Complaints

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• Initial Complaint

  Date:11/04/2024

  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 still have roaches and I have paid this company approx. $800.00 over a year and 7 month period of time and they NEVER got rid of my problem with the bugs in my home. I was sexually harassed by one of their tecs by the name of Tim. They ended up firing him because he was doing that to the other customers with their company and to the women in the office. I found that that they never offered to compensate me at all for the way I was treated by one of their staff odd and unprofessional. I called around and did some research and I have found out that the time I've spent with this company is not a realistic time period considering the level of infestation I have at my home. Plus I was told that I had one of the cleanest homes that ****, their tech. had seen in a long time. To take almost 2 years is almost unheard of. The last tec I had in my home said to me that they should of sprayed my house once a week for 4 weeks to solve my problem and to kill the mother roach. That never took place let alone tolled that was even a option in the bigging. When i spoke to Brenda She seamed shocked that I still had roaches in my home. She also stated there was the option of fumigating but it was going to cost me 200-300 dollars on top of what i already paid them and that ***** would be in touch with me with a lower price considering all I had paid them already. I find that suspicious that I was never told that in the beginning as well. I never received a call from ***** or one else.

  

  Business Response

  Date: 11/08/2024

  *******, we are sorry you feel this way. We have serviced your property for 12 months paid for by you at $80 plus tax for 7 of those services and $45 plus tax for the remainder. We have also given you 2 $50 credits one in February and one in March of this year. We have also provided 6 no charge follow ups (totaling out to be over $580 in free service) during the course of the past 12 months with us. German cockroaches are very tough to rid. However, it is even harder to rid your home of them when the source of the issue unfortunately, is from an unsanitary neighboring home with several dogs. We provided our information to your neighbors home in July of last year and again in April of this year. We have traded out our products to use different chemicals to eradicate your issue of roaches and have two messages from you one last year and one this year of you saying (I’m so happy with my service I haven’t seen any bugs in awhile however I just saw two in the bathroom today). We have exhausted our options in being able to completely rid you of the issue due to the actual source not being that of your own. While also providing you with termite warranty each year for the price of $80 plus tax which is a service you have gotten for years and never had to be re treated for those. Tim was fired immediately after you contacting us with what was happening, we then learned that you said (you didn’t say anything before then because you were getting things at a lower cost and some things for free) but after you made us aware we never sent that tech back out to your property. And in 12 months you have had 3 different technicians. If this was an issue that could have been totally controlled between three technicians. 12 treatments 6 free treatments of the interior and exterior of your home, we guarantee you it would have been controlled if possible. I (***** Wilcox the office manager) have text messages and calls from you answered well after hours and schedule you for a no charge service at 12:43am when you texted me. We understand that dealing with this issue is frustrating and overwhelming however we have went above and beyond to accommodate the issue for you. We also provided you with a resource of a number to call to report your neighbors in June of last year. We wish you nothing but the best of luck on this pest issue and we thank you for being with us while you were.

  Customer Answer

  Date: 11/09/2024

  The assumption that my problem was coming from the neighbor, is just that, an assumption. It was never determined as an actual fact. As you can see in the attached, I was seen April 19, June 13 roach control June 27 roach c. oct 24 was a quarterly of 2023. Then I was seen for a quarterly service January 24 a monthly service March 15 April 5 was a warranty invoice April 10 monthly 5-7 monthly 6-17 month 7-12 monthly you’ve also included on this invoice couple of the free services you gave me. You tally up these “”free services” like somehow you gifted me something. I didn’t hi, you guys to gift me things I hired you to Get rid of the roaches in my home, which you never delivered on I delivered on my part. I paid you everything you guys requested of me. As I said, in the initial complaint, I was told by YOUR technician, that I should’ve had weekly visits to then eradicate the problem. As you can see you were coming monthly, which in reality if you think about, it would never actually fix the problem because they have all that time in between to then reproduce and infest my home more. Fumigation and weekly visits was never even an option that you guys offered me which I’ve been told by your technicians that those two could’ve solved my problem from the beginning. I will reiterate, we assumed that was the problem. It was never a determination. Your technicians never went in and actually seen roaches in her house and then concluded that’s where they were coming from. They never told me that it was one of the other. They said it could be either or. So in conclusion, My home was never treated successfully or correctly from the beginning.