Mrs. [redacted], Upon review of your account, the last service that we provided for you was on 6/3/15. Our records show that your wife spoke with one of our customer service representatives on 6/4/15. There was no report of a broken gate until 6/30/15. When...
the gate was reported broken we did not receive any pictures or proof the gate was broken and we were not permitted to come to your home to fix the gate. We understand that there may have been miscommunication and we understand your frustration in this matter, so as a courtesy we will waive your cancellation fee which is close in price to the amount you are claiming for your gate maintenance. I am very sorry that your experience with Ecoshield has been unsatisfactory as we do value your business. In closing, your account balance has been removed, and your account has been closed. Thank you for being a customer with Ecoshield Pest Control for the time that you were, we wish you the best.
Sent: Monday, August 10, 2015 11:24 AM Subject: Re: Houston [redacted]
[redacted] I apologize for the trouble you have had with Ecoshield. I can understand your frustration in not getting things resolved, and for that I apologize. I tried calling but was unable to...
reach you. I did leave you a message letting you know we have cancelled your account, and waived the fee to end your contract early. I am sorry for the experience you had with us, I will use this experience and your feedback to help us to improve as a company. If there is anything else I can do for you please let me know. Thanks so much. [redacted]
Called customer several times to discuss his account with no answer. Customer has a 2 year contract with Ecoshield and an outstanding balance for a service that was done last year. I understand there can sometimes be miscommunication regarding cancellations of contracts. I am sorry Mr. Hunter was...
not happy with the services he received. We never want our customers to leave unhappy. I waived the fees and cancelled customer. Customer has a 0.00 balance with Ecoshield.
I spoke with Mr. [redacted] regarding his account. We talked at length at what some of his issues were and where we could improve as a company. I made sure that before we ended the conversation to find out if he needed any further services. We serviced the customer on 7/27, and 9/2 with one re service...
on 8/17 which customer gave a 5star rating to. We did 2 more re services on 9/9 and 9/19 because of an issue with ants. When I spoke with Mr. [redacted] I offered to give him a credit for the next service and also send a service manager out. Customer declined. We always want to take care of any issue the customer may be having and make things right with the customer. This complaint was filed in the morning, I spoke with Mr. [redacted] in the late afternoon and resolved all issues with the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. We do not accept the attempt the business made to solve our problem because it was not an attempt. We do not want a credit for the service or a reservice done because we do not want anybody from this company close to our house since one of its employees broke in to our home after we were unable to answer the door bell. We have a contract to proove that if we are not satisfied with the service they will do two reservices and if the problem is not solved they will give our money back. They call it 100% mobey back guarantee. We did give the first technician a good review because until the last one that broke into our house, they were nice. But that does not change the fact that the problem is not gone. As a matter of fact since they first came to our home we have infestations of aints in multie rooms and outside. We ended up paying for two services and now we have bug problems. We will not take credit or reservice. We want them to honor the contract and give us a refund.
[Provide details of why you are not satisfied with this resolution.]
Regards,
This is not a customer in the Houston Office. I will forward this email to the [redacted] branch so they can get a hold of the customer and take care of any problems or issues the [redacted] have.
Mr. [redacted],
I have reviewed your complaint and would
like to sincerely apologize for any frustration that our company has caused you. Here at Ecoshield, we take all customer complaints
very seriously. I am very sorry for the lack of communication between yourself
and our customer...
service representatives. We treat every customer fairly and
offer resolutions to the issues at hand, professionally and in a timely manner.
I understand in your case no solution was offered, this is not acceptable to
our standards.
Ecoshield offers a re-service guarantee, which
means that anytime between your 60 days service, we will send technicians back
to the location at no charge. We understand that some pests are more difficult
to get rid of and sometimes those extra services and follow ups are required to
ensure that you have a comfortable living space.
Ecoshield
service representatives answer phones from 8am to 5pm central time. At times we
undergo a large volume of calls and we are taking steps to ensure that we have
enough employees to provide fast and accurate assistance. We do not want you to
feel ignored or as if your business is not appreciated and for that reason we
are taking your feedback very seriously.
If given the opportunity to make
things right, we would like to send a technician free of charge to your home until
the issues you are having are resolved. We do not want any of our customers to
walk away from our company with a bad taste in their mouth and our goal is to
provide excellent service to you for years to come.
We have tried several times to work with the customer regarding this issue. We offered to come out to the home to see what has happened to the trees and the bushes so if in fact it was something that was caused by our company that we could take care of that. We were told that we could not come out...
and that we could not send a manager to the home to help them. We can not fully help a customer to the best of our ability id they will not allow us to do our part. The customer was cancelled out and their contract fee was waived.
I spoke with Mrs. [redacted] this afternoon. We refunded for the last service and will be sending a manager to see what we can do to fix the issues she is having. We want to keep her as a customer and will be working with her over the next few months to get all issues under control. We appreciate her...
business and appreciate being able to work with her and resolve all her issues.
Mrs. [redacted], Upon review of your account, the last service that we provided for you was on 6/3/15. Our records show that your wife spoke with one of our customer service representatives on 6/4/15. There was no report of a broken gate until 6/30/15. When...
the gate was reported broken we did not receive any pictures or proof the gate was broken and we were not permitted to come to your home to fix the gate. We understand that there may have been miscommunication and we understand your frustration in this matter, so as a courtesy we will waive your cancellation fee which is close in price to the amount you are claiming for your gate maintenance. I am very sorry that your experience with Ecoshield has been unsatisfactory as we do value your business. In closing, your account balance has been removed, and your account has been closed. Thank you for being a customer with Ecoshield Pest Control for the time that you were, we wish you the best.
Sent: Monday, August 10, 2015 11:24 AM Subject: Re: Houston [redacted]
[redacted] I apologize for the trouble you have had with Ecoshield. I can understand your frustration in not getting things resolved, and for that I apologize. I tried calling but was unable to...
reach you. I did leave you a message letting you know we have cancelled your account, and waived the fee to end your contract early. I am sorry for the experience you had with us, I will use this experience and your feedback to help us to improve as a company. If there is anything else I can do for you please let me know. Thanks so much. [redacted]
Called customer several times to discuss his account with no answer. Customer has a 2 year contract with Ecoshield and an outstanding balance for a service that was done last year. I understand there can sometimes be miscommunication regarding cancellations of contracts. I am sorry Mr. Hunter was...
not happy with the services he received. We never want our customers to leave unhappy. I waived the fees and cancelled customer. Customer has a 0.00 balance with Ecoshield.
I spoke with Mr. [redacted] regarding his account. We talked at length at what some of his issues were and where we could improve as a company. I made sure that before we ended the conversation to find out if he needed any further services. We serviced the customer on 7/27, and 9/2 with one re service...
on 8/17 which customer gave a 5star rating to. We did 2 more re services on 9/9 and 9/19 because of an issue with ants. When I spoke with Mr. [redacted] I offered to give him a credit for the next service and also send a service manager out. Customer declined. We always want to take care of any issue the customer may be having and make things right with the customer. This complaint was filed in the morning, I spoke with Mr. [redacted] in the late afternoon and resolved all issues with the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. We do not accept the attempt the business made to solve our problem because it was not an attempt. We do not want a credit for the service or a reservice done because we do not want anybody from this company close to our house since one of its employees broke in to our home after we were unable to answer the door bell. We have a contract to proove that if we are not satisfied with the service they will do two reservices and if the problem is not solved they will give our money back. They call it 100% mobey back guarantee. We did give the first technician a good review because until the last one that broke into our house, they were nice. But that does not change the fact that the problem is not gone. As a matter of fact since they first came to our home we have infestations of aints in multie rooms and outside. We ended up paying for two services and now we have bug problems. We will not take credit or reservice. We want them to honor the contract and give us a refund.
[Provide details of why you are not satisfied with this resolution.]
Regards,
This is not a customer in the Houston Office. I will forward this email to the [redacted] branch so they can get a hold of the customer and take care of any problems or issues the [redacted] have.
Mr. [redacted],
I have reviewed your complaint and would
like to sincerely apologize for any frustration that our company has caused you. Here at Ecoshield, we take all customer complaints
very seriously. I am very sorry for the lack of communication between yourself
and our customer...
service representatives. We treat every customer fairly and
offer resolutions to the issues at hand, professionally and in a timely manner.
I understand in your case no solution was offered, this is not acceptable to
our standards.
Ecoshield offers a re-service guarantee, which
means that anytime between your 60 days service, we will send technicians back
to the location at no charge. We understand that some pests are more difficult
to get rid of and sometimes those extra services and follow ups are required to
ensure that you have a comfortable living space.
Ecoshield
service representatives answer phones from 8am to 5pm central time. At times we
undergo a large volume of calls and we are taking steps to ensure that we have
enough employees to provide fast and accurate assistance. We do not want you to
feel ignored or as if your business is not appreciated and for that reason we
are taking your feedback very seriously.
If given the opportunity to make
things right, we would like to send a technician free of charge to your home until
the issues you are having are resolved. We do not want any of our customers to
walk away from our company with a bad taste in their mouth and our goal is to
provide excellent service to you for years to come.
We have tried several times to work with the customer regarding this issue. We offered to come out to the home to see what has happened to the trees and the bushes so if in fact it was something that was caused by our company that we could take care of that. We were told that we could not come out...
and that we could not send a manager to the home to help them. We can not fully help a customer to the best of our ability id they will not allow us to do our part. The customer was cancelled out and their contract fee was waived.
I spoke with Mrs. [redacted] this afternoon. We refunded for the last service and will be sending a manager to see what we can do to fix the issues she is having. We want to keep her as a customer and will be working with her over the next few months to get all issues under control. We appreciate her...
business and appreciate being able to work with her and resolve all her issues.