Complaints

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• Initial Complaint

  Date:10/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On July 21, 2023 we renewed our Pest Control contract with Avata Pest Control who was formerly known as Pest Detector. We were told when we renewed that nothing would change with the new company and our price was the same. Now we are getting a call from Avata stating that they are changing the pricing and the way the service is done in January. They are not honoring our 1 year contract and with the new rates, after pro-rating, we will only be paid through April. In addition, we had paid for a year of Snake Away treatment. However, they no longer want to do that either and want to charge us $10 every 2 months for that treatment regardless that we had already paid for it as part of our 12 month contract. I completely understand rates going up - but we have an agreement for 12 months and that should be honored regardless! Then when our agreement is up we have the option to accept their new process and fees or go elsewhere. If I paid for a 12 month contract that should be honored and I should not be charged more for a service I already paid for! We have spoken with the company and they refuse to honor the 12 month contract, and refuse to honor the snake away. They will only put down if we give them extra money - even though we already paid for it. This all is wrong on so many levels. We had no choice but to remain with them because we can't find another company before our next treatment is scheduled but will not give them extra money for the snake away as we already paid for it!

  Business Response

  Date: 10/26/2023

  I am surprised at this complaint, as I personally spokle with Mr. ****** the same day this was filed and we came to an understanding of what was happening and how we can move forward. 

  I was made aware of Mr. ****** and his concerns on Friday, Oct 20th. He called into our offices and verbally assaulted our office staff, cursing and verbally degrading them. I personally called Mr. ****** and explained that the service he is on was going to be phased out starting in January 2024. As he is one of our long standing customers for the last 13 years, we want to make sure he feels comfortable continuing with our services into the future. 

  The ******s paid for a full year of pest control service with a total of $360 on the year (i believe). Their current service only has them being treated once every 4-months, which is an outdated and ineffective form of servicing. We spoke for about an hour and came to a sound and agreeable solution. With the remaining $240 the ******s have in credit with Avata, we would transfer that towards the new program, that we have offered to them at a 33% discount from our LOWEST minimum price for new customers. And it includes Snake Away treatment at the same additional price as they were paying for the last 13 years, no upcharge on that. 

  Mr. ****** agreed, we sent a new agreement over and he executed that agreement on Oct 23rd at 4pm ET. We have removed any cancelation fee on that new agreement, and if Avata is unable to earn their trust in service over the next 4 months, we can part ways and they can find a new pest management solution. 

  I suspect that since this complaint came from Mrs. ******, she was uninformed as to the agreement Mr. ****** and I had made.

  Happy to further communicate anything that is needed here. But, in our records and logistics, this matter is a non-issue and is taken care of. 

  Business Response

  Date: 11/06/2023

  The customer (**** ******) has cancelled their agreement and we will no longer be using our services, and their remaining credit of $240 with Avata Pest will be hand delivered in cash.

  If anyone at the BBB requires documentation, we have multiple recorded phone calls of this entire conversation process (all of our calls are recorded for quality control purposes) that we can share to support our conversation with the customer that the new service was offered at a 20% discount from our minimum pricing to new customers, and at **** ******s request, Snake Away would have been included with their upgraded service. 

  Either way, **** ****** decided to go with another pest company, so after 13yrs as a customer, we thanked him for trusting us to service his home, and wish him nothing but the best! 

  Customer Answer

  Date: 11/06/2023

  Issue has been resolved.  Company brought our refund in cash today and we have gone our separate ways.