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:04/05/2023

  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 own a commercial property in winter haven and I had this guy out to help us with a termite issue on or around He quoted me one thing over the phone and then changed the price when he got to us. While I was surprised by the price increase I agreed to go along with it because he seemed knowledgeable.
  
  He also wouldn’t accept anything but cash which I found odd, I paid him $2200 cash and now I know why he takes only cash, he’s super shady and runs a questionable operation. He also claims that his “sister” handles the accounting because he isn’t good with money, said this right in front of me and my partner. Some red flags I regrettably ignored.
  
  The property is a mini market with 2 apartments above it. He came to the units above and performed the termite service, he was there for maybe an hour. He returned to the site one other time to try and do the market but was unclear in his instructions and didn’t even contact me from the site to let me know what was going on or that there was a problem and he left. Later on we spoke, he said he would come back when he finds time, months go by and no contact.
  
  He finally reached out to me making up different excuses and chores for us to do to prepare the site, real weird and unprofessional texting me at 1-2 am. He changed his site instructions numerous times although according to other pest control guys, he should have been the one preparing the site, not the customer. I never would have agreed to do business with him had he told me this upfront. His change request were a violation of our agreement and were unrealistic. He gave us too short of notice to even try and accommodate and at this point we don’t want him on the job any more. In total he made 3 “preparation” site change request and the final one was almost impossible to prepare for without proper heads up,
  After all this I have decided to cancel the service and he is holding my full $2200 and refusing to refund me for the incomplete work. I want $1100 refunded.

  Business Response

  Date: 04/11/2023

  Sadly ************, ******** is a disgruntled customer who kept hounding us to give him a discount off the $2,500.00 quoted price, saying he was poor and in tough finances and so forth. After several pleads he convinced me to accept a cash payment one day but it was changed to another day because he said he couldn't come up with the heavily discounted price of $2,200.00 for a few days later.  This should have been a warning but I always give people the benefit of the doubt.

  Anyway as to his requests we met went over the contract and disclosure for the second time and made arrangements for the treatment.  He understood that he was required to do specific preparations for each of the various treatments he agreed to.  After which he said he would have everything done for the scheduled date of treatment including the preparations for the 1 hour of drywood termite direct wood treatments "&  1 hour spot
  treatments  for only one choice of the
  following each year Formosan Termites or  German Roaches or Rats or drywood termites or
  powder post termites &  beetles. And
  bedbug monitors,. customer may need to move, rearrange or provide other remedy".  SURPRISE he did absolutely nothing and the time was already scheduled to which he decided that he didn't want to do the drywood termite injection preparations in the upstairs apartments and wanted me to do it.  So in accordance with the terms I did the drilling and of course the treatment which left him owing my small family company $2,000.00 plus the $500.00 direct wood treatment cost per hour which took 2 hours=$1,000= $3,000.00 still past due from the customer ".   If
  customer wants HPE to do the direct wood treatment preparations the customer
  will have to pay a minimum of at least $2,000.00 plus the retail price below" which he still has made zero efforts to pay.

  Then he claimed he would pay what he already owed if I would come out one night even though i repeatedly said we don't work nights but he was going to finally pat the $3,000.00 plus the additional $500 for the hour of additional dwt work in the ceiling access of the upstairs floor joists, so I arrived and the clerk swore he didn't tell them until that afternoon and they wouldn't be ready for at least 30 minutes of wasting my time when he already is past due paying, so I left only to have this customer call me and rant on about how his failure is my fault.

  I have gone far out of my way to try and finish business with this ungrateful person who still hasn't paid his debt.

  As for his other claims I have always told everyone that this has always been a small family business and before I took in 7 Ukranian refugees, I had done a lot of donations and had 2 seperate charity locations, but he's just behaving badly becuase he has some serious problems, one day it would be great if he paid what he owed.
  

• Initial Complaint

  Date:10/17/2022

  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.

  ****** claims that service was completed on 10-17-22. I was home and no knock on there door or phone call was made to inform me of his arrival. I still have active termites after the alleged treatment. Furthermore no proof to the consumer that the work was complete, only an invoice. (2.) I only wanted a one time treatment but not a a yearly inspection. I was informed to cancel service I must write a letter requesting same because they do not accept verbal cancellations. No customer service. It seems that actions by Henderson may be a cause of action for Elder Abuse.

  Business Response

  Date: 10/31/2022

  ********************* signed a contract for services which requires a 90 written notice of cancellation before the annual renewal date in bold at the top of the contract for September and it was thoroughly explained to him and he signed his initials.
  
  initially on the same day as the contract we immediately began the service which includes 1 hour if spot treatment for dry wood termites, not the whole house, again boldly written and explained to the customer, as it will take a lot of spot treatments to do everything he wanted done and we offered to do more but he only wanted the lowest price which includes 1 hour of spot treatment each year.
  
  we spoke to him several times during the year just letting him know that we were coming out to do our regular inspection services outside and asked if he had any problems and he or his wife depending on which answers the phone always said they didn't have any problems and we did the schedule services and went on.
  
  we continued the insurance and warranty as is required by LAW and continued the services even giving him a free upgrade in quality. but shortly after the service he calls and boldly states that if we don't let him cancel the service and not pay the renewal that he's going to do lots of things to slander us, which he proceeded to do and thus this is another thing beyond the negative ****** review claiming "elder abuse".
  
  this customer had zero problems with our services until he owed money then he started making claims about problems even though we spoke to him several times during the year of service and he was always pleased.
  See Attachment/File: 20221017_121429

  Customer Answer

  Date: 11/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Henderson Pest claims to have contact with me several times during the year is false. My phone records all calls and I can prove no such attempt was made. Can they prove phone calls were made, if so provide the evidence. They hide behind a contract that only a lawyer could understand not a senior citizen. It's isn unreasonable to place a 90 day cancellation, when a reputable company requires less. Again show proof of conversations with me and for the record, I don't have a wife living with me.

  Business Response

  Date: 11/08/2022

  *********************, has created this claim of elder abuse to escape his responsibilities, in that I have verbal spoken to him in the phone several times during the year of service and each time he said he had no problems and didn't need any additional services and he was pleased with what I was doing.
  during the first time we met before we even presented the disclosure and subsequent contract he was offered either a more expensive comprehensive treatment for the drywood termites but he instead said he only wanted the one hour of free treatment which is included in the package. he was advised that sometimes the spot treatments require more than one treatment but then again the 1 hour of spot treatment is free in the service package he asked for.
  in our previous conversations he never mentioned having any other problems nor had he said anything about wanting to cancel any service.
  we continued with the contract as was thoroughly explained and initialled and signed by the client and everything was good.
  not until the client received the reminder that his payment was due did he ever say anything about wanting to cancel, but this was after the contract which requires something from both signing parties.
  we fulfilled the contract and continued with the services and fulfilled all our responsibilities in accordance to the contract which was fully explained, disclosured and signed by the client.
  to make matters worse, rather than taking responsibility for this agreement he has taken to public slander.
  See Attachment/File: IMG_20221108_190508

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business continues to make false allegations that they contacted me several times during the year, I have records of incoming calls that prove otherwise. The only time they came after initial service was without proper notice. If business agent knocked on my door or called prior to arrival, I would have mentioned my displeasure with the unannounced presence and deny access. I never gave the business authorization for unannounced entry into my property nor the right to trespass at will. The contract never stated ****************** access with or without authorization of the property owner.