Response from TermiGuard Services & Fenwick
We take all customer concerns seriously and strive to provide professional service. After reviewing our records, including recorded calls, we respectfully disagree with the claims made. On 2/26/25, our technician serviced the home for silverfish activity, which required an attic inspection. Access was provided by a household member who remained present. The technician used a company-provided floodlight, as per training, and did not disconnect any electrical wiring. Photos taken at the time show the attic conditions, including a pre-existing wire wrapped around a support beam. While minor adjustments were made to navigate the space, no items were left obstructing access. On 3/1/25, the customer left a message about the attic light not working. When contacted on 3/3/25, she clarified it was only the attic light, not the overall electricity. The technician was unavailable due to illness, but at no point was the customer told we refused to return. On 3/4/25, we followed up via SMS. On 3/5/25, the technician called and left a voicemail, which was not returned. Our Operations Manager later reached the customer and offered a senior technician visit to assess the situation, but the offer was declined. The customer instead requested cancellation of services, citing financial reasons. The signed 12-month agreement includes quarterly service with callback coverage for specified pests. Cancellation is restricted except under specific conditions, which were not met. During a recorded call, our representative reiterated the agreement terms; no legal threats were made. As services have been provided as agreed and efforts were made to resolve concerns outside our responsibility, we cannot cancel the contract. However, we remain available to address legitimate service issues per the agreement. Supporting documentation, including recorded calls, photos, and screenshots, is available upon request. Sincerely, TermiGuard Pest Services