ComplaintsforEnviroPest

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March, 2023, I called enviropest for a mouse problem. They sent a technician to my house. The technician placed a trap box in the middle of my kitchen, when he met my dog in the door. The dog grabbed the trap box quickly and efficiently. The technician also put steel wool between my door trimmer and track of my garage door. I opened the garage door and noticed the steel wool now on the floor in the middle of my ********* called and compounded. A new technician arrived a few days later. He was great. Placed trap boxes in conspicuous places and was friendly. He told me he would be back in a couple weeks. I have traps under my stove, dishwasher and other places. I had not seen an enviropest representative until June 1, 7:30 am when I get a ring on my doorbell. I then told the technician that I was not aware that someone was coming over. I called when they opened to tell customer service I wanted to cancel. *****, the customer service agent, sent me to another line which sent me to voicemail. I received a message a month later that I was charged for another month. When I called, I was connected with a company on **********. I disconnected and called the enviropest company, ie *****. She was not willing to hear anything from me and spoke over me numerous times. I declared to her that the service was horrible and her response was that I did not call.This company is a scam. I have traps in my house that have not been seen by a technician for 3 months and that is protocol? The traps are under my stove and dishwasher. I communicated that I paid them to do this job. And I was chastised for not calling sooner???

  

  Business response

  07/10/2023

  **************,

  My apologies for the poor customer experience. I have reviewed the phone call transcripts and service notes. I found a service error in regard to the follow up to check rodent traps after the initial service was performed. This was an error on our part. Leaving traps unchecked for eight days is not our service protocol. This will be addressed with the service technician as they failed to set the appointment for the follow up service within 2-3 days. 

  After reading the phone transcripts you clearly stated not to send anyone to your residence. I am willing to refund you the $147.00 for the quarterly service if we are allowed to retrieve our four-bait stations and other equipment at your residence. 

  Unfortunately, I cannot refund the initial service as other pest prevention services were performed correctly. I could not find record of you calling to cancel service until June 1st, when ************** arrived at your residence for the quarterly service. I am willing to have service manager meet with you help solve your rodent problems at no additional cost to you. 

  Let me know how you would like to proceed. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for services never delivered and the refund check they sent to me already had a stop payment on it when I deposited it right away. I signed up for quarterly pest control. Enviropest collected a monthly payment for services that were due to be delivered after three months in December 2022. They cancelled the December services and never rescheduled it. I was displeased with their response and cancelled my service and requested a refund for the prior three months I was charged and not provided services. It took several calls where I was promised a refund and it never materialized. Finally someone agreed to send a refund check. The check arrived and I deposited it within a day of receipt. The check was returned and the funds taken back from my account. My bank said they company put a stop payment on the check. I still am out $147.00 and feel they are intentionally withholding my refund.

  

  Business response

  05/09/2023

  Our billing department is currently working on issuing a new check. We will continue to work through this until the money has been received.

  Thank you for your patience! I appologize for all the hiccups we've had.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I received the replacement check and deposited the check.  It was not returned for stop payment as was the previous check.  Thank you
  
  Regards,
  
  Karen Brofft

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Enviropest bought a company in spring of 2022& I was set up for automatic billing. I was not made aware they purchased the company until November when i I received a bill for $90. When I called to pay it I was told the total I owed was $270. I only paid $90 because that’s what I was billed. I received another bill for $180, went in vacation & forgot about it. I received another bill with a statement date of 4/3 & today when I called to pay it i was told that it was sent to collections on April 5, probably before I received the bill. Jaime was very argumentative & unwilling to work with me both times I talked to her.

  

  Business response

  05/09/2023

  Hi *****,

  I apologize for not finding a better way of communicating with you. We have refunded the balance, except for the services we provided in May and August. We would be happy to remove the amount owed from collections and set up a payment plan, if that would work best for you.

  Please let us know what the best form of communication is for you, and we will be happy to work with you in clearing up your account.

  Let me know how I can help.

  Customer response

  05/22/2023

  Thank you for this, but it doesn’t make sense to me.  I haven’t received any sort of refund.  If they refunded everything but services provided for May & August why should I set up a payment schedule.  I just can’t follow their way of communicating.  
  
  Thank you

  

  Business response

  05/22/2023

  Hi *****,

  I apologize for the continued miscommunication, it is a confusing situation.

  Originally, we showed that $450 was owed. That was 10 months of $45 monthly payments.

  However, because of the confusion, we agreed to wipe the balance down to the 2 services that were provided in 2022: $270 ($135 x 2 services). ($180 reduction)

  Because of further confusion, we went ahead and reduced that balance down to $180. (another $180 reduction)

  Therefore, the amount owed & sent to collections was $180. Your refund was in the $270 we applied to the $450 balance. 

  Thank you for the opportunity to clarify. Please let me know if I can help clarify any further.

  Customer response

  05/23/2023

  Complaint: ********
  
  I am rejecting this response because:  I was originally billed $90 & when I called to pay it I was told I owed $270. She argued that the bill I received was only for $90.  I agree to pay the $90 which I did that day.  I received a bill for $180 & when I called to pay it it had already been sent to collections.  I then refused to pay anything more.  Now I find out the total bill was more than $400.  I feel like this is just a way to make me feel ‘Thankful’ & entice me to pay, but instead it fella like a scam.   The story keeps getting bigger.  Please call off the collections as I have no intention of paying this company another penny. 
  
  Regards,
  
  ***** *****

  

  Business response

  06/27/2023

  Hi *****,
  

  Attached are the records I could pull for Mrs. *****. Records do show that we did a credit memo and refunded her a total of $360.00 for the error on our part bringing accounts over from Evergreen after the acquisition purchase. I was not heavily involved in the financial piece of the acquisition so I have limited access to files. I do see the the items on the attachment highlighted green were refunded.
  
  The items marked in yellow were quarterly services that were performed under the Enviropest brand. One of these services stated Mrs. ***** was home for the service. 
  
  The final blue highlight was a note from my technician stating Mrs. ***** was not home when he arrived. We did not perform this service because the account was pas due. 
  
  Coming from the operations side, myself and the technicians I manage always want to make customer service, quality and experience top notch. I'm sorry to hear that the phone conversations with the call center were unplesant for Mrs. *****. I will address this with the call center. 
  
  I would like to reference that Enviropest did make many attempts after the purchase of Evergreen to notify Evergreen customers. 
  
  These included.
  Multiple mailings
  Multiple emails
  Mrs. Gouls stated in her complaint that she probably threw these notifications away as junk mail. This is completely understandable although we did our due deligence to make her aware of the purchase. She also had one service with our technician that presented himself as Enviropest. (In uniform and fleet truck that was branded Enviropest).
  
  I hope this gives you the answers you need. 
  
  I would love the opportunity to help Mrs. ***** through this process. She can call and directly speak with me, or I will call her back. 
  
  Thanks,
  Curtis K****, A.C.E. 
  Director of Operations
  ****** ************   ******* ************

   One attachment
  

  
  

  Customer response

  06/27/2023

  Complaint: ********
  
  I am rejecting this response because: the company is completely disregarding the fact that I wasn’t notified of the name change & any correspondence received would have been disregarded by me as I would’ve thought it was junk.   If they choose to leave the collection account open they will receive nothing from me.  I’m willing to negotiate & pay half of the amount sent to collections, but only after the collection is closed as opened in error.  
  

  Regards,
  
  ***** *****

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called for days, many days, to get a proper invoice for an amount that I owe. I get the answering service, and I tell them to make it urgent that they call me back. So somebody calls me back to tell me how much I owe, but I want a paper receipt. They send me this email below, but when I try to open the attachment, my computer gives me a grave warning this is a phishing attachment. I will not open up this attachment. It can spread viruses into my computer. They have been having computer problems, so I do not trust their system whatsoever. I received bogus emails, it has been a complete mess, and I am sick and tired of it. I want a paper invoice sent to my address with an invoice outlining exactly what I owe, not a bunch of mistakes. I also want to be billed by mail each month, and not have anything taken out of my checking account because their system is messed up. This has been a hassle and I am not able to resolve this issue no matter how many times I call customer service. I just get a bunch of excuses. Enough with the excuses. I want action now. New Invoice from EnviroPest Inbox ***************** Attachments Mon, Oct 24, 11:39 AM (4 days ago) to me This message seems dangerous Similar messages were used to steal people's personal information. Avoid clicking links, downloading attachments, or replying with personal information. Looks safe Click this link to pay your invoice online. Please note: Link will expire after 60 days. One attachment • Scanned by Gmail Downloading this attachment is disabled. This email has been identified as phishing. If you want to download it and you trust this message, click "Looks safe" in the banner above.

  

  Business response

  11/21/2022

  From what I understand, the customer is not happy because their email system doesn't like the way our system sends their invoices to them. It sounds like there is a setting that their IT department might have to change in order to allow our invoices to come accurately. We are not getting the same issue from any other customer, so I don't know what we could do on our end.  If this is not a possible solution, we would be happy to mail the invoices to them. 
  
  Please let me know if you have more information for me that may better help this customer. Also, if you have an address or something for the customer, I would be happy to pull up their account to see if there are any other options that we can come up with. 
  
  Please, let me know how I can help.
  
  Thank you for your help!
  
  Jody K*** | Customer Experience Supervisor
  

  Customer response

  11/21/2022

  Complaint: ********
  
  I am rejecting this response because: This has nothing to do with my IT Department rejecting their emails.  On the contrary, I keep getting emails referencing the same bill over and over again on a closed account when it has been paid.  This is so silly and nonsensical it is laughable.  I do request that from here on out, paper invoices be sent to me on a monthly basis, and no going into my account to do autopay.  I want that turned off and paper bill sent to me so I can pay with a check.  That is much safer since I am having trust issues with their computer system invoicing me over and over again with the same bill on a closed account that was paid.  I can prove that because it is in my bank statement that the bank honored the check.  
  
  Regards,
  
  ******* ****

  

  Business response

  12/07/2022

  Hi *****,
  
  Thank you for helping us with this.
  
  I am not an IT person, so I apologize for my inability to explain this properly. The way it was explained to me is that the program we use that automatically sends invoices using a "mask". If the email came through from the email address that is actually sending the email no one would be able to respond to the email, it would go to an automated system. Instead, we have the invoices appear as if they are coming from our office so that if anyone responds, they will get right through to someone who can help. Some email programs can tell that a "mask" is being used and they flag them as spam.
  
  When we are sending emails in attempt to contact someone, we are sending those personally. That is why some emails get through and other do not. I hope this helps explain that particular situation.
  
  Could I get the address that we service so I can look up the settings, and determine what changes we can make to help make this situation better?
  
  Thank you for continuing to let me work through this.
  
  Jody K***
  
  

  
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged February 1 $129 for a service. I received a called stating the service is scheduled for 03-22-22 over a month later because technician has COViD. Well no one showed up. I called the company and they stated they cannot help me because my information did not transfer over from evergreen pest solutions. Enviro pest purchased evergreen pest solutions. As customer we were not informed of any of these changes. I want my money back. The contract was supposed to end august and I don't want to be charge for the last two services until after the services are completed

  

  Business response

  04/08/2022

  Hi ******,

  We apologoze for any miscommunication, we are happy to assist you with any concerns you may have. As part of the merger Evergreen changed systems, and there is a delay in the migration of all account documents which causes a delay in us being able to pull contracts and notes previous to February 28. 2022. Upon review of your account in the old system I confirmed using the signed contract and signed verification of service, that it was explained that your payments for year round protection are quarterly and not necessarily tied to when service is completed. Of course we intend to provide service in a timely manner but are occasionally thwarted by staff vacations, sick days, and the unpredictable weather we have in Colorado. Because weather and pests can be unprediactble we do offer year round protection and provide coverage between planned visits.

  I do see that regular service was performed March 22nd and that your contract expires 7/29/202. Based on this information I do not see that a refund is due at this time. Please let us know if we can be of any further assistance by reaching out to our office [email protected].

  Thank you!

  Customer response

  04/08/2022

  Complaint: ********
  
  I am rejecting this response because: I was home 03/22/2022 no service was performed and when I called. I was told I was scheduled for May 07 and that's another quarter and another charge. If enviropest cannot provide the service according to the agreement with evergreen we shouldn't be charged. We should be given the option to re-enroll with enviropest (in my case I will not) and stop being charged. I had an agreement of quarterly pay with evergreen. My solar company was bought by another company we as consumer were informed of the changes and aware of them. In your case I just happened to notice the email says enviropest and not evergreen. That's not how you do business
  
  Regards,
  ******* *****

  

  Business response

  04/18/2022

  *******,
  
  I have confirmed in our system and with the gps in our technician's truck that he was at your home on March 22, 2022. These are his notes from the visit:
  "Today I treated the exterior of your home for General Pest. I treated around all windows, doors and cracks in the foundation. I looked for any entry points and didn't see any. Will be back to treat in three months to change product to prevent invasion of pest to occur again. Note you may see an increase in activity over the next 2 weeks. If you have any questions or concerns please reach out. Thank you for choosing Enviropest!"
  

  We gurantee our service and will gladly send a technician back out if you are experiencing any activity. Per the terms of the contract there is no refund due as you are paying for year round protection on a quarterly basis, it is not actually tied to a service call. Of you would like for us to send someone back out please call our office to schedule, (**** ********.

   

   

  Customer response

  04/28/2022

  Better Business Bureau:
  You can send someone out because nobody came here in the first place.
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ******* *****

*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. ↩