Pointe Pest Control-PA

To  whom it may concern,On August 17, 2015 Pointe Pest Control received a Revdex.com complaint regarding [redacted] of [redacted], Clifton Heights PA, [redacted], regarding unsatisfactory service at her home. The complaint centers on the treatment of roaches and mice at her...

residence.  As the service manager I was made aware of the issues at her residence approximately one week prior to her complaint; both about roaches and possible rodent activity. Once I was advised on [redacted]'s issues with multiple pests I promptly called her back to discuss possible treatments to her issues and scheduled an inspection to be conducted at her home. I also advised [redacted] there could be the possibility of having to leave the rooms being treated by our technician depending on what the technician deemed as necessary treatment for her pest issues to be properly handled. At no point did I say it was absolutely imperative for her to leave any part of her home, but that it was up to the technician's discretion and the label directions of any product that may be applied to areas conducive to pest activity. [redacted]’s residence was re-treated by one of our technicians on August 6, 2015 and it was deemed that she was encountering oriental roaches. It was at this point that the servicing technician also correctly identified the fecal droppings in her kitchen as mouse. The customer told our technician that there was no way she could have mice because she has three cats that live to catch mice. Upon my arrival at her home and via documented digital records I deemed the servicing technician had made the appropriate pesticide application and noticed several old rodenticide bait stations both inside and on the exterior of her home indicating to me, a certified pest professional by the state of Pennsylvania, there was at the very least a past rodent issue at this location. Since the couple had recently moved into this home they were unaware of any past pest problems, however during my inspection I showed her husband possible pest entry points in the garage and pointed out the fact that there were multiple rodent bait stations at their home indicating a past rodent issue. A large part of this complaint appears to revolve around a miscommunication between [redacted] and our office staff over the identification of some sort of droppings in her residence. [redacted] was told by our office staff to collect a sample of these droppings before cleaning them up to give to her servicing technician, however at no point was she told to bring these droppings to us in person. While the droppings were not brought directly to the office for identification by the servicing technician, he did send pictures to me for a more thorough investigation into their origin. These droppings were initially identified by her servicing technician as mouse droppings and further confirmed by myself via the aforementioned cellular photographs from the technician. During phone encounters by the complainant [redacted], she became hostile on multiple occasions by hollering and cussing at our office staff making it hard to understand her actual complaint. This in turn may have lead to a somewhat delayed response as our office staff attempted to understand the true depth of her complaints. While [redacted] never became hostile with me I could sense her frustration with her pest issues and a technician was already scheduled to be sent back to her home on the day prior to receiving  this Revdex.com complaintThe final part of this complaint was that of our money back guarantee. The initial service contract [redacted] signed on June 15, 2015 clearly states that money will only be refunded for the amount of one regular service and only after to re-treatments  and proper precautions were taken by the home owner after Professional advice. (i.e. Sealing up the holes that were shown to Mr. [redacted] where rodents can be entering from) . At the time we received this complaint there had only been one re-treatment, one regular service, and her initial treatment in June of 2015. Under these circumstances, [redacted] still needed to receive one more re-treatment and taken the measures to seal out the entry points before we could entertain a refund for our performed services and this was explained to her on more than one occasion by both our office staff and myself.Pointe Pest Control looks forward to resolving this issue not only with the Revdex.com, but [redacted] As well.  Thank You, James *. J[redacted]Service ManagerPointe Pest ControlPhone: ###-###-####Web: www.pointepc.comWe also reached out again the day the technician was sent back out, the same day that this Revdex.com complaint was received

Review: Pointe Pest Control does not run the business well. There is lack of communication, customer service people are not knowledgeable and very rude. They actually yelled at me, called me a liar and hung up on me. They would not honor my many many request to cancel service until after many phone calls to cancel I was finally told I needed to text them to cancel. What is that!Desired Settlement: Not to recommend

Business

Response:

I am very sorry you had this experience with our office staff. You were a loyal customer for many years, and I hope that you see this as an isolated experience and not a reflection of the many years of valuable service we provided to you. I reviewed the notes, and one of the Customer Service Representatives that you had dealt with was fired shortly after your dealing with him in April. We do place our staff through rigorous training courses, and do quality assurance checks each week on each member of our staff. I understand this doesn't change the experience you have had, and I will make sure that we resolve this on our end.

Review: Pointe Pest control claims they performed a service in the absence of the home owner after the initial annual contract expired. We (home owners) never renewed the contract and never authorized the service as we were away for few weeks.

As we were away we were did not accept the service date. During the contract period, service rep knocks the door and confirms the places where service has to be performed. We are not sure as to why the service did not follow the process this time, especially when the contract ended and this was supposed to be outside the initial contract.

Service rep left a voice mail on our home phone that as he was not able to access the sides and the back of the house, he could service only front of the house.

Few weeks after this when we returned, we had numerous calls from Point pest control asking as to pay for the service. We had conversations (each about 40 mins or so) with 2 different customer service reps explaining them the same. One of them threatened that unless we pay in full she will be calling every 3 days and send to collections. The other one after the end of the 40 mins conversation , repeatedly asked for visa or master card number to pay for the service we never authorized and also never knew what was done in our absence.

Today we received a letter asking as to pay within 10 days amount of 119.35 of which 105 was the actual amount, Tax of 7.35. The letter also says that unless we pay in full within 10 days from today, they are going to send the account to collections and also charge an additional payment of $50.

We appreciate your help in addressing the issue.Desired Settlement: As the partial(1/4th, just the front of the house) service was performed without our approval, we should not be charged for it. As we were not at home, we can not verify even that partial service.

Business

Response:

**. [redacted],

Review: I would like to submit a claim against this company.I was approached some time ago by a pushy door to door salesman from this co.First of all there is no soliciting in m neighborhood. When I said I was not interested, he came back a second time saying I would save money on their pest control services, which later would be far from truth....I signed up to their service, but was very unhappy with their service. They would send a bill for service, when I was never notified of anyone coming out, either by paperwork or phone. When I called the manager about the bill, he was extremely rude and I said I wanted to cancel the service. He then said fine and charged me a $150 cancellation fee!!! I was never notified verbally of this fee when I signed up.It is now January 2014 and I have received a bill and threat now from them to send my account to collections. My credit card co has issued me a full permanent credit after they followed up on my complaint.I was also astonished that many other customers have had the same problems as me. after reading similar poor reviews online. Others have also reported them to Revdex.com. Please help me in this matter. Not only am I very angry, but no such threats to my credit should be taken.I received terrible service from them and should not to have to pay anything.Thanks,[redacted]Desired Settlement: Full refund to my account . No future bills or threats of collection agency action against me.I would to see negative feedback posted to them, so others will be warned before signing on to their services.

Business

Response:

**. [redacted],

Review: this company charged me for continued service past my pre paid term without getting a confirmation from me to come out and perform an insect control treatment. in addition, the aforementioned service was performed after I had moved out of the property.Desired Settlement: I would like the bills for the service performed on 8/15/2013, along with any late fees to be dropped and for pointe pest control to no longer hold myself accountable for that service.

Business

Response:

Below is the correspondence with **. [redacted]:

Review: I have contacted this company several times and told them that I wished to discontinue service with them. They have repeatedly treated the outside of my house without consent and charged my credit card. I have filed several disputes with them in regards to this matter and had to have my credit card block them. I have no contract with them and because of their behavior, I would never do business with them again. I am also going to file a complaint with my association to have their company removed from our developement. I feel like this is harassment.Desired Settlement: I want this company to remove all of my personal and credit card information from their records and stop coming to my house. I do not wish to use their services either now or ever again.

Business

Response:

[redacted]

Review: I have a contract with Pointe for preventative pest issues. They have serviced my house 3 times thus far. Recently, I noticed damage around the frame of my garage. IF proper spraying had occurred at my house, I would not have carpenter ant damage. I had another company come out and evaluate the property and was told there was carpenter ant damage in multiple locations. The most active location was the framing around my garage doors. When I called to cancel my service with Pointe, I was told that they do not guarantee any of their services and I would not be able to cancel my contract without a penalty. I also was told that perhaps the issues occurred because the area that the area of infestation was not easily accessible. Well, the frame of my garage doors by nature has to be accessible. I was also told that my deck is not considered the outside of my house. I also asked for a phone number for their corporate headquarters and was told that the phone number could not be given out. Honestly, I do not know what I was paying for, if a preventative maintenance contract by nature to "prevent" problems but this service did not prevent nor do they guarantee any of the work they perform. It almost seems as if Pointe is scamming their customers by making them think the service you are paying will prevent problems but actually if I had no service by them at all, I would be in the same situation with the damage but would not have spent money on the quarterly service contract.Desired Settlement: Cancel contract without penalty

Business

Response: