Rove Pest Control

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.

Love working with Rove

Customer signed up for services on 5/18/15 with a very bad...

mole and gopher issue, Customer is upset because they are still having this issue. Looks like customer had a told of 6 regular quarterly services and 7 re-services and mole follow-ups. Tired 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 $110.00 with tax 117.84  and his Quarterly services were $99.00 with tax $106.05 attached is his service agreement stating the price. We 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.