Green Pest Services

Review: we hired the pest company to perform pest treatment . since feb we gave them a chance to do the job right . they did there treatment in feb didn't work they send some one back in april after we complained and didn't work , the tech had a little spray bottle .and spray a round I told them I can buy that myself from the [redacted] and spray it they send a nother tech back in may , july 2 times and still didn't work . we called again and told them that what ever they are using not even treating the ants . they send a tech in 8/13/2013 and after he left there is life spider in the house , life ants , mice in the house .

I called the company and asked them to terminate the service , we spoke to ( [redacted] . office manager ) and he first said that he don't have any record that they been in my house in july and aug , he said that he didn't have a record that even tech come out yesterday . and asked me if the person was from green pest service . I told him of course we called you and you send the tech out . after that he changed his story and said that ( OH I found office communication that they were here yesterday ) but to cancel the service you have to pay another $150.00 .

I told him they fail to provide the service and they need to return all my money . we gave them to many chances . I am disabled veteran and I suffer from PTSD . can not deal with company that they are scam and they are out there to get consumer money .Desired Settlement: cancel my account immediately and refund me the money you charged me for service that they could not provide .

Business

Response:

[redacted],

From my records, I see that [redacted] signed up for our Annual GPC (General Pest Control) program on 4/12/2013. This program covers infestations of ants, spiders, earwigs, silverfish, rodents, as well as numerous other pests. The computer shows that **. [redacted] received his initial service on 4/12/2013, a quarterly service on 5/27/2013, a free re-service on 6/18/2013, and then another free re-service on 8/13/2013. The first re-service in June had no indication of a problem. It simply shows a service in the basement per customer's request. The service in August is the same way. The system does not show two re-services in July as described by **. [redacted].

According to the contract that **. [redacted] signed, he is entitled to a home free of pests, which is exactly what we want to deliver to all of our customers. However, in some cases, it does take a few treatments in order to achieve this state. It indicates that if he experiences a continuous problem in which we cannot solve, he has the right to cancel without penalty. In addition, the amount of his last regular service can be refunded. Also on the contract, there is a clear indication that due to the nature of the products we use, he needs to give the materials 10-15 days from each service to allow time for it to work. Unlike products that he can buy from [redacted], we carry registered products that is both more persistent and more accumulative, and that only a licensed professional can buy. Quick kill products sold over the counter, has been found to often times exacerbate the problem.

I can see that [redacted] spoke to both **. and [redacted]. [redacted] on Wednesday the 14th of this month. When first speaking with [redacted]. [redacted], she sounded clearly upset after the previous day's service, she saw unwanted pest activity. [redacted] explained to her the program and the way that it's designed to work. He told [redacted]. [redacted] that we are willing to help her with her problems, but we need to do some research to figure out the diagnosis and treatment plan. This usually involves the input of the technician doing the job, and he told her that he did not see the service in the system as of yet, but when he checked the communications log with the technician, he could clearly see that the request was made. The technician has not had the chance to turn in his service paperwork at that point, and at no time did [redacted] change his "Story" about what he found. He was simply reporting details of what he saw.

Once **. [redacted] was transferred to the line, he proceeded to barrage my employee with obscenities and racial slurs. He also asked for [redacted]'s full name, and our office address, to then come down and threatened [redacted] with violence. This was completely unnecessary, and in no way conducive to relieving **. [redacted] of his pest problems. Although [redacted] has decided not to pursue legal measures, he still feels verbally and mentally abused by **. [redacted]. I greatly appreciate **. [redacted]'s service and sacrifice to our country, and I can only imagine his affliction with PTSD, but his interaction with [redacted] was uncalled for, despicable and completely absurd.

As per **. [redacted]'s request. I will cancel his account with no penalties, I will return the quarterly charge to his credit card account, I will delete all future services, and I will keep all of **. [redacted]'s information, to guarantee that Green Pest Services never do business with **. [redacted] again. We have the right to refuse service to anybody and for any reason, and with over 5500 non abusive customers, we would like to ask **. [redacted] to kindly take his business elsewhere.

On a personal note, I am very sorry to use this tone, but I am against bullying of any kind, as I'm a single father trying to raise my children in this society. This subject is very important. I urge **. [redacted] to seek help with his anger management.

Please contact me with any questions or comments.

Sincerely,

General Manager

Green Pest Services

14150 Parkeast Circle #135

Chantilly, VA 20151

Review: Signed up for 5 visits by a pest control company. They claim that they were at my house in December when I know that was not the case. There was no documentation left. I am now being billed for a visit that did not take place. I spoke with a representative who said it would be removed but has now gone to a collections company and I am being billed for the visit ($110. plus $145 in penalties.Desired Settlement: I want them to leave me alone and not expect payment for an outside treatment that I don't think ever took place.

Business

Response:

[redacted],

[redacted] signed up for services on May 12th, 2012. She agreed to accept services for one full year. It was explained to her that she would receive her initial service on May 13th, her regular quarterly services starting June, and continuing on every three months, as delineated on her contract.

The office received a message from her on our voice messaging system on 2/11/13 stating that she received a bill for December, and she knew for a fact that the service was not done. She went on to say that she was not going to pay for it, and that she doesn't expect service until spring. I tried to call her back on the phone number that was on her account, [redacted], but I wasn't able to get through. When I dialed that number, it would ring about 12 times and then hang up. I made sure I dialed the right number, and dialed again with the same results.

She called the office again on 3/26/13 at about 9am, and I answered the phone. She stated again that she was receiving a bill from us for a service that she knew didn't happen. I told her that if it was our mistake I certainly wouldn't expect her to pay. I checked our records and I pulled the actual paper invoice from the technician from the time of service. It indicated that he arrived December 7, at 12:13pm. He performed an exterior only treatment which included sweeping webs, spraying and granulation. She says that it was a lie and that she wasn't going to pay it. I asked how she knew that the service wasn't done. I asked her if she worked from home, and she says that she didn't. She told me that she knew because an invoice wasn't left on her door. I tried to explain to her that the service was done, and a copy of the invoice is always left on the door as a part of our protocol. We are very careful to secure the invoice to the doors, but we never know what happens to the invoices after the technician leaves the property. There were some instances when the customer would discard them after mistaking them for advertisements. Sometimes they're blown away with a strong wind. She wouldn't accept any example I gave her, and insisted that the service wasn't done. I asked her why she waited two months to let us know that she was unhappy. If it was a matter of a missed service, we could have easily sent the technician out to retreat her property. Once the account goes 90 days past due, it then gets turned over to [redacted], and if the account is cancelled early, there's an early termination fee of $150. All of that could have been avoided.

I told her that I didn't want her to feel like she was cheated. Although $110 pays for three months of service and our guarantee, and not just the one service, I was willing to dismiss the charges. If she wanted to continue services, I would also take her out of collections and dismiss the fees. Doing this however, would extend her contract another three months. She told me that because of all of this, she doesn't feel comfortable doing business with us any longer, and she requested to cancel immediately. I told her that if she does that, I would then have to charge her an early termination fee of $150 per her contract. She told me that she wouldn't pay it, and hung up.

Once again, the information in collections was sent on 3/20/13 which was six days prior to speaking to [redacted] about her account. Because the December and March service would have completed her

obligation, she was only charged $110 for the cancellation fee versus $150. To recap, [redacted] is being accounted for the December service at $110, a contract termination fee of $110 and a collections fee of $25 for letting her account go 90 days past due. If [redacted] no longer wishes to continue service with Green Pest Services, which she has already expressed, I would accept a settlement of $150, and I will take her out of collections and cancel out her account with no further obligations. Please let me know if any further details are needed to close this case.

Best Regards,

General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I should not have to pay to cancel a service that was not happening. I have never had a service provided on my home without some form of documentation describing the service. I will not pay for a December service or a (cancellation fee) that I don't think occurred. I don't understand why Green doesn't offer to come out again on a mutually agreed upon date.

Regards,

Business

Response:

The cancellation fee is due to not completing the annual contract.

I offered to continue services, which would mean that there is no cancellation, and therefore no cancellation fee. This plan was turned down. The contract calls for 4 regular services. Without the December service, there is only 2 services done so far with two remaining services. The only way we can continue servicing this account is if [redacted] agrees to the remaining two services to fulfill her obligation.

I will offer this plan again. If [redacted] agrees to the two services, I will take her out of collections, dismiss the fees as well as the December service. Please let me know if this is acceptable.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.