Preventive Pest Control

We continue to say that Ms [redacted] is not a victim of deception Again, our inspector was in the attic with Mr [redacted] as he pointed out evidence of rodent activity in the attic There was never dialogue with the [redacted] s that indicated that rats were currently nesting in their attic, but that rodents have been in their attic previously and would continue to occupy their attic in the future on occasion if not excluded Rodents leave pheromone trails with their urine, feces, and glands on their body that indicate a harborage area that is safe that other rodents will follow My inspector showed signs of rodent activity to the [redacted] s and told them what we would do to exclude the home (work intended to keep rodents from entering the home) and the [redacted] s agreed to have us perform the work We have continued to offer to do whatever is needed to make sure our work is done appropriately We would be happy to send the roofing company that we started working with in January to inspect and repair (if needed) any entry points that may be present on the [redacted] 's roof at no charge We have been told that we are not welcome on her property, so this is not an option for us at this point We would like to request a mediation/arbitration hearing through the Revdex.com where we can sit together and come to a resolution on this matter Preventive Pest Control

We are responding today to the complaint issued by Ms [redacted] After reviewing the complaint, we reviewed all of our agreements, notes, and messages regarding Ms [redacted] 's account and have found that there are a few items that we see in difference with Ms [redacted] We hope that we can come to an agreement in this forum Attached for everyone's view are copies of our service agreement, New Customer Checklist, initial and follow up work orders, and our Cancellation fee that was sent to Ms [redacted] Ms [redacted] signed up with for our pest service on our service program that includes seven services over the course of one year As an incentive to do so, we gave her a $discount on her initial pest service that would target German Roaches We are happy to give this discount on service to customers that want a continued relationship with us As indicated on the agreement and new customer checklist that we went over with Ms [redacted] , our termination agreement states "if for any reason you are not able to fulfill the one year obligation associated with this agreement, you will be required to pay up to 60% of the remaining contract value" We performed service for Ms [redacted] on October 28, 2016, as well as a follow up service on November 8, As is our policy with german roach services, we called to follow up with Ms [redacted] on November 11, to see how services were going for her, but was told that she was at work and that she couldn't talk at the moment and would call us back We then reached out again to her on November 28, and was told that she was busy and couldn't talk with us at the moment The purpose of the follow up calls are to see if we need to come back out and service again to help take care of any pest problem that our customers may be experiencing These follow ups are at no additional charge and are available when we call and inquire with our customers how they are doing, or customers can call us at any time to let us know that they need extra service as well Ms [redacted] never let us know prior to our conversation on January 3, that she was having continued pest issues that we needed to come and take care of although we attempted twice prior to see how our service was working for her Multi-unit buildings such as the one that Ms [redacted] lives in can be particularly difficult to take care of since pests such as roaches can go from unit to unit more easily than in a residential setting This is why our follow up calls are important for us to communicate with our customers Our conversation with Ms [redacted] on January 3, was the first time we were made aware that she was having continued pest problems, and at this point she was no longer in the apartment to where we could come out and do additional serviceThis was also the month where her next regular scheduled service would have taken place We understand the circumstances where Ms [redacted] was able to leave her apartment We do not expect a full termination fee of $as Ms [redacted] said that we told her As attached in this reply, the termination fee that we sent to Ms [redacted] on January 3, was only for $ We cannot, however, agree to refund any money to Ms [redacted] because she did not communicate any need for additional service or let us know that she had continued problems with pests while she was still living in her apartment If we were made aware of this, we could have provided additional service to her at no cost We hope that we can come to an agreement to settle this dispute in a timely manner for all involved We would be happy to reduce to the amount needed to terminate the agreement to the discount given on the initial service on 10/28/of $ Thank You, Jeremy L [redacted] Preventive Pest Control

[redacted] , Below are the notes from our system showing the last few times that we have communicated with youIt shows that back in September of you requested to be contacted first and to okay each service that we sent outWe tried to contact you in Oct and Jan for your regular scheduled visits, but since we did not get an okay, we did not send anyone and we did not charge you for any services.We did reach you on your next visit, which was in April You let us know that you had a new puppy and had concernsWe reassured you that our products would not harm the puppy and let you know that you just needed to let the product dry before letting him down on the treated surfacesWe went ahead and did the service as you agreed and then we never received a payment for that serviceWe then called you for your next visit in July and you indicated that you wanted to cancel, but would not speak to a manager to finalize the cancellationDespite this, we still went ahead and cancelled your account We then sent reminder notices in the mail about the past due balanceAfter not hearing back for over a year, we listed the account with a collections agency Below are the notes from our system, showing the correspondence: Created by: 7/18/7:AM By [redacted] Last changed by: 7/18/7:AM - Edit - Remove Customer wants to cancel when I tried to transfer to a manager he said he was working.Created by: 4/20/7:AM By [redacted] Last changed by: 4/20/7:AM - Edit - Remove [redacted] called and wanted to cancel service at first because he was worried his new puppy would be unsafe around the products but I let him know the products dry in minutes and since his service is today it would not affect his puppy this weekendI let him know there was no odor or fumesCreated by: 9/17/10:AM By [redacted] Last changed by: 9/17/10:AM - Edit - RemoveMust OK after October service - Skip out after first call [redacted] wants treatment held off for a little bit

I am responding to the complaint filed by [redacted] I have also attached the copy of the service agreement as well as additional service reports from services we provided in September of I'm not sure where to begin with this complaint We eradicated bed bugs from Mr [redacted] 's property in question in November of We heard nothing additional from Mr [redacted] with any concerns or signs of bed bugs until September of (months) The maximum warranty that we give to a property for bed bugs is approximately months Because of the transient nature of bed bugs, it is impossible to "prevent" bed bugs from re-infesting a property if they are re-introduced Our agreement specifically makes mention on page under Bedbug Specific Terms and Conditions that:"the service warranty will be null and void if it is determined that the occupant has taken actions that are likely to cause reintroduction of bedbugs into the unit Examples include, but are not limited to, the introduction of new or used furniture or any other infested items not previously in unit, new occupants living in the unit that were not previously occupying the unit, and transient activity of persons associated with the unit"The property in question is a property that houses individuals that lease individual rooms This arrangement of tenants moving in and out of the property nulls the warranty, although we did eradicate bedbugs from the property months previous Mr [redacted] claiming to not receive an "all clear" as a reason he wants us to treat again at no charge, or receive a refund for the job we successfully did is puzzling to me With no reports of bites or signs of bed bugs for months, is a fantastic sign that they had been taken care of It would be impossible for tenants to not be aware of bedbugs if they were not eradicated for the last months The breeding capability of bedbugs untreated for months would be to the point to where they would not only be visible at night, but during the day as well - meaning that their numbers would be near uncontrollable The claims of us not sending Mr [redacted] copies of his agreement and follow up reports are not true as well Also attached is a copy of email communication of us sending him all of the requested information on October 10, My service Manager, Jonny, has spoken with Mr [redacted] on multiple occasions about this issue and have provided Mr [redacted] with whatever he has requested - except free service again for his property We clearly see this as a case of reintroduction of bed bugs because of the arrangement that Mr [redacted] has with his property as a Leasing property It does not matter the demographic of the tenants that are housed there as to if they could bring bed bugs into the property or not Mr [redacted] 's claim that it would not be possible for his tenants to introduce bed bugs to his property is simply said out of not understanding the nature of the pest We service homes for bed bugs that range from apartments to million dollar homes Initially Mr [redacted] requested that we do another service for an individual room at no charge months after our last service Our protocol states that if bed bugs are seen in a property at all, it is required that we treat each sleeping are in the property Not seeing bed bugs isn't necessarily a sign that they are not there We know from previous experience that treating a single room at a time WILL NOT eliminate bed bugs We also at this time (attached service report dated 9/30/2016) became aware of the transient nature of the property with individuals moving in and out and let him know that this was a reintroduction case and that we could no longer do service without charging because that nullified any sort of warranty.We appreciate the business that Mr [redacted] has given us in the past, but we feel it is not within our expectation to refund any money for a successful bedbug treatment performed months previously, or to do additional work at no charge that is substantial Bedbugs have become a significant pest in the Houston area over the last three years I did not do a single bed bug job my first years in business, but three years ago the calls started coming in for them It has been such a concern that we have sent two teams to BedBug Central in New Jersey to "Bedbug Bootcamp" for training This boot camp is a four day training that incorporates classroom as well as field work We are one of only two companies in Houston that has received this training We understand the frustration financially and emotionally that bedbugs can create and try to work with our customers as best we can to ensure we are doing a great job for them But in this case, we feel as if we have not done a job that would justify a refund Thank You,Jeremy [redacted] Preventive Pest Control

Hey ***, This is [redacted] with Preventive Pest ControlI did some research on your account and this is what I foundYou started service with us in July You signed up to do a regular maintenance plan with us on an every other month cycleYou agreed to do a total of services with usBelow are the dates that we did service:7/27/Initial Service Paid by Ccard on 8/30/139/18/1st Regular Service Paid by Ccard on 9/19/1311/6/2nd Regular Service Paid by Ccard on 8/29/We also emailed you a copy of this invoice as a courtesy1/10/3rd Regular Service Paid by Ccard on 8/29/We also emailed you a copy of this invoice as a courtesyAfter finally receiving the payment in Aug 2014, We attempted to contact you to finish the remaining services left on your agreementYou informed us that you were unhappy and wanted to cancel our servicesWe then sent you a cancellation fee in lieu of the remaining servicesWe never heard back nor received payment for the cancel feeWe waited as long as we could and finally hadno choice but to list the account with our collection agency in Jan All of the services we did at your home, you have paid us forThe only thing you owe is for cancelling prior to finishing all of your servicesWe would be happy to finish out the remaining services on your accountPlease contact me and We can discuss the details of how to proceedThanks so much

I am responding today to the complaint issued by Ms*** I have also included in this response copies of the agreement that we have with the ***s as well as the graph our inspector, *** ***, drew indicating entry points of rodents at the ***s home Ms***'s complaint
indicates that they made their decision to have their rodent exclusion service performed based on a rodent inspection report that stated they were "infested with roof rats" The reality of the situation is that our inspector, *** ***, went over in great detail with Mr*** (while both were in the attic of their home) evidence of rodent activity in their attc that included tunnels that the rodents were using to travel in the attic as well as possible entry points that rats were using to gain entry to the home No visible rats were seen during the inspection, but evidence of rodent activity was pointed out in the attic to Mr***, as well as possible entry points on the exterior of the home with Mr and Mrs*** walking with our inspector around the home It was after seeing evidence of rodent activity in the attic and the possible points of entry with our inspector that the decision was made by the ***s to have our Rodent Exclusion service performed It is NOT uncommon to have rodents gain entry to a structure periodically and not stay, or nest It is VERY common to have rodents nest close to a structure and periodically enter a structure looking for what they need to survive which is (just as it for us): food, water, and shelter The attic of a home can provide shelter (whether it is temporary or a more permanent situation by nesting in the insulation), and it can also be a source of food and water by using the attic to gain entry to the home A successful rodent exclusion service would be where we exclude all points of entry to the home where rodents may enter This would include (as indicated on the attached graph) all weep holes along the bottom row of bricks on the home, possible roof pitches that may need exclusion, garage entry points, areas of entry where air conditioning lines enter the house, as well as any other possible entry points custom to the home This work was done at the ***'s home with quality workmanship by one of our trained rodent technicians It is NOT uncommon to not catch rodents AFTER an exclusion has been performed Once evidence of rodents have been found in an attic (which may not include live rodents), Most customers are very happy to not have evidence of continued rodent activity which would consist of hearing something in the attic or seeing additional droppings after our work has been performed This is honestly our first complaint from a customer where they were upset that we were not continuing to catch rats AFTER the exclusion was performed Again, it is NOT UNCOMMON for rodents to periodically enter a structure and not stay; but repeatedly visit Rodents leave a pheromone trail in their urine, droppings, as well as other glands that secrete a chemical trail letting other rats know that it is safe to "go this way" and that "this structure is OK" Once that has happened, a continued rodent problem can be expected As the agreement states, trapping and removal of rats is included in their service ALONG WITH exclusion We do not trap rodents on every rodent exclusion service when our exclusion service is performed When done successfully, all points of entry are eliminated and we keep the rats out of the home We trap rodents after an exclusion when active rodent nesting is observed, or we have missed some points of entry where rats can gain entry to the home after our service In these cases, as indicated on our agreement, we will return as often as needed until the home is rodent free We stand by our service guarantee by continuing to provide additional service (at no cost) until our customer's problems are taken care of In this case, the only complaint is that we didn't catch rodents AFTER our exclusion was performed There is not a whole lot that we can do with that, especially when Ms***'s only resolution is 100% of her money back There is no complaint of the service not working; the complaint is actually that we professionally excluded her home Again, our inspector brought Mr*** up to the attic to show him evidence of rodent activity - NOT LIVE RATS He walked with Mrand Mrs*** around their home to show them possible points of entry of rats into their home - NOT LIVE RATS The decision was made by the ***'s to have our service performed after seeing evidence of rats We have spoken to Ms*** multiple times and have even gone back out to their home to see if anything additionally may need to be done so far as our workmanship goes We offered to give the ***s a $credit to their account to cover future pest control service (which still is offered by us), but this was refused Ms***'s only way of resolving this when she has spoken with us is a 100% refund, which we cannot agree to do.Jeremy ***, OwnerPreventive Pest Control

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Preventive Pest Control said:
and would continue to occupy their attic in the future on occasion if not excluded. My inspector showed signs of rodent activity to the ***s and told them what we would do to exclude the home (work intended to keep rodents from entering the home)Our response is simple Preventive failed to seal of main entry ways on the roofAfter the day contract ended, not one roof rat was trappedThe conclusion is obviousThey failed to fulfil their contract by excluding all access ways and yet no rats. The owner is failing to realize just how badly he has deceived us. We want nothing to do with his companyMr*** uses contradictions as the above statement confirmsHe has no integrity so we have filed a suit with Small Claims court and will not accept his invitation into mediation with Revdex.com but we will let you know how this turns out so you can help other consumers

I have been a customer for several years and can honestly say that my service tech Nic B*** is one of the main reason I'm still with the companyHe is always on time, courtesy and efficient and if I had a problem he always resolves it in a timely manner
As long as Nic is there my account will be there

We would like to apologize to Mr*** for any confusion that this has brought up We understand that we were not able to take care of the ants at Mr***'s home to their satisfaction We do offer free re-services for customers between services to take care of issues like this
that may arise There is no limit to the number of free re-services between regular scheduled services and we try to make it to the customer's home as soon as possible if we are notified of an issue No re-services have been scheduled for Mr*** in the time they have been with our company.The charge on the account is for a regular service that was completed on April 26, A call notification as well as email notification was sent out on April 25, at 11:am to the primary number on the account as well as the primary email Attached you will find a screen shot confirming the email notificationThe call notification is done through a separate system to the designated phone number that has always reached the customer for all previous services Our technician was at the home from 11:to 11:on April 26th for the service Attached you will find a GPS tracking report for the truck at the customer's address A general exterior service takes about 12-minutes We have spoken with the technician who serviced the home He has serviced this home on previous occasions and stated that a complete service was done, but that he would be happy to go back to the customers home if they are having a problem As stated on the agreement and the new customer checklist, a customer is not required to be home at the time of service, but may call in and request to be home or have the inside sprayed at any time The signed agreement and checklist by Mr*** are also attached.When Mr*** called in on April 27th to question whether or not we completed the service and to say they were having a problem with ants, we reported that the technician did do the service, but that we would be happy to come out and treat any areas again that Mr *** was concerned about for free as well as address the ant situation The customer refused and then cancelled the account stating they had already signed up with another company No prior notice was given to us that the customer wanted to cancel their account There are a total of services on the customer agreement that has been signed The service that was done on April 26th was the 6th service completed at the home The other services completed at the home occurred on 4/8/16, 5/27/16, 8/29/16, 10/31/16, and 2/8/The cancellation fee that has been paid was for the 7th service that had not yet been completed, not for the service that was completed on the 26th.We believe the charge on the account stands because a service had been provided We understand that Mr*** has cancelled the account, but we are still willing to provide the free re-service to address any concerns at the home

Hey ***, This is *** with Preventive Pest ControlI did some research on your account and this is what I foundYou started service with us in July You signed up to do a regular maintenance plan with us on an every other month cycleYou agreed to do a total of services with us
Below are the dates that we did service:7/27/Initial Service Paid by Ccard on 8/30/9/18/1st Regular Service Paid by Ccard on 9/19/11/6/2nd Regular Service Paid by Ccard on 8/29/We also emailed you a copy of this invoice as a courtesy
1/10/3rd Regular Service Paid by Ccard on 8/29/We also emailed you a copy of this invoice as a courtesy
After finally receiving the payment in Aug 2014, We attempted to contact you to finish the remaining services left on your agreementYou informed us that you were unhappy and wanted to
cancel our servicesWe then sent you a cancellation fee in lieu of the remaining servicesWe never heard back nor received payment for the cancel feeWe waited as long as we could and finally had
no choice but to list the account with our collection agency in Jan All of the services we did at your home, you have paid us forThe only thing you owe is for cancelling prior to finishing all of your services.
We would be happy to finish out the remaining services on your accountPlease contact me and We can discuss the details of how to proceedThanks so much

I see that this complaint says that it was sent to me previously, but this is the first that I am aware of receiving it.  I am out of the office this afternoon, but will be able to respond properly to this complaint on Tuesday, October 25. Thank You, Jeremy [redacted]Preventive Pest...

Control

Hey [redacted], This is [redacted] with Preventive Pest Control. I did some research on your account and this is what I found. You started service with us in July 2013. You signed up to do a regular maintenance plan with us on an every other month cycle. You agreed to do a total of 7 services with us. Below are...

the dates that we did service:7/27/13 Initial Service 39.00 Paid by Ccard on 8/30/139/18/13 1st Regular Service 74.00 Paid by Ccard on 9/19/1311/6/13 2nd Regular Service 74.00 Paid by Ccard on 8/29/14 We also emailed you a copy of this invoice as a courtesy1/10/14 3rd Regular Service 74.00 Paid by Ccard on 8/29/14 We also emailed you a copy of this invoice as a courtesy. After finally receiving the payment in Aug 2014, We attempted to contact you to finish the remaining 3 services left on your agreement. You informed us that you were unhappy and wanted to cancel our services. We then sent you a cancellation fee in lieu of the 3 remaining services. We never heard back nor received payment for the cancel fee. We waited as long as we could and finally hadno choice but to list the account with our collection agency in Jan 2016. All of the services we did at your home, you have paid us for. The only thing you owe is for cancelling prior to finishing all of your services. We would be happy to finish out the remaining services on your account. Please contact me and We can discuss the details of how to proceed. Thanks so much.

[redacted], Below are the notes from our system showing the last few times that we have communicated with you. It shows that back in September of 2015 you requested to be contacted first and to okay each service that we sent out. We tried to contact you in Oct 2015 and Jan 2016 for your regular...

scheduled visits, but since we did not get an okay, we did not send anyone and we did not charge you for any services.We did reach you on your next visit, which was in April 2016. You let us know that you had a new puppy and had concerns. We reassured you that our products would not harm the puppy and let you know that you just needed to let the product dry before letting him down on the treated surfaces. We went ahead and did the service as you agreed and then we never received a payment for that service. We then called you for your next visit in July 2016 and you indicated that you wanted to cancel, but would not speak to a manager to finalize the cancellation. Despite this, we still went ahead and cancelled your account.  We then sent reminder notices in the mail about the past due balance. After not hearing back for over a year, we listed the account with a collections agency.  Below are the notes from our system, showing the correspondence: Created by: 7/18/2016 7:55 AM By [redacted] Last changed by: 7/18/2016 7:55 AM   - Edit - Remove Customer wants to cancel when I tried to transfer to a manager he said he was working.Created by: 4/20/2016 7:16 AM By [redacted] Last changed by: 4/20/2016 7:16 AM - Edit - Remove[redacted] called and wanted to cancel service at first because he was worried his new puppy would be unsafe around the products but I let him know the products dry in 15 minutes and since his service is today it would not affect his puppy this weekend. I let him know there was no odor or fumes. Created by: 9/17/2015 10:25 AM By [redacted] Last changed by: 9/17/2015 10:25 AM  - Edit - RemoveMust OK after October service - Skip out after first call. [redacted] wants treatment held off for a little bit

We continue to say that Ms. [redacted] is not a victim of deception.  Again, our inspector was in the attic with Mr. [redacted] as he pointed out evidence of rodent activity in the attic.  There was never dialogue with the [redacted]s that indicated that rats were currently nesting in their attic, but that rodents have been in their attic previously and would continue to occupy their attic in the future on occasion if not excluded.  Rodents leave pheromone trails with their urine, feces, and glands on their body that indicate a harborage area that is safe that other rodents will follow.  My inspector showed signs of rodent activity to the [redacted]s and told them what we would do to exclude the home (work intended to keep rodents from entering the home) and the [redacted]s agreed to have us perform the work.  We have continued to offer to do whatever is needed to make sure our work is done appropriately.  We would be happy to send the roofing company that we started working with in January to inspect and repair (if needed) any entry points that may be present on the [redacted]'s roof at no charge.  We have been told that we are not welcome on her property, so this is not an option for us at this point.  We would like to request a mediation/arbitration hearing through the Revdex.com where we can sit together and come to a resolution on this matter.   Preventive Pest Control

We are responding today to the complaint issued by Ms. [redacted].  After reviewing the complaint, we reviewed all of our agreements, notes, and messages regarding Ms. [redacted]'s account and have found that there are a few items that we see in difference with Ms. [redacted].  We hope that we can...

come to an agreement in this forum.  Attached for everyone's view are copies of our service agreement, New Customer Checklist, initial and follow up work orders, and our Cancellation fee that was sent to Ms. [redacted].  Ms. [redacted] signed up with for our pest service on our service program that includes seven services over the course of one year.  As an incentive to do so, we gave her a $40 discount on her initial pest service that would target German Roaches.  We are happy to give this discount on service to customers that want a continued relationship with us.  As indicated on the agreement and new customer checklist that we went over with Ms. [redacted], our termination agreement states "if for any reason you are not able to fulfill the one year obligation associated with this agreement, you will be required to pay up to 60% of the remaining contract value".  We performed service for Ms. [redacted] on October 28, 2016, as well as a follow up service on November 8, 2016.  As is our policy with german roach services, we called to follow up with Ms. [redacted] on November 11, 2016 to see how services were going for her, but was told that she was at work and that she couldn't talk at the moment and would call us back.  We then reached out again to her on November 28, 2016 and was told that she was busy and couldn't talk with us at the moment.  The purpose of the follow up calls are to see if we need to come back out and service again to help take care of any pest problem that our customers may be experiencing.  These follow ups are at no additional charge and are available when we call and inquire with our customers how they are doing, or customers can call us at any time to let us know that they need extra service as well.  Ms. [redacted] never let us know prior to our conversation on January 3, 2017 that she was having continued pest issues that we needed to come and take care of although we attempted twice prior to see how our service was working for her.  Multi-unit buildings such as the one that Ms. [redacted] lives in can be particularly difficult to take care of since pests such as roaches can go from unit to unit more easily than in a residential setting.  This is why our follow up calls are important for us to communicate with our customers.  Our conversation with Ms. [redacted] on January 3, 2017 was the first time we were made aware that she was having continued pest problems, and at this point she was no longer in the apartment to where we could come out and do additional service. This was also the month where her next regular scheduled service would have taken place.  We understand the circumstances where Ms. [redacted] was able to leave her apartment.  We do not expect a full termination fee of $200 as Ms. [redacted] said that we told her.  As attached in this reply, the termination fee that we sent to Ms. [redacted] on January 3, 2017 was only for $65.  We cannot, however, agree to refund any money to Ms. [redacted] because she did not communicate any need for additional service or let us know that she had continued problems with pests while she was still living in her apartment.  If we were made aware of this, we could have provided additional service to her at no cost.  We hope that we can come to an agreement to settle this dispute in a timely manner for all involved.  We would be happy to reduce to the amount needed to terminate the agreement to the discount given on the initial service on 10/28/2016 of $40.  Thank You, Jeremy L[redacted]Preventive Pest Control

I am responding to the complaint filed by [redacted].  I have also attached the copy of the service agreement as well as additional service reports from services we provided in September of 2016.  I'm not sure where to begin with this complaint.  We eradicated bed bugs from Mr. [redacted]'s property in question in November of 2015.  We heard nothing additional from Mr. [redacted] with any concerns or signs of bed bugs until September of 2016 (10 months).  The maximum warranty that we give to a property for bed bugs is approximately 5 months.  Because of the transient nature of bed bugs, it is impossible to "prevent" bed bugs from re-infesting a property if they are re-introduced.  Our agreement specifically makes mention on page 2 under Bedbug Specific Terms and Conditions that:"the service warranty will be null and void if it is determined that the occupant has taken actions that are likely to cause reintroduction of bedbugs into the unit.  Examples include, but are not limited to, the introduction of new or used furniture or any other infested items not previously in unit, new occupants living in the unit that were not previously occupying the unit, and transient activity of persons associated with the unit"The property in question is a property that houses individuals that lease individual rooms.  This arrangement of tenants moving in and out of the property nulls the warranty, although we did eradicate bedbugs from the property 10 months previous.  Mr. [redacted] claiming to not receive an "all clear" as a reason he wants us to treat again at no charge, or receive a refund for the job we successfully did is puzzling to me.  With no reports of bites or signs of bed bugs for 10 months, is a fantastic sign that they had been taken care of.  It would be impossible for tenants to not be aware of bedbugs if they were not eradicated for the last 10 months.  The breeding capability of bedbugs untreated for 10 months would be to the point to where they would not only be visible at night, but during the day as well - meaning that their numbers would be near uncontrollable.  The claims of us not sending Mr. [redacted] copies of his agreement and follow up reports are not true as well.  Also attached is a copy of email communication of us sending him all of the requested information on October 10, 2016.  My service Manager, Jonny, has spoken with Mr. [redacted] on multiple occasions about this issue and have provided Mr. [redacted] with whatever he has requested - except free service again for his property.  We clearly see this as a case of reintroduction of bed bugs because of the arrangement that Mr. [redacted] has with his property as a Leasing property.  It does not matter the demographic of the tenants that are housed there as to if they could bring bed bugs into the property or not.  Mr. [redacted]'s claim that it would not be possible for his tenants to introduce bed bugs to his property is simply said out of not understanding the nature of the pest.  We service homes for bed bugs that range from apartments to million dollar homes.  Initially Mr. [redacted] requested that we do another service for an individual room at no charge 10 months after our last service.  Our protocol states that if bed bugs are seen in a property at all, it is required that we treat each sleeping are in the property.  Not seeing bed bugs isn't necessarily a sign that they are not there.  We know from previous experience that treating a single room at a time WILL NOT eliminate bed bugs.  We also at this time (attached service report dated 9/30/2016) became aware of the transient nature of the property with individuals moving in and out and let him know that this was a reintroduction case and that we could no longer do service without charging because that nullified any sort of warranty.We appreciate the business that Mr. [redacted] has given us in the past, but we feel it is not within our expectation to refund any money for a successful bedbug treatment performed 10 months previously, or to do additional work at no charge that is substantial.  Bedbugs have become a significant pest in the Houston area over the last three years.  I did not do a single bed bug job my first 12 years in business, but three years ago the calls started coming in for them.  It has been such a concern that we have sent two teams to BedBug Central in New Jersey to "Bedbug Bootcamp" for training.  This boot camp is a four day training that incorporates classroom as well as field work.  We are one of only two companies in Houston that has received this training.  We understand the frustration financially and emotionally that bedbugs can create and try to work with our customers as best we can to ensure we are doing a great job for them.  But in this case, we feel as if we have not done a job that would justify a refund.   Thank You,Jeremy [redacted]Preventive Pest Control

I have been out of town for Christmas and have been away from my email for the last week.  I will be back in the office on January 4 and will be able to respond appropriately then.  I have forwarded this complaint to my office manager and we are reviewing it to be able to resolve it in the...

best way when I return.Thanks,Jeremy L[redacted], OwnerPreventive Pest Control