Our office number is located on all of our service agreements and invoices. We try to answer all calls live but return phone calls as soon as we can if we miss any of them. I personally receive all the phone calls coming in from the number on our sales fliers and give any message from current...
customers to our customer service representatives so they can call them back, take care of any issues they are having, and then make sure they have our direct office number. If our sales people are being dishonest we want to know. When Sheila spoke to our customer service representative on November 15, 2016 she offered for Sheila to speak to me and she declined. Our sales team go out and offer a discounted initial service and then quarterly services beginning 30 days later. The reason we do the first quarterly service 30 days later is to break up the egg cycle of the bugs and get them under control. This is what allows us to guarantee our service. The only time we don’t do a 30 day follow up is when a customer is switching to our company from a previous service and they had been serviced within the last 30 days. The first year of service includes 5 services due to the initial and 4 quarterly services. According to the copy of the service agreement that we have, that is what Sheila signed up for. It shows that Andrew offered the initial service for $89 and then each quarterly service for $95. We leave the carbon copy of that service agreement with our customers so they have one for your records and they can review it. If Sheila’s copy says differently than the one we have on file for her, we would absolutely refund her and follow up with Andrew and all of his sales. The last thing we want as a company is a sales person going out and misrepresenting our service and our company. We haven’t had any issues with any of Andrew’s others sales and he was worked for us for multiple summers and has sold hundreds of accounts. Please let us know how we can best take care of this. Thanks, [redacted]
To Whom it May Concern, As per the signed service agreement that we have on file for this customer (I have attached for your reference), after the initial 12 month agreement, a 30 day written cancellation notice is needed to cancel services. To date, this notice has not...
been provided,which means that the customer is still scheduled for quarterly service with MasterGuard Pest Control. To remedy this issue, since it looks like the technician was unable to complete their service in November, although it was charged (because of the lack of cancellation), I would be happy to send a technician out to the customer's home for a quarterly service free of charge in February, which would have been the next scheduled service. Once this service is complete, we would be able to terminate future services using this complaint as a written cancellation notice. This allows MasterGuard to maintain their cancellation policy, but ensures that the customer is not paying for a service that they did not receive. If the customer has any questions or concerns, they are welcome to contact me directly at ###-###-####.Regards, [redacted]MasterGuard Pest Control
HI [redacted], First off, we have been over this issue a number of times and this is going to be our last response. We see that you have went to every place imaginable to complain about us even going as far as to say that our business isn't a legitimate business on Google. You know this is not true or you wouldn't have stayed as a customers for 4 years. We strive to provide the best service possible in the Pest Control industry. In fact that is why we have grown to over 6,000 Customers in a little over a 4 year period. IN this situation you have to realize that we are a Pest Control company. We get Customers all the time that come to our Company because their old company sprays the windows and the person that referred them, referred them to us because we do a better job at keeping stuff off the windows. We try our best but we are indeed a Pest Control Company and with that comes the chance of getting stuff on the windows. It's impossible to keep stuff off completely. We try. However most people schedule their window cleaning after the Pest Control company comes to avoid problems. We have Customers call us all the time to coordinate that Pest Service and the window cleaning. IN your case you didn't and I believe after talking with you that the reason you are upset is because you are trying to sell you home. I can understand this. That's why even though we it is not our responsibility to keep them clean we determined it would be best to rectify the situation in order to try to make you happy. The only reason we had you do the estimate was to see if it would be less than the service price. If it was less than the service price we would have given you your money back for the service. We offered to give you the service for free but that wasn't good enough for you. Even though we came out and did our job and deserve to be paid for the work we did we still were willing to give you the money back in order to make you happy. As for not being notified, this is not true. You receive 2 notifications most times. One notification is sent several days in advance so people can plan things and the other is sent the day before. We know you received the one several days in advance at the very least. I think the whole problem here revolves around the fact that you are trying to sell your house so you were upset because we got something on the windows even though you know that's how it works. We tried to solve the problem. Your wife said he did a good job cleaning the windows and we thought it was over. We offered to return your money for the service. There is no reason that we should have to give you $300 for something that is a common thing that happens. It doesn't say anywhere in your agreement with the company that we would keep your windows clean. I think its sad that you chosen to try to slander our company to get your way. We are a local company and we try very hard to do the right thing all the time or we wouldn't have offered to give you your money back and clean the windows even though it wasn't a problem that we should have been responsible for. I think this is closed and I would appreciate it if you would take down your negative things you have said about us. There is no reason to try to hurt our company just to get your way.
To Whom it May Concern, Mr. [redacted] signed up for quarterly pest control service with MasterGuard Pest Control on September 15, 2015 to take care of an issue with carpenter ants on his property, as well as general pest control. According to his agreement, the customer would receive 5...
services over a 12 month period of time, one back to back service, followed by a service each quarter. By maintaining this schedule, MasterGuard is able to more effectively treat and maintain a barrier to keep insects out of the customer's home, and from being an issue. According to the signed agreement, the customer agreed to allow MasterGuard to treat the exterior of his home, regardless of whether or not he was home, with the knowledge that he was able to have the company come back under warranty for free to treat anything else that he may need. This is what Ben was attempting to explain to the customer on the day that he decided to terminate his agreement while within the initial 12 month period. We understand that customers may have schedules that require us to reschedule services, or set up re-services, however, we do not skip necessary services as it affects the treatment of the customer's problems and the overall effectiveness of the product that we use- which has a life of 75 to 90 days and requires to be applied every 3 months. MasterGuard would be happy to continue to treat the customer's home as per the signed agreement, and would waive the cancellation fee if the customer chose to continue. However, if Mr. [redacted] maintains that he would like to cancel prior to the contract being complete, MasterGuard will need to uphold the policy on the signed agreement and charge the early termination fee of 60% of the remaining service balance. As always, the customer is welcome to contact me directly at ###-###-#### to discuss this matter further. A copy of the customer's signed service agreement has been attached for your reference. Regards, Jenna [redacted]MasterGuard Pest Control
We are always happy to come out and treat the interior for you. We 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...
time. We also come out for free in between each service if you are having any problems. We send out SMS notifications 2 days before service. Your SMS reminder was sent on 8/1/16 at 2:11 PM. We also send out voice reminders 1 day before service. Your voice reminder was sent on 8/2/16 at 1:45 PM. If there isn’t anyone home when we come out and treat the home we only can treat the exterior. I have attached the service agreement that states this. We have record of a voice message from you at 7:55 PM on August 2nd. Our office closes at 6:00 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 completed. I am unable to find an email from Sara. I 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 reasons. First off, it is industry standard. Second, it allows us and the customer to avoid the “he-said-she-said” game. We set our routes a month in advance. This 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 customers. I have attached a screen shot of the technician’s truck GPS. He was at your home for 15 minutes. I have also included the invoice from the service showing what he did at the service. There is no doubt in my mind that the service was rendered. I have personally been to your home on two occasions. I know that 15 minutes is plenty of time to do a more than satisfactory job on your home. Ben is one of our most experienced and trusted technicians.We have received your written cancellation and have cancelled your account going forward.
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.
This latest response from MASTERGUARD PEST CONTROL, INC really provided a number of excuses; however, if they are not open to waiving $95 from their billing system then we are content on rejecting any excuse that they will respond with. Our next step will be posting on yelp.com and other websites regarding this situation to warn other consumers about the issues that we have spelled out in our complaint regarding MASTERGUARD PEST CONTROL, INC. unjust business practices/procedures.
Regards,
[redacted]
I have attached a copy of the initial agreement as well as copies of the service invoices for the work we preformed on the [redacted]s home. [redacted] signed up for our 12 month quarterly service which includes one initial service and four quarterly visits for a total of 5 services.To this point we have fully...
honored our end of the agreement by provided the initial service and the first quarterly service. Our service agreement states that if the customer needs additional service we will return for free to re-service the home. [redacted] has never called in for a re-service so we had no way of knowing he was having any issues. The agreement also states that there is an early termination fee of 60% of the remaining balance, which [redacted] will be accountable for should he desire to cancel services. We would much rather continue services and resolve any pest issues [redacted] may be having.
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.Attached is the email sent to your office, dated in April. Both my husband and I work full time, therefore when I would call in the evening I would leave messages for interior services to be completed. One gentleman told me after he sprayed outside that should be enough and would not need to treat the interior (he was younger) and another request was followed through on and the interior was treated. Regardless of how many times I explained we worked full-time and could not accommodate week day times, we were never given the option for weekends! Regardless of the cancellation of service policy- your treatment did NOT work! We had Batzner come out 3 weeks after you treated, even though we cancelled verbally and via email, because your treatment was not effective!! As a whole, we were disappointed with the customer service and treatment but we were willing to let it go and begin treatment with a company we were referred to by MULTIPLE individuals. While I don't dispute the advance notice you gave for appointments, when we received it and called to cancel we had to send a letter in 30 days in advance to cancel - that's wonderful customer service - send out a reminder that can't be cancelled and you still charge for!! (I used to work in service scheduling for a LARGE gutter company, I know how it works and that's just POOR service). It has turned into a debacle that we tried to avoid, but when the treatment was done and we were billed for it, that was the straw that broke the camels back. Everything from the incorrect spelling of both our names, ineffective treatment, poor customer service, and a cancellation policy that is so outdated it's sad, this shows how from beginning to end it was NOT a good experience.
Regards,
[redacted]
I personally have contacted Mr. [redacted] on more than one occasion to discuss his issues and have yet to receive a return call. On February 12, after the last receipt of this complaint, I contacted Mr. [redacted] and spoke with his wife, who gave me a direct phone number to him. I left a voicemail...
at that time. On February 15, after not receiving a response to my first call, I called the same direct line and left another voicemail for him to call me back, which also has not been returned. I feel at this point, that in order for us to come up with a satisfactory solution, Mr. [redacted] will in fact have to return our calls, and contact us directly to discuss his options. If he is unwilling or unable to do so, MasterGuard is unfortunately not going to be able to do much to assist him. I would request that Mr. [redacted] contact me at the number I have left at his earliest convenience so that we can work at resolving his issue.
Customer contacted our company for service on June 10, 2015. He signed a service agreement that continues for a minimum of 12 months and continues at a service-to-service basis until we receive a written 30-day notice of cancellation. Customer had received 3 services prior to the winter...
service mentioned. The customer contacted our office after his winter service and let us know that he did not think the service was completed. MasterGuard sent out another technician, for free, to ensure the service was performed to our standard and gave him a $20 discount for that service. Customer called in to cancel services on 7/15/16. He was sent a copy of his service agreement and was informed that MasterGuard could not cancel his appointment for 7/18/16 but it could be scheduled that week for a time when he was home. He did schedule the appointment for 7/21/16 after 5:00 pm but when he read his service agreement he called back asking to move his appointment to the end of August to allow him time send in proper cancellation. Since his service was due and scheduled for the week of the 18th MasterGuard was unable to do that. He was asked if he wanted the service or if he wished to pay the appointment cancellation fee. The customer refused the service and is being charged the appointment cancellation fee. The customer provided written cancellation on 7/15/16 via email. Due to written cancellation not being received 30-days prior to his next service the customer is still being held responsible for this upcoming service but all future services have been terminated and his cancellation letter has been put in his file. The address listed for our company is the location of our secure P.O. Box for our customers to send payments to.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Mason [redacted] Unfortunately, I am traveling and will be out of the country until the 23rd. I did try to call and the call was terminated. The young lady left a voice mail and I cannot call, apparently from where I am. I have no further ability to deal with this for another two weeks. Even the tone of the office manager seeking to resolve things seems a bit adversarial. But then, I am traveling and can only do email, and that only sporadically.Sorry for apparently being difficult.
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.
The position and tone of this response doesn't surprise me and only serves to prove that they will say and do many things that aren't true to collect payment for services they never delivered on. I signed up for pest control and soon was absolutely dissatisfied, then got tired of unanswered calls and unprofessional customer service. This person responding was not in my home the evening their sales people canvassed our neighborhood. Therefore, how would he know what was said and that a salesperson didn't / wouldn't misidentify and/or misrepresent terms of their 'contract' to make the deal appear more consumer friendly? The sales person was NOT clear about ANY of their cancellation language and, as I said, I asked about it and was assured I would be satisfied with their product or could 'cancel anytime'! Additionally, the majority of the conversation I had with the sales person on that night, and to the service personnel that came to my home to spray; REVOLVED AROUND TICKS! So, here again, for this company representative to say that ticks weren't EVER mentioned is simply lying. He was not here when they came to my door, nor was he here when I spoke with the guys that came to our home. THIS kind of attitude (in the response) and dismissal behavior -in addition to INEFFECTIVE service - confirms my belief that had I known I would NEVER have signed anything with their name on it.
Regards,
[redacted]
MasterGuard has received no voicemail messages from Mr. [redacted] since I have been attempting to get a hold of him. I tried again today at 2:10pm, but was forced again to leave an email. As stated previously, MasterGuard would be happy to honor the customer's warranty and send a technician out free of charge to complete any work that the customer believes was missed last time we were out. Unfortunately, as per the signed service agreement, if the customer would like to terminate his service agreement prior to completion, there would be a termination fee of 60% of the remaining balance. While we understand that the customer is busy, we are unable to assist him further if he is not willing to speak with us.
This response was faxed and emailed to Revdex.com on 1/13/16. Response to Revdex.com Complaint ID# [redacted]On October 16, 2014, [redacted] purchased a tabletop ad at [redacted] for her business, [redacted]. The estimated installation date on her purchase agreement is Spring 2015. Spring...
is from March 20 to June 20. Item #1 of our contract states that the installation date is only an estimate and is not guaranteed because of the nature of the advertising medium. When we began this project, the installation estimate was based on the time it took us to complete the tables at [redacted] the previous time that we did them. Many variables affect this time frame and it is impossible to predict all of them ahead of time. We do our best to adhere to our estimate and our projects take approximately 9 months to complete if everything goes according to schedule. The tables with [redacted] ad were installed at the restaurant on 8/14/15. This was 10 months from the date she signed her contract. Her two full years of advertising did not begin until the date of installation so any delays in the process does not affect this.Item #1 of the purchase agreement states that the installation date is only an estimate and is not guaranteed. Item #2 states that the contract is non-refundable and non-cancellable. [redacted] signature shows that she has read and acknowledged the terms of the contract. Her signature on the credit card authorization form shows that she understands that the charge is not refundable and irrevocable unless no service has been provided(service was provided on 8/14/15). Additionally, she made four payments beginning in October 2014 and ending in January 2015 so she did not pay a year in advance as her claim states. Limelight Media has provided service to [redacted]. Therefore, no refund will be issued.
The customer signed up for pest control on a quarterly basis back on June 18, 2015. The service agreement states that the pricing is based on a minimum of 12 months. It also states that we guarantee the service and if they ever needed service in between their regularly scheduled service that we...
would come out, for free, and take care of it (I have attached the service agreement). That is how we guarantee the service. Since we are only there once every three months we include free re-services to make sure we are taking care of any pest problem our customers may have. On January 20, 2016 the customer called in to cancel her service. Since she still had one more service on her initial agreement she was transferred to Ben in the cancellation department. He explained the service agreement and the customer decided that instead of paying the cancellation fee that they would cancel at the end of the agreement. On April 15, 2016 the customer called to change her service date for the last service on her agreement since they were going to be out of town. She was told that we would treat the exterior of the home but, as the service agreement states, we would happily come back, for free, when they got back into town to treat the interior and to just call us and set that up. On June 1, 2016 we got an email from the customer, telling us that she cancelled in the winter and not to come out and spray. We also go a hand written letter on June 17, 2016 telling us that she was cancelling and not to come in July and if we did then she wouldn’t pay for it (I have attached both the email and the letter). It is interesting that if she cancelled in the winter then why did she call in April to reschedule her service? Also, there would have been a cancellation fee on her account from the winter since she was still under contract with us. She was never serviced after we received either of her written cancellations. On September 15, 2016 the customer was issued, in error, a cancellation fee. Upon reviewing this complaint and her file I have removed that cancellation fee since she did provide that written cancellation in June 2016. This is why we keep records and require all cancellations to be in writing. In regards to the $150.00 refund that was requested we have removed the charge on the account for the cancellation fee. That was $57.00 and we never actually received payment. Since we applied this in error I have gone ahead and cleared that invoice. The only other charge that has occurred since February, when the customer is claiming she cancelled but in which we have shown that she actually didn’t cancel until June, was the $95.00 charge for service performed on April 19, 2016. Since service was performed we would not be able to reverse that charge or refund it.
The salesperson that came to your home is the owner of the company. At no time has he ever told anyone that we spray every crack. That would establish unachievable expectations. You are probably referring to the interior crack and crevice treatment where we treat areas such as window sills, door...
thresholds, and where the plumbing enters the walls under sinks. We use mirrors in the fall and winter to inspect the foundation for any areas that rodents could use to enter the home. I do not know why the technician didn’t at least offer to treat the interior. He has more than 3 years’ experience in the pest control industry and with our company and he has always at least asked if the customer wanted/needed the interior treated. If you wanted the interior done or had questions about why it wasn’t done we would have sent him back there to make sure it was taken care of. You received your 30-45 day follow-up service by our technician manager, [redacted], on August 22, 2016. It wasn’t until October 3, 2016 that you let us know that you were having any issues with the service. We set up a free service for you when you called in and sent our branch manager out to treat your home for the wasps above the front entrance. I have attached a copy of that service invoice from October 10, 2016. The reason we guarantee our service and come out for free between regular services is because we understand that not every home is going to have the same problems and there is no cure-all answer. There isn’t a pest control company in America that will claim to eliminate all pests. Again, this sets unrealistic expectations. We are only scheduled to come out to your home once a quarter to maintain our barriers but come out for free if there are any issues in-between. It is impossible for us to know that there are issues we aren’t aware of unless our customers communicate it to us. You were charged the cancellation fee because you signed up for at least a year of service at the discounted quarterly rate. You only took 2 of those first 5 services. We would rather take care of our customers than charge them a cancellation fee.
We sent out our tech manager the same week to take a look at the windows. He asked to get a price, for our reference, on what it would cost to clean the outside windows. Our tech manager reported back to the office. We called the customer and said we could send out a technician to clean them or...
refund them for the service. Our technicians are trained to not spray the windows but we understand that it still sometimes does occur. While speaking to the customer’s husband he told us that we had gotten product on their windows in the past but this time was worse. In an attempt to make the customer happy on 8/19/16 we sent out the same technician who sprayed the windows to clean the windows. While he didn’t have a ladder, he did have a 30 foot extension pole with a squeegee. He checked with the customer when he finished and she said that he did a great job. He reported back to our tech manager and we considered the problem taken care of. We then got a call from the customer’s husband the next week saying that we didn’t do a good enough job. He now expected us to pay for his windows to be re-cleaned professionally. We went out in good faith to rectify the situation, going beyond any of our service obligations, and were told we had solved the problem. If the windows were not cleaned to their satisfaction the time to voice that would have been when our technician was there cleaning them but in fact we were told that they looked great. We have a pest control company and not a window cleaning company. We went above and beyond to try to make this customer happy and don’t feel like it is our responsibility to pay to clean their windows.
Please contact the business to schedule a follow up appointment. If you are not scheduling the follow up appointment, please provide reasons as to why.
Thank you for bringing this to our attention. I was unaware that your re-service in March wasn’t completed to your satisfaction. I will have our technician manager follow up with that technician and find out why he did not bring the necessary supplies needed to complete the service as was...
instructed. I know that our office staff called you six times and left two messages to try to reschedule and get the interior finished for you from that January service. When we did get a hold of you we scheduled that appointment with you for March 20th and then you needed to reschedule it for March 31st. While we normally only service the outside of the home if no one is there I can make that adjustment for you. As for the service in April we had our technician manager out training a new technician. I am not sure where the miscommunication happened but we always offer to do the inside of the home when someone is home at the time of service. When you called and let us know the inside didn’t get done I contacted the technician and manager while they were still out in the field and told them that I would be contacting you and that they would probably be going back to complete the interior. I called you back to find out what time I could send them back and never got a response from you. We are always happy to return, for no charge, to complete the interior for you. Let us know when you would like that to happen.
Our office number is located on all of our service agreements and invoices. We try to answer all calls live but return phone calls as soon as we can if we miss any of them. I personally receive all the phone calls coming in from the number on our sales fliers and give any message from current...
customers to our customer service representatives so they can call them back, take care of any issues they are having, and then make sure they have our direct office number. If our sales people are being dishonest we want to know. When Sheila spoke to our customer service representative on November 15, 2016 she offered for Sheila to speak to me and she declined. Our sales team go out and offer a discounted initial service and then quarterly services beginning 30 days later. The reason we do the first quarterly service 30 days later is to break up the egg cycle of the bugs and get them under control. This is what allows us to guarantee our service. The only time we don’t do a 30 day follow up is when a customer is switching to our company from a previous service and they had been serviced within the last 30 days. The first year of service includes 5 services due to the initial and 4 quarterly services. According to the copy of the service agreement that we have, that is what Sheila signed up for. It shows that Andrew offered the initial service for $89 and then each quarterly service for $95. We leave the carbon copy of that service agreement with our customers so they have one for your records and they can review it. If Sheila’s copy says differently than the one we have on file for her, we would absolutely refund her and follow up with Andrew and all of his sales. The last thing we want as a company is a sales person going out and misrepresenting our service and our company. We haven’t had any issues with any of Andrew’s others sales and he was worked for us for multiple summers and has sold hundreds of accounts. Please let us know how we can best take care of this. Thanks, [redacted]
To Whom it May Concern, As per the signed service agreement that we have on file for this customer (I have attached for your reference), after the initial 12 month agreement, a 30 day written cancellation notice is needed to cancel services. To date, this notice has not...
been provided,which means that the customer is still scheduled for quarterly service with MasterGuard Pest Control. To remedy this issue, since it looks like the technician was unable to complete their service in November, although it was charged (because of the lack of cancellation), I would be happy to send a technician out to the customer's home for a quarterly service free of charge in February, which would have been the next scheduled service. Once this service is complete, we would be able to terminate future services using this complaint as a written cancellation notice. This allows MasterGuard to maintain their cancellation policy, but ensures that the customer is not paying for a service that they did not receive. If the customer has any questions or concerns, they are welcome to contact me directly at ###-###-####.Regards, [redacted]MasterGuard Pest Control
HI [redacted], First off, we have been over this issue a number of times and this is going to be our last response. We see that you have went to every place imaginable to complain about us even going as far as to say that our business isn't a legitimate business on Google. You know this is not true or you wouldn't have stayed as a customers for 4 years. We strive to provide the best service possible in the Pest Control industry. In fact that is why we have grown to over 6,000 Customers in a little over a 4 year period. IN this situation you have to realize that we are a Pest Control company. We get Customers all the time that come to our Company because their old company sprays the windows and the person that referred them, referred them to us because we do a better job at keeping stuff off the windows. We try our best but we are indeed a Pest Control Company and with that comes the chance of getting stuff on the windows. It's impossible to keep stuff off completely. We try. However most people schedule their window cleaning after the Pest Control company comes to avoid problems. We have Customers call us all the time to coordinate that Pest Service and the window cleaning. IN your case you didn't and I believe after talking with you that the reason you are upset is because you are trying to sell you home. I can understand this. That's why even though we it is not our responsibility to keep them clean we determined it would be best to rectify the situation in order to try to make you happy. The only reason we had you do the estimate was to see if it would be less than the service price. If it was less than the service price we would have given you your money back for the service. We offered to give you the service for free but that wasn't good enough for you. Even though we came out and did our job and deserve to be paid for the work we did we still were willing to give you the money back in order to make you happy. As for not being notified, this is not true. You receive 2 notifications most times. One notification is sent several days in advance so people can plan things and the other is sent the day before. We know you received the one several days in advance at the very least. I think the whole problem here revolves around the fact that you are trying to sell your house so you were upset because we got something on the windows even though you know that's how it works. We tried to solve the problem. Your wife said he did a good job cleaning the windows and we thought it was over. We offered to return your money for the service. There is no reason that we should have to give you $300 for something that is a common thing that happens. It doesn't say anywhere in your agreement with the company that we would keep your windows clean. I think its sad that you chosen to try to slander our company to get your way. We are a local company and we try very hard to do the right thing all the time or we wouldn't have offered to give you your money back and clean the windows even though it wasn't a problem that we should have been responsible for. I think this is closed and I would appreciate it if you would take down your negative things you have said about us. There is no reason to try to hurt our company just to get your way.
To Whom it May Concern, Mr. [redacted] signed up for quarterly pest control service with MasterGuard Pest Control on September 15, 2015 to take care of an issue with carpenter ants on his property, as well as general pest control. According to his agreement, the customer would receive 5...
services over a 12 month period of time, one back to back service, followed by a service each quarter. By maintaining this schedule, MasterGuard is able to more effectively treat and maintain a barrier to keep insects out of the customer's home, and from being an issue. According to the signed agreement, the customer agreed to allow MasterGuard to treat the exterior of his home, regardless of whether or not he was home, with the knowledge that he was able to have the company come back under warranty for free to treat anything else that he may need. This is what Ben was attempting to explain to the customer on the day that he decided to terminate his agreement while within the initial 12 month period. We understand that customers may have schedules that require us to reschedule services, or set up re-services, however, we do not skip necessary services as it affects the treatment of the customer's problems and the overall effectiveness of the product that we use- which has a life of 75 to 90 days and requires to be applied every 3 months. MasterGuard would be happy to continue to treat the customer's home as per the signed agreement, and would waive the cancellation fee if the customer chose to continue. However, if Mr. [redacted] maintains that he would like to cancel prior to the contract being complete, MasterGuard will need to uphold the policy on the signed agreement and charge the early termination fee of 60% of the remaining service balance. As always, the customer is welcome to contact me directly at ###-###-#### to discuss this matter further. A copy of the customer's signed service agreement has been attached for your reference. Regards, Jenna [redacted]MasterGuard Pest Control
We are always happy to come out and treat the interior for you. We 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...
time. We also come out for free in between each service if you are having any problems. We send out SMS notifications 2 days before service. Your SMS reminder was sent on 8/1/16 at 2:11 PM. We also send out voice reminders 1 day before service. Your voice reminder was sent on 8/2/16 at 1:45 PM. If there isn’t anyone home when we come out and treat the home we only can treat the exterior. I have attached the service agreement that states this. We have record of a voice message from you at 7:55 PM on August 2nd. Our office closes at 6:00 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 completed. I am unable to find an email from Sara. I 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 reasons. First off, it is industry standard. Second, it allows us and the customer to avoid the “he-said-she-said” game. We set our routes a month in advance. This 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 customers. I have attached a screen shot of the technician’s truck GPS. He was at your home for 15 minutes. I have also included the invoice from the service showing what he did at the service. There is no doubt in my mind that the service was rendered. I have personally been to your home on two occasions. I know that 15 minutes is plenty of time to do a more than satisfactory job on your home. Ben is one of our most experienced and trusted technicians.We have received your written cancellation and have cancelled your account going forward.
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.
This latest response from MASTERGUARD PEST CONTROL, INC really provided a number of excuses; however, if they are not open to waiving $95 from their billing system then we are content on rejecting any excuse that they will respond with. Our next step will be posting on yelp.com and other websites regarding this situation to warn other consumers about the issues that we have spelled out in our complaint regarding MASTERGUARD PEST CONTROL, INC. unjust business practices/procedures.
Regards,
[redacted]
I have attached a copy of the initial agreement as well as copies of the service invoices for the work we preformed on the [redacted]s home. [redacted] signed up for our 12 month quarterly service which includes one initial service and four quarterly visits for a total of 5 services.To this point we have fully...
honored our end of the agreement by provided the initial service and the first quarterly service. Our service agreement states that if the customer needs additional service we will return for free to re-service the home. [redacted] has never called in for a re-service so we had no way of knowing he was having any issues. The agreement also states that there is an early termination fee of 60% of the remaining balance, which [redacted] will be accountable for should he desire to cancel services. We would much rather continue services and resolve any pest issues [redacted] may be having.
Please see attached letter to Ms. [redacted] regarding her concerns. A physical copy has been mailed to her home as well.
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.Attached is the email sent to your office, dated in April. Both my husband and I work full time, therefore when I would call in the evening I would leave messages for interior services to be completed. One gentleman told me after he sprayed outside that should be enough and would not need to treat the interior (he was younger) and another request was followed through on and the interior was treated. Regardless of how many times I explained we worked full-time and could not accommodate week day times, we were never given the option for weekends! Regardless of the cancellation of service policy- your treatment did NOT work! We had Batzner come out 3 weeks after you treated, even though we cancelled verbally and via email, because your treatment was not effective!! As a whole, we were disappointed with the customer service and treatment but we were willing to let it go and begin treatment with a company we were referred to by MULTIPLE individuals. While I don't dispute the advance notice you gave for appointments, when we received it and called to cancel we had to send a letter in 30 days in advance to cancel - that's wonderful customer service - send out a reminder that can't be cancelled and you still charge for!! (I used to work in service scheduling for a LARGE gutter company, I know how it works and that's just POOR service). It has turned into a debacle that we tried to avoid, but when the treatment was done and we were billed for it, that was the straw that broke the camels back. Everything from the incorrect spelling of both our names, ineffective treatment, poor customer service, and a cancellation policy that is so outdated it's sad, this shows how from beginning to end it was NOT a good experience.
Regards,
[redacted]
I personally have contacted Mr. [redacted] on more than one occasion to discuss his issues and have yet to receive a return call. On February 12, after the last receipt of this complaint, I contacted Mr. [redacted] and spoke with his wife, who gave me a direct phone number to him. I left a voicemail...
at that time. On February 15, after not receiving a response to my first call, I called the same direct line and left another voicemail for him to call me back, which also has not been returned. I feel at this point, that in order for us to come up with a satisfactory solution, Mr. [redacted] will in fact have to return our calls, and contact us directly to discuss his options. If he is unwilling or unable to do so, MasterGuard is unfortunately not going to be able to do much to assist him. I would request that Mr. [redacted] contact me at the number I have left at his earliest convenience so that we can work at resolving his issue.
Customer contacted our company for service on June 10, 2015. He signed a service agreement that continues for a minimum of 12 months and continues at a service-to-service basis until we receive a written 30-day notice of cancellation. Customer had received 3 services prior to the winter...
service mentioned. The customer contacted our office after his winter service and let us know that he did not think the service was completed. MasterGuard sent out another technician, for free, to ensure the service was performed to our standard and gave him a $20 discount for that service. Customer called in to cancel services on 7/15/16. He was sent a copy of his service agreement and was informed that MasterGuard could not cancel his appointment for 7/18/16 but it could be scheduled that week for a time when he was home. He did schedule the appointment for 7/21/16 after 5:00 pm but when he read his service agreement he called back asking to move his appointment to the end of August to allow him time send in proper cancellation. Since his service was due and scheduled for the week of the 18th MasterGuard was unable to do that. He was asked if he wanted the service or if he wished to pay the appointment cancellation fee. The customer refused the service and is being charged the appointment cancellation fee. The customer provided written cancellation on 7/15/16 via email. Due to written cancellation not being received 30-days prior to his next service the customer is still being held responsible for this upcoming service but all future services have been terminated and his cancellation letter has been put in his file. The address listed for our company is the location of our secure P.O. Box for our customers to send payments to.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Mason [redacted] Unfortunately, I am traveling and will be out of the country until the 23rd. I did try to call and the call was terminated. The young lady left a voice mail and I cannot call, apparently from where I am. I have no further ability to deal with this for another two weeks. Even the tone of the office manager seeking to resolve things seems a bit adversarial. But then, I am traveling and can only do email, and that only sporadically.Sorry for apparently being difficult.
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.
The position and tone of this response doesn't surprise me and only serves to prove that they will say and do many things that aren't true to collect payment for services they never delivered on. I signed up for pest control and soon was absolutely dissatisfied, then got tired of unanswered calls and unprofessional customer service. This person responding was not in my home the evening their sales people canvassed our neighborhood. Therefore, how would he know what was said and that a salesperson didn't / wouldn't misidentify and/or misrepresent terms of their 'contract' to make the deal appear more consumer friendly? The sales person was NOT clear about ANY of their cancellation language and, as I said, I asked about it and was assured I would be satisfied with their product or could 'cancel anytime'! Additionally, the majority of the conversation I had with the sales person on that night, and to the service personnel that came to my home to spray; REVOLVED AROUND TICKS! So, here again, for this company representative to say that ticks weren't EVER mentioned is simply lying. He was not here when they came to my door, nor was he here when I spoke with the guys that came to our home. THIS kind of attitude (in the response) and dismissal behavior -in addition to INEFFECTIVE service - confirms my belief that had I known I would NEVER have signed anything with their name on it.
Regards,
[redacted]
MasterGuard has received no voicemail messages from Mr. [redacted] since I have been attempting to get a hold of him. I tried again today at 2:10pm, but was forced again to leave an email. As stated previously, MasterGuard would be happy to honor the customer's warranty and send a technician out free of charge to complete any work that the customer believes was missed last time we were out. Unfortunately, as per the signed service agreement, if the customer would like to terminate his service agreement prior to completion, there would be a termination fee of 60% of the remaining balance. While we understand that the customer is busy, we are unable to assist him further if he is not willing to speak with us.
This response was faxed and emailed to Revdex.com on 1/13/16. Response to Revdex.com Complaint ID# [redacted]On October 16, 2014, [redacted] purchased a tabletop ad at [redacted] for her business, [redacted]. The estimated installation date on her purchase agreement is Spring 2015. Spring...
is from March 20 to June 20. Item #1 of our contract states that the installation date is only an estimate and is not guaranteed because of the nature of the advertising medium. When we began this project, the installation estimate was based on the time it took us to complete the tables at [redacted] the previous time that we did them. Many variables affect this time frame and it is impossible to predict all of them ahead of time. We do our best to adhere to our estimate and our projects take approximately 9 months to complete if everything goes according to schedule. The tables with [redacted] ad were installed at the restaurant on 8/14/15. This was 10 months from the date she signed her contract. Her two full years of advertising did not begin until the date of installation so any delays in the process does not affect this.Item #1 of the purchase agreement states that the installation date is only an estimate and is not guaranteed. Item #2 states that the contract is non-refundable and non-cancellable. [redacted] signature shows that she has read and acknowledged the terms of the contract. Her signature on the credit card authorization form shows that she understands that the charge is not refundable and irrevocable unless no service has been provided(service was provided on 8/14/15). Additionally, she made four payments beginning in October 2014 and ending in January 2015 so she did not pay a year in advance as her claim states. Limelight Media has provided service to [redacted]. Therefore, no refund will be issued.
The customer signed up for pest control on a quarterly basis back on June 18, 2015. The service agreement states that the pricing is based on a minimum of 12 months. It also states that we guarantee the service and if they ever needed service in between their regularly scheduled service that we...
would come out, for free, and take care of it (I have attached the service agreement). That is how we guarantee the service. Since we are only there once every three months we include free re-services to make sure we are taking care of any pest problem our customers may have. On January 20, 2016 the customer called in to cancel her service. Since she still had one more service on her initial agreement she was transferred to Ben in the cancellation department. He explained the service agreement and the customer decided that instead of paying the cancellation fee that they would cancel at the end of the agreement. On April 15, 2016 the customer called to change her service date for the last service on her agreement since they were going to be out of town. She was told that we would treat the exterior of the home but, as the service agreement states, we would happily come back, for free, when they got back into town to treat the interior and to just call us and set that up. On June 1, 2016 we got an email from the customer, telling us that she cancelled in the winter and not to come out and spray. We also go a hand written letter on June 17, 2016 telling us that she was cancelling and not to come in July and if we did then she wouldn’t pay for it (I have attached both the email and the letter). It is interesting that if she cancelled in the winter then why did she call in April to reschedule her service? Also, there would have been a cancellation fee on her account from the winter since she was still under contract with us. She was never serviced after we received either of her written cancellations. On September 15, 2016 the customer was issued, in error, a cancellation fee. Upon reviewing this complaint and her file I have removed that cancellation fee since she did provide that written cancellation in June 2016. This is why we keep records and require all cancellations to be in writing. In regards to the $150.00 refund that was requested we have removed the charge on the account for the cancellation fee. That was $57.00 and we never actually received payment. Since we applied this in error I have gone ahead and cleared that invoice. The only other charge that has occurred since February, when the customer is claiming she cancelled but in which we have shown that she actually didn’t cancel until June, was the $95.00 charge for service performed on April 19, 2016. Since service was performed we would not be able to reverse that charge or refund it.
The salesperson that came to your home is the owner of the company. At no time has he ever told anyone that we spray every crack. That would establish unachievable expectations. You are probably referring to the interior crack and crevice treatment where we treat areas such as window sills, door...
thresholds, and where the plumbing enters the walls under sinks. We use mirrors in the fall and winter to inspect the foundation for any areas that rodents could use to enter the home. I do not know why the technician didn’t at least offer to treat the interior. He has more than 3 years’ experience in the pest control industry and with our company and he has always at least asked if the customer wanted/needed the interior treated. If you wanted the interior done or had questions about why it wasn’t done we would have sent him back there to make sure it was taken care of. You received your 30-45 day follow-up service by our technician manager, [redacted], on August 22, 2016. It wasn’t until October 3, 2016 that you let us know that you were having any issues with the service. We set up a free service for you when you called in and sent our branch manager out to treat your home for the wasps above the front entrance. I have attached a copy of that service invoice from October 10, 2016. The reason we guarantee our service and come out for free between regular services is because we understand that not every home is going to have the same problems and there is no cure-all answer. There isn’t a pest control company in America that will claim to eliminate all pests. Again, this sets unrealistic expectations. We are only scheduled to come out to your home once a quarter to maintain our barriers but come out for free if there are any issues in-between. It is impossible for us to know that there are issues we aren’t aware of unless our customers communicate it to us. You were charged the cancellation fee because you signed up for at least a year of service at the discounted quarterly rate. You only took 2 of those first 5 services. We would rather take care of our customers than charge them a cancellation fee.
We sent out our tech manager the same week to take a look at the windows. He asked to get a price, for our reference, on what it would cost to clean the outside windows. Our tech manager reported back to the office. We called the customer and said we could send out a technician to clean them or...
refund them for the service. Our technicians are trained to not spray the windows but we understand that it still sometimes does occur. While speaking to the customer’s husband he told us that we had gotten product on their windows in the past but this time was worse. In an attempt to make the customer happy on 8/19/16 we sent out the same technician who sprayed the windows to clean the windows. While he didn’t have a ladder, he did have a 30 foot extension pole with a squeegee. He checked with the customer when he finished and she said that he did a great job. He reported back to our tech manager and we considered the problem taken care of. We then got a call from the customer’s husband the next week saying that we didn’t do a good enough job. He now expected us to pay for his windows to be re-cleaned professionally. We went out in good faith to rectify the situation, going beyond any of our service obligations, and were told we had solved the problem. If the windows were not cleaned to their satisfaction the time to voice that would have been when our technician was there cleaning them but in fact we were told that they looked great. We have a pest control company and not a window cleaning company. We went above and beyond to try to make this customer happy and don’t feel like it is our responsibility to pay to clean their windows.
Please contact the business to schedule a follow up appointment. If you are not scheduling the follow up appointment, please provide reasons as to why.
Thank you for bringing this to our attention. I was unaware that your re-service in March wasn’t completed to your satisfaction. I will have our technician manager follow up with that technician and find out why he did not bring the necessary supplies needed to complete the service as was...
instructed. I know that our office staff called you six times and left two messages to try to reschedule and get the interior finished for you from that January service. When we did get a hold of you we scheduled that appointment with you for March 20th and then you needed to reschedule it for March 31st. While we normally only service the outside of the home if no one is there I can make that adjustment for you. As for the service in April we had our technician manager out training a new technician. I am not sure where the miscommunication happened but we always offer to do the inside of the home when someone is home at the time of service. When you called and let us know the inside didn’t get done I contacted the technician and manager while they were still out in the field and told them that I would be contacting you and that they would probably be going back to complete the interior. I called you back to find out what time I could send them back and never got a response from you. We are always happy to return, for no charge, to complete the interior for you. Let us know when you would like that to happen.