I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me. In fact, I feel the company has shown they are truly willing to do what's necessary to make the customer happy. I may have been too harsh in my criticism of their intentions. What I would like to do is the following:- there is no need to power wash the exterior as I originally requested, it has rained enough in the last weeks, I don't believe this step will be necessary.- While the company is willing to refund the payment for April service, I'm also willing to propose that they don't need to refund the payment, provided that they treat the interior of the property which was not done originally. Once they do that, there is no need to refund the April payment. The company can choose to refund the payment, if they don't wish to perform the interior treatment.- Please do cancel the July invoice as originally proposed
Regards,
*** ***
I am rejecting this response because:1: It was clear that I had requested for only one year service term from the beginning of the agreement. This company's contract does not allow anywhere for the customer to reject such auto renewal. I had verbally informed the service rep of my intention of not getting the auto renewal at the time this contract was signed. As such, the service should have been stopped once the year 2: While the call ahead was not selected on the agreement, I had also verbally requested advanced notification with the customer service rep because the service requires interior treatment. So it is necessary to know when they will come to the property for someone to meet them and to let them in the house. You can see on these invoices that the technician did call ahead, and in the case of Jan service, the tech called weeks ahead to setup the service appointment and noted to call ahead minutes before arrival.3: For the April service, I don't recall getting any advanced notice and no interior service was performed. Certainly for this latest July service, no advanced notification was given to setup an appointment, they just decided to show up and send me the invoice. Again, in both cases, no interior treatment was done, which was needed because the rented called me and I did a treatment myself in late June. Because I was not aware of their upcoming visit, I could not arrange with the enters to allow access into the property for proper treatment. I did pay for April the invoice, without checking carefully which property the invoice was for. I have multiple properties that are serviced by this company, they got me there. However, the service done in April was not complete, as mentioned above, so I do want a refund for that payment as well.4: The main point of this complaint is that this organization choose to use this so call "auto renewal policy" where customer are not sufficient given notification of such policy, nor are they sufficiently informed of such policy/practice with an clear path to "op-out". Why is it not some where the customer has to "op-in" to show they clearly understood this policy and agreed to this. The whole contract was setup so they can continue billing unsuspecting customers for services not agreed to. In doing so, this organization choose to short cut their services (not giving advanced notices), which resulted in customers not able to sufficiently prepare for the service needed(arrange with current renters to allow access into the house for complete treatment). This is by no means a coincident, more like a calculated move on their part to scam unsuspecting consumers The service I signed up for is for pest treatment for both inside and outside the house. If you don't tell me you are coming to perform the service, how can you treat the inside the house when you just show up randomly whenever you want?
Regards,
*** ***
Our technician talked to *** *** on August 14, to discuss his original job The original service was completed but due to the situation of a dog in the yard, the service that we would normally due for rats was not a safe option We have worked with *** *** on a different
options We were out on August 15th and performed a careful inspection for rodents in the shed and provided a value added service
Mr*** has accused Varment Guard of purposefully setting up our contracts in order to “continue billing unsuspecting customers for services not agreed to”. He also said “This is by no means a coincident, more like a calculated move on their part to scam unsuspecting customers.” Though he chooses to see it that way, you will find that our reputation over the past years shows us to be a company with honesty and integrity, as well as a genuine desire to serve our customers That being said, in order to satisfy Mr*** we will refund the April service as well. We have already stated that we will write off the July service, close his account, and power wash the bottom foot of the foundation around the home. It is our hope that this will finally satisfy Mr***
Services began with a signed contract dated April 18, 2016.I have attached a copy of the signed proposal The proposal does state "For all ongoing services this agreement will be for an original period of year Thereafter, the agreement will renew itself from month to month until
terminated by either party" The proposal is also not marked for a "call ahead".The service done on April 20, 2017, was the beginning of the second year and has already been paid At the time of this service and subsequent payment, Varment Guard received no communication regarding discontinuing the service.Varment Guard is willing to waive the service done on July 20, 2017, and close the account for the above-referenced service address We are willing to power wash the bottom foot of the foundation around the home This will not be a professional power washing of the entire home
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me. In fact, I feel the company has shown they are truly willing to do what's necessary to make the customer happy. I may have been too harsh in my criticism of their intentions. What I would like to do is the following:- there is no need to power wash the exterior as I originally requested, it has rained enough in the last weeks, I don't believe this step will be necessary.- While the company is willing to refund the payment for April service, I'm also willing to propose that they don't need to refund the payment, provided that they treat the interior of the property which was not done originally. Once they do that, there is no need to refund the April payment. The company can choose to refund the payment, if they don't wish to perform the interior treatment.- Please do cancel the July invoice as originally proposed
Regards,
*** ***
I am rejecting this response because:1: It was clear that I had requested for only one year service term from the beginning of the agreement. This company's contract does not allow anywhere for the customer to reject such auto renewal. I had verbally informed the service rep of my intention of not getting the auto renewal at the time this contract was signed. As such, the service should have been stopped once the year 2: While the call ahead was not selected on the agreement, I had also verbally requested advanced notification with the customer service rep because the service requires interior treatment. So it is necessary to know when they will come to the property for someone to meet them and to let them in the house. You can see on these invoices that the technician did call ahead, and in the case of Jan service, the tech called weeks ahead to setup the service appointment and noted to call ahead minutes before arrival.3: For the April service, I don't recall getting any advanced notice and no interior service was performed. Certainly for this latest July service, no advanced notification was given to setup an appointment, they just decided to show up and send me the invoice. Again, in both cases, no interior treatment was done, which was needed because the rented called me and I did a treatment myself in late June. Because I was not aware of their upcoming visit, I could not arrange with the enters to allow access into the property for proper treatment. I did pay for April the invoice, without checking carefully which property the invoice was for. I have multiple properties that are serviced by this company, they got me there. However, the service done in April was not complete, as mentioned above, so I do want a refund for that payment as well.4: The main point of this complaint is that this organization choose to use this so call "auto renewal policy" where customer are not sufficient given notification of such policy, nor are they sufficiently informed of such policy/practice with an clear path to "op-out". Why is it not some where the customer has to "op-in" to show they clearly understood this policy and agreed to this. The whole contract was setup so they can continue billing unsuspecting customers for services not agreed to. In doing so, this organization choose to short cut their services (not giving advanced notices), which resulted in customers not able to sufficiently prepare for the service needed(arrange with current renters to allow access into the house for complete treatment). This is by no means a coincident, more like a calculated move on their part to scam unsuspecting consumers The service I signed up for is for pest treatment for both inside and outside the house. If you don't tell me you are coming to perform the service, how can you treat the inside the house when you just show up randomly whenever you want?
Regards,
*** ***
Our technician talked to *** *** on August 14, to discuss his original job The original service was completed but due to the situation of a dog in the yard, the service that we would normally due for rats was not a safe option We have worked with *** *** on a different
options We were out on August 15th and performed a careful inspection for rodents in the shed and provided a value added service
Mr*** has accused Varment Guard of purposefully setting up our contracts in order to “continue billing unsuspecting customers for services not agreed to”. He also said “This is by no means a coincident, more like a calculated move on their part to scam unsuspecting customers.” Though he chooses to see it that way, you will find that our reputation over the past years shows us to be a company with honesty and integrity, as well as a genuine desire to serve our customers That being said, in order to satisfy Mr*** we will refund the April service as well. We have already stated that we will write off the July service, close his account, and power wash the bottom foot of the foundation around the home. It is our hope that this will finally satisfy Mr***
Services began with a signed contract dated April 18, 2016.I have attached a copy of the signed proposal The proposal does state "For all ongoing services this agreement will be for an original period of year Thereafter, the agreement will renew itself from month to month until
terminated by either party" The proposal is also not marked for a "call ahead".The service done on April 20, 2017, was the beginning of the second year and has already been paid At the time of this service and subsequent payment, Varment Guard received no communication regarding discontinuing the service.Varment Guard is willing to waive the service done on July 20, 2017, and close the account for the above-referenced service address We are willing to power wash the bottom foot of the foundation around the home This will not be a professional power washing of the entire home