ComplaintsforCNY Bed Bug Extermination

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired eric the owner of cny bedbug extermination and he told us we have a warranty well 2 weeks in after him spraying i called him because they were not gone still getting bit he convinced us to wait and make sure it was still bed bugs told us we have to find bugs for him to come back i said i know it is cuz they never stopped he said just make sure catch some so mite have to check them maybe the spray not as strong or something so we waited he said dont worry have a warranty wont have to pay anything just wants to be sure well then tried a month in and was able to catch 2 for him well then when called he said the bed should be sealed b4 he comes back well tried to get him to make appointment and told him it will be done he asked me for a diff email so we would get the invoice this time with a appointment date so i gave him mine because i guess my wife never received it the last time so then he sent it to her insead well it said pay the the 682.42 and if this is warranty work just disregard that well he scheduled it for Christmas eve never came called and called him no answer just got ahold of him he said we have to pay again no more warranty so now wont do anything

  

  Business response

  12/28/2022

  When we did the extermination, We did a walk-through with the wife and found in the master bedroom a homemade bed. We made it very clear that the bed in the current condition was a problem and it would either have to be removed from the property or completely sealed up. Wife was advised this was critical to the success of the extermination and she did acknowledge that she understood on body camera during the extermination. Customer called nearly two weeks after the extermination stated they believe they still had activity. On the recorded phone call we questioned the The customer about the bed and they said that it has not been sealed or removed. We explain to them that that likely was a problem and again they had to completely seal the bed or remove it from the property. Wife called about a month later still having issues, and still informed us that the bed had not been sealed or removed from the property. We inform them that we would not return the property until the bed has been sealed or removed and at this point their warranty would be void because they were not following our instructions and they were continuing to have issues because they did not take care of the bed as we advise them to on several occasions. Husband called about a month after that looking for service, We resent the invoice to the email on file which was his wife's and they never paid it nor acknowledged it, so the appointment was canceled. Husband called to find out why we did not come. We re-explained to the husband again because they had not followed our instructions about the bed (which the husband admitted on the phone still was not sealed) that we were not honoring the warranty and they would have to pay for any future visits. Husband claimed that he was unable to seal the bed because of an illness and that he's been in the hospital, however this had not been brought up anytime prior, and we made it extremely clear to his wife at time of extermination that if the bed was not sealed or removed that this would not be a successful extermination. 

   

  Customer was given a discounted rate on the first extermination as it is, and I would have been willing to work with them on the second treatment however they will not take any ownership of the problem and repeatedly just kept yelling that we were frauds. 

   

  The body cam footage documented the conversation at our original extermination stating that if the bed was not addressed, The extermination would not be successful. (Our warranty also makes it very clear that our instructions must be followed.) The following five recorded phone conversations that we had with both the wife and husband, documents us repeatedly telling them that they have to seal the bed and them saying that they will do it however it is never been done. 

   

  Even If they sealed the bed at this point, The effectiveness of the original extermination is no longer there and we would have to completely retreat the house which will we will not do it our expense because the issue has been caused from the customer's not following our instructions multiple times. Had the customer complied with our instructions and continued to have issues we would gladly have gone out and retreated under warranty. 

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