I reviewed the response made by the business in reference to complaint ID [redacted] 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 2 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,
[redacted]
Mr. [redacted] 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 34 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. [redacted] 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 1 foot of the foundation around the home. It is our hope that this will finally satisfy Mr. [redacted].
Our technician talked to [redacted] on August 14, 2017 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 [redacted] 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.
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 1 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 1 foot of the foundation around the home. This will not be a professional power washing of the entire home.
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 1 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 4 invoices that the technician did call ahead, and in the case of Jan 2017 service, the tech called 2 weeks ahead to setup the service appointment and noted to call ahead 30 minutes before arrival.3: For the April 2017 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,
[redacted]
Services began with a signed contract dated October 7, 2014. April 25, 2016 – our technician informed us that the client told him the credit card we had on file was compromised. Account was set up to pay $54.83 monthly for the quarterly Total Gold Service. We were contacted about her decision to...
switch from monthly billing to quarterly billing June 21, 2016. There were 2 months of monthly payments due (May & June 2016, $54.83 each) and then the account was switched over to quarterly service and quarterly billing in July 26, 2016 ($164.48). Balance at the end of July 2016 was $274.14. We reached out to Ms. [redacted] via email August 31, 2016 requesting her to call us about her account. We received an email response back the same day that this would “be paid by the end of this month”. We then received check 533 for $219.32, September 23, 2016. Balance was still due of $54.82. Since the services were now on quarterly, the next service performed was October 18, 2016. We have no record of Ms. [redacted] expressing the desire to cancel her services with us. We have sent out several statements and left several messages regarding the balance on her account with no phone calls regarding any issues or concerns. Due to the lack of communication, we turned the account over to a collection agency. The letters sent by the collection agency directs Ms. [redacted] to notify them within 30 days after receiving the notice that she wished to dispute the validity of this debt or any portion thereof. As of today, they have not been notified. Varment Guard is willing to waive the October 2016 service as long as payment of $54.82 is received. At that time we will close her account and report the resolution to the collection agency. Services have been cancelled as of today.
I reviewed the response made by the business in reference to complaint ID [redacted] 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 2 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,
[redacted]
Mr. [redacted] 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 34 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. [redacted] 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 1 foot of the foundation around the home. It is our hope that this will finally satisfy Mr. [redacted].
Our technician talked to [redacted] on August 14, 2017 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 [redacted] 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.
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 1 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 1 foot of the foundation around the home. This will not be a professional power washing of the entire home.
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 1 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 4 invoices that the technician did call ahead, and in the case of Jan 2017 service, the tech called 2 weeks ahead to setup the service appointment and noted to call ahead 30 minutes before arrival.3: For the April 2017 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,
[redacted]
Services began with a signed contract dated October 7, 2014. April 25, 2016 – our technician informed us that the client told him the credit card we had on file was compromised. Account was set up to pay $54.83 monthly for the quarterly Total Gold Service. We were contacted about her decision to...
switch from monthly billing to quarterly billing June 21, 2016. There were 2 months of monthly payments due (May & June 2016, $54.83 each) and then the account was switched over to quarterly service and quarterly billing in July 26, 2016 ($164.48). Balance at the end of July 2016 was $274.14. We reached out to Ms. [redacted] via email August 31, 2016 requesting her to call us about her account. We received an email response back the same day that this would “be paid by the end of this month”. We then received check 533 for $219.32, September 23, 2016. Balance was still due of $54.82. Since the services were now on quarterly, the next service performed was October 18, 2016. We have no record of Ms. [redacted] expressing the desire to cancel her services with us. We have sent out several statements and left several messages regarding the balance on her account with no phone calls regarding any issues or concerns. Due to the lack of communication, we turned the account over to a collection agency. The letters sent by the collection agency directs Ms. [redacted] to notify them within 30 days after receiving the notice that she wished to dispute the validity of this debt or any portion thereof. As of today, they have not been notified. Varment Guard is willing to waive the October 2016 service as long as payment of $54.82 is received. At that time we will close her account and report the resolution to the collection agency. Services have been cancelled as of today.