Complaints

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• Initial Complaint

  Date:06/30/2025

  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 have been requesting a full refund from the bed bug extermination service. I paid for 3 treatment sessions which include spraying insecticide to all surfaces of all furniture + baseboards and to steam all fabrics (curtains +bedding) in the rooms. The price is based on the square footage of the areas they have to treat. They charged me the full square footage of my home without a proper inspection. Instead, the tech confirmed bed bugs by photos taken in my bedroom and sent to the manager, Mackenzie.
  The tech documented he that he steamed all fabrics in all rooms, yet the bags of bedding he promised to address were untouched. He documented that he sprayed all surfaces of all furniture, the furniture was unmoved. The bed bugs continued to bite me so I called the company and spoke with Mackenzie. I sent her new pictures I had taken showing new bed bug activity after the visit and discussed all the reasons I was suspicious of the first tech's performance. Mackenzie sent another technician, Eric. To do spot treatments only. It was "too soon to do a full-service treatment over again."
  My tenant, who lives in the 2nd room, became physically ill after Eric’s visit, which supports that the 1st tech did not adequately spray.
  
  For the official 2nd (of 3) appointments, my tenant and I prepared the entire home, everything off the floor, furniture pulled away from the walls, etc. My tenant made arrangements to stay elsewhere for the following 2 days due to her chemical sensitivity. The tech never showed. I phoned the office, they said they would look into it and call me back, they did not. At 3:20 PM—20 minutes after the appointment window—I received a text saying the technician wouldn’t be coming and that I needed to call to reschedule. I called at 3:22 PM-no answer.
  
  This entire experience has been stressful and unprofessional. Despite my cooperation and preparedness, I received incomplete inspection, inadequate treatment, poor communication, and unresolved infestation.

  Business Response

  Date: 07/08/2025

  Hello,

  Simple Pest Management is required to report all chemical usage to the State of California. The initial technician who serviced your home must document and submit the chemical application details accurately so we can remain compliant with state regulations. This is also the reason for the two-week interval between treatments—to prevent over-application and ensure safe and lawful use of the products.
  I’ve reviewed the situation and have offered a few possible resolutions. One of those includes a refund for half of the original service cost, along with three follow-up treatments performed by a different technician. Per my previous email, I am still able to offer this resolution: a 50% refund and three follow-up visits at no additional charge.
  Please let me know how you’d like to proceed.

  Customer Answer

  Date: 07/08/2025

  Thank you for your response and the offer of a 50% refund with three follow-up visits.
  After careful consideration, I still do not find the offer equitable. The infestation is confined to one small bedroom and closet. Charging me 50% of a whole-house service is not fair nor acceptable.
  I am no longer asking for a full refund. I’m simply asking to pay for the area that is infested and needs treatment. That information should have been clear with the first inspection. Thank you for your email clarifying that the only portion of the home that is infested is one bedroom and closet. Based on square footage, that would equate to approximately 289 square feet out of the 1,355 total square feet—roughly 21% of the home. Since Simple Pest Management charges per the square footage of the area you are treating, I am entitled to a refund of $1371.00. (I'm asking for 75% refund, instead of the full 79%).
  I am still willing to move forward with the three sessions, one being complimentary, using a tech other than Ty, following the guidelines of every 2 weeks. 
  Please let me know if you are willing to adjust the refund to reflect the fair value of services actually required.

  Business Response

  Date: 07/12/2025

  Hello,

  I am proposing a refund of half due to more than just the bedroom and closet being treated. I understand that the first technician's service you do not agree with. However, the second technician that came out also treated the living room area as well as the bedroom. I have attached the service report for reference. Due to the areas that have been reported and treated by that technician as well as the first one, the total amount we can refund would be $914.00. 

  Customer Answer

  Date: 07/16/2025

  
  Thank you for your response.

  Unfortunately, I cannot accept the resolution the business has offered. I am requesting a full refund of $1,828, and here is why:

  No inspection was ever performed.The first technician, Ty, did not inspect the home. I provided all the evidence myself via photographs. How extensive was the infestation?
  Treatment was inadequate.Ty did not perform a proper chemical application and did not complete a heat treatment as promised in the service agreement. He also did not remove linens from sealed garbage bags, making it impossible that any steaming occurred.
  I was charged for full square footage (1,355 sq ft) despite only one bedroom and closet being affected. The company admitted to using Redfin to calculate square footage rather than basing charges on an actual inspection.
  The second treatment appointment (June 21) was a no-show. No one contacted me to cancel. This was a complete failure in service delivery.
  Only one partial service was ever completed, and it was only after I followed up multiple times with the office. Even then, I had to escalate through Machenzie to get a second technician dispatched on an emergency basis due to ongoing infestation and sleep disruption.
  At this point, I have had to hire another company to properly treat my home. Simple Pest Management has failed to deliver the service promised, billed unethically, and caused unnecessary distress and delays.
  I am requesting a full refund due to:
  Failure to perform the agreed-upon services,
  Unethical billing based on square footage without inspection,
  A no-show on a scheduled follow-up,
  And the need to pay for additional professional services elsewhere due to their failure.
  

  Thank you for your consideration.
  Sincerely,
  ******* ********