Edge Pest Control

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.On 5/the customer originally called and thought they had a vole issues The Edge service expert explained what the service would entail for that and set up service for the following day 5/16/ Upon arrival our specialist let the customer know that it was actually moles and therefore did not perform the service and did not charge the customer for this visit On 5/the customer called again and this time inquired about moles The service expert then explained our mole service and clearly explained that the service is only for weeks The service expert explained that the initial cost covers the initial visit plus up to mole catch and that any additional catch within that weeks after the first catch would be $per catch The customer seemed to understand The service expert also explained that we do have an on going service that is a on going recurring service every weeks, however, the customer did not want that and only wanted the week service The call ended by the customer saying she needed to confirm with her husband and she would call us backWithin min the customer called back and clarified that the service was weeks only The service expert stated that we do not guarantee that we will catch the mole but did state that in most cases we will catch the mole It is very clear in this call that the service expert states that the service is only good for weeks and we do not guarantee a catchNote that Edge did do one more free service for the customer approximately month after the initial service The initial service was performed on 5/and the last service was performed on 6/ Again, this was not something we had to do as the call was clear that the service was only weeks of coverage, but we did want to take care of the customer, therefore, set up an additional service. Based on the signed agreement and the recorded phone calls we will not be refunding anything at this time

Thank you for your responseFirst, note that the service agreement does not say anything regarding the method of taking care of the pests We do, however, provide all customers with a welcome video that explains how we treat We do not spray lawns as part of our pest control services We do granulate lawns as indicated in our video and in our initial response On the last service on 9/17/we used over pounds of granulation The granulation is a fine, sand like product that is not very visible to the eye, as it is designed to fall to the thatched layer of the grass to take care of anything that might be nesting thereEdge offers our Edge Guard Product Guarantee that states we will use only the best products on your home Note that the fact we were called for service indicates that you were still having issues with pests while receiving treatments from another company Also, as stated previously, *** has just started service with us As mentioned in our welcome video it is common to see an increase of pest activity at the beginning of any treatment cycle as the product is designed to flush out any existing pest activity and get them in contact with the product that has been appliedWe apologize if these expectations were not set correctly, however, we stand by our product and service Edge services more than 45,customer and has become one of the largest pest control companies in the nation and worldWe have done this because of our premium service Once again, there is a balance of $on *** account as part of the early termination fee If not paid the balance would be sent to a collections agency for further processing We would love to reactivate the account and continue servicing to get rid of the existing activity if possible A service would be required to be completed now but can set up additional free re-services as needed to eradicate any pest activity

Attached is a screen shot showing the $charge from 7/29/ Edge keeps very detailed record of all accountsAttached is also a phone call from 6/9/form the billing manager calling the *** leaving a voicemail about the balance and collectionsAgain, we apologize for any misunderstanding but no changes will be made

Complaint: ***
I am rejecting this response because:First of all our attic was not treated ,who is to say he didn't just dump the treatment out some place , our property is 1/of an acre and he only sprayed the roof and f the house , I had to ask the tech to spray our basement which is only square feet , he didn't do the crawl space , Or spray around the perimeter of our home , They did not live up to our Contract agreement and I was not happy at all , I did pay them the $fee to save my credit but I would like it returnedThis company is a scam and I hope they don't sucker anyone else .
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because the inside service that was provided was insufficient and not as promised The initial service was excellent -- however, subsequent inside service was poor and did not address the mouse issues specifically promised I
repeatedly asked to be notified by e-mail of the service dates and times, and that has not been provided (for example, an e-mail stating, "You are scheduled for full service on July 20th between the hours of AM and PM." My concern is that the individuals sent out to my residence have no idea what is going on regarding my mice issues The service technicians need to be fully briefed on what is going on so they don't show up and not treat the issues
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 meI find it extremely poor customer service on their part, but as per their request, I have paid the $for the service in October, and consider the matter closed
Sincerely,
*** ***

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 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 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 8/14/immediately after the agreement was signed. The software used to generate the service agreement zooms in on each section that the customer needs to sign The areas that were signed have been mentioned above We apologize if we may have missed any of the no soliciting postings We have passed this on to our marketing team who will make special effort to avoid your neighborhood in the future, however, the service agreement is still valid. Please note that Mr*** has been receiving service for approximately year At no time prior to 8/2/did Mr*** ever call and let us know of a confusion with the service terms Mr*** has now received services of the that he signed up for Those services have been on 8/15/15, 9/12/15, 12/4/15, 2/25/16, and 5/19/16. In the 'Service Schedule' section of Mr***s agreement it shows a calendar indicating the dates and payments of each of her services Also, Mr*** has never called our office regarding activity around his home Edge Pest Control guarantees to return and retreat for free, as requested, if the customer has any persistent activity This is explained very clearly in the service agreement attached On each service invoice it also states that if needed the customer may call for free servicing An invoice for Mr*** is attached for documentation. We would like to also clarify the length of each service, as this is tracked For the services that Mr*** has received the average time spent for each service has been over minutes.We would love to continue and take care of Mr*** and apologize for any misunderstanding Mr*** has a regular paid service which is due this month, however, we would be willing to push this paid service back one month and do any needed free re-servicing in the month of August prior to that service, however, if Mr*** does not allow us to return and retreat for free he would be responsible for 50% of the remaining services as indicated in his attached service agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
If there is any way to get a confirmation of the refund either by email or some other method, that would be appreciated
Sincerely,
*** ***

Thank you for your response You are correct The agreement was not signed by you, however, was signed by your husband *** ***, most likely because he was the one home when the service was rendered Once again, the phone call has been provided and at no time was it mentioned that you were moving We apologize that you got stung however, the agreement states,"Pest Control Company agrees to return and re-treat any affected areas, but cannot guarantee against re-invasion of these pests from the neighboring properties and cannot be responsible for stings, bites, or illness resulting from these pests." Again, we are more than willing to return and retreat as much as needed to get the wasps under control This may need to be weekly as it appears the issue is severe Your next regular paid visit would be mid October and we can come out multiple times before thenIf the account remains closed the remaining balance of for the early termination fee would be sent to a collections agency for further processing Based on the recorded phone call as well as the service agreement signed by your husband, we will not be making any changes

Thank you for sharing the customer concerns with usWe would like to address the issues raised and resolve any misunderstanding Note that on 6/7/the customer did make us aware that during the service in March that spots were left on his hardwood floors The issue obviously was not
much of an issue as we were not informed for months after the incident We let the customer know that it was most likely hard water spots and would simply come off with soap and water, not affecting the product He accepted to continue service and received more services on both 6/9/and 7/13/ On 8/1/the customer called to add instructions and a time for his service on 8/2/ Service was not performed due to an emergency with the specialist assigned to come to the customers home We apologize for the inconvenience and let the customer know that we could reschedule or have another specialist do the service but that he would hours later We understand that this was not ideal for the customer but out of the hands of both the company and specialist doing the serviceWhen letting the customer know this, he stated that he would call back and let us know what he wanted to do On 8/3/we contacted the customer to reschedule as we did not hear back from him and even let him know that we could make an exception and come the same day (8/3/16) and do his serviceThe customer hung up on our customer care specialist and stated he was cancelling We apologize for the inconvenience with the emergency, however, the service was not simply ignored Due to an unforeseeable emergency we were unable to complete the service but offered to be a late or come the next dayWe were more than willing to work with the customer, however, he refused to work with us At this point we can continue the service as agreed upon or the fee would be fully enforced Attached is the service agreement

Initial Business Response /* *** ** *** */
Thank you for sharing your concern with usWe apologize for any misunderstanding which may have occurred relating to the terms of the agreement, specifically with the term length of the agreement and the cancellation policyOn May 4, at
9:10am we received a phone call from someone indicating they were Brenda BarthelBrenda was transferred to our service coordinator, Collin, to discuss the treatment we provide for volesAssuming that he was speaking to Brenda, Collin explains immediately at the beginning of the phone call that we treat voles on a seasonal basis and that they are impossible to get rid of with a one-time service(See attached phone call)"Brenda" (***) responded that she totally understands as she has previously had volesTypically we do not service on the same day, however, Collin explained that we may be able to do it as we were in the areaCollin states that he would be discounting her first service $dollars and then on the quarterly on going services, which lets us warranty the service, he would be giving a $dollar discount on eachService was later rendered on that same day at 12:16pmThe contracted and invoice were both signed by *** under Brenda Barthel's name at the time of service, as service was set up over the phoneAttached is the service agreement for "Brenda" (***)Please note that it is a two page agreement and not pages as indicated in the complaintAlso, please note that service will not be rendered if a signed agreement is not on recordThe agreement was signed at 12:15pm immediately before service being renderedThe invoice was also signed accepting the service, (Just like UPS has you sign that you received their package), at 1:05pm
Numerous steps are taken to make sure that the terms and conditions of the service are clearThe 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 statementPlease see attached service agreementIn the same section as the term length is a calendar indicating recurring paymentsThree more initials/signatures are also required on all service agreementsThe customer initial next to our option for automatic payment withdrawlThis statement says the following "I Brenda Barthel authorize Edge Pest Control to automatically charge me checking account (EFT)/credit card for all services providedThis 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 itI understand this automatic payment will continue to recur for each regular serviceI also understand that I am responsible for ensuring that the necessary funds are available at the time the withdrawl occursI will continue to be responsible for payment should anything prohibit payment in this manner." This statement also indicates that recurring services will be performedThe 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 performedFinally the customer signs stating that they understand all terms outlined in the agreement*** signed and initialed next to all mentioned statements
As 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 wentI hope you were able to watch our welcome video which explains a bit about the serviceIf not, there is a link to the video in the email you received when you signed up
Your 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 home
I 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 inhospitableIf the pest activity does not start to decrease after the second service, we would love to come out and service your home againThe 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 needed
Our phone number is XXX-XXX-XXXXThank you for trusting us to take care of youHave a great day!
When making this call, we were informed that they had movedOn May 19, at approximately 10:00am a manager called *** in regards to the moveThe manager was told that Jerry, Brenda's husband, had called over the weekend and cancelled servicesThe manager explained that no record indicated that he had calledThe manager then called JerryJerry explained that *** was asked by them to set up services on their behalfIt became very apparent that *** did not communicate things very well with Jerry and BrendaJerry began swearing at the manager, stating that it was a one time service and eventually hung up
After looking into our recorded phone calls, the manager was able to find the call of someone claiming to be "Brenda" setting up the servicesAfter multiple interactions with Jerry, and having sent the signed agreement to him, *** called Josh, the manager, on May 21, to discuss the matters*** explained that she was managing the home and trying to sell the home for the BarthelsShe explained that she never remembered signing anything and claims she was never told she would need more than just one treatment*** told us that Jerry and Brenda had already moved from the home so it could not possibly have been one of them that signed the agreementJosh told *** that he would look into all the phone calls and get back with her
On May 22, Josh spoke to *** stating that he had looked into the phone calls and that it was clear that Collin explained it would be more than one more service*** indicated that she made it clear in the original phone call that she only wanted one serviceJosh again explained that it was not mentioned and Collin was very clear about the on going treatment*** did not believe him and Josh told her that he would be able to get her the recorded conversationAfter disconnecting, Josh emailed *** a copy of the original call
On May 27, Josh spoke with *** accepted responsibility for the services and acknowledges that Collin stated it would be multiple services in the original phone call*** agreed at this time to have us treat for mosquitos at the Barthel's for the next serviceJosh offered to transfer services to a family member or friend at no cost*** stated that her son might possibly be able to take over services and thanked us for working with her and allowing her to do thatWe apologized for getting the Barthels involved*** stated that it was her fault and she will discuss it with them as she had not originally
On May 29, *** emailed Josh stating that she now disagrees and is not willing to accept any future servicesJosh called and left a message for *** stating that if she was not willing to keep services or transfer the early termination fee which she signed and accepted would apply
After *** signed up for services, a copy of his service agreement, along with a link to the welcome video (***) was sent to the email address he provided to us (***@gmail.com)Please note that Edge Pest Control understands that misunderstandings are possible and that is why multiple steps are taken to ensure that all terms are fully understoodAdditionally, Edge Pest Control abides by all state and federal laws that require us to provide a right of rescission period of days after signing upThis period allows consumers to review terms of their service agreement and contact the company if anything is not understood fullyWe want to ensure that the service they receive is the best available If services cannot be accepted or transferred, the early termination fee would remain and if not paid would be sent to a c
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is mainly a CANNED response by Edge Pest Co with sporadic interjections of conversations to make it seem like an original response to this issueI am sure they have created a canned response because the frequency of Revdex.com complaintsI am providing the recorded initial call which money was exchanged over the phone (no video or written documents were seen) on which there was never a mention of a contract or cancellation feeI NEVER, EVER realized I was committing myself to more than the initial visitNO video was ever provided to meI was NEVER told I was signing a contract when I signed and initialed the iPad(If I denied I ever signed a contract it was because I believed I NEVER signed a contract)I was told I was signing for the treatmentWhy didn't your service man make certain I had a thorough understanding of what I was signing before I signed? This was purposeful and DECEPTIVE!!!!!
Edge has obviously got their canned response and recordings in place due to the numerous complaints by individuals about their deceptive policies
Please Edge, you were aware that the house was for sale and could be sold anytime, you never mentioned a contract or cancellation before payment, and deceptively had me sign a contract when I was unaware of thatI am years old, can not read with out my readers, was outside and it was starting to rain at the time of signing, and needed an explanation of what was being signed, not just that I was signing that I was receiving serviceI am not seeing any concession or middle ground here or any indication of a resolutionPlease stop the harassing calls about sending me to collections! I request that you drop the cancellation fee in all fairness and stop the harassment, please
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is mainly a CANNED response by Edge Pest Co with sporadic interjections of conversations to make it seem like an original response to this issueI am sure they have created a canned response because the frequency of Revdex.com complaintsI am providing the recorded initial call which money was exchanged over the phone (no video or written documents were seen) on which there was never a mention of a contract or cancellation feeI NEVER, EVER realized I was committing myself to more than the initial visitNO video was ever provided to meI was NEVER told I was signing a contract when I signed and initialed the iPad(If I denied I ever signed a contract it was because I believed I NEVER signed a contract)I was told I was signing for the treatmentWhy didn't your service man make certain I had a thorough understanding of what I was signing before I signed? This was purposeful and DECEPTIVE!!!!!
Edge has obviously got their canned response and recordings in place due to the numerous complaints by individuals about their deceptive policies
Please Edge, you were aware that the house was for sale and could be sold anytime, you never mentioned a contract or cancellation before payment, and deceptively had me sign a contract when I was unaware of thatI am years old, can not read with out my readers, was outside and it was starting to rain at the time of signing, and needed an explanation of what was being signed, not just that I was signing that I was receiving serviceI am not seeing any concession or middle ground here or any indication of a resolutionPlease stop the harassing calls about sending me to collections! I request that you drop the cancellation fee in all fairness and stop the harassment, please
Final Business Response /* *** *** *** */
We have already responded to this, as it was sent on 6/Here is the response from 6/that we sent:
Thank you for your responsePlease note that Edge Pest Control has nearly 30,customersWith only complaints in the past years, the ratio is very smallTo be exact, this is only 0.267%The service specialist has duties of performing the serviceHe was in no way being deceptive as it is not his responsibility to explain the service agreementAs the phone call has already been provided and pointed out that it was an ongoing service multiple times throughout the conversationThe service agreement and link to the video were both sent to the customer on the day that she signed upUnfortunately, no changes can be madeThe remaining balance will be sent to collections if not paid

Complaint:
I am rejecting this response because:
I appalled that this or any business would accuse a customer of make a statement simply because it is policy that technicians do not schedule appointmentsHow are they so sure that policy is always followed to the letter. Just because the policy is in place does not mean it is always followedWhat happened was the technician called that he was on his way at 8:45am as you can see from the highlighted portion of my cell phone bill from phone number 512-300-When he arrived I explained a call about this scheduled appointment but it was fine the only thing was I needed the inside done as well and I couldn't was on my way to work and I would like it to be a weekend dayHe apologized and said let me go call my supervisor/manager and see what we can doI continued getting ready for workHe came back to the door and said I just spoke with my supervisor/manager and he said we can have a tech come out this Saturday 12/if that is ok with youWhile I was not happy about it being the day after Christmas I agreed and reconfirms it would be Saturday 12/and he assured me that his supervisor/manager had set it upI felt no need to call in to the office at this point why would I it would seem like it did believe the employee or his supervisor/managerHe proceed to treat the outside area and we leftI had to leave family functions Christmas night to come back to Austin to be available for the treatmentI speak the entire waiting at 5:28p and 5:29p I called the office to try and find out where this my technician was at phone number 512-837-At 5:32p I located the phone number to the technician who had come out on 12/and called him at 512-300-he apologized and did not know what had happened and would have his supervisor/manager call meI never received a phone callI was highly upsetOn 12/it does like a call was placed to be by the office from 512-347-but it did not registrar on my phone as a missed so I did not see it and since my voicemail was full no message was leftI did not even know this until I was pulling the bill to respond to the answer to my complaintFor that part I do apologize as I did not see a missed call I was not aware until recently that a callback was madeAs you can see no further attempt was made that day which seems a strange policy for a return call on a complaint, if you don't reach them on first try just close issue I am not happy about having to provide such personal information as a copy of a page from my cell phone bill and have blacked out information so complete phone numbers are not showing other then the highlighted ones I need but I wanted to show evidence of the calls since the respondent to the complaint was so quick to lay blame with the customer as opposed to doing further investigationIt is not my wish for the technician or even the supervisor/manager he claimed to have called that morning of 12/to get in any trouble for going out of their way to help set up an appointment to make a customer happy but if you are not supposed to do so then do not do it and then not follow throughI had already had to rearrange my Christmas plans and did not want to have to change my New Years plans and my puppy and household seems fine and bug free so I let the matter drop and chalked it up to a bad experienceI decided to let it go and I did which is why not further phone calls were madeThe reason I called in march was because I have a lot of things set up on autopay and then just pay my credit cardI had just cleared my balance and then noticed I had a charge for $from Edge on 3/4/of course I call in asking why this happened when I was had not even had a service yetThe original agent who answered had no idea and got a supervisor who stated it was for the 12/23/service which did not get chargedThat it tried to go through on 12/23/and denied THIS IS WHEN I BECAME UPSETI had already let that bad experience go and now you are telling me that charges were declined in December and I was not contactedNo bill send out no call email nothingJust bill me out of nowhere months laterI call my credit card company (CHASE) and was told no charges have been denied either in December or ever it would show in the systemI called back Edge the next day and another agent tells me oh no it was actually charged 1/2/and deniedAgain not only are the giving me different dates for the charges but telling the charges were denied and I was not informed in anyway. While my credit card company is telling that is incorrectOnce again this is what led to a Revdex.com complaint being opened at this time. I mentioned this in the original complaint and it was not even addressed the respondent to more concerned about calling me a liar basically. I would like a response back on the string of events and promises of service from 12/and a detail recorded of the declined charges for the service I received that day so I may address the issue with my credit card company as to why even they did not alert me to a charge being declined as that is how my account is set upI received half of the service I requested and was charged for fullWhile I had chosen to let the issue drop at that time in December out of good will with all the issue now is why I would like a refund for paid services was billed in full 3/4/but only partial services completed 12/23/I will be filing a complaint with the CFPB since the respondent completely ignored the credit card part of my complaint the first timeThank you for all your assistance in this matterSincerely, *** ***

Thank you for your submission We would love to be able to address any issues or misunderstandings with the service agreement We have provided a copy of the agreement for ease of reference First, the customer has the pricing information incorrectThe customer agreed to pay
$129.99+tax which comes to $142.95.First, the customer signed up on 7/28/at 3:17pm Note that Edge's CRM software tracks the exact details of the account This time was the exact time that the agreement was signed and an email sent to the customer at ***We have spoken with the service expert and he has confirmed that all details of the service were explained in depth The customer signed up for a year quarterly service program This includes an initial service plus quarterly services The agreement states clearly in the the "Servicing Schedule" section, "Your regular servicing schedule will begin approximately days after the initial service, and continue on a week (Quarterly) basis." Directly above this statement is a calendar that shows the initial service being performed on 7/28/and future services being performed in August, November, February and MayThe quarterly service begins days after to break the hatching cycle of any nesting pests on the property The gestation period for most pests is approximately 4-weeksTherefore, it is needed to return day later to take care of any second generation pests that may have hatched since the initial spraying This is extensively explained in our welcome video that is shown to all customers Not only is this shown to the customer from the technician's ipad, it is also emailed to the customer This video can be seen here: http://edgeservicing.com/welcome-to-edge/ On the initial invoice there is a box that the customer can sign that states " I Have Seen the Welcome Video (Please Initial)" The customer initialed this box The invoice is attached. On the service agreement the customer signs in different places acknowledging that they understand the terms and conditions of the agreement Note that Edge purposefully has customers sign in these areas because each of these areas contains extremely important information that we want the customer to understand The customer signed for each of those areas, which are mentioned below:1.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.2.I Tracy Taylor authorize The Company to automatically charge my checking account (EFT)/Credit Card for all services providedPlease 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 valueI understand that this agreement is for the terms outlined in the Service Types section above.The customer signed all areas and acknowledged understanding On 8/4/Edge also called and left a message reminding the customer that the next paid visit is days from the initial serviceThis message was left at 12:30pm to the primary number on the account (206-375-9109) Note that invoices and other documents can all be found on our customer portal that customer's have access to The emails that the customer acknowledges receiving all mention this customer portal and how to access it The invoice also shows when the next service will be As can be seen with the attached invoice there is a section that states "Your next service will be: August"Again, the customer signed this invoice and has acknowledged receiving it Note that the day right of rescission clause is a federal policy This is not Edge's policy. Based on our research it would appear that the customer was fully aware of the terms of the service and the charges that would occur We apologize for any misunderstanding As a show of good faith we are willing to give the customers next service free of charge as the customer claims they were not aware of the service that was performed days after the initial If that does not work we could refund the last service instead if that is more convenient for the customer At this time the customers account is closed and has a balance of $which is 50% of the remaining services Please let us know if a refund of the last service or giving the next service free is betterWe would then reactivate the account and continue on with the remaining services If the customer would still like to discontinue we would be willing to refund the last service charge, however, the customer would still have to pay the 50% early termination fee of $ Again, we apologize for any misunderstanding

Complaint: ***
I am rejecting this response because:As I have expressed many times, the lawn is watered a minimum of min per station every dayI have always followed the guidelines that were suggested for watering my lawn, including any recommendations from EdgeThat is substantially more than any of my neighbors who are typically only watering their lawns minutes every other day, so I highly doubt that the problem is related to a lack of waterI have already paid edge pest and lawn 320$ to do the job the first timeit is their intention that they come a few times more for free with the understanding that I continue with their contract and by the end of the summer pay them an additional 480$I feel like they have had ample opportunity to do the job and have proven that they are not up to the taskI would be a fool to continue with this company for another 480$The products have already done enough damage to my lawn and I do not wish to do further damage to what is left of my lawn unless Edge is going to guarantee that they are going to pay to resod my lawn once they have killed the remainder of my lawn. It is necessary for me to solve the problems these young and inexperienced operators have caused and that will cost me more time and money. It is very frustrating to have paid a premium price for such poor serviceWhere was the advice of your service specialist the times that they did come? It was only after I raised concerns that they even got interested in my lawns problems.More than once we discussed allowing your service people to come back with the understanding that if after a specified time that we were still unsatisfied and our lawn showed no improvement, that edge pest and lawn would then release us from the contract so we could go elsewhere and repair the damage without penalty or a cancellation feeEdge pest and lawn refused this optionThe only acceptable option to them is that we continue with them and pay the additional 480$ whether they fix anything or notThe highest concern of the company is my money, not the service or value that goes with itIt feels very much like extortion.Every time I have spoken to anyone of authority that person has been very young and inexperienced. When I ask to speak to anyone with more authority in order to try and solve the problem, they continually tell me they are the top of the chain and that they all report to a boardI only mention this because the inexperience shows in the way they deal with problemsThey are very rigid in their beliefs about how to handle the problems and usually get upset when the narrow options they offer aren't acceptedI don't expect to get released from the contract without paying the extortion fee but I will spend my time strongly discouraging anyone interested in lawn service from using edge pest and lawn service in the future because of their poor product and even poorer customer service experience
Sincerely,
*** ***

Thank you for your response As stated in our previous response, "We are more than willing to finish the service we agreed upon for the general pest control but will not waive any fees as we did not agree to control his bees." Please note that Edge Pest Control is not the only company that has a contract Many service plans including cell phones, internet and cable services also have service agreements and cancellations fees The agreement is for the benefit of both the customer and the company Again, bees are not included in the general pest control services Edge Pest Control has given Mr*** a free bee service for his confusion with the service, however, no additional free services for the bees will be given Once again, we are more than willing to complete the service that was outlined in the service agreement, but no fees will be waived

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Edge pest control has made this a contract issue from the start when in
reality this is a dispute about qualityI would gladly pay a premium
price for a premium product and serviceI have attached a photo of my
front yardSeeing is believingMy yard is covered in dying yellow
spotsI water it regularly and have followed the advice I was given
following the application of their poor product. I have paid edge pest
control $this summer so far and this is what my lawn looks likeI
am very disappointed and angry that I have paid so much for so little. I
believe the products they used are harmful to my lawn. The pics speak
for themselvesI paid $for a dying lawnI didn't have these
problems before I signed up for their serviceWhen I speak to the
people in charge about it they just want to spray more of the sub
standard product on my lawnWe did tell them they could send a lawn
specialist (manager) to assess the problem provided they would allow us
out of the contract if we were still unsatisfied or did not see
noticeable improvement in our lawn. They were supposed to have called
my wife on Monday and scheduled this service as well as provide a
response to her complaintsThey have done neither. My neighbors on
both sides have green beautiful lawns and when I ask them what they use
they all say they have spent $on local products that they apply
themselves. I paid a premium for a service so that I would not have to
be bothered by that aspect this summer and instead I have spent more
time trying to resolve the problems from this service.
The chasm of difference between the neighborhood yards and mine is evidence that edge has poor service and quality.
As per the accusation of profanityI did refer to their product as
"***." I should have chosen another word as this word offended the
service person, but one can only use the words displeased and poor
product so many times
We are current on our billThe outstanding fee is a contract
cancellation fee that was charged when they cancelled our serviceThey
have threatened to send us to collections if we do not pay the bill
within days (now less). So I am being extorted to pay either the
$cancellation fee or spend another $for the remaining services
for the worst lawn care I have ever received. And let's not talk about
the poor customer service experience.
For me, the only resolution that I could live with is being released
from the contract without being charged the cancellation fee as I will
use that money to repair the problems the edge pest product caused
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Of course the Sales Representative will say he "remembers" the interaction with clientsIt is his companyI can assure the Revdex.com that I DID NOT KNOWINGLY SIGN the early termination feeAs I recall, the presentation was hurried and screens were flipped through pretty fastUltimately, it boils down to a company that provides a substandard service, who feel like they have to "lock" people into agreements because when people realize the service is substandard, they can only have the company come back out to perform more substandard workNo other option because they will have to pay the company an early termination fee so the company can make even more money by making people pay for service they will not even get!! It is really sad that a business has to trap people into their service and there are no repercussionsI am being threatened to be sent to a Collection Agency if I do not payNiceAnd this is a reputable company with a Revdex.com rating? Pretty sadI explained to the company that I also recently suffered a $22,000/yr pay cut and had to leave my beautiful home and find a cheap apartmentKnowing this, the company had no positive responseSo, they will take food out of the mouth of my son, so they can "recoup" costs of bulf chemicals? I realize this falls on deaf ears, but I believe in karmaSleep well, if you can
Sincerely,
*** ***

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 6/29/Mr*** called and stated that he was going to be switching to another company He spoke with the manager, ***, who asked
why he was wanting to go with another companyMr*** stated that he was going for two reasons First, because he had recently still been seeing wasp activity around his home and second, because his son recently signed up with another company who was cheaper The manager told Mr*** that we can get the wasps under control, however, we might need to take more of an aggressive approach She said that sometimes getting the pests under control might require more services She said that we can do that and utilize his unlimited free re-services She also stated that on the next service she could have a field manager go to his home and see if there was something else that could be done to get the wasps under control She stated that since Mr*** had been with us for about a year that she would be willing to give him some discounts and actually beat the price that he was offered by the other company if Mr*** would stay with us for another services or one year It was also explained why our service is typically more expensive than competitors She explained that the product is the best in the industry and that it works it a different way that provides better long term results She asked if Mr*** would agree to that Mr*** said that he has appreciated Edge and our professionalism He said that if we could make the changes that *** mentioned he would be more than willing to stay another year The recording of the specific section of the call where Mr*** verifies his identity, agrees to another year, agrees to the new pricing and agrees that the same terms and conditions from his original service is attached to this response, along with the full conversationAt no time during that call did *** make an agreement where the terms would only apply contingent on performance It is very clear that Mr*** understood the terms and understood that he was agreeing to another full year of services The "terms and conditions" that Mr*** agreed to, and that are mentioned in his original agreement are listed below: 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.A copy of an actual service agreement (not signed, as it was agreed to verbally) was also sent to Mr*** at 6:29pm on 6/29/ I have attached a copy of that service agreement along with Mr*** original service agreement for reference. Based on the details in the recording, Edge will not be making any changes to Mr*** account We are more than willing to continue to service Mr*** home and do so more frequently as the manager, ***, stated in the phone call, however, if Mr*** does not accept this, he would be charged the full early termination fee of $(50% of the remaining services) Note that Mr*** has only had one additional re-service and that was the one set up by the manager Mr*** called to cancel the service on 8/17/and at that time we offered to return to retreat for free but Mr*** denied any additional services Again, based on these facts, we will not be making any changes to the cancellation fee

Complaint: ***
I am rejecting this response because:The phone call is not available to me the only documents attached to this are the two signed invoices and the one invoice for the free retreat there is no phone call attached to this that I can listen to I don't know if that's because the BBC hasn't made it available to me but I still have not been able to listen to the phone call my real question is if we called in to say that we were seeing
Ants she's been offered as a free retreat, but God forbid you treated as a customer service that's okay you win I'll pay the bill but know that every person I talk to and I work in the service industry so that's a lot of people will know what a disgraceful Shady business you are and I will make sure it is my duty to make sure that nobody uses you ever
Sincerely,
*** ***