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2021-095 Council Resolution
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2021-095 Council Resolution
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Last modified
11/5/2021 11:07:51 AM
Creation date
9/16/2021 4:02:43 PM
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City Council
Council Document Type
Resolutions
Meeting Date
09/13/2021
Council Meeting Type
Regular
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Complaint Type: Billing/Collection Issues <br />Status: Answered <br />OS/24/2021 <br />A salesman for the company stopped by while I was out and spoke to my elderly and confused father. They <br />ended up calling me and offering service. I told them I was busy. They said if I wanted a service that day they <br />would give me a $99 treatment. They told me later that they did not do the interior since we were currently <br />moving and that they would return. And they would contact me in the future for quarterly services. We began <br />having a big problem with bites to the kids so I called them to have the interior sprayed. They charged me $149 <br />for the treatment. It was supposed to be free since they did not complete the first treatment. In addition they said <br />if I have them come quarterly they will return for free in between if there is a problem. When I contacted them <br />they refused to reverse the charge, less than thirty days from the original incomplete service. I told them I would <br />not have them back out and they have since called and emailed me to let me know there is a cancellation fee. <br />Response <br />08/25/2021 <br />We request the customer calls or emails us to discuss these concerns further, please just aslc for ***** <br />The allegation that services were sold to her father who is unable to understand the agreement is extremely <br />serious and we would like to investigate this further. We have a service agreement with *** not her <br />father. We need clarification on if this is a situation where her father signed up on her behalf, the signed service <br />agreement has been attached for review. <br />Interior services and reservices between regular maintenance services are always free. The only services <br />scheduled for this customer's home were regular maintenance services, on the schedule shown in the signed <br />agreement. The first two services are spaced 4 to 6 weeks apart to break down pest breeding cycles, then <br />proceed on a quarterly maintenance schedule. <br />The customer received a discount in exchange for agreeing to a year's worth of maintenance service. This <br />agreement is contingent on the customer reimbursing us for this discount if they do not follow through with the <br />year's worth of maintenance services. This is the "cancellation" fee the customer is referring to, and was waived <br />by us prior to the submission of this complaint. <br />It is always our goal to part ways on good terms, we urge the customer to call or email us to discuss their <br />concerns with our manager, * * * * * <br />Customer Response <br />08/26/2021 <br />9e�ek xx$e*eke kk 9ea'c �etF�Y�'ek�e9e9e �9e** �e�e�c�9c9e *� 9e 9c��**� �ek� 9e9e��F �:O:F�e �nF � �at'ot'9e�9e ��� x�'e� �cxic xicxr.xxxr.r. <br />**� 9e:�:k9:9e9ed:*k �e-!e x* :F:k9t�*9e cede �x�enYx*�Y:k ���x x�xxxxxxnF xxnF� �* *��Y��'e* ache denk***nk* 9e9e9cr.r.r.�r.icr. <br />x*�F���F-Jex�e�e de�k�de�eJe9e <br />I am rejecting this response because: I was not home so they have no contract with me. I agreed to the initial <br />service only, no commitment. They were pushy to perform the initial service. I called to complete the first <br />service not to request a second. They ask for me to contact them but I did so immediately upon seeing the <br />charge and they had no interest in resolving this until I filed with the BBB. <br />****************** <br />Complaint Type: Problems with Product/Service <br />Status: Answered <br />08/16/2021 <br />
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