Edge Pest Control

Thank you for your response Note that on the agreement in Article it states the following, "ACCESS TO THE PROPERTY The Customer grants The Company's service technicians access to the property for the purpose of performing periodic services If the customer is unavailable to provide access to the technician, the exterior of the home will be treated to the extent it is accessible, including without limitation the front exterior, and the Customer will be charged the regular service fee." Nowhere on the agreement does it state not to do the backyard nor does it state that rodent bait was not to be placed inside the fenceBecause this is not on the agreement it is not a breach of contract As stated previously the payment made on 6/30/in the amount of $was made through our customer portal online This was not made over the phone Note that we have listened to the recorded call and in that call we let the customer know that she would need to pay through the portal or call after each service to make a payment as she was not on automatic payment We were not aware that the customer has paid through her bank's bill pay system As explained previously, bill pay takes long to process as the customer bank first deducts the amount from the customers bank account and then send a check in the mail to us This can take approximately 2-weeks before we receive the check Once again, we later received the check on 7/17/ Because the customer overpaid us, this is not breach of contract Last, the customer signed up for a year of services The customer has not received all of these services, therefore, the customer has not allowed us to take care of the rodent issue according to the agreement This is not breach of contract If anything, the customer is in breach of contract for not allowing us to perform the services according to the agreement The agreement also states that Edge cannot be responsible for re-invasion from neighboring properties, however, our EdgeGuard Re-service Guarantee states"Edge Pest Control guarantees to return and retreat the problem area(s) of your home between scheduled regular services for free, upon request." Once again, we are more than willing to return for free as needed to take care of any problem areas We have added a credit on the customers account in the amount of one full service so that the next service on 10/5/if free of charge We are willing to come out sooner if needed If *** would still like to cancel she would need to call the office and the full 50% early termination fee would be required

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement. We strive to make sure our customers understand all of the terms and conditions related to our service at the time the
agreement is signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began A copy of the contract is included for ease of reference as well as the recorded phone call that clearly covers all detailsThe customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreement These statements would have informed the customer of the policies relating to the cancellation or trial period There was no fraud in the inducement, as the customer had time and opportunity to review all of the terms, which were clearly set forth in the AgreementAdditionally, a copy of the Agreement was given to the customer on August 11, 2016, immediately after the agreement was signed. *** called us on 8/10/at 9:59am *** called through Networx, a company that provides us with leads Note that this is not the only avenue of collecting leads for Edge as we also use other companies and other methods *** chose this option Individuals may always call Edge directly at 303-935-EDGE (3343) The details provided by *** in the complaint are not correct At no time did *** state that she wanted a one-time service The service expert clearly explained that the the regular price is $but that he would be giver her a rolling discount of $off each service, lowering the price to $ He stated that after the initial service the next service would be days later and from there on would be every quarter It is also very clear that he stated the first year would be services and the second year would be services for a total of services Again at no time did *** state she wanted a one-time service The recorded call is attached for reference In the call the service expert also states that if they ever move within the service area that the service would transfer for free but if they needed to cancel for whatever reason we would ask them to cover half of what is left As mentioned previously, *** also signed for this cancellation policy directly on the attached service agreementThe $is not the full contract value As stated previously, each service was quoted at $ With services remaining that would be $ As stated in the call and the agreement we only ask them to cover half or 50% which is $ Based on the facts in the recorded calls and the service agreement Edge will not be making any changes to the balance owed We would love to continue servicing as *** agreed to in the recorded call and in the service agreement, however, if denied the early termination fee would need to be paid or the account would be sent to a collections agency

Complaint: ***
I am rejecting this response because: I most certainly did call for a one time service and was tricked into additional services that I did not need or request Edge's product managed to KILL every friendly critter in my yard and surrounding areaEverything EXCEPT the wasps; which is the ONLY thing I called about in my call on 8/10/ I refuse to be held hostage by a business practice that tricks people into services they do not request or want And furthermore, in order for there to be an "agreement", the customer would need to have received a copy of the agreement in a timely manner to review to determine if the customer is truly in agreementAccording to their own admission by the Edge representative on the phone 8/23/the customer would have three (3) days from the service date; which was 8/11/and per their contract the customer would have three (3) days to cancel The agreement or service contract was not delivered to me for review or to be able to cancel until thirty-five (35) days from the date of service; which is most certainly well beyond the days, and per their "service agreement": "You, the buyer, may cancel this transaction at any time prior to midnight of the third business day after the date of this transactionIf the buyer cancels the transaction before midnight of the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service." That discounted amount was $ I received a copy of the "service agreement" on 9/14/ I initialed and signed for the service that I received on 8/11/16, and received a copy of the invoice; I initialed and signed for the "free" returning service on 8/23/16, and received a copy of the invoice I am willing to pay the discounted amount of $ I am not willing to pay anything above and beyond $10.00, nor will I be held hostage for services that I did not request and have no intention of rendering or be threatened with collections.
Sincerely,
*** ***

Thank you for sharing the customer concerns with us We would like to address the issues raised and resolve and misunderstanding of the service agreement Attached is a copy of the service agreement that was signed for reference As can be seen the agreement is for year of
services which includes an initial service plus regular services The agreement clearly shows in the 'Service Schedule' section a calendar and shows that multiple charges will occur Also, in the Billing section it separates the price of the initial service and the regular services, clearly indicating multiple charges. We strive to make sure our customers understand all of the terms and conditions related to our service at the time the agreement is signed Our sales representatives are extensively trained to explain the key terms of the agreementWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth The terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began.The customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term. ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreement.These statements would have informed the customer of the policies relating to cancellation There was no fraud in the inducement, as the customer had time and opportunity to review all of the terms, which were clearly set forth in the Agreement Additionally, a copy of the Agreement was given to the customer after the agreement was signed Also, on 6/24/a customer care representative called the *** residence and followed up with the first service and let them know that the next paid visit would be weeks after the initial service and that they would be able to call and request a re-service if they were still experiencing issuesAttached is the recording of this messageOnly six days after this phone call on 6/we received a call requesting us to return and retreat This call indicates that the *** did receive our message.We apologize for the misunderstanding Edge Pest Control is willing to return and retreat as needed to take care of any pest activity, however, if the *** would like to discontinue they would need to pay the early termination fee of just 50% (not 60% as indicated in the original complaint)

Complaint: ***
I am rejecting this response because although Edge has offered several times to return and re-service for wasps, the wasp problem has persisted since April despite Edge's having previously returned to perform re-services There is no reason to believe that now they will be able to control the wasps.However, I will pay the $just to terminate this UNSATISFACTORY service
Sincerely,
*** ***

Please contact the Sandwich Police Department for further information regarding the "arrest" Once again, *** was not arrested As you can see on their page it shows any citation as an arrest We have spoken to the Chief of Police about this and because this is misleading that is why they dropped the charges Again, no changes will be made as the charges were dropped and the service agreement has nothing to do with these charges, especially as it was not in the city that the customer residesIf you visit the Sandwhich Police page you will notice that they post traffic citations as "arrests" Note that the customer is pointing out comments online from random individuals about him "lurking" around As a door to door sales rep going from home to home, it may appear as "lurking" however, he is simply doing his job Note that other comments online include the following:He was nice to me, not to pushyAgain, as the charges were dropped, since we have now registered in the city of Sandwhich, and since this misunderstanding took place in a different city than which the customer, Ms*** resides, the contract will still be fully enforced

Complaint: ***
I am rejecting this response because:Whether it was a misunderstanding or misrepresentation it is like the LifeLock commercial that has the pest control "monitor" diagnose terminates in the home and the owners ask if he can fix it and he says nope I only monitor the problemAs a child fall through the terminate infested stairs LifeLock asks, "why monitor a problem if you won't fix it?" I have a vole and bee/wasp problem that Edge can't fix and has progressed to snakes in and around my homeEdge originally represented you could you could fix my situationI trusted and paid you a year now and it still has not improved! Edge, is your solution for me to pay you for a service you can't fix and pay another company that can take care of my pests and keep my children safe? I don't know how many families can afford a service that does not fix the problem and still hire another contractor at the same timeI don't think *** *** as Edge's owner intended to trick people into a service they don't need or you can't fix but in this case it has happenedI understand things happen but please understand where my family and I are coming from tooWe need to fix this and that requires someone that can get the job done
Sincerely,
*** ***

Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the terms of the agreement and the early termination feeAs indicated Mr* *** signed up for services on June 27, with one
of our sales representativesHe had signed for two years of services which includes an initial treatment plus eight quarterly treatmentsThe initial service was scheduled and later performed that same day on June 27, at 1:37pmBoth the interior and the exterior of Mr* ***’s home were treatedAs one of the many ways that Edge Pest Control ensures that its customers understand the service schedule, our customer care representatives will call each customer approximately one to two weeks following their initial service and give the following message: Hi Customer's name, this is ________ with Edge Pest Control, calling to follow up on your initial service and just see how everything went. I hope you were able to watch our welcome video which explains a bit about the service. If not, there is a link to the video in the email you received when you signed upYour next paid regular service will be weeks after your initial service and is tentatively schedule for Date of ServiceThis service is critical to breaking the hatching cycle and controlling any persistent pest activity around your homeAfter that, we will return every weeks to maintain those pest barriers around your homeI also wanted to advise you that it is common to see an increase of pest activity between these two services because our products make the nesting areas inhospitable. If the pest activity does not start to decrease after the second service, we would love to come out and service your home again. The great thing about our service is that we do offer free re-services, and we would love to take care of you, so please call if neededOur phone number is ***. Thank you for trusting us to take care of you. Have a great day! On July 3rd, at approximately 5:26pm one of our representatives called to follow up and give the above mentioned message. Attached is the service agreement for Mr* *** The service agreement is simple and very clear. A calendar on the service agreement shows multiple payments of 129.99, with the first in June. This is different than the initial service, as the initial service cost was The initial service invoice indicates what had been performed, how much product was used, how much the service cost, and when the next service will be performed (July). Also, the customer signed the invoice accepting the initial service and details thereinIn the welcome video (see attached link to welcome video) the service schedule is clearly explained at approximately minute and seconds into the videoWe also take numerous steps to make sure that the terms and conditions of the service are clear. The term length of the agreement is very clearly indicated on the first page of the two page service agreementTo ensure that there is no confusion, we require customers to initial once by the term of the agreement, which reads, "This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term." The customer initialed next to this statement. Please see attached service agreement. In the same section as the term length is a calendar indicating recurring payments. Three more initials/signatures are also required on all service agreements. The customer initial next to our option for automatic payment withdrawl. This statement says the following "I *** *** authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services provided. This authorization will remain in effect until Edge Pest Control has received written notice from the authorized parties and has a reasonable opportunity to act on it. I understand this automatic payment will continue to recur for each regular service. I also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occurs. I will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performed. The next initial is for our cancellation policy that states the following, "If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value." This statement also indicates that recurring services will be performed. Finally the customer signs stating that they understand all terms outlined in the agreement. Mr* *** signed and initialed next to all mentioned statementsAfter Mr* *** signed up for services, a copy of her service agreement, along with a link to the welcome video (http://www.edgepestcontrol.com/welcome-to-edge/) was sent to the email address he provided to us *** Mr* ***s homes backs up to an open space It was explained to him as part of the service agreement that Edge Pest Control promises to control his pests, however, we "cannot guarantee against re-invasion of these pests from neighboring properties" Edge Pest Control promises to return and retreat in between Mr* ***s regular visits for free upon request and has done so as Mr* *** has requested On February 9, Mr Blair spoke with a manager regarding his frustrations During this time Mr* *** claimed that he no longer would like to continue with services due to the pest activity at his home The manager, without seeing any of the activity offered to return and retreat for free multiple times before his next regular service which is scheduled for March The manager also offered to give the March service for free and crediting Mr* ***s account $ Mr* *** agreed to this On 2/10/an experienced specialist was sent to Mr* ***s home and found no visible vole activity. Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms of the service agreement are fully understood We believe that the offer of the free regular service in March was not necessary after inspecting the property but will honor our word and still provide the next regular visit free of charge At this point, we will continue to return and retreat as needed, however, we will not waive any early termination fees if Mr* *** desires to cancel the service and no refunds will be given

Thank you for your response Although we admit to a "misunderstanding", we do not admit fault for this misunderstanding Note that the agreement was emailed immediately after the customer signed up Note that the day right of refusal period is not a policy set forth by Edge Pest Control This policy is a federal policy, governed by the state of Utah Once again, we'd like to point out that the agreement was signed and sent to the customer on 6/17/at 6:35pm Ther service was later performed on 6/18/at 1:51pm giving the customer more than hours to review the service agreement prior to the service Once again, along with the agreement was a link to our welcome video that was sent to the customer at the same time This video explains the service very clearly. If Mr*** *** has dementia and legally cannot make decisions, we would simply ask for proof of these two things and we would be willing to have the *** pay back the discounts they have received on the two services that have been rendered and cancel out the account with no further fees The *** received a $discount on the initial service and a $discount on all regular services, for a total of $ If proof cannot be provided, we would not be able to make any changes Proof can be sent to [email protected]

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement. We strive to make sure our customers understand all of the terms and conditions related to our service at the time the
agreement is signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreement He confirmed that he did not lie to the customer and at no time did he tell the customer that he would be able to skip services but did state that the service can be rescheduled to a more convenient day, if necessary, but does need to remain close to the original date to maintain the pest barriers In addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began. A copy of the contract is included for ease of reference The customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreementThese statements would have informed the customer of the policies relating to the cancellation or trial period The service agreement also shows a calendar which shows the dates of the services throughout the year Note that the customer purchased the one year plan Skipping services would make the term length go longer than a year and would also sacrifice the integrity of the service itself as the products used provide a barrier of up to days We apologize for any misunderstanding in what the service expert said and what your expectations were The service schedule is also explained in the welcome video that is shown to all customers prior to doing the initial service A link to the video is also sent in the initial email sent to the customer Attached is the service invoice from the first service Herb signed the invoice in the "Welcome Video" section acknowledging that her understood and watched that video The whole service that Edge does is designed around this schedule and the products that we use Because of this we are unable to waive the early termination fee We are more than willing and would prefer to reactivate the account and continue the week servicing cycle The next service would be tentatively scheduled for 9/22/ Since services have been rendered, there would only be remaining services Again we apologize for any misunderstanding

Thank you for sharing the customer concerns with us We would like to address any misunderstanding with the service and our processesNote that we Mr*** did sign up for our service on 5/4/at 3:12pm Attached is is service agreement for ease of reference. Our sales
representatives are extensively trained to explain the key terms of the agreementWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forth The customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term. ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreement. The initial service was later performed on 5/5/at 2:05pm Attached is the invoice that shows the times of arrival and departure from the vehicles which is GPS tracked On 5/12/an Edge representative called the *** to follow up on the initial service and see how things went This is the only phone call we have to or from the *** phone number.On 6/2/we returned and performed the second service Note that the invoice was signed by Mr*** This service was month after the initial service, however, Mr*** stated he called to cancel after weeksAgain, Edge does not have any record of Mr*** calling to cancel. On 8/25/we returned and performed the third service Mr*** currently has services remaining in his service agreement As mentioned previously, the terms of the service agreement state that if a customer cancels prior to completing the initial term, they would be responsible for 50% of the remaining contract value At this point Mr*** would have to pay and additional $to cancel the account We have searched our call database multiple times and have not been able to find any phone calls from the *** numbers We also do not have any record of an early termination fee being paid It is apparent that Mr*** does not want to receive any further services Edge has therefore cancelled his account and will email and mail the invoice for $for the 8/service that was not paid for as well as the $invoice for the early termination fee to him directly Note that if Edge has been made aware of any on going pest issue we could have come out for free to address these issues as pest control is not an exact science Edge does offer unlimited free re-services for situations such as this

Thank you for your response Edge Pest Control has been in direct communication with the Consumer Protection Division of UtahIn the Home Solicitations Sales Act, Section 70C-5-102(5) it states the following: (5) The buyer may not cancel a home solicitation sale if:(b) the seller in good faith makes a substantial beginning of performance of the contract before the buyer gives notice of cancellation In Utah Rule 152-11-it states that the above mention code trumps anything mentioned in Rule 152-11- As mentioned, the agreement is clear and states the the customer would pay back the $discount We agree that cancelling does me cancelling We would also point out that cancelling means that Ms*** is not accepting the discount and therefore is required to pay it

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement We strive to make sure our customers understand all of the terms and conditions related to our service at the time the agreement is
signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing began A copy of the contract is included for ease of reference. The customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term. ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreement. All the sections mentioned below are zoomed in on as the customer signs so that they know what they are signing for Note that the first initial clearly states that the service would be renewing.The customer also has been misinformed regarding the Utah State laws for Home Solicitation Sales Please refer to Title 70C Chapter Section which clearly explains the requirements.Attached is a copy of the service agreement that Ms*** signed, a copy of the signed service invoice, and a screen shot of Ms *** account which shows that the service agreement was sent to her Note that when all customers sign up they are sent a welcome video that explains the service in detail The service schedule is also explained Ms*** signed and acknowledged that she had watched this video Ms*** also fails to mention that as she spoke to a manager, he told her that if we receive her letters and that they are dated within the first days of signing up, we would lower the fee to just $60, which is the amount of the discount she received on the initial service.On June 27, we received the letters that were dated 6/and 6/ A manager called and let her know that we had received the letters and lowered the fee The phone call is attached. While we would prefer to work directly with customers to resolve any misunderstanding quickly, without additional cost, should the customer choose to retain legal counsel, we are willing to discuss the matter with their legal counsel once we receive written instructions from the customer indicating the name of the legal counsel and the customer’s desire to have us communicate with legal counsel regarding the matter At this time, no changes will be made to Ms *** account and the $balance will not be waived

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement. We strive to make sure our customers understand all of the terms and conditions related to our service at the time the
agreement is signedOur sales representatives are extensively trained to explain the key terms of the agreement, including the right of refusal and cancellation policyWe have spoken with the sales representative and he confirmed that he properly explained the terms of the agreementIn addition, the service agreement outlines all of the terms of the service and ensures that the obligations of the parties are clearly set forthThe terms which the customer claims were misrepresented were clarified in clear language which the customer had to initial and sign before servicing beganA copy of the contract is included for ease of reference. The customer reviewed and signed four places on the contract, including the following statements: I. Term- This agreement is for the term specified in each of the service types included below that automatically renews at the end of each specified term ii. If for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract value iii. I understand that this agreement is for the terms outlined in the Service Types section aboveYou the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction. If the buyer cancels the transaction before midnight on the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial serviceThe terms and conditions are a part of this agreement.Mr*** signed up for service on 8/30/16, not 8/27/as indicated in the complaint Service was later performed on 9/1/at 5:37pm as indicated on the attached invoice The Specialist finished the service at 6:09pm According to the National Weather Service, the sunset in Seattle on 9/1/at 7:49pm Note that the service was completed over an hour priorThe service was also rendered by the Branch Manager, the most experienced specialist for the branch As mentioned in our welcome video that is sent to all customers, and that Mr*** signed saying he saw this video, pest control is not an exact science and the initial service, sometimes called the "clean out" service, can sometimes cause an increase in pest activity as the product is an irritant The service is designed to flush the insects from their hiding places to then get in contact with the productThe ants in the pantry and garage are not a bad thing and usually are taken care of prior to the next scheduled service which is automatically schedule month after the initial service. On 9/13/Mr*** called and asked that we return again to take care of the above mentioned ant issues He stated that he wanted the manager to come out but at no time stated that he did not want us to come at a certain time and did not say that he wanted a different person Specifically in the phone conversation with one of our customer care specialists we informed Mr*** that a time window was not scheduled and that the specialist would simply call approximately minprior to arrival Mr*** agreed that this would be just fine No service was performed on 9/17/as Mr*** refused to allow the branch manager to treat. We are confident that we can get the ants under control by following the servicing schedule We are more than willing to return and retreat in between quarterly visits if the ant activity becomes unbearableIf Mr*** would like to discontinue and no longer receive any future services he would be required to pay 50% of the remaining contract value Mr*** signed up for years, or services and has only completed one of those services With remaining services, the early termination fee would be $ This balance will not be waived and no refunds will be made as the full service was rendered on 9/1/by the branch manager We apologize for any misunderstanding with who was sent out for the last visit Edge was merely trying to comply with the request to send the manager out Again, at no time was a specific time requested but rather it was made extremely clear that the specialist would call min prior to arrival

Complaint: ***When I cancelled this Edge within the 3- period, it cancels the contract!!! That means they have no right to come back on me and ask for more money. The contract does not exist and no money is owed. Edge has no legal right to bill me, sue me, send it to collections--yet they are doing it. I want them to cease all collection efforts on the $which is not owed on a contract that no longer exists. They have no legal standing to badger me with bills and threats of collection. I followed the law. They did not by not giving me a copy of the contract at point of sale at my home and not giving me notice that I had three days to cancel--a Utah Law
Sincerely,
I am refusing to accept your response because I cancelled the contract within the three day period as allowed by law. Edge acknowledged receiving it. Edge is still billing me $and threatening to send it to collections (ruin my credit) and charge me extra fees based on the contract. I paid the $for the pesticide I received--which was the amount they told me it would be.
*** ***

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding of the service agreement.On 4/4/*** called us and spoke with *** as indicated She was signed up for services (year) The initial price was
discounted to $and the four regular services were discounted to $each All details were explained very clearly including the early termination feeThe recording is attached for reference At no time did *** and the service expert discuss movingOriginally *** recommend the year package, however, *** stated that she did not want to be locked for that long just in case she is not satisfied At this point, the service expert explained that he would do the year plan for herAgain at no time did they discuss moving If a customer does move within the servicing area we would transfer the service at no cost, however if the customer moves out of the servicing area they are responsible for the early termination fee or paying back the discounts they received on the services already rendered In the case for ***, the discounts for the first three services received is more than the $early termination fee. Based on the recording attached and the attached service agreement we will not make any changes to the fee We are more than willing to return if the account is reactivated If reactivated, the customer would have to pay for the next service which would be 10/7/

Complaint: ***
I am rejecting this response because:They claim I didn't enter into another agreement for an additional two weeks After our two weeks ran out and I spoke to multiple people on the phone saying they could come out for another two weeks for free and SIGNED AN AGREEMENT stating such, they failed to come out, even after multiple attempts to schedule appointments In addition to this, nothing addresses the poor service we received otherwise when new mole hills would pop up not ten feet away from the current set traps, but they weren't marked or set with traps I still very much feel that after my money was received they felt their job was done and performed the bare minimum tasks
Sincerely,
*** ***

Thank you for your response Once again, the phone call of Ms *** moving up the service has been provided It is not a matter of her remembring, but a matter of fact and proof that she did so We are more than willing to return and retreat any problem areas for free in between regular visits as has already been offered as well as return for free to look at any issues with the lawn as mentioned by Mr*** However, if the account remains closed, the early termination fees will remain as is according to the terms of the agreement Again, both service agreements, the invoice for the free reservice on 4/19/as well as the phone call of Ms*** moving the service up have beenincluded and attached in this response Based on these facts, no changes will be made

Thank you for sharing the customer concerns with us We would like to address the issues raised and resolve any misunderstanding of the service agreement Attached is a copy of the service agreement that Mr*** signed In the body of the agreement it states the following,
"Please InitialIf for any reason you are not able to fulfill the obligation associated with the service types included in this agreement, you will be required to pay 50% of the remaining contract valueMr*** signed this section The cancellation policy does not state that Mr*** is unable to pay as mentioned in his complaint, but rather states that you are unable to fulfill the obligation. Edge Pest Control does not have a money back guarantee Pest control is not an exact science Edge Pest Control has designed a service program that will be beneficial to most customers In some instances it is required to return and retreat problem areas Edge Pest Control provides a re-service guarantee where we would return and retreat for free as many times as needed to take care of any problem areas Mr*** only had us come out one additional timeWhen speaking to a manager it was offered to return and retreat but Mr*** refused Unfortunately, Edge Pest Control will not be willing to refund the fee that Mr*** has paid We are more than willing to re-open the account and return and retreat as needed, for free, before the next service that was scheduled for 9/9/If Mr*** refuses to allow us to return for free the fee that was paid would remain

Thank you for sharing your concern with us. We apologize for any misunderstanding which may have occurred relating to the terms of the agreement As indicated Ms*** signed up for services on May 20, with one of our sales represntativesShe had signed for two years of services
which includes an initial treatment plus eight quarterly treatmentsThere is a total of services the first year and services the following year. The initial service was scheduled and later performed that same day on May 20, at 2:12pmBoth the interior and the exterior of Ms*** home were treated. Attached is service report for the service performed on that day Note that all vehicles are tracked via GPS and that product usage, including locations and amounts are tracked as well On the service report it clearly indicates that the attic was treated as well as many other places such as over gallons of product used in the following areas: Exterior: Under Porch/Deck, Foundation, Doors and windows, Landscape areas, Eaves, yard fixtures, soil areas, fence line, driveway, and more.Interior: Garage, Kitchen, Basement, Attic, bathrooms, and more. Please note that Ms*** also signed the attached service report indicating that she accepted the service that was performedMs*** called on 5/to discontinue her service As stated on the service agreement, directly under Ms*** signature, "You, the buyer may cancel this transaction prior to midnight of the third business day after the date of this transaction If the buyer cancels the transaction before midnight of the third business day and service was rendered, the buyer is responsible to pay the discount received on the initial service." Ms*** agreement shows that she received a $discount on the initial service Please note that Ms*** paid this on 6/20/ During Ms*** call on 5/it was offered to return and retreat any areas for free that she felt were not performed adequately She declinedAt this point, we would not be willing to lower or return the fee that was paid by Ms***