Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2023 I purchased exclusion services with the cost of renewals added to the contract. I financed the charges through ****. I sold the home (service address *************************) in February, 2025. In March, I called BugOut to inform them that the home had been sold and that I wanted to cancel the next renewal and get a refund. I was told at that time that the financing with **** had to be paid off before a refund could be issued and to call back afterwards. I called **** and made the payoff. They also told me to wait a couple of weeks for processing and then to call Bugout back for the refund. I called about 5 or 6 weeks ago, explained the situation, and was told a refund check was being requested. Over the next couple of days I received email, text and phone call saying more information was needed. However, when I called back no one seemed to know what the additional information was and was told that a refund was being processed. Now, I'm being told that exclusion services are not refundable and that the District Manager would not approve the request. This is after I was told by three other people that a refund was being processed. Additionally, I'm being told I can get a refund because I made payments to SMAC. That makes absolutely no sense as they even admitted **** has paid them in full. As I was told by Bug Out representatives and SMAC that a renewal refund would be processed, it is totally unacceptable that I am now being told that it is not refundable. If that is the case, that should have been the response from day one. There was no reason for me to pay off SMAC before the end of the payment plan if I couldn't get the refund from Bug Out. It is not my problem if their employees have not been properly trained on their policies and procedures. The last person I spoke with was ******. She would not give me her last name nor would she tell me how to contact the District Manager. I have been promised a refund multiple times, I expect to receive one.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to take care of my mice problem. However, I was signed up for an ongoing pest treatment.On the date in question, the technician showed up to my house, without my consent and during my work day. I told him that I had an ongoing ant problem in my finished basement. He stated that he would spray. However, he left and never made entry into the house. I was sent a bill for $225. I still have a massive ********* ant problem that was not addressed on the day in question. I have attemtped to make contact with the business on July 15, July 21 and July 23. They gave me a ticket number (ABH *****) and told me that they would escalate this. They have stated all 3 times that someone would call me, but they still expect payment. I am appalled that they would charge me for a service that they did not provide and continue to evade my attempts to remedy this. I want this bill removed.

  Business Response

  Date: 08/08/2025

  FROM OUR SYSTEM NOTES:
  Tuesday, 05/27/2025 02:15 PM SAGEE0753 SERVICE  [Edit]
  Attached to Order #********
  Service: PEST-1-6-2
  Today I applied a gel ant bait along the counter top in the kitchen area. Please allow 5-7 days for the bait to take effect.
  Thank you for choosing BugOut.
  Friday, 06/27/2025 08:23 AM KHARPE7120 SERVICE  [Edit]
  Attached to Order #********
  Service: PEST-1-6-2
  During todays service I inspected and treated the exterior of home with a liquid residual application that creates a barrier of pest prevention. Baited for ants around front porch. Knocked down a few webs around the exterior. If wasps continue to be an issue we can send someone out to check attic. Also using drain friendly product to pour down drains in bathroom will help clear up fly activity. ************, ***, if you have any questions or concerns feel free to contact me!
  Thank you for choosing Bug Out
  CUSTOMERS ORIGINAL COMPLAIN WAS AS FOLLOWS:
  Tuesday, 07/08/2025 07:58 AM ADMN CCM  [Edit]
  Call Note:
  Lauren ************ said she didn't know she was on a on going service thought it was just a one time job for mice and does not want to keep paying for this service and wants to cancel her service and just call when needed I called retention spoke to Aubrianna and transfered the call to her. - *******, *** R

  
  Tuesday, 07/08/2025 11:01 AM APARKE6200 RET  [Edit]
  Spoke with: ****** ********
  Cxl Reason: ****** is requesting to cancel the pest services, she stated the technician was only out for 10 minutes and felt as though she shouldnt pay & is dissatisfied with service. She stated she wasnt even aware that she was enrolled in the in a tri-annual service.
  Lever(s) Offered: LEV, Warranty, Pest Pressures, Tenure, Retreat, , Manager Call/Visit
  Outcome :
  Cancelled
  Action Taken / Next Steps:
  Cancelled the agreement, advised ****** that she is responsible for the past due balance of $224.00 as we did do service on 6/27/2025.
  She stated she has spoken to us several times advising she no longer needs our service but we still showed up & doesnt feel as though she should be responsible for this bill.
  
  WE DID TWO TREATMENTS AND CHARGED HER ONCE- SHE COMPLAINED ONLY AFTER THE FREE SECOND VISIT- WE WILL NOT BE REFUNDING HER

  Business Response

  Date: 08/08/2025

  HER ORIGINAL COMPLAINT WAS MICE IN FEB ************************** 2 VISITS- SEE NOTES

  Friday, 03/07/2025 06:02 PM RGRUEN5808 SERVICE  [Edit]
  Attached to Order #********
  Service: PEST-1-6-2
  For today's service I inspected and treated the exterior of the home for mice and general crawling insects. No activity spotted at time of inspection. I checked, cleaned and rebaited the exterior rodent stations as needed. The only station with very minor feeding was the one back by the pvc pipe coming out of the back of the home. Recommend sealing this area from the interior of the basement to better protect against pest entry. Also applied a residual spray to applicable exterior areas to create a barrier to help protect against pest entry.
  Thank you for choosing Bugout, stay safe and have a nice day!

  Wednesday, 02/26/2025 02:00 PM RGRUEN5808 SERVICE  [Edit]
  Attached to Order #********
  Service: PEST-1-6-2
  Checked in with Ms. ********* Went over all concerns and recommendations with homeowner at time of inspection. For today's service I inspected and treated the interior and exterior of the home for mice and general crawling insects. No activity spotted on the interior or exterior at time of inspection. I baited and placed out mouse bait station in the attic access panel, in the concern areas of the basement along the top of the foundation and on the interior of the garage. Also placed out glueboards along the interior perimeter of the basement. I applied a residual spray and a residual insecticide dust to applicable exterior areas of the home and interior of the garage to create a barrier to help protect against pest entry. I also used a ******* to remove reachable, removable web build up from the exterior. Recommend resealing where utilities come into right side and back of home to better protect against pest entry. Also recommend contacting your irrigation company to come look at the leak on your irrigation line to help eliminate open water and breeding sources for all kinds of pests from being so close to the exterior. Also highly recommend resealing the pvc line from the interior to eliminate pest entrypoints.
  Thank you for choosing Bugout, stay safe and have a nice day!

   

  HER OTHER NEEDS WERE ADDRESSED AS WELL.

  Tuesday, 05/20/2025 03:58 PM ADMN CCM  [Edit]
  Call Note:
  txt from ******* ants in kit. cmf thur 5/22 was schdl by tech. sorry he did not reach out. - *****, ****** M
  Automated Case Notes:
  - Customer Declined Inspection RSS Request
  - Whole Home Inspection has been DECLINED.
  - There were no acceptable times for Order #********
  - Customer rescheduled appointment for ************ from 05/22/25 to 05/27/2025, 12:00 PM - 5:00 PM
  Actions By: *****, ****** M (**************************************************)

  ADDRESSED BY 5/27 VISIT AS RESONDED TO IN ORIINAL COMPLAINT. 

  Customer Answer

  Date: 08/11/2025

  Complaint: 23643171
  
  I have reviewed the business' response and am rejecting it because:

  
  They did not address this visit to my house that I am being billed for, which was in June.  (See attached text from the business)

  
  They came out the final time in June and never made entry to the house.  I told them that I had an ant problem in the basment but they never sprayed.  I have hundreds of ********* ants in my basement still!!  They never sprayed and they are trying to charge me. This is fraud!

  I told them that I would either:

  1. Pay the bill and they could come spray in my basement,

  2.  Eliminate the bill and I will put down my own traps.

   

  This business's response did not address the most recent visit. I will wait for them to choose one of the above ways to resolve this.  But taking my money and not providing a service is theft.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/18/2025

  It was never communicated by the customer that she wanted us to go back out and then she would pay the bill she owes for the service she originally turned us away for.  See the original complaint.  She indicated she wanted a refund.  I would've gladly done the makeup visit for the ants but that was never addressed with us and I question why she didn't request that in the first place to avoid all of this.. If a free callback is what she would like for the *** problem to solve this we will gladly oblige.  Please let me know. 

  Customer Answer

  Date: 08/19/2025

  Complaint: 23643171
  
  I have reviewed the business' response and am rejecting it because:
  

  They have not yet scheduled a time to come spray again as they stated in their response.  Every time I call, I cant get a hold of anyone.  They say that they will call back and never do.  If they want to come spray, I will accept.

   

  I will wait for their call.  ************.  I expect to talk with someone by August 30.
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of 1/2 a year, I have had several issues Bug Out. First they did not send the invoices by the method which I requested, and because of that there was a delay in their payment. I thought I had time left on my contract with ********, which they bought out. They sent me (Never using my full name) a letter that resembled a collection letter. After talking to their representative, I paid off the balance and their representative convinced me that I could pay for a year, similar to what I had with Terminix. This was not correct it was simply me overpaying and having a surplus. After more communication issues (talks they were going to raise rates when I thought I had a year contract) and an uncomfortable situation at my house with their technician; I called up asking to end their service and for refund of my surplus. The manager assured me that I would get all the money back in a check. That was a month ago. I tried calling last week and after 1/2 hour of working around their system,(which is near impossible to get to customer service) I was able to get to a customer representative. I asked for a manger. The representative claimed that a check was cut June 2, and told me his manager was on a call and would call me back. When I attempted to continue the conversation, he hung up on me. The manager never called back. This company claims it cut a check, but I still have not seen it! I want my refund, and an apology for all the hassle they have put me through.

  Business Response

  Date: 07/09/2025

  We have a billing department that the complain was submitted to in mid June.  The billing department has cut the check as of the first week in July and should be mailed to the customer.  We do not locally have a billing department any longer so I must go by what i am told by that department.  We apologize locally for the inconvenience associated with the outsourcing of this refund. 

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Terminix customer and this is the time of year when they come out. Bug Out showed up to do their yearly job. I didn&#**;t know that Bug Out had taken over Terminix. I got a bill for $300 plus dollars plus treatment. I didn&#**;t get a bill or a receipt. They said they would get me something today or tomorrow. They never got back with me. They are sloppy. I would like an agreement provided to me so I can get this resolved.

  Business Response

  Date: 07/09/2025

  We have to request contracts from the home office and we have but I cannot do any more locally.  The bill has been provided to the customer and the receipt for service was emailed as well.  

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-26-24 I called Terminix because Im dealing with the pest problem (bed bugs). The company Bug Out came out. I asked the sales guy (****) Why Bug Out came out and not Terminix. He told me that bug out is Terminix and that they changed their name later I would find out on the Internet that this is a lie that bug out was actually called blue Chip and they was never considered Terminix. he lied to me to try to get a sale. in fear and in desperation, I hired them because I wanted to get rid of this problem so I could sleep peacefully in my bed. He assured me that if I hired his company that they would do a treatment that is 99.9% effective. **** told Me after finding bedbugs in my bedroom in my back living room, that they would have to treat every single room to ensure that the treatment would work and be effective. He told me that they would steam every bed in the house and both couches because that would kill the eggs. He also told me that he would shop vac Every couch in bed to make sure all the bugs that were alive were gone. He told me they would put traps underneath the beds and couches, just in case there were any crawling around in the rooms that these traps would catch them.**** Told me that they would put full case mattress protectors on every bed that way if there was any alive, they couldnt get to us. Needless to say, they did not steam heat any material in my house and I have proof and evidence on my camera. They didnt shop vac Every single bed and couch. And the one bed that they did vacuum when I got home to check their work, there was still bugs on my bed, and I have pictures of this as well. The traps that they were supposed to put underneath the beds, their workers just lay them next to the bed, which is not gonna work laying next to the bed. The only way that it would work is if the traps are actually on the bed post. I have pictures of this as well. I have attempted to contact the supervisor and he still hasnt returned my call.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an ant problem, and hired the business to service my home, the first tech never showed, so they sent out a second and when he arrived I asked for a full house inspection, he told me that he didn&#**;t think I needed one and only put the poison in the window seals of my kitchen window.I was not satisfied with the tech not providing a full house inspection so I contacted the business on July 10, 2024 and I was told I would receive a refund for $293.00 and that it would take 4-8 weeks to arrive in the mail. I had not received it and on today 10/23/24 I contacted the business again to inform them that I had not gotten the check and I was then told that I would not be receiving a refund.

  Business Response

  Date: 11/18/2024

  Please understand that locally we were not informed of the need for a refund for this customer until your letter.  At this time, we will be having our home office process the refund for the customer as the account has already been closed out.

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service with them to come to your house Fleas. I was told that I would be charge $88 per service. I was charge $335.00 for the service and I should be charge for $88.00 I asked them to refund the total amount of $335.00 immediately. I have asked them to cancel my service. They told me I should be receiving a refund of $335.00 a week ago. I want my money back of $335..00 and any future service cancel.

  Business Response

  Date: 11/18/2024

  Please see the attached and enclosed notes from our account regarding the complaint by ***** ******.  Multiple reasons have been given for the need of the refund.  No one at the branch has agreed to the refund she states she was promised for the services that were rendered.  Also enclosed is her signed contract, which she agreed to.  At this time, we will be collecting what is owed for services rendered.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice and needed clarification on it. I also have a contract that expired 7/8/24, and I wanted to speak with someone about it and whether it needed to be renewed. I have called the office four times over three months and every time I have been told that they are giving my message to a supervisor or escalating my concern and that I will receive a return call within 24 hours. After three months I have yet to have back from anyone. I have asked for a phone number of a supervisor or the corporate office and have been told they don't know and/or don't have a number. I would like an answer to my question on the invoice and I would like to know about the next step on the termite contract.

  Business Response

  Date: 07/31/2024

  On 07/31/2024, I left a voicemail for *********************** providing my contact information and requesting a return call.  I will continue to try to contact ***** to address the concerns.

  Business Response

  Date: 08/02/2024

  On yesterday, 08/01/24, I receive a voicemail from ***** stating the issue had been resolved.  I called her to follow-up and confirm.  ***** stated she received a call from another representative and he explained and credited the invoice.  I offered ***** my contact information for future concerns.  

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a squirrel in the attic. Called and had a free inspection. They couldn't find the entry point. I called them later when we went into the attic and it was DIRECTLY above the attic entry you could see where the squirrel had busted its way through a screen on a turtle vent for the roof. Not sure how they missed that. They came and fixed the hole on 2/27 and partitioned the main attic from the garage attic to keep the squirrel contained and did some new insulation but didn't see the squirrel to remove. We ended up trapping it ourselves and hired them to remove the trap with the live squirrel a few days later for an extra $100. It is now 2 months later and we have another squirrel in there and you can clearly see the squirrel came through the exact same "fixed" spot on the vent. Now we need to have another squirrel removed because of their shoddy work. I called and sat on hold for 20 minutes, and was told they would not honor their workmanship to address the hole they supposedly repaired, nor to remove the current squirrel that got in due to that shoddy workmanship. I filed an internal complaint with them.

  Business Response

  Date: 06/05/2024

  Customer had service the day after they contacted our office for this complaint.  We repaired the damage and have not heard anything about an issue since.  See attached notes from our system for all complaints and service notes provided.