To Whom It May Concern: [redacted] contacted us to do an inspection on her home because she indicated she had a mouse issue We sent our Service Manager, Joe S [redacted] to her home to do an inspection Joe inspected her entire home including her crawl space and attic He noticed droppings from mice in the crawl space, in the main area of the home and droppings and tunneling in the attic insulation [redacted] indicated her distress about having mice, Joe then suggested that we do everything possible to eliminate the issue He proposed a cleor replacement of insulation, an exclusion in the attic, a searound the lower level of the home, and a pest control contract that includes rodent stations with free follow-ups in between the quarterly visits if [redacted] sees any mouse activityHe also suggested the removal of the ivy on an entire back side of the house which mice use as a “highway” [redacted] indicated she could not afford to do the attic so MrS [redacted] re-did her contract which included performing a rodent exclusion and sethroughout the entire home, a quarterly service, drip edge around the side and back of the home and removing all of the Ivy around the home He also again included free visits in between services if [redacted] saw any activity and warranted our work in her home a full year The warranty included the attic, crawl space and common areas [redacted] signed the contract and we sent out two of our most experienced technicians on 6/8/from 9- They were at [redacted] ***’s home from 10:to 5:performing the work Later that night [redacted] called with some concerns so I personally went out to her home on 6/9/to inspect and was there over an hour She asked me to take 50% off of the cost and I explained to her that she was charged what we normally charge customers and that the work had already been performed She indicated that she was having people come out to estimate the insulation we had originally purposed and said she wasn’t interested in having us give her another estimate for it if I did not discount the work done Per [redacted] ***’s request, on 6/20/I sent another technician out to look at her attic and check the traps When the technician carried down a mouse in a trap, [redacted] told him he planted it and continued to belittle the technician The technician then called and I explained to [redacted] that we have been in business for years and we don’t “plant or place” rodents or any other animals in people’s homesWe are an accredited Revdex.com company and we do not operate business in such a mannerI have offered to personally handle *** ***’s account, have tried to be kind and understanding (mice issues are very upsetting to customers) and explain that she is under warranty to no avail We can provide all executed contracts and work ordersIn conclusion, Century Termite & Pest likes to have happy and satisfied customers, which is why we have been in business for years We would like to offer [redacted] her next quarterly service at no charge However, with the hours and time spent on [redacted] ***’s home, along with the continued warranties that apply, Century Termite & Pest see no reason to give any refunds or discounts to [redacted] ***Tracy J [redacted] General Manager
To Whom It May Concern: [redacted] contacted us to do an inspection on her home because she indicated she had a mouse issue We sent our Service Manager, Joe S [redacted] to her home to do an inspection Joe inspected her entire home including her crawl space and attic He noticed droppings from mice in the crawl space, in the main area of the home and droppings and tunneling in the attic insulation [redacted] indicated her distress about having mice, Joe then suggested that we do everything possible to eliminate the issue He proposed a cleor replacement of insulation, an exclusion in the attic, a searound the lower level of the home, and a pest control contract that includes rodent stations with free follow-ups in between the quarterly visits if [redacted] sees any mouse activityHe also suggested the removal of the ivy on an entire back side of the house which mice use as a “highway” [redacted] indicated she could not afford to do the attic so MrS [redacted] re-did her contract which included performing a rodent exclusion and sethroughout the entire home, a quarterly service, drip edge around the side and back of the home and removing all of the Ivy around the home He also again included free visits in between services if [redacted] saw any activity and warranted our work in her home a full year The warranty included the attic, crawl space and common areas [redacted] signed the contract and we sent out two of our most experienced technicians on 6/8/from 9- They were at [redacted] ***’s home from 10:to 5:performing the work Later that night [redacted] called with some concerns so I personally went out to her home on 6/9/to inspect and was there over an hour She asked me to take 50% off of the cost and I explained to her that she was charged what we normally charge customers and that the work had already been performed She indicated that she was having people come out to estimate the insulation we had originally purposed and said she wasn’t interested in having us give her another estimate for it if I did not discount the work done Per [redacted] ***’s request, on 6/20/I sent another technician out to look at her attic and check the traps When the technician carried down a mouse in a trap, [redacted] told him he planted it and continued to belittle the technician The technician then called and I explained to [redacted] that we have been in business for years and we don’t “plant or place” rodents or any other animals in people’s homesWe are an accredited Revdex.com company and we do not operate business in such a mannerI have offered to personally handle *** ***’s account, have tried to be kind and understanding (mice issues are very upsetting to customers) and explain that she is under warranty to no avail We can provide all executed contracts and work ordersIn conclusion, Century Termite & Pest likes to have happy and satisfied customers, which is why we have been in business for years We would like to offer [redacted] her next quarterly service at no charge However, with the hours and time spent on [redacted] ***’s home, along with the continued warranties that apply, Century Termite & Pest see no reason to give any refunds or discounts to [redacted] ***Tracy J [redacted] General Manager