ComplaintsforEnviroGuard Pest Control Round Rock

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  According to the terms of the subscription/service agreement that I entered into with EnviroGuard, they were supposed to provide me ****************** They provided me an initial service, and a subsequent service, but then did not come back for the next service (July). I contacted them in August and notified them of a wasp infestation because they had not come in July. They sent out a technician, who said he did not have a ladder and that I would have to wait for the next scheduled service. I ended up having to call out ***** to handle my wasp problem.I have reached out in multiple ways (including a phone call) to cancel my subscription. They told me that I would have to pay over $200 in a cancellation fee. I told them that was unacceptable because they were in violation of the service agreement. They said that they would have a manager call me no phone call They have not held up their end of the contract (Did not provide ************** and their free remediation was not provided). Therefore, in my opinion, the contract is null and void.I want my subscription cancelled and the cancellation fee waived.

  Business response

  10/24/2023

  Hi,

  We're sorry to have wound up in this position and for ************** not having the resources to take care of your wasp problem right then and there for that complimenary follow up treatment. Furthermore, we apologize for not being able to complete our regular service for your home in July - we had a technician call out last minute and and had to alter our routes, as we occasionally have to do. 

  Notwithstanding these hurdles, we did try to provide you with the best possible customer service to accommodate these circumstances. For example, when ************** was not able to remove that wasp nest (completed appointment at 11:07AM), he told you he'd let the office know to contact you to schedule another technician who could remove it, that call was made to you at 12:33PM that same day, less than an hour and a half later and a voicemail was left. 

  As for the missed appointment, we strive to service the home exactly every other month - however due to acts of God or human nature, that is not always attainable (e.g. thunderstorms, lightning, pouring rain, snow, ice, technicians getting sick, vehicle accidents, etc.) and we have to make alterations to the best of our ability. In your case, we weren't able to treat in July, so we had to push the service to August (from your initial, it was a lapse of about two weeks).

  We serviced your initial appointment for $20 (a $249 service) for just $20. We even split that appointment into two separate days for interior and exterior to accommodate yourself, not a customary or certainly cost effective tactic, but we try and provide the best understanding and adaptability for our customers too. We did this in good faith, along with a signed contact executed by yourself, that you'd be a customer of ours for at least the 12 month period agreed and signed to. Otherwise, the remainder of that initial service cost would be owed back to us in violation of the signed agreement. We did treat your property on 4/21, 4/25, 5/24, 8/9, 8/25, and was scheduled again for today, 10/24. That is/would be six services in a six month span, 4 of which were/would be billable services (including the $20 initial service). In your service agreement, it states that to fulfill that 12 month subscription, there will need to be 7 billable service performed. We have not met that threshold, therefore the Initial Discount Fee of $229.00 will be in full effect as the agreement has not been met and was not violated on our part.

  I've attached the executed service agreement for reference. 

   

  Thanks

  Customer response

  10/24/2023

  Complaint: 20771497
  
  I am rejecting this response because:
  
  I will not be drawn into a point by point blame game.
  The bottom line is that Nowhere in the Agreement does it state that you are allowed to not fulfill your end of it. A contract is binding on both parties. Therefore, since you have not delivered on your end, I consider it voided. 
  

  Therefore, cancel the agreement. No cancellation fee. No harm No foul. 
  
  Regards,
  
  *********************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on April 26 2023 someone from this company knock on my door offering their service with a big discount for 210 dollars to get pest control on my house, they supposed to be professional and apply on a given date and time some treatment on my house, I wait for them for hours and no one show off, I had to step out of home and magically and with no notification they arrived, the apply some chemicals outside, but when that seller created the contract, I indicated specifically that my main concern was inside, he said, we are applying in kitchen and some specific areas where he took pictures but that service wasn't done. then I call them and I explained that that was the very reason to hire their service, I posted a bad review on their website, they sent that guy again and he pushed me to update my review otherwise he was on troubles, I change my review for something better, they charge me again for the new visit and they supposed to don't do it, I call them and I explained how bad is this for me and that I was told that payments were per month and not per visit and I ask them to stop their service and cancel my account they said no more charges and confirmed that my account was cancel but next month they change the monthly payment and I call them back they said I cannot cancel my account, they keep charging me and I had to pay the initial discount to cancel my account.I hate comopanies abousing on their customers

  Business response

  08/25/2023

  ***THIS IS FOR THE WRONG BRANCH. NOT ASSOCIATED WITH ENVIROGUARD PEST CONTROL ROUND ROCK***

  Hi, I'm sorry our services did not live up to your expectations or if anything was misunderstood or explained. Looking into your account, it appears ************** arrived in the appointed time window that was explained to you. The appointment time slot was from 3PM-5PM on 4/21/23 and due to you not being home, ************** continued to service the whole exterior property and foundation - everything that we could. We then noted to call you to reschedule time to complete the interior. You left a 1-star review and called wanting to cancel, we were able to explain the situation which resulted in us sending our same technician back to complete your service, which he offered to re-treat the entire property again for no additional cost. According to **************, everything was fine and you informed him you'd update your review to reflect our customer service and completing your service in a timely manner. We never heard anything back from you until the next month, when you were charged for your monthly subscription, to which you called in saying we were "trash" and you wanted to cancel. We went over options to avoid the cancellation fee, which was signed for on agreement that is attached, but you were determined to cancel. We cancelled the account with you over the phone and you agreed to pay the cancellation amount over the phone. I'll also add, the full cancellation amount signed for was $251.00 and we discounted the amount to $170.00 for you. According to our records, It appears you were well taken care of and accommodated satisfactory according to our staff. We apologize we weren't able to continue your services up to your satisfaction, however, we feel we were able to resolve the issues amicably. 

  Customer response

  08/27/2023

  Complaint: 20520969
  
  I am rejecting this response because:
  

   

   I was told that I can cancel your service at any time, but you know that's a lie, your service is not good a lot of bugs still in my kitchen and you laugh on me when I ask for cancelling, it's so abusive that you charge for things you don't provide, why some one should hire a pest control if it doesn't work, and why you did not stop charging even when I expressed that I don't want to continue with your service? Paying any ***** to you is giving money for free, and by the way I have a recording where your saler is "explaining" that we can cancel at any time, and also the messages where he says you shouldn't be charged and where I let him know my opinion of your service, I want to pay what is fair, no giving your free money

   

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

• Initial Complaint

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Jul of 2022 I purchased a new house In a subdivision. Enviroguard pest control along with other companies selling stuff. This company talked so fast and didnt tell you the complete story about the year contract and it was 5 services and the cancellation fee being ******. I have paid 2 services but dont wish for any other which would be ****** or the 230 for the cancellation fee. I have tried to talk to them about the fee but they will not work with me. My house is up for sale as well.

  Business response

  02/01/2023

  Hi,
  
  I'm sorry to hear about your troubles with our Service Agreement and your overall experience with EnviroGuard. That is not at all how we wish our customers feel and apologize for not meeting your expectations.
  
  As far as your complaint and concerns, I was able to do some research into your account that I hope clears up some confusion. It appears that you had signed our 12 month service agreement on July 20, 2022 - please let me know if that was not your signature. The agreement states there would be an initial discount fee for premature cancellation of agreement (before 12 months or five billable services).
  
  It looks like you contacted our office on 11/28/22 about cancelling your agreement and we offered several alternatives to avoid or delay that initial discount fee for you. We offered to switch your billing to monthly instead, we offered to place your account on a 30-day hold even though you were due for a service and hadn't gotten serviced/billed since August 2022. After this initial 30 day hold on 12/27/22, we contacted you about resuming services and ended up offering an additional 30-day hold on the account. On 1/25/23 we contacted you again about the state of your account letting you know we were no longer able to offer holds on account and would be due for either service or the initial discount fee for early termination. This offer was met with vulgarity from you, the customer, along with many insults & threats even though it had been the resolution we'd discussed from the start. You had informed us you'd rather just pay the cancellation fee than complete the remaining three services on your signed agreement. We even offered to split that fee into payments to which you had rejected. 
  
  The fee was applied on 1/25/23.
  
  I hope this clears up any confusion about the situation for all parties involved. 

   

  Thanks, 

  ******

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company pressured me into signing on with the service, using extreme tactics. The service doesn't work, period. There are still ants everywhere, black widows on my porch, and huge giant desert centipedes. Because I signed on, even though it's not working, I have to pay 200 to get out of paying 150 a month. No resolution offered other than "we can have a manager come out" which after having spoken to someone, I don't want any one of them out again. Zero sympathy, zero shame, all pressure and scam service.

  Business response

  09/20/2021

  *********,

  We take seriously the sales ethics used when signing up for our services and the following through part on our end as well. Please feel free to call in and discuss this along with your experience. We also take pride in our included unlimited re-services, if you're not seeing desired results in between services. 

  Thanks, 

  Justin 

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enviroguard promised us excellent service with guarantee of no bugs in our house and an agreement of servicing us every two months for a year. They have not serviced our house every two months and now claim that our contract will extend past a year. We also always have bugs in our house. I had asked their previous exterminator why this is and he told me that their product does not kill and instead deflects bugs and their product can deteriorate with rain. This was not explained to us when we signed up for the service. I had to recently had schedule my last appointment which they failed to show up to but still emailed us a report and billed us for the service. I have received a refund for this process. I have attached the sheet of said claimed service. Their product makes my family and myself feel uncomfortable and not safe with all the bugs that are in our house, when their services should be keeping us safe and bug free.

  Business response

  08/26/2021

  ******, 

  Sorry to hear about your experience thus far with EnviroGuard. We pride ourselves in giving a small business feel of service and performance and I apologize about the scheduling issues. I took some time to review your account and it looks like there were several hiccups when coming to service your home, including having our services declined due to rain & accidentally servicing the wrong home (which was fully refunded on 7/29/21). 

  Like any outdoor product, there are limits to its life and viability. As the sun, heat, and water beat on our product in the hot ***** weather, it will become less effective over time. This is the reason we try to come out on a bi-monthly schedule, rather than quarterly, to keep that effectiveness up as much as possible and warranty each service with complementary re-services if you're still seeing issues. Please take advantage of this and give us a call, we'd be happy to come out and evaluate the situation at no additional cost. Our product is also extremely safe and TDA approved, it is the same product being sprayed in hospitals, daycares, and restaurants - no need to fear there. 

  Hope we're able to get over those early scheduling issues and better treat your home to take care of any of your pest issues!

  - Justin 

*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. ↩