Complaints

This profile includes complaints for Penguin Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penguin Pest Control

  747 W. White Ave Grand Junction, CO 81501

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  Penguin Pest Control

  3841 Grand Mesa Dr Montrose, CO 81403-7115

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:12/18/2024

  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.

  Inspection of my home for mouse treatment was originally done by **** ** on 06/05/24
  He went over the services that would be performed. He noted the price would be less than the standard $340 as I would not receive any chemical treatments.
  ******* came for treatment on 7/24/2024. He arrived unprepared and uninformed of the treatment plan. I went over some over some key aspects I agreed to with ****. When I agreed to services, they were supposed to include further investigation of rodent activity, filling of holes around kitchen cabinets that would require moving appliances, accessing the crawl space to set traps and lay bait, and cleaning/removal of mouse feces in multiple areas. However none of those services were performed as agreed to with **** at my original consultation.
  I received an incorrect invoice for $340. I called the company on 7/30/2024 to ask for clarification. They said **** would reach out to me to answer my questions. I missed his call 2 weeks later. He said he would call back next week. I never received a call back. I called them 3 more times over the next 4 months and each time they assured me **** would call me. Over this period, I received weekly emails telling me I was delinquent in paying even though I was waiting on them to follow-up with me. Some were threating and mentioned legal action.
  I connected by phone with **** on 11/19/24. He told me ******* had been let go for unsatisfactory job performance. He said he would talk to his manager for me.
  I received an invoice on 11/21/24 for $190 that included an arbitrary $150 discount. I called the company on 11/26/24 to ask for transparency on the cost breakdown as I didn’t understand how the products they used and the 20 minutes of labor could amount to $190. I spoke with *****?) a manager familiar with my case. She had no explanation. She had no timekeeping records of the service. I asked for a transparent cost breakdown. She called me back on 12/13/24 with an inaccurate timekeeping record

  Business Response

  Date: 01/16/2025

  Hello,

  Thank you for bring this to our attention. We have worked with *** ****** of the span of 6 months. Our first time out there was set for a date and *** ****** was not able to be home for this and it was reschedulded at that time. We we were able to get bot out for him it was with our tech ****. **** was able to do an inspection at this time. **** had talk with *** ****** about doing ongoing treatments, this is where the discount comes in. The price treatment in ******** is $340.

  I was able to look and see that the tech was at ** ******** house on 7/24/24 for 46 minutes. On the invoice it stated that the tech worked in the kitchen but mostly under the house sealing up house to the outside. With ongoing treatment other items would be done as he went on. After this treatment **** would reach out to ** ****** and they would go back and fouth trying to get in touch with each other. 

  When I spoke with *** ****** we talked about the invoice and what was done. I let him know that I would look into the time frame of when the technician was at him home. I did give him a discount for the trouble that for what he thought was going to happen and what was done on 7/24/24. 

  I am very sorry that he does not feel like the work was complet in the time that the tech was there to work at his home. We aim to help all who call Penguin Pest Control to the fullest and to help with what they are needing for there home. 

  If there is anything more that we can do please let us know.

   

  Thank you,

  **** **

  Penguin Pest Control

  Customer Answer

  Date: 01/22/2025

  Complaint: ********
  
  
  This response failed to address nearly all my concerns.

  
  As stated in my previous comment, the price sold to me was lower than the base price of $340 as I did not receive a chemical spray which **** *. said was a major component of the total cost. It was only after the treatment that I saw I would be charged full price unlike what had been sold to me upon the initial inspection.

  
  Not only was I overcharged for the agreed upon services, but I also did not receive most the services I was promised. As stated in my last comment I expected the filling of holes around kitchen cabinets that would require moving appliances, accessing the crawl space to set traps and lay bait, and cleaning/removal of mouse feces in multiple areas. None of those services were completed. In her response **** even confirms that these services were not completed.
  
  As I stated in my last comment, the timekeeping from the company is incorrect. **** reiterates this false claim in her response here saying, "that the tech was at ** ******** house on 7/24/24 for 46 minutes". I was present for the duration of the treatment and witnessed the tech leave after approximately 20 minutes.

  
  "After this treatment **** would reach out to ** ****** and they would go back and fouth trying to get in touch with each other." This again is another false claim. I missed one(1) phone call from **** late on a Friday afternoon. I reached back out on Monday, but I never received a call-back. The long delay of nearly 4 months was entirely Penguin Pest Controls fault and there was no extended back and "fouth".

  
  Penguin Pest Control claims honesty is one of their core values. Their website states, "We strive to be honest in EVERY aspect of our business" and "every aspect of our conduct we will be honest and forthcoming. We rigorously emphasize the value of honesty to our staff." However, the staff will repeatedly be dishonest even after being called out.

  
  Charging for agreed upon services that are never completed, and mismanaging timekeeping is FRAUD. This company is engaging in illegal activity, and I demand that the Price be adjusted to accurately reflect the time that the tech (who the company openly admitted was a poor employee) was ACTUALLY preforming services and the materials that were ACTUALLY used.
  
  
  
  
  
  Regards,
  
  
  
  ******* ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]