Official Pest Prevention, Inc.

Thank you for your response dated September 9, 2015 adn being a mediator between myself and business, Official Pest Prevention. For privacy reason, I refuse to provide my personal e-mail to above named business. In a regular business billing process, in this particular scenario, they could send me a statement with the adjustment/credit to show that my account has zero balance. If business, Official Pest Prevention billing office unable to send me a corrected statement, I will hold on to this letter of yours, Mr. Luong dated September 9, 2015 as proof that my account with them has been cancelled and has a zero balance. Again, thank you Mr. Luong for all your time assisting and listening to me as a consumer.Sincerely and in good health,[redacted]

On November 25, 2014 [redacted] signed a one year contract for pest control service.  On December 3, 2014 our company performed the first service per contract agreement. On January 9,2015 we returned to spray the front and backyard (unlocked gate). After 7 months of no payment we...

sent the account to a collection agency. If there is any assistance your agency can provide we be much appreciated.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I seem to have no choice in this matter that I feel we where missled in to a contract we did not want to begin with they came into the neighborhood and stired up bugs from my surroundings now they should at least fix that problemTruly not happy

We respectfully disagree with Ms. [redacted]'s version of events.  Per her request we have cancelled the account and removed all outstanding charges despite the fact that we have performed work that we have not been paid for.  We consider this matter closed and would never do business with this customer again or recommend them to any company in our industry.

On 4-22-2015, [redacted] signed a one year pest control service agreement.  The agreement called for five services to be performed by our company.  The first for $49, and the remaining four for $99 each.  To date, [redacted] has received four of the five services required by the...

contract.  Payment of the agreed upon service fees have been a constant struggle with this customer.  We have attempted to collect the amount owed on several occasions and been met with significant resistance and hostility.  In addition to the final service that has been refused, the customer has a past due balance that is over 90 days late.  Our attempts to schedule this final service have been refused and we are currently preparing to send the account to an outside collection agency.  Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.   We are willing to solve any pest problems the customer may have.  Our guarantee states that we return free of charge between the regularly scheduled services however we have not had a retreat request since July of 2014 from this customer.  If the customer has problems we can return at no charge today to do whatever is needed.  Please find the original service agreement attached to this email.

Per this customer's request we have already removed the $89 charge as requested.  We have also given this customer the option of having us return at no additional charge to correct any problems that they are having.  At the time of sale, we advised this customer that their problem would...

likely require more than the two service package that they purchased, however the customer insisted that two services were all that they wanted.  Now, after they still have a cockroach problem they are upset and have complained to your agency as if we have done something wrong.  Pest problems often require multiple applications to control.  The fact that cockroaches don't disappear after one or two services should not be a surprise.  Depending on the circumstances it can take months of treatment.  In this situation we would recommend monthly service for a minimum of one year -- but with another company.  We are not willing to do business with this customer again.  I wish there were a place for businesses to complain about a consumer and to seek protection against mistreatment by them.

When customers have a pest problem we are always willing to return at no additional charge and fix the issue.  We stand behind our work and are willing to retreat the home until Ms [redacted] and her husband are satisfied.  Pest control is an on going process.  The desired results take...

time.  As a new customer, Ms. [redacted] should see the "pest" situation improve with each application.  On 6-8-2015 [redacted] signed a one year agreement for pest control services and promised to pay $49 for the first application in 30 days.  To date the thirty day period has passed and we have not received payment -- any payment.  Currently we are trying to collect a past due balance of $148.  If payment is not received we will have no choice but to refer the matter to an outside agency for credit reporting and possible legal action.  Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.     Enclosed please find the one year service agreement signed by [redacted].

I am rejecting this response because:  I believe that I did NOT receive service in November.  In every service call in the past, an envelope has been left on my door stating that the tech had been here.  I did not receive a notice.  I did NOT receive the requested 24 hour notice.  I did NOT receive a return call or message in August when the tech came and could not spray the back yard because the gate was locked and I had not received the 24 hr notice that I had requested.  People do work during their service hours and have to make arrangements to let them in and make sure pets are out of the way.  When I finally got a pick up at the office, I was told that I was called back but a message could not be left.  I was not offered a no-charge return tech call then or since for that month.  As I stated before, one call is ridiculous and it may have been dialed incorrectly since every salesman in the world has no trouble getting through.  Maybe if customers were more satisfied, the business would grow and it could afford better or more office staff.  There was a time when customer service mattered.  Customer Service does not exist with this company.  The requested courtesy call may not have been written into my contract, but it was offered verbally and not followed through.  Yes, the company did receive my SECOND letter of cancellation. Conveniently, the first one "got lost in the mail".  That one was sent in September.  As per the contract, written.  I did not send it registered or return receipt.  I did not call to make sure they received it, never having had that issue before.  I won't make that mistake again.Betty Cney

Attached please find a copy of the Agreement signed by Mr. Mountjoy. While the year term has passed, the agreement clearly spells out the 30 Day Written Notice of Cancellation requirement. Official Pest Prevention reached out to Mr. Mountjoy on 6/18/15 via a phone call to...

attempt to negotiate this issue. While Mr. Mountjoy is adamant in his position, the agreement clearly calls for Written Notice, in an effort to resolve this, Official Pest Prevention offered to waive the Written Notice Requirement and in a further Customer Service Good Will gesture, while realizing that these services have been performed, there is no dispute to this effect, Official Pest Prevention further offered, again under no obligation, to split the outstanding balance for services performed in the amount of $168.00, reduced to $84.00, with Mr. Mountjoy paying $84.00 and OPP voiding $84.00. Mr. Mountjoy steadfastly refused this offer of mitigation. Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.Thank you,Beni B.Customer Service ManagerOfficial Pest Prevention

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I accept just because they treath me that I will be sent to collection. I don't want the trouble and I don't want to ruin my credit for some people that lied in my face and now they are making me a liar trying to squeeze money from them. that's really low. Thank you Revdex.com for the assistance. I hope that will stop lying and this is a lesson for both.

I apologize for the inconvenience and confusion.  Our records show the following payments:  2/9/15 $29, 3/13/15 $30, 4/4/15 $40, 6/11/15 $69, 11/6/15 $68, 3/28/16 $69, 4/22/16 $79 totaling $384.  If there is an error, Ms. [redacted] can contact us with payment records and we will make the necessary correction.   As mentioned previously the contract calls for a total of $443 (adding in late fees of $20), the total outstanding balance is $79. We have also offered to waive the outstanding balance completely if Ms. [redacted] would continue service at her new residence.   Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.

We feel like there are many options short of cancelling the contract that are reasonable remedies in this case.  For example, we are willing to refund the customer's money for the service in question and return at a time of the customer's choosing.  We are willing to return at no additional charge to complete or re-do any portion of the service (including the entire service).  We have already made notes on the customer's account that indicate we are not to arrive early and will make sure that we comply with that request from now on (there was no special scheduling request prior to this complaint).  We are also willing to any suggested remedy that the customer might have in mind.  Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.

We apologize for the inconvenience and frustration that this situation has caused.  We try to be as efficient and ethical as possible.  The customer has mentioned that they are willing to start over in good faith.  We are willing to do that as well and would apply the fifty dollars that they recently paid toward an initial service on a new one year service agreement.

As to the customer's complaint.  I'm not sure what else we are expected to do.  The customer is disputing the contract price and amount, but she has not even paid the amount that is not disputed.  She owes our company $426 ($234 rendered service plus $192 remaining contract amount).  We agreed to reduce the amount owed to $150 which is less than the value of the service we have performed.  I think that our offer was fair and that the customer is using your agency to squeeze us out of payment we are owed.  What do you suggest we do?

[redacted] signed a one year service contract for pest control services on 8-14-08.  We performed services as outlined in the contract on 8/15/08, 9/11/08, 11/13/08, and 1/13/09.  We offered to accommodate Ms. [redacted] in several ways including: green services, altering the...

materials used, and payment plans.  All of these options were refused by Ms. [redacted] and so we referred her account to an outside collection agency in February of 2009.  Any assistance your agency can provide toward the resolution of this matter would be greatly appreciated.  Please note: Ms. [redacted] never paid anything for the services we provided.  The amount due for services rendered was over $270.  She never paid 1 penny.  We paid service technicians to drive to her home, perform work on her home, use materials that we paid for on her home, gas that we paid for, we paid people in our office to take her phone calls, we paid people to enter her account information into our computer system, and we attempted to resolve her concerns at great lengths.  After all of this and all of the benefits she received from our company she never paid anything at all.  zero.

We have cancelled the customer's account and removed all outstanding charges per the customer's request.  Thank you for your assistance in this matter.

I am rejecting this response because: I have been waiting for someone to come out and service my home. This company is a scam. If they provide retreats then why has one not been made. If there solution is just to give me a bad report on my credit report with out servicing my home then I will turn to a lawyer for a resolution. It's as simple as that. Thanks for your horrible service needs.

We have attempted to contact [redacted] by phone and by email without success.  Rather than pursue the collection of the 12 month service contract signed by [redacted] we have decided to cancel the remaining services and reimburse her for the overdraft charge.  Any assistance your agency can...

provide toward the resolution of this matter would be greatly appreciated.

I am rejecting this response because: We still want the service cancel.

The customer signed a one year contract for pest control work on 9-18-2015.  Currently the customer has a past due balance of $208 for services that we have rendered in May 2016 and August 2016.  If the customer is not satisfied we are willing to collect the unpaid balance and then return...

at no additional charge and re-service the home.  This customer has regularly been unprepared for cockroach service despite out repeated instruction.  If the home were cleaned and the kitchen cabinets clear we could take care of this problem right away.