ComplaintsforFast Action Pest Control

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company Fast Action Pest Control has committed wire fraud in billing me for services that were never rendered. In fact, the company (employee supervisor named *****) claims that their service technician came into the property and provided a front yard service because the gates to the property were locked. The gates are always locked, the company knew this and also knew that they must call in advance to schedule visits as I am legally blind and physically disabled. In the first month the company did in fact call first and setup an appointment but since that time the company never once called to schedule a visit in advance as promised. The company also claimed that I signed a contract yet I am legally blind and I categorically deny signing anything. This company has invoiced me over the internet and via US Mail for services that were never rendered on days that there was no one home to grant ****** to my property. Under ******** and US Federal Statutes the companys actions constitute Wire Fraud. Ive called and texted the company many times to no avail! As I have ascertained, this company has also done this to other customers as evidenced by other Better Business Bureau Complaints. Today I am filing complaints for wire fraud with the Attorney General of the ******************* and the ************************ for said criminal wire fraud acts. The owner of the company ******************* has blatantly refused to answer to these allegations, he wont ************* or get on the phone when I call his company, he is avoiding me which is a miscalculation on his part because I am not the kind of person that will willingly be the victim of his illegal wire fraud operation without contacting every agency that has jurisdiction over his business and his business licenses. This company currently has a 1.8 out of 5 rating with the Better Business Bureau, which will soon be even lower.

  

  Business response

  02/21/2024

  I am writing in response to your recent complaint regarding billing practices allegedly carried out by Fast Action Pest Control. Firstly, please accept my sincerest apologies for any inconvenience or distress caused by this situation. I understand the gravity of your concerns and assure you that we take them very seriously.
  

  Upon receipt of your complaint, we immediately initiated an internal investigation to ascertain the validity of your claims. While we are still in the process of gathering information, I want to assure you that we do not condone any form of fraudulent activity within our company And the service fee for the partial service as been refunded.
  In regards to the scheduling of appointments, I understand your frustration with the lack of communication. We aim to provide excellent service to all of our customers, regardless of any personal circumstances. It is clear that in this instance, our communication fell short of expectations, and for that, I sincerely apologize.
  

  Regarding the alleged contract signing, I want to assure you that we would never knowingly engage in any activity that could be perceived as taking advantage of a customer's situation. We will thoroughly investigate the documentation pertaining to your account to understand how this misunderstanding may have occurred.
  

  As for your attempts to contact our company and the lack of response, I am deeply sorry for any inconvenience caused. It is never our intention to avoid communication with our customers, and I will personally ensure that your concerns are addressed promptly. 
  

  I want to assure you that we are fully committed to resolving this matter to your satisfaction. We value your business and take pride in providing exceptional service to our customers. Please be assured that we will cooperate fully with any investigations carried out by the relevant authorities.
  

  Once again, I apologize for any distress this situation has caused you. Please do not hesitate to contact our office if you have any further questions or concerns.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rodent in attic detected in November and hired Fast Action to perform exclusion work on Dec 1st to seal off entry points. Since then, I am still seeing rodent activity on camera in the attic. Fast action was notified over the last week to complain that there is still rats and it is chewing on ducts. They scheduled a return for exclusion on Dec 28th. The traps placed by FastAction have been ineffective and I have had to purchase my own traps at the store and have caught 5 rats. On Dec 19th I had an inspection done by another pest company who took pictures of the exclusion work done by Fastaction and discovered poor sealing of entry points and multiple missed entry points. The second pest company can return first thing tomorrow to correct and properly seal off my home as well as trap the rats remaining in my attic. FastAction is delaying to send out a inspector to ***** the work their guys did out till Dec 28th and correction is needed ASAP before the rats chew through the ducts and do more damage. This is also a health hazard and has been expressed to FastAction. Refund is being requested to pay the second company to correct FastActions work.

  

  Business response

  12/20/2023

  On November 7th, one of our inspectors came out to this customer's home and performed an inspection. We quoted the customer $923 to perform the exclusion work. The work entailed sealing off 10 eave vents/gaps, 5 roof transitions (and gaps in siding in transitions) and brick/eave gaps around frontside of home. Baiting and trapping was also done in the attic. The work was completed on December 1st. Customer called on December 18th and was unhappy with the black foam, so our office scheduled the exclusion team to return December 28th to replace the black foam with mortar instead. Customer then called again on December 19th since she had a contractor out to take pictures and was unhappy with the work done, requested a refund for all of the work. Let her know that we would need to have a manager out to take a look at the work before offering a refund. We scheduled the manager and inspector out on December 20th to check the work so we can go about next steps.

  Customer response

  12/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We got rat work completed and paid Fast Action lots of money. They came out multiple times but NEVER fully fixed the problem. We had a second company come out and you can clearly see where fast Action completely ignored filling in openings. they would do work and then not complete the gaps right next to the work they did. They literally milked us for everything, by not actually fixing the problem. We had to pay another company to complete the work we had paid Fast Action to do, that they simply didn't seem to have the capability of finishing after going out to the property many many times.

  

  Business response

  11/08/2023

  Customer originally contacted us to come out 10/19/2022 for rodent concerns. We sent over a proposal of what needed to be completed. She scheduled the work to be done 12/20/22 and we did not hear back from this customer until 8/21/23. We understand Rodent will try to get into a home through the same areas so we gave this customer a 6 month warranty.  Even though she contacted us after the warranty  expired we honored our work and went back out and fix access point at no charge. We recommended that the customer contact a roofer for areas we are unable to fix and remove branched from the roof. per her attached estimate the company is only offering a 3 month warranty .for areas that ar **** even from our estimate. rodent will do what ever they can to get into a home which includes making new entry point. No refund will be given for work rendered.

  Customer response

  11/09/2023

  I am rejecting this response because: What are you talking about!? Where in your proposal does it say 3 months? Also you COMPLETED THE WORK in October 2022. We called several times with more rat issues and you came out multiple times. ALL OF THE POINTS that you did not fill were already there! THey were gaps in the wood the same as the gaps you filled. I don't know who wrote this response to me, but it is 100% false. Again, not one thing you attached states a 3 month warranty and you attempted to do the work in October 2022. The other company that FINISHED the work you never completed was above and beyond astounded at the poor job you did. Had you actually filled in all the obvious gaps, the problem would have ended long ago. Instead you didn't do a good job and it caused more damage to our property. 
  

  

  Business response

  11/09/2023

  Per or previous response the Proposal The customer provided from another company only offered 3 months warranty. Our company offered a 6 month. We still honored our warranty even after it was expired. We also had an scheduled appointment on 10/27/23 for our Supervisor and lead exclusion tech to inspect the location and fix any work that needed to be done and customer was a no show. As a company we went above and beyond to make it rite with this customer even though the work requested was not from the original bid. We are still willing to work with customer to repair any work that needs to be done with in reason.

  Customer response

  11/10/2023

  I am rejecting this response because: We have a ONE YEAR warranty with the new company. And what does the other companies warranty have to do with the terrible job your company did? We NEEDED to get it completed CORRECTLY after your MANY attempts and the many calls. At what point would YOU move on to a company that would actually get the work done. If you knew what you were doing and did it correctly in the first place, we would NOT be going back and forth like this. How is it that a tech from this company saw all the gaps you missed but on the many times you came out you didn't see the same gaps. I have ZERO faith in your company after this issue has been going on for over a year now. 

  I have attached the entire new contract. We signed up for their service which provides a 1 year warranty. Funny, we had TWO houses that got pest service through your company, yet your warranty was only 6 months. Why would we stick with a company that A) cannot eradicate the rodents B) provides a worse warranty when we are getting two houses serviced by you. 

  I find your response unprofessional.

  
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This firm had been providing pest-spraying services at my residence every 3 months. On approximately August 7th, they showed up for spraying, and I mailed them the payment as I had done for the past two years. However, a week later they reached out to me and alleged that I owed them an additional $9.99, saying they are increasing their prices. This $9.99 was in addition to the normal price. I advised them that I was never notified of the price increase until after the service, and that I did not think that was right. They advised the price change would have been communicated on a mailed invoice, which I advised I never received. I told them I had never received any mail or even email from their company -- nothing in writing at any point. I requested they cancel my service over this, as I know it is illegal to not notify the customer of change in price prior to the service. However, as of today, they are still calling me multiple times a week and leaving messages for the $9.99 fee, and sending me almost daily text messages very early in the morning (for example, 6:06 AM). I called them back today and they advised they have turned me over to collection service -- over less than $10, for an increase in price that they never communicated to me. I feel this company is harrassing me and breaking the law by changing the prices on peole without proper warning or any notification at all.

  

  Business response

  10/02/2023

  Good afternoon,

  Due to the rising cost todo business' in ********** we had to do a price increase that started in May of 2023. We started to Notify all our customer on their service notifications that are emailed to them once the service is completed.  the notice has been being sent out Since October of 2022 to ensure that our customer had the  proper amount of time to budget the increase or reach out to our office with any questions. Our system sends out late notices once a service payment is 30days past due. the client has been taken off this notice and the $10 past due has been waived by our office manager and account has been closed per the customers request on 09/29/23.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on June 9, 2022, I told the service tech from Fast Action Control that I had ants around the house and I would like him to spray them. The service I requested was within the regular service which they charged $85.00 including list of the services including roaches, ants and spiders etc. The tech arrived at 8:35 am and when I tried to check outside around 9:00 am, he was gone and left the **** - the one I just downloaded here on the door. I walked around the house and found ants were crawling along the garage door area. I taped the video and sent to Fast Action Pest Control and they told me it was normal that after their services, ants were crawling around the house and their usual service time is only 20 min so the 25 min spent at my property was actually longer than what they usually performed. I went to homedepot to get the hotshot to spray on the garage door area and finally the ants were all gone. I had used other pest control companies before and none of them was like Fast Pest Control Action who is ripping customers off by not performing what needed to be done based on what they stated. They need to be more ethical and responsible instead of ripping consumers off. I could not read what they did on the service note and i did not see what they did on what they claimed. I told them I would not pay $85.00 for such a rip off service - ants were still crawling around the house.

  

  Business response

  07/13/2022

  Hello,

   

  I do apologize but im afraid you have the wrong company. This complaint was assigned to Active Pest Control in *******.    BBB- if you would please remove this complaint. Thank You 

   

  ****** Davis 

  

  Business response

  07/13/2022

  Goodmorning,

  Looking into this account it does show we were on site for 30 min. This is a standard duration time for doing a pest control Service. The tech completed a full service of this home and located three ant trails and treated them. we use a non repellant formulation that does take a few days to work. the  Reason for this is so that the ants will carry the product to their nest and kill the entire colony. Using Something  *************** has different active ingredients and yes will knock down what pest that are there but not eradicate the issue. In fact in most cases it makes the issue worse due to the fact it causes the colony to bud and make the ant spread to different areas. We did offer this customer  to come out and reservice the areas but is was declined and she wanted her account closed. Since  our service was rendered and our tech did noted what her issue were and address Which we sent to the customer via email. we don't fell that we owe a refund. We are in Business of keeping customer by doing a quality service and have no reason  not to perform the services. If she would like to resume service we will gladly come out and retreat the areas previously offered.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The door to door salesman, ****** Smart, with Fast Action Pest Control signed me up for a **************************** it was for a discounted $40 single appointment only. When I called to cancel service, the supervisor told me I had to pay a $100 cancellation fee. This is a scam. The company will send me a $100 **** to cancel the contract which I will attach when its received. I asked the supervisor to waive it since I was not aware I was entering into a 12 month contract at the time I initialed for the one $40 service and she refused.

  

  Business response

  05/18/2022

  Customer was sold by our door to door team and signed up for our bi-monthly service.  ************ was discounted for the initial price from $189.00 to $39 initial with a service fee of $89 bimonthly. this discount was given for signing up for one year. Customer was emailed a copy of this agreement and  shows that the attachment was opened in our system. We also sent the customer a welcome to fast ********************** email that goes over the service and terms of the agreement that he signed up for. The day of service the customer also called requesting an eta of the service and our office verified the agreement with this customer also. We  did request the $100.00 early cancel fee due to the customer knowing this was a year agreement. I don't know of any company that will do a onetime service for $39 with the cost of inflation. our Pricing for a onetime service is $295.

  Customer response

  05/19/2022

  I am rejecting this response because: I was not sold a 12 month contract at my door, I was sold a month to month contract. I iniatialed (not signed) the vendor's ipad for a trial service (which is exactly what he told me) and was not told by the door to door vendor that my initial was entering me into a 12-month contract with Fast Action Pest Control. I was not sold a bi-monthly service at my door by the vendor. When I called to cancel the services yesterday 5/19/22 after realizing what was happening, of course the very rude supervisor I spoke to which handled the case refused to waive the $100 cancelation fee because this is part of their business model to sign people up for services they are unaware of and then when the customer goes to cancel the service they charge a ridiculous cancelation fee. From the beginning based on what the salesman at the door told me was completely different from what ended up happening. I have never agreed to being locked into a 12 month contract and I explained that to the supervisor. I received the trial service appointment on 4/20/22 and the second appointment was scheduled on 5/17/2022. I did not cancel the 5/17 appointment because I received the trial service for a discounted rate and wanted to give the small business some business rather than the larger companies and I was told this was a month to month contract by the vendor. The supervisor I spoke to said that my initials and not doing anything after receiving their e-mail with the contract initiated my 12 month contract with them. I called yesterday to ask if they could work with me and waive the $100 fee because I did not agree by initialing an ipad that I was initiating a ******************************************************************************** which I've never seen in customer service when their door to door salesman is the one going around trying to scam people. Please help and make them waive the ridiculous $100 fee. I have already fully paid for all services rendered.
  

  

  Business response

  05/20/2022

  I'm Sorry the customer fells like the cancel fee is unreasonable. We do everything possible on our end to ensure our customers understand what they have signed up for and the cost related to the service. Like I've stated earlier. We go  over the agreement at the time the customer signs up. To ensure we that the customer was not told false information we also send a welcome email explaining the service, cost of service and length of service. Our system shows us after these emails are sent if the document was viewed. Customer also  called in for an eta and our office staff reviewed the service agreement also.  Like the customer stated in his rebuttal he let us come out to do a second service thinking it was a trial. I don't know of any company doing multiple  service for $39 that's just not smart business. I fell the customer is just trying to get us to give him free service by filling a complaint with the BBB. Here is the welcome letter sent to the customer confirming Service. At the bottom of the email it shows that the email was open 4 times

  Hello this is Fast Action Pest Control. We are reaching out to welcome you to our
  company and thank you for signing up for our One-Year pest program with our
  route coordinators.
  Your Bi-monthly program will Include us coming out this month for your
  first visit then we will return next month to start your Bi-monthly services. This
  helps us knock down any egg cycles and get control on your pest issues which
  will give you 7 paid services for the year.
  The regular service will include us knocking down all the spiders webs
  and wasp nest off the house. We treat the backyard, front yard, the base of the
  home and the *****. We also treat the inside at no additional cost which will
  consist of the baseboards, corners of the house and underneath the sinks where
  the pipes are that is usually how the ants and spiders get into the house.
  With our One-year programs if any problems occur between services, we will
  return Free of charge to take care of the problem, you just need to give us a call.
  We do offer free inspections for Termites, birds, and rodents.
  If you have any questions or concerns, please feel free to call or email us.
  Thank You,
  Fast Action Pest Control
  O: ************
  ******************************************
  Status: delivered, Opens: 4, Clicks: 1
  Sent to: *******************************
  
  
  
  

  Customer response

  05/20/2022

  I am rejecting this response because:I would not be submitting this claim if I agreed to initialling an ipad to start a 12 month contract with Fast Action Pest Control. The issue is not that I believe the cancellation fee is unreasonable, although I do believe it is in my case, the main issue is that my initial on the vendor's ipad initiated a 12-month contract with this company and the vendor's misleading speech made it seem as if I was just initialing his ipad for a trial. They then sent an e-mail as if that is confirmation that I agree to a 12 month agreement with their company. As soon as I realized I was automatically signed up for a 12-month contract with this company, I immediately called to cancel. That is when I was met with the unprofessional and accusatory tone of the supervisor who is actually responding to this BBB claim in writing. This is an example of the poor customer service I received, quoting the exact words of the person who I spoke to over the phone and the one responding in this claim: "I fell the customer is trying to get us to give him free services by filing a complaint with the BBB." What kind of business accuses their customers of stealing like that? A business with a scam business model such as the Fast Action Pest Control company does that to their customers. I paid for all services I received and I'm not the one trying to steal from customers by signing them up for services the way their door to door vendor did with me. I unknowingly entered into a 12 month contract and the door to door salesman utilized my initials (not my signature) against my will to enter me into a 12 month contract which I did not request nor was I made aware at the time the contractor came to my door on 4/18/2022 that I was going to get automatically scammed.
  

  

  Business response

  05/24/2022

  As Mention prior we  complete multiple steps to confirm with our customers that they understand what they are getting. I attached on the previous email the contract and welcome letter that this customer viewed before services were rendered. We  strive on providing our customers with the best customer service as possible. As for what he was told by the sales rep I cant confirm since I was not there. We always want to Make sure our company and its employees are held to the highest standard so even know we have proof that this contract was a valid agreement I'm going to waive to fee so both parties can move on.

  Customer response

  05/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to reschedule my service because my family has Covid-19 and they are charging me 50 to reschedule and so I told them I wont be needing there service then because I have a valid reason to reschedule. Now they are charging additional $100 to cancel service on top of the $50.

  

  Business response

  01/28/2022

  Good afternoon,Our company does understand that life happens and we do our best to accommodate our customers. However, due to 4  cancellations at time of service on your end for the same appointment we did need to add a trip charge to compensate for time misused. 

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially reached out to Fast Action back in March 2021 for my home/ attic had issue with rats. Fast forward 8 months, a rat exclusioncost ,numerous emails, videos and second opinion and not only does the problem continue but I have to pay a 3rd Pest Control Company to correct Fast Action rat exclusion work; after Fast Action attempted, for a second time, to correct the issue found by thesecond opinion Pest Control Company; ironically the second opinion was suggested by Fast Action, whom I felt treated my concerns as if I was imagining the rat activity I was hearing. All these Pest Control advertise as being as rat exclusion experts, when their whole objective is to get you in a contract to spray for spiders monthly or bi-monthly. It is a shame and basically a bait and switch technique. Now I am in the process of paying a third Pest control company, who yes, still found issues with Fast Actions rat exclusion, namely where the rats may be getting into the attic through a vent, which I sent Fast Action pictures and they supposedly came out to correct. It will cost me thousands of dollars to rid the attic of the continuous contamination(rat waste) and soiled insulation/odor, seal the attic and reinstall new insulation! All of which I am willing to do because I can not take feeling like a hostage in my own home. I no longer wish to do business with Fast Action; in fact 9 months into a year Contract, the rat issue still exist, the rats trapped have been on my accord, all Fast Action did was kept revisiting(without a sense of urgency-each time I reached out with my concerns I was always giving an appointment 1-2 weeks out!), while not correcting the problem, in fact the problem has worsened. But what Fast Action does have down: taking money from my account like clockwork.

  

  Business response

  12/03/2021

  Supervisors went out serval times after rodent work was done. There was no new activity in the attic. Customer has shown us pictures from other companies that came out for second opinions all the pictures that where shown to supervisors where gaps around vents from the inside, we seal everything off from the exterior so there is no need to seal off from the inside as rodent travel from outside to inside. Every time we come out for this issue there is no additional charge as customer is under warranty with us. Only thing she is paying for is her regular services. Her insulation is not contaminated enough to where it needs to be replaced. 

  Customer response

  12/03/2021

  I am rejecting this response because:the response is untrue and/or inadequate. I am still having a rat issue as I type . I have recordings of the activity. The pictures I provided were from ************* Control as they noted the inadequate work of Fast Action. As far as my insulation goes, not sure what level of contamination 10 months(and counting) of rats living in my attic will cause, but I do know I have to live with the smell daily. And I have chosen to remove the insulation to seal the attic floor and other gaps; as well as disinfectant; and another Company will be correcting Fast Action exclusion work. Fast Action have no idea what he level of contamination because they never thoroughly checked my attic. And as far as the pictures I am thankful the other company took them otherwise I would not have known of the errors of Fast Action work. I have more pictures taken by ***** Pest Control on 11/17/21 that clearly shows errors still in Fast Action work after they supposedly corrected the issues. It has been 10 months and the rat problem never went away because the rats were/are still entering via gaps Fast Action failed to seal properly. I am more than appalled at their statement about coming out several times(without resolution, only to advise I get a second opinion) and Thank God for that. I reject Fast Action response wholeheartedly. I want my money back and do not wish to do business with them at all. I have enough pictures, tapes and two second opinions as proof of Fast Actions commitment to me as a customer and their commitment to stand by their work.
  

  

  Business response

  12/06/2021

  After reviewing the pictures and account  location have been sealed. The piping with the Arrow gap is too small for access. We did the work in February of this year and went back out in April for a warranty issue due to customer hearing noises in the attic. We didn't get any calls from this customer  again until September of this year. at that point we went back out and all access point were secure and there was no evidence new rodent activity. we even sealed off additional areas to ensure there was not  a way for rodents to get into the home at no additional cost. The rodent on the sticky traps were not from the attic but from under the sink. We were never notified that there were any issues in the home other then the attic.

  Customer response

  12/06/2021

  I am rejecting this response because:Fast Actions response to s absurd. Per their definition rat exclusion means eliminating where the rodents are coming in. I called and emailed several times of hearing activity in the walls in master bath and in the attic. I trapped the mice coming in via the bathroom sink wall! Per all of the second opinions I have received rat exclusion would include sealing off points of entry period(inside/outside). When I told Fast Action I was hearing activity in the master bath wall, under the master bath sink should have been the first place they looked; it was only after  I trapped the mice and I sealed with stool wool, did Fast Action send a Tech to investigate. Only for the Tech to tell me he did not have any equipment to seal around the pipes of Bathroom sink. The stool wool was keeping the rats out, but activity still persisted. When Fast Action sent another Tech out to correct the initial exclusion work, I had him listen to the tape(of the activity in the walls) and asked if he could use some of their Foam sealant around the sink pipes; he did it only after saying it was not apart of the work order! What! But its okay for Fast Action to suggest I can pay them another $500 to cut into the wall and see if the find anything. I already know they are coming via the attic; I can hear the vent/pipes rattle. And its even more absurd for Fast Action to say the Pictures taken by ************* Control are from inside the attic; and not from the outside where Fast Action performed their work. Actually the pictures were taken from both inside and out. One thing is clear, if one can see gaps and daylight from inside, then surely there are gaps on the outside. Again Fast Action exclusion work is/was sub-par; and though they advertise as rat exclusion specialist, they really are out to get contracts signed for spiders and outdoor pest. For me to be still having this conversation speaks volumes; not too mention their work ethics and expertise. I just got a new roof a year ago and they lost lifted shingles everywhere to install screens in the weirdest places. Just a mess! I remain steadfast in my rejection of Fast Action responses on non accountability 
  

• Initial Complaint

  07/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The sale person when presenting their service indicated that a follow up service is provide 30 days after initial treatment at no additional charge. The company’s contract indicates there is a charge for the 30 day treatment totally against what the sales person indicated. I contacted the company and all they say is that I signed the contract without any consideration what their sales person tells the prospective client. They refuse to reverse the charge for the 30 day treatment indicating that I opted for autopay.

  

  Business response

  08/03/2021

  Goodmorning,

  Per our company policy, before doing any services we must confirm all service details and payments options with customers before completing a service. Looking into this account it  appears we did a welcome call to welcome this customer to our company, staff went over all the service details. This includes length of the service, cost per service, and if there's any issues in between services months we will  come out at no additional cost to ensure any issues are taken care of. When the tech arrives we also go over the service terms again to ensure the customer knows what they signed up for and what the cost of the service is. Price is listed on all of our customer's agreement form for each service month so there's no confusion for the customer. We offered to come out and do a free service for this customer to meet their satisfaction, customer declined and just wanted to cancel the service with us. To try and work with the customer we went ahead and waived the early cancel fee. 

  Customer response

  08/03/2021

  I am rejecting this response because: The company never did the original phone call to go over the details of the contracted service. Also they never offered to provide a service at no additional cost when i contacted them regarding charge for the 30 day follow up which the sales person indicated it was without cost. I asked them to refund the charge for the follow up service and they refused. They only offered to release me from the contract which I told them to do so. 
  

  

  Business response

  09/23/2021

  Per our records it shows that we completed all procedure's per our policy to ensure that our customer know what they have signed up for. Our contract also stated service months and cost per service that was went over with the customer and that he signed for .We sent over a copy of the agreement for BBB Records. Please don't hesitate to call if you have any questions.

  

  Business response

  09/23/2021

  Attached is the customers agreement.

  Customer response

  09/23/2021

  I am rejecting this response because: The information provided by the representative was different than the contract document. I was led to believe by his comments that the second treatment was at no cost. The representative was not honest. Yes I signed the contract with the understanding that the second treatment. They only fall back on their contract and not the information provided by their representative. i feel the company is not honest and somewhat of a scam.
  

*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. ↩