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:10/20/2023

  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.

  I hired this company to remove German roaches from my home. They were to come bi-monthly.After five visits I decided I did not want to use their service for a couple of months. I called to let them know and they said that I could not do that that I had to keep the my monthly service so I told them to cancel me. They were unwilling to suspend my service till summer.I was told a technician came to my house for March that I was texted and informed by mail. I did not expect them to show up so I did not notice any texts or emails from this company. It was a surprise. They have continually sent me invoices me for this amount, *****. over the past year. I have told them on a couple of occasions and that this was canceled by me. they went ahead and did the service anyway. I paid every bill on time.Just recently they tried to use my credit card to pay this balance. I contacted my bank and canceled the transaction. I had to explain why. They have since credited my account for the amount that this company took from my credit card without my permission. I am being harassed by this company and threatened to be turned over to collection. This is unacceptable I canceled this account in good faith and they were not willing to work with me. So I hired a more flexible and consumer friendly company.

  Customer Answer

  Date: 11/07/2023

  If you look at the dates when I first communicated with this company about canceling the next service it was way before the 30-day notice. The credit card company has since removed them from my credit card after doing an investigation. They told me as you can see in the letter provided that I could reinstate the service they did not allow me that they told me that I had to cancel and reinstate my service and additionally pay another $375 to start a new service that was unacceptable. I wanted them to put my service on hold. Almost 3 months later they had a guy come to my place and I said no. This all could have been alleviated had they had just waited for my service to pick up again. I was very clear. But the person I talk to you on the phone was uncompromising. I actually like the company I just didn't like the fact that they would not adjust their schedule. Again they mentioned a reinstatement of my services but that was not what happened they came anyway almost 2 months after I asked them not to.

  

  Business Response

  Date: 11/08/2023

  Hello, 

  This customer signed a legal document, signing up for services every two months, with a requirement of a 30 days notice of cancellation of the service. It is visible in the text thread that in January she asked "maybe I should cancel till next spring" which we replied to and let her know we do not recommend this and that if she confirmed cancellation this would be her last visit (because of our 30 day notice policy), which she did not confirm cancellation.

  We came back out when her next service was due in March. She called in April saying she wanted to cancel services and did not want to pay for March. We cancelled out her future jobs but she still owes for the last service that was performed.
  
  As a business we are not required to "compromise" and meet customer requests to make exceptions to our policies. As much as we would love to make everyone happy, we cannot run a business that way and we present customers with a service agreement so they know what they are signing up for. We think it is fair to not have any cancellation fees, to just ask for a 30 days notice of cancellation before your next service is due. 
  
  We are transparent in our communication and services throughout the client onboarding process, and our service terms are stated in the agreement we have all clients authorize. 
  
  We strive to offer the best service to our clients, but we cannot run a business with outstanding unpaid balances.
  
  Thank you!

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 20759137
  
  I am rejecting this response because: I was very clear on that conversation that if they were not willing to suspend service I was not interested in keeping the service. The timeline suggests that as well. Hearsay is in play here because I was very clear I was told that once I canceled I would have to reinstate the service with an additional $375 fee to start up again I was not interested in that I just wanted to delay service. A simple phone call from the owner would have solved any issues we have. This is an issue with the person that I had the phone conversation with. To **** me almost 9 months later and take it out of my credit card was irresponsible and unacceptable. The credit card company concluded that this was a reversible charge and closed the case. Again I will say more communication would have solved the issue. What happened to the customers always right? I just didn't feel the need for the service and wanted to pick it up at a later date this option was not told to me but they have alluded to the fact that they do do that and I was not given that option.
  
  Sincerely,
  
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