Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:09/13/2024
Type: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.
We found a snake in our garage by the door into house on 9/8/24 - it was red & black which I looked up and it stated it could be venomous. Serious concerns of the snake getting in the house or biting our beagle or US. I contacted ****** Wildlife Pro-Tection the same day to set up a visit to capture the snake and they were spaying the exterior perimeter of the home. The ORIGINAL price on Sunday EMERGENCY is $550 but since my husband is a veteran it was $495 - ****** came out put a small sticky pad down where the snake went behind the baseboard and put something down in the yard perimeter. I was advised within a day or two the snake should be on the sticky pad. So it is 4 days later and NO ********** are NOT using our garage as we don't want this snake to get in the house. I contacted the company this morning no return call then I called again at 4:30 & spoke to ****** and he wants to SELL me monthly perimeter spray at $250 a month and block holes for an additional $1,395 I asked WHY would I pay MORE $ when the snake is still NOT caught as of yet. WE ARE NOT SATISFIED. I want the snake caught and out of my GARAGE! I feel like we were taken advantage of and they are NOT willing to return to do ANYTHING else to get rid of this snake. Also advised TODAY that the snake could live up to 60 days without food / water - is this a scare tactic. This is so disappointing!
Business Response
Date: 09/26/2024
Good Afternoon Ms. Larie, We are sorry to hear you were not pleased with our snake services. We are only open Monday-Friday & offer emergency snake removal services on the weekend, price is adjusted based off multiple factors, Weekday, Location, & More. We do have a very high success rate in this exact removal process, if the problem is active. If the snake has moved off your property, there is not much we can do, (as emphasized on initial phone call that there is no guarantee on removal because its wildlife!) We emphasize this on the initial phone call before any snake removal job & before you decided to move forward. "There is no 100% guarantee, but we will do the best we can". We make it known that we will do our best to remove the snake with the tools & equipment on the trucks but still all wildlife is unpredictable.. We are sorry to hear you are not happy. There is not much more we can do for you other than what was already offered for preventative measures. Our Preventative measures are to discourage snakes from wanting to come back on your property. If the snake is gone & off your property we offer a peace of mind to make sure they won't come back as Braden mentioned, yes. We do wish you the best of luck & I hope you have a good day!
Customer Answer
Date: 09/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22278499
I am rejecting this response because: I know this company takes advantage of people - to PAY the money we paid and have NO end result is UNACCEPTABLE. Almost $500 and NO snake captured, plus the stuff put in the perimeter of the yard was DEFINITELY gone with the downpours we had after they left the SAME DAY. I purchased one of those sticky pads to catch the snake at Home Depot for $6.00 when he arrived I thought something would be done to ENTICE the snake to come out not to just put down a $6.00 sticky pad. This is OUTRAGEOUS seems they just take advantage of veterans and others in a time of NEED! I understand we are dealing with wildlife - but this was a COMPLETE rip off. We don't feel our yard was protected or are garage - not sure how these people sleep at night. PLUS wanting to SELL you more stuff - after they didn't resolve the FIRST issue! UNACCEPTABLE!!!!
Regards,
Laurie Garofalo
Business Response
Date: 10/15/2024
Good Afternoon Ms. Laurie,
We’d like to address your concerns regarding our Snake Services. First, the $500 charge was not our standard rate for Snake Removal. The price was increased because you requested Same-day service on a weekend, outside of our regular operation hours (Monday-Friday). We offered a more Affordable option to Schedule the Next Business day, but you insisted on Same-day service & were informed about the Additional cost & the fact that we could not guarantee the snake’s capture. You agreed to Proceed with this Understanding.
On the Same day, We Arrived & Conducted a Thorough Inspection of your Property. While we were Unable to Locate the Snake at that time, we set a trap to Monitor for Further Activity. Unfortunately, No Snake was captured, but we are Confident that our Inspection covered all Potential Entry points & that No Further Signs Of Snake Activity Were Found.* As we Discussed Before the Service, there are No Guarantees with Wildlife Removal, especially with Snakes, which are Highly Elusive.
We are a Family-Owned & Operated Company, & in Our Three Years of Business, This is our First Negative Review. We Take Pride in our Work & Have Always been Transparent about our Prices & the Nature of Wildlife Management.
Sincerely,
Wildlife PRO-tection LLC
(904) 999-9241
Customer Answer
Date: 10/16/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 22278499
I am rejecting this response because:
Regards,
Laurie Garofalo
Customer Answer
Date: 10/16/2024
I sent an ENTIRE response on 10/16/2024 about why I was rejecting the response and it doesn't appear that it is there can you re-send so I can RESPOND please to his 10/15/2024 response!Customer Answer
Date: 10/16/2024
I am rejecting this response on 10/15/24. I did contact Braden Lamont on 10/12/24 after receiving two voice mail messages on 10/11/24.
Braden stated to me on this telephone conversation that some customers you just cannot make happy. He stated even if we returned half of your money back you will still not be happy. That is NOT the case we would be EXTREMELY satisfied if half of the $495.00 was refunded to us. I explained that my husband and I are both retired (my husband a veteran) and we are extremely conscientious of our money spent. Once again, I reiterated on this conversation I thought more would have been completed to entice the snake to reappear on this on-site visit. NOT just a sticky pad set that I purchased additional pads at Home Depot for $6.00 for two pads. Braden was on-site for less than a 1/2 hour. LOTS of money spent for NO customer satisfaction and DEFINETLY NO snake captured. Braden became agitated during this recent telephone conversation, so I did tell him to have a nice day and I ended the call. There was NO resolution here or even an inquiry of what would resolve this complaint - just UPSET about the complaint to the BBB!
Braden continues to state I insisted on the same day service. I contacted Wildlife Pro-Tection asking for their expertise with our situation. When I explained the location of the snake and that the snake was red & black. Braden the professional expert highly recommended an on-site visit that same day, since the snake was recently visible there would be a higher probability of capturing the snake. An inspection was completed on that day with recommendations that we spend an ADDITIONAL $1,550.00 for roof gaps and $250.00 monthly for snake prevention. We had no intention of spending additional funds until we were satisfied with this original issue being resolved to our satisfaction.
GREAT customer service is ensuring your customer is happy & satisfied this ONLY brings referrals and repeat customers to your new three year business.
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