ProGuard Pest Control, Inc.

I am rejecting this response because: One, I  am 100% positive that the guy that came to my house was referring to the powder chemical as cocaine for he gestured by pressing his nose when he said "as long as your kids does not sniff it like drugs". I am insulted by it. Two, yes, I signed one document on that day and I was never given a copy of that. I had to ask the guy that showed up to spray around my house to get me a copy. He told me he had to ask the main office to send me one. Third, the service that I signed was different than what I got. The guy that showed up to spray did not put any powder chemical on the windows whixh was supposed to kill spiders and other insects that crawls in the window. When I asked him about it, he said that no he is not doing that. So, I was being sold something that was false. That is the reason why I refused to have them come to my house. They insulted me, my family and lied to me.Thank you.[redacted]

We do apply Delta Dust Powder to the window sills and we are happy to come back and treat those areas. It is very possible that the technician that came out may have ran out of the product on his truck not quite sure. All of the issues you mentioned have an easy solution, we send someone back out. We do any areas that you feel were neglected and we do this at no charge. My original offer still stands and I feel that we try to work with our customers as much as possible. We are willing to come back for free and remedy the issueThe amount owed to ProGuard will be reduced from $160 to $75We will also let you out of the contract. I think the offer is fair and we are willing to work with the customer at the same time  we are not being abused by the customer and we are not being taken advantage of. We hope that the customer will agree to these terms. This is our final proposal. Thanks

Offer is denied.

Thank you for the update on the Revdex.com account. I am the owner and I am just becoming aware of this. [redacted], the office manager has dealt with some of the communication with the Revdex.com. I am going to review our account and see if there are any other unresolved matters and I will include separate email...

responses to each. I apologize for the delay on this information. 
 
In response to the complaint received,  Mr [redacted] received huge discount in exchange for a commitment. We normally charge 150-175 for the 1st service.We performed the initial service for only $35 in exchange for a 12 month commitment to our service, a total of 5 services. We only offer the $35 initial service to those who are willing to sign up for the year because we lose money at that amount. Our goal is to provide great service and over the course of a year maintain the property.
I can understand that Mr [redacted] may not have been satisfied. We try to do everything we can to meet and exceed customer expectations. To ensure that there is a clear understanding about the 12 month commitment, we have our customers confirm with 2 separate individuals that they understand its for a year and we also have them sign in 3 different locations on the contract, where it specifically states that this is for a period of 12 months. We have the signatures from the customer agreeing to the 12 months. 
I do not believe our technician was making any sort of reference to snorting cocaine when he said that it is best not to breathe in or sniff, inhale the chemicals. 
Our service guarantee is one that ensures the customers satisfaction. We will continue to come back for free until the customer is satisfied. Mr [redacted] has the ability to call us any time for a free service. All of our customers have unlimited free call backs as part of our service guarantee. 
I apologize that Mr [redacted] was not happy with the initial service and I want to extend to him the opportunity to call us back at his convenience to retreat at no charge. If he would like us to call him and set this up we can accommodate. If Mr [redacted] is set on canceling his service, he has the right to do that. He forfeits the discount given on the initial service but he can cancel. Even if Mr [redacted] does cancel, we will still send someone out to redo the service at no charge. We will also settle the amount forfeited and instead of $140, Mr [redacted] can pay us $75 so that all Mr [redacted] is paying for is 1 regular service at $110 that is normally priced at $175 and we will have done two services and  let him out of his contract and settled with him at a lower amount. We want to always work with our customers.
 
Regards, [redacted].

I am rejecting this response because: again I was being sold a differwnt product. No, the technician was npt oit of the powder chemical. Otherwise, he would have said so. The technician's response was simply "no" when asked. I have a collection company harrassing on trying to collect. I have no intention to accept the offer. All I can do atthis point is go online and put my review aboit the company based on my experience.

Review: Service was not as described by the person who came to my house. Not all of my house's sides was cleaned from the webs and sprayed. The back of my AC unit which was about 6 inches from the wall of my house was still full of webs and the other side which I had a shed was exact same thing. He didn't even spray it. Inside the house, the guy that signed me up told me that they will put some kind of powder chemical on the windows which didn't happen. I even asked the guy that showed up to spray about it and he said "no, that is not needed". And get this, when I asked the guy who was signing me up if the chemical was dangerous if inhaled because I have small kids and his reply, "no, as long as they are not sniffing it". Implying as if it was a cocaine. Really? Aside from all this, it was never explained to me that I was signing a contract and I was never given a copy of the paper that I signed for the service. I had to request this from the guy that showed up to spray my house of which he said "he has to request it from the office". I did receive a copy of it 5/6 days later.Two weeks later, I received an email about another schedule for the spray since it was supposedly a 5 visit service. I called the office and spoke to one of the manager and informed him that I don't want the next service anymore and explained to him how unsatisfactory the service was. He offered to do another spray for free but I declined. They already did a poor job the first time.Then today, I received a bill for $140. I called the office and spoke to some other guy and asked him why was I getting billed. I explained to him again what had happened and he offered the same thing to send someone to spray again of which I declined. Then, he offered if I was willing to meet half-way on the price. I said, no. Realizing that I was not going to give him more money, the guy threatened me by saying that he was sending it to collection before hanging up the phone.Desired Settlement: I want the amount of $140 settled and erased as a balance on my account.

Business

Response:

Thank you for the update on the Revdex.com account. I am the owner and I am just becoming aware of this. [redacted], the office manager has dealt with some of the communication with the Revdex.com. I am going to review our account and see if there are any other unresolved matters and I will include separate email responses to each. I apologize for the delay on this information.

Review: Did not provide service on the scheduled date. The service did not control pests and insects. Tried to call Mgr. didnt get call back. Sending Bills

We were asked to sign a 1 yr contract. The service was satisfactory for first 2 times. Thereafter with a different service technician we had recurring infestation and when we tried to call the Manager, we did not get a call back from anyone from senior manager or owner. In July, 2013 they scheduled the appointment and then did not show up. When we tried to reschedule they did not coordinate with us being home. Since we were not satisfied with their service and poor response response we called and cancelled the service.

Since then we kept getting invoices for service not provided and dunning notices. One call to make payment for past due. I explained that since we cancelled the service, we did not owe any money. They sent another invoice for "Forefeited Coupon" $140 for a total of $209.

I sent them written letters explianing that we did not want to reward poor service and non responsive service with ransom payment. Desired Settlement: We would like them to cancel the service and the open invoice for $209 since they did not live up to the contract.

Business

Response:

Initial Business Response

I wanted to respond to the complaint listed above. I understand that there are times when a customer may not feel satisfied and we always try to make things right. The customer with the complaint can call back anytime for free call back services. I see noted in our system that we offered to come back and treat at no extra charge. In fact this is part of our warranty. If there are pest problems that come up between the regular scheduled services, the customer can call us back at no additional charge and we will go back and do a free call back service.

I am more than happy to do so, even at this point. If the customer would like us to come back, I will send someone out at no charge to do a free service.

Our records show that we called back 7 times with no response and the customer hung up on us twice.

We would like to resolve the issue.

Proguard provided the first service at a deep discount with the anticipation that we would have a customer for 12 months. Normally it cost $150 to start our service, we performed the service for $35. The fees associated with this account are for actual services performed and the forfeited discount. I am happy to work with the customer. We will provide an additional service at no charge, but the invoice for $69 is owed. I will work with the customer, if they would like to complete the contract, We will waive all charges. If the customer does not want to I will reduce the total amount owed to $104, in addition come out and do another service at no charge so she feels like she received her money's worth for the $69 that is owed from the last service.

Based on the detailed notes that are kept in our system on each customer, it is my opinion that the customer simply wanted out of their service contract, which I can understand that. We only ask to be reimbursed for the discount we provided in exchange for 12 months of service. We always offer free call backs and so the customer was always able to call us back at no charge for free call backs. I will extend that option to them and reduce bill owed from $209 to $104. Thank you

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

ProGuard claims that they always try to we always "try to make things right" I have written 2 letter explain my reasons for dissatisfaction with their service. I made couple of phone calls and ask to speak to the manager. As of today I have not received a single phone call from anyone except to ask for the payment of the invoice. Is this what they call "try to make things right?"

In any case I am interested to resolve this matter and put it behind us. I am agreeable to their settlement. I would like them to come and do thorough service inside and outside the home and after that I will pay $104 as the full and final settlement.

Final Business Response

Contact Name and Title: [redacted] S

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@proguardpestcontrol.com

I just wanted to take a min to thank the customer for working with us and allowing us to resolve the problem. If the customer would like to resume service in the future, ProGuard will offer the first service at no charge.

ProGuard did accept the proposal from the customer. We agreed to remove the forfeited discount fee that was applied and any other fees associated with collecting past due payments.

ProGuard also sent a Service Technician out to the home on November 22nd, 2013 and performed an excellent service at no cost to the customer.

The Customer held up their end of the agreement and paid the amount for work that had previously been performed.

I hope that the customer is satisfied with our efforts to take care of their concerns.