Reliance Pest Solutions

Our agreement with Miss E. states that - any additional woodwork will be charged at an hourly rate.  That clause is a line item on all of our agreements.  Miss E. even initialed the separate woodwork line item.  This clause is required on every agreement with every customer as upon...

tear-off and demolition, there may be instances where additional woodwork is required.  In Miss E’s case, our salesman M was denied access to the attic by Miss E on the original visit.  Due to that fact, we sent out our measure technician to verify measurements, landscaping, disposal placement, etc.  Upon arriving our technician was now granted access to the attic by Miss E’s mother’s caretaker.  Upon inspection it was determined that the home was originally built with cedar shake shingles which were now under the asphalt shingles.  The cedar shake shingles must now be removed and have OSB sheathing installed on the entire roof deck in order for the shingle warranty to be in good standing.  We informed Miss E of that fact and now she is adamant that we stick to the agreement per her message here.  BUT there will be significant additional charges.  We are always upfront with all of customers with all of the facts of a project.  We could just go ahead and tear–off the roof and charge the additional cost for the cedar wood shake removal, disposal and the OSB sheathing installation but that would not be prudent.  So we let Miss E know upfront that her home does have cedar shakes and what the additional cost would entail.  I, as the owner of Shelter From The Storm, called Miss E and again explained the predicament.  She agreed that there would be additional costs and asked me to send her a revised proposal which we did. She also said her attorney said we have to stick to the original agreement which we will, but again, additional costs would be there.  I would be more than happy to speak with Miss E’s Attorney, take depositions from all involved if necessary to prove that we have done everything in our power to again do what is right for our clients. The revised proposal was mailed to Miss E’s home on Thursday 6/30.  She had indicated that she wanted it sent USPS mail only.  If she has not received it I would be happy to email to the Revdex.com so they may  forward to her directly or simply email it to Miss E if she has access to the computer where she penned her remarks here? To summarize we have 3 scenarios that are available for Miss E: 1.    Perform the project per the original signed agreement and add the additional woodwork cost to the final invoice 2.    Perform the project per the new revised agreement that has the woodwork costs already incorporated in the price 3.    Refund Miss E’s down payment   Please let us know how we should proceed.  Thank you

[redacted], your refund check was mailed.  If you don't receive it in the next day or two please call me and I will personally deliver it to you.Thanks.

On Tue, Feb 23, 2016 at 6:07 PM, [redacted] <[redacted]> wrote:Mr. [redacted],Today I received the physical lien release as requested.  I appears that it was hand delivered and taped to my front door.Please feel free to close the complaint.  Although I am extremely disappointed in the with the entire experience, I have received my refund and lien release.I thank you and the Revdex.com for your assistance in the matter.[redacted]

This project was completed in 2013.  This contract has NOTHING on it regarding "gutter protection".  I have attached the original contract for the viewing pleasure of the Revdex.com.  Having gotten to know Mrs. [redacted] and understanding her situation, we as a company decided to perform a...

random act of kindness and offer free Gutter Protection for her which we installed upon completion of the roof.  She seems to have an area of the roof now where the gutter protection is missing.  Friday was a missed appointment by our company due to an illness in the company.  Phone calls were made to Mrs. [redacted] on Friday explaining that.  We were trying to get there on Saturday or Monday.  We actually have a crew heading there (Monday) as I type, to remedy the situation.  I would appreciate the opportunity to follow-up with the Revdex.com when the situation has been remedied.  It pains me to respond to a complaint of an installation that was performed out of the kindness of our company heart.Thank you.

Initial Business Response /* (1000, 8, 2015/09/22) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Customer service is a top priority at Reliance Pest Solutions. We sincerely apologize for this experience and this is NOT...

the way we intend to conduct our business. We are currently in contact with this client to resolve this issue. Upon receiving this complaint, the client's money was fully refunded. We have also offered to retreat their home at no additional cost with a different technician. In addition to communications with the client, we have since relieved the technician of his duties. Our intention is to resolve this matter with the client as soon as possible.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)