Metro Guard Termite & Pest Control

We are willing to provide this customer a partial refund This decision is based on Ms [redacted] 's desire to stop service I have spoken with the technicians involved and they state that they absolutely did not promise that all rodents will die outside Many times they do die outside but to promise that any and all rodents will always die outside is something they tell me was not said As the complaint states, we originally serviced the home on 5/and it wasn't until the complaint date that the homeowner states they "now have a smell" We had done full services by that time plus one follow up service Those services include more than just rodent control We propose to give the homeowner a full refund of all monies paid less $for services already rendered This home was a foreclosure and many times it takes several services to get all pests under control Also, given that their home is located near warehouse type buildings, rodents may be an ongoing issue We do provide snap trap type products but they are not always as effective with large populations and many homeowners don't want to deal with removing the dead rodent or paying the service call fee for us to come remove it Our manager, [redacted] ***, spoke with the homeowner on 8/and offered snap traps as an alternative The customer declined this solution and requested a refund Let us know if this is acceptable and we will provide the refund promptly

We are very sorry for the confusion that occurred on Saturday As stated in the complaint, we had Ms [redacted] on the route Saturday as an "extra" in the event that we had a cancellation or some time open up Our computer software does not have a time slot for "Extra" so Doug placed her on the route at 3pm (our last stop is 2pm) When Ms [redacted] called on Saturday morning our office stated that we had her set for 3pm but failed to state that she was still an "extra" and not guaranteed a visit Our technician had a full day and was not able to make the extra appointment We offered a time on our very next work day (Monday) I understand Ms [redacted] 's frustration We offer extra/cancellation slots because we are trying our best to accommodate our customers and go the extra step In this case it did not turn out as we had hoped

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10786155, and find that this resolution is satisfactory to me However, I would like to state that we have tried a number of times to get a hold of the manager there, only to be told she would call us back the next day We never received a call back from her on any of our calls, and only managed to speak with her the one time because she happened to be in the office at that time She said she would contact the District Manager and get back with us and we never received a call back from her on that as well

We are very sorry for the confusion that occurred on Saturday.  As stated in the complaint, we had Ms. [redacted] on the route Saturday as an "extra" in the event that we had a cancellation or some time open up.  Our computer software does not have a time slot for "Extra" so Doug placed her...

on the route at 3pm (our last stop is 2pm).  When Ms. [redacted] called on Saturday morning our office stated that we had her set for 3pm but failed to state that she was still an "extra" and not guaranteed a visit.  Our technician had a full day and was not able to make the extra appointment.  We offered a time on our very next work day (Monday).   I understand Ms. [redacted]'s frustration.  We offer extra/cancellation slots because we are trying our best to accommodate our customers and go the extra step.  In this case it did not turn out as we had hoped.

I agree to Ms. [redacted]'s offer to settle.  I think it's important to note that I'm not disputing what the Ms. [redacted] says she was told.  I was only stating that I spoke with the technician involved and he stated that he did not tell her in absolute terms that the rodents always die outside.  I also think it's important to note that when Ms. [redacted] spoke with our manager she was offered the option of replacing the bait system with snap traps but she declined.  She was covered by a warranty on our services that states we will return as needed if covered pests return.  We were called on 6/10 for a warranty service and that was the only call we received.  If Ms. [redacted] was still having a problem with bugs - she did not let us know until this complaint.  Calling us all liars does not sit well with me.  We did everything we were contracted to do and we offered solutions to solve each of Ms. [redacted]'s complaints.  I understand that she is upset about the rodent dying inside her home and I apologize that we did not explain well enough that it could happen.  That is the only shortcoming I find.  We will refund her credit card this week.

We are willing to provide this customer a partial refund.  This decision is based on Ms. [redacted]'s desire to stop service.  I have spoken with the technicians involved and they state that they absolutely did not promise that all rodents will die outside.  Many times they do...

die outside but to promise that any and all rodents will always die outside is something they tell me was not said.  As the complaint states, we originally serviced the home on 5/21 and it wasn't until the complaint date that the homeowner states they "now have a smell".  We had done 2 full services by that time plus one follow up service.  Those services include more than just rodent control.  We propose to give the homeowner a full refund of all monies paid less $150.00 for services already rendered.  This home was a foreclosure and many times it takes several services to get all pests under control.  Also, given that their home is located near warehouse type buildings, rodents may be an ongoing issue.  We do provide snap trap type products but they are not always as effective with large populations and many homeowners don't want to deal with removing the dead rodent or paying the service call fee for us to come remove it.  Our manager, [redacted], spoke with the homeowner on 8/26 and offered snap traps as an alternative.  The customer declined this solution and requested a refund.  Let us know if this is acceptable and we will provide the refund promptly.

We definitely were told, by the original technician that came, that the rats would leave our house and head towards water, which is why we allowed the poison in the first place.  We also were told that the summer is too hot for the rats to enter our attic, which was also a lie.  We were told that they put down some stuff that was like a "magic line" that would kill the bugs that tried to enter the house, yet we have found a number of live bugs inside even after 3 treatments.  The first technician said it could take up to 30 days for all the bugs to die, so this has been much longer than he said it would take.  This company has lied about a number of things and are now lying about their lies.  We are charged $43.28 per month for this service.  So we will allow this company to keep $86.56 for 2 months services rendered, but they need to stop charging our credit card or we will have to dispute those charges as well.

I understand Ms. [redacted]'s frustration and I'm sorry our response time to her refund request was slow.  A refund check was mailed on 6/16/17.  Ms. [redacted] brought the need for a refund to me directly upon my return from our daughter's graduation.  I apologize for any delay due to my...

absence but a refund was given immediately upon my return and the check has cleared our bank.  Please ask Ms. [redacted] if she would be willing to remove this complaint based on the circumstances and her receipt of the refund.  This complaint was just now brought to us by the Revdex.com on 7/25/17.  Thank you.