Olde Towne Apartments

On 5/11/we received a complaint in regards to the application cancellation of [redacted] Mrs [redacted] applied with Olde Towne Apartments in January 2016, with the anticipation of moving to the Bowling Green area on 5/1/A signed application, application fee & application deposit was placedThe application was approved & Mrs [redacted] was reserved an apartmentIt was conveyed to Mrs [redacted] on several occasions that she was renting a unit in our new phase & that due to OSHA guidelines she would be unable to see the exact unit until we received our certificate of occupancy from the State of Kentucky as it was an active construction siteSeveral conversations were had with Mrs [redacted] in regards to exact moving date & the progress of the apartment buildingAt no time was Mrs [redacted] contacted about not being to occupy the unit by 5/1, as we were running on scheduleA lease agreement was sent to Mrs [redacted] approximately the 18th of April when we confirmed that we would be able to house her on 5/It was on April 20th when we received an e-mail correspondence from Mrs [redacted] stating that she did not agree with some of the verbiage in the NAA lease & she had decided to cancel her application because she wanted to rent a house insteadAt that time it was explained to Mrs [redacted] we would be happy to cancel her application, but that the only item that was refundable to her would be the pre-paid rentMrs [redacted] questioned the decision not to refund her deposit & it was conveyed to her that the NAA application she signed clearly states the application fees & deposit is non-refundable once the application is approvedIt is also important to note that we had other tenants that moved in to the same building she applied for on or before 5/1/I have attached the correspondences to this e-mail, as well as, the application that states our rights to keep the application depositShould you have any further questions or need any additional information you are welcomed to contact me [redacted] Community Manager-Covington Oaks & Olde Towne Apartments [redacted] Bowling Green, KY ###-###-#### Office

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I am rejecting this response because: the unprofessional customer service I received from this company. If you check their review they have over 3o complaints about their customer service. I refuse to accept them giving people false information. I pay for my service every month and they are saying I received free service. This is what they advertise "The best thing about your service is that it is guaranteed, if you need us to come back between services the inside or outside then we will do that for no extra fee or charge." Do not tell me I'm getting free service when I have to call you back because I keep having the same issue. I would like compensation for all the time they have wasted. Like they say all the times I have to called for them to come back because they are not addressing the issue. I'm wasting my time and phone minute to call them. If they are getting the job done I would have to call them back. This company is a joke. The people they have picking up the phone is a joke. I have never in my life deal with people like this before. The way they treat their customer is not right. I've been with this company for 7 years and the minute I want cancel they have nothing to say to me. I'm no the only who is complaining about this. If you check all their review many people are having the same issue. People are being dupe in paying for a company that are not going with their words. We the people can't do anything about it and I wan justice for all the people who have been treated wrong by this company. This is not right and it will continue. This has got to stop. They have to get rid of those people are it will continue and will con many more people.

On 5/11/2016 we received a complaint in regards to the application cancellation of [redacted]. Mrs. [redacted] applied with Olde Towne Apartments in January 2016, with the anticipation of moving to the Bowling Green area on 5/1/2016. A signed application, application fee & application deposit...

was placed. The application was approved & Mrs. [redacted] was reserved an apartment. It was conveyed to Mrs. [redacted] on several occasions that she was renting a unit in our new phase & that due to OSHA guidelines she would be unable to see the exact unit until we received our certificate of occupancy from the State of Kentucky as it was an active construction site. Several conversations were had with Mrs. [redacted] in regards to exact moving date & the progress of the apartment building. At no time was Mrs. [redacted] contacted about not being to occupy the unit by 5/1, as we were running on schedule. A lease agreement was sent to Mrs. [redacted] approximately  the 18th of April when we confirmed that we would be able to house her on 5/1. It was on April 20th when we received an e-mail correspondence from Mrs. [redacted] stating that she did not agree with some of the verbiage in the NAA lease & she had decided to cancel her application because she wanted to rent a house instead. At that time it was explained to Mrs. [redacted] we would be happy to cancel her application, but that the only item that was refundable to her would be the pre-paid rent. Mrs. [redacted] questioned the decision not to refund her deposit & it was conveyed to her that the NAA application she signed clearly states the application fees & deposit is non-refundable once the application is approved. It is also important to note that we had 3 other tenants that moved in to the same building she applied for on or before 5/1/2016. I have attached the correspondences to this e-mail, as well as, the application that states our rights to keep the application deposit. Should you have any further questions or need any additional information you are welcomed to contact me. [redacted] Community Manager-Covington Oaks & Olde Towne Apartments [redacted] Bowling Green, KY 42103 ###-###-#### Office

[redacted] started service with Bell Pest Control on 08/11/15. In exchange for signing up for a year of service and putting her account on automatic payments, her very first visit (valued at $185) was done at no charge. If the account is cancelled prior to fulfilling the one year service commitment, the...

client ([redacted]) is responsible to pay for that initial visit. Our first 2 visits are performed back to back; the second service was performed at the home on 09/29/15. [redacted] chose to have her payments come out in monthly installments of $42. The card provided to us at the start of the service, only went through in September and has since been declined.Our service tech called [redacted] 11/16/15 at 4:12pm and left a message that he would be out the following day to perform service and collect payment for the past due balance. The service tech arrived at the home at 7:47am and spoke with Mr. [redacted] who told [redacted] that he had no intention of paying for the past due balance, that this was his wife’s account, and requested for the tech to leave and refused to allow him to perform service. [redacted] contacted our office and said that she would give the tech payment and scheduled for the tech to go back to the home on 11/23/15 at 9am. Upon arriving at the home per [redacted]’s request, our service tech was once again asked to leave.At 9:05am, [redacted] contacted our office. She said that the tech was at her home and spoke with her husband but told him that no service would be rendered if no payment was made. During that phone conversation, [redacted] said that she had mailed in a payment in the amount of $42 in a Bell Pest Control envelope. She was informed that we have not yet received that payment. At that time, another appointment was set for 12/04/15 between 12-4pm on the condition that we received a payment for the past due balance. Payment has not been received, so no service was rendered and the account has been closed and charged as outlined in the service agreement.[redacted] contacted our office today and we tried to resolve the issue for her. We offered to take a payment over the phone and we were refused. [redacted] was informed that the account was closed due to the past due balance and that there has only been one payment made on this account ever. The balance due is for the service performed in September, the service charge for November as outlined in the service agreement, and the cancellation fee for not fulfilling the one year service obligation. In order to reactivate the account and reverse the cancellation fee, payment would need to be made for the service performed in September and the account would have to be set up on automatic payments through a checking account.All the terms are clearly outlined in the service agreement which [redacted] signed: “BELL PEST CONTROL agrees to provide pest control services by inspection and necessary application of control measures performed on the described premises. In exchange for the discounted initial service, this agreement will commence for NO LESS THAN 12 MONTHS from the date of the first service. Accounts cancelled prior to fulfilling  the one year commitment will be required to reimburse the discount offered on the initial service. The regular initial service charge for a home under 2500 square feet has a minimum cost of $185. After the one year commitment service will continue on a service-to-service basis, SUBJECT TO WRITTEN CANCELLATION NOTICE AT LEAST 30 DAYS BEFORE SCHEDULED SERVICE. It is agreed that the premises will be made available for inspection and/or treatment by BELL PEST CONTROL as often as necessary to control the specified pests for the duration of this agreement. ALL ACCOUNTS WILL BE CHARGED ON THE MONTHS THEY ARE SCHEDULED FOR SERVICE. If BELL PEST CONTROL is not allowed to perform service during a customer’s billing cycle, the customer will be charged during that billing cycle. No service will be rendered on accounts past due more than 60 days. Accounts past due 90 days are subject to cancellation and any applicable fees will be applied.”[redacted]Office Administrator

When a new service is started with Bell, unless otherwise requested by the client, we treat inside the home as well as the outside. While on a continual maintenance plan, the services are performed on the outside only. Servicing inside the home each time is not necessary and isn’t protocol while on...

the maintenance plan. However if at any point a client wishes to have the inside treated, they are able to request this service at no additional charge. This is typically done by contacting the office to schedule an appointment time since servicing the inside can require that the client vacate the premises for a specified length of time depending upon the type of treatment needed. [redacted] contacted our office on September 26, 2017 and spoke with a CSR. During that phone conversation, the CSR provided the client with the instructions on how to cancel the account (this is all time stamped and documented in the clients account). Our service manager did contact the client and we didn’t hear back from [redacted]. Without the proper cancellation notice, the account remained active. On November 14, 2017 our service supervisor called the client at 4:34pm and left a message that we would be out for service the following day. The supervisor went out to the home as scheduled and performed the regular service for November (11/15/17) at 9:20am. At 11:46am on November 15th, [redacted] called the office insisting that he had cancelled the account via the phone conversation in September. The CSR explained to him the cancellation process and [redacted] informed the CSR that a call was sufficient despite the cancellation policy (outlined in the service agreement). As a courtesy to the client, the CSR sent the service supervisor back to the home to personally collect the cancellation notice and to make sure the account was cancelled. The service supervisor arrived at the home at 3:08pm to collect the cancel notice, the account was cancelled subsequently upon delivering the notice to the office. The bill the client is referring to is for services rendered at the property. If at any point and time the client wished to have the inside service, we would have happily accommodated them. Had we received a cancellation notice 30 days prior to the scheduled service for November, the account would have been closed. No such notice was received until after the service performed in November, the account remained active and the balance due is for services rendered. This account was closed on November 15th, 2017 as requested by the cancellation notice from the client. Because [redacted] had been a client for over 5 years, I am happy to reverse the service charge for November. Thank you,

[redacted] called into our office 04/08/16 regarding a letter she received letting her know that we had performed an audit on her account and were changing her account from being done quarterly to every other month as originally agreed upon at the start of her service with us. During this phone...

conversation which had been recorded, [redacted] became enraged and cursed out our CSR calling her an f[redacted] b[redacted]; we do not tolerate such behavior and the phone conversation was immediately terminated. [redacted] continued calling our office and each time the CSR answered the phone, she yelled “F[redacted] you” into the phone, which again resulted in the phone conversation being terminated.[redacted]’s account was switched from a bi-monthly service to a quarterly service 5 years ago as a courtesy and it was only supposed to have been on a quarterly service for one year; after the year had been completed, the account was supposed to return to the originally agreed upon service plan. We allowed the account to be performed on a quarterly basis for 4 years beyond the promotional period.A recent review of the account revealed [redacted] had been calling in every month for services, but only paying for service to be done quarterly. The amount [redacted] was paying for quarterly service was not enough to pay for the amount of service she was being provided. We cannot service an account monthly without being compensated for it. We also no longer offer quarterly services to new clients as it is not as effective in eliminating pests as the bi-monthly services. In an effort to cut back on the amount of trips taken to her home and to make sure the services provided are effective, we had to switch the account back to a bi-monthly service as originally agreed upon at the start of your agreement.In one year on a quarterly plan, clients receive 4 regular services. Having 1-2 call back services is our normal, 5-9 is excessive. In 2015, [redacted] had 9 services done at her home, only 4 of which were billed services. In 2014, she had 9 services, only 4 of which were billed. It goes on and on. From the start of the account with us, [redacted] had a total of 63 services done at her home, 31 services were done forfree.The account was closed per [redacted]’s request. There is no money to be refunded.

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.
The facts stated in their letter are not correct though. When we signed on to use them it was for the express purpose of them taking care of the silver fish problem inside the house.  To say an inside service is not necessary is false.  We still have a constant stream of bugs in our house and that is due to the fact they stopped notification of future services and only showed up without notice and did the outside.

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.
All though I do not agree with the statements made by Bell Pest Control and as long Bell Pest Control keeps their word this time to not have any additional charges billed to the credit card, I gladly accept this resolution. It's most unfortunate that this matter could only be resolved through the Revdex.com. I'm grateful and thankful for the Revdex.com of Northeast California for a satisfactory resolution in this matter.

Bell Pest Control does indeed offer one time services with limited guarantees. The service agreement  which was requested from the home owner, [redacted], was for the maintenance program which has a one year service term. The service was started at the home on 07/10/15. At the time of that service,...

the technician went over the terms and conditions of the service agreement and the client ([redacted]) initialed and signed the service agreement, agreeing to the terms and conditions therein.  The service agreements state the following: “BELL PEST CONTROL agrees to provide pest control services by inspection and necessary application of control measures performed on the described premises. In exchange for the discounted initial service, this service agreement will commence for NO LESS THAN 12 MONTHS from the date of the first service. Accounts canceled prior to fulfilling the one year commitment will be required to reimburse the discount offered on the initial service. The regular initial service charge for a home under 2500 square feet has a minimum cost of $185. After the one year commitment service will continue on a service-to-service basis, SUBJECT TO WRITTEN CANCELLATION NOTICE AT LEAST 30 DAYS BEFORE SCHEDULED SERVICE. It is agreed that the premises will be made available for inspection and/or treatment by BELL PEST CONTROL as often as necessary to control the specified pests for the duration of this agreement. ALL ACCOUNTS WILL BE CHARGED ON THE MONTHS THEY ARE SCHEDULED FOR SERVICE. If BELL PEST CONTROL is not allowed to perform service during a customer’s billing cycle, the customer will be billed during that billing cycle.” The agreement also states: “GUARANTEE: While on a continual service plan, in the event that any targeted pest reappear on the interior or exterior of the structure, upon request to us, we will retreat the interior or the exterior of the property at no additional charge. If we do not hear from you we will assume that the problems have been resolved.” This property was serviced for the first time by Bell Pest Control on 07/10/15. As it is also outlined on the service agreement, during the month following the initial treatment,  Bell Pest Control renders the first regular service for $79 which was scheduled to be performed on 08/03/15.  The total for the cancellation and the fee for the regular service scheduled for August is $254, not $417.  This account was not billed for the cancellation fee, nor was it billed for the service which was refused for August. The card was initially billed after the cancellation for $175 and was promptly refunded. This account has been closed and was not held to the normal terms of the service agreement; the account has been completed closed and there is no balance due as we reversed all charges. Thank you,  [redacted]Office Administrator

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted]  I am extremely sorry to hear about this incident that you and your son experienced in my store.  This is the first time that we have had a situation like this.  The store manager was out of the store in a meeting and had just came back as you were...

checking out at the register.  She did not know the entire story and assumed it had been handled appropriately.  You will have a check waiting at the store for $42.12  for the the entire amount of the Converse Shoes,  also I would like to give you $25.00 in baby buck coupons to use in the store.  Thank you for bringing this to my attention, I will definitely be using this situation as a training tool.  I will be contacting you at ###-###-#### to discuss this matter personally.Thanks You,Rhonda StainbackStores Owner###-###-####