Complaints

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

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  Aptive Environmental, LLC

  548 W 8360 S Sandy, UT 84070-6440

• 

  Aptive Environmental, LLC

  488 Lindbergh Ave Livermore, CA 94551-9554

• 

  Aptive Environmental, LLC

  22 High St Unit B Norwalk, CT 06851-4702

• 

  Aptive Environmental, LLC

  733 Lakeview Plaza Blvd Ste E Worthington, OH 43085-4778

• 

  Aptive Environmental, LLC

  17919 W Lincoln Ave New Berlin, WI 53146-2126

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:09/19/2023

  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 believe the way that aptive is selling their services is a scam. They have shady tactics and their prices are more than competitors. They make you believe you are getting a deal but in reality they lock you into a long term contract just to use their services. The part that is shady is that you dont even know if the product works. If the product doesnt (which it didnt for me) you are still stuck having to pay for their services. I had had an ant problem during the summers like most homes around my area do so i decided to pay for pest control when the sneaky sales man came to my door. None of the treatments made during the time i used them resulted in resolving any ant issues. The guy that sold me the product told me i only have to get them to come 4 times, but when i spoke to my rep she told me 6 times, then tried to charge me $200 for cancelling. I don't know about you, but if you are charging people $200 to cancel services bc they don't work out, that is a company i would stay away from. do yourself a favor and find another pest control company that is really out to help you solve your problems instead of find ways to burn a hole in your pocket. Why would you even lock anyone in to a long term control for pest control anyways? The reason is bc the product doesn't work. Their business is not pest control, its manipulating people to sign the contracts to lock in payment and charging people cancellation fees. That is the business model.

  Business Response

  Date: 09/25/2023

  Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer.

  Customer Answer

  Date: 09/25/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:09/18/2023

  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.

  This is company that sprays for pests. They were coming door-to-door offering a discount of $199 if you signed up and purchased a package of following appointments. The contract stated that either party could end the contract at anytime. I signed up and they sprayed both inside and outside of my house. It didn’t work and I still had ants and had to purchase other traps myself. But I figured I’d at least let them have a second chance. Again, their service did not rid my ant problem. So I called to cancel the future services and was told I have to pay the $199 I originally got waved as a part of their promotion when I signed up. Which I don’t think is fair because they guaranteed a product that didn’t work. There is nothing in the contract that states what the contract can be broken for, just that it can be broken at any time by either party. Then they sent me an email stating that every 30 days this payment is late I will be charged an additional 2% interest. I’ve never heard of an interest charge on something that wasn’t a loan. Is that even legal? I sent the company two emails with no response.

  Business Response

  Date: 09/25/2023

  Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer.

  Customer Answer

  Date: 09/25/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to note that this company did not respond to my messages until I got the BBB involved. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:09/18/2023

  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.

  Entered by BBB staff LO Consumer states his mother agreed to a contract with the business with a door to door sale. Consumer states his mother is elderly and was persuaded into signing up. The service has been awful and customer service is hard to communicate with. No services were provided in the home or in the garage as stated on the contract. The consumer wants wants to cancel service but there is a stipulation that there is a $200.00 penalty for canceling the contract before the year is up.

  Business Response

  Date: 09/25/2023

  Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer.

• Initial Complaint

  Date:09/13/2023

  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.

  Hello,Your sales person was out in ******** Reserves, ****** **, ***** on 09/13. There is a sign posted at the entrance that states no soliciting. Your sales person does not identify themselves by name, only by the company name so I cannot even let you know who this was. I work from home, my ring doorbell asks people to leave a message during office hours but the salesman continued to loudly knock, interrupting my meeting. Please refrain from sending additional sales people to this no soliciting neighborhood. Thanks

  Business Response

  Date: 10/05/2023

  To whom this may concern,

  
  

  This email is Aptive's resolution and response to Mr. ******** *** complaint, ID ********.

  
  

  Aptive has removed all sales teams from this area. Aptive has also asked the Operation Manager of the area to inform the sales team to refrain from knocking at Mr. *** residence in the future. As such, Aptive believes this matter is resolved. 

  
  Thank you,

  *******************;
  

  HaylieWallace Paralegal ********************************************** goaptive.com

  Confidentiality Notice: The information contained in this email message and any attachments is confidential and/or privileged information intended only for the use of the individual or entity to whom it is addressed. If you are not the intended recipient, you are hereby put on notice that any dissemination, distribution, use, or copying of this message or any attachments is expressly and strictly prohibited. If you have received this email in error, please immediately notify me and delete this message, including any attachments.

• Initial Complaint

  Date:09/13/2023

  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.

  I've been with Aptive for a little over a year. After the spring treatment, I still had a flea problem. But, I didn't call back and figured they would just get it on the summer treatment. They didn't come for the summer treatment. Now it's fall and I'm trying to call and the phone keeps disconnecting me. Their web form is broken because the captcha doesn't work. I was never sent a copy of my contract, despite still having the text requesting it from the salesman. I texted him today asking if he still works there, no response.I'm afraid if I hire another company, they'll finally get around to calling to schedule my treatment and tell me I'm locked into a 2 year contract or something like that and I'll be locked into 2 contracts. I'm on disability and can't afford that. The way that they've treated me, and several others according to their ******** page, I'd just rather go with a different company at this point. A TRUE local company, like the sales guy spewed at me when he came to my door. One that I'll have time to vette and not be pressured into by some high pressure door to door s****** If I've still got a contract, I'd like to be released from it without a charge. They have breached it by not coming out quarterly as promised.

  Business Response

  Date: 10/05/2023

  To whom this may concern, 

  
  

  This email is Aptive's resolution and response to ******************************* complaint, ID ********. 

  
  

  Aptive serviced **************** in January, March, and May of 2023. These three services were not paid due to an expired card, which resulted in a $320 invoice. Aptive attempted to contact **************** on multiple occasions to update her payment information to no avail. A copy of the Service Agreement was sent to **************** to the email we have on file, ********************. The overdue balance was then sent to collections in June 2023.
  
  As a resolution, Aptive will not charge an early termination fee for breach of contract and will remove ******************** account from collections. As such, Aptive believes this complaint is resolved. 
  

  
  

  Thank you,

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

  HaylieWallace Paralegal ********************************************** goaptive.com

  Confidentiality Notice: The information contained in this email message and any attachments is confidential and/or privileged information intended only for the use of the individual or entity to whom it is addressed. If you are not the intended recipient, you are hereby put on notice that any dissemination, distribution, use, or copying of this message or any attachments is expressly and strictly prohibited. If you have received this email in error, please immediately notify me and delete this message, including any attachments.

  Customer Answer

  Date: 10/05/2023

   
  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. However, the email address is wrong and the card had fraud on it and wasn't expired. I didn't get any notices about it being unpaid. The techs could have dropped a bill when they were here, or mentioned it and I would have updated it with them. It's hard to remember all the services that are on a card when you have to get a new one that has had the numbers stolen. 

  After reading the reviews on the company, I'm happy to go with another one that is local to this area. The sales guy who knocked on my door lied and said this company was and I didn't do my due diligence to check. I will say that the people that came out to do the treatment were nice. The flea problem was never resolved. I'd give the overall experience a 2. I'd have stayed a customer if you'd have done a better job with contacting me about this. Thanks.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 been a residential customer of ******************** pest control for over 1 year. One of the main selling points of their service is that they include a written guarantee to come back out to retreat areas they miss or where pests may still be a problem. When I first started the service i was able to contact them (once) to get a re-service. Since then, it has been impossible to contact them for service. Their main number plays audio prompts to put the caller in queue and then it just repeatedly disconnects!! I have tried to call them numerous times over the past 4 months. The prompts also suggest trying their web portal to schedule services. After completing all information to schedule service on the web portal, it repeatedly just circled me back to home screen or otherwise fails. This all seems very intentional to prevent the cost of their "guaranteed" satisfaction retreat-service. Now, It seems impossible to get ahold of them and I cannot cancel the service because of the contract and with autobill all set up. How can I be held to contract and not them! I (and other unwitting clients) need a way out - please!

  Business Response

  Date: 10/05/2023

  To whom this may concern, 

  
  

  This email is Aptive's resolution and response to ******************************* complaint, ID ********.

  
  

  Aptive sincerely apologizes that *********** has not been able to get in touch to schedule a no-cost reservice. Aptive has been experiencing extremely high call volumes. Aptive is currently working on resolutions to this problem. However, Aptive has multiple other methods of contact, including an option to schedule/reschedule services through an automated phone service and emailing ****************************************. 

  
  

  As a resolution, if *********** does not see the other methods of contact as a resolution, Aptive will release him from his Service Agreement with no termination fee. If this is the desired resolution for ***********, please let me know. 

  
  Thank you,

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

  HaylieWallace Paralegal ********************************************** goaptive.com

  Confidentiality Notice: The information contained in this email message and any attachments is confidential and/or privileged information intended only for the use of the individual or entity to whom it is addressed. If you are not the intended recipient, you are hereby put on notice that any dissemination, distribution, use, or copying of this message or any attachments is expressly and strictly prohibited. If you have received this email in error, please immediately notify me and delete this message, including any attachments.

• Initial Complaint

  Date:09/12/2023

  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 had a contract $110 per quarter for pest service with Aptive Environmental. After I reviewed my bank account I discovered that Aptive had been charging $110 every 2 months or less for the service. I contacted the company and requested a refund and any evidence of their justification for overcharging me, The could not provide me any documentation as to why they were overcharging me. Aptive withdrew $770 to from my bank account in 7 transactions. There should have only been 4 $110 transactions for the quarterly service

  Business Response

  Date: 10/02/2023

  Aptive is in the process of reviewing this complaint and contacting the customer.  

• Initial Complaint

  Date:09/11/2023

  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.

  Aptive sales rep sold product that claimed to kill a pest I had on my trees. Technician came and sprayed affected areas I requested. On Second treatment, tech only sprayed a few small areas in my house. I requested a re-treatment. Technician said via text they don't treat for the pest I originally requested be treated. She said they aren't even supposed to treat trees. She said some sales reps were giving false info to folks about treatment. I spoke with regional manager, who claimed he could not refund my money because I received treatment on my property. I feel I was mislead and demand full refund. *Not certain that the address I chose for this business is the actual site of local branch. I have number of regional manager and technician who services my home the last two times.

  Business Response

  Date: 09/29/2023

  Aptive has contacted the customer regarding their complaint. The issue has been resolved.

• Initial Complaint

  Date:09/08/2023

  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.

  18 month agreement with Aptive, ending January 8, 2025
  Pest control services occur every 2-3 months, average cost $159 per service
  
  As I near the end of my service (1 appointment left likely) I contacted Aptive to ensure that my account NOT BE RENEWED and terminated at the end of my service,
  
  My options given to me were to terminate right away and pay a $199 fee or, call at the end of my service and terminate. So the expectation is for me the customer to remember to call on a specific day to terminate, ~120 days from now, OR pay a $40 upcharge now with no service.
  
  I asked for a date to call back and was told “first week of January”. After I asked for a specific date I was told January 8th, technically the second week of January. One, I have to set a reminder for January 8th to call and, two, I’m not sure they they’re being honest about the date. I may call on January 8th only to be told it’s a week too late.
  
  I don't have any faith in Aptive honoring my request easily and I find it unacceptable that they are unwilling to allow me to finish my service and ensure that my account/service is end dated.
  
  Looking at other reviews on Aptive through BBB, there was a client that was ultimately end dated as requested by Aptive, although after multiple calls and requests for confirmation. Seeking same support from BB here

  Business Response

  Date: 09/14/2023

  Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer.

• Initial Complaint

  Date:09/07/2023

  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.

  September 6, 2023
  
  The representative continued to refuse my request to speak with a manager above her or to give information for me to contact their corporate company.

  Business Response

  Date: 09/14/2023

  Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer.

  Customer Answer

  Date: 09/20/2023

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

  Aptive Environmental replied to the BBB stating “Aptive has contacted the customer regarding their complaint. The issue has been successfully and amicably resolved to the satisfaction of the customer”. This is disturbing to me because Aptive Environmental did not call me or email me to to discuss the original complaint I made to the BBB in an effort to resolve my complaint in a satisfactory way. I feel that their statement to the BBB (that I have quoted above) was misleading and not true at all. To say that this complaint was amicably resolved to the satisfaction of the customer (without ever talking to me and asking if we have a resolution on this matter and if I was satisfied) was the Aptive representative not being truthful. 
  

  I am unable to attach from my files but I have 2 emails that I copied and paste between Aptive Environmental’s representative Haylie and myself regarding this case not being discussed between both of us for any resolution. 
  

  Hi Haylie,
  I am trying to not get upset any farther. You did say that I would receive an email from BBB and the email I received from them had the statement from Aptive saying "this was successfully and amicably resolved to the satisfaction of the customer”. This should have been discussed with me asking if I agree with a resolution. No matter which email came first yours or from the BBB the fact is no one asked me if I agreed with a resolution, and if I felt it was amicably done and to my satisfaction. 
   I understand that you don’t want complaints on the BBB as no one does want this but I feel your top concern should have been making the aggravation I went through and obviously still going through today be your top concern. When you truly make a customer feel better and satisfied because of problems,  miss treatment on the several phone calls I had with your “manager for the whole district” and now feeling that you shouldn’t have told the BBB it was resolved in such a fine way when you never received an agreement from me. When something is resolved it is because both parties have talked about it together not because Aptive felt they gave a good explanation therefore it must be resolved. 
  It is not up to me to request a certain outcome/settlement when I am the one who is going through this agrgavitation. I think it is something that your company should talk about. I can ask my husband what he thinks but I already know he isn’t happy with how today has gone.
  
  ***** ****** 

  Hi Haylie,
  I’m not sure if my last email made any sense of how I explained this situation. Basically thought for your representative to respond to the BBB saying the matter has been resolved in an “amicably”way with me being  “satisfied” was stating something not true to the BBB. It is giving the impression that you contacted me or spoke to me and that I was happy and satisfied with the outcome. Your representative didn’t say to the BBB that he sent an email to me about your policy and that he was waiting for my response, instead he told the BBB that his email he sent me resulted in me being in agreement and that I was very happy with the outcome. How would your representative know if I was in agreement and happy with the outcome if he never asked me? I think all this communication shows that things were not handled truthfully to the BBB. I feel like the BBB has a right to know the truth about what they were told regarding the complaint I submitted about Aptive Environmental. I feel like there was an attempt to try to brush the complaint under the rug which made this worse. 
  
  ***** ****** 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  
  

  
  

  Business Response

  Date: 09/25/2023

  Aptive has reached out to the customer in an effort to negotiate a resolution. 

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel that Aptive should have contacted me first before replying to the BBB regarding my complaint. They simply sent me an email without contacting me first to discuss my concerns. Then I find out it was decided that I somehow “accepted it amicably and I was satisfied with the resolution” My complaint on this “claimed resolution” is that they should have discussed this with me first with a two way response between Aptive Environmental and myself and then they could have reported on that to the BBB afterwards. 
  

  This is my reply to Aptive Environmental:

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

  Business Response

  Date: 09/27/2023

  Aptive has contacted the customer regarding their complaint. The issue has been resolved. 

  Customer Answer

  Date: 09/27/2023

  
  
  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,
  
  
  
  ***** ******