ComplaintsforMantis Pest Solutions

• Initial Complaint

  11/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mantis sent two high pressure sales people to my door. They told me they would treat inside and out of the two buildings on my property plus the grounds. I did not want to commit to anything. They assured they would come out and treat everything and then evaluate. They assured me there was no contract but an “acknowledgement “ of the first appointment by checking a box on their IPhone. I was provided no documents at that encounter. They treated and I paid. Then they just started showing up and treating only outside , I wasn’t even home. They billed my credit card multi times, and I told them that was not what I was sold or agreed too. I refused to pay more than the $100’s I paid so I cancelled the charge on my credit card. They turned me in for collections. If anyone has had a similar experience please call me . I plan to get all my money back plus damages for improper credit reporting and my attorney fees.

  

  Business response

  11/21/2022

  These claims are inherently false. Customer paid with a check each and every time, and even called for and received free interior service, as is promised on our customer agreements, a month after their September 2021 service. Pricing and chemical usage from the service reports are consistent with serving essentially two large houses. 
  Our email tracking shows that both Service Notification emails and Invoice emails had been opened, some multiple times, despite customer texts claiming that we show up unannounced.
  Customer account was current prior to March 2022 service, and customer even responded to text notification by asking for a certain day, then never paid for that appointment.
  
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company gives false advertisement and false explanation of their plan. I was approached by one of their door to door salesmen who did not explain to me that I would be charged a monthly fee or cancellation fee for quarterly service. I had told him I would pay in cash for a one time service, which I did. They were also very inappropriate in the way they spoke with me, I was uncomfortable which is another reason I did not want to do business with them. I then got billed twice, one of which I never received service for. When I called to explain what happened and what the salesman had told me and how I paid him, they were extremely rude and derogatory. I tried to get ahold of the manager or owner multiple times to discuss the matter but never heard back. I have read their reviews after the fact and this appears to be an on going trend where the advertise one thing, get people to sign up and then actually bill them for things that were never explained. Unfortunately I feel scammed after this incident and taken advantage of. I am seeking that they clear the billed charges of $235 and they need to be reviewed for lack of ethical communication, derogatory and hate speech towards customers should not be tolerated.

  

  Business response

  10/13/2022

  Possibly valid complaint for verbal communications not having taken place, even though it's the customer's responsibility to read contracts to which they give consent and that clearly state in several areas they will be on a monthly billing cycle.  Even though the customer has had over a year to make the claims that they did in this complaint, they have only done so because we finally turned them over to collections. We will go ahead and clear the balance that we are owed.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was talked into an agreement with this company for pest control. They were to do an initial treatment and then return in 30 days with a follow up to take care of any bugs and larvae. After that it would be quarterly or as needed. I asked specific questions about scenarios that would give me a total refund and the salesman assured me of it. So I signed his little phone. They came for the initial treatment in April and I haven't heard from them since. I finally emailed them about 40 days out and they set up the 30 day treatment which was already at 45. Well they were a no show after I changed my plans and wasted my day. I have contacted them several times and they have refused to refund me and just charged my card again yesterday w/o my consent. The bugs are worse now than before I trusted their salesman.

  

  Business response

  09/07/2022

  
  
  Dear BBB,
  
  The signed agreement with the customer states that we would have returned between 25-45 days after the initial service to start the regular quarterly services. I have attached it here for reference.
  
  We have documentation that the customer was scheduled on day 45, but unfortunately their technician called out sick that day and we could not make the appointment. Our (former) office manager responded to customer email complaint after business hours that day because she thought she had notified everyone on that route, and customer requested cancellation and refund on Saturday.
  
  The initial service was performed, there's documentation of time spent and product used as well as a 5-star review from the customer, and will not be refunded. 
  
  Customer was charged $39.66 for May and June monthly billing, of which both were refunded upon cancellation before the complaint was issued to BBB, even though we are within our rights to charge an early cancellation fee. No further refunds will be issued.
  
  Thank you,
  
  *** ******* ****** **** ********* * ****** ******* ************

  Customer response

  09/08/2022

  [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 as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I had to miss work for their scheduled appointment and they did NOT bother to contact me at all!  I had to call them and ask where the technician was.  I lost $100 for missing that day.  Yes, the initial treatment was performed and the tech was on time and seemed knowledgeable.  That's why I decided to go ahead.  BUT, the product did not work and they did not come back to do the follow up treatment which was promised to me in about 3 weeks. Again, I had to call and find out why.  I was lied to about the service I would be getting and heard nothing from them once they had a credit card number!!
  
  Regards,
  
  ***** *****

  

  Business response

  09/30/2022

  All of our automatic notifications list a day, not a time, and direct customers to call in if they need a time window or have specific bug issues to address. We have absolutely zero records of customer attempting to make a scheduled appointment via phone, email, or text, zero records of calling in to complain about the first appointment not working, and customer gave us zero chance to set things right by immediately cancelling on a Saturday. Contract clearly states a followup will be scheduled 25-45 days letter, and as I've already pointed out she was scheduled on that 45th day (mostly getting pushed back from ~30 days because of weather), but the technician for that outer belt region of the city called in sick. Again, customer gave us zero opportunity to attempt to make things right and all we could do was not charge the early cancellation fee and refund the monthly payment that had been processed.  Being that nothing was said about the initial service (besides the 5-star review) until after this incident on the 46th day, I can only conclude that customer was previously satisfied and will not be issuing a refund for that initial service.
  
  Thank you,
  
  *** *******
  Mantis Pest Solutions - Branch Manager
  ************

  Customer response

  10/01/2022

  [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 as Assumed Answered]
  
  Complaint: ********
  
  It is so not true.  I was not informed of any cancellation and missed a day of work waiting on someone to show.  I finally contacted by email or phone and was told the tech called in sick but they must've forgotten to inform me! Was going to be a while before they could come back..therefore, my trust in this company on valuing my time and standing by their word was gone.  I will definitely be passing on their terrible customer service. yes, I unfortunately gave a 5 star review for the only time anyone showed up because he was on time and seemed to do a good job. It was later when I realized the product did not work.

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

  

  Business response

  10/10/2022

  I've attached the email chain showcasing customer's request for a cancellation (and a refund for services completed in the past?) on a Saturday without giving us any chance to make it right. Monday morning customer became combative and belligerent, and as can be seen here is making unverifiable claims that our salesperson said our product wouldn't work...? Again, our office responded after hours on a Friday with a tentative date and said we would be in contact Monday with more information.

  Customer response

  10/11/2022

  [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 as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I am so disappointed in this company's customer service and response to how things happened.  The tech told me that if they didn't follow up with the 30 day treatment, the product would not work right because of eggs or something like that.  Guess a person really needs to record and document every thing these days! It should've not been my responsibility to contact them and ask why I haven't heard from anyone after missing a days work. If I had not lost wages to accommodate them I would not pusue my refund.  My time was not important to them as soon as they had my money.  At this point, even half of the wages would help but they have taken no responsibility for their poor service from they minute I gave them a credit card,
  ;
  Regards,
  l
  ***** *****

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They had a salesman cone to our door and offered to spray the hone and the yard and said it would kill everything but house fly’s. After paying $300 and they sprayed 3 times we still had spiders,mice, ants and mosquitoes. After talking to the so called owner and him informing me that I was basically mislead and not only did it not cover mosquitoes he wouldn’t recommend spraying for them. I canceled their service like they salesman said I could at anytime and now they are trying to charge a $100 early cancellation fee. They do not represent themselves well and are basically stealing peoples money.

  

  Business response

  10/06/2021

  *****

   

  Called to log this complaint and I personally called him back and we spoke for about 20 minutes on the phone.  We had a very good conversation.  We discussed that there were 5 types of Pest Control and that we at Mantis cover 4 of those types:  General Pest Control, Mosquito, Termite, Bed But (the 5th being Critter Control).  He understood afterward that the service he signed up for did not include Mosquitos as is clearly stated on the contract.  However, he did sign up for extra yard service that was costing him and extra $30 a quarter.  So I lowered his bill an extra $50 a quarter as a gesture of good faith and he felt very well taken care of with his bill lowered from $169 a quarter to just $119.  This conversation happened on 9/1.  We then set him up for a free re-service on 9/8 which he gladly took for free.  He then cancelled service.  Per our contract if you are with 60 days of your next service (which he was) you owe 1- Service which is his new $119 quarterly rate for the service that was due in October, and the original "Discount" off of the initial service which was actually $200 if you look at his Service agreement.  So, the cancellation fees per the contract are $119 + $200 = $319.  We offered to let him cancel for only $100 because of his previous frustration as another concession to him.

  He then decided to log this complaint to the BBB. 

   

  Some customers despite how hard you work to make them happy just have buyers remorse.  We understand that.  But if Mr ******* goes back and reads his service agreement the cancellation language is clear, as is clear that Mosquitos were never part of the contract. 

  We would prefer and love to work with Mr ******* the rest of the year to prove our quality of service as he has asked us to do.  However, if he fails to pay this $100 we will pursue the full $319 owed per the service agreement via collections or small claims.  

  In speaking to Mr ******* he seemed to be a very kind and friendly gentlemen and an honest guy.  I know that I am as well.  I hope that he gives us a chance to prove our value as a company the rest of the year.  If not, I understand and we don't mind parting ways at $100 right now and let bygones be bygones.  We did our best.  The $100 represents one third of the cancellation fee and is a fair resolution.  The ball is in Mr *******'s court now to let us know if he wants to continue service for his last 3 services of the year at $119, pay the $100 now, or have us pursue the full $319 in small claims (which we would all prefer to avoid).

   

  Respectfully,

   

  
  ****

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