Pro Pacific Pest Control

My grandma has a rodent problem in which we turned to pro pacific with there 100% guarantee or our money fully returned while its been a little over a month our main problem has escalated with more rats multipied then before. This place dont stand by anything they say or guarantee. They charged us $850. For missed appointments and false notes this place is rude and not on good faith to there word I would never refer this place to ANYONE! my grandma is 90 years old and still can not go home because of this problem they will sway you into signing there contract and not fulfill there word. But take your money high way robbery. We will be getting in touch with the structural pest control the health department as well as the county agriculture commissioner this company has told us its because we wont let them fullfill this promise when we gave them plenty of chances along with giving james and gus the head guys the benefit of a doubt to come threw and again we got no shows or false guarantees DO NOT GO TO THIS COMPANY..

We are very sorry that Mrs [redacted] is unhappy with the services we performed at her home However we have made every effort to solve her rodent issue and all indications are that we have been entirely successful We certainly understand that these situations are unpleasant and frustrating for homeowners and they can never be rectified fast enoughWith that in mind I’d like to address her concerns Mrs [redacted] mentioned being unhappy with the type of traps and bait used We use snap traps for most of our trap outs because after all their years in existence they are still the best around and are widely used in the pest control industry As far as bait goes, it’s a systematic process, we try different baits and we nearly always catch them in the endFor the record, rats is a good haul The customer indicated that we missed appointments but we have no record of ever missing an appointment Her agreement included follow up trap checks, those dates were on her written agreement at the onset The agreement shows her follow up visits as 3/31/14, 4/4/and 4/8/ We arrived each of those dates on time We came out several more times to keep after her issues at no additional charge Sequence of Events/Service Visits 3/26/First visit/Trap I Traps were set, rodent proofing and follow up appointments were set and the agreement was signedTraps were set in the attic, garage and kitchen 3/31/Trap II Technician checked traps, nothing caught 4/4/Trap III/Rodent Proof Customer missed appointment so Trap was not completedRodent roof was performed however as it did not require access to the home 4/8/Trap III Traps were checked, nothing caught Additional traps added to the attic space 4/10/Trap IV One large rat caught outside front door 4/14/Door Sweep Installed Technicians returned to install door sweep 4/18/ Additional Trap Check Caught one squirrel and one rat in exterior trap 5/14/ Customer Called Office Customer called office and said that she believed something had been caught Appointment set to check for the very next day 5/15/Additional Trap Check Returned at customer’s request, customer missed appointment 5/16/Meeting with Field Manager Field manager went to customer’s home to survey the issue Three additional rats were removed, plans to monitor for activity are made 5/17/ Traps Set / Monitoring Set Up Field manager returns, set additional traps Donuts are set out in the open throughout the home to monitor for activity Follow up visit scheduled for 5/ 5/23/ Follow up Visit with Field Manager Field manager returns None of the traps or donuts were moved, touched or eaten Furthermore, no other evidence of activity was found either No droppings or urine are discovered anywhere in the home We understand that these infestations are very trying for our customer’s and we wish there were easier faster solutions We have been at this for many years and have yet to discover a better method for resolving rodent problems In the end it is clear that MrsStrantz’s home is now free from rats and has been sealed properly as all of the rodents were caught on the exterior of her home not within the living space or atticWe have offered a bait service to aid in mitigating the exterior rodent population for Mrs [redacted] but she has declined At this point we have yet to receive payment on the balance on her account to which she had agreed to pay Once that balance has been settled, she will benefit from a 2year warranty against future infestations which we are proud to stand behind This includes trapping, replacement of any exclusionary barriers, the installation of new barriers if they are compromised, all free of charge We are sincerely sorry for any frustration that Mrs [redacted] has suffered, rodent issues are tough to deal with We do however feel that the job has been performed and completed in a timely and professional matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below It is clear that respondent is happy with the catch of "5" rats (not sure that number is correct - perhaps they are counting the squirrel), but he is not the customer who paid $1, Nothing was caught inside the house, in spite of recent droppings - not a mouse nor a rat For weeks, nothing was caught using simple traps and peanut butter I told them initially that I was concerned, I had already used that to no avail, and had some reaction to feta cheese, but the traps were tripped Nothing changed in their bait use until I complained to the office secretary So what is the "systematic process"? Things were quite obviously ineffective the first few weeks and Pro Pacific was unconcerned And not one creature in the house was caught using their "wait and see" system Not one I saw rats and mice with my own eyes, there were droppings, yet nothing was caught By their own admission, from 4/to 5/no one came to my house One month During this time, rats were rotting outside By the time I called them to see what was wrong with their follow up, animals had eaten most of the carcasses 5/If they came they did not knock My car was in the driveway My cell phone was on It is not clear to me that "all areas have been sealed." Subsequent to the sealing of holes in the garage, I had fresh evidence of mice, but could not catch any I purchased and set out the "donuts" New traps were set by a different attendant He gave them one week outside Rats are trap savvy I told him one week wasn't enough time He told me he would remove them, no discussion Not effective Not timely Not professional Way over-priced Concerned about the calendar contract coverage, but no sense of accountability Dismissive of customer No way to do business Regards, [redacted]

Pro Pacific has done an outstanding job for the years I've used themThe employees are always courteous and helpful

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 I thank Pro Pacific for reconsidering As they (company) stated, I've been a loyal customer for years with no complaints I did email their direct website, albeit it was for new business, I did cancel Regards, [redacted] ***

While we do not believe that our employee acted improperly, and that a misunderstanding is more likely the source of the issue at hand, we are happy to take care of the balance ourselves We hope this will satisfy the wishes of our customer in this matterBest Regards, [redacted] Customer Service Manager Pro Pacific Pest Control Office: [redacted]

The technicians are always courteous and call before arriving so I can secure my dogs

We remain willing to work this out with our valued customerWe will contact them to reach a compromise [redacted] Pro Pacific Pest Control [redacted]

We are disappointed to hear that Mrs [redacted] was unhappy with the services rendered on her accountI have attached a copy of the agreement to show that the pricing was clearly written and both signed for and the terms initialed by Mrs [redacted] herselfHowever, it is of paramount importance here at Pro Pacific Pest Control that our customers are happy with the results they get from hiring our companyObviously Mrs [redacted] was not happy with those resultsIn the interest of Mrs [redacted] understanding that her satisfaction with our company and the honest and high quality service we strive to provide we have decided to credit the remaining balance on her accountIt is in this act that we hope Mrs [redacted] will understand that her impression of our company is more important than money or collecting on any balances and we hope that the relationship between Mrs [redacted] and our company can be repaired in the future As of today (11/16/17) Mrs [redacted] has a $balance Thank you for the opportunity to resolve this amicably

We sincerely regret our customer is displeased with the outcome here and remain willing to negotiate a mutually favorable outcome with them. The facts in the matter are as follows. We did provide this customer with a discount based on a 1 year commitment. However this does not mean we will... only provide that service for only a year. We have never offered a service that would automatically discontinue without the customer asking us to do so. We have also been unable to substantiate the customer’s claim that a representative of Pro Pacific had ever sought to deceive them in any way. We always provide our customers with an automated call reminder or in some cases an email the day before we come out to provide a service. They are also provided a regular service day for instance this customer’s regular service day is the 2nd Friday each month. We do what we can to make sure customers know we are coming out. Both of the services in question were billed in a timely manner. The service performed on 2/19/16 was invoiced on 2/25. The service performed on 3/11 was invoiced on 3/17. The moment this customer indicated they wanted to cancel the service, the service was terminated immediately. And no further services were performed or charges incurred. We always strive to provide the best service we can for our customers and we hate to hear when one is unhappy. As I said we remain willing to work with them. Kind Regards, [redacted] Customer Service Manager Pro Pacific Pest Control Office: [redacted] propacificpestcontrol.com

We certainly never like to hear our customers are unhappy, and every matter of concern is investigated thoroughly and taken seriously The customer’s claim that they were told that they could cancel out the service when they choose is correctHowever it does not mean that they will not be held responsible for the terms written on the agreementWe offer a discount to our customers based on a year commitmentIf the customer wishes to cancel before the year is up, they need only pay back the discount which was given based on that one year commitment There is no punitive cancellation fee but rather we only ask that the initial discount be repaid as agreed to After looking into the concern with our technician, we do not believe any dishonesty took place on his part At this point we are only asking that the customer pay the $for the final service performedWe are not seeking the discount repayment of $ We feel this is a fair request Kind Regards, [redacted] Customer Service Manager Pro Pacific Pest Control Office: [redacted]

We remain willing to work this out with our valued customer. We will contact them to reach a compromise. [redacted] Pro Pacific Pest Control [redacted]

While we do not believe that our employee acted improperly, and that a misunderstanding is more likely the source of the issue at hand, we are happy to take care of the balance ourselves We hope this will satisfy the wishes of our customer in this matter.Best Regards, [redacted] Customer Service Manager Pro Pacific Pest Control Office: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We have reviewed Mrs***'s complaint and despite not having any evidence of her emailing her cancellation we are more than happy to credit the service in the hopes that she understands that we care about our reputation as a service provider and valued her as a customerThe credit has been applied
to her account and her cancellation number is ***We are hopeful hat this will resolve any concerns that Mrs*** had with the service that we provided for years consistently well and without complaintAs of today - 01/30/Mrs***'s balance is $and the account is cancelled out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
The only thing I wish to ad is that this NOT be reported as a write off or anything else negative on my credit report.Regards,
*** ***

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. For your reference, details of the offer I reviewed appear below
Pro Pacific Pest Control misrepresented their contract terms by stating that I could 'cancel at any time without any penalty.' When I verbally canceled my contract, my request was either ignored or denied and service was continued despite my cancelationFurther, the manager at Pro Pacific told me over the phone when I called to resolve this issue that he would 'take care of it and don't worry about it' yet now Pro Pacific pretends as if that conversation never happenedClearly, all they are holding onto as their 'proof' that I owe them anything is a signed contract, yet in California, a verbal contract is just as legalI was verbally told I could cancel at any time, I verbally did cancel, I was verbally told that I didn't owe anything, the contract is voidI paid in full for the ONLY service I requested, I owe nothing else
Regards,
*** ***

We sincerely regret our customer is displeased with the
outcome here and remain willing to negotiate a mutually favorable outcome with them
The facts in the matter are as followsWe did provide
this customer with a discount based
on a year commitmentHowever this does
not mean we will only provide that service for only a yearWe have never
offered a service that would automatically discontinue without the customer
asking us to do soWe have also been unable to substantiate the customer’s
claim that a representative of Pro Pacific had ever sought to deceive them in
any way
We always provide our customers with an automated call
reminder or in some cases an email the day before we come out to provide a
serviceThey are also provided a regular service day for instance this
customer’s regular service day is the 2nd Friday each month. We do what we can to make sure customers know
we are coming out
Both of the services in question were billed in a timely
mannerThe service performed on 2/19/was invoiced on 2/The service
performed on 3/was invoiced on 3/
The moment this customer indicated they wanted to cancel
the service, the service was terminated immediatelyAnd no further services
were performed or charges incurred
We always strive to provide the best service we can for
our customers and we hate to hear when one is unhappy. As I said we remain willing to work with
them
Kind Regards,
*** ***
Customer Service Manager
Pro Pacific Pest Control
Office: ***
***
propacificpestcontrol.com

Very satisfied with the service and attention of the technicianI will definitely recommend Pro-Pacific Pest Control
Sincerely
Rosalba ***

We continue to recognize the frustration that rodent
issues can cause for our customers. That
being said, there is still no evidence that any activity has continued at our
customer’s home, this includes droppings or urine which would certainly be presentThe fact that nothing has been caught inside the home is actually a very good indicator of positive
results.
Fortunately, Mrs*** will benefit from a two year
warranty on her home against future rodent issues. We will continue to work to protect her home
against infestations. Furthermore, we will schedule a field manager to return to her home to
inspect and insure that the work has been completed properly at her convenience