Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 15, 2022 I called AZ Pest Control and spoke to Arial concerning my account which she advised me was two months behind this even after I told her that I was told by several representatives that I was up to date on my payments. Then after our discussion she started becoming loud telling me she would be sending my account to collections. This service was horrible their only concern was to collect money for the services without any customer service. Because of this I cancelled my service and had to pay another $100.00. I would not recommend this company due to their unprofessionalism and bad service.

  

  Business response

  04/06/2022

  Our team spoke with the client on March 15th to explain her past due balance of $100.00. Advised that her account was past due for January and February monthly rodent service. She stated she made a payment in January which was correct, but it went towards her December invoice as she did not make payment in the month of December. She spoke with ***** in February and she advised her of both invoices due for Jan and Feb and she said she would review her payments and call back to make a payment. The client did not call back to make payment. (recorded call attached)  Our team did try to arrange a payment plan with her for the balance of $150.00 after March service was completed and she asked for $50 to be paid on March 15th and she would call back in a few weeks to make a payment arrangement. We let her know that our team could not leave it in the air like that and we needed to know a next date to run payment on. Our team did try advising her that if we could not figure this out she would be sent to our collections manager, because of the age of the past due amount. The client was very insistent that in February she was told she did not owe anything but the call was reviewed and she was informed of her balance as well as what months they were due for. Call was then escalated to a manager but she hung up and called back shortly after to cancel and finally make the payment.
  
  
  Our team does apologize for any misunderstanding with this client, however all of this could have been avoided if payments were made in a timely manner or if they were more willing to work with our team on a payment plan, which was brought up by our team member in the recorded phone call. 
  
  Attached for review
  1) Service Agreement  
  2) Two phone calls from the client 
  3) Payment history 
  
  

  Customer response

  04/07/2022

  on February 23 I was sent an email from Ariel that I did not owe any money for that month then a month later she tells me in March that she is going to send my account to collections I have tried to attached the copies of the emails when I attempted last night it is saying that I only had 30 minutes to submit a response then it was deleted from my email Why is Arizona Pest control allowed to treat customers the way they do and not be accountable this is not right 

  

  Business response

  04/08/2022

  Please note that a batch email did go out on Feb 23 2022 starting a "past due notice" was sent out in error. At that point in time the client's due amount was not considered past due until it hits 30 day or more. There was no reference made on that email of nothing owed on the account. We have attached the email for your reference.
  
  
  Again we did provide the phone call with the client on Feb 21 2022 where the client was explained what was due on the account and she agreed to call back and make payment, that never happened.
  
  
  Our team has had numerous phone calls with this client where we have been extremely professional and understanding, however this client has continuously been hostile with our team. We have additional phone recordings at your request. 
  
  
  This basically comes down to the client not wanting to honor their service agreement and not making payments in a timely manner. even though we offered multiple payment options per our recorded calls.
  
  
  

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