Complaints
This profile includes complaints for Kilter Termite & Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:04/07/2025
Type: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.
They previously did a termite inspection and treatment at my house in late 2022. Apparently to have the warranty honored, I was required to get an inspection two years later, which cost $399. I scheduled the inspection and they came out December 26, 2024. When they came, they did not inspect any of the interior of my house. The employee entered and asked where they had treated it in 2022. I replied that it was the area by the window in one of the three bedrooms. The employee came to the doorway of that bedroom which is about 13 feet from the window, but did not inspect that area or any other area of the interior of my house. He stood in that doorway for a minute. He then stood in the doorway which leads to the porch and chatted for about ten minutes about dogs. I then thought I must have misunderstood, as they could not possibly be charging me for a non-existent inspection, but I then received my credit card bill and I was charged the $399 on November 26. I called and was referred to Will, the Marketing Manager. We spoke on January 3, 2025. He said that he would call me on Monday January 6 to schedule the completion of the inspection. However, he did not call. I left him voice mails on January 13 and January 23. His outgoing message did not indicate that he was gone. On February 10, he finally called and left a voice mail. I returned his call on February 11 and left a voice mail. I also left voice mails on March 3 and March 27. I am a very patient person, but it has now been three months since he said he would call on January 6 to schedule the completion of the inspection. Thus I paid for an inspection of my house for termites and the only part of the interior that was inspected was the doorway of one of the bedrooms, and that is being very generous because the employee did even look at the doorway; all he did was stand in the doorway. Please explain to Will that he needs to follow through and schedule the completion of the $399 termite inspection.
Business Response
Date: 05/20/2025
This was a miscommunication between Kilter management, Kilter staff and Mrs. ************ The corporate office took her initial call that she wanted a re-inspection and an updated wood repair estimate. That request was passed on to our operations dept. From there it was missed because the operations manager (who was scheduled to go see Mrs. ****** abruptly left the company for a position in ****** Atter some research, the phone number Mrs. ***** has calling was an unmonitored voicemail because of a change in extension at our Corporate office. That has all been corrected and we have left messages with Mrs. ***** and will be re-inspecting her home and re-bidding her wood repairs.Customer Answer
Date: 05/20/2025
The response of the business is full of misinformation. Among the inaccuracies are the following:
1. The business claims that I wanted a "reinspection estimate". That is false. At no point did I ask for a reinspection. I asked that the inspection that I paid for be completed. This is NOT a reinspection.
2. I did not ask for an "updated wood repair estimate". In fact, I did not ask for an estimate of anything at all. I simply asked that the inspection that I paid for on 11/26/24 be completed.
3. The report was not "missed". The same day that I reported that the inspection was not completed, I spoke with Will in the ***************** Nothing was "missed". He said that he would call me Monday 1/6/25 to schedule completion of the inspection that I paid for,and then did not follow through, despite several voice mails from me.
4, No one was scheduled to go see me. No appointment was made prior to my filing the complaint with the BBB. This is complete fabrication.
5.The number I was calling is not an unmonitored voice mail. I know this because finally on 5/15/25 I received a voice mail from Will. I returned his call the very next day at the same phone number I had called the other times and he answered the phone. It is a correct phone number.
6. The response says that they left "messages"with me. They left one message, not "messages", and I returned their call the very next day.
7. They will not be "reinspecting" my home,because the inspection that I paid for 11/26/24 was never completed. That inspection will be completed 5/21/25.
8. They absolutely will not be re-bidding my wood repairs. I have no idea why they are claiming this.Business Response
Date: 06/10/2025
******* ***** has the inspection she requested on 5/21/25, she was in need of a service call which we provided on 06/02/25. She is under warranty and we show no issues with her or her account. Thank youCustomer Answer
Date: 06/10/2025
Better Business Bureau:
Per my response on 5/20/25, the business finally contacted me and scheduled completion of the inspection to be done on 5/21/25 that I paid for on 11/26/24.Sincerely,
******* *****
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