Modern Flooring

We appreciate the response from this customer and have tried our best to remedy his complaint. Despite him still not being satisfied, even though we have provided a refund, plus a discounted rate for ants and gophers, recommended bi­monthly services, and re­sprayed the ants for no additional charge, we would like to offer him a free ant spray or goodwill service or even a further refund to remedy the situation until he is fully happy with our services.As a recap of our services, our owner took the initial call on 04/23/2015, and the customer requested a general spray for ants, and also mentioned he had gopher holes that he wanted treated. Our prices for gophers are usually $275 (includes 2­3 visits), while the ant spray would have been $155, resulting in $430 total. However, since Mr. [redacted] was having both the ant and gopher treatment done, [redacted] gave Mr. [redacted] a discounted rate of $375, which was agreed upon on the phone.The next day, on 04/24/2015 one of our technicians went out and treated for both ants and gophers (note we do not spray for gophers we put pellets in the holes, which our technician did). We do not spray for gophers like the customer mentioned in his complaint. Also, our technician recommended Mr. [redacted] to have bi­monthly ant services for $70 (every other month) since he had a severe ant problem. Mr. [redacted] paid $375 on 04/24/2015, the same day of service, and both services were completed.We set up two follow­up appointments as part of the agreement, and never was Mr. [redacted] unhappy with our services, however, he mentioned that the ants were still at his home, therefore, we re­sprayed for ants during our second follow­up visit for no additional cost. Follow­up appointments were set on 05/01/2015 for both ants and gophers, while on 05/08/2015 we treated for gophers. The customer did call each time and we confirmed with him each time our services.The customer was dissatisfied weeks later on 05/17/2015 and 05/18/2015 since the ants reappeared, he claimed to never have order the gopher service, as well as made complaints on both Revdex.com and Yelp. Due to this, the owner gave him a refund in order to remedy the situation. As mentioned above, we recommended bi­monthly services since Mr. [redacted] had a severe ant invasion. Although the ants returning at a much later date is outside of our control, we still wanted to make the customer happy, so we gave him a refund.We have continually tried to please this customer plus remedy the situation and will continue to by offering him a free service or further refund.Thanks so much.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It took them over 1 year
to offer any kind of response to my complaint with Revdex.com. This mirrors their
response time in addressing their customer's problem. I disagree with their
response for the following reasons:
1. In my initial call I
was quoted pricing for only the Ant Spray to control the ant problem. I did
order the ant spray service. I did not order the Gopher Service because I was
not given the cost to treat over the phone. They were going to give a quote
at the site inspection
visit. When the Technician came to the door he said he had already treated for the
Gopher problem without quoting me any price. Since the treatment was already
done, I did not want to withhold the payment. It is just that I had no way to
compare their pricing with the competition. I only paid for the Gopher
treatment because they had already treated for Gophers and in my good
conscience, I did not feel it would be right for me not to pay.
2.  Since this was over 1 year ago, to the best
of my recollection they came back  1 or 2
more times after the Initial Ant Spray. However, the Ants kept coming back
within 2-3 days of each treatment. When I called them to return a third time,  I was told by a lady that they would send
someone to spray. I stayed home at the agreed upon day, but no one showed up.
So I called again and a man answered the call so I asked for the same lady but
she refused to answer my call. The man said they will send somebody and again I
waited and no one showed. I was frustrated when the ants kept coming back after
their treatments and they kept promising to return and not showing up. After
the second appointment was not kept, I realized they did not intend to keep any
more appointments and I decided to file a complaint.
I would not trust these
people.
Regards,
[redacted]