Hudson Insurance Agency

F&W installed a [redacted] Termite bait system at the [redacted] residence on April 25th, Per the terms of the agreement, we check the bait stations twice a year (Spring & Fall) for two yearsIf the customer wishes to renew the termite coverage, a fee of $must be received before the anniversary date of the original agreementIn Ms [redacted] started making partial payments towards the annual renewal fee on her program well beyond the due dateF&W tried to accommodate her needs and over the past few years has allowed her flexibility in her payment scheduleWe serviced her house on April 28th of this yearDuring this visit, our technician checked for stations that had been pushed out of the ground due to frost and assured that all stations were in proper working orderWe can verify both the GPS from the employee's vehicle and mobile device to confirm he was there on the 28thOn May 30th at 10:am Ms [redacted] called to complain that she didn't feel the service had been done correctly in AprilShe called back again at 11:am to tell us she wished to cancel her serviceShe was informed that we would cancel the service and we would have the service manager call her to discuss her concernsOn June 6th the service manager spoke with her and offered to return with the technician to assure her that the system was in good working order and protecting her home from termitesShe refused his offer stating that "she justed wanted to cancel and get her money back"The Manger let her know that we can cancel the service, but since the actual renewal payment was due in March and she had only made a partial payment, no refund would be grantedThe following day at 7:am she called the office stating she hadn't heard from anyone even though she had spoken with our service manager the day beforeUnfortunately, we feel there is nothing more we can offer Ms [redacted] at this timePer her request, we have canceled her Termite protection program and refunded her partial payment of $

Initial Business Response / [redacted] (1000, 8, 2015/09/21) */ This service work for Mr [redacted] has been taking care of and we have verified that the customer is fully satisfiedWe apologize for any miscommunication that occurred with the scheduling of the service callWhile this is not an acceptable excuse, this August, we had three key office staff all require time off for out of state weddings, and that spread us too thin, particularly in scheduling where we were rotating personnel We will make sure that this does not happen againOur A+ Revdex.com rating and positive online customer reviews will confirm that our we are committed to outstanding customer service, and we apologize to Mr [redacted] for this situation Sincerely, Mark [redacted] President

Initial Business Response /* (1000, 7, 2015/08/19) */
We are on it!
[redacted], President
Initial Consumer Rebuttal /* (2000, 9, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response accepted

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response and the offer to refund my partial payment of $125.00 does satisfy my issues and/or concerns in reference to complaint #[redacted]. I would also like to accept their offer to have a service manager present with the technician when removing the stations when I am present. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted] [redacted]

F&W installed a [redacted] Termite bait system at the [redacted] residence on April 25th, 2005. Per the terms of the agreement, we check the bait stations twice a year (Spring & Fall) for two years. If the customer wishes to renew the termite coverage, a fee of $325 must be received before the...

anniversary date of the original agreement. In 2011 Ms. [redacted] started making partial payments towards the annual renewal fee on her program well beyond the due date. F&W tried to accommodate her needs and over the past few years has allowed her flexibility in her payment schedule. We serviced her house on April 28th of this year. During this visit, our technician checked for stations that had been pushed out of the ground due to frost and assured that all stations were in proper working order. We can verify both the GPS from the employee's vehicle and mobile device to confirm he was there on the 28th. On May 30th at 10:38 am Ms. [redacted] called to complain that she didn't feel the service had been done correctly in April. She called back again at 11:12 am to tell us she wished to cancel her service. She was informed that we would cancel the service and we would have the service manager call her to discuss her concerns. On June 6th the service manager spoke with her and offered to return with the technician to assure her that the system was in good working order and protecting her home from termites. She refused his offer stating that "she justed wanted to cancel and get her money back". The Manger let her know that we can cancel the service, but since the actual renewal payment was due in March and she had only made a partial payment, no refund would be granted. The following day at 7:48 am she called the office stating she hadn't heard from anyone even though she had spoken with our service manager the day before. Unfortunately, we feel there is nothing more we can offer Ms. [redacted] at this time. Per her request, we have canceled her Termite protection program and refunded her partial payment of $125.

Initial Business Response /* (1000, 8, 2015/09/21) */
This service work for Mr. [redacted] has been taking care of and we have verified that the customer is fully satisfied. We apologize for any miscommunication that occurred with the scheduling of the service call. While this is not an acceptable...

excuse, this August, we had three key office staff all require time off for out of state weddings, and that spread us too thin, particularly in scheduling where we were rotating personnel.
We will make sure that this does not happen again. Our A+ Revdex.com rating and positive online customer reviews will confirm that our we are committed to outstanding customer service, and we apologize to Mr. [redacted] for this situation.
Sincerely,
Mark [redacted]
President