ComplaintsforBetter Termite & Pest Control Co.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been subscribing service with Better Termite since around 2015. The agreement is for a year and they come every other month to spray insecticide. The way the agreement was the crew comes and sprays my home at ***********************, Aldie, Va *****, every other month based on our discussion before they come. If I skip a month and they said that they make up for unused spray by coming until the all service (6 visits are used). Meaning though the contract is for a year if there are unused months they come after the year ends to complete the 6 sprays. This normally happens once or so when there is some inconvenience. With that understanding they serviced my home for years. But they tried to charge me for extra visits. They said that I owed them for visits after the contact ended. I told them that they should have let me know the change that all services must be used with a year. Like use it or loose it. The crew shouldn't have come after the contract ended without my request.

  Business response

  12/09/2021

  From: <*********************************>
  Date: Wed, Dec 8, 2021 at 5:26 PM
  Subject: Re: *************************** Complaint (********)
  To: ************************************ <************************************>
  Cc: <*********************************>

  
  

  Better Business Bureau - I received the below emailed complaint for the very first time today.  Evidently the BBB had misspelled my name in the email address.  Please make sure all further correspondence by email goes to ************************.  We take any and all complaints very seriously and want to address them immediately.  Your email states to click on the Respond to this Complaint link but that is not in my email,  I'm assuming because this is a forwarded email since you had the incorrect email to begin with.  Below is my response to the complaint.  If you need me to send in a different manner, please let me know. Please confirm receipt of this email and response.

   

  Dear ****************:

   

  Thank you for reaching out to us regarding your complaint.  Unfortunately, the Better Business Bureau sent your complaint to an incorrectly spelled email address so we are just receiving this today, December 8, 2021. 

   

  You signed a contract for a bi-monthly pest control program (attached is a copy of your signed contract) that automatically renewed unless cancelled by you or Better Termite.  You did not need to request services as you signed the agreement stating it would continue unless you cancelled. That statement is highlighted in yellow on the attached agreement.  We never received any type of cancellation phone call, email or letter from you so your program continued.  Instead, you actually received a statement after the 11/5/2020 service so you could have called even at that point to cancel but you did not call us so we came out again on 1/25/2021 per our signed agreement.  We also called you to confirm those last 2 service appointments with a message on 1/18/21 and 10/30/2020 stating we will be at your property (and listed the date on each call) to perform your service.  If you need to cancel your appointment, please call our office to cancel or reschedule.  Neither of those actions were taken.  Our automated system confirms that a voicemail was left on both calls. 

   

  Against our typical policy, we did allow you to skip services but you were never charged for services that were skipped. In our 52 years of business, we have found that pest control programs are best when they are on a regular schedule. That is why we suggested and you signed up for bi-monthly pest program.  You paid a one-time payment of $450 on 7/16/2019.  We serviced your home 10 times and only charged you for 8 services as you had two call backs between services at no charge.  Unfortunately, you only paid us for 6 out of the 8 services.  Below is a breakdown of your services, amount due and money paid. 

  
  

  Date	Service	Invoice Amount	Total Paid
  7/12/2019	Bi-Monthly Start	75.00
  7/15/2019			$450.00
  7/16/2019	Call Back no charge	0
  9/29/2019	Bi-Monthly	75.00
  1/17/2020	Bi-Monthly	75.00
  5/15/2020	Bi-Monthly	75.00
  7/02/2020	Bi-Monthly	75.00
  9/03/2020	Bi-Monthly	75.00
  10/16/2020	Call Back no charge	75.00
  11/05/2020	Bi-Monthly	75.00	Refused to pay
  01/25/2021	Bi-Monthly	75.00	Refused to pay

  
  

  We made repeated attempts to collect your debt but we realized you had no intention of paying for the agreed upon services.  The above evidence clearly shows the money is due.  We will no longer offer services to your property.

   

  We would welcome a payment for $150 at any time to clear your debt.

   

  Sincerely,

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

  Vice-President

  Better Termite & Pest Control
  

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

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

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