Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,and find that arbitration is necessary.
Regards,
*** ***
The
last time we treated the property in question, there was no active termite
infestationWe made several service calls to the property and, although
evidence suggested the droppings were a result of damage and not infestation,
XTOrange Oil Plus was applied to the area at the customer’s request
We
have attempted to contact the customer several times to resolve this conflict
and have received no response*** *** has denied the customer’s
requests to have the payment to our company cancelled because there has been no
response to our attempts to resolve the issue.
We
cannot speak to another company’s inspection report, but we are looking into
the matter
Thank you
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Xtermite keeps stating that a "good faith attempt in providing a solution" has been made This is bogus They have not been reasonable or realistic in understanding what is required to correct the damage they have caused, and they have put forth lie after lie regarding the actual extent of damage they caused They are not taking responsibility for their actions We have been told by others in the industry that Xtermite was wrong to have ever entered into a contract with us in the first place due to the fact that we do not have an attic space and therefore it is impossible for them to really know where the termites are residing I believe this because after all of the holes Xtermite drilled into our walls throughout the house, we still have termites and their kick-outs showing up
Xtermite also refer to a response letter dated April 21, with enclosures I have no idea what they are referring to I am not in receipt of any letter from them dated 4/21/I do not see this going anywhere if left up to Xtermite, so, as previously stated, I am sorry that this will now need to be aired to the media to protect others from future damage brought on by this company It appears we will also need to take legal action to be compensated for the significant cost it will take to get our house back to the way it was prior to Xtermite's damaging workmanship, dishonesty and disrespect toward their customers This is not how we would have liked this situation to have been resolved
Regards,
*** ***
Date: 05/21/2014
Re: Let this document serve as a
response to the [redacted] report issued on 4-3-2014. Property described in
report is [redacted]. The report states
that there is evidence of visual Dry-Wood Termite infestation at/in the
following areas. Attic, Fascia and
garage. As said before in previous documented conversation, Dry-Wood termite
fecal matter dose not necessarily mean that there is active termite activity in
that area... however our warranty covers any necessary inspection and
treatments if needed. Best thing to have done is for me to come out with the
[redacted] report in hand to make sure the areas are alive or not. To many times
termite companies have said that old termite evidence is active so we need to
be concern.
Please reach out at you earliest
convenience to set up a time for Q.C inspection
Field Operations Manager:
[redacted]
Xtermite, Inc
[redacted]
Thank you for your email of the complaint referenced above.
We received calls from Ms. [redacted] and emails and responded to each call and email. Weapologized for to Ms. [redacted] for her feelings of frustration and assured her that we were awareof the floor and the circumstances...
involved.On investigating this matter, it has been determined that the hardwood floors had drywood termiteinfestation as well as areas of termite damage, which is different than infestation. Drywoodtermites eat wood and cause damage. To minimize the damage to the hardwood floor caused bytermites, orange oil was used to exterminate this infestation. The orange oil cannot be overused,the orange oil flows through the channels of termite damage, with that being said, it would appearas though the damage caused by the termites was near the surface. The stain caused, is not fromthe orange oil itself, it is colorless, however, the residue of dirt surrounding the floor attached tothe orange oil and created the stain.
Therefore, the orange oil did not cause the visible stains. In most cases, floors that are damagedby termites are treated to prevent further infestations and damage to other boards. It is ourexperience, that this type of damage is corrected by replacing the individual boards concerned.However, please be aware, that in time the orange oil will dissipate, due to its molecular structure,it is light and will biodegrade, but the debris stains may remain and may necessitate sanding andrestaining those boards only.
On visual inspection, the customer concern involves 1 wooden slat, 4 inches by 5 feet only. Thewooden floor appears to be 15 years old, it is not in perfect condition and other defects are present.Termites do infest wood, the wood slats have been damaged by the termite infestation. Termitedamage requires replacement of the wood, at the owner's_expense not Xtermite's.
We are in receipt of the $5,201.42 estimate from Cut & Dried Flooring, although we may haveconsidered some assistance in this matter. This estimate is determined to be for "termite damagedwood" and an excessive scope of work to the concerns of the customer. We referred back to theoriginal contract signed on November 4, 2013: Work Authorization Contract, signed by Ms. Sue[redacted] and dated 11104/2013, Page 2 of2, "4. Customer agrees to hold company harmless forany damage which may occur." In reference to the stained 4" x 5' slat only.
In a good faith effort, we were prepared to assist the customer and try to provide customersatisfaction by helping to replace the damaged slat, although our contract clearly states we are notliable. Ms. [redacted]'s assured our Inspector addressing the concerns that he should not beconcerned about the cost because, Ms. [redacted]'s felt, that our insurance would pay for costs tosand, refinish, remove and replace termite damaged wood, throughout the entire house (Kitchen,Living Room, Dining Room, Family Room). The stains in this complaint consist of 1 woodenslat, 4 inches by 5 feet only, termite damaged wood.
Ms. [redacted] refused our assistance in removing and replacing the termite damaged wood, andinsisted on the work to be performed by Cut & Dried Flooring Company only. Again, Xtermite isnot liable or responsible for termite damaged wood, not only stated in the Work AuthorizationContract signed by Ms. [redacted]s, but also clearly stated on the Original Report dated October 22,1013, page 2, first paragraph in bold type print, clearly states " ... this firm does not guaranteeagainst TERMITE DAMAGE."
Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, althoughXtermite was not obligated to do so. We regret that we have been unable to resolve this matterwith our customer and it has now been referred to the Revdex.com as a complaint anda mark on our good standing with the Revdex.com.
Please contact me should you have require any additional information.
Sincerely,
When Mrs. [redacted] called Xtermite, Inc. on 4/28/14, she spoke with [redacted], who rescheduled the
appointment for 5/23/14.
font-size: 24px;">The customer did not mention
that the warranty would be expiring on 05/05/2014, and there were no arrangements made to take
that into consideration. As soon as Xtermite realized that the property was not
under warranty, the operations director called the customer to let them know
that the renewal fee would need to be processed before we could legally treat
their property.
Because of Mrs. [redacted]'s circumstances (family loss) , Xtermite is
willing to extend the customer’s warranty for two months at no additional
charge. The customer has been scheduled to receive their annual inspection on
7-1-14 and the warranty will expire on 07/05/2014.
We value Mrs. [redacted] as a customer and we hope that this result is satisfactory.
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. For your reference, details of the offer I reviewed appear below.
Quality Control Manger [redacted] has been to my home twice, once in November 2013 and once in December 2013. Both times he inspected and then treated my home with the orange oil product.
Every month my home was inspected by Xtermite from June - December 2013 and then treated with their orange oil product. Coming out again to do exactly the same thing they have done before will not make the product work and they will find active termites just as they have each and every time they have been to my home.
I have written documentation from [redacted] that I still have active termites. [redacted] is a reputable company and have been in business since 1927. There is absolutely no reason for them to write false statements.
It is now time for Xtermite to refund me my money. No more inspections, no more treatments and no more excuses from Xtermite. Just refund me money in full.
P.S. Two inspection reports from [redacted] were sent to Xtermite documenting I still have active termites. One copy was e-mailed by [redacted] a manager at [redacted] and the other was sent by registered mail and received/signed by [redacted] at Xtermite. They were both addressed to [redacted] and both were received on May 15, 2014.
Regards,
[redacted]
Revdex.com
The above referenced complaint ID [redacted] has been settled to my satisfaction. It is my expectation that the two year service warranty against dry wood termite infestation in the property treated remains in force.
[redacted]
[redacted]
[redacted]
In
response to Mr. [redacted]’s concern, a quality control inspection led by both
Xtermite,...
Inc’s Production Supervisor [redacted] and Operations Manager
[redacted] has been scheduled at Mr. [redacted]’s property for 3/28/14 at
9-11am in order to survey the area in question.
Thank you.
[redacted]
Operations Manager
Xtermite, Inc.
[redacted]
A
Quality Control inspection has been scheduled with the customer on 9-23-14. At
the time of this inspection, Xtermite...
Inc’s production supervisor [redacted]
[redacted] will go over all the areas of concern listed by the customer and answer
any questions. Any necessary treatment will be performed at no additional cost
as the property is under warranty.
thank you
Xtermite, Inc
[redacted]
[redacted]
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. For your reference, details of the offer I reviewed appear below.
The business failed to properly treat the area properly the first time and it is infected again . The business has sent one technician a week ago but he does not want to inspect the area properly. I know they are sending another representative again on Sept 23rd 2014. I am hoping this time they take care of this issue once for all. This issue should not be closed until we are satisfied with the result.
Regards,
[redacted]
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. For your reference, details of the offer I reviewed appear below.
Xtermite would not have treated my house over and over if there were no signs of termites. Every time they came out they inspected first and noticed I still had termites then applied the orange oil. I do not have property damage and this is the first time I have heard this from them. Xtermite seems to come up with new excuses every time I hear from them. Xtermite said they were going to obtain a copy of the inspection report from the state and not from the company itself. They already know that a termite company will not give the report to them they have to go through the state. Why hasn't Xtermite obtained this inspection report? It has been several weeks now and this is just another unbelievable excuse that they seem to think is acceptable.
Also, they have never tried to contact me in anyway either by phone or by mail. I have a message machine which they could have left messages if I wasn't home for some reason, but I have NEVER received any calls from them in all this time. I want a full refund because the orange oil does not work for termites.
P.S. I am having [redacted] e-mail the inspection report to Xtermite since they do not do what they say they are going to do. This report will in fact prove that I still have termites and this way there will be no more excuses I will also be sending Xtermite a copy of the inspection report from [redacted] by mail and whoever receives the mail for Xtermite will have to sign for it so they cannot come back and say they never received it.
[redacted]
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. For your reference, details of the offer I reviewed appear below.
[redacted] the quality control person from Xtermite did not come to my home on 10/21/2013 a regular technician who works for Xtermite came on this day and applied the orange oil treatment. This was not the last time Xtermite came to my home to treat my home with their orange oil product.
These are the dates they came to my home to apply their orange oil product:
July 24, 2013, August 8, 2013, August 27, 2013, October 21, 2013, November 15, 2013, & December 26, 2013.
[redacted] the quality control person from Xtermite treated my home on November 15, 2013 and then again on December 26, 2013 not October 21, 2013 nor was this the last time they treated my home.
The droppings are not old droppings and my house shifting is not the reason why I there are still more and more droppings. I had [redacted] come to my home on April 3, 2014 and do an extensive inspection and I have the report to prove that these are not old droppings and my house still has termites. The contract number for this report from [redacted] is [redacted] and inspected by [redacted].
I am not happy with Xtermite and their orange oil product because it does not work. I want a full refund in the amount of $1535.00.
Mr. [redacted] is correct that he paid for
a three year contract. The expiration notice he received was sent to him in
error, and we apologize for the mistake. We would like to offer Mr. [redacted] an
extra...
annual inspection, in addition to the one he is entitled to under his
contract, to make up for the error. If he would like to schedule the
inspections available to him, he is welcome to call our customer service
department. It is Xtermite, Inc’s policy that it is our customers’
responsibility to schedule their own appointments.
Aside from the expiration notice, we
cannot verify Mr. [redacted]’s complaint. As his account information is in our
computer system and his file is easily accessible, there is no reason for the
situation he describes. Our company emails are monitored and stored, and there
is no record of any correspondence between him and Brad.
We do take full responsibility for the
erroneous expiration notice he received, and we hope Mr. [redacted] takes
advantage of the extra inspection we are offering him.
Good Afternoon Ms. [redacted],
Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do so. We regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.com. At this time our decision remains the same. Please refer to our response Letter dated April 21, 2015 with Enclosures. Thank you in advance with your assistance. Please let us know should you have further questions.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Some of the FACTS need to be corrected. My Husband [redacted], called XTermite and made the (new)appointment with [redacted]. I called early on 4-28-14 to ask if the appointment could be delayed due to my Mother's sudden death the morning of 4-28-14. I absolutely discussed the expiration of the warranty with [redacted]...her reply: "We can work around it". I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]is
The last time we spoke with the homeowner of this property was during a Quality Control Inspection performed 10/21/2013 by our Production Manager...
and Inspector Supervisor [redacted].
At that time, [redacted] identified the droppings as old and explained to the homeowner that the infestation was no longer active. The homeowner understood and seemed pleased and satisfied by this information. The homeowner’s daughter, however, was also present for the inspection and did not agree with [redacted]’s assessment. Prior to this, we had never spoken to the homeowner’s daughter and she is not listed on any of our documentation for this property.
Since this inspection, someone on behalf of this property has tried to cancel the [redacted] payment to our company on four occasions. Each time, [redacted] has refused on the grounds that our attempts to contact the homeowner have had no response. Because they have not responded, we have no way of verifying that the complaint and cancellation requests are coming from our customer and not from her daughter.
As we have not been out to this property since 10/21/2013 we cannot refute nor confirm the recommendations of the mentioned [redacted] report. We have requested a copy of this report from the State Board to facilitate further investigation and will keep the Revdex.com apprised of our findings.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,and find that arbitration is necessary.
Regards,
*** ***
The
last time we treated the property in question, there was no active termite
infestationWe made several service calls to the property and, although
evidence suggested the droppings were a result of damage and not infestation,
XTOrange Oil Plus was applied to the area at the customer’s request
We
have attempted to contact the customer several times to resolve this conflict
and have received no response*** *** has denied the customer’s
requests to have the payment to our company cancelled because there has been no
response to our attempts to resolve the issue.
We
cannot speak to another company’s inspection report, but we are looking into
the matter
Thank you
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Xtermite keeps stating that a "good faith attempt in providing a solution" has been made This is bogus They have not been reasonable or realistic in understanding what is required to correct the damage they have caused, and they have put forth lie after lie regarding the actual extent of damage they caused They are not taking responsibility for their actions We have been told by others in the industry that Xtermite was wrong to have ever entered into a contract with us in the first place due to the fact that we do not have an attic space and therefore it is impossible for them to really know where the termites are residing I believe this because after all of the holes Xtermite drilled into our walls throughout the house, we still have termites and their kick-outs showing up
Xtermite also refer to a response letter dated April 21, with enclosures I have no idea what they are referring to I am not in receipt of any letter from them dated 4/21/I do not see this going anywhere if left up to Xtermite, so, as previously stated, I am sorry that this will now need to be aired to the media to protect others from future damage brought on by this company It appears we will also need to take legal action to be compensated for the significant cost it will take to get our house back to the way it was prior to Xtermite's damaging workmanship, dishonesty and disrespect toward their customers This is not how we would have liked this situation to have been resolved
Regards,
*** ***
Date: 05/21/2014
Re: Let this document serve as a
response to the [redacted] report issued on 4-3-2014. Property described in
report is [redacted]. The report states
that there is evidence of visual Dry-Wood Termite infestation at/in the
following areas. Attic, Fascia and
garage. As said before in previous documented conversation, Dry-Wood termite
fecal matter dose not necessarily mean that there is active termite activity in
that area... however our warranty covers any necessary inspection and
treatments if needed. Best thing to have done is for me to come out with the
[redacted] report in hand to make sure the areas are alive or not. To many times
termite companies have said that old termite evidence is active so we need to
be concern.
Please reach out at you earliest
convenience to set up a time for Q.C inspection
Field Operations Manager:
[redacted]
Xtermite, Inc
[redacted]
Thank you for your email of the complaint referenced above.
We received calls from Ms. [redacted] and emails and responded to each call and email. Weapologized for to Ms. [redacted] for her feelings of frustration and assured her that we were awareof the floor and the circumstances...
involved.On investigating this matter, it has been determined that the hardwood floors had drywood termiteinfestation as well as areas of termite damage, which is different than infestation. Drywoodtermites eat wood and cause damage. To minimize the damage to the hardwood floor caused bytermites, orange oil was used to exterminate this infestation. The orange oil cannot be overused,the orange oil flows through the channels of termite damage, with that being said, it would appearas though the damage caused by the termites was near the surface. The stain caused, is not fromthe orange oil itself, it is colorless, however, the residue of dirt surrounding the floor attached tothe orange oil and created the stain.
Therefore, the orange oil did not cause the visible stains. In most cases, floors that are damagedby termites are treated to prevent further infestations and damage to other boards. It is ourexperience, that this type of damage is corrected by replacing the individual boards concerned.However, please be aware, that in time the orange oil will dissipate, due to its molecular structure,it is light and will biodegrade, but the debris stains may remain and may necessitate sanding andrestaining those boards only.
On visual inspection, the customer concern involves 1 wooden slat, 4 inches by 5 feet only. Thewooden floor appears to be 15 years old, it is not in perfect condition and other defects are present.Termites do infest wood, the wood slats have been damaged by the termite infestation. Termitedamage requires replacement of the wood, at the owner's_expense not Xtermite's.
We are in receipt of the $5,201.42 estimate from Cut & Dried Flooring, although we may haveconsidered some assistance in this matter. This estimate is determined to be for "termite damagedwood" and an excessive scope of work to the concerns of the customer. We referred back to theoriginal contract signed on November 4, 2013: Work Authorization Contract, signed by Ms. Sue[redacted] and dated 11104/2013, Page 2 of2, "4. Customer agrees to hold company harmless forany damage which may occur." In reference to the stained 4" x 5' slat only.
In a good faith effort, we were prepared to assist the customer and try to provide customersatisfaction by helping to replace the damaged slat, although our contract clearly states we are notliable. Ms. [redacted]'s assured our Inspector addressing the concerns that he should not beconcerned about the cost because, Ms. [redacted]'s felt, that our insurance would pay for costs tosand, refinish, remove and replace termite damaged wood, throughout the entire house (Kitchen,Living Room, Dining Room, Family Room). The stains in this complaint consist of 1 woodenslat, 4 inches by 5 feet only, termite damaged wood.
Ms. [redacted] refused our assistance in removing and replacing the termite damaged wood, andinsisted on the work to be performed by Cut & Dried Flooring Company only. Again, Xtermite isnot liable or responsible for termite damaged wood, not only stated in the Work AuthorizationContract signed by Ms. [redacted]s, but also clearly stated on the Original Report dated October 22,1013, page 2, first paragraph in bold type print, clearly states " ... this firm does not guaranteeagainst TERMITE DAMAGE."
Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, althoughXtermite was not obligated to do so. We regret that we have been unable to resolve this matterwith our customer and it has now been referred to the Revdex.com as a complaint anda mark on our good standing with the Revdex.com.
Please contact me should you have require any additional information.
Sincerely,
[redacted]
When Mrs. [redacted] called Xtermite, Inc. on 4/28/14, she spoke with [redacted], who rescheduled the
appointment for 5/23/14.
font-size: 24px;">The customer did not mention
that the warranty would be expiring on 05/05/2014, and there were no arrangements made to take
that into consideration. As soon as Xtermite realized that the property was not
under warranty, the operations director called the customer to let them know
that the renewal fee would need to be processed before we could legally treat
their property.
Because of Mrs. [redacted]'s circumstances (family loss) , Xtermite is
willing to extend the customer’s warranty for two months at no additional
charge. The customer has been scheduled to receive their annual inspection on
7-1-14 and the warranty will expire on 07/05/2014.
We value Mrs. [redacted] as a customer and we hope that this result is satisfactory.
Had a good customer experience. The rep was professional and thorough. Explained
everything before starting his inspection. Great job
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. For your reference, details of the offer I reviewed appear below.
Quality Control Manger [redacted] has been to my home twice, once in November 2013 and once in December 2013. Both times he inspected and then treated my home with the orange oil product.
Every month my home was inspected by Xtermite from June - December 2013 and then treated with their orange oil product. Coming out again to do exactly the same thing they have done before will not make the product work and they will find active termites just as they have each and every time they have been to my home.
I have written documentation from [redacted] that I still have active termites. [redacted] is a reputable company and have been in business since 1927. There is absolutely no reason for them to write false statements.
It is now time for Xtermite to refund me my money. No more inspections, no more treatments and no more excuses from Xtermite. Just refund me money in full.
P.S. Two inspection reports from [redacted] were sent to Xtermite documenting I still have active termites. One copy was e-mailed by [redacted] a manager at [redacted] and the other was sent by registered mail and received/signed by [redacted] at Xtermite. They were both addressed to [redacted] and both were received on May 15, 2014.
Regards,
[redacted]
Revdex.com
The above referenced complaint ID [redacted] has been settled to my satisfaction. It is my expectation that the two year service warranty against dry wood termite infestation in the property treated remains in force.
[redacted]
[redacted]
[redacted]
In
response to Mr. [redacted]’s concern, a quality control inspection led by both
Xtermite,...
Inc’s Production Supervisor [redacted] and Operations Manager
[redacted] has been scheduled at Mr. [redacted]’s property for 3/28/14 at
9-11am in order to survey the area in question.
Thank you.
[redacted]
Operations Manager
Xtermite, Inc.
[redacted]
A
Quality Control inspection has been scheduled with the customer on 9-23-14. At
the time of this inspection, Xtermite...
Inc’s production supervisor [redacted]
[redacted] will go over all the areas of concern listed by the customer and answer
any questions. Any necessary treatment will be performed at no additional cost
as the property is under warranty.
thank you
Xtermite, Inc
[redacted]
[redacted]
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. For your reference, details of the offer I reviewed appear below.
The business failed to properly treat the area properly the first time and it is infected again . The business has sent one technician a week ago but he does not want to inspect the area properly. I know they are sending another representative again on Sept 23rd 2014. I am hoping this time they take care of this issue once for all. This issue should not be closed until we are satisfied with the result.
Regards,
[redacted]
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. For your reference, details of the offer I reviewed appear below.
Xtermite would not have treated my house over and over if there were no signs of termites. Every time they came out they inspected first and noticed I still had termites then applied the orange oil. I do not have property damage and this is the first time I have heard this from them. Xtermite seems to come up with new excuses every time I hear from them. Xtermite said they were going to obtain a copy of the inspection report from the state and not from the company itself. They already know that a termite company will not give the report to them they have to go through the state. Why hasn't Xtermite obtained this inspection report? It has been several weeks now and this is just another unbelievable excuse that they seem to think is acceptable.
Also, they have never tried to contact me in anyway either by phone or by mail. I have a message machine which they could have left messages if I wasn't home for some reason, but I have NEVER received any calls from them in all this time. I want a full refund because the orange oil does not work for termites.
P.S. I am having [redacted] e-mail the inspection report to Xtermite since they do not do what they say they are going to do. This report will in fact prove that I still have termites and this way there will be no more excuses I will also be sending Xtermite a copy of the inspection report from [redacted] by mail and whoever receives the mail for Xtermite will have to sign for it so they cannot come back and say they never received it.
[redacted]
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. For your reference, details of the offer I reviewed appear below.
[redacted] the quality control person from Xtermite did not come to my home on 10/21/2013 a regular technician who works for Xtermite came on this day and applied the orange oil treatment. This was not the last time Xtermite came to my home to treat my home with their orange oil product.
These are the dates they came to my home to apply their orange oil product:
July 24, 2013, August 8, 2013, August 27, 2013, October 21, 2013, November 15, 2013, & December 26, 2013.
[redacted] the quality control person from Xtermite treated my home on November 15, 2013 and then again on December 26, 2013 not October 21, 2013 nor was this the last time they treated my home.
The droppings are not old droppings and my house shifting is not the reason why I there are still more and more droppings. I had [redacted] come to my home on April 3, 2014 and do an extensive inspection and I have the report to prove that these are not old droppings and my house still has termites. The contract number for this report from [redacted] is [redacted] and inspected by [redacted].
I am not happy with Xtermite and their orange oil product because it does not work. I want a full refund in the amount of $1535.00.
Regards,
[redacted]
Mr. [redacted] is correct that he paid for
a three year contract. The expiration notice he received was sent to him in
error, and we apologize for the mistake. We would like to offer Mr. [redacted] an
extra...
annual inspection, in addition to the one he is entitled to under his
contract, to make up for the error. If he would like to schedule the
inspections available to him, he is welcome to call our customer service
department. It is Xtermite, Inc’s policy that it is our customers’
responsibility to schedule their own appointments.
Aside from the expiration notice, we
cannot verify Mr. [redacted]’s complaint. As his account information is in our
computer system and his file is easily accessible, there is no reason for the
situation he describes. Our company emails are monitored and stored, and there
is no record of any correspondence between him and Brad.
We do take full responsibility for the
erroneous expiration notice he received, and we hope Mr. [redacted] takes
advantage of the extra inspection we are offering him.
Good Afternoon Ms. [redacted],
Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do so. We regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.com. At this time our decision remains the same. Please refer to our response Letter dated April 21, 2015 with Enclosures. Thank you in advance with your assistance. Please let us know should you have further questions.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Some of the FACTS need to be corrected. My Husband [redacted], called XTermite and made the (new)appointment with [redacted]. I called early on 4-28-14 to ask if the appointment could be delayed due to my Mother's sudden death the morning of 4-28-14. I absolutely discussed the expiration of the warranty with [redacted]...her reply: "We can work around it". I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]is
The last time we spoke with the homeowner of this property was during a Quality Control Inspection performed 10/21/2013 by our Production Manager...
and Inspector Supervisor [redacted].
At that time, [redacted] identified the droppings as old and explained to the homeowner that the infestation was no longer active. The homeowner understood and seemed pleased and satisfied by this information. The homeowner’s daughter, however, was also present for the inspection and did not agree with [redacted]’s assessment. Prior to this, we had never spoken to the homeowner’s daughter and she is not listed on any of our documentation for this property.
Since this inspection, someone on behalf of this property has tried to cancel the [redacted] payment to our company on four occasions. Each time, [redacted] has refused on the grounds that our attempts to contact the homeowner have had no response. Because they have not responded, we have no way of verifying that the complaint and cancellation requests are coming from our customer and not from her daughter.
As we have not been out to this property since 10/21/2013 we cannot refute nor confirm the recommendations of the mentioned [redacted] report. We have requested a copy of this report from the State Board to facilitate further investigation and will keep the Revdex.com apprised of our findings.