Superior Exterminating Company, Inc.

Review: Superior Exterminating Agency was hired originally to provide pest control (bugs, rodents, etc) and a contract was signed to be billed quarterly for services provided. The company did not come out for the first pest control session (we were still billed for this one), however they did come out for the second one. When speaking to the exterminator after the second installment that they showed up for, he stated that everything would be fine he would resolve the issue of them not showing up for the first session. The second session was paid for. We were then billed for the third session (no one came out for this one); however no one showed up once again without a phone call to schedule the appointment. I called the company and spoke to a lady in the billing department and she stated that regardless if the services were made or not we would still have to pay because of the contract. I then stated that I refused to pay for services that were not provided. Three months went by and we were still receiving bills for the two services that were not provided. Randomly an exterminator showed up at our doorstep one day and asked my wife what address this was and then he claimed that he was at the wrong house at the wrong address. I immediately after hearing this from my wife called and asked for a manager just thinking that maybe someone else on our street might have been receiving our services and that was the issue. When attempting to explain the situation the gentleman cut me off and stated that I had been calling several times the previous week to get services and he was very rude. Once I explained that I had not called or spoken to anyone over the course of three months he then cut me off again and attempted to try to make a side deal for saying that it would be resolved by paying only 33% of one session. I said that was fine; however I just wanted to get the services that we never received. The gentleman then said that he would check with his manager about the situation and when I asked if he was a manager he said no, although when I called I specifically asked for one. He was abrupt and hung up the phone. My intentions were not to get a discount; it was to get the services that we never received. I don’t have a problem with paying, but I do have a problem with paying for services that we never received. After that exchange I have called three times; each time asking for a manager to return my call and each time I have been told that he is out of the office and will return my call and never has. I’m on my last limb with this when all we would like are our services that we have never received which are our first, third and upcoming fourth exterminating sessions. I will be more than happy to pay for these once the services are provided.Desired Settlement: We would like for them to provide us with the two service calls that we have not received for 8/31/2012 and 1/7/2013. I would also like a phone call and letter from the manager with an apology for the headache as well statement that we will get our services. I would also like the opportunity to close our contract for any other services so that we can choose a trustworthy business for our exterminating needs.

Business

Response:

I am in receipt of your letter dated 7/12/2013 regarding complaint ID [redacted]. The consumer filing the complaint signed a one year pest management service agreement dated 4/26/2012 for pest control services to be billed quarterly. The first service visit was provided 5/4/2012 and paid for. The agreement provided that in the event that the customer discontinued service prior to the end of the agreement that said customer will pay 33% of the remaining balance of the agreement. The agreement also authorized Superior to make exterior applications to the home in the event no one was available to provide access for scheduled service. The consumers account was suspended for non- payment. Superior made no contact with the consumer except monthly billing. The consumer called for additional services and was notified the account had been suspended. To the best of my knowledge the consumer is mistaken in his recall of prior conversations. They were with me and I would never tell someone they needed a manager to resolve an issue. I tried to find a resolve to the issues and those efforts must not have been successful. I find it interesting that this consumer, according to their desired settlement, wants Superior to provide services to them and then find a trustworthy business for future services. I am willing to apologize publicly now for any unhappiness and concerns we may have caused this consumer and I am willing to call them as well. We at Superior always strive to provide professional services and to exceed our customer's expectations. I think the best settlement would be for Superior to forgive any dollars owed according to the agreement and the consumer hires another contractor. Sincerely, Jerry L McLawhorn, President Superior Exterminating Co., Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards,[redacted]