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.I reject Indy claim because Indy failed to come back and do a follow up inspection to make sure the treatment workedThey were suppose to return in a week or two to do a follow up inspection but never returnedFrom what I was told they are unable to locate or even see eggs of bed bugs so they return a week or two later (which gives the eggs time to hatch if they are still alive) to make sure none have hatched and are aliveOf course on the day of the treatment they didn't find anything but they never returned to make sure no more eggs hatchedAnd until I called them I knew nothing about a day warranty of this serviceI don't remember seeing it anywhere on the contract (which I wasn't given until they completed the work) and was never told this informationBut I was told that they would return in a week to do a follow up inspection to make sure the process was indeed successful and I hadn't heard from them sinceIt wasn't until I found a bug that I thought to contact them because they guaranteed me that the process worked which it obviously didn'tAnd the fact that they wouldn't answer any more of my calls after telling me a manager would contact me, return my calls, or explain this to me speaks volumes about the companyWithout a follow up visit how could they determine for sure that the process workedI am no bug expert (and after this I can see they aren't either) so I wouldn't know what tolook for but they should have which is why they should have returned and done a follow up inspection as I was told they wouldIt took a bug crawling on me to know that I had them in the first place just like it took a bug crawling in the bed to know that they were still there and that Indy did not do the job promisedThey breached their own contract when they didn't do the follinspectionI should not have to suffer for their incomptence and lack of quality work Because of the nature of this issue I had to hire someone to handle this because Indy refused to talk to or even look into my claimI can't knowingly live in the house with these things so I had to pay more money on top of the $I paid them to hopefully get rid of them this timeI think this is a awful company and their way of doing business is shady and disgracefulNot to mention their customer service or should I say lack there of is horribleI would never do business or trust their work again [redacted]
This letter is in response to the complaint recently filed regarding our company Indy Bed Bug ProsWe performed a thermal remediation heat treatment for bedbugs at the residence of
*** *** on November 25,
Indy Bed Bug Pros did an inspection directly following the treatment and come to the conclusion there was no evidence of live bedbugs in the residenceThe customer agreed to the terms and signed the contract with the technician
The customer is now filing a complaint dated January 2015, nearly months after the service was performed
A copy of the signed contract (see highlighted section) is attached
Sincerely,
Indy Bedbugs Pros
In regards to Case ID [redacted] submitted on 11/23/2016 against Indy Bedbug Pros: We are aware of the customer being unpleased with our service. We do apologize for this dissatisfaction; however, on our company’s...
behalf many of the customer’s claims were wrongly communicated. Customer claims to have received a thermal heat remediation treatment on the October 4, 2016. The treatment was actually completed and paid for by credit card on September 28, 2016, and proof can be provided from our office records. Which means as October 28, 2016, his warranty was expired at the time he called us. October 4, 2016 was the date his invoice was entered into our system. We did communicate the terms of a warranty for this treatment, just as we do with all of our customers. The warranty is only valid for 30 days after the treatment. The warranty is NOT a cash back warranty, but means our techs will come back to do what we call a “re-treat” at no cost to our customers. That is, if the customer contacts Indy Bedbug Pros within 30 days after the heat treatment. Customer acknowledges the 30 day regulation in the complaint, and follows by stating he did not contact the company until the “36th day.” That call didn’t actually come in to us until the 37th day after his treatment (on November 4 2016), and our representative did have to inform this customer the warranty he wanted us to honor, was on longer valid do to timing. However, after many conversations with this customer and contacting company owners, we tried to make it right. Two of our representatives offered multiple times, to go ahead and re-treat the property, even after the expiration of his warranty, for customer satisfaction. At Indy Bedbug Pros, we understand how serious these situations are; when one is in need our services and we do not take that lightly. We understand, it is a health risk to leave these homes untreated, and we do our best to help each and every customer that we can. For this reason alone, we tried bending the rules for this specific customer, and he refused our re-treatments services and just wanted his money back. If there is any further information needed from Indy Bedbug Pros, please call our office at (317) 489-2854.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I called,(the first time) Amanda informed me that the warranty was void due to time . But with life cycle of bed bug, they were never gone. She also stated that since it was a mobile home the bugs could move to a cooler spot.WE were never told of this possibility. There has never been ANY written warranty shown or signed by us.I was told over phone that the process would take about 6 hours. They were only there for 4 1/2 hrs.Even if late calling, the scientific proof of the "life cycle"shows that the bugs were never eradicated.At no time was the company completely open to us.
Regards,
[redacted]
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.I reject Indy claim because Indy failed to come back and do a follow up inspection to make sure the treatment worked. They were suppose to return in a week or two to do a follow up inspection but never returned. From what I was told they are unable to locate or even see eggs of bed bugs so they return a week or two later (which gives the eggs time to hatch if they are still alive) to make sure none have hatched and are alive. Of course on the day of the treatment they didn't find anything but they never returned to make sure no more eggs hatched. And until I called them I knew nothing about a 30 day warranty of this service. I don't remember seeing it anywhere on the contract (which I wasn't given until they completed the work) and was never told this information. But I was told that they would return in a week to do a follow up inspection to make sure the process was indeed successful and I hadn't heard from them since. It wasn't until I found a bug that I thought to contact them because they guaranteed me that the process worked which it obviously didn't. And the fact that they wouldn't answer any more of my calls after telling me a manager would contact me, return my calls, or explain this to me speaks volumes about the company. Without a follow up visit how could they determine for sure that the process worked. I am no bug expert (and after this I can see they aren't either) so I wouldn't know what tolook for but they should have which is why they should have returned and done a follow up inspection as I was told they would. It took a bug crawling on me to know that I had them in the first place just like it took a bug crawling in the bed to know that they were still there and that Indy did not do the job promised. They breached their own contract when they didn't do the follow-up inspection. I should not have to suffer for their incomptence and lack of quality work.
Because of the nature of this issue I had to hire someone to handle this because Indy refused to talk to or even look into my claim. I can't knowingly live in the house with these things so I had to pay more money on top of the $2200 I paid them to hopefully get rid of them this time. I think this is a awful company and their way of doing business is shady and disgraceful. Not to mention their customer service or should I say lack there of is horrible. I would never do business or trust their work again.
[redacted]
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.I reject Indy claim because Indy failed to come back and do a follow up inspection to make sure the treatment workedThey were suppose to return in a week or two to do a follow up inspection but never returnedFrom what I was told they are unable to locate or even see eggs of bed bugs so they return a week or two later (which gives the eggs time to hatch if they are still alive) to make sure none have hatched and are aliveOf course on the day of the treatment they didn't find anything but they never returned to make sure no more eggs hatchedAnd until I called them I knew nothing about a day warranty of this serviceI don't remember seeing it anywhere on the contract (which I wasn't given until they completed the work) and was never told this informationBut I was told that they would return in a week to do a follow up inspection to make sure the process was indeed successful and I hadn't heard from them sinceIt wasn't until I found a bug that I thought to contact them because they guaranteed me that the process worked which it obviously didn'tAnd the fact that they wouldn't answer any more of my calls after telling me a manager would contact me, return my calls, or explain this to me speaks volumes about the companyWithout a follow up visit how could they determine for sure that the process workedI am no bug expert (and after this I can see they aren't either) so I wouldn't know what tolook for but they should have which is why they should have returned and done a follow up inspection as I was told they wouldIt took a bug crawling on me to know that I had them in the first place just like it took a bug crawling in the bed to know that they were still there and that Indy did not do the job promisedThey breached their own contract when they didn't do the follinspectionI should not have to suffer for their incomptence and lack of quality work Because of the nature of this issue I had to hire someone to handle this because Indy refused to talk to or even look into my claimI can't knowingly live in the house with these things so I had to pay more money on top of the $I paid them to hopefully get rid of them this timeI think this is a awful company and their way of doing business is shady and disgracefulNot to mention their customer service or should I say lack there of is horribleI would never do business or trust their work again [redacted]
This letter is in response to the complaint recently filed regarding our company Indy Bed Bug ProsWe performed a thermal remediation heat treatment for bedbugs at the residence of
*** *** on November 25,
Indy Bed Bug Pros did an inspection directly following the treatment and come to the conclusion there was no evidence of live bedbugs in the residenceThe customer agreed to the terms and signed the contract with the technician
The customer is now filing a complaint dated January 2015, nearly months after the service was performed
A copy of the signed contract (see highlighted section) is attached
Sincerely,
Indy Bedbugs Pros
In regards to Case ID [redacted] submitted on 11/23/2016 against Indy Bedbug Pros: We are aware of the customer being unpleased with our service. We do apologize for this dissatisfaction; however, on our company’s...
behalf many of the customer’s claims were wrongly communicated. Customer claims to have received a thermal heat remediation treatment on the October 4, 2016. The treatment was actually completed and paid for by credit card on September 28, 2016, and proof can be provided from our office records. Which means as October 28, 2016, his warranty was expired at the time he called us. October 4, 2016 was the date his invoice was entered into our system. We did communicate the terms of a warranty for this treatment, just as we do with all of our customers. The warranty is only valid for 30 days after the treatment. The warranty is NOT a cash back warranty, but means our techs will come back to do what we call a “re-treat” at no cost to our customers. That is, if the customer contacts Indy Bedbug Pros within 30 days after the heat treatment. Customer acknowledges the 30 day regulation in the complaint, and follows by stating he did not contact the company until the “36th day.” That call didn’t actually come in to us until the 37th day after his treatment (on November 4 2016), and our representative did have to inform this customer the warranty he wanted us to honor, was on longer valid do to timing. However, after many conversations with this customer and contacting company owners, we tried to make it right. Two of our representatives offered multiple times, to go ahead and re-treat the property, even after the expiration of his warranty, for customer satisfaction. At Indy Bedbug Pros, we understand how serious these situations are; when one is in need our services and we do not take that lightly. We understand, it is a health risk to leave these homes untreated, and we do our best to help each and every customer that we can. For this reason alone, we tried bending the rules for this specific customer, and he refused our re-treatments services and just wanted his money back. If there is any further information needed from Indy Bedbug Pros, please call our office at (317) 489-2854.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I called,(the first time) Amanda informed me that the warranty was void due to time . But with life cycle of bed bug, they were never gone. She also stated that since it was a mobile home the bugs could move to a cooler spot.WE were never told of this possibility. There has never been ANY written warranty shown or signed by us.I was told over phone that the process would take about 6 hours. They were only there for 4 1/2 hrs.Even if late calling, the scientific proof of the "life cycle"shows that the bugs were never eradicated.At no time was the company completely open to us.
Regards,
[redacted]
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.I reject Indy claim because Indy failed to come back and do a follow up inspection to make sure the treatment worked. They were suppose to return in a week or two to do a follow up inspection but never returned. From what I was told they are unable to locate or even see eggs of bed bugs so they return a week or two later (which gives the eggs time to hatch if they are still alive) to make sure none have hatched and are alive. Of course on the day of the treatment they didn't find anything but they never returned to make sure no more eggs hatched. And until I called them I knew nothing about a 30 day warranty of this service. I don't remember seeing it anywhere on the contract (which I wasn't given until they completed the work) and was never told this information. But I was told that they would return in a week to do a follow up inspection to make sure the process was indeed successful and I hadn't heard from them since. It wasn't until I found a bug that I thought to contact them because they guaranteed me that the process worked which it obviously didn't. And the fact that they wouldn't answer any more of my calls after telling me a manager would contact me, return my calls, or explain this to me speaks volumes about the company. Without a follow up visit how could they determine for sure that the process worked. I am no bug expert (and after this I can see they aren't either) so I wouldn't know what tolook for but they should have which is why they should have returned and done a follow up inspection as I was told they would. It took a bug crawling on me to know that I had them in the first place just like it took a bug crawling in the bed to know that they were still there and that Indy did not do the job promised. They breached their own contract when they didn't do the follow-up inspection. I should not have to suffer for their incomptence and lack of quality work.
Because of the nature of this issue I had to hire someone to handle this because Indy refused to talk to or even look into my claim. I can't knowingly live in the house with these things so I had to pay more money on top of the $2200 I paid them to hopefully get rid of them this time. I think this is a awful company and their way of doing business is shady and disgraceful. Not to mention their customer service or should I say lack there of is horrible. I would never do business or trust their work again.
[redacted]
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