Pro Pacific Pest Control

Professional, quick to make an appointment and to do the job I like their authorization software as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have not received the first invoice allegedly sent on 2/25/2016, nor did I receive an automated phone call or email before the services were performedAs such, I was unaware that Pro Pacific performed services beyond the one-year bait maintenance I paid forAgain, customer service representative misrepresented the terms of the one-year contract when I signed up for the one-year service by saying that I would not need to call to cancel service
Regards,
*** ***

We certainly never like to hear our customers are unhappy,
and every matter of concern is investigated thoroughly and taken seriously
The customer’s claim that they were told that they could
cancel out the service when they choose is
correctHowever it does not mean
that they will not be held responsible for the terms written on the agreementWe
offer a discount to our customers based on a year commitmentIf the customer
wishes to cancel before the year is up, they need only pay back the discount
which was given based on that one year commitment. There is no punitive cancellation fee but
rather we only ask that the initial discount be repaid as agreed to
After looking into the concern with our technician, we do
not believe any dishonesty took place on his part
At this point we are only asking that the customer pay the
$for the final service performedWe are not seeking the discount repayment
of $
We feel this is a fair request
Kind Regards,
*** ***
Customer Service Manager
Pro Pacific Pest Control
Office: ***
***
***

Pro Pacific Pest Control has offered to refund Mr***'s cancellation fee due to his satisfaction in our serviceI have spoke with him this morning and let him knowHe has elected to receive the refund on his card that he paid the cancellation fee with and that refund process has been started
todayI believe this issue has been resolved and that Mr*** is satisfied with the result

The service was performed here in the front yard and a follow up to complete at no extra charge to the customer was refused and the account cancelledWe are willing to waive the $charge due to the misunderstanding that Mrs*** seems to have with our procedure of servicing half of the property
and then returning to finish at her convenience, which she refused Her account has been cancelled and the $charge removed as of today

We are truly sorry that Mr*** is not satisfied with the bee removal service we provided for him Mr*** has an established hive in which it is necessary to remove honeycomb in order to avoid attracting bees and suffering a re-infestation He declined the removal of the honey
comb and opted to only have the hive exterminated When we provide only an extermination we do not offer a warranty due to the likelihood of re-infestation However after learning that our customer was unhappy we offered to come back re-exterminate for free and perform the removal and repair work below our base price, he declined When he said this was unacceptable, our rep called him back and offered again to perform another extermination at no additional cost despite there being no warranty, Mr*** did not return our call We continue to wish to help him with his issue, and our offers still stand

The gentleman that came to my home was very polite He took his time spraying my home inside and out He made sure to get all the crevices and baseboards He answered all my questions and made sure I was satisfied with his work prior to leaving Pro Pacific was even pleasant and very professional on my initial phone call

Hi,complaint #[redacted] against ProPacific in Escondido, CA has been resolved to my satisfaction. The complaint can be closed.

We sincerely regret our customer is displeased with the
outcome here and remain willing to negotiate a mutually favorable outcome with them.
The facts in the matter are as follows. We did provide
this customer with a discount based on a 1 year commitment. However this does
not mean we will...

only provide that service for only a year. We have never
offered a service that would automatically discontinue without the customer
asking us to do so. We have also been unable to substantiate the customer’s
claim that a representative of Pro Pacific had ever sought to deceive them in
any way.
We always provide our customers with an automated call
reminder or in some cases an email the day before we come out to provide a
service. They are also provided a regular service day for instance this
customer’s regular service day is the 2nd Friday each month.  We do what we can to make sure customers know
we are coming out.
Both of the services in question were billed in a timely
manner. The service performed on 2/19/16 was invoiced on 2/25. The service
performed on 3/11 was invoiced on 3/17.
The moment this customer indicated they wanted to cancel
the service, the service was terminated immediately. And no further services
were performed or charges incurred.
We always strive to provide the best service we can for
our customers and we hate to hear when one is unhappy.  As I said we remain willing to work with
them.
Kind Regards,
[redacted]
Customer Service Manager
Pro Pacific Pest Control
Office: [redacted]
propacificpestcontrol.com

We remain willing to work this out with our valued customer. We will contact them to reach a compromise.
[redacted]
Pro Pacific Pest Control 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have not received the first invoice allegedly sent on 2/25/2016, nor did I receive an automated phone call or email before the services were performed. As such, I was unaware that Pro Pacific performed services beyond the one-year bait maintenance I paid for. Again, customer service representative misrepresented the terms of the one-year contract when  I signed up for the one-year service by saying that I would not need to call to cancel service.
Regards,
[redacted]

We are very sorry that Mrs.
[redacted] is unhappy with the services we performed at her home.  However we
have made...

every effort to solve her rodent issue and all indications are that
we have been entirely successful.  We certainly understand that these
situations are unpleasant and frustrating for homeowners and they can never be
rectified fast enough. With that in mind I’d like to address her concerns.
Mrs. [redacted] mentioned
being unhappy with the type of traps and bait used.  We use snap traps for
most of our trap outs because after all their years in existence they are still
the best around and are widely used in the pest control industry.  As far
as bait goes, it’s a systematic process, we try different baits and we nearly
always catch them in the end. For the record, 5 rats is a good haul. 
The customer indicated that
we missed appointments but we have no record of ever missing an
appointment.  Her agreement included 3 follow up trap checks, those dates
were on her written agreement at the onset.  The agreement shows her
follow up visits as 3/31/14, 4/4/14 and 4/8/14.  We arrived each of those
dates on time.  We came out several more times to keep after her issues at
no additional charge.
Sequence of
Events/Service Visits
3/26/14 First visit/Trap
I                   
           
           
           Traps were
set, rodent proofing and follow up appointments were set and the agreement was
signed. Traps were set in the attic, garage and kitchen.
3/31/14 Trap II                                  
           
           
            Technician
checked traps, nothing caught.
4/4/14 Trap III/Rodent
Proof
           
           
           
          Customer
missed appointment so Trap 3 was not completed. Rodent roof was performed
however as it did not require access to the home.
4/8/14 Trap
III                                  
           
           
            Traps were checked, nothing caught.  Additional
traps added to the attic space. 
4/10/14 Trap
IV                                 
           
           
           One large rat caught outside front door. 
4/14/14 Door Sweep
Installed            
           
           
          Technicians returned to install door sweep.  
4/18/14  Additional
Trap Check        
           
           
          Caught one squirrel and one rat in exterior
trap. 
5/14/14  Customer
Called Office       
           
           
           Customer called office and said that she believed
something had been caught.  Appointment set to check for the very next
day.
5/15/14 Additional Trap
Check                     
           
           Returned at customer’s request, customer missed
appointment.
5/16/14 Meeting with
Field Manager
           
           
           Field manager went to customer’s home to survey the
issue.  Three additional rats were removed, plans to monitor for activity
are made.
5/17/14  Traps Set
/ Monitoring Set Up        
           
           Field manager returns, set 25 additional traps. 
Donuts are set out in the open throughout the home to monitor for
activity.  Follow up visit scheduled for 5/23.
5/23/14  Follow up
Visit with Field Manager
           
          Field manager returns.  None of the traps or
donuts were moved, touched or eaten.  Furthermore, no other evidence of
activity was found either.  No droppings or urine are discovered anywhere
in the home.
We understand that these
infestations are very trying for our customer’s and we wish there were easier
faster solutions.  We have been at this for many years and have yet to discover
a better method for resolving rodent problems.  In the end it is clear
that Mrs. Strantz’s home is now free from rats and has been sealed properly as
all of the rodents were caught on the exterior of her home not within the
living space or attic. We have offered a bait service to aid in mitigating the
exterior rodent population for Mrs. [redacted] but she has declined.
At this point we have yet
to receive payment on the balance on her account to which she had agreed to
pay.  Once that balance has been settled, she will benefit from a 2year
warranty against future infestations which we are proud to stand behind. 
This includes trapping, replacement of any exclusionary barriers, the
installation of new barriers if they are compromised, all free of charge. 
We are sincerely sorry for
any frustration that Mrs. [redacted] has suffered, rodent issues are tough to deal
with.  We do however feel that the job has been performed and completed in
a timely and professional matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
 
It is clear that respondent is happy with the catch of "5" rats (not sure that number is correct - perhaps they are counting the squirrel), but he is not the customer who paid $1,600.
 
Nothing was caught inside the house, in spite of recent droppings - not a mouse nor a rat.
 
For 3 weeks, nothing was caught using simple traps and peanut butter.  I told them initially that I was concerned, I had already used that to no avail, and had some reaction to feta cheese, but the traps were tripped.  Nothing changed in their bait use until I complained to the office secretary.  So what is the "systematic process"?  Things were quite obviously ineffective the first few weeks and Pro Pacific was unconcerned.  And not one creature in the house was caught using their "wait and see" system.  Not one.  I saw rats and mice with my own eyes, there were droppings, yet nothing was caught.
 
By their own admission, from 4/18 to 5/14 no one came to my house.  One month.  
 
During this time, rats were rotting outside.  By the time I called them to see what was wrong with their follow up, animals had eaten most of the carcasses.
 
5/15 If they came they did not knock.  My car was in the driveway.  My cell phone was on.
 
It is not clear to me that "all areas have been sealed."  Subsequent to the sealing of holes in the garage, I had fresh evidence of mice, but could not catch any.
 
I purchased and set out the "donuts".
 
New traps were set by a different attendant.  He gave them one week outside.  Rats are trap savvy.  I told him one week wasn't enough time.  He told me he would remove them, no discussion.  
 
Not effective.  Not timely.  Not professional.  Way over-priced.  Concerned about the calendar contract coverage, but no sense of accountability.  Dismissive of customer.  No way to do business.
 
Regards,
[redacted]

While we do not believe that our employee acted improperly, and that a misunderstanding is more likely the source of the issue at hand, we are happy to take care of the balance ourselves.  We hope this will satisfy the wishes of our customer in this matter.Best Regards,[redacted]
Customer
Service Manager
Pro Pacific Pest Control
Office: [redacted]
[redacted]
[redacted]

We certainly never like to hear our customers are unhappy,
and every matter of concern is investigated thoroughly and taken seriously.
The customer’s claim that they were told that they could
cancel out the service when they choose is correct. However it does not mean
that they will not be...

held responsible for the terms written on the agreement. We
offer a discount to our customers based on a year commitment. If the customer
wishes to cancel before the year is up, they need only pay back the discount
which was given based on that one year commitment.  There is no punitive cancellation fee but
rather we only ask that the initial discount be repaid as agreed to.
After looking into the concern with our technician, we do
not believe any dishonesty took place on his part.
At this point we are only asking that the customer pay the
$80 for the final service performed. We are not seeking the discount repayment
of $95.
We feel this is a fair request.
Kind Regards,
[redacted]
Customer Service Manager
Pro Pacific Pest Control
Office: [redacted]
[redacted]
[redacted]

Chaz was very professional and took care of everything we discussed quickly.
Thanks Chaz!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.Since submitted Pro Pacific has made reasonable efforts to resolve my business issues/complaints. I am currently satisfied with the service now provided. Thank you for your time.
Regards,
[redacted]

While we do not believe that our employee acted improperly, and that a misunderstanding is more likely the source of the issue at hand, we are happy to take care of the balance ourselves.  We hope this will satisfy the wishes of our customer in this matter.
Best Regards,
[redacted]
Customer
Service Manager
Pro Pacific Pest Control
Office: [redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I thank Pro Pacific for reconsidering.  As they (company) stated, I've been a loyal customer for 7 years with no complaints.  I did email their direct website, albeit it was for new business, I did cancel.  Regards,
[redacted]

We are disappointed to hear that Mrs. [redacted] was unhappy with the services rendered on her account. I have attached a copy of the agreement to show that the pricing was clearly written and both signed for and the terms initialed by Mrs. [redacted] herself. However, it is of paramount importance here at...

Pro Pacific Pest Control that our customers are happy with the results they get from hiring our company. Obviously Mrs. [redacted] was not happy with those results. In the interest of Mrs. [redacted] understanding that her satisfaction with our company and the honest and high quality service we strive to provide we have decided to credit the remaining balance on her account. It is in this act that we hope Mrs. [redacted] will understand that her impression of our company is more important than money or collecting on any balances and we hope that the relationship between Mrs. [redacted] and our company can be repaired in the future.  As of today (11/16/17) Mrs. [redacted] has a $0 balance.  Thank you for the opportunity to resolve this amicably.