Dear Customer, We apologize that you are still having issues with bugsWe understand that when treating pests it is possible that when we disrupt the nests you will see an increase in activityWe have come out to your home for paid services on 7/and 8/and a free re-service on 9/As
part of signing up for a 12-month agreement we provided the first service (7/12) for freeThe second paid service was (8/21) was $We understand that because our products are transparent and odorless there can be some concerns about whether a service was performedBecause of this we ask our technicians to document each visit with a photoWe have said documentation for each of the services that were performedAs the service was performed we expect that it will be paid for. If you have any questions or concerns please call our office at 630-425-2070.Thanks, Hawx
Dear Customer,We apologize about the inconvenienceWe received a 4-star review on Friday 9/thanking us for the service and asking if we did the backyardon Monday 9/we send an email explaining the service and that we had done the backyardYou responded on 9/asking that we ring the
doorbell on the following treatmentsWe made a permanent note of the on your accountWe set up a free reservice for you on 10/and our technician gave you a phone call minutes before and also rang the doorbell when he arrived at your home but neither was answeredToday we spoke with you on the phone today 10/and have scheduled a reservice for 10/with our branch manager in charge of the areaWe apologize for any confusion and have attempted to respond quickly and satisfactorily to your messages and phone callsIf there is anything we can do to help you, please call our office at 512-262-4906.Thanks,Hawx
Dear Customer,We are sorry that you have had an increase in pest activity in your homeIt is very common when switching from one company to another to see a temporary increase in bug activity as the pests that previous companies were not getting are now being treatedAs stated before we have photo documentation from your home of each service provided and will not be clearing the invoiceWe are happy to send out a manager to treat again for free in order to provide the peace of mind that the service was done however. If you have any other questions please contact our office at 630-425-2070.Thanks,Hawx
To Whom it may concern, This customer called in to our office questioning the accountAfter reviewing the account and talking to our office manager we removed the second charge of $and closed the account
Customer will no longer receive services and we have waived the cancellation fee of $The account was removed from collections and this should not affect their credit scoreWe apologize for any inconvenienceHawx Pest Control 630-425-
Complaint: ***
I am rejecting this response because: There are many incorrect information providedIt is true that a door to door sales came to my house on June 28,I have it written in my agenda, as well it is true that I was informed that if I wasn't satisfied with the service I can cancel at any time I did and I am sure I called on July at 12:pm and a female agent accepts my cancellation #----- After this I never received a call, a letter by mail ,or an email from the company.If I still had a contract why not send me any type of notification? The month of July,August ,September and almost October went by without any type of contact or notificationUntil In the month of October I called and requested service for Wasp as I mentioned and stated in my complaint I did receive a call from Hawx requesting to schedule service for December and I informed the agent that I have no active account so I refused the serviceI also mentioned to the agent to write a note stating it was canceled and I have no interest of such service This service of December never took place.I was surprised to receive an invoice of the amount of 74.69,so I called the company on December 26, 1:pm ,Dec at 10:and on Dec at 9:When I received back a call and discuss my situation the agent mentioned he will waived the invoiceThe big issue here is that they mention in the email that I never received service from the company in OctoberI ask myself if such service wasn't provided ,why when I discuss the invoice and the reason of my cancellation and I refer to the issues of Octobers' service the agent mentioned that the young man who came to provide me with the service in October who's name is "_____" is one of his best service guyHum! I received a call today at 11:from a HAWX agent in reference of a balanceI returned the called and provide the agent with what I believed about the account ,she mentioned that she will connect me with the correct person .After having me in hold for some time ,she returned to the phone and mentioned that the agent had walked out and that he will called backI am still waiting Pleaseif you are to call me, call my cell after 3:I will appreciate it ! I have many questions that I would like to ask and receive answersThere are many things that are not clearMy account was cancelled and I did not authorize anyone to re-open it after months of cancellation nor service I really appreciate your time and I look forward to end this Thank you
Dear *** ***,We are sorry to hear about your frustrationsIt looks like the reason you are wanting to cancel is because you are unsatisfied with servicesAfter reviewing your account and talking with our General Manager we have a few things that we can offerWhen you spoke with him in
September you both agreed to remove the service charge for your August service of $and do the reserviceIf you were unhappy with the reservice you were to let us know, we did not hear from you until December when you received notification of your appointment remindersIf at any time you were unhappy with services, we were happy to reservice your property at no additional chargeWhen signing up for our services you signed a one-year service agreement, with services on that planYou have received out of the servicesIf you wish to cancel prior to fulfilling your agreement, as stated in your service agreement you agree to give back the discount given on the initial serviceAn initial service has a minimum cost of $229, you received this service at no chargeIf you would like to maintain the service agreement and receive your last services, we can lower your rate to $a serviceIf you would like to cancel we would like to waive your discount given on your initial service, however we would request that the $be paid since we have performed services on your property at no chargeWe look forwarding to hearing from you, and hope that with this response both parties can be satisfied.Thank you,Hawx Services
***,We apologize about the frustrationsIt looks like you have been emailing and talking to our office to come to a resolution and the refund was submittedPlease let us know if you have further questions or concerns.Thank you,Hawx Services
*** ***,We are sorry to hear that you feel as if you have not received communication from our companyThe email we have on file to send you notifications to is***and the phone number we send text message notifications to is ###-###-####Below we have listed all the emails and dates in which we have sent as well as any phone communication we have on file. -May 20th, 1:06PM email appointment reminder sent for May 22nd, service.-May 22nd, 5:41PM email service notification for completed initial service.-June 1st, 7:49AM we received an email to give you a call, when called we set up a reservice appointment for June 8th, 2017, that appointment was not able to be performed and was rescheduled for June 13th, 2017.-June 13th, 7:34PM email service notification for completed reservice. -June 20th, 12:38PM email service appointment reminder sent for June 22nd, service.-June 20th, 12:PM text service appointment reminder sent for June 22nd, service. -June 21st, 7:39AM we received a reply to your service notification reminder for June 22nd, stating the following: "You are coming outtomorrowand I still have mosquitoesIf you cannot control them them I will be forced to terminate our agreement.Thanks,"We then replied stating you were only on pest, mosquito is an add on service, we did not hear back to this reply. -June 22nd, 1:51PM email servicenotification for completed service. -July 2nd, 6:52PM we received an email stating the following: "I am hereby terminating my pest control agreement for *** *** *** *** *** *** *** ** ***Your service has not delivered the results I was promisedPlease acknowledge receipt of this cancellation and do not charge my credit card from this day forward.Thanks," in reply we said: "***, We are sorry to hear that you no longer wish to receive service from HawxWe have cancelled any upcoming appointments, and sent your request to cancel to our cancellation departmentA team member will contact you to confirm the closure of your accountThank you,"-July 6th, 10:08AM a voicemail was left for you to call us back regarding your concerns with your account. -September 23rd 2017, 1:47PM the following email was sent: "Dear Valued Customer, A little while back, we received a request to close down your accountUnfortunately, there are a few items we needed to clear up with you before the account could have been closedWe’ve tried to reach you by phone multiple times to try and follwith you and unfortunately, after multiple attempts, we couldn’t get a hold of you. Because we have yet to hear back from you, the temporary hold we had on your account has expiredYour account is now active.If you have any questions please feel free to contact us anytimeWe look forward to keeping you pest-free. Sincerely, Hawx Services Protecting Health and Property."-November 30th, 12:30PM email service appointment reminder sent for December 7th, service.-November 30th, 12:46PM text service appointment reminder sent for December 7th, service. -December 7th, 3:15PM email service notification for completed service.-December 10th, 4:09PM we received an email reply to the completed service notification stating the following "I canceled this service in May of last year. Thanks,"-December 10th, 4:11PM we received an email reply requesting charges to be refunded for the completed service"I cancelled this service, please reverse these charges. Thanks," Before being able to reply to your emails since we were closed when they were received Mrs*** had called in and talked to a Manager.-December 11th, 10:18AM we received a call from MrsMay requesting a ManagerThe call was transferred to our Customer Solutions Manager Matthew, he explained why your home was serviced and that we have sent all of the notifications listed aboveThey went over the service agreement and discount given on the initial serviceShe asked us to send the service agreement and invoice and the call was ended.-December 11th, 10:29AM email of account balance was sent of $for your discount given on the initial service like explained to Mrs***.-December 18th, 2:13PM a paper statement of your account balance was mailed to your home. -January 2nd, 4:24PM text "This is a friendly reminder that you have a payment due of Please login to hawx.pestportals.com username:*** password:***."-January 9th, 3:19PM voicemail was left following up with concerns on your account.-January 10th, 3:14PM email of account balance was sent.-January 10th, 3:PM a paper statement of your account balance was mailed to your home. -January 22nd, 3:40PM text "IMPORTANT NOTICE This is reminder that you have a payment due of Please login to hawx.pestportals.com username:*** password:***."We have also attached a copy of your signed service agreement as well as a copy of your service notifications you received via email from the times of servicesWe feel as if we have had open communicationWhat we can do in order to try and come to a resolution is change your plan from Bi-Monthly of services to Quarterly of services, since you have already received services you would have remainingYour rate is $89+tax but we can lower it to $79+tax for those last two servicesAll our pest services are warrantied so any time you are unhappy or have any issues we will come out at no additional chargeOr we can cut your discount given on the initial service in half making your account balance $($125.50+tax)We hope that with all the information we have provided today we can come to a resolutionWe look forward to hearing from you!
We have customers who have these systems installed in their walls and still sign up, because they would prefer our service over the systemIt is not up to our sales rep to decide for you which pest control method you prefer, and if you didn't tell him that you have the system installed, it's left
to assume that you wanted our serviceWe will cancel the account but we will not refund services that were rendered before we were alerted to stop service, which is more than fair given the fact that you were also given a major discount off of our price at the beginning of our service agreementThank you for your time and I wish you the best in the future
*** ***, We are sorry to hear of your frustrations with your accountIt looks like there was miscommunication with your sales representative LandonFor our Bi-Monthly service our lowest rate we can honor is $because of the cost of servicingWhen signing up for services a PDF
service agreement was emailed to ***, on August 16th at 7:43PMThis email may have gone into your spam folderWe can provide initial services at a lower rate when someone agrees to a year or more of servicesYou are signed up for our Bi-Monthly service, which includes servicesYou have completed of the services, we can move your account to a Quarterly service of services at $a service for the last services if that pricing will help you betterWhen signing our service agreement, you agree to allow us to treat your home while no one is home, in which we trust our service professionals to do their full service you are paying forIf at any point you are not satisfied with the service or are having problems, we warranty servicesWe can send a service professional back to retreat your problem areasAttached is a copy of your service agreement for your reviewWe hope that with the options we have provided we can come to an agreementWe look forward to hearing from youThank you, Hawx Services
Hello ***, My name is James, and I am the branch manager here in StLouisLet me be the first to say that I am equally frustrated with the sales rep who has mislead not just you, but us as well, by selling a double service contract for $I take this seriously and I will be speaking with this sales rep to make sure he doesn't do this in the futureAs far as what's fair to both of us; I do believe that the new amount to exit the contract that was given to you is fair, as it covers the technicians wage, the commission we paid the sales rep (which we have already paid him, unfortunately), the wage of the office staff that spent time building the schedules, the cost of fuel, equipment, chemical, etc....the list could go on to bore us half to death but simply put, everything that this company is, is paid for in small portion by each service that we doNow, I can definitely understand how you feel like you have been lied to and that we don't deserve your sympathy, I am also a consumer and I know it's important to be able to trust the people you buy from; so I'll make you a dealIf you could please satisfy the contract by paying the lowered $price that was given, I'll come out personally even though you're cancelling service, and provide one last service to make sure that we did the best job we could to kill the bugs on your propertyI hope you find that deal worth it, and I hope that we can redeem the poor decisions that our sales rep made in his dealing with youMy sincerest apologies for that! I hope to hear back from you soon, thank you
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
Sincerely,
*** ***
Hello,I am very sorry to find out about thisWe do absolutely do not wish to be deceptive in our business practice and I thank you for bringing this to my attentionI will contact the office an see about giving you a better option that what you have been givenI do not condone any of our sales
reps to be dishonest in their attempts to sell our services, and we will be speaking with your sales rep regarding his actionsWe will contact you with a solution to your account soon, and again, thank you for your honesty. RegardsJames S***,Branch Manager
Dear Customer,We apologize for any miscommunication that occurred. We have spoken over the phone and an agreement was reached on 9/14. It was explained that under the agreement you will receive free treatments if you have any problems with bugs between scheduled services. The first and second...
services are scheduled one month apart in order to eliminate the nests on the yard. Following the second service we come out every three months. Between those scheduled service you can receive as many free services as needed until you are satisfied. You were charged for our first service at the end of July and for your second service one month later at the end of August. We had no communication from you about your issues with spiders. If we would have been communicated the issue, we would have come out to treat your home again for free as you were promised, no questions asked. When you signed up with our services you agreed to a 12 month contract and that you would pay $129 for cancelling early. We waived that fee and did not charge a penny for breaking the contract. We have been more than fair to you. There were no mistakes made about the charges on your account. We also waived a $129 charge that you agreed to and should have been charged because we wanted to help you out. If you have any other questions or concerns please call our office at 314-474-5900.Thanks,Hawx
Dear Customer,On 5/11/17 our technician arrived and preformed a service on the interior of your home as well as the attic for general pests. In addition to the inside they also granulated 15 ft. into your yard, sprayed the perimeter and dusted the eaves for wasps. The reason you were unable to smell...
the spray after the service is because we use very advanced products that are odorless. We preformed the service as it was promised. In our attempts to reach you we have not had any response. After not being able to contact you we left a message explaining the whole situation and asking you to call us back because we wanted to make sure you knew we were going to work with you and figure everything out. We are a very honest and reasonable company that is more than happy to work with you. We believe we have held up our end of the agreement but are hoping for a phone call to make sure everything is resolved with you. Thank you for your business and understanding.-Hawx
[redacted],We are sorry to hear of your frustrations with our services. At this time your account has been closed without further penalty. We show you talked to our account manager Natalie prior to submitting this complaint and we complied with your request. We apologize for any miscommunication that has...
taken place. Please let us know if you have further questions or concerns.Thank you,Hawx Services
Complaint: [redacted]
I am rejecting this response because:After multiple times of telling them to call before coming they still didn’t call. This is evident in how many times you attempted to service the home and no one was home. Because you wouldn’t call! Your manager or whoever finally came out to the house after cancelling multiple times on us and he was the most unprofessional employee. It was very obvious he was annoyed he was even at our house. Furthermore you don’t mention how many times we tried to call and resolve the issues and horrible problems every time. You guys don’t say what you will do period. The things you did list out were because you never do what you say you’ll do!!! You our give me my last 2 services for 50% off plus a mosquito treatment free of charge or you let me out of my contract without trying to make me pay the cancellation fee. If you charge for something it’s up to you to hold up your end of the bargain for that fee. You haven’t and multiple times didn’t do what you say. We are here now because of that. Thata my final offer.
Sincerely,
[redacted]
Dear Customer, We apologize about any miscommunication. After an investigation we have decided to close down your account. We apologize and do believe it was an honest human error and nothing malicious. We apologize again and have closed your account.Thanks,Hawx
Dear customer,We apologize that the services promised were not completed and would like to send someone out at our expense to do it for free. As discussed over the phone, the initial service on 7/12 was for general pest and the service on 7/13 was only for the free mosquito promotion we gave you for signing up and not for general pest. We apologize that we did not provide the service you expected and would love to correct the issue. We have only preformed one general pest service however, not two. We have tried to fix any mistakes and have been more than fair in our dealings with you and have provided more than reasonable options which were all declined. If there is anything else we can do for you please let us know.Thanks, Hawx
Dear [redacted], We are sorry to hear about your frustrations. It looks like the reason you are wanting to cancel is because feel no need for the services, as well as you only wanted a one-time service. The reason you are not seeing any pest activity is because of the barrier we have made on...
your home. It is essential to maintain that barrier, so you will not have activity of pest. We have tried reaching out but were unsuccessful on October 12th, November 2nd, and November 10th to help further with your account. We have removed the service charge of $85 from your November 13th service. However, when you signed up for services on August 1st you agreed to a one-year service agreement including 5 services, at this time you have received 2 of the 5 services. When the service professional performed your initial service on August 3rd they went over a Welcome Letter to make sure you understood our service plan. We have attached both your signed service agreement and welcome letter. As stated in your service agreement if you wish to cancel prior to fulfilling the agreement you agree to give back the discount given on the initial service. An initial service has a minimum service charge of $229, you received this service for free. If you wish to cancel we would need the discount given back to be paid in full. We would like to offer to resume services for the last three services at $79 a service. We look forward to hearing from you, and hope that we can satisfy both parties with this response. Have a great day.Thank you,Hawx Services
Dear Customer, We apologize that you are still having issues with bugsWe understand that when treating pests it is possible that when we disrupt the nests you will see an increase in activityWe have come out to your home for paid services on 7/and 8/and a free re-service on 9/As
part of signing up for a 12-month agreement we provided the first service (7/12) for freeThe second paid service was (8/21) was $We understand that because our products are transparent and odorless there can be some concerns about whether a service was performedBecause of this we ask our technicians to document each visit with a photoWe have said documentation for each of the services that were performedAs the service was performed we expect that it will be paid for. If you have any questions or concerns please call our office at 630-425-2070.Thanks, Hawx
Dear Customer,We apologize about the inconvenienceWe received a 4-star review on Friday 9/thanking us for the service and asking if we did the backyardon Monday 9/we send an email explaining the service and that we had done the backyardYou responded on 9/asking that we ring the
doorbell on the following treatmentsWe made a permanent note of the on your accountWe set up a free reservice for you on 10/and our technician gave you a phone call minutes before and also rang the doorbell when he arrived at your home but neither was answeredToday we spoke with you on the phone today 10/and have scheduled a reservice for 10/with our branch manager in charge of the areaWe apologize for any confusion and have attempted to respond quickly and satisfactorily to your messages and phone callsIf there is anything we can do to help you, please call our office at 512-262-4906.Thanks,Hawx
Dear Customer,We are sorry that you have had an increase in pest activity in your homeIt is very common when switching from one company to another to see a temporary increase in bug activity as the pests that previous companies were not getting are now being treatedAs stated before we have photo documentation from your home of each service provided and will not be clearing the invoiceWe are happy to send out a manager to treat again for free in order to provide the peace of mind that the service was done however. If you have any other questions please contact our office at 630-425-2070.Thanks,Hawx
To Whom it may concern, This customer called in to our office questioning the accountAfter reviewing the account and talking to our office manager we removed the second charge of $and closed the account
Customer will no longer receive services and we have waived the cancellation fee of $The account was removed from collections and this should not affect their credit scoreWe apologize for any inconvenienceHawx Pest Control 630-425-
Complaint: ***
I am rejecting this response because: There are many incorrect information providedIt is true that a door to door sales came to my house on June 28,I have it written in my agenda, as well it is true that I was informed that if I wasn't satisfied with the service I can cancel at any time I did and I am sure I called on July at 12:pm and a female agent accepts my cancellation #----- After this I never received a call, a letter by mail ,or an email from the company.If I still had a contract why not send me any type of notification? The month of July,August ,September and almost October went by without any type of contact or notificationUntil In the month of October I called and requested service for Wasp as I mentioned and stated in my complaint I did receive a call from Hawx requesting to schedule service for December and I informed the agent that I have no active account so I refused the serviceI also mentioned to the agent to write a note stating it was canceled and I have no interest of such service This service of December never took place.I was surprised to receive an invoice of the amount of 74.69,so I called the company on December 26, 1:pm ,Dec at 10:and on Dec at 9:When I received back a call and discuss my situation the agent mentioned he will waived the invoiceThe big issue here is that they mention in the email that I never received service from the company in OctoberI ask myself if such service wasn't provided ,why when I discuss the invoice and the reason of my cancellation and I refer to the issues of Octobers' service the agent mentioned that the young man who came to provide me with the service in October who's name is "_____" is one of his best service guyHum! I received a call today at 11:from a HAWX agent in reference of a balanceI returned the called and provide the agent with what I believed about the account ,she mentioned that she will connect me with the correct person .After having me in hold for some time ,she returned to the phone and mentioned that the agent had walked out and that he will called backI am still waiting Pleaseif you are to call me, call my cell after 3:I will appreciate it ! I have many questions that I would like to ask and receive answersThere are many things that are not clearMy account was cancelled and I did not authorize anyone to re-open it after months of cancellation nor service I really appreciate your time and I look forward to end this Thank you
Dear *** ***,We are sorry to hear about your frustrationsIt looks like the reason you are wanting to cancel is because you are unsatisfied with servicesAfter reviewing your account and talking with our General Manager we have a few things that we can offerWhen you spoke with him in
September you both agreed to remove the service charge for your August service of $and do the reserviceIf you were unhappy with the reservice you were to let us know, we did not hear from you until December when you received notification of your appointment remindersIf at any time you were unhappy with services, we were happy to reservice your property at no additional chargeWhen signing up for our services you signed a one-year service agreement, with services on that planYou have received out of the servicesIf you wish to cancel prior to fulfilling your agreement, as stated in your service agreement you agree to give back the discount given on the initial serviceAn initial service has a minimum cost of $229, you received this service at no chargeIf you would like to maintain the service agreement and receive your last services, we can lower your rate to $a serviceIf you would like to cancel we would like to waive your discount given on your initial service, however we would request that the $be paid since we have performed services on your property at no chargeWe look forwarding to hearing from you, and hope that with this response both parties can be satisfied.Thank you,Hawx Services
***,We apologize about the frustrationsIt looks like you have been emailing and talking to our office to come to a resolution and the refund was submittedPlease let us know if you have further questions or concerns.Thank you,Hawx Services
*** ***,We are sorry to hear that you feel as if you have not received communication from our companyThe email we have on file to send you notifications to is***and the phone number we send text message notifications to is ###-###-####Below we have listed all the emails and dates in which we have sent as well as any phone communication we have on file. -May 20th, 1:06PM email appointment reminder sent for May 22nd, service.-May 22nd, 5:41PM email service notification for completed initial service.-June 1st, 7:49AM we received an email to give you a call, when called we set up a reservice appointment for June 8th, 2017, that appointment was not able to be performed and was rescheduled for June 13th, 2017.-June 13th, 7:34PM email service notification for completed reservice. -June 20th, 12:38PM email service appointment reminder sent for June 22nd, service.-June 20th, 12:PM text service appointment reminder sent for June 22nd, service. -June 21st, 7:39AM we received a reply to your service notification reminder for June 22nd, stating the following: "You are coming outtomorrowand I still have mosquitoesIf you cannot control them them I will be forced to terminate our agreement.Thanks,"We then replied stating you were only on pest, mosquito is an add on service, we did not hear back to this reply. -June 22nd, 1:51PM email servicenotification for completed service. -July 2nd, 6:52PM we received an email stating the following: "I am hereby terminating my pest control agreement for *** *** *** *** *** *** *** ** ***Your service has not delivered the results I was promisedPlease acknowledge receipt of this cancellation and do not charge my credit card from this day forward.Thanks," in reply we said: "***, We are sorry to hear that you no longer wish to receive service from HawxWe have cancelled any upcoming appointments, and sent your request to cancel to our cancellation departmentA team member will contact you to confirm the closure of your accountThank you,"-July 6th, 10:08AM a voicemail was left for you to call us back regarding your concerns with your account. -September 23rd 2017, 1:47PM the following email was sent: "Dear Valued Customer, A little while back, we received a request to close down your accountUnfortunately, there are a few items we needed to clear up with you before the account could have been closedWe’ve tried to reach you by phone multiple times to try and follwith you and unfortunately, after multiple attempts, we couldn’t get a hold of you. Because we have yet to hear back from you, the temporary hold we had on your account has expiredYour account is now active.If you have any questions please feel free to contact us anytimeWe look forward to keeping you pest-free. Sincerely, Hawx Services Protecting Health and Property."-November 30th, 12:30PM email service appointment reminder sent for December 7th, service.-November 30th, 12:46PM text service appointment reminder sent for December 7th, service. -December 7th, 3:15PM email service notification for completed service.-December 10th, 4:09PM we received an email reply to the completed service notification stating the following "I canceled this service in May of last year. Thanks,"-December 10th, 4:11PM we received an email reply requesting charges to be refunded for the completed service"I cancelled this service, please reverse these charges. Thanks," Before being able to reply to your emails since we were closed when they were received Mrs*** had called in and talked to a Manager.-December 11th, 10:18AM we received a call from MrsMay requesting a ManagerThe call was transferred to our Customer Solutions Manager Matthew, he explained why your home was serviced and that we have sent all of the notifications listed aboveThey went over the service agreement and discount given on the initial serviceShe asked us to send the service agreement and invoice and the call was ended.-December 11th, 10:29AM email of account balance was sent of $for your discount given on the initial service like explained to Mrs***.-December 18th, 2:13PM a paper statement of your account balance was mailed to your home. -January 2nd, 4:24PM text "This is a friendly reminder that you have a payment due of Please login to hawx.pestportals.com username:*** password:***."-January 9th, 3:19PM voicemail was left following up with concerns on your account.-January 10th, 3:14PM email of account balance was sent.-January 10th, 3:PM a paper statement of your account balance was mailed to your home. -January 22nd, 3:40PM text "IMPORTANT NOTICE This is reminder that you have a payment due of Please login to hawx.pestportals.com username:*** password:***."We have also attached a copy of your signed service agreement as well as a copy of your service notifications you received via email from the times of servicesWe feel as if we have had open communicationWhat we can do in order to try and come to a resolution is change your plan from Bi-Monthly of services to Quarterly of services, since you have already received services you would have remainingYour rate is $89+tax but we can lower it to $79+tax for those last two servicesAll our pest services are warrantied so any time you are unhappy or have any issues we will come out at no additional chargeOr we can cut your discount given on the initial service in half making your account balance $($125.50+tax)We hope that with all the information we have provided today we can come to a resolutionWe look forward to hearing from you!
We have customers who have these systems installed in their walls and still sign up, because they would prefer our service over the systemIt is not up to our sales rep to decide for you which pest control method you prefer, and if you didn't tell him that you have the system installed, it's left
to assume that you wanted our serviceWe will cancel the account but we will not refund services that were rendered before we were alerted to stop service, which is more than fair given the fact that you were also given a major discount off of our price at the beginning of our service agreementThank you for your time and I wish you the best in the future
*** ***, We are sorry to hear of your frustrations with your accountIt looks like there was miscommunication with your sales representative LandonFor our Bi-Monthly service our lowest rate we can honor is $because of the cost of servicingWhen signing up for services a PDF
service agreement was emailed to ***, on August 16th at 7:43PMThis email may have gone into your spam folderWe can provide initial services at a lower rate when someone agrees to a year or more of servicesYou are signed up for our Bi-Monthly service, which includes servicesYou have completed of the services, we can move your account to a Quarterly service of services at $a service for the last services if that pricing will help you betterWhen signing our service agreement, you agree to allow us to treat your home while no one is home, in which we trust our service professionals to do their full service you are paying forIf at any point you are not satisfied with the service or are having problems, we warranty servicesWe can send a service professional back to retreat your problem areasAttached is a copy of your service agreement for your reviewWe hope that with the options we have provided we can come to an agreementWe look forward to hearing from youThank you, Hawx Services
Hello ***, My name is James, and I am the branch manager here in StLouisLet me be the first to say that I am equally frustrated with the sales rep who has mislead not just you, but us as well, by selling a double service contract for $I take this seriously and I will be speaking with this sales rep to make sure he doesn't do this in the futureAs far as what's fair to both of us; I do believe that the new amount to exit the contract that was given to you is fair, as it covers the technicians wage, the commission we paid the sales rep (which we have already paid him, unfortunately), the wage of the office staff that spent time building the schedules, the cost of fuel, equipment, chemical, etc....the list could go on to bore us half to death but simply put, everything that this company is, is paid for in small portion by each service that we doNow, I can definitely understand how you feel like you have been lied to and that we don't deserve your sympathy, I am also a consumer and I know it's important to be able to trust the people you buy from; so I'll make you a dealIf you could please satisfy the contract by paying the lowered $price that was given, I'll come out personally even though you're cancelling service, and provide one last service to make sure that we did the best job we could to kill the bugs on your propertyI hope you find that deal worth it, and I hope that we can redeem the poor decisions that our sales rep made in his dealing with youMy sincerest apologies for that! I hope to hear back from you soon, thank you
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
Sincerely,
*** ***
Hello,I am very sorry to find out about thisWe do absolutely do not wish to be deceptive in our business practice and I thank you for bringing this to my attentionI will contact the office an see about giving you a better option that what you have been givenI do not condone any of our sales
reps to be dishonest in their attempts to sell our services, and we will be speaking with your sales rep regarding his actionsWe will contact you with a solution to your account soon, and again, thank you for your honesty. RegardsJames S***,Branch Manager
Dear Customer,We apologize for any miscommunication that occurred. We have spoken over the phone and an agreement was reached on 9/14. It was explained that under the agreement you will receive free treatments if you have any problems with bugs between scheduled services. The first and second...
services are scheduled one month apart in order to eliminate the nests on the yard. Following the second service we come out every three months. Between those scheduled service you can receive as many free services as needed until you are satisfied. You were charged for our first service at the end of July and for your second service one month later at the end of August. We had no communication from you about your issues with spiders. If we would have been communicated the issue, we would have come out to treat your home again for free as you were promised, no questions asked. When you signed up with our services you agreed to a 12 month contract and that you would pay $129 for cancelling early. We waived that fee and did not charge a penny for breaking the contract. We have been more than fair to you. There were no mistakes made about the charges on your account. We also waived a $129 charge that you agreed to and should have been charged because we wanted to help you out. If you have any other questions or concerns please call our office at 314-474-5900.Thanks,Hawx
Dear Customer,On 5/11/17 our technician arrived and preformed a service on the interior of your home as well as the attic for general pests. In addition to the inside they also granulated 15 ft. into your yard, sprayed the perimeter and dusted the eaves for wasps. The reason you were unable to smell...
the spray after the service is because we use very advanced products that are odorless. We preformed the service as it was promised. In our attempts to reach you we have not had any response. After not being able to contact you we left a message explaining the whole situation and asking you to call us back because we wanted to make sure you knew we were going to work with you and figure everything out. We are a very honest and reasonable company that is more than happy to work with you. We believe we have held up our end of the agreement but are hoping for a phone call to make sure everything is resolved with you. Thank you for your business and understanding.-Hawx
[redacted],We are sorry to hear of your frustrations with our services. At this time your account has been closed without further penalty. We show you talked to our account manager Natalie prior to submitting this complaint and we complied with your request. We apologize for any miscommunication that has...
taken place. Please let us know if you have further questions or concerns.Thank you,Hawx Services
Complaint: [redacted]
I am rejecting this response because:After multiple times of telling them to call before coming they still didn’t call. This is evident in how many times you attempted to service the home and no one was home. Because you wouldn’t call! Your manager or whoever finally came out to the house after cancelling multiple times on us and he was the most unprofessional employee. It was very obvious he was annoyed he was even at our house. Furthermore you don’t mention how many times we tried to call and resolve the issues and horrible problems every time. You guys don’t say what you will do period. The things you did list out were because you never do what you say you’ll do!!! You our give me my last 2 services for 50% off plus a mosquito treatment free of charge or you let me out of my contract without trying to make me pay the cancellation fee. If you charge for something it’s up to you to hold up your end of the bargain for that fee. You haven’t and multiple times didn’t do what you say. We are here now because of that. Thata my final offer.
Sincerely,
[redacted]
Dear Customer, We apologize about any miscommunication. After an investigation we have decided to close down your account. We apologize and do believe it was an honest human error and nothing malicious. We apologize again and have closed your account.Thanks,Hawx
Dear customer,We apologize that the services promised were not completed and would like to send someone out at our expense to do it for free. As discussed over the phone, the initial service on 7/12 was for general pest and the service on 7/13 was only for the free mosquito promotion we gave you for signing up and not for general pest. We apologize that we did not provide the service you expected and would love to correct the issue. We have only preformed one general pest service however, not two. We have tried to fix any mistakes and have been more than fair in our dealings with you and have provided more than reasonable options which were all declined. If there is anything else we can do for you please let us know.Thanks, Hawx
Dear [redacted], We are sorry to hear about your frustrations. It looks like the reason you are wanting to cancel is because feel no need for the services, as well as you only wanted a one-time service. The reason you are not seeing any pest activity is because of the barrier we have made on...
your home. It is essential to maintain that barrier, so you will not have activity of pest. We have tried reaching out but were unsuccessful on October 12th, November 2nd, and November 10th to help further with your account. We have removed the service charge of $85 from your November 13th service. However, when you signed up for services on August 1st you agreed to a one-year service agreement including 5 services, at this time you have received 2 of the 5 services. When the service professional performed your initial service on August 3rd they went over a Welcome Letter to make sure you understood our service plan. We have attached both your signed service agreement and welcome letter. As stated in your service agreement if you wish to cancel prior to fulfilling the agreement you agree to give back the discount given on the initial service. An initial service has a minimum service charge of $229, you received this service for free. If you wish to cancel we would need the discount given back to be paid in full. We would like to offer to resume services for the last three services at $79 a service. We look forward to hearing from you, and hope that we can satisfy both parties with this response. Have a great day.Thank you,Hawx Services