Pointe Pest Control

Our Customer Service Supervisor Sara, confirmed Mr [redacted] account of what happened and phoned him to resolve the problemDuring their conversation she explained how we use a digital service ticketing system and therefore we do not leave a printed service ticket on the customer’s doorShe also explained how his digital service ticket was emailed directly to himShe then offered to have our technician come out to his home at an agreed upon time and walk Mr [redacted] through the services our technician performed on the exterior and at the same time, follwith treating the ants on the inside of his homeMr [redacted] appeared to be happy with this solutionAt the conclusion of their phone call, Sara requested Mr [redacted] call her after the service was performed and provide her with feedback to make sure our service level was satisfactoryMr [redacted] thanked Sara and said he would call her after the appointmentSara also agreed to waive the cancellation fee Later, when Sara followed up with our Service Supervisor Cameron, she was informed there was a miscommunication and that Cameron had in fact told Mr [redacted] he would have to pay the cancellation feeThis upset Mr [redacted] and he decided not to schedule the follcall with our technician We sincerely apologize for our miscommunication and for upsetting Mr [redacted] We will be waiving the cancellation fee as agreed ($95) and are also willing to waive the initial service fee of $(Total of $190), if Mr [redacted] would like to continue his service contract with us We understand if Mr [redacted] chooses to discontinue his service, but our desire is to remedy this unfortunate situation and turn his negative experience into a positive one

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] I just spoke with [redacted] We will be servicing her home for ants and we will no longer service this property again [redacted] will not be charged at all

Initial Business Response / [redacted] (1000, 5, 2014/03/24) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @greenpestservices.net Unfortunately I will be willing to refund them the $term feeAnything else will not be acceptable Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorryI am not sure what [redacted] is sayingCan he please tell me what he means by anything else is not acceptable? I am not sure what this meansCan he please explain what is meant by this? Thank you very much Final Business Response / [redacted] (4000, 13, 2014/04/18) */ Every time we serviced this property we had authorizationI am willing to refund the $term fee and $collection agency fee Final Consumer Response / [redacted] (4200, 11, 2014/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They will need to adjust the $they charged in addition to thisThe invoice was for $My credit card then was charged $Not sure what that is aboutThat was for a quarterly charge in addition to the $for the term feeIt is fine that they never come near where we live again 4/12/Please tell Mr [redacted] in regards to all of the charges before I sign offI am just not sure what I am agreeing toBoth of the charges? One of the charges? I am a disabled senior and the charges resolution is not clear to meIf he could address both of the issues it would be appreciatedWe are talking about the term fee and the quarterly fee that was charged to my credit card in addition to turning me into collectionsSorry about my confusionWould he be so kind to clarify for me?

I do apologize on behalf of my companyWe take complaints of this nature very seriousI assure you this will be addressed immediatelyIf you have any questions, please contact me @ [redacted] Thank you [redacted] Branch Manager

Signed up for a QUARTERLY contract for a year The first service was May Then they did the second service without a notice in JUNE again and sent a bill So I complained about unnecessary repetitive service She said I could cancel the contract because of dissatisfaction Then they sent an invoice of early termination penalty I refused to pay Now they're sending a court order

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello ***,We apologize for any misunderstandings that were experienced during your cancellation processYour account with us has been cancelled and you will receive no further communication from us, per your requestWe wish you the best in the future.Thank you.Sincerely,Pointe Pest Control

Initial Business Response /* (1000, 5, 2014/07/23) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
This customer is cancelledThere wasn't a charge on this customer's accountThe last time we received a payment
from this customer was 2/28/We will not be refunding any money what so everPlease send us proof that we recently charged this customer anythingObviously this customer wants money that he/she never paid
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want any money backI am asking that my account NOT be placed in collections for a service I never authorizedI simply want to have my account closed and have no further communication with company
Final Business Response /* (4000, 9, 2014/07/29) */
We didn't charge this customer $recently, this account has a zero balance, we will not be contacting this customer, and we will not "reverse" any chargesThank you

To Whom It May Concern:We have attempted to contact this customer to resolve the situationTheir communication through the Revdex.com is the very first time we've heard of a problem, according to all notes associated with this accountWe are unable to perform any further re-services because the
customer's bill is so far past dueHowever we are willing to work with the customer to resolve the matterOur goal is to provide the best possible customer service and peace of mindWe are eagerly awaiting their reply

Complaint: ***
I am rejecting this response because: On 12/29/early in the day I emailed them about the problem, the rep said that any infestation of ants to just call, which I can not muse the phone because of hearing so I said it would have to be either email or text I figured they could at least let me know something, I have a phone that rejects calls without a company name as there is so much spam going on it is very useful anyway it does take voice messages which I just checked there was none from these peopleI just got a email today saying to call and set up a time, which I was told they would nave a big message stating I could not use the phone, so no I can not accept their excuse
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As I explained to the tech that was at my home a few minutes ago the sales rep that wrote the contract appeared to to be writing about me needing text or email because of my hearingHe the tech said that they had called my wifes phone and left a message ( my wife answers her phone even when sitting down to a family dinner) but in the past all communications have been done with email so why would this time be differentIt is easy to put the blame on someone elseI only reject the response because, if they would have said "hey somebody messed up, and I will make sure that it does not happen again" I would have been satisfied, please do not make excusesThe tech that showed up today stated the the sales rep was temp help for the summer and having been a sales manager for + years with an outside sales crew the new reps are the ones that make most of the problemsAnyway all I want is for this company to follow through with the promises made by the person that was representing themPersonally unless they do something that changes my mind as to their lack of service I will not use their service again.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/04/21) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@greenpestservices.net
As the customer just stated, she rescheduled her service and accepted the service on 4/She knew prior to
receiving service that she had a outstanding balance, we have all documents proving thisThis was very clear to this customerIt is unfortunate that a service technician serviced their home expecting to get paidI will eliminate the charge from this account and never contact this customer in the futureWe will never service this customer nor will we ever service anywhere they reside

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** **

*** *** is a tenant in the home referenced in this complaintThe homeowner is *** *** *** requested the initial treatment and did not inform us at time of treatment she did not have the homeowner's permission to request serviceSince we initially assumed she did have permission and
she had indicated she was paying for the service, we collected $cash from herThe initial service was performed the week of August 7th, After a few days, she indicated she was still seeing a problem, so we performed a re-service on the property at no additional charge
Shortly after performing the two services, we were contacted by the homeowner (landlord) *** *** and asked not to set foot on the premises again, and not to perform any further treatments, since he did not give his permission to request service for his property
Unfortunately, we have therefore been unable to continue further treatment
We cannot meet *** ***'s entire resolution to this problem, since we are not permitted to perform any more treatments on this property without the homeowners permission
However, we don't want *** to be unhappy with our service and are willing to refund her $
If *** is willing to accept this resolution, we will need her to provide us with an address where she would like us to send the check
Thank you,
Tom B***
Pointe Pest Control

Initial Business Response /* (1000, 5, 2014/11/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
I will give her a call

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. Regards, *** ***

We will totally honor the original agreementI will contact our answering service and explain to them the details of this arrangementWe do apologize for any inconvenience this have caused

Initial Business Response /* (1000, 5, 2014/10/06) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@greenpestservices.net
No one ever hung up on Ms***, the service was done on her propertyWe will have her account at a Zero balance by the end of
the dayWe will no longer contact this former customer

I do apologize on behalf of my companyWe take complaints of this nature very seriousI assure you this will be addressed immediately
If you have any questions, please contact me @ ***
Thank you
*** ***
Branch Manager

Hi [redacted], and thank you for writing. My apologies for this experience. We strive for the utmost in quality customer service and treatments, and we appreciate your feedback as we continuously grow and improve.