[removed members name], This is to address your email from Sunday February 22, 2015. Let us begin by stating that while we are understanding of your frustration with your bedbug problem, we will not accept responsibility for your continued problem and your misrepresentation of the facts that have occurred; particularly in light of the fact that the day you posted information about having a bed bug walk across your face, your unit had not been treated since January 23, 2015. That being said, if your building has an infestation, which other companies are, according to you, remedying at this point, we cannot accept responsibility for the continued infestation. It has been made clear that your unit as well as other units surrounding have had issues concerning bed bugs. If other infested units were not being treated for bed bugs, unfortunately the issue may resurface. A three treatment procedure was made to your unit, on the following dates: 12/5/14, 12/12/14, 12/19/14. We returned and treated your unit on two additional occasions at no charge on 1/15/15 and 1/23/15. I understand we serve as a convenient scapegoat for your bed bug issues but the treatments appeared to resolve the issue and we have an email from you suggesting just that. During the period from 1/23/15 to 2/22/15, if surrounding units are not being treated, again, unfortunately an issue may return as that is the difficulty residing in a condominium building, and perhaps provides basis to the laws regarding treatment of bed bugs in the city of Chicago. First of all, the three treatment process to your unit began two weeks prior to beginning treatment to the other unit. We had installed monitors prior to treatment because that is our protocol, as well as the law in the city of Chicago. The monitors are not 100% accurate; and that was made clear not only to you but with the management company. The management company was informed of the severity of the issue immediately following the first treatment and the recommendation was made to place monitors in the surrounding units. We felt this was the best course of action even though this course of treatment is not mandated in Evanston. When the monitors reflected no bed bugs, we initially perceived there was not an issue. At which point, you provided samples in the jar. It is evident that you were simply trying to prove a point, however, as stated previously, the monitors are not 100% and we will not attempt to sell an unnecessary service to you. When you provided the samples, we confirmed the bed bug issue, gave you our professional recommendation and proceeded with treatment. The process was explained and we expressed confidence that we could handle the issue. The extent of the problem appears to be a much greater infestation in the building, as you stated, your building is now on the 3rd exterminator. You blatantly misrepresented the facts when you mentioned that the resident in the particular unit, had regular treatments and therefore we should have been aware of the problem. In the last year, during our monthly visits, this particular unit signed up for treatment twice; once last spring and once in the fall. In addition to that, even if that individual had signed up for monthly service, which they had not, the monthly pest control service is to treat for insects, spiders, and roaches, and does not include a search for bed bugs. The service includes, unless the customer requests otherwise, a treatment of baseboards, and cabinets, in the kitchen and bathrooms. We do not treat or inspect for bedbugs during our monthly visits, and if we are not made aware of any additional concerns by the tenant, (which we were not), there is no way to know. If you need someone to blame for this, perhaps, it is that tenant for letting the problem escalate before seeking professional help. We would also like to address your other complaints with service, such as the odor of the chemicals, and not replacing the wet cushions. After spraying cushions, they are damp and it is best to allow them to dry before returning them. As far as the smell, we are an exterminating company and use pesticides. In the treatment process, there may be an odor that some people are more sensitive to than others. Chemicals and pesticides may produce an odor, therefore your "diatomaceous earth" approach may be a better suit for you if the odor is so bothersome to you that it prompted a complaint. Your frustration about having a bed bug issue is understandable but your questioning our professionalism and honesty is offensive and unfair and your outrage is clearly misplaced. We question your judgment and reasoning when you threatened to send bed bugs to the home of our bookkeeper before scheduling the last treatment. The threat was upsetting and disturbing to say the least. On one occasion, you sent an email indicating that you believed the problem was getting resolved and improving and we cannot be responsible for untreated units in a building. We sincerely hope the bed bug issue in your home, and building is resolved. Sincerely, Gavin Pest Control