Complaints

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

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  Fox Pest Control HQ

  1047 S 100 W Ste 210 Logan, UT 84321-6789

  
• 

  Fox Pest Control HQ

  380 Freeport Blvd. Ste. 16 Sparks, NV 89431

  
• 

  Fox Pest Control Rhode Island, LLC

  1296 B Park Ave Cranston, RI 02910

  
• 

  Fox Pest Control - Portland

  35 Bradley Dr Stop 2 Westbrook, ME 04092

  
• 

  Fox Pest Control Rhode Island, LLC

  7 Green Tree Drive Queen, VT 05403

  

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:07/21/2023

  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.

   
  Complaint: 20356926
  
  I am rejecting this response because:I did speak to the manager ************ and we did agree on a refund of $1,000 on Tuesday July 25, 2023. I called ************ on Tuesday August 1, 2023 to see where the refund was since I have had no communication since the prior conversation. He said the office said it went right through. He said to give him an hour to call the office. As I write this on Wednesday August 2, 2023I still have not received my promised refund. Very unfortunate that consumers have to deal with this deceptive practices if its not purposeful then it is a horribly run organization. At this point and due to the horrendous customer service I feel it is purposeful. 
  
  Sincerely,
  
  ***************************egitimate complaint. Additionally the supposedly came and did a treatment at my house on July 19th for ants in my attic??? More miss information. I can supply the visit dates and treatments noted except for the July 14th visit which appears to not have been documented my Fox,

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the poor communication the customer was given regarding her service. Our Branch Manager spoke directly with this customer to address her concerns. Because only one full service and one follow up were performed, we are refunding $1000 of her payment. Once the customer's refund is processed, her account will be closed, and no further treatments or charges will take place. Our Branch Manager stated the customer appeared satisfied with this resolution. If we can provide her any assistance in the future, we hope she will reach out.

  Sincerely,

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

  Customer Relations Manager

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20356926
  
  I am rejecting this response because:
  
  We have not received any refund from the company Fox. I have also received no communication from the company. It seems Fox has decided to use this platform to provide me, the unsatisfied customer, we incorrect updates. This is a very unfortunate situation that a company can lie about the steps it has taken to resolve an issue directly to the BBB. 
  

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

  

  Business Response

  Date: 08/10/2023

  I verified the customer's refund has been approved and sent from our office to our third-party processor. This company will mail the refund check to the customer's address. I don't have an exact time frame but expect the customer should receive the check within 2 weeks. If she has not received it by that time, she can call our office and we will try to get a more specific ETA.

  

  Business Response

  Date: 08/22/2023

  We have verified that the customer's refund check was mailed out on 8/15. She should be receiving it any day. 

• Initial Complaint

  Date:07/21/2023

  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.

   
  
  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,
  
  ***** ******
  

  

  Business Response

  Date: 07/24/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had in reaching us. We are short staffed at the moment and working to correct this so we can keep up with demand. I have now closed the customer's account as requested and refunded his July payment. We appreciate the time the customer spent with us, and if he ever wishes to resume service or begin our organic treatments, we encourage him to reach out. 

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/21/2023

  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.

  Was contacted by a salesperson back in February offering a yard protection plan for $99 which I assumed was a one time fee. I verbally agreed to service, was never presented a contract to sign and was charged that same day. Technician was to perform service early March and never showed, it wasn't until April a technician arrived and performed service which I was then charged another $99. I assumed it was a one time service until I called and requested a technician come a spray inside our home through our quarterly *************** Services, and the technician advised me he was there to perform services for the Yard Protection Plan. I was then charged $99 a third time in ***, I called the offices to alert them of the dilemma and let them know that I had not requested the yard protection service and that it had been raining prior to and after technician performed service. I then asked to speak to a manager and advised her that I was unaware that the service was reoccurring that the salesperson failed to mention it. She looked in her records and did state a contract wasn't signed but that she'd listening to recording and notify me if it was mentioned or not. At this point i requested to cancel both Yard Protection Plan and quarterly *************** services, which I was advised that I would get an email verifying cancellation for both, but that I would have to pay monthly fee $48 for *************** Services for *** which I had no problem. I was then charged for the *************** services in June at the end of the month, so I called to dispute it and was told I'd receive a refund within **** days. I never received the refund and also received a text that my yard was scheduled for service on July 10th which I canceled and now I'm scheduled for the 25th. I called back to cancel service as my services will end August 6th, and I receive a text stating I need to pay an early termination fee of $150. All they've done is harass me ignoring my request to keep me paying .

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the confusion regarding the customer's Yard Enjoyment Plan. We have discontinued this service plan as requested and will be sending a refund check for the customer's most recent YEP payment. The customer's Home Protection Plan is still active as it is within the 2-year contract period and cancellation now would require an Early Termination Fee. Our supervisor, ******, called the customer to discuss this and address his concerns, but there was no answer and no voicemail set up. If the customer has remaining questions or concerns, we encourage him to call our office and ask to speak with ******, and he will be happy to help.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service 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.

   
  Complaint: 20355700
  
  I am rejecting this response because:
  After the date listed in their reply I have been trying to reach the company with no success. I will call and wait on hold only to have the phone call disconnected.  I have called back and faced the same issue. The calls are automatically being dropped by the companies systems.  This is very frustrating and I am considering canceling their service as I am not receiving the service any paying customer should. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had in reaching our office. We have recently taken extensive action to ensure customer calls are answered and returned in a reasonable timeframe. Our office spoke with this customer and scheduled him for a treatment on 7/27, but unfortunately due to extreme heat ************** was not able to complete the service. We will be contacting the customer shortly to reschedule his treatment. We appreciate his patience as we work to address his pest issue.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20355700
  
  I am rejecting this response because:

  
  This is unacceptable. How can you run a business and take money from customers and they cant get in touch with the business?  I had to make a Better Business Bureau complaint to be heard.  What corrective action will be done? I still would like to schedule spraying and I am not getting through to the company  

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

  

  Business Response

  Date: 08/07/2023

  We appreciate the customer's patience as we worked to resolve our phone issues. Our supervisor, ******, spoke with the customer and a follow up treatment has now been performed. We encourage the customer to keep us informed of any concerns. We are eager to meet his pest control needs and to ensure he is fully satisfied with his service.

   

  

  Business Response

  Date: 08/15/2023

  Thank you for informing us of this follow up message. Our office spoke with the customer yesterday and arranged another treatment for today. We will also call the customer in a couple of weeks to follow up on his pest situation.

• Initial Complaint

  Date:07/21/2023

  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.

  We attempted to cancel the servicers and were told we could not without proof that we had another exterminator. When we told them to stop sending out people they did so on two more occasions. We called and asked again to stop and we are cancelling their services. They continue to bill us monthly still.

  

  Business Response

  Date: 07/24/2023

  Thank you for informing us of this complaint. We apologize for the frustration the customer experienced. The customer's account was not closed sooner because we request written notice of cancellation 30 days in advance. Our office had not received this written notice, so the account remained active. However, I have now closed the account and refunded the customer's July payment. No further treatments or billing will take place. We appreciate the time the customer spent with us and wish them the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/19/2023

  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.

  We signed up for fox pest control in January, 2023. We requested cancellation in May 2023 because we had pest in the house and in the yard & they promised to treat yard and house but only did it once.
  They refused to cancel and have not treated our house or yard since then.

  

  Business Response

  Date: 07/25/2023

  Thank you for informing us of this complaint. Our Branch Manager spoke with the customer directly to discuss his experience and address his concerns. The customer still wished to discontinue service, so his account was closed with no early termination fee and the balance was cleared. No further treatments or billing will take place at this time, but if the customer needs assistance in the future, we hope he will reach out to us.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/17/2023

  Type:Product 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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received my refund. And I am requesting remove their account from my credit report. Fox Pest Control is reflected as a  closed my account  on my credit report. This action has affected my credit. 
  
  
  
  Sincerely,
  
  ***** *******
  

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We apologize that the customer's service was not completed as originally scheduled. Our technician was unable to finish his route due to a personal emergency. The customer should have been notified of this, but was not, and we take full responsibility for this failure. Her account has been closed as requested and the full amount paid has been returned. We regret that we lost the opportunity to work with this customer. If she is ever willing to give us another opportunity, we will ensure she is given a much better experience.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  

  Business Response

  Date: 07/25/2023

  It typically takes 3-5 business days for a financial institution to post a refund back into the customer's account, so that is likely the case here. I verified with the head of our Accounts Receivable department that the refund was processed correctly. If the customer has not received the funds by the end of this week, we encourage her to let us know and we will investigate further. 

  We are unable to explain why the customer's credit would have been negatively impacted. She prepaid for her service, so there was never a past due balance. The customer may need to contact the credit bureau directly to determine what needs to be done as we have not reported anything to them.

  Customer Answer

  Date: 07/25/2023

   
  
  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

  Date:07/17/2023

  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.

  I am a new customer. A salesman came to my door. The previous owner used your company. We were told by the salesman it would be a free upgrade to the new termite traps and $300 for the year. He then had me sign a contract on an iPad which I should have read more carefully but was also hard to see with the sun. You don't have to take my word for this. It's all on my ring and have videos.
  
  
  
  I then hear from my neighbor who bought my old house that I "referred" fox. I did not but mentioned where I used to live. So now my neighbors think I'm sending salesman over. But I digress because that was only mildly annoying.
  
  
  
  We had only a couple of traps. I came home to over 20. The old ones were in my rocks right by the house and the new ones were in my lawn with a few extra holes I guess just for good measure. Then we see the emailed bill and this "free install" cost $300. Plus $25 a month. I called to see what happened with the install which took place on 7/5. On 7/6 I get the westchester office. They don't know what happened but a supervisor will call me back tomorrow as well as the technician. Great! I also talked to the salesman who said he doesn't see why I would complain about having more traps, but they should be 2-3 feet from the foundation like the old ones and the monthly payments were so I don't have to pay yearly and that it was for basically next year. I asked if I cancelled next June would I get a refund. He said no. I said then that makes no sense and change it to yearly so I don't have the monthly payments. He said sure and when I asked him to explain he said to me I can think of it however it makes sense as if I am too dumb to understand. But he said with the yearly payment I would not be billed until next July if I decided to keep the service. I don't have a conversation recording of this but I do have a screen shot of the text because quite frankly I didn't believe him. His name is Alex D***** by the way.
  
  
  
  I never got a call back Friday so I emailed. They asked for my address. But no call back. I called Monday and never got through nor got a call back, emailed Tuesday, called Wednesday.... you get the picture.
  
  
  
  I finally got through on Thursday. I was told that no I have to pay monthly and that they still weren't sure why the traps were where they were. I spoke to Cody. He was great! After I explained the situation I was told that he was sorry but that a supervisor and a tech would call me back the next day. Well.... that didn't happen. I am about ready to go to the news, social media, and the better business bureau with the ring conversations, the texts, and the bills.
  
  
  
  And don't worry I already called the people I "referred" to let them know. This is one last ditch effort to get some resolution

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We appreciate the customer reaching out about their concerns and apologize for their initially poor experience. Our Service Manager has been in touch with the customer to address these issues. He performed a follow up visit to inspect the termite bait stations and ensure all positioning is correct. We hope the customer feels satisfied with these actions, but if they have any remaining questions or concerns, we will be happy to address them.

  Sincerely,

  Michelle B*****

  Customer Relations Manager