Northeast Pest Control

Case # [redacted] This message is in response to a complaint from Mr***In Mr***'s complaint is dealing with his on-going termite serviceMr [redacted] contracted Northeast to install termite stations, and do an octoborate service in October of Northeast's Termite services consist of installing a numerous baited stations in the ground that termites feed onThe manufacturer recommends checking the stations on an annual basisAt Northeast we check them twice a year (usually spring and fall.) We also do offer free trouble calls in between if the customer should run into a problemAt the end of the initial year, a renewal fee is required to stay on the programThis fee is charged once a year Many companies only use a wood monitoring block in their systems, which require them to be checked more frequently, and takes longer for termite colony elimination to startNortheast uses an actual bait in the system, which requires less checking, and offers quicker eliminationMr [redacted] had called the Northeast Main office expressing that he felt he had not been receiving serviceOne of our CSR's explained to him that he had been serviced back in May of 2016, and on his initial visit on October of 2015, which made up his yearly visitsShe then explained to Mr [redacted] that if he was having a problem, we would be happy to come inspect the stationsShe also mentioned to him that his original year of the contract would be coming to an end, and he was due for renewalMr [redacted] became upset, and did not know why he had to pay an additional feeIt was explained that per his contract, we include a year of service with the initial install, and then a renewal is required on a yearly basis to stay on the programIt was at this point that Mr[redacted] became very angry and the call was passed on to the General Manager The General Manager asked Mr[redacted] to explain his situation, and Mr [redacted] reiterated the same things he had spoken to the CSR aboutThe GM explained the processand how the contract worksMr [redacted] became very hostile, and expressed that he felt like that his problem was not solvedThe GM explained to Mr [redacted] that termites can always be an on-going issue, and that certain soils are more conducive to re-occurring problems, as well as it is possible to have multiple coloniesIt was explained that per his contract he signed a one year contract, and every year it has to be renewedWe require a renewal each year to cover labor and material costsMr [redacted] became very angry said he was not going to pay for the renewal, the GM explained to him that we generally remove the stations when they are not renewed, and told us to come remove them, and did not want service anymore Mr [redacted] also said in his complaint that traps were set wrongI believe Mr [redacted] may be referring the that fact that we moved his visit in the spring visitNortheast will relocate stations from time to time if we are concerned with them getting covered up and being hard for us to find and checkThe stations were moved to a an area that would be more visible for checking We apologize for an inconvenience that Mr[redacted] may have had, and would be happy to try to help him in any way we can, but our termite program does require a renewal each yearWe can provide him with a copy of his contract if needed so he can verify thatIf Mr [redacted] would like to contact us, and allow us to have a full conversation with him, we would certainly like to help him

Mr [redacted] 's complaint should be disreguarded as there is key info left out of his complaint Northeast Pest Control was contracted to do a bed bug service for Mr[redacted] His warranty was daysWarranty however can be voided at anytime if the customer fails to follow the protocols that are neccesary to do a proper serviceNortheast Pest control not only treated during the day period, but also continued to treat for another days beyond thatThe cooperation that Northeast pest control recieved during the process, was severly lackingWhile Northeast Pest Control elimated a lot of the problem, we were unable to completly do treatments, due to the lack of cooperation and following of protocolThe problems that Northeast Pest Control ran into are as follows: Units prep work was not done, so some areas could not be treatedA new tenant was moved in during the treatments, which is against Northeast Pest Control's protocol, unless the furniture and items are inspected before being brought in, owner did not have Northeast do thisThe new tenant would not prep her unit to have treatment done, Northeast Pest Control provided a price to have the prep work done for them by Northeast Pest Control, but Mr[redacted] refused to have that service done, and therefore the unit could not be treatedNortheast Pest Control must treat all units, in order to keep the bed bugs from spreadingOne unit was treated by the tenant with there own chemicals during the process, which is also strictly against protocol, as that can spread the bugs, and make them harder to get rid ofMr [redacted] was made aware of the things we needed him to do, but he refused to do them, and then said he was cancelling service, even though his warranty had already been up for monthsNortheast Pest Control, went out of our way to make sure Mr[redacted] recieved the best service possible, however we make it clear to the Owners that they must do there part and follow protocol, or service will not be succesfulWe believe that this complaint is fraudulent in the manner that Mr[redacted] had many chances to follow the protocol and did not, and that he did put no effort into making sure that Northeast could treat his unit properlyMr[redacted] was given verbal and written directionsHis complaint is unfounded and based upon the fact that he is upset because he paid for a service, but then did not do his part to make sure it could be done properly

Northeast will again respond to Mr[redacted] 's complaint, but the same facts will still remain unchangedMr [redacted] refused to abide by the protocols that were given to him, even after being told that his non-compliance was affecting his serviceAll units were in fact treated, and is another piece of misinformation put forward by Mr[redacted] The fact still remains Mr[redacted] was given extra months of service, at no additional cost,even though his warranty had expired, and refused to cooperateOf course another company came in and solved the problem, as most of the problem was already eradicated, and when the new company came in, Mr[redacted] would have had no other choice, but to follow the protocol, or he would never solve this problemNortheast ended the service with Mr[redacted] months after the warranty expired, once it became clear he had no interest in making the unit ready for treatmentHe moved a new tenant in, while there was an on-going problem, which is against our protocol, if we do not get to inspect the the items being brought in, as well as inspecting the unitAlso furthermore the health department would probably not find Mr[redacted] moving a new tenant into an apartment unit very good, if he believe there was still activity in his buildingWe tried to retreat this unit, but Mr[redacted] refused to have the tenant prep the unit, and would not pay us to make the unit ready for service eitherAt this point our company has no choice but to move onWhen you refused to help yourself, there becomes little we can do to help youWe also find Mr[redacted] story about how our tech said that no one else new what they were doing, to be outrageousWe have a strict policy about not talking about any employee here, and one of our techs is not going to risk losing there job by talking to a landlord who dosn't really care about the tenants to begin withWe find Mr[redacted] 's context about an [redacted] employee fairly offensive also, and is just one more representation of his characterNortheast has responded to seperate charge-backs from Mr[redacted] , and has submitted paperwork to the credit card companies each timeThe bottom line, is Mr[redacted] refused to co-operate, and customers are told up front, the co-operation is the most important part of the serviceYou have to be realistic with youe expectations, companies have to make money toWhen we say we need you to do this, and you refuse, and we have already gone well past your warranty dates, at some point we have to stop servicing you, and we didWe went above and beyond, with a landlord who was un-cooperative Notheast Pest Guaranteed they would resolve y my bed bug issueThey sent a senior guy named Jim who promised he could resolved the situationHe wrote me a quote t to treat all 3apartments and they never Treated all apartments for StartersWhen the Technicians came to treat they said there was no need to treat the two empty apartments because they showed noevidence of Bed bugsBut Jim billed me for treating apartmentsSo Northeast Pest came over times in a month span and the situation was just getting worseMost of the employees they sent were new people they just hired who spent maybe minutes at the apartmentWhen I would go up and check on them to see what they were doing some of them were playing on their phonesI'm willing to bet half the people they sent no longer work for themI had questioned one of NorthEast Pest control staff I think it was on there 5th attempt the Technicians name was Matt J [redacted] and he looked at thework order and looked at all the names of the Techs who showed up to my apartmentHe told some of the people That Northeast Pest sent have no clue about getting rid of bed bugs and one of the Techs just got fired I believe if I remember correctly he told me it was the [redacted] Tech That got firedI wasn't surprised because he was one of the Techs I saw playing on his phone.The Facts are Northeast Pest came and treated and my bed bugsand they never left! There was no change!! It got to the point were the finally spread to the second floor and HAD NO CHOICE and had to call in another PEST control CompanyI called in [redacted] and it was a night and day experience they send over sesaoned professionals who knew how to get rid of bed bugs [redacted] pointed out areas that were completely missedNorthpest never treated the closests, Kitchen area or Back room [redacted] Spent hours treatingI'm lucky if Northeast Pest spent minutes not inculding the time the Techinicians were playing with their phonesI can send you a copy of the Invoice from [redacted] if you like showing I hired another pest company [redacted] was succesfull in Treating!