Complaints

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• Initial Complaint

  Date:01/11/2024

  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.

  Hello There, I obtained a service in the Spring to be protected from Raccoon, Squirrel, Chipmunk for the upper areas of my house. Recently, a bat entered an opening that was previously accessed that was supposed to non-accessible. I said the bat is the same size as the squirrel & chipmunk. If I was protected against them then it shouldn't have entered. The contact tells me I wasn't protected one day then tells me yesterday, I was. He said a smaller screen size needed to be used. But to keep the chipmunk, squirrel out I needed the smaller size in the first place. It seems I was not protected from the smaller animals in the first place. But yesterday afternoon he repeatedly said I was with the screen size initially installed. Contradicting information. I am being charged $402.50, *********** for work installing the smaller screen which I feel I should not have to pay.

  

  Business Response

  Date: 14/11/2024

  November 14, 2024

  Hello P********

  I called you today to speak about your complaint and the amount owing for the additional bat protection.  Unfortunately I was only able to leave you a message on your voicemail system.  I can be reached anytime at ************ to further discuss the issue.

  In the case that I do not hear from you I want to respond to the complaint here in writing through the BBB.

  The initial nature of the problem that we resolved for you was for raccoon entry at your home.  Raccoons are large animals and require a particular larger and heavier gauge wire to keep out than bats do.  Once the bats became an issue we needed to perform additional work requiring a smaller screen due to their smaller size.  Therefore, we needed to apply an additional charge for work outside of the original scope of the raccoon problem.

  We do require payment for the additional work of $402.50.

  I appreciate that wildlife issues can be stressful and unplanned.

  I hope this helps explain our position.

  A***** ********

  Owner, S******** ****** ******** *******

  

  Business Response

  Date: 22/11/2024

  Hello Patricia,

  We do offer a lifetime warranty on the workmanship and materterals that we install.

  In your case we initially sealed your house for raccoons and after the fact bats entered which is a completely different situation.

  The invoice you received and referenced in your rejection note was to rectify the bat problem and was simply a flat fee as you were a previous customer.  There was no detail to that billing.

  Respectfully, from our perspective, the amount is still owing.

  A***** ********

   

   

  Customer Answer

  Date: 27/11/2024

   I am rejecting this response because:
  
  I stated in the initial visit since you were here I wanted to be protected against the smaller animals as well. This was confirmed.

  Again, I am requesting an itemized ********* invoice for what you are trying to charge me for. 

  Sincerely, P******* ********