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:06/25/2024

  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.

  On May 10, 2024 I called Ekoterra for gopher eradication on our hillside. E**** told me that it would cost $975.00 for the service. I am quoting what she told me and what was written on my emailed statement: F. BAIT & C.O. PEST CLEAR OUT 3 MONTH SERVICE (Above fence), 2 VISIT TREATMENT PER MONTH, SIX TOTAL TREATMENTS TO KNOCK OUT ANY HEAVY INFESTATION.
  I interpreted that to mean I would have six treatments over a period of 3 months. Todd showed up unbeknown to us for the third treatment when we were not at home and our gates were locked. I called to let E**** know that no further treatments were necessary unless I saw new activity. When I did see new activity June 19, I called for third treatment and was told I would have to Pay $975.00 all over again for new service because I cancelled my service which I did not. E**** did admit she cancelled the wrong contract because of a similar name. Not that it mattered because their policy is 2 treatments a month for 975.00. Todd was supposed to look into this but never called back. When I asked for the owner to call land clarify this policy, Zack called me and the first thing he asked is whether I signed a contract (which was never given to me or brought at the time of service). He told me that the invoice I had was merely an estimate even though it showed full payment of $975.00. When I told him had I known I was paying $975.00 for only two treatments at $487.50 a piece I would not have done so because it was too expensive. He replied he has customers who pay over $8,000 for some service!! What does have that to do with anything? He stood firm on the two treatments for $975. I told him the wording on his statements is confusing and deceptive. Total deflection on his part; first the question about a contract, then telling me I only had an estimate vs a statement reflecting full payment
  
  The wording on their statements is misleading and should be changed. I believe I am owed the remainder of the treatments.

  

  Business Response

  Date: 07/24/2024

  Consultation and Quotation:
  
  On May 10, 2024, our technician, Todd, conducted a consultation at the Wrights' property. He verbally quoted B****** $975 per month, recommending three months of service to effectively address the severe infestation. This estimate was also sent digitally as "Estimate #1044 for One Month of Service," clearly recommending a three-month commitment.
  
  

  Follow-up and Confirmation:
  
  Our Admin/Manager, E****, followed up with B******, reiterating the service pricing and the need for three months of service at $975 per month. B****** confirmed her agreement to start the service, providing verbal consent.
  
  

  Payment Issues:
  
  Before starting the service, we requested the first month's payment upfront. B****** insisted on paying only $500, which was not in line with our agreed terms. We declined this partial payment and required the full amount.
  The Wrights' check for $975 was returned due to insufficient funds, and B****** refused to pay the returned check fee. Our technician was sent to collect another check along with the fee, but B****** avoided communication and refused to answer phone calls or door knocks during the second visit while they were home.
  
  

  Service Disruption and Cancellation:
  
  The service was disrupted and ultimately terminated after B****** canceled it on the day it was scheduled to begin, citing that no further service was needed until she saw more gopher activity. This was interpreted as a continuation of her financial evasion.
  
  

  Conclusion:

  
  We believe B****** Wright was fully aware of the service terms and costs. Our team, including Todd and E****, provided clear communication throughout the process. The problems arose only when the check was returned, and B****** began avoiding payment. In an effort to resolve the situation, we even offered a discounted service rate of $165 per month, which B****** also declined, stating it was still too expensive.
  
  B******'s subsequent negative reviews on Yelp and BBB appear to be an attempt to gain leverage over our business, hoping to receive services for free. This behavior is unacceptable and undermines our efforts to provide fair and transparent services. We stand by our team's actions and the clarity of our communication with the Wrights.
  

  
  

  Thank You,

  Z*** *****

• Initial Complaint

  Date:09/09/2022

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
  
  
  
  Complaint: 18001707
  
  
  
  I am rejecting this response because:the service I signed up for was $69 dollars. It was a one time service for $69.   The service man completed the service and I was going to pay him but asked about a monthly service and was told $195 but this was after he had already done the service I was quoted for $69.  Also, I was not given any paperwork nor did I sign anything.  The second time they came on my property I had not given them permission and they trespassed onto my property.  

  
  
  
  Regards,
  
  
  
  Gretchen B*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  ice and have the amount less the initial $69 returned to me. The receptionist who answered stated, "OK, I will let the manager know." The manager then texted me that they would come out for a "Free touch up" and for more money could use a stronger spray. I politely told him no thank you and I would like my refund less the initial $69. I was busy on the 9/8 and would not be home. I did not authorize them to access my property to do the touch up but they came to my home without my permission and did the touch up anyway. I talked to the manager again and asked for my refund and he stated that I did not have an outstanding balance and showed me an invoice. I again asked for my money minus the $69 but he stated they do not give out refunds. He claimed the technician did the $195 treatment but that is untrue as i did not decide to sign up for that until the technician had already completed the work, so that means he sis the $69 service. I would like my refund please.

  

  Business Response

  Date: 09/12/2022

  Our initial service fee is $195 and if the customer agrees to continue our monthly service the cost is $69/month.  Ms. B***** agreed to the initial service which we preformed and then we came back out for no charge when she had more spiders.  If Ms. B***** would like to continue our service, the cost is $69/month.  If there are any additional concerns, please have Ms. B***** call us directly.