Complaints

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• Initial Complaint

  Date:18/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  March 4, 2021 we paid Get em Out $3518.26 for services rendered to our home for removing bats and mice while ensuring they do not come back. There quote also offered a lifetime warranty. Unfortunately, the bats have never left and remain. The company Get em Out is unable to have the bats vacate and not re-enter. The company have made some visits to try to find ways but are unable to complete the service. The last time the owner was here, Mr **** *********, had blamed the vinyl siding for creating the noise and that it was not his problem. We had a second opinion today, and the new company said that the noise and sounds were clearly bats *** many of them). I have reached out to Get em out where they were coming to inspect our home on Friday. I booked time off of work, and today Get em Out notified me that Mr **** ********* is out of town on a Large Project. I have more written emails and pictures and videos to accompany this information. I have requested a refund today and their response was We dont provide refunds

  Customer Answer

  Date: 10/01/2025

  Good morning,

  This is the other issue with this company, lack of response. 
  

  How long do we wait for a response? What are the next steps please?

  I paid a lot of money to this company for a service that they are unable to perform, and it will be 4 years this March. $3518.26 is a lot of money for my family to be wasted, and I hope you can help us get this back. Hopefully other clients and new clients are aware of this risk.
  

  Thanks,

  David 

  Business Response

  Date: 20/01/2025

  We have attempted to communicate via email with this customer. 
  

  I have explained simple process to them. Previous work has a warranty. We must come and inspect our previous work to see IF anything is failing. 
  

  Either our work is failing - in which case we repair at no charge. 
  

  Or there is a new issue, new species, new area, we have no idea. If that is the case a new quote gets created. 
  

  We continue to do follow up appointments for our customers repeatedly if they ever think the issue isnt resolved. Sometimes they think the original mice issue is still a problem but in fact we found squirrel entry, or vice versa. We clarify everything. 
  

  The problem here (which weve never ever had) is customer ***** ******* isnt arranging a follow up inspection with us, but rather wanting money returned. The work was done on the home. Even if it needed a slight adjustment (we dont know without inspecting) we would do that at no charge. 
  

  We have never had to issue a refund. We always go back and figure out what happened and what is needed, as per the lifetime guarantee. We have not been to this home in over a year. We cant know what is happening with our previous work after a year, we must inspect. We do this all the time, it is never an issue but for some reason with ***** it is. 
  

  We have availability on a calendar just like any small business. Running 3 full time staff all around ******. I schedule first come first serve. And at times, with small staff we may face sickness or weather delays. Other than that we communicate and accommodate the best we can. 
  

  We have requested inspection to decide next steps. At the moment the statements made are unfair towards us. I have all the emails where I have offered assistance. 

  Customer Answer

  Date: 22/01/2025

  Complaint: 22705228
  
  I am rejecting this response because:
  

  Get Em Out (GEO) has not been able to solve the problem, and this remains unresolved despite GEOs repeated efforts. *** has had a period of over three full years to address the matter, during which several visits were made to our residence. Regrettably, their attempts to resolve the issue have been unsuccessful.
  

  As of March 5, 2025, this unresolved matter will have persisted for four years. Given the circumstances, we are now compelled to seek an alternative solution-provider capable of effectively addressing and resolving the issue.

  Furthermore, I find it necessary to address GEO's false assertion that I failed to arrange a follow-up appointment. To the contrary, I not only confirmed the scheduled appointment but also took the proactive step of booking an entire day off from work to accommodate their visit.

  It is unfortunate that this matter has reached such a ******** is important to note that the prolonged nature of this unresolved matter is not only frustrating but also poses a tangible risk to health and well-being.  In order to pursue a resolution with a different provider, we require a full refund of the amount paid to GEO.
  
  I trust you will understand the necessity of this request and look forward to your prompt response.
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 22/01/2025

  We modified the one appointment that was set up (in the past year) by one day, earlier, due to the owner having a family obligation. This was with notice of approx. a week. We have days and days of alternative openings available. 
  

  We may have visited the home before end of 2023, but many things can occur in over a year, but we dont know without inspecting.

  Another service provider isnt required as we have said you have a lifetime guarantee on our work. 

  If you choose to get another opinion, that is your choice. We do not have reason to give refund as all work was completed as quoted. If adjustments are needed then they would be also done, at inspection.

  This is unnecessary. We book these appointments all the time but refusing and saying we cant try at least, is odd. 

  Customer Answer

  Date: 23/01/2025

  Complaint: 22705228
  
  I am rejecting this response because:
  

  The rescheduling of appointments is not the primary point of concern here. It is our familys health and the deterioration of our home that needs to be addressed.   No one should be expected to live with bats for four years in order to accommodate a life-time warranty.   Bat droppings, also called guano, sometimes contain microscopic fungi that can cause serious health problems in humans.  In fact, the evidence of guano droppings in our attic has increased and may eventually require expensive professional cleaning and replacement attic insulation.  

  Despite the work Get ****** initially performed nearly four years ago and returning multiple times to reassess the situation and making various attempts to modify their work, they are still unable to find the entry point and effectively seal it.  The issue remains unresolved, and bats still occupy our home.
  
  Get ****** services were marketed with a lifetime guarantee, which I trusted as a commitment to deliver a lasting solution.However, it has become evident that the guarantee, in this case, has not resulted in the promised outcome. A lifetime guarantee, by definition, assures customers that the problem will be permanently resolved, and that any issues arising will be addressed effectively. Unfortunately, this has not been the case since the issue was never resolved and bats still live in our home. Moreover, the increasingly audible sounds emanating from within the walls raise significant concerns that the colony may have grown in size, thereby exacerbating the risks to the health and well-being of our family.
  
  After nearly four years and multiple attempts to remedy the situation, my confidence in Get ******s ability to provide a solution has been entirely eroded. Given the persistent nature of the problem and the significant health risks involved, I believe it is only fair to request a full refund for the services provided. 
   
  Moving forward, I will need to seek an alternative service provider who can resolve this issue once and for all. While I regret that we could not reach a resolution through Get ****** since March 5, 2021, we have given them multiple chances to fix it.   I trust Get ****** will recognize the fairness of my request and honor it promptly as our window of time (Springtime mating season) to resolve the problem is small and approaching quickly. 
  
  I hope to resolve this matter promptly and without further escalation.  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 23/01/2025

  I am further attaching proof of the bats and sounds.  I have several additional files in case needed.