Just "N" Thyme Catering

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.Mr [redacted] response does not make an argument that he should have returned to my house and charge me for the visit I will assert that I did tell his technician on the May visit that I wanted to terminate the service At no time was I offered a form to then place it in writing and return it back to him My wife also called [redacted] to inform them we wanted the service cancelled Yes, perhaps this could have been avoided had we been given the final notice that they would be returning which he himself admits that he failed to do In consideration of the ants causing my A/C unit to malfunction, I WOULD have notified him of the incident But it occurred AFTER I had asked the contract to be terminated, not before Certainly had I thought the contract was still enforce I would have notified him Regardless, the malfunction of my A/C unit is a clear indication his pest control services were not doing the job The A/C unit was indeed, within three feet of the house and would have been covered by the spray I can provide a service call receipt to prove this from [redacted] I also will add that it was exceedingly difficult to schedule a technician to spray the interior of my house with a two person income family They were not very flexible with hours/days Regards, [redacted] [redacted]

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 [redacted] was insistent that he had received this call and was not wrongAs I indicated, I have been a customer for yearsMy wife has never dealt with themAnd I spend dollars having an employee wait for them to come on both scheduled daysI understand mistakes, and offered [redacted] this path, and he was insistent that he had taken the call, had not messed up, and I was wrong$does not cover my loss, nor does it correct poor customer service.We have already rescheduled our appointment with Superior Exterminating, who will be our new providerI will encourage others whom I have referred to Bug Man to do the sameMistakes happen, it was the way that [redacted] handled it that was poor and uncalled for Regards, [redacted] ***

[redacted] has been a quarterly pest control customer since September However, she is under contract with Bug Man Exterminating Our agreement that is attached states that she is a quarterly pest control customer and it continues after the first year (services) on a month to month basis until we receive a day written cancellation notice We have done this service on a quarterly basis for all those years Bug Man Exterminating started using a Route Optimization Program to help our scheduling process to keep our technicians on the best possible route to help our efficiency and to eliminate raising prices on our customers This customer was in the less than 1% of our customers that elected not to be route optimized and wanted us to manually schedule her appointment Therefore, [redacted] sent her a letter stating the best possible time to schedule her August appointment If the customer calls us to reschedule at a more convenient time, then we always do our best to schedule their appointment at a time convenient with them As our agreement states, if the premises are unavailable, then an exterior treatment is performed and there is an additional fee to return for an interior treatment As [redacted] states, we sent her a letter with the date of her service and we did an exterior service She is also under contract until we receive a day written notice to cancel her service However, I am willing to return to do her interior service free of charge (if within days) since she is a long time customer if she pays her service and any return charge fee from our bank

I apologize for the miscommunication from Bug Man Ext***, one of our scheduling coordinators, believed he spoke with Mr***'s wife and rescheduled the appointment as requestedIt very well may have been a mistake on ***'s end, but if so, then it was simply a mistake [redacted] believes he spoke with Mrs [redacted] to reschedule the apptHe did not call Mror Mrs [redacted] a liar, he was stating his reasons why he rescheduled the apptThis is the first complaint I have received on [redacted] and he has been here for two years [redacted] is also not a manager, he is a scheduling coordinator that handles some of our schedulingI apologize for the mistake and I apologize that Mr [redacted] felt like [redacted] was calling him and his wife a liarI would like to offer Mr [redacted] $off his next service for his bad experience with Bug Man Ext

Mr*** signed a contract agreement with Bug Man Extin July I have attached the contract that states this quarterly pest control agreement continues month to month after the first four services unless a day written notice is sent to our office Our service technicians also
carry forms to give customers that tell them they would like to cancel service as they cannot take verbal cancellations This has never been a problem in years of business Service techs ask the customer to fill out the form and they can fax, email or mail in the cancellation form As for the ant problem, we offer free call backs between our quarterly services for any problems The ***s had call back and four quarterly services We will come out every two weeks until a problem is gone, but we have no way of knowing a problem exist if you only have one call back in months As for the A/C Unit full of ants, again we have never heard of this until now Our service plan is to spray feet away from the house to protect the house from general insects I am not sure if the A/C unit is within the three feet or not, but we would have been happy to correct the problem had we known about it As for our July 24th service, we did not show up to do the service and leave a sign in his yard We try to give service reminders (our contract calls for us to make an attempt (1)) We give them a day notice,a day notice and the day before We did not give him the day before reminder because our tech was on vacation the day before, but they got reminders as all of our call and emails are logged and time stamped All of this could have been avoided if the ***s would have called us days prior when *** left a message for them about their upcoming service We usually allow customers to cancel that service and send in their cancellation letter.Our manager, *** ***, did offer them a discount on their next service if they continued service as a kind gesture and in good faith We cannot give free services away because the customer does not give us a notice or let us know when we notify them of the service.Tim NiningerVice President

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.Mr.  [redacted] response does not make an argument that he should have returned to my house and charge me for the visit.  I will assert that I did tell his technician on the May 2017 visit that I wanted to terminate the service.  At no time was I offered a form to then place it in writing and return it back to him.  My wife also called [redacted] to inform them we wanted the service cancelled.  Yes, perhaps this could have been avoided had we been given the final notice that they would be returning which he himself admits that he failed to do.  In consideration of the ants causing my A/C unit to malfunction, I WOULD have notified him of the incident.  But it occurred AFTER I had asked the contract to be terminated, not before.  Certainly had I thought the contract was still enforce I would have notified him.  Regardless, the malfunction of my A/C unit is a clear indication his pest control services were not doing the job.  The A/C unit was indeed, within three feet of the house and would have been covered by the spray.   I can provide a service call receipt to prove this from [redacted].  I also will add that it was exceedingly difficult to schedule a technician to spray the interior of my house with a two person income family.  They were not very flexible with hours/days.  
Regards,
[redacted] [redacted]

[redacted] has been a quarterly pest control customer since September 2011.  However, she is under contract with Bug Man Exterminating.  Our agreement that is attached states that she is a quarterly pest control customer and it continues after the first year (4 services) on a month...

to month basis until we receive a 30 day written cancellation notice.  We have done this service on a quarterly basis for all those years.  Bug Man Exterminating started using a Route Optimization Program to help our scheduling process to keep our technicians on the best possible route to help our efficiency and to eliminate raising prices on our customers.  This customer was in the less than 1% of our customers that elected not to be route optimized and wanted us to manually schedule her appointment.  Therefore, [redacted] sent her a letter stating the best possible time to schedule her August appointment.  If the customer calls us to reschedule at a more convenient time, then we always do our best to schedule their appointment at a time convenient with them.  As our agreement states, if the premises are unavailable, then an exterior treatment is performed and there is an additional fee to return for an interior treatment.  As [redacted] states, we sent her a letter with the date of her service and we did an exterior service.  She is also under contract until we receive a 30 day written notice to cancel her service.  However, I am willing to return to do her interior service free of charge (if within 30 days) since she is a long time customer if she pays her service and any return charge fee from our bank.

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.I do accept this as an agreement. I did this contract back in 2011. I was under the understanding that it was for 1 year. I stopped my service a few years ago due to my money falling low and they never said to me, you are under a contract, nothing of that ever came up. After 6 months or so, my money built back up so I called them to get service. Again, was never told of a contract. Just happy to come service my house. I always would get a phone call to let em know they were coming the next day. When Bugman came out on 8/8/17, ther was no phone call, they did not leave a sign in my yard, NOTHING, the only way I knew they were here is they charged my card. I am not even sure they came to my house. I was not home. also, they always did  my lower part and my patio. that was all locked up. So they did not do a full service if any service at all was done. I have notified my credit card company on the charged on my card with out permission also. They stated they would come back to finish the job, BUT, I do not want them on my property ever again. I just want the charge credited back to my account, they have my written notice that I will never use the service again. I have spoken to many of my customers thru out South western Va and no one can believe they did a customer this way. Not good in my eyes or many I have told my story too. [redacted], 8/16/17
Regards,
[redacted]

I apologize for the miscommunication from Bug Man Ext. [redacted], one of our scheduling coordinators, believed he spoke with Mr. [redacted]'s wife and rescheduled the appointment as requested. It very well may have been a mistake on [redacted]'s end, but if so, then it was simply a mistake. [redacted] believes he...

spoke with Mrs. [redacted] to reschedule the appt. He did not call Mr. or Mrs. [redacted] a liar, he was stating his reasons why he rescheduled the appt. This is the first complaint I have received on [redacted] and he has been here for two years. [redacted] is also not a manager, he is a scheduling coordinator that handles some of our scheduling. I apologize for the mistake and I apologize that Mr. [redacted] felt like [redacted] was calling him and his wife a liar. I would like to offer Mr. [redacted] $25 off his next service for his bad experience with Bug Man Ext.

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.
[redacted] was insistent that he had received this call and was not wrong. As I indicated, I have been a customer for years. My wife has never dealt with them. And I spend 60 dollars having an employee wait for them to come on both scheduled days. I understand mistakes, and offered [redacted] this path, and he was insistent that he had taken the call, had not messed up, and I was wrong. $25 does not cover my loss, nor does it correct poor customer service.We have already rescheduled our appointment with Superior Exterminating, who will be our new provider. I will encourage others whom I have referred to Bug Man to do the same. Mistakes happen, it was the way that [redacted] handled it that was poor and uncalled for.
Regards,
[redacted]