Complaints

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• Initial Complaint

  Date:08/23/2023

  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.

  I am a 65 yr old disabled female raising a 8 yr old granddaughter. I require regular extermination for a venom allergy to insect and bug bites. I also rent. So I contacted the leasing office to have an exterminator come out after calling the Permakil office to find out if the same guy does this place because I had to use them last year and he did nothing. On 8-11 the same guy showed up as last year to inform me I was getting a bed bug inspection for calling the office. He threw all the bedding to 3 beds and bath linens on the sprayed floor, found no bed bugs and left the mess for me to clean. I still have a 20lb weighted blanket on the floor that I can't pick up nor take to cleaners to have it cleaned. I have 2 maids that clean my place but they couldn't stop what they were doing and run out here to do laundry and make beds. My granddaughter and I spent the weekend doing laundry and making beds after sleeping on the couch for a night. Every other exterminator that I called put things back but not Permakil. I also spoke with Eric Hardebeck, president of Permakil and they're right and I'm wrong. I'm sorry but I don't agree. I didn't ask for a bed bug inspection, nor do I have them. I have mass spiders. So why should I be responsible for cleaning up this mess in my medical shape and age.

  Business Response

  Date: 08/24/2023

  It is
  an unfortunate situation this tenant is experiencing, however, her
  portrayal is inaccurate. 
  
  The tenant
  is correct in that we have serviced her home multiple times over the
  course of many months.  However, we have
  never found an infestation.  Her complaint
  was that she was getting bitten by spiders, and since no spiders were found on
  previous inspections, the individual's apartment complex management (ultimately
  my client on record) requested that we inspect and/or treat for other insect
  pests that may be causing these bites (bed bugs).   Ms.
  ******* was contacted directly by my office staff to discuss the spider, general
  insect pest and bed bug inspection service.  She gave
  us permission to proceed with the service. 
  
  Prior
  to services performed, my company provides a written list of instructions as
  to how to prepare for service in advance of our arrival, and what steps to take
  afterwards, to protect themselves from any potential pesticide exposure (however
  unlikely that may be.)  This document was given to the individual in
  advance by the apartment management company overseeing her community.  We
  know this because my service technician found it on the kitchen table next to
  the computer that the individual was using when we arrived.
  
  Seeing
  that none of our instructions had been followed, the technician took it upon
  himself to read over the instruction sheet with Ms. ******* so she would understand our limitations
  since she didn’t protect anything for treatment.  My tech went above and
  beyond to try to help this tenant and he offered to do some of the things on
  the list for her so he could provide a more thorough inspection/treatment, to which
  she gave him permission.   My technician did not throw her items on the "sprayed floor."  For the record, the tenant has never followed our “prior to treatment instructions” on any previous services.
  
  My technician
  also spoke to Ms* ******* about her pest complaint to try to get to an
  understanding of what was going on.  She claimed that she has a severe
  spider infestation and spider webs were hanging from the ceilings (which we did
  not find).  She said that she believes the bites occur while she’s
  sleeping.  Therefore, my tech inspected where
  spiders or bed bugs are usually found: on, under, and around furniture, all
  room perimeters and closets, around windows and doors, in the furnace room
  and even checked the furnace filter.  Minimal
  to virtually no evidence of spiders (or any other biting insect) were
  found, but as a preventative measure, a limited application of pesticide(s) was
  done, should there be a chance for biting insects to emerge from cracks and
  crevices, the furniture, or stored clutter within the apartment.  The
  photos that she provided indicate the amount of clutter and lack of preparation.  During this treatment Ms. ******* was cursing at
  and verbally abusing my technician. 
  
  All
  pesticide label directions were followed, including after application
  instructions which state, " Do not remake beds and keep all items
  off treated surfaces until pesticides have fully dried". 
   It is our company policy to suggest waiting 4-6 hours after treatment to
  ensure all items and surfaces have had adequate time to thoroughly dry. 
  Our service technician explained this to her: that he could not return the
  bedding - sheets, pillows, comforter - and towels to their proper location
  because there may be pesticide residue that must dry. Ms. ******* proceeded to tell
  my tech to " go f _ _ _ someone else."
  
  My office was made aware of this verbal assault and was documented in writing in his service report, prior to receiving this BBB
  report. 
  
  Thanks
  for the opportunity to review and provide another view of the situation that
  occurred.  Unfortunately, we believe there seems to be other circumstances
  and conditions taking place that are out of our area of expertise as
  pest management professionals. 

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are attached.

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