Complaints

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

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  Custom Pest Control, LLC

  10062 Al Highway 168 Boaz, AL 35957-1883

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  Custom Pest Control, LLC

  255 N Main St Ste 6 Boaz, AL 35956-3108

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:11/01/2023

  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.

  Custom Pest Control serviced my house for bat removal on 7/13/23, with the agreement that 2 ***** vents @$450 and 5 one way outs with sealing would be installed at entry points, the front and back corners of house, for $1750 for total of $3050 for service. We had walked all around house and he specifically pointed out the back 2 and front corners of house as entry points. The end of Sept, I noticed bat droppings at front of house and called them to come back to look at it. When **** (employee) came, it was noticed that only the 2 back corners were sealed with foam and that no one way outs were installed, instead the metal was pulled away from roof, bats swept out and droppings washed out with water hose and metal secured tightly with screws. **** calls boss, (*******************), who said I had 30 days to report a problem and he would come back out to seal the front for an additional $4400. Nowhere on my invoice or at any time did he mention 30 days. Regardless, I paid $1750 for 5 one way outs that I did not receive and he also charged $450 for 2 ***** vents, my original custom made vents are still there.I said I wasnt paying anything else, that they needed to come back and do what we had discussed doing and what I paid for. **** calls me back and said hes trying to get his boss to purchase an extension ladder and he would come back out to seal the front.Since then, I have called on Oct 13th and twice on Oct 25th, talked with secretary asking for a call back from boss, which has yet to happen. On my last call, i did tell her this was my last call, that I would be taking further action. At this point, I just want my money back for the equipment I did not receive, $1750 for the one way outs and $450 for the ***** vents for a total of $2200. $3050 is ridiculous price for just swooping out bats, flushing droppings with hose, and s******* metal back down when that is not what was originally discussed, and then wanting an additional $4400 to seal the front of house.

  Business Response

  Date: 11/01/2023

  The customer hired us to perform a service.  We evaluated from the ground the best option and priced the job at the amount stated.  We rented a cherry picker to allow access because of the excessive height and this is one of the reasons for the extra cost.  The danger level of working 40 feet in the air and equipment rental.  On day of treatment we discovered the roof has been put in with wood strips under it and had the metal raised above the old roof and the whole side of both ends were filled with bats.  No bats were located inside the ***** vents.  We changed the direction of treatment and discussed with home owner that we no longer suggested one day ours because of the construction of the metal roof.  We removed the roof metal roof where bats were nesting and pressure washed the area free from bat poo and removed all the bats.  We did this in both sides.  I then informed the home owner that sealing of the roof for re entry would not be possible because the entire roof is a nesting area and access in the entire roof allows entry for the bats.  We did seal up where the original bats got in but I indicated that further work would be needed to prevent a future infestation.  I also suggested placing a bay house in the ***** to give them an easy place to return to.  We did our normally follow up and saw all the bats had been removed and the account was closed.  Several months later the customer calls and notifies us that the bats had returned but in a different area.  We told again about the cost of resealing all the holes and priced the job.  The customer refused to pay anything further.  Industry standard for animal removal is a 30 day warranty.  We eliminated the bats as hired to do.  Informed the customer that if further work wasnt done they would return.  Customer declined service.  Then several months later wants their money back.   I feel we completed what we were hired to do.  
  
  

• Initial Complaint

  Date:04/19/2023

  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.

  We contacted this company to remove a skunk from under our home. They asked for payment up front and promised that they should have the skunk in a trap by the next day. They explained how they would dispose of the skunk etc. In the last month, they have been to my home maybe four times for five minutes at a time and have not even moved nor checked their trap in two weeks. I have been asking for a refund since week 2 after having heard from others that they were not trustworthy. I've been repeatedly denied a refund and they are no longer even showing up to check and bait their trap. DO NOT PAY THEM FOR ANYTHING UNTIL IT IS FINISHED. I should have looked at the better business bureau complaints before I paid them but maybe you won't make the same mistake I did. Call another company.

  Business Response

  Date: 04/19/2023

  This sounds more like an online review than a complaint wherre a mediator can assist.  The Complaint did not state a name or address, but we are fortunate to only have one account where we haven't caught the desired skunk.  We were contracted to trap and remove a skunk.   We charge a fee of $250 for this service.  When dealing with animals, it is difficult to give an estimate on how long it will take.  We have caught and released skunks within a few days to a few weeks to even a few months.  This skunk is has successfully stolen the bait and has even set off the trap and escaped before capture.  We have made several visits within the past 4 weeks.  The last trip, we moved the trap to a different location and have been checking on it.  The customer is correct that this only takes a few minutes and we have checked several times without disturbing the client because a quick peek can tell if the trap has been successful.  As I have explained to the client, you are paying for a service.  The client expressed concern that they could set their own trap, but when asked what they would do when they caught it, they said they would call us then.  Well, the fee would still be the same, $250.  I have asked the client to allow us to continue the process and we will eventualy prevail He did allow us to service the station today and we have him scheduled for several follow up viisits.  Since we have already been working this account for a month, there is no refund.  I have explained this to the customer.  We don't want this to take months, because we don't charge per visit.  It costs us for every trip we don't catch the skunk.  Also aggrevating the circumstances, is the construction of the house, with a very low, non accessible crawl space, allows the animal a place to hide, which we don't have access to.  We have to wait on the skunk to come out.  I am assuming it has had babies under the house and is not venturing off, but time will tell.  I don't belive this is a complaint that the BBB can help.  It appears that the customer just wants to leave a negative review, which is fine.  As I told the customer, He will love us, when we catch it and take it away.