Initial Business Response / [redacted] (1000, 10, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hitechtermite.com Hi Tech Termite of the Bay Area strives to create an environment of open communication and customer service to ensure that our customers are satisfiedOur industry is one that is overseen and governed by the Structural Pest Control BoardThat board sets the rules and regulations for the industryThey also require that all employees are licensed in accordance to their rules and regulationsThat being said, some customers misunderstand the extend of liability and the standards that all termite companies are held to by the board A wood destroying organism report (often referred to as a termite report) requires the licensed inspector to identify fungus, dry rot, carpenter ants, carpenter bees, wood boring beetles, termites, and any damage that may have been caused by these infestations or infectionsThese are known as Section I itemsInspectors are also required to note Section II items which are items that can attract or lead to any Section I itemThis may include, but not be limited to plumbing leaks, cracks in the exterior siding/stucco/brick, loose or missing grout, etcThe "structure" defined by the board is the home and anything that is physically attached to the homeWe are required to bid items that fall into our scope of workOther items may be referred to a professionalThe report also states that the owner is not required to use our company for such repairs In this particular circumstance, the customer paid $for an escrow inspection (which I'm willing to refund 100%)Different loans require different standards in order to fundMost people refinance their home in order to take money out for home improvementsUnfortunately VA loans require a Section I and Section II clearance before the loan can fundSome people are shocked by the news that they have to spend hundreds or thousands of dollars before they can refinance their home After speaking with the inspector, he informed me that he was very polite and tried to engage the customer in conversationShe responded by asking him to talk to her boyfriend who would be handling everythingThe inspector informed the owners boyfriend that there were various findings of fungus/dry rot throughout the eavesHe also informed the customer that there was a small termite damaged portion of the fence that was physically attached to the homeSince the home was not a wood framed structure, the inspector found no reason to charge for termite treatmentInstead he recommended removing and replacing the damaged wood to resolve the issue and save the customer moneyHe went through all the findings with the owners boyfriend, gave him his card and asked him to contact him if there were any questions or concernsNo call was ever made to the inspector The report was sent to the customer within business hoursWithin hours of the report being sent, Hi-Tech Termite received a poor review onlineAs the owner of the company I tried to reach out to her via phoneShe immediately got defensive and started yelling and disrespecting meMy goal was to simply explain to her what I've explained above, but she didn't give me the opportunity Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the owner's lengthy response to my complaint, however it's apparent that he did not listen to me or my concerns and he also did not address the main issue of the complaintThe main issue was the difference in the verbal report that the tech gave us vswhat the tech put down in the written reportThe owner tried to justify his tech's actions and I did listen to what he had to sayThe owner replied to most of my questions with: "well you have to fix these items anyway" and disregarded my concern about the oral vs written reportAs I've stated before, I have no issues with fixing any items, it's the fact that the tech told us one thing, and then wrote down another in the reportWe gave the verbal report to our lender so we could finish our loan process(Also, the report was sent directly to our loan officer, and was not sent to us as the owner claims.) My husband (not my boyfriend - again owner not listening!) spoke with the loan officer who questioned why we had a different written report vsthe verbal report we gave her the same day the tech was hereThat's how we found out there was a difference in the reports and it held up the loan significantlyBecause we could not trust what the tech wrote, we do have to hire another company to come in and do the reportThe owner really did not listen to me or what the issues were as he was too busy telling me "you don't understand" or "you have to fix it anyway" and he wonders why I was so upsetHad the owner simply stated something like: "It seems there was miscommunication between you and my tech, I apologize if that caused you any inconvenience," I would have withdrawn my complaintInstead he called and argued with me and still did not address the main issueLastly, on a positive note, when I asked for a refund, he agreed and sent it within a week Final Business Response / [redacted] (4000, 17, 2015/09/01) */ I apologize that there was an obvious disconnect between what the inspector said verbally and what was put on the report [redacted] is a state licensed inspector who is required to identify all items within the definition of his expertiseThe fact that ***'s report didn't reflect what you were told is simply bad communication on our endWe train our inspectors to go over the findings with the homeowner during the inspection so that potential questions and/or concerns can be addressed at that timeI've spoken with [redacted] about being more detailed and direct with his explanation so that we can grow as a companySometimes complaints like this end up being a great tool to learn and improve I sincerely do my best to make sure that my customers are happy with our servicesWhen they are not, I try to resolve the issueWhen it was clear that Mrs [redacted] was not happy and did not want to do business with Hi Tech Termite of the Bay Area, I felt that it was only fair to refund the money for the reportI wish her luck with the new company that she has chosen and I sincerely hope that she accepts my apology Final Consumer Response / [redacted] (2000, 20, 2015/09/02) */ 9/2/email from consumer Hi ***, This is OK to closeI've moved on with life Thanks for all your help with everything :
Initial Business Response / [redacted] (1000, 10, 2015/07/28) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hitechtermite.com Hi Tech Termite of the Bay Area strives to create an environment of open communication and customer service to ensure that our customers are satisfiedOur industry is one that is overseen and governed by the Structural Pest Control BoardThat board sets the rules and regulations for the industryThey also require that all employees are licensed in accordance to their rules and regulationsThat being said, some customers misunderstand the extend of liability and the standards that all termite companies are held to by the board A wood destroying organism report (often referred to as a termite report) requires the licensed inspector to identify fungus, dry rot, carpenter ants, carpenter bees, wood boring beetles, termites, and any damage that may have been caused by these infestations or infectionsThese are known as Section I itemsInspectors are also required to note Section II items which are items that can attract or lead to any Section I itemThis may include, but not be limited to plumbing leaks, cracks in the exterior siding/stucco/brick, loose or missing grout, etcThe "structure" defined by the board is the home and anything that is physically attached to the homeWe are required to bid items that fall into our scope of workOther items may be referred to a professionalThe report also states that the owner is not required to use our company for such repairs In this particular circumstance, the customer paid $for an escrow inspection (which I'm willing to refund 100%)Different loans require different standards in order to fundMost people refinance their home in order to take money out for home improvementsUnfortunately VA loans require a Section I and Section II clearance before the loan can fundSome people are shocked by the news that they have to spend hundreds or thousands of dollars before they can refinance their home After speaking with the inspector, he informed me that he was very polite and tried to engage the customer in conversationShe responded by asking him to talk to her boyfriend who would be handling everythingThe inspector informed the owners boyfriend that there were various findings of fungus/dry rot throughout the eavesHe also informed the customer that there was a small termite damaged portion of the fence that was physically attached to the homeSince the home was not a wood framed structure, the inspector found no reason to charge for termite treatmentInstead he recommended removing and replacing the damaged wood to resolve the issue and save the customer moneyHe went through all the findings with the owners boyfriend, gave him his card and asked him to contact him if there were any questions or concernsNo call was ever made to the inspector The report was sent to the customer within business hoursWithin hours of the report being sent, Hi-Tech Termite received a poor review onlineAs the owner of the company I tried to reach out to her via phoneShe immediately got defensive and started yelling and disrespecting meMy goal was to simply explain to her what I've explained above, but she didn't give me the opportunity Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the owner's lengthy response to my complaint, however it's apparent that he did not listen to me or my concerns and he also did not address the main issue of the complaintThe main issue was the difference in the verbal report that the tech gave us vswhat the tech put down in the written reportThe owner tried to justify his tech's actions and I did listen to what he had to sayThe owner replied to most of my questions with: "well you have to fix these items anyway" and disregarded my concern about the oral vs written reportAs I've stated before, I have no issues with fixing any items, it's the fact that the tech told us one thing, and then wrote down another in the reportWe gave the verbal report to our lender so we could finish our loan process(Also, the report was sent directly to our loan officer, and was not sent to us as the owner claims.) My husband (not my boyfriend - again owner not listening!) spoke with the loan officer who questioned why we had a different written report vsthe verbal report we gave her the same day the tech was hereThat's how we found out there was a difference in the reports and it held up the loan significantlyBecause we could not trust what the tech wrote, we do have to hire another company to come in and do the reportThe owner really did not listen to me or what the issues were as he was too busy telling me "you don't understand" or "you have to fix it anyway" and he wonders why I was so upsetHad the owner simply stated something like: "It seems there was miscommunication between you and my tech, I apologize if that caused you any inconvenience," I would have withdrawn my complaintInstead he called and argued with me and still did not address the main issueLastly, on a positive note, when I asked for a refund, he agreed and sent it within a week Final Business Response / [redacted] (4000, 17, 2015/09/01) */ I apologize that there was an obvious disconnect between what the inspector said verbally and what was put on the report [redacted] is a state licensed inspector who is required to identify all items within the definition of his expertiseThe fact that ***'s report didn't reflect what you were told is simply bad communication on our endWe train our inspectors to go over the findings with the homeowner during the inspection so that potential questions and/or concerns can be addressed at that timeI've spoken with [redacted] about being more detailed and direct with his explanation so that we can grow as a companySometimes complaints like this end up being a great tool to learn and improve I sincerely do my best to make sure that my customers are happy with our servicesWhen they are not, I try to resolve the issueWhen it was clear that Mrs [redacted] was not happy and did not want to do business with Hi Tech Termite of the Bay Area, I felt that it was only fair to refund the money for the reportI wish her luck with the new company that she has chosen and I sincerely hope that she accepts my apology Final Consumer Response / [redacted] (2000, 20, 2015/09/02) */ 9/2/email from consumer Hi ***, This is OK to closeI've moved on with life Thanks for all your help with everything :