Rentokil Ehrlich

From: [redacted] < [redacted] @***.com>Date: Sun, Mar 5, at 3:PMSubject: complaint # [redacted] To: [email protected] Afternoon,In reference to complaint # [redacted] I want to let you know that I spoke with a customer loyalty person at the business yesterday (3/4/17) and he has promised to close the account and cancel any open invoices as requestedHopefully at this point the matter is resolved (see attached).Thank you for your help!

Team,Good afternoon Please be advised that Rentokil is in response of this Customer's complaint, and that we're conducting a complete investigation, including listening to the telephone call(s) that took place between our Customer and colleagues Once we've had a chance to complete this effort and consider other inputs (scheduling, comments on account, etc.) we'll prepare an official response for your review and response.Thank you,

After doing some research on this account, I want to address the customer's concerns.? 1.? I contacted this company for their serviceThey will never show up for the appointmentI contacted the company and complained and it took a week after I made the complaint to send someone out.? -On the original call (11/16) This customer was confirmed for 11/20.? However, the work was placed on the wrong day.? This was a mistake by the ***.? Customer called in and asked where specialist was on 11/20, [redacted] then rescheduled service for 11/21.? Nobody showed up on 11/21.? Customer called back on 11/claiming nobody showed up and the appointment was in [redacted] on 11/29.? Finally it looks like the service was completed on 11/30.? Scheduling seemed to be a series of mistakes on our end from the beginning, therefore resulting in customer dissatisfaction.2.They set me up with recurring payments from my checking account without my knowledge.? I asked for a day treatment planThe guy showed up one time and never came back out.? - There was no phone call where the customer agreed to ongoing maintenance services.? The [redacted] confirmed a 1x service with a warranty.? I am not sure how ***? got accepted as this would be an admin who accepts thisOn the phone recording, the [redacted] indicated he would send an email with the service agreement that should outline only a single service.? After recovering the email that was sent/received with a copy of the service agreement, it appears the file was corrupted, therefore, the customer would not have been able to open it.? 3.? I had to do the work myselfThe company is deceptiveI made it clear of what service I want and they just took my money and attempted to take more with recurring paymentIf I did not authorize them to do thatThat should be stealingI was guarantee the rodent problem will be gone? in daysThey only set traps out and never came backMy days is almost up.- The service was not split into a two part service in ***,? therefore customer never received the follow up visit they were owed.? Also, I believe the [redacted] that handled the call over promised on some things that we actually do.? Guaranteeing a pest concern will completely go away in less than days is not something we should be committing to with customers as every situation is different.? ? I believe this customer's experience was a mess from the beginning due to errors on our end.? My suggestion would be to refund their money due to a poor customer experience and provide the follow up visit she should have had to begin with.? Hope this helps.? I wish I had a better outcome in my findings, but this is going to be taken as an opportunity to coach and train [redacted] on how to correctly sell rodent work over the phone and enter/schedule in ***I will be holding a 1:today to discuss with ***.? ? ***,Good morning.? So I'd like to start off for taking on the effort of researching this, but also for adopting to a forward lean towards our Customer, seeing where the opportunities are, and ultimately making a recommendation that I think will sufficiently solution this one - all in short order too, well done.I'm comfortable with your feedback, though I will likely massage it a little into the? Revdex.com? portal so that it makes sense to our Customer, and the? Revdex.com? themselves.? Will you please move forward with the credit?? What should the Customer expect in terms of time before this is on their radar as a refund?? I want to set an expectation in my narrative to them.Thank you again,I assumed you would have to massage my feedback a little for the? Revdex.com.? ? The customer can expect to see a full refund of $to their card within 2-business days from today.? I just checked with [redacted] to be sure.? ?

From: *** *** Date: Sun, Mar 5, at 3:PMSubject: complaint #***To: [email protected] Afternoon,In reference to complaint #***I want to let you know that I spoke with a customer loyalty person at the business yesterday (3/4/17) and he has
promised to close the account and cancel any open invoices as requestedHopefully at this point the matter is resolved (see attached).Thank you for your help!

Team,Good afternoon. Please be advised that Rentokil is in response of this Customer's complaint, and that we're conducting a complete investigation, including listening to the telephone call(s) that took place between our Customer and colleagues. Once we've had a chance to complete this
effort and consider other inputs (scheduling, comments on account, etc.) we'll prepare an official response for your review and response.Thank you,

November 21, 2017Dear *** ***,With regards to the above mentioned complaint for *** ***, we at Rentokil, NA have contacted our local service office and have arranged for the cancellation of service effective immediatelyWe will adjust the customer's invoice to cancel what is owed, and will
refrain from any additional servicc per the customer’s request.This will leave the customer with a SO balance as requested.Sincerely,Jamie W.Assistant Credit Manager

Hi ***,On December 19th, I was alerted to this concern and reached out to *** *** to discuss and resolve.***'s core frustration was his inability to effectively communicate with the local office on services, etc. Specifically, he was looking for more site-specific feedback
on bedbug services completed for his property on: 10/4, 10/13, 10/18. To remedy, on December 19th we had our Administrative Assistant, Ashley M***, send him service reports from each of the dates in question. Sales Rep Melvin W*** provided additional information to *** regarding the status of active/inactive bedbugs for his propertyLikewise, I provided *** our local contact info (email addresses and my personal phone number) to ensure he has full local access to our office moving forward and has additional resources should he have any further questions or issues. I also provided a $discount for the inconvenience he dealt with. He was satisfied after we spoke and resolved his concern. An adjusted invoice was sent to *** on December 26th accordingly.Melvin W*** phone: *** ***Ashley M*** phone: *** ***Sean L*** phone: *** ***Let me know if you need anything else- thanks

November 21, 2017Dear *** ***,With regards to the above mentioned complaint for *** ***, we at Rentokil, NA have contacted our local service office and have arranged for the cancellation of service effective immediatelyWe will adjust the customer's invoice to cancel what is owed, and will
refrain from any additional servicc per the customer’s request.This will leave the customer with a SO balance as requested.Sincerely,Jamie W.Assistant Credit Manager

After doing some research on this account, I want to address the customer's concerns. 1. I contacted this company for their serviceThey will never show up for the appointmentI contacted the company and complained and it took a week after I made the complaint to send someone out. -On the original call (11/16) This customer was confirmed for 11/20. However, the work was placed on the wrong day. This was a mistake by the ***. Customer called in and asked where specialist was on 11/20, *** then rescheduled service for 11/21. Nobody showed up on 11/21. Customer called back on 11/claiming nobody showed up and the appointment was in *** on 11/29. Finally it looks like the service was completed on 11/30. Scheduling seemed to be a series of mistakes on our end from the beginning, therefore resulting in customer dissatisfaction.2.They set me up with recurring payments from my checking account without my knowledge. I asked for a day treatment planThe guy showed up one time and never came back out. - There was no phone call where the customer agreed to ongoing maintenance services. The *** confirmed a 1x service with a warranty. I am not sure how *** got accepted as this would be an admin who accepts thisOn the phone recording, the *** indicated he would send an email with the service agreement that should outline only a single service. After recovering the email that was sent/received with a copy of the service agreement, it appears the file was corrupted, therefore, the customer would not have been able to open it. 3. I had to do the work myselfThe company is deceptiveI made it clear of what service I want and they just took my money and attempted to take more with recurring paymentIf I did not authorize them to do thatThat should be stealingI was guarantee the rodent problem will be gone in daysThey only set traps out and never came backMy days is almost up.- The service was not split into a two part service in ***, therefore customer never received the follow up visit they were owed. Also, I believe the *** that handled the call over promised on some things that we actually do. Guaranteeing a pest concern will completely go away in less than days is not something we should be committing to with customers as every situation is different. I believe this customer's experience was a mess from the beginning due to errors on our end. My suggestion would be to refund their money due to a poor customer experience and provide the follow up visit she should have had to begin with. Hope this helps. I wish I had a better outcome in my findings, but this is going to be taken as an opportunity to coach and train *** on how to correctly sell rodent work over the phone and enter/schedule in ***I will be holding a 1:today to discuss with ***. ***,Good morning. So I'd like to start off for taking on the effort of researching this, but also for adopting to a forward lean towards our Customer, seeing where the opportunities are, and ultimately making a recommendation that I think will sufficiently solution this one - all in short order too, well done.I'm comfortable with your feedback, though I will likely massage it a little into the Revdex.com portal so that it makes sense to our Customer, and the Revdex.com themselves. Will you please move forward with the credit? What should the Customer expect in terms of time before this is on their radar as a refund? I want to set an expectation in my narrative to them.Thank you again,I assumed you would have to massage my feedback a little for the Revdex.com. The customer can expect to see a full refund of $to their card within 2-business days from today. I just checked with *** *** to be sure

From: *** *** Date: Sun, Mar 5, at 3:PMSubject: complaint #***To: [email protected] Afternoon,In reference to complaint #***I want to let you know that I spoke with a customer loyalty person at the business yesterday (3/4/17) and he has
promised to close the account and cancel any open invoices as requestedHopefully at this point the matter is resolved (see attached).Thank you for your help!

After doing some research on this account, I want to address the customer's concerns.? 1.? I contacted this company for their serviceThey will never show up for the appointmentI contacted the company and complained and it took a week after I made the complaint to send someone out.? -On the original call (11/16) This customer was confirmed for 11/20.? However, the work was placed on the wrong day.? This was a mistake by the ***.? Customer called in and asked where specialist was on 11/20, *** then rescheduled service for 11/21.? Nobody showed up on 11/21.? Customer called back on 11/claiming nobody showed up and the appointment was in *** on 11/29.? Finally it looks like the service was completed on 11/30.? Scheduling seemed to be a series of mistakes on our end from the beginning, therefore resulting in customer dissatisfaction.2.They set me up with recurring payments from my checking account without my knowledge.? I asked for a day treatment planThe guy showed up one time and never came back out.? - There was no phone call where the customer agreed to ongoing maintenance services.? The *** confirmed a 1x service with a warranty.? I am not sure how ***? got accepted as this would be an admin who accepts thisOn the phone recording, the *** indicated he would send an email with the service agreement that should outline only a single service.? After recovering the email that was sent/received with a copy of the service agreement, it appears the file was corrupted, therefore, the customer would not have been able to open it.? 3.? I had to do the work myselfThe company is deceptiveI made it clear of what service I want and they just took my money and attempted to take more with recurring paymentIf I did not authorize them to do thatThat should be stealingI was guarantee the rodent problem will be gone? in daysThey only set traps out and never came backMy days is almost up.- The service was not split into a two part service in ***,? therefore customer never received the follow up visit they were owed.? Also, I believe the *** that handled the call over promised on some things that we actually do.? Guaranteeing a pest concern will completely go away in less than days is not something we should be committing to with customers as every situation is different.? ? I believe this customer's experience was a mess from the beginning due to errors on our end.? My suggestion would be to refund their money due to a poor customer experience and provide the follow up visit she should have had to begin with.? Hope this helps.? I wish I had a better outcome in my findings, but this is going to be taken as an opportunity to coach and train *** on how to correctly sell rodent work over the phone and enter/schedule in ***I will be holding a 1:today to discuss with ***.? ? ***,Good morning.? So I'd like to start off for taking on the effort of researching this, but also for adopting to a forward lean towards our Customer, seeing where the opportunities are, and ultimately making a recommendation that I think will sufficiently solution this one - all in short order too, well done.I'm comfortable with your feedback, though I will likely massage it a little into the? Revdex.com? portal so that it makes sense to our Customer, and the? Revdex.com? themselves.? Will you please move forward with the credit?? What should the Customer expect in terms of time before this is on their radar as a refund?? I want to set an expectation in my narrative to them.Thank you again,I assumed you would have to massage my feedback a little for the? Revdex.com.? ? The customer can expect to see a full refund of $to their card within 2-business days from today.? I just checked with *** *** to be sure.? ?

Team,Good afternoon.  Please be advised that Rentokil is in response of this Customer's complaint, and that we're conducting a complete investigation, including listening to the telephone call(s) that took place between our Customer and colleagues.  Once we've had a chance to complete this...

effort and consider other inputs (scheduling, comments on account, etc.) we'll prepare an official response for your review and response.Thank you,