Response from A American Pest Control
We are very upset to have any customer who is not more than satisfied with our service, so of course we immediately reviewed all files concerning this customer. This customer purchased one of our deals from Angie's List ($39 for Initial Pest Control) at a saving of over $95 off the regular retail price. This service required a 12 month Service Agreement that the customer approved on June 14th, 2013. We returned on August 1st, to perform the 1st Bi-Monthly Maintenance service, as well as to re-service a pest problem inside. Anytime one of our customer's is experiencing a continued pest problem, we ask a lot of questions & inspect thoroughly to properly identify the problem. Proper pest identification is essential to ensure an effective treatment and to minimize the pesticides that are applied inside our customer's homes. On August 1st, "Mrs" was home when we arrived to perform the service. She became very upset at the number of questions we were asking. [We asked her to describe the bugs she had seen (there were none present at the time), when and where she had seen them, in what numbers, etc...] She expressed frustration that we were asking so many questions and not just "re-spraying inside". Of course we were asking so many questions so that we could ensure the proper materials were being applied, that they were being applied in the right place, and with the proper equipment. (Some ants require interior baiting for control, others require an interior spray, others require an aerosol in the walls, while even others require modified exterior applications). "Mrs" finally got so frustrated with our questions that she told us to leave and close the door. At this point, being quite confused at her frustration, we called "Mr". He apologized and explained that his wife was from overseas, and that she might have had trouble understanding the questions, the reason for the questions, or couldn't verbalize an answer to the questions. This provided an understandable explanation for his wife's frustration. (As a side note, this was not evident during the discussion with her because she speaks very clearly with a minimal accent). He then re-scheduled the service for Saturday, August 3rd (when he could be home). At that time, we were able to properly identify the pest issues, and modified our interior application accordingly. When we called "Mr" in October to schedule the next regular maintenance service, he asked about cancellation. He explained to us that "he" was very happy with our service, but his wife was still very upset because she felt we were very rude in August. At this point, even though our Service Agreement doesn't allow for cancellation within the 1st year, we approved the customer to cancel if he would pay for the savings he received as a direct result of his approval of the 12 month agreement. He did so, and seemed to have left on good terms, until we saw this review. Because we were unaware of the communication barrier before hand, and because of the high priority we place on proper pest identification, we don't see how we could have prevented the frustration experienced. We also feel that we went above and beyond by providing the customer the option to cancel the service agreement, even though there was no requirement to do so. Any perceived rudeness was completely unintentional, and we believe is reasonably explained by the language differences, and we hope our customer's give us the benefit of the doubt and will choose open communication with us should similar situations ever arise in the future. Our customer's satisfaction is second only to our customer's safety, and this is evidenced by the overwhelming number of consistently positive reviews posted here on Angie's List, and on other websites. Very Respectfully, Scott Currier Owner A-American Pest Control