The Heritage Company

[redacted] was a Bulwark customer from July until his request to discontinue services on December 17, During his time as a customer, Bulwark would contact him as a courtesy at least one day before services were to be performed and he would be informed of the three-hour window of time that a technician would arrive to perform pest control treatments [redacted] had set his account up on an automatic payment from a credit card and the charges would be placed on the account the day after services were performed [redacted] made Bulwark aware that he no longer lived at the residence on December 17, and no services or charges from Bulwark have been added to the account since that date Bulwark has been in touch with the credit card processing center and we have been informed that charges sent to them by Bulwark were listed as "pending" from customer credit cards even though Bulwark showed the customer had paid These "pending" credit card payments all went through the processing center on January 25, I will, in good faith, request that the amount of $be sent to [redacted] ***, if he will contact Bulwark and give us his address in Oklahoma

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Just want to make the Revdex.com aware of where this stands I have left messages for Ms [redacted] on 7/7, 7/and 7/ I sent her a message via e-mail on 7/since I hadn't been able to speak with her I offered free return visit, which is what we offer all of our customers I also offered her 1/off of her next two visits to equal her request for refund as 1/off of two visits would equal the whole of one treatment We are trying to speak with her, but so far haven't heard anything back.?

I've brought my car there in the past, was satisfied with their serviceThe third time not so much They polished the exterior of my car, looked great until I washed it...buffer trails everywhereI brought it back to get it fixed weeks later, they covered it up the best they could but it was still visible They would not give me my money back, I would have been satisfied with that...to repair it will cost [redacted] After countless emails back and forth with corporate, they thought that a resolution of them attempting to fix it a third time was more than fairNever will Ziebart touch anything of mine againA [redacted] exterior polish turned into a ruined carDon't go, awful

We have processed a refund of $for you today according to our money back guarantee It is very rare for any pest control company to gain control of "German Cockroaches" in months time frame and this is why all honest reputable companies require a year to start out For every roach you see in the home there could be to in your walls Some infestations can take to years to combat especially if dry-wall is not removed Our company does offer cabinet treatments and should have been done on your house We apologize if this was not performed and we will do it for free with a day guarantee to come out as often as needed We are always using the best products on the market, but this insect does take extra time and care due to how often they reproduce It is common for most infestations to seem worse prior to getting better across the entire industry Pest control is not magic and is a process We are more than happy to take you back even if it means our company will lose $-$on your property over the next year

I have read the complaint from Mr [redacted] and understand his frustration Bulwark opened two accounts for Mr [redacted] on January 12, One account for his general pest control on a quarterly basis and another account for termite prevention for the residence The pest control account was charged on the first visit, 1/12/16, and next on 4/6/16, and finally on 7/20/ The final service from 7/20/was credited back to Mr [redacted] because he repeatedly said that he cancelled on June 20, We keep very clear recordings and accurate records of all communication with our customersWe have not been able to find or identify any call from Mr [redacted] around that date, we did find a message we left for him on June 13, 2016, but did not get the chance to speak with him until his conversation with us on 8/13/requesting a cancellation of service The phone number that Mr [redacted] listed of [redacted] is [redacted] s personal cell phone and would only be answered by [redacted] and not some other person in the Bulwark office If that is the phone call that Mr [redacted] is referring to, we would not have any record of it and no recording I can see that the customer requested a service inside of his home on 3/17/and we sent [redacted] out the same day to take care of his request The pest control account was terminated on 9/6/and a credit was given to Mr [redacted] for service that was performed after his claimed cancellation request date of June Our pest control practices do not require that inside services are performed after the first treatment in order to be effective The most important aspect of what we do is a power spray service around the outside of the home that should be able to keep bugs out If anything does get through what we've done, we will happily return to the home, free of charge, to address the problem The second account that Bulwark opened for Mr [redacted] was for termite prevention and includes the installation of termite bait stations around the perimeter of the home with monitoring done on a four month cycle The monthly charges for termite prevention are automatic and do not require a monitoring service to have been performed in order for the charge to accrue Bulwark installed these stations on 1/12/and performed the first check of these stations on 5/6/ The monthly amount of $plus tax for termite monitoring and control was added to the account on 1/14/16, 2/10/16, 3/11/16, 4/07/16, 5/9/16, 6/2/16, 7/6/16, 8/3/16, and 9/5/ The final charge on 9/5/was credited back to Mr [redacted] when the accounts were both cancelled on 9/6/

San Antonio Bulwark Exterminating terminated Mr [redacted] pest control account on 9/28/ San Antonio shows that [redacted] signed and initialed a year service agreementBulwark Corporate office is looking into what [redacted] said to Mr [redacted] We at Bulwark do not want to force anyone to stay with our pest control services against their will even if they legally committed The San Antonio Bulwark office will no longer contact Mr [redacted] , however, our corporate office may attempt contact to bring peace and look into the situation

Complaint: ***
I am rejecting this response because: again, I no longer wish to do business with BulwarkAgain, I shouldn't have to open a complaint to get a response from any companyI have reached out and tried to get a response but didn't get one until I submitted a complaint hereAgain, this is not the first time I have had issues with Bulwark and have communicated with themMore specifically, I have already worked with supervisor Mr*** and he said the same thing, that they would come back out for additional treatmentsBut it's not the re treatments, it's the unfinished job of not supplying a full service as they should in the first placeAgain, this is not the first time that a half assed job has been done but now I am fed upBulwark should have responded when I reached out weeks agoToo late, refund my money!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, potential customers should know that, although what I asked for was resolved, your response is inaccuratePeople should know that while you are claiming that you keep accurate records of calls customers make the truth is obviously the oppositeNo customer should have to call so many times to cancel unsatisfactory serviceAlso, if Mr*** reported he showed up for his appointment he liedHe never once showed up when scheduled, and the last time we attempted to have him show up he didn't show either, which is when we called to cancel service by calling the office number I provided in my formal complaint, not his personal cell phone number as you suggest in your reply to my complaintBasically, you view your customers as dishonest and do not believe a word they tell youYour records are lacking and that leaves customers vulnerable to the very frustrations I went throughFor any potential customers reading this I would recommend that any communication with Bulwark Exterminating be in writing to avoid this frustrationFor Bulwark Exterminating, I also suggest following up on every phone call with an email confirming what is discussedLastly, there was no final charge to be credited to my accountNobody ever showed for the service that was being chargedNobody should have showed in the first place because we attempted to cancel since June (although Bulwark Exterminating failed to find any record of the phone call, which is unacceptable coming from a company that claims to keep accurate records of phone calls)That charge you claim to have credited back to me was a charge that should never have been invoiced in the first placeThere is rampant dishonesty and disorganization going all the way through the ranks of your companyThe only reason I was finally able to resolve this was because I filed a complain through the Revdex.com.
Regards,
*** ***

*** *** was a Bulwark customer from July until his request to discontinue services on December 17, 2015. During his time as a customer, Bulwark would contact him as a courtesy at least one day before services were to be performed and he would be informed of the three-hour
window of time that a technician would arrive to perform pest control treatments. *** *** had set his account up on an automatic payment from a credit card and the charges would be placed on the account the day after services were performed. *** *** made Bulwark aware that he no longer lived at the residence on December 17, and no services or charges from Bulwark have been added to the account since that date. Bulwark has been in touch with the credit card processing center and we have been informed that charges sent to them by Bulwark were listed as "pending" from customer credit cards even though Bulwark showed the customer had paid. These "pending" credit card payments all went through the processing center on January 25, 2016. I will, in good faith, request that the amount of $be sent to *** ***, if he will contact Bulwark and give us his address in Oklahoma

Complaint:
I am rejecting this response because: Luckily, I found the contract and have attached it to this messageNo where does it show I signed up for a one year agreement A one year agreement was never discussed or agreed to The way the service was presented to me was that there was an initial charge and for every service after that would be at regular price Then they recommended the months that would be good to exterminate I knew I would be getting calls regarding more services but I felt I was in control of when those services would take place It was my intention to use yalls service again at the end of October But with the aggressive emails, and calls saying yall were on the way to my house with out me knowing of an appointment, late night calls, and then my conversation with *** I felt yall were a forceful company that I did not want to associate with This is my first house and first exterminating experience and I will be more cautious in the future I think yalls sales tactics are tricky, misleading, forceful, and is not representative of a respectable business While I appreciate you canceling my service the process has left me weary and I am not interested in any more phone calls or emails However, I will give yall the opportunity to call me one time to discuss this situation and to help yalls service moving forward and tell you exactly my side of the story After that as stated before I would like no further contact
Regards,
*** ***

Mrs***, I sincerely apologize for the frustration this has causedThis is not the professional manner that we here at Bulwark Exterminating hold our employees toI have rushed your information over to my team to get to the bottom of this right away and see that it is resolved for youWe
will be in contact ASAP to resolve this very concerning mannerThank you for taking the time to reach out to us and allow us to resolve this for you

Complaint: ***
I am rejecting this response because:
I no longer want to do business with BulwarkI shouldn't have to submit a complaint to get a response from any businessFor documentation purposes, I will not be answering any phone calls from BulwarkI maintain that I am requesting a refund of the last month's service charge, although I have experienced unsatisfactory service for several months and gave multiple chances for the service to improveI was told by the service technicians that it takes time for the chemical to be effectiveI have not seen the results of any treatments and found the service provided to be lazy and incomplete every time
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thanks and regards,
*** ***

I do understand the frustration exhibited by Ms*** concerning insect and pest issues in and around her home. Bulwark provides pest control to thousands of Austin area homes in which power spraying pesticide around the perimeter of the home is sufficient to control most pest populations. It is our policy to return for FREE to any customer that is not satisfied with our perimeter treatments and requires additional work inside or outside of the home. It is also our policy to refund the last regular treatment charge, if the customer has allowed us to attempt to resolve any concerns and they are still not satisfied. It is not our policy to close accounts and refund a customer without having the ability to remedy a situation or perceived problem. The vast majority of Bulwark's pest control customers are not home during our regular visits and do not have to be home for the treatment because outside perimeter spraying is usually sufficient. If Ms*** would like interior service at her home, we are willing to provide interior treatment(s) for free until she is satisfied with our work. Ms*** should be aware that Bulwark is more than willing to work with her to solve ALL of her pest control concerns, but without communication, there is very little that can be resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Just want to make the Revdex.com aware of where this stands.  I have left messages for Ms. [redacted] on 7/7, 7/8 and 7/10.  I sent her a message via e-mail on 7/10 since I hadn't been able to speak with her.  I offered free return visit, which is what we offer all of our customers.  I...

also offered her 1/2 off of her next two visits to equal her request for refund as 1/2 off of two visits would equal the whole of one treatment.  We are trying to speak with her, but so far haven't heard anything back.?

I have read the complaint from Mr. [redacted] and understand his frustration.  Bulwark opened two accounts for Mr. [redacted] on January 12, 2016.  One account for his general pest control on a quarterly basis and another account for termite prevention for the residence.  The pest control...

account was charged on the first visit, 1/12/16, and next on 4/6/16, and finally on 7/20/16.   The final service from 7/20/16 was credited back to Mr. [redacted] because he repeatedly said that he cancelled on June 20, 2016.  We keep very clear recordings and accurate records of all communication with our customers. We have not been able to find or identify any call from Mr. [redacted] around that date, we did find a message we left for him on June 13, 2016, but did not get the chance to speak with him until his conversation with us on 8/13/16 requesting a cancellation of service.  The phone number that Mr. [redacted] listed of [redacted] is [redacted]s personal cell phone and would only be answered by [redacted] and not some other person in the Bulwark office.  If that is the phone call that Mr. [redacted] is referring to, we would not have any record of it and no recording.  I can see that the customer requested a service inside of his home on 3/17/16 and we sent [redacted] out the same day to take care of his request.  The pest control account was terminated on 9/6/16 and a credit was given to Mr. [redacted] for service that was performed after his claimed cancellation request date of June 2016.  Our pest control practices do not require that inside services are performed after the first treatment in order to be effective.  The most important aspect of what we do is a power spray service around the outside of the home that should be able to keep bugs out.  If anything does get through what we've done, we will happily return to the home, free of charge, to address the problem.  The second account that Bulwark opened for Mr. [redacted] was for termite prevention and includes the installation of termite bait stations around the perimeter of the home with monitoring done on a four month cycle.  The monthly charges for termite prevention are automatic and do not require a monitoring service to have been performed in order for the charge to accrue.  Bulwark installed these stations on 1/12/16 and performed the first check of these stations on 5/6/16.  The monthly amount of $22.00 plus tax for termite monitoring and control was added to the account on 1/14/16, 2/10/16, 3/11/16, 4/07/16, 5/9/16, 6/2/16, 7/6/16, 8/3/16, and 9/5/16.  The final charge on 9/5/16 was credited back to Mr. [redacted] when the accounts were both cancelled on 9/6/16.

We have processed a refund of $119.08 for you today according to our money back guarantee.  It is very rare for any pest control company to gain control of "German Cockroaches" in 2 months time frame and this is why all honest reputable companies require a year to start out.  For every...

roach you see in the home there could be 300 to 400 in your walls.  Some infestations can take 2 to 3 years to combat especially if dry-wall is not removed.  Our company does offer cabinet treatments and should have been done on your house.  We apologize if this was not performed and we will do it for free with a 60 day guarantee to come out as often as needed.  We are always using the best products on the market, but this insect does take extra time and care due to how often they reproduce.  It is common for most infestations to seem worse prior to getting better across the entire industry.  Pest control is not magic and is a process.  We are more than happy to take you back even if it means our company will lose $200 -$300 on your property over the next year.