Complaints

This profile includes complaints for Urbanex Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Urbanex Pest Control

  230 Great Circle Road, Ste 210 Nashville, TN 37228

  
• 

  Urbanex Pest Control

  1706 Louisville Dr STE B Knoxville, TN 37921-7103

  
• 

  Urbanex Pest Control

  2210 Page Rd Ste 103 Durham, NC 27703-5949

  
• 

  Urbanex Pest Control

  3104 Cherry Palm Dr Ste 240 Tampa, FL 33619

  
• 

  Urbanex Pro

  2244 NW Pkwy Ste D Marietta, GA 30067

  

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:07/23/2025

  Type:Sales and Advertising 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.

  May thru July 2025 Shoddy business practices Elder abuse

  Customer Answer

  Date: 07/23/2025

  I tried to zip and attach these but they are too big.  I have a recorded conversation of the Urbanex person telling me I was getting a refund, admitting there are problems in the business and also saying that the service was botched and that they fired a person over it.  Please paste the links below into any browser to review them.

   

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

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

  Customer Answer

  Date: 07/25/2025

  Today I found that they are trying to charge me ****** for a cancellation fee.  I was told in person verbally, and I have that recorded, that the cancellation fee would be waived.  When I finally got them to cancel my account ]this took over a month] I received the cancellation email that said a ****** fee would charged IF APPLICABLE--it is NOT applicable in this case and why I was charged ****** is befuddling.  They seem to do what they want.  I will not pay this amount and I am still waiting for my ****** refund for the bad/incomplete June service.  See attachments supporting this extra information.

  Customer Answer

  Date: 07/25/2025

  Here is the invoice they attached for the cancellation fee.  

  Customer Answer

  Date: 07/25/2025

  **** from the branch office in ******* just called and was apologetic about this.  He said that he would refund my $ and also refund the cancellation fee that I was charged.  He did this all while we spoke.  He was kind and professional and still wants a chance to keep us as customers.  I told him that I would  have to let him know.  He asked if I would consider taking down the bad reviews or at least leaving a good review for him.  I told him I would consider it.  

  Just wanted to update the file with these notes.

  

  Business Response

  Date: 07/25/2025

  Thank you for your detailed feedback. We sincerely apologize for the frustration, confusion, and lack of follow-through you experienced during your time with Urbanex. Weve thoroughly reviewed your account, spoken with the local team, and want to provide a clear and respectful response to your concerns. We want to confirm that your account has been fully canceled and that you will not be charged any cancellation fee. Your account now reflects a $0 balance and is completely closed.
  We understand this experience caused you stress, and for that we are truly sorry. We have honored the commitment made by our technician at the time of reservice, that your account would be closed with no further financial obligation to you.
  We understand you're requesting a refund of $189. While we do offer a satisfaction guarantee, it is tied specifically to performing up to three free reservices for the same pest issue between visits. In this case, after your concerns were escalated, we sent a lead technician back to address the missed service and complete a thorough reservice.
  You canceled the agreement shortly after that reservice was completed, before we could conduct further follow-up or repeat visits to ensure resolution. Based on our service policy and contract, a refund would not apply once service is rendered, as follow-up options were declined. However, again, we have opted not to pursue any cancellation fees due to the nature of the situation. Its clear that there were several communication issues, from delayed follow-ups to confusing or conflicting messages between technicians, local management, and the support team. We acknowledge and take responsibility for this breakdown for this we sincerely apologize for the frustration and inconvenience youve experienced. Your concerns were valid, and we acknowledge the missteps in communication and service delivery. Your experience has been escalated to our senior leadership team, and your feedback is being used to improve training, internal communication, and customer accountability protocols.
  We also regret if the tone or behavior of anyone you interacted with felt dismissive or unprofessional. That is not the standard we expect from our team, and we sincerely apologize if you were made to feel unheard or disrespected. While we are unable to issue a refund based on the structure of our service guarantee and the timing of your cancellation, we hope that the following steps reflect our sincere effort to make this right:
  Your account has been closed with no further obligation
  All cancellation fees have been waived
  Additional equipment has been ordered to resolve the issue you identified so it does not happen to anyone else! Your feedback has been shared directly with local and regional leadership for quality assurance. We are truly sorry this was your experience with Urbanex, and we appreciate you bringing these concerns to light. 

  

  Business Response

  Date: 07/25/2025

  Branch manager Spoke with ***** regarding her recent concerns. After reviewing the situation, It was decided to refund the most recent service of $189 and waive the cancellation fee. While the pest issue was ultimately resolved, its clear the customer did not receive the standard of service or communication we aim to provide. Additionally, the technician had offered a refund during the visit, and we are honoring that commitment. This resolution was made in the spirit of doing right by the customer and upholding our service values.
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23640401
  
  I am rejecting this response because:

  I had a conversation with **** this morning--he said I WOULD be getting a refund.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/25/2025

  Yes, Branch manager reached out and spoke with you later this morning, regarding your recent concerns. After reviewing the situation, It was decided to refund the most recent service of $189 and waive the cancellation fee. While the pest issue was ultimately resolved, it's clear you the customer did not receive the standard of service or communication we aim to provide. Additionally, the technician had offered a refund during the visit, and we are honoring that commitment. This resolution was made in the spirit of doing right by the customer and upholding our service values! 

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23640401
  
  I am rejecting this response because earlier today after speaking with **** my account showed a 0.00 balance due.

  He told me the refund would happen and I'd see the amount in my account in 5-7 days. 

  I just got the attached email from Urbanex saying that they refunded the ****** but that I still have a balance due of ******... 

  This is not correct and reeks of the fraudulent practices I have been seeing all around.
  See attached.

  How can I go from having a 0 balance to getting refund and having an outstanding balance of ******????

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/25/2025

  Yes you are correct the refund was done, and you will see the amount in my account in 5-7 business days. The Balance on your account is set to zero, when refunding it automatically adds that price back on as Due which we then credited that amount for you. I uploaded the balance of 0 for you here and confirmed with the ** you have been working with it is at 0 balance!

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The response adds more examples of the companies lack of organization and communication.  It's odd that the balance went to 0.00 only after I rejected the response. 

  I urge the BBB to lower the rating on this business. They seem to know how to play the game and will do 'anything' to hold on to their A+ rating so that they can continue their shoddy business practices.

  The ** did offer to make this right and offered to waive an early termination fee if we did decide to stay with them; he also asked if I could consider taking down my negative reviews. We were considering that until we read the nasty response above where Urbanex once again shows their true colors.

  The BM was the only person who seemed professional and knowledgeable; 1 in 10  = bad odds.  We will not do business with them again and I have alerted my neighborhood community as well.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/03/2025

  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.

  I talked with owner of the company the day I signed up. I told him I was starting a business up, and I could not commit to anything long term. He stated that it was ok I could cancel anytime. He even offered ti refer me business if he could. When I called to cancel they are charging $250. The sole reason I agreed to take this on was to help him start his business, and I could cancel anytime or I would have simply said no thank you. The service was good even was planning to refer my mom. I would just like to go back to status quo canceled service without paying the $250.

  

  Business Response

  Date: 07/08/2025

  Thank you for your feedback. Were glad to hear you were pleased with the services you had and truly appreciate your willing to refer Urbanex from the beginning.
  At the time of sign-up, your account was set up under our standard one-year service agreement, which includes an early termination fee as part of the promotional pricing offered of $250 off the initial service. A copy of this signed agreement was sent to the email address provided for your records, a cancellation within the first year does carry an early termination fee due to that promotional pricing. Additionally, per your request, your account was placed on a monthly billing cycle. This is to allow you to make smaller, more manageable payments each month instead of being billed in full after each service. We did receive your cancellation request approximately three months after your initial service. While we do offer a three-day ***** period from the date of that first treatment for cancellations without penalty, requests made after that period are subject to the terms of the signed agreement, including the cancellation fee.
  We understand that plans can change, while the contract includes a cancellation fee due to the initial promotional discount, you are welcome to cancel your service at any time. At this time, we have placed your account on hold to ensure that no further appointments are scheduled. However, the cancellation fee remains part of our policy and contractual terms. If you have any further questions or would like to proceed, were happy to assist. Thank you again for the opportunity to respond, we wish you and your business continued success!

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23552812
  
  I am rejecting this response because the man who stood outside my window did not state anything about a cancellation policy. I specifically told him that I was starting up a business and monthly costs might be an odor goe me. He said well dont worry you can cancel at any time. He did NOT say you can cancel anything and $250 will be billed to you. The formation of this contract was oral. The $250 cancellation was a material fact. Had I know this very essential piece I would not have agreed to help him to jump start his business. Every business must be responsible for the statements or misrepresentations made by the agent, as well as any failure to provide material facts regarding the agreement. Your agent failed to mention a material fact. When I agreed to enter into this contract, I justifiable relied on the fact that I click cancel at any time. The incident is a disservice to the nature of doing business. I do not want others to be harmed by situations such as these. Your corporation is the principal for the agent and therefore must be held responsible for any statements, misstatements, or failure to provide material facts that affect the contact formation. 
  
  Sincerely,
  
  ******* Driver ******

  

  Business Response

  Date: 07/16/2025

  Thank you for taking the time to share your concerns regarding your experience with Urbanex Pest Control. We sincerely apologize for any frustration or confusion surrounding your service agreement and cancellation terms. After reviewing your account, we found no notes indicating that a cancellation fee would be waived. However, we do see a documented note about placing your initial service payment on hold until April 16, along with a monthly payment plan set up for the 16th of each month. Normally, our *************** is priced at $300. As part of a promotional offer, we discounted $250 from that cost, reducing your initial service fee to just $50. This was arranged specifically to help accommodate your situation at the time.
  At Urbanex, we strive to ensure that all service agreements, including any associated cancellation fees, are clearly communicated both verbally and in writing. Our standard process involves presenting customers with a written agreement outlining service details to the email on file provided saying, "CANCELLATION - You, the customer, may cancel this transaction without penalty anytime PRIOR to midnight of the third business day after the date of this transaction by speaking with an Urbanex Richmond Account Manager. If for any reason, at any time, the contract is cancelled before its completion and the initial service has been performed, the customer agrees to pay
  the full initial service charge (including any initial service discounts originally provided as part of the contract) or a $150 early termination fee, whichever is greater. This contract may only be
  cancelled by verbally communicating with an Urbanex Richmond Account Manager; written communication such as email, text message, or letter will not be accepted as a request to cancel
  service."  This is part of the terms designed to cover initial setup and discounted services provided at the start of the agreement. To help cover the costs associated with providing this discounted service upfront, our agreement includes an early cancellation fee of $250 if services are discontinued before the contract term is completed. This policy is stated in the service agreement, and we strive to ensure it is communicated clearly both verbally and in writing.  
  While we cannot waive the cancellation fee due to company policy, we do understand there may have been miscommunication during the initial interaction. That is why we ensure all customers receive a written agreement via email, which in this case has been viewed multiple times. We take such feedback seriously and are committed to continuously improving our training and service standards, not only by providing written agreements via email but also by ensuring our team communicates all terms clearly and thoroughly in person. Our goal is always full understanding and transparency for every customer. We value your time and we value the opportunity to clarify on this situation. 

  

  Business Response

  Date: 07/16/2025

  Thank you for taking the time to share your concerns regarding your experience with Urbanex Pest Control. We sincerely apologize for any frustration or confusion surrounding your service agreement and cancellation terms. After reviewing your account, we found no notes indicating that a cancellation fee would be waived. However, we do see a documented note about placing your initial service payment on hold until April 16, along with a monthly payment plan set up for the 16th of each month. Normally, our *************** is priced at $300. As part of a promotional offer, we discounted $250 from that cost, reducing your initial service fee to just $50. This was arranged specifically to help accommodate your situation at the time.
  At Urbanex, we strive to ensure that all service agreements, including any associated cancellation fees, are clearly communicated both verbally and in writing. Our standard process involves presenting customers with a written agreement outlining service details to the email on file provided saying, "CANCELLATION - You, the customer, may cancel this transaction without penalty anytime PRIOR to midnight of the third business day after the date of this transaction by speaking with an Urbanex Richmond Account Manager. If for any reason, at any time, the contract is cancelled before its completion and the initial service has been performed, the customer agrees to pay
  the full initial service charge (including any initial service discounts originally provided as part of the contract) or a $150 early termination fee, whichever is greater. This contract may only be
  cancelled by verbally communicating with an Urbanex Richmond Account Manager; written communication such as email, text message, or letter will not be accepted as a request to cancel
  service."  This is part of the terms designed to cover initial setup and discounted services provided at the start of the agreement. To help cover the costs associated with providing this discounted service upfront, our agreement includes an early cancellation fee of $250 if services are discontinued before the contract term is completed. This policy is stated in the service agreement, and we strive to ensure it is communicated clearly both verbally and in writing.  
  While we cannot waive the cancellation fee due to company policy, we do understand there may have been miscommunication during the initial interaction. That is why we ensure all customers receive a written agreement via email, which in this case has been viewed multiple times. We take such feedback seriously and are committed to continuously improving our training and service standards, not only by providing written agreements via email but also by ensuring our team communicates all terms clearly and thoroughly in person. Our goal is always full understanding and transparency for every customer. We value your time and we value the opportunity to clarify on this situation. 

  Customer Answer

  Date: 07/26/2025

  I have responded. Please do not close the request. What else do you need from me? 

• Initial Complaint

  Date:07/01/2025

  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.

  On 6/25/25, I was notified about a treatment to my property for 6/27. On the same day within an hour I responded that Friday I would not be home and to reschedule for Tuesday 7/1. I got a response that they have rescheduled me for Tuesday, 7/1. My account was debited for $160 on 6/27. They said they came on 6/27. I was not home to verify what was completed and they did not have access to get in my home, but they are charging me. I called the office to inquire about the charges, on 7/1 and I was told that they had a mix up in their office and could send someone the following week to service me. I refused this offer. I wanted my $160 back since they were not supposed to come on 6/27. The Representative said they could not refund me but could send someone to complete my service for free. I declined because they did not follow my reschechule. I told her to cancel my service with Urbanex. She said I would be charged $175 for a cancellation fee. That's $335 that they want to bill me. I told her no, because it is their issue. When I was sold this service I was told that the charge would be quarterly for $165 payment each quarter. I would not have accepted if it was a charge again within 30 days. I did mention that this was a charge that I really could not afford the service, but every 3 months, I might be able to do it.

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention. Were very sorry to hear about the confusion and frustration you experienced regarding your recent service and billing. After reviewing your account, our records show that your service was originally scheduled for 6/27/25 and, while we received your request on 6/27 to reschedule to 7/1, it appears there was an internal miscommunication and your service was still completed on the original date. We sincerely apologize for that scheduling error and any inconvenience it caused. Our technicians are trained to treat the exterior of the home even if no one is present, which is a standard part of our quarterly service model. Based on GPS logs and service notes, our technician performed an exterior service on 6/27. This was sent to the email you provided in your account to view. However, we fully understand your frustration, especially given that you had requested to move the appointment and were not present to confirm the treatment. 
  Regarding billing: Your account was enrolled in a quarterly service plan that includes one treatment every three months for $160, This signed agreement was sent to the email you provided. This does include both the initial and followed by a Back-to-Back (B2B) service approximately 30 days later. This second visit is critical in disrupting the pest's life cycle, as many pests lay eggs that are not affected by initial treatments. The B2B treatment is designed to catch newly hatched pests and reinforce the protective barrier around your home. We apologize if there was any miscommunication during the sales process regarding the frequency or billing timeline. It is always our intention to be as transparent as possible during the sign-up process. A signed copy of the service agreement is sent to the email address provided at the time of enrollment to ensure you have full access to the terms and details of your service. 
  While we are unable to issue a refund for the completed service, we did offer to return to complete your garage interior treatment at no additional cost in accordance with our satisfaction guarantee, which still stands. We offer free reservices as needed in between your paid visits. We also understand that youve chosen to cancel your service and that a cancellation fee applies under the signed agreement. We understand your concern here and our account management team is available to discuss any remaining questions or solutions if youd like to connect again. We connected with our internal team to review the circumstances surrounding the missed rescheduled appointment. Your feedback is extremely valuable, and we are using it to identify where our communication and scheduling process fell short. Our goal is to ensure that similar issues do not occur moving forward and that we continue to improve the overall customer experience. 

• Initial Complaint

  Date:06/30/2025

  Type:Order 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.

  On June 30, 2025, sales ***resentatives of this company were performing door to door sales. They happened upon my mother in laws home. She is over **************************************************** the services provided by Urbanex, she informed the *** that her husband was not availble and that she does not want to have them provide pest control. At that time, *** and his associate walked away as if they were leaving the property. My mother in law just happened to let her dogs out shortly after and, to her surprise, *** and his associate were in her GATED back yard. She was very startled and confused as to why these two people were on her property. They said they wanted to look around to give a quote to her husband. I proceded to find the contact number for the company and complain. *** called me and I had a 3 way conversation with him, my mother in law and myself. When I asked if he had permission to enter the gated property, he said yes. My mother in law exclaimed that he did not! He went on to say that she did give her permission and she again stated, no! I asked him if she was being dishonest and he said, yes. Before the conversation could continue, he disconnected the call. I am in the process of filing a complaint with the ******** for intimidating sales practices against the elderly. There is 100% NO reason for a company to tresspass on to private property after being told that the resident does NOT want services from them! This is especially true when the property is gated! After reviewing the company online, this is not the 1st time this type of issue has been recorded. She is scared that the company will retaliate against this complaint. Tresspassing on to an elderly persons property to intimidate them into doing business is beyond scary and is completely unethical! I have reached out to the corporate office in hopes that I can get my concerns heard by someone higher than ***, the Sales Manager. If this is how their associates are trained, it is wrong!!!

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing these concerns to our attention. We take situations like this very seriously and want to assure you that we are committed to conducting ourselves with professionalism, respect, and full adherence to ethical and legal standards at all times. We have reviewed the incident reported involving our representatives on June 30, 2025, and we sincerely regret that your mother-in-law was made to feel uncomfortable during the interaction. 
  Our representative, was conducting a routine inspection to provide a quote for your mother-in-laws husband. Our representative stated that he remained nearby to conduct a visual inspection for the purpose of preparing a quote, as he believed there was interest expressed in having someone return to speak with the husband. However, its clear that there was a misunderstanding about permission to enter the gated area, and for that we are truly sorry. Regardless of intent, we understand how unsettling that moment must have been, especially for your mother-in-law. While his intent was never to cause fear or discomfort, we absolutely acknowledge that all gated property must be treated with the utmost respect, and verbal or perceived permissions must always be clear and explicit. We understand this entry into the gated area may not have been clearly communicated or perceived as authorized, and for that we are sincerely sorry. We take allegations of trespassing and miscommunication very seriously. Weve elevated this report to our leadership and training teams to ensure our representatives are adhering to respectful boundaries and verifying consent, especially in sensitive or private situations. 
  The most troubling aspect of the phone call was when your mother-in-laws account was contradicted, which understandably caused distress. We strive to ensure every conversation is handled with professionalism and care, especially when accounts differ, and we will be providing additional training to ensure that all future interactions reflect our values of understanding and respect.  We apologize that the conversation was abruptly ended. While we cannot speculate on the nature of the disconnection, we understand how this appeared and acknowledge that follow-through is essential. A proper resolution should have been offered, and we regret that the experience left you feeling unheard.  
  Please rest assured that Urbanex has strict non-retaliation policies, we do not engage in or tolerate any form of harassment or intimidation. If you or your family experience any additional concern, we encourage you to reach out directly to our corporate office, where a senior manager will gladly follow up to ensure your concerns are addressed promptly and respectfully. We sincerely apologize for the distress this has caused and are grateful you brought this to our attention. Your feedback is invaluable in helping us improve how we serve and interact with our communities. Our goal is always to build trust and provide value, not to create discomfort. Thank you again for allowing us the opportunity to respond and improve. 
  

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and accept their response. Hopefully this type of aggressive sales technique is stopped immediately. Although the answer is officially "accepted", based on myvreview of  complaints which are of similar nature, I fear that it may only be lip service used by the corporate office team used to close the case. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:06/24/2025

  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.

  On or about 11 June, a solicitor enter the driveway of my residence and stayed for about and hour we finally agreed to obtain the service (pest control) with the agreement of initial ****** and monthly $53.00, with NO termination fee. He was there so long because we didnt agree on the ****** termination fee he repeatedly called his supervisor and finally came back and said they agreed to waive the ****** early termination fee. Nothing went right from the start, I looked at the bill and I was charged $140.00, then only the front outside of the home was treated. The inside and the rear still needed to be serviced. After calling several times we finally got someone to come out on the 20th, The 2nd tech arrived and ask why he was here. I politely told him he was here to complete the initial service which included the interior and rear yard and house. He contacted his supervisor and proceeded reluctantly into the house and my husband accompanied him as he apathetically sprayed here and there. Someone else arrived to complete the outside rear. I had several question about the areas he refused to spray(under the kitchen sink) and was told the liquid was too toxic to spray there and would violate company policy. After not getting anywhere the two gentlemen left and my husband and I decided to cancel the service due to it not being what we were told it would be and horrible customer service and no resolve when speaking with the Austin/ Cedar Park manager ***. *** agreed with everything we spoke about and told me the sales representative didnt have the authority to waive the early termination fee. That was the only reason we agreed to the service. When asked if he could contact the representative and clear it up between the two he stated he would talk to him but I needed to pay the early termination fee. Everything we were told was a lie. If you look at the original invoice the total is ****** taxes were waived, then we were charged ******. Just Fraudulent period.

  

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and dissatisfaction youve experienced, and we appreciate the opportunity to address your concerns in full. We understand that your decision to move forward with service on June 11 was based on verbal discussions regarding pricing and cancellation terms. Our records show that the signed agreement, which was sent to the email address you provided on the account, included an initial treatment charge of $130.00 (plus tax) and clearly noted the standard early termination fee, which is required for promotional offers.
  Unfortunately, we do not have any documentation indicating that this fee was formally waived, nor was this communicated to our office by the sales representative. Your concerns were escalated to our leadership team for review, but they confirmed that the early termination fee could not be waived, as it is part of our written policy and required for contract compliance. That said, per company policy, cancellations submitted within the first three (3) days of signing the agreement are exempt from the termination fee.
  Regarding billing, the total charge of $140.73 for your initial service reflects the agreed-upon $130.00 base rate plus applicable sales tax. While your invoice may reflect $130.00 in service charges, tax is required by law and cannot be waived.
  Your feedback regarding the initial service is valid. The visit on June 11 included treatment of the front exterior only, and we agree the full treatmentincluding the interior and rear yardshould have been completed at that time.
  At the time of service, notes were added to your account indicating that the interior treatment would be completed during the next visitthe B2B (back-to-back) service scheduled within 30 days. You also requested a 30-minute call-ahead (or one hour if possible), which was documented accordingly.
  In response to your concerns and to accommodate the reported increase in pest activity, we scheduled and completed a free reservice within 18 days, on June 20, to perform the interior treatment ahead of the B2B cycle. This was provided at no additional cost as part of our satisfaction guarantee.
  We regret that the experience did not meet your expectations. Weve noted your concerns regarding technician demeanor and are using this feedback internally for training and quality control.
  In addition, our team offered to assign manager-only treatments and provide another follow-up at no charge in an effort to resolve your concerns and retain your business. We understand that you ultimately chose to cancel service, and we respect that decision.
  Regarding the technicians decision not to spray under the kitchen sink: this was in accordance with *** label guidelines and company policy. For safety reasons, our technicians do not apply products in areas where household cleaners or chemicals are stored, to avoid the risk of chemical interaction or contamination.
  We understand this experience did not meet your expectations and regret any miscommunication or frustration caused. Additionally, as services were completed, including the initial treatment and a follow-up interior reservice within 18 days. While we are unable to waive the early termination fee or refund charges for completed services, we appreciate feedback like this, as it helps us identify where we can grow and improve both our service and communication.
  
  
  

  Customer Answer

  Date: 06/26/2025

  You should be able to return the entire payment as the service was horrible and you are a fraudulent company *** read several reviews now and you continue to do this to your customers. You should be a shame to continue as you havent learned anything. I read over a year of you scamming customers. ************************** recalculate the rating of this business. 

• Initial Complaint

  Date:06/23/2025

  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.

  I've had urbanex for months and I tried to cancel a few months ago and the brand from ** said I couldn't cancel without paying a fee. Said there was a clause that if I requested service 3 times or more within a billing period but it never worked out. I just want out of my contact id like to just cancel my card account is set up with

  

  Business Response

  Date: 06/25/2025

  Thank you for sharing your feedback. Were sorry to hear that your experience with our service has not met your expectations, and we appreciate the opportunity to clarify the situation and our policies. Our records show that your account was set up under a standard one-year service agreement, which includes an early termination fee as part of the terms associated with promotional pricing. This policy is clearly outlined in the signed agreement and applies consistently regardless of service location.
  Urbanex offers a satisfaction guarantee, which includes free reservices if issues persist between regularly scheduled treatments. As stated in your agreement:
  If after two free re-treatments for the same issue and between two regularly paid scheduled visits we have not solved the problem, Urbanex will refund or apply an account credit equal to the full cost of your previous service and provide a third free re-treatment.
  Urbanex only completed one retreatment following your initial service, and then one retreatment after your second paid service, known as the back-to-back treatment. One retreatment between services does not qualify for the money back guarantee in the agreement that was signed. This guarantee is included in the agreement that was sent to the email address on file when the account was created. Your concern was escalated to our account management team following a phone call with you, where your billing, quarterly service frequency, and refund request were reviewed in detail. A representative provided you with a full breakdown of: ************ cycle and billing structure, your eligibility for free reservices, and the application of the satisfaction guarantee as stated in your contract. 
  During one of the follow-up reservices, our technician spoke with someone at the residence who shared that the dishwasher had been out of order and could not be repaired by maintenance. Upon inspection, the technician noted visible residue inside the unit, creating conditions that could support ongoing pest activity. Our technician explained that, even if the appliance is no longer functional, it must still be kept clean to help prevent pests from harboring in those areas. The individual acknowledged this and noted that activity had decreased since the prior visit, though some presence remained. Due to these environmental conditions and the nature of the issue, we also recommended modifying or changing the current service plan to include a more specialized treatment option of the specific pest you are dealing with.
  In response to your concerns, Urbanex completed a targeted reservice at no additional cost, focusing on the impacted areas as part of our commitment to service. While we are unable to offer a refund due to the services being performed in accordance with the signed agreement, we remain committed to transparency of the cancellation fee. Your feedback has been shared internally and will continue to guide improvements in both communication and service delivery.
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  This guy was on are street for 9 hours trying to sell pest control services, they did absolutely nothing on first visit which was that day. We have more ants and bugs now then we ever had, they then charged my card another $53 for services that had not been performed, then tried to to make an appt for the 5th, which i canceled on Monday. Today he text and just showed up, we had to threaten t9 call the police. Very stressful encounter and it's no doubt a pyramid scheme, we do not want them back at our house.

  

  Business Response

  Date: 06/12/2025

  I understand your concern about having young adults in the neighborhood for most of the day, and I assure you they were hard at work advocating others in your community to have the bug free lifestyle they deserve by signing up with Urbanex! We actually encourage college students to join our summer sales program. Its a great way for them to earn money for college and learn valuable skills they can continue to use throughout their lives. We have several who have pretty much paid their way through college working for us during the summer. Some of them have even stayed on with us after school and have successful careers with us!
   Im truly sorry to hear that youve been seeing more ants and bugs since the initial visit, while some increase in activity is expected as pests are pushed out of hiding, we also understand that what you're experiencing feels beyond what's typical. This is actually one of the best things about Urbanex, we know bugs happen, and we honor our promise to provide a bug free lifestyle by providing complimentary reservices between your regular appointments any time you're having an issue. Upon further review of your account, it doesn't look like you were able to take advantage of this perk before canceling. Your bug problem is our priority, until it's no longer your problem! We just need you to communicate any issues you're having so we can get someone out to you as quickly as the next day. 
   I do understand your concern that the technician showed up at your home even though you contacted the office and requested to cancel your 6/5/25 appointment. It looks like this was an office error on our end, and in our effort to convey to you the importance of staying on schedule for your back to back, we forgot to let the technician know you'd asked to cancel the appointment. I see how this could feel pushy and why you felt the need to contact authorities. I do assure you it was a well-intended mistake, and we have already reviewed this training opportunity with our team members to ensure it doesn't happen again. 
   The next concern I'd like to address is the $53.00 charge you mentioned. This charge on 6/2/25 was refunded directly to your bank account on 6/6/25. Although you noted that the card had been stopped and destroyed, the refund was still processed because the bank account associated with that card was still active. You confirmed during our phone call that this method of refund would be acceptable.
  In addition to that, we applied a $53 credit to your Urbanex account, which brought your balance to zero since no service was completed at your property for June. Your account was originally set up on a monthly payment arrangement, as you can see in your signed customer agreement, that you opted to pay $53.00 each month for 12 months, instead of paying $159.00 after each service was completed, approximately every 90 days. Please know billing preferences can be updated at any time during your agreement with Urbanex. 
   Regarding the $200 cancellation fee to close your account, we confirmed on the phone that we are currently unable to process it because there is no active bank account on file. You acknowledged this and agreed that you would need to provide your routing and account number to complete the payment from cancellation.
  We also reviewed our collections process together. As explained, if the balance is not paid within 60 days, the account may be forwarded to collections. You acknowledged this policy and stated that you are unable to make the payment right now but understood the timeline and the importance of resolving it within the given period.
  If you have any questions or if you're ready to provide payment details before the 60-day window closes, please dont hesitate to reach out. We're here to support you however we can.
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23430321
  
  I am rejecting this response because:
  They were only at my house for 20 minutes, they ask for a immediate review twice right after they finished there 20 minute service call. We told two different times we cannot give you a rating because you did nothing and we would have to wait until we saw progress with there company. No one ever told us they're was a cancelation charge. It took me over a month for someone to call us again if you had answered before them you would have known we weren't happy with the service and we didn't want yall back. They started texting saying a technician was coming I cancel the first one, they rescheduled without notifying us, and the guy showed up. We had to threaten calling the police. They hope they can do it while your not home so you owe them for serice.service. they billed us 53 before they even came out. They did return the $53, but I had to dispute the 115 they charged on June 1st. It is not settled yet. If my bank gives them the $155 back, this will escalate to the next level. This company is a joke, and there salesman are unprofessional and do not explain to you what your signing on a stupid cell phone. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/20/2025

  We would like to address each concern in your recent statement: 
   Our technician completed the initial treatment during a standard service window from 5:51 PM to 6:18 PM on May 1, 2025. Following the visit, we requested feedback, not to pressure, but to give you an opportunity to share your experience and ensure your voice was heard. We understand your decision to wait for visible results before providing feedback; however, we did not receive any communication or concerns following the visit. Had we been made aware, we would have gladly scheduled a complimentary reservice to ensure the treatment met your expectations. 
  At the time of sign-up, the service agreement, including details on cancellation fee and monthly payment plan set up, was sent to your email. We understand that digital agreements can sometimes feel rushed, and we are continually working to enhance clarity in our process, Sending the agreement to the email you provide to add that level of clarity. That said, we are obligated to honor the terms outlined and acknowledged in the signed agreement. 
  Upon your cancellation, we immediately respected your decision. However, due to the automated nature of our service scheduling outlined in your agreement, a technician was still dispatched. We promptly refunded the $53 payment plan that was set up to come out monthly, to ensure you were not charged for a service you did not intend to receive when canceling the subscription. 
  The only remaining charge on the account is the initial service fee of $115 from May 1, 2025. We also waived the $200 cancellation fee, further demonstrating our intent to resolve this amicably and fairly. 
  We understand that this situation has been frustrating, and while we regret that your experience did not align with your expectations, we have taken every step possible to address your concerns fairly and within the terms of the agreement while waiving any cancellation fee. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23430321
  
  I am rejecting this response because:
  again it's not true, 5 phone calls made to Urbanex starting the very next day after the first "treatment" held for 30 minutes each time. Almost 3 hours of my l8fe trying to cancel this unprofessional group of professional scammers. You ask for a review 3 times after the first treatment which you yourself agreeded they were only there like 25 minutes, sitting in the truck the majority of the time. I am not going to be satisfied until my bank dispute of $115 is cleared. This company did nothing to my house inside or outside in the 25 minutes they claimed to be working, knocked down two cobwebs on front porch. I was never told there was a cancelation fee. Very high pressure sales kid who said he gave us his personal number if we needed help, huge lie it rings to the ********** AL office which only has one woman answering the phone. This is a pyramid scheme and they are scammers.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/05/2025

  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.

  Urbanex attempted to rip me off and cost me my mortgage in the process. I paid urbanex for a termite inspection required for a VA mortgage. They found no termites of course, but in an attempt to upsell me, they claim to have found water damage and made recommendations for termite control. I contacted them, and content that they got there said I would have to take them to court. No one could show me water damage. The appraiser was there two days prior and reported no water damage. I could find no water damage. I dont know what qualifies them to assess or even identify water damage. They lied about several things on the document as well, claiming that my basement ceiling was inaccessible due to it being a solid ceiling when it is in fact a drop ceiling, and claiming my attic was inaccessible to name a few. Completely unacceptable and I am sorry for anyone who pays them money for any service. Considering the money this is keeping me from I may also take them up on their suggestion and seek legal remedies.

  

  Business Response

  Date: 06/13/2025

  At Urbanex, we are committed to providing honest, professional, and transparent service, especially when working with customers navigating sensitive milestones like VA mortgage approvals. After reviewing the details and the attached inspection report, we would like to offer the following response.
  The customer scheduled a termite inspection with Urbanex on May 29, 2025. The inspection was completed by a licensed professional using the NPMA-33 form, which is the standard required for *** and VA loan processes. Our findings showed no visible evidence of wood-destroying insects, as noted in Section II of the report. However, based on visible signs observed during the inspection, our technician documented suspected water damage in the front-right walls of the home and made a professional recommendation for termite protection. This recommendation was not presented as a diagnosis or enforced as a required treatment. It was noted strictly due to standard industry practices requiring that conducive conditions for termites be disclosed, particularly when wood damage or excess moisture is observed. Urbanex did not pressure the customer into service or proceed with any treatment beyond the requested inspection.
  Regarding the dispute over the presence of water damage, we understand the customer and appraiser did not identify the same conditions. However, our technician followed required visual inspection protocol and noted suspected damage observed during the visit. We do not claim structural expertise beyond our licensed scope, which is why the NPMA-33 form specifically states this is not a structural or moisture assessment. The report advises that if buyers or lenders have concerns about reported conditions, they are encouraged to follow up with a qualified structural or moisture specialist. We regret that this recommendation may have contributed to confusion or concern during the customer's mortgage process.
  The customer also claimed that our inspection inaccurately described access to areas like the attic and basement ceiling. The inspection report notes the presence of obstructions such as fixed or suspended ceilings and stored items that limited access. These observations are consistent with national inspection protocols, which prioritize safety and accessibility at the time of inspection. For example, a drop ceiling can be considered limited access if its panels are not safely removable or if access is restricted by clutter, furniture, or risk of panel damage. Similarly, attic entries are occasionally deemed inaccessible if they are sealed, blocked, or otherwise unsafe to access. Our report accurately reflects what the technician encountered during the inspection timeframe.
  Lastly, we want to express empathy for the customers frustration and stress regarding the impact of this report on their VA mortgage process. Our intention was never to mislead, upsell, or create hardship. We understand how sensitive and time-critical mortgage approvals can be, and we deeply regret any impression that we were not operating in good faith. In an effort to resolve this matter, we are happy to offer a no-cost reinspection by a senior team member or coordinate with the ** or lender to clarify our findings. We want to ensure that all documentation is correct and the customer understands all findings documented on the complimentary re-inspection conducted with a senior team member, should they agree to this complimentary inspection. We hope this response clarifies our position and our sincere intention to resolve the issue in a professional and ethical manner.
  
  

  Customer Answer

  Date: 06/17/2025

   
  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 provided the company looks specifically at the area falsely reported as water damage, and when none is present, commits to amending the original letter with comments specifically addressing that they supervise the original inspector and that allegations of water damage and recommendations of termite remediation where written in error.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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.

  Company continues to harass despite no solicitation orders, signs, repetitive requests to the company, and has employees pretend to not understand signs. Pershing restraining order and further legal recourse.

  

  Business Response

  Date: 06/05/2025

  I do apologize that this individual is feeling harassed by door to door sales efforts in their neighborhood. I have reviewed our records of solicitation complaints in the area and do not see one from this individual. We always encourage anyone wanting to prevent door-to-door sales representatives to contact their county clerk to be put on their local No Solitation List that all door to door sales companies,  including ours, must abide by. Our sales representatives are trained to be persistent, and they are also trained to look for and respect no solicitation signs when doing their pre-knock home inspections. Any additional feedback you are will to provide would be beneficial as we continue to train and work with our team to improve the impact our team has on the community.
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23416157
  
  I am rejecting this response because:

  I do not for a moment believe the business is sincere. They have both ignored and pretended to not be able to read signs in the past, they have lied to myself and my neighbors, and all they have succeeded in doing is insuring that I will never use their company. Any future attempts at direct contact will result in being trespassed from my premises via local law enforcement. My HOA and local ******************* is aware of their repetitive harassment and are prepared for action.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/20/2025

  We sincerely apologize that you feel uncomfortable by our door-to-door sales efforts in their neighborhood. At Urbanex, we strive to maintain respectful and professional interactions with all members of the communities we serve.
  Upon reviewing our internal records, we did not locate a prior solicitation complaint from this individual. However, we want to make clear that we take all feedback seriously and are committed to continuously improving our outreach practices.
  For individuals who wish to prevent door-to-door solicitation, we recommend registering with their local or county No Solicitation list, which all licensed door-to-door sales organizations, including Urbanex, are required to honor.
  Our representatives are trained to be professionally persistent while also respecting clearly displayed "No Solicitation" signage during their pre-approach inspections. If this was not the case during any interaction, we deeply regret the oversight and are actively working with our team to ensure greater care and compliance in the field.
  We welcome any additional details the individual is willing to provide so we can investigate further and apply corrective training where needed. Our goal is always to be a positive presence in the communities we serve.

• Initial Complaint

  Date:05/29/2025

  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.

  ******* has not done service at my home man many times I am now moving and trying to cancel and they are chraging me a fee or determined to now do service which I have to pay for. I would just like to cancel without more service or charges.

  

  Business Response

  Date: 06/09/2025

  This customer signed up for ******************************************* on 6/21/25 and committed to allowing Urbanex to perform seven services at their home over the next twelve months. This customer did reach out to ********************** about having moved from their service address on 5/29/25. We completely understand that customers may move, and we offer a variety of easy solutions for this. Customers can take ********************** with them for free to their new home if they are moving within the service area, and if they are moving outside the service area, we ask them to provide proof of move to avoid early termination fees. Since this customer has only completed six of their seven services, we did request proof of move to avoid the previously agreed upon $175 early termination fee. The customer has not provided the change of address to Urbanex and has not contacted us since the conversation on 5/29/25. The customer can have their final service completed in June 2025, provide proof of move outside of our service area, or pay the early termination fee, as described in the service agreement this customer signed in 2024.