29 Oct, 2020 → by ClaimboUser316065
Does not care about contacting customers in a timely fashion

1

Homeowner Beware! Aptive Environmental schedules extra services outside the quarterly services and CHARGES the customer for those. Not only that, but they confirmed the extra service was a mistake and promptly charged for it the same day even after I, the customer, called in and complained. Aptive did not send their reminder call or email (which is part of the contract) which was what alerted me this extra service was a mistake. When I called in and spoke to their customer service about it they confirmed the extra service was in error and that they had already come out the month before. But they still had the nerve to charge for that AFTER I called in and complained. Unbelievable! So when I called in on day 2 after noticing the charge and asked to talk to a manager, they said the manager was busy. They said they would refund it and a manager would call me, but no manager ever called me back just like the day before. Also I had a note on my account from the year before that alerts them not to autodraft my account and they have honored it in the past, but of course not this time! Not only this, but their pesticides never got rid of the ants! The technician said that he is hearing the same complaint from many customers in the neighborhood! The pest control service does not take care of lawn ants. Even when they used a higher concentration of product, the ants just persist. No additional treatments over the last year ever took care of the ant problem. They do not care about the customer. When you request to have a MANAGER call you back to talk about the issues, no one ever calls you. The reason I asked for a manager is the reoccurring issues. The customer service reps are kind and understanding, but cannot help to prevent future issues, as the same issues are reoccurring and are not trained with the information on timelines as to how long you will have to wait so that you can you feel assured your problem has been handled. And no manager cares enough to give you a call when you request a call to discuss. So finally, I called into the main customer service number just to see if they would try something else and they said it takes five days to process a refund (a fact they should have told me before) and they said they cannot get to the complaints same day. They said that even Disneyland gets complaints and cannot get to them same day. So instead of trying to make it right they just tried to justify the fact that their managers cannot contact their customers in their area directly. Getting back to their customers the same day is too high of a standard for Aptive to meet, even if that is to let you know when someone would be contacting you. Wow.
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