Spott Pest Prevention

Dear Andrea Archer:
I have attached *** ***’ Contract, Service Orders, Emails and Notes on his account
*** *** signed a contract with Spott Pest Prevention on 9-11-13. As you can see the termite monitoring was part of the contract and was not an extra charge. The
monitors have a small rectangle box on top of a wooden dowelThe box on top is to help us locate the dowels. We drive them in the ground to help us monitor for termites. There is no chemical or "attractant" of any kind on the monitors. We pull them up when we are out there to check to see if the wooden dowel have any signs of being chewed on by any wood destroying insects. Sometimes customers decide they don't want them in their yards so they take them up and never let us know. That is why we also monitor for termites or wood destroying insects by checking the wood areas around the home such as decks, fence lines, base boards, trees and bushes; we look for mud tubes, swarming termites, and we have a small tool that turns the soil to see if there are termites in the ground. Mr*** insist that he called this office to let us know that his lawn company mowed over them and broke them into pieces and then his dog chewing the plastic of the monitors. I have no record of this at all
As far as the pest prevention; his contract covered Scorpions, Ants, Earwigs, American Roaches, Spiders, and Silverfish. We did service him for this. If he was still seeing pests, he should have called us so we could come back out and retreat. There is no record of him letting us know there was a problem. I can assure you if he did, we would have setup a retreat. The retreat is at no extra charge to the customer. The reason for this is because we stand behind our services. We pride ourselves on customer service.
As you can see by the notes I have attached, Mr*** did not start calling until September 15, 2014. In the phone conversation we had, he kept telling me he was not going to pay. He said we had horrible service but would not let me do anything to fix the problem. I explained to him that if we do not know there is a problem, we cannot fix it. He then proceeded to tell me he did not sign a contract with us. I emailed him a copy of the contract while we were on the phone. That is when we found out we had the wrong email address. He tried to turn that around on us and I told him we put what was on the contract he signed. I corrected the email address in our system. Then he said that did not look like his signature. He then said that the sales person was very pretty and he had been drinking beer and she coerced him into signing the contract. I told him he signed the contract and he did get the services. I even emailed him a copy of the service orders that he should have had after we serviced him but since we did not have the correct email address, he did not get them
Mr*** also states that when he cancelled he was told a manager was supposed to call him. He said he wanted to talk to a manager. At first a manager was not in but during this very lengthy conversation, a manager showed up. When I transferred him, he hung up. I explained to my manager what was going on and he asked that I call Mr*** back and offer to take $off of the $which would leave him owing $and we would consider his account paid in full. I called back but it went to voice mail so I left a messageI never got a phone call back but I did get emails which I have attached. I did tell Mr*** in one of the emails that he needed to pay the $by 9-19-or I would turn it over to collections on 9-22-and the amount then would not include the $discount. It would go back to $plus the $cancellation fee of $which equals $311.30. In the contract that he signed it does state that if there is a cancellation before the contract is met, there will be a cancellation fee of $149.00. The definition of one year is consecutive paid months of pest control coverage. He has not met that.
Basically, we did not know there were any problems with this customer. As I stated above, we pride ourselves on customer service and standing behind our services. I did offer to send a technician out retreat, he turned it down and said he did not want the poison on his property. No matter what I offered he was not happy with it. Basically, he just wanted me to write off what he owes.
Respectfully,
*** ***

We have settled with MrBurns