Pointe Pest Control

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]

Our Customer Service Supervisor Sara, confirmed Mr. [redacted] account of what happened and phoned him to resolve the problem. During 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 door. She...

also explained how his digital service ticket was emailed directly to him. She 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, follow-up with treating the ants on the inside of his home. Mr. [redacted] appeared to be happy with this solution. At 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 satisfactory. Mr. [redacted] thanked Sara and said he would call her after the appointment. Sara 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 fee. This upset Mr. [redacted] and he decided not to schedule the follow-up call 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 $95 (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.

Thank you for writing Ms [redacted]. I appreciate you making us aware of the situation. I was informed by the customer service rep with whom you spoke yesterday that you instructed her to "push out" services to a later date. Our manager in the Walla Walla location, Daniel G[redacted], will be in touch with...

you today as well. We are absolutely committed to making sure our customers receive the highest quality treatments and services. Our goal is to help provide you with peace of mind by keeping your home pest-free. I will follow up with Dan and make sure he was able to speak with you today.

[redacted],
 
Please accept our apologies for the unsatisfactory service you have received from us. The first inspection of your home showed signs of mice, so our initial treatments were for mice, not carpet beetles. This was not properly communicated to you and on top of that miscommunication,...

we apparently charged your credit card at an inopportune time, thus causing you financial heartache. When we returned to inspect further, we determined you had a carpet beetle problem. If you wanted to continue service with us, we could now treat for carpet beetles, but this would require several treatments over an extended period of time, as they are an especially difficult pest to eliminate. We would be willing to negotiate a better rate for you if you decide to choose this option. 
 
In either case, we would like to resolve your dispute positively. To date we have received one payment from you in the amount of $114.14 and are happy to refund that amount. In addition, the fee for the second treatment we performed will be waived.
 
Again we apologize for the unsatisfactory service.
 
Best regards,
 
Tom B[redacted]
Pointe Pest Control

Hi [redacted],Thank you for the reply. We did not have anything in our records indicating that we needed to communicate via text or email, but I'm happy to update your file to include that note. Our CSR handling your account has informed me that she scheduled a technician for an appointment at your place for tomorrow, Wed 01/10/18. We're looking forward to helping out and making sure everything is taken care of for you.

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.
 However, we have been sprayed once for mosquitos and while hosting our Fourth of July party this weekend, all our guests were eaten alive ! I will call back for a retreat but if this doesn't resolve the problems, then I would like to end the contract. We also we're swarmed by wasps this weekend as well, and I will call for retreatment for that as well (retreatment is already part of their program). My credit card has already been charged the with the higher price and I am wondering when I will see the credit back?i would like someone to send me a copy of the new agreement with the new pricing as we have resolute son. 
Sincerely,
[redacted]

Hi Tom,Thank you for writing. We always appreciate the feedback. Our records indicate that one of our CSRs left a voice mail for you on 01/03 and she hadn't heard back yet about scheduling the next treatment. I've confirmed this with her and she will be in touch with you again this morning to make...

sure things are taken care of most effectively. Thank you again.Tell us why here...

Ive been locked out of my email account because it was hacked.  Google finally reset it and I have read the response to the complaint I have files thru the Revdex.com. part of the response just dnt make sense that the owner prohibited PPC to continue treatment when he is not the one being financially burdened due to it. I even made arrangements for an organization to fund afew treatments. Whatever the reason may be, it is irrelevant now as I am forced to start treatment completely over because of the gaps. However, the second half of the response was favorable on my behalf of your authorization for a full refund. You stated you needed an address to mail my refund to. It is the same address that PPC treated.Any other info u may need..feel free to call either of the 2 phone numbers u have on file for me. Thank you for partially fulfilling the desired outcome I requested although I wouldve much rather have had the opportunity to complete the extermination process which I beleive wouldve happened had communication been alot more professional  (better).  It is what it is. Thank you anyways. 
Best regards, [redacted].

Initial Business Response /* (1000, 5, 2014/08/07) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greenpestservices.net
Pointe Pest control deserves to get paid for a service we provided in which Mr. [redacted] was fully aware.
Initial...

Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree to an extent. I will take full responsibility for the one time service which I was fully aware of. What I was NOT aware of, was the early cancellation fee which was not discussed by their employee, [redacted] on the phone when signing up for said services. As I was not at my residence at the time of the said service, I did not sign their agreement or agree to any early cancellation fee of $150 by PPC. Further, when contacting their employee multiple times over a 4 week period to discuss my dissatisfaction with their service, I received no response back regarding remediation or resolution of my issue. When finally calling the main office, they stated he was no longer any employee and I'm responsible for early termination fee of $150. I agree to the $110 treatment but will not be responsible for the $150 cancellation as this was neither discussed or disclosed when "contracting" with Pointe Pest Control upon executing the contract for service. Employee or not, he was at one time a person of authority to enter customers into contracts with PPC, and as such, follow through by PPC should have been made for all of their former employee accounts. Again, full disclosure of the early termination fee was not made at the time of contract for service, and since unknown along with dissatisfaction and lack of response over a 4 week period by PPC, this early termination fee will not be paid. Again, I agree to the $110 for the one time service and will agree to timely payment for account closure.
Final Business Response /* (4000, 9, 2014/08/18) */
We will waive ALL fees and we will not contact this customer in the future. We are not admitting any wrong doing in any way. Pointe Pest Control will not sign up this person nor will we service anyone at that address in the future.

We will terminate the contract and waive all fees.

We will cancel all further appointments and give this customer a full refund.

Initial Business Response /* (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 $150.00 term fee. Anything else will not be...

acceptable.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry. I am not sure what [redacted] is saying. Can he please tell me what he means by anything else is not acceptable? I am not sure what this means. Can he please explain what is meant by this? Thank you very much
Final Business Response /* (4000, 13, 2014/04/18) */
Every time we serviced this property we had authorization. I am willing to refund the $150 term fee and $25.00 collection agency fee.
Final Consumer Response /* (4200, 11, 2014/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They will need to adjust the $175.00 they charged in addition to this. The invoice was for $110.00. My credit card then was charged $175.00. Not sure what that is about. That was for a quarterly charge in addition to the $175.00 for the term fee. It is fine that they never come near where we live again.
4/12/14 Please tell Mr. [redacted] in regards to all of the charges before I sign off. I am just not sure what I am agreeing to. Both of the charges? One of the charges? I am a disabled senior and the charges resolution is not clear to me. If he could address both of the issues it would be appreciated. We are talking about the term fee and the quarterly fee that was charged to my credit card in addition to turning me into collections. Sorry about my confusion. Would he be so kind to clarify for me?

Initial Business Response /* (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 /* (1000, 5, 2014/10/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greenpestservices.net
No one ever hung up on Ms. [redacted], the service was done on her property. We will have her account at a Zero balance by the...

end of the day. We will no longer contact this former customer.

Initial Business Response /* (1000, 5, 2014/03/10) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greenpestservices.net
Ms. [redacted] wanted to cancel service on 1/6/14. The snow wasn't an issue until it actually snowed. This customer...

was offered after hour services including weekends. The last time this customer had service at their home was 10/11/13. Basically our program doesn't skip winter services in which Ms. [redacted] was fully aware of this when we started service on their home. I called several times to talk to them and didn't get a response until I told them I was unable to delay their service any further. After The account was sent to our collection agency, I finally received a phone call. We have all documents that this customer has signed.

Initial Business Response /* (1000, 5, 2014/06/12) */
Contact Name and Title: [redacted] Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greenpestservices.net
Ms. [redacted] informed me 5 weeks after the service was done on her home that she didn't think the service was done...

because she had no evidence. I found that really odd and couldn't understand why she would wait so long to inform us. I offered to come back out there to service her home again in which she refused and said that in late March it was 4 feet of snow around her house. I'm completely aware of the winter we had and know for a fact that there wasn't 4 feet of snow there. We serviced her home and expected to get paid in which we didn't. I am willing to waive all fees but under no circumstance will we take her back as a customer in the future. This account is cancelled and will remain on pest control's DNC list because of dishonesty. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the waiver of all fees. It is my understanding that the those fees are in the amount of $267.93.
Final Consumer Response /* (450, 8, 2014/06/12) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

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....

I do apologize on behalf of my company. We take complaints of this nature very serious. I assure you this will be addressed immediately. If you have any questions, please contact me @ [redacted]Thank you[redacted]Branch Manager

You will be required to sign a year contract in order to obtain service. You will be charged $95 if you cancel this contract. Because I refused to do a year contract, they would not return to spray when the pest control did not work. If the product and service is so good, why won't they stand behind it without a contract (and expensive prices too).

Review: they performed unauthorized services and attempted to bill meDesired Settlement: to not charge me for unauthorized sevices

Business

Response:

This customer had signed an agreement with [redacted] last year for four treatments. Pointe Pest Control purchased [redacted] and we are in the process of servicing these existing contracts. We tried to perform the fourth and final treatment but the customer said she didn't want us to. Our owner spoke with her yesterday (4/7/14) and told her we will not perform the final treatment and she will not be billed for it.