[redacted] , Thank you for contacting usIt is when our customers let us know there is a problem that we can evaluate, look into, and find solutionsThe reason we have a written cancellation policy is for situations just like this oneI was able to pull your physical file and find your cancellation request on the invoice dated 12/14/15/I have cleared out any invoice since that dateYou did sign up for a quarterly service that has a 60% cancellation fee if cancelled within the first months of serviceI have gone ahead and waived that fee due to the major mistake former office staff persons have madeAt the time of you calling in to cancel your service our customer service representative did call you back and leave a message for you to call us back and discuss the cancellation since you hung up on them when they were trying to inform you of the cancellation feeYou have made some pretty serious accusations that I wanted to clear up with youI have attempted to call you to do this in person but your phone went straight to voice messageAt one point or another we have had more than ten customers on your street alone and over customers in your neighborhood so our salesperson was correct in offering you the group discountWhen you signed up for service we agreed to come out in-between regularly scheduled services if there was ever a problemYou never let us know, until today, that you had issues with the first two applicationsIf we would have known that we would have been able to take a look at the service technician’s performance and evaluate whether or not their service application was up to our standardWe are a local company that relies on our service record and not a national brandWe have high expectations for our technicians and since we are only out at our customer’s homes once a quarter we rely on our customers letting us know if there is an issue so we can come out and fix it immediatelyLastly, we have always been up front with our customers in regards to honesty and cancellation of servicesWe aren’t in the business of getting customer to agree to lengthy and wordy contractsWe keep our service agreements to small paragraphs instead of the multiple pages that other companies have in their agreementsWe also leave a copy of the service agreement with our customers so they have it as referenceWe keep theirs on file as well and a copy can be requested at any timeIn the state of Wisconsin you, as the consumer, have a 3-day right to cancel any purchase made in place that is not the place of business for a companyThis would include purchases made by door-to-door sales peopleWe follow that law and have it noted, twice, at the bottom of all our service agreementsWhat was happening is that customers were either not listening to the sales person or not understanding fully what they were signing up for so we instituted a confirmation call so they could hear a second time, from a different person, what they were signing up forWe instituted this policy not because we thought our sales people were being dishonest but, in fact, to protect our sales persons from accusationsI have uploaded a copy of the zeroed out invoice, mailed you a copy, and emailed you a copyIf you have any questions please feel free to give me a call [redacted] / Office Manager ###-###-####
We are always happy to come out and treat the interior for youWe send out multiple notifications before each treatment to remind customers that they have a treatment coming up and if they need us to treat the interior or have a specific concern they can call the office to set that up at a specific timeWe also come out for free in between each service if you are having any problemsWe send out SMS notifications days before serviceYour SMS reminder was sent on 8/1/at 2:PMWe also send out voice reminders day before serviceYour voice reminder was sent on 8/2/at 1:PMIf there isn’t anyone home when we come out and treat the home we only can treat the exteriorI have attached the service agreement that states thisWe have record of a voice message from you at 7:PM on August 2ndOur office closes at 6:PM so we wouldn’t have gotten that message until the next day Unfortunately our customer service representatives had other messages to respond to that morning and they were not able to respond to the message until after service was completedI am unable to find an email from SaraI have checked with all of our customer service representatives and also checked our customer service email account ([email protected]).Our company has a 30-day written cancellation policy for a couple reasonsFirst off, it is industry standardSecond, it allows us and the customer to avoid the “he-said-she-said” gameWe set our routes a month in advanceThis allows us to know how many services we are going to have that month and when we are going to be in each area so we can schedule re-services and also schedule new customersI have attached a screen shot of the technician’s truck GPSHe was at your home for minutesI have also included the invoice from the service showing what he did at the serviceThere is no doubt in my mind that the service was renderedI have personally been to your home on two occasionsI know that minutes is plenty of time to do a more than satisfactory job on your homeBen is one of our most experienced and trusted technicians.We have received your written cancellation and have cancelled your account going forward
Mrs*** first contacted us via email on 7/19/Our customer service representative replied to her email at 10:a.mletting her know we would more than happy come out and the service in question and she just had to let us know when she would be home so we could send a technician out
In that email we also told her that service reminders were sent to her hours before the service was to be performed and again hours before service was renderedThe next day, 7/20/16, a different customer service representative called Mrs*** at 9:a.mto resolve the issue and schedule a time for us to come out and complete the serviceThe next day, 7/21/at 10:a.mour customer service representative called again and left another message for ***On 7/22/Mrs*** left a review at 6:p.m., after our office is closed, via our online customer portal, which is an exact duplicate of what she has left with the Revdex.comOn 7/25/at 9:a.mour customer service representative again, tried to reach Mrs*** via a phone call and a SMS message letting her know we are trying to get a hold of her and complete the service in questionWe have attempted to contact Mrs*** multiple times now and she has not responded in a way that would make it possible to resolve her issueWe are more than willing to send out another technician if she would please contact the office so we can get it scheduled
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We only chose to hire mastergaurd after the owner did a cold call by coming to our home to sell his services to usMastergaurd now claims they never made claims to us that they would treat every possible spot that we might have issuesAfter the first appointment we called to cancel due to issues that he said they would they would address and turns out they were not addressed at allThe owner begged and pleaded with us to give them a second chance to prove their worthOnce again on the second call issues were never addressedThe issue in this case is services are not being provided as promisedI have agreed to pay for any and all work completedone even though it was of poor qualityFor a company to expect to penalize a customer with a cancellation fee when they never provided good serviceMy feelings is that is a form of extortion and I will not condone that
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have attempted to contact Mr*** directly to discuss this issue over the phoneI left a message, and answered the phone when he called back, but was hung up on when MasterGuard was mentionedI am not the representative that Mr*** has had an issue with in the past, I am the current office manager trying to contact him to come up with a resolutionAs it stands, I do not feel that MasterGuard will be able to come up with a resolution that the customer agrees with while also maintaining our company policies without being able to discuss the situation directly. As previously maintained, we would be happy to service Mr*** under his agreement, and I would be happy to deal with him directly to do soIf Mr*** refuses this resolution, MasterGuard will be forced to enforce our early termination policy. Regards, Jenna ***MasterGuard
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Attached is the contract which states that the cancellation fees apply only if your one year requirement is not metAs to the discount of $was for a technician that did not even show up and I could not reach company to find out statusAs for the reason and did not follow up is just for this, completed my one year requirement and talked to the technician that preformed my last service and he stated that I would have to call for any further appointments and that my contract requirement was completeThe company provided me no documentation stating any further company polices and since they do not have an office for customers to go to, not sure where their polices are listed for their customers
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Unfortunately some of the statements made by
the customer aren’t accurateBefore I begin I want to make it very clear that
we have never threatened anyone with a Lien on their houseI don’t know where
this came fromI don’t know how a pest control company could go about placing
a Lien on
anyone’s home for such a minimal past due balanceWe do send out
invoices for unpaid accounts every days until such a time comes that they
become so overdue that we send them to a collection agency to deal withThat
is standard business practice
The customer signed up for a quarterly
service in which we discount the services for them when they commit to a minimum
of months of serviceThere is a 60% cancellation fee if they do not complete
the services they agreed toAt no point do our sales people contradict the
service agreement and state that customers can cancel their service agreement
at any time without penaltyIn the state of Wisconsin there is a 3-day right
to cancel and a customer can cancel within the first business days of a
service agreementIn the past we have had customers confuse their 3-day right
to cancel and their service agreement cancellation policy
We went out to treat the home on May 19th
We then did a follow up service on June 7thThere was no re-service
done in between thoseWe did do a free service on July 14th for
spidersThere was no mention to us about ticksThe notes on the appointment
from the secretary and the technician are about spidersIf we would have been
told there were continual problems with ticks we would have granulated the yard
like we did on the first serviceThe technician left notes that the customer
was having issues with spiders and millipedes in the basementHe treated for
themUnfortunately the next time we heard from the customer they wanted to
cancelAs stated in the service agreement we are happy to return for free to
re-treatWe do this because we understand that pest control is not an exact
science and sometimes it may take a little more treatment to get rid of
something at one property as opposed to a different property that we treatThe
products we use have a longer lasting effect than what you can find in the
storeIt is very common not to find piles of dead bugs in the home since we
don’t use a contact killerThat doesn’t mean the product isn’t workingWe
treat thousands of homes throughout SE Wisconsin and this is the first time we
have had a customer complain that there aren’t a bunch of dead bugs inside
It is hard to live up to our end of the
agreement when the customer doesn’t allow us to try to remedy the problemThe
customer didn’t want us to return to treat because she was afraid of the
chemicals being too harmful to her children and animals but at the same time is
stating that they weren’t strong enough to kill spidersWhich one is it? Are
the chemicals, that are also labeled to be used in schools and hospitals along
with residential and commercial properties, too harmful for us to treat or are
they too gentle to affect anything? Unfortunately, since the customer would not
allow us to perform the treatments necessary to remedy their problem the
cancellation fee was applied to their accountThe customer has already provided a copy of the service agreement that is very straight forward
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This is *** responding to this nowI signed Mr*** up for service on July 16, Their biggest
issues was with wasps that had created nests on their home and also a couple
ground nests as wellAt the point of sale Mr*** never expressed
interest on having the interior of his home servicedThe technician that first
serviced their home has been with us for years and has no customer complaints
filed against himHe treated the home on 7/16/At the time of the service
the ***’s were not homeHe could not complete the interior since they
were not homeAt no point will we force our way into a customer’s home to
treat the interior when they are not home
At no point have I ever sold an account telling a customer
we would spray every crackStating this would establish unrealistic
expectations for our customers and we wouldn’t be able to keep any of them
happyWe do offer a crack and crevice service on the interior which I think is
where the confusion has occurredThat is very different than treating every
crack
I received a call from Mr
*** on 7/22/to take advantage of our service guarantee and request more
serviceOur technician returned that day and treated the exterior of the home
for them and again, wasn’t requested to treat the interior I followed up
with Mr*** and was told that everything was fine and that they were good
to goAt no point was there any request to cancelEven if they had requested
to cancel their service agreement they were well past their 3-day right to
cancel and a cancellation fee would have applied but there was no request made
On 10/3/Mrs*** called in to take advantage of our
service guarantee again and requested additional service for some wasps in a
void by the front entranceOur technician returned again and treated the area
that she described and the area that the wasps were activeIt was not on
10/7/as Mrs*** stated in her complaintThe fact that she didn’t
answer the door isn’t our fault
At no time has Mror Mrs*** requested, in their
multiple conversations with me or my staff, a desire to have the interior of the
home treatedOnly about 1/of our customers have the interior treatedWe want
to make our customers happy so they continue with our serviceWhy wouldn’t we
treat the interior when they request it? We wouldn’t be in business if we
treated our customers this way
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me in that my account is closed, with a zero balance and no further communication from MasterGuard.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. Our dispute with MasterGuard Pest Control has been resolved and we would like to remove the complaintHow do we proceed?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
No matter who responds to our complaint they continue to say the same things over and over again expecting a different result. They are not telling the truth. We were home when they came on the 16th they just chose to leave without informing us that the interior had to be done PER THEIR AGREEMENT. We called them back immediately when we walked the perimeter of our home after we realized they left and said you didn't do what you said you would you left nest on the ground and their are still active nests. On that call on the 16th we asked to cancel they asked for us to give them another chance. They first came back on the 22nd of July knowing we wouldn't be able to cancel - as *** states we were too late already. This is how they get youThey are crooked no one should have to call for continued service calls if their product was any good to begin with. We will not pay the cancellation charge as their service and agreements both written and verbal were not met. I have spoken to others in the neighborhood and they too have had to call them back multiple times they will not have repeat customers in our area based on the feedback I have been receiving.
Regards,
*** ***
To Whom It May Concern, On April 18th we entered into a Residential month service contract with *** and *** ***; the Initial service to be completed on April the 20thAfter the Initial service was completed on April 20th, we then followed up with our first regular quarterly
service which was performed on May 11th. Two weeks after this first quarterly service, *** and *** called back because of an ongoing problem with ants; so as outlined by our agreement, we went to their home on May 27th to perform a re-service at no cost to the customer. After another week we had received a voicemail from *** stating that they were still having issues with ants. Even with the most thorough treatments it can still take a few services to break up the egg cycles of the ants, and get the issue under control. In response to the voicemail, we returned her call and let her know that we were planning on re-servicing her home on June 9th. We had never received a call back, and because we would need to get inside, we called them back to reschedule the re-service. The customer finally got back to us saying that they wanted to cancel because our treatment wasn’t working. We yet again set up a time to complete a re-service at their home on the morning of June 19th, a service they refused at the door when our technician went to their home. Again we called *** and *** to set up a time to reschedule this service, and we did not hear back from them until August 13th. *** called concerning the ants, wasps and box elder problems he continued to have; the problem we had been trying to solve with the aforementioned re-services that had been refused. During the conversation we had with *** on August 13th he again agreed to take service, after confirming with his wife. We again scheduled a service on August 19th, for their second paid quarterly service, and were again refused at the door. We rescheduled the service for September 29th, and on September 28th we received a call from an angry ***. During this call she bullied a secretary, saying that they had cancelled months agoDuring this conversation, the secretary informed *** that we had a signed agreement with her and we would need to complete the services, or send a cancellation fee, as outlined in the agreement. On the 29th of September, after being told about the cancellation fee, *** called back informing us that she was moving and that they could not afford the service due to medical billsWe are a local company and we always try to work with our customers to help them out. However it is becoming clear to us that they are not being entirely truthful, so we will be sending them a cancellation fee in the amount of 60% of the remaining balance of the agreement, as stated on their contract. They should be receiving this fee within 3-business days
MasterGuard Pest Control has multiple lines we make calls from in our officeOur office staff leaves notes each time a customer’s account is accessed and his call was returned on April 8, After attempts to work with Mr*** he was charged an appointment cancellation fee for refusing scheduled service multiple timesOur office received written cancellation from Mr*** post-marked July 8, His account has been cancelled and he will not receive any future service
***, Sorry to hear about your experienceI have gone ahead and taken care of your balanceIt looks as if the reason you were kept receiving those appointment reminders was due to the fact that the cancellation email wasn't submitted days prior to your next quarterly service and so
the system continued to schedule itWhen you spoke to our representative on October 13th he put notes in that he had talked to you and resolved your concernsThat clearly did not happen in a satisfactory way and I will be reviewing that with himWhen the service was refused you were automatically charged an appointment cancellation feeI have made the appropriate changes to the account to clear those up. Again, sorry that we were not able to resolve your concernsWe hate to see our customers go, especially with a bad taste int their mouthIf there is anything that I can do to help clear up any confusion please feel free to contact me directly.Thanks, *** ***Office Manager###-###-####
[A default letter is provided here which indicates your acceptance of the
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Tell us why here...The customer signed up for our quarterly service. We continue to come out and perform service until we received a written 30-day cancellation as per his service agreement. On October 11, 2016 he called into our office to cancel his service that was scheduled for the next day. He...
told our customer service representative that he didn’t need to send in a 30-day written notice of cancellation and that our customer service representative was stupid for asking for one. He did send a written cancellation around 3:30 pm that day, less than 20 hours before his scheduled service. Since we didn’t receive this 30-days prior to the service appointment we sent our technician out the next day for his scheduled service but cancelled out future services. He refused service and told our technician that he had cancelled in July. Since our technicians don’t carry files with everyone’s service agreements and when they actually talked to the office staff he flagged the appointment to the office and a service appointment cancellation fee was applied. When the customer was called by our collection department he told them that he wrote on his invoice in July that he would like to cancel. This is a very different story than what he told our customer service representative on October 11th when he told them that he didn’t need to send one in and they were stupid for asking for one. We have cancelled his service going forward via his written cancellation received on October 11th.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was in a 2-hour conference call when [redacted] called me yesterday and couldn't talk to her at that time. I wrote her a letter several days ago explaining my concerns with missed appointments and overall poor service, which she apparently doesn't want to answer. Her response that all I have to do is call and they will send someone out is inadequate. As I've stated, I called everytime they missed a Saturday appointment and they have NEVER once returned my call. I called on June 20, 2015 when they didn't spray for mosquitos as they said they would and they didn't call. I'm not calling anymore. I want a full refund as previously requested.
Regards,
[redacted]
[redacted] , Thank you for contacting usIt is when our customers let us know there is a problem that we can evaluate, look into, and find solutionsThe reason we have a written cancellation policy is for situations just like this oneI was able to pull your physical file and find your cancellation request on the invoice dated 12/14/15/I have cleared out any invoice since that dateYou did sign up for a quarterly service that has a 60% cancellation fee if cancelled within the first months of serviceI have gone ahead and waived that fee due to the major mistake former office staff persons have madeAt the time of you calling in to cancel your service our customer service representative did call you back and leave a message for you to call us back and discuss the cancellation since you hung up on them when they were trying to inform you of the cancellation feeYou have made some pretty serious accusations that I wanted to clear up with youI have attempted to call you to do this in person but your phone went straight to voice messageAt one point or another we have had more than ten customers on your street alone and over customers in your neighborhood so our salesperson was correct in offering you the group discountWhen you signed up for service we agreed to come out in-between regularly scheduled services if there was ever a problemYou never let us know, until today, that you had issues with the first two applicationsIf we would have known that we would have been able to take a look at the service technician’s performance and evaluate whether or not their service application was up to our standardWe are a local company that relies on our service record and not a national brandWe have high expectations for our technicians and since we are only out at our customer’s homes once a quarter we rely on our customers letting us know if there is an issue so we can come out and fix it immediatelyLastly, we have always been up front with our customers in regards to honesty and cancellation of servicesWe aren’t in the business of getting customer to agree to lengthy and wordy contractsWe keep our service agreements to small paragraphs instead of the multiple pages that other companies have in their agreementsWe also leave a copy of the service agreement with our customers so they have it as referenceWe keep theirs on file as well and a copy can be requested at any timeIn the state of Wisconsin you, as the consumer, have a 3-day right to cancel any purchase made in place that is not the place of business for a companyThis would include purchases made by door-to-door sales peopleWe follow that law and have it noted, twice, at the bottom of all our service agreementsWhat was happening is that customers were either not listening to the sales person or not understanding fully what they were signing up for so we instituted a confirmation call so they could hear a second time, from a different person, what they were signing up forWe instituted this policy not because we thought our sales people were being dishonest but, in fact, to protect our sales persons from accusationsI have uploaded a copy of the zeroed out invoice, mailed you a copy, and emailed you a copyIf you have any questions please feel free to give me a call [redacted] / Office Manager ###-###-####
We are always happy to come out and treat the interior for youWe send out multiple notifications before each treatment to remind customers that they have a treatment coming up and if they need us to treat the interior or have a specific concern they can call the office to set that up at a specific timeWe also come out for free in between each service if you are having any problemsWe send out SMS notifications days before serviceYour SMS reminder was sent on 8/1/at 2:PMWe also send out voice reminders day before serviceYour voice reminder was sent on 8/2/at 1:PMIf there isn’t anyone home when we come out and treat the home we only can treat the exteriorI have attached the service agreement that states thisWe have record of a voice message from you at 7:PM on August 2ndOur office closes at 6:PM so we wouldn’t have gotten that message until the next day Unfortunately our customer service representatives had other messages to respond to that morning and they were not able to respond to the message until after service was completedI am unable to find an email from SaraI have checked with all of our customer service representatives and also checked our customer service email account ([email protected]).Our company has a 30-day written cancellation policy for a couple reasonsFirst off, it is industry standardSecond, it allows us and the customer to avoid the “he-said-she-said” gameWe set our routes a month in advanceThis allows us to know how many services we are going to have that month and when we are going to be in each area so we can schedule re-services and also schedule new customersI have attached a screen shot of the technician’s truck GPSHe was at your home for minutesI have also included the invoice from the service showing what he did at the serviceThere is no doubt in my mind that the service was renderedI have personally been to your home on two occasionsI know that minutes is plenty of time to do a more than satisfactory job on your homeBen is one of our most experienced and trusted technicians.We have received your written cancellation and have cancelled your account going forward
Mrs*** first contacted us via email on 7/19/Our customer service representative replied to her email at 10:a.mletting her know we would more than happy come out and the service in question and she just had to let us know when she would be home so we could send a technician out
In that email we also told her that service reminders were sent to her hours before the service was to be performed and again hours before service was renderedThe next day, 7/20/16, a different customer service representative called Mrs*** at 9:a.mto resolve the issue and schedule a time for us to come out and complete the serviceThe next day, 7/21/at 10:a.mour customer service representative called again and left another message for ***On 7/22/Mrs*** left a review at 6:p.m., after our office is closed, via our online customer portal, which is an exact duplicate of what she has left with the Revdex.comOn 7/25/at 9:a.mour customer service representative again, tried to reach Mrs*** via a phone call and a SMS message letting her know we are trying to get a hold of her and complete the service in questionWe have attempted to contact Mrs*** multiple times now and she has not responded in a way that would make it possible to resolve her issueWe are more than willing to send out another technician if she would please contact the office so we can get it scheduled
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We only chose to hire mastergaurd after the owner did a cold call by coming to our home to sell his services to usMastergaurd now claims they never made claims to us that they would treat every possible spot that we might have issuesAfter the first appointment we called to cancel due to issues that he said they would they would address and turns out they were not addressed at allThe owner begged and pleaded with us to give them a second chance to prove their worthOnce again on the second call issues were never addressedThe issue in this case is services are not being provided as promisedI have agreed to pay for any and all work completedone even though it was of poor qualityFor a company to expect to penalize a customer with a cancellation fee when they never provided good serviceMy feelings is that is a form of extortion and I will not condone that
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have attempted to contact Mr*** directly to discuss this issue over the phoneI left a message, and answered the phone when he called back, but was hung up on when MasterGuard was mentionedI am not the representative that Mr*** has had an issue with in the past, I am the current office manager trying to contact him to come up with a resolutionAs it stands, I do not feel that MasterGuard will be able to come up with a resolution that the customer agrees with while also maintaining our company policies without being able to discuss the situation directly. As previously maintained, we would be happy to service Mr*** under his agreement, and I would be happy to deal with him directly to do soIf Mr*** refuses this resolution, MasterGuard will be forced to enforce our early termination policy. Regards, Jenna ***MasterGuard
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Attached is the contract which states that the cancellation fees apply only if your one year requirement is not metAs to the discount of $was for a technician that did not even show up and I could not reach company to find out statusAs for the reason and did not follow up is just for this, completed my one year requirement and talked to the technician that preformed my last service and he stated that I would have to call for any further appointments and that my contract requirement was completeThe company provided me no documentation stating any further company polices and since they do not have an office for customers to go to, not sure where their polices are listed for their customers
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Unfortunately some of the statements made by
the customer aren’t accurateBefore I begin I want to make it very clear that
we have never threatened anyone with a Lien on their houseI don’t know where
this came fromI don’t know how a pest control company could go about placing
a Lien on
anyone’s home for such a minimal past due balanceWe do send out
invoices for unpaid accounts every days until such a time comes that they
become so overdue that we send them to a collection agency to deal withThat
is standard business practice
The customer signed up for a quarterly
service in which we discount the services for them when they commit to a minimum
of months of serviceThere is a 60% cancellation fee if they do not complete
the services they agreed toAt no point do our sales people contradict the
service agreement and state that customers can cancel their service agreement
at any time without penaltyIn the state of Wisconsin there is a 3-day right
to cancel and a customer can cancel within the first business days of a
service agreementIn the past we have had customers confuse their 3-day right
to cancel and their service agreement cancellation policy
We went out to treat the home on May 19th
We then did a follow up service on June 7thThere was no re-service
done in between thoseWe did do a free service on July 14th for
spidersThere was no mention to us about ticksThe notes on the appointment
from the secretary and the technician are about spidersIf we would have been
told there were continual problems with ticks we would have granulated the yard
like we did on the first serviceThe technician left notes that the customer
was having issues with spiders and millipedes in the basementHe treated for
themUnfortunately the next time we heard from the customer they wanted to
cancelAs stated in the service agreement we are happy to return for free to
re-treatWe do this because we understand that pest control is not an exact
science and sometimes it may take a little more treatment to get rid of
something at one property as opposed to a different property that we treatThe
products we use have a longer lasting effect than what you can find in the
storeIt is very common not to find piles of dead bugs in the home since we
don’t use a contact killerThat doesn’t mean the product isn’t workingWe
treat thousands of homes throughout SE Wisconsin and this is the first time we
have had a customer complain that there aren’t a bunch of dead bugs inside
It is hard to live up to our end of the
agreement when the customer doesn’t allow us to try to remedy the problemThe
customer didn’t want us to return to treat because she was afraid of the
chemicals being too harmful to her children and animals but at the same time is
stating that they weren’t strong enough to kill spidersWhich one is it? Are
the chemicals, that are also labeled to be used in schools and hospitals along
with residential and commercial properties, too harmful for us to treat or are
they too gentle to affect anything? Unfortunately, since the customer would not
allow us to perform the treatments necessary to remedy their problem the
cancellation fee was applied to their accountThe customer has already provided a copy of the service agreement that is very straight forward
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This is *** responding to this nowI signed Mr*** up for service on July 16, Their biggest
issues was with wasps that had created nests on their home and also a couple
ground nests as wellAt the point of sale Mr*** never expressed
interest on having the interior of his home servicedThe technician that first
serviced their home has been with us for years and has no customer complaints
filed against himHe treated the home on 7/16/At the time of the service
the ***’s were not homeHe could not complete the interior since they
were not homeAt no point will we force our way into a customer’s home to
treat the interior when they are not home
At no point have I ever sold an account telling a customer
we would spray every crackStating this would establish unrealistic
expectations for our customers and we wouldn’t be able to keep any of them
happyWe do offer a crack and crevice service on the interior which I think is
where the confusion has occurredThat is very different than treating every
crack
I received a call from Mr
*** on 7/22/to take advantage of our service guarantee and request more
serviceOur technician returned that day and treated the exterior of the home
for them and again, wasn’t requested to treat the interior I followed up
with Mr*** and was told that everything was fine and that they were good
to goAt no point was there any request to cancelEven if they had requested
to cancel their service agreement they were well past their 3-day right to
cancel and a cancellation fee would have applied but there was no request made
On 10/3/Mrs*** called in to take advantage of our
service guarantee again and requested additional service for some wasps in a
void by the front entranceOur technician returned again and treated the area
that she described and the area that the wasps were activeIt was not on
10/7/as Mrs*** stated in her complaintThe fact that she didn’t
answer the door isn’t our fault
At no time has Mror Mrs*** requested, in their
multiple conversations with me or my staff, a desire to have the interior of the
home treatedOnly about 1/of our customers have the interior treatedWe want
to make our customers happy so they continue with our serviceWhy wouldn’t we
treat the interior when they request it? We wouldn’t be in business if we
treated our customers this way
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me in that my account is closed, with a zero balance and no further communication from MasterGuard.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me. Our dispute with MasterGuard Pest Control has been resolved and we would like to remove the complaintHow do we proceed?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
No matter who responds to our complaint they continue to say the same things over and over again expecting a different result. They are not telling the truth. We were home when they came on the 16th they just chose to leave without informing us that the interior had to be done PER THEIR AGREEMENT. We called them back immediately when we walked the perimeter of our home after we realized they left and said you didn't do what you said you would you left nest on the ground and their are still active nests. On that call on the 16th we asked to cancel they asked for us to give them another chance. They first came back on the 22nd of July knowing we wouldn't be able to cancel - as *** states we were too late already. This is how they get youThey are crooked no one should have to call for continued service calls if their product was any good to begin with. We will not pay the cancellation charge as their service and agreements both written and verbal were not met. I have spoken to others in the neighborhood and they too have had to call them back multiple times they will not have repeat customers in our area based on the feedback I have been receiving.
Regards,
*** ***
To Whom It May Concern, On April 18th we entered into a Residential month service contract with *** and *** ***; the Initial service to be completed on April the 20thAfter the Initial service was completed on April 20th, we then followed up with our first regular quarterly
service which was performed on May 11th. Two weeks after this first quarterly service, *** and *** called back because of an ongoing problem with ants; so as outlined by our agreement, we went to their home on May 27th to perform a re-service at no cost to the customer. After another week we had received a voicemail from *** stating that they were still having issues with ants. Even with the most thorough treatments it can still take a few services to break up the egg cycles of the ants, and get the issue under control. In response to the voicemail, we returned her call and let her know that we were planning on re-servicing her home on June 9th. We had never received a call back, and because we would need to get inside, we called them back to reschedule the re-service. The customer finally got back to us saying that they wanted to cancel because our treatment wasn’t working. We yet again set up a time to complete a re-service at their home on the morning of June 19th, a service they refused at the door when our technician went to their home. Again we called *** and *** to set up a time to reschedule this service, and we did not hear back from them until August 13th. *** called concerning the ants, wasps and box elder problems he continued to have; the problem we had been trying to solve with the aforementioned re-services that had been refused. During the conversation we had with *** on August 13th he again agreed to take service, after confirming with his wife. We again scheduled a service on August 19th, for their second paid quarterly service, and were again refused at the door. We rescheduled the service for September 29th, and on September 28th we received a call from an angry ***. During this call she bullied a secretary, saying that they had cancelled months agoDuring this conversation, the secretary informed *** that we had a signed agreement with her and we would need to complete the services, or send a cancellation fee, as outlined in the agreement. On the 29th of September, after being told about the cancellation fee, *** called back informing us that she was moving and that they could not afford the service due to medical billsWe are a local company and we always try to work with our customers to help them out. However it is becoming clear to us that they are not being entirely truthful, so we will be sending them a cancellation fee in the amount of 60% of the remaining balance of the agreement, as stated on their contract. They should be receiving this fee within 3-business days
MasterGuard Pest Control has multiple lines we make calls from in our officeOur office staff leaves notes each time a customer’s account is accessed and his call was returned on April 8, After attempts to work with Mr*** he was charged an appointment cancellation fee for refusing scheduled service multiple timesOur office received written cancellation from Mr*** post-marked July 8, His account has been cancelled and he will not receive any future service
***, Sorry to hear about your experienceI have gone ahead and taken care of your balanceIt looks as if the reason you were kept receiving those appointment reminders was due to the fact that the cancellation email wasn't submitted days prior to your next quarterly service and so
the system continued to schedule itWhen you spoke to our representative on October 13th he put notes in that he had talked to you and resolved your concernsThat clearly did not happen in a satisfactory way and I will be reviewing that with himWhen the service was refused you were automatically charged an appointment cancellation feeI have made the appropriate changes to the account to clear those up. Again, sorry that we were not able to resolve your concernsWe hate to see our customers go, especially with a bad taste int their mouthIf there is anything that I can do to help clear up any confusion please feel free to contact me directly.Thanks, *** ***Office Manager###-###-####
[A default letter is provided here which indicates your acceptance of the
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Tell us why here...The customer signed up for our quarterly service. We continue to come out and perform service until we received a written 30-day cancellation as per his service agreement. On October 11, 2016 he called into our office to cancel his service that was scheduled for the next day. He...
told our customer service representative that he didn’t need to send in a 30-day written notice of cancellation and that our customer service representative was stupid for asking for one. He did send a written cancellation around 3:30 pm that day, less than 20 hours before his scheduled service. Since we didn’t receive this 30-days prior to the service appointment we sent our technician out the next day for his scheduled service but cancelled out future services. He refused service and told our technician that he had cancelled in July. Since our technicians don’t carry files with everyone’s service agreements and when they actually talked to the office staff he flagged the appointment to the office and a service appointment cancellation fee was applied. When the customer was called by our collection department he told them that he wrote on his invoice in July that he would like to cancel. This is a very different story than what he told our customer service representative on October 11th when he told them that he didn’t need to send one in and they were stupid for asking for one. We have cancelled his service going forward via his written cancellation received on October 11th.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was in a 2-hour conference call when [redacted] called me yesterday and couldn't talk to her at that time. I wrote her a letter several days ago explaining my concerns with missed appointments and overall poor service, which she apparently doesn't want to answer. Her response that all I have to do is call and they will send someone out is inadequate. As I've stated, I called everytime they missed a Saturday appointment and they have NEVER once returned my call. I called on June 20, 2015 when they didn't spray for mosquitos as they said they would and they didn't call. I'm not calling anymore. I want a full refund as previously requested.
Regards,
[redacted]