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BBB Accredited Business sinceAdditional Locations
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Pest Control, Termite Control, Full Bed Bug Services, Animal Removal, Mosquito Control, Rodent Control, Fire Ant Control, Specialized Ant Services, Roach Treatments. One Time and Annual programs available.
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A BBB Accredited Business since
BBB has determined that Metro Guard Termite & Pest Control meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Metro Guard Termite & Pest Control include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||6|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Department of Agriculture
1700 N. Congress, 11th Floor, Austin TX 78701
Phone Number: (800) 835-5832
Fax Number: (800) 509-1159
The number is 711616.
Type of Entity
Business ManagementDarren E Lowe, General Manager
Pest Control Services Pest Control Supplies & Equipment Termite Control Animal Rescue Relocation Bed Bug Removal Bed Bug Inspection Service Mosquito Control Animals - Nuisance Control - Trapping Bee Removal Animal & Wildlife Removal
Products & Services
Metro Guard Termite & Pest Control sells the following brand(s): All popular brands
Metro Guard Termite & Pest Control offers the following product(s): All popular products
Method(s) of PaymentCredit Cards, Debit Cards, Checks, Cash
Refund and Exchange PolicyAll requests for refunds are accepted and reviewed
Alternate Business NamesMetro Guard Corporation Metro Guard Pest Control
Industry Tips**** Pest Control Pest control
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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BBB Complaint Process
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Additional Phone Numbers
- (972) 468-2847(Phone)
- (817) 468-2847(Phone)
Additional Email Addresses
- - eQuote
- - Sales
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We wanted to have rat snap traps to take care of our rodent problem when we purchased a foreclosure. Metro Guard told us they only do poison but not to worry because the rats will eat it and go look for water. We now have a horrible smell in our house due to multiple dead rats in the walls. Metro Guard will not fix the problem. We wanted a full refund since they lied to us. We keep getting promised a manager will call us back, but they never do. They lied about their services (we were told on the phone they DO snap traps). Not to mention after they sprayed our house 3 times for bugs we still have live bugs. They have lied about their services, and now we have a horrible smell we have to deal with when we were promised this would not happen. We want our money back to pay for another company to do the work properly.
Desired Settlement: We want a full refund of all money we owed and no further payment to this company. We have paid $302.95 plus we have another $43.28 pending on our credit card that we want removed. Thank you!
We are willing to provide this customer a partial refund. This decision is based on Ms. ******'s desire to stop service. I have spoken with the technicians involved and they state that they absolutely did not promise that all rodents will die outside. Many times they do die outside but to promise that any and all rodents will always die outside is something they tell me was not said. As the complaint states, we originally serviced the home on 5/21 and it wasn't until the complaint date that the homeowner states they "now have a smell". We had done 2 full services by that time plus one follow up service. Those services include more than just rodent control. We propose to give the homeowner a full refund of all monies paid less $150.00 for services already rendered. This home was a foreclosure and many times it takes several services to get all pests under control. Also, given that their home is located near warehouse type buildings, rodents may be an ongoing issue. We do provide snap trap type products but they are not always as effective with large populations and many homeowners don't want to deal with removing the dead rodent or paying the service call fee for us to come remove it. Our manager, ********* *****, spoke with the homeowner on 8/26 and offered snap traps as an alternative. The customer declined this solution and requested a refund. Let us know if this is acceptable and we will provide the refund promptly.
We definitely were told, by the original technician that came, that the rats would leave our house and head towards water, which is why we allowed the poison in the first place. We also were told that the summer is too hot for the rats to enter our attic, which was also a lie. We were told that they put down some stuff that was like a "magic line" that would kill the bugs that tried to enter the house, yet we have found a number of live bugs inside even after 3 treatments. The first technician said it could take up to 30 days for all the bugs to die, so this has been much longer than he said it would take. This company has lied about a number of things and are now lying about their lies. We are charged $43.28 per month for this service. So we will allow this company to keep $86.56 for 2 months services rendered, but they need to stop charging our credit card or we will have to dispute those charges as well.
I agree to Ms. ******'s offer to settle. I think it's important to note that I'm not disputing what the Ms. ****** says she was told. I was only stating that I spoke with the technician involved and he stated that he did not tell her in absolute terms that the rodents always die outside. I also think it's important to note that when Ms. ****** spoke with our manager she was offered the option of replacing the bait system with snap traps but she declined. She was covered by a warranty on our services that states we will return as needed if covered pests return. We were called on 6/10 for a warranty service and that was the only call we received. If Ms. ****** was still having a problem with bugs - she did not let us know until this complaint. Calling us all liars does not sit well with me. We did everything we were contracted to do and we offered solutions to solve each of Ms. ******'s complaints. I understand that she is upset about the rodent dying inside her home and I apologize that we did not explain well enough that it could happen. That is the only shortcoming I find. We will refund her credit card this week.
Better Business Bureau:
Read Complaint Details
Complaint: Metro Guard came over to spray for bugs just like normal. When the technician was finished He handed me an invoice that said "no Charge" on it. A week later I got a bill from them for services rendered. I never could get in touch with anyone the phone there, so I wrote them a later explaining the situation. I never heard - just got another bill in the mail. I feel like this is a bait and switch charge directed at elderly people to cheat them out of their money. Is Metro Guard that desperate for money that they would deceive their customers? I will never do business with them again.
Desired Settlement: I think they should return the check to me since I will never do business with them again.
Business Response: I spoke with *** ****** and we discussed the misunderstanding that led to this complaint. Our technician had made an error and told her that there was no balance due. When his paperwork arrived that the office the error was discovered at which time we billed for the service. *** ****** has always paid us and has been a great customer for many years. I explained that our technicians do sometimes make mistakes and that if she did not want to pay I would waive the charges if she felt they were still unfair. She told me that she preferred to pay since we did provide service and earned the payment. *** ****** was very kind and polite and was clearly frustrated by our mistake. Thank you. ****** **** * **
Customer Reviews Summary