John's Foreign Car Service, Inc.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In response to your complaint, I have thoroughly investigated our inspection documents and interviewed all technicians who were involved in the inspection and treatment of your house. [redacted] did perform an inspection of your house on January 16, 2017.  Per his inspection documents (of which...

you received a copy at closing), he found live termites in a deck post and he found evidence of previous activity (termite shelter tubes along the front foundation).  He also noted on his inspection report that he saw no evidence of a previous treatment.  It is our protocol (as well as that of the National Pest Management Association) to recommend treatment whenever 1) live termites are found or 2) when termite evidence (in this case, termite shelter tubes) is found and there has been no indication of a previous treatment.  In this case, all the above factors were present.  Considering these facts, [redacted] recommended a full perimeter treatment.  I have attached the legal NPMA-33 inspection report.  Please see page 2, section 2 – Treatment Recommendation Guidelines Regarding Subterranean Termites. Since the deck is attached to the house, it is part of the structure and must be inspected as such.  As for your concern of how deep he was digging, since the inspection was for subterranean termites, it is necessary to dig several inches down to find the termites in their natural habitat.  Both concerns, while valid if you are not a trained professional, indicate that he was, in fact, performing a very thorough inspection. Whenever we perform a termite treatment on a house, we always offer free inspections to the surrounding neighbors.  In this case, it was the treatment technician, [redacted], who spoke to one of the neighbors.  He did use the term “infestation” in the conversation, and for that we apologize.  For the severity of the termite problem at your house, it was used incorrectly and we have addressed this issue with our employees.  Also, during the inspection of the deck, you indicated to [redacted] that the neighbor’s deck was in poor condition, most likely from termites, and that we should talk to them.   In the complaint, it sounds as though we were harassing the neighbors when we were following the aforementioned referral.  Again, it is unfortunate that the term “infestation” was used, however we do not feel it is fair to insinuate that we were malicious with our intent. After a thorough inspection, the treatment recommended and performed was within the National Pest Management Association’s guidelines as well as our own.  We do not see any grounds for a refund.  Also, these issues were not brought to our attention before a complaint was filed with the Revdex.com.  The customer always reserves the right to cancel a treatment at any time and we want to address any concerns the customer has about a treatment.  However, this can only happen when we are made aware of the issue.