Mosquito Squad Of Northern Virginia

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Mike actually came out to my house on a Saturday to personally address my complaint and offered more extensive spraying at no additional cost to me as well as next season for free I am very pleased with the results as well as his professional and genuine attention to my issues Thanks to him, I was able to enjoy an evening in my backyard without being attacked by bugs Thanks Mike!!! Regards, [redacted]

From: MosquitoSquad Date: Thu, May 26, at 10:PMSubject: Fwd: Automatic reply: [Marketing]Tomorrow your backyard will be a better placeTo: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] ,Per our conversation I am attaching a copy of the service agreement that is sent to customers along with a receipt each time they pay for their annual serviceThe agreement outlines the basic terms of the service as well as our guaranteeI would also like to point out that when I spoke with [redacted] after the season was over and he had demanded a refund of the full year and had received all of his treatments already, I reiterated to him that the satisfaction guarantee clearly requires that he call us within days of the resprayIf after the respray he was still not satisfied, then the previous spray would have been refunded along with any remaining treatments that hadn't been performedIt does not say you can go an entire season, receive all of the service, and expect a refund for every spray that year after the season is overThat would be most unreasonable and tantamount to theft of serviceIt is neither the intent of the guarantee, nor the plain meaning of the words, to allow customers to receive service all year without having to pay for it[redacted] was clearly aware of our satisfaction guarantee because as we have demonstrated he knew well and utilized the option to request free resprays, but never did he even suggest that he had any desire to cancel his serviceHe continued the service for three years until after the third year spraying season ended and he was denied a full year's refund a month after the season was overWe made every effort to accommodate [redacted] throughout the several years he was a customer, including providing him a schedule of spray dates in advance and arranging specific times for treatments that would allow him to be there, when that is not at all what we promise to do as part of the barrier spray programOn demand service is not what [redacted] paid for, we charge $per one time event sprays that allow customers to specify a date and time for a treatment rather than being part of a route and treated at our convenience, and yet we provided this type of extreme customer service in an effort to satisfy a customer's requests We often received messages like the one forwarded here that were automatic replies to our email notifications of the service scheduled for the following day saying that he was out of town, but then we would go back at his request and do an additional service when he returned home at no chargeWe place a high value on providing the best customer service in the industryIt's clear that we went above and beyond to indulge [redacted] 's every demand, until we felt that it finally reached a point that was not only unjustifiable, but entirely absurdPlease let me know if you need anything furtherI respectfully request that you reach the same conclusion in regards to this matterKind Regards,Beth---------- Forwarded message ----------From: [redacted] < [redacted] @ [redacted] .com>Date: Mon, Apr 14, at 11:AMSubject: Automatic reply: [Marketing]Tomorrow your backyard will be a better placeTo: Mosquito Squad Thank you for writingI am currently out of the office on business travel 4/14-4/and on vacation 4/17-4/I will return on Tuesday April 22ndYour message is important to me and I will respond as soon as I returnIf you have an urgent matter, you can reach me at [redacted] Thank you

Dear [redacted] , I apologize if my directness seemed rude, as it was not my intent to be offensive but rather to explain our guaranteeHad you cancelled within days of your first treatment, we would have refunded the entire amount you paidHowever, since you accepted service over a period of several months the refund has been prorated to reflect that My desire would have been for you to bring the issues you were having to our attention right away so that we could have done something to make it rightHowever, I trust that you are now satisfied with your refund All the best, Mosquito Squad

[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:1. I am shocked by the response and reference to blackmail. I have not spoken to Ms. Beth F [redacted] as she references. Most if not all of what she indicates in the letter is not true. Paragraph 4 indicates that Ms. F [redacted] called me back the same afternoon and explained to me how the guarantee worked and she thought the issue was resolved. She also indicates that she told me that Mike was out of town and had open heart surgery. While I am sorry to hear that, the first I am aware of it was in the letter she wrote you. She did not call me. Perhaps she is confusing my situation with another customer. The principal reason I filed the complaint was because no one called me back. I have records of when I called (date and time). Can Ms. F [redacted] indicate the exact date and time she spoke with me?2. When I spoke with Tyler, several times, it was to request a call back from the owner because of my dissatisfaction. On my last call I indicated that I will file a complaint with BBB if I don't get a call back and will request a refund since their service did not work. During my previous calls, I did not indicate to him I will request a refund. He indicated that the owner was out of town and will try to get someone to call me back.3. Contrary to her message, the last spray of 2015 was not the only time I called to complain. I called several times during the year (Year 3) to indicate that they sprayed on a day that it rained a lot and wanted a re-spray. My dissatisfaction started in 2014 (Year 2) and I have those documented in an email that Mike N [redacted] responded to. Because of the very poor service during 2014 I did ask for a schedule for when the spray will take place and what time they will be at my residence so I can be there. At no time did I ask them to arrive at a time convenient to me. 4. I am interested to see the "many" emails referenced by where I was thanking them for their service. During 2014 (Year 2 of service) when their product was not working at all, I did have an exchange with Mike N***, referenced in item 3 above, and I did say thank you and I appreciated his response because he seemed to genuinely want to address my concern and provided me the schedule for when they will show up? That is part of the reason I agreed to continue in Year 3 and I can furnish all the email exchanges. Is Ms. F [redacted] referencing that as the "many" thank you's?5. I did not ask for a schedule and to accommodate me in 2015 (Year 3).6. Paragraph 2 is not true. When I was present at the last spray in October, it was only 1 (one) technician. I watched him and then we talked for about 5 minutes when he was back in his truck. I don't think that Ms. F [redacted] can assert there were 2 technicians since I was the one that was at my property and not her.7. Also, contrary to what she indicated in paragraph 2, the technicians in Year 1 did spray inside the boundary and the grass as well. At times when I happened to be home, I saw that. Again, Ms. F [redacted] cannot contradict me since she was never physically at my property.Lastly, I am very disappointed at the language Ms. F [redacted] uses in her letter and the insinuations she makes about my motive to legitimately resolve what has been a poor experience for me as a customer. Using terms like "bully" and "blackmail". It is unprofessional and I think it is important for this to be visible to consumers. Regards, [redacted]

[redacted] The Revdex.com Dear [redacted] , Thank you for allowing us the opportunity to respond to this complaint [redacted] was a customer for three yearsAs he said, he enjoyed the service so much that he recommended it to family and friends During all years of service we received many emails from [redacted] where he thanks us for our service, our fast response, etcwas the third year, at the end of the season, after all treatments were finished, [redacted] called and said he had not been satisfied and demanded that he receive all of his money backThe guarantee on our website is not designed to be a tool for customers to blackmail the company into refunding an entire year of treatments after they have already been received The issues described by [redacted] about one technician only spraying for five minutes and on three sides would be entirely accurate We do send crews of two technicians; one sprays the back, while the other sprays the frontIf a customer is watching one technician in the backyard he can’t possibly be watching the one in the front yard at the same timeThe treatments would only take about five minutes as our registered technicians know how to apply the treatment, they know where to apply it, and a treatment for a property size of one half acre or less takes only about 10-minutes The technicians do walk fast, as going too slowly would cause the product to be applied too heavily and run off the foliage, rather than drying on it, which would make it less effective, so it’s important that the application be done at the right speedFurthermore, we do treat the boundaries of the property, we do not treat inside the boundaries, and we do not treat the grass [redacted] knows this from having the service for three years As for the phone calls made by [redacted] , he did call the office and spoke with Tyler, Operations Manager, and the purpose of his call was to demand a full refund for the year for which he had just received his last treatmentTyler explained to [redacted] that we do have a satisfaction guarantee, but the guarantee state that we will come back within 24-hours to do a respray if requested, and if for any reason a customer is still not satisfied we would refund the pro-rated unused portion of serviceNowhere does our guarantee state that a customer can receive an entire year’s worth of service, and then ask for a full refundWhen Tyler explained this to [redacted] he began to threaten that if he didn’t receive all of his money back for services that were delivered as promised, he would file a complaint with the RevDex.comWe have provided exceptional service to [redacted] and have many emails from him to that effect, wherein he thanks us again and againDuring we had more than 22” of rain from May – June, every time [redacted] requested a respray we were there within hours, which we guarantee, there is no question that we upheld our commitment [redacted] did not ask to speak with someone else because Tyler could not help him; it was simply because Tyler was not able to accommodate [redacted] ’s unreasonable demands Tyler told [redacted] he would have an owner give him a callI called him the same afternoon and again explained how our guarantee works (which he has been provided a written copy of each of three years he has had our service) and I was under the impression that the matter was resolvedI happened to mention that Mike was out of town having open heart surgeryNo one promised that Mike would call this customer What [redacted] desires is to have the money he paid be refunded in full, when he waited until he had received all treatments before making the requestThe guarantee has never been intended as a way for a customer to receive a year’s worth of service for free [redacted] even mentions that after “the last spray” he called to say he wasn’t satisfied after allIt would appear that [redacted] decided that a complaint with the Revdex.com would be his best option for getting a refund that he is not entitled to, for an entire year’s worth of service that was provided on time, effectively, and at his convenience (in many emails [redacted] requests that we come at specific times, and we accommodated him each time, despite the fact that this is not an on-demand serviceWe went above and beyond a reasonable level of customer service to accommodate [redacted] [redacted] seems to be attempting to use this agency to bully a business into giving a refund after he has received what he paid for and never asked for a refund until he had been provided with the entireity of the serviceIf he truly believes it didn’t work, why would he not call in earlier months when mosquitoes are a bigger problem than in the fall, and cancel his service and receive a prorated refund then? Perhaps because contrary to [redacted] s claims at the end of the spraying season, the treatments did work and he wanted to wait until he had received them all before making the allegation that he wasn’t satisfied [redacted] ’s complaint should not be substantiated, Mosquito Squad did provide everything [redacted] paid for, and every promise was fulfilled by the company Thank you in advance for your considerationI respectfully request that you find in favor of Mosquito Squad, as the facts make it clear that [redacted] ’s complaint is frivolous and less than truthfulBeth F [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. The complaint may be withdrawn as the business provided me proof that no amount was owed and cited their error. Regards, [redacted]

[redacted] is being dishonest in his complaintHe is making the complaint because we have initiated collection efforts for his past due accountOur service is an automatically renewing subscription which is explained to every customer when they sign up, both verbally and in writingWe do send emails with special promotions throughout the year (for example, we do a "black Friday" promotion from the day after Thanksgiving until 12/offering customers 20% off if they pay for the following year in advance), so whether or not [redacted] responded to an email promotion is irrelevant, it simply means he did not choose to take advantage of a promotional discount, it does not mean he canceled serviceA large percentage of customers do not accept promotional discounts but still pay their billsWe send a letter via U.Smail with an invoice in February of each year, an email reminding customers that their spraying is scheduled to resume soon, and an email the day before each treatment reminding customers that we are coming the following day ( [redacted] never responded to a single one of those emails)In addition to all of that we also leave a work order on the front door at each treatment, and [redacted] never contacted us after receiving notification that any treatment was performedIn fact, we have received only two calls from [redacted] , the first was to update his credit card information and billing address ( [redacted] 's service address last year was [redacted] ***, Woodbridge, VA ***, had he not contacted us to update his address we would not know to treat the new address this year), the second call he made to our company was on June 2, which was when [redacted] finally called to cancel his service, after receiving a past due notice warning that collection efforts would begin soonAt that point his invoice was revised to reflect only the treatments he received in and collection efforts have recently begunThis is why [redacted] has filed a complaint, perhaps he believes that by filing a complaint he will not be responsible for paying for service he knew he was knowingly receiving and willingly acceptedAttached are transcripts from our answering service with [redacted] 's messagesThe message on June in which [redacted] says he is "receiving an invoice for a past due balance for service he did not renew" was in response to a past due invoice he had just received in the mailAlthough our service agreement states that service automatically renews each year unless canceled in writing, we do accept phone call cancellations which is why we revised [redacted] 's invoice to reflect only the service he received up until June 2, When that revised invoice was sent [redacted] responded with a complaint to the Revdex.comWe have not received a certified letter from [redacted] , nor does he mention this in his message when he called the answering serviceIt would make sense that had he indeed canceled via certified letter he would mention this in his message, but he did notBelow is the verbiage that each customer receives along with their receipt when they initially sign up for our serviceWhen a customer initially signs up for service it must be paid in advance, however, for each year after the first year we bill for service, which is how [redacted] was able to receive treatments for months without payingWe continue to treat as a courtesy to our customers because we have thousands of customers and a very, very low percentage of customers that do not eventually pay for their serviceOur outstanding AR is only about % by this point each yearThe service agreement provided to customers when they sign up clearly explains that service automatically continues each year until canceled, therefore [redacted] is responsible for paying for service he received until WE canceled his service after receiving his call June 2, for non-paymentIt appears that he was happy to accept treatments until it became clear to him that we would pursue payment of his account.We are a company of integrity, we believe that [redacted] 's complaint is an abuse of the Revdex.comWe have provided exceptional service to [redacted] and our only "wrong doing" according to even [redacted] is that we are billing him for service we provided and he knowingly and willingly accepted until collection efforts intensified Mosquito Squad of Northern Virginia thanks you for your businessYou have requested outdoor pest control service, which consists of a subscription for our barrier spray program that renews annually unless and until cancellation is requested in writingInvoices will be mailed in February of each year and payment is due in advanceTreatment includes automatically scheduled barrier sprays every days from April through October, and treatments may be requested as needed November through March of each yearWe guarantee your satisfaction and are happy to provide complimentary re-sprays if necessaryPlease allow 24-hours for additional requested sprays

The business' response is full of inaccuraciesBottom line, their refund to me was processed on July 21, My card was originally charged on 3/25/It has taken months to receive this credit when both parties agreed to a refundThey deny the
chemical kills certain trees so I urge this company to talk with their own service technicians and what they are telling your customers.
Thanks to Revdex.com for supporting consumersI am convinced this company would never have given me my money back had you not intervenedThanks a lot! Still agree with my original statement that this company is poorly managedAlso, when all else fails, find a scapegoat and blame another employeeSo predictable.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,It was a pleasure meeting with you and your husband last weekendI hope the additional treatment worked to knock down the mosquitoes to your satisfactionPlease let me know how things are going and if there is anything else we need to address.With warm
regards,Mike N***

Dear *** ***,I haven't replied to the complaint because I've spoken with *** *** and he indicated that he was going to withdraw the complaintI didn't realize I had to respond in that case. Please let me know if I still need to do somethingI'm not sure if he was going to wait
until you contacted him again.Thank you,Beth F*

The business' response is full of inaccuraciesBottom line, their refund to me was processed on July 21, My card was originally charged on 3/25/It has taken months to receive this credit when both parties agreed to a refundThey deny the
chemical kills certain trees so I urge this company to talk with their own service technicians and what they are telling your customers. Thanks to Revdex.com for supporting consumersI am convinced this company would never have given me my money back had you not intervenedThanks a lot! Still agree with my original statement that this company is poorly managedAlso, when all else fails, find a scapegoat and blame another employeeSo predictable.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Business Requested Response to Not be Published

Dear [redacted],As promised, we have processed a refund for the unused portion of your original paymentMosquito Squad has never offered a
id="messageViewControl_bodyLabel" "">"100% satisfaction guarantee or if you call within days you get a full refund" as you stated in your correspondenceNeither our website nor any printed materials offer a full refundObviously dishonest people could sign up and receive three or four treatments and then say they want "a full refund." No company can or will give repeated service for free and remain in business very longOur 100% satisfaction guarantee means that we will address any issues a customer has and work with them to ensure their satisfaction with our product or else we will refund the unused portion of their contracted priceOur guarantee was explained to you when you signed up in June and it was reiterated in writing when a Receipt for Service was emailed to you stating the following: "We guarantee your satisfaction and are happy to provide complimentary re-­sprays if necessary." I have attached a copy of this for your convenienceAs you have acknowledged in your correspondence, it was further explained to you on the phone that you would be receiving a pro-rated refundThere is no record that you contacted our office to say it wasn't working and no good faith opportunity was afforded us to find a solution to the problems you now claim to have been havingFurther, you were never promised a full refund after utilizing and receiving service for several months.Per your request your contract with Mosquito Squad was terminated on Friday August 8, and a refund was processed for the balance of your original paymentDepending on your bank, you can expect to see a reflection of that credit within the next weekWe consider this matter to be closedSincerely,Mosquito Squad

[redacted] is being dishonest in his complaint. He is making the complaint because we have initiated collection efforts for his past due account. Our service is an automatically renewing subscription which is explained to every customer when they sign up, both verbally and in writing. We do send...

emails with special promotions throughout the year (for example, we do a "black Friday" promotion from the day after Thanksgiving until 12/31 offering customers 20% off if they pay for the following year in advance), so whether or not [redacted] responded to an email promotion is irrelevant, it simply means he did not choose to take advantage of a promotional discount, it does not mean he canceled service. A large percentage of customers do not accept promotional discounts but still pay their bills. We send a letter via U.S. mail with an invoice in February of each year, an email reminding customers that their spraying is scheduled to resume soon, and an email the day before each treatment reminding customers that we are coming the following day ([redacted] never responded to a single one of those emails). In addition to all of that we also leave a work order on the front door at each treatment, and [redacted] never contacted us after receiving notification that any treatment was performed. In fact, we have received only two calls from [redacted], the first was to update his credit card information and billing address ([redacted]'s service address last year was [redacted], Woodbridge, VA [redacted], had he not contacted us to update his address we would not know to treat the new address this year), the second call he made to our company was on June 2, 2015 which was when [redacted] finally called to cancel his service, after receiving a past due notice warning that collection efforts would begin soon. At that point his invoice was revised to reflect only the treatments he received in 2015 and collection efforts have recently begun. This is why [redacted] has filed a complaint, perhaps he believes that by filing a complaint he will not be responsible for paying for service he knew he was knowingly receiving and willingly accepted. Attached are transcripts from our answering service with [redacted]'s messages. The message on June 2 in which [redacted] says he is "receiving an invoice for a past due balance for service he did not renew" was in response to a past due invoice he had just received in the mail. Although our service agreement states that service automatically renews each year unless canceled in writing, we do accept phone call cancellations which is why we revised [redacted]'s invoice to reflect only the service he received up until June 2, 2015. When that revised invoice was sent [redacted] responded with a complaint to the Revdex.com. We have not received a certified letter from [redacted], nor does he mention this in his message when he called the answering service. It would make sense that had he indeed canceled via certified letter he would mention this in his message, but he did not. Below is the verbiage that each customer receives along with their receipt when they initially sign up for our service. When a customer initially signs up for service it must be paid in advance, however, for each year after the first year we bill for service, which is how [redacted] was able to receive treatments for months without paying. We continue to treat as a courtesy to our customers because we have thousands of customers and a very, very low percentage of customers that do not eventually pay for their service. Our outstanding AR is only about 1 % by this point each year. The service agreement provided to customers when they sign up clearly explains that service automatically continues each year until canceled, therefore [redacted] is responsible for paying for service he received until WE canceled his service after receiving his call June 2, 2015 for non-payment. It appears that he was happy to accept treatments until it became clear to him that we would pursue payment of his account.We are a company of integrity, we believe that [redacted]'s complaint is an abuse of the Revdex.com. We have provided exceptional service to [redacted] and our only "wrong doing" according to even [redacted] is that we are billing him for service we provided and he knowingly and willingly accepted until collection efforts intensified.








Mosquito Squad of Northern Virginia thanks you for your business. You have requested outdoor
pest control service, which consists of a subscription for our barrier spray program that renews
annually unless and until cancellation is requested in writing. Invoices will be mailed in February
of each year and payment is due in advance. Treatment includes automatically scheduled barrier
sprays every 21 days from April through October, and treatments may be requested as needed
November through March of each year. We guarantee your satisfaction and are happy to
provide complimentary re-sprays if necessary. Please allow 24-72 hours for additional requested
sprays.

[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:1. I am shocked by the response and reference to blackmail. I have not spoken to Ms. Beth F[redacted] as she references. Most if not all of what she indicates in the letter is not true. Paragraph 4 indicates that Ms. F[redacted] called me back the same afternoon and explained to me how the guarantee worked and she thought the issue was resolved. She also indicates that she told me that Mike was out of town and had open heart surgery. While I am sorry to hear that, the first I am aware of it was in the letter she wrote you. She did not call me. Perhaps she is confusing my situation with another customer. The principal reason I filed the complaint was because no one called me back. I have records of when I called (date and time). Can Ms. F[redacted] indicate the exact date and time she spoke with me?2. When I spoke with Tyler, several times, it was to request a call back from the owner because of my dissatisfaction. On my last call I indicated that I will file a complaint with Revdex.com if I don't get a call back and will request a refund since their service did not work. During my previous calls, I did not indicate to him I will request a refund. He indicated that the owner was out of town and will try to get someone to call me back.3. Contrary to her message, the last spray of 2015 was not the only time I called to complain. I called several times during the year (Year 3) to indicate that they sprayed on a day that it rained a lot and wanted a re-spray. My dissatisfaction started in 2014 (Year 2) and I have those documented in an email that Mike N[redacted] responded to. Because of the very poor service during 2014 I did ask for a schedule for when the spray will take place and what time they will be at my residence so I can be there. At no time did I ask them to arrive at a time convenient to me. 4. I am interested to see the "many" emails referenced by where I was thanking them for their service. During 2014 (Year 2 of service) when their product was not working at all, I did have an exchange with Mike N[redacted], referenced in item 3 above, and I did say thank you and I appreciated his response because he seemed to genuinely want to address my concern and provided me the schedule for when they will show up? That is part of the reason I agreed to continue in Year 3 and I can furnish all the email exchanges. Is Ms. F[redacted] referencing that as the "many" thank you's?5. I did not ask for a schedule and to accommodate me in 2015 (Year 3).6. Paragraph 2 is not true. When I was present at the last spray in October, it was only 1 (one) technician. I watched him and then we talked for about 5 minutes when he was back in his truck. I don't think that Ms. F[redacted] can assert there were 2 technicians since I was the one that was at my property and not her.7. Also, contrary to what she indicated in paragraph 2, the technicians in Year 1 did spray inside the boundary and the grass as well. At times when I happened to be home, I saw that. Again, Ms. F[redacted] cannot contradict me since she was never physically at my property.Lastly, I am very disappointed at the language Ms. F[redacted] uses in her letter and the insinuations she makes about my motive to legitimately resolve what has been a poor experience for me as a customer. Using terms like "bully" and "blackmail". It is unprofessional and I think it is important for this to be visible to consumers.   
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The complaint may be withdrawn as the business provided me proof that no amount was owed and cited their error. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Mike actually came out to my house on a Saturday to personally address my complaint and offered more extensive spraying at no additional cost to me as well as next season for free.  I am very pleased with the results as well as his professional and genuine attention to my issues.  Thanks to him, I was able to enjoy an evening in my backyard without being attacked by bugs.  Thanks Mike!!!
Regards,
[redacted]

From: MosquitoSquad . <[email protected]>Date: Thu, May 26, 2016 at 10:12 PMSubject: Fwd: Automatic reply: [Marketing]Tomorrow your backyard will be a better placeTo: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],Per our conversation I am attaching a copy of the service agreement that is sent to customers along with a receipt each time they pay for their annual service. The agreement outlines the basic terms of the service as well as our guarantee. I would also like to point out that when I spoke with [redacted] after the season was over and he had demanded a refund of the full year and had received all of his treatments already, I reiterated to him that the satisfaction guarantee clearly requires that he call us within 21 days of the respray. If after the respray he was still not satisfied, then the previous spray would have been refunded along with any remaining treatments that hadn't been performed. It does not say you can go an entire season, receive all of the service, and expect a refund for every spray that year after the season is over. That would be most unreasonable and tantamount to theft of service. It is neither the intent of the guarantee, nor the plain meaning of the words, to allow customers to receive service all year without having to pay for it.[redacted] was clearly aware of our satisfaction guarantee because as we have demonstrated he knew well and utilized the option to request free resprays, but never did he even suggest that he had any desire to cancel his service. He continued the service for three years until after the third year spraying season ended and he was denied a full year's refund a month after the season was over. We made every effort to accommodate [redacted] throughout the several years he was a customer, including providing him a schedule of spray dates in advance and arranging specific times for treatments that would allow him to be there, when that is not at all what we promise to do as part of the barrier spray program. On demand service is not what [redacted] paid for, we charge $250 per one time event sprays that allow customers to specify a date and time for a treatment rather than being part of a route and treated at our convenience, and yet we provided this type of extreme customer service in an effort to satisfy a customer's requests.  We often received messages like the one forwarded here that were automatic replies to our email notifications of the service scheduled for the following day saying that he was out of town, but then we would go back at his request and do an additional service when he returned home at no charge. We place a high value on providing the best customer service in the industry. It's clear that we went above and beyond to indulge [redacted]'s every demand, until we felt that it finally reached a point that was not only unjustifiable, but entirely absurd. Please let me know if you need anything further. I respectfully request that you reach the same conclusion in regards to this matter. Kind Regards,Beth---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Apr 14, 2014 at 11:51 AMSubject: Automatic reply: [Marketing]Tomorrow your backyard will be a better placeTo: Mosquito Squad <mosquitosquad@[redacted].com>Thank you for writing. I am currently out of the office on business travel 4/14-4/16 and on vacation 4/17-4/21. I will return on Tuesday April 22nd. Your message is important to me and I will respond as soon as I return. If you have an urgent matter, you can reach me at [redacted]. Thank you.

[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]
As I appreciate the business's quick response and pro-rated refund I do not agree with it and believe their response to be rude. 
I am rejecting this response because:
The busienss response stated they never put the 100% satisfaction guarantee, refund statement online and I do not agree, it clearly states this guarantee on http://www.mosquitosquad.com/our-guarantee/.  I must have misunderstood the "refund of 100% of your barrier spray payment" statement for that I apologize but I do not appreciate them implying that I didn't see this correctly and that I am incorrect in my statements within my complaint.  They should reword their warranty.  I was never told any different during my sign-up phone call, I didn't ask but I thought this guarantee on their website spoke for itself.  I have not received the pro-rated refund and my bank has no record of receiving it.  It will be 5 days today since they state it was processed.  I will follow up and close this complaint once the refund has been received.
Thank you.
Regards,
[redacted]

[redacted]
The Revdex.com
 
Dear [redacted],
 
Thank you for allowing us the opportunity to respond to this
complaint. [redacted] was a customer for three years. As he said, he enjoyed
the service so much that he recommended it to family and friends....

During all
years of service we received many emails from [redacted] where he thanks us
for our service, our fast response, etc. 2015 was the third year, at the end of
the season, after all treatments were finished, [redacted] called and said he
had not been satisfied and demanded that he receive all of his money back. The
guarantee on our website is not designed to be a tool for customers to
blackmail the company into refunding an entire year of treatments after they
have already been received.
 
The issues described by [redacted] about one technician
only spraying for five minutes and on three sides would be entirely accurate.
We do send crews of two technicians; one sprays the back, while the other
sprays the front. If a customer is watching one technician in the backyard he
can’t possibly be watching the one in the front yard at the same time. The
treatments would only take about five minutes as our registered technicians
know how to apply the treatment, they know where to apply it, and a treatment
for a property size of one half acre or less takes only about 10-12 minutes.
The technicians do walk fast, as going too slowly would cause the product to be
applied too heavily and run off the foliage, rather than drying on it, which
would make it less effective, so it’s important that the application be done at
the right speed. Furthermore, we do treat the boundaries of the property, we do
not treat inside the boundaries, and we do not treat the grass. [redacted]
knows this from having the service for three years.
 
As for the phone calls made by [redacted], he did call the
office and spoke with Tyler, Operations Manager, and the purpose of his call
was to demand a full refund for the year for which he had just received his
last treatment. Tyler explained to [redacted] that we do have a satisfaction
guarantee, but the guarantee state that we will come back within 24-48 hours to
do a respray if requested, and if for any reason a customer is still not
satisfied we would refund the pro-rated unused portion of service. Nowhere does
our guarantee state that a customer can receive an entire year’s worth of service,
and then ask for a full refund. When Tyler explained this to [redacted] he began
to threaten that if he didn’t receive all of his money back for services that
were delivered as promised, he would file a complaint with the RevDex.com. We have provided exceptional
service to [redacted] and have many emails from him to that effect, wherein he
thanks us again and again. During 2015 we had more than 22” of rain from May –
June, every time [redacted] requested a respray we were there within 24 hours,
which we guarantee, there is no question that we upheld our commitment.
 
[redacted] did not ask to speak with someone else because
Tyler could not help him; it was simply because Tyler was not able to accommodate
[redacted]’s unreasonable demands.
Tyler told [redacted] he would have an owner give him a call. I called him the
same afternoon and again explained how our guarantee works (which he has been
provided a written copy of each of three years he has had our service) and I
was under the impression that the matter was resolved. I happened to mention
that Mike was out of town having open heart surgery. No one promised that Mike
would call this customer.
 
What [redacted] desires is to have the money he paid be
refunded in full, when he waited until he had received all treatments before
making the request. The guarantee has never been intended as a way for a
customer to receive a year’s worth of service for free. [redacted] even
mentions that after “the last spray” he called to say he wasn’t satisfied after
all. It would appear that [redacted] decided that a complaint with the Revdex.com
would be his best option for getting a refund that he is not entitled to, for
an entire year’s worth of service that was provided on time, effectively, and
at his convenience (in many emails [redacted] requests that we come at
specific times, and we accommodated him each time, despite the fact that this
is not an on-demand service. We went above and beyond a reasonable level of
customer service to accommodate [redacted]. [redacted] seems to be attempting to
use this agency to bully a business into giving a refund after he has received
what he paid for and never asked for a refund until he had been provided with
the entireity of the service. If he truly believes it didn’t work, why would he
not call in earlier months when mosquitoes are a bigger problem than in the
fall, and cancel his service and receive a prorated refund then? Perhaps
because contrary to [redacted]s claims at the end of the spraying season, the
treatments did work and he wanted to wait until he had received them all before
making the allegation that he wasn’t satisfied. [redacted]’s complaint should
not be substantiated, Mosquito Squad did provide everything [redacted] paid
for, and every promise was fulfilled by the company.
 
Thank you in advance for your consideration. I respectfully
request that you find in favor of Mosquito Squad, as the facts make it clear
that [redacted]’s complaint is frivolous and less than truthful. Beth F[redacted]