be more than happy to come out to service the home and resolve the issues rather than paying to cancel the services that you have signed up for. I will be reaching out to you, to set up an appointment for a free reservice. Thank you for your time and I apologize that I did not hear about this until now.
We have customers who have these systems installed in their walls and still sign up, because they would prefer our service over the system. It is not up to our sales rep to decide for you which pest control method you prefer, and if you didn't tell him that you have the system installed, it's left...
to assume that you wanted our service. We will cancel the account but we will not refund services that were rendered before we were alerted to stop service, which is more than fair given the fact that you were also given a major discount off of our price at the beginning of our service agreement. Thank you for your time and I wish you the best in the future.
Dear Customer, We apologize about any miscommunication. After an investigation we have decided to close down your account. We apologize and do believe it was an honest human error and nothing malicious. We apologize again and have closed your account.Thanks,Hawx
Hello,I am the branch manager here in Saint Louis, and I want to assure you that we have no intention of "tricking" or misleading any of our customers. The actions of the sales rep are his and I am disappointed in his inability to be clear and forthright with what your were signing. I also feel...
strongly that you should not have to suffer for his mistake, and I will be calling you to settle this in a way that is satisfactory to you. Thank you for letting me know about this and I will talk to you soon.
Hello,We are very sorry to hear that this was your experience and that the sales rep did not accurately portray what the program entailed. It is a year long, four season program with the initial cost being discounted. It was supposed to be more than just two treatments. Along with that cost came...
unlimited free reservices, because biology is in the business of surviving, and is good at it (especially ants). It time and multiple doses to control some situations and we wish for all of our customer to take advantage of the free reservices to effectively control the pest populations that are bothering them. I am very glad to hear that the ant situation at your home was taken care of, and there is no doubt in my mind that whoever you had come out was able to piggyback off of the work we started in order to gain control of the ants. Since our sales rep did not set the correct expectations, we will go ahead and wave the cancellation fee. We thank you for your business and wish you well. Best Regards,James S[redacted]Branch Manager
Dear [redacted],We are sorry for any miscommunication or frustration that has taken place. It looks like in your complaint with the Revdex.com you had signed up for services in October with a gentleman named James. However, it looks like you signed up for services on June 27th with a...
door to door sales representative named Tanner. At the time of signing up you signed up for a one-year service agreement agreeing to 7 Bi-Monthly services, that included wasp treatment. You received your initial service on June 28th, your 30-45 day follow up appointment was scheduled for July 27th, you contacted our office when reminders were sent to cancel on July 19th. At that time a representative was going to have a manager call you to resolve the issues regarding pricing. A member of our Customer Solutions Department called and left a voicemail on July 20th. When wanting to cancel your account is placed on a temporary hold, since we did not hear back from you on September 23rd an email was sent stating that your temporary hold had expired, and your account was placed back in our service schedule. We sent reminders for your upcoming December 6th service on November 29th via text, email, and voice. Because we did not hear from you the service was performed. We then received a call from you regarding your frustrations that you thought you had cancelled and we performed another service. The reason for needing a member of our Customer Solutions Department to contact you is when you signed up for our service plan and the service agreement there are things we must cover prior to cancelling the agreement. At any time that you are having problems with services or are unsatisfied we will come and reservice your home at no additional charge. We do cover wasps in your service plan, we do not cover termites in your service plan. We offer termite services, it is just an additional service charge. We do not have record of speaking with you or servicing your home in October. What we can offer is moving your account from 7 services to 5. You have received 2 services, which would leave you at $79 plus tax each for your last 3 services. Or if you wish to cancel prior to fulfilling the agreement you agree to give back the discount given on the initial service, an initial service has a minimum charge of $300 plus tax. You received your initial service for $49 plus tax, making the discount $251 plus tax. Attached is your signed service agreement for your review. We hope that this response will come to an agreeable standing. We hope to keep you as a customer and look forward to hearing from you.Hawx Services
Dear [redacted], We are sorry to hear about your frustrations. After reviewing your account since you tried cancelling your service appointment for December 11th via text messages we have removed that charge from your account. It looks like the reason you are wanting to cancel services is because...
you were not satisfied with the products in which we use. We tried reaching out on August 16th and November 20th to talk about your account, both attempts were unsuccessful. We offer free warranty visits; any time you are unsatisfied with service we will come back to your home and retreat. It doesn’t look like you have taken advantage of this, we are happy to have our Service Manager Cameron, or our Branch Manager Milton come to your home to retreat. However, when you signed up for services with David you agreed to a one-year service agreement. By signing up for services you allow us to treat your property without anyone being present. When signing up for our services you have three days within signing to cancel without the discount being required back. On that one-year service agreement it agrees to five services, you have only received one of the five services. If you wish to cancel prior to fulfilling the agreement, you agree to give back the discount given on the initial service. An initial service as a minimum cost of $229, you received your initial service for $49. Making your discount $180, which to terminate services will be requested back. We have attached a copy of your service agreement for your review. We would like to make things right for both parties. Please let us know if you would like our Managers to come out to complete your services, or if you would like your account closed with the $180 discount applied to the account. Thank you, Hawx Services
[redacted],We are sorry to hear about your frustrations with your account. It looks like you signed up for services on June 26th, 2017 at 1:50PM with our door to door Sales Manager Dallas. We would like to apologize for any miscommunication that had happened on this day. When signing up for our...
one-year quarterly service program, you agreed to 5 services. An initial service which took place on June 27th, 2017 at 11:55AM, and four quarterly services. Your first quarterly service took place on October 17th, 2017 at 5:37PM. You have three days after signing up for service to cancel without further fees. It looks like you were unaware of signing up for more than one service however, on July 31st, 2017 at 11:39AM we received an email reply to your upcoming appointment reminder stating “I just had my initial service about a month ago so don't need service yet.... early September should suffice...please send new date via email. Thanks [redacted] Sales Consultant Topix Pharmaceuticals 925-788-2249 636-628-8065” we replied “[redacted], Thank you for your email. After your initial service, we return to your home after 30-40 days for your first quarterly service. After this service, we will return every 90-days. We have attached a copy of your service agreement for you to review. Please refer to your calendar for a schedule of services. Thank you,”. We received you’re email on August 1st, 2017 at 6:42PM requesting to cancel “Please cancel my service Salesperson told me it was quarterly I'm not interested in more than that [redacted]” in reply we stated “[redacted], We are sorry to hear that you no longer wish to receive service from Hawx. We have cancelled any upcoming appointments, and sent your request to cancel to our cancellation department. A team member will contact you to confirm the closure of your account. Thank you,”. In order to cancel services, you must speak with this department in order to go over your service agreement. At this time in hopes to come to a resolution we can lower your quarterly rate for your last 3 services from $99 to $89. If you wish to cancel, we request that the discount on the initial service be given back of $130. We have attached a copy of your service agreement for your review. Please let us know if you have further questions or concerns.Thank you,Hawx Services