Jeff's Auto Glass

In short, the matter was resolved on 2/ Hearts Pest Management last serviced this customer in December On 2/9, the customer paid for the December service and for a cancellation fee equal to the amount of one service When we begin a maintenance agreement, we do not charge an "initial fee." Many companies do this to insure profitability up front and because there is more work in the beginning We do not create this barrier to forming new client relationships But in exchange, we have clear statements on our maintenance form, that there is a cancellation fee equal to just one maintenance service visit, if the customer does not stay for a year In this case, the customer had just two service visits and than stopped service I believe the customer moved

There are a lot of inaccuracies in regards to this client's complaint All pricing was gone over with the customer prior to even scheduling the service, maintenance plans were offered based on a service frequency of monthly, every other month or quarterly, we also offered a higher priced
option for just a single treatment The pricing agreed on was for an every other month serviceWe price our service based on the square footage of the client's home, why she would assume that meant we spray the perimeter of the entire property I can't imagine, our focus is always on keeping pests out of the homeWhich includes spraying the perimeter of the home but certainly not the perimeter of the entire propertyAs far as your interaction with our technician it doesn't reflect what happened at all As far as her interactions with the technician she was rude and condescending but most importantly dismissive of paying the price for a single treatment with no further contractual agreements When an agreement could not be reached the technician justly thought it best to walk away without charging for his time or performing a service the client would not be happy with

In short, the matter was resolved on 2/ Hearts Pest Management last serviced this customer in December On 2/9, the customer paid for the December service and for a cancellation fee equal to the amount of one service When we begin a maintenance agreement, we do not charge an
"initial fee." Many companies do this to insure profitability up front and because there is more work in the beginning We do not create this barrier to forming new client relationships But in exchange, we have clear statements on our maintenance form, that there is a cancellation fee equal to just one maintenance service visit, if the customer does not stay for a year In this case, the customer had just two service visits and than stopped service I believe the customer moved

We are responding to your letter of Jan18, concerning ID # ***We have included a littlehistory on our services so you can see the flow of our business to understand our tour program.Butler Motor Tours is a bus tour company in Butler, PA operating for over years, We offer
toursthroughout the country by way of motor coachOur main pick up iocations for our tours are Butler,Kittanning and Natrona HeightsThere are a few tours where we offer Monroeville or Pittsburgh pickupsas wellUnfortunately, Hermitage is not one of our pick up locations on any of our tours.Our sister company, Gad-About Tours is based in Columbiana, OhioWe do partner with Gad-AboutTours on several tours throughout each yearThis allows both of our companies to accept reservationsfor these specific tours, and piour customers at our specified pilocations before meetingand transferring all customers to the host company's tour busBy doing this we are able to offer moretour options to more customers, as well as lessen the number of tours that must be cancelled due tolow passenger counts.When a tour is hosted by Gad-About Tours, the staff at the Gad-About office in Columbiana, Ohiomakes all the tour arrangements at the destinationThey also provide the main transportation to andfrom the tourThe joining company, Butler Motor Tours, picks up passengers in their area (Butler,Kittanning and Natrona Heights) and meets the main Gad-About Tour busSince this tour was headingwest into Indiana, then Butler would have been our last pick up location.The tour in question was hosted by Gad-About Tours therefore Butler Motor Tours offered this tour toour customers, with our pilocations (Butler, Kittanning and Natrona Heights)We then took ourcustomers to meet the main Gad-About Tours bus in Akron, Ohio; which was the last pilocationfor Gad-About Tours on this tourSince we only had two Butler Motor Tours passengers loading inButler, we were able to use our van (instead of a bus) to transport these passengers to Akron, to meetthe main bus, Passenger counts on our combined tours do vary greatly throughout the year.Sometimes there may be only two people and other times there may be or even more, Thepassenger was sent an itinerary letter three weeks prior to the departure which listed only Butler as apilocationThis was accurate for this tour, as Butler Motor Tours did not-pick up any otherpassengers en route to AkronOn this particular tour we did travel across Interstate into Ohio andcontinued to Akron; however we did not travel through the city of Hermitage, as stated by the customer.Our website listing for the tour in question does specifically state “We join our sister company -Gadabout Tours..." pur tour book also clearly states at the beginning of this tour write up "Hosted byGad-About Tours.” We also have this information clearly stated on our flyer for this tour “(Hosted byGad-About Tours')." When asked bv customers what this means we do apprise them of the informationlisted aboveOur website listing also informs the customers that we travel across Ohio and intoIndiana’s Amish country on this tour.Gad-About's website clearly lists its pilocations at the top of each tour page to include Akron,Canton, Alliance, Salem and Columbiana, They also have a link after the tour details "Click Here forDeparture Details".All customers are welcome to register for tours with both Butler Motor Tours as well as Gad-AboutToursBoth companies do receive tour reservations from each other’s customers for tours that we donot partner with each other onIf the customer had registered for this tour with Gad-About Tours andpickthe bus in Columbiana, they would have been on the Gad-About bus for all of their pick-uplocations to include Salem, Alliance, Canton and Akron:This loop would have taken about two hours.These customers were on our Butler bus for about that same amount of time.We do not compensate customers for gas used to get to one of our pilocationsIt is verycustomary for passengers to travel a distance to take a tour with us because we do not havedesignated pick-ups in every single passenger's home townThe pick-up-locations are set according tothe direction the tour is headingThe customer traveled about miles from their home to our Butlerpilocation, which was their choice, They would have traveled about miles from their home tothe closest Gad-About pilocation in Columbiana, OH; or they would have traveled about milesto Gad-Abouts' last pilocation in Akron, OH; however Gad-About Tours does not compensatetheir customers for gas either.We do apologize for any inconvenience to the customer; however we do feel as though we provided thecustomer with all the necessary information for this tour, There should be some responsibility on thecustomers’ part in understanding what tour they are booking, and we are always very open withpassengers during their booking process with any questions they may have