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:10/07/2024

  Type:Service or Repair 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.

  Though I am unable to give the exact date; Sometime during the first week of September, I contacted Will who came out to the house to deal with a problem we are having with mice and rats. He found evidence of both in the house, and he placed multiple traps in different locations. He told me not to worry about the bill at this time. He promised me that no one gets billed until after the third visit. He told me he would check the traps soon and he would dispose of traps containing dead mice and rats. Though I have called multiple times, he has never returned a phone call, nor has he come back to the house, and it has been over a month, and he has charged me almost $400 for placing traps and not following up on his promise. This morning, I had to dispose of a dead mouse.I think it is outrageous to be charged $230 for 6 mouse traps and no follow up.

  Business Response

  Date: 10/18/2024

  This rodent trapping job was set up on August 22nd 2024 (3rd week of August, not the first week of September as customer has stated.) For $295.00. I discussed with customer that I would need to get access weekly to service the traps to ensure we are on top of any rodent activity. I also stated that once we eliminate the active infestation I can block off any entry points at that time. I tried to contact the customer on 8/28/24 for access, I left a message for the customer. No Response from customer. I tried again on 9/5/24, again no response from customer. Finally on 9/13/24 I tried again , left a message for customer that i haven't heard from or had access for 3 weeks since initially set up the traps and if I did not hear back from her by next week the job would be charged as a one-time rodent set up for$125 (my time for setting up the job) Did not hear back from customer so on 9/17/24 charged the $125 one-time fee, not $400 or $230 as customer stated. During my last message for the customer I stated I would be going on vacation soon and to please contact me ASAP so I can get access before then. never heard back from customer. I was on vacation from 10/4/24 through 10/8/24. upon returning to the office on 10/9/24 there was a messages from customer on Friday the 4th. as I was going through messages there was one from Customers family member from 10/9/24. he left a message stating we are not doing our job and rodent activity is keeping them awake. (At this time it has been over 42 days since I had access to complete service.) he stated that we are a horrible company and that he contacted the BBB. I called the customer immediately to get to the bottom of this. Customer then told me she has a sick family member going through treatments and that was her priority right now , not rodents. I then offered to come by the very next day 10/10/24 and was told by the customers family member that they had a sick family member and I could not come the next day and he will "let me know when I can come by". So even as the customer was filing a complaint with ******************** I was still denied access to complete the job. So I have refunded the customer her $125.00 that she was charged for a one-time setup. Our only intent was to help these people out with their rodent issue but it is impossible to do without having access to do so.