I requested refund b/c of a Breach in Cook's Contract by not sending 2nd Tech within 7 to 14 days as promised for roaches @ $140.00,initial treatment.
On 10-22-14, Sales Mgr, ****** ****, & ****** ********, Inspector, came to my apt for evaluation of a severe roach infestation problem. I was very detailed about my concerns since I had a roach problem after 2 yrs of living at my apt. It began after neighbor across from me moved in. Then increased when new Owners started APT renovation upstairs from me. Other concern was knowing soon, the APT across from me would be renovated to after tenants were evicted in 10/2014. I was pleased with evaluation.
I hired Cook's Pest Control on 11-6-14, signing the Contract Agreement on that day. On 11-11-14, ****, 1st Technician came & treated my Apt thoroughly for roach infestation inside & outside. I was pleased & asked him to schedule in advance with me for the 7 to 14 day (by law) 2nd appointment then because I function by calendar & am very busy. He refused saying he had 300 customers per month & that he'd call me the day before he would be in my area. ****** had told me to secure an appt with this Tech, so I was surprised **** wouldn't schedule in advance to please the customer.
When 7 days passed by & I hadn't heard from ****; I became concerned & started calling ****** to let him know I hadn't heard from ****. ****** promised to call company headquarters to find out what was going on. The 14th day was on Tues/11-25-14, & Thanksgiving was on Thurs/11-27-14. I wanted 2nd Paid treatment by or before 14th day given severity of roach problem. I heard from ****** before the 14th day but he'd told me most likely my 2nd treatment would not happen by the 14th day because of 11-27-14 Holiday which I told him I was not happy about at all!
****** told me to expect a call from a new Tech, ****, who called me by 12-5-14 to schedule for Thurs/12-11-14. **** told me he was coming to treat only the OUTSIDE of which I corrected him that it was still the INSIDE & OUTSIDE & MY 2ND TREATMENT FOR $140 THAT NEEDED TO BE DONE. I DIDN'T UNDERSTAND WHY HE HAD MISINFORMATION ON ME BEING A NEW CUSTOMER.
THEN **** CALLED ME ON, MON-TUES 12/8-9/14 TO TELL ME HE WAS COMING TO TREAT "ONLY THE OUTSIDE" ON WED/12-10-14, AN ENTIRE DAY EARLIER & STILL SAYING "ONLY THE OUTSIDE" WHICH WAS INCORRECT! I TOLD HIM AGAIN, "INSIDE & OUTSIDE;" HE AGREED WITH ME SAYING THAT IT'S THE COMPANY THAT GENERATED PAPERWORK TO HIM THAT TOLD HIM THAT WHICH WAS PUZZLING TO BOTH OF US. I TOLD **** HE COULDN'T COME OVER A DAY EARLIER B/C OF OTHER PLANS WHICH IS WHY I AGREED TO THURS/12-11-14, BETWEEN 4:00 TO 4:30 P.M.
THEN WHILE I WAS ENROUTE ON THE BUS HOME ON THURS/12-11-14, AT 3:30 P.M.; **** CALLED ME AT 3:45 P.M. TO SAY HE WAS AT MY APT & KNEW I WASN'T HOME. I TOLD HIM I WAS ON THE BUS & WOULD BE THERE IN ABOUT 15-20 MINUTES. HE TOLD ME HE HAD PAPERWORK AT THE OFFICE TO DO & WOULD HAVE TO LEAVE MY APT IN 10 MINUTES! I WAS SHOCKED B/C HE WAS EARLY & I WAS GOING TO BE ON TIME AS AGREED BETWEEN 4:00 TO 4:30 P.M. I TOLD HIM THAT B/C OF OUR AGREED UPON TIME FRAME HE WOULD BE WRONG TO LEAVE IN 10 MIN. & IF HE DID LEAVE; I'D CALL ****** IMMEDIATELY! HE AGREED TO WAIT & I ARRIVED TO MY APT COMPLEX AT 4:05 P.M. I TOLD HIM WHEN WE MET THAT I DIDN'T APPRECIATE HIM THREATENING TO LEAVE BEFORE THE AGREED UPON TIME FRAME. HE APOLOGIZED, I ACCEPTED & WE MOVED FORWARD. HE THOROUGHLY DID A GOOD JOB INSIDE & OUTSIDE. HE GAVE ME A CLIPBOARD WITH THE SERVICE REPORT INVOICE/TICKET TO REVIEW & SIGN. HE LEFT WITHOUT GIVING ME THE TOP, WHITE ORIGINAL COPY OF MY TICKET AS ADAM DID. I FIGURED HE'D CALL & MAIL IT SOON TO ME. I CD ****** LATER & LET HIM KNOW THIS. WHEN HE ASKED **** @ MY INVOICE; HE TOLD ****** "HE THOUGHT HE'D GIVEN IT TO ME" WHICH IS STRANGE. YOU'D HAVE TO BE BLIND TO NOT SEE YOU DIDN'T TEAR OFF THE "TOP WHITE ORIGINAL CUSTOMER COPY!" I CD ****** SAT/12-13-14; TOLD HIM @BREACH OF MY CONTRACT & I WASN'T HAPPY. I GOT DISTRICT MGR/**** ********** INFO, EMAILED HIM & REQUESTED MY REFUND/REASON WHY ON 12-16-14.HE PROMISED I'D RECEIVE $140 WITHIN 2 WEEKS, WHICH NOW I DON'T TRUST!!!
I AM REQUESTING A FULL REFUND OF $140.00 OF WHICH I HAD PAID INITIALLY UPFRONT FOR TWO (2) PEST CONTROL TREATMENTS FOR BOTH THE "INSIDE AND OUTSIDE OF MY APARTMENT." THE SECOND TREATMENT WAS GUARANTEED VERBALLY AND BY CONTRACT TO BE DONE WITHIN A 7 TO 14 DAY PERIOD FROM MY INITIAL NOV. 11, 2014, FIRST TREATMENT DAY. I HAD ALREADY CALCULATED, NOVEMBER 25, 2014 TO BE THE 14TH DAY FROM MY FIRST TREATMENT ON NOVEMBER 11, 2014. I HAD EVEN SPOKEN TO THE CITY MANAGER OF STONE MOUNTAIN'S CODE ENFORCEMENT ABOUT THE FACT THAT MY APARTMENT OWNERS HAVE REFUSED TO PAY FOR AND PROVIDE PEST CONTROL SERVICES AT MY APT COMPLEX UNTIL IT WAS 50% FILLED WHICH MAKES NO SENSE AT ALL. IN TALKING TO THIS CITY MANAGER; HE HAD CONFIRMED THAT THERE WAS A LAW IN GA THAT STATES THAT A PEST CONTROL COMPANY MUST WAIT A MINIMUM OF 7 DAYS BEFORE THE SECOND TREATMENT FOR ROACHES. SO, IT WAS REASONABLE FOR ME TO HAVE ALLOWED THE 7 DAYS TO PASS BY, AND THEN FOCUS ON THE 8TH TO 14TH DAY LATER AS TO WHEN I SHOULD HAVE BEEN SCHEDULED FOR MY SECOND TREATMENT FOR A SEVERE ROACH INFESTATION PROBLEM. I AM ALLERGIC TO ROACH FECES, AND INFORMED ****** ****, AND ****** ******** ABOUT MY CHRONIC HEALTH CONDITIONS OF ENVIRONMENTAL ALLERGIES, ASTHMA, AND CHEMICAL SENSITIVITIES CONNECTED TO MY FIBROMYALGIA CONDITIONS. THEY HAD PROMISED TO UPDATE WHATEVER TECHNICIAN WOULD BE COMING OVER TO TREAT MY APARTMENT AND I TRUSTED THIS.
I ALSO HAVE ADDITIONAL HEALTH CONDITIONS THAT REQUIRE ME TO KEEP MY STRESSES IN LIFE DOWN, OF WHICH THIS ENTIRE EXPERIENCE WITH COOK'S PEST CONTROL ADDED TO MY INCREASED STRESS LEVELS. I HAVE BEEN TO MY MEDICAL DOCTOR A FEW TIMES REGARDING MY HEALTH CONDITIONS THAT WERE AFFECTED BY THE FACT THAT I ENDED UP BEING THE ONE TO REALLY HAVE TO FOLLOW-UP ON "WHAT WAS SUPPOSED TO HAPPEN ON MY BEHALF BUT DIDN'T IN THE END!"
AT THIS POINT, GIVEN HOW MY HEALTH WAS AFFECTED WITH THIS UNNECESSARY STRESS, SIMPLY BECAUSE THE COMPANY FAILED TO HONOR THEIR VERY OWN CONTRACT AGREEMENT; I DO BELIEVE THAT REFUNDING ME THE AGREED UPON $140.00 WHICH I PAID WITH CHECK #2055, ON NOVEMBER 6, 2014; THAT THIS IS A VERY SMALL PRICE TO PAY FOR ME BEING TOTALLY INCONVENIENCED AT EVERY TURN IN THE PEST CONTROL TREATMENT PROCESS. IT CERTAINLY NEVER WENT FOR ME AS I WAS TOLD TO EXPECT; WHICH FROM MY PERSPECTIVE IS A "BREACH OF CONTRACT," AND MISREPRESENTING THEIR SERVICES IN THE TIME FRAME OF 7 TO 14 DAYS MINIMUM FOR THE INITIAL $140 THAT I WAS CHARGED. IT REALLY WOULD HAVE BEEN A LOT OF NERVE FOR THEM TO EXPECT ME TO PAY ANOTHER $35 PER MONTH IN DECEMBER 2014; WHEN IN FACT THAT WAS SUPPOSED TO HAVE BEEN THE MONTH WHEN I STARTED TO MAKE $35.00 PAYMENTS A MONTH FOR THE NEXT 12 MONTHS!! I ALREADY KNEW THAT I'D OWE THEM NOTHING MORE FOR DECEMBER 2014, BECAUSE IT WAS EXACTLY "ONE MONTH LATER ON THE 11TH OF DECEMBER FROM WHEN I HAD MY VERY FIRST TREATMENT "INSIDE AND OUTSIDE" OF MY APARTMENT.
I'M AGAIN LOOKING AT THE LACK OF TIMELINESS IN EVEN THE "REFUND PROCESS" OF WHICH I HAD EXPRESSED CONCERN ABOUT TO **** ********** IN A SECOND FOLLOW-UP EMAIL TO HIM WHEN HE FIRST DID NOT ACKNOWLEDGE MY "FINAL CHOICE" AS TO WHAT I WANTED TO HAPPEN TO SETTLE THIS SITUATION.
**** **********'S OFFER TO ME FIRST WAS TO CONSIDER ALLOWING COOK'S TO TREAT MY APT AT NO COST A COUPLE OF MONTHS, ETC. OR TO RECEIVE A REFUND. OF COURSE, BECAUSE OF MY HEALTH CONDITIONS, AND INCREASED STRESS IN DEALING WITH THEIR COMPANY; I STILL CHOSE THE REFUND WHICH BY THE WAY THEIR CONTRACT AND BROCHURES STATE THEY STAND BEHIND THEIR SERVICES AT 110%!! THIS I HAVE YET TO SEE!
I AM ASKING THAT I RECEIVE MY REFUND BY NO LATER THAN TUESDAY, DECEMBER 30, 2014, WHICH IS EXACTLY 2 WEEKS FROM MY DECEMBER 16, 2014, REFUND REQUEST EMAIL TO **** **********. THAT IS ALL I WANT, AND EXPECT AT THIS TIME. WE'RE ALMOST AT THE END OF ANOTHER YEAR, AND I ABSOLUTELY DO NOT WANT THIS UNRESOLVED PROBLEM TO CARRYOVER INTO THE NEW YEAR, 2015! I BELIEVE THIS IS MORE THAN REASONABLE GIVEN MY KNOWN HEALTH CONDITIONS.
We are so sorry the customer did not get the second visit as apparently promised. We processed and mailed a refund check earlier this month as requested by the customer. amount of refund sent $140.00.
(The consumer indicated he/she DID NOT accept the response from the business.)
NO, I ABSOLUTELY DO NOT ACCEPT THE RESPONSE FROM THE COOK'S REPRESENTATIVE THAT REPLIED TO MY COMPLAINT! THE REASON WHY IS BECAUSE, TO DATE, FRIDAY, JANUARY 16, 2015; I STILL HAVE NOT RECEIVED A CHECK IN THE AMOUNT OF $140.00 AS INDICATED IN THEIR RESPONSE.
UNFORTUNATELY, BECAUSE MR. ********** EITHER CHOSE NOT TO THOROUGHLY READ, AND/OR SIMPLY NEVER READ MY LAST EMAIL TO HIM DATED, DECEMBER 16, 2014; WHERE I SPECIFICALLY REQUESTED THAT MY REFUND CHECK BE MAILED TO MY POST OFFICE BOX MAILING ADDRESS OF 8 YEARS TO THE ADDRESS BELOW:
**************, ** *****
I SPECIFICALLY GAVE MR. ********** THIS INFORMATION JUST AS I HAVE TO ANYONE WHO NEEDS TO MAIL ANYTHING TO ME "NO MATTER WHAT IT IS." ALTHOUGH I WAS THE ONE TO CALL AND SPEAK TO *** AT COOK'S PEST CONTROL, ON TUES/JAN 13, 2015, AT 8:01 A.M. WITH HER RETURN CALL TO ME AT 8:17 A.M.; I HAD JUST WANTED TO FIND OUT THE STATUS OF MY REFUND. I HAD GIVEN MR. ********** THE "UNDESERVED BENEFIT-OF-THE-DOUBT," TO EXPECT THAT WITH HIM BEING THE DIRECTOR IN A MANAGEMENT POSITION; THAT HE WOULD HAVE EXPEDITED MY REFUND CHECK ON DECEMBER 16, 2014, GIVEN THE FACT THAT TWO MAJOR HOLIDAYS WERE INVOLVED. HE KNEW ALREADY THAT WITH THESE HOLIDAYS, THAT THEIR EMPLOYEES WOULD BE USING THEIR "USE OR LOSE VACATION TIME" DURING THAT VERY SPECIAL HOLIDAY TIME.
HONESTLY, GIVEN THE FACT THAT MR. ********** TOLD ME TO EXPECT MY REFUND CHECK WITHIN TWO (2)WEEKS; THIS IS THE "ONLY" WAY THAT GOAL WOULD HAVE BEEN MET; FOR HIM TO EXPEDITE MY REFUND CHECK. HIS FIRST BAD CHOICE WAS TO NOT "READ IN FULL" MY REFUND REQUEST EMAIL WHERE I TOLD HIM TO HAVE MY REFUND CHECK MAILED TO MY POST OFFICE BOX. I DID NOT EXPLAIN THE REASON WHY BECAUSE IT WASN'T THE POINT. MY REQUEST SHOULD HAVE SIMPLY BEEN HONORED.
NOW I KNOW THAT MR. ********** IN BEING THE DIRECTOR, DID NOT ALERT HIS ACCOUNTING STAFF BY TELLING THEM AND/OR GIVING THEM A COPY OF MY REFUND REQUEST EMAIL. TO DATE; THIS UNSEEN REFUND CHECK HAS NEVER ARRIVED AT MY RESIDENCE ADDRESS AS I'D EXPECTED, GIVEN THE MANY MAIL DELIVERY PROBLEMS THAT I, AND OTHER TENANTS HAVE HAD A VERY LONG TIME. THE NEWEST MAIL CARRIER IS VERY AWARE OF ME NOT RECEIVING THIS CHECK NOW BECAUSE HE'S A FEW DAYS OLD TO THE ROUTE, AND HAS SEEN HOW MUCH OF A MESS IT IS.
I CALLED & SPOKE TO ***, ON 1/13/15, & SHE TOLD ME A REFUND CHECK WAS SENT TO THE "WRONG ADDRESS", MY RESIDENCE ADDRESS OF WHICH IS WHERE IT WAS NOT SUPPOSED TO GO TO AT ALL PER MY REQUEST. I THEN FORWARDED *** MY EMAILS TO MR. ********** WITH MY REFUND REQUEST SHOWING THE CORRECT MAILING ADDRESS FOR ME. SHE CONTACTED THE HEADQUARTERS OFFICE ASKING THAT THE CHECK SENT TO THE WRONG MAILING ADDRESS ON JAN. 6, 2015, BE CANCELLED WITH A NEW REFUND CHECK ISSUED IMMEDIATELY FOR ME, WHICH I WAS TOLD TO EXPECT IT BY THURSDAY, 1/15/15.
HOWEVER, AS OF FRIDAY, 1/16/15, THIS CHECK STILL HAS NOT ARRIVED TO MY **********************, **************, ** YET. I CALLED & SPOKE TO *** AGAIN TODAY, FRIDAY, JAN 16, 2015 AT 12:00 NOON AND 1:24 P.M., SINCE I HADN'T RECEIVED THE REFUND CHECK BY YESTERDAY, THURSDAY, JAN 15, 2015. THERE WAS NO CONFIRMATION EITHER WAY AS THERE SHOULD HAVE BEEN FROM YOUR HEADQUARTERS OFFICE TO LET ME KNOW "WHEN THE REFUND CHECK WAS ISSUED AND MAILED TO ME." AGAIN, THERE'S A TOTAL LACK OF PROFESSIONALISM IN ALL AREAS OF COOK'S PEST CONTROL THAT NEEDS A MAJOR OVERHAUL; ESPECIALLY THE ACCOUNTING DEPARTMENT!
MAJOR SIGNS OF INEFFICIENCY OF EVEN YOUR ACCOUNTING DEPARTMENT IS REALLY UNFORTUNATE IN THE YEAR 2015; BECAUSE MANY FORMER CUSTOMERS HAVE MENTIONED PROBLEMS WITH REFUNDS IN THE PAST FROM COOK'S PEST CONTROL. OBVIOUSLY, IN ALL OF THE MANY YEARS SINCE THOSE COMPLAINTS; THESE PROBLEMS STILL EXIST. WHENEVER A COMPANY IN THE YEAR 2015, HAS NOT CROSS-TRAINED THEIR EMPLOYEES, AND STILL HAVE JUST "ONE" PERSON WHO KNOWS ACCOUNTING, ETC., IT'S A MAJOR RED FLAG THAT THEY'RE STILL OPERATING IN THE "DARK AGES."
I TOLD *** THIS AFTERNOON (1-16-15), THAT I KNEW IT WASN'T HER FAULT WITH ALL OF THIS CONFUSION B/C MR. ********** WAS VERY NEGLIGENT BY NOT INITIALLY TELLING THE ACCOUNTING DEPT TO EXPEDITE MY REFUND CHECK IN THE BEGINNING OF THE PROCESS! THIS WOULD ONLY MAKE SENSE WHEN DEALING WITH A VERY UNSATISFIED CUSTOMER WHOSE BEEN ROYALLY MISTREATED AND GIVEN THE "RUN AROUND" JUST AS ALL OF THE COMMENTS THAT HAVE BEEN MADE BY OTHER FORMER CUSTOMERS IN COOK'S REVIEWS...JUST FOR THE PUBLIC'S KNOWLEDGE. I THANK GOD FOR REVIEWS B/C THIS WAY I KNOW THAT I'M NOT THE ONLY ONE TO HAVE EXPERIENCED ALL THAT I HAVE WITHIN A 2+MONTH TIME FRAME.
I ALSO TOLD *** THAT WITH IT BEING "ONE MONTH ON TODAY, JAN 16TH" FROM MY INITIAL REFUND REQUEST; THAT I'M ONLY ONE PHONE CALL AWAY FROM GIVING THE "GO AHEAD WITH MY ATTORNEY" TO TAKE ACTION A**INST COOK'S PEST CONTROL B/C THE INCREASED STRESS OF THIS UNRESOLVED PROBLEM HAS AFFECTED MY HEALTH AS ALREADY EXPLAINED TO MR. **********, IN MY PREVIOUS EMAILS. OBVIOUSLY, HE NOR THOSE WHO ARE AT THE TOP IN MANAGEMENT, ABSOLUTELY DO NOT CARE ABOUT THAT, OR THEIR CUSTOMERS AS THEY FALSELY ADVERTISE WITH THEIR "110% SATISFACTION GUARANTEED REFUND POLICY." AT THIS POINT, I CONSIDER IT ALL A LIE AND VERY MISLEADING ADVERTISEMENT.
IT IS MY HOPE THAT COOK'S WILL IN THE FUTURE "STOP" TELLING THEIR SALES REPRESENTATIVES FROM SELLING TO THEIR POTENTIAL CUSTOMERS ABOUT COOK'S BEING A CHRISTIAN-BASED COMPANY. WHERE IS ANY SIGNS OF CHRISTIANITY THROUGHOUT MY ENTIRE "2++ MONTHS" OF MY NIGHTMARE EXPERIENCES WITH THEIR TECHNICIANS B/C OF THE "TOP MANAGEMENTS LACK OF ABILITY TO DIRECT THEM PROPERLY;" IN ADDITION TO THE BEHIND THE SCENES WITH THEIR SALES MGRS AND INSPECTORS AS TO WHAT TOP MGMT TRAINS THEM TO FALSELY TELL POTENTIAL NEW CUSTOMERS. UNTIL COOK'S ESTABLISHES THEMSELVES WITH A HIGHER STANDARD OF SERVICE TO BOTH THEIR CUSTOMERS AND EMPLOYEES, SADLY YOU'LL CONTINUE ON THE SAME "MERRY-GO-ROUND OF INEFFICIENCY IN ALL AREAS OF YOUR COMPANY."
IN ESSENCE, THE RESPONSIBILITY OF ME NOT RECEIVING MY $140 REFUND CHECK IS BECAUSE OF THE VERY TOP MANAGEMENT, NAMELY THE OWNERS NEGLIGENCE. IT SEEMS THEY NEED TRAINING AND PROPER ETIQUETTE THEMSELVES.
I TOLD *** TODAY (1-16-15),THAT IF MY $140 CHECK IS NOT RECEIVED BY ME AT MY POST OFFICE BOX BY 10:00 A.M., ON MONDAY, JAN. 19, 2015; WHEN MY MAIL IS DELIVERED TO MY POST OFFICE BOX; I WILL THEN CALL MY ATTORNEY IMMEDIATELY FOR THEM TO PROCEED WITH LEGAL ACTION A**INST COOK'S PEST CONTROL.
THE CONTINUED DELAYS AS DEMONSTRATED BY FIRST THE LACK OF ABILITY TO "READ BY MANAGEMENT," TO THE "LACK OF ABILITY OF MANAGEMENT TO DISCERN" THE NEED TO EXPEDITE A REFUND CHECK TO A CUSTOMER WITHIN THE TWO (2) WEEKS AS THEY PROMISED TO ME; ALL THAT I AS THE CUSTOMER HAS EXPERIENCED IS TOTALLY WRONG AND UNACCEPTABLE ON ALL LEVELS OF CUSTOMER SERVICE!
MY MAILING ADDRESS AS TOLD TO *** TODAY (1-16-15), FOR OVERNIGHT DELIVERY OF WHICH SHE SAID WAS POSSIBLE IS:
MS. ********* **********
**************, ** *****
IF THERE ARE ANY FURTHER QUESTIONS ABOUT THIS ADDRESS, OR ANYTHING ELSE; PLEASE DON'T HESITATE TO CONTACT ME PRIOR TO, TUESDAY, JAN. 20, 2015, AT 10:00 A.M. THIS ONE DAY, DATE EXTENSION IS SOLELY BECAUSE OF THE MARTIN LUTHER KING, JR. HOLIDAY, WHICH I DO BELIEVE TO BE REASONABLE AT THIS TIME. THANK YOU!
MS. ********* *. **********
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I did in fact, finally receive my Refund of $140.00, well over a month instead of within the two weeks from December 16, 2014, that I'd been promised to receive it per email.
I am satisfied now, despite the inconveniences that I'd experienced throughout my experiences with Cooks Pest Control.
Final Business Response
I have an email from Ms Richardson stating she got her check and was dropping the complaint. Cook's has fulfilled what she has asked.