Complaints

This profile includes complaints for Insight Pest Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Insight Pest Solutions has 5 locations, listed below.

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  Insight Pest Solutions

  22 Antares Drive, Unit D Nepean, ON K2E 7Z6

• 

  Insight Pest Solutions

  1 Crescent Road Huntsville, ON P1H 1Z6

• 

  Insight Pest Solutions

  1000 Windmill Rd Dartmouth, NS B3B 1L7

• 

  Insight Pest Solutions

  22 Antares Drive Nepean, ON K2E 7Z6

• 

  Insight Pest Solution

  1080 Castle Hill Cres Ottawa, ON K2E 7Z6

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:29/03/2023

  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.

  In late December 22, our property was significantly damaged in a storm. Shortly thereafter I called Insight Pest Solutions and informed them that due to the combination of downed trees, downed fibre cables, large piles of branches mixed with snow and ice (3 feet high at time) and other debris around my property that I did not wish to have any services performed until I called to resume service which likely would not be until spring after the snow had melted and debris had been cleared. I requested this primarily for the safety of contractors on my property. They initially complied with my request but I arrived home on 25 Mar to find a note on my door that they had performed exterior service on my property and charged my credit card. This was contrary to my request as there remained significant snow & ice and the debris makes access very risky. They provided a report indicating what they did which would have required walking around the house, yet there were no tracks in the snow to indicate they had actually done anything other than in 1 location where they moved a mouse bait trap. I called and was upset at their action especially since they had ignored my express wishes due to valid reasons. Given the damages to my house, I expect to have my entire roof, soffits, eavestroughs etc removed & replaced in the near future so even if they managed to complete their service (without leaving footprints in the snow - impossible) it was completely without purpose. I have verbally requested that my contract with their company be cancelled immediately and that the charges be reversed. They refused to reverse the charges claiming a service had been performed despite it being against my wishes because their system automatically dispatches their techs every 30 days automatically. I had indicated that I would be leaving a google review but was advised to try this route first.

  Business Response

  Date: 31/03/2023

  Hello ****, 

  Thank you for taking the time to voice your concerns with your available channels. Once again, we apologize for frustration we have caused you as that was never our intent. 

  Please allow me to outline the timeline of events, corroborated by our records on file. 

  On December 28th, 2022 you received a notification for an upcoming quarterly service. In response to that notification, you contacted the office an advised us that there was damage to your property and it would likely not be cleared up until the spring. You requested at that time that we push the service until April. Your account was processed according to your directive and I can verify that these were the instructions made to the office via the recorded telephone call on that date. All that was requested at that time was that we push the services to April 2023, which we complied with. 

  On March 23, 2023 you received an upcoming notification for the March 25th appointment. There was no contact made to the office in regards to this appointment, therefore, as per the service agreement, the technician attended the property on the scheduled date and performed partial services based on what he could access at that time. As per the service agreement terms, the customer is responsible for ensuring that the property is accessible to the technician on the scheduled service date and in the event that the technician is unable to access areas to perform services, the technician is obligated to still complete what they can and the customer can use their warranty coverage for us to return at their requested time to complete the rest of the treatment. We do not charge partial invoices due to the warranty coverage that is included with the charge. 

  On March 27th, you called into the office regarding the invoice you received for the March 25th service. You were irate with the customer service representative when they attempted to clarify what had happened and requested an immediate escalation of your situation. We complied, and as such, I reached out to you in the afternoon of March 27th via telephone. I apologized profusely for the negative experience and did my absolute best to clarify exactly what had happened. When I advised you that the charge for the service had been posted to your card, I offered you a refund immediately. You refused the refund entirely and demanded an immediate cancellation of your service. Once again, I complied and your account was closed that day. 

  I am more than willing to provide copies of the recorded phone calls from Dec. 28th and both calls on March 27th - as they fully corroborate what I've stated in my response. All reasonable efforts to remediate the issue at hand were made, however we were ultimately denied any opportunity to resolve this matter amicably and therefore simply closed the account, as was requested. 

   

• Initial Complaint

  Date:21/03/2023

  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.

  On July 24, 2021 a sales person from Insight Pest Solutions came to the door to sell their services. I agreed to purchase as we had a large amount of ants in our back yard & around the house. The service was to take place on 4 occasions (summer, fall, winter, spring).
  After almost a year the ants were still there. I informed them of the continuing issue so they came again. However, after the end of the contract, they charged my visa another amount which I did not give permission. I asked them for a refund which was declined.
  I paid l $763.88 for this service which was completely useless because it didnt solve the ant problem at all. And then they charged me another $190.97 after the contract was finished.
  I'm extremely disappointed and frustrated with this business.
  Hoping that you can help resolve this issue .

  Business Response

  Date: 31/03/2023

  Hello *********, 

  Thank you for taking the time to reach out and voice your concerns through your available channels. Please allow me to extend a sincere apology that you did not have an overall positive experience with our company. 

   

  As was discussed with you through the office, your agreement contains a clause whereby it advises the signor that upon completion of the initial term, services will renew and continue on the same service schedule until the account holder cancels services. Not only were you advised via notification of your upcoming service in July 2022, but you also spoke with the technician on site and accepted services prior to them being rendered. A full service was completed at that time, at your directive, and your card was charged accordingly.

  I understand your qualm with the continued ant activity, however please allow me to clarify that even when a pest control issue has been 'solved' it does not guarantee 0% pest activity. While dealing with live organisms, this is simply unrealistic to guarantee to any customer. Upon review of your file, I can see that you did have regular ant activity in the warm seasons - however we maintained treatment for the targetted pest and there were no concerns expressed to us regarding this prior to your submission with the ***.

  Furthermore, we have a comprehensive money-back guarantee policy that does allow us to refund customers in the event that a pest control problem cannot be resolved - however there are conditions that need to be met in order to qualify for the refund and you did not engage or request the policy, nor have you met the requirements in order for us to issue a refund. Unfortunately at this time, we have passed a reasonable timeframe to pursue this resolution. 

  Once again, we very deeply apologize that your experience with us was anything less than idea. We always strongly encourage communication with the office for customers to voice their concerns and to give us an opportunity to make it right. We strive to provide unbeatable customer service, but we are only able to do that in circumstances where we are allowed an open line of communication. 

   

  All the best.

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: 19629786
  
  
  
  I am rejecting this response because:

  To clarify, when the sales person came to the door, I was never told that the service would continue after a year.  I'm fact, the individual stated that the service was specifically for a year.  I also didn't not see anything stating that it would continue when I signed up for the service.  

   

  The service person came to do the inspection & spraying one week and a week later I received an emailing stating they were coming back to do another one. I thought it was strange, and replied asking why when they were just here.   They insisted on coming again a week later, so I assumed there was no extra cost, that's why I didn't debate it.  They were not honest about  this and should have informed me that they would be charging me.  

   

  Now they persist on blaming me, when all along they were not honest. 

   

  This company should not be trusted as they are sneaky and try to get away with what they want, and apparently have no respect for clients.

  
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 12/04/2023

  ***** 
  ***** ********** ***** *** **** **** **
  *** 
  ***
  ******** *** ****** ******** ****** ********* *** ********

   

  Hi *****,

  
  

  Please find the attached contract signed by ********* *****.

  
  

  Thank you,
  
  

  ******* ********
  ******** ********** *******
  ******* **** *********
   * ***** ******** *******************************

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: 19629786
  
  
  
  I am rejecting this response because:

  
  
  They were not honest with me and did not hand me that contract at the time of purchase. All I did was sign at the door, but was not given the opportunity to read the details. 

  Also, they state a back money guarantee, when their treatment didn't work, however, they refuse to honor that now. 

  Again, a very dishonest business. 

  I can see this is not going anywhere.

  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:08/12/2022

  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 signed up for services based on the sales man telling me they would deal with rats. I found out days after it was mostly spiders and earwigs. I have ducks they eat insects and I didn't want them spraying for insects. I called and cancelled the service in July. In October, they send me a text saying they're coming. I said no. They showed up, entered my property placing traps around my property, entered my garage. I called immediately when I got home from work. The guy confirmed that I had cancelled and did not have an explanation why they came. Now they have sent me a bill and told me if I don't pay it they will send it to collections.

  Business Response

  Date: 12/12/2022

  Hello *******, 

   

  Thank you so much for reaching out and I'm so sorry to hear of your experience with us. I'm sorry that it was anything less than ideal. However, that being said, we have already made the necessary billing adjustments to clear your account based on your circumstances. We understand that there was a break in communication and for that we felt like you deserved reasonable compensation. As such, your account was closed without penalty and the service charge was voided - as was communicated to you. The in-house collections has been terminated at this time, as was your request.