Unwilling to rectify a pest control issue due to insufficient product services provided by Green Tech. Nor willing to implement money back guarantee.
Within the last few months we have contacted Green Tech to express our concerns and that we were displeased with the service and wanted to find a way to successfully fix our pest control problem. With that we were guided to speak with ***** about these concerns directly and to be advised about the next steps in implementing the money back guarantee if need be. During the month of October we continually spoke with *****, ***** and front office associates about the the problem. **** our Tech was finally instructed to be sent out to our home, at no charge, with the new product ***** stated would finally make the problem go away. Unfortunately, this was not the case thus when our scheduled bi-monthly treatment came along, **** provided us with a bill, which was appalling to us, so we requested he stop treatment immediately until we got in touch with someone in the office.
Once I spoke with the front office associate I requested the reasoning for billing when the product obviously hasn't been working. Her response was that this is your regular service date and that to continue service we would have to pay. Once I expressed to her the obscenity in paying or continuing service for a product that does not work and we are dissatisfied with. She explained that either we can pay to continue service or cancel if we are unhappy. I then proceeded to cancel our service but requested that either ***** or ***** contact us back to discuss the money back guarantee. To no avail we did not receive a callback from either of them. We continued to try reaching them until finally on Nov. 12th **** was able to speak with *****, before our holiday travel to have them handle the problem or begin the money back guarantee process. ***** stated he would send *****, I presume a Senior Tech, to our home on 11/13/14 to conduct an inspection and provide a new treatment and sadly enough that never occurred.
Upon our return from our vacation my husband contacted Green Tech/***** and was provided less than satisfactory customer service. Rather an argument between the two of them ensued, in which the owner berated **** for "not following up", mentioning that "many customers make false accusations so how am I to believe your wife's complaints", and he also addressed our concerns by stating that "Come October you were out of our lives and service was no longer a priority", shortly proceeding those statements ***** hung up the phone on **** as he was speaking. So in just we were belittled, called liars and informed that our problem was no longer a concern to the company. All due to the fact that we ultimately wanted to do our due diligence and have our pest control problem solved or our money back so that we can contract with another pest control company.
Since 12/1/14 it has become obviously clear that Green Tech does not value their customers satisfaction, lack amicable customer service skills & non apologetically provide insufficient products. And with this knowledge our decision to cancel service was truly reinforced!
Through the past few months we have grown increasingly distraught and agitated by the way the company has neglected to adequately rectify and handled our pest control problem and needs. As well as become infuriated by the way we have personally been treated as human beings in such and aggressive and disrespectful manner. I personally reached out to the owner, *****, yesterday via email and the phone in order to speak with him directly about the line that has been crossed and how to officially proceed forward with the money back guarantee request. No surprise to us neither ***** or ***** have responded via email or the phone to my request to speak with them. Thus, we are now formally making this complaint through the BBB in hopes to have a more successful resolution to our problem .
I would expect that the owner(s) of the company, ***** & *****, would have tried their hardest to make this situation right! A humble apology to my husband and myself would be more than appreciated for he was only trying to be proficient and follow through on a problem that NEEDS to be fixed.
Also, I would expect that a local business such as Green Tech, that prides themselves on their products and service would make sure the needs of dissatisfied customers would be a priority and would have gone out of their way to make sure our needs were met at NO additional charge proceeding forward. Thus that has not been a viable option presented to us rather the need to verbally attack us and have the office associated deliver the message that we are at a "standstill", we feel the most amicable solution now in this settlement would be to refund monies paid for an unsuccessful service with the company via Green Techs' money back guarantee. This will allow allow us to proceed forward with another pest control company to rectify the problem.
This response was provided verbally to BBB:
We have been servicing this customer as a bi-monthly account since September 2013. In between the bi-monthly services they were calling us out for ant problems. On the times we went out there were very few ants were seen. We did our last service on 9/25/14. The customer was due for service again in October and the customer cancelled the service before that date. Now they are calling us in December for service that they cancelled at the end of September. We are no longer under contract or warranty with this customer.
We hope that the customer is able to find another pest control company that can take good care of them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Services were officially cancelled in October not September to clarify. Shortly following the visit from our Tech for our originally scheduled October bi-monthly treatment. As well additional services were not requested on a regular base between bi-monthly visits until September when we noted that the initial guarantee to resolve the pest control problem within a year was null. Hence the ant problem continued beyond that time frame. That is when we began to reach out to Green Tech to rectify the problem especially since there were more than a "few ants" in our bedrooms, bathrooms, entrance ways and in the front windows of our home. As mentioned on a phone conversation to *****, in which **** our tech was sent to our home with "new products" he to recognized/acknowledged the increased amount of ants in those areas, especially the ones that covered our night stand, that were around the sink area in our bathroom and that had a trail outside our front windows. Despite *****'s promise that the new product would stop the problem or that if the product does not work we can proceed forward with the money back guarantee, neither option has happened. The ants continue to be spotted around the house, in our bedroom, and entrance ways. We have made several attempts to contact the owners about their inability to solve the problem and the money back guarantee with no avail. Again, this has led us to contact the BBB to conclude this dispute. I am currently in the process of obtaining phone records that prove the multiple attempts we have made to the company before our cancellation and after, specifically due to the lack of customer service and successful product service. These records are to go to show our continual attempts to contact the company to rectify the situation and the lack of response from Green Tech to assist with the problem. Once received, documentation will be attached to this claim.
As mentioned in the original claim the few conversations we've had between ***** or *****, empty promises were made such as, "***** will come out to inspect and treat on 11/13", which was suppose to occur before we left for vacation. As well as the final conversation on 12/1 which occurred upon the return of our vacation in which ***** verbally attacked my husband and for reasons unbeknownst to me insinuated that I was a liar. As a company who advertises that they "strive to attain 110% client satisfaction" it is very disappointing that they have not made the attempt to truly obtain customer satisfaction. Simply by providing products that would successfully end our problem as originally guaranteed or by implementing the money back guarantee so that we can "find another pest control company that can take care of us". They may not have considered or even comprehend the huge financial disservice it would be for us as a customer to have paid for over a year for services that weren't successful and now be placed in a bind where we would now have to pay out of pocket again to have another company come behind Green Tech and rectify the situation that we originally paid them for. It is my hope that the BBB can mediate a resolve that would please both us as the customer and merchant.
Final Business Response
Mr. and Mrs. **** *****'s home was treated for pest control by our Company, Green Tech Termite & Pest Control starting on September 26, 2013. We have been treating their home on an ongoing basis since then.
In between "regular services" we would also come out and treat their ant problem at no additional charge as we were continually working on rectifying their pest issue.
Their next service was supposed to be done in October, but they called in after the respray at no additional charge at the end of September to cancel the contract saying that the reason being was the on-going ant problem.
In December, we received a phone call from them asking us to come out and take care of the ant problem again at no additional charge. Keep in mind we hadn't been there since September. We explained to them that we've been putting down different chemicals to rectify the problem and we must charge when we come out especially since we hadn't been there in a few Months as it costs us time & extra chemical if the home isn't kept on a regular maintenance plan.
Neither Mr. or Mrs. ***** would accept this for an answer. Mr. ***** continued to call and request a full refund of his money for the year since he didn't feel we rectified his problem. We felt as though we went above and beyond to satisfy them both. We told him that we could not give him a refund of his moneys. ***** and ***** had both said if you'd like us to come back out and treat again, we will have to charge for the service call since October's service had already been skipped and its imperative for the service to be continued on an ongoing basis or the infestation could possibly increase.
We are sorry that the *****'s are upset with our Company, but we also feel as though we tried all we can do to make things right with them and they were still unhappy. We wish them well in the future and hope they can find another company that will satisfy their needs.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter is in response to the Green Tech Termite & Pest Control letter dated December 26, 2014. It is true that Green Tech has been treating our home for ants since September of 2013. Unfortunately, at no point during this year of service has our ant problem been totally rectified. When my wife, *******, and I cancelled our service in October it was due to Green Tech coming to our home just a week after treating our home to retreat and provide us with a bill. The "free" retreatment they speak of was not actually a free treatment at all! In fact, our assigned service technician, ****, had visited our home a little over a week prior to the "free" service and treated the outside because neither I nor ******* were home at the time for him to treat the inside. After calling, we asked for Green Tech to send **** back to our home to treat the inside because we were still experiencing ant problems. After **** revisited our home he was sent back a little over a week later for our regular scheduled appointment. At that time we expressed our unhappiness and called the Green Tech office. We then, clearly expressed to them that we were not going to continue to pay for a service that fails to work. It was at this time that we cancelled and told the representative that we would be calling for our money back if the treatment that **** did a week prior failed to work.
In the beginning of November we started to experience ants again and I tried multiple times to contact ***** to no avail. The first week of November I called, twice, to speak to ***** and he was either in a meeting or not in the office. The second week of November I was able to speak with him and told him about our problem. I also let ***** know that me and my family were going to Ohio for a two week vacation starting the 14th November and wished to have some of these issues resolved before we left. ***** told me to call ***** and that ***** would personally come and treat our home because there was no reason we should still be experiencing this problem. I called to speak to ***** but he did not answer. I then left a message. After returning from our trip 30 November, I immediately called ***** who then continued to transfer me to his assistant or other associates or secretaries within the office. Only after I threatened to contact the BBB did he return my call. While we were talking I informed him that we still weren't able to get anyone out to our home and that on our return there were "literally" not figuratively hundreds of dead ants on our bathroom counter and floor. Our conversation did turn sour because of my request for a refund which the company and he stood by. I even went as far as telling him that the money "initially" wasn't my concern and that if they (Green Tech) would agree to rectify our issue with no additional coast to my family then I would be satisfied. However, if I had to seek another pest control company then I would need my monies returned. ***** then went on to state how Green Tech treated our house of two different occasions free of charge and that we got a good deal /"discount" when we signed up so we should be satisfied! I expressed that no matter how significant the discount/deal was I still spent money for a service that is ineffective. Unfortunately, ***** thought I was lying and stated that he "can't trust everyone" then hung up on me. I even called back and informed the secretary that ***** was more than willing to come and look at the hundreds of dead ants on our bathroom counter to prove that we weren't lying.
This may be unfortunate but the only ones being affected is me and my family. I value my dollars, as does ***** I'm sure, but I am unhappy at the fact that I paid for a money back guarantee service that did not produce absolute results. I'm also unhappy at that fact I've called multiple times and never got a call back from ***** and had to threaten to contact the BBB for me to get a call back. Of course he's just now spoken with me in December but I've been calling since the first week of November! How do we resolve this?? I still have ants and they still have my money. Like I told the secretary over the phone, if they are willing to use the new product and treat my home until we don't have ants anymore then I would be satisfied. If not, then we need our money back so we can contact another pest control service.