Rove Pest Control

Do not use rove. I am a current customer,rove sprays my yard for mosquitos. At least they are supposed to.I cannot tell a day after the tech sprays my yard. When I told them a competiter does an amazingly better jobmosquito squad. More expensive but now I see worth it. Rove told me I was in a contract and had to pay to get out of it..dont sighn anything with rove..I actually spray my yard with a product from fleet farm that works better than what rove does. When I called to get out of the contract the lady answering the phone mistakingly told me the tech did not spay my back yard.I was not notified and billed the same amount. When I spoke with management they agreed to send him out next week..DO NOT USE ROVE.

Initial Business Response /* (1000, 5, 2015/08/25) */
The customer states that he was given a runaround on a refund request, but in order for a refund to be issues, payment has to be made. When the technician arrived for the regularly scheduled service on August 3, he was sent away. When the...

customer called on 8/24 to ask that the charge be removed for the technician visit on 8/3, the charge was removed the same hour.
With regard to the service performed in July, there was never a charge for the service. The customer had called and requested that a technician be sent to the home to treat for wasps in the eaves. When eaves of a home are treated, all care possible is given to control where the spray goes, but gravity is going to pull some of the spray down. Since one of the areas needing treated was above a deck, the technician selected a product for use around food preparation areas and performed the application according to label requirements and the customer's request. After the customer came out yelling and cursing at the technician, he left the premises. The branch manager called to discuss the concern with the customer and after explaining the safety measures taken, all appeared to be resolved. When the technician returned for the next regularly scheduled visit, the customer apologized to the technician for the previous outburst and declined that day's service.
Since the customer provided notification of concern, no money has been collected so there is no money to refund. The applications requested were performed in the safest manner possible given the nature of the request and the circumstances upon arrival. When concern was communicated, the technician, office staff, and management complied with the customer's requests. Unless something else occurred between the last resolution and the submission of this complaint, the matter has previously been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/01) */
Thank you for reaching out to us regarding the voles. We need to coordinate a time to get expert eyes on the property to properly analyze the current situation now that the snow has melted. Voles are not a quick fix, and we are glad that you...

started the process right away. Far too many do not start the process right away and end up even worse off. The control process will vary from neighborhood to neighborhood and even yard to yard within neighborhoods, but our commitment to you is to continue the control process including adjustments until the control point is achieved. The process is not a shield or barrier that prohibits voles from entering a yard, but is a process of restricting the population count itself. As is the case with all wildlife, the population diminishing process works on a wavy pattern in a downward direction. We have many tools at our disposal and are excited to find the next piece in the process. We will have someone reach out to you this week to coordinate that next step.

Initial Business Response /* (1000, 5, 2015/11/20) */
Thank you for reaching out to us regarding your concerns. We apologize for the phone company and the issues they were having. We are currently working with them to ensure it is fully resolved or we will be switching. Again we are terribly...

sorry, and are doing everything we can to remedy this issue that is outside of our direct control.
As the representative stated when she received notice of the issue, she would investigate it thoroughly and get back to you. It is of vital importance in our attempt to provide the best customer service possible that we take each complaint and concern seriously and look into each one. She investigated and was able to verify through GPS and technician description of specifics on the home that he did arrive at the correct house and do a portion of the service. She placed a call to the number we have on file for you and left a message to call back to resolve everything. She has not yet hear back, but we have not had issues with the phones since that day, so there should be no issue returning her call at this point.
Since part of the service was completed, but other parts were not, we will send a technician out to complete the other portions of the service at no extra charge as has been our service guarantee to you all along. If anything is not completed to your satisfaction or a problem arises in between, we will return free of charge.
Please call us at your earliest convenience at [redacted] and we will schedule the remaining portions of the service. Thank you for your business.

Initial Business Response /* (1000, 5, 2015/06/17) */
We are sorry to hear about your negative experience, but request a return call to learn what details of the service were not satisfactory so that we may correct things as needed. We place high value on all customer feedback, but without complete...

details, we are not able to determine correct paths of resolution or fix things where needed.
The customer states that the service took less than 5 minutes, but provides no detail as to what was or was not done for the service. The GPS record of the service shows 15 minutes for the service which is in line with the details of the job description and expected time of completion. The complaint references conversations with the manager, but the manager has placed calls to attempt to resolve this that have not been returned. The complaint mentions just scrolling to the bottom and not allowing the customer to be aware of the terms of the agreement, but each term of the agreement was initialed and subsequently signed by the customer. In addition, a phone call occurred with our new account verification department where the individual terms of the agreement were reviewed with the customer to ensure they were properly explained.
We have attempted to resolve things via offers to complete whatever portion of the service was missed on an additional trip free of charge. We have offered to do an entire service over again at no extra charge. We are happy and attempting to resolve things through fair and equitable means, but attempts are being refused and contact attempts are being ignored. We are aware that misunderstandings may occur, but where the offer began at 50% off and was negotiated to 74% off based on the completion of the entire agreement, we feel the customer should carry some level of responsibility for such an arrangement. We have reduced the cancellation fee to cover the cost of the service provided, but respectfully request a return call to the manager to gather the factual details necessary to obtain equitable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received and calls from a manager. I tried calling two separate days and was refused to be given a name of the manager that I was talking to. The agreement that I signed was the agreement to harge my card for the service that I was coerced into having them complete. The "service agreement" has all the explanations in fine print way above where I was able to initial at the bottom. I asked multiple times if I can cancel whenever I want with no fees and I was advised I could. My wife was advised the same thing when she was asked. I want them to abide by what their sales rep is informing their customers. I canceled within 7 days of having the service done, clearly not wanting it from the beginning. Yes their truck is docking 15 minutes of service, 5 minutes getting their equipment, 5 minutes of service in and outside of my house and 5 minutes putting their equipment away. I can provide the things that were emailed to me to prove that the signature/initials are at the very bottom of the page showing that on an ipad/tablet, the rep would scroll to the bottom (after telling you that they have walked you through and explained everything to you for an hour) and have you sign/initial, you would not see the fine print at the top.
I understand that have some responsibility in this situation also, but please be aware, I cancelled when I did because I took the sales rep by his words. Please also be aware, that in no way shape or form, no one has contacted me or apologized for anything. I have tried to call and talk to anyone that can resolve my issue, but as the original complaint stated, they hung up on me, they informed me that I have to pay a cancellation fee because I didn't read the contract and on the third call, they refuse to let me cancel unless I pay the 189.00 to cancel. Again, I did not want the service. Their sales rep would not leave my door and stated that he only needed my two more houses to fulfill the jobs for the day. He then offered 50% off and it would cover the service for the day and for us to cancel anytime we want.
Since having to deal with their customer service department and the rudeness of the reps, I do not feel that I can be reasonable with them anymore. They trapped me into something I did not want, refused to give names, refused to take notes and document my calls, advised me IF their managers had time they would call, that it is not in their court/fault that I did not read the agreement that I was signing, and their sales reps not giving truthful information.

Initial Business Response /* (1000, 5, 2014/11/19) */
We appreciate any feedback from customers as it normally gives us an opportunity to improve as a company. The only specifics in the complaint deal with time spent on the home, but the contract was not established based on time. There is no...

hourly rate associated with the contract. The contract is for pest control. When the service was set up, the customer initialed beside the paragraph indicating understanding that it was for a 12 month period as well as the re-service policy under which if the customer requests additional services, RPC will return and retreat the home according to the customer's service plan. The value in the service is achieving a level of control in the pests being targeted. In some cases, a thorough inspection may be needed and may take additional time, but if a problem or source of a problem is evident, little inspection time is needed and the technician can begin treating accordingly. No mention of time required for service is listed on the contract. Time corresponds to work needing done. The customer states that "at most tech has been 10 minutes for each treatment," however records indicate that the services actually lasted 20, 15, 18, and 10 minutes respectively. These times have a logical flow as an initial service will take longer getting things established. The service time spikes in late July as pests are quite active during the summer. The 10 minute service occurred during November when pests need treated, but there are less variety that need addressed. Once again, the customer understood at the time of beginning service that if additional services were needed for whatever reason (this could include wanting the technician to spend more time at his property), such service requests would be provided at no extra charge. The establishment of the value for service was negotiated at the time of establishing service. If there is some pest needing more attention, the remedy is already in place to address it. There is no contract for time. If the customer felt that the time spent was inadequate, he had a 3 day recision right following the transaction. At this point, the customer has taken advantage of over $230 in discounts in conjunction with the service contract. The cancelation fee is in place to dissuade customers from taking advantage of discounts and then rescinding on the agreement. If there is a pest issue that needs addressed, we will return free of charge to take care of it as contracted.

[redacted] Hard Copy Attached [redacted]
To whom it may concern:
[redacted] whose address is at [redacted], Cottage Grove, MN 55016. Signed up with services with Rove Pest Control on 6.18.16 for a 12 month service agreement which included an initial service and four regular...

services. We were contacted by the customer on 7.28.16, he stated that he wanted to cancel services. We were never given a reason for cancelling, Tried to resolve any concerns, But Mr [redacted] was unwilling to discuss then with us. The remaining balance on the customers account is his cancellation fee of $118.00. Thank you,
Celia [redacted]
Account Manager

I am rejecting this response because: it is not the clients fault that the vendors technicians have very poor communication skills and just want to receive a signature asap. It is also not the clients fault that their technicians havr made false claims. This would be on par, if not on the same level as false advertising. Judging from all the negative reviews on Revdex.com,  this seems to be a common problem among your technicians. I am not satisfied with the service I have received up to the point if cancellation. According to your response and contract garauntee, I would be eligible to get a refund, excluding my contract cancellation fee.

Initial Business Response /* (1000, 5, 2016/03/01) */
Thank you for reaching out to us regarding the voles. We need to coordinate a time to get expert eyes on the property to properly analyze the current situation now that the snow has melted. Voles are not a quick fix, and we are glad...

that you started the process right away. Far too many do not start the process right away and end up even worse off. The control process will vary from neighborhood to neighborhood and even yard to yard within neighborhoods, but our commitment to you is to continue the control process including adjustments until the control point is achieved. The process is not a shield or barrier that prohibits voles from entering a yard, but is a process of restricting the population count itself. As is the case with all wildlife, the population diminishing process works on a wavy pattern in a downward direction. We have many tools at our disposal and are excited to find the next piece in the process. We will have someone reach out to you this week to coordinate that next step.

I read the negative teviews, and I was surprised. We have had Rove for over a year, and we have been very pleased. They arrive on time, are thorough and professional. We have not seen evidence of mice since Rove has been servicing our home. Very pleased.

Very poor customer service. Very hesitant to answer any questions. Difficult to get ahold of. Services not comparable to what's offered by competitors.

Initial Business Response /* (1000, 5, 2014/07/15) */
[redacted] Service agreement and invoice attached [redacted]
The service in question in this complaint occurred over two years ago. We understand it is difficult to recall details over such a large time period. The former customer states that...

"there was snow on the ground so check not perform outside work..." While this statement regarding snow would have held true during the spring of 2014 or 2013 where snow lingered through April and into May, 2012 was a very different year. March 2012 had 81 degrees as the highest temperature, 37.5 as the average low, and 56.9 as the average high. With 47.2 as the mean March temperature and 1.23" of precipitation during that month, the conditions were not conducive to allowing snow to linger. In fact, melt off began in February during the 2012 year as temperatures hit 55 degrees.
In addition to the historical weather failing to support the customer claim, the service invoice shows that the technician power sprayed the exterior, granulated the yard, and treated the interior for fleas/insects. The customer signed the invoice that day accepting and confirming the work done. The service was completed and accepted in its entirety.
In an attempt to resolve the balance, the customer was notified of the balance due on a weekly basis via alternating phone calls and bills. After 3 months of failure to collect the amount due, the account was turned over to a collections agency. At that point, we no longer owned this account or the debt associated with it. We cannot make decisions regarding the balance. We are not even sure who currently owns the debt since the acquiring company has the right to keep it or sell it. The correct course of action to resolve the amount due is to contact the agency that has most recently initiated contact with the former customer. Since the service invoice and the service agreement were both signed by the former customer indicating acceptance of the terms and amounts due, the correct course of action is to pay the amount due for services provided and established contracts.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
on 12 21 11 you guys state you were at my house and you used 5 ounces altraside to do whole housebut then on 3 29 2112 you said you used 3 gallons talstar flowable and 11b? Of bit en lp... why would you use more chemicals the 2nd visit? Because you were never here on 12 21 11 and how my signature was put on these pages is a question rob can answer, not one time did rob say he was the owner but instead said he was the manager. As a business owner with great standards I am an owner operator. As you stated before it was a while ago but did some research and I could absolutely tell there was fraudulent information here. You stated in an email that your tech had me sign a service agreement in witch rob had signed and never dated because he he was never present. AgainI'm a business owner and would never sign something somebody else has already signed and is not there physically. and even if this was true how can somebody sign and date something at the same time and the signatures and the dates don't even match up one clearly states 12 dash 21 dash 11 any other one clearly states 12 / 21 / 11 the service invoice is very noticeable that there is much marks due to trying to forge a signature as you look at your initials on the Service Agreement I have never written a P like that in my life either. Your collection agency letter dated 7/2/14 with the headings credit adjustment incorporated States date of service 12/21/11 payment was never made which on your Service Agreement it had been so therefore there is something obviously wrong and the reviews show that clearly. none of your paperwork makes any sense and I will be paying you $0 dollars and calling call company's involved with my credit rating to clear this matter. the facts are your company was only at my home one time and didn't do the job right when we needed you guys to come out for free at your service agreement states either too busy or did not answer your phone. When your tech came out in June he was told to leave and he said I needed to put it in writing and send it to you. I also heard this from [redacted] and service should of been canceled then as well as breaching your contract in march. It's people like you who makes it hard on small bussiness. Everything I stated is in email and on paperwork from rove.
Final Business Response /* (4000, 22, 2014/07/25) */
We originally agreed that the $53 for the initial service was paid. We continue to agree that it was paid. We also submitted documentation that this fee was paid. The amount due is from subsequent service according to the service agreement and service invoices as detailed in the supplied documents and the original bills.
Final Consumer Response /* (3000, 20, 2014/07/25) */
customer has provided docs to show payment was made. See attached.

Initial Business Response /* (1000, 5, 2016/03/01) */
Thank you for bringing this confusion to our attention. We apologize for the error in the conversation that occurred in November which caused the confusion. We have reviewed the conversation with the customer service representative who...

failed to review that account details that had been set up. When 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 service. When 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 November. We understand it would have been confusing to not be held to the agreed upon terms and then have that resurface. In light of that employee error, we will not be enforcing the agreed upon terms, but we do encourage you to maintain protective barriers. The 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 successful. It is important to continue those barriers and be proactive about keeping pests out of the home, and populations around the home under control. We 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.

[redacted],   I believe this complaint has already been resolved.  The customer has been allowed to terminate their service agreement with Rove, without any fine or penalty back on June 20th.   Unsure how to respond to the desired settlement.  Soliciting door to door is not illegal...

with the proper permits, which we have.  Nor are we trying to scam customers into accepting service.  It’s a simple offer that can either be accepted or declined by the homeowner.  There are no twisting of arms going on around here:)

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] Hard Copy Attached [redacted]To whom it may concern: [redacted] whose address is at [redacted], Cottage Grove, MN 55016. Signed up with services with Rove Pest Control on 6.18.16 for a 12 month service agreement which included an initial service and four regular services. We were...

contacted by the customer on 7.28.16, he stated that he wanted to cancel services. We were never given a reason for cancelling, Tried to resolve any concerns, But Mr [redacted] was unwilling to discuss then with us. The remaining balance on the customers account is his cancellation fee of $118.00. Thank you,Celia [redacted] Account Manager

Initial Business Response /* (1000, 5, 2014/05/06) */
Thank you for bringing your concern to our attention. We understand that a lot of information is covered when first setting up a pest control account and it can be difficult to remember the specifics of conversations that occurred over a...

year ago. For example, the gentlemen that visited the home last year was a service technician and the conversation with the salesman only occurred over the phone. The quarterly services that were discussed originally (and refused) provide opportunity to review important details with our customers on a regular basis. In addition, we leave a copy of the details with customers for reference. If there are any questions, our customer service agents are available to help.
Service agreements are used in the service industry to establish terms of service. The agreement we use for service is not a one sided document, but rather a document that includes provisions for both parties. If elements of the agreement are eliminated, they do not remain intact for one party and disappear for the other party. The first paragraph of the service agreement that was crossed out sets up the minimum term of the agreement and also allows for the agreement to continue with any longevity. This means that neither the company nor the customer may enforce continuation. The elimination of this paragraph changed the document from a service agreement to an unenforceable pricing sheet for any future visit. Since there is no longevity, it is a suggested pricing guide and both parties must agree to anew with each occurrence. The second paragraph that was eliminated from the agreement establishes protocol for subsequent visits. Without this paragraph, new terms for each subsequent service must be agreed upon by both parties. The third paragraph of the agreement that was eliminated sets the basis for free re-services. Since this was eliminated, free services are no longer available.
The elements remaining on the document are the service calendar, the initial service fee, the regular service fee, and the written in re-service fee. The calendar shows that the initial service fee comes due each March, but since the continuation portion of the contract was eliminated, the service fee initiating each year must be agreed upon by both parties.
The regular service fee establishes the price for setting up regular services which you pointed out were clarified in this situation as being quarterly intervals. When the call was made to the office to request service, we offered to set up the regular services at the price listed on the contract without charging the service fee to initiate the year; this offer was declined.
The re-service rate sets up the cost for additional service relating to initial or regular services. The agreement defines re-services as additional services needed between regularly scheduled treatments. Since this paragraph was crossed out and no regular services were scheduled for additional services to fall between, the re-services either become unavailable or they become available only during the discussed term which has been established as quarterly. The re-service rate was written in to clarify the cost of such services. These services could have been requested any time during the first quarter following the initial service of 2013. The products necessary for the treatment requested are designed to last 60-90 days. Once the useful life of the product has expired, it is necessary to either set up a regular service or have another initial service to initiate a new period.
At this point, we are happy to provide service as needed as long as we are able to come to agreement on a mutually beneficial pricing and service arrangement. In a free market society, each party may choose to accept or decline proposed arrangements. It is not the role of the Revdex.com to assist customers in price negotiations for new service. Even though the pricing sheet has no longevity built into it due to the eliminated paragraphs, we are happy to continue honoring the pricing as was explained in the recent conversations with the office. You may have your initial service of 2014 at the initial service rate, or you may set up regularly scheduled treatments on a quarterly basis at the regular service rate. Once a service is completed this year, you may order re-services during the span of that quarter. If you wish to pursue an arrangement with another organization, we can provide you with a recommendation for a company that will provide a similar service though we cannot guarantee or influence their pricing.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue is that I was induced to procure the service on that date based on the promise of future service at a reduced rate. I would not have purchased the service on that date, but for that promise. I had in fact refused the service for that date. I had been offered a contract with quarterly treatments, which I refused. I was then offered a one-time treatment, which I also refused. At that point, the technician left. He returned promising me future retreatments at the reduced rate. He crossed out the sections of the agreement that were crossed out and advised that I would get the reduced rate whenever I called in. I understand that the business does not want to honor this promise now for an unlimited future. I suggested that if they gave me one retreat at the reduced rate, I would call it even. They refused. I feel like I was induced to enter into the initial service based on a fraudulent promise. I would like reimbursement for a service that I would not have purchased but for the fraudulent promise made to me by their technician.
Final Business Response /* (4000, 9, 2014/05/09) */
We understand that misunderstandings do occur, especially when recalling specific verbiage of a conversation over 13 months old. In light of this, we are willing to do one single service at the price requested, but any future service will need to be priced out anew.
Final Consumer Response /* (3000, 11, 2014/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Following the refusal of Rove to honor our agreement (or to accept my request for one treatment at the agreed-upon reduced price), I contacted another company. That company came out to treat my house on May 5 and I entered into a contract with them for future services. Given the fact that I no longer require any services from Rove, I request that they reimburse me for the amount that they induced me to spend based on promise of future service. As I pointed out previously, when Rove's employee first arrived at my house and tried to sell me a quarterly contract, I rejected Rove's offer of a quarterly contract. He then tried to sell me a one time service. I rejected Rove's offer of a one-time service. This is evidenced by the fact that Rove's employee left my house and property completely after my refusals. He returned to my property to offer me a one-time treatment at approximately $150 ALONG WITH subsequent retreatments at $70 and Rove's employee changed Rove's usual Service Agreement to reflect this arrangement (or so that Rove employee claimed). I would not have allowed the treatment of my house that date but for the agreement as outlined to me by Rove's employee and the service agreement I signed. Given Rove's refusal to honor that agreement or to accept my request at compromise, I would like to be put back in the position I would have been in had I not relied on Rove's apparent misrepresentations regarding the signed Service Agreement. I have requested that Rove reimburse me for the full fee paid on the original date of service. However, I would be willing to to accept $75.

I requested service and a technician came out on Sept 30th to setup some traps for my garage for mice. The technician said he needs to collect payment after his work. Before I signed for my card, I asked him if I have to dispose of the mice or if they will. He specifically told me that if I don't want to dispose of it then just give them a call and they will come dispose of it. With that being said, I cancelled my service with them on Oct 21, which is exactly 3 weeks. I was never given anything to sign, other than for payment on my card, which was threw the technicians tablet and a cost of $95.79. He also told me this is for the initial cost of the 1st quarter and that every quarter I will be charged up to a year for the service.

When I cancelled my service, I was charged a $90 fee for cancelling. Mind you, I was never given anything else to sign other than for payment on my credit card. I called back couple days ago to see why my traps aren't getting replaced, since I already paid for the first quarter. The rep told me since I cancelled, I wanted to end my service right then and there. I told her no, I ended my service for the following 3 quarters. Again, I was never given anything to sign for the contract nor was I showed any documentation stating anything. At the end of the day, they did not fulfill their obligation of my full quarter that I paid for. Either they come out and perform their services for the remainder the quarter that we "agreed" to or else I want a pro-rated refund. I don't even care about the $90 cancellation fee, at least pro rate my initial charge of $95.79 for not fulfilling your obligation.

initial charge = $95.79
Sept 30 - Oct 21 = 3 weeks exactly
52 / 4 = 13 weeks per quarter
13 - 3 weeks = 10 weeks unfulfilled

$95.79 / 13 weeks = $7.36 / week
10 x $7.36 = $73.60

I want a pro-rated refund of $73.60 if they are not going to fulfill the rest of the quarter that I have already paid for.

[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

The door to door skateboard salesman lied to three neighbors telling each the others were getting serviced or just were that day & "we'll be back tomorrow to finish so we'd like to round out the day." When pressured, for specifics, he continued lying. None of us ordered the service. Does he not think that we talk? We're neighbors.

There's nothing to resolve. Just, please, stay away.