Pro Defense Pest Control

The initial service was completed on 4-9-2020. The service that was sold, was a Free flea treatment, so we did not charge anything for the interior and exterior to use flea control products, but this was contingent that Mrs. would sign up for our quarterly service, and was explained over the phone. Mrs. agreed to those terms but did not electronically sign that service agreement. The quarterly service that we offer is a one year service agreement, and we come out and treat the property every 3 months and also includes a full warranty for the pest listed on the service agreement. A flea and tick service that Mrs. was ordering, which normally is $249 and up, we did at no charge, as long as she moved forward with the quarterly service, which is what was agreed to verbally. We require prep work and post treatment work on all of our flea services that we perform. We were also informed that this was the 3rd company that was hired to get this flea issue resolved and nothing the other companies were using, were getting the problem resolved. At that time, we proceeded with our regular flea control because the products we use are top of the line and our technicians are highly trained. We did the initial service, and we usually go back out at the 2 week mark, which is something that all normal flea services includes, but the client is responsible for scheduling that follow up, as it is recommended but not a requirement. At the 2 week mark, the client had called into our office and made a complaint because she was upset and felt our products had not killed the fleas yet. We explained to her that the product can take up 2 weeks to take full effect and we typically do a follow up at that time and retreat, which was done the same day of the call. She said is the product does not get rid of the fleas after today's treatment, & she is going to want a full refund (for a free flea treatment) because she believed the products are not working after the 2 services rendered. We apologized, and explained to her if she follows up in about a week and lets us know what the activity is like then, we can go from there, so she will be calling back around that time. Which would mean the service we did at no charge, would have included 3 trips out to the property, which was fine contingent that she stuck with our service. That day of the follow up, Our head technician went out and had later informed the office, that there was long grass and the yard had not been maintained, which is something that is essential for the outcome of the service. We were told that that was communicated to the customer and nothing had been done. Following that, the owner had reached out via request, and spoken with Mrs. and explained how the service worked and that there was no initial charge for the flea treatment but only for the initial general pest service. There was an exchange stating that he would look into the situation and pull up some details on the account, and the office would reach out once he had made a final decision. We offered to come back out and try another approach to get the initial concern resolved But there was nothing to refund in the first place, and that was communicated.