NEPA Pest Control LLC

In reference to the complaint # [redacted] submitted by [redacted] there has been a resolution in the matter [redacted] has had the services performed that she requestedFurther, the complaint was based on a misunderstanding and [redacted] will be forwarding a retraction of the complaint based on the fact that she agrees it was a misunderstandingThank you for your attention to this matter

November 4, Dear Sirs,
The process associated with the eradication of bedbugs is a precise exercise that involves the cooperation of everyone involved in the affected buildingIn this particular case the structure is a four unit apartment building which is owned by a non-owner
occupied landlord, *** ***The process that the occupants must follow to have the chemicals administered to the building in a safe and effective methodology must be followed exactly for correct outcomeFirst and foremost, let me state that I have on numerous occasions been back to this building to treat the premise according to our contract and warrantyThe problems that have arisen with this account is that the landlord does not communicate with the tenants when appointments have been made to treat the premise, and therefore the tenants do not have their premises ready for treatment even though I have arrived at the premise to do the work, wasted time because the treatment cannot be completedSecondly, bedbugs are harbored in clothing, furniture and other rubbish that should be removed from the premise upon treatment of the premiseThe landlord has kept bags of rubbish removed from the treated premise adjacent to the building for extended periods of time, which increases the chance of infestationThe warranty that *** *** has under this contract is still in force and we plan to honor the warranty, but the land owner must comply with all the criteria for treatment and aftercare for the warranty to be validPresently, I was able to contact the tenant in the affected area and worked together to resolve his issuesAll other areas of the premise that have been treated have been treated with a product that has residual propertiesThe premise presently is free of bedbugs, In addition, the year warranty that *** *** refers to that is posted on NEPA Pest Control's website, was not available or advertised at the time *** *** signed her initial contractThe warranty was not posted until September of this year when I started using a new product offering called ***Thank youRegards,
John D

November 23, Dear Sirs, In response to *** ***'s response to our response to her initial complaint ID *** it is unfortunate that there is such a divergence of perception of the factsHere is the bottom lineThe premise in question was treated properly for the infestationWe honored the warranty and went back when there was a complaint of further issuesTo date have not been made aware of any further problems at the premiseThe house is still under warranty and if further service is needed we have every intention of honoring the warranty and returning to treat againThank you for your attention to this matterSincerely,
John D

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have two witnesses today in my home that heard John say he was wrong and was sorry and thought I was attractive, and also that he was flirting with me and being unprofessionalIn the first complaint John also asked me to call him "off hours" when my kids were in the other room and made a "mmm" sound when he followed me to the kitchenI feel very uncomfortable with him in my home, and my home still has bed bugsI am requesting a full refund and no contact from John or I will be pressing chargesI disagree with it being a misunderstanding
Regards,
*** ***

November 4, 2015Dear Sirs,The process associated with the eradication of bedbugs is a precise exercise that involves the cooperation of everyone involved in the affected buildingIn this particular case the structure is a four unit apartment building which is owned by a non-owner occupied landlord,
*** ***The process that the occupants must follow to have the chemicals administered to the building in a safe and effective methodology must be followed exactly for correct outcomeFirst and foremost, let me state that I have on numerous occasions been back to this building to treat the premise according to our contract and warrantyThe problems that have arisen with this account is that the landlord does not communicate with the tenants when appointments have been made to treat the premise, and therefore the tenants do not have their premises ready for treatment even though I have arrived at the premise to do the work, wasted time because the treatment cannot be completedSecondly, bedbugs are harbored in clothing, furniture and other rubbish that should be removed from the premise upon treatment of the premiseThe landlord has kept bags of rubbish removed from the treated premise adjacent to the building for extended periods of time, which increases the chance of infestationThe warranty that *** *** has under this contract is still in force and we plan to honor the warranty, but the land owner must comply with all the criteria for treatment and aftercare for the warranty to be validPresently, I was able to contact the tenant in the affected area and worked together to resolve his issuesAll other areas of the premise that have been treated have been treated with a product that has residual propertiesThe premise presently is free of bedbugs, In addition, the year warranty that *** *** refers to that is posted on NEPA Pest Control's website, was not available or advertised at the time *** *** signed her initial contractThe warranty was not posted until September of this year when I started using a new product offering called ***Thank you.Regards,John D

November 23, 2015Dear Sirs, In response to [redacted]'s response to our response to her initial complaint ID [redacted] it is unfortunate that there is such a divergence of perception of the facts. Here is the bottom line. The premise in question was treated properly for the infestation. We honored the warranty and went back when there was a complaint of further issues. To date have not been made aware of any further problems at the premise. The house is still under warranty and if further service is needed we have every intention of honoring the warranty and returning to treat again. Thank you for your attention to this matter.Sincerely,John D.

In reference to the complaint #[redacted] submitted by [redacted] there has been a resolution in the matter. [redacted] has had the services performed that she requested. Further, the complaint was based on a misunderstanding and [redacted] will be forwarding a retraction of...

the complaint based on the fact that she agrees it was a misunderstanding. Thank you for your attention to this matter.

I am somewhat surprised by the rejection of the response. The consumer on 7/20/17 let us back in the home and after discussion of a misunderstanding  signed and accepted a new contract and let us treat her home for bedbugs again with an additional one year warranty. The proof of that is attached. If she was so dissatisfied why did she allow us to treat her premise and then turn around and request money back???? Is she trying to get something for free?? The application and process used to treat the premise is the most professional offered and we stand behind our warranty. We will continue to stand behind our warranty. There will be no refunds for services that have already been delivered.

[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:  This response is an outright lie and I will not accept responsibility for Mr D[redacted]'s incompetence and lack of professionalism! Initially he refused to honor the warranty, stating that it wasn't for new tenants and tried to charge me for services, then he was supposed to treat the entire building, which he has not done. Because these bedbugs are known to move throughout the property as they have done at my property, one would think that the "Precise exercise of the process" would involve treating the entire building, which is what I was charged for in the first place and what he agreed to do when the bedbugs returned for the third time! He had claimed to myself thru text message that he was coming to treat the entire building and was going to speak to all of my other tenants to find out if the WHOLE building was infested, which he also failed to do. Then he claims, again to myself thru text message that the tenant with the infestation,  was noncompliant but in his response to my complaint states that he worked together with him and resolved the issues. However, he tries to place all blame on me, that I did not communicate with my tenants and left bags of rubbish around the property? I don't even live at the premises and have no idea what this man is even referring to! I have every text message with Mr D[redacted] as well as my tenants and they were given ample notice of when Mr D[redacted] was scheduled, which was after he tried to get out of his warranty. then I had to contact him and ask if he was coming back for the 2 week follow up treatment, which he replied "I never said I was coming back". Again, this "Precise process" requires a 2 week follow up to eradicate the remaining eggs and Mr D[redacted] had no intentions on even coming back. When he agreed to return, all tenants  in the building were notified by myself of the exact date and time of the appointment and instructions since I copied and pasted the exact instructions sent by Mr D[redacted] to myself and forwarded them to my tenants. However Mr D[redacted] refused to treat the entire building again and only treated one apartment and further verbally abused the tenant asking why he wasn't treating her apartment. Again, I have all communications with Mr D[redacted], proving that he is a liar. He still hasn't treated the other 3 apartments in my building as he stated he would. I would also like to know how 15 minutes of his time total for both apartments is what he justifies as this "precise process" of his.
Regards,
[redacted]