Stolley Termite Control

Initial Business Response /* (1000, 10, 2016/06/01) */
Stolley's treated Mr. [redacted]'s property on May 29, 2002 and issued a warranty. That warranty clearly stated "Give additional treatment at any time during the _______ year(s) term if subterranean termite infestation is found; such treatment to...

be done without cost to owner. This does not cover any existing or future damage, nor any areas of structure not initially treated." Mr. [redacted] did renew the warranty each year through and including 2015. If any active termites were found, Stolley's would retreat at no charge as is stated in the warranty. The new company did not state there was any active termites found.
Also clearly stated in the warranty is that we do not cover any damage. Stolley's is a termite and pest control company. We are not contractors or structural engineers. We are not legally qualified to ascertain if damage exists in the subject structure and/or if said damage is structural. We do inspect all accessible areas to determine if there is a readily visible need to hire a qualified contracture or structural engineer to make those determinations.
However, in the case of Mr. [redacted]'s home, there are two mitigating issues. First, his crawl space is always damp to wet. Once again, our warranty clearly states "The Owner warrants full cooperation with the Stolley Termite Control during the life of the warranty and agrees to maintain the treated area from any factor, or condition, contributing to infestation by subterranean termites, such as but not limited to moisture, firewood, trash, lumber, or wood in direct contact with the ground." There have been years with standing water where Stolley's made additional trips to check the crawl space at no additional charge. As moisture causes damage in very short time spans, there is always the potential for the damage Mr. [redacted] is referring to to be caused from moisture.
The second major issue at Mr. [redacted]'s house is the south rooms. These rooms were built with a wood floor suspended over concrete. Our warranty also clearly states "Stolley Termite Control does not warranty areas with wood to ground contact, wood on concrete or siding below grade. It is homeowners' responsibility to correct these problems."
Mr. [redacted] did not contact Stolley's to discuss any of this prior to contacting the Revdex.com and filing a complaint. I would hope he would contact Stolley's to discuss these issues. We strive to provide the best customer experience we can for all of our clients. Mr. [redacted] has obviously been a long-time customer that we would hope to be able to maintain into the future. I would be more than happy to drive to Mr. [redacted]'s home and personally inspect the property and discuss these issues with him.
I have attached a copy of our warranty on Mr. [redacted]'s property to confirm the quotes in this document.
Stolley's, however, does not, nor have we ever, provided for any type of damage repairs on a property. We warrant the potential for re-infestation of termites and are more than glad to do any retreatment that is needed under his warranty at no charge to the client.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not contact Stolley's office regarding termites because my wife pointed out the area we saw termites and I pointed the same area out to the individual who was supposedly inspecting our residence. He informed both of us that we did not see termites. The area has termite damage and we hired Terminex to treat our house. They did not report finding termites but did locate termite tunnels on the inside of the crawl space foundation and viewed the damage under the window in the living room.