ComplaintsforSaela Pest Control

• Initial Complaint

  08/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** (now ********************* since 2014. My contract expired (wasn't notified) and was charged more for a visit that was supposedly out of contract. I called and verbally agreed to extend the contract for additional services and a price lock, however the company is refusing to send a document in writing with the new price and number of included service visits stating "we just don't do that here." I have called multiple times and spoke to several sales representatives who all say the supervisor is "too busy" and refuses to answer my call and has not emailed a copy of the price/contract terms despite being told this would occur. I'm not asking for much - simply a copy of the agreement.

  

  Business response

  08/25/2022

  We were able to contact the customer and resolve her concerns. 

  Customer response

  08/26/2022

   
  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

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Technician lied to my wife and I quoting us $5,500 dollars to remove entire insulation from attic because of a "mouse infestation." Received a second opinion and turns out there were no signs of mice in my attic but a bird flying in and out of my dryer vent. When confronted, Saela was unable to cancel my contract without charging me even more money and as a result, I have been forced to pay $150 a quarter for their sub -par services and dishonest technicians. Furthermore, when confronted a second time, it was communicated that they did not believe this happened as there was no proof and/or documentation of this quote provided. Customer service is extremely unhelpful and seem to only care about making money off their customers instead of actually providing an honest and decent service.

  

  Business response

  08/30/2022

  Thank you for sharing your concerns with us.  We appreciate the opportunity to address the issues raised and resolve any misunderstandings. In your complaint, you raise concern that that you felt you were lied to by our representative and want to cancel services without an early termination fee. Pursuant to our policies, when a complaint is received, an investigation is conducted, and our team gathers the facts from the relevant parties.
  
  On March 15th ****** called in requesting a free reservice for mice activity in the laundry room. On March 17th, one of our service technicians did a full inspection of the interior and exterior of your home including the attic. During his inspection he noticed droppings, tunneling and signs of nesting in the attic (see the attached pictures of your attic).  This is a sign that rodents have an access point to the attic and are nesting in the insulation and contaminating it with their waste.  The Protection Program you have with Edge includes pest control, which we have provided, but as a curtesy to our customers when we find significant damage to the home, we provide a bid to midgait it.  That day you were given a bid to clean all of the contaminated insulation out of the attic, find and seal any pest entry points, clean all of the remaining surfaces really well, then replace the insulation with new materials.  This was presented to you as an optional service.  However, our licensed and certified professional thought it was a big enough of a concern to strongly encourage you to move forward in order for you to protect the health of your family.  We have honored your decision to not have this done at this time and have not pushed you future on this issue.
  

  We have found that it is common in areas with new construction, mice run rampant as builders disrupt their home. We regularly see houses that haven’t ever had rodent problems get rodent problems as a house is built across the street.  If a home has entry points, rodents will find it. Rodents also reproduce quickly.  We are glad you were able to find the entry point that pests have been getting in your home and hope you have been able to block further entry. 

  I was able to listen to your recent call with our customer care center because in your complaint you stated, “it was communicated that they did not believe this happened”   It sounds like you were talking to a representative that was untrained in our exclusion services and he didn't do what he has been trained to do by researching the account and reading notes in your account.  We apologize for the confusion that caused.   This issue has bee delt with with this individual and we have provided additional training to all of our phone representatives to avoid this situation in the future. 
  
  We are sincerely sorry that you feel dissatisfied with your service, your account has been close, the early termination fee has been waived and you currently have a zero balance. We are grateful for the opportunity to explain the circumstances surrounding this case and appreciate the insights we have gained from hearing and investigating your claim.

  If you have any additional questions or concerns, please contact me at your earliest convenience.

  Customer response

  08/31/2022

  
  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

  08/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Saela, previously known as Edge has been incredibly misleading in their tactics for entering a lengthy contract and despite stating on the phone in the initial call that the contract could be ended early if needed, they refuse to do so. Not only have they been difficult to work with but their services often werent effective. Even when we were unsatisfied with their services and continued to have pest problems, we again were told we had no choice but to continue. I have paid for almost a year now for a service I am not happy with and have repeatedly requested to cancel. They were entirely misleading in their description of what their contract would entail and their customer ********************** has made it impossible to cancel the contract despite their ineffective service. I simply want to cancel the remainder of the contract and no longer have to pay for their all around poor service.

  

  Business response

  08/22/2022

  We are sincerely sorry that you feel dissatisfied with your service. Your account has been closed and the cancelation fee waived. To show that Saela is willing to take care of you, we would like to offer a free  treatment at your new home address ******** activity.  Let us know if you would like to set up that service if desired. 

  Customer response

  08/24/2022

   
  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,
  
  ***** Del ******

• Initial Complaint

  07/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Several years ago we agreed to a one year contract with Edge Pest Control. At the end of the contract, I didn't want to continue with their services. Last summer (2021) my husband stated that we needed pest control services again. He said he would like to use Edge pest control again (now known as Saela). Fast forward to June of 2022. We got an email from Saela stating they were going to service our home. I called them to let them know we no longer needed their business as we had sold our home and were moving to the mountains where we would take care of our own pest control needs. The customer service rep told me that per our two year contract, we had another four services to go. I told the rep we have no contract, nor would I ever agree to a two year contract as we'd been talking about selling our home since May of 2021. I asked for a copy of the contract and what he scanned and emailed had FORGED signatures and initials. There weren't even discernable letters and both myself and my husband have very clear letters for our signatures and our initials. I was very upset as this felt like a complete scam. When I stated this to the rep, he was very calm which made me think he's heard this accusation before. When I got upset about the forged signatures and initials I asked to speak to management and got my husband involved on the call we well. He was also upset about the forged signatures and initials and he stated to the representative that he would not have a signed a two year contract. We did speak to two more representatives (supposedly higher level than the first representative) and they stated that if we were to break out contract, they would only charge for two services rather than four services. We stated we weren't going to pay for any further services as we HAD NO TWO YEAR CONTRACT and the signatures they showed us on the scanned document were most definitely not ours. Since then, I've received a statement for $259.98 Acct# ******

  

  Business response

  07/19/2022

  Ms. *********,

  Please see the attached account statement showing a zero balance on your account.

  We strive to make sure our customers understand all the terms and conditions related to our services. Our phone sales representatives are extensively trained and required to explain the key terms of the agreement with customers before scheduling a service.  We keep a copy of the phone call as a your verbal agreement to the contract, because the terms of the agreement were not clear to you we have waived the early termination fee of $259.98 and closed your account. 

  We are sincerely sorry that you feel dissatisfied with your service, if you have any additional questions or concerns, please contact us at your earliest convenience.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company puts you into a contract which they will not let you out of. When we did finally get out of the contract they did not make note that we were released from the contract in their own systems and denied that they let us out when we called again to ask why they continued to send services out. We were billed for a service we did not agree to. They are refusing to refund the service fee.

  

  Business response

  07/27/2022

  I have researched your account, on October 16, 2021 we spoke with Rian who agreed to one more year of services at your property.  The last service was performed at your home on June 17th and you called to cancel your services on July 6, 2022.  You still have a balance owing of $158.75. 

  

  Business response

  08/15/2022

  After looking further into your account it appears that in the conversation on October 16, 2021 Rian agreed to a contract term of 5 services instead of the original 9 services in exchange for one free service and the remaining a $30 discount for the next 2 services. 

  
  The agreement states in the Auto-Renewal / Cancelation Policy / Early Termination Fee section:

  
  "The minimum purchase obligation for this Agreement is 9 Services (paid). After that, Regular Services will continue every 12 Weeks until You cancel the Agreement. You will be charged the Regular Service Fee each time a Regular Service is performed,according to the terms of the Agreement."

  
  The 9 services was amended to 5 but auto renewal was still in effect until you called on July 6, 2022 to cancel. Your account is now closed and has a zero balance.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up with the company on two door sale contracts, never received any hard copy of the contract in spite of the fact that *********** law says that when there is a door sale of a contract a hard copy shall be sent to the customer within 15 days emphasizing the fact that the customer has 10 days to cancel. The second contract I was not aware of was a contract before several month later where they stated that I had an upcoming service on it. I called them and stated that I did not sign up for a contract only a one-time service. They stated that I had to pay for it. Now they have changed their name and still claims that I have to obey by the contract even they are a new entity and I have not signed anything agreeing upon anything like that.

  

  Business response

  06/01/2022

  Our office contacted the customer and resolved the complaint.

  Customer response

  06/06/2022

   
  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

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for pest control in April of 2021 the sales rep informed me that I could cancel at any time but failed to inform me that hidden in the contract billing requirements that if we canceled “early” I have to pay $287. The reason for our complaint is the sales people should not be allowed to say you can cancel any time without informing you of a cancellation fee or informing you that you are signing an agreement with a time requirement. We understand the wrote the info in their insane contract but the first lie to you over the phone to make you feel comfortable about signing it. I have paid the fee so they will not keep sending people to walk around my property without actually doing anything and billing me for it but would appreciate at least a particular reimbursement as I feel their sales rep lied to me

  

  Business response

  06/21/2022

  This is A duplicate of BBB compliant number ******** which was responded to on 1/26/2022 and is considered resolved by the BBB.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had pest protection with Edge Pest Control for almost a year now, and I could not be more disappointed. In the fall, when it got cold, we started to see mice in our house. Edge came out to do a service, but it didn't help and we continued to see mice. I called to schedule a reservice to address this problem and they said I would have to pay for that. I refused and eventually they sent out another technician. This technician literally did nothing when he came. He didn't check the traps and he didn't set any new ones. We asked if he had any more traps he could set. He said he didn't think he did but eventually went out to his van and got some more. However, instead of actually setting them, he just left them there for us to set. At this point, we were doing the only effective pest control ourselves so I called to cancel my contract. Since the service was not being performed as described and I was understandably dissatisfied, this should have been no problem. However they would not let me out of my contract, which had over a year left on it. The next time we had a service scheduled, the technician did not even come into our house or check the bait stations outside. I don't understand how they can provide any pest control if they do not reset their traps. After this service I called to explain what happened and request a reservice. This time they sent out another technician with notes specifically saying to reset the traps inside and the bait stations outside. The technician came and left my house without those things being done yet again. When I told the company about this, they said that the technicians notes said the bait stations we reset. I responded with a picture of one of the bait stations still covered in leaves, it clearly had not been touched. I have asked for a refund, no response yet. Additionally, for months now, I have been telling them that the mice are in our heating vents, yet no action has been taken to mitigate that situation.

*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. ↩