Natura Pest Control

Complaint: ***
I am rejecting this response because:They are falsely reporting informationYes, my fiancé was extremely upset after he was called a liar and being told we would need to cancel our bank account before the charges would stopThey would continue charging due to the contract regardless of who lives thereMy fiancé said he would “fk up” their business reviews and use bad language as I stated in the letter in the first placeThe officer also agreed there was no threat made, other than to report this companies multiple wrong doings to multiple customersJana simply wanted to use herself as being a woman as an excuse to make a man look ok bad because she cannot sufficiently handle customer concernsThe recording also has Jana refusing to cancel the service at multiple timesThey have also not explained why their representatives continue to misrepresent their entire promotion, as well as how to cancel since I was guaranteed it was no more than spraysJana stated she owned the business and my fiancé talked to one person prior today JanaPerhaps this is a tiny company owned by two people who cannot keep their stories straight.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This is absolutely unacceptableNo service was performed and therefore I should not have been billed or ever sent to collectionsThis issue was addressed with Natura directly when they called me and they acknowledged they did not perform the service- the bill should have been resolved at that time and I was under the impression it had beenThis company is sub-par at best with their management and training of their people (the guy did not read the note on my account to knock on the door for access to property- or have the common sense to do so), and unorganized with their billingThere is no way I should have been billed for service that wasn’t delivered and I refuse to do so- I will pursue with legal action if you do not resolve.
Sincerely,
*** ***

This customer did have her fiancée contact the office about their accountWhen we pulled up the account we saw that the account was active and the customer had not previously canceledThey had been serviced a week earlier according to their regular service planThe man that called said that he
thought they called in to cancel, but I let him know that the account hadn’t even been accessed since their previous service in September, and that we hadn’t received any calls from themI also told him that in accordance with their service agreement, they would have needed to provide written notification and pay an early cancellation fee, neither of which had happenedHe told another secretary that he was going to call the Revdex.com, and she said that it was fine, and that the Revdex.com are there as mediators, and that we would be going through the exact same processThe man that called in was very upset and difficult to communicate withVulgar language was used by him repeatedly, and then he started demanding to speak to someone elseThere was nobody else in the office that he hadn’t already spoken toI did not tell him that we would continue to service his old homeKnowing that they do not live there anymore, I Immediately inactivated their account, which is what we always doI wasn’t given the chance to say very much to the caller I did offer to send him a copy of the service agreement that was signed, but he said he didn’t care what it saidThe last minute of the call was an uninterrupted rant from him where he yelled times that he was going to “*** me up” and then he hung upAfter the call was over and I was visibly upset, my co workers and I talked to police because I felt threatened and didn’t know what to doAfter the police officer talked to me he said that it was exactly what I should doAs a woman, being yelled at by a man that he is going to “*** me up” is very scaryAt this point their account is canceled and we assume we won’t need to have any further contact with them since they have moved out of state

Complaint: ***I am rejecting this response because: I never signed contract with that company, I'm sending the invoice they give me and you can see is not signature or initialsthey wrote AS PER PHONE CALL WITH THE OFFICE but never told me to sign when they visit my housebecause that was never mentioned to me, that`s why I know I never accept to be a in a contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The balance wasn’t paid because Natura was dishonest and misleading and never performed the serviceI contacted them about it when I was billed and they acknowledged not performing the service so I discontinued paymentThe bill was supposed to be cancelled, which clearly this unorganized and poorly managed company never didThe only times they ever contacted me were years later when they were sending it to collectionsThis is a bad business, run by bad people.
Sincerely,
*** ***

We spoke with this customer on 8/15/at about 12:00pmThey requested services from our company, and we went over the quarterly service schedule with themWe also went over the agreement terms stating that they were going to get a $discount for agreeing to the one year (service)
agreementThey did request a mole service added to the regular initial service, and we added that to their agreementWe then sent the agreement to them by e-mail using the email that was provided to the office for their reviewWe talked to them over the phone after the e-mail was sent to confirm that it was sent to the correct e-mail and that they had received itThe next day the technician arrived and performed their first treatment, and collected the paymentAbout one month later, around 5:00pm, we sent a reminder call letting the customer know that we would be coming days later to do the next scheduled serviceThe customer then called in saying they wanted to cancel services because it wasn't working after the first serviceWe explained that it takes multiple services to get insect and rodent problems under control, and thats why we do a services in the first yearThis is also clearly marked on the one page service agreement and schedule that they requested initially, and was sent to them prior to their first serviceIf they would like to continue services as scheduled, we are happy to do that, or if they would like to cancel- we would require the $discount to be returned as it becomes a cancellation fee if the agreement is not completed

There was an unpaid balance from June and September for services that were performedThe December service was not completed because the customer had a past due balance for the two previous services plus an early cancellation fee due to a contract not fulfilled to do at least services over the minimum of one yearThe customer did not respond to the technicianWe have made several attempts to contact the customer

We were made aware of the service issue with the customer when they called the next day after the service was completedWe returned the phone call and spoke to the *** who left the message and resolved the issue*** called later that day and felt that the issue wasn't resolved to her
satisfactionWe called them the next day and resolved all of their concerns

It is correct that the contract could not be signed as it was requested by phone call from the customer, and they wanted the service to happen the next dayThis is why we e-mailed the agreement to the customer for their review before services beganWe also mailed them a hard copy of the agreement to keep for their recordsdifferent secretaries spoke with the customer and went over the agreement with themIf we go back through phone records, we may be able to find the phone call recordings and hear the conversations where the agreement was explainedIt may be helpful for the customer.?

***,? After looking into your account it looks looks as though the disputed charges you are referring to are over years oldWe had tried to contact you about your account many times, and our records show that the very last service we performed for you was a free reservice at your request,
which are we always happy to offer for our customers any time they need itThe account has been closed and sent to collections because we received no response from you about your past due balance for the services that have valid balances.?

[redacted] contacted us by e-mail saying that he didn't believe he owed any money for the latest service. We sent him a copy of his contract where he initialed and signed in multiple places where the agreement was explained. It's a one year agreement with a minimum of 5 scheduled services. The prices of...

each of the services are clearly noted on the paperwork. We have different payment options that customers can choose if they would like additional discounts. [redacted] chose to get an additional $10 discount off of the initial service by paying for the first 2 services up front. This payment option is available for customer convenience, and doesn't alter the service length or terms. We give reminder calls for services before we come out, and [redacted] did receive the reminder calls for each of the services he has received. At this point we have performed 3 out of the 5 minimum contracted services, and we informed [redacted] that if he wished to cancel and have no further services, then he will need to pay the $100 cancellation fee. The cancellation fee is the amount of the discount he received off of the services when he agreed to a minimum of 5 services during the year term.

Complaint: [redacted]
I am rejecting this response because:This is absolutely unacceptable. No service was performed and therefore I should not have been billed or ever sent to collections. This issue was addressed with Natura directly when they called me and they acknowledged they did not perform the service- the bill should have been resolved at that time and I was under the impression it had been. This company is sub-par at best with their management and training of their people (the guy did not read the note on my account to knock on the door for access to property- or have the common sense to do so), and unorganized with their billing. There is no way I should have been billed for service that wasn’t delivered and I refuse to do so- I will pursue with legal action if you do not resolve. 
Sincerely,
[redacted]

We have provided the original copy of the service agreement, which clearly explains the schedule of the 5 services, and the discount given for those services. When a customer wants less than the 5 services, they aren't eligible for the discounted price. We have to abide by the legal agreement that we have entered into.

Complaint: [redacted]
I am rejecting this response because:They are falsely reporting information. Yes, my fiancé was extremely upset after he was called a liar and being told we would need to cancel our bank account before the charges would stop. They would continue charging due to the contract regardless of who lives there. My fiancé said he would “fk up” their business reviews and use bad language as I stated in the letter in the first place. The officer also agreed there was no threat made, other than to report this companies multiple wrong doings to multiple customers. Jana simply wanted to use herself as being a woman as an excuse to make a man look ok bad because she cannot sufficiently handle customer concerns. The recording also has Jana refusing to cancel the service at multiple times. They have also not explained why their representatives continue to misrepresent their entire promotion, as well as how to cancel since I was guaranteed it was no more than 4 sprays. Jana stated she owned the business and my fiancé talked to one person prior today Jana. Perhaps this is a tiny company owned by two people who cannot keep their stories straight. 
Sincerely,
[redacted]

[redacted], After looking into your account it looks looks as though the disputed charges you are referring to are over 2 years old. We had tried to contact you about your account many times, and our records show that the very last service we performed for you was a free reservice at your request,...

which are we always happy to offer for our customers any time they need it. The account has been closed and sent to collections because we received no response from you about your past due balance for the services that have valid balances.

It is correct that the contract could not be signed as it was requested by phone call from the customer, and they wanted the service to happen the next day. This is why we e-mailed the agreement to the customer for their review before services began. We also mailed them a hard copy of the agreement to keep for their records. 2 different secretaries spoke with the customer and went over the agreement with them. If we go back through phone records, we may be able to find the phone call recordings and hear the conversations where the agreement was explained. It may be helpful for the customer.

We were made aware of the service issue with the customer when they called the next day after the service was completed. We returned the phone call and spoke to the [redacted] who left the message and resolved the issue. [redacted] called later that day and felt that the issue wasn't resolved to her...

satisfaction. We called them the next day and resolved all of their concerns.

Complaint: [redacted]
I am rejecting this response because: We agreed to 2 services. they did the 3rd and charged me. Fine I'm out that money for the services rendered but I'm not allowing them to step foot on my property after finding out  I have a contract now for things I didn't agree to.
I also do not accept their cancellation policy of $100 because I "took a $10 discount" If they want to charge me $10 to never see them again I'll agree to that so they don't feel they are out the $10 they feel they gave me but I'm not agreeing to $100
Sincerely,[redacted]

Review: I was told to write a letter, explaining, my problem. I am,

complaining about Natura Pest Control. License [redacted]The, gentleman, came to the door, and asked, that the back

gate, be opened. My grandson, that lives, with me, also his family. He opened,

the back gate.The worker for Natura Pest Control was here, no more than

ten minutes, if that, he claims he sprayed everything. He did not it would take

at least half hour, to spray everything he said he did.I called, Natura in [redacted], the main office at, [redacted] and told them the circumstances and refuse to pay the bill and also told them I

was going to report this to the Revdex.com.Their, answer was to go ahead and report them.Thanking you kindly, for taking, this into consideration.Sincerely,[redacted]Desired Settlement: To come out and finish the job or leave me alone.

Business

Response:

Hello [redacted]My name is [redacted], I'm one of the owners of Natura Pest Control. I appreciate you writing in. I would like to take a moment to address your concern. I understand that you don't feel like our service technician spend enough time at you home. Let me just talk about how our service is set up before I address that specifically. We offer quarterly services and free re-services whenever needed between the quarterly services to all of our customers. We do this to make sure all of our customers have peace of mind, knowing that they wont see any pests inside of there home, and very little outside of it. But if our customers do see any of our covered pests between services we will come back for free, as many times as it takes to get rid of the pests they are having trouble with. So when our customers pay their quarterly service they are paying for that service and for the warranty of free retreats between services. We aim for our techs to be at customers homes for at least 15-20. That time changed deepening on various things, size of home and yard, weather we do the inside or just the outside, etc. Our technician stated on his paper work that he spend 17 min at your home. But to be honest I have no way of knowing how long he was at you home. So I'd just like to get an other technician out to service your home again when you can be there with our technician. Does that work for you?My email address is [redacted] please let me know when I can have a technician come out to you home.Please let me know what other questions you have.

Business

Response:

Hello again. After looking at the service order (I have also attached it) it states that [redacted] was at your home from 1:25 to 1:42. Because we have documentation that the service was done in an acceptable time frame there aren’t grounds for contract cancelation. However because the service wasn’t done to your satisfaction we are happy to send a technician out to re-service. You stated to be Revdex.com that your desired outcome was for Natura to come out and complete the job, we would be happy to come back service your home. We are happy to fix this for you. I hope you will let us. [redacted]

Consumer

Response:

I am rejecting this response because:The message from Business is not true at all, there is not time, I told them to come back. [redacted] is falsifying, I paid that at any time I, see the the documentation, what [redacted] has said. [redacted], was sitting in his truck more than half the time he was here, I have witnesses, plus, he did not have the nerve to hand me, the invoice he just left it in the door, and I did not sign the invoice. I called the company number listed on the invoice, the girl said, she would have [redacted] call me, which he never did. Also they did not fulfill the job, we still had bugs. [redacted] did not spray as paid on invoice, also the webs on brush was not brused as stated on invoice, how can you trust a company like this. I do not trust the company at all when they falsify what they have done, and the big boss [redacted] did not call me at all, why would anyone want, a company like Natura to come back at all.Sincerely[redacted] I don’t want anything, to do with a dishonest company, you cannot trust.

Review: The sales person was persistent so I signed up after he said I could cancel if I was not satisfied without any penalty. I was foolish for not reading the fine print indicating I would have to pay a cancelation fee. He seemed like a nice and honest guy, won't make that mistake again. The woman at dispatch told me I would be charged a $105 cancellation fee. I told her I already paid for services rendered up to this point, I just don't want any future service. She said well you signed a 1 year contract. They are a new company with ALOT to learn, I should have shopped around for pricing. Natura charges premium price for mediocre service. Save your hard earned money and use a company who has been in business more than 1 year. Every time they come out they are done in 10 minutes. Dispatch is rude and says GPS proves they spent 20-30 minutes, BS! They also don't always call to let you know they're coming, if you need spraying inside the house you have to call them back out. They do offer unlimited service calls it's so bad I don't even want to call them back for more disappointment. In a briefer description I tell you this; Natura offers unlimited service calls of unorganized, deceitful and poor service at the highest prices.Desired Settlement: I want my service canceled, no cancelation fee. I've paid up this point for the terrible service, now I want out of it. I don't want to be obligated to pay for another 6 months of bad service.

Business

Response:

We regret that Mr. [redacted] does not feel he has received excellent service, as we are committed to providing excellent customer service to all of our customers. We are confident that we can resolve the issues he listed in his review.