ComplaintsforSwat Services

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a termite bait system (12 bait systems were installed) from SWAT Services in 2016 for our primary residence (we also purchased a separate baiting station for our rental property) for $399. Our contract with SWAT Services contract clearly states that we purchased a "control and repair" warranty with a "lifetime renewal" for bait (Option 1).***** from SWAT Services called and spoke with my wife about the need to pay $700 to upgrade to a new bait system at both properties. I returned his call on March 13, 2023. I asked if they would continue to cover our current system. ***** told me they would only cover termite "control" and not "repair" if we did not upgrade to the new system. I told him that was not what the contract stated and his only offer was to give me a $100 discount on both properties "if I decided today". I did not appreciate being given the pressure tactic that I had to decide today when our current renewals do not expire until May and August of this year. When we paid for a bait system, we were not expecting to have to purchase a "new and improved" system a few years later. We have worked with SWAT Services for a long time and have always appreciated their customer service and helpful team members. In this case however, I would appreciate it if someone could review our case and determine if there is an alternative solution not requiring us to pay for a brand new system when we already purchased a "control and repair" system and with a lifetime renewal warranty.

  

  Business response

  03/14/2023

  Over the last few years Swat has experienced an increase in the amount of termite infestations on homes that we have under warranty with the **************** Bait Stations. Recently Advance has upgraded the Bait Matrix to provide an always *********** cartridge that will provide superior protection for your home. Installation of this new Bait System (Trelona) will require us to charge our customers for this upgrade. We have made an effort to make this upgrade as reasonable as possible and are only charging for the new bait cartridges. This covers our cost of materials without any labor cost. We will absorb the labor costs.
  Unfortunately, Swat will not be able to continue the retreatment and repair warranty without the upgrade. We will be able to continue warranting your property, however, it will be only for retreatment, without any repair guarantee. We value you as a customer and hope you understand our position. I do apologize that you felt high pressure sales tactics were used as that is not our plan, we would rather make sure you understand the reason this upgrade is needed. This is not something that we have done in the past nor is it our intention to do this again in the future. Our main interest is in making sure your home has the best protection available. Please feel at liberty to contact me directly with any further questions or concerns and I will try to get this resolved to your satisfaction. 

  Regards,

  ***************************

  Owner

  *********************

  Customer response

  03/14/2023

  I have been in communication with ***** (owner of SWAT Services) and would like to withdraw my complaint.  ***************************.

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