Complaints

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

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  Delmar Termite & Pest Control

  PO Box 3836 Wilmington, DE 19807-0836

  
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  Delmar Termite & Pest Control

  Townsend Townsend, DE 19734

  
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  Delmar Termite & Pest Control

  Milford Milford, DE 19963

  
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  Delmar Termite & Pest Control

  Bear Bear, DE 19701

  
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  Delmar Termite & Pest Control

  Hockessin Hockessin, DE 19707

  

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:11/11/2024

  Type:Product 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 DelMar pest control to take care of a mouse problem that we had. They came out a month ago, set a few traps and left. We were told this would help drive the mice out. About a week and half after that, we still saw mice. The traps did absolutely nothing. I called to have them come back for the follow up (which they said they would follow up with us and didn’t, we had to call them). On the scheduled date for the follow up, I had to call multiple times to ensure they were going to come out since the window of time was closing. They did not come out at the agreed upon time. They also did not let me know that they weren’t going to make it until after three separate calls to the office. I then had to take another day, to wait around for them since they didn’t come on the agreed upon date. Once they came out, they just looked at the traps, added one more and left. They did suggest closing up the holes on our house, but did not do much more on that follow up visit. We had them come out a third time and fill the holes they suggested.
  
  All this and we STILL have a mouse problem. The only mice we caught were the ones with our own traps we set since their traps did nothing but attract mice it seemed. A full month of working with them and they really did absolutely nothing to get the mice out of our house. I want a refund for the $300 we paid to have them set traps because it only made the problem worst. I’m mad because we spent close to $1000 total for them to help, and it seems they didn’t help at all inside our home.

  

  Business Response

  Date: 12/06/2024

  Hello and good afternoon,

   

  This is Delmar Pest Control responding to this complaint about service, we have gathered the information from this account to see where the confusion and miscommunication was regarding the mice issue here. We started service with the ****** residence on 10/10/24, the technician proceeded to complete the interior mice service which entails baiting and setting repellent for the mice where the customer has seen the most activity. As protocol we allow the bait stations we placed inside the home to take affect and to also monitor activity before we stop out for the follow up. The technician recommended 15-30 days for us to come out for the follow up which is common when we start mice services. We had received a call 12 days after the initial service asking us to come out early for the follow up, therefore we would not have called yet because the follow up wasn't due yet. On the follow up the technician will monitor the bait we placed out, replenish the bait, add more stations if need, and place bait on the exterior, along with other personalized advice/plans/subscriptions/offers with the next step from the follow up. The follow up time was set for 8-8:30 in the morning, that day we had received multiple calls before 8:30 asking us where the technician was, we then told them it would be before 8:30AM. We usually give a window because we cannot guarantee the technician will be there 8:00AM sharp as some of the technicians do take their truck home and start the day from there. Nonetheless we did make the agreed upon time at 8:17 AM, at that time of the follow up the technician did recommend the seal up service since the mice issue was severe. That will eliminate the activity of the mice drastically and stop them from freely entering and exiting the home. As every home is different and the mice severity varies from situation to situation, we do not know how long the residence has been dealing with mice before they called us. However, we do the best we can do to make sure they are comfortable in their home and that we solve the problem, which is why we came out earlier than due and bypassed the protocols we had due to the urgent concern they had with the mice issue. Overlooking the fact we did not get any payment until 12 days after the services were completed and they called us. We understand mice can be disturbing to deal with in the home which is why we have our technicians recommend certain plans/subscriptions, dates with follow up to properly deal with the mice issue. Therefore, we tried to follow the technician's advice that were stated in the customer portal which they fully have access to and are sent a link to their email and phone number after each service. So, in a rushed month of services the results were not immediate and as effective due to certain factors. We currently are still doing services with the ****** residents and coming out for extra mice services which entail checking the bait stations that "did not work" and replenishing them because they are in fact working- just as recent as 11/26/24. We recommend following the technician's advice because they are the professionals and allowing time for the bait stations to start taking affect before claiming they don't. As we handle multiples home with mice issues everyone's case is a little different, some homes take a little more work to start seeing progress and other's don't. If you have any questions or concerns please reach out to our office. Thank you and happy holidays! :)

  Customer Answer

  Date: 12/14/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22540031