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Business Profile

Pest Control Services

Bug Away
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2025

    Type:Order Issues
    Status:
    Answered
    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.
    New customer with cockroach problem:
    Homeowner has never had an in home spray prior to this.
    Appointment scheduled for a spray on Tuesday, 1/14/2025.
    Was advised to remove everything from the cabinets and pull out my oven and refrigerator. These were the only instructions provided.
    Technician arrived and advised we would need to be out of the house for 2 to 3 hours after the spray. This was not advised in the first contact.
    Sprayed the kitchen but continually asked us to move things thus resulting in getting the spray on our bodies and clothes.
    We told them to finish the kitchen but leave the rest of the home alone for the time being since we had not moved anything.
    We asked them to leave after they had finished spraying the kitchen.
    Technician started laughing and sprayed in our living room over my children's toys, my plants and our piano.
    Asked them again to stop spraying and to vacate the home. Technician complied.
    Contacted the business and rescheduled the remainder of the spray for Monday, 1/20/2025. Phone was on speaker and my husband also heard them reschedule this.
    No technician showed. Contacted business to no answer.
    Attempted to contact the business on, 1/21/2025, to obtain a refund.
    Business continually ignored my contacts and disconnected the contact when I was able to get in touch with them without speaking with me. After calling numerous times they did answer and advised that I told them I did not want any further services and that we did not reschedule the service.
    They then disconnected the phone.
    I contacted again to them disconnecting the phone as soon as they would answer.
    Contacted my bank but they are unable to dispute the check since it went through.
    Contacted business again and advised that we can get a refund or they will be taken to court.
    They advised if I contacted again they would consider it harassment and then disconnected.
    All further attempted contacts are met with an immediate disconnect.

    Business Response

    Date: 02/04/2025

    CUSTOMER WAS ADVISED TO PULL DISHES OUT, PULL STOVE AND REFRIGERATOR OUT A LITTLE BIT AND INFORMED THEY WOULD HAVE TO LEAVE THEIR HOME AFTERWARDS FOR 2 TO 3 HOURS AFTER SPRAY. THE TECHNICIAN WAS THE OWNERS WIFE WITH 12 TYEARS EXPERIENCE WITH NO COMPLAINTS. SHE SAID THE CUSTOMER APPEARED TO BE IRRITATED WHEN SHE ENTERED THE HOUSE. OUR STANDARD PRACTICE FOR ROACHES IS TO SPRAY CABINETS AND SPRAY THE REST OF THE HOUSE AROUND BASEBOARDS. THE CUSTOMER GOT LOUD AND IRATE WITH THE TECH AND TOLD HER TO LEAVE. WE OFFERED TO COME BACK AND SPRAY AGAIN BUT WAS TOLD THEY DIDN'T WANT ANYONE BACK IN THEIR HOME AND SAID THEY WERE GOING TO STOP PAYMENT ON THE CHECK. WHEN SHE ATTEMPTED TO STOP PAYMENT HER CHECK HAD ALREADY WENT THROUGH THE BANK AND THIS IRRATATED HER EVEN MORE SO SHE KEPT CALLING THE OFFICE AND GETTING RUDE SO WE REFUSED TO ACCEPT HER CALLS. APPARENTLY THAT'S WHEN SHE TURNED US IN TO BBB. THE CUSTOMER WAS SPRAYED WHERE SHE WANTED SPRAYED.

    Business Response

    Date: 02/07/2025

    THE CONSUMER WAS ADVISED THAT ANIMALS WOULD HAVE TO LEAVE THE HOUSE AS WELL AND WE WOULD NOT BE RESPONSIBLE FOR THE SNAKE IF SHE LEFT IT IN THE HOUSE. OUR CHEMICAL IS SAFE FOR HUMANS AND ANIMALS BUT THE FIRST SPRAY IS ALWAYS MORE INVASIVE AND SO WE ADVISE THE CONSUMERS AND ANIMALS TO LEAVE FOR A FEW HOURS. IF SOME OF OUR CHEMICAL GETS ON SOMETHING THEY DON'T LIKE THEN WASH IT OFF WITH SOAP AND WATER BUT IT IS SAFE OR WE WOULD NOT USE THIS CHEMICAL. UNDER THE CIRCUMSTANCES WE SPRAYED THE BEST WE COULD AND WE WILL NOT SPRAY THIS ADDRESS OR CONSUMER AGAIN, WE ARE SORRY SHE WAS NOT HAPPY BUT WE FEEL SHE GOT WHAT SHE WANTED DONE ANYWAY. WE CONSIDER THIS INCIDENT CLOSED.

    Customer Answer

    Date: 02/10/2025



    Complaint: ********



    I am rejecting this response because:

    I was not advised anything in regards to my animals until the technician arrived and said they were not responsible for the snake and that the dogs would need to be locked up. They were locked up already to avoid any issues. It would take a lot of effort to wash all my child's toys and things and would have preferred to move them prior to them spraying. The items they did spray were cleaned immediately after the service.



    Sincerely,



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

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