McVay Pest Control Reviews (%countItem)
McVay Pest Control Rating
Address: 705 Illinois Ave STE 6C, Joplin, Missouri, United States, 64801-5065
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www.mcvaypestcontrol.com
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In March of 2018, I contacted this company and made arrangements to have my primary residence serviced for pest control. I was quoted a discounted price of $208.00 for a year, which was for quarterly service (if paid in advance.)
On March 30th, 2018, I received my first treatment and paid the company the quoted $208.00 for one (1) year of service. That check was deposited to *** on April 16th (I have a copy of the cancelled check).
My 2nd service appointment was scheduled for June. The company contacted me to confirm and I had to cancel/reschedule. I was told that a cancellation fee would be assessed and to call back when I had a date for the reschedule. I contacted their office that next week, but they were closed for the week so I left a message. Several days after that, I attempted to call again and left another message and still did not hear back from them. After waiting for a couple of months, in August, I attempted to contact their company via their website “Contact Us” link, with yet again no response. (I have a copy of that message).
Clearly frustrated at this point, sometime in September/October I sent a letter via certified mail requesting service cancellation and a refund for the balance. This letter was sent to the physical address they have listed on ***, which was returned to me as “undeliverable” (I have the returned letter).
After leaving a negative business review on ***, their company was suddenly quick to respond to my post (in less than 24 hours,) online, but still made no attempt to contact me directly. I posted a second "update" to that negative *** review (46 days later) after still not receiving so much as a phone call.
In early February I obtained a second business address that was a PO box and sent yet another certified letter notifying them of my issue and requesting a refund of the remaining credit balance (I have a copy of that letter). On 2-28-19, I was finally contacted by the owner *** regarding the issue. *** stated that my letter was the first he had heard of the issue. *** told me that he would go ahead and schedule the remaining service appointments but would not issue me any type of refund. I explained that after waiting almost a year from the original service date that no longer had any interest in doing any further business with his company because of the issues I encountered. *** stated that he was not willing to issue me any type of credit for the remaining balance and we ended the call without any resolution/agreement.
As stated in his complaint we signed the customer up for a year of service and gave him a steep discount based on paying up front for a year's worth of treatment. We came out and completed his first treatment with no issue. We set up his second appointment and as with all our customers, reminded him of our 24 hour cancellation policy when we made his appointment. He then waited until the day of the appointment to cancel his appointment and we informed him of the cancellation fee and he was unhappy. We told him to contact us back when he would be ready for us to come back out for his next service. He didn't attempt to call our office until August of that year. You can see in the google reviews that he has left that he admits to that because he said he didn't believe it was his responsibility to contact us about rescheduling the appointment. That makes things quite difficult for us as we can't just show up to his house unannounced to perform a service. He did contact us in August and we attempted to contact him back several times with no response. Then he started leaving google reviews in which we, again, encouraged him to give us a call as we were happy to fulfill his remaining 3 services. We attempted to call him several times to set this up as well with no response. Finally, the owner of the company got involved and had to contact him directly and offered to fulfill his last three services and this still was not good enough for him. The discount he received was based upon paying up front for a year's worth of service. We do not issue refunds for up-front payment of services unless a mitigating situation has occurred like the customer has moved away from the home or has become ill and cannot continue with service. We are more than willing to complete his three additional treatments, but we cannot offer him any kind of refund simply based on the fact that he decided he did not want to continue after he had already received his discount.
Complaint: ***
I am rejecting this response because:
This entire issue could have been resolved with adequate follow up (i.e. business101).
Once I didn’t receive that follow up, I shouldn’t have to waste my time jumping through hoops such as sending certified letters or posting online reviews to get their attention. In fact, once the business saw the review and responded to it, it should have been glaringly obvious that they had an unhappy customer and they should have contacted me immediately to address the issue…. But they refused to contact their “prepaid” customer (because they already have their money) and instead they wait until I waste more of my time sending a second certified letter (directly to the owner) before I receive a response from them. It is at that point that most customers will usually decide that they made a bad choice and not want to seek any further service from said business
Once I spoke with the owner, I learned that he was misled by the admin person and he believed this issue was about a cancellation fee. The only issue here is that the company didn’t follow up to calls requesting a reschedule and obviously don’t have a process in place so that customers don’t slip through the cracks (especially prepaid ones). As I stated before, the amount of money here is superficial, if the company isn’t willing to make this right from a financial standpoint then the company is simply choosing to be untrustworthy and irresponsible to a member of the Joplin community.
Sincerely
As stated several times in the previous response, we attempted numerous times to contact *** at the phone number he provided us after he reached out to reschedule his appointment. Once someone calls and cancels an appointment due to their schedule, it is their responsibility to call back and let us know that their schedule has opened up so we can get them back on our schedule book. When he cancelled his appointment, we told him to give us a call when it was convenient for him and we'd get him an appointment. It was *** who waited 6 months to get back into contact with us. Then when he did contact us 6 months later, he did not want to schedule anything - instead he just wanted to demand monetary compensation for something that he put off scheduling. Our company is a family business, when the owner spoke with *** it was after he had reviewed all voicemails, emails, and google reviews. Any opinion he formed was a direct result of ***'s actions and words over the last several months. We have offered time and time again to honor his three remaining treatments (which means no cancellation fee was added) but *** only wants monetary compensation on an already heavily discounted service. We cannot force a customer to call and reschedule their appointment, we can only offer to honor those appointments when they do decide to call us back.