Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the owner contains a lot of misinformation -...
they are incorrect on the details of this situation.
They state that I sent a response to their GM on thanking him for his apology, and this is true...but I sent that email the afternoon of 12/12 and it related only to the issue of their technician not showing up for the follow-up appointment on 12/4. I was trying to give them the benefit of the doubt in that reply...but this was all prior to my having a second exterminator come out on 12/13, where they discovered that Paffy's failed to appropriately patch the hole leading into our home from the A/C unit. This meant that for 7 weeks after we thought the hole was plugged, mice were coming in through this access point and that would not have been the case had Paffy's done their job on 10/26. A situation that was probably 2-3 mice at that time had escalated to many more mice - causing me to have to scour our home with Lysol and isolate our 10-week-old son to our upper floor for two weeks to keep him from being impacted by the constant cleaning and nasty crud mice carry around. I did not receive a response to this email sent on 12/13, so I filed the Revdex.com complaint on 12/15, hoping others would not be in the same situation and that we could recoup some of our additional costs in dealing with the infestation. This was all mentioned in the original complaint.
Their response says that a technician came out on 12/6 and checked the traps and did the second inspection. This is also incorrect. No second technician ever came out. The only technician to be in our home was the one who didn't plug the A/C hole correctly on 10/26. That technician left a VM on 11/6 stating he needed to cancel the original appointment scheduled for 11/9. I called their main # of 651.459.4654 on 11/6 and sent emails to the GM on both 11/8 and 11/13, attached, to get this rescheduled. I received no response until the technician called on 12/3 (almost a month later) to schedule a follow-up for the next day. It was this appointment, scheduled for 2 pm on 12/4, where the guy hadn't shown up by 3:30 pm, and also had not called me any time after 2 pm to say he would be late. I had to leave for an appointment and couldn't wait any longer.
They state that I didn't call them to complain about service until after 12/6 when the second technician supposedly came out (which again, never happened), and this is also untrue. As mentioned above, it was after the technician stood me up that I called, which was about 3:30 pm on 12/4.
It's true they did not charge me the $169 fee for service after I left my complaint via VM. It's also true that I received an apology from the GM on 12/8 and responded to him the afternoon of 12/12. But it wasn't until late the evening of 12/12 that I found the evidence of the mice under the kitchen sink, in our maintenance room and in our pool room. This changed everything and is what led to calling a new exterminator to come out on 12/13, as well as my follow-up email to Paffy's on 12/13. I now owed the new exterminator $175 and had to spend additional money on cleaning products and other materials to abate a problem that was infinitely worse because of Paffy's not plugging the hole correctly in October...not to mention tons of my time spent on the issue when I should have been able to spend that time with my new son.
I'm really surprised by this response from their owner. It seems like they are shrugging this complaint off with misinformation and placing the blame on me. I don't get it. Their General Manager even mentioned in his email (attached) that he was "recently hired to, among other things, deal with issues like this." Clearly they know there are service problems, but their response to my complaint seems to indicate that they really don't care and are taking no responsibility for them.
In their response, they only attached my email to the GM from 12/12. I've attached the additional, later, email from 12/13 (the day the new exterminator came out) to which I received no response and therefore led to escalating this to the Revdex.com. It explains the poor patching the second exterminator found and that we would not do business with them again.
I've also attached the emails I sent to the GM - in addition to calling on 11/6 - where I proactively and pleasantly tried to reschedule the follow-up. I received no reply to these until the call from the technician on 12/3. They state in their response they did not receive these emails, but they were both sent to the General Manager via the same email address his 12/8 email came from. So clearly that was a valid email address.
I believe I deserve an apology for their response and the incorrect information it contained, but at this point, it's more important to me to have no further dealings with this company than receive an apology or recoup any out-of-pocket costs from their negligence. While I hope they can get a handle on their service issues, and that my situation has been of some help to them in doing so, I'm offended by their response and it's just not worth it to have any more contact with them. Please close this complaint.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear: To All Concerned,
This is in response to the complaint recently filed. As the co-owner of this company, I would like to apologize for any misunderstandings that have transpired over the last couple of months regarding the services for mouse control at this customer's home. Our computer showed a service on 12/06/2015. Upon further examination, there weren't any notes, or products applied at that time, so that does indicate to me that our Technician did not complete a follow up. The emails that were sent to our General Mgr. were sent late on 11/08/15 at 6:02 pm by the customer were sent after hours & our General Manager did forward to the Paffy's general email account, however , the main office never received that email from him. I understand there have been many mistakes made during this entire process, which is very unusual. We have always had an A rating with the Revdex.com. Our motto is to provide quality service for our community with the highest level of integrity to distinguish our pest control company above all others. In this situation, there were several things that went awry and for that we apologize.
Respectfully,
C. M. [redacted]
Founder
Paffy's Pest Control Inc.
Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the owner contains a lot of misinformation - they are...
incorrect on the details of this situation.
They state that I sent a response to their GM on thanking him for his apology, and this is true...but I sent that email the afternoon of 12/12 and it related only to the issue of their technician not showing up for the follow-up appointment on 12/4. I was trying to give them the benefit of the doubt in that reply...but this was all prior to my having a second exterminator come out on 12/13, where they discovered that Paffy's failed to appropriately patch the hole leading into our home from the A/C unit. This meant that for 7 weeks after we thought the hole was plugged, mice were coming in through this access point and that would not have been the case had Paffy's done their job on 10/26. A situation that was probably 2-3 mice at that time had escalated to many more mice - causing me to have to scour our home with Lysol and isolate our 10-week-old son to our upper floor for two weeks to keep him from being impacted by the constant cleaning and nasty crud mice carry around. I did not receive a response to this email sent on 12/13, so I filed the Revdex.com complaint on 12/15, hoping others would not be in the same situation and that we could recoup some of our additional costs in dealing with the infestation. This was all mentioned in the original complaint.
Their response says that a technician came out on 12/6 and checked the traps and did the second inspection. This is also incorrect. No second technician ever came out. The only technician to be in our home was the one who didn't plug the A/C hole correctly on 10/26. That technician left a VM on 11/6 stating he needed to cancel the original appointment scheduled for 11/9. I called their main # of 651.459.4654 on 11/6 and sent emails to the GM on both 11/8 and 11/13, attached, to get this rescheduled. I received no response until the technician called on 12/3 (almost a month later) to schedule a follow-up for the next day. It was this appointment, scheduled for 2 pm on 12/4, where the guy hadn't shown up by 3:30 pm, and also had not called me any time after 2 pm to say he would be late. I had to leave for an appointment and couldn't wait any longer.
They state that I didn't call them to complain about service until after 12/6 when the second technician supposedly came out (which again, never happened), and this is also untrue. As mentioned above, it was after the technician stood me up that I called, which was about 3:30 pm on 12/4.
It's true they did not charge me the $169 fee for service after I left my complaint via VM. It's also true that I received an apology from the GM on 12/8 and responded to him the afternoon of 12/12. But it wasn't until late the evening of 12/12 that I found the evidence of the mice under the kitchen sink, in our maintenance room and in our pool room. This changed everything and is what led to calling a new exterminator to come out on 12/13, as well as my follow-up email to Paffy's on 12/13. I now owed the new exterminator $175 and had to spend additional money on cleaning products and other materials to abate a problem that was infinitely worse because of Paffy's not plugging the hole correctly in October...not to mention tons of my time spent on the issue when I should have been able to spend that time with my new son.
I'm really surprised by this response from their owner. It seems like they are shrugging this complaint off with misinformation and placing the blame on me. I don't get it. Their General Manager even mentioned in his email (attached) that he was "recently hired to, among other things, deal with issues like this." Clearly they know there are service problems, but their response to my complaint seems to indicate that they really don't care and are taking no responsibility for them.
In their response, they only attached my email to the GM from 12/12. I've attached the additional, later, email from 12/13 (the day the new exterminator came out) to which I received no response and therefore led to escalating this to the Revdex.com. It explains the poor patching the second exterminator found and that we would not do business with them again.
I've also attached the emails I sent to the GM - in addition to calling on 11/6 - where I proactively and pleasantly tried to reschedule the follow-up. I received no reply to these until the call from the technician on 12/3. They state in their response they did not receive these emails, but they were both sent to the General Manager via the same email address his 12/8 email came from. So clearly that was a valid email address.
I believe I deserve an apology for their response and the incorrect information it contained, but at this point, it's more important to me to have no further dealings with this company than receive an apology or recoup any out-of-pocket costs from their negligence. While I hope they can get a handle on their service issues, and that my situation has been of some help to them in doing so, I'm offended by their response and it's just not worth it to have any more contact with them. Please close this complaint.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear: To All Concerned,
This is in response to the complaint recently filed. As the co-owner of this company, I would like to apologize for any misunderstandings that have transpired over the last couple of months regarding the services for mouse control at this customer's home. Our computer showed a service on 12/06/2015. Upon further examination, there weren't any notes, or products applied at that time, so that does indicate to me that our Technician did not complete a follow up. The emails that were sent to our General Mgr. were sent late on 11/08/15 at 6:02 pm by the customer were sent after hours & our General Manager did forward to the Paffy's general email account, however , the main office never received that email from him. I understand there have been many mistakes made during this entire process, which is very unusual. We have always had an A rating with the Revdex.com. Our motto is to provide quality service for our community with the highest level of integrity to distinguish our pest control company above all others. In this situation, there were several things that went awry and for that we apologize.
Respectfully,
C. M. [redacted]
Founder
Paffy's Pest Control Inc.
Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the owner contains a lot of misinformation -...
they are incorrect on the details of this situation.
They state that I sent a response to their GM on thanking him for his apology, and this is true...but I sent that email the afternoon of 12/12 and it related only to the issue of their technician not showing up for the follow-up appointment on 12/4. I was trying to give them the benefit of the doubt in that reply...but this was all prior to my having a second exterminator come out on 12/13, where they discovered that Paffy's failed to appropriately patch the hole leading into our home from the A/C unit. This meant that for 7 weeks after we thought the hole was plugged, mice were coming in through this access point and that would not have been the case had Paffy's done their job on 10/26. A situation that was probably 2-3 mice at that time had escalated to many more mice - causing me to have to scour our home with Lysol and isolate our 10-week-old son to our upper floor for two weeks to keep him from being impacted by the constant cleaning and nasty crud mice carry around. I did not receive a response to this email sent on 12/13, so I filed the Revdex.com complaint on 12/15, hoping others would not be in the same situation and that we could recoup some of our additional costs in dealing with the infestation. This was all mentioned in the original complaint.
Their response says that a technician came out on 12/6 and checked the traps and did the second inspection. This is also incorrect. No second technician ever came out. The only technician to be in our home was the one who didn't plug the A/C hole correctly on 10/26. That technician left a VM on 11/6 stating he needed to cancel the original appointment scheduled for 11/9. I called their main # of 651.459.4654 on 11/6 and sent emails to the GM on both 11/8 and 11/13, attached, to get this rescheduled. I received no response until the technician called on 12/3 (almost a month later) to schedule a follow-up for the next day. It was this appointment, scheduled for 2 pm on 12/4, where the guy hadn't shown up by 3:30 pm, and also had not called me any time after 2 pm to say he would be late. I had to leave for an appointment and couldn't wait any longer.
They state that I didn't call them to complain about service until after 12/6 when the second technician supposedly came out (which again, never happened), and this is also untrue. As mentioned above, it was after the technician stood me up that I called, which was about 3:30 pm on 12/4.
It's true they did not charge me the $169 fee for service after I left my complaint via VM. It's also true that I received an apology from the GM on 12/8 and responded to him the afternoon of 12/12. But it wasn't until late the evening of 12/12 that I found the evidence of the mice under the kitchen sink, in our maintenance room and in our pool room. This changed everything and is what led to calling a new exterminator to come out on 12/13, as well as my follow-up email to Paffy's on 12/13. I now owed the new exterminator $175 and had to spend additional money on cleaning products and other materials to abate a problem that was infinitely worse because of Paffy's not plugging the hole correctly in October...not to mention tons of my time spent on the issue when I should have been able to spend that time with my new son.
I'm really surprised by this response from their owner. It seems like they are shrugging this complaint off with misinformation and placing the blame on me. I don't get it. Their General Manager even mentioned in his email (attached) that he was "recently hired to, among other things, deal with issues like this." Clearly they know there are service problems, but their response to my complaint seems to indicate that they really don't care and are taking no responsibility for them.
In their response, they only attached my email to the GM from 12/12. I've attached the additional, later, email from 12/13 (the day the new exterminator came out) to which I received no response and therefore led to escalating this to the Revdex.com. It explains the poor patching the second exterminator found and that we would not do business with them again.
I've also attached the emails I sent to the GM - in addition to calling on 11/6 - where I proactively and pleasantly tried to reschedule the follow-up. I received no reply to these until the call from the technician on 12/3. They state in their response they did not receive these emails, but they were both sent to the General Manager via the same email address his 12/8 email came from. So clearly that was a valid email address.
I believe I deserve an apology for their response and the incorrect information it contained, but at this point, it's more important to me to have no further dealings with this company than receive an apology or recoup any out-of-pocket costs from their negligence. While I hope they can get a handle on their service issues, and that my situation has been of some help to them in doing so, I'm offended by their response and it's just not worth it to have any more contact with them. Please close this complaint.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear: To All Concerned,
This is in response to the complaint recently filed. As the co-owner of this company, I would like to apologize for any misunderstandings that have transpired over the last couple of months regarding the services for mouse control at this customer's home. Our computer showed a service on 12/06/2015. Upon further examination, there weren't any notes, or products applied at that time, so that does indicate to me that our Technician did not complete a follow up. The emails that were sent to our General Mgr. were sent late on 11/08/15 at 6:02 pm by the customer were sent after hours & our General Manager did forward to the Paffy's general email account, however , the main office never received that email from him. I understand there have been many mistakes made during this entire process, which is very unusual. We have always had an A rating with the Revdex.com. Our motto is to provide quality service for our community with the highest level of integrity to distinguish our pest control company above all others. In this situation, there were several things that went awry and for that we apologize.
Respectfully,
C. M. [redacted]
Founder
Paffy's Pest Control Inc.
Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the owner contains a lot of misinformation - they are...
incorrect on the details of this situation.
They state that I sent a response to their GM on thanking him for his apology, and this is true...but I sent that email the afternoon of 12/12 and it related only to the issue of their technician not showing up for the follow-up appointment on 12/4. I was trying to give them the benefit of the doubt in that reply...but this was all prior to my having a second exterminator come out on 12/13, where they discovered that Paffy's failed to appropriately patch the hole leading into our home from the A/C unit. This meant that for 7 weeks after we thought the hole was plugged, mice were coming in through this access point and that would not have been the case had Paffy's done their job on 10/26. A situation that was probably 2-3 mice at that time had escalated to many more mice - causing me to have to scour our home with Lysol and isolate our 10-week-old son to our upper floor for two weeks to keep him from being impacted by the constant cleaning and nasty crud mice carry around. I did not receive a response to this email sent on 12/13, so I filed the Revdex.com complaint on 12/15, hoping others would not be in the same situation and that we could recoup some of our additional costs in dealing with the infestation. This was all mentioned in the original complaint.
Their response says that a technician came out on 12/6 and checked the traps and did the second inspection. This is also incorrect. No second technician ever came out. The only technician to be in our home was the one who didn't plug the A/C hole correctly on 10/26. That technician left a VM on 11/6 stating he needed to cancel the original appointment scheduled for 11/9. I called their main # of 651.459.4654 on 11/6 and sent emails to the GM on both 11/8 and 11/13, attached, to get this rescheduled. I received no response until the technician called on 12/3 (almost a month later) to schedule a follow-up for the next day. It was this appointment, scheduled for 2 pm on 12/4, where the guy hadn't shown up by 3:30 pm, and also had not called me any time after 2 pm to say he would be late. I had to leave for an appointment and couldn't wait any longer.
They state that I didn't call them to complain about service until after 12/6 when the second technician supposedly came out (which again, never happened), and this is also untrue. As mentioned above, it was after the technician stood me up that I called, which was about 3:30 pm on 12/4.
It's true they did not charge me the $169 fee for service after I left my complaint via VM. It's also true that I received an apology from the GM on 12/8 and responded to him the afternoon of 12/12. But it wasn't until late the evening of 12/12 that I found the evidence of the mice under the kitchen sink, in our maintenance room and in our pool room. This changed everything and is what led to calling a new exterminator to come out on 12/13, as well as my follow-up email to Paffy's on 12/13. I now owed the new exterminator $175 and had to spend additional money on cleaning products and other materials to abate a problem that was infinitely worse because of Paffy's not plugging the hole correctly in October...not to mention tons of my time spent on the issue when I should have been able to spend that time with my new son.
I'm really surprised by this response from their owner. It seems like they are shrugging this complaint off with misinformation and placing the blame on me. I don't get it. Their General Manager even mentioned in his email (attached) that he was "recently hired to, among other things, deal with issues like this." Clearly they know there are service problems, but their response to my complaint seems to indicate that they really don't care and are taking no responsibility for them.
In their response, they only attached my email to the GM from 12/12. I've attached the additional, later, email from 12/13 (the day the new exterminator came out) to which I received no response and therefore led to escalating this to the Revdex.com. It explains the poor patching the second exterminator found and that we would not do business with them again.
I've also attached the emails I sent to the GM - in addition to calling on 11/6 - where I proactively and pleasantly tried to reschedule the follow-up. I received no reply to these until the call from the technician on 12/3. They state in their response they did not receive these emails, but they were both sent to the General Manager via the same email address his 12/8 email came from. So clearly that was a valid email address.
I believe I deserve an apology for their response and the incorrect information it contained, but at this point, it's more important to me to have no further dealings with this company than receive an apology or recoup any out-of-pocket costs from their negligence. While I hope they can get a handle on their service issues, and that my situation has been of some help to them in doing so, I'm offended by their response and it's just not worth it to have any more contact with them. Please close this complaint.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear: To All Concerned,
This is in response to the complaint recently filed. As the co-owner of this company, I would like to apologize for any misunderstandings that have transpired over the last couple of months regarding the services for mouse control at this customer's home. Our computer showed a service on 12/06/2015. Upon further examination, there weren't any notes, or products applied at that time, so that does indicate to me that our Technician did not complete a follow up. The emails that were sent to our General Mgr. were sent late on 11/08/15 at 6:02 pm by the customer were sent after hours & our General Manager did forward to the Paffy's general email account, however , the main office never received that email from him. I understand there have been many mistakes made during this entire process, which is very unusual. We have always had an A rating with the Revdex.com. Our motto is to provide quality service for our community with the highest level of integrity to distinguish our pest control company above all others. In this situation, there were several things that went awry and for that we apologize.
Respectfully,
C. M. [redacted]
Founder
Paffy's Pest Control Inc.