Moxie Pest Control

"[Member Name Removed], we are sorry that you feel that our customer service is lacking. I have reviewed your account and all phone/email conversations to see what we could improve. After reviewing the last 4 appointments and found that we were on time actually early according to the GPS reports, 15 min, 10 min, 9 min & 3 minutes. Anyone is welcome to call the office at any time, if we are out after hours we do have a voicemail system and an email that you have used. I show no instance where you called and left a message or an email that wasn't returned promptly. In fact is seems to be the opposite case. I see no where in the notes or the phone conversations that there was an issue with the service or technicians until after we put your account on hold for non-payment. When there is an account with a past due balance that old it gets sent to a collection company, and our staff will be limited on how they can assist you. Our staff did offer to take payment so that they could get you scheduled for service, but you refused. We would be happy to help with bringing your account current and getting your service scheduled. Feel free to call us at 816-524-9090."

"We are sorry that you disagree with the terms of the contract that you signed. We encourage all customers to read all the terms before signing. We have reviewed all notes on your account and found that you did not want to schedule a service due in January. Since this is a cancellation complaint and not a service complaint we will mark your account accordingly."

"Thank you [Member Name Removed]. Please let us know if you need anything."

"We are sorry that you are experiencing that. Pest differ from house to house and area to area, however it is very common that you will see an increase for the first couple of month due to the fact that our treatment is designed to flush all the pests from the home. The products that we use especially at first will drive the pest from the wall voids and hiding places and they tend to be seen more initially, but we are dramatically reducing the pest population every time we treat. They don't have hiding places after we apply products and they are forced out and quickly die, due to them getting into the products. After reviewing the notes on your account, it appears that you haven't had a service done since October of 2016. That is most likely the reason that you see an increase now. The products will only last around 90-120 days so you need to get a treatment done to solve the pest issue. The only way to ensure that the pests are properly controlled you would need to be serviced at least every 3 months. Feel free to call the office and start up service again and we would be happy to warranty the household pest that you are seeing."

"Reviewing your account notes I see that you provided 5 star ratings for the service in October 2016, and April 2017, we thank you for the feedback. After that I can't see what the complaint was. The owner of the company has hired a couple of tiers of employees to field questions or problems as they are called in. Just as you wouldn't be able to talk to the owner of Angie's List, it is unreasonable to ask to speak to the owner of most companies. They have their tasks to complete with the company and are not available to field phone calls. We have live office staff that are well versed in our policies, and we have an office manager that handles the escalated calls. She is authorized to deal directly with any and all complaints, and is courteous and knowledgeable to assist our customers. Each home has different pest issues and depending on how bad the infestation is, we may need to perform several treatments to clear the problem and control the pests. Our warranty offers that service and we will return as many times as needed to get the issues under control. We are sorry that you feel the treatments didn't meet your standards and we are sorry that the owner is not available to talk with you. We hope to get the chance to earn back your business soon."

"We are sorry you feel that you were forced to pay for a service. We provide every customer a copy of the agreement that they sign. We purchase products and hire staff to cover the appointments upcoming, hence the reason that we ask for notice 30 days prior to your next service due. If we allow you to cancel closer to the due date, we would have to send the technician home without work and be sitting on products that we bought to complete your treatment. We are sorry that you are disappointed that we uphold the contract. Just as our customers expect us to provide all the terms of the service, we expect the customers to uphold what they signed up for."

"Thank you for the great review!"

"Unfortunately, not everyone that signs an agreement for service will read all the terms of the service. We are sorry that you feel wronged. We do provide copies of all agreements to customers and do not hide fine print. On your agreement it is stated and re-stated for your convenience. We pride ourselves in that fact that we don't have outrages cancellation fees like some of our competitors. Most will require 60% of the remaining balance of the contract term, and usually that is a 2-5 year agreement. Our cost for the initial service is what we discount, so we take $100 off and then if you cancel prior to the year agreement we ask that you pay back the discount. We feel that is a fair fee, since that is the cost of the service that we provided, no added fees on top. As far as the BBB, we decided to stop paying their yearly subscription several years ago and that means that they don't monitor the account and help the companies grade up. It is sad that the rating just depends on the amount of money we spend with them, however that is our experience with most organizations similar to that one. We have a high rating with the current company we pay for and that is how it works."

"There are sever types of termite treatments and products. We do only a full liquid barrier treatment using the latest and best products. We don't recommend spot treatments or bait stations, for this reason you can always find a cheaper bid. There are several companies that use an inferior service for termites. We will never lower our standards, so, when it comes to termites you can always expect a full service bid from us not a cut rate price to grab your attention. Sorry, that we offered you the "Mercedes" package and not the "Yugo," we will not lower our standards."

"Thank you for the feedback!"

"Moxie as a company will do all in our power to solve pest problems, depending on the number of pests near a home it can take several additional treatments. This customer was signed up for a quarterly service with a warranty, so we made additional treatments at no extra cost to the customer. We will continue to do so until the pests are controlled. Often pests are outside and come from other properties even if we clean out one property, they can come from surrounding areas. That is the great part of our service, we will treat as many times as needed to control the pests that keep coming. In response to the customer's complaint about cancelling- we do require written notice to cancel and we require that it is 30 days prior to next quarterly service. That is common in the industry as we have to pre-order product and have staff scheduled to complete all treatments. This customer had a credit card on file for payments but when they got a new card we couldn't process the regular payment and had to call to get it collected. We offer to take payments over the phone or allow customers to update credit card information as well. The customer called on 9/18/14 and wanted to have a statement to pay off of. We send statements once a month and are mailed by the 5th. Since payment was due from the service performed on 6/17/14 the latest we could get a cancellation letter would be 8/17/14. We received a written cancellation along with payment for service performed on 6/17/14 on 10/3/14. The customer would still be responsible for a final service, that is why the customer needed to pay $178 (the price of 2 services.) Moxie wants all customers to feel that they get value from their service. We would like to keep customers forever, but we realize that when payment issues arise that it tends to lead to cancellations. We hope that all customers feel that we care about their situations and especially their pest problems, and we want to make a difference for them. We do have to adopt certain policies to protect us as a company. We are sorry that this customer feels wronged, but our employees were just following the terms of the agreement that we had with the customer."

"Moxie wants all customers to feel the value of the service. Remember to call if you see any pests that concern you and we will send out a free re-treat."

"Thank you for the feedback!"