Thank you for your letter of concern dated 3/16/16. Yes, we do see the Revdex.com as a positive contact. We have been in business here at the same location in Canton for over 30 years under the same Ownership and 13 years under the same Office Management, an occasional complaint by a person who does not...
understand or follow clear instruction likely cannot ever be avoided however that normally is resolved between myself ([redacted]) and the Customer here in our store or on the telephone after a discussion on the matter. In the end it is more common than not that the Customer understands that it is not the product or instruction, however it is something they missed or did not do as instructed. T & L Pest Control is VERY well known for quality product as well as our instruction. I get a much larger amount of praise and thanks then I do complaints. We and our product UFO were discussed on NPR talk radio in a very positive manner which we discovered by several people visiting our store after that discussion they heard. We are also called upon by many Agencies in and around Stark County for our free, on site seminars. I personally have spoken to groups regarding the Bed Bug, giving clear instruction on how to avoid spreading the Insect, how to avoid bringing a problem home from work or at play and the procedure to rid the problem from your home should it have already happened. I provided 3 sessions with the fine Men & Women of the [redacted]. I have provided two sessions at two different locations with the [redacted] program, ** and myself have done 3 sessions with the [redacted] and Staff a[redacted] and Recovery Units. ** just provided another session with [redacted], I could add more but I know time is valuable to us all. I would like to add that my Assistant of 2 years, [redacted] provides these discussions in store here 5 days a week at a rate of 8 to 20 a day. She is trained by myself and studies the Professional studies regularly as new information is always being learned. In regards to the complaint. The Bed Bug treatment procedure has to be done precisely as taught to every individual purchasing a Do it yourself package. The Bed Bug is the most intricate treatment in the Pest Control field. We NEVER sell a person product of any kind without full explanation as to the procedure to target the Insect involved, Preparation procedure when applicable and the safety measures needed. The Bed Bug preparation and procedure has to be exact and many find it burdensome therefor we spend 30 minutes to an hour with each Customer verbally explaining, in detail all that must be done before extermination can begin, during the 4 week process and after that time has passed. It is so involved we do not just spend that time at no charge, they leave here with a 5 page written packet (I have included) at no charge as well. The ONLY time a person does not receive this personal attention is when they reject it. I am not able to say if this individual received this or rejected it, as we do not take names from Do it Yourself Clients. We also have a large amount of Do it Yourself Landlords who rave about the product in question, UFO. Getting to this written Statement from the Customer in question, the very first statement is all I need to state she did not follow directions properly which she was told when I was out to lunch and my Assistant was talking with her. [redacted] explained that and stated it was posted in 2 places in our store that we do not provide refunds on chemicals which resulted in her yelling and swearing at her and that is when the complainant stated the [redacted]ormed her that UFO is an alcohol based product that does not work. This statement brings that claim into question as our product is strictly a water base product and based on a newer study done by the [redacted] — Riverside and published in the December 2015 issue of the highly respected magazine [redacted] discussing the life cycle, habits and mortality against chemicals stated this: "The Bed Bugs that had just taken a blood meal had delayed mortality to chlorefenapyr compared to the unfed bugs, but NOT to Deltamethrin or the combo. (Chlorefenapyr is the main ingredient in the brand name product, Phantom which our and many other Professional companies are using, Deltamethrin is the active chemical compound in our UFO) Due to the reaction from the Complainant and the fact that I was out to lunch the call was turned over to [redacted], the President and Chief [redacted] of T & L Pest Control. She started out argumentative with him when he questioned her on following the procedure. She then stated she called 3 different companies who told her our product does not work. (That statement is common, we hear it all the time from people who completely eradicated an infestation that the other companies said it would not work. Due to this issue at hand I just started a please sign here if UFO is working for you) after the complainant stated what she did which is also included in the written complaint, ** explained to her that she has not even used the product properly to give it a chance. The Complainant continued to be argumentative at which point ** told her he does not take product back ( This policy was implemented by myself when products were coming back tampered with.) ** did however offer her a store credit and advised she should give it a chance. This is when the Complainant threatened calling the Revdex.com and ** welcomed her to do so. The first line in the Complainants statement goes on to say they packed up the entire house and rented a storage unit. We, when asked about storage, recommend keeping all of their items packed in rubber made containers or quality, durable trash bags and leaving them in the structure several inches away from baseboard areas. We DO NOT, and highly advise NOT to utilize a storage unit as they are not sealed tightly from other units which may result in spreading Bed Bugs to an adjoining storage unit. The complaint continues "I used 1 gallon" and "After a week there are still bugs " She was sold and instructed to use 4 gallons for the First treatment which needed to be used within the same day on the entire structure and furnishings within. This is the normal amount of product recommendation per treatment for the average 2 to 3 bedroom home based on a series of questions asked about the home. The treatment needs to be reapplied again in the same manner exactly 2 weeks later with the same amount of spray. The complainant states "I then asked if I hired them to come out and exterminate would they use the same product?, his reply was no" When ** was asked why, he explained it is very expensive. I would like to add and would have if I were asked, that on some occasions the concentrate is not affordable for many people and our Exterminators would certainly utilize the UFO say in a case if we ran out of the concentrate. It is not practical for the Exterminators to lug around pre mixed gallon jugs of product we carry specifically for the convenience of our Do it yourself Customers. UFO has been bottled and labeled for T & L Pest Control for many years for the average home Owner. It is quality product at an affordable price and when used in conjunction with the proper instruction provided is highly successful. By law we are able to sell and do so upon request, some of the products we utilize as Professional Exterminators. WE do not recommend the most expensive products to the average Home Owner when UFO is here for that purpose and is sufficient.
Thank you for your letter of concern dated 3/16/16. Yes, we do see the Revdex.com as a positive contact. We have been in business here at the same location in Canton for over 30 years under the same Ownership and 13 years under the same Office Management, an occasional complaint by a person who does not...
understand or follow clear instruction likely cannot ever be avoided however that normally is resolved between myself ([redacted]) and the Customer here in our store or on the telephone after a discussion on the matter. In the end it is more common than not that the Customer understands that it is not the product or instruction, however it is something they missed or did not do as instructed. T & L Pest Control is VERY well known for quality product as well as our instruction. I get a much larger amount of praise and thanks then I do complaints. We and our product UFO were discussed on NPR talk radio in a very positive manner which we discovered by several people visiting our store after that discussion they heard. We are also called upon by many Agencies in and around Stark County for our free, on site seminars. I personally have spoken to groups regarding the Bed Bug, giving clear instruction on how to avoid spreading the Insect, how to avoid bringing a problem home from work or at play and the procedure to rid the problem from your home should it have already happened. I provided 3 sessions with the fine Men & Women of the [redacted]. I have provided two sessions at two different locations with the [redacted] program, ** and myself have done 3 sessions with the [redacted] and Staff a[redacted] and Recovery Units. ** just provided another session with [redacted], I could add more but I know time is valuable to us all. I would like to add that my Assistant of 2 years, [redacted] provides these discussions in store here 5 days a week at a rate of 8 to 20 a day. She is trained by myself and studies the Professional studies regularly as new information is always being learned. In regards to the complaint. The Bed Bug treatment procedure has to be done precisely as taught to every individual purchasing a Do it yourself package. The Bed Bug is the most intricate treatment in the Pest Control field. We NEVER sell a person product of any kind without full explanation as to the procedure to target the Insect involved, Preparation procedure when applicable and the safety measures needed. The Bed Bug preparation and procedure has to be exact and many find it burdensome therefor we spend 30 minutes to an hour with each Customer verbally explaining, in detail all that must be done before extermination can begin, during the 4 week process and after that time has passed. It is so involved we do not just spend that time at no charge, they leave here with a 5 page written packet (I have included) at no charge as well. The ONLY time a person does not receive this personal attention is when they reject it. I am not able to say if this individual received this or rejected it, as we do not take names from Do it Yourself Clients. We also have a large amount of Do it Yourself Landlords who rave about the product in question, UFO. Getting to this written Statement from the Customer in question, the very first statement is all I need to state she did not follow directions properly which she was told when I was out to lunch and my Assistant was talking with her. [redacted] explained that and stated it was posted in 2 places in our store that we do not provide refunds on chemicals which resulted in her yelling and swearing at her and that is when the complainant stated the [redacted]ormed her that UFO is an alcohol based product that does not work. This statement brings that claim into question as our product is strictly a water base product and based on a newer study done by the [redacted] — Riverside and published in the December 2015 issue of the highly respected magazine [redacted] discussing the life cycle, habits and mortality against chemicals stated this: "The Bed Bugs that had just taken a blood meal had delayed mortality to chlorefenapyr compared to the unfed bugs, but NOT to Deltamethrin or the combo. (Chlorefenapyr is the main ingredient in the brand name product, Phantom which our and many other Professional companies are using, Deltamethrin is the active chemical compound in our UFO) Due to the reaction from the Complainant and the fact that I was out to lunch the call was turned over to [redacted], the President and Chief [redacted] of T & L Pest Control. She started out argumentative with him when he questioned her on following the procedure. She then stated she called 3 different companies who told her our product does not work. (That statement is common, we hear it all the time from people who completely eradicated an infestation that the other companies said it would not work. Due to this issue at hand I just started a please sign here if UFO is working for you) after the complainant stated what she did which is also included in the written complaint, ** explained to her that she has not even used the product properly to give it a chance. The Complainant continued to be argumentative at which point ** told her he does not take product back ( This policy was implemented by myself when products were coming back tampered with.) ** did however offer her a store credit and advised she should give it a chance. This is when the Complainant threatened calling the Revdex.com and ** welcomed her to do so. The first line in the Complainants statement goes on to say they packed up the entire house and rented a storage unit. We, when asked about storage, recommend keeping all of their items packed in rubber made containers or quality, durable trash bags and leaving them in the structure several inches away from baseboard areas. We DO NOT, and highly advise NOT to utilize a storage unit as they are not sealed tightly from other units which may result in spreading Bed Bugs to an adjoining storage unit. The complaint continues "I used 1 gallon" and "After a week there are still bugs " She was sold and instructed to use 4 gallons for the First treatment which needed to be used within the same day on the entire structure and furnishings within. This is the normal amount of product recommendation per treatment for the average 2 to 3 bedroom home based on a series of questions asked about the home. The treatment needs to be reapplied again in the same manner exactly 2 weeks later with the same amount of spray. The complainant states "I then asked if I hired them to come out and exterminate would they use the same product?, his reply was no" When ** was asked why, he explained it is very expensive. I would like to add and would have if I were asked, that on some occasions the concentrate is not affordable for many people and our Exterminators would certainly utilize the UFO say in a case if we ran out of the concentrate. It is not practical for the Exterminators to lug around pre mixed gallon jugs of product we carry specifically for the convenience of our Do it yourself Customers. UFO has been bottled and labeled for T & L Pest Control for many years for the average home Owner. It is quality product at an affordable price and when used in conjunction with the proper instruction provided is highly successful. By law we are able to sell and do so upon request, some of the products we utilize as Professional Exterminators. WE do not recommend the most expensive products to the average Home Owner when UFO is here for that purpose and is sufficient.