Tell us why here...The Technician was scheduled to arrive at the customers home on a SaturdayHe needed to reschedule because of personal issuesThe customer was persistent enough that she talked Keith into coming out and he did so. Customer complained they wanted another treatment because either they thought it wasn't done correctly or they still had issuesEven though they are set up on an agreement with multiple monthly services (because the problem they have will take time to solve) we sent a new Technician back out for a FREE follow up serviceThe first monthly follow up visit was due this weekOur Technician was unfortunately double booked, we called the customers number (apparently the phone number the customer gave us was a work number,---- nobody picked up when we called to rectify the double booking issue.) Furthermore the sister of the customer was meeting our Technician and her number wasn't given to us eitherSO we had know way to get a hold of the customer to relay the information, but certainly attemptedNext thing we know at approx AM *** *** (The customer) came storming into our office screaming and extremely hostile to our employees,very inappropriately. They explained to her what was going on and she apparently refused to understand the truthShe was told we were able to get someone there but the problem was it wasn't going to be at exactly AM but shortly afterShe asked for a call from the manager and received a call from the service managerThe service manager spoke to her and let her know that he would be willing to stop over and provide the service, she refused to have him stop overShe asked for the agreement to be canceled (which it was immediately) and also asked for her money backThe service manager told her she would speak with the staff and owner and let her knowAt this point because its our busy season we had not come up with a final verdictThis was going to be discussed at our next meetingThe initial service was and a follow up was provided for FREE when the customer called in to complain after the initial visit and we have proof of thatA scheduling issued occurred on Monday, we tried to rectify it with the information (phone numbers) the customer gave us and could not because we only had a work numberThis was a simple mistake on both sides and a very very easy fixSo at this point the services for the $have been rendered, a free service provided by a different TechnicianThe customer decided to contact the Revdex.com just a few days after the incident not allowing us time to even research and talk about the entire situation,We are in business to solve peoples problems and to try and make them happyWe have over 22,customers with a 65% referral rate so obviously we do the right thing. To prove that a refund check will be sent out in good faith
The Technician was scheduled to arrive at the customers home on a SaturdayHe needed to reschedule because of personal issuesThe customer was persistent enough that she talked Keith into coming out and he did so Customer complained they wanted another treatment because either they thought
it wasn't done correctly or they still had issuesEven though they are set up on an agreement with multiple monthly services (because the problem they have will take time to solve) we sent a new Technician back out for a FREE follow up serviceThe first monthly follow up visit was due this weekOur Technician was unfortunately double booked, we called the customers number (apparently the phone number the customer gave us was a work number,---- nobody picked up when we called to rectify the double booking issue.) Furthermore the sister of the customer was meeting our Technician and her number wasn't given to us eitherSO we had know way to get a hold of the customer to relay the information, but certainly attemptedNext thing we know at approx AM *** *** (The customer) came storming into our office screaming and extremely hostile to our employees,very inappropriately They explained to her what was going on and she apparently refused to understand the truthShe was told we were able to get someone there but the problem was it wasn't going to be at exactly AM but shortly afterShe asked for a call from the manager and received a call from the service managerThe service manager spoke to her and let her know that he would be willing to stop over and provide the service, she refused to have him stop overShe asked for the agreement to be canceled (which it was immediately) and also asked for her money backThe service manager told her she would speak with the staff and owner and let her knowAt this point because its our busy season we had not come up with a final verdictThis was going to be discussed at our next meetingThe initial service was and a follow up was provided for FREE when the customer called in to complain after the initial visit and we have proof of thatA scheduling issued occurred on Monday, we tried to rectify it with the information (phone numbers) the customer gave us and could not because we only had a work numberThis was a simple mistake on both sides and a very very easy fixSo at this point the services for the $have been rendered, a free service provided by a different TechnicianThe customer decided to contact the Revdex.com just a few days after the incident not allowing us time to even research and talk about the entire situation,We are in business to solve peoples problems and to try and make them happyWe have over 22,customers with a 65% referral rate so obviously we do the right thing To prove that a refund check will be sent out in good faith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This program was initially set up on a seasonal program through the summer seasonIt was later changed to a monthly year around program because of the mouse activityOver the course of the program we plugged up entry points but this service was limited because of a very large deck with limited to
no accessibility below the deck to plug holesWe also recommended a basement clean out, sanitize, deodorize and provided an estimate for that workThis area was riddled with dead mice and droppingsWe recommend this because the odors left behind from droppings and urine will attract other mice The customer did not want to move ahead with the serviceI am happy to hear that a competitor was able to provide some relief and I ma glad they went ahead and had the cleaning done, as I am sure that helpedWe have also gained some of that same competitors customers because of what they did had not positive resultWe find the exclusion service to be a short term pest control solution and do not offer a guarantee with that workMice can fit into a hole the size of a dime and chew through almost any materialOver times buildings shift and change especially with extreme temperatures like we get here in the AdirondacksOur programs are set up for long term control and suppressionSome homes never experience much of a problem while under service others are a huge challenge We recommend an ongoing service because homes are always at threat of infestation or re infestations, especially homes that are in the Adirondack park such as this oneWe have provided all contractual obligationsThe warranty states that if the problems persist we will return to the home to treat for free or we will refund the last service payment to the customerPart of this warranty is that the customer rectify any conducive conditions such as the cleanliness problem in the basementWe provided free services to try and make the customer happyOur agreement also states that we are not responsible for any damage from Pest before, during , or after treatmentsWe do not provide free cleaning services as part of the agreementThis service was quoted to the customer, and they chose not to have the service done Although the proposed basement cleaning service was never done (This is an IPM issue in the agreement) I have decided to refund the last service payment to the customer as per the agreementThis will be mailed out today 3/15/We have over 20,customers and provide over 50,services per yearThis is not the normWe wish the customer all the best of luck with any pest issues they may encounter
Good Morning ***, I have reviewed the account that was submitted with this complaint, and as the customer says in her statement of the problem, she signed an agreement with us for services. The attached agreement shows the initial application plus the monthly visits after,
signed by the customer. She did call into our office regarding the service that was performed per her agreement and agreed that we had in fact left her a messaging saying that we were coming out per the agreement she had signed, but that she deleted the message. The messages that are left for the customer stated unless we hear back from you we will assume that this date is acceptable for service. We leave this message on a large majority of our customers voicemail, as the service we were performing was an exterior service application. The service that we performed was not unsolicited, it was approved by the customer. I have attached a copy of the agreement, that shows the monthly follow up services were authorized by the customerTo resolve this complaint in goodwill with the Revdex.com we are prepared to credit the service that was performed on 7/26/in the amount of $plus tax, totaling 69.55. Should you have any further questions, please do not hesitate to contact me at 518-745-5958. Sincerely, Jamie Monroe Nature's Way Pest Control
Tell us why here...The Technician was scheduled to arrive at the customers home on a SaturdayHe needed to reschedule because of personal issuesThe customer was persistent enough that she talked Keith into coming out and he did so. Customer complained they wanted another treatment because either they thought it wasn't done correctly or they still had issuesEven though they are set up on an agreement with multiple monthly services (because the problem they have will take time to solve) we sent a new Technician back out for a FREE follow up serviceThe first monthly follow up visit was due this weekOur Technician was unfortunately double booked, we called the customers number (apparently the phone number the customer gave us was a work number,---- nobody picked up when we called to rectify the double booking issue.) Furthermore the sister of the customer was meeting our Technician and her number wasn't given to us eitherSO we had know way to get a hold of the customer to relay the information, but certainly attemptedNext thing we know at approx AM *** *** (The customer) came storming into our office screaming and extremely hostile to our employees,very inappropriately. They explained to her what was going on and she apparently refused to understand the truthShe was told we were able to get someone there but the problem was it wasn't going to be at exactly AM but shortly afterShe asked for a call from the manager and received a call from the service managerThe service manager spoke to her and let her know that he would be willing to stop over and provide the service, she refused to have him stop overShe asked for the agreement to be canceled (which it was immediately) and also asked for her money backThe service manager told her she would speak with the staff and owner and let her knowAt this point because its our busy season we had not come up with a final verdictThis was going to be discussed at our next meetingThe initial service was and a follow up was provided for FREE when the customer called in to complain after the initial visit and we have proof of thatA scheduling issued occurred on Monday, we tried to rectify it with the information (phone numbers) the customer gave us and could not because we only had a work numberThis was a simple mistake on both sides and a very very easy fixSo at this point the services for the $have been rendered, a free service provided by a different TechnicianThe customer decided to contact the Revdex.com just a few days after the incident not allowing us time to even research and talk about the entire situation,We are in business to solve peoples problems and to try and make them happyWe have over 22,customers with a 65% referral rate so obviously we do the right thing. To prove that a refund check will be sent out in good faith
The Technician was scheduled to arrive at the customers home on a SaturdayHe needed to reschedule because of personal issuesThe customer was persistent enough that she talked Keith into coming out and he did so Customer complained they wanted another treatment because either they thought
it wasn't done correctly or they still had issuesEven though they are set up on an agreement with multiple monthly services (because the problem they have will take time to solve) we sent a new Technician back out for a FREE follow up serviceThe first monthly follow up visit was due this weekOur Technician was unfortunately double booked, we called the customers number (apparently the phone number the customer gave us was a work number,---- nobody picked up when we called to rectify the double booking issue.) Furthermore the sister of the customer was meeting our Technician and her number wasn't given to us eitherSO we had know way to get a hold of the customer to relay the information, but certainly attemptedNext thing we know at approx AM *** *** (The customer) came storming into our office screaming and extremely hostile to our employees,very inappropriately They explained to her what was going on and she apparently refused to understand the truthShe was told we were able to get someone there but the problem was it wasn't going to be at exactly AM but shortly afterShe asked for a call from the manager and received a call from the service managerThe service manager spoke to her and let her know that he would be willing to stop over and provide the service, she refused to have him stop overShe asked for the agreement to be canceled (which it was immediately) and also asked for her money backThe service manager told her she would speak with the staff and owner and let her knowAt this point because its our busy season we had not come up with a final verdictThis was going to be discussed at our next meetingThe initial service was and a follow up was provided for FREE when the customer called in to complain after the initial visit and we have proof of thatA scheduling issued occurred on Monday, we tried to rectify it with the information (phone numbers) the customer gave us and could not because we only had a work numberThis was a simple mistake on both sides and a very very easy fixSo at this point the services for the $have been rendered, a free service provided by a different TechnicianThe customer decided to contact the Revdex.com just a few days after the incident not allowing us time to even research and talk about the entire situation,We are in business to solve peoples problems and to try and make them happyWe have over 22,customers with a 65% referral rate so obviously we do the right thing To prove that a refund check will be sent out in good faith
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This program was initially set up on a seasonal program through the summer seasonIt was later changed to a monthly year around program because of the mouse activityOver the course of the program we plugged up entry points but this service was limited because of a very large deck with limited to
no accessibility below the deck to plug holesWe also recommended a basement clean out, sanitize, deodorize and provided an estimate for that workThis area was riddled with dead mice and droppingsWe recommend this because the odors left behind from droppings and urine will attract other mice The customer did not want to move ahead with the serviceI am happy to hear that a competitor was able to provide some relief and I ma glad they went ahead and had the cleaning done, as I am sure that helpedWe have also gained some of that same competitors customers because of what they did had not positive resultWe find the exclusion service to be a short term pest control solution and do not offer a guarantee with that workMice can fit into a hole the size of a dime and chew through almost any materialOver times buildings shift and change especially with extreme temperatures like we get here in the AdirondacksOur programs are set up for long term control and suppressionSome homes never experience much of a problem while under service others are a huge challenge We recommend an ongoing service because homes are always at threat of infestation or re infestations, especially homes that are in the Adirondack park such as this oneWe have provided all contractual obligationsThe warranty states that if the problems persist we will return to the home to treat for free or we will refund the last service payment to the customerPart of this warranty is that the customer rectify any conducive conditions such as the cleanliness problem in the basementWe provided free services to try and make the customer happyOur agreement also states that we are not responsible for any damage from Pest before, during , or after treatmentsWe do not provide free cleaning services as part of the agreementThis service was quoted to the customer, and they chose not to have the service done Although the proposed basement cleaning service was never done (This is an IPM issue in the agreement) I have decided to refund the last service payment to the customer as per the agreementThis will be mailed out today 3/15/We have over 20,customers and provide over 50,services per yearThis is not the normWe wish the customer all the best of luck with any pest issues they may encounter
Good Morning ***, I have reviewed the account that was submitted with this complaint, and as the customer says in her statement of the problem, she signed an agreement with us for services. The attached agreement shows the initial application plus the monthly visits after,
signed by the customer. She did call into our office regarding the service that was performed per her agreement and agreed that we had in fact left her a messaging saying that we were coming out per the agreement she had signed, but that she deleted the message. The messages that are left for the customer stated unless we hear back from you we will assume that this date is acceptable for service. We leave this message on a large majority of our customers voicemail, as the service we were performing was an exterior service application. The service that we performed was not unsolicited, it was approved by the customer. I have attached a copy of the agreement, that shows the monthly follow up services were authorized by the customerTo resolve this complaint in goodwill with the Revdex.com we are prepared to credit the service that was performed on 7/26/in the amount of $plus tax, totaling 69.55. Should you have any further questions, please do not hesitate to contact me at 518-745-5958. Sincerely, Jamie Monroe Nature's Way Pest Control
This compalaint shoukld be closed as satisfiedCustomer asked for a refund check and to cancel her account, we have done bothComplaint *** Jason ***