Aptive Environmental, LLC

Mr. [redacted] contracted with Aptive Environmental on 6/21/2017 (contract attached).  Mr. [redacted] contracted with us to perform five pest control treatments at the residence located at [redacted].  In exchange for agreeing to a minimum of five treatments,...

Mr. [redacted] received a $184.28 (WA state sales tax included) discount on their first treatment.  Aptive had completed two of the five treatments, on 6/22/17 and 7/28/17 per the contract, and had not heard any complaints or requests for free warranty work to be performed when Mrs. [redacted] called on 10/18/17.   Mrs. [redacted] called and canceled the contract on 10/18/17.  Per the contract, if canceled prior to completing five treatments a reimbursement of the discounts received will be applied to the approved payment on file.  Per Mrs. [redacted]'s request Aptive cancelled the account and charged the approved card that is on file, thus adhering to the terms of the contract.

As we currently stand, you have refused our good-faith effort to resolve the issue. You have elected to close your account before completing all 5 services that were included with the FREE initial service. As such, your account has been charged the cost of the initial service. Please let us know if you decide to accept our offer; a 50% discount off your next service which can be scheduled for any Monday. We will also credit that $229 payment towards future service.

Dear [redacted] Family,The manager you spoke with is Isaac, he is the Service Manager. I am so sorry to hear about your experience with. I will go ahead and waive the balance due on the account and I'll give you a call well. My name is Robert H[redacted], I'm the Branch Manager. Thanks,Rob H[redacted]

It is common for new customers to see an increase in pest activity for the first 2 to 3 weeks.  This is stated in the service agreement.    As the customer has stated, there was a reservice scheduled for 6/30/2017 as an anytime appointment.  This means that our service...

technician may arrive anytime between 8 AM and 6 PM.  He arrived at the customers home at 1:26 PM and treated the exterior of the home.   The customer's quarterly treatment was scheduled for 7/13/2017, also as an anytime appointment.  The customer called into the office at 10:41 AM for a time frame and was told 330-530.  This appears to have not been communicated to the service professional.  The service professional had a note to provide an hour call ahead.  The service professional left a note saying he had done so, but he arrived at 2:17 PM, which was before the estimated time frame.  Because the customer was not home at this time the service professional did not treat the home.   We are willing to schedule this appointment again at a time that works best for the customer.  The branch manager reached out to the customer on 7/14/2017 and left a voicemail. Please see the attached agreement for information.

To whom to may concern:I have looked into the account and have found the account under the name [redacted]. The service agreement and welcome letter which are attached were signed and initialed by [redacted] was also sent an agreement to his email right after signing. The service includes an...

initial service and 4 quarterly services for a total of 5 services. The first service was discounted to $49 dollars from the normal $229. The quarterly prices after that are $109. We did refund one of the charges of $109 as a courtesy. Part of the agreement that was signed states that if you cancel your agreement before the all the services are completed, we ask that you pay the difference in the discounted price for the intial service and what it normally costs, which would be a fee of $180. Our service does have free unlimited reservices if there is still pests in a consumers home, because it is pest control and does require regular and mutliple services.

Mrs. [redacted] has called in before when we have answered the phone right away and she has had to leave a message before which we responded to promptly. Mrs. [redacted]e's first bill was sent one day after her first service on 7/12 and then again on 7/25 and again on 8/3 and again on 8/10 until we finally...

received payment on 8/16. I am not sure how that appointment got canceled if she did not call to cancel it. Aptive is more then willing to send someone (even our service manager) out today or tomorrow to service your home free of charge. Aptive fully intends to do whatever will make Mrs. [redacted] a happy customer and uphold our end of the agreement. Aptive fully intends to hold Mrs. [redacted] to the contract she agreed to and signed.

On 8/12/2017 the customer, [redacted], signed a 12-month service agreement that included 5 total services.  The five services included one initial service and four quarterly services.  As part of the agreement, our company gave Ms [redacted] a discount on her initial service.  Our...

initial service is typically priced at $229, but we gave her a discounted price of $49 with the understanding that she would complete her 12-month agreement.  The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service.   In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service.  This welcome letter highlights key points in the agreement including the length (12 months), price, and initial discount fee.  The welcome letter was signed by Ms. [redacted], and our service technician Brooke Deemer, at the time of the initial service on 8/14/2017 stating that the welcome letter had been covered and the customer understood each of the points.   When our technicians came to the home for subsequent visits, the customer refused service.  Our customer service rep spoke with the customer on 10/30/2017, and explained the initial discount reimbursement fee.  The customer said they would call back.  The customer refused another service on 11/6/2017.  At that time we closed the account and applied the initial discount fee as called for by the service agreement.  We are willing to reopen the account and complete the original agreement.  This would allow us to remove the initial discount reimbursement fee.  If the customer does not want to finish the original agreement, we just ask that they reimburse the discount given.

Mr [redacted],We are sorry for your dissatisfaction with the service that we have offered thus far. With our services at Aptive we have our initial services and then, Quarterly services.  The Initial treatment is a flush out treatment, we spray 1FT By 1FT around the base of your home and...

granulate into the yard, spot treating up to 30 feet out from the home. This service takes care of 70% to 80% of the pest that you're currently seeing. We come back about 30 days later to get rid of the rest of the pests and the eggs that have hatched. We do this by using a different product, spraying 3FT by 3FT around the base of the home and treating out into the yard with granules. We also re-sweep the eaves as we do every time we come out for service. Some pest take more services to control and so we do offer free unlimited re-services, to make sure that we can get the issue under control. It can be a frustrating process, but we as a company will continue to service until we have conquered the goal. Part of the process may be using different products as pests can become immune to the products we have already have used. Our main concern at Aptive to make sure the customer knows there house is under warranty at all times. We want to make sure that there is no pests getting on the inside of the home. If we can have our service manager come back out to service Mr. [redacted]'s home, I believe that we can solve any issue.  Thank you,Kyle

To Whom It may Concern,  My name is Trevor M[redacted], Branch Manager for Aptive Environmental Orange County, after reviewing the account I see we have dropped the ball when the customer stated she was having ants indoor on 10/13/2017. Our goal is to deliver WOW with every customer...

interaction and address issues as they appear. When the customer called in with ants indoor protocol is to send someone out to address the issue, regarding the 7-10 wait period we ask customer to wait for the residual affect of the material to take affect. But in Mandy issue with ants in the kitchen we should have sent someone out immediately. I will be removing the amount due because of this and making sure the customer has a zero balance on the account. The account itself has already been cancelled and will be addressing issues like this with my staff to continue to grow and better ourselves..  Thank You Trevor M[redacted] Branch Manager

Great goup of people, polite and courteous, and on time.

This is only my first service, but Roger M. was polite, speedy, informative, and professional. He made sure to remember all the important details. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However this is a extraordinary assumption for our conversation has not yet taken place. 
Sincerely,
[redacted]

Response to Complaint #[redacted]:   On May 21, 2016, one of our route managers approached Mr. [redacted] and signed him up for a one year service agreement with Aptive Environmental.  The service agreement is for one year and includes the Initial service plus four seasonal treatments over the...

course of a year and then continues on a quarter to quarter basis.   All terms of the agreement are discussed at the time of signing and then, once a convenient start date and time are chosen, the Initial service is booked and subsequently, the signed service agreement is emailed to each customer for review.  Two days later, on May 23rd, our service professional performed Mr. [redacted]’s initial treatment.  Prior to executing the first service, each professional presents a “Welcome Letter” from Aptive which covers all of the key points of the service agreement, including the discounted price of the Initial Service and the pricing of each quarterly service.  The document, along with the original service agreement, also explains the process for cancelling an account prior to fulfilling the agreement, which includes paying back the initial discount given on the first service.  The welcome letter is then initialed by the person who receives the initial treatment by the six key points discussed and then signed and dated at the bottom, confirming the receipt and understanding of the welcome letter.  A physical copy of this is left with each customer for review as well.   The process of going over a service agreement and welcome letter help to ensure that each customer understands the agreement and what they will receive with Aptive Environmental’s seasonal treatment plan.    To this date, we have received no other complaints or agreement disputes about Mr. [redacted]’s route manager, Michael A[redacted], who has proven to be reliable and forthright in helping to build our routes and customer base here in Aptive’s Cincinnati location.   Upon speaking with the customer, he admits he may have misunderstood the agreement terms and did not understand he was paying anything more than the $99 plus tax for the entire year.  This is something he has done on his own for years and would not have signed up for reoccurring charges.  We have settled the account between us reasonably at this point with the closure of his account.  I have asked Mr. [redacted] to please contact us in the future if he encounters a pest problem which he does not think he can control, as Aptive would love to have him as a customer to help solve his pest control needs, now that he understands the service better.

We apologize for the issue. We aim to offer quality service and would love to make this right.We are glad to hear that you were pleased with the initial service on June 12 and saw the reduction in ant activity. You had accepted a $130 discount on the normal initial service price and agreed to a...

total of 5 services over the next 13 months in exchange for the $130 discount.A quarterly service was scheduled for October 13. We notified you via phone call, text message, and email on the morning of October 10 asking you to keep the back gate unlocked so we can service the full property on October 13. We serviced your home on October 13, however the back gate was locked. Our Service Professional serviced what he could, then marked your invoice asking you could call the office to schedule service to complete the backyard.You claim to have called at closing time on Thursday, but the voicemail message was scrambled and we did not receive your name nor phone number. We had no way of knowing who to call back.You called in on October 23 to close the account. We have reviewed the recorded phone call and would like to clearly communicate and reaffirm our desire to resolve the issue. The expectations from our service are that you will see a significant reduction in pest activity. Our guarantee is that we will come back for free to take care of any ongoing pest issues. The first time that you contacted us about ongoing pest issues was on October 23. As an act of good faith to resolve the issue with the backyard and spiderwebs, we offer to schedule a free reservice and we also offer a $30 credit toward future services.However, if you refuse us the opportunity to resolve the issue and if you intend to cancel service rather than accepting our good faith offer, then your account will be charged the $130 discount that you accepted on June 12. I have attached a copy of the 'Service Agreement' and the 'Welcome Letter' for your consideration. Both documents outline the terms regarding the $130 discount, as well as our guarantee to ensure customer satisfaction.We would much rather treat your home and help you fulfill the terms of the 'Service Agreement.' Please advise of how you wish to proceed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I don't know what they mean by accepting the $170 discount and would gladly accept a refund for payments made to Aptive but a $0 balance due and a closed account is accepted. I wish they would have been easier to work with instead of responding with "you have a contract " every time I called.
Sincerely,
[redacted]

[redacted], First off, I am so sorry about the delayed response and that you had a negative interaction with one of our sales representatives. If possible I would like to try to get more information from you so that I can talk to the individual about what happened. It pains me that you...

would have a negative interaction with a sales rep with aptive.  Please call my office at your earliest convenience: 913-894-2847.  Best Regards,  Blake C[redacted]Aptive Environmental - KC913-894-2847

Our quarterly service is an exterior treatment and the inside is included upon request at no extra charge when or if needed. As before, we are happy to transfer the service to your new property address and provide the treatment there if you would like.

To whom it may concern:I am sorry for any confusion we might have caused but every time we received a request to cancel your account we have tried to respond with a confirmation phone call from one of our office staff. On each occasion we left a voicemail on the phone number attached to the account....

With no confirmed cancellation with the customer the account remained open. We are now contacting you through email and would be more then happy to resolve your concerns through email if that is more convenient.

We have received very professional and friendly service from Joshua W.

I have attached our service agreement and welcome letter in response to this complaint. Per our agreement we have no such service listed in our target pests and specialty pests sections. In fact in no area of our agreement does it state that we treat for mosquitoes. We have no individual named Tyler...

that sold the [redacted]'s this service agreement. Upon receipt of the first service we perform a welcome letter that goes over our scope of service. This has been attached. It appears Mr. [redacted] signed and initialed this document. Regarding the ant issues we are happy to come out this week and take care of any ant issue around the home. What day would work best for the [redacted]'s?