Complaints

This profile includes complaints for Hawx Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawx Services, LLC

  251 20th St Ste 200 Ogden, UT 84401-0451

  
• 

  Hawx Pest Control

  11940 Industriplex Blvd, Ste 1 Baton Rouge, LA 70809

  
• 

  Hawx Pest Control

  701 E Plano Pkwy STE 500 Plano, TX 75074

  
• 

  Hawx Services LLC

  2850 S 36th St # A9 Phoenix, AZ 85034

  
• 

  Hawx Services, LLC

  4740 Northgate Blvd Ste 160 Sacramento, CA 95834

  

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:10/27/2023

  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.

  I received a bill for pest Control services in the amount of $323.57.
  
  I never contracted with this company. They have not provided services to this address.
  
  I’d rather have this account withdrawn than have to contact other entities for assistance.

  

  Business Response

  Date: 10/30/2023

  
  Dear *****,
  
  We do apologize for any inconvenience this may have caused you.  We have a different name on the account with the address provided. We need more information to be able to verify we have the right account. Or the account holder to call in to make any changes to the account. Please call us at ###-###-####. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  1.  This is not my account to take care of.  It doesn’t belong to me.

   

  2.  The account holder has contacted you previously.  
  

  3. Please cancel this account out and remove these charges.

  4.  If this is not possible, we have no other option but to seek relief from other agencies, which we’d rather not do.

  5.  Let’s get this taken care of and end this amicably.

  Sincerely,

  
  
  
  ***** ******

  

  Business Response

  Date: 10/31/2023

  Dear *****,
  
  We appreciate your understanding and patience as we work towards resolving this matter. ****** had signed both the Outdoor and the General Pest Control agreement. On the initial service ****** was there and went over the welcome letter with the service professional. The welcome letter outlines the monthly fee and the early termination fee. We will close out the account but we will have to add the early termination fee.  As of right now we have closed the account and charged the early termination fees. If you would like to  make and changes or start a payment plan please call in. 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

  Date:10/27/2023

  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.

  I have a contract with Hawx for quarterly service to be billed monthly at $55, which began May 2023. The salesman told me that they would treat inside as well as outside of our home in the months of May, August and November of 2023 and Feb ****. We have received 2 treatments---the first May 19th. On May 19, no treatment was done inside the home despite them promising to do so. Our second treatment, per the contract, was supposed to occur in August. We did not receive treatment in August and never heard from the company at that time. We reached out to the salesman in September and were told the soonest they could come was end of September. We complained about not receiving treatment inside as was promised to us on the first treatment. We complained that no contact was made regarding the second treatment and was only scheduled after we contacted them to find out why we were not getting the promised treatment in August per the contract. The second treatment occurred on September 27th, nearly a month late and only after we contacted them for missing their promised treatment period. We still did not receive any treatment inside the home on Sept 27th despite pointing this out to the salesman ahead of time. This is not what we agreed to and I am seeking cancellation/termination of the contract based on breach of contract/services not provided as promised. Per the contract, I should be able to terminate without an early termination fee since Hawx has never provided treatment inside my home as they promised they would do. I called their hotline today and relayed the above information asking to terminate contract without a $199 early termination fee based on breach of contract. I was put on hold and waited to speak with an "account specialist." I waited on the line for over 20 minutes and was connected to "*****" who immediately told me he would call me right back "in a few minutes." I got no call back, but an automated voicemail asking me to call back again

  

  Business Response

  Date: 10/27/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you.  We do the interior upon request to insure we   schedule an appointment that works for the customer to be home. It looks like you had talked to a customer service agent and was able to get a credit on your account and a lower monthly price. If you are still wanting to cancel we will have to charge the early termination fee of $199. As of now your account is open. If you would like to make any other changes 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

• Initial Complaint

  Date:10/26/2023

  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.

  10/26 was charged $79 for services. Came out once did not get rid of pests have to have them come out again before scheduled services. Also ran in to family issues with my mother being sick and I having to take over for her and help her financially until she gets better . I called to cancel services a few times was either put in hold or had my call mysteriously dropped right after I was explaining why I called and when it dropped a message came on and said the number I was trying to dial was not allowed. But I was asking for a refund for the payment that was just taken out hoping they’d be gracious enough to help me out and understand my circumstances which by the way is out of my control. They were quite pushy about me wanting to cancel as if they did not want me to that made me feel extremely uncomfortable. They also finally told me that if I were to cancel it would about $200 I said what!? I was not told this the rep said it was in the “contract “ I said i didn’t not know that if I did I would not have signed up. The field representative who signed me up for service MISREPRESENTED THE COMPANY MAKING IT OUT LIKE IT WAS A MONTH TO MONTH SERVICE AND I COULD CANCEL ANYTIME so why would I look over the “contract “ when the representative answered my questions when I signed up to do service. I feel deceived and lied to and now stuck locked in a contract I feel like was misrepresented. As I said if I knew it was a contract to which I was unable to get out of I wouldn’t not have signed up. This not only upsets my anxiety and depression with this issue but it also puts me in a corner to where i have to decide to pay a deceptive company or my mother’s medications she needs. I wish to be please refunded for the last payment and not be charged to cancel my services. Based on the deceit as well as being mislead I feel like i am owed that much. This is not a good company and their actual pest control doesn’t work either I still have pests. I’ve included others complaints too.

  

  Business Response

  Date: 10/27/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you.  After reviewing your account it looks like you had talked to an account specialist and they were able to lower the monthly price and added a $79 credit to your account. So with that your next payment will not be until December 26 for $21. We offer free warranty services any time you have any pest issues. We just ask you can in to make an appointment. If you have any questions or concerns, call us at ###-###-####. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This does not resolve the whole issue. I am having to take care of my mother and care for her for I’m not quite sure how long .  This is was an unexpected crisis and is left up to me I can not afford your services and afford to help fill my mother’s prescriptions or medical bills or Dr office visits. Yet despite the $200 cancellation fee, I still feel like you are holding me . This is a complaint held by others I saw. All I ask is to please cancel my service without the cancellation charge. I was roped in to getting this and was made to believe it was like a month to month subscription and I could cancel anytime without charge the sales rep was very deceptive about your company. Again this is a complaint made by many others . I was also charged twice in October. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 10/31/2023

  Dear ******,
  
    We appreciate your understanding and patience as we work towards resolving this matter to your satisfaction. We have lowered your monthly payment and also given you a credit on your account. If you would like to proceed with the cancelation please call into the billing department they will work with you on a payment plan for the early termination fee. 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

  Date:10/25/2023

  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.

  07/05/2023 I was contacted by a Hawx sales representative because they had stopped by my house and talked to my now ex-boyfriend about starting treatment at my property. I advised them that we didn't need pest treatment. The sales rep told me that they could do a one time treatment for 1.99 and if I didn't want to continue the service I could cancel the follow up appointment without penalty. Since then, I had called and emailed multiple times (first email 8/3/23) to cancel for multiple reasons. 1. I wasn't satisfied with the service. 2. The price the salesman told me was not the price I was being charged.
  When I got billed 79.99 on 8/4, 53.99 on 8/5, and 78.99 on 8/15 I continued to call until I talked to an agent about finalizing the cancellation because I was not receiving services, I wasn't satisfied with the 1 treatment I did receive, and I shouldn't have been charged 212.97 for treatments.
  The rep told me that there was an early termination fee even though the sales rep told me I could cancel at any time without penalty. I told him that I refuse to pay anything else to this company because it has all been misleading and a scam. Since then, they charged me 398 on 8/19 and I've received multiple emails about a remaining balance of 534.54 for an account I closed and services I didn't receive. The only charges that were authorized by me were the initial 1.99. The remaining charges were fraudulently charged to a card they held on file.

  

  Business Response

  Date: 10/26/2023

  Dear  *******,
  
  We do apologize for the confusion. You had signed up for two separate subscriptions the General pest control for $53.99 a month and the Outdoor package for $79.99 a month.  Upon signing the agreement, you had received a copy of the service agreements in an email. Both agreement had been viewed  multiple times. In the agreement it explains the monthly fee and the early termination fee. Since you terminated the services you have been charged the early termination fee of $199 for each subscription. All charges are valid. If you have any questions please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 10/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received, signed, or opened any agreement for early termination fees. I dont even know where you have them posted.

  When I spoke to the sales rep on the phone I specifically stated that I never sign up for any services that have contract and fees. I have been charged multiple times for services I did NOT receive.

  This is the worst service I have ever dealt with and the fact that you kept my credit card on file without my consent and charged me after I removed the card from your portal, is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/27/2023

  Dear *******,
  
  We sincerely apologize for any inconvenience or frustration this may have caused you. The early termination fee is on the agreement on line 5. The agreement was sent in an email and has been opened. We have sent the agreements to the email address on file ************************. You have been charged the monthly fee for each subscription.  We charge monthly as outlined in the agreement instead of a larger quarterly payment. The outdoor service is a monthly services from the months April to September. And the general pest control is a quarterly services. We offer warranty services when ever there is a pest issues.  If you have any other questions or concerns please call our customer solutions department at ###-###-####. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, I did not open that agreement or sign it. My ex boyfriend must’ve been the one who signed it. The only thing I agreed to was the one time 1.99 for trying it out. I was told on the phone (not in an email) to contact Hawx to cancel at no penalty if I didn’t want the service. I did that, but now you’ve continued to charge me for a service I didn’t receive, didn’t want, and tried to cancel several times. 
  Aside from not being satisfied with the service, when I found out how much you were charging, there is no way I could afford it! I even told the sales rep in the phone that I couldn’t even afford one of the fees for spraying. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/30/2023

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We have carefully reviewed your account and the signed agreement, and we understand your frustration regarding the charges on your account. We apologize if there was any miscommunication. As outlined in the service agreement, our terms and conditions, including the monthly payment structure and cancellation policy, were clearly communicated and viewed mulitple times. While we regret any inconvenience caused, we must adhere to the terms that were agreed upon. Regarding the billing discrepancies, we have verified that the charges on your account align with the terms outlined in the agreement. At this time, we are unable to offer a refund/credit. Furthermore, your account was successfully closed as of August 18th, 2023, with a remaining balance due of $539.54. Once again, we again apologize for any inconvenience caused, and we appreciate your patience throughout this process. Thank you for your understanding and for giving us the opportunity to address this matter.
  Sincerely,
  The Hawx Team

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have not addressed the issue. You are scamming people out of money. Money I can't afford. You are literally making it so I cant feed my family! I DID NOT sign up for anything with monthly fees or early termination fees. Please prove that I signed it! Give me a recording of the conversation with the sales rep! This is not a company that cares about humans or reputation.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/31/2023

  Dear *******,
  
  We appreciate your understanding and patience as we work towards resolving this matter.  We have resent the agreements you have signed for you to review.  If you would like to start a payment plan please call in to the billing department at  ###-###-####. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

• Initial Complaint

  Date:10/25/2023

  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.

  Account Number ******
  Paid $55/month for 4 months (total $210) for pest control. Hawk only came one time on 7/1/23 and has not been back since. Their spray did not work because we had mosquitoes all summer.
  
  I called in on 10/17/23 and they said they were supposed to come on 10/4/23 but had had a scheduling error and I let them know the products hadn’t worked very well against the mosquitoes anyhow and that I wanted to cancel instead and go back to our old provider. They would not listen to this and kept trying to reduce my monthly bill, schedule us again, and refused to cancel the account. When I had finally had enough she said she would terminate the account if I paid a $200 fee as stated in my contract. I pulled up the contract and in paragraph 5 it says if they fail to provide service then the $199 termination fee does not apply. She would not accept this and said another rep would reach out and that they would try several times and if they didn’t reach us we would be charged. I thought this was odd so I decided to email so we had a record in writing. We did not get any phone calls back and then on 10/24/23 we got an email stating they had tried to call several times and would close the account and charge the fee.
  
  I called again on 10/25/23 and spoke with yet another representative and they still refused to close the account and just kept talking over me. He said he would charge me and email me and sent over an invoice for $1,199.00!!

  

  Business Response

  Date: 10/25/2023

  Dear ****,
  
  We do apologize for the confusion. The invoice that was sent was a typo. The early termination fee is $199 and has been fixed. We do offer warranty services anytime, however you had signed up for the general pest control and that does not cover mosquitos. We do apologize for the missed appointment and we tried to get you scheduled as soon as we could the soonest we were able to schedule you was on October 4. And then on October 3 the appointment was cancelled due to route building. All charges are valid.  Your account is closed and you will no longer receive services. If you have any other questions or concerns about the balance please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you failed to provide services per the contract and we should not have to pay an early termination fee. There is also an additional charge back fee on our account that should not be there either. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 11/03/2023

  Dear ****, 
  
  We sincerely apologize for any inconvenience or frustration this may have caused you.  After reviewing your account, it looks as if the charge(s) on your account are a result of the dispute with your bank. Unfortunately, these are valid charges and we will not be able to remove them. 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

  Date:10/24/2023

  Type:Order 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.

  I just started my service and the sales rep that came to my home lied to me about how much I was going to pay. I told him I pay 120$ per quarter, so he told me it was 79$ per quarter and it would be cheaper. Now I'm told it's 79$ a month, that's basically that's 240$ per quarter. As I'm typing this email I've been on hold for two hours after I spoke to rep so I could speak to a manager, that's crazy. I just don't like being lied to, so I would like to cancel my subscription I've already emailed ******************************** You need to speak to your sales team about this because it looks like this isn't the first time.They made an addendum to my contact because I wanted to cancel my service that's when I found out that there was a cancellation penalty even though there sales rep lied to my face when I asked him if there was a cancellation fee. It's been two months that they skipped my service but they are ok taking my money. Now I'm in a contract until June ****. I just want to cancel but they keep putting me on hold

  

  Business Response

  Date: 10/25/2023

  Dear ****,
  
  We do apologize for any confusion and inconvenience this may have caused you. We will close out your account with a zero balance and with out adding the early termination fee. No other refunds will be given. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 10/26/2023

   
  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:10/24/2023

  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.

  I started a contract with Hawx pest control back in May and i was told i would be paying $60 a month for the subscription and they would come out and do the service every month. They charge me $79 everytime they come and service and in august I called and told them i wanted to cancel and they told me it was $398 to cancel and i decided not to cancel and my card was charged the $398 anyway. I filed a dispute and got my money back and they continue to recharge me the $398 everytime i get the money back on my card. They’re continuing to service my house and charge me for services and subscriptions but i haven’t gotten my $398 back for not canceling my service

  

  Business Response

  Date: 10/25/2023

  Dear *******,
  
  We sincerely apologize for any inconvenience this may have caused you.  When your account was reinstated on August 23rd per the conversation with the customer solutions representative you would receive a credit on your account for $199 and be refund $199. Your account was credited the $199 but the refund was not refunded. For this we do apologize. We have refunded the $199, please keep in mind it could take five to seven business days to reach your account. And for the inconvenience we have also credited your account $75 for the chargeback fee's. So you now have a $50 credit on your account. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising 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.

  Sales person came to our door and was dishonest and said they would treat our house ONE time and the transaction is a one time payment. NEVER said it was a 12 month contract. She had us sign for a ONE time fee only and at the time we were happy we would get this service. I get billed again and thinking it was a mistake on their part, I call to have services canceled only to be told I signed for a 12 month contract. I was then told cancellation and refund request would be submitted. Several weeks later, I still have an overdue payment and was told I cannot cancel this contract for any reason.

  

  Business Response

  Date: 10/25/2023

  Dear *********,
  
  We do apologize for the confusion. Upon signing the agreement, you had received a copy of the service agreement in an email. In the agreement it explains the monthly fee and the early termination fee. We can see in our records it has been viewed multiple times. We can close your account before the agreement is fulfilled. We would need to charge the early termination fee of $199 as outlined in the agreement. If you have footage of the sales representative saying it was a onetime service we would be more than happy to take a look at that. Should you wish to proceed with the cancellation process please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20777107
  
  I am rejecting this response because: I called and requested a refund and cancellation weeks ago and was never told there would be a fee. Please look back at my previous calls. There was a request submitted. Did you guys attempt to call me regarding my cancellation or collecting a fee?  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/27/2023

  Dear *********,
  
  We do apologize for any inconvenience this may have caused you. We do see that you had called in on August 24th letting us know you no longer want the service. We can remove the outstanding balance from August 25th to today. We will however be adding the early termination fee of $199. That is stated in the agreement.  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

  Date:10/24/2023

  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.

  I have been trying to cancel my service with Hawx for more than six months. I have called them five times asking for it to be canceled, and I keep receiving bills after being told it will be taken care of.
  
  I originally called in February - my contract was up in July - and was given the third degree by the CSR - "Why do you want to cancel? You have to have a reason. Just not wanting service isn't a reason." And so on.
  
  I called after my contract was fulfilled and switched to a monthly billing, making it easier to opt-out. I spoke with a "Joe" in account management either Sept 4 or Sept 11. He said they'd send someone out the following day (Tuesday) and then cancel my account. Three weeks later I received another bill.
  
  I spoke with a CSR named Crystal October 16. She said she put a "Pending close" on my account and that someone would call me within 24-48 hours. I said that someone MUST call me because this was now the fifth time I'd called to cancel and had gotten nowhere. She couldn't/wouldn't transfer me either to her manager or to account management, even though I had been able to access account management with my previous call. Not surprisingly, no one called me back. I made it clear I wasn't going to pay my outstanding balance (one month's worth of $39.99, billed monthly) and she assured me she understood. I'm still getting reminders about my outstanding balance.
  
  I have removed my credit card from my account so I don't continue to get auto-pay, but there is no option to cancel my account through the website. Neither is there an option for them to proactively cancel - I tried that in February before being told I had to call back when the contract was up.
   
  I spoke with a neighbor who had a similar experience and he recommended filing with you. I'm hoping you can help because this is getting ridiculous.

  

  Business Response

  Date: 10/25/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you.  After reviewing your account it looks like you have been closed out. We will remove the remaining outstanding balance of $39.99. Your account is now closed with a zero balance. If you have any other questions or concerns please give us a call ###-###-####.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:10/24/2023

  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.

  I have cancelled this service 3 times. The first time, I was told I had already paid for the service so they would be sending out someone for the service as I'd already paid for it, but that the service would be cancelled.
  
  Then the next month, they billed again and claimed that since a person had gone out after I had called the previous month the account hadn't been canceled. BY the time I called in this occasion, once again they sent someone out. Once again, they told me they would cancel the account as the payment and the person had already gone out.
  
  However, the following month, once again they billed me. I called and email the second I got the notice of the payment. I was unable to speak to anyone, but got an email saying that someone would reach out to me to cancel it and the next morning, at 8 in the morning, without my consent, they sent another person to do a service AGAIN.
  
  I have no contract and no service commitment and this is a total scam.

  

  Business Response

  Date: 10/25/2023

  
  Dear ********,
  
  We do apologize for any inconvenience this may have caused you. In June you had talked to the service professional that was servicing your home and you had let them know that you wanted to cancel. They do not have the ability to cancel accounts. The service professional did let the office know and we had sent out an email saying you would need to talk to an account specialist to cancel your service. So your account remained open until further action was taken. Then on August 26th you had talked to an account specialist and agreed to be serviced one more time. Then told to call in after receiving service to close the account. We cannot pre-schedule cancellations. All charges are valid. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team