Nvirotect Pest Control Services

Service Provider Response

This complaint is not factual. This gentleman decided to enter into an annual service agreement with 9 services and levelized pricing to offset upfront costs. He was offered a variety of packages / programs that included ones without a service agreement which would have made services al a carte, but he chose the 1 year agreement with levelized pricing. He chose a package to suit his needs. He reviewed, read and signed the service agreement. We serviced the lawn on 2/26/18 with 5 separate services. We performed our standard lawn fertilization, an annual fire ant treatment, a pre-emergent treatment, a flea & tick treatment and a white grub treatment. Within 2 weeks of the service, this gentleman changed his mind and wanted out of the agreement stating poor service as the reason. Applications of these treatments are not a detriment to a yard, nor do they cause weeds to grow. The customer states they attempted to switch to another company based on our poor performance. It is unrealistic to assess lawn results within 2 weeks of time with only 1 overall service performed. This customer was never asked to pay for the entire agreement in full to leave the agreement. Instead, we offered the customer to leave the service agreement that they signed, but stated that they would need to pay for the services already rendered. Therefore, we would change their service to ala carte services (already rendered) and dismiss the service agreement with no obligations. The services totaled $394.00. The customer already paid $99.91, so the total due was $294.09. Again, these services were placed on levelized pricing for the year per the plan the customer chose in order to offset upfront costs. We offered this customer free service calls that were declined. On 4/6/18 we offered for the owner of the company to meet with this gentleman at his house to discuss the "issues", which also was refused. The customer was given two options. Option A was to stay with the service agreement he chose. Option B was to opt out of the service agreement and pay for the services rendered al a carte. We fully understand that this is an issue of buyer's remorse and not poor service. This person found the service cheaper elsewhere. We are more than happy to allow this customer out of the agreement they chose and signed, as long as they pay for the services rendered. We do have all of these conversations discussing the facts on a recorded line and are happy to provide them for further review as requested. We have been in business for 23 years and pride ourselves in world-class customer service. We have 1000's of happy customers. Please note that since the time of this review this issue has been resolved through the help of the BBB. Mr. [Member Name Removed] has paid for his one-time services rendered and he was excused from his signed one-year service agreement.