Initial Business Response /* (1000, 5, 2015/05/27) */
Contact Name and Title: [redacted] Technician
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keopestcontrol.com
I first spoke with this customer back in December of 2014. At this time, it was brought to my attention that he wanted to...
cancel. I attempted to restore our service, but he was not willing to. He mentioned that we were unable to take care of the problem.
He also mentioned to me that his tenants did not like our service and that we were unable to take care of their problem. I then proceeded to tell him, if he gives us 30 days to correct the issue (which is stated in our "terms and agreement"), we will do it at no extra charge. He insisted that he did not want to continue, because his tenants voiced that we did not eradicate the problem.
After discussing this with management, I looked over the past invoices for his properties and noticed that we were unable to consistently treat each unit at each property. Consistently treating the units with such problems is very important when alleviating an issue such as a cockroach infestations.
Our second conversation was focused more so on the terms and agreements that this customer had signed. As I began to read the terms and agreement to him, he argued that we didn't take care of the issue and wasn't satisfied with our service. But as our agreement states, that the customer should give us 30 days to fix the issue, if not, our agreement would be breached, thus cancelling the agreement. And because he did not want us to continue, we could not fulfill our end of the agreement.
So then we moved forward with charging him for the cancellation of each account, as well as paying the past due balance of one account.
Customer should contact me to discuss how we can best resolve and come to a compromise.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with the company on several occasions to sort out this matter, even mentioning that we would bring this matter to the Revdex.com if we were still receiving notices because we were not reaching a mutual resolution.
As mentioned in our previous note, we wrote requesting a refund for the service provided from Knock them Out Pest because the service we received was plain terrible to the point that our tenants, the inhabitants of the property, are refusing their service. The technician did visit the property on several occasions, often disrupting our tenants schedule yet still failing to solve the problem.
The tenants' distaste for the service was so strong that we had to call in another company to solve the situation, and in one sitting from the other company we haven't had a pest situation since. It makes no sense for there to be this termed "consistency" if it can evidently be completed in one sitting.
I spoke with the Knock em out Pest Control about my tenants' anger and my own frustration with their services, requesting a refund, or at the least, asking that they waive the termination fee as they have not upheld their end of the agreement.
Final Business Response /* (4000, 9, 2015/06/12) */
We will waive the termination fees as requested by customer (response dated 6/2 - last sentence). Any outstanding balances for services provided will need to be paid and made current.
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate your waiving of the termination fee. But we have to also disagree with the second service fee. When your technician came for the second visit to the apartments, no service was provided. Our tenants had refused him entrance for the listed previously described complaints (ineffective application, unfriendly service, disruption to their schedule, etc.) Seeing that he provided nothing in that visit, we ask that this second charge be waived as well. We have already paid for the first service and have accepted that consequence on our end despite its ineffectiveness.
Initial Business Response /* (1000, 5, 2015/05/27) */
Contact Name and Title: [redacted] Technician
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keopestcontrol.com
I first spoke with this customer back in December of 2014. At this time, it was brought to my attention that he wanted to...
cancel. I attempted to restore our service, but he was not willing to. He mentioned that we were unable to take care of the problem.
He also mentioned to me that his tenants did not like our service and that we were unable to take care of their problem. I then proceeded to tell him, if he gives us 30 days to correct the issue (which is stated in our "terms and agreement"), we will do it at no extra charge. He insisted that he did not want to continue, because his tenants voiced that we did not eradicate the problem.
After discussing this with management, I looked over the past invoices for his properties and noticed that we were unable to consistently treat each unit at each property. Consistently treating the units with such problems is very important when alleviating an issue such as a cockroach infestations.
Our second conversation was focused more so on the terms and agreements that this customer had signed. As I began to read the terms and agreement to him, he argued that we didn't take care of the issue and wasn't satisfied with our service. But as our agreement states, that the customer should give us 30 days to fix the issue, if not, our agreement would be breached, thus cancelling the agreement. And because he did not want us to continue, we could not fulfill our end of the agreement.
So then we moved forward with charging him for the cancellation of each account, as well as paying the past due balance of one account.
Customer should contact me to discuss how we can best resolve and come to a compromise.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with the company on several occasions to sort out this matter, even mentioning that we would bring this matter to the Revdex.com if we were still receiving notices because we were not reaching a mutual resolution.
As mentioned in our previous note, we wrote requesting a refund for the service provided from Knock them Out Pest because the service we received was plain terrible to the point that our tenants, the inhabitants of the property, are refusing their service. The technician did visit the property on several occasions, often disrupting our tenants schedule yet still failing to solve the problem.
The tenants' distaste for the service was so strong that we had to call in another company to solve the situation, and in one sitting from the other company we haven't had a pest situation since. It makes no sense for there to be this termed "consistency" if it can evidently be completed in one sitting.
I spoke with the Knock em out Pest Control about my tenants' anger and my own frustration with their services, requesting a refund, or at the least, asking that they waive the termination fee as they have not upheld their end of the agreement.
Final Business Response /* (4000, 9, 2015/06/12) */
We will waive the termination fees as requested by customer (response dated 6/2 - last sentence). Any outstanding balances for services provided will need to be paid and made current.
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate your waiving of the termination fee. But we have to also disagree with the second service fee. When your technician came for the second visit to the apartments, no service was provided. Our tenants had refused him entrance for the listed previously described complaints (ineffective application, unfriendly service, disruption to their schedule, etc.) Seeing that he provided nothing in that visit, we ask that this second charge be waived as well. We have already paid for the first service and have accepted that consequence on our end despite its ineffectiveness.