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Business Profile

Pet Services

POOP 911

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 began service with poop 911 in ****** on February 26th. Mr **** and I had a conversation over the phone regarding an overcharge. At that time I felt it was best to no longer continue service with poop 911 due to the dialogue that occurred. Poop 911 then charged an initial cleaning fee of $99 based on my initial estimate that the yard had not been cleaned for 3 months. However I have informed Mr **** that he can confirm with the technician that the yard had only one week's worth of debris and I am requesting a refund of $84.05. I'm perfectly willing to pay the one week initial startup fee but not the $99 that he is charging me.

    Business Response

    Date: 03/26/2025

    I had a brief conversation with the client today (March 26t) and and she hung up on me before I could complete my entire explanation.

    She requested her services be cancelled - I cancelled her service.  

    Per our terms and conditions to receive a "free initial" yard cleaning - you must maintain active service for 3 months in our Colorado service area.  She cancelled before 1 month was complete, and the system charged her the initial cleaning fee.  

    She then emailed me and asked for a refund of the initial cleaning fee, because she stated that she had cleaned the yard before we showed up before the 1st visit.  

    I refunded her original request of $14.95 on March 17th at 2:23pm Mountain time.

    I have refunded her the entire initial cleaning fee of $99.95 on March 26th at 1:06Pm Mountain time.

    NOTE:  The refunds may take 7 to 10 business days to show back up in the customers account - depending on the bank and if its a debit or credit card.

    Thank You.

    **** ****, Owner POOP 911 Colorado

     

     

    Customer Answer

    Date: 03/26/2025

     
    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.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:08/08/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We signed up with the *************** of this company. We tried mightily via email and phone to connect with the company to report some service issues (for example, leaving bags of p*** in the driveway and not fully cleaning the area). We received no return phone calls or emails. We finally connected with someone to cancel. After providing the information to cancel, she said that she personally couldnt cancel, but that she would contact the office to see if they could assist with the cancellation (but she couldnt promise the service would be cancelled). She was unable or unwilling to connect me to anyone in the office who could assist with the cancellation.

    Business Response

    Date: 08/08/2024

    To Whom It May ***************** name is ************************* and I handle operations for POOP 911. POOP 911 is a national franchise organization that services in 31 states through 260+ locations. Each of our franchise locations are their own business entity and is only allowed to service customers within a specific territory. This complaint was addressed to the wrong franchise in ********. The customer receives service in ***********. We have informed the Connecticut franchisee of the complaint and will be following up with the franchisee in *********** regarding the complaint. This review needs to be removed for the Colorado franchise location and applied accordingly. 

    Thank You,

    *************************

    POOP 911

    *******************************

POOP 911 is NOT a BBB Accredited Business.

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