Critter Ridder

This letter addresses complaint [redacted] filed on 9/29/by [redacted] On or about 8/28/2014, I received a call from [redacted] on behalf of her client, regarding her unhappiness regarding a job we had performed at her client [redacted] 's residenceShe claimed that attempts to contact my company had gone unreturnedI immediately reached out and left a message for the client, which went tuffeturnedI followed up with the customer and got her on the phone soon afterI have included copies of phone logs to support my phone calls to Ms [redacted] During the conversation, I asked the customer why, if she was so upset with my firm, that she had made no attempt to contact me directly through the main contact number, which is listed our business card, the invoice and contract that she provided with her complaint, and all over our websiteThere is also a "contact the owner" function on our websiteShe had no answer to that Whatsoever I then asked her if she was hearing noises in her attic and if there was anything in the traps, to which she replied, "No." Her main frustration was that she was not confident that since one entry point bad not been sealed during the first pass, that others may still be open (note, once she identified the missed entry point, we promptly followed up and sealed it)In response to her complaint, I offered to meet with her personally to check out the situationI assured her that now that I was aware of the situation, I would personally oversee the work moving forwardHer response was that she would consider this offer and get back with me before taking any further action She did not contact me, and without notice, charged back the FULL amount of the contractIn NO way did I abandon the jobMy phone logs PROVE thatI have included the email that the client chose to omit, which describes her happiness with the cleanup portion of the jobFurthermore, bait stations that we installed were destroyed by her dog and removed at her request The follow up bids that the client obtained show NO graph, photographs and/or description of the supposed unsealed areasThe supposed "unsealed areas" is written in the client's handwriting, not the service providerFurthermore, it is obvious per the descriptions and bids that most, if not all of the work was done properly, as the bids are much lower than if they were required to do all of the work from scratchIn this industry "openings" is a VERY subjective termWhat can appear to be an opening or gap in wood may not lead into the atticAlso bids from ABC pest control makes NO references to unsealed entry points Also I do not understand how the client can claim that the job was at any time abandoned In the emails she provided, my representatives clearly responded to her issues via email within hoursAfler the emails, the client makes no reference to attempting to contact us, until her realtor reaches out in late AugustAgain I respond directly within hours How can she in any way claim that my firm has abandoned this project or are not living up to the terms of the contract? And again, once the client had the information, she without a doubt, had my direct line and chose NOT to contact me to discuss a fair and amicable solution At this point the client has ALL of her money back, and per her own omission, at a minimum a MAJORITY of the work has been performedShe was contacted directly by the owner and CHOSE not to reach out to me with further comments or requestsIn NO WAY did I abandon this jobWith her having a 100% refund, I'm not even sure what she would have me do to satisfy this complaintIn my opinion, the customer owes me at minimum, a portion of the money that she charged back for work that was done in good faith and without a chance to re-address to appease the customerI remain open to resolving the issue with the client in order to get final resolution and close this eventI am also willing, to address any perceived entry points should the client pay for the work per the contract Sincerely, [redacted] Critter Ridder

This letter addresses complaint [redacted] filed on 9/29/14 by [redacted]
On or about 8/28/2014, I received a call from [redacted] on behalf of her client, regarding her unhappiness regarding a job we had performed at her client [redacted]'s residence. She claimed that attempts to contact my...

company had gone unreturned. I immediately reached out and left a message for the client, which went tuffeturned. I followed up with the customer and got her on the phone soon after. I have included copies of phone logs to support my phone calls to Ms. [redacted].
During the conversation, I asked the customer why, if she was so upset with my firm, that she had made no attempt to contact me directly through the main contact number, which is listed our business card, the invoice and contract that she provided with her complaint, and all over our website. There is also a "contact the owner" function on our website. She had no answer to that Whatsoever.
I then asked her if she was hearing noises in her attic and if there was anything in the traps, to which she replied, "No." Her main frustration was that she was not confident that since one entry point bad not been sealed during the first pass, that others may still be open (note, once she identified the missed entry point, we promptly followed up and sealed it). In response to her complaint, I offered to meet with her personally to check out the situation. I assured her that now that I was aware of the situation, I would personally oversee the work moving forward. Her response was that she would consider this offer and get back with me before taking any further action.
She did not contact me, and without notice, charged back the FULL amount of the contract. In NO way did I abandon the job. My phone logs PROVE that. I have included the email that the client chose to omit, which describes her happiness with the cleanup portion of the job. Furthermore, bait stations that we installed were destroyed by her dog and removed at her request.
The follow up bids that the client obtained show NO graph, photographs and/or
description of the supposed unsealed areas. The supposed "6 unsealed areas" is written in the client's handwriting, not the service provider. Furthermore, it is obvious per the descriptions and bids that most, if not all of the work was done properly, as the bids are much lower than if they were required to do all of the work from scratch. In this industry "openings" is a VERY subjective term. What can appear to be an opening or gap in wood may not lead into the attic. Also bids from ABC pest control makes NO references to unsealed entry points.
Also I do not understand how the client can claim that the job was at any time abandoned In the emails she provided, my representatives clearly responded to her issues via email within 24 hours. Afler the emails, the client makes no reference to attempting to contact us, until her realtor reaches out in late August. Again I respond directly within hours
 
How can she in any way claim that my firm has abandoned this project or are not living up to the terms of the contract?
And again, once the client had the information, she without a doubt, had my direct line and chose NOT to contact me to discuss a fair and amicable solution.
At this point the client has ALL of her money back, and per her own omission, at a minimum a MAJORITY of the work has been performed. She was contacted directly by the owner and CHOSE not to reach out to me with further comments or requests. In NO WAY did I abandon this job.. With her having a 100% refund, I'm not even sure what she would have me do to satisfy this complaint. In my opinion, the customer owes me at minimum, a portion of the money that she charged back for work that was done in good faith and without a chance to re-address to appease the customer. I remain open to resolving the issue with the client in order to get final resolution and close this event. I am also willing, to address any perceived entry points should the client pay for the work per the contract
Sincerely,
[redacted]
Critter Ridder

The following addresses [redacted] response to the complaint I filed on 09/29/14. My complaint had three main components. (1) Critter Ridder’s failure to respond to my requests to follow through on checking traps and bait boxes. (2) Its failure to finish the two major services it promised to do – exclusion work and feces clean-up in my attic. (3) Mr. [redacted] hostile and intimidating communication in our 08/29/14 phone conversation and in his 09/26/14 voicemail message. Mr. [redacted] response minimally addresses my complaints.Instead, it focuses on his version of our 08/29/14 phone conversation and his interpretation of my subsequent actions. Mr. [redacted] response is primarily another attempt to blame the customer. I had a witness listening to my entire 08/29/14 phone conversation with Mr. [redacted], and I’d like to correct just one of the many inaccuracies in his response. Based on his assertion that the work was done, I concluded our conversation by stating that “I need to consider my options” and would get back to him.I then learned that Mr. [redacted] has a history of complaints about contracted work not being performed by his company, along with his hostile, intimidating treatment of customers.I subsequently asked two companies to determine whether the exclusion work was completed and if not, to provide estimates to do the job. Both companies found multiple missed entry points. Their estimates included resealing any entry points Critter Ridder had sealed and sealing any additional entry points that Critter Ridder had missed. I hired ABC to do the work in October. (ABC provided me with a diagram of 8 missed entry points it sealed). I asked ABC to estimate the cost of the work Critter Ridder had performed. Based on this, I am willing to pay $600 to resolve this matter. As the police advised me not to initiate any contact with Critter Ridder, my REALTOR will forward my letter to Critter Ridder regarding the payment terms (see attached). I consider this matter resolved and reiterate my request that Critter Ridder never contact me again.