Modern Exterminating & Termite Control

May 18, 2015
To Whom It May Concern:
Modern Exterminating and Termite Control has been in business since 1947 and works very hard at maintaining a good relationship with all of its customers. Although we know it is impossible to make every customer happy, we always take the time...

to look into any complaint that may come our way.I’m sorry that [redacted] does not feel that Modern Exterminating did a satisfactory job for him, but after talking with the two techs that were involved; we do believe that his accusations are unwarranted and misguided. Our reasons are listed below.
1. [redacted] does not know our protocol for doing termite treatments, or why we would put two men on a truck, even if there was only enough work for one man. (Safety is one reason and the law is the other).
2. The owner has based the price of the job on what he believes, and not on the facts. He has assumed that because there were two men on the property that the job should have, or could have been done quicker therefore allowing him to return to work earlier and that is not true. Our price is determined by the liner feet of the house, which will calculate how much chemical and the approximate time it will take. This is not an exact Science, but does give an approximate of time. I also feel that if they had only spent an hour on a $1,144.00 that his next complaint would have been that it was done to quick.
3. After talking with Ray, who [redacted] gave praise to and committed to saying that he did the whole job himself was refuted by Ray who said Scott did exactly what he was supposed to do. Each tech is assigned a certain responsibility, and there are often times where one has to wait on the other to finish their job to follow up behind them.
4. Each man does have a habit of smoking, but never smoked around the customer’s house. They only had a cigarette near the truck which was Some 20–30 feet away from the house. They also took the time to make sure no cigarettes where left around and put them in the trash.
5. The customer decided that it would be good for him to call our office and let us know his concern, by cursing out one of our office employees using all sorts of explicit language.
It is of our determination that Modern provided the customer with satisfactory work, that all work was done in a professional manner, and we do not believe this customer should receive any compensation.Sincerely,
David E
Office Manager

I was due for my quarterly service and was too tight on money so I asked them to hold off and I would call them to schedule shortly. During that time I was waiting for my $$ to get better (start of holiday season) I got a bill for services not performed and the service provider would call me about every other day while I was sleeping (I work 3rd shift and he knew that) so I texted him back and told him to please stop calling me, I will call you when I am ready. When I called to get my appointment scheduled I was told that my contact was cancelled because of what I asked them to do, I asked them to wait. I was only told that due to what I texted the provider, they felt I no longer wanted services. No one once called me to make sure I still wanted service, no one informed me my contact would be cancelled if I didn't schedule service by XYZ day, they just took it upon themselves to cancel.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Thank you for allowing me the opportunity to reject the response from Modern Exterminating as their explanation in the letter vs. what I was initially told by my sales representative, Dominic P[redacted], are in conflict with each other.   
When Mr. P[redacted] was working on my estimate for the project, he did inform me the job was a two person job and that the price I paid was reflective on two men completing the work.  This way I would have the project completed efficiently and to my satisfaction.  One of the men sent would be the individual digging the holes around my home and the other would be right behind him inserting the product.  I was told that this was how the work was to be completed as to ensure that the team completes the project in quick manner.  
However, on the day of the project, I did not receive what was promised to me and instead had two men sent over to my home yet only one of the employees actually completed all of the work and employee number 2, Scott, decided to sit in their work truck the entire time and smoke cigarettes which can be seen in photo 1 which is attached to my response.  Photo 2 represents just some of the ashes left on my property when Scott had left on my driveway and in my front yard much closer to my home than the 20-30 feet that Mr. E[redacted] is claiming in his response.  My dissatisfaction primarily lies in the fact that while I was paying for two men according to my sales rep, only one was doing the work.  Add to the fact that I had to leave my job to make sure I was at my home to meet the workers and make sure they were doing the job and that the job could have gone by much quicker had both men been doing work as opposed to one, and you can see my frustration as a customer.  
Mr. E[redacted] is correct that I did call in to the office, upon my sales representative's urging, to find out what exactly was going on and at no time did the owner or anyone else apologize for the terrible service I was receiving.  I will also disagree with Mr. E[redacted]'s assertion that I cursed on the phone.  I don't conduct myself like that.  Had Mr. E[redacted] responded to me directly at my request instead of waiting for me to file a complaint again Modern Exterminating, I'm sure he and I could have come to a reasonable understanding and agreement as to a price adjustment.  
Should Mr. E[redacted] wish to contact me directly, he is welcome to do so to discuss a settlement arrangement.  
Regards,
[redacted]