Tell us why here...The Technician was scheduled to arrive at the customers home on a Saturday. He needed to reschedule because of personal issues. The 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 issues. Even 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 service. The first monthly follow up visit was due this week. Our 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 either. SO we had know way to get a hold of the customer to relay the information, but certainly attempted. Next thing we know at approx 9 AM [redacted] (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 truth. She was told we were able to get someone there but the problem was it wasn't going to be at exactly 8 AM but shortly after. She asked for a call from the manager and received a call from the service manager. The 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 over. She asked for the agreement to be canceled (which it was immediately) and also asked for her money back. The service manager told her she would speak with the staff and owner and let her know. At this point because its our busy season we had not come up with a final verdict. This was going to be discussed at our next meeting. The 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 that. A 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 number. This was a simple mistake on both sides and a very very easy fix. So at this point the services for the $294.25 have been rendered, a free service provided by a different Technician. The 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 happy. We have over 22,000 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
This compalaint shoukld be closed as satisfied. Customer asked for a refund check and to cancel her account, we have done both. Complaint [redacted] Jason [redacted]
This program was initially set up on a seasonal program through the summer season. It was later changed to a monthly year around program because of the mouse activity. Over 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 holes. We also recommended a basement clean out, sanitize, deodorize and provided an estimate for that work. This area was riddled with dead mice and droppings. We 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 service. I 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 helped. We have also gained some of that same competitors customers because of what they did had not positive result. We find the exclusion service to be a short term pest control solution and do not offer a guarantee with that work. Mice can fit into a hole the size of a dime and chew through almost any material. Over times buildings shift and change especially with extreme temperatures like we get here in the Adirondacks. Our programs are set up for long term control and suppression. Some 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 one. We have provided all contractual obligations. The 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 customer. Part of this warranty is that the customer rectify any conducive conditions such as the cleanliness problem in the basement. We provided 5 free services to try and make the customer happy. Our agreement also states that we are not responsible for any damage from Pest before, during , or after treatments. We do not provide free cleaning services as part of the agreement. This 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 agreement. This will be mailed out today 3/15/2017. We have over 20,000 customers and provide over 50,000 services per year. This is not the norm. We wish the customer all the best of luck with any pest issues they may encounter.
The Technician was scheduled to arrive at the customers home on a Saturday. He needed to reschedule because of personal issues. The 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 issues. Even 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 service. The first monthly follow up visit was due this week. Our 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 either. SO we had know way to get a hold of the customer to relay the information, but certainly attempted. Next thing we know at approx 9 AM [redacted] (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 truth. She was told we were able to get someone there but the problem was it wasn't going to be at exactly 8 AM but shortly after. She asked for a call from the manager and received a call from the service manager. The 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 over. She asked for the agreement to be canceled (which it was immediately) and also asked for her money back. The service manager told her she would speak with the staff and owner and let her know. At this point because its our busy season we had not come up with a final verdict. This was going to be discussed at our next meeting. The 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 that. A 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 number. This was a simple mistake on both sides and a very very easy fix. So at this point the services for the $294.25 have been rendered, a free service provided by a different Technician. The 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 happy. We have over 22,000 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
Tell us why here...The Technician was scheduled to arrive at the customers home on a Saturday. He needed to reschedule because of personal issues. The 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 issues. Even 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 service. The first monthly follow up visit was due this week. Our 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 either. SO we had know way to get a hold of the customer to relay the information, but certainly attempted. Next thing we know at approx 9 AM [redacted] (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 truth. She was told we were able to get someone there but the problem was it wasn't going to be at exactly 8 AM but shortly after. She asked for a call from the manager and received a call from the service manager. The 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 over. She asked for the agreement to be canceled (which it was immediately) and also asked for her money back. The service manager told her she would speak with the staff and owner and let her know. At this point because its our busy season we had not come up with a final verdict. This was going to be discussed at our next meeting. The 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 that. A 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 number. This was a simple mistake on both sides and a very very easy fix. So at this point the services for the $294.25 have been rendered, a free service provided by a different Technician. The 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 happy. We have over 22,000 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
This compalaint shoukld be closed as satisfied. Customer asked for a refund check and to cancel her account, we have done both. Complaint [redacted] Jason [redacted]
This program was initially set up on a seasonal program through the summer season. It was later changed to a monthly year around program because of the mouse activity. Over 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 holes. We also recommended a basement clean out, sanitize, deodorize and provided an estimate for that work. This area was riddled with dead mice and droppings. We 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 service. I 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 helped. We have also gained some of that same competitors customers because of what they did had not positive result. We find the exclusion service to be a short term pest control solution and do not offer a guarantee with that work. Mice can fit into a hole the size of a dime and chew through almost any material. Over times buildings shift and change especially with extreme temperatures like we get here in the Adirondacks. Our programs are set up for long term control and suppression. Some 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 one. We have provided all contractual obligations. The 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 customer. Part of this warranty is that the customer rectify any conducive conditions such as the cleanliness problem in the basement. We provided 5 free services to try and make the customer happy. Our agreement also states that we are not responsible for any damage from Pest before, during , or after treatments. We do not provide free cleaning services as part of the agreement. This 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 agreement. This will be mailed out today 3/15/2017. We have over 20,000 customers and provide over 50,000 services per year. This is not the norm. We wish the customer all the best of luck with any pest issues they may encounter.
The Technician was scheduled to arrive at the customers home on a Saturday. He needed to reschedule because of personal issues. The 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 issues. Even 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 service. The first monthly follow up visit was due this week. Our 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 either. SO we had know way to get a hold of the customer to relay the information, but certainly attempted. Next thing we know at approx 9 AM [redacted] (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 truth. She was told we were able to get someone there but the problem was it wasn't going to be at exactly 8 AM but shortly after. She asked for a call from the manager and received a call from the service manager. The 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 over. She asked for the agreement to be canceled (which it was immediately) and also asked for her money back. The service manager told her she would speak with the staff and owner and let her know. At this point because its our busy season we had not come up with a final verdict. This was going to be discussed at our next meeting. The 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 that. A 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 number. This was a simple mistake on both sides and a very very easy fix. So at this point the services for the $294.25 have been rendered, a free service provided by a different Technician. The 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 happy. We have over 22,000 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