Summit Pest Control

We received your letter in regards to a customer complaint from [redacted] on May 10th.? Our company, Summit Pest Management, would like to respond to Mrs [redacted] at this time ? On April 20th of this year our company responded to a call from Mrs [redacted] regarding bird exclusion work that we performed on March 13th of 2015.? Our Service Specialist re-inspected the area of concern and found that part of the hardware cloth which was used to exclude the birds last year had been clearly damaged AFTER our initial installation giving birds access to the home againWe explained our findings to Mrs[redacted] and let her know that clearly our original installation had been tampered with and was damaged after the fact.? ? Our policy is that if our workmanship is EVER in question we gladly repair or replace exclusion work at no charge.? In this case, however it was quite clear that somehow the exclusion work we performed was cut away and damaged afterwardsPlease see the attached photo shows the two vents in questionThe vent on the left shows the proper installation of the hardware cloth to the access pointThe vent on the right shows where the hardware cloth we installed was cut and tampered with to open up the access point? ? ? Given these facts we let Mrs [redacted] know that unfortunately under the circumstances we would have to charge her to repair this damaged ventAs we explained these findings to her she became extremely upset, confrontational, and aggressive towards our Service SpecialistThe situation escalated to the point where Mrs [redacted] began to threaten our employee forcing him to leave the premises before the discussion got out of hand Thank you,--? Bill L [redacted] Owner summitpestmanagement.com

We received your letter in regards to a customer complaint from *** *** on May 10th. Our company, Summit Pest Management, would like to respond to Mrs*** at this time
On April 20th of this year our company responded to a call from Mrs*** regarding bird
exclusion work that we performed on March 13th of 2015. Our Service Specialist re-inspected the area of concern and found that part of the hardware cloth which was used to exclude the birds last year had been clearly damaged AFTER our initial installation giving birds access to the home againWe explained our findings to Mrs.*** and let her know that clearly our original installation had been tampered with and was damaged after the fact.
Our policy is that if our workmanship is EVER in question we gladly repair or replace exclusion work at no charge. In this case, however it was quite clear that somehow the exclusion work we performed was cut away and damaged afterwardsPlease see the attached photo shows the two vents in questionThe vent on the left shows the proper installation of the hardware cloth to the access pointThe vent on the right shows where the hardware cloth we installed was cut and tampered with to open up the access point
Given these facts we let Mrs*** know that unfortunately under the circumstances we would have to charge her to repair this damaged ventAs we explained these findings to her she became extremely upset, confrontational, and aggressive towards our Service SpecialistThe situation escalated to the point where Mrs*** began to threaten our employee forcing him to leave the premises before the discussion got out of hand
Thank you,--
Bill L***
Owner
summitpestmanagement.com

Complaint: ***I am rejecting this response because:
The business ridiculously stated obvious point that I agree with: "that part of the hardware cloth which was used to exclude the birds last year had been clearly damaged AFTER our initial installation giving birds access to the home again"They installed the vent, it was damaged After and Then I calledWhat was the point stating about When it happened? That is Why I called for the Warranty serviceTalking about stating obvious
I again agree with their second statement that "our original installation had been tampered with and was damaged afterthe fact" The Problem is where we disagree : Who tempered with it! I insist that it's birds and business insists that its mysterious someoneTherefore they think that they are not responsibleI , obviously did not do it, since I paid them in the first place to cover it
I disagree with their statement that "work we performed was cut away"I have not hired anybody else, and I have not allowed anybody else access to the vents in question but that business. I insist that it was damaged by the birds or it was bad workmanship
I am deeply disturbed by the fact that the business came to my property without my permission to take photos.(which I could not see)I will have to look into how legal
that was and follow up accordingly.
I have tried to stay away from personal remarks about the representative who showed up at my houseHowever given presentation of my character, I have no choice but to state MY side of the story on employees attitude I'm 5'tall women and the representative was way above feet tall, not exactly small men So, I find it difficult to believe that He felt threatenedHe was interrupting me and raising his voice at me, becoming very rudeSo, when I tried to reinstate my problem, he became aggressive and verbally abusive When a women stands up to a very aggressive and rude men, she is automatically called "aggressive and confrontationalThe business is calling me aggressive for DISAGREEING with their point of view.
The threat he talks about was me informing him that I will file complaint about his businessWhich I didThey certainly twisted the whole situation without addressing the problem: it was possible that it was damaged by the birdsEmployee himself said, that woodpecker would have been able to remove the ventShould I sent My photos of the woodpeckers damage on my house?
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
The business ridiculously stated obvious point that I agree with: "that part of the hardware cloth which was used to exclude the birds last year had been clearly damaged AFTER our initial installation giving birds access to the home again"They installed the vent, it was damaged After and Then I calledWhat was the point stating about When it happened? That is Why I called for the Warranty serviceTalking about stating obvious
I again agree with their second statement that "our original installation had been tampered with and was damaged afterthe fact" The Problem is where we disagree : Who tempered with it! I insist that it's birds and business insists that its mysterious someoneTherefore they think that they are not responsibleI , obviously did not do it, since I paid them in the first place to cover it
I disagree with their statement that "work we performed was cut away"I have not hired anybody else, and I have not allowed anybody else access to the vents in question but that business. I insist that it was damaged by the birds or it was bad workmanship
I am deeply disturbed by the fact that the business came to my property without my permission to take photos.(which I could not see)I will have to look into how legal
that was and follow up accordingly.
I have tried to stay away from personal remarks about the representative who showed up at my houseHowever given presentation of my character, I have no choice but to state MY side of the story on employees attitude I'm 5'tall women and the representative was way above feet tall, not exactly small men So, I find it difficult to believe that He felt threatenedHe was interrupting me and raising his voice at me, becoming very rudeSo, when I tried to reinstate my problem, he became aggressive and verbally abusive When a women stands up to a very aggressive and rude men, she is automatically called "aggressive and confrontationalThe business is calling me aggressive for DISAGREEING with their point of view.
The threat he talks about was me informing him that I will file complaint about his businessWhich I didThey certainly twisted the whole situation without addressing the problem: it was possible that it was damaged by the birdsEmployee himself said, that woodpecker would have been able to remove the ventShould I sent My photos of the woodpeckers damage on my house?
Sincerely,
*** ***

We received your letter in regards to a customer complaint from [redacted] on May 10th.  Our company, Summit Pest Management, would like to respond to Mrs. [redacted] at this time.
 
On April 20th of this year our company responded to a call from Mrs. [redacted] regarding bird...

exclusion work that we performed on March 13th of 2015.  Our Service Specialist re-inspected the area of concern and found that part of the hardware cloth which was used to exclude the birds last year had been clearly damaged AFTER our initial installation giving birds access to the home again. We explained our findings to Mrs.[redacted] and let her know that clearly our original installation had been tampered with and was damaged after the fact. 
 
Our policy is that if our workmanship is EVER in question we gladly repair or replace exclusion work at no charge. In this case, however it was quite clear that somehow the exclusion work we performed was cut away and damaged afterwards. Please see the attached photo shows the two vents in question. The vent on the left shows the proper installation of the hardware cloth to the access point. The vent on the right shows where the hardware cloth we installed was cut and tampered with to open up the access point.   
 
Given these facts we let Mrs. [redacted] know that unfortunately under the circumstances we would have to charge her to repair this damaged vent. As we explained these findings to her she became extremely upset, confrontational, and aggressive towards our Service Specialist. The situation escalated to the point where Mrs. [redacted] began to threaten our employee forcing him to leave the premises before the discussion got out of hand.
Thank you,-- 
Bill L[redacted]
Owner
503.639.2500
summitpestmanagement.com