Savior Termite And Pest Control

Complaint: [redacted] I am rejecting this response because: As far as the late payments, this household never received a bill via mail, email or any other means of communication Once a notice was received, the bill was paid in full The sugar feeding ants issue was the only reason we canceled our current mosquito treatment at the time and went with this company, to have both issues addressed by one company As Savior has stated in previous responses, they have a warranty for their services and if the service provided is not adequate then the warranty portion is called upon So the additional treatments you speak of would be part of that warranty Yes I have had several conversations in reference to the cancelation fee Each conversation has ended with the receptionist, who is the owners daughter, has ended the conversation with "the owner will call you back when he has time and he ask for my opinion of the matter and always agrees with my recommendation" I have never received a call back from the owner! The service I had paid for was never acceptable and is the reason additional treatments had to be requested Since canceling with your company and returning to the previous service provider, I have had no issues with mosquitos and have been very pleased with their customer service Regards, [redacted] ***

It’s understandable for a customer not to accept our respond because it’s not necessarily what they would like to hearFrom the beginning of our relationship this customer whom I may add is not [redacted] ***, it’s [redacted] in our records, we’ve had conflictFirst it was because of non-payment, we continued to provide services for this customer even though we were unsuccessful at receiving payment for monthsSecond, our records show that this customer did have additional treatments for sugar feeding ants that isn’t even covered by his Defense Program, we provided the services at no additional cost out of grace and the customer misunderstanding thinking they were coveredBeyond that, we show no other times this customer has issues with our servicesI personally have spoken with this customer several times regarding the cancellation fee, every time the customer didn’t want to pay and would make inappropriate remarks, had we been able to have a civilized conservation, we may have been able to come to an agreementNow, we’ve provided services free of charge out of grace but we at this time will not be willing to reduce the fees accrued nor the fees that will continue to accrue through the 3rd party collections agency

Complaint: [redacted] I am rejecting this response because: their response does not address the second part of my complaint as to why they are try to charge me a cancellation fee when none of the services paid for were successful Second why was the customer service so bad as to why when asked to speak to the next highest level, I was told the next highest level always agree with the level I was currently speaking to Then being told the boss would call back when he has time, months go by and no call When I ask about the Time lapse I was told the boss didn't find timepoor service, poor customer service then charge me a cancellation fee? Regards, [redacted] ***

Tell us why here*** ***, our Field Operations Manager, went out to Mr***’s home on September 24th to perform a Free InspectionPer ***’s notes to the office Mr*** signed up for a Premium Defense Program as well as a one-time mosquito serviceAt time of inspection, ***
performed the Premium Initial as well as the mosquito service. The initial service included treating the interior baseboards, power dusting the attic, treating the exterior perimeter, low hanging eaves, window sills, door frames, dusting the weep holes, and treating the entire yard for fire ant controlMr*** signed the invoice (which I’ve attached), gave *** a credit card for his monthly payments and that was that. Our Operations Manager, Jennifer, received a phone call from Mr*** on October 19th stating that he didn’t want the ongoing program and he only wanted quarterly service, which our company has never provided our residential customers. We offer bimonthly services due to Texas weather being as unpredictable as it is and we want to be proactive against pests rather than reactive. Jennifer explained our process to Mr***, Mr*** was upset and wanted a refund for the 2nd payment we setup on Automatic Recurring Billing in the amount of $as well as the cancellation fee waived. Unfortunately, our company policy is we discount our Defense Programs drastically if you sign a one year agreement with us. If the agreement is terminated prior to the completion of the year, then there is a $plus tax cancellation fee. The fee is due to the costs that the company has already paid in product, labor, commissions, discounts and so forth. If we were to breakdown the cost for the Premium Initial that Mr*** received it would be the following at retail value:Interior Baseboards: $65Power Dusting Attic: $50Exterior Perimeter: $50Eaves, Windows, Doors, Weep holes: $65Fire Ant Control for Yard: $225Total with tax $492.54 At this point Mr***, has only made payments totaling to $108.26, the company has already taken a loss and that’s not including other expenses such as labor, commissions, etcWe are not prepared to waive the cancellation fee nor refund the 2nd payment in the amount of $due to the services rendered on September 24th and the invoice that he signed agreeing to the terms and conditions

Complaint: [redacted]
I am rejecting this response because: their response does not address the second part of my complaint as to why they are try to charge me a cancellation fee when none of the services paid for were successful.  Second why was the customer service so bad as to why when asked to speak to the next highest level, I was told the next highest level always agree with the level I was currently speaking to.  Then being told the boss would call back when he has time, months go by and no call.  When I ask about the Time lapse I was told the boss didn't find time. poor service, poor customer service then charge me a cancellation fee? 
Regards,
[redacted]

Worst customer service I have ever dealt with. I had to call them back to my house several times when the treatments they were providing did not work. I understand not everything will work the first time and pest control is not a "cookie cutter" operation. We explained to the customer that...

sometimes due to heavy foliage around the home, or standing water there will be more mosquito activity and sometimes we have to perform a retreat, which is why we give a warranty.   So I continued to pay my monthly service fee and let them try other options. They tried new things each time and stated the new option should work. When I finally had enough and decided to cancel their service, things got worse. They tried to charge me a final payment, and when asked about all of the treatments I paid for which did not work ([redacted]) the owners daughter and secretary pretty much told me tough luck. I asked to speak to the owner several times and [redacted] told me he would call me back when he is available. Three months later I get a letter from a collection agency. I called [redacted] back and ask why the owner did not call me, she stated he would only call back when available. I told her "he has not been available in 3 months to make a phone call", she told me this is the reason she was there and he would always go with what she suggest. Very Poorly ran business and will never recommend to anyone. [redacted] is the Operations Manager and in no way related to Johnny to begin with so we’re not sure where the customer got that from. Johnny does oversee 3 companies and isn’t available that is why an Operations Manager is in place. [redacted] tried to explain several times that we do charge a cancellation fee for any prematurely cancelled agreements, this is stated on all of our invoices.   Since we haven’t been successful at received payment for the cancellation, we have added collection fees to this account and it has been submitted to a 3rd party collections agency.   The last time this customer called asking if we had submitted him into collections, I did explain all this to him again and he stated “Well good luck getting your money” and hung up.

It’s understandable for a customer not to accept our respond because it’s not necessarily what they would like to hear. From the beginning of our relationship this customer whom I may add is not [redacted], it’s [redacted] in our records, we’ve had conflict. First it was because of non-payment, we continued to provide services for this customer even though we were unsuccessful at receiving payment for 3 months. Second, our records show that this customer did have 2 additional treatments for sugar feeding ants that isn’t even covered by his Defense Program, we provided the services at no additional cost out of grace and the customer misunderstanding thinking they were covered. Beyond that, we show no other times this customer has issues with our services. I personally have spoken with this customer several times regarding the cancellation fee, every time the customer didn’t want to pay and would make inappropriate remarks, had we been able to have a civilized conservation, we may have been able to come to an agreement. Now, we’ve provided services free of charge out of grace but we at this time will not be willing to reduce the fees accrued nor the fees that will continue to accrue through the 3rd party collections agency.

We had a one year contract with Savior and things were fine until the end of the contract. When Savior came out for the last service of the contract they asked us if we wanted to renew. They quoted us a price substantially higher than the previous year, so we declined. Response: We did not quote...

them a higher price, in fact they are grandfathered in at the same price they paid in 2016 of $550 + tax, our current price is $700 + tax They called us a few days later and asked us to renew and we said no. They continued to repeatedly call. They offered "special deals" to get us to renew, we kept saying no. Then about month later we get an invoice for $50 +tax for "Premium Defense Program Renewal. Response: We did leave them a message regarding an offer that we could give them since our technician stated that they were having financial difficulties. The offer we could’ve offered them is monthly payments for convenience. We attempted to call them a 2nd time someone did answer but hung up. When I called them I spoke with a woman named [redacted]. She represented herself as the office manager. She said that we had already agreed to renew, and I said we had not. Response: The reason she said this because we do require in writing 30 days prior to their renewal if a customer doesn’t want to renew, which is stated in all of our invoices. Since we didn’t receive any notification to this effect, then we assume as per our agreement that they still wanted service. Then she said that every invoice they ever sent said we would automatically renew so we had renewed already. We did not receive these so called invoices. When the tech would come out for service he would ask us to sign that the service was preformed and we did. Things really got bizarre when Ms. [redacted] started to claim that the invoice was not for a renewal at all, but was in fact for a service that preformed after the contract had expired, and she even said she spoke with my wife about it. Although some at the office spoke with my wife, it was only to reschedule the appointment. Response: We did speak with [redacted] regarding the renewal when she called to reschedule her appointment to treat the interior of the house, she stated that was fine. Each agreement includes 6 services, the customer is also warrantied in between services if any activity arises. We performed all 6 services for 2016’s agreement, which is why we automatically renewed them. I have attached all invoices, I have highlighted them where they state that we perform automatic renewals unless written notice is submitted 30 days prior to their renewal. It also states that any agreements cancelled prematurely will result in a $125 + tax cancellation fee, which we waived. We also heavily discounted the service that we did perform on March 9th, if we itemized it at regular retail value it would be well over $300.

Complaint: [redacted]
I am rejecting this response because: As far as the late payments, this household never received a bill via mail, email or any other means of communication.  Once a notice was received, the bill was paid in full.  The sugar feeding ants issue was the only reason we canceled our current mosquito treatment at the time and went with this company, to have both issues addressed by one company.  As Savior has stated in previous responses, they have a warranty for their services and if the service provided is not adequate then the warranty portion is called upon.  So the additional treatments you speak of would be part of that warranty.  Yes I have had several conversations in reference to the cancelation fee.  Each conversation has ended with the receptionist, who is the owners daughter, has ended the conversation with "the owner will call you back when he has time and he ask for my opinion of the matter and always agrees with my recommendation".  I have never received a call back from the owner!  The service I had paid for was never acceptable and is the reason additional treatments had to be requested.   Since canceling with your company and returning to the previous service provider, I have had no issues with mosquitos and have been very pleased with their customer service.
Regards,
[redacted]