Robert R. Jones & Associates

Good Afternoon Ms***, Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do soWe regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.comAt this time our decision remains the samePlease refer to our response Letter dated April 21, with EnclosuresThank you in advance with your assistancePlease let us know should you have further questionsThank you, [redacted]

I have reached out to homeowner and she has received service per homeowner is satisfied and will reach out to you to resolve thisThank you in advance

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.
First of all, the orange oil most certainly WAS overused.  It was literally pooling onto the ceiling in the room below the hardwood floor.  Secondly, the employees at XTermite are lying again - there are exactly 15 planks of wood (not 1) that were stained by the orange oil, measuring 1' x 8' (not 4" x 5').  I will agree that our floors do not currently look as perfect as they did when first installed, but, they are not dirty!  There was no dirt for the oil to "attach to" as the company is stating to cause the stain.  The oil stained the wood, period.  It is almost black in color!  It is not "dissipating" in the least bit, as we have been living with this ugly stain since November!  Thirdly, I made no such comment to the "contractor" who came out (the one who thought rubbing alcohol would fix the issue) about not being concerned about the cost because insurance would cover it.  The woman writing the company response to me is still questionable in my mind as to her position with the company.  When trying to get help from XTermite, I was lied to by a friend of the technician's at the office who told me she was the Operations Manager, and when I questioned that, I discovered she was actually a file clerk. The woman responding to my Revdex.com complaint is the very one that refused to pass me through to the CEO saying that she would have the same response.  I seriously doubt that a CEO of a reputable company would be OK with leaving a customer to pay for such serious damage caused by one of her technicians.  I also doubt that a CEO would be OK learning that her employees are lying to customers and impersonating management.  Again, the work required to fix this problem is not simply replacing the boards that were blackened by the oil.  We must do that as well as sand the rest of the hardwood surrounding the new planks and reseal the entire floor.  Our floorpan is an open floorpan, so the sanding and resealing must go out to the surrounding walls because there is no way to match the color of new sealant in a specific area. Please see attached photos to understand how ugly and conspicuous this stain is.  It was definitely done with very poor judgement on the technician's part and we believe the company is treating us with malice.  If the company does not right their wrong by making us whole for their gross negligence (by paying our contractor estimate for the proper way to correct this issue) , we will be forced to take this to the media so others are not damaged in a similar way.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and hold final resolution in...

abeyance, until process completion. Xtermite has reached out to us regarding our complaint.  They sent a technician out to our home on 3/20/17 to respond to the immediate problem of the overhead beam in our bedroom, where we were experiencing a continuous shower of wood shavings.  After inspection, the Xtermite technician advised me that the initial treatment was not conducted thoroughly by the initial Xtermite treatment conducted on 3/31/2016, allowing the problem we experienced in our bedroom, where we had continuous shaving falling.   Also, on 3/20/2017 the Xtermite technician thoroughly treated the beam in the bedroom and an appointment was set for a return visit for a thorough re-inspection of the whole home due to the problem we experienced.  That next visit is scheduled for 4/11/2017 when a thorough re-inspection will be conducted and I am hopeful that any required treatments will be scheduled and/or conducted rectifying this problem.  I am also hopeful that with a new re-inspection and re-treatment, we will receive an additional warranty as well.  This stated, I also want to make it clear that Xtermite has been and is in contact with us to ensure our needs are being met in a professional and expeditious manner.  Xtermite's Manager, [redacted] has reached out to me several times and I trust that he will ensure that all is taken care of to resolve this fully.Contingent upon these conditions, I am holding the status of final resolution in abeyance until this process is complete and our needs have been satisfied.  Until that time, I will wait for the business to perform whatever action necessary and, if it does, following final resolution, will consider this complaint resolved.
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.Xtermite keeps stating that a "good faith attempt in providing a solution" has been made.  This is bogus.  They have not been reasonable or realistic in understanding what is required to correct the damage they have caused, and they have put forth lie after lie regarding the actual extent of damage they caused.  They are not taking responsibility for their actions.  We have been told by others in the industry that Xtermite was wrong to have ever entered into a contract with us in the first place due to the fact that we do not have an attic space and therefore it is impossible for them to really know where the termites are residing.  I believe this because after all of the holes Xtermite drilled into our walls throughout the house, we still have termites and their kick-outs showing up.  Xtermite also refer to a response letter dated April 21, 2015 with enclosures.  I have no idea what they are referring to.  I am not in receipt of any letter from them dated 4/21/15.I do not see this going anywhere if left up to Xtermite, so, as previously stated, I am sorry that this will now need to be aired to the media to protect others from future damage brought on by this company.  It appears we will also need to take legal action to be compensated for the significant cost it will take to get our house back to the way it was prior to Xtermite's damaging workmanship, dishonesty and disrespect toward their customers.  This is not how we would have liked this situation to have been resolved.
Regards,
[redacted]

Good Afternoon Ms. [redacted], Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do so. We regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.com. At this time our decision remains the same. Please refer to our response Letter dated April 21, 2015 with Enclosures. Thank you in advance with your assistance. Please let us know should you have further questions. Thank you, [redacted]

Thank you for your email of the complaint referenced above.We received calls from Ms. [redacted] and emails and responded to each call and email. Weapologized for to Ms. [redacted] for her feelings of frustration and assured her that we were awareof the floor and the circumstances involved.On...

investigating this matter, it has been determined that the hardwood floors had drywood termiteinfestation as well as areas of termite damage, which is different than infestation. Drywoodtermites eat wood and cause damage. To minimize the damage to the hardwood floor caused bytermites, orange oil was used to exterminate this infestation. The orange oil cannot be overused,the orange oil flows through the channels of termite damage, with that being said, it would appearas though the damage caused by the termites was near the surface. The stain caused, is not fromthe orange oil itself, it is colorless, however, the residue of dirt surrounding the floor attached tothe orange oil and created the stain.Therefore, the orange oil did not cause the visible stains. In most cases, floors that are damagedby termites are treated to prevent further infestations and damage to other boards. It is ourexperience, that this type of damage is corrected by replacing the individual boards concerned.However, please be aware, that in time the orange oil will dissipate, due to its molecular structure,it is light and will biodegrade, but the debris stains may remain and may necessitate sanding andrestaining those boards only.On visual inspection, the customer concern involves 1 wooden slat, 4 inches by 5 feet only. Thewooden floor appears to be 15 years old, it is not in perfect condition and other defects are present.Termites do infest wood, the wood slats have been damaged by the termite infestation. Termitedamage requires replacement of the wood, at the owner's_expense not Xtermite's.We are in receipt of the $5,201.42 estimate from Cut & Dried Flooring, although we may haveconsidered some assistance in this matter. This estimate is determined to be for "termite damagedwood" and an excessive scope of work to the concerns of the customer. We referred back to theoriginal contract signed on November 4, 2013: Work Authorization Contract, signed by Ms. Sue[redacted] and dated 11104/2013, Page 2 of2, "4. Customer agrees to hold company harmless forany damage which may occur." In reference to the stained 4" x 5' slat only.In a good faith effort, we were prepared to assist the customer and try to provide customersatisfaction by helping to replace the damaged slat, although our contract clearly states we are notliable. Ms. [redacted]'s assured our Inspector addressing the concerns that he should not beconcerned about the cost because, Ms. [redacted]'s felt, that our insurance would pay for costs tosand, refinish, remove and replace termite damaged wood, throughout the entire house (Kitchen,Living Room, Dining Room, Family Room). The stains in this complaint consist of 1 woodenslat, 4 inches by 5 feet only, termite damaged wood.Ms. [redacted] refused our assistance in removing and replacing the termite damaged wood, andinsisted on the work to be performed by Cut & Dried Flooring Company only. Again, Xtermite isnot liable or responsible for termite damaged wood, not only stated in the Work AuthorizationContract signed by Ms. [redacted]s, but also clearly stated on the Original Report dated October 22,1013, page 2, first paragraph in bold type print, clearly states " ... this firm does not guaranteeagainst TERMITE DAMAGE."Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, althoughXtermite was not obligated to do so. We regret that we have been unable to resolve this matterwith our customer and it has now been referred to the Revdex.com as a complaint anda mark on our good standing with the Revdex.com.Please contact me should you have require any additional information.Sincerely,  [redacted]