Ms. Smith,

Thank you for your review. We are terribly sorry for the experience you had with our company. Let me address each issue individually. However, I'd like to begin by saying that you are correct on both counts. We did not handle either situation appropriately.

First, we jumped the gun on the emailed renewals. We have worked to fix this issue and are happy to send you a renewal by email, regular mail, or both based on your preference. We apologize for the inconvenience that this caused you.

Second, the use of booties inside a customer's home is an excellent suggestion. We do have those and encourage our service professionals to use them. As a leadership team, we need to do a better job of reminding our team to be aware of their surroundings and be proactive in all aspects of our service work.

Thank you again for your review. We appreciate you telling us how and where we can do better. This will help us to improve for you and for others in future service interactions.

Thank you for being our customer.

Sincerely,
Legacy Termite and Pest Control