ComplaintsforHawx Services, LLC

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business continues to try to draft money from my account after verbal and written request not to. Have repeated demanded them to stop. When calling you will be hung up on you will not be able to speak to a representative and they will not Escalate your claim to a supervisor, even after repeatedly asking

  

  Business response

  04/15/2024

  Dear ******,
  
  We do apologize for the confusion. Upon signing the agreement, you had received a copy of the service agreement in an email. It was viewed multiple times on July 22. In the agreement it explains the monthly fee and the early termination fee, by initialing the agreement you are allowing the monthly fee to be automatically withdrawn. On the initial visit the same information was reviewed with the service professional in the signed welcome letter. Since you canceled before the end of the agreement we had to charge the early termination fee. If you have any other questions about the outstanding balance please give us a call at **************. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

  Customer response

  04/15/2024

   
  Complaint: 21571604
  
  I am rejecting this response because:

   

  the contract I verbally agreed to was never shown to me, when I signed I was only shown a box, stating I was signing up for a per treatment. I was told I could cancel anytime by *******. And was only shown a form stating $49.
  
  Sincerely,
  
  *********************

  

  Business response

  04/16/2024

  Dear ******,
  
  We sincerely apologize for any inconvenience or frustration this may have caused you. You had received the agreement in an email. We have to adhere to the legal document. When the first services was performed the service professional went over this information and then you signed our welcome letter indicating you received this information. All charges are valid please call in to pay the outstanding balance. You can reach us at  **************. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today they tried to take ****** out of my wife account and they didn't get it . So then they tried 20 and it was successful. That was money she was going to put in her car. She call to talk with someone and she said that it's a cancelation early fee. I talk to someone and she never told me that at all. Plus. In 2022 the guy who came knocking on our door never told us either. He said it would only be 50 dollars. They only came once and never came again but was constantly trying to get money out the account. So we canceled it. How can we be punished for the company mistake? I think it's unfair and the sales person should be able to explain in detail. Also papers should be handed in hand and not emails or just do both. Quick question if you hired a company to do the job and they don't do it will you still keep that company?

  

  Business response

  04/12/2024

  Dear ******,
  
  We do apologize for the confusion. Upon signing the agreement, you had received a copy of the service agreement in an email. It was viewed multiple times on June 27. In the agreement it explains the monthly fee and the early termination fee, by initialing the agreement you are allowing the monthly fee to be automatically withdrawn. Since the account was closed before the agreement was fulfilled we had to charge the early termination fee. All charges are valid. Please call into pay the outstanding balance. If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team

  Customer response

  04/12/2024

   
  Complaint: 21565162
  
  I am rejecting this response because no one never came to fulfill the service agreement. They took ***** out but no one never came and spray. Why would I continue to pay for something and no one is coming to do their job. Some one only sprayed one time and that's it. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/15/2024

  Dear ******,
  
  We appreciate your understanding and patience as we work towards resolving this matter. We serviced your property on June 28, 2022. We had received a phone call from you on July 22 letting us know that you no longer wanted the service you were then informed of the early termination fee. The charge is valid. Please call in to pay the balance. You can reach us at  **************. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approached by a Hawx door-to-door salesman as I parked my car in front of my house on March 11. He very aggressively tried to sell me on signing up with Hawx for a monthly plan for pest control. I told him I did not want to sign up for any subscription service. He then said he could just charge me $50 for an initial pest control service to see if I liked it. I confirmed with him that this was just for one time and he said yes. He then ran my credit card for the $50 and handed me his iPad to sign. Not once did he show me a contract for signing up for any sort of reoccurring payments. All I saw was a signature field that I thought was for confirming the $50 charge.Now one month later, I see another charge for $50 and an email from Hawx that says reoccurring payment. I thought this was a simple mistake on their end and called to correct this and get refunded my $50 since I did not wish to continue using their services. But instead of the customer service person apologizing for this mistake on their end, refunding my $50 and cancelling my account, they turned it back on me and blamed me for not reading the contract that they claimed I signed and refused to give me a refund. When I tried to explain that if I did inadvertently sign any contract it was under false pretense from their salesperson because I explicitly told him I did not want to sign up for a subscription or monthly service plan, they again told me too bad, you signed our contract so youre stuck. After a long back and forth arguing my case that I was lied to, **** refused to take any responsibility for the predatory actions of their salesperson. They did offer to close my account, but charged me a $199 early termination fee. Even though I never knowingly agreed to any contract.In the end I was charged $50 for the month of April and $199 for an early cancellation fee ($249 total) for a service I was mislead into signing up for.

  

  Business response

  04/12/2024

  Dear ****,
  
  We do apologize for any inconvenience or frustration this may have caused you. We have issued a refund. Please keep in mind it could take five to seven business days to reach your account. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hawx came out to service my property om 4.9.24. I was charged 109 for the service while the contract states 89. After calling Hawx, I was told I would not be getting a refund due to their error but a credit to my hawx account. Then I was eventually told I would get a refund to my card, but they were unable to since I removed my card, given their willingness to charge me in breach of the agreement. I called today, 4.10, to cancel. I was willing to pay termination for the general pest account, but not the mosquito account which is at issue. They said I'd be charged for both despite the agreement saying that if termination is without a legal excuse (e.g., hawx is in default or breach), which they were, then I would have to pay for the 199 fee. I will dispute charges with my bank. Had I seen the bbb reviews, I would not sign up. There are other companies with higher ratings,honesty and transparency.

  

  Business response

  04/11/2024

  Dear ******, 
   
  We sincerely apologize for any inconvenience or frustration this may have caused you. We had tried working with you on a refund and credit to your account to rectify the situation. Due to not wanting to continue with fulfilling the agreements we had to add the early termination fees for each service. All charges are valid please call in to pay the remaining balance. You can reach us at  **************. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

  Customer response

  04/12/2024

   
  Complaint: 21556638
  
  I am rejecting this response because: I asked to talk to a manager because you were in breach of the contract and, per the terms of the agreement, there should be no termination fee.  I was told I would not be directed to a manager because they were too busy, and to confirm, I asked if I would be directed to someone else, and was told no.  I clearly disputed the fees, and you are in breach of the contract, and cannot point to anything in it to support your stance.
  
  Sincerely,
  
  *********************

  

  Business response

  04/12/2024

  Dear ******,
  
  We appreciate your understanding and patience as we work towards resolving this matter. It looks like you have been working on resolving this with one of our managers.  If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team
  
  

  Customer response

  04/12/2024

   
  Complaint: 21556638
  
  I am rejecting this response because: nothing was worked out.  I resolved that the contract has no bearing to Hawx, and would prefer they just say so.  I was accused of picking apart a contract by reading it and applying basic contract principles, and still didn't get an answer as to where it said in the contract the company had an opportunity to cure a breach.  What it does say is that I can terminate with legal excuse without paying a fee, and the terms were breached by Hawx.  At this point, it is clear that there is no desire to waive the fee on one contract  or honor the contract.  As such, I will update my claim with the state,  submit one to the applicable federal agency, noting what has occurred and the various things that have been cited as company policy.
  
  Sincerely,
  
  *********************

  

  Business response

  04/15/2024

  Dear ******,
  
  We sincerely apologize for any inconvenience or frustration this may have caused you. We have removed the remaining balance and your account is now closed at a zero balance.  Your account is closed and you will no longer receive services.   
  
  Thanks,
  The Hawx Team
  
  

  Customer response

  04/16/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well my problem happened from 2022, after seeing how the company commits fraud left and right with innocent people (customers). I feel the need to make the comment that it doesnt happen just to the customers but to the sellers too. After making the appointment to get the service, the technician would come and do it regardless of the customer being home or not and no pictures to proof they even did anything. Some technicians would mark it in the system as serviced without the customer getting the service. The agreement is meant for the customers to be forced to pay for an unwanted service while overstating the accounts and make all sellers make more so Hawx also makes more and with account receivables so they would get more loans and use it for other purposes. The problem hasnt changed and will never change. The only people winning money here are the managers and higher *** because then they claim the sellers are owing to the company when its not true. Hawx only gives an iPad and provide some training but its really to say that they do. Most sellers dont know what theyre doing and are assigned to very poor areas where customers are not able to pay. So they purposely say they overpaid a seller while doing everything else wrong from the moment the technician show up to the door. If thats on the eyes of everyone. No one really knows anything, the customer is confused, sellers get sued. And I want my money back and this scam to stop. ********************** is currently a regional manager who knowingly and purposefully runs the scam through different states.

  

  Business response

  04/10/2024

  Dear ******,
  We do apologize for any inconvenience this may have caused you. We will need more information to locate your account like an account number or address. So we can look into your account. Once again we apologize for any inconvenience this may have caused you. If you have any other questions or concerns please give us a call ************.
  Thank you,
  The Hawx Team
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A door to door salesman came to our home and offered us services. The services he said were included in the price we would be paying were not actually included in the service price we were paying, but would require extra payments. We used Hawx twice after this and saw little to no improvement with the insect or pests near or inside our home. When my husband called to cancel he was put through the wringer for 40 minutes and was eventually charged $200 to cancel the services early. I called and tried to ask Hawx for a refund as we were falsely advertised to. There was easily seen fraudulent misrepresentation between the sales guy and my husband (as well as SEVERAL others in our neighborhood who were told the exact same thing by the exact same guy). The people I spoke to on the phone were not kind, not helpful, and refused to express remorse or regret for scamming a neighborhood full of disabled and retired veterans out of their money. All I wanted was for the cancelation fee to be refunded/waived, and apparently that was too much for the company to handle.

  

  Business response

  04/05/2024

  Dear *********,

  We sincerely appreciate you reaching out to us regarding your account and the concerns you've raised. After conducting a thorough review of your account and the signed agreement, we understand your frustration regarding the recent charges. 
  After review of our records, we show that we provided services as outlined in the initial sales discussion. However, we acknowledge the validity of your concern and, as a gesture of goodwill, we are pleased to inform you that we will be issuing a refund for the Early Termination fee. Please allow 7-10 business days for all funds to be back to your financial institute.
  Should you have any additional questions or concerns regarding your account or any other matter, please do not hesitate to contact us at ###-###-####. Our team is dedicated to providing assistance and ensuring your satisfaction.
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.

  Warm regards,
  The Hawx Team
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service with hawx i believe in May or June of 2022 after a salesperson hounded me at my door. When the initial 1 year subscription was almsot up i decided to cancel. I could not get anyone on the phone so i emailed them. Finally i get a call saying i have a past due balance. I explained that i had emailed them prior to my renewal to cancel so i was told that they did see i attempted to cancel before they had automatically renewed me and that the past due balance would be canceled since it should have been canceled prior. 2 weeks ago (march 2024) i get a call saying i owe $200ish and they refuse to acknowledge that their employee told me that i was correct and it should have been canceled and i owed no balance. All i ask is that they go back to the phone recordings and listen to that call to sort of the balance that i do not owe.

  

  Business response

  04/05/2024

  Dear ***,

  We sincerely appreciate you reaching out to us regarding your account and the concerns you've brought to our attention. After conducting a thorough review of your account and the signed agreement, we understand your frustration regarding the recent charges.
  Upon further examination, it appears that we can accommodate your request to remove all monthly charges after 7/21/2024, as per the phone call you made. However, please note that any remaining charges that are valid on your account will still need to be settled promptly.
  Should you require additional clarification or assistance regarding your account, please don't hesitate to contact us at ************. Our team remains dedicated to providing support and resolving any further questions or concerns you may have.
  Thank you for your understanding and cooperation.

  Sincerely,The Hawx Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I started a 1-year contract in spring 2023 with Hawx based on a walk-up salesman. I pay a monthly auto-draft $50 and Hawx sprays pest prevention quarterly. The contract states I must inform in writing if I dont want to auto-renew after the 1-year term. In 9/2023 I emailed a request to not auto-renew. I was informed to reach back out once the "agreement term ends". I called in 3/2024 to find out the exact process. I was told I needed to call on April 16th to tell them I want to cancel. They offered me early closure with a fee, and I declined absolutely. I asked them not to spray anymore and just charge me through the end of the contract. I was informed they could not do this. The contract continued.On 3/20 technician texted about service that day, I asked to skip that month service, they agreed.On 04/02 they again stated they were on their way to do service and I asked to postpone: "cancel this service". On 04/04 my account was closed and Hawx debited $199 early closure fee from me. I called to ask why this happened. I was informed the tech showed them my text so they closed the account. I asked how could this happen through a text when you stated I have to call, they said because the text was from me they could. I asked why no one contacted me to confirm, they stated because of the notes on my account from previous call. I asked why they did not assess the lesser of the two fees - I only owed $50 more on the contract. They could not answer. **** refused to reopen contract just for the remainder of my 1 year term. They offered to refund half of the fee if I sign up for another year. I declined as they have unfair practices. They refused to undo the account closure if I didnt sign up for another year. I did not intend to early-close my account, and **** did not confirm with me. I feel they should refund the $149 difference in my remaining balance vs the fee charged. I feel they did this purposely because I did not want to renew. Thanks for your review.

  

  Business response

  04/05/2024

  Dear ******,

  We appreciate you taking the time to communicate with us regarding your account and the issues you've brought to our attention. Following a thorough examination of your account, we understand and apologize for any confusion you may have experienced with our *********************.
  To address your concerns, we have initiated a refund for the discrepancy between the last monthly payment and the cancellation fee. Kindly allow 7-10 business days for the funds to be credited back to your financial institution.
  Should you require further clarification or assistance, please feel free to reach out to us at ************. Our team is committed to resolving any further inquiries or concerns you may have.
  Thank you for your understanding and patience.

  Sincerely,The Hawx Team

  Customer response

  04/10/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We began bug treatments from Hawx Pest Control in June of '20. They changed the prices multiple times during the years which we continued to use. They had been super until February 2023. February 17, '23 they came and did a treatment. That payment was $119.99. My Discover card was charged $44.99 on May 31, 23, June 30, 23, July 31, 23, and August 30, 2023. That totals $179.96. (The charge for $49.00 was separate and was for mosquito control treatment.) In September 2023 I called and cancelled all services with Hawx. (They sent pictures of the service they supposedly did in June. It had snow in the pictures and a description that they could not perform my treatment due to snow and ice on the ground. There was NO snow and NO ice in June.) The person from Hawx then told me that they would give me a free treatment if I would sign up for another year of service. I told them no and since I had not received any treatments to control spiders, wasps, and ants since February that I did not owe them anymore. I was told that my service was cancelled. Hawx came at the end of October and did another treatment for bugs? They began billing me for $79.99 for that treatment. I called in November to try and clear things up and they told me that they would see that I didn't receive any more notices. The emails and phone calls have been constant since then to make me pay the bill. They have tacked on additional late fees. Today (4/2/24) I attempted to call again. The man told me that I had never been charged reoccurring fees for their service- that they don't do that. I told him that I had bills from my credit card that proved differently. He said I was not being truthful. I told him it was against the law to charge customers for services that they never received. What did my $179.96 pay for? I told him I was going to contact the Better Business Bureau and he told me "Please do." I have attempted multiple times to clear this up with Hawx.

  

  Business response

  04/03/2024

  Dear ******,

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed your account and the signed agreement, and we understand your frustration regarding the recent charges. After conducting further analysis of your account, we have taken the necessary steps to address your request and have removed the balance as requested. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

  Thank you for your understanding and cooperation.

  Sincerely,The Hawx Team

  Customer response

  04/08/2024

  
  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.
  
  I wish the Hawx finance people would listen to a customer before being completely rude and threatening further late fees. It should not take a message to the BBB to reach an understanding.  Please improve this aspect when moving forward with your business practices. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received pest control from this company for a few years the services did not do much good in the way of our pests. We ended up canceling our normal services and advised that once our year of termite protection was up, we would be canceling that as well. I received a bill from them and called to inquire as to why I was receiving a $318 bill. I was advised this was for the upcoming year. I proceeded to explain that I was interested in canceling as we no longer wanted their services. The service manager advised that he would cancel the services and would send someone out to remove the bait. At that moment, I was confused as I had paid $1250 for the stations they had installed. He stated that the $1250 was just for the installation of the sentricon stations and not the actual product. I was very confuse and asked what my options were. He advised my only options were to continue paying them $25 a month for a service they never even came to inspect in the year I had them, or cancel and they would remove them. I stated that was unacceptable as I had paid a lot of money for this and was never advised that the large sum of money we had paid them did not equate to ownership of the items as we already had stations in our yard when we bought our house. I explained the situation with the lack of factual information provided to me and he was "shocked" but refused to assist with any resolution unless it provided them with more money and no actual care for the situation. I would not recommend this company if you are looking for anyone who actually cares about anything other than making money and scamming you out of large sums of money for services. I asked for even 6 months of free service for the termite stations and he stated "I wish I could get things for free but life doesn't work like that". This statement made it very clear that they have no desire to restore broken trust with their company and do not care about anything besides making money.

  

  Business response

  04/02/2024

  Dear *****,
  We extend our sincere apologies for any inconvenience you have experienced. Following a thorough review of your account and the signed agreement, we understand your frustration regarding the recent charges. We apologize for any miscommunication that *** have occurred. It's important to clarify that while we do remove the bait from the Sentricon Termite stations, we do not remove the stations themselves from the ground. You have already paid for the installation, and the stations will remain in place. As your account is now closed, you will no longer receive services from us. If you have any further questions or concerns, please don't hesitate to contact us at ************.
  Thank you for your understanding and patience.
  Sincerely,
  The Hawx Team

*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. ↩