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:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had Black Diamond do termite treatment some years ago and we pay for the warranty every year which has gone up from $75 to $105 and is supposed to include a termite inspection each year. They never want to do any inspections at our convenience but always want to put it off until the fall or winter. We have seen evidence that we could have the return of termites and called to get an inspection and of course they wanted to put it off until October. If the inspection and treatment is delayed that means more damage can be done. They always want their money by April 1st but we can never get an inspection when we need it.

  Business Response

  Date: 05/13/2025

  ****** called in on May 8, 2025, to schedule an annual
  warranty inspection.  After speaking with
  our representative, she was not happy with the date range given for the
  inspection and requested an earlier date. 
  ****** also had additional questions regarding insect activity on her
  front porch.  Our representative
  explained to the customer that she would get all this information over to a
  supervisor and they would give her a call back. 
  A supervisor called ****** the same day and was able to get her on the
  schedule for the date and time she requested and spoke regarding the other
  questions she had.  We addressed her
  concern on the time of year her inspection is scheduled.  We upgraded her program to have their
  inspection performed in the spring instead of the fall per her request. Thelma
  stated they were satisfied after speaking with the supervisor and getting the
  inspection scheduled.

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When the Black Diamond inspectors came on Saturday 5/10/2025 they didn’t do a complete inspection.  As per previous inspections we’ve had the foundation around the perimeter of the house, the basement and the crawl space was inspected.  The inspectors that came on Saturday never moved off the front porch.  I feel like they were sent out just to appease us with no intention of doing a complete inspection.
  
  
  
  Sincerely,
  
  
  
  ***** * ****** *******

  Business Response

  Date: 05/15/2025

  On 5/13/2025 management reached out to the customer, and she explained her concerns from the previous response. We scheduled a follow-up meeting with her on 5/15/2025, where the Operations Manager and Supervisor went out and met with the customers and performed a full inspection of the property. This inspection included the exterior, main floor, basement, and crawl space of the home. The manager and supervisor spoke with *** ******** who was satisfied with the inspection and stated he did not have any further concerns at that time.

  Customer Answer

  Date: 05/16/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** * ****** ******* 

  
  

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