On Monday 7-7-14, representatives for Clear Defense Pest Control (CDPC), male and female, came to our residence offering a pest control service with guarantee. On that date, after discussing the product and services, my wife and I signed a service agreement. On that day the male rep, whom we will call M.D., scheduled an service appointment with his home office for Wednesday 7-9-14. On Tuesday 7-8-14, I received a voicemail from a CDPC rep stating that they had a scheduling conflict and couldn't come out on Wednesday. On Monday 7-14-14, I called CDPC during normal business hours and left a message to have them contact me for an service appt. and no one returned my call. I called CDPC again on Tuesday 7-15-14 and spoke with a rep who scheduled me for Sat. 7-19-14. That day a service tech came out and performed the service. This tech was very professional and kind. However, One part of the service was to remove all "reachable" cobb/spider webs and spray. After the rep left, there were still webs on the house and front porch area. I took photos of the webs. On Monday 7-21-14, I called CDPC during normal business hours about the web issue and got their voicemail. I left a VM and to this day, 7-28-14, I nor my wife have not gotten a return phone call.
This complaint is not toward the service tech. The tech was extremely professional. It is towards the LACK communication from customer service in returning phone calls. I would like my initial service charge of $99 be returned, no other future charges be drafted from my account and the service agreement TERMINATED.
Business Response /* ****** ** *********** */
At ClearDefense, we consider customer service and customer satisfaction our top priorities. We are very disappointed that you've experienced a lack of communication on our part. We are truly sorry for that. We want you to know that we take this issue very seriously. We have put in place additional procedures which we hope will prevent this from happening again in the future.
The reason for our delayed response was due to our efforts to find the shortcomings in our communication. I've contacted our phone provider and had our call records pulled. I then searched the number listed on your account and found the following calls: on 07/08/14 at 6:55 pm we called to reschedule your service on the 9th, on 7/11/14 at 1:18pm we called again (reason unknown), on 07/16/14 at 5:47 pm we received a phone call from the number listed on your account a message was left, on 07/17/14 at 8:53am we attempted to return the voicemail (Unfortunately we mis-dialed and left a message on an incorrect number). On 07/30/14 at 7:13pm and on 07/31/14 at 4:37pm we called and left voice messages including leaving a personal cell phone number for you to be able to call back. According to the phone companies records there are no further records of calls from the number listed on your account or our office. If you would like a copy of these phone records to review we would be happy to provide you a copy. If there is another number you have that we can search we would be happy to do that as well.
Please allow us an opportunity to exceed your expectations by returning my phone call at your earliest convenience. I want to do whatever I can to rectify the situation and come to a solution that will exceed your expectations.
As a small local company, our customers are our livelihood. We do appreciate the feedback and have used this as an opportunity to improve how we do business.
Our thanks to the Better Business Bureau for allowing us the opportunity to address this issue.