Premier Protection Corporation

We apologize for the inconvenienceOur Service Manager Toks went to the property today 05/12/and collected the trapsHe spoke to the customer and apologizedWe are refunding the customer $This generally takes 10-daysThe manager who was dealing with this originally is no longer with the companyAgain we apologize and will be processing the refund check

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I think there response is indicative of their lack of client serviceThey failed to complete the job properly on two successive treatmentsThey did the exterior and not the interior on two occasionsThis is not performing their end of the agreement and just grounds for me cancelling the serviceAt this point the contract is in breach and any of their fine print cancellation fees should not applyIn any event charging people cancellation fees of 45% of services not even scheduled, regardless of the fine print is bad businessThey were not willing to negotiate on any point and simply sent it to collectionsIn addition there staff were not pleasant at all on the phoneIt is clear from the explanation that they feel totally justified in their actionsThis is based on their rules and operationConsumers should be aware that once caught in their web, you will be charged extra to get out no matter what the level of poor service they provide Regards, [redacted]

In response to this complaint; the property at [redacted] has been under our Termite Treatment Warranty since We noted termite activity in and treated the area (per label instructions) accordinglyAgain in we treated the same area to ensure the termites were not active and that the infestation was eliminatedWe have continued to do our annual visual inspections per the warranty termsWe do recognize that once the siding and or steps were removed, there was visible damage under the door, in the same area where we treatedNone of this appears to be newWe would not have been able to see that damage in a routine annual inspection as our inspections are visual and the damage was concealedAccording to the terms of the warranty(we have attached a copy of this dated 1999), we do not cover repairsWe did honor the terms and conditions of our warranty by treating this area on separate occasions(see attached documentation)We did furnish the chemicals, materials and labor to eliminate reinfestationThis damage that is being referenced is not only old termite damage, but appears to be moisture related as well(reference attached pictures)At this time, we are standing by our warranty and the services provided and will not be rendering a refund or payment of repairs per the customer’s request

We are sorry to hear that [redacted] is unhappy with our serviceHe signed up for a year of service@$He paid the initial service plus moreWe have no notes indicating that the customer called in and requested interior service or that there were any issues, until we sent him to collections for a past due balance The next action on account was: Created by: 1/7/10:AM By ***@connorspest.com Last changed by: 1/7/10:AM By ***@connorspest.com - Edit - Remove [redacted] called into cancel his pest control servicesHe mentioned not appreciating us sending him a collection letterInfo forwarded to both Andrew & [redacted] for review, plus follow up with this customer.Created by: 2/13/4:PM By [redacted] @connorspest.com Last changed by: 2/13/4:PM By [redacted] @connorspest.com - Edit - RemoveCustomer indicated that service had not been completed correctlyI offered to have a tech complete the service and also offered to fix our mistake, he than gave me no opportunity to mention anything elseStated that he will not pay for a mistake we made and it should of been completed correctly the first timeI mentioned the early cancellation fee and he didn't like that very muchAccount had been cancelled and customer will be sent to collections for past due plus early cancellation fee.Customer was charged in accordance with our cancel policy which is 45% of the remaining balance of the contractHe was also charged FInance fee of $In closing, we offered to come back and make it rightWe also credited the $Collection company fee

We apologize for any frustration this has causedWe did make recommendations to the customer that were not followedIn good faith, we are offering a full refund of $in the form of a checkThis has been submitted for processing and generally take 2-weeksGoing forward we will not perform any further services at this property We hope the customer finds this resolution to be acceptable The true solution to this problem is out of our scopeWe apologize and hope everything works out for them!

From: [redacted] Date: Fri, Oct 16, at 8:AMSubject: Fwd: [redacted] Here is the response from the overdue complaintI was out on maternity leave, and upon return the Revdex.com website would not let me update or make response because it was lateThe issue has been handled by our Construction DivisionAttached is the estimate requested by customerThey have received this as wellIs there anything we need to do on our end in terms of the Revdex.com website responseThanks [redacted] [redacted]

In September Connors Construction was contacted by *** *** *** at *** *** **, Woodbridge VA to give an estimate on
repair to the front stoop of her homeThe Construction Manager of the Company
went out to give this estimateUpon his inspection he noted the loose mortar
and
decomposed brick but also the poorly applied sealant already on the surface
of the clients stoop*** *** asked this Construction manager to also include
removal of this sealant in his estimate along with resealing itThe
Construction manager advised *** *** against resealing the brick because,
in time, she would have the same issue with that sealant as she was having with
the pre-existing sealant already applied to her stoop*** ***, however,
was determined to have it sealed and as a result the Construction Manager
included it on her estimateAfter acceptance of the agreement by *** ***
a Lead Contractor employed by Connors Construction went out and began the work
He power washed and applied the muriatic acid to the original sealant first,
then allowed it to dry so that he could come back and start with the masonry
workDuring the re-pointing and replacement of the bricks, as per the
estimate, the Lead Contractor noted that the mortar was of a special grade and
that could only be made at a brick yardHe notified *** *** and the
promptly went and ordered the special grade mortarOnce the mortar was made he
finished his masonry repairs to the stoop and left that day, planning on coming
back after it had dried to reseal itDuring this interim period *** *** expressed
that she felt the installed bricks were not installed correctly because they
were not level with the others and she feared it would be a tripping hazard
The Lead Contractor was the sent to her home to look at the product and explain
to the client that, until the mortar fully dries and the bricks have a chance
to settle they will not be flushed with the older settled brick, and to assure
her the height difference was roughly 1/16” and would not be a tripping hazard
Once this was made clear to *** *** she agreed and then asked when he
would be sealing the brickAt this time the Lead Contractor reiterated the
same concerns the Construction Manager had, that if they were to seal the brick
again it would cause the same aesthetic problem she had been dealing with
because of the previous sealantNevertheless, *** *** insisted that the
sealant be applied and the Lead Contractor complied after making sure his
mortar joints where tight and the old sealant fully goneOnce he was finished
*** *** paid for the work and in doing so closed out the contractSubsequently,
in November 2014, *** *** called Connors Construction and expressed
concern that the new sealant we applied seemed to be showing similar symptoms
of the problem her original sealant hadAt this time the Construction Manager
who had originally proposed the work was no longer employed by Connors
ConstructionHowever the Lead Contractor, who had originally done the job,
went out to see what was occurring with the client’s front stoopAt the time
he met with *** *** he again explained that this was the very problem he
and the previous Construction Manager had warned her aboutUnsatisfied with
this answer she demanded that he remove the sealant and do it over againThe Lead
Contractor declined this request, rightly stating that she had been warned of
this issue already and the terms of the contract had been fulfilled*** ***
then made several calls to the office attempting to have someone come out and
re do the work, The Office Manager informed her that we could not come out
under the warranty because the contract had already be fulfilled and she had
been made aware the issue was going to occur, on the other hand if she wished
for pay for someone to come out and remove the sealant, Connors could make that
happenShe declined and did not contact the office again about the issue that
yearThen in March *** *** called into Connors Pest Control
expressing he dissatisfaction with the work and demanding someone come out and
fix itConnors pest control then alerted Connors Construction of the
complaintWhen Connors Construction received the complaint, the new
Construction Manager (Hired In Feb 2015) went out to address her concern as
soon as he was ableDuring this meeting he reiterated the fact that she was
advised against this before the original application, but, as a courtesy to her
we would come out and remove as much of the sealant as possibleAfter this conference,
a crewman was sent out and power washed away the sealant as best he could and
used muriatic acid to scrub away a few of the more concentrated spotsThis
caused a little of the mortar to come loose and not all of the sealant was able
to be removedThe client was informed and very unhappy with this outcome even
though it had been made clear that was the only outcome to the removalBecause
of this, and the previous complaints from *** ***, Connors Construction
would like to offer her $in the hopes that she can find someone who can fix
her problemConnors would be more than willing to work with this client in the
hopes of eventually reaching a solution appealing to both parties, but as
outlined above, it has become clear to us that the way we operate and the
processes that we use as general contractors are obviously not up to the
standards of *** *** and it would be a disservice to her if we were to
continue work on her home

This complaint has been resolvedOur branch manager personally went to the property and corrected any work which was not to satisfactionWe also credited the $requestedIf any other issues arise, please let us knowWe apologize again for the trouble

In response to this complaint; the property at [redacted] has been under our Termite Treatment Warranty since 1994. We noted termite activity in 1994 and treated the area (per label instructions) accordingly. Again in 1999 we treated the same area to ensure the termites were not active and...

that the infestation was eliminated. We have continued to do our annual visual inspections per the warranty terms. We do recognize that once the siding and or steps were removed, there was visible damage under the door, in the same area where we treated. None of this appears to be new. We would not have been able to see that damage in a routine annual inspection as our inspections are visual and the damage was concealed. According to the terms of the warranty(we have attached a copy of this dated 1999), we do not cover repairs. We did honor the terms and conditions of our warranty by treating this area on 2 separate occasions(see attached documentation). We did furnish the chemicals, materials and labor to eliminate reinfestation. This damage that is being referenced is not only old termite damage, but appears to be moisture related as well(reference attached pictures). At this time, we are standing by our warranty and the services provided and will not be rendering a refund or payment of repairs per the customer’s request.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

I do not recall John B[redacted] saying he advised against sealing the brick. I do recall him saying that it can be done. The only reason I reseal the brick was because the previous owner of the home sealed the brick pavement. In addition, their report is inaccurate. The brick placed was not of the correct size and height. It was not the mortar that cause it not be level. It was a completely different size. Once the repair person replaced it with the correct brick there was no problem. I could not believe that they would leave the brick the way it was which was a TRIPPING HAZARD to our elderly and pediatric parents/visitors. The timeline is also incorrect because it took about 6 months for them to do anything about the sealant. David, new lead, actually indicated that the reason the sealant was opaque was because his representative placed in in 24h after washing the bricks. It was a sloppy job by a novice brick layer and we have been more than patient in having this done properly. We want the job completed because $500 will not be enough to have another person have the brick joints/mortar fixed. They should do the job properly as any business owner would do who has a customer who have both their pest control and construction work with them
As a physician I do not treat my patients this way. I treat their ailments in a timely manner. I do not take almost a year to do the job. I don't place the wrong part in their body and do not do a sloppy job and expect them to settle with that. I strive for excellence and if a mistake is made I own up to it. I do the best I can to rectify the situation. From September to now, for the job not to be completed is deplorable. There has been multiple calls and emails in hope to rectify the situation. There has been no show to appointment by them. With therefore loss of wages for my husband and I waiting for them to show up. We have been more than patient and would like it to be complete now. I do not want $500 which is less than it would cost to do the job now. I want the job completed as we know they can. We paid $1800 for a job. I do not want to go through another year of my brick mortar/joint open and exposed to elements. Please complete the job. We have been very patient. I even left a message for David B[redacted] after I emailed Revdex.com and he said he would send someone out to complete the job once it stop raining so please honor your word.

From: [redacted] Date: Fri, Oct 16, 2015 at 8:00 AMSubject: Fwd:[redacted]
Here is the response from the overdue complaint. I was out on maternity leave, and upon return the Revdex.com website would not let me update or make response because it was late. The issue has been...

handled by our Construction Division. Attached is the estimate requested by customer. They have received this as well. Is there anything we need to do on our end in terms of the Revdex.com website response. Thanks[redacted]   [redacted]

We apologize for the inconvenience. Our Service Manager Toks went to the property today 05/12/16 and collected the traps. He spoke to the customer and apologized. We are refunding the customer $300.00. This generally takes 10-14 days. The manager who was dealing with this originally is no longer...

with the company. Again we apologize and will be processing the refund check.

Hello
I have reviewed the response made by the business in reference to complaint ID 10711015, and find that this resolution is partly satisfactory to me. We also have pest control with Connor and paid for the full year. Since Connor is dissolving all services with us that also include Pest control. Therefore we would like to be reimbursed also for the rest of the year which is $188 of the total of $376 that we paid. I will forward the bill we paid in March to Revdex.com website since I am having a hard time uploading the email. This does not include the termite control of $125 we paid in full in September 2014 but since it is closed end of the year we will disregard that amount. Agreeing to the total of $2028 ($1840 + $188) would finalize our business relationship. Thank you.
Best Regards
[redacted] and [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I think there response is indicative of their lack of client service. They failed to complete the job properly on two successive treatments. They did the exterior and not the interior on two occasions. This is not performing their end of the agreement and just grounds for me cancelling the service. At this point the contract is in breach and any of their fine print cancellation fees should not apply. In any event charging people cancellation fees of 45% of services not even scheduled,  regardless of the fine print is bad business. They were not willing to negotiate on any point and simply sent it to collections. In addition there staff were not pleasant at all on the phone. It is clear from the explanation that they feel totally justified in their actions. This is based on their rules and operation. Consumers should be aware that once caught in their web, you will be charged extra to get out no matter what the level of poor service they provide.
Regards,
[redacted]

We apologize for any frustration this has caused. We did make recommendations to the customer that were not followed. In good faith, we are offering a full refund of $1840.00 in the form of a check. This has been submitted for processing and generally take 2-4 weeks. Going forward we will not perform any further services at this property.  We hope the customer finds this resolution to be acceptable.  The true solution to this problem is out of our scope. We apologize and hope everything works out for them!

We are sorry to hear that [redacted] is unhappy with our service. He signed up for a year of service. @$674. He paid the initial service plus 2 more. We have no notes indicating that the customer called in and requested interior service or that there were any issues, until we sent him to collections...

for a past due balance.  The next action on account was: Created by: 1/7/2017 10:03 AM By [redacted]@connorspest.com Last changed by: 1/7/2017 10:03 AM By [redacted]@connorspest.com - Edit - Remove[redacted] called into cancel his pest control services. He mentioned not appreciating us sending him a collection letter. Info forwarded to both Andrew & [redacted] for review, plus follow up with this customer.Created by: 2/13/2017 4:06 PM By [redacted]@connorspest.com Last changed by: 2/13/2017 4:06 PM By [redacted]@connorspest.com - Edit - RemoveCustomer indicated that service had not been completed correctly. I offered to have a tech complete the service and also offered to fix our mistake, he than gave me no opportunity to mention anything else. Stated that he will not pay for a mistake we made and it should of been completed correctly the first time. I mentioned the early cancellation fee and he didn't like that very much. Account had been cancelled and customer will be sent to collections for past due plus early cancellation fee.Customer was charged in accordance with our cancel policy which is 45% of the remaining balance of the contract. He was also charged FInance fee of $7.26. In closing, we offered to come back and make it right. We also credited the $20.00 Collection company fee.

[A default letter is provided...

here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]