HI ***, First off, we have been over this issue a number of times and this is going to be our last responseWe see that you have went to every place imaginable to complain about us even going as far as to say that our business isn't a legitimate business on GoogleYou know this is not true or you wouldn't have stayed as a customers for yearsWe strive to provide the best service possible in the Pest Control industryIn fact that is why we have grown to over 6,Customers in a little over a year periodIN this situation you have to realize that we are a Pest Control companyWe get Customers all the time that come to our Company because their old company sprays the windows and the person that referred them, referred them to us because we do a better job at keeping stuff off the windowsWe try our best but we are indeed a Pest Control Company and with that comes the chance of getting stuff on the windowsIt's impossible to keep stuff off completelyWe tryHowever most people schedule their window cleaning after the Pest Control company comes to avoid problemsWe have Customers call us all the time to coordinate that Pest Service and the window cleaningIN your case you didn't and I believe after talking with you that the reason you are upset is because you are trying to sell you homeI can understand thisThat's why even though we it is not our responsibility to keep them clean we determined it would be best to rectify the situation in order to try to make you happyThe only reason we had you do the estimate was to see if it would be less than the service priceIf it was less than the service price we would have given you your money back for the serviceWe offered to give you the service for free but that wasn't good enough for youEven though we came out and did our job and deserve to be paid for the work we did we still were willing to give you the money back in order to make you happyAs for not being notified, this is not trueYou receive notifications most timesOne notification is sent several days in advance so people can plan things and the other is sent the day beforeWe know you received the one several days in advance at the very leastI think the whole problem here revolves around the fact that you are trying to sell your house so you were upset because we got something on the windows even though you know that's how it worksWe tried to solve the problemYour wife said he did a good job cleaning the windows and we thought it was overWe offered to return your money for the serviceThere is no reason that we should have to give you $for something that is a common thing that happensIt doesn't say anywhere in your agreement with the company that we would keep your windows cleanI think its sad that you chosen to try to slander our company to get your wayWe are a local company and we try very hard to do the right thing all the time or we wouldn't have offered to give you your money back and clean the windows even though it wasn't a problem that we should have been responsible forI think this is closed and I would appreciate it if you would take down your negative things you have said about usThere is no reason to try to hurt our company just to get your way
To Whom it May Concern, As per the signed service agreement that we have on file for this customer (I have attached for your reference), after the initial month agreement, a day written cancellation notice is needed to cancel servicesTo date, this notice has not been provided,which means that the customer is still scheduled for quarterly service with MasterGuard Pest ControlTo remedy this issue, since it looks like the technician was unable to complete their service in November, although it was charged (because of the lack of cancellation), I would be happy to send a technician out to the customer's home for a quarterly service free of charge in February, which would have been the next scheduled serviceOnce this service is complete, we would be able to terminate future services using this complaint as a written cancellation noticeThis allows MasterGuard to maintain their cancellation policy, but ensures that the customer is not paying for a service that they did not receiveIf the customer has any questions or concerns, they are welcome to contact me directly at ###-###-####.Regards, [redacted] MasterGuard Pest Control
Customer spoke to our customer service representative on 8/10/and received a refund on his account before we knew he had tried to contact us via Revdex.comIt is always easier to contact us first about questions or concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The position and tone of this response doesn't surprise me and only serves to prove that they will say and do many things that aren't true to collect payment for services they never delivered on I signed up for pest control and soon was absolutely dissatisfied, then got tired of unanswered calls and unprofessional customer serviceThis person responding was not in my home the evening their sales people canvassed our neighborhood Therefore, how would he know what was said and that a salesperson didn't / wouldn't misidentify and/or misrepresent terms of their 'contract' to make the deal appear more consumer friendly? The sales person was NOT clear about ANY of their cancellation language and, as I said, I asked about it and was assured I would be satisfied with their product or could 'cancel anytime'! Additionally, the majority of the conversation I had with the sales person on that night, and to the service personnel that came to my home to spray; REVOLVED AROUND TICKS! So, here again, for this company representative to say that ticks weren't EVER mentioned is simply lying He was not here when they came to my door, nor was he here when I spoke with the guys that came to our home THIS kind of attitude (in the response) and dismissal behavior -in addition to INEFFECTIVE service - confirms my belief that had I known I would NEVER have signed anything with their name on it Regards, [redacted] ***
Our office number is located on all of our service agreements and invoicesWe try to answer all calls live but return phone calls as soon as we can if we miss any of themI personally receive all the phone calls coming in from the number on our sales fliers and give any message from current customers to our customer service representatives so they can call them back, take care of any issues they are having, and then make sure they have our direct office numberIf our sales people are being dishonest we want to knowWhen Sheila spoke to our customer service representative on November 15, she offered for Sheila to speak to me and she declinedOur sales team go out and offer a discounted initial service and then quarterly services beginning days laterThe reason we do the first quarterly service days later is to break up the egg cycle of the bugs and get them under controlThis is what allows us to guarantee our serviceThe only time we don’t do a day follow up is when a customer is switching to our company from a previous service and they had been serviced within the last daysThe first year of service includes services due to the initial and quarterly servicesAccording to the copy of the service agreement that we have, that is what Sheila signed up forIt shows that Andrew offered the initial service for $and then each quarterly service for $We leave the carbon copy of that service agreement with our customers so they have one for your records and they can review itIf Sheila’s copy says differently than the one we have on file for her, we would absolutely refund her and follow up with Andrew and all of his salesThe last thing we want as a company is a sales person going out and misrepresenting our service and our companyWe haven’t had any issues with any of Andrew’s others sales and he was worked for us for multiple summers and has sold hundreds of accountsPlease let us know how we can best take care of thisThanks, [redacted]
We are sorry this has turned into a debacleWe provide our cancellation policy in the fourth line of our service agreements for this very reasonIt is industry standard to require written cancellationSince you worked in the service industry and said you how it works then this will not be new to youI have found that the majority of the service industry has this policy (I found this out when I went to cancel my gym membershipUnfortunately for me I didn’t read the page contract I signed)On top of the reasons I already shared with you on why we specifically require the written 30-day cancellation, it protects our customer’s if, for any reason, we make a mistake and service a home that had previously cancelledWe can go to their file, see the cancellation letter, and credit their account backThe email you sent us in April was received and we had sent out technicians to address the issues you were having on the insideThere is no mention of cancellation in that emailIt is not our responsibility to remind our thousands of customers when they are getting close to the end of their first year of serviceWe schedule services starting at 7:am so if our customer’s need the interior done we can catch them before they leave for work and we also have evening services available if customer’s want us to catch them after workWe have services scheduled every weekend of the year except Thanksgiving Weekend, the weekend following Christmas, and New Year’sWe appreciate you making your self available during the day to treat the interior when you didAt the end of the day we want to provide our customers the best solutions to their pest issuesWe are sorry, for whatever reason it was, that we were not able to meet your expectationsWe are always learning and will try to improve on our shortcomings in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I called Ms [redacted] twice and got tired of playing phone tag with them I sent them a letter last week explaining my complaint, which I also sent to the Revdex.com I have little time (if any) to try and call them again during their business hoursMy request is for Ms [redacted] to respond to my complaint, cancel my contract without penalty and issue me a full refund for services to date Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Mason [redacted] Unfortunately, I am traveling and will be out of the country until the 23rd I did try to call and the call was terminated The young lady left a voice mail and I cannot call, apparently from where I am I have no further ability to deal with this for another two weeks Even the tone of the office manager seeking to resolve things seems a bit adversarial But then, I am traveling and can only do email, and that only sporadically.Sorry for apparently being difficult
The salesperson that came to your home is the owner of the companyAt no time has he ever told anyone that we spray every crackThat would establish unachievable expectationsYou are probably referring to the interior crack and crevice treatment where we treat areas such as window sills, door thresholds, and where the plumbing enters the walls under sinksWe use mirrors in the fall and winter to inspect the foundation for any areas that rodents could use to enter the homeI do not know why the technician didn’t at least offer to treat the interiorHe has more than years’ experience in the pest control industry and with our company and he has always at least asked if the customer wanted/needed the interior treatedIf you wanted the interior done or had questions about why it wasn’t done we would have sent him back there to make sure it was taken care ofYou received your 30-day follservice by our technician manager, ***, on August 22, It wasn’t until October 3, that you let us know that you were having any issues with the serviceWe set up a free service for you when you called in and sent our branch manager out to treat your home for the wasps above the front entranceI have attached a copy of that service invoice from October 10, The reason we guarantee our service and come out for free between regular services is because we understand that not every home is going to have the same problems and there is no cure-all answerThere isn’t a pest control company in America that will claim to eliminate all pestsAgain, this sets unrealistic expectationsWe are only scheduled to come out to your home once a quarter to maintain our barriers but come out for free if there are any issues in-betweenIt is impossible for us to know that there are issues we aren’t aware of unless our customers communicate it to usYou were charged the cancellation fee because you signed up for at least a year of service at the discounted quarterly rateYou only took of those first servicesWe would rather take care of our customers than charge them a cancellation fee
Our service technician serviced the home on December 21stHe placed bait stations in the home as well as the garage and also inspected the foundation of the home for entry pointsThis was the first time that the customer let us know that they had a mouse issueWe are always happy to come out, as many times as needed, to solve a problemAfter explaining what we do for mice to the Mrswe got a call from the customer that afternoon about their miceWe offered to come out for free on December 23rd and show him what we had done on the 21st and to set a specific plan to tackle his mouse problemWhen our technician showed up for their appointment on the 23rd the son had said that both the parents had already left for the dayWe never heard from the customer until on February 15th we called the customer about a past balanceThe customer said they would send in a checkWhen a check hadn’t arrived by February 24th we called again and the customer provided a credit card to take care of the billAt no time was cancellation mentionAs company policy we always require a written note of cancellation days prior to their next service as stated in our service agreementIf the customer would have requested to cancel on February 24th he would have been reminded that we need all cancellations in writingUnfortunately we are only out at each customer’s home once every three monthsUnless our customers are willing to communicate with us and let us know they are having an issue we are unable to fully meet their expectations
I personally have contacted Mr [redacted] on more than one occasion to discuss his issues and have yet to receive a return callOn February 12, after the last receipt of this complaint, I contacted Mr [redacted] and spoke with his wife, who gave me a direct phone number to himI left a voicemail at that timeOn February 15, after not receiving a response to my first call, I called the same direct line and left another voicemail for him to call me back, which also has not been returnedI feel at this point, that in order for us to come up with a satisfactory solution, Mr [redacted] will in fact have to return our calls, and contact us directly to discuss his optionsIf he is unwilling or unable to do so, MasterGuard is unfortunately not going to be able to do much to assist himI would request that Mr [redacted] contact me at the number I have left at his earliest convenience so that we can work at resolving his issue
On March 5, [redacted] purchased a tabletop ad at [redacted] for her real estate business The estimated installation date on her purchase agreement was Fall which ended on 12/20/Item # of our contract states that the installation date is only an estimate and is not guaranteed because of the nature of the advertising medium Item #of the contract states that it is a non-refundable and non-cancellable contractMsSampson’s signature shows that she has read and acknowledged the terms of the contractPlease note that the purchase price was $not $as the complaint statesThis is the third time that Limelight Media has done the tables for [redacted] When we began this project, the installation estimate was based on how long it took to complete the tables the previous two timesWe apologize for the delay but, unfortunately, this has taken longer than we anticipated because sales have been slower than expectedWe will be manufacturing the tables for [redacted] as soon as possibleAt that time, service will be provided to Ms Sampson for the product she purchased.Limelight Media, LLC [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is an unsatisfactory resolution to my concern The company admits they there tech did something they train no to do, admits attempting to solve it in-house and admits to being aware I let them know there attempt to clean the windows was unsatisfactory and feels because they did more than they had to that this is my problem My wife and I are aware they are not a window cleaning company which is why we originally requested they reimburse us so we could hire a professionalThey insisted that when this happens they send the offending tech back to home to clean the windows to teach them to be more careful A simple refund for the reasonable amount requested will satisfy this issue Also as a side note: It was pouring rain and pitch black the day they attempted to clean the windows The tech who attempted to clean the windows was told we would call back when the sun was out to verify the cleaning was a success Regards, [redacted] ***
We sent out our tech manager the same week to take a look at the windowsHe asked to get a price, for our reference, on what it would cost to clean the outside windowsOur tech manager reported back to the officeWe called the customer and said we could send out a technician to clean them or refund them for the serviceOur technicians are trained to not spray the windows but we understand that it still sometimes does occurWhile speaking to the customer’s husband he told us that we had gotten product on their windows in the past but this time was worseIn an attempt to make the customer happy on 8/19/we sent out the same technician who sprayed the windows to clean the windowsWhile he didn’t have a ladder, he did have a foot extension pole with a squeegeeHe checked with the customer when he finished and she said that he did a great jobHe reported back to our tech manager and we considered the problem taken care of We then got a call from the customer’s husband the next week saying that we didn’t do a good enough job He now expected us to pay for his windows to be re-cleaned professionally We went out in good faith to rectify the situation, going beyond any of our service obligations, and were told we had solved the problemIf the windows were not cleaned to their satisfaction the time to voice that would have been when our technician was there cleaning them but in fact we were told that they looked greatWe have a pest control company and not a window cleaning companyWe went above and beyond to try to make this customer happy and don’t feel like it is our responsibility to pay to clean their windows
Rachel, You signed an agreement in which you agreed to service for a minimum of months and that you would give us a 30-day written notice of cancellationThis is industry standard and been company policy since the beginningIf you were having issues with bugs, as we had done in the past, we come out to take care of it at no extra chargeWe did this for you when you called in on May 16, and September 21, for reservicesYou say that the 30-day written notice wasn’t required when you tried to cancel services in the past but when we offered you a 50% discount on your service in October you decided to stay on with serviceAt no point would the 30-day cancellation come into play since you actually didn’t cancelThe real problem you have is that we wouldn’t allow you to cancel without penalty within hours of the serviceYou got so upset that you didn’t only yell at our customer service representative but you also called mean As-HoleThat makes me not want to work with you but I did give you a discounted appointment cancellation fee anywaysYou emailed your service cancellation on October 6, and your account has been cancelled going forward Sincerely, Bart [redacted]
Mr [redacted] signed a service agreement on May 15, The terms of that agreement are that “After initial one year period, service will continue to be rendered until a written 30-day cancellation is received.” Mr [redacted] called our office on April 8, 2016, and left a voice messageOur customer service representative tried to reach Mr [redacted] that day and was unable to so he left a messageSince we had not received the agreed upon 30-day written cancellation, a service technician was sent to Mr [redacted] ’s home to perform his next service on June 8, After being informed that we had not received a written cancellation Mr [redacted] refused serviceOur technician called the office to inform us that service was being refusedOur customer service representative then called Mr [redacted] to explain that we required 30-day written cancellation and that he was scheduled to take the service since that had not been receivedMr [redacted] then threatened bodily harm to anyone who was sent out from our companyMr [redacted] was put back on the route due to us not receiving any written cancellation for this appointment As of today, July 8, 2016, we have yet to a written cancellation from Mr [redacted] We can either complete the service that is in question and Mr [redacted] can provide written cancellation for future services, or a 60% cancellation fee for this service can be applied and his account will be cancelled out upon receiving that 30-day written cancellation
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Obviously they fail to see the problem. Its a simple breech of contract on there end. Please help them understand this.
Customer contacted our company for service on June 10, He signed a service agreement that continues for a minimum of months and continues at a service-to-service basis until we receive a written 30-day notice of cancellation Customer had received services prior to the winter service mentionedThe customer contacted our office after his winter service and let us know that he did not think the service was completedMasterGuard sent out another technician, for free, to ensure the service was performed to our standard and gave him a $discount for that serviceCustomer called in to cancel services on 7/15/He was sent a copy of his service agreement and was informed that MasterGuard could not cancel his appointment for 7/18/but it could be scheduled that week for a time when he was homeHe did schedule the appointment for 7/21/after 5:pm but when he read his service agreement he called back asking to move his appointment to the end of August to allow him time send in proper cancellationSince his service was due and scheduled for the week of the 18th MasterGuard was unable to do thatHe was asked if he wanted the service or if he wished to pay the appointment cancellation feeThe customer refused the service and is being charged the appointment cancellation feeThe customer provided written cancellation on 7/15/via emailDue to written cancellation not being received 30-days prior to his next service the customer is still being held responsible for this upcoming service but all future services have been terminated and his cancellation letter has been put in his fileThe address listed for our company is the location of our secure P.OBox for our customers to send payments to
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The company never provided any documentation about company polices nor do they have an office that a customer can stop at to talk to anyoneThe last attachment had my signed contract that was the only documentation that I receivedAnd not all service companies share your policies and operate like you
HI ***, First off, we have been over this issue a number of times and this is going to be our last responseWe see that you have went to every place imaginable to complain about us even going as far as to say that our business isn't a legitimate business on GoogleYou know this is not true or you wouldn't have stayed as a customers for yearsWe strive to provide the best service possible in the Pest Control industryIn fact that is why we have grown to over 6,Customers in a little over a year periodIN this situation you have to realize that we are a Pest Control companyWe get Customers all the time that come to our Company because their old company sprays the windows and the person that referred them, referred them to us because we do a better job at keeping stuff off the windowsWe try our best but we are indeed a Pest Control Company and with that comes the chance of getting stuff on the windowsIt's impossible to keep stuff off completelyWe tryHowever most people schedule their window cleaning after the Pest Control company comes to avoid problemsWe have Customers call us all the time to coordinate that Pest Service and the window cleaningIN your case you didn't and I believe after talking with you that the reason you are upset is because you are trying to sell you homeI can understand thisThat's why even though we it is not our responsibility to keep them clean we determined it would be best to rectify the situation in order to try to make you happyThe only reason we had you do the estimate was to see if it would be less than the service priceIf it was less than the service price we would have given you your money back for the serviceWe offered to give you the service for free but that wasn't good enough for youEven though we came out and did our job and deserve to be paid for the work we did we still were willing to give you the money back in order to make you happyAs for not being notified, this is not trueYou receive notifications most timesOne notification is sent several days in advance so people can plan things and the other is sent the day beforeWe know you received the one several days in advance at the very leastI think the whole problem here revolves around the fact that you are trying to sell your house so you were upset because we got something on the windows even though you know that's how it worksWe tried to solve the problemYour wife said he did a good job cleaning the windows and we thought it was overWe offered to return your money for the serviceThere is no reason that we should have to give you $for something that is a common thing that happensIt doesn't say anywhere in your agreement with the company that we would keep your windows cleanI think its sad that you chosen to try to slander our company to get your wayWe are a local company and we try very hard to do the right thing all the time or we wouldn't have offered to give you your money back and clean the windows even though it wasn't a problem that we should have been responsible forI think this is closed and I would appreciate it if you would take down your negative things you have said about usThere is no reason to try to hurt our company just to get your way
To Whom it May Concern, As per the signed service agreement that we have on file for this customer (I have attached for your reference), after the initial month agreement, a day written cancellation notice is needed to cancel servicesTo date, this notice has not been provided,which means that the customer is still scheduled for quarterly service with MasterGuard Pest ControlTo remedy this issue, since it looks like the technician was unable to complete their service in November, although it was charged (because of the lack of cancellation), I would be happy to send a technician out to the customer's home for a quarterly service free of charge in February, which would have been the next scheduled serviceOnce this service is complete, we would be able to terminate future services using this complaint as a written cancellation noticeThis allows MasterGuard to maintain their cancellation policy, but ensures that the customer is not paying for a service that they did not receiveIf the customer has any questions or concerns, they are welcome to contact me directly at ###-###-####.Regards, [redacted] MasterGuard Pest Control
Customer spoke to our customer service representative on 8/10/and received a refund on his account before we knew he had tried to contact us via Revdex.comIt is always easier to contact us first about questions or concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The position and tone of this response doesn't surprise me and only serves to prove that they will say and do many things that aren't true to collect payment for services they never delivered on I signed up for pest control and soon was absolutely dissatisfied, then got tired of unanswered calls and unprofessional customer serviceThis person responding was not in my home the evening their sales people canvassed our neighborhood Therefore, how would he know what was said and that a salesperson didn't / wouldn't misidentify and/or misrepresent terms of their 'contract' to make the deal appear more consumer friendly? The sales person was NOT clear about ANY of their cancellation language and, as I said, I asked about it and was assured I would be satisfied with their product or could 'cancel anytime'! Additionally, the majority of the conversation I had with the sales person on that night, and to the service personnel that came to my home to spray; REVOLVED AROUND TICKS! So, here again, for this company representative to say that ticks weren't EVER mentioned is simply lying He was not here when they came to my door, nor was he here when I spoke with the guys that came to our home THIS kind of attitude (in the response) and dismissal behavior -in addition to INEFFECTIVE service - confirms my belief that had I known I would NEVER have signed anything with their name on it Regards, [redacted] ***
Our office number is located on all of our service agreements and invoicesWe try to answer all calls live but return phone calls as soon as we can if we miss any of themI personally receive all the phone calls coming in from the number on our sales fliers and give any message from current customers to our customer service representatives so they can call them back, take care of any issues they are having, and then make sure they have our direct office numberIf our sales people are being dishonest we want to knowWhen Sheila spoke to our customer service representative on November 15, she offered for Sheila to speak to me and she declinedOur sales team go out and offer a discounted initial service and then quarterly services beginning days laterThe reason we do the first quarterly service days later is to break up the egg cycle of the bugs and get them under controlThis is what allows us to guarantee our serviceThe only time we don’t do a day follow up is when a customer is switching to our company from a previous service and they had been serviced within the last daysThe first year of service includes services due to the initial and quarterly servicesAccording to the copy of the service agreement that we have, that is what Sheila signed up forIt shows that Andrew offered the initial service for $and then each quarterly service for $We leave the carbon copy of that service agreement with our customers so they have one for your records and they can review itIf Sheila’s copy says differently than the one we have on file for her, we would absolutely refund her and follow up with Andrew and all of his salesThe last thing we want as a company is a sales person going out and misrepresenting our service and our companyWe haven’t had any issues with any of Andrew’s others sales and he was worked for us for multiple summers and has sold hundreds of accountsPlease let us know how we can best take care of thisThanks, [redacted]
We are sorry this has turned into a debacleWe provide our cancellation policy in the fourth line of our service agreements for this very reasonIt is industry standard to require written cancellationSince you worked in the service industry and said you how it works then this will not be new to youI have found that the majority of the service industry has this policy (I found this out when I went to cancel my gym membershipUnfortunately for me I didn’t read the page contract I signed)On top of the reasons I already shared with you on why we specifically require the written 30-day cancellation, it protects our customer’s if, for any reason, we make a mistake and service a home that had previously cancelledWe can go to their file, see the cancellation letter, and credit their account backThe email you sent us in April was received and we had sent out technicians to address the issues you were having on the insideThere is no mention of cancellation in that emailIt is not our responsibility to remind our thousands of customers when they are getting close to the end of their first year of serviceWe schedule services starting at 7:am so if our customer’s need the interior done we can catch them before they leave for work and we also have evening services available if customer’s want us to catch them after workWe have services scheduled every weekend of the year except Thanksgiving Weekend, the weekend following Christmas, and New Year’sWe appreciate you making your self available during the day to treat the interior when you didAt the end of the day we want to provide our customers the best solutions to their pest issuesWe are sorry, for whatever reason it was, that we were not able to meet your expectationsWe are always learning and will try to improve on our shortcomings in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I called Ms [redacted] twice and got tired of playing phone tag with them I sent them a letter last week explaining my complaint, which I also sent to the Revdex.com I have little time (if any) to try and call them again during their business hoursMy request is for Ms [redacted] to respond to my complaint, cancel my contract without penalty and issue me a full refund for services to date Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Mason [redacted] Unfortunately, I am traveling and will be out of the country until the 23rd I did try to call and the call was terminated The young lady left a voice mail and I cannot call, apparently from where I am I have no further ability to deal with this for another two weeks Even the tone of the office manager seeking to resolve things seems a bit adversarial But then, I am traveling and can only do email, and that only sporadically.Sorry for apparently being difficult
The salesperson that came to your home is the owner of the companyAt no time has he ever told anyone that we spray every crackThat would establish unachievable expectationsYou are probably referring to the interior crack and crevice treatment where we treat areas such as window sills, door thresholds, and where the plumbing enters the walls under sinksWe use mirrors in the fall and winter to inspect the foundation for any areas that rodents could use to enter the homeI do not know why the technician didn’t at least offer to treat the interiorHe has more than years’ experience in the pest control industry and with our company and he has always at least asked if the customer wanted/needed the interior treatedIf you wanted the interior done or had questions about why it wasn’t done we would have sent him back there to make sure it was taken care ofYou received your 30-day follservice by our technician manager, ***, on August 22, It wasn’t until October 3, that you let us know that you were having any issues with the serviceWe set up a free service for you when you called in and sent our branch manager out to treat your home for the wasps above the front entranceI have attached a copy of that service invoice from October 10, The reason we guarantee our service and come out for free between regular services is because we understand that not every home is going to have the same problems and there is no cure-all answerThere isn’t a pest control company in America that will claim to eliminate all pestsAgain, this sets unrealistic expectationsWe are only scheduled to come out to your home once a quarter to maintain our barriers but come out for free if there are any issues in-betweenIt is impossible for us to know that there are issues we aren’t aware of unless our customers communicate it to usYou were charged the cancellation fee because you signed up for at least a year of service at the discounted quarterly rateYou only took of those first servicesWe would rather take care of our customers than charge them a cancellation fee
Our service technician serviced the home on December 21stHe placed bait stations in the home as well as the garage and also inspected the foundation of the home for entry pointsThis was the first time that the customer let us know that they had a mouse issueWe are always happy to come out, as many times as needed, to solve a problemAfter explaining what we do for mice to the Mrswe got a call from the customer that afternoon about their miceWe offered to come out for free on December 23rd and show him what we had done on the 21st and to set a specific plan to tackle his mouse problemWhen our technician showed up for their appointment on the 23rd the son had said that both the parents had already left for the dayWe never heard from the customer until on February 15th we called the customer about a past balanceThe customer said they would send in a checkWhen a check hadn’t arrived by February 24th we called again and the customer provided a credit card to take care of the billAt no time was cancellation mentionAs company policy we always require a written note of cancellation days prior to their next service as stated in our service agreementIf the customer would have requested to cancel on February 24th he would have been reminded that we need all cancellations in writingUnfortunately we are only out at each customer’s home once every three monthsUnless our customers are willing to communicate with us and let us know they are having an issue we are unable to fully meet their expectations
I personally have contacted Mr [redacted] on more than one occasion to discuss his issues and have yet to receive a return callOn February 12, after the last receipt of this complaint, I contacted Mr [redacted] and spoke with his wife, who gave me a direct phone number to himI left a voicemail at that timeOn February 15, after not receiving a response to my first call, I called the same direct line and left another voicemail for him to call me back, which also has not been returnedI feel at this point, that in order for us to come up with a satisfactory solution, Mr [redacted] will in fact have to return our calls, and contact us directly to discuss his optionsIf he is unwilling or unable to do so, MasterGuard is unfortunately not going to be able to do much to assist himI would request that Mr [redacted] contact me at the number I have left at his earliest convenience so that we can work at resolving his issue
On March 5, [redacted] purchased a tabletop ad at [redacted] for her real estate business The estimated installation date on her purchase agreement was Fall which ended on 12/20/Item # of our contract states that the installation date is only an estimate and is not guaranteed because of the nature of the advertising medium Item #of the contract states that it is a non-refundable and non-cancellable contractMsSampson’s signature shows that she has read and acknowledged the terms of the contractPlease note that the purchase price was $not $as the complaint statesThis is the third time that Limelight Media has done the tables for [redacted] When we began this project, the installation estimate was based on how long it took to complete the tables the previous two timesWe apologize for the delay but, unfortunately, this has taken longer than we anticipated because sales have been slower than expectedWe will be manufacturing the tables for [redacted] as soon as possibleAt that time, service will be provided to Ms Sampson for the product she purchased.Limelight Media, LLC [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is an unsatisfactory resolution to my concern The company admits they there tech did something they train no to do, admits attempting to solve it in-house and admits to being aware I let them know there attempt to clean the windows was unsatisfactory and feels because they did more than they had to that this is my problem My wife and I are aware they are not a window cleaning company which is why we originally requested they reimburse us so we could hire a professionalThey insisted that when this happens they send the offending tech back to home to clean the windows to teach them to be more careful A simple refund for the reasonable amount requested will satisfy this issue Also as a side note: It was pouring rain and pitch black the day they attempted to clean the windows The tech who attempted to clean the windows was told we would call back when the sun was out to verify the cleaning was a success Regards, [redacted] ***
We sent out our tech manager the same week to take a look at the windowsHe asked to get a price, for our reference, on what it would cost to clean the outside windowsOur tech manager reported back to the officeWe called the customer and said we could send out a technician to clean them or refund them for the serviceOur technicians are trained to not spray the windows but we understand that it still sometimes does occurWhile speaking to the customer’s husband he told us that we had gotten product on their windows in the past but this time was worseIn an attempt to make the customer happy on 8/19/we sent out the same technician who sprayed the windows to clean the windowsWhile he didn’t have a ladder, he did have a foot extension pole with a squeegeeHe checked with the customer when he finished and she said that he did a great jobHe reported back to our tech manager and we considered the problem taken care of We then got a call from the customer’s husband the next week saying that we didn’t do a good enough job He now expected us to pay for his windows to be re-cleaned professionally We went out in good faith to rectify the situation, going beyond any of our service obligations, and were told we had solved the problemIf the windows were not cleaned to their satisfaction the time to voice that would have been when our technician was there cleaning them but in fact we were told that they looked greatWe have a pest control company and not a window cleaning companyWe went above and beyond to try to make this customer happy and don’t feel like it is our responsibility to pay to clean their windows
Rachel, You signed an agreement in which you agreed to service for a minimum of months and that you would give us a 30-day written notice of cancellationThis is industry standard and been company policy since the beginningIf you were having issues with bugs, as we had done in the past, we come out to take care of it at no extra chargeWe did this for you when you called in on May 16, and September 21, for reservicesYou say that the 30-day written notice wasn’t required when you tried to cancel services in the past but when we offered you a 50% discount on your service in October you decided to stay on with serviceAt no point would the 30-day cancellation come into play since you actually didn’t cancelThe real problem you have is that we wouldn’t allow you to cancel without penalty within hours of the serviceYou got so upset that you didn’t only yell at our customer service representative but you also called mean A
s-HoleThat makes me not want to work with you but I did give you a discounted appointment cancellation fee anywaysYou emailed your service cancellation on October 6, and your account has been cancelled going forward Sincerely, Bart [redacted]
Please see attached letter to Ms [redacted] regarding her concernsA physical copy has been mailed to her home as well
Mr [redacted] signed a service agreement on May 15, The terms of that agreement are that “After initial one year period, service will continue to be rendered until a written 30-day cancellation is received.” Mr [redacted] called our office on April 8, 2016, and left a voice messageOur customer service representative tried to reach Mr [redacted] that day and was unable to so he left a messageSince we had not received the agreed upon 30-day written cancellation, a service technician was sent to Mr [redacted] ’s home to perform his next service on June 8, After being informed that we had not received a written cancellation Mr [redacted] refused serviceOur technician called the office to inform us that service was being refusedOur customer service representative then called Mr [redacted] to explain that we required 30-day written cancellation and that he was scheduled to take the service since that had not been receivedMr [redacted] then threatened bodily harm to anyone who was sent out from our companyMr [redacted] was put back on the route due to us not receiving any written cancellation for this appointment As of today, July 8, 2016, we have yet to a written cancellation from Mr [redacted] We can either complete the service that is in question and Mr [redacted] can provide written cancellation for future services, or a 60% cancellation fee for this service can be applied and his account will be cancelled out upon receiving that 30-day written cancellation
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Obviously they fail to see the problem. Its a simple breech of contract on there end. Please help them understand this.
Customer contacted our company for service on June 10, He signed a service agreement that continues for a minimum of months and continues at a service-to-service basis until we receive a written 30-day notice of cancellation Customer had received services prior to the winter service mentionedThe customer contacted our office after his winter service and let us know that he did not think the service was completedMasterGuard sent out another technician, for free, to ensure the service was performed to our standard and gave him a $discount for that serviceCustomer called in to cancel services on 7/15/He was sent a copy of his service agreement and was informed that MasterGuard could not cancel his appointment for 7/18/but it could be scheduled that week for a time when he was homeHe did schedule the appointment for 7/21/after 5:pm but when he read his service agreement he called back asking to move his appointment to the end of August to allow him time send in proper cancellationSince his service was due and scheduled for the week of the 18th MasterGuard was unable to do thatHe was asked if he wanted the service or if he wished to pay the appointment cancellation feeThe customer refused the service and is being charged the appointment cancellation feeThe customer provided written cancellation on 7/15/via emailDue to written cancellation not being received 30-days prior to his next service the customer is still being held responsible for this upcoming service but all future services have been terminated and his cancellation letter has been put in his fileThe address listed for our company is the location of our secure P.OBox for our customers to send payments to
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The company never provided any documentation about company polices nor do they have an office that a customer can stop at to talk to anyoneThe last attachment had my signed contract that was the only documentation that I receivedAnd not all service companies share your policies and operate like you