Response from All American Termite & Pest Control
Hello Again [Member Name Removed], I’ll try to be more forthright this time. I really don’t think the technician told you we would be back monthly because WE DO NOT OFFER A MONTHLY SERVICE (We can’t offer something we don’t have). I am going to attach a response that was sent to you back in August so others can see this was explained thoroughly back in August. We tried calling you again after that response to schedule something, but you never returned the calls again (I checked the call logs, again). Since August you have not called, emailed, used Angie’s list response form or used our website response form. You know you don’t have a monthly service, it was explained before and I even put it in writing (example below). The treatment is designed to work for a year. The fact that you have not contacted us one time for a FREE service call tells us that the treatment is still working. Even in this review you have not said one thing about having a pest problem or even seeing ONE bug. We have been in business over 15 years we know we cannot satisfy everyone all the time (but we do try!) sometimes no matter how hard we try (I feel like I wrote a book on this one), we are going to get a bad review. We do not give into threats from someone threatening to give us a bad a review in order to get free service. I guess this will just be one of those times we get a bad review. The First Response From August Is Below - Hello [Member Name Removed], I see that you have some concerns. You contacted us through our website contact form and stated “I bought a package months ago from Angie's List and no one contacted me. I had to contact you to get someone to come out and they only showed up 1 time. Please refund my package amount. I have not put up any reviews at this time, however, service has been non-existent. Please fix this immediately!” Just so you know we take the lack of communication and service very seriously. To help with communication we have different systems in place. Our phone system alerts us about any missed calls for any reason and logs the outside phone number, date, time, how long call was. This happens when phone calls are received, going out, not answered and even if our phone was busy and customer cannot get through. When a customer cannot get through, the system emails us a message to our computer and cell phone. If the customer leaves a message, that message is saved and even that is email to us also. The alert part allows us to know we need to try to reconnect with the customer. We also have a website contact form people can use to contact us and that is searchable too. Even all our vehicles have a live and logged GPS tracking system on them. These saved phone, email, website forms and vehicles log systems are searchable. This helps when we need to look back and see if there were any issues that need to be fixed. I pulled your account to see what had happen. It looks like you ordered your service from Angie’s List on 4/10/2015 and you received our contact information. We responded that day that we will be contacting you. Your information sent by Angie’s list did not have your contact phone number on it. We tried to get it through Angie’s List but they did not have it either. We contacted you through Angie’s List Website on 4/14 and requested your phone number. You responded that day and gave us two phone numbers (yours which ended with 8415) and you suggested to call your husband [Removed Member Name]’s phone (which ended with 8414). We tried calling a couple of time on both phones but did not get through. We did leave a message on the second number that was called. On 4/21 you contacted us through Angie’s List website and stated you had not been contacted and to contact your husband on your phone (8415). We finally made contact with you on 4/21 and setup the treatment for 4/23 (2 days Later) with an arrival time between 12-1pm. The technician arrived at 11:55am and was there over an hour. About the service you purchased on Angie’s List - When Customers use Angie’s List to purchase our service they are given our contact information right away. Sometimes customers contact us on the phone before we are contacted about the purchase by Angie’s List. Angie’s List is fast about contacting us about a purchase but sometimes the customers are quicker to contact us. Your Purchase - You purchased an Annual Pest Control Package which was described as below which was copied and pasted from Angie’s list website (the last part is most important) – Here's the Deal: • Twelve month pest control package • An inspection and analysis of your pest problem • Interior treatment (including garage) • Exterior treatment (including perimeter treatment) • This treatment covers the interior and exterior of your home for roaches, German roaches, ants, centipedes, crickets, earwigs, millipedes, silverfish, spiders, and wasps • Additional charge may apply for homes greater than 3,000 sq. ft. • Guaranteed service--if you have any issues between regular service appointments, the service provider will go out at your convenience to treat any covered issues at no extra cost Anytime throughout the year if you have any issues at all just give us a call and we will come out and take care of the problem at no additional charge. We even give you a magnet for your refrigerator so you don’t have to look up the paperwork and you can easily call us anytime. I did a search through our call logs and see if we ever received any calls from either phone since your treatment date in April, we didn’t receive any calls since your treatment date in April. I did a search through our email system to see if we ever received any emails since your treatment date in April, no emails were found. I did a search through our Website Contact system and to see we ever received any contact request since your treatment date in April except for this one I’m responding to now, we did not receive any. I also checked Angie’s List to see if something was missed there but nothing was there either. It seems like the treatment has been working since you have not requested any extra service. About your comments about giving us a review - I’m glad that you did not give us a bad review yet. However, it does seems like if we do not refund your money you will then give us a bad review. It seems this way because of the way you stated “Please refund my package amount. I have not put up any reviews at this time, however, service has been non-existent.” Just so you know, we have been in business over 15 years we know we cannot satisfy everyone all the time (but we do try!) sometimes no matter how hard we try, we are going to get a bad review. About your concerns - After doing a thorough check of your account, I do not see any reason to issue you a refund. You purchased an Annual Pest control package and have not needed one service call. Even with this one contact, I have no way of knowing if you are seeing any pest now, because you haven’t mentioned any. But if you do have pest that did pop back up, please don’t hesitate to contact us so we can get right out there and take care of it. I sorry if there has been some sort of misunderstanding about the service that you have but believe me we want to take care of any pest problem that you have and give you the service that you paid for. I’m sorry this reply is so long but I really do care about any concern my customers have and I hope that I addressed any that you have. If you have any more question please don’t hesitate to reply or give me a call. Shawn Manchette All American Termite and Pest Services Office@Bye-Bye-Pest.com www.Bye-Bye-Pest.com Toll Free (844) 644-PEST (7378) Office (386) 532-PEST (7378)