Complaints

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

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• 

  Saela Pest Control

  1290 Sandhill Rd Orem, UT 84058-7306

  
• 

  Saela Pest Control

  372 Mountain View Rd Unit 15 Berthoud, CO 80513

  
• 

  Saela Pest Control

  542 Haggard St STE 507 Plano, TX 75074

  
• 

  Saela Pest Control

  16099 N Franklin Blvd Ste 1 Nampa, ID 83687

  
• 

  Saela Pest Control

  PO Box 780 Orem, UT 84059-0780

  

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:11/11/2023

  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.

  It took multiple phone calls/ texts and emails and over 5 months to cancel service with this company. Email was technically insufficient format. Customer service was technically not the correct person to talk to. A manager called me back once while I was at work and couldn't dispute my account with them. They sent service to my house anyway despite already switching to another company and now my address was being double treated. Then hounded me to update my billing information on the closed account. And just sent confirmation to treat my address again tomorrow. They need to make it easier to cancel service. Especially with pest control applications. This could be a health issue.

  

  Business Response

  Date: 11/30/2023

  Thank you for the opportunity to review and improve our customer service experience.  We have reached out to the customer to address her concerns directly.  We have honored her request. 

• Initial Complaint

  Date:11/07/2023

  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 verbally tried to cancel service, they had told me I owed $119.00 and had a last service then contract would be done. I was told I only owed $119.00 and on Saturday November 4, 2023 a guy came out to service the home, I was not home at the time and told him he couldn't go in because I have a dog and would not be able, I also told him I had cancelled and was told I would still have to pay for services, when no service was done. The guy who was out there hung up the phone on me and sat in his truck for about an hour. I called the office asking why am I being billed $239,98, I was told for service being done to the home. NO service was done to the home at all, I called on November 7,2023 and again was I was being billed for service done to the home!! I did NOT receive any service, he sat in his truck!!

  

  Business Response

  Date: 11/16/2023

  Thank you for reaching out.  We appreciate the opportunity to review and improve our customer **********************. We have reached out to the customer directly and resolved the issue.  

• Initial Complaint

  Date:10/25/2023

  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.

  10/25/2023
  I have used this business' for years with no issues. There prices went up and I can no longer afford plus was doing home renovations to were services wernt needed so attempted to cancel on line and threw messages with business'. A few days later received a message they were going to service my house and i said no thank you i want my service cancelled . Then today they sent someone to service my house while i was not home and said since i didnt call and verbally cancel i was still going to be charged for service. I feel with all the messages back and forth the last few days they would have informed me that i needed to call and verbally cancel instead of leaving me to believe that it was cancelled with our last conversation. I dont feel I should have to pay the $178 for a service I cancelled and they couldnt perform since I was not at home. please help me reolve.

  

  Business Response

  Date: 10/31/2023

  Thank you for the opportunity to review and improve our customer service.  We were able to connect directly with the customer and resolve this matter.  

  Customer Answer

  Date: 11/01/2023

   
  
  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:10/04/2023

  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.

  Saela Pest control came to my house without my permission. I was out of town. That means the inside, side and back of the house were locked up. They performed a service even when I told them not to and then they charged me full service that I told them not to do. Then, I got sick, my son got sick, was hospitalized and Saela couldn't come continue the service because of our illness. Its not fair to pay full price for 1/3 of the service. I am no longer a customer of Saela and this bill needs to be forgiven. The amount was $114.00

  

  Business Response

  Date: 10/17/2023

  Thank you for the opportunity to review and improve our customer service.  We have reviewed the customer's account and circumstances surrounding the transaction.  The terms of the agreement are very clear that when regular services are scheduled and performed, the company will service all accessible areas and will charge the full price of the services.  The customer is invited to arrange for a free re-service to treat any areas that were unavailable during the regular service. However, to address the customer's concern, we are willing to reduce the amount owed to 1/3 of the original charge.  Our agents have updated the customer's account and have attempted to reach out to the customer to inform her of the change.   

  Customer Answer

  Date: 10/23/2023

   
  
  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:09/24/2023

  Type:Product 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 August 10, 2023 I cancelled pest control services with Saela Pest Control. It was extremely difficult to find the right department and there was no confirmation of cancellation. There is no way to cancel except to call in a very short window, and get transferred multiple times until you find the right person. They will not accept cancellation until a "valid" reason is given. There should be no reason required except "I want to cancel service".On September 14th they unexpectedly service the property and billed my account while I was out of town. I would like Saela to acknowledge that the service is cancelled and refund my account.

  

  Business Response

  Date: 10/02/2023

  Thank you for the opportunity to review and improve our customer **********************. We were able to speak with the customer directly and resolve the issue.  

• Initial Complaint

  Date:09/07/2023

  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.

  DO NOT USE THESE PPL ITS A SCAM!!!
  We have been trying to cancel this service for 6 months. Yet they show up every month! We have told them my wife works from home and not to beat down our front door, yet they continue to do so every month. If she doesn’t answer they keep banging! She isn’t answering because she can’t…. It’s like the cops are at the door. It’s insane. They left our gate open twice, we have three dogs, they keep showing up after confirming service has been cancelled. You tell them, they say oh I’ll let the office know. Nothing happens. I want my account closed and to NEVER hear from them again!

  

  Business Response

  Date: 09/15/2023

  Thank you for the opportunity to review and improve our customer service.  We have reached out directly to the customer and resolved this matter.  No further contact with the customer will occur.  

   

   

• Initial Complaint

  Date:09/05/2023

  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.

  On Aug 15th, Saela Pest Control local team came out to perform a one time full attic clean out. The team returned on Aug 18th to complete the service. During the service, some insulation fell on personal clothing on Aug 18th, of which Saela manager verbalized a credit/refund in the amount of $300. Full service was to cost $6000 and would now be $5700 of which I signed paperwork to have the payments financed. On Aug 22nd, email receipt confirmed the service was complete and that the $5700 would be deducted “from next auto payment”. This is not the form of payment that was agreed too; payment was to be financed and not to be deducted from card on file that corresponds to ‘other’ quarterly service. Aug 22nd, I explained the incorrect source of payment and the agent assured me this would be corrected on their end. Aug 23rd $5700 was withdrawn directly from my bank account from the card on file that was not supposed to be used for this service. I again called back, spoke with same agent whom then transferred me to another agent/manager and I was told this would be refunded to my account and to allow 3-5 business days to process. Aug 25th-Sep 5th I called daily asking to speak someone in finance/billing department. Each time I’m told that is not possible and that the money had been refunded but it still was not done. Aug 31st, a different manager requested I submit copy of my bank statement as proof that the refund had not been applied to my account via their online portal as well as via email. Sep 1st, finally someone in billing returned call and confirmed that it appears some glitch occurred with their system and my refund was stuck and not sent to my bank. This was supposedly escalated and promised to call me back with an update. He never did and despite my 5 messages today, Sep 5th, no one could transfer my call to him and he never returned any of messages that I left with the customer service agents.
  I want and deserve my $5700 back as soon as possible.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service. We have been able to contact the customer directly and resolve the issue. 

  Customer Answer

  Date: 09/11/2023

   
  
  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,
  
  
  
  ***** *********

• Initial Complaint

  Date:08/31/2023

  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.

  Robby C********* stalked my home until he noticed my garage door was open and sold me a sales contract for pest control. I now cancelled that service contract less than 30 days later and am now being charged an early termination fee of $400. This is not right and I should be reimbursed for the fees I've already been charged.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service.  We have been able to contact the customer directly and resolve the issue.  

• Initial Complaint

  Date:08/28/2023

  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.

  In 4/2021 I signed up for a one year contract for home pest/mosquito. I renewed in 2022. On 4/5/2023 I got a text, next treatment sched 4/7. I did not want to renew. Called 4/5, spoke w/Louis L****- told me I was past the window to cancel & my account automatically renewed. He told me my 2 options: Continue with the annual contract or pay term fee of 50% of the contract. I verbally agreed to the contract as I didn't want to pay $350+ for nothing. I asked for a copy of the verbal contract emailed and I didn't get it. I called many times, each person stated that I verbally agreed to the contract and was obligated to pay it or 50% term fee:
  4/7: Brandon W****
  5/24: Abraham P******** said he would review past calls & call me back. He didn't. He also said that they would charge me half of the 1st mosquito treatment $74.99; I was charged in full
  8/11: Carlos H******** to discuss missing discount. He said a refund was applied but it wasn't. Also did not call back.
  8/20: Ricardo K*****. Said I never had to renew a contract. Said Carlos H******** will return my call. He didn't.
  8/23 I emailed to [email protected] to call me. No call/email response.
  8/24 Abraham P******** said my ticket was escalated &they were working on it. Said someone will call 8/25. No call received.
  This is a manipulative, fraudulent means of extorting customers given the fact that my options were to continue paying for treatments or to pay hundreds of dollars to get out of contract.
  I have wasted hours of my time on hold, talking with different reps and managers who never call me back, and paid for services I explicitly stated I did not want beginning on April 5, 2023. I have additional treatments remaining that I do not want nor intend to pay for. At minimum I want $40 refunded but believe I should get compensation for being lied to and coerced into agreeing to additional contract. Further, I requested a copy of the verbal contract from 4/5 3 times in the calls that I made & I never received it.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service. We have contacted the customer directly and were able to resolve the issue. 

  Customer Answer

  Date: 09/11/2023

  
  
  Better Business Bureau:
  
  
  Immediately following the filing of this complaint, Brett R*******, the manager of a local branch reached out to me. He was extremely apologetic and confessed he was not aware of my issues. He took accountability for all of my experience (despite my belief that it fell squarely on his shoulders since I called the main customer service line, left a dozen messages and emailed corporate several times which resulted in no response from both avenues of contact). Ultimately, he explained that the verbal contract I was allegedly locked into was not binding, granted a refund of several of the services and assured me that he would provide training to employees to improve customer service across the board. I appreciated his attentiveness and ability to provide a satisfactory resolution.

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

• Initial Complaint

  Date:08/22/2023

  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.

  Got tricked into signing a two year contract. Pest control does not work. False advertising. Manipulative practices. Lies, taking advantage of women. Product does not work. Have told them repeatedly that bugs have gotten worse! They refuse to cancel my contract. Have even had managers come and they say bc of the trees I will still have bugs. I have not seen a decrease at all no mater how many times they spray. They want me to pay early fee, I will not when they have not held up their end of the contract!

  

  Business Response

  Date: 09/06/2023

  Thank you for the feedback and the opportunity to improve our customer service.  We have reached out to the customer directly and are in the process of resolving this matter.  We believe we have worked out a satisfactory solution.  

  Customer Answer

  Date: 09/06/2023

   
  
  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,
  
  
  
  ******* ******