Complaints

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

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  Cook's Pest Control, Inc.

  1741 5th Ave SE Decatur, AL 35601-5923

  
• 

  Cook's Pest Control, Inc.

  1624 4th Ave SE Decatur, AL 35601-4904

  
• 

  Cook's Pest Control, Inc.

  143 W Dublin Dr Madison, AL 35758-1798

  
• 

  Cook's Pest Control, Inc.

  2025 Cherokee Ave SW Cullman, AL 35055-5552

  
• 

  Cook's Pest Control, Inc.

  175 AL Highway 75 N Albertville, AL 35950

  

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:09/10/2025

  Type:Billing 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.

  On 5/6/24, we contracted ****** to do a one-time treatment for swarming termites in a rental unit. We explained to ***** multiple times that we did not want any ongoing treatment or contract. The contract he had us sign did give a price for ongoing treatment, but with no start date. We told him again that we wanted no annual contract, and he said that this was just a standard contract that we had to sign to get the one-time treatment. We paid $849 for this service.Starting 5/27/25, they began charging us quarterly amounts of $70. We have called five times and spoken to ****** and *****. Every time, we have gotten assurances, each time more emphatic, that a manager would call us back promptly. This has never happened. With two quarterly charges, plus interest charges, they now say we owe $143.29. But they will also not cancel they service, so we assume it will go to $280. Honestly, I don't know that they'll even cancel it after one year.

  

  Business Response

  Date: 09/10/2025

  Thank you for your feedback. We understand that you have already spoken with ***** ****** regarding the service and account balance, and we wanted to provide a formal response. The account is cancelled, and the balance has been cleared on our end and removed from collections. It was only placed in collections on September 5, 2025. Unfortunately, a letter was sent by ************* before we were able to fully resolve this issue with you. I have confirmed with our staff accountant that the ARM status has now been removed, though one letter may already be in transit.
  
  We apologize for any confusion or inconvenience this may have caused and appreciate your understanding as we worked to correct the situation.
  

  Customer Answer

  Date: 09/12/2025

   
  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:08/04/2025

  Type:Customer Service 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 initiated quarterly pest control service with ****** Pest Control due to a fly infestation, paying the full $222 upfront with expectations of professionalism and reliable service. Unfortunately, what followed was a series of serious issues that undermined my trust.Since the beginning, there have been lies about when technicians arrived, including one incident where an employee not only failed to perform the service but also pitched his own pest control business. This happened back in May, and I stayed silentthough his manager was aware of the situation, given he had previously serviced us and knew my boyfriend and his family.On July 1, I received an email at 4:16pm claiming that a technician had been outside for over an hour playing with our dogs, servicing the yard. I was outside with the dogs the entire timeno one came. To claim otherwise is dishonest, and frankly, **************** Cooks expects another $222 for a visit that never occurred. Ive had enough. I already paid the original amount and received subpar service, persistent pest issues, and a staggering lack of accountability.Adding insult to injury, I was hung up on four times by their customer service when I tried to address this, which feels like intentional call avoidance. One rep even denied they transferred my call, despite it being the same voice on both ends and the same name provided. Their behavior has been disrespectful, evasive, and unprofessional.I initially trusted Cooks because of Mikean outstanding worker who was courteous, informative, and genuine. Its heartbreaking that what began with professionalism has spiraled into deception and ***************** terminating service. I refuse to pay for services not rendered, especially when dishonest claims, poor customer service, and unresolved infestations are the only things I received in return and i know it was a dishonest claim as i was outside with my dogs and no one ever showed up.

  Customer Answer

  Date: 08/04/2025

  This matter I think was resolved today they came picked it up and canceled and zeroed out my account so this has been resolved by the business my cooks complaint

• Initial Complaint

  Date:07/28/2025

  Type:Product 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.

  June 27th 2025 my dog is rushed into the Vet ER for poisoning. This coincides with my neighbors dog (from ***********************) also getting sick with poisoning and rushed into the Vet ER. I discovered that Cooks Pest Control had sprayed the properties next door to me prior to this. Then my other dog got sick with poisoning and was rushed into the Vet ER on July 14 2025, after Cooks Pest Control Sprayed the property next door with their poisons and laid rat traps. I also found a dead owl in my backyard (no signs of injury) and the neighbor found a dead squirrel (same way). Pictures and video of the Pesticide drift and overspray on my fence sent to District Manager at Cooks. Contacted Cooks Pest Control numerous times by phone and email. Because they were not responsive, I went into Cooks Pest Control on 23 July 2025 and spoke to **** ******** District Manager. He told me I couldn't prove his pesticides and rat poison bait stations were to cause for my two dogs getting deathly ill, or the neighbors dog getting ill as well. I asked only for his assurances that they would be careful and not poison my pets in the future. He told me his pesticides were safe to ingest by pets and told me he wasn't changing anything. He accused me of "****** up the neighborhood against Cooks" and said that he had gotten calls from 4 different neighbors about this. I didn't speak to anyone other than my immediate neighbor about this so that tells me that other people are having the same problem. **** ******** told me to leave (Get the **** out) and reiterated that i "can't prove that his company poisoned" my dogs. Cooks Pest Control's attitude toward the health and well being of pets and wildlife in the neighborhood is astonishing. They deny the existence of "pesticide drift" "off-site migration of poison" and "contamination Spreading" while at the same time saying that their pesticides are same to ingest (consume) by pets. Nothing could be further from the truth.

  

  Business Response

  Date: 08/01/2025

  NOTE: This message is for the BBB only.

  Our senior management team has spoken with this customer multiple times since this complaint was filed. During the last conversation earlier this week, Mr. ********** claimed he would withdraw this complaint. As of today, it doesn't appear he's done this. Can you please reach out to him and confirm he would like to withdraw the complaint?

  

  Business Response

  Date: 08/12/2025

  Date Sent: 8/1/2025 11:24:39 AM
  

  NOTE: This message is for the BBB only.

  Our senior management team has spoken with this customer multiple times since this complaint was filed. During the last conversation earlier this week, Mr. ********** claimed he would withdraw this complaint. As of today, it doesn't appear he's done this. Can you please reach out to him and confirm he would like to withdraw the complaint?

  Customer Answer

  Date: 08/13/2025

   
  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:07/01/2025

  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 started termite and preventative pest control service with ****** Post control August 13, 2024. May 20, 2025 I fired ****** because they never once did a preliminary termite inspection and never even once checked anything inside the house. I had to change my card so they could no longer take money from my account. I've only ever seen them a total of no more than four times during that nine month period only for the preventative pest control and I've never seen them at all regarding anything to do with the termite prevention. I don't know if they've even come anytime other than the three or four times I was actually at home when they came, but they were taking money from my bank account every month for services I can't say they actually provided. Orkin ALWAYS scheduled prior to coming and sprayed inside as well as the outside of the house. ****** never treats the inside, rarely comes when you're at home or at all, and just halfway does the job. Now almost two months later, ****** is sending an invoice for May and June AFTER they were fired. Hiring ****** has been a big mistake I'll never make again.

  

  Business Response

  Date: 07/02/2025

  Mr, *****,

  Were sorry to hear that you were unhappy with your experience, and appreciate the opportunity to provide clarification and supporting documentation to help resolve any lingering confusion.
  
  You enrolled in both pest and termite services with us in August 2024, and we have signed documentation on file confirming this. When you contacted us in May 2025 with concerns, our district manager spoke with you directly, shared the signed agreement, and addressed your questions. Following that conversation, you agreed to continue services and scheduled an appointment for May 27.
  
  On the day of the appointment, our pest supervisor contacted you as requested, but you informed us that the timing no longer worked. Throughout June, we attempted to reconnect and reschedule the service, but did not receive a response. Since we were unable to reach you, the account was closed at the end of June.
  
  Although a balance remained, we have cleared it from your account given the circumstances. Your account now reflects a zero balance and is fully closed.
  
  We have provided the following signed documentation: termite guarantee, pest control agreement, termite graph, payment authorization and the right to cancel.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23543287
  
  I am rejecting this response because: This response is only partially factual. No one ever came to do an inspection prior to the termite service nor anytime afterwards. Treatments came when I was not home about hand off the time because unlike Orkin, a technician was just sent out at ****** convenience and not my convenience. The saddest part is I work a rotating schedule and I only work about 15 days a month and due to the lack of scheduling to come out, I wasn't home for most of the visits allegedly made. The only time I spoke to the manager was after is already had enough and called to terminate and I was called back. It was too late at that point as I'd already made up my mind to leave this chaos. The resolution is suiting, but the facts, or rather the lack thereof, received in this reply definitely wasn't suiting. I learned my ****** and know to never provide any recommendation for ******. The techs are literally the only positive thing going for ****** from the total of about four times I ever saw them. The termite team needs a huge improvement though as I'm not convinced they even actually exist. 
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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.

  It all started 2 months ago being double charged for my monthly service. I reached out to them and they stated they saw the issue and they stated they didnt know why my card was charged 2 times and that a refund couldnt be issued that only a credit. I had to call corporate after *** was so rude to me. They then refunded me the charge. I asked them to take my card off auto pay. They stated they did. Well May rolls around and I get charged 3 times. Once on May 14, May 15, and May 20th. Called back spoke with ****** the manager she stated that she say the charges and didnt know why it happened again. They stated they didnt see the May 20 charge so I went down there logged into my back on that day and showed the charge. ***** the district manager and ****** in the office saw the charge and couldnt explain why I was charged after I asked for my card to be removed. He assured me my money for the entire month would be returned by Friday. Friday come I call ***** and he was on vacation. So he never planned on calling me back nor refunding my money. Ive had to reach back out to corporate and this is ridiculous. I was charged a total of $111 for the month of May when all it shouldve been was $37. Ive always paid my bill on time but I want my money back for cooks over charging me and giving me the run around. Ive made several complaints on the rude customer service. But my issue is how many times have they done this to people. Its not my fault and this is wrong. Ive done everything I can.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing this matter to our attention. We regret the frustration and inconvenience this situation has caused, and we sincerely apologize for the confusion and delays you experienced.
  
  After a thorough review of your account and payment history, we can confirm the following:
  
  Your account was charged multiple times in both April and May.
  
  Our team promptly initiated chargebacks to the original payment method upon identifying the duplicate charges. In several instances, the refunds were processed the same day the charges occurred, which may result in those transactions not appearing as separate line items on your account statement.
  
  All charges in question have now been refunded. A $74 cash reimbursement was issued and sent to your home via check as a goodwill gesture.
  
  As requested, your payment information has been removed from our system, and all associated services have been cancelled. We are also taking steps internally to prevent similar issues and improve the overall customer experience.
  
  Weve attached a document outlining your complete payment and refund history for full transparency.
  
  Thank you again for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 06/12/2025

   
  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:02/20/2025

  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.

  On 2/6, I had a technician out due to mouse activity in our kitchen. The technician only inspected our kitchen and the area immediately outside. He placed 2 snap traps that have yet to catch any mice, despite having caught some in our own traps due to the poor placement of his. They placed a bait box in an area I can't reach or see to tell if it's being accessed.The technician identified that there were holes in the mesh of our crawl space vents where the mice are likely entering the home and advised someone would be in touch to give us an estimate on replacement.On 2/10, the estimator determined we would need 8 of our 11 vents replaced. We agreed to the work and signed for it. We were quoted a cost of $765 and split it across 4 monthly payments. I asked the gentleman how quick the turnaround would be and was advised it should be scheduled and completed quickly because it's an easy ****** of 2/19, the work has still not been completed or even scheduled. I called on 2/13, 2/17, 2/18, and 2/19. I've been told the vents were on back order and have not come in yet. I have already been charged for the initial payment of $191.25 on 2/12 despite the fact that they cannot even schedule the work to be completed. I have not received so much as an apology. Every day I call, I'm assured the vents will be in the following day. At this point if they would have been upfront about the delay, I could have contacted another company and probably gotten the work scheduled and completed by now.Meanwhile, our issue has only continued to get worse. We can now hear mice rustling around every night beginning around 8pm. We have 2 young toddlers who are not allowed in our kitchen, but we even told the initial technician that we have seen live mice in our living room late at night, where the girls do like to crawl around. This is a health and safety issue for my family at this point.We have had services with ****** since 2022 and are very disappointed in the horrible customer service

  

  Business Response

  Date: 02/27/2025

  Dear Mrs. ***************** style="scrollbar-color: rgb(193, 193, 193) rgba(0, 0, 0, 0); scrollbar-width: thin; color: rgb(225, 229, 232); font-family: -apple-system, system-ui, BlinkMacSystemFont, Aptos, Roboto, "Segoe UI", Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; background-color: rgb(39, 53, 60);">
  We sincerely apologize for the issues you have experienced with our service. We understand your frustration regarding the communication concerning product delays and the handling of your concerns, and we regret not meeting your expectations.
  
  We contacted the local office, which informed us about the delivery delay for the vent covers due to them being on backorder. We are pleased to confirm that the technician installed them at your residence on 2/21/2025. 
  
  We recognize the importance of maintaining a pest-free environment for your family and have taken steps to address the situation. A follow-up plan is in place to monitor and address the rodent concerns over the next 4 to 6 weeks, with the first conducted on 2/24/2025 by the *************** Manager and the technician. 
  
  Your business is highly valued, and we are committed to providing the quality service you expect. We appreciate the opportunity to resolve the matter and thank you for your patience. Should you have any further questions or require assistance, please do not hesitate to contact us directly.
  
  Sincerely,
  
  ******** *******
  Customer Experience Manager

• Initial Complaint

  Date:09/12/2024

  Type:Order 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 emailed to cancel termite service back in May 2024. I called customer service because I still received a new bill. ******* in customer service said that cancellation will be up to the office manager. Please cancel the service, as I no longer own the home. (This was explained to customer service also). Thanks Property address ****************************************************

  

  Business Response

  Date: 09/25/2024

  Ms. *****,

  We are very sorry for the inconvenience caused by the delay in canceling your termite service. I want to assure you that the service has been canceled, there is no outstanding balance on your account, and you should not receive any further bills. We appreciate your loyalty as our customer over the years and once again, we apologize for any inconvenience and thank you for your understanding.

  Customer Answer

  Date: 09/25/2024

   
  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:08/08/2024

  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.

  we have used ****** since 1995. they first treated our property for termites then.they re-treated june 2004 when i called them and reported signs of termites on the foundation. i found termite damage last year when i was doing maintenance.i have hired a contractor to help me rip out old walls and re-build workshop walls from the slab up. told ****** technician when they inspected in june 2024 that we had damage and showed it to him. called them back in July-they did not return call from June. person came by July 8. they say they do not cover damage replacement since they did not see "active" termites today. my complaint is that the damage IS from termites that infested the wood WHILE we have had an active treatment contract with ******.

  

  Business Response

  Date: 08/16/2024

  Hello, ********************** - We're very sorry to hear about the termite damage and resulting repair work needed in your workshop. I've spoken to various members of our team and reviewed the agreements we have on file for your account. It appears you have two separate guarantees associated with your property at ***************. It appears your workshop has a retreatment guarantee (which are usually applied to structures that are more susceptible to termite damage and nearly impossible to fully protect) and your residence has a damage replacement guarantee. I've attached a copy of both agreements in this response.
  
  Based on what you're reporting here and what our local management team reported, the termite damage was exclusively in your workshop. Unfortunately, since this structure is only covered by a retreatment guarantee, this means ****** can not be held liable for the cost of repairing termite damage in your workshop. I do understand how disappointing this news may be, but I do hope this response will help clarify any confusion. I would like to sincerely thank you for your near 3 decades of loyalty to ******. Please let us know if you have any other questions. 

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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.

  Cooks pest control came on my property without my permission and ripped out my termite system for my home over a $200 bill that was due. I had communicated as much as I could and explained that I had been out of work and would handle the balance soon. On top of this I installed $800 automatic vents and a $750 moisture barrier with cooks both of which have about a 5x markup for what you can it yourself. I was also a loyal customer for 5 years. I question the legality of coming in my property unannounced without permission and ripping out a permanently installed fixture. I would like resolution and to know if there are legal questions here? I have called to speak with the district manager multiple times but of course in proper cooks fashion he will not return my calls. HIGHLY WARN AGAINST USING COOKS PEST CONTROL!

  

  Business Response

  Date: 07/18/2024

  Hello, ******************** - Thank you for sharing your concerns. I'm very sorry to hear a 5-year customer feels this way about doing business with us. I've communicated your concerns to the District Manager of your local office. Since then, he claims he's attempted to reach you by phone and text message a few times now. I apologize that you weren't able to speak to him before submitting this complaint, but in order to pursue a resolution, we need you to speak to the District Manager. 

  Please return the manager's call using the information he provided via text message and/or voicemail. Thank you. 

• Initial Complaint

  Date:07/12/2024

  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 paid my bill for the service on Monday July 8th with my cash app card. They had me on auto pay so my other bank account got charged. We called on Wednesday and they said it was an accidental charge and gave me a refund. Right after that I got charged again on the 10th. I called again and talked with a supervisor he assured me I was refunded but it has not posted. I ended up calling again this morning and was told it was refunded. I called my bank right after and they said I have not been refunded for the second charge. My bank told me since the second charge is pending that I can wait till it posts and dispute the charge. My bank account went in the negative due to this and I was also charged an overdraft fee. Im really wanting to settle this without having to dispute the charge.

  Customer Answer

  Date: 07/12/2024

  I was charged a 3rd accidental time. I had my wife send an email to cooks canceling our service because this is totally unacceptable. *** contacted my bank and disputed one of the charges now Im waiting on a charge they sent me last night to post to the account to dispute it as well. I had to freeze my bank account and get a new card. My bank advises me to prosecute cooks pest control for unauthorized use of my bank account/ fraudulent charges. I will be pursuing this with full intent. Like I said this is totally unacceptable. 

  

  Business Response

  Date: 07/16/2024

  ****************** - I'm very sorry for your experience. We know how impactful financial errors can be on our customers, so we understand your frustration. As you know, we have refunded the amount you requested. We've also canceled your service per your email request. Again, we're sorry for any inconveniences we caused.