ComplaintsforForterra Pest Control LLC
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Complaint Details
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Initial Complaint
09/23/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
On 06/04/2021 a Forterra rep stopped by as they were going door to door regarding a special offer of $49 down for quarterly pest control service and then $129 a quarter and said we could cancel at any time. This transaction was completed in a computerized tablet with limited visibility of the full contract agreement. Then they arrived again on 07/05/2021 to perform the first quarter service even though it had been only 30 days and were ready to charge the additional first quarter fee of $129. I called on 09/23/2021 to cancel the service before the next quarterly service to find out there would be an additional $99 cancellation fee which was not discussed initially. Both the return in 30 days for a “quarterly” service as well as the cancellation fee we’re very deceptive practices especially when they use a digital platform to show you the agreement making it difficult to understand the fine print fees and service practices the company performs.Business response
09/23/2021
Hello sir. We are very sorry for the confusion regarding our service agreement terms. We do train and expect our sales reps to be fully transparent in each interaction. We also email each customer a copy of your agreement for your records once it is signed for you to review, which every customer is given before service begins. The agreement lays out the service schedule and describes the terms of the agreement.
The reason for the first quarterly service being 1 month after the initial service is so that we can break up the reproduction cycle of the pests as we transition into the every 3 months services. And of course we have free re-services available for any issues you are experiencing in between services.
The reason for the cancellation fee is to help the company recoup the costs on your service agreement because we lose money on customers who cancel early. We gave you a $200 discount on your initial service because you signed up for a 1-year service. Unfortunately you cancelled early, before the end of the 1 year, which is why the fee was added to your account.
Customer response
09/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 15897386, and find that this resolution, while lacking in anything more than excuses, is satisfactory to me as I do not wish to drag this out and based on their perception of having already saved me money up front showing they are definitely not capable of understanding or actioning the complaint.
Regards,
******* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.