Rove Pest Control

Our backyard butts up to our slanted neighbors' yards and causes all of the runoff to collect behind our shady house causing us to experience a horrendous mosquito plague year after yearA lot of places told me we would have to change the landscaping to fix the problem, but our neighbors were unwillingRove came out and helped us customize a plan that would fit our needs and our budgetOur kids were able to play outside all summer long and didn't get bothered by mosquitoes for the first time in yearsThe results are great and the mosquito technician that comes by is polite and efficient

We are sorry about the miscommunications, and our hope was to solve the issue by reactivating the account and providing a free service as should have happenedSince this was refused, we will refund the pro-rated initial service cost that you requested in your first correspondence

Rove Pest Control came to our house to investigate an aggressive hornet infestationThe technician did a quick assessment and decided that using chemical dust was the best way to eradicate the hornetsHe dusted near the opening of the nest and around the general area of the nest which is our front door frameHe then walked the yard and went into the basement where he used a different chemical spray as the hornets were getting in there as wellThis treatment did absolutely NOTHING to kill the hornetsHe said that we should see them dramatically reduce in number after three days and they should be fully gone after a weekToday has been one week and they are worse than everUpon calling back to let them know their service did not work, we were told they do not guarantee one-time visits and that we would need to pay full price to have them come out againKnowing their chemical did not work in the least the first time, we refused to pay full price againI will never recommend this company to anyoneThe customer service was terribleThe work is not guaranteedAnd their treatment did nothing to kill the hornetsAsking customers to pay full price again when your own service failed to treat the issue is just about the worst business model I've ever encountered

Thank you for letting us know there was an issue, and I apologize for the issue with the glue board disposalThe service guarantee is an important part of the service and I want to ensure that it fully covers issues any ongoing customers haveI will have a manager reach out to you to
resolve everythingThough we wish everything went perfect according to plan each time, we appreciate the opportunity to improve and fix issues as they arisePrior to the conversation we can email over the original document signed that clarifies that there was a discount taken on the first service as part of a month agreement and shows the per service charge rather than a time period chargeThe fee for cancellation covers the discount taken on the first service on the premise that the full agreement would be metWe look forward to speaking with you to resolve everythingThank you again for taking the time to let us know how we can help you and improve. Travis *** | Operations Director | ###-###-####rovepestcontrol.com

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for letting us know about your issueWe are sorry that you felt you had to involve the workers at the Revdex.comAfter the secretary read over the terms of the agreement on the phone call, the threat of legal action was a cue for her to
pass things along to her managerWhen the manager called, Mrs*** took the call and after discussing the situation, the manager thought that she had found resolutionHad she had any indication this was not the case, she would have worked further to find an amicable situationWe are not in the business of legal battles, but rather of helping people solve pest issuesIt does take more than one service to solve pest issues in the long termWe apologize for the confusionIn order to minimize the confusion that may occur in setting up a new account, we have customers initial the specific terms of the agreement, sign it, complete a confirmation call with an office secretary reviewing the terms of the agreement, and then a copy is emailed to each customerWe realize confusion may still occur and for this we have managers that do their best to help each customer find the best solution for their pests with changing circumstancesI will have the account manager reach back out to your family and instruct her to speak directly to you so as to avoid further confusionIt is difficult for us to be aware of conversations that occur or do not occur between homeowners unless we receive a call backWe look forward to speaking with you

Just got off the phone with *** *** *** who works as an Accounts Manager at the Woodbury location of Rove Pest Control, and I am extremely dissatisfied with the corrupt and manipulative business practice of Rove Pest ControlUnbenounced to me, when I had Rove come out for a one time service back in the early fall of 2013, the young technician told me they offer a cheap quarterly rateI explained to him the unit he was spraying was a rental unit and I wouldn't be there beyond the winter, so need to do a quarterly planHe said I could still have the rate, and I signed the "receipt" - which I now am finding out is the same document as their "contract"Six months and some change later, I receive an emailed invoice from Rove asking for $I immediately call and kindly explain how I do not even live at that address any more, and that the technician was well aware of the circumstancesMan oh man, *** LOVES that piece of paper*** said because he was not there, he doesn't know what was said by me or the technician and simply goes off this contractHe also then tells me the second service for which I have been invoiced for has already been rendered, and I scoff at this because I know who lives in my old unit now and no one EVER came out thereHe said, well, they just sprayed around the exterior since they couldn't get in*** was clearly telling lies as I call him out on the fact the unit is a second story unit, so how did they spray around the exterior?! He puts me on hold for minutes, comes back and without saying he blatantly lied, says he was wrong and that they came out there, attempted to perform the service, and left a noteMind you, I still live in this building, just not in that unit, and NO, no one ever came out or left such a note
Look, I get it, based on the reviews on here and Yelp, this is a company that tells their service technicians to get a signature under ANY circumstances, and they do not care about customer satisfaction or happiness - they just want a signed piece of paper and money, even if they aren't doing services for the money they takeThey will tell you it is just a receipt, they will tell you can cancel at any time, or they will tell you like they did me, I can have the special rate even though it is just a one-time service since I was moving out in a matter of weeksScammy, shady, and the worst part, the service wasn't even good - I had centipedes the next day last fall and had to call out a different pest serviceBut hey, that company was less money and had no receipt that was a behind-the-scenes contractStay away from Rove Pest ControlOr, have fun arguing with *** Lee Smith who does not care AT ALL about what his salesmen/women are telling customers

Customer signed up for services on 5/18/with a very bad mole and gopher issue, Customer is upset because they are still having this issueLooks like customer had a told of regular quarterly services and re-services and mole follow-upsTired to explain to the customer with having this
bad of a mole/gopher issue that the customer needs to understand that it takes time to get under control. Price didn’t very for the customer his initial service was $with tax 117.84 and his Quarterly services were $with tax $attached is his service agreement stating the priceWe would like to offer the customer for a manager to come out and survey his lawn and create a plan of action with him and explain the way moles and gophers work? Specially if he is still have a bad mole and gopher problem we would like to help

I am rejecting this response because:
When the agreement was initially presented I was told the gophers would be eliminated They have only sprawled further throughout my property causing more damage A solution to probate my pets from areas of the home and yard where poisoned pests may be active is not reasonable I still have the voicemail from June indicating the technician felt the issue had been resolved but it clearly never had any impact based on the number of gopher mounds throughout the property If a year of service can't re-mediate the issue when other service providers can eliminate gophers from neighboring properties then maybe the approach is faulty

*** Hard Copy Attached ***
On May 12th the final service was performed under the month service agreementThe customer did not call to confirm a cancellation on the accountWhen the service was performed on August 10th, the customer called explaining that they did
not want that serviceAs a sign of good faith, we refunded the customer on August 26th in the amount of $On November 19th the customer called inquiring about having their final service and agreed to have service in December 4th We informed the customer that we do require a day notification of cancellationThe customer did not call back to confirm the cancellation after the service was completed on December 4th so service was to continue on a quarterly basisOn February 18th another service was providedThe customer called on April 12th indicating that they did not want the service that was provided on February 18thAs another sign of good faith, we refunded the customer on April 13th in the amount of $There was an error in our system which recharged them on April 14th which we were aware of and refunded the charge right away on April 14th in the amount on $We have refunded the customer a total of $257.10.We have already spoken with the customer and provided our proof of the refunded amounts including the transaction ID numbersIf the customer would like to provide evidence through bank statements indicating that the refunds did not go through, we will look into it further

Dear Mr***, Thank you for your letter regarding the complaint *** submitted on 8/25/2017. As is standard procedure with every new account, we contacted this customer to review and confirm his service agreement he signed before we proceeded with our
treatment plan. We also sent an electronic copy of his agreement to his email address. I have attached a copy of his signed service agreement for your records It is never our intent to have dissatisfied customers as we pride ourselves on exceptional care and service, but it is clear that this customer had a misunderstanding of our services All future treatments have been cancelled, we are not enforcing a penalty for early termination of the agreement

Initial Business Response /* (1000, 5, 2016/03/01) */
Thank you for bringing this confusion to our attentionWe apologize for the error in the conversation that occurred in November which caused the confusionWe have reviewed the conversation with the customer service representative who failed to
review that account details that had been set upWhen the original phone conversation occurred, the phone representative reviewed the service plan with you and the length of commitment associated with the discount taken on the initial serviceWhen the first technician arrived, he did ensure the agreement was reviewed, the details of the agreement terms initialed, and the agreement signed, but any confusion should have been resolved in NovemberWe understand it would have been confusing to not be held to the agreed upon terms and then have that resurfaceIn light of that employee error, we will not be enforcing the agreed upon terms, but we do encourage you to maintain protective barriersThe products applied for mice will have a continuing effect of keeping them under control, and we are thrilled to hear that the control efforts have been successfulIt is important to continue those barriers and be proactive about keeping pests out of the home, and populations around the home under controlWe are more than happy to continue keeping the population levels low for you, but if you prefer to work with a different company, we would be happy to point you in the direction of another reputable company with a similar track record of success

HI,
I had Rove Pest control for year and still have itI decided to cancel today because there is nothing improved in my yard in regards to volesI complained and they never show up for the visit to take care of itI really do not suggest this company for any of the pest control servicesIt is literally waste of moneyInstead we can buy stuff ourselves and install boxes ourselves
So stay away and save some money
Thanks

Stay away from themA really bad experience
Be careful of their contractI signed one year contract with them including five servicesI was not happy about the service and asked if I can cancel it going forwardThey told me that I will still be charged 60% of the remaining service if I cancel itThe sales person never mentioned this to me
They only cared about getting your money not about serving youOne time, they scheduled a service on Friday, in the past, I do not need to be at home since the service is done in my yardI went to work, only grandpa and grandma were at home that day and they do not understand or speak English at all, when I came back from work, grandpa told me that a man rang the doorbell today, since they were not able to communicate, the man left, no service doneOn Monday, I got their invoice with comments "customer does not need service"Nobody bothered to check or confirm with me why customer did not need service, but they did not waist a second to bill meI called them, nobody apologized, they just told me that was what grandpa told them
I will never recommend rove to anyone

Initial Business Response /* (1000, 8, 2015/09/18) */
We appreciate the opportunity to improve through customer feedback. When analyzing situations, it is important to have accurate information so that accurate conclusions may be drawn. The report states that the technician was wearing...

shorts. As technicians gather the products to complete a service, they interact with service managers who verify various things including the clothing of the technician. MN state law requires long pants be worn whenever applying pesticides for hire. With this accusation of an infraction of the law, we had to take it seriously and call through the rest of the customers on the route and bother them to find out if the technician was wearing shorts at their homes. All reports received from customers and the service manager indicate the technician was wearing pants that day. It seems unlikely that the technician would change into shorts for that service only, especially since the wearing of shorts would expose the technicians legs to attack from the yellow jackets. If observation was not accurate enough to distinguish between shorts and long pants, it cannot be an accurate source of information regarding the specific type of product applied. The technician reported a dust application on the invoice and the description from the customer fits a process the technician would have gone through to apply the dust. It seems that the majority if the accusation against the technician is based off of visual inspection of the nest entrance. It is important to understand that dust should be applied to dirt and nests in a manner that does not coat or pile up in such a way that the application would be visible. Such an application would be against label application and would be an instance of an illegal application. We are grateful to hear that the technician made the application according to the label and legal guidelines. The active ingredient in the dust applied is Deltamethrin which is a slow acting product. The downside of the slow active ingredient is that it will not drop the yellow jackets dead in their tracks and will not even kill them within 1-2 days. The benefit of this product is that it allows adequate time to spread throughout the entire population and nest. Depending on the number of yellow jackets and the hatching stages, the treatment could take anywhere from 3 days to 14 days to take care of the entire population. The time frame from initial application to first reported complaint was only 4 days. At the 4 day point, the problem was reported as solved. Even if the customer had reported continued activity after 5 or 6 days, it would not have been reason to indicate an incomplete treatment. Some insect issues take longer than others to achieve resolution. Since the customer applied another product within a few days of the original application, it is impossible to separate the effects had from each product. Many pest control customers aid in the control of their insect issues by altering landscaping, cleaning up food and harborage sites, applying contact killers as temporary relief in specific areas while the main product runs its course, or even by simply stepping on and squishing unwanted bugs.. Any additional effort from the customer may help accelerate the situation, but does not decrease the cost of the product applied or decrease the value of the technician's efforts at the time of service. A service was ordered for yellow jackets, a technician arrived and performed the application, and within 4 days or less, the problem was solved. There is no observable reason to justify a refund for services rendered. If the customer felt that additional service was required, the correct step to take would have been to contact us in which case the process could have been re-explained and a free follow-up service could have been performed if results did not occur within 5-7 days.

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for letting us know about your issue. We are sorry that you felt you had to involve the workers at the Revdex.com. After the secretary read over the terms of the agreement on the phone call, the threat of legal action was a cue for her...

to pass things along to her manager. When the manager called, Mrs. [redacted] took the call and after discussing the situation, the manager thought that she had found resolution. Had she had any indication this was not the case, she would have worked further to find an amicable situation. We are not in the business of legal battles, but rather of helping people solve pest issues. It does take more than one service to solve pest issues in the long term. We apologize for the confusion. In order to minimize the confusion that may occur in setting up a new account, we have customers initial the specific terms of the agreement, sign it, complete a confirmation call with an office secretary reviewing the terms of the agreement, and then a copy is emailed to each customer. We realize confusion may still occur and for this we have managers that do their best to help each customer find the best solution for their pests with changing circumstances. I will have the account manager reach back out to your family and instruct her to speak directly to you so as to avoid further confusion. It is difficult for us to be aware of conversations that occur or do not occur between homeowners unless we receive a call back. We look forward to speaking with you.

This company has very deceptive sales practices. They were going to be in the neighborhood the following day, so offered a discounted rate. I stated several times that I did not want to sign up for anything beyond the initial treatment and did not want to have to cancel something later, which the sales person agreed with. Ultimately I declined because I was uncomfortable. A short while later, they stopped back while I was out and told my wife I was very interested and would even give a lower rate, with no mention she was signing a 12 month contract.

Thank you for letting us know there was an issue, and I apologize for the issue with the glue board disposal. The service guarantee is an important part of the service and I want to ensure that it fully covers issues any ongoing customers have. I will have a manager reach out to you to resolve...

everything. Though we wish everything went perfect according to plan each time, we appreciate the opportunity to improve and fix issues as they arise. Prior to the conversation we can email over the original document signed that clarifies that there was a discount taken on the first service as part of a 12 month agreement and shows the per service charge rather than a time period charge. The fee for cancellation covers the discount taken on the first service on the premise that the full agreement would be met. We look forward to speaking with you to resolve everything. Thank you again for taking the time to let us know how we can help you and improve.      Travis [redacted] | Operations Director | ###-###-#### rovepestcontrol.com

Initial Business Response /* (1000, 5, 2015/06/17) */
There were several elements going on in this situation, but we were able to get the customer on the phone and straighten out the details. My understanding is there is no current issue with the account, service, or billing. Please have the...

customer contact us if this is not the issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rove pest control contacted me and we did have a conversation that led me to believe everything was heading in the direction of being worked out, and that they would send me a statement indicating a zero balance with them. However this never arrived
Final Business Response /* (4000, 9, 2015/06/25) */
I placed another statement in the mail today, but the account does show a zero balance. Hopefully one or both of them arrive soon. If mail service fails us on two attempts, just call into the office and we can have a technician drop it off while in the area.

Initial Business Response /* (1000, 5, 2014/12/17) */
This issue was previously resolved according to our records. We do have the signed contract on file in case it is needed, but the situation was already considered a misunderstanding and the service in question that was ordered, contracted for,...

and provided was already refunded. The difference in the service price on the initial service is sales tax which we do not control, but the contract does indicate that sales tax would be charged as required by the state.

[redacted] See Attached [redacted]
 
Per conversation account manager had with customer they explained that me reduced one time rate was the initial service discount which customer initial service was $50.00 ( plus tax) and that rate was reduced from the standard $215.00 for an initial...

service. Customer called and decided not to have his one month follow up and any other communication with the customer didn't happen until the end of October. Customer was cancelled out and charged the cancellation fee. Customers account has been cancelled out so their will be no further services or fees. Celia [redacted] Rove Pest Control