I recently spoke with this customer in an attempt to explain the service that he had signed up for and the process we use to eliminate rodentsHowever he would not allow me to explain our process and insisted on cancelling his contractI informed him that he had signed a year agreement with us
including five regular quarterly visits with free re-services any time they needed usTo date we have only had the opportunity to complete services. The customer was not home at the time of our second service so we did our usual service for that time of yearBefore preforming any regular service for our customers we send an email two days before to remind them and then we also call them the day before, that way if they want or need to be home we can set a specific time for themThis customer never replied to our message so we were unable to schedule a time to treat the insideI have attached a copy of the original contract that was signed by the customer that covers the details of the agreement as well as the planned schedule for treatments. We received an email from the customer today with the required written notice to cancel service as explained in the contractI will be processing that today and mailing out the cancellation feeThe customer will have days to pay the cancellation fee before being sent to collections. I wish I could follow up with this "***" and hear his side of the story but unfortunately we have never had an *** that worked for us. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Again, I reject their claims & games! I have asked multiple times to confirm this service be cancelled and I have yet to receive that courtesy. In addition, they persist at trying to collect money for services they never provided, nor will I allow they to provide. In short, this company has made false claims, set expectations face to face and then they hide behind a service agreement that conflicts with what was outlined face to face. Perhaps the real issue at hand is the sales person that represented this company at my front door? Nonetheless, at this point this matters has all the appearances of a classic bait & switch, say one thing and do another! Since they have again refused my offer of settlement in the amount $95, which is one half of the services they claim to have provided I am left with little choice. Sadly, it has come to this point because I firmly believe my offer is fair & reasonable to resolve this matter and ultimately avoid civil court. And, I am confident any civil court judge will agree my offer was reasonable to prevent the direction Master Guard seemingly wishes to go.Regards,
[redacted]
The "sales person" referred to by [redacted] in his complaint was me. When I spoke with [redacted] I was never made aware that she was not the homeowner. I explained the service we provide to her and she said she would have to contact [redacted], which she did while I was at their home, and [redacted] agreed...
over the phone. Since I was never made aware [redacted] was not married to [redacted] I proceeded to fill out an agreement with [redacted]. This contract is to treat the address listed on the agreement, but was made between [redacted] and Masterguard Pest Control. Therefore [redacted] will be held responsible for the cancellation fee, not [redacted]. We use this Service Agreement to protect our company from people attempting to take advantage of us by getting a cheap one-time service. If they had wanted a one-time service we would have charge our usual one-time price of $300.00. The price given was based on them doing 5 services through out the year. [redacted] and [redacted] claim to have sent an email immediately after they signed up to cancel the contract, however the first email we received from [redacted] and [redacted] was on August 23, 2014, 26 days after their first service was completed. We even received payment for the first service preformed, making it apparent that they accepted our terms of service. Under Wisconsin state law they have 3 business days to cancel the service with no cancelation fee. As you'll notice in our agreement, this 3 day cancellation policy is clearly stated at the bottom twice. If they wanted to cancel it gives them instructions to cut off the bottom portion and send it in within 3 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The fact that this guy is flat out lying saying that he contacted me when [redacted] was home is a load of lies. I'll tell you why that is one of my close friends that provides the same service as these people do that does my business property. Why would I use a third party I don't know when I have a guy that will do it for me cheaper. If these guys would have contacted me then they would have gotten the NO. As does the no solicitors sign on my door indicate I don't by door to door services. As far as the email goes that date is the one 2nd attempt to contact you guys because you never return a response!!!!! This either ends here or my lawyer is going to be the one that ends this please let me know how you guys would like to handle this? I'm trying to play nice but if you guys want to continue on your quest of wrong doing and flat out lying I promise I have plenty to support and my lawyer agrees. Last chance fellows. Take it or leave it as I've said before it's not going to be me paying the court fees and the what not. As a business owner in the area I will make sure everyone I talk to about your product and company knows what they are dealing with. These are your decisions ans frankly Id like to see some kind of proof that you talked to me?????? This is going to be the strongest part about my case and I'm not going to tell you why it was impossible for you to talk to me on that date. But you guys will find out when we get to that point. Thanks for saying this in writing though that you talked to me and I approved it. its great catching people in lies. Good luck qnd way to take plenty of time to respond it shows how organized your company is! So I leave you with this either wipe the bill or lawyer is coming after the bill , what we paid and more. I'm in for whatever you guys decide to do! Regards,
[redacted]
Masterguard Pest Control is a business that services thousands of homes every year. We have a detailed Service Agreement for when issues like this arise. Despite our best efforts to make it as clear as possible occasionally customers misunderstand or simply forget about the details of the Service...
Agreement. This is why we have everything in writing and require the customer to sign the service agreement before the service is provided. [redacted] claims that our sales rep told him no products would be applied unless he was home. However, our service agreement that [redacted] signed specifically states, "Master Guard Pest Control will service the exterior of the property whether or not the customer is home." Another one of [redacted]'s concerns is that his second service was after a rainstorm, and therefore worthless. However, all of our technicians are licensed and trained so they know when it is to wet to apply an application. Also, our Service Agreement states, "If between regularly scheduled treatments the customer sees that additional service is needed MPC will return and re-service the home at no extra charge." [redacted] questions the validity of our company and the services we provide. However we are licensed according to state standards. [redacted] claims that we have not attempted to contact him to resolve this issue, however I personally have called [redacted] several times. Each time calling two separate numbers that he provided us with at time of initial contact. I even left him a voice message explaining that I needed to talk to him to resolve the issue. We have preformed two services for [redacted] and have not received any form of payment. His current outstanding balance is $184.00. [redacted] signed a one year contract, that specifically state the "customer agrees to pay 60% of the remaining balance if the contract is cancelled prior to the expiration of the one year term." [redacted] has 3 services remaining on his agreement, each costing $95.00. Therefore his remaining balance is $285.00, and 60% of that comes to $171.00. If [redacted] chooses to cancel services at this point he will be held responsible for the $171.00 cancellation fee in addition to his current outstanding balance of $184.00. Attached is a copy of the Service Agreement that was signed by [redacted], with in quoted content now highlighted.
We have a signed contract with [redacted] that has not been completed. We intend to up hold our end of the agreement by continuing service. If [redacted] terminates service he will be help responsible for 60% of the remaining balance. Refer to service agreement attached to previous email, if you have any questions Thank you
I recently spoke with this customer in an attempt to explain the service that he had signed up for and the process we use to eliminate rodentsHowever he would not allow me to explain our process and insisted on cancelling his contractI informed him that he had signed a year agreement with us
including five regular quarterly visits with free re-services any time they needed usTo date we have only had the opportunity to complete services. The customer was not home at the time of our second service so we did our usual service for that time of yearBefore preforming any regular service for our customers we send an email two days before to remind them and then we also call them the day before, that way if they want or need to be home we can set a specific time for themThis customer never replied to our message so we were unable to schedule a time to treat the insideI have attached a copy of the original contract that was signed by the customer that covers the details of the agreement as well as the planned schedule for treatments. We received an email from the customer today with the required written notice to cancel service as explained in the contractI will be processing that today and mailing out the cancellation feeThe customer will have days to pay the cancellation fee before being sent to collections. I wish I could follow up with this "***" and hear his side of the story but unfortunately we have never had an *** that worked for us. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Again, I reject their claims & games! I have asked multiple times to confirm this service be cancelled and I have yet to receive that courtesy. In addition, they persist at trying to collect money for services they never provided, nor will I allow they to provide. In short, this company has made false claims, set expectations face to face and then they hide behind a service agreement that conflicts with what was outlined face to face. Perhaps the real issue at hand is the sales person that represented this company at my front door? Nonetheless, at this point this matters has all the appearances of a classic bait & switch, say one thing and do another! Since they have again refused my offer of settlement in the amount $95, which is one half of the services they claim to have provided I am left with little choice. Sadly, it has come to this point because I firmly believe my offer is fair & reasonable to resolve this matter and ultimately avoid civil court. And, I am confident any civil court judge will agree my offer was reasonable to prevent the direction Master Guard seemingly wishes to go.Regards,
[redacted]
The "sales person" referred to by [redacted] in his complaint was me. When I spoke with [redacted] I was never made aware that she was not the homeowner. I explained the service we provide to her and she said she would have to contact [redacted], which she did while I was at their home, and [redacted] agreed...
over the phone. Since I was never made aware [redacted] was not married to [redacted] I proceeded to fill out an agreement with [redacted]. This contract is to treat the address listed on the agreement, but was made between [redacted] and Masterguard Pest Control. Therefore [redacted] will be held responsible for the cancellation fee, not [redacted]. We use this Service Agreement to protect our company from people attempting to take advantage of us by getting a cheap one-time service. If they had wanted a one-time service we would have charge our usual one-time price of $300.00. The price given was based on them doing 5 services through out the year. [redacted] and [redacted] claim to have sent an email immediately after they signed up to cancel the contract, however the first email we received from [redacted] and [redacted] was on August 23, 2014, 26 days after their first service was completed. We even received payment for the first service preformed, making it apparent that they accepted our terms of service. Under Wisconsin state law they have 3 business days to cancel the service with no cancelation fee. As you'll notice in our agreement, this 3 day cancellation policy is clearly stated at the bottom twice. If they wanted to cancel it gives them instructions to cut off the bottom portion and send it in within 3 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The fact that this guy is flat out lying saying that he contacted me when [redacted] was home is a load of lies. I'll tell you why that is one of my close friends that provides the same service as these people do that does my business property. Why would I use a third party I don't know when I have a guy that will do it for me cheaper. If these guys would have contacted me then they would have gotten the NO. As does the no solicitors sign on my door indicate I don't by door to door services. As far as the email goes that date is the one 2nd attempt to contact you guys because you never return a response!!!!! This either ends here or my lawyer is going to be the one that ends this please let me know how you guys would like to handle this? I'm trying to play nice but if you guys want to continue on your quest of wrong doing and flat out lying I promise I have plenty to support and my lawyer agrees. Last chance fellows. Take it or leave it as I've said before it's not going to be me paying the court fees and the what not. As a business owner in the area I will make sure everyone I talk to about your product and company knows what they are dealing with. These are your decisions ans frankly Id like to see some kind of proof that you talked to me?????? This is going to be the strongest part about my case and I'm not going to tell you why it was impossible for you to talk to me on that date. But you guys will find out when we get to that point. Thanks for saying this in writing though that you talked to me and I approved it. its great catching people in lies. Good luck qnd way to take plenty of time to respond it shows how organized your company is! So I leave you with this either wipe the bill or lawyer is coming after the bill , what we paid and more. I'm in for whatever you guys decide to do! Regards,
[redacted]
Masterguard Pest Control is a business that services thousands of homes every year. We have a detailed Service Agreement for when issues like this arise. Despite our best efforts to make it as clear as possible occasionally customers misunderstand or simply forget about the details of the Service...
Agreement. This is why we have everything in writing and require the customer to sign the service agreement before the service is provided. [redacted] claims that our sales rep told him no products would be applied unless he was home. However, our service agreement that [redacted] signed specifically states, "Master Guard Pest Control will service the exterior of the property whether or not the customer is home." Another one of [redacted]'s concerns is that his second service was after a rainstorm, and therefore worthless. However, all of our technicians are licensed and trained so they know when it is to wet to apply an application. Also, our Service Agreement states, "If between regularly scheduled treatments the customer sees that additional service is needed MPC will return and re-service the home at no extra charge." [redacted] questions the validity of our company and the services we provide. However we are licensed according to state standards. [redacted] claims that we have not attempted to contact him to resolve this issue, however I personally have called [redacted] several times. Each time calling two separate numbers that he provided us with at time of initial contact. I even left him a voice message explaining that I needed to talk to him to resolve the issue. We have preformed two services for [redacted] and have not received any form of payment. His current outstanding balance is $184.00. [redacted] signed a one year contract, that specifically state the "customer agrees to pay 60% of the remaining balance if the contract is cancelled prior to the expiration of the one year term." [redacted] has 3 services remaining on his agreement, each costing $95.00. Therefore his remaining balance is $285.00, and 60% of that comes to $171.00. If [redacted] chooses to cancel services at this point he will be held responsible for the $171.00 cancellation fee in addition to his current outstanding balance of $184.00. Attached is a copy of the Service Agreement that was signed by [redacted], with in quoted content now highlighted.
We have a signed contract with [redacted] that has not been completed. We intend to up hold our end of the agreement by continuing service. If [redacted] terminates service he will be help responsible for 60% of the remaining balance. Refer to service agreement attached to previous email, if you have any questions Thank you