Complaints

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:05/20/2025

  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.

  We tried to inquire about canceling our services several times, and the did what they asked, and still were getting g service call and had to call the company again and reforward the emails that we wanted to cancel before they would actually do it. I told them they can keep their April payment, but this company makes it extraordinarily difficult to cancel, and the couldnt find the email they made me send again, even after I spoke to a human at the company on the phone to cancel. I dont want this to happen to anyone else.

  Business Response

  Date: 05/21/2025

  Customer inquired how to cancel services thru several email promotions that are not monitored. Customer called in the our call center on April 25, 2025 and spoke with a customer service agent and asked how to cancel there services. Customer was instructed to send in a email  to have cancellation in writing to a designated email inbox. NO email was received, until customer forwarded the emails they sent in previously. Several of which that were replies to promotional emails. The customer was given a emailed copy of there quote / contract on day of signing December 28, 2023, that gave instructions, as well as the correct email inbox to cancel any and all services. Customer asked for a refund for April 2025 services, due to trying to cancel. Services were scheduled for the 4th of April and performed on that date. Forwarded email from customer, and documentation from call center show customers inquiry on how to cancel, dated for April 25, 2025.  The customers services had been completed for three weeks before the phone call came in on how to cancel services. Customer is still responsible for the services rendered. Customer has no balance on account and services have been cancelled, after speaking with customer yesterday, May *******.

• Initial Complaint

  Date:03/20/2025

  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.

  ****** to terms in March 2024 for a squirrel exclusion process on my home. The agreement included a 12-month guarantee that if the squirrels remained an issue, they would return to deal with them. The squirrels were immediately back in my house following their initial visit. They came out several more times over the next few months, adding additional charges to the initial quote and continuing to have no success in keeping the squirrels out of my house. After 9 months of this, a technician came out a final time to tell me there is nothing that can be done to keep the squirrels out. I requested a refund as they did not fulfill the terms of our agreement and they denied it.

  Business Response

  Date: 03/28/2025

  Mr. ***** contracted Xceptional Wildlife for issues with squirrels entering the home on 3/4/2024. In accordance with our agreement, Xceptional Wildlife sealed 190 ft of roofline between three row home units, 2008, 2010, and 2012 E. ************************** **. When Xceptional revisited the property on 3/20.2024, we did observe new entries to the home, and an additional quote was provided, and agreed to for 2008 ******** St., to perform more work outside of the original scope of work due to squirrels causing new damage to the home. This work was completed on 3/20/2024 and 3/25/2024. On 4/24.2024, Xceptional provided a quote for more work due to further damages from squirrels to unit 2012 E ******** St, which were declined. On 6/20/2024 Xceptional Wildlife revisited the home and provided a quote for further squirrel damage to unit 2008 E. ******** Street which was agreed to and completed on 7/3/2024. Mr. ***** then contacted Xceptional on 12/23/2024 and Xceptional dispatched a technician to the residence on 1/8/2025. On this visit it was determined that all repairs done by Xceptional to the units 2008, 2010, and 2012 were still intact, and that the issues were now pertaining to unit 2014, which was never a unit worked on. This issue allowed the squirrels to enter into the ceiling space and travel to unit 2008. Xceptional offered to provide a quote for unit 2014, but the owner of that unit is not able to be reached and Mr. ***** made it known he was having trouble with that individual and we would likely not be able to contact them. Xceptional offered to complete trapping for squirrels at an additional fee for Mr. ****** upon which he told us he would not be paying for anymore work. 
  
  Xceptional wildlife provides a one year guarantee on the work completed( ie. roofline seal and other miscellaneous work done to units ********** and 2012.). Xceptional Wildlife cannot guarantee work against re-chews in new areas that were never addressed, or on units we do not have permission to do work on.

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I first contacted Xceptional Wildlife, I simply indicated that I had a squirrel issue and asked for their assistance. Upon their assessment, they noted what they believed to be the problem (a small hole in the front of my neighbors house) and provided me the initial quote for $5,329. When I asked why the cost was so high, they indicated that fixing this hole in the front of the house (that anyone could have done with access to the roof for little-to-no cost) was simply the first step of the process and they would likely need to come out multiple times to deal with multiple issues to remove the squirrels from the area. They led me to believe the $5,329 was an informed estimation on what the job would cost to fulfill a one-year warranty that could include multiple visits and areas of repair. After receiving this guarantee, I paid the balance. Within days of the initial visit, the squirrels were back in my ceiling. As mentioned by Xceptional, they came out multiple times and added additional ad hoc costs with an explanation that the original warranty actually did not cover this specific new service. After paying the additional bills (that all came with new 'warranties) and continuing to get zero results, I expressed my frustration and was told they would send their A-team out for another visit to try and address the issue once and for all. When this team came out, the team lead (who had not been to the property to this point) told me that there was simply nothing to be done to fix this issue short of my neighbor fully replacing their roof (which I indicated to Xceptional was not a possibility at the time I originally hired them and had been a problem since their original assessment of the situation). When I was told this by a member of their own team, I requested a refund from Xceptional as we were still within the original warranty period(s), and they had not completed the job that I had hired them to do (remove and keep the squirrels out of my house). Xceptional then told me because the small hole that they fixed had not been re-opened, that they had fulfilled their obligation and would not provide any form of refund. All told, I paid Xceptional wildlife about $7,500 with zero results. I would never have agreed to pay this amount of money to 'guarantee' that a small hole would be closed and stay closed for 12 months, I paid this amount of money because it was agreed that they would keep the squirrels out of my property, something that I was told by a member of their own team was impossible and had been impossible from day 1, after 9 months of wasting time and suffering further damage to my house by these squirrels.
  
  Regards,
  
  ** *****
  
  
  
  
  

• Initial Complaint

  Date:12/20/2024

  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.

  Called business to have them come out for found snake skins in attic. Technician came out and looked and gave full quote of what it would cost to seal, treat, and take care of the infestation. We paid half of that about for them to schedule the attic clean out. First appointment was cancelled due to them calling the night before to confirm the appointment and me being at work unable to call back until 7pm so they canceled the appointment. Told me they couldnt come out for another month. They finally came out. Attic work was done. The balance paid. Another month goes by and we get a bill for $115 due to them coming out monthly for spraying/traps. In my original quote the amount for the year was included. In my final payment this was not added. We were in aware of monthly billing due to this never being explained to us since it was to be added in our original bill. Now we go to cancel and they want to charge us a $300 cancellation fee.

  Business Response

  Date: 12/30/2024

  Customer called in on June ****** for finding snake skins in their attic. First appointment scheduled was on June *******. At this time a quote was provided to the customer digitally to their email, as well as the technician communicating his findings.  **************************** was done on July ******, with wildlife remediation to start on July 16, 2024. Remediation was complete, but with the exception that The One way door removal was done two (2) weeks after repairing holes. The insulation removal, sanitization and new insulation was done on  August ******. Attached you will find the quote that was agreed to by customer and our company that fully explains what was agreed to,  as well as our cancellation policy. 
  

• Initial Complaint

  Date:12/16/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  February 6, 2024 is when Xceptional Wildlife gave us a proposal to remove the flying squirrels. We accepted the proposal and they were very quick to come for the first time. Since, the squirrels have re-entered in the same spot and they will not return our phone calls. We have tried several times, asking to speak with management, and no one will put us through or return our phone calls. We have given several thousands of dollars to this company to get rid of our squirrels with their guarantee to return if the squirrels re-enter in the same area. They will not return calls nor have they returned to uphold their guarantee.

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Business routinely sends me invoices saying I have not paid. I have provided written documentation from my credit card company showing I have paid in full. I have contacted my credit card company and they have verified I have paid the vendor a total of $1,728 via two transactions. My requests to speak to a manager have not been fruitful. The business still states I owe them money. I do not owe them any more money. Further, I have actually paid them MORE than the invoice requests. Request money returned in the amount of $189 per their own invoice.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted this company to address wildlife issue on soffit of my home, but received no inspection, incorrect repair, little responses, and incomplete work.When I called the first time, scheduling of first inspection was quick. The ********* came in on 7/12/24. However, when coming in, the *********, who was supposed to perform an inspection, did not inspect anywhere but just scheduled work to the soffit I said I heard noise.On 7/17/24, the technician came in. He opened the soffit and decided it was a bat issue. In my later research after their work, I learned from both online resources and information provided by other wildlife companies that dealing with bat is an entire-home work, it is not enough and useless to work only one spot. However, even after realizing this was a bat issue, the technician from this company worked only what they were assigned to and dealt with affected soffit only. He did not mention any necessity to inspect other places. The result is, only one day after their work, bats persisted and moved from soffit to the siding of my home. One important thing that needs to mention - the technician left an opening and a plastic tube on soffit saying it was left for bats to go out and he would return in 2 weeks to remove it and close the opening, but he never came back and even I tried to contact this company multiple times, no one knew this and no one tried to fix this incomplete work they have left over.After seeing bat droppings from the siding, I tried to contact this company. I have called four times after 7/17/2024 and have spoken to at least three people on the phone. Everyone got the call promised me that they would ask someone to follow up, but no one did.After about 3 weeks, I finally got the call from the first ********* and he said he would come back to check again. He did on 8/2/2024 and prepared a quote. He said he would send me an email with the quote, but again I received nothing.

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My husband and I recently moved to ********, ** June ******* was the date of my closing on the house ************************We had been having sightings of a racoon on our property a few times. We had electrical repairs done in the attic the damage was most likely caused by racoons per what I was told by the electrician. We were concerned about further damage to my property and wanted to see what access point there were in the house and to have them repaired. My husband contacted xceptional wildlife the technician did an inspection of the property and stated there were some points of entry in my house for wildlife. We decided to go with the plan that took care of the lower part of my house. I paid ******* half of the full price ******* the rest of the payment was due after work was completed. Due to circumstances beyond our control I was not able to go through with the services. I contacted them on July 31, 2024 by phone I was informed I needed to send my request for a refund by email which was sent on July 31st. A follow-up up email was sent on August 5th. I talked to the coordinator of technician on August 6th and was told then that I would have a percentage of my refund withheld because of canceling which was fine that the remaining balance would be refunded back to my bank card in 7 to 10 business days. I am now being told that their company was sold and they only do refunds certain times of the month which I was not made aware of in August. That I will not receive a refund until September 12th at the earliest. Which is unacceptable because I follow all of their requests for information and was not told about this about refunds sent out once a month. If that is the case the I should have received my refund in August. They were exceptionally prompt about deducting the payment from my account but getting a refund has very difficult.

• Initial Complaint

  Date:07/16/2024

  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.

  In May of 2024, I noticed a lot of animal activity under my deck. I believed they were rabbits. I looked up animal/pest control companies and came across Xceptional Wildlife Control. I gave them a call at their **********, ** location, on May 30, 2024. They sent a specialist (*************************) that day to my home to access the situation. I was stunned to discover that I had not only a rabbit problem but a rodent problem. ***** offered a few solutions which included, pest control, baiting/poison traps and an in-ground barrier fence around my deck. Per signed contract, he total deposit for everything, to include a start up fee, monthly pest control treatments, and a barrier fence that was paid by me that day via Discover Card was $1058.23. Several hundred more dollars would be due in the furture when the barrier fence was installed. My husband had many questions concerning details of the barrier fence. We both called and emailed several time but did not get a prompt response to our questions. We decided to dump this company and go with another. We emailed Xceptional on June 11, cancelling service. We were told there would be 25% cancellation fee. I initially disputed the I charges paid with Discover, with the exception of a few hundred dollars for initial service. We called Xceptional and spoke to ************ the manager, on June 12 requesting partially refund. He said he would refund a total of $235.40 to my card. I dropped the dispute with Discover soon after since Mr. ***** promised a partial refund. I called again on June 24 to let Mr. ***** know I had not yet received a refund. He said he would look into matter and once confirming the credit dispute was dropped the refund would be issued. I called on July 15 and left message and Mr. ***** called back the next day. He said the refund should have been issued by this time. He said he would look into the matter and call me back in 10 minutes, which he never did. I do not believe they will issue me the refund.

  Business Response

  Date: 07/17/2024

  Customer disputed credit card before we agreed upon a refund, since the dispute was more than the refund we accepted the dispute with the credit card company, waived the early termination fee in order to benefit the customer. refund would have been for $235.50 the credit dispute was for $815.49

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Company Statement: "Customer disputed credit card before we agreed upon a refund, since the dispute was more than the refund we accepted the dispute with the credit card company, waived the early termination fee in order to benefit the customer. refund would have been for $235.50 the credit dispute was for $815.49"

  Per the company statement above, I do not see a clear offer here.  I do not see where the company says they will provide me some kind of a refund.  I want the company to clearly state the exact amount of a refund they would be willing to provide.  The manager I spoke to never stated to me verbally nor in written that he would waive the early termination fee.   In fact, the manager insisted I would be paying the early termination fee.  From the statement above, it is not clear if the company is offering a refund of $815.49.  If the company is willing to refund $815.49, then I will accept immediately.  However, I cannot accept the offer at this time until it is clearly stated the amount of that offer.
  
  Regards,
  
  *************************************
  
  
  
  

  
  

  Customer Answer

  Date: 07/18/2024

  I wish to withdraw my complaint against Xceptional Wildlife (BBB case # ********). I received my credit card statement late today and see that this company has refunded me all the money they owed me. Earlier today I rejected a proposed solution on the BBB's *************************** System. Unfortunately, I did this before receiving my credit card statement. I wish to withdraw the rejection and close this matter completely. I apologize for the confusion. Very respectfully, *************************************

• Initial Complaint

  Date:07/11/2024

  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.

  On June 12, I contacted Xceptional Wildlife Removal regarding a copperhead snake that was on our property. I spoke with *****************************, who described their services very impressively. She explained that they couldn't simply remove the snake, but that they needed to treat for the insects and rodents that the snake was eating. This, she explained, would be done via a 12-month intensive treatment program, which would begin with a larger treatment that would include rodent baits placed at all four corners of our home, and several snake traps that would be placed near where the snake was living. I agreed to the plan, and then was told that the first treatment would cost $349, which needed to be paid in advance so that supplies could be purchase. I was told that rodent baits would be placed at all four corners of my residence, and that multiple snake traps would be placed.I paid the $349 and scheduled the treatment for 6-20-2024. The day came and went and no one arrived. I called to see what had happened and was rescheduled for the 24th of June. When the tech arrived, he did not have four bait traps in his truck, and only had one snake trap. I was surprised, given that we had paid in advance for these supplies. On the 27th, we observed that a copperhead had been trapped. I called Xceptional immediately to let them know that there was a snake. I called again on June 28th, July 1st, and July 9th. Since that time, no one has returned a single call, and the snake is still rotting in the trap by my front walkway. In fact, maggots came and ate the corpse, so Xceptional has increased the insects around my house since the treatment, not reduced them. I do not believe this business is even real at this point. I believe it only exists to collect money and enforce their scammy agreements.

  Business Response

  Date: 07/17/2024

  Spoke to ********************* on July 17th, 2024, informed her the refund for $349 for incomplete initial service was being initiated today July 17th, 2024 and informed ********************* that the account was canceled with no early termination fee applied. 

• Initial Complaint

  Date:07/02/2024

  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.

  In September 2023, I contracted with Xceptional Wildlife (**************, **), through ******* (**********, MD), for a bat remediation project. I provided mostly negative feedback in Nov 2023 on the experience w/ with the company due to low quality of work performed & the need to hire other companies to come in & repair damage made by Xceptional Wildlife employees & complete work initially contracted w/ them (i.e., $5.6k for roof return repairs & $1950 for additional sealing). Initially, Xceptional Wildlife (*******) was helpful in reaching a resolution on the damage made to all of my roof returns by deducting, essentially refunding, the $689 that line item from my invoice (which was not close to the $5.6k cost of the repairs required to the roof returns). I returned to Xceptional Wildlife in June 2024 with a much larger issue because of the poor work performed by them. Ive had 3 roofing companies inspect my ridge vent as it relates to the Top Guard Protection caging installed by Xceptional Wildlife. I have been consistently told by all 3 companies that caging was installed improperly, w/ raised gaskets & screws, unsealed, causing 100s of holes in my roof for water to pass into my attic & crawl spaces & potentially further, resulting in thousands of dollars of damage. No where in Xceptional Wildlifes proposal did it state there would be 100s of holes in my roof nor was it discussed with me. Xceptional Wildlife includes a guarantee in agreements & on website, which they have not upheld or they would refund the line item due to the lack of work quality.I contacted the company re: the ridge vent holes via letter/emails and in voicemails before filing these complaints and requested a refund of the $3465 line item for the poor installation of the caging so that I may put that money towards roof repairs I am now facing. Xceptional Wildlife has not responded to rectify the ****************** the money.

  Business Response

  Date: 07/22/2024

  We spoke with ***************, per her conversation there has been no leaks currently as a result of the product installed on the ridge vent. *************** states there was no sealant applied when we attemted to schedule a team back to her property to check the work she would not ***** us permission to come back out, the product is installed by approved manufacturer standards. Which we warranty our product installs. *************** also stated that it damaged the roof but its installed correctly. No resolution unless we are able to inspect our product. 

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Three roofing companies have inspected my roof and the installation made by Xceptional Wildlife's employees, who did not install the product using sealant in the holes to prevent future leaks when the temperature changes and the shingles contract around the raised screws & gaskets. I already had to pay $5.6k in the fall to hire a roofer to repair 18 roof returns damaged by Xceptional Wildlife, so under no circumstances will they be permitted to cause any further damage beyond what they have already done to my roof. 

  If Xceptional Wildlife stood behind their work as their website states "Guaranteed", they would refund my money.

  Regards,
  
  *********************