Zap Termite & Pest Control, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I want to make sure that I will not be getting charged the cancellation fee or that they will take my father to collections I am not happy with the this company but at this point the $will be a lesson to learnThey should have contracts in Spanish or have technicians that speak Spanish when dealing with Spanish speaking seniors

We have an attached GPS report showing the technician was on the property for hour and minutes, even moving the truck to reach all areasThe technician was not a disgruntled employee at all, he was a dedicated hard working employee who worked for us for over years and got hired on by the State which was a better opportunity for his young familyOf course we offered to go back afterwards for free, that is part of our contract and with roaches it is completely to need follow up's due to the fact they have to be treated during different stages of productionAt this point we will allow the cancel fee but we will not be refunded any moneyWe provided the service and offered additional service which was declinedWe do not offer any kind of warranty on a One Time service (which essentially what this is now now based upon the contract being cancelled and there being no cancel fee) and this customer states that is what she wanted from the beginningIn closing in no way was the gentleman who signed the account given any informationHe signed in multiple area's clearly understanding the agreement and our technician's are not paid any commission's or bonus's for signing customers up unless it is creative, since this customer solicited us this account would not be creative

I am rejecting this response because: The initial visit by the technician lasted less than minutes in total, to spray and area of sqft. When I did speak to the person on the number he mentioned that the technician was a bad employee and had quit/fired that week. They did offer to come back and spray again, but we refused to have them spray the property again because of the bad work that the technician had done to begin with. The biggest issues I have is that we agreed to one thing on the phone to a single spray and not to a long term contract, when the technician came he had my father who did not speak English sign a contract that was longer that we had agreed to on the phone. Also the person who we had talk to on the phone several times is no longer with the company leading me to believe that they workers are high turnover and are not practicing fair practices and therefore the employees are leaving. At this point, I paid $for minutes worth of work, which is almost $dollars an hour for something that did not work, I did not see single dead cockroach, for all I know the disgruntled employee sprayed water and maybe did not even spray any chemicals. I keep getting bills that we owe the canecellation fee but I do not feel like I owe the cancellation fee and would even like the $dollars because Zap did not perform any true service. Why would Zap offer to come back FREE of charge to come back and redo the initial spray? I think they know that their disgruntled technician did nothing and made a not speaking year old man sign a contract, for which the technician was most likely paid a bonus

Tell us why here...We were contacted by the consumer we did not solicitthem.  We never recommend nor do we offera guarantee on a one time service for roaches. What was asked for, quoted andsold was a maintenance agreement for $500.00 for the initial service and$240.00 monthly with free service...

in between. A non guaranteed One Time servicewould have ran $650.00 for this 4 plex. We arrived at the property and wentover the agreement that was agreed to on the phone, indicated what months wewould be out for service and the cost etc. Mr. Paniagun signed in multiple areasindicated who knew exactly what the agreement was. The customer never called usback for a retreat or to eve r makes us aware that there was still a problem.When we tried to reach them to schedule regular service they would not returnour calls. It wasn’t until the account was canceled and a cancel fee wasapplied that they reached out to us.We received several different stories as to why they wantedout of the agreement. The cancel fee is 10% of the agreement in this case itwas $170.00. Trying to be fair I called the  customer back got VM and offered since theinitial was paid the of $500, I would deduct that from the contract leaving a1200 on the contract, cancel fee would $120.00 over and beyond that I wouldsplit that with the customer, her total owing would be $60.00. Servicewas rendered and a refund for the initial service is not warranted. I do have the PCOC looking into these section codes apply toour industry, especially considering we did not solicit the customer, theycalled us. I’ve also spoke to Elizabeth at Revdex.com who is also doing some research.

You guys are the best. I had you do my mom's house. the cost was very good. I have told reatliers about how I think you'r the best. TeresaMilam

Review: My 81 year old father owns a four plex and the tenants said that they had cockroaches in the units. My father asked my sister in law to see if she could call an exterminator and have them come out and spray the units for bugs. My sister in law called Zap and asked them to come out and spray. They asked her if he wanted a contract and my she told them no because my father did not want to get locked into a long term contract if the service did not work. They mentioned that they could come out and spray. Zap came out and sprayed the units. It took the person only about 25 minutes to spray about 2000 sq ft including the basement. Seemed really fast and the service man was sloppy and did not really seem to care about what he was doing. When he was done spraying he asked for payment of $500 dollars and asked my dad to sign a piece of paper. My father is 81 and does not speak Enlgish. My father thought he was signing for the work that the service man had done. My father paid him $500 dollars and the service man left. I couple of days later we noticed that all the cockroaches were still present and did not see any dead roaches. I asked to see what my dad had paid and noticed that he had signed a year long contract instead of a one time charge. I immediately called the Zap and talked to Tim at Zap and told him that I was not happy with the service that had been provided and that the service man basically had my father sign a long term contract when we did not want that. Tim from Zap apologized and said that the service man had been fired right after that job for not doing proper work. He mentioned that they wanted to come back and spray but the contract was still in place. I mentioned to him that my father did not read English and did know what he was signing. We have gone back and forth with Zap and at this point they have never come back to spray. The keep sending letters stating that my father owes them $175 for breaking the contract. He doe snot feel he owes that.Desired Settlement: I would like Zap to refund the original $500 dollars that were paid because the service was horrible and the insecticide did not kill any bugs. I would like them to stop harassing my father and sending and letters stating how much penalties and threatening with collections.

Business

Response:

Tell us why here...We were contacted by the consumer we did not solicitthem. We never recommend nor do we offera guarantee on a one time service for roaches. What was asked for, quoted andsold was a maintenance agreement for $500.00 for the initial service and$240.00 monthly with free service in between. A non guaranteed One Time servicewould have ran $650.00 for this 4 plex. We arrived at the property and wentover the agreement that was agreed to on the phone, indicated what months wewould be out for service and the cost etc. Mr. Paniagun signed in multiple areasindicated who knew exactly what the agreement was. The customer never called usback for a retreat or to eve r makes us aware that there was still a problem.When we tried to reach them to schedule regular service they would not returnour calls. It wasn’t until the account was canceled and a cancel fee wasapplied that they reached out to us.We received several different stories as to why they wantedout of the agreement. The cancel fee is 10% of the agreement in this case itwas $170.00. Trying to be fair I called the customer back got VM and offered since theinitial was paid the of $500, I would deduct that from the contract leaving a1200 on the contract, cancel fee would $120.00 over and beyond that I wouldsplit that with the customer, her total owing would be $60.00. Servicewas rendered and a refund for the initial service is not warranted. I do have the PCOC looking into these section codes apply toour industry, especially considering we did not solicit the customer, theycalled us. I’ve also spoke to Elizabeth at Revdex.com who is also doing some research.

Consumer

Response:

I am rejecting this response because: The initial visit by the technician lasted less than 30 minutes in total, to spray and area of 3000 sq. ft. When I did speak to the person on the 800 number he mentioned that the technician was a bad employee and had quit/fired that week. They did offer to come back and spray again, but we refused to have them spray the property again because of the bad work that the technician had done to begin with. The biggest issues I have is that we agreed to one thing on the phone to a single spray and not to a long term contract, when the technician came he had my father who did not speak English sign a contract that was longer that we had agreed to on the phone. Also the person who we had talk to on the phone several times is no longer with the company leading me to believe that they workers are high turnover and are not practicing fair practices and therefore the employees are leaving. At this point, I paid $500 for 30 minutes worth of work, which is almost $1000 dollars an hour for something that did not work, I did not see single dead cockroach, for all I know the disgruntled employee sprayed water and maybe did not even spray any chemicals. I keep getting bills that we owe the canecellation fee but I do not feel like I owe the cancellation fee and would even like the $500 dollars because Zap did not perform any true service. Why would Zap offer to come back FREE of charge to come back and redo the initial spray? I think they know that their disgruntled technician did nothing and made a not speaking 81 year old man sign a contract, for which the technician was most likely paid a bonus.

Business

Response:

We have an attached GPS report showing the technician was on the property for 1 hour and 14 minutes, even moving the truck to reach all areas. The technician was not a disgruntled employee at all, he was a dedicated hard working employee who worked for us for over 8 years and got hired on by the State which was a better opportunity for his young family. Of course we offered to go back afterwards for free, that is part of our contract and with roaches it is completely normal to need follow up's due to the fact they have to be treated during different stages of production. At this point we will allow the cancel fee but we will not be refunded any money. We provided the service and offered additional service which was declined. We do not offer any kind of warranty on a One Time service (which essentially what this is now now based upon the contract being cancelled and there being no cancel fee) and this customer states that is what she wanted from the beginning. In closing in no way was the gentleman who signed the account given any false information. He signed in multiple area's clearly understanding the agreement and our technician's are not paid any commission's or bonus's for signing customers up unless it is creative, since this customer solicited us this account would not be creative.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I want to make sure that I will not be getting charged the cancellation fee or that they will take my father to collections. I am not happy with the this company but at this point the $500 will be a lesson to learn. They should have contracts in Spanish or have technicians that speak Spanish when dealing with Spanish speaking seniors.