Chicago pest control company resolves member’s complaint about bed bug service

Chicago pest control company resolves member’s complaint about bed bug service

Member complaint

I hired L.U.P. “Let Us Protect!” Pest Control of Chicago to perform a bed bug inspection and treatment for a rental property I own. The initial call went well. The inspection found no evidence of bed bugs.

However, my tenant later found a bug, so I called L.U.P. for treatment. The treatment also went well. But they were supposed to include a follow-up call within seven days. The technician was a no-show. I rescheduled, and once again, nobody showed up.

My tenant informed me she had new bug bites, and when I called L.U.P., they offered a follow-up at no cost. However, they still didn’t show up. I would like them to provide a $400 refund.

Crystal Barnes, Chicago

Provider response

Please accept my sincere apologies for the inconvenience you experienced in respect to the scheduled appointments. As CEO of L.U.P. Pest Control, I take great pride in ensuring our customer’s satisfaction.

Unfortunately, we did not meet our own expectations. Upon thorough review of the situation, we narrowed the cause to a recent internal call system update. We have taken steps to ensure this will not happen again by revising our call protocol system and taking the opportunity to ensure all staff are trained accordingly.

Due to the serious oversight, we are going to provide you with a full refund, plus half off a bed bug treatment. We deeply value your relationship with L.U.P. Pest Control and are committed to providing you with the highest level of service because our clients deserve nothing less. If you have any questions or concerns, please don’t hesitate to contact us.

Michael Pierce, CEO

Status

Resolved

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