was told we could canx contract if not completely satisfied. Tried to canx contract only to find a fee attached, was led to believe there was none.
signed contract under the premise that we would be completely satisfied and were even told we'd see no pests after initial treatment. We were not completely satisfied to say the least. I have been repeatedly bitten by an insect in my house that they have been unable to eradicate. They have been out on 3 separate occasions trying to kill the pest, but I keep getting bitten. So, we decided to cancel the contract. Only to find out the contract has an early termination fee attached. The contract does have a money back guarantee for 3 days, however their adds on radio and 2 of the representatives say there's a money back guarantee if not satisfied. This is very misleading. On top of that, the manager of the Cooks branch in question told me that he thought it was a "dermatological" problem because I work at a hospital. Now the manager of an exterminating company is telling me about my business-one that I have been working in for 12 years...and without any "dermatological" problems whatsoever! I am not satisfied with Cook's Pest Control's business practices or F.O.S managers! I will not recommend this business to anyone in the future!
cancellation of my contract
Cook's prides itself on our handling of customer complaints. We do in fact have a 110% Satisfaction Guarantee. The following is the wording of the guarantee as it is written on the signed agreement:
"110% Satisfaction Guarantee- If you are not completely satisfied with the results of our monthly service, report your dissatisfaction to the local Cook's manager. We will respond within 24 hours with a solution to your pest problem. If you are not completely satisfied within one week, your next monthly service is free, plus we will issue a credit for 10% off the following month's service."
In September, I discussed with Mrs. ******* their concerns and their dissatisfaction. At that point I scheduled with Mrs. ******* a time to come and inspect the property so that a solution could be proposed in accordance with our guarantee. We agree to a date and time for me to personally inspect. A short time later, Mr. ******* called and cancelled the inspection and stated that he wanted to cancel all services and receive all his money back. During the course of the conversation, I directed Mr. ******* to the signed paperwork. I read to him the guarantee and the proper procedures needed for me to fulfill it. Mr. ******* declined my attempts to satisfy the guarantee and again requested a refund. I again attempted to set an appointment for me to personally inspect his property to ensure that his concerns were related to our service or would be covered under our agreement. Mr. ******* refused my visit and asked me to tell him on the phone call what other possible causes there could be to his ailment or than that of a pest. Lacking any prior or particular knowledge to his concern, I listed the common causes for the problem as he described it in the call. These causes could possibly include a known pest infestation, allergic reaction to common household items, a dermatological condition, and even delusional parasitosis. But I did insist that I would not be able to pinpoint any as a cause other than a known pest infestation because that is my area of expertise. Additionally, I would not be able to conclude it was a known pest infestation without a proper, thorough inspection. Mr. ******* once again refused to allow me to visit.
Since the date of this BBB complaint, Sept. 26th, I have been able to visit the property and perform the needed inspection. I inspected the crawlspace, interior of the home, and the entire lawn. During an interview with Mrs. *******, I became aware of wildlife that are not common to their type of neighborhood. Mrs. ******* informed me that there was a warren of rabbits that lived on an adjacent property, but had visited their yard. From this information I did identify one possible cause of Mr. *******'s ailment, "chiggers" or larval harvest mites of the Trombiculidae family. Rabbits are known to support chigger populations. Cook's does not provide service for the control of wildlife, nor are chiggers one of the pest covered under our agreements due to this. Although there are some indications that chiggers are not the cause, I did perform a treatment to the lawn areas to see if it improved the situation. I also collected a glue board with a few unknown insects/arthropods. Once I have identified the arthropods, I will be able to determine if they are a possibly cause. I agreed to follow up with Mrs. ******* in the coming week.
The satisfaction of the ******* family on this issue is Cook's primary concern. I hope to find a reasonable solution to their dissatisfaction. If it can be determined that a pest is the cause of the concerns, Cook's will gladly treat for them up to our full capabilities as governed by the TN Department of Agriculture. Also, if it is determined that the cause is a pest, Cook's will appropriately satisfy the 110% Satisfaction Guarantee by providing a free month's service plus an additional 10% off the following month.