Complaints

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:10/16/2024

  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.

  Prime Pest Control contacted me on Tuesday 8th and Wednesday 9th and asking for a confirmation of an appointment on Friday 11th I did NOT confirm any appointment at all, because I am relocating, also wrote 2x Emails to them to let them know, that I do NOT need service anymore to the above mentioned reason. However, ***** who performs the service usually writes me a text message before heading to my house, on this Friday he did NOT text me. He showed up at my house at 12:30pm and rang at my doorbell.(Security System caught him on camera). After ***** noticed no one was at home, he went to his truck, got his equipment and did approximately 3 minutes of service and charged me $132. I have him on tape and also all text messages and emails stored as proof. I want to mention a few things here. 1) I did NOT confirm an appointment at all. 2) Service was done without my consent and permission which is trespassing. 3) I wrote 2x Emails to let them know I am no longer interested in Service. 4) I texted *****, he did not answer me at all anymore, not even an apology. 5) My emails are getting ignored till today. I just want my money back and also want them to delete all my information on their side. No more Service, charges and as I just mentioned, my money back. That's it.

  

  Business Response

  Date: 11/05/2024

  After reviewing this complaint. We agree with the customer and have closed his account. When trying to process a refund through our system we were notified that a chargeback was already taking place. Should it not go through we will be more than happy to try and issue the refund again on our end. The customer's account is closed and no further communication will take place between us as the business and Mr. ****** as the customer.

• Initial Complaint

  Date:09/04/2024

  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.

  The business fail to provide the pest control service for more than 3months, from March to May 2024, while we keep paying our service fee. We called them multiple times and the calls were either no response or being ignored of our service request. After the house being untreated for 3 months we have to cancel our service with this business and seeking for other pest control company due to the pest control issue. We contacted with business before we cancel through Email, Website message, and Phone call to tell them our concern, and inform them we have to cancel if we cant get our service done. The business has never response to any of our message. However, the business send us $149 bill for cancellation fee after we cancel. We tried to explain the situation since I paid for 3 months without getting any services, and the cancellation is due to the no response of our service request. But we can never get in touch with any person from this business who in charge. We been call the office more than 10times after we canceled but the front desk lady dont have any authority to deal with cancellation fee. She forwarded my issue to the sales and manager but I never receive any phone call or email from them for over months. Since they keep sending me the bill for cancellation plus interest and I cant reach anyone from this business for help, I am here to file the complaint and seek for help from BBB.

  

  Business Response

  Date: 10/07/2024

  This customer no linger wanted service as of his last appointment in February 2024. We came out again in April and June to try and resume service but customer was firm in **********. As illustrated by the signed service agreement customer agreed to pay half of their bill every month so they would naturally be charged for ****************** in February and March. Since customer signed the agreement for 24 months he is also responsible for the $149.00 cancellation fee as illustrated in the same signed service agreement. We are still trying to collect $104.00 to finalize the closure of his account with the full payment of the cancellation fee.

  Please see the corresponding images to help support this case. The last time said customer was charged was back in April of this year.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22238776
  
  I am rejecting this response because: According to the response message from the business, they stated that they tried to contact me to resume the service in April and June. However, there is no record in my phones incoming call and text message history that shows the company ever tried to contact me for service. I have attached my text message history with Prime Pest Control and a screenshot of my phone call history from April and June for proof. 

  Please check the attachments labeled Text Message History and Phone Call History. You will see that there are no incoming phone calls in April and June from any of the business's service phone numbers in the text message history. Since the business is required to inform me through text or phone call before providing the service, I believe the response message of the business is incorrect and they actually never tried to reach me to resume the service in April and June. I also have email records showing that I tried to contact the business to request service in May, but I didnt hear back from them. Please check the attachment labeled Email History. This email history demonstrates that I was willing to continue the service contract, but the business failed to fulfill their promise of service. Furthermore, this explains why the businesss response message is incorrect. If they had ever tried to reach me or if I had refused the service in April, how could I have sent a service request in May?

  The only phone call I received from the business's head office was on June 5, and that call was asking for payment since I canceled the credit card payment to the business after hear no response from the business for my service requests.

  As a result of missing service multiple times and receiving no response from the business, I felt compelled to terminate the service and seek a new pest control provider. The evidence provided by the business in this complaint only shows the contract we signed and my good payment history with them, but they cannot provide any proof of their service attempts in April and June.

  As a customer, I signed the contract and paid my monthly dues, expecting the service to be provided. My payment history shows that I was a good customer until the business failed to deliver their service. When the business unilaterally decided not to provide any service and remained unresponsive while continuing to charge me, I strongly believe this constitutes a business scam, and termination is the only way to prevent further financial loss.
  
  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 11/05/2024

  After reviewing the images there is no screenshot of any call logs or text logs from the customer with us as the business. What the customer shows is his account through our customer portal that shows who his last technician for a completed appointment was as well as an email from July when after trying to charge the cancellation fee the customer's method of payment was declined. Customer has an obligation to pay the cancellation fee as outlined by the contract. We as the business refunded him for the charges from March and April, but customer is still responsible for the $149.00 cancellation fee.

• Initial Complaint

  Date:08/27/2024

  Type:Billing 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 have been charged twice now with no service completed. The first time I believed was in error. I was on a bimonthly plan yet billed 3 weeks after initial service. After repeated calls emails and voice-mail, I got in touch with Candy who assured me she was working with a manager to refund my money. After a week I had to dispute charge with bank. Fast forward, the next month same thing. A visit was set for 08/21 but I called 08/16 to cancel because I was out of town and did not want them at my house unless I was there to verify service was completed. Again, Candy reassured me she not only cancelled visit, but the contract based on previous billing issues. 08/21 I see a charge for $58.60. I have called several times. Last call Candy all but admitted they know they over charge and her managers don't like her to give refunds. However, she assured me she cancelled contract (again) and mysteriously found a way to refund charge. 2 days later I still have not received my money and will, once again, have to dispute it with my bank. At this point, I'm convinced the company is a scam and merely looks to prey on people once they have their banking information.

  

  Business Response

  Date: 12/12/2024

  Dear ******* ******* and Better Business Bureau,
  
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to provide clarification regarding this situation.
  
  
  After a thorough review, we confirm that ******* ******* initially raised a concern about being overcharged $58. As soon as this matter was brought to our attention, we took immediate action to resolve any discrepancies. Specifically, we:
      1.    Refunded the full amount in question ($58) promptly to address the customers claim.
      2.    Issued an additional $58 refund as a gesture of goodwill, doubling the amount of the original claim to ensure the customers satisfaction and to demonstrate our commitment to exceptional service.
  
  
  In total, the customer received $116 in refunds$58 to cover the claimed overcharge and $58 as a courtesy. After these actions were completed, we reached out multiple times via phone to confirm the resolution and ensure the customer had no further concerns. Unfortunately, we did not receive any response to our outreach efforts.
  
  
  Given the proactive steps we have taken, including resolving the original concern, providing an additional goodwill refund, and attempting to contact the customer multiple times, we believe this matter has been more than fairly addressed. At this time, there is no outstanding balance owed to the customer by **********************.
  
  
  We remain committed to transparency and customer satisfaction. Should the customer wish to discuss this matter further, we encourage her to contact us directly at ************.
  Thank you for your time and understanding.
  
  
  Sincerely,
  
  
  ****** *******
  CEO 
  Prime Pest Control

• Initial Complaint

  Date:12/11/2023

  Type:Delivery 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.

  ** Oct of this year, A salesman came house to house. I bought a can of bug spray for $50.00. I never received the spray.

  

  Business Response

  Date: 12/14/2023

  To ************,

  We have had contact with your granddaughter who explained your situation to us. We are not a company that sells a product, but rather a service. You completed one service with us and we did an application on your homes exterior. We do not sell cans of bug spray, but we do sell our services as pest control. If you have any further questions you can reach out to us at ***************************************************

   

  Thanks

• Initial Complaint

  Date:11/27/2023

  Type:Order 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 Friday, 10/13/2023, an unnamed salesman representing H34383233**35323433H tried to enter my house at ***** ************ in ******, ** telling me that his product was far superior to the one I had.I allowed him to write me a contract. He got my banking information. I asked him after he failed to give me a copy of the contract to write what I&#**;d be getting, the company&#**;s name and phone number and his name on some paper I gave him. He wrote the company name and an incorrect phone number, but he did not write his name.He gave us the info that we had three days to cancel. I called the company and cancelled, I was assured that my account has been cancelled and my banking info was removed. I just hope I don&#**;t have to change my bank account numbers.

  

  Business Response

  Date: 12/21/2023

  To **************,

   

  The amount you requested to be refunded has already been refunded from our system on our end. Please see the following screenshot for verification. Your account with us is closed and your billing information has already been removed from our secure portal.

   

  Best Regards,

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising 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.

  *******************************, VP of Sales for Prime Pest Control was walking through my neighborhood soliciting pest control services. He convinced me to provide my contact information without obligation to enter a pest control contract with this company. Weeks later this company started billing me for services not performed and without my consent.

  

  Business Response

  Date: 11/13/2023

  Dear ***********************,

   

  It has come to our attention that you are asking that we do not contact you further and cease sending you invoices for "services not performed". I have attached a copy of the invoice for the only service we have performed on your property so far. The only invoice that we are trying to collect on is for that first service performed in September and for the cancellation fee which you agreed to by signing up for our services. I have attached a picture of the contract with your signature as a reference. 

  As a company we will cease contacting you once all outstanding balances are paid in full.

   

  Best Regards,

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20704120
  
  I am rejecting this response because: I sent an email to Prime to cancel within one week of the first service.

   

  From: *********************** <***********************>
  *************************************************** <***************************************************>
  

  
  
  

  To whom it may concern,

                                           I would like to cancel/terminate the enclosed contract associated with Prime Pest control. Please do not provide any services at the address listed on the service agreement.

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

  

  Business Response

  Date: 12/14/2023

  To ***************************,

  We have reviewed the service agreement you signed and after looking at it again we noticed that the sales rep put in an addendum where you could cancel within 7 business days for free. We have removed the cancellation fee as well as the other invoices except of the first service rendered. At this point in time, you only owe our business $59.00 for the first service rendered. Your account has been frozen and no other invoices will be generated.

   

  Thank you

• Initial Complaint

  Date:09/11/2023

  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.

  Prime Pest Control came to my house on 6/27. He promised that the products used are phenomenal and treat the ants, spiders, mosquitoes, cockroaches and even worked on termites. All of this was said very rushed because his phone was at 1% battery. He even asked if he could use my phone charger which was extremely inappropriate. He did explain that it was 2 a year contract that I could cancel anytime for a $149 fee. I agreed to try it out against my better judgment because I did want to eliminate the ants and spiders at my property. On 6/29 the technicians came and sprayed around the property and inside the garage for the spiders and ants. Then they gave a second contract to review which stated a $199 cancel fee which was higher than the sales rep previously stated. I was also given a 3 day write to cancel which seems like not enough time for a customer to determine if the pest ********************** solution works since the company states the initial visit is a flush and they have to do a follow up visit to actually be effective. The follow up visit occurred on 8/2. The technician, while very professional asked if he could use our garden hose to fill/mix the solution with water which I thought was odd since the first guys didnt need to use our water complete the spray. A month later we are seeing ants again and the spiders in our garage are alive and well. I have tried contacting the Prime Pest Control ***************** since 9/5 to voice my displeasure. The phone number provided goes straight to a non-******** voicemail. The emails I send to the customer support email address have gone unanswered. At this point I just want to cancel my service, but I cant even get a customer support agent on the phone. It feels like this company is engaging in deceptive business practices from start to finish and they are unable to meet basic service level agreements by simply not providing adequate contact information to their paying customers. I won't hold my breath for a full refund.

  

  Business Response

  Date: 09/19/2023

  I sent ******************** an email this morning as I am just coming off of paternity leave and had this complaint forwarded to me. I've attached my email response detailing each of her concerns and my solution to them. While we do not offer refunds I have gone ahead and closed her account with us and waived the cancellation fee as my office staff should've reached out to her in a more timely manner.

  Customer Answer

  Date: 09/23/2023

   
  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:08/25/2023

  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.

  Prime pest control came to my hose to do my last bi-monthly visit on 6/8/23..I told the man that did the last visit I would not be renewing because I could no longer afford it..They still came back and I had to call them from work to tell them I was done.They came back a week later and my wife told them we no longer needed their services and they charged my card again anyways.I called, texted, and emailed them numerous times with no response. They are terrible business people with no communication and I would like to receive my money back.

  

  Business Response

  Date: 09/19/2023

  I have looked into ********************** file and no communication was received from our technicians to the office. The standard way for customers to discontinue service is to call in or send an email to the office. ****************** said he has, but as of this morning I've checked our email for his email address and found nothing. We can easily close out his account and there is no cancellation fee as he completed his first original service agreement with us. I have gone ahead and refunded the amount for the treatment that shouldn't have been completed in August and his account with us is closed. 

  I've attached screenshots to show proof of account closure, proof of refund, and proof of receiving no emails.

• Initial Complaint

  Date:06/15/2023

  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.

  First service was very comprehensive: two technicians for 30 minutes. Over the last few months, the service time came down to 10 minute with one technician. I cannot believe that a ***************** is worth the money they are taking from my account.

  

  Business Response

  Date: 07/13/2023

  Dear ************,

  I completely understand the confusion so allow me to explain the process. That first initial service is much more in depth as it requires an inspection, interior and exterior treatment. This means that it will take longer with more to address. As time goes on each visit will require less as issues continue to be resolved and pest activity is eliminated. I also see that you've closed your account with us, but we'd be more than happy to work on pricing with you if there are any budgetary restrictions. We hope this gives you a better understanding and if you have any other questions please don't hesitate to reach out.

  Best Regards,

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

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20186611
  
  I am rejecting this response because:

  In the 10 minutes the tech was there he did not spray/treat the perimeter of the house. That should be done every time, specially after he found spiders on the traps in the ****************** am happy not to have to deal with your company. 
  by the way, I was with your company for a year, and I only got the contract when I asked for it ( at the 1 year point). A contract should have been given to me right away. In fact we did not have a contract, because I did not have a copy of it!!
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/19/2023

  Dear **************

   

  I apologize if the technician didn't give you the proper serviced as outlined by the sales rep. ** strive to make all of our customers happy, but I can see we have fallen short when it comes to meeting your expectations. When it comes to "no longer wanting to deal with our company" as you say your account has been canceled and no more services will be performed on your property. In regards to the contract it is automatically sent to the email on file at the time of your original sign **. ** some situations it does end ** in people's junk or spam mail simply because it's coming from an unknown sender. If you are wanting to restart your services with us I'd be more than happy to send my assistant manager out to do a full reservice and inspection free of charge.

  Please let me know if you have any other questions.

   

  Best Regards,

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

• Initial Complaint

  Date:04/26/2023

  Type:Order 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.

  The sales person soliciting the extermination service was not truthful. Said they treat all bugs, rodents and termites. This is not true. They only treat a small fraction of bugs. No rodents or termites. He also said no contact. That too isnt true. There is a two year contract with an early termination fee of $100. I have been trying to cancel with them since the first treatment. Each time they tell me they will do things to make it right. Of which never make it right. Today I call to once again try and cancel and ******* proceeds to tell me that that there is a two year contract. I asked her when that came into effect and she said it was on file. I explained I never signed anything. I then explained that all this company represents is a dishonest side and explained all the sales representative said in his sales pitch. She proceeded to say about the $100 cancellation fee and I said I was going to notify the BBB. She then said that she will close the account but due to her dishonesty and lack of trust from this company. I want that she did indeed close my account and will not charge me a $100 fee in writing.

  

  Business Response

  Date: 05/06/2023

  When it comes to the complaint Prime Pest acknowledges that the salesman was indeed dishonest when he led ****************** to believe we service for termites. Prime Pest is not licensed for wood-destroying insect treatment and does not offer that for any of our clients. We do however offer treatment for over 60 different kinds of insects and most small rodents. Insects including fleas and ticks, but not including bedbugs. ********************* claim that we only service a small amount of insects and no rodents is in fact false. 

  ****************** could have at any time looked at her service agreement which details the length of the contract, areas and insects covered, early termination fee, etc. which was sent to the email that she left on file with the sales rep at the time of sign-up.

  All of our contracts come with a standard $199 cancellation fee, so Prime Pest LLC was exercising good faith when we proceeded to attempt to charge her a discounted cancellation fee of $100. Her only real issue is that we don't take care of termites. After proceeding to berate our office staff over the phone for the last 3 times she has called in and after repeated attempts to explain the services we CAN provide and offer free reservices as necessary, we have at her express statement closed her account and waived her cancellation fee.

  As she has also made it quite clear that she will post about ** on every social media page we will respond with a cease and desist.