ComplaintsforTurner Pest Control

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DEMANDING FULL REFUND ON BOTH BILLED SERVICE INVOICES. ON 3/1/2024 TURNER BILLED OUR CREDIT CARD WITHOUT CONSENTING WITH US AFTER BEING DISPLEASED WITH THEIR LACK OF ABILITY TO RESOLVE OUR PEST CONTROL ISSUES AT ALL IN THE 3 PREVIOUS MONTHS. SUPERVISOR CAME OUT *********************, UNABLE TO RESOLVE RODENT ISSUES OR COCKROACH ISSUE AFTER BEING INVOICED $95.00 AND $252 FOR 3 MONTHS OF SERVICE DESPITE IMPLEMENTATION OF EVERYTHING THEY RECOMMENDED. WE ARE DEMANDING A REFUND OF ALL BILLED SERVICE FEES AND ARE DENYING THE CHARGES ON OUR CREDIT CARD AT THIS TIME. AS I AM FILING THIS COMPLAINT ********'S SUPERVISOR AUTHORIZED A REFUND OF ONE OF THE CHARGES $252.00 ONLY WE ARE NOW REQUESTING A REFUND FOR THE SERVICE CHARGES OF $347.00 FROM NOVEMBER WE WILL MONITOR OUR CREDIT CARD ACCOUNT TO ENSURE WE REFUNDED FOR MARCH'S INVOICE.************* HAS BEEN EVASIVE AT BEST. LAST WEEK HE WAS INFORMED WE DID NOT PLAN TO CONTINUE WITH TURNER AND WERE REQUESTING A FULL REFUND. WHEN A COMPANY PREFORMS SERVICE IT IS EXPECTED BY THE CUSTOMER AND PER THE CONTRACT THAT THE RETAINED AND PAID FOR SERVICE WILL RESOLVE THE CUSTOMERS PEST CONTROL ISSUES OR AT A MINIMUM CONTROL THEM. THIS WAS NOT THE **** FOR THE PAST 4 MONTHS WE HAVE PAID FOR AND INSTALLED HUNDREDS OF DOLLARS IN FACT OVER $ 700 DOLLARS IN MATERIAL FOR RODENT ABATEMENT PURPOSES AND COCKROACH ABATEMENT THAT IS MATERIAL COST ALONE!!!!! NOT LABOR TO BLOCK RATS CHEWING THROUGH OUR LANAI SCREEN. WE ARE NOT HAPPY WITH THE SERVICE IS THE BOTTOM LINE WE CONTINUE TO HAVE TO KILL ALIVE AND PICK UP DEAD LARGE COCKROACHES, ONLY TO BE BILLED WITHOUT OUR CONSENT AND TO HAVE LACK LUSTER CUSTOMER SERVICE . WE ARE REQUESTING A FULL REFUND OF $347.00 AND WE WILL BE GOING WITH ALTERNATE PEST CONTROL COMPANY BASED ON THIS COMPANY'S PERFORMANCE OR LACK THEROF. CREDIT CARD COMPANY WILL BE NOTIFIED THIS EVENING FOR THE REMAINDER OF THE REFUND WE ARE REQUESTING OF $347.00 UNLESS TURNER PEST CONTROL COMPLETES THIS AS IT IS THE CORRECT THING TO DO. THXS BBB

  

  Business response

  03/26/2024

  ****************, 

  We sincerely apologize for the frustration and inconvenience caused by the recent issues with our service. Your feedback is incredibly valuable to us. Upon review of your account, a refund has been issued in the amount of $603. 

  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to address and rectify the situation.

  THakn you, 

  Turner Pest Control

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have had this annual pest control treatment for several years. They came out to do treatment then sent me an invoice for over $100 more. They said they would drop $50 off and that is not acceptable. They have since called to remove the system.

  

  Business response

  12/15/2023

  ******************, 

  We apologize for the inconvenience you have experienced with our service price increase notifications. Our management team has reviewed your account and would like to redact the price increase this year. If you would like to return as a Turner customer, I will have our management contact you and set up the services.  Thank you. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/18/23, we contracted Turner Pest Contrl to have rats removed from our property. The date was set to install the traps on 11/22/23 but the person who showed never even knew we had a rat problem and informed my wife that he was only the regular pest control person and that rats and larger animals were handled by another department.I was a way so am just now dealing with this. I've written to request a full refund for services NOT rendered as agreed upon. Being self employed and very busy with other things, too, within the community, I have no time for such incompetence.We are very disappointed and while I'm sure the company will refund us, if they don't I will charge back and inform my legal counsel on retainer that we didn't receive the service as promised. Naturally we had to do something else, since they were clueless when they arrived that there was even a rat problem, nor did we recieve any call to see about re-scheduling, etc.I was away assisting my elderly parents in Virginia and thought I could count on Turner Pest Control to resolve this but obviously not.

  

  Business response

  12/01/2023

  ****************, 

  We are sorry to hear about your recent experience and apologize for the inconvenience this has caused. We strive to provide the highest quality service and understand how frustrating it can be when the proper technician doesn't show up as communicated to you. In reviewing your account and confirming with ****************, I can see the refund was processed back to your credit card. This could take a couple of business days to show up on your end. If you need any further assistance, please contact our office and we will be happy to assist. 

  Sincerely, 

  The Turner Team

  Customer response

  12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.  To their credit, they caught their own error and called to apologize before they saw the refund request but we received a full refund for services not rendered.  As a business owner I frequently tell people "All business rises or falls based on communication or a lack thereof."

  Regards,

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

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the short amount of time I've had Turner Pest Control it's been problem after problem. My grass wasn't being properly maintained and due to their negligence they let my grass die in many areas throughout my front and backyard. They installed grass plugs on 8/11/23 that looked half dead and never grew. Then on 10/09/23 sod pieces were put down. The sod looks like a real mess (an eyesore). The dead grass should have been dug out then soil put down and then the sod put down, but that wasn't done. Whomever put the sod pieces down didn't cut it right and threw it down on the ground and didn't put the pieces neatly together. Also, the sod is sitting way higher than my St. Augustine grass. It's not even level at all and I tripped over it. I have to pay someone to come out and fix it the right way and I shouldn't have to pay for it. Turner Pest Control should pay for it because their person is the one that installed the sod and didn't do it properly. I have repeatedly called the **************** numerous times, spoke to the Supervisor ********************* and the Regional Manager ************************* about how bad my grass looks and that I wanted something done about it. I told them that if this kind of service continued that I would terminate them and I did terminate them. I took pictures of my grass before and after. Their **************** is terrible. I would like for the new sod to be installed the right way and Turner Pest Control to pay for it since they killed my grass. My grass was beautiful before I hired them. I want future customers to know about this company. I won't recommend them to anyone. I most likely will have to retain an attorney to sue ********************* This is the worst company that I have ever dealt with. I want this problem corrected immediately.

  

  Business response

  10/26/2023

  Hello **************, 

  We are sorry to hear about your experience and apologize for the inconvenience this has caused. Reviewing your account, we have attempted to replace the sod twice, once with plugs and a second with full sod patches. There are many reasons a lawn can be stressed, and we have acted in good faith to replace the lawn twice. Our branch manager was in communication with you to make sure that after our team laid the sod, we would make sure the service was up to par; however, you terminated the contract with Turner Pest Control, so we will not be able to continue to service or replace the sod for a third time. 

  Turner Pest Control strives to provide reliable services to all our customers and is working with our team to ensure we hold ourselves to the highest standard in customer service.

  Thank you.

  Customer response

  10/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20740830

  I am rejecting this response because: I was very patient with Turner Pest Control up until the sod issue and the last straw for me was the way Turner Pest Control threw the sod down on the ground and on top of good grass instead of cutting the sod pieces neatly and putting the sod pieces down neatly and that's why I terminated services with Turner Pest Control. The unprofessional way that they threw the grass down was such an eyesore it looked terrible and not acceptable to me. If they cannot take pride in my property and put down the sod the right way and take pride in their work then why would I continue to keep doing business with Turner Pest Control? Turner Pest Control should pay the $260 that I paid someone else to fix the sod the right way. The sod wasn't going to survive with the way they threw it down and it did end up dying so, I had to buy more sod pieces and I paid $200 for that as well. Turner Pest Control should have to pay for this as well because if they installed the sod the right way from the beginning the grass would have lived and I wouldn't have had to replace the sod. So, I would like my $260 back and the $200 back as well.

  Regards,

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

  

  Business response

  11/03/2023

  **************, 

  As previously mentioned, we replaced the sod twice, and were going to monitor the sod that was put down but were terminated before we were able to monitor. The contract you signed did not include sod replacement, but additional retreats only. We apologize for not meeting your expectations but will not be replacing the sod a third time or reimbursing any additional fees. 

  Thank you, 

  Turner Pest Control

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancel lawn service for ***** ****** ******** ***** in August 2023. I was charged again on September 2023, I spoke with Billing 3 times and was advised will receive refund. I have not received refund as of today.

  

  Business response

  10/11/2023

  Hello *** ******, 

  I have communicated with our Billing department and confirmed that a refund was processed to your account on September 29, 2023. Please let us know if you have not received this refund yet. 

  Thank you, 

  Turner Pest Control.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Upon moving in to our home in 2017, we were told we needed to purchase a termite bond. The original company, ******* **** *******, charged $513 for this and we were under the assumption that it was all we needed. Later on, Turner Pest Control informed us that they would be taking over the service at our address. We have been getting charged for service that includes pods in the ground ever since, and have not even received a single receipt of services rendered. We have called several times requesting pods to be fixed and/or replaced and no one ever comes out other than for a service that is every 6 months. I have also called to cancel service twice now. The first time I tried to cancel, the supervisor refused and said he would come to our resident that week and then never showed up. Now, I am trying to cancel again and they can not confirm whether or not our service cancellation is complete until Wednesday after they "collect their pods" in which half of them are broken because they were never replaced per request. They also can not confirm that we will not be charged any more when we have already been being charged a bogus $69.96 a month, and then $76.26 per month starting in March 2023 for ZERO SERVICE, other than the twice a year 5-minute spray of the perimeter. Not once has a pod been replaced. I called today and asked what the monthly charge is specifically for, and I was told that it was for that service. The pods have been dormant for years now. We have never been given a receipt, and we do not even have online access based on the account information we have. Turner Pest has been stealing from us for years and no one that works there is any help. We have no contract, no receipts, no access to account, and zero customer support. We request a refund of all the monthly charge for the pods, minus the biannual perimeter spraying service.

  

  Business response

  07/11/2023

  Mr. ******,
  We are sorry to hear about your experience and apologize for any inconvenience this may have caused. In reviewing your account, unfortunately, there was not an email address on file therefore account documents were not sent or uploaded to the online customer portal. We apologize for not obtaining an email address so we could have improved our communications with you. Your account now shows your tri-annual services have been canceled and the Sentricon monitors removed.
  To help make things right, Turner will issue you a refund in the amount of $451.26 which is equal to the amount you have paid in 2023 – five (5) payments at $76.26 (Feb 2023 – June 2023) + one (1) payment at $69.96 (Jan 2023).
  Turner values your business and hopes this solution meets your expectations. Thank you for sharing your experience with us and offering us the opportunity to improve our service.
  Sincerely,
  The Turner Team

  Customer response

  07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a huge mistake by signing the agreement with Turner Pest Control company. I should have paid attention to the criticism of this company through the BBB. During the first visit, the technician took advantage of my helplessness, I’m full paralyzed and on wheelchair all the time. He walked around the house for a several minutes and left. After 10 days they called me and said that I had to pay for the next visit. I refused, saying that the ants continue to climb into my house and they first, according to the contract, must fix their work. When the technician came in, I complained about the quality and spending time of serivices. The technician got angry, said that he would give evidence to the State Border Service (GPS), according to which his car stood at my house for 2 hours. And he left. A month is down, I still waiting for his evidence . No apology from the company . They brazenly deceived a paralyzed man. Now ,I want money back. Full refund. So far, Company continues to charge me as providing monthly service. However, no any call, no any apologize.NOTHING

  

  Business response

  07/06/2023

  Hello *** ********,
  I am sorry to hear of your displeasure regarding your services with Turner Pest Control. In reviewing your account with our team, I see that you signed up for recurring pest control service that has an initial fee of $149 then a recurring monthly fee of $39. When our technician came to your house for the initial service, he treated the interior and exterior as needed. There was not an additional charge for the follow-up visit.  One of our managers has reached out to you and you requested to cancel your services which he did. 

  Thank you. 

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This answer is fake.
  The business response does not comment on the reasons why I demanded to close the contract. Not a word about the essence of my complaint. They just closed the contract and unsubscribed.
  Your technician did a bad job. You didn't do the job you claimed.
  I called a technician, made a comment about the quality of work, demanded to fix what was done. The technician refused. Nothing was said about my demand for a refund. A simple formal apology is all that the business is capable of.
  I thank the bank that returned the money to me

  Regards,

  *** ********

  

  Business response

  07/11/2023

  *** ********,
  We are sorry to hear about your experience and apologize for any inconvenience this may have caused. We strive to provide reliable services to all our customers and are working with our team to ensure we are holding ourselves to the highest standard in customer service.   

  
  To help make things right, Turner will issue you a refund in the amount of $227 which is equal to the amount you paid in May and June - $149 + $39 + 39.  Turner values your business and hopes this solution meets your expectations. Thank you for sharing your experience with us and offering us the opportunity to improve our service.

  Sincerely, 

  The Turner Team

  Customer response

  07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  *** ********

   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer for over 20 years having regular quarterly service on my home which is only 1100 sqft. My quarterly fee has been around $55 then last year they increased it to $125 and changed the service from 4 times a year to 3 times a year. I called and they explained due to rising costs but agreed to lower it to $87. Then this year they increased it back to the $125 stating they will only gave me a one year discount. I have requested a copy of my agreement and still no one can provide a copy. I know in my agreement there was verbiage about increases and this is why they will not provide me a copy. There was no warning of any increases last year or this year. The technicians only spray the exterior of the home and are here less then 10 mins. This is a 130% increase with no communication. Turner is horrible about returning calls or emails and it takes them weeks to get back with you. This is not how businesses should treat their customers specially long time customers

  

  Business response

  06/09/2023

  *** ******** - we thank you for being a loyal customer for many years and are committed to providing the best pest protection for you and your home. Over the past couple of years, Turner has absorbed cost increases and this has caused us to implement price increases to our customers. I see you spoke with members of our team on the price increase and we have reviewed your account again. Since we were able to reduce your cost increase from last year, unfortunately, we are not able to keep or reduce the cost again this year. This was a one-time courtesy redaction but the new price is what your service would cost moving forward. I sincerely apologize that we are not able to reduce the cost. Thank you.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  06/12/2023

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

  Our team has reviewed and discussed your account. The Branch Manager has visited your home to inspect it and spoke with all the technicians that treated your home as well. Our team did not state that your home needed to be rodded for 10 year coverage. We did communicate that given the construction of the home and how it is supported, rodding may be necessary but additional funds were not paid towards rodding the home. The service agreement does not state that rodding is necessary either. The home is not built in a way that can be rodded according to the label on products either. Your home was treated the way it needed to be to be covered for 10 years. 

  Thank you, 

  Turner Pest Control

  

  Business response

  07/03/2023

  *** *********, 

  The trenching termite service you received would have been the same cost as rodding as the price of the service is determined on the size of the structure. Also, on the contract, it was not indicated that rodding was needed. It would have been checked off on the contract if so. Your home was treated properly for the structure. 

  Thank you. 

  

  Business response

  07/25/2023

  Good afternoon,
  

  The home is not built in a way that can be rodded according to the label on the products. We cannot ethically rod this home. While we are sorry to know there was a misunderstanding at the time of sale, that does not change the fact that the proper treatment for a 10 year warranty has already been completed.

  
  If *** ********* would like to cancel his warranty with us, he can do that. But we will not perform a service that directly contradicts appropriate usage according to the product label. That is for the safety of our team and our customers, which we take very seriously. We hope that *** ********* can understand the importance of following health and safety rules.

  Sincerely, 

  Turner Pest Control

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have never been SO disappointed in a company as I am Turner. I didn't have much of a choice because my home builder hired them to do the Termite protection. So, after meeting initially with the Tech (****) - I also signed up for the lawn and bug treatment. (After this meeting I was told by my builder that they had already paid for the Termite protection for the first year... so I spent $650.00 as I was misled by the Tech! My lawn is now FULL of weeds and dead spots, they don't show up as promised or scheduled..... I have YET to see an "inside" guy to put down anything... I have sent email after email... even RESPONDED to an email because they can't "process my card" - and have STILL not gotten a reply. They are HORRIBLE and the WORST mistake I ever made was signing the contract they are now in BREACH OF.... I finally got an email today from them cancelling my service - and telling me I owe them $315.00 for services they did NOT complete. They did a total of 2 lawn services...and destroyed my yard. Lawn service is $45.00 a month / Bug service is $60.00 - they never performed a single service - and I will have to pay WAY more then that to FIX what they did!

  

  Business response

  05/26/2023

  Thank you for taking the time to provide us with your feedback. We apologize that your experience did not meet the high standards we hold ourselves to and are investigating this internally to see where the disconnect occurred. In the meantime, the manager of your branch approved a $200 credit on your account. We do hope this will be satisfactory.

  Customer response

  05/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I am supposed to receive a refund, NOT a credit on my account.  All invoices that were wrongly charged to me are to be credited OFF my account, and my account balance completely Zeroed out.  I spoke with ******* ***** today (first communication I have had) - he was very pleasant, and completely understood my frustration, and acknowledged how poorly Turner Pest Control handled my account.  The ONLY satisfactory resolve is what I was told by Mr. ****** on the phone today.   

  Regards,

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

  

  Business response

  06/01/2023

  We apologize for the incorrect resolution being stated and can confirm that the resolution you spoke with ******* ****** about is what will be refunded to you. That is a check for $145. Thank you. 

  Customer response

  06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I have still not received email communication from Mr. ******, providing me with a ZERO account balance due as promised.  Still waiting.

  Regards,

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

  

  Business response

  06/02/2023

  I spoke with Mr. ******. Mr. ******** has emailed you, copying Mr. ******, confirming your account with us has a zero balance. Thank you.

  Customer response

  06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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, as long as my refund is received as promised. 

  Regards,

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

   

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