North Wind Creations

I believe there was a miscommunication between the tenants and the owners, [redacted] We contacted the tenant, [redacted] ***, on 04/20/to schedule service, and they told us that they would not be homeShe indicated that she would like us to spray the exterior since that was where they were seeing most of the activityOne of our service managers sprayed the exterior and also treated with a granular ant bait around the perimeter of the structureA copy of the service report was left on the side door and was also emailed to the tenant at her email [redacted] The initial treatment was covered by a 30-day guarantee that included unlimited additional treatments during that timeWe received a call from the tenant on 05/11/because she said they were still seeing a lot of outdoor ant activityAgain, the tenant indicated that she would not be able to be home during treatment, but that she wanted us to spray the outsideThis exterior treatment was performed on 05/12/We did not receive any more complaints or requests for service until [redacted] called on 05/30, after the 30-day warranty was upOur CSR informed [redacted] that the property was no longer covered under the 30-day warranty, and that we would be happy to offer them an ongoing service contract to keep the ants under controlHe said that he would think about it and call us backIf, at any point during the process, the tenants or [redacted] had expressed their displeasure with the service or doubts about the thoroughness of the treatment, we would have gladly sent someone back out to retreat or rectify the situation in whatever way was appropriateInstead, they hired another firm, who were able to eliminate the ants with an additional treatment (it should be noted that it often takes time for chemicals to spread throughout an ant colony before it is eliminated, and that the colony would have likely been eliminated without an additional treatment)Since the customer seemed to have a very bad experience, we have reversed the credit card payment with our apologies (see attached receipt)I only wish we had been given a fair opportunity to rectify the situation in the first place

I believe there was a miscommunication between the tenants and the owners, [redacted]. We contacted the tenant, [redacted], on 04/20/2017 to schedule service, and they told us that they would not be home. She indicated that she would like us to spray the exterior since that was where...

they were seeing most of the activity. One of our service managers sprayed the exterior and also treated with a granular ant bait around the perimeter of the structure. A copy of the service report was left on the side door and was also emailed to the tenant at her email [redacted]. The initial treatment was covered by a 30-day guarantee that included unlimited additional treatments during that time. We received a call from the tenant on 05/11/2017 because she said they were still seeing a lot of outdoor ant activity. Again, the tenant indicated that she would not be able to be home during treatment, but that she wanted us to spray the outside. This exterior treatment was performed on 05/12/2017. We did not receive any more complaints or requests for service until [redacted] called on 05/30, after the 30-day warranty was up. Our CSR informed [redacted] that the property was no longer covered under the 30-day warranty, and that we would be happy to offer them an ongoing service contract to keep the ants under control. He said that he would think about it and call us back. If, at any point during the process, the tenants or [redacted] had expressed their displeasure with the service or doubts about the thoroughness of the treatment, we would have gladly sent someone back out to retreat or rectify the situation in whatever way was appropriate. Instead, they hired another firm, who were able to eliminate the ants with an additional treatment (it should be noted that it often takes time for chemicals to spread throughout an ant colony before it is eliminated, and that the colony would have likely been eliminated without an additional treatment). Since the customer seemed to have a very bad experience, we have reversed the credit card payment with our apologies (see attached receipt). I only wish we had been given a fair opportunity to rectify the situation in the first place.