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:10/03/2024

  Type:Billing 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.

  I contracted with Preventive on 6-11-24 for quarterly pest control, with the proviso that I could request extra service if needed. They have been here 4 times in 4 months, and the pests are as bad as ever, with centipedes coming into my home now, when they never have before! I can't garden, because the ants are so bad.
  I do not wish to continue paying for service that doesn't do what is advertised.
  I canceled with them today. The lady said they would charge me an addituonal $239.00. I looked at the contract. It states if for any reason I am not able to pay, they can charge me that amount.
  It's not that I'm unable, but unwilling. I won't pay for a promised outcome that I'm clearly not getting.
  I say it's false advertising.

  Business Response

  Date: 10/08/2024

  Ms. *******,

  I'm sorry that you have had a bad experience with our company.  We really strive to make our customers satisfied, and I am hoping that we may have a chance to do that for you.  I can see in the notes in your account that you had cancelled, but the reasons given for the cancellation were very different than the reasons that were documented here.  If the problem is truly service related, I would love to have a chance to have one of our managers come out and assess the situation and provide a higher level of care.  I would do this at absolutely no extra charge and see if we can get things on track for you.  Please let men know if we can do that for you.

  Sincerely,

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

  Customer Answer

  Date: 10/15/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Alicia from your office had wrong information about our conversation, *** ******. She indicated an amount due that would terminate the contract, which is not what we talked about. She also changed the date for *** to come out to my house 3 times. 

  Once again, it seems your company says one thing, and does another.

  I would rather end this.

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/22/2024

  I apologize for the miscommunication.  Per your original request, I will terminate the contract and waive all cancellation fees.  The account is now closed and no additional payments are due.

• Initial Complaint

  Date:09/26/2024

  Type:Order 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.

  A short causacin guy came to my home and I agreed to only 3 visits by Preventative Pest Control. They never gave me a copy of my contract, the guy was suppose to email it to me, he never did. Now they are trying to falsify and forged a document, that I never signed and never agreed to 12 months, Never. I can buy a bug spray for $10 at Home depot. They sent me an electronic copy for 12 months, but I never gave permission for 12 months. I have been calling them to ask them to stop but they keep saying I have a contract. The picture they sent of the contract was not the caucasain man.
  I want out of the false, forged contract, they keep extending without my permissoin and falsifying, and they claim they are going to add a fee to cancel and send to the credit bureau. Why?

  Business Response

  Date: 09/26/2024

  Hello *******.  It appears that per your request, the contract was cancelled earlier today and the early termination fee was waived.  I have attached a copy of the original service agreement.  Please let me know if i can be of further assistance.

   

• Initial Complaint

  Date:04/25/2024

  Type:Billing 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.

  Salesmen lied to me and switched contacts from quarterly to monthly without my knowledge resulting in more charges than was foreclosed.

  Business Response

  Date: 04/26/2024

  Mr. *******,

  I sincerely apologize for the miscommunication that has occurred.  We make every attempt to be transparent in our pricing and our agreements with our clients.  For this reason, our technicians will always review the most salient points of the service agreement to make sure all parties are on the same page prior to engaging in service.  I am attaching both the document that was sent by the sales person as well as the supplemental document that was completed (on paper) with the technician prior to service.  Please review these documents and compare to your records.  Both documents indicate that billing will happen on a monthly basis (this allows us to spread the payments out to a monthly frequency rather than quarterly in order to be more budget friendly)

  At this point, we have not yet executed the weed control portion of the service that you agreed to due to the high winds we have been experiencing.  If you would like to cancel the agreement without getting the weeds serviced, I can refund $360.38 of the cancellation fee.  If this would be an acceptable compromise to you, please let me know.  We will not proceed with any services until i hear back from you.

  Customer Answer

  Date: 04/29/2024

  If we may proceed with your refund stated and close this out that will be satisfactory

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/25/2023

  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.

  On July 22nd a salesperson from Preventive Pest Control Las Cruces came to my home and offered services. Salesman stated that there would be no monthly fee as it’s a service you call for whenever you need it and pay for eveytime service is done. Not only was the service not effective when I tried to get in contact with them the number always showed as “not available”. I tried the website and same thing “website does not exist”. I had no way of contacting them to redo the job. So I let It go and decided to not get services with them again. However I noticed my card was being charged 2 times unauthorized on 8/22/23 and 9/22/23. A portal was provided and I was enrolled in autopay without consent. So I removed the autopsy and tried to reach out again. The same thing as lastime happened “website not supported”, no phone calls were answered, and no emails I had sent out previously or currently were answered. I contacted my bank and filed a dispute. However it’s still pending. I did not authorize for this company to enroll me in autopay or save my card information. Which they did. And for services I did not receive since they stated it’s a month to month service. I want to contact them to get a refund for 2 unauthorized transactions but I can’t seem to get ahold of them in any way. Not emails, phone calls or website ($75.76 each)

  Business Response

  Date: 09/25/2023

  Ms. ******,

  I am sorry to hear about your experience.  This is certainly not the experience we would want our customers to have.

  I'm not sure why you weren't able to reach out to us through phone or email.  I checked the phone number and website immediately upon receiving this message, and they are indeed working.  I'm not sure what happened.

  I think there may have been a misunderstanding about the type of service that you signed up for.  The service is a monthly subscription that entails a monthly charge, and service as often as you need that, whether that be several times in a month, or perhaps once every few months.  If we don't hear from you for a three month period, we would reach out to schedule a preventive service just to make sure that were stay ahead of problems.

  I've attached a copy of the agreement.  Please let me know if we can reconcile this issue and continue to provide service.  The number that is published and reference in your screenshots, ************ goes straight to our customer service center, and they can set up service for you at any time.

  Thank you,

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