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:17/10/2022

  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.

  Originally had total pest control come to my place 4-7-22. Upon inspection the tech said he did not have enough material to complete the job and would be back. If he did return he never informed me. Several months later the rats have returned getting in the house via the same area. I called Orkin who stated that who ever did the job must have been new and missed an entire section. He also stated the section missed was covered with glue board. Orkjn completed the job for leas money with a warranty. Total Pest did not offer a warranty. I contacted Total Pest control and expressed my displeasure. The tech who completed the job is the one that called me and basically blamed me. Tried to guilt me and told me not to review the company as it would affect other people’s jobs. They offered to come out but airline had already been paid and completed the job. Then received the most unprofessional email from a manager I have ever seen in any industry. From Tahir J***** Manager, Total Pest Control Ltd

  

  Business Response

  Date: 17/10/2022

  On day one our tech was there only for inspection & initial assessment, and therefore did not have the tools for pest proofing on him at the time. The tech went back the next day to complete the job and the client was only charged after the work was done and shown to him.

  Our company normally offers a 3 months warranty, but in this particular case, it was determined that since we did not have access to the entire building to seal off any additional entry points, we will not be able to offer any warranty for the service (it was one of the units in a line of row homes, and we did not have access to the rest of the building). The customer agreed to the terms after which the service was performed.

  More than 6 months later, the client contacted us and asked for a refund claiming that the problem had returned. Although there was no warranty in place, we still offered to send a tech to solve the problem, without any extra charges. No service based company (not just the pest control, but any electrician, mechanic, or plumber) would have offered to go back, free of charge.

  The client refused to let us back in, and threatened to leave the negative reviews online. He wanted the money no questions asked. 
  

  The client has been on a spree to leave negative reviews online and has left negative reviews on ********* ******* *** **** so far. This is a matter of principle for us, and we refuse to cave to any bullying and harassment. There will be no refund.

  We have sent the copies of our email conversation & the copy of the original invoice to the BBB as well.
  

  Customer Answer

  Date: 19/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: the statement that he did no work on the initial visit is a total fabrication.  Lets, for argument sake say this is correct and I was shown the work.  Total Pest Control (TPC) admittedly placed glue boards over the work.  How would I have been able to see there was a gaping hole?  The Orkin tech was very clear that there was a large gap left and it was covered by a glue board.  The Orkin tech also stated the worked looked like that of a new tech and that glue boards are not sufficient to seal anything.  

   

  In my initial e-mails I wanted to express my dissatisfaction.  The tech then called me directly and was very aggressive and confrontational.  Why would I have the tech who performed the inept work to begin with.  Especially after I had to pay a new tech from Orkin to properly fix the issue.  The problem did not return after 6 months.  I've been dealing with the rats return for 2 months on my own.  

   

  As you can see from my interactions (attached) the owner, manager and tech are all very aggressive and possess zero customer service skills.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 21/10/2022

  It was clearly described to the customer over the phone as well as in the email that the holes were closed with steel mesh, and glue boards were only placed on top of the mesh as an added layer. The phone call to the client was made under the direct supervision of the manager during which the client's description changed from "I saw there was a square hole right next to the one you closed", to "the Orkin tech sent me pictures of a triangular shape hole but I did not see the hole myself" and from "Orkin gave me a 3 months warranty", to "Orkin would have given me a three months warranty". The customer also refused to let us back in to either fix the problem, verify his claim, or remove our bait stations. We hope he at least provided you, the BBB, with a copy of the Orkin invoice, because he never provided us with one. Also, in his last email to BBB, he mentioned that the tech was begging him over the phone to not leave negative reviews, and this email claims the tech was being aggressive & rude over-the-phone. Other than all these contradictions, it also just does not make sense for a client to initially not call us back assuming there was no warranty, and than just start asking for money no-questions-asked. Our response remains the same, it was a no-warranty job, approved and agreed to by the client, and even "if" the problem came back, something claimed by the client but not verified by our company, we will not issue any refund under the terms of the invoice.
  

  Customer Answer

  Date: 21/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I have not waivered in my story at all.  Orkin did in fact give me a 3 month warranty.  The circumstances haven't changed I still live in a row home and they offered a warranty.  I also contend the tech was aggressive but switched gears when I was not intimidated and try to guilt me saying if I left negative comments it would affect other employees.  It is TPC that has changed their story saying they came back a second time and I only paid at that time after inspecting.  That was only brought up during the last e-mail, why is that?

   

  Why would I call the company back that has said over and over there was no warranty and didn't complete the job correctly in the first place.  Secondly I have already paid another company who provided a proper fix with warranty.  Third why would I have someone from this company return to my home.  Look at the tone and how they communicate,  continually aggressive and confrontational.  The tone starts with the owner and they clearly have no customer service.  

   

  What reputable company has the employee who has a complaint against them contact the customer directly, and not a manager?

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

  

  Business Response

  Date: 24/10/2022

  1.Orkin can give you a 3 months or 3 years warranty. This has nothing to do with us. Every company has different prices, procedures, and policies. We have been very clear right from day one that we do not offer any warranty for town homes & row homes. It was communicated to the client, and we only proceeded once he agreed to the terms. Just because the client found there are companies with cheaper rates, does not entitle him for a refund.
  

  2. If the client was not happy with the service, he could have contacted us right away. Even without any warranty, we may have sent a tech for a revisit. We can not, and will not, set a precedence where a client can call us once the warranty is over and demand a refund. Would Orkin issue a refund if the client calls them two years from now demanding a refund claiming the problem returned? Can you just call a mechanic telling him there's another puncture in a tire he fixed, or a plumber telling him there is a leakage in the pipe he fixed six months ago, but ask them to just send a cheque and not bother coming back. Should they also just send a cheque just because you said so?
  

  3. If the client knew there was no warranty, why is he asking for a refund now? If he was expecting a refund, shouldn't he have contacted us first before contacting a different company? Maybe we could have sent a different tech? Maybe a supervisor? Maybe a sub-contractor?
  

  4. A small company that does not have a separate PR section can let the employees call under the direct supervision of the manager. That has nothing to do with your original complaint.

  5. We never changed the 'story'. We only charge once the service is done and the work is shown to the client. Client has to be physically present at the location to sign the invoice, right? Or are you claiming we forged your signatures as well?.

  Customer Answer

  Date: 26/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:  This company is clearly not a customer oriented company and will lie and change their story to suit their needs.  In their previous response they referred to removing bait stations.  They never supplied bait stations.  The only bait station I have on my property was purchased years ago at my previous home.  

  PR?  Dealing with customers is the job of a manager not a PR team.  No other company would have the person who was complained against communicate with the customer.  Look at the interactions and e-mails completed by TPC.  Completely unprofessional from top to bottom.

  Once again why would I call back a company that did not warranty their work and didn't complete the job correctly?  Also once again how would I see there was a section missing when it was covered by glue boards (which should have never been done).  Your tech and your company have admitted both.  That the tech did not have enough material to complete the job and that he used glue boards.  I did not know how poorly the job was completed until Orkin came.  The Orkin tech is the one who showed me the missing section and also stated the work looked like it was completed by a new employee.  And that the glue boards used in that manner were completely inadequate. 
  Sincerely,
  
  ****** *******