Initial Business Response /* (1000, 10, 2015/10/26) */
Hi ***, this is Jack with American Animal Control, we spoke earlier today Here is a brief run down on this claim
In March I was hired to do a bat exclusion but had to remove squirrels from the structure first Once the squirrels were
removed I did the bat exclusion In June they started hearing noises again and I went back to address the issue and the noises stopped My last contact with the home owner was in June saying there were no noises Then on 10-we received a call that they had been hearing noises for some time On 10-I reset at a new entry that the squirrels had chewed into the roof Between 10-and 10-the trap was checked daily and several attempts were made to make contact with the homeowner I switched the style of trap I was using on 10-and on 10-when I checked we had caught a pine squirrel trying to enter the hole I spoke with the homeowner and stressed how important communication was in this process and reassured her that everything was under warranty and that I would continue to work under that warranty at no charge until this issue was taken care of From 10-to 10-there was no activity and communication with the home owner became regular On 10-I pulled the traps and closed the hole At that point I let them know again the importance of keeping me updated if they started hearing noises I believe this issue to be resolved
Thank you, Jack ***
American Animal Control
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2017/10/05) */
American Animal Control, LLC has been in business for many yearsWe service a average of customers each yearIt is very very rare for us to get a customer complaint, maybe 3-over yearsWith that said almost everyone of them are the
sameWhen a call comes in to our call center the same thing is told to every customerThe service call, inspection, and any return visits until the job is completed is a one time of $Yes everyone of them are told the same thingWe would not even go out to the customers home without the customer first agreeing to this chargeThis is the report from technician:Call comes in *** *** job
Full inspection of the house done to determine bat entry issue
Invoice written
Customer said she thought service fee included the exclusion which had never been the case
Customer argues fee but is told by tech and office that this fee is for the service call, full inspection, and would include any trips back to the property if she choose to have the work done
Customer opted to not have any work done to address the bat issue that she had called about
Months later a claim is filedWe believe it was strange that thjs happend in may any now the customer is filing a complaintIf the customer did not agree with our inspection fees she should have not hire us to come out on the intial call she madeAmerican Animal Control,LLC
Initial Consumer Rebuttal /* (3000, 8, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The way it was explained that it includes any return visits is misleading as it leads one to believe it includes all servicesI used same company once before for bird removal and it easwas this initial fee which DID include entire process of removalAnd why upon initial visit would I not be informed of nest clearly present in dryer vent which left me in a dangerous situation
Final Business Response /* (4000, 10, 2017/10/11) */
Sorry for your misunderstanding of our services.As each home is different with size,age, condition, and work that needs performed, it is very obvious to most (aprox per year) of our customers that there is no way we can include exclusion services in our intial inspections.With some homes requiring thousands in repairs to keep animals/pests out it would be detrimental to the life of the companyWe DO include all return visits back and forth to the property until the job is complete, as stated up frontAmerican Animal Control, LLC
Initial Business Response /* (1000, 5, 2017/12/10) */
The original date of service was 7-24-
The charge of $was for the initial service call, inspection and set upAnimal caught would have been billed at $eachThe customer was made aware of these charges on the initial phone call
when he requested servicesThe customer thought he had a raccoon in the attic but he was mistakenThere was a trap set but no raccoon was ever captured because there was not one present at the time
Report from the service technician that was on the job:
Upon the initial visit to the property there was a spot in the roof that the customer had repairedHe told me at first he had plastic on itWhen I returned the next day there was a tear in the plastic where something had clawed its way outHe told me he sealed up and covered the home with a temp patch with some random boards he had and roofing tarSo after setting the trap I came to the conclusion that he had closed the animal out before I arrived to the propertyWe left trap in attic to be sure the raccoon was out and none of the bait was touched or did the customer say they were hearing anymore noisesWe do aproxjobs per year and have very few complaintsEvery job is sold the same wayService call, inspection, setup and all return visits included is $Each animal trapped is $per animalWe do it this way because we can't guarantee that when a customer call the animal is still going to be there when we arrive and perform the inspectionAs with other we believe he was just trying to no pay his bill, the Service call, inspection and setup was done just like we/he agreed to
Initial Consumer Rebuttal /* (3000, 7, 2017/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not in the habit of filing complaintsIn face, I have never before filed a Revdex.com complaint The vast majority of merchants are experienced in their profession and make good efforts to do what they promiseHowever, in this case, a central part of the agreement was a search for how the animal was getting into our atticIs was firmly promised that an associate would be called to do thisBut nothing like that was doneThere were other things promised but not attempted as mentioned in my original complaintThe superficial walk around was worthless
Initial Business Response /* (1000, 6, 2017/10/05) */
American Animal Control, LLC has been in business for many yearsWe service a average of customers each yearIt is very very rare for us to get a customer complaint, maybe 3-over yearsWith that said almost everyone of them are the
sameWhen a call comes in to our call center the same thing is told to every customerThe service call, inspection, and any return visits until the job is completed is a one time of $Yes everyone of them are told the same thingWe would not even go out to the customers home without the customer first agreeing to this chargeThis is the report from technician:Call comes in *** *** job
Full inspection of the house done to determine bat entry issue
Invoice written
Customer said she thought service fee included the exclusion which had never been the case
Customer argues fee but is told by tech and office that this fee is for the service call, full inspection, and would include any trips back to the property if she choose to have the work done
Customer opted to not have any work done to address the bat issue that she had called about
Months later a claim is filedWe believe it was strange that thjs happend in may any now the customer is filing a complaintIf the customer did not agree with our inspection fees she should have not hire us to come out on the intial call she made American Animal Control,LLC
Initial Consumer Rebuttal /* (3000, 8, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The way it was explained that it includes any return visits is misleading as it leads one to believe it includes all services I used same company once before for bird removal and it easwas this initial fee which DID include entire process of removalAnd why upon initial visit would I not be informed of nest clearly present in dryer vent which left me in a dangerous situation
Final Business Response /* (4000, 10, 2017/10/11) */
Sorry for your misunderstanding of our services.As each home is different with size,age, condition, and work that needs performed, it is very obvious to most (aprox per year) of our customers that there is no way we can include exclusion services in our intial inspections.With some homes requiring thousands in repairs to keep animals/pests out it would be detrimental to the life of the companyWe DO include all return visits back and forth to the property until the job is complete, as stated up frontAmerican Animal Control, LLC
Initial Business Response /* (1000, 5, 2017/12/10) */
The original date of service was 7-24-
The charge of $was for the initial service call, inspection and set up Animal caught would have been billed at $each The customer was made aware of these charges on the initial phone call
when he requested servicesThe customer thought he had a raccoon in the attic but he was mistaken There was a trap set but no raccoon was ever captured because there was not one present at the time
Report from the service technician that was on the job:
Upon the initial visit to the property there was a spot in the roof that the customer had repaired He told me at first he had plastic on it When I returned the next day there was a tear in the plastic where something had clawed its way out He told me he sealed up and covered the home with a temp patch with some random boards he had and roofing tar So after setting the trap I came to the conclusion that he had closed the animal out before I arrived to the property We left trap in attic to be sure the raccoon was out and none of the bait was touched or did the customer say they were hearing anymore noises We do aproxjobs per year and have very few complaints Every job is sold the same way Service call, inspection, setup and all return visits included is $ Each animal trapped is $per animal We do it this way because we can't guarantee that when a customer call the animal is still going to be there when we arrive and perform the inspection As with other we believe he was just trying to no pay his bill, the Service call, inspection and setup was done just like we/he agreed to
Initial Consumer Rebuttal /* (3000, 7, 2017/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not in the habit of filing complaints In face, I have never before filed a Revdex.com complaint The vast majority of merchants are experienced in their profession and make good efforts to do what they promise However, in this case, a central part of the agreement was a search for how the animal was getting into our attic Is was firmly promised that an associate would be called to do this But nothing like that was done There were other things promised but not attempted as mentioned in my original complaint The superficial walk around was worthless
Initial Business Response /* (1000, 5, 2015/07/20) */
In response to the recent complaint: American Animal Control, LLC has been in business since 02-01-2005. We are one of the most highly recommended wildlife removal companies. Tony is the only one who answers his phone and quotes prices to our...
customers. He has been doing this for more than 10 years. I can
assure you that all calls are handled professionally and in the same manner. Our seasonal service for mole removal is a one time fee of $239 for the service call, inspection and set up and then it is $45 per animal. The service runs all the way until freeze up and as they may have future moles there is no more charge for us to come back out and set back up, it is only $45 per animal that is caught and removed. I am sorry if this customer misunderstood, but I can assure you that we would never mislead a person. If that was our way of doing business I'm sure that there would be a constant flow of complaints, and that is not the case.
I have included copies of the two invoices that this customer has paid. The
original service call invoice is dated 03-17-15 and the invoice for the one mole is dated 03-27-15.
Thank You.
Randi [redacted] (American Animal Control, LLC)
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A clear selling statement to the customer is "the first critter that we catch will cost you an 'additional' $45 on top of the set up fee" so the customer understands that if there is one mole caught, it will cost them a grand total of $284.00. They claimed that they caught the mole, but never showed it to me or asked if I wanted to see that the pest had indeed been caught. American Animal Control did not make an attempt to contact me to clarify or work this out even though I put my complaint in writing on their invoice AND paid the bill. So how would I tell the Revdex.com that I accept their response to my complaint. They have made no attempt with me to resolve this. Customer satisfaction is clearly not their company policy.
Final Business Response /* (4000, 9, 2015/08/03) */
In response to the Consumer's Desired Resolution: As I indicated on my previous response, it is always made clear to the customer on the original phone call that the price for the seasonal mole service is $239 and each animal removed is $45. I can assure you that this customer was never informed that any initial critters were included in the service fee of $239. It is not always feasible for our technicians to "show" the customer the animals that are caught because the customers are most generally not home during the daytime working hours.
I do not feel that we need to change our sales approach as this is the only complaint to this effect. If it was our normal practice to mislead people on the phone with the initial call I'm sure that everybody would be complaining and not wanting to pay for the services that we provide.
I spoke with [redacted] assistant [redacted] on Saturday 08-01-15. It seems that [redacted] has never spoken with Tony, it was the assistant [redacted]that had the phone conversation with Tony. I have included a copy of the check for the refund of $45 and also a copy of the letter I sent to [redacted]. The assistant "[redacted]" agreed that it must have been a misunderstanding on her part.
Thank You.
Randi [redacted](American Animal Control, LLC)
Final Consumer Response /* (2000, 11, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If it were clear in my original conversation that to catch one critter would cost $284, I would not have hired the service. This company owns no part of that and did not respond to my complaint in the first place, or I would not have come to the Revdex.com. That said, consider it resolved.
Initial Business Response /* (1000, 10, 2015/10/26) */
Hi [redacted], this is Jack with American Animal Control, we spoke earlier today. Here is a brief run down on this claim.
In March I was hired to do a bat exclusion but had to remove squirrels from the structure first. Once the squirrels were...
removed I did the bat exclusion. In June they started hearing noises again and I went back to address the issue and the noises stopped. My last contact with the home owner was in June saying there were no noises. Then on 10-8 we received a call that they had been hearing noises for some time. On 10-12 I reset at a new entry that the squirrels had chewed into the roof. Between 10-12 and 10-17 the trap was checked daily and several attempts were made to make contact with the homeowner. I switched the style of trap I was using on 10-16 and on 10-18 when I checked we had caught a pine squirrel trying to enter the hole. I spoke with the homeowner and stressed how important communication was in this process and reassured her that everything was under warranty and that I would continue to work under that warranty at no charge until this issue was taken care of. From 10-18 to 10-22 there was no activity and communication with the home owner became regular. On 10-23 I pulled the traps and closed the hole. At that point I let them know again the importance of keeping me updated if they started hearing noises. I believe this issue to be resolved.
Thank you, Jack [redacted]
American Animal Control
XXX-XXX-XXXX
Initial Business Response /* (1000, 10, 2015/10/26) */
Hi ***, this is Jack with American Animal Control, we spoke earlier today Here is a brief run down on this claim
In March I was hired to do a bat exclusion but had to remove squirrels from the structure first Once the squirrels were
removed I did the bat exclusion In June they started hearing noises again and I went back to address the issue and the noises stopped My last contact with the home owner was in June saying there were no noises Then on 10-we received a call that they had been hearing noises for some time On 10-I reset at a new entry that the squirrels had chewed into the roof Between 10-and 10-the trap was checked daily and several attempts were made to make contact with the homeowner I switched the style of trap I was using on 10-and on 10-when I checked we had caught a pine squirrel trying to enter the hole I spoke with the homeowner and stressed how important communication was in this process and reassured her that everything was under warranty and that I would continue to work under that warranty at no charge until this issue was taken care of From 10-to 10-there was no activity and communication with the home owner became regular On 10-I pulled the traps and closed the hole At that point I let them know again the importance of keeping me updated if they started hearing noises I believe this issue to be resolved
Thank you, Jack ***
American Animal Control
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2017/10/05) */
American Animal Control, LLC has been in business for many yearsWe service a average of customers each yearIt is very very rare for us to get a customer complaint, maybe 3-over yearsWith that said almost everyone of them are the
sameWhen a call comes in to our call center the same thing is told to every customerThe service call, inspection, and any return visits until the job is completed is a one time of $Yes everyone of them are told the same thingWe would not even go out to the customers home without the customer first agreeing to this chargeThis is the report from technician:Call comes in *** *** job
Full inspection of the house done to determine bat entry issue
Invoice written
Customer said she thought service fee included the exclusion which had never been the case
Customer argues fee but is told by tech and office that this fee is for the service call, full inspection, and would include any trips back to the property if she choose to have the work done
Customer opted to not have any work done to address the bat issue that she had called about
Months later a claim is filedWe believe it was strange that thjs happend in may any now the customer is filing a complaintIf the customer did not agree with our inspection fees she should have not hire us to come out on the intial call she madeAmerican Animal Control,LLC
Initial Consumer Rebuttal /* (3000, 8, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The way it was explained that it includes any return visits is misleading as it leads one to believe it includes all servicesI used same company once before for bird removal and it easwas this initial fee which DID include entire process of removalAnd why upon initial visit would I not be informed of nest clearly present in dryer vent which left me in a dangerous situation
Final Business Response /* (4000, 10, 2017/10/11) */
Sorry for your misunderstanding of our services.As each home is different with size,age, condition, and work that needs performed, it is very obvious to most (aprox per year) of our customers that there is no way we can include exclusion services in our intial inspections.With some homes requiring thousands in repairs to keep animals/pests out it would be detrimental to the life of the companyWe DO include all return visits back and forth to the property until the job is complete, as stated up frontAmerican Animal Control, LLC
Initial Business Response /* (1000, 5, 2017/12/10) */
The original date of service was 7-24-
The charge of $was for the initial service call, inspection and set upAnimal caught would have been billed at $eachThe customer was made aware of these charges on the initial phone call
when he requested servicesThe customer thought he had a raccoon in the attic but he was mistakenThere was a trap set but no raccoon was ever captured because there was not one present at the time
Report from the service technician that was on the job:
Upon the initial visit to the property there was a spot in the roof that the customer had repairedHe told me at first he had plastic on itWhen I returned the next day there was a tear in the plastic where something had clawed its way outHe told me he sealed up and covered the home with a temp patch with some random boards he had and roofing tarSo after setting the trap I came to the conclusion that he had closed the animal out before I arrived to the propertyWe left trap in attic to be sure the raccoon was out and none of the bait was touched or did the customer say they were hearing anymore noisesWe do aproxjobs per year and have very few complaintsEvery job is sold the same wayService call, inspection, setup and all return visits included is $Each animal trapped is $per animalWe do it this way because we can't guarantee that when a customer call the animal is still going to be there when we arrive and perform the inspectionAs with other we believe he was just trying to no pay his bill, the Service call, inspection and setup was done just like we/he agreed to
Initial Consumer Rebuttal /* (3000, 7, 2017/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not in the habit of filing complaintsIn face, I have never before filed a Revdex.com complaint The vast majority of merchants are experienced in their profession and make good efforts to do what they promiseHowever, in this case, a central part of the agreement was a search for how the animal was getting into our atticIs was firmly promised that an associate would be called to do thisBut nothing like that was doneThere were other things promised but not attempted as mentioned in my original complaintThe superficial walk around was worthless
Initial Business Response /* (1000, 6, 2017/10/05) */
American Animal Control, LLC has been in business for many yearsWe service a average of customers each yearIt is very very rare for us to get a customer complaint, maybe 3-over yearsWith that said almost everyone of them are the
sameWhen a call comes in to our call center the same thing is told to every customerThe service call, inspection, and any return visits until the job is completed is a one time of $Yes everyone of them are told the same thingWe would not even go out to the customers home without the customer first agreeing to this chargeThis is the report from technician:Call comes in *** *** job
Full inspection of the house done to determine bat entry issue
Invoice written
Customer said she thought service fee included the exclusion which had never been the case
Customer argues fee but is told by tech and office that this fee is for the service call, full inspection, and would include any trips back to the property if she choose to have the work done
Customer opted to not have any work done to address the bat issue that she had called about
Months later a claim is filedWe believe it was strange that thjs happend in may any now the customer is filing a complaintIf the customer did not agree with our inspection fees she should have not hire us to come out on the intial call she made American Animal Control,LLC
Initial Consumer Rebuttal /* (3000, 8, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The way it was explained that it includes any return visits is misleading as it leads one to believe it includes all services I used same company once before for bird removal and it easwas this initial fee which DID include entire process of removalAnd why upon initial visit would I not be informed of nest clearly present in dryer vent which left me in a dangerous situation
Final Business Response /* (4000, 10, 2017/10/11) */
Sorry for your misunderstanding of our services.As each home is different with size,age, condition, and work that needs performed, it is very obvious to most (aprox per year) of our customers that there is no way we can include exclusion services in our intial inspections.With some homes requiring thousands in repairs to keep animals/pests out it would be detrimental to the life of the companyWe DO include all return visits back and forth to the property until the job is complete, as stated up frontAmerican Animal Control, LLC
Initial Business Response /* (1000, 5, 2017/12/10) */
The original date of service was 7-24-
The charge of $was for the initial service call, inspection and set up Animal caught would have been billed at $each The customer was made aware of these charges on the initial phone call
when he requested servicesThe customer thought he had a raccoon in the attic but he was mistaken There was a trap set but no raccoon was ever captured because there was not one present at the time
Report from the service technician that was on the job:
Upon the initial visit to the property there was a spot in the roof that the customer had repaired He told me at first he had plastic on it When I returned the next day there was a tear in the plastic where something had clawed its way out He told me he sealed up and covered the home with a temp patch with some random boards he had and roofing tar So after setting the trap I came to the conclusion that he had closed the animal out before I arrived to the property We left trap in attic to be sure the raccoon was out and none of the bait was touched or did the customer say they were hearing anymore noises We do aproxjobs per year and have very few complaints Every job is sold the same way Service call, inspection, setup and all return visits included is $ Each animal trapped is $per animal We do it this way because we can't guarantee that when a customer call the animal is still going to be there when we arrive and perform the inspection As with other we believe he was just trying to no pay his bill, the Service call, inspection and setup was done just like we/he agreed to
Initial Consumer Rebuttal /* (3000, 7, 2017/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not in the habit of filing complaints In face, I have never before filed a Revdex.com complaint The vast majority of merchants are experienced in their profession and make good efforts to do what they promise However, in this case, a central part of the agreement was a search for how the animal was getting into our attic Is was firmly promised that an associate would be called to do this But nothing like that was done There were other things promised but not attempted as mentioned in my original complaint The superficial walk around was worthless
Initial Business Response /* (1000, 5, 2015/07/20) */
In response to the recent complaint: American Animal Control, LLC has been in business since 02-01-2005. We are one of the most highly recommended wildlife removal companies. Tony is the only one who answers his phone and quotes prices to our...
customers. He has been doing this for more than 10 years. I can
assure you that all calls are handled professionally and in the same manner. Our seasonal service for mole removal is a one time fee of $239 for the service call, inspection and set up and then it is $45 per animal. The service runs all the way until freeze up and as they may have future moles there is no more charge for us to come back out and set back up, it is only $45 per animal that is caught and removed. I am sorry if this customer misunderstood, but I can assure you that we would never mislead a person. If that was our way of doing business I'm sure that there would be a constant flow of complaints, and that is not the case.
I have included copies of the two invoices that this customer has paid. The
original service call invoice is dated 03-17-15 and the invoice for the one mole is dated 03-27-15.
Thank You.
Randi [redacted] (American Animal Control, LLC)
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A clear selling statement to the customer is "the first critter that we catch will cost you an 'additional' $45 on top of the set up fee" so the customer understands that if there is one mole caught, it will cost them a grand total of $284.00. They claimed that they caught the mole, but never showed it to me or asked if I wanted to see that the pest had indeed been caught. American Animal Control did not make an attempt to contact me to clarify or work this out even though I put my complaint in writing on their invoice AND paid the bill. So how would I tell the Revdex.com that I accept their response to my complaint. They have made no attempt with me to resolve this. Customer satisfaction is clearly not their company policy.
Final Business Response /* (4000, 9, 2015/08/03) */
In response to the Consumer's Desired Resolution: As I indicated on my previous response, it is always made clear to the customer on the original phone call that the price for the seasonal mole service is $239 and each animal removed is $45. I can assure you that this customer was never informed that any initial critters were included in the service fee of $239. It is not always feasible for our technicians to "show" the customer the animals that are caught because the customers are most generally not home during the daytime working hours.
I do not feel that we need to change our sales approach as this is the only complaint to this effect. If it was our normal practice to mislead people on the phone with the initial call I'm sure that everybody would be complaining and not wanting to pay for the services that we provide.
I spoke with [redacted] assistant [redacted] on Saturday 08-01-15. It seems that [redacted] has never spoken with Tony, it was the assistant [redacted]that had the phone conversation with Tony. I have included a copy of the check for the refund of $45 and also a copy of the letter I sent to [redacted]. The assistant "[redacted]" agreed that it must have been a misunderstanding on her part.
Thank You.
Randi [redacted](American Animal Control, LLC)
Final Consumer Response /* (2000, 11, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If it were clear in my original conversation that to catch one critter would cost $284, I would not have hired the service. This company owns no part of that and did not respond to my complaint in the first place, or I would not have come to the Revdex.com. That said, consider it resolved.
Initial Business Response /* (1000, 10, 2015/10/26) */
Hi [redacted], this is Jack with American Animal Control, we spoke earlier today. Here is a brief run down on this claim.
In March I was hired to do a bat exclusion but had to remove squirrels from the structure first. Once the squirrels were...
removed I did the bat exclusion. In June they started hearing noises again and I went back to address the issue and the noises stopped. My last contact with the home owner was in June saying there were no noises. Then on 10-8 we received a call that they had been hearing noises for some time. On 10-12 I reset at a new entry that the squirrels had chewed into the roof. Between 10-12 and 10-17 the trap was checked daily and several attempts were made to make contact with the homeowner. I switched the style of trap I was using on 10-16 and on 10-18 when I checked we had caught a pine squirrel trying to enter the hole. I spoke with the homeowner and stressed how important communication was in this process and reassured her that everything was under warranty and that I would continue to work under that warranty at no charge until this issue was taken care of. From 10-18 to 10-22 there was no activity and communication with the home owner became regular. On 10-23 I pulled the traps and closed the hole. At that point I let them know again the importance of keeping me updated if they started hearing noises. I believe this issue to be resolved.
Thank you, Jack [redacted]
American Animal Control
XXX-XXX-XXXX