Lincoln Pest & Property Solutions

Our technician went out to give an estimate for bed bugs as requested by the customerThe picture that the customer showed our tech that she had taken with her phone was a bed bug but after inspection, only evidence of carpet beetles was foundThe technician advised that he could do preventative treatment to give her peace of mind and she decided that she wanted to go ahead with bed bug treatmentHe quoted her for a one time treatment and for a treatment with a day follow up treatmentThe customer chose the treatment as indicated on the initial service invoiceIt was agreed that half be paid at the time of service and the balance would be paid within daysWe received payment of 500.00, ck 1266, at the time of initial service on 5/14/we mailed her a bill for the remaining balance of When she was contacted to schedule the followup visit she said that she didn't meed another treatmentOn 6/19/2015, the customer called the office questioning the balance owedIt was explained as stated above, that it was for the balance due for the initial treatment of She disputed the pricing and insisted because the follow up service was not performed that she did not owe a balanceShe would consistently speak over us when trying to discuss the situation and didn't seem like she interested in coming to an agreementWe told her we would have the technician call her to explain and go over what they had discussedAfter speaking with the tech she did agree to the charge of for the one time treatment, as she elected to opt out of the follow up service, leaving a balance due of and she was supposed to call in her credit card paymentOnce the payment was received , the office would credit her account the difference and would mark the account paid in fullShe was only sent to collections when she did not respond to paymentAttached is the copy of the original invoice showing initial charge for treatment to be Also enclosed are the notes that were entered by the office after speaking with the customerShe was sent to collections for 505.00(plus collection fee) not as she statedIf the customer would pay the 295.00, the balance of the final agreed upon price of the we will credit the account which includes the collection fee

This is incorrect. When the technician came to my home we showed him bites on my leg that were from a week prior. He said the bite on my leg looked to be bed bug bites. We told him we found one at the foot of our bed. He asked if we kept the bug, we said, "no, we killed it" but had a photo. My husband showed him a photo of a bug, (which prompted my initial call). The technician immediately responded and said "that is not a bed bug, but a carpet beetle". He explained the differences between a carpet beetle and a bed bug. The stripes on the body with a carpet beetle vs the bed bug appearance. He then showed us videos from his phone of bed bugs that he had taken from previous customers and looked around. He explained if we were unsure if we had bed bugs or carpet beetles if we went with the stronger treatment for bed bugs it will kill everything. But, if we did a carpet beetle treatment and we do have bed bugs it will not kill them. He recommended a treatment for $498 and a second one in 30days which would be an additional $498, for a total of $996. He said they recommend two treatments because if they've laid eggs usually in 30days is when they hatch and the second treatment will guarantee that they are gone. So, naturally we agreed. There was never any price list that was presented to us that listed a one time treatment at 'x'amount, two time treatment at 'x'amount etc... and the description of the procedures or anything. There is nothing listed on the website and when you call they don't give you a clear price list for treatments either. So, our understanding and the way it was communicated to us was $498 per treatment and we were going to do two treatments, but called and canceled before the second treatment was scheduled. So we never did the second one and should not be charged for it. We never signed any paperwork either. As I stated below I never got a diagnostics report/analysis of what they did or did not find. We were not home when they did the treatment so afterwork I called and asked if they found anything, the tech said no they will call us in 30days for the next treatment. After a week or so I contacted him back to tell him we will wait on the 30day second treatment and give him a call when we were ready. He called me back and left me a message on 6/15/15 which I have the message on my phone and he says "after putting in that you don't want to do the second treatment, it was $995 for the treatments, give me a call because I hate to see you get billed and your not going to do the second treatment". I do not feel that I owe this company any money, I've paid for one treatment at the price that it was communicated to me in full. I canceled the second treatment well in advance before they came back to do anything else. We never signed any paperwork either. When I called the office to make sure this was communicated the woman would not listen to me and say that is not how it was written you need to talk to [redacted].  I told her well it was written for two treatments, which I received one and I'm calling you and the tech to tell you that I don't want to do the second treatment we are all set. If the price was quoted incorrectly, that is not my issue and to send me an invoice for the correct amount, which she never did. Only thing I received afterwards was a call from a collection agency to collect the amount for the second treatment. This company is unprofessional, provides poor customer service and argues with customers when they are trying to communicate an issue to them. They don't have their services clearly printed with procedures and warranties. We never signed anything. As I mention above we were not home when they did the first treatment we left a check for the balance of one treatment as it was communicated to us. One treatment at $498 and due at time of completion, which we paid. 30days later a second treatment at $498, which we cancelled and I'm still being charged for something I did not receive. 
Regards,
[redacted]

Our technician went out to give an estimate for bed bugs as requested by the customer. The picture that the customer showed our tech that she had taken with her phone was a bed bug but after inspection, only evidence of carpet beetles was found. The technician advised that he could do preventative...

treatment to give her peace of mind and she decided that she wanted to go ahead with bed bug treatment. He quoted her 795.00 for a one time treatment and 995.00 for a treatment with a 30 day follow up treatment. The customer chose the 995.00 treatment as indicated on the initial service invoice. It was agreed that half be paid at the time of service and the balance would be paid within 30 days. We received payment of 500.00, ck 1266, at the time of initial service on 5/14/2015 we mailed her a bill for the remaining balance of 495.00. When she was contacted to schedule the followup visit she said that she didn't meed another treatment. On 6/19/2015, the customer called the office questioning the balance owed. It was explained as stated above, that it was for the balance due for the initial treatment of 995.00. She disputed the pricing and insisted because the follow up service was not performed that she did not owe a balance. She would consistently speak over us when trying to discuss the situation and didn't seem like she interested in coming to an agreement. We told her we would have the technician call her to explain and go over what they had discussed. After speaking with the tech she did agree to the charge of 795.00 for the one time treatment, as she elected to opt out of the follow up service, leaving a balance due of 295.00 and she was supposed to call in her credit card payment. Once the payment was received , the office would credit her account the 200.00 difference and would mark the account paid in full. She was only sent to collections when she did not respond to payment. Attached is the copy of the original invoice showing initial charge for treatment to be 995.00. Also enclosed are the notes that were entered by the office after speaking with the customer. She was sent to collections for 505.00(495.00 plus 10.00 collection fee)  not 600.00 as she stated. If the customer would pay the 295.00, the balance of the final agreed upon price of the 795.00 we will credit the account 210.00 which includes the collection fee.

As we previously stated, we were aware that there was evidence of carpet beetles but we were going ahead with a bed bug treatment at the customer’s request. The customer states in her own rebuttal that she agreed to receive the initial service with a follow up treatment based on the technician’s recommendation. Therefore, the price with a follow-up treatment was quoted at $995. If the customer had any confusion with pricing, she could have called when she was left the invoice for $995 after initial treatment on 5/4/15. The invoice stated the pricing, areas treated and material used. We stand behind our technician's explanation that she was told she could split the charge of $995 into two payments, one at time of initial service and one at the follow-up treatment or go with a one-time treatment of $795 for which she did not choose at that time. We do not even offer pricing for what she is disputing. We do offer a payment plan of half down and half within 30 days to many or our customers. This is the first time there has been an issue. As is protocol for all customers, we do not offer pricing on our website or over the phone as every situation is different and requires an inspection before giving the customer a price. There are also no instructions for procedure as that is based on the inspection and what is deemed necessary by the technician. A customer is not required to sign an agreement for a general treatment, only if they are signing up for an on-going maintenance plan. A proposal is not left if the service is agreed upon at the time of inspection. If there were any questions about our policies or procedures, the office did not receive any calls from the customer. As stated previously, if the customer pays $295, the balance for a one-time treatment, we will credit the $210 which includes the collection fee. Thank you