Complaint: [redacted] I am rejecting this response because:It has been over a month since sending this complaint, and we have not heard anything from your company (until today via Revdex.com)We have since been billed the full amount while there has been no attempt to resolve our issues nor concernsWe would like to cancel our service with PestPac and all related Workwave LLC relationships immediately Regards, [redacted] ***
Only yesterday, when you called me *** (and sent expanded detailed email regarding compliant) were we aware of new complaint from ***. In fact, the link from up above still doesn't work properlyAnyway- as soon as we saw the complaint from *** we started collecting all details and spoke with management/drafted a response (which we sent you yesterday). We would NEVER wait days (or even days) to respond. We hope this email reaches *** and that he understands, accepts our (and your) apology and is open to a call with management to discuss further
Complaint: [redacted]
I am rejecting this response because:It has been over a month since sending this complaint, and we have not heard anything from your company (until today via Revdex.com). We have since been billed the full amount while there has been no attempt to resolve our issues nor concerns. We would like to cancel our service with PestPac and all related Workwave LLC relationships immediately.
Regards,[redacted]
It's our understanding that we tried our best to accommodate your request, by allowing you to reduce a user before your renewal this year - which we will absolutely still honor. We would never go back on our...
word on what we offered, that would be unethical and we for sure are always striving to give the customers the most robust customer experience. We will call you on Monday, 10/31 at 1pm EST to discuss a resolution with our Strategic Relationship Manager and Director.
[redacted]
id="docs-internal-guid-f3400566-3f8b-d387-9ce7-eb09fc79f90e">At WorkWave we pride ourselves on excellent customer satisfaction with our products and services, and so we are of course disappointed and sorry to hear that you were not satisfied with your experience with us.
We have taken your complaint seriously, and brought our sales, customer support and finance teams together to get a full picture of the facts around the situation.
Unfortunately, as you may or may not be aware, in the case of [redacted] there has been an extensive history of delinquent payments dating back almost to the beginning of [redacted] becoming a PestPac customer in 2009. In fact, prior to this most recent deactivation on Nov 1, we have been forced to deactivate [redacted] service on no less than 4 separate occasions dating all the way back to December of 2009! We have been extremely accommodating in reactivating your service in the past and in extending service for many months when payment was past due during many periods.
We are confident that your use of our PestPac service from 2009 through this most recent deactivation in November 2016 exhibits the value our product brought to your business, as is further supported by the many thousands of satisfied PestPac customers we are proud to have around the world. We are sorry that you did not find RouteOp to be a valuable addition to your PestPac suite, but the pricing for that add-on (as with certain other products and services that can be added on to PestPac at an additional charge) was very clearly set forth in the separate purchase order you entered into to acquire RouteOp in 2014. We have many customers using RouteOp who are thrilled with the product and are sorry that you did not have a similar experience.
We also looked more into this most recent deactivation and note that we kept your service active until November despite not having received full payment since January! As you may or may not be aware your $2,800 payment in October was unfortunately less than half of the very delinquent amount owed. Our deactivation came only after months of unpaid invoices, calls and formal letters dating back to September 26 that the service would be terminated if payment in full was not made. We feel that keeping your account active for so many months without payment is a testament to the value we place on our customers and our efforts to work with them. It’s also simply not accurate to say that we did everything possible to not provide you with your data after you paid for a copy of your files. In fact, we delivered a SQL file of your data to you within 24 hours of receiving your payment of the modest fee we charge for that service. Finally, we of course completely disagree that we tricked anyone or altered any contracts, that is not how we do business at WorkWave.
We are proud to have grown into the leading pest control software provider in the world and to offer the best products and services available on the market. Our relationships with our customers are of paramount importance to us and we are disappointed if any customer is anything less than thrilled with WorkWave, but felt we should respond to you to present the full picture and hope this is helpful context. We would of course be open to discussion to reactivate your service once again, assuming payment is made to bring your account current.
Sincerely,
The WorkWave Team
Complaint: [redacted] I am rejecting this response because:It has been over a month since sending this complaint, and we have not heard anything from your company (until today via Revdex.com)We have since been billed the full amount while there has been no attempt to resolve our issues nor concernsWe would like to cancel our service with PestPac and all related Workwave LLC relationships immediately Regards, [redacted] ***
Only yesterday, when you called me *** (and sent expanded detailed email regarding compliant) were we aware of new complaint from ***. In fact, the link from up above still doesn't work properlyAnyway- as soon as we saw the complaint from *** we started collecting all details and spoke with management/drafted a response (which we sent you yesterday). We would NEVER wait days (or even days) to respond. We hope this email reaches *** and that he understands, accepts our (and your) apology and is open to a call with management to discuss further
Complaint: [redacted]
I am rejecting this response because:It has been over a month since sending this complaint, and we have not heard anything from your company (until today via Revdex.com). We have since been billed the full amount while there has been no attempt to resolve our issues nor concerns. We would like to cancel our service with PestPac and all related Workwave LLC relationships immediately.
Regards,[redacted]
It's our understanding that we tried our best to accommodate your request, by allowing you to reduce a user before your renewal this year - which we will absolutely still honor. We would never go back on our...
word on what we offered, that would be unethical and we for sure are always striving to give the customers the most robust customer experience. We will call you on Monday, 10/31 at 1pm EST to discuss a resolution with our Strategic Relationship Manager and Director.
[redacted]
id="docs-internal-guid-f3400566-3f8b-d387-9ce7-eb09fc79f90e">At WorkWave we pride ourselves on excellent customer satisfaction with our products and services, and so we are of course disappointed and sorry to hear that you were not satisfied with your experience with us.
We have taken your complaint seriously, and brought our sales, customer support and finance teams together to get a full picture of the facts around the situation.
Unfortunately, as you may or may not be aware, in the case of [redacted] there has been an extensive history of delinquent payments dating back almost to the beginning of [redacted] becoming a PestPac customer in 2009. In fact, prior to this most recent deactivation on Nov 1, we have been forced to deactivate [redacted] service on no less than 4 separate occasions dating all the way back to December of 2009! We have been extremely accommodating in reactivating your service in the past and in extending service for many months when payment was past due during many periods.
We are confident that your use of our PestPac service from 2009 through this most recent deactivation in November 2016 exhibits the value our product brought to your business, as is further supported by the many thousands of satisfied PestPac customers we are proud to have around the world. We are sorry that you did not find RouteOp to be a valuable addition to your PestPac suite, but the pricing for that add-on (as with certain other products and services that can be added on to PestPac at an additional charge) was very clearly set forth in the separate purchase order you entered into to acquire RouteOp in 2014. We have many customers using RouteOp who are thrilled with the product and are sorry that you did not have a similar experience.
We also looked more into this most recent deactivation and note that we kept your service active until November despite not having received full payment since January! As you may or may not be aware your $2,800 payment in October was unfortunately less than half of the very delinquent amount owed. Our deactivation came only after months of unpaid invoices, calls and formal letters dating back to September 26 that the service would be terminated if payment in full was not made. We feel that keeping your account active for so many months without payment is a testament to the value we place on our customers and our efforts to work with them. It’s also simply not accurate to say that we did everything possible to not provide you with your data after you paid for a copy of your files. In fact, we delivered a SQL file of your data to you within 24 hours of receiving your payment of the modest fee we charge for that service. Finally, we of course completely disagree that we tricked anyone or altered any contracts, that is not how we do business at WorkWave.
We are proud to have grown into the leading pest control software provider in the world and to offer the best products and services available on the market. Our relationships with our customers are of paramount importance to us and we are disappointed if any customer is anything less than thrilled with WorkWave, but felt we should respond to you to present the full picture and hope this is helpful context. We would of course be open to discussion to reactivate your service once again, assuming payment is made to bring your account current.
Sincerely,
The WorkWave Team