A-PLUS PEST CONTROL, INC.

"Thanks (Member name removed), It's a pleasure to serve you."

"First of all, I’m sorry for any misunderstanding that the {Member name removed} may have had about our services. Someone that knows us recommended us to them. • Patrick, my Office Manager, did talk to them and told them that we only treat. We do not, as was stated, do seal up work. We refer this work to contractors. • Later, I called and talked to {Member name removed} and later to {Member name removed}, I explained this. They said they are thinking of buying the house and what was my opinion? I told them that the crawl space should be cemented in to avoid rats from burrowing in under the crawlspace, which they did, through a burrow in the front of the house. I also explained that the burrow needed to be treated and I did not know a natural way to do it. • I’m sorry that my technician, Joe was late, but Patrick did give her an hour window. • We were not told that there was a heavy metal staircase covering the entrance to the crawlspace in the back of the house. She had to get a neighbor to help pull it out. He did ask for a screwdriver and his flashlight was small. He could, however see in the crawl space, but could not fit. It has a very small opening. • The problem, as I mentioned above, is that, in order to eliminate the rats, the burrow (rat hole) had to be treated. Joe treated it with a powder. He put it only in the burrow in front. He should have told her what he was doing before he treated. • When Ray talked toPatrick later, he hollered and used profanity profusely, using all “F” words. • When I called Ray, he said that there was white powder all over his front lawn. When I pressed him, he admitted that the lawn was clean and only the burrow was treated. • Removing the dead rats under the crawl space did not eliminate the smell. If they would have told Patrick ahead of time, we could have thrown charcoal bags in the crawl space, which would have absorbed the odor and Joe would not have needed to crawl in. • Joe offered to screw the cover back on the crawl space, but Micha told him to leave, as her husband would do it when he came home. When I talked to Ray later, I said no one was available to come back that day to help him put back the metal stairs back but someone could come the next day. He said no. He would handle it. • As mentioned, I did wave the charge. • I’m sorry for the misunderstanding. I believe it was a lack of communication all parts. We have an excellent reputation and will continue to offer great service. In this case, if AI were there, I would have walked away from the job because the customers were not reasonable."

"This review was written a year after our experience. Since then we have treated hundreds of apartments very successfully for bed bugs. When something does not work, it is usually a communication or scheduling issue. From the gist of member's review, it looks like mainly a scheduling issue. I talked to the two technicians who treated her apartment. They both said that she and her husband continuously changed the schedule and made it hard for us to schedule. They also said that the apartment was full of animals and was very cluttered, making treatment very difficult. Look at our ratings. Out of 49 reports we have 33 A’s & 6 B’s and 2 Angie’s List Super Service Awards."

"I’m sorry that the member feels this way. We service apartment buildings for bed bugs just about every day and are considered experts in our field. Many people like us because we use “green,” non-toxic techniques (such as IPM or Integrated Pest Management) and use natural products, such as our own line of products called, “Plus Natural Enzymes.” We work with environmentalists and I am frequently interviewed on radio and TV. The management company, with whom we a great amount of pest control business, called us to inspect member's apartment for bed bugs. I talked to the technician, Joe. Joe said that the member gave him a Zip Lock bag with one bed bug in it. Joe inspected her bed and the entire apartment and no additional bed bugs. When I talked to the member later that week, she said that Joe never did an inspection. She told Joe that she had no bites and that the reason for her concern was that a lady in her church has a bed bug on her clothes. She asked Joe what she could do immediately herself. He told her to buy a steamer. He did not say anything about the landlord paying or not. The property manager told me that she never authorized the complete 5 week service (as compared with the inspection, which was authorized.) The property manager also told me that the member told her that she never received the Bed Bug Preparation Sheet from us. We faxed it to her and she even refers to it in her complaint. Jesse did a service at member's apartment and reported to me that he saw no sign of bed bugs. There were glueboard monitors placed around various areas of the apartment and there were never any bed bugs found on them. We are licensed by the Department of Public Health and I know nothing of the fact that fogging is ineffective. We use our own natural product, called Plus Natural Enzymes Pest Eliminator, a salt and enzymes formula which we spray and fog and is very effective against bed bugs. Because this product is not repellant, it does not drive bed bugs deep into the walls but kills them on contact. Jesse explained this to member. When Jesse reported to Patrick in the office that he did not see bed bugs, Patrick then sent another technician, Filip to inspect. He reported that there were no bed bugs in the apartment. Patrick called the member and told her that she did not need further service. She was mad and I called her back later asking if it was a good thing that she did not have bed bugs. She then proceeded to tell me that she had spent over 500.00 bagging up her clothes and preparing and had lost work time. Of course, if we did all 5 services, as we normally do, she would have to mill a total of 5 partial days of work. She asked me what I would do to fix the problem and again, I asked her if she was happy that she did not have bed bugs. I asked her what she wanted from me, such as money, and she said nothing. I told her that because the management company had hired us, she would have to talk to the property manager. Last Saturday, I received an email from the member that was sent to the property management company also asking for reimbursement of over 900.00 for Ziplock bags, plastic storage containers; steam cleaner, trash bags and watertight storage containers plus lost time at work. Again, I would hope that the member is grateful that she doesn’t have bed bugs. I’m sorry for the inconvenience, but it would be a blessing for me to hear good news."

"When I found out that Member had not been called back, my wife Marsha had Jeanette in our office call her. It certainly was too long a time. Member was angry & I don't blame her. I left a voice mail for her, offering a free service, but she has not called back I understand her feelings and reassure anyone reading this review that this is not normal. See all of our A ratings below."

"I appreciate your business Member and am glad we were able to solve your problem. Sometimes it takes more than one service to get rid of pests. I am looking forward to serving you in the future."

"I honestly don't know what happened. The first two services were done in February in cold weather, so we could not do outside. As for us causing her to have mice. That is totally bogus. Nothing we did caused mice to come into her house."

"No one can keep ants, especially carpenter ants, out permanently. The customer said we solved the problem for the season. That is the best anyone can do. Carpenter ants generally live in trees and will probably come back every year."

"This man never let us come inside. I even offered him a free service.The F grade is unfair. We can't treat the house by osmosis."

"What this member didn't say is that he would not let us come into the house. When we do a perimeter treatment, it makes the building repellent outside & inside. Any ants inside cannot go outside. Since we never treated inside, how could we kill the ants inside? We were there 5/18, 6/23 & again 7/6. Again, In 3 service calls he won't let us inside. I called him today and offered to do inside free of charge. Again, he said, "no" and will not change the Angie's List rating. I think this is very unfair. Look at all of our A's & Super Service Awards."

"I'm very sorry that you had this experience with us. Normally we call back within 24 hours. I apologize and hope the customer will call again."