Hello, *** *** called into our office on 8/17/complaining about the technician that arrived at his home wasn't prepared with a tall enough ladder to get into his attic as well as a few other problems the customer was seeing at time of serviceOne of our office staff spoke to him and offered
him a free service to get us back out there to make sure everything was taken care of and to have one of our lead technicians to come so that they make sure it is 100% taken care of due to the inconvenience at first service*** refused the service and stated he wanted to cancelHe wouldn't listen to any of the options we gave him to make it rightSo, per our guidelines as stated on the agreement that *** signed on 6/1/states that there is an early termination fee if the agreement is cancelled earlier than stated amount of time of agreementCrazy Frog LLC front office staff did the requirements and told *** about the early termination fee being $to end agreement early since no other offer was accepted by ***Nothing was resolved and the conversation endedLater the exact same day, the agreement was terminated by Crazy Frog knowing the issues that *** had after further review by management, Shelbi A***We terminated his entire agreement out with no additional fees charged onto accountThe only services *** was charged for is for the services performed and completed on 6/4/and 8/12/Once the account was terminated, management called *** on 8/17/and left a message stating that we have waived his termination fee and to call with any additional questionsWe have not yet heard from *** and assumed he was happy with the waiving of termination fee
The resolution that Crazy Frog performed was to cancel out ***'s agreement with no fee and to cancel all future services
Thank you,
Shelbi A***
Crazy Frog LLC
Mr*** emailed us on March asking to cancel his serviceWe did respond quickly asking *** his reasoning he responded that he was still seeing ants and would like to go back to his old companyWe did go on to explain that we do offer a service guarentee and could come back out for free as
many times as it took because ants are very persistant and we wanted to make sure we figured our the best way to eliminate his antsThe emails went on to explain that Crazy Frog uses the best products there is and this is a job we could handleWhen Mr*** continued to refuse services and any solution we had to help take care of his ant concern we had to remind him that he did have one more service left in his agreement and if we did cancel outside that agreement there would be in early termination fee attachedMr*** signed the agreement with his salesman on 5/21/and service guidelines with his technician at the time of the first service agreeing to months and paid servicesBoth of these documents talk about our service guarentee
Ms *** received her first service at her home on 5/25/All of our company vehicles are tracked via GPS and each job is time stamped by the technician when arriving and leaving the propertyThe technician that completed this initial service was at the home for minutes, 6:53- 7:54pmThere
was no service completed on 7/20/as the customer is claiming, this is just a statement of her monthly billing cycle being applied to her account, and has since been refunded per the customer's requestAt this point we have not violated the contract, and the early termination fee has been applied and explained to the customer
Looking over the customer's account it does show that we spoke with them on the phone and have addressed and resolved all of their concernsShe no longer has a balance and her account with us has been closed
Complaint: ***
I am rejecting this response because: in regard to the initial service, and the GPS tracking, perhaps the tech and his truck were there during that entire time, but he must have just been sitting in the truck for approxminutes because he spoke with me, performed the service, and concluded the paperwork with me in minutesAs to the second service, I did not say it was performedI said their email indicated service had been performed on the date indicated, which I knew had not been done.I believe Crazy Frog Pest Control is in violation of this contractThey have been paid for the work they actually performedAs a good business practice, they should officially terminate this contract and agree that the issue is concluded
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***
I am rejecting this response because: The salesman never mentioned a cancellation fee, amount or anything!! I told him that I wasn't sure about this company and only wanted the service until the end of the year and he agreedEverything asked for he agreed to it. Service for months, yesI agreed to amount, he said yesI ONLY SIGNED A BLANK LINE ON AN IPAD FOR THE AMOUNT OF SERVICENOTHING ELSE WAS DISPLAYEDTHE SALES PERSON INDICATED THIS WAS FOR THE AMOUNT OF SERVICE ONLY! The response from the company is a TOTAL LIE! THEY COPIED MY SIGNATURE FROM THE IPAD on to a contract I did not agree too! I NEVER SAW A CONTRACTI felt highly pressured to sign up for this one time deal. Very, very high pressure sales person who did not take no for an answerI will be turning this company in to the *** *** *** *** and the *** *** *** *** for preying on senior citizens
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: they are a company that does business deceptively Every time I have talked to anyone I am told one thing and they do something else I think they should have their business license revoked.Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The Boise office of Crazy Frog may have deleted me once I finally got it through their heads that I did not owe them any money. I pointed out that the copy of the original invoice they had me sign electronically (which their receptionist "Cassie" emailed me a copy of when I called them in Late Feb) did not indicate in any way a penalty fee if I cancelled early. THey have a dude come to your home, sign you up on a hand held computer, tell you that you can give it a shot and cancel if you don't want, but NEVER said anything about an early canx fee. Once she found out that I knew the invoice did not have a early termination clause, she then went on to tell me that I must have got one of their earlier computer invoices that did not have the early penalty fee. She said their invoices now have that clause. Total bunch of CRAP. They were attempting to roust a couple of hundred bucks out of me and when I told them I would sue them as they had no legal right to charge me the fee, she apologized and told me my account would be closed. She sent me email confirmation and that was it. The fact that they now seem not to know who I am does not surprise me in the slightest. I will contact the *** ** *** to let them know about this totally unscrupulous outfit.
Sincerely,
*** ***
I have reviewed this complaint and account for *** *** *** called into our office on 9/20/concerning moving and that they would update their address once they are settled inCurrently the account is on hold until we receive their confirmation with the new addressCrazy Frog can
easily move services to a new location at anytime during the agreement at no hassle and no feeIf agreement is asked to be terminated before the end of the initial period term then Crazy Frog Pest Control asks that the agreement be completed by either finishing the last services or paying for the rest of the agreementThe agreement was signed on 6/27/with an initial period of monthsCurrently if the agreement needs to be cancelled at this time then a fee of $would be asked to be paid which reflects remaining services as well as any past due balances reflecting in the accountIf moving the account to *** ***'s new address in not an option for them than we will be willing to drop the early termination fee as well as the reflection of any past dues in account to a flat fee of $
Thank you,
Shelbi A
Manager
Crazy Frog Pest Control
On 12/13/2016, we spoke with *** *** about his account and the concerns he had regarding pest*** *** account was further reviewed and canceled out the same day 12/13/because we were unable to fully satisfy his pest control needs
Hello,
I have reviewed *** *** account and I apologize for any issues and frustrations this is causingIt looks like there was a lot of miss communication and I do apologize for thatI see in your account that back on 6/14/*** *** called into our office to discuss her account
and agreementIt was dealt with by one of Crazy Frog's office staff's and the appointment that was scheduled on 6/25/was not suppose to be a billed treatmentI have fixed this issue and credited *** *** card on fileI also have a note in the account to do not renew the agreement once the previous one has endedI have made sure this will happen once the month term is fully finished per the agreement signed by *** *** on 5/12/that I have attached
Thank you,
Shelbi A
Crazy Frog
We received this customer's concerns and have cancelled their account at no charge to compensate for previous miscommunication and their dissatisfaction with the service
On 03/03/Mr*** signed a month agreementThis agreement outlines in detail what services the customer will be recievingMr*** outlines that we this service would be months with servicesThis agreement also out lines the cost of service for Mr*** homeWe did the initial
service on 03/05/we returned as stated in the agreement days later for the first quarterlyWhen Mr*** came to us with concerns of the cost of these services we went ahead and dropped his price for him and offered to push the services out until the Spring As a company, we do these service agreement to better prepare ourselves for our customers with products and to make sure we have enough staff to service these homesIf we were to cancel this agreement there would be a early termination feeThis fee comes from the original discount we gave the customer for signing a months with service agreement with us
We have contacted *** *** regarding her statement about calling within the day cancellation window per Idaho lawShe has given us the correspondence that she has and we have verified it on all outlets on our end and have deemed her account cancelledThis was taken care of on 10/10/and *** *** was notified via voicemail regarding this resolution.
Thank you,
Crazy Frog LLC
The company did not show up at the scheduled time. I waited until 7:25p on the day they were suppose to show up at 7:00p. If they did show up my sercuity cameras would have picked it up. As I told them I am not satisfied with their work and their lack of being professional. Their is no point for me to continue their service. As I stated before, the gentleman that sold me the service said I could cancel at anytime (with out penalty). And I would be refunded if I was not satisfied. And as you can tell and I am not satisfied all with this company. I no longer feel comfortable letting this company around or in my house; due to their lack of professionalism. So again their is no point in continuing this service.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have reviewed this complaint and have looked into this account. [redacted]'s account has already been dealt with through our company. Our company took action and froze her account once all information provided by customer and salesman were gathered. We put [redacted]'s account on hold until we got...
all information gathered which means that she was not going to be scheduled and/or charged for any services until this matter was solved. We started this matter on 8/6/16 when customer contacted our company. We found that the salesmen and customer had misinterpreted information which caused a disconnect when the office was contacted about the customer wanting to cancel all services. We put her account on hold from 8/6/16-8/16/16. On 8/16/16, [redacted]'s account was officially closed out with no additional charges or appointments scheduled.
Thank you,
Shelbi A[redacted]
Manager
Crazy Frog, LLC
Our services are completed in accordance to a quarterly schedule. After the initial treatment we return 1-2 months later to complete the first quarterly service to break up the pest egg cycle. After this we return roughly every 90 days for quarterly treatments. This schedule is tentative and is...
subject to change due to weather circumstances and customer scheduling conflicts. our Customer [redacted] received his initial service at his home on 5/31/16 and then his first quarterly service on 7/23/16. He was then scheduled for his second quarterly roughly three months later and it was completed on 10/29/17 in accordance to the schedule. Following this October service Mr. [redacted] was due for his third quarterly around the date of 1/29/17 and he was put on the schedule for 2/14/17. On 2/13/17 we spoke with Mr. [redacted] on the phone and he requested to cancel any further services, so his service the following day was then cancelled. We informed him that he was in an agreement for 5 services/12 months and if he wished to continue with the cancellation, we ask that he repay us the initial discount that was given to him at the time of sale, as outlined in the agreement that he signed. On 6/15/17 we spoke again with the customer and he again requested to cancel service without completing his last two quarterly services outlined in the agreement. We informed him that a charge for that initial discount given to him would be applied to his account at this time. Due to the refusal of service and refusal to complete the agreement, on 6/15/17 this charge was applied to Mr. [redacted]'s account.
On 06/29/16 Ms. [redacted] signed a 12 month/5 service agreement. On 06/30/16 we serviced [redacted]'s home and returned to her home as stated in the agreement on 07/30/16 to do the first quarterly. [redacted] called our office on 07/29/16 to ask about her monthly billing and wanted to hear from her...
salesman. Our salesman emailed Ms. [redacted] explaining that her monthly cost is her quarterly cost split up over three months. On 09/29/16 called in still confused on why she was being billed every month and at that point her account was moved to "pending cancellation" until we resolved the concern. The manager at the time once again explained the monthly billing and how her quarterly cost was split up over three months. [redacted] had been charged on 06/30/16 for her start service, then over the next three months for her quarterly service that was performed on 07/30/16. In November when she called we refunded her for October and November since we had not been to her house to do her next quarterly because we were waiting to hear back from her regarding her billing. In February we again tried to contact [redacted] via email to get her on the schedule. On 04/05/17 Ms. [redacted] called us again wondering why her account was not closed. When trying to explain to Ms. [redacted] that we have been waiting for a response, [redacted] started to scream, curse and make personal attacks at the office staff and call them stupid. After many attempts asking [redacted] to please not yell and communicate in a professional manner, she continued to yell, so we hung up. After that she called back and she was much more calm but insisted on talking to a supervisor. When she found out that the person she was talking to was in fact the supervisor she refused to talk. At this time, her agreement was discussed with her and she was informed that if she were to cancel early there would be an early termination fee which is the original discount we gave her from $299.00. She then continued to call various times, each time screaming at our office staff. At this point, as an office, we decided to only communicate with her via email because talking on the phone was only leading to our office staff being verbally abused. [redacted]'s mom called and we told her multiple times that we were unable to discuss anything on [redacted]'s account because she (the mother) was not on the account. On 05/01/17 our office supervisor contacted [redacted] after emails of [redacted] requesting that we call her. At this time she continued to yell and make personal attacks against our office staff. We did discount [redacted]'s early termination fee for her in hopes to come to a compromise. As an office we have spent over 3 hours and many emails trying to accommodate [redacted] without breaking the agreement.
Hello, *** *** called into our office on 8/17/complaining about the technician that arrived at his home wasn't prepared with a tall enough ladder to get into his attic as well as a few other problems the customer was seeing at time of serviceOne of our office staff spoke to him and offered
him a free service to get us back out there to make sure everything was taken care of and to have one of our lead technicians to come so that they make sure it is 100% taken care of due to the inconvenience at first service*** refused the service and stated he wanted to cancelHe wouldn't listen to any of the options we gave him to make it rightSo, per our guidelines as stated on the agreement that *** signed on 6/1/states that there is an early termination fee if the agreement is cancelled earlier than stated amount of time of agreementCrazy Frog LLC front office staff did the requirements and told *** about the early termination fee being $to end agreement early since no other offer was accepted by ***Nothing was resolved and the conversation endedLater the exact same day, the agreement was terminated by Crazy Frog knowing the issues that *** had after further review by management, Shelbi A***We terminated his entire agreement out with no additional fees charged onto accountThe only services *** was charged for is for the services performed and completed on 6/4/and 8/12/Once the account was terminated, management called *** on 8/17/and left a message stating that we have waived his termination fee and to call with any additional questionsWe have not yet heard from *** and assumed he was happy with the waiving of termination fee
The resolution that Crazy Frog performed was to cancel out ***'s agreement with no fee and to cancel all future services
Thank you,
Shelbi A***
Crazy Frog LLC
Mr*** emailed us on March asking to cancel his serviceWe did respond quickly asking *** his reasoning he responded that he was still seeing ants and would like to go back to his old companyWe did go on to explain that we do offer a service guarentee and could come back out for free as
many times as it took because ants are very persistant and we wanted to make sure we figured our the best way to eliminate his antsThe emails went on to explain that Crazy Frog uses the best products there is and this is a job we could handleWhen Mr*** continued to refuse services and any solution we had to help take care of his ant concern we had to remind him that he did have one more service left in his agreement and if we did cancel outside that agreement there would be in early termination fee attachedMr*** signed the agreement with his salesman on 5/21/and service guidelines with his technician at the time of the first service agreeing to months and paid servicesBoth of these documents talk about our service guarentee
Ms *** received her first service at her home on 5/25/All of our company vehicles are tracked via GPS and each job is time stamped by the technician when arriving and leaving the propertyThe technician that completed this initial service was at the home for minutes, 6:53- 7:54pmThere
was no service completed on 7/20/as the customer is claiming, this is just a statement of her monthly billing cycle being applied to her account, and has since been refunded per the customer's requestAt this point we have not violated the contract, and the early termination fee has been applied and explained to the customer
Looking over the customer's account it does show that we spoke with them on the phone and have addressed and resolved all of their concernsShe no longer has a balance and her account with us has been closed
Complaint: ***
I am rejecting this response because: in regard to the initial service, and the GPS tracking, perhaps the tech and his truck were there during that entire time, but he must have just been sitting in the truck for approxminutes because he spoke with me, performed the service, and concluded the paperwork with me in minutesAs to the second service, I did not say it was performedI said their email indicated service had been performed on the date indicated, which I knew had not been done.I believe Crazy Frog Pest Control is in violation of this contractThey have been paid for the work they actually performedAs a good business practice, they should officially terminate this contract and agree that the issue is concluded
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***
I am rejecting this response because: The salesman never mentioned a cancellation fee, amount or anything!! I told him that I wasn't sure about this company and only wanted the service until the end of the year and he agreedEverything asked for he agreed to it. Service for months, yesI agreed to amount, he said yesI ONLY SIGNED A BLANK LINE ON AN IPAD FOR THE AMOUNT OF SERVICENOTHING ELSE WAS DISPLAYEDTHE SALES PERSON INDICATED THIS WAS FOR THE AMOUNT OF SERVICE ONLY! The response from the company is a TOTAL LIE! THEY COPIED MY SIGNATURE FROM THE IPAD on to a contract I did not agree too! I NEVER SAW A CONTRACTI felt highly pressured to sign up for this one time deal. Very, very high pressure sales person who did not take no for an answerI will be turning this company in to the *** *** *** *** and the *** *** *** *** for preying on senior citizens
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: they are a company that does business deceptively Every time I have talked to anyone I am told one thing and they do something else I think they should have their business license revoked.Sincerely,*** ***
Complaint: ***
I am rejecting this response because: The Boise office of Crazy Frog may have deleted me once I finally got it through their heads that I did not owe them any money. I pointed out that the copy of the original invoice they had me sign electronically (which their receptionist "Cassie" emailed me a copy of when I called them in Late Feb) did not indicate in any way a penalty fee if I cancelled early. THey have a dude come to your home, sign you up on a hand held computer, tell you that you can give it a shot and cancel if you don't want, but NEVER said anything about an early canx fee. Once she found out that I knew the invoice did not have a early termination clause, she then went on to tell me that I must have got one of their earlier computer invoices that did not have the early penalty fee. She said their invoices now have that clause. Total bunch of CRAP. They were attempting to roust a couple of hundred bucks out of me and when I told them I would sue them as they had no legal right to charge me the fee, she apologized and told me my account would be closed. She sent me email confirmation and that was it. The fact that they now seem not to know who I am does not surprise me in the slightest. I will contact the *** ** *** to let them know about this totally unscrupulous outfit.
Sincerely,
*** ***
I have reviewed this complaint and account for *** *** *** called into our office on 9/20/concerning moving and that they would update their address once they are settled inCurrently the account is on hold until we receive their confirmation with the new addressCrazy Frog can
easily move services to a new location at anytime during the agreement at no hassle and no feeIf agreement is asked to be terminated before the end of the initial period term then Crazy Frog Pest Control asks that the agreement be completed by either finishing the last services or paying for the rest of the agreementThe agreement was signed on 6/27/with an initial period of monthsCurrently if the agreement needs to be cancelled at this time then a fee of $would be asked to be paid which reflects remaining services as well as any past due balances reflecting in the accountIf moving the account to *** ***'s new address in not an option for them than we will be willing to drop the early termination fee as well as the reflection of any past dues in account to a flat fee of $
Thank you,
Shelbi A
Manager
Crazy Frog Pest Control
On 12/13/2016, we spoke with *** *** about his account and the concerns he had regarding pest*** *** account was further reviewed and canceled out the same day 12/13/because we were unable to fully satisfy his pest control needs
Hello,
I have reviewed *** *** account and I apologize for any issues and frustrations this is causingIt looks like there was a lot of miss communication and I do apologize for thatI see in your account that back on 6/14/*** *** called into our office to discuss her account
and agreementIt was dealt with by one of Crazy Frog's office staff's and the appointment that was scheduled on 6/25/was not suppose to be a billed treatmentI have fixed this issue and credited *** *** card on fileI also have a note in the account to do not renew the agreement once the previous one has endedI have made sure this will happen once the month term is fully finished per the agreement signed by *** *** on 5/12/that I have attached
Thank you,
Shelbi A
Crazy Frog
We received this customer's concerns and have cancelled their account at no charge to compensate for previous miscommunication and their dissatisfaction with the service
We did talk to Mrs*** and we came to a common resolution and her account was closed
On 03/03/Mr*** signed a month agreementThis agreement outlines in detail what services the customer will be recievingMr*** outlines that we this service would be months with servicesThis agreement also out lines the cost of service for Mr*** homeWe did the initial
service on 03/05/we returned as stated in the agreement days later for the first quarterlyWhen Mr*** came to us with concerns of the cost of these services we went ahead and dropped his price for him and offered to push the services out until the Spring As a company, we do these service agreement to better prepare ourselves for our customers with products and to make sure we have enough staff to service these homesIf we were to cancel this agreement there would be a early termination feeThis fee comes from the original discount we gave the customer for signing a months with service agreement with us
We have contacted *** *** regarding her statement about calling within the day cancellation window per Idaho lawShe has given us the correspondence that she has and we have verified it on all outlets on our end and have deemed her account cancelledThis was taken care of on 10/10/and *** *** was notified via voicemail regarding this resolution.
Thank you,
Crazy Frog LLC
The company did not show up at the scheduled time. I waited until 7:25p on the day they were suppose to show up at 7:00p. If they did show up my sercuity cameras would have picked it up. As I told them I am not satisfied with their work and their lack of being professional. Their is no point for me to continue their service. As I stated before, the gentleman that sold me the service said I could cancel at anytime (with out penalty). And I would be refunded if I was not satisfied. And as you can tell and I am not satisfied all with this company. I no longer feel comfortable letting this company around or in my house; due to their lack of professionalism. So again their is no point in continuing this service.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have reviewed this complaint and have looked into this account. [redacted]'s account has already been dealt with through our company. Our company took action and froze her account once all information provided by customer and salesman were gathered. We put [redacted]'s account on hold until we got...
all information gathered which means that she was not going to be scheduled and/or charged for any services until this matter was solved. We started this matter on 8/6/16 when customer contacted our company. We found that the salesmen and customer had misinterpreted information which caused a disconnect when the office was contacted about the customer wanting to cancel all services. We put her account on hold from 8/6/16-8/16/16. On 8/16/16, [redacted]'s account was officially closed out with no additional charges or appointments scheduled.
Thank you,
Shelbi A[redacted]
Manager
Crazy Frog, LLC
Our services are completed in accordance to a quarterly schedule. After the initial treatment we return 1-2 months later to complete the first quarterly service to break up the pest egg cycle. After this we return roughly every 90 days for quarterly treatments. This schedule is tentative and is...
subject to change due to weather circumstances and customer scheduling conflicts. our Customer [redacted] received his initial service at his home on 5/31/16 and then his first quarterly service on 7/23/16. He was then scheduled for his second quarterly roughly three months later and it was completed on 10/29/17 in accordance to the schedule. Following this October service Mr. [redacted] was due for his third quarterly around the date of 1/29/17 and he was put on the schedule for 2/14/17. On 2/13/17 we spoke with Mr. [redacted] on the phone and he requested to cancel any further services, so his service the following day was then cancelled. We informed him that he was in an agreement for 5 services/12 months and if he wished to continue with the cancellation, we ask that he repay us the initial discount that was given to him at the time of sale, as outlined in the agreement that he signed. On 6/15/17 we spoke again with the customer and he again requested to cancel service without completing his last two quarterly services outlined in the agreement. We informed him that a charge for that initial discount given to him would be applied to his account at this time. Due to the refusal of service and refusal to complete the agreement, on 6/15/17 this charge was applied to Mr. [redacted]'s account.
On 06/29/16 Ms. [redacted] signed a 12 month/5 service agreement. On 06/30/16 we serviced [redacted]'s home and returned to her home as stated in the agreement on 07/30/16 to do the first quarterly. [redacted] called our office on 07/29/16 to ask about her monthly billing and wanted to hear from her...
salesman. Our salesman emailed Ms. [redacted] explaining that her monthly cost is her quarterly cost split up over three months. On 09/29/16 called in still confused on why she was being billed every month and at that point her account was moved to "pending cancellation" until we resolved the concern. The manager at the time once again explained the monthly billing and how her quarterly cost was split up over three months. [redacted] had been charged on 06/30/16 for her start service, then over the next three months for her quarterly service that was performed on 07/30/16. In November when she called we refunded her for October and November since we had not been to her house to do her next quarterly because we were waiting to hear back from her regarding her billing. In February we again tried to contact [redacted] via email to get her on the schedule. On 04/05/17 Ms. [redacted] called us again wondering why her account was not closed. When trying to explain to Ms. [redacted] that we have been waiting for a response, [redacted] started to scream, curse and make personal attacks at the office staff and call them stupid. After many attempts asking [redacted] to please not yell and communicate in a professional manner, she continued to yell, so we hung up. After that she called back and she was much more calm but insisted on talking to a supervisor. When she found out that the person she was talking to was in fact the supervisor she refused to talk. At this time, her agreement was discussed with her and she was informed that if she were to cancel early there would be an early termination fee which is the original discount we gave her from $299.00. She then continued to call various times, each time screaming at our office staff. At this point, as an office, we decided to only communicate with her via email because talking on the phone was only leading to our office staff being verbally abused. [redacted]'s mom called and we told her multiple times that we were unable to discuss anything on [redacted]'s account because she (the mother) was not on the account. On 05/01/17 our office supervisor contacted [redacted] after emails of [redacted] requesting that we call her. At this time she continued to yell and make personal attacks against our office staff. We did discount [redacted]'s early termination fee for her in hopes to come to a compromise. As an office we have spent over 3 hours and many emails trying to accommodate [redacted] without breaking the agreement.