Pest Control Services
Cook's Pest Control, Inc.Headquarters
Complaints
This profile includes complaints for Cook's Pest Control, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/06/2022
Type:Billing IssuesStatus: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 received a **** for $97 in my name from a debt collector (A.R.M. *************** that they say is from a debt owed to ****** Pest Control, **** I don't even live in a state that has a branch of this company. I've never used ******** control company before, so this isn't likely a clerical mistake where accounts were mixed up. It is fraud to attempt to collect money from someone who doesn't owe you money and never used your company's services. Please investigate to make sure this pest control company (or the debt collector named above) is not billing other people randomly in hopes of collecting money under false pretenses. Thank you!Business Response
Date: 12/09/2022
I sincerely apologize for this issue and the frustration it's caused you. A.R.M. is a 3rd party company who helps us collect past due balances from our actual customers. I would like to investigate this further to see what happened here. Can you confirm you received this bill addressed to you at your current residence? We will get to the bottom of this.
Thanks!
Initial Complaint
Date:11/14/2022
Type:Customer Service IssuesStatus: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 started pest control service with Cooks many years ago, and initially agreed to a contact price of $39.00 a month. About a year ago the price went up to ***** with no knowledge to me aside of receiving the bill. I was never advised of a price increase. Then the service started to fall off, inconsistent service calls sometimes 20 days between service other months 40 days. I reached out to a supervisor several times and only after the 5th attempt of waiting on hold I spoke with a supervisor two months ago who reassured me that we set a consistent appointment to be serviced on the 2nd Thursday of the month, with a call from the technician who would ask me if we have any issues. I inquired about adding additional pest control services around our pool and workshop, and without even coming out to determine the additional cost, the supervisor threw out a higher price without evaluating my site. Last month the service was not on the date we agreed, and they didnt even come this month.They offer a 110% satisfaction guarantee, but Ive yet to see that happen.Business Response
Date: 11/15/2022
We spoke with **************** this morning concerning his service complaint. We apologized on the technician's part for not communicating with him and for not setting his service event for the 2nd Thursday of each month in ServicePro. *************************, the Pest Manager, will be going out with the technician tomorrow at 10:00 to perform this month's service. We also offered **************** three months' worth of free pest service, since he mentioned questioning the quality of service in his initial BBB complaint. He seemed to be very satisfied at the end of the phone call, but **** will follow up with him after the service is performed.Initial Complaint
Date:11/10/2022
Type:Service or Repair IssuesStatus: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.
On August 19th Cooks Pest Control came for initial consultation and did service they told me in 2 weeks I must call them back if problem persist and I did on September 2nd they told me someone will call me and come back out which never happened. October again I called them to complain about them not returning back out nor never call me they advise they'll have someone call me, so today I called November 9th I ask about what all included with my service because I'm facing a different problem besides the 1st problem I am having but then she said rat is included with my package but I told her I should cancel service from this point on I don't feel they deserve my business she then wants to escalate my concerns which I don't want the hassle talking to management since the situation has to come to this all I want to do is cancel my service with them. I'm no longer happy with this.Business Response
Date: 11/15/2022
Our ******* SE District Manager, *********************, investigated this account yesterday when she called into their office. She told the office specialist she did not want to speak to anyone about problems she just wanted to cancel her agreement. During investigation he saw where we did the initial service on 8/19/2022 and havent had any calls from her until 11/9/2022. The technician has notes on the account where he called on 11/11/2022 and the customer did not answer which was Friday. Then yesterday she called in very upset requesting to cancel. They tried to let her speak with **** and she stated she didnt want to speak to anyone she just wants to cancel the agreement. As she requested, **** did not reach out and her account has been cancelled.Customer Answer
Date: 11/16/2022
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.
They wanted to charge me for cancelation fee which I refused for them doing this since my call to them 3 times was ignored and no other service was rendered when I needed it. And no supervisor never called me back if it was true he would have left a message.Sincerely,
*****************************Initial Complaint
Date:10/05/2022
Type:Customer Service IssuesStatus: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 have called 5 times to get someone to come to my house regarding my ant problem. Each time I was told someone would come but no one did. Today the lady said there was no record of my calls and she could not help me. I told her I was on their 3 month program but was told I could call if there was a problem between that time. She said there was nothing she could do and she hung up on me.Business Response
Date: 10/06/2022
I spoke to ************ and he explained his concerns. I explained that we didn't return his call like we should have. I offered to have a manager come out and assess his situation, but he declined. I also offered his next service at no charge and he declined. We are canceling his account as per his request with no cancellation fee.
Thank you,
*****************************
Customer Answer
Date: 10/07/2022
Complaint: 18167617
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:08/23/2022
Type:Service or Repair IssuesStatus: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.
A sales person from Cooks came to my house in 2021. I wanted my home sprayed for termites. He told me that spraying was outdated, and they have a new system called Sentricon. I paid over $1300, it was installed. I never heard anything else from the company until a year later. In January 2022 i came home to some paperwork from Cooks on my front porch. It appeared that a tech had come out to refill the system. The issue was, no one had called me to make an appointment, and i know he didnt enter my backyard as i have two large dogs.If he did enter, at best thats trespassing as an appointment was not made. In multiple calls with the company, they have yet to admit that this is an issue.Then i began to receive quarterly bills. I called, they said i have to pay $70 per quarter, and once a year their tech will come out. I never agreed to this, and this was never mentioned by the sales person.I told them months ago that i would not pay quarterly, but i would pay in full each and every time the tech comes out. I thought it was resolved but the quarterly bills continue to come.When i called this morning, the ********* **************** lady was rude and also raised her voice. She said that any and all service had been cancelled as i wouldnt pay quarterly.So essentially, i have a $1300 system that is uselessBusiness Response
Date: 09/02/2022
We've been attempting to contact Mr. ****** leaving multiple VMs, to address this complaint and see how he would like to proceed. We've been unable to make contact with him.Customer Answer
Date: 09/06/2022
Complaint: 17752312
I am rejecting this response because:I have asked them multiple times to respond via email so it is in writing. I have asked this at least 5 times.
Sincerely,
**** HouseBusiness Response
Date: 09/09/2022
I apologize about that, Mr. ****** I was not made aware of your request to communicate via email. I've spoken with the management team in your local office. After researching the matter, they admit no appointment was made and they had not been given permission to service your property before the technician performed the inspection. I sincerely apologize for this. Although the majority of our annual termite inspections occur when the property owner is not present, our technicians are required to get permission from the owner before doing so.
I'd also like to apologize for the billing errors. As you can imagine, we actually prefer that customers pay for service a year in advance. I can assure you that if you'll allow us to continue providing termite protection for your property, you'll be billed appropriately.
Based on everything that has occurred, we would like to offer you a free year of termite protection (1/19/22 - 1/19/23) as an act of appreciation for your patience during this ordeal. Please let us know if you'd like to continue your termite control service with *******Initial Complaint
Date:08/08/2022
Type:Billing IssuesStatus: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 got billed for a pest service when no one came out to do the service. I have a doorbell camera that shows no one was there.Business Response
Date: 08/30/2022
We credited the customer's account for the disputed service. We also went to the property to perform a complete quarterly service. The account is currently in good standing on our end. The customer's next quarterly treatment is tentatively scheduled for 10/14/22.
Cook's Pest Control, Inc. is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.