J C Ehrlich Company, Inc.

November 13, 2017Dear *** ***:Our apologies on the delayed responseWe received your letter on 11-10-for the first timeIt appears your bureau was using the wrong office addressAll future correspondence can be sent, to our address, at the following address/emaiaddress below.*** ***
*** *** Harrisburg, PA *** harrisburgmgt@j cehrlich.comThank you for allowing J.CEhrlich Cothe opportunity to reply to Customer ID: *** comments, in her complaint,dated October 26, This customer is enrolled in a Pestfree service plan which includes coverage of different pests, including miceThe plan also includes three (3) scheduled service visits to the property, free of charge, every yearIn between services the customer is covered with a warranty(24/7-days a year) which allows them to call in anytime if a problem should arise. Should this occur we will go out at no additional cost to the customer in order to solve the issueHaving stated this, I will outline the facts of this case to remove any doubt that J.CEhrlich acted improperly by not fulfilling our requirement to address pests at her residenceAs you can see from the timeline below we have not only fulfilled our contractual requirements, (regular scheduled visits) we have also provide extra services to address the customer's concern of "hearing noises" and foul odors.The first notification of this issue took place when we received a call, from the customer, to visit the residence on 8-9-for miceUpon inspection no activity was observed(The definition of activity is a follows: 1) Rodent Droppings2) Rodent chewing marks3) Rub marks-black, greasy areas where rodents come in and out of holes4) Nesting areas.)On 8-17-the customer called us to come back out for mouse activity againOn 8-20-the Service Specialist inspected the interior of the home and did not find any activity, (as defined above - the industry standard of activity) He set ten (10) snap traps throughout the interior to include the master bedroom, living room and basement to monitor the situationOn 8/26/the Specialist returned to the property for a follow up, no activity was observed in the snap traps.On 10-7-the customer called us and informed us that they were hearing mice under the floorWe created a service for 10-13-During this visit the Specialist inspected the basement area below where she was hearing the sounds and placed snap traps above the insulation in cardboard tubes in the basement in order proactively monitor the situationThere was no activity observed on this visit.On 11-1-the customers daughter called to speak with a managerDon M***, our Service Center Manager, accompanied the Specialist on 11-2-to perform an additional inspection on the propertyDuring this service the manger inspected the main areas of the residence and found no evidence of rodent activityThe manager also investigated the roof and found an possible entry pointThe Specialist placed snap traps in the attic at that timeWe also recommended sealing off the deficiency on the roof, which we said we would do free of chargeWe wanted to do this since our customer is elderly and would not be able to do this herself.The Specialist returned on 11-9-and placed four rodent snap traps in the attic but was unable to fill the hole due to rainThe Specialist returned on 11-18-and filled the hole on the roof free of chargeHe also documented two (2) captures of mice in the atticThe next day on 11-19-Specialist returned to customers residence to seal a hole under the steps in the garage in order to prevent pest entry, free of chargeAn inspection was completed on this day and no activity was observed.On 11-27-16, customer called in to cancel their service with usThey stated that they are going to a "Wildlife Expert" and that they are not upset with our performance or service.Interestingly enough, the following year in March, Customer ID: *** called us in order to reinstate their Pest Free contract.The initial corrective was to be for mice(It should be noted that the customer had a "wildlife expert" servicing her home for months before calling us again for mouse concerns) The Specialist went out on 4/13/and inspected the property as well as bait mouse stationsNo evidence of rodents were observed on this visitThe customer called in on 6-26-and we set up a service for the following day (6-27-17)The Specialist went out and performed an inspection of the home and replaced the bait, but no activity was observedThe Specialist went out to the property for his regular scheduled service on 7-31-All areas of the property were inspected, bait was replaced and no activity was observedOn 8-21-the customer called in for ant activity on the kitchen counter and on the floorWe responded the next day on 8-22-and addressed this issue immediatelyThe customer called again on 10-6-and reported smelling and hearing mice in an area near her deckWe arrived at the property, to respond to this call, but no smells or activity were present at that timeOur next service is scheduled for 11/30/This assumes the customer does not call for any additional services until that time.We have responded to each of her concerns in a timely manner and provided professional service and recommendations at each of our visitsIn fact, we even went above and beyond the limits of the contractual agreement by providing exclusion services that are not covered under her contractWe are surprised that the complaint alleges we have not fulfilled our requirement to address pests at her home and have also been charged with providing poor customer serviceIn fact, we have been out to the residence no less than five (5) times since she signed up with our program, again, on 3/6/2017, after employing a "wildlife expert" for months(keep in mind, since 8/9/the total extra service visits was 10) If the customer feels she has been provided poor service we will gladly refund the amount she has paid since returning to our Company, in March of 2017, and cancel her service agreement with us.In view of the foregoing explanation, we believe we have treated Customer ID: *** with the highest professionalism and best possible customer serviceUnder the circumstances we trust this adequately responds to your inquiry and removes any negative designation in connection with this complaintThank you for your consideration in this matter.Yours truly,James P. Area Operations Manager