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 Services, LLC

  5602 Elmwood Ave Ste 208 Indianapolis, IN 46203

  
• 

  Hawx Smart Pest Control

  475 Metroplex Drive, Unit 110 Nashville, TN 37211

  
• 

  Hawx Services LLC

  6307 Chapel Hill Rd Raleigh, NC 27607

  
• 

  Hawx Pest Control, LLC

  245 W Roosevelt Rd West Chicago, IL 60185

  

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:08/11/2023

  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.

  On 8/10/2023, a rep from Hawx came to *********** complex and said that they had the HOA's approval for providing service--they did NOT! The rep told me there were all these active wasp nests around my property and showed me pictures. He also told me it would be a one-time service to remove the nests and treat the area spots so they did not return. He then had me sign a service order for someone to come out to treat today, 8/11/2023. He also took my credit card number and said that I would not be charged until after the service. A few minutes after he left, I received a receipt for the payment that had been charged to my card--even through the service wasn't happening until the next day. Upon looking at the service information in the email I was sent, I saw that it was a contract for a monthly service with an autopay and that I had 3 business days to terminate. When the actual service person came out, he initially didn't remove any of the nests and when I asked him about it, he told me they were not actually wasp nests. He did knock them down after I asked him about it, but said that there was no treatment to prevent them from coming back. I can't get anyone on the phone to cancel the contract I didn't I was scammed with and when I went on the chat to try to cancel, I got the following response: "unfortunately we are not able to process cancellation requests via chat. For that we would ask that you call and speak to an Account Specialist in our Customer ********************* They do have a longer than average wait time right now so you can request a callback on the automated system. That feature is available Monday - Friday until 3 PM MST. If you have already requested a callback an account specialist will contact you. No need for multiple requests, each one will start the wait time over and delete your previous request. The current wait time for a callback is 72 hours, not including weekends." This would take me outside of the 3 day cancellation period.

  

  Business Response

  Date: 08/14/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year. After reviewing your account you are within the three day time frame. We have refunded the payment made, 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

  Date:08/11/2023

  Type:Customer Service 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 have been attempting to cancel my service with this company as I have not been satisfied by their service. I've tried using their Live Chat which resulted in a message saying I had a "2" wait (minutes? hours? years?), and when attempting to call I was placed on hold for over 30 minutes after speaking initial to a representative about cancelling. They asked for my info, placed me on hold, and then over 30 minutes later the call was disconnected. Beyond telling someone I want to cancel, I have had no success in speaking with anyone. Logging into the Customer portal provides no option for cancelling the account. From what I've read, this is becoming a common experience with the company which is concerning, and makes me want to ensure I cancel my service with them as quickly as possible, but they provide no avenue for doing this. Why would I need to wait on hold for more than 30 minutes after speaking to representative initially just to cancel my service? It doesn't make sense.

  

  Business Response

  Date: 08/14/2023

  Dear ****,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year. Upon signing the agreement, you had received a copy of the service agreement in an email. It was viewed on May 2. In the agreement it explains the monthly fee and early termination fee.  To rectify the situation we will close out the account without the early termination fee. 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

  Customer Answer

  Date: 08/17/2023

   
  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:08/11/2023

  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.

  On 7/25/2022, we were approached by a young man employed by Hawx named Logan who fed us the lie that the company was providing pest control services in the neighborhood with a promotion of 40$ per month. He did not state the 40$ was for the first month only. Once we noticed the rise in cost, we attempted to call the company for cancellation in 11/28/22. The representative stated that given the situation and that the representative was no longer employed with the company, our contract would be terminated once the 12 months were up. I trusted what the representative stated and paid for the remainder of the contract despite the service not working and being exponentially more expensive than what was told to us. The contract terminated in July 23, but we were charged for an 8/6/23 visit. The company has proceeded to never answer emails except to state to call the company number. I have made multiple phone calls, attempted to use the live chat, only to have the representative spam the same automated message about calling the company number (which never answers) or having a representative reach out to me through email. I have been hung up on and placed on hold for several HOURS. They refuse to cancel my account, won’t reach out to me for cancellation, or even pick up the phone for clarification.

  

  Business Response

  Date: 08/11/2023

  Dear *****,
  
  We do apologize for the confusion. In the agreement it explains the monthly fee and by initialing the agreement you are allowing the monthly fee to be automatically withdrawn. We do see we sent you an email about the price increase on 8/6/2023, We are not able to process any refunds for the payments made. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team
  
  

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was told by one of your workers that my account would be closed upon termination of my account’s 12 month contract on July 2023. You went ahead and charged me a subscription fee after that on August 2023 that apparently goes “month to month” without notification. The complain is not about your 8% increase, but about your failure to respond to phone calls, emails, or other correspondence and confirmation of any prior conversation with your customer service representatives and account specialists. 
  
  
  Sincerely,
  
  
  
  ***** **

  

  Business Response

  Date: 08/16/2023

  Dear *****,
  
  
  We do apologize for any inconvenience this may have caused you. We cannot pre-schedule cancellations, you were advised to call us once your agreement term ends to cancel. 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:08/11/2023

  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.

  On June 16, 2023 a Hawx Baton Rouge salesman came to my home and discussed the services provided Hawx Pest Control. I informed the salesman that I had pest control via another company where I was paying t $90 every three months for quarterly services. The salesman told me that Hawx would provide monthly services for $55 per month. Therefore, I decided to execute a contract with Hawx (account #******). I was notified today, August 11, 2023 that Hawx would only provide services on a quarterly basis. Therefore I am paying Hawx $600 annually for the same services that I was receiving from the other company for $360 annually.
  
  The salesman provided me with false information/advertisement. I would never agree to pay double for the same amount of services.

  

  Business Response

  Date: 08/11/2023

  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 16. In the agreement it explains the monthly fee and quarterly services. To rectify the situation we will go ahead and get the next 5 months of services scheduled so you don't have to continue to call in. We have scheduled the services on the 21st of each month. If you are still wanting the monthly service after these 5 appoinments you will need to call into us to get them scheduled. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  
  The Hawx Team

• Initial Complaint

  Date:08/11/2023

  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.

  Please reopen #******** case I did not receive the last BBB email Aug 1. We want to cancel service at **********************************************************************. We called many times to cancel when our contract could end. They either did not answer the phone, with a message that said you have to wait at least 30 minutes for an answer, then the phone hung up on us. One time we did get an answer and they said they didn't know how to cancel but continue to charge the credit card. We cannot get customer help and we want to cancel. We also tried to have a tech come out and check the bait after a year and was told "We don't do that." Therefore, we wish to cancel. Terrible service. We believe the contract is void when they don't offer the service required.

  

  Business Response

  Date: 08/11/2023

  Dear *****,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year.  After reviewing your account it looks like you have fulfilled the agreement. We have closed your account and have scheduled a **************** to pick up the Termite Bait Stations on 8/16/2023. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 08/11/2023

   
  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,
  
  ********************* And ***************************

• Initial Complaint

  Date:08/10/2023

  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.

  this door to door scam company sold us on a service, they dont answer the phone, they dont answer email until a week later. they tell you to use a chat bot or whatever on their website. the billing is confusing and there are massive early termination fees. the sales people are incredibly pushy and dont stop selling. run from this company

  

  Business Response

  Date: 08/11/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year. After reviewing your account it looks like you have been closed out.  If you have any other questions or concerns please give us a call ###-###-####.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The fees for early termination are unclear and services were not provided timely. Also the business was never available during any of the phone attempts I made. It took over a week to even get an email back when I was trying to cancel. This is not acceptable behavior from a company.
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 08/14/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year. Upon signing the agreement, you had received a copy of the service agreement in an email. It was viewed on May 13. In the agreement it explains the early termination fee. Your first appointment took place on the 15th of May.  Once again we do apologize for any inconvenience this may have caused you. Your account is closed.  If you have any other questions or concerns please give us a call ###-###-####.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Failing to answer the phone at various times of the day and failure to respond to emails and service requests that are mentioned in the documents you are telling me I've signed. "It's our busiest time of the year" is unacceptable as a response. You seem to have no problem securing me as a customer and taking my payments, however when I am asking you to come perform the warrantied service I signed for you can't be reached because "It's the busiest time of the year". You have stolen my money and my time and rendered terrible service (one time over the course of several months of billing). Frankly I don't care if it's your busiest time of the year, or your least busiest time of the year. You agreed to answer my phone calls / emails / and any other form of communication required in order to service my address. You failed to do so and I want the BBB and anyone else reading any of this to know that. It is plain and simple theft and negligence. Reconfirming that my account is cancelled is irrelevant at this point you've already done that in my Google review as well and we're all aware I'm not your customer anymore.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 08/16/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. We as a company are experiencing growing pains and are working really hard to work through them. We are putting new systems in place for customer to set up appointments on the portal.  If you have any other questions or concerns please give us a call ###-###-####.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/10/2023

  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.

  On July 13, 2023 I entered into a contract with Hawx Pest Services. The Salesman was Brayden and I was told that these services would be for July, August, September and October at $49.99 per month for a total of 4 months. I only needed services for these months as that’s when it is warm outside and that’s when I wanted to be outside WITHOUT the bugs. He signed me up on his IPad and showed me his notations of those months on his IPad. He actually digitally signed for me because I did not know how to do it! He told me my contract would be sent to me through the mail the next week. I am 87 years old and my husband is 97 years old. I should have known that I should get a copy of the contract at my signing. I sent Brayden an email requesting a copy of the contract-no answer. When another salesman called yesterday offering another service, I requested a copy of my contract. As you can see from the screenshot I sent you, I received the contract YESTERDAY. When I read it, I was horrified. Nothing Bryden told me was the truth. I realize I should have gotten the contract right then, but he told me that I would get my copy in the mail. The only thing I had to go by was Bryden’s word which was ALL LIES. I CALLED THE company yesterday to see if I could get some resolution. The best the company could do for me was to offer a chance to early terminate for 199.00.
  They did offer me two months credit but I still would have 10 months left at $49.99 each month! I KNOW my husband and I CANNOT afford this. As I stated previously I am 87 and he is 97. We are both living on SS with a mortgage and medical bills. I am at my wits end! What will we do? PLEASE PLEASE see if there is some way this contract can be cancelled. The salesman really took advantage of my naivety. I just saw the contract yesterday with payments for 12 months INSTEAD of for 4 months, which was what I was under the impression was what my contract was for! THANK YOU for ANYTHING you can do to HELP

  

  Business Response

  Date: 08/11/2023

  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. We apologize if there was any miscommunication or difficulty in reaching our company. As outlined in the service agreement, our terms and conditions, including the monthly payment structure and cancellation policy, were clearly communicated. 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. Furthermore, after speaking with one of our Customer Solutions agetns your account was "saved" as of July 14th, 2023, with a credit on the account of $100.00. Once again, we 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: 08/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I sent the copies showing that I only received a copy of the contract last week.  How could I know what the terms were WITHOUT SEEING the contract.  I told the company that Bryden LIED and told me that this contract was only for 4 months.  I would not have signed a contract for 12 months.  I accepted the $100 credit thinking it would give me time to find a way to GET OUT OF THE CONTRACT.  I FEEL and I BELIEVE that I was scammed by Hawx,s Representative.  He actually did the digital contract because I did not know how to use it.  My big concern is that my husband and I live on social security.  We have a mortgage and medical bills.  I CANNOT nor will I be able to meet the payments on this contract.  What can I do!  I am 87 years old-my husband is 97 years old!  I should have gotten a contract AT THE TIME OF SIGNING THE CONTRACT but FOOLISHLY I Trusted the salesman when he said I would get the contract in the mail.  Never did UNTIL last week. Should we suffer because HAWX,S REPRESENTATIVE scammed and lied to us?   PLEASE see if you can correct this misrepresentation by Bryden by getting me out of this contract- one which I CANNOT fulfill.  I hate to think that at our age we will incur a lot of legal fees for something we cannot help!  Any help we can get with ENDING this contract will be appreciated.  Thank You!
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 08/14/2023

  Dear *******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year.  To rectify the situation we will close out the account without the early termination fee. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 08/15/2023

  
  
  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:08/10/2023

  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 just spoke with Hawx and canceled my service also found out I have to pay $400 because im in a new one-year contract. I will start from the beginning. Back in May this year I called Hawx several times to cancel my service and was always set on hold forever until I would just give up so I sent an email on May 12th wanting to cancel. They replied that I would need to call them. I finally was able to speak with someone and told them I wanted to cancel my service because I was moving. They told me it would be $400 to do that but could transfer my service to my new address and it would be cheaper because I only had 2 months left of service in my contract which would be about $180. I told her I would be renting and needed to see if they already had pest control. I called back about 2 weeks later to change my address with them. The lady I spoke to said that's no problem she was sending me the form to sign with my address change and to send it back while I was on the phone with her. Well, I did this from my cell phone with small writing and had no idea I was signing a whole new year contract. She never said I was getting extended over another year and just made it out like the form was the change of address. I currently owe them about $490 and I am willing to pay the $90 service fee I owe them if they will waive my $400 fee for breaking my contract.

  

  Business Response

  Date: 08/11/2023

  Dear ****,
  
  We do apologize for any inconvenience or frustration this may have caused you. Upon signing the agreement's, you had received a copy of both of the service agreement's in an email. Both of the Service Agreement's were viewed multiple times on June 8th, As well as on June 12th. In the agreement it explains both the monthly fee and the Early Termination Fees and by initialing the agreement's you are allowing the monthly fee to be automatically withdrawn. According to our records, the service agreement was signed, and the three-day cancellation period has elapsed. If you have any other questions or concerns please give us a call at ###-###-####.
  
  Thank you,
  The Hawx Team

• Initial Complaint

  Date:08/10/2023

  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 hired Hawx pest control to rid my mother’s home of some rodents that had entered through a hole in her awning. They informed me that I could receive a discounted rate if I signed up for a year contract, which I did. The contract ended in February of 2023 and I called prior to that to inform them that I did not want to continue with their services past February. Then they continued to bill my card from March through July. I called and asked for reimbursement of those fees billed without service ( they haven’t been out to my mother’s home since February) and they informed me that they will not be returning any of that money, then they hung up on me. I had to go through my bank in order for my funds to be reimbursed. Now they’re stating that I still owe them $84 but I have paid their monthly fees through February of 2023. They continue to send emails and continue to harass me for $84. I have tried to resolve this in a civil manner but there has been no reasoning with these people. I would like to file a complaint based on billing without providing services and for harassment.

  

  Business Response

  Date: 08/11/2023

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year. After reviewing your account it looks like you have been closed out as of 7/14/2023. As well, after reviewing your account further, it looks like we will be able to coupon the past due balance of $86.60. If you have any other questions or concerns please give us a call ###-###-####.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/10/2023

  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.

  I have tried on at least five occasions to cancel my service, but every time I call, they put me on hold to wait for an account specialist but nobody ever answers the line. I have requested a callback multiple times as well and never received one. The agent I spoke with today said there was no record of me requesting a callback. They just put people trying to cancel on hold on a line that is never answered. Its a scam to make people give up and keep accumulating charges.

  

  Business Response

  Date: 08/11/2023

  Dear *******,
  
  We do apologize for any inconvenience this may have caused you. This is our busiest time of the year.  After reviewing your account it looks like you have fulfilled the agreement. We have closed your account and you will no longer be receiving services.  If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team
  

  Customer Answer

  Date: 08/14/2023

   
  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,
  
  Mixaela Corona