Complaints

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• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  I hired an animal trapping company to catch a rat in my garage. I had used them previously and my service was under warranty. The owner tech came out to inspect, prepared an estimate on his tablet which he did not show me but emailed me. He charged me for the current visit plus future visits and bait stations with bait which he did not have on his truck. When I reviewed the estimate later I saw that he had the bait stations as an additional charge that I understood to be included in the package from his verbal description. I would like a refund of $370 for the services not performed. I have asked the business for a refund and they say I am not eligible for a refund for the services not provided. I have requested but not received a copy of the authorized estimate.
  
  This is one of the first times I have had a company not prepare a written paper estimate or shown me the itemized estimate and request a signature so that I could review it. I might have known better but I had used the company in the past and was satisfied. I would like a refund for the services not provided ($370 = $495 charged less $125 for the visit).
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Owner of the company ******, went to *********** residence to perform an inspection with another technician (******). They both spent over an hour inspecting her home. ****** couldn't find any openings ( We had already sealed the house up. He told her the rat probably got in through the garage door if it was left open. Her reply was: " Oh yeah , I leave my garage door open all the time!".
  While there, They heard a scream. They ran to see what was going on and it was *********** who had just seeing a rat in the yard and jump on top of a chair and screamed. ****** then wrote a proposal on his iPad on our software (Pestpac). (Exhibit A). He then went over it about 3 times with ************ showing the estimate on the iPad. He also emailed it to her. The proposal included:
  -Solution to catch the rat inside of her garage and any others that might have gained access ( Rat Trapping Program which included setting snap traps that day in garage and outside in the yard inside of bait boxes to prevent other animals from being caught; and 3 return visits to service the traps.)
  Total for that was $495.
  
  He also recommended to set bait boxes to tame the population in the yard. (Cost $160 to set up and $75 per month to service htem. This was not charged. He explained to her that he was not prepared to set bait boxes with poison. (****** added *********** to his schedule so he did not carry the "bait" for the bait boxes. He set the couple of boxes he had in his truck with snap traps. He explained very clearly to ***********.
  
  He also included on his estimate other work that he considered needed to be done based on his finding on the inspection. Please refer to "Exhibit A" to see the full estimate.
  
  As I said, ****** went over the estimate with her 3 times. She agreed and wrote the check. She thanked him and she was very happy that ****** made the effort to come to her house that day.
  
  A few days later, she called the office and spoke to my office manager. She was yelling at her and demanded a refund because ****** didn't have the bait in his truck. She claimed that she never agreed to get any work done.******* explained to her that she wasn't charged for the bait stations, just the snap traps and that they included 3 return visits. She would not stop yelling at her so ****** so she told her she would have one of the owners reach out to her.
  
  I saw an email from her and I asked ****** about it and he explained to me what happened. So replied to her and told her she did not qualified for a refund since the services she paid for were services rendered. She then call the office and I took the call. She demanded a refund for the 3 return services, she said she didn't want us to perform the services.**** approved that. I told her we were going to issue a refund of $150 for those 3 services. She said she wanted a refund for $370 and if we didn't, she would write bad reviews left and right on all platforms including the BBB and threaten to take us to small claims.
  
  She kept saying that the visit was $125 , I asked her where she got that amount because that is not a price for any of our services and she said that******* told her that.******* was next to me and I put her on speaker and I asked******* if she told her it was going to be $125 and she said:" no, that is not the price for ANY of our services".
  
  *********** then said that she did not agree to get any services done, requested the approved estimate with her signature to be emailed to her. I asked her, " If you didn't approve us to do the work, how come you wrote us a check for the $495 (Exhibit B) to which she just stayed quiet for a while and went back to saying that**** didn't not have bait.