Additional Information for White Knight Pest Control

BBB files indicate that this business has a pattern of complaints concerning billing, service, and contract issues.  Specifically, consumers allege being billed for services not rendered, clarity of charges, and continuing to be charged after their contract was paid off or terminated.  Furthermore, consumers allege White Knight Pest Control failed to show up for scheduled services, pest control treatments do not work, Salesmen do not explain the terms of service, consumers also allege they were not provided with a contract nor signed a contract, difficulties canceling services, cancellation fees, misinformed of no fees. Consumers also allege difficulties scheduling appointments, White Knight Pest Control showing up for treatments unannounced or with minimal notification.

On October 6, 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.

On October 16, 2023, White Knight Pest Control replied to BBB's pattern of complaint concerns. 

White Knight responded the billing issues occur when a customer closes their account without a 30-day notice or prior to the end of their service agreement.  White Knight states their agreement states if a consumer closes their account before the end of the agreement, the customer will be responsible for the discount given on the initial service. The agreement also states a 30-day written notice is required when closing their account, the customer is responsible for the cost of any services scheduled within those 30 days; and is given the option to receive the service.  

Regarding BBB's concern to consumers alleging White Knight Pest Control failing to show up to scheduled services, White Knight responded there are times (occasionally), when technicians have emergencies, or their truck will break down.  White Knight will reach out to the consumer to reschedule when these occur.  White Knight Pest Control also has installed GPS tracking systems and cameras on all of their trucks so they can audit their technicians.

In response to pest control treatment effectiveness, White Knight Pest Control states all of their customers are provided with a service guarantee.  White Knight Pest Control will return and treat the issue as many times as needed at no additional charge to the customer.  White Knight Pest Control has also implemented a service called a Manager's Visit where an appointment can be scheduled for a manager to go to the home and assess the pest issue to determine if more frequent or another form of treatment is required. 

White Knight Pest Control's response concerning the pattern of complaints alleging consumers are not provided an explanation of the terms of service from salesmen. White Knight Pest Control has implemented contacting the customer with a welcome call before their first service.  During the welcome call, an agent reviews the terms of the agreement with the customer.  White Knight has also implemented additions to their training program, including a corporate trainer and specific training videos.

White Knight's policy is to not treat a home unless a signed agreement has been provided.  The agreement is sent to the consumer during their welcome call and is reviewed at that time.

Regarding customers alleging difficulties canceling White Knight Pest Control's services White Knight responded each customer has the option to read the agreement at the time of signing and a welcome call is made before their first service and a copy of their agreement is sent to them at that time.  White Knight's retention department handles all cancellation requests and it is their policy to speak with the customer before closing their account providing the opportunity to explain any fees that the customer may incur.  

In the matter of consumers alleging difficulties scheduling appointments, and minimal or no notification without scheduling appointments.  White Knight Pest Control responded they notify each customer 2-3 days in advance of their scheduled service by email, SMS, as well as a pre-recorded phone call.  White Knight Pest Control also offers 30 and 60-minute calls ahead before consumers service, should they request a call.