Business Profile

Pest Control Services

Massey Services, Inc.

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Complaints

This profile includes complaints for Massey Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

264 total complaints in the last 3 years.
86 complaints closed in the last 12 months.

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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:03/20/2025
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 April 28, 2024, I engaged Massy Services to repair a broken pipe at my property. *** *******, a representative of the company, performed the repair and inquired if I wished to activate additional services. I explicitly stated that the service agreement should not be activated until I provided further notice. *** ******* acknowledged this instruction. I paid for the pipe repair and made it clear that no other services should commence without my explicit authorization.Despite this, beginning in October 2024, I started receiving bills for services that I explicitly declined. I contacted the billing department twice using the number provided on the invoices, and both times I was assured the issue would be resolved. However, the bills continued to arrive. Additionally, I reached out to *** ******* to address the matter, and he promised to resolve it. Nevertheless, I received further bills and an intent-to-lien letter threatening unauthorized charges to my card and a referral of the matter to a collections agency.After repeated attempts to resolve this issue with *** *******, who again assured me he would handle it, I received a letter on March 12, 2025, from ******* ****, the corporate billing manager. The letter threatened continued collection efforts and potential damage to my credit score unless payment was made for services I did not authorize.I have retained all communications regarding this matter in written form, including emails and documentation of my explicit instructions not to activate the service agreement. This situation constitutes a breach of contract and unauthorized billing practices, causing undue stress and financial concerns. I never anticipated that a simple pipe repair would escalate into such a contentious issue.
Business Response
Date: 03/21/2025
Regional Manager ****** Block called the customer and left a voicemail that he would be stopping all collection activity and removing the charge. He asked for a return call and left his phone number. He sent an e-mail to accounting to stop all collection activity immediately.
Customer Answer
Date: 03/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and confirm the call by them. I hope this issue is finally resolved, as Ive heard similar assurances from others in the company before, yet the problem persisted. If I dont receive anything further from them, were all set.

Sincerely,

**** Tabriz
Initial Complaint
Date:03/17/2025
Type:Order 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.
Transaction Date: 1/29/25 (1/31/25 for CC Processing to Finalize)I have been using Massey since April or May of 2024, immediately after purchasing my house I discovered ********* Ants in the walls. There were also sounds in the **************** they ultimately caught a rodent, and sealed up an entryway into my attic as part of my regular pest ********** January I spoke with them regarding Exclusion Services with the Rodents, as I was hearing activity still. They sent an inspector out, he had me sign a contract for $1600, indicating that they would take care of the rodents, and within a month I would be good to go. I was not initially clear that they were using a subcontractor, when that became clear I was told I had two options, one that was $1600, and another that was around $3400. I have been struggling financially due to a loss job resulting from the closure of a company that happened immediately after I purchased my house, so I went with the less expensive option, they assured me that he was an expert, would have the issue handled quickly.Unfortunately, that was a lie. Their Subcontractor routinely failed to show up when he said he would, and only showed up a handful of times to my house. I was still hearing significant activity on February 21st, and informed the subcontractor, he had me pay $350 to his own subcontractor directly for a Smoke Test earlier that week, which failed to discover anything. He promised to return that following Monday with a Camera and Live Trap. Unbeknownst to me, he also removed his traps.That was the last I ever saw or heard from him. I informed Massey that he no showed me several days after his appointment, they did nothing. Weeks later I followed up again, having had to hire ANOTHER company to complete the work, and they have another sub inspect my ************ they want another $2400 to complete the job, or, no, there is no or. They will keep my money, and I get to keep the rats. They failed to catch even a single rat.
Business Response
Date: 03/31/2025
Regional Manager ***** ***** spoke with Mr. ********* and reviewed the exclusion proposal and credit to apply against the new charge. ******************* already paid for an initial exclusion service and then an additional amount for a smoke test, we applied 2 credits towards the current charges of $2475, reducing the current charges to $1325. Mr. ********* was happy with the applied credits and will continue to work with us to resolve exclusion related issues to this home.
Customer Answer
Date: 03/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:02/19/2025
Type:Service or Repair 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.
salesperson came to my property several times and keep knocking the door even with NO SOLICiTOR sign on front door. They were trespassing into my backyard without permission.Dont come to my property again and I dont need your service!!!
Business Response
Date: 02/20/2025
Our area Regional Manager reached out to Mr. **** and explained the reason we were on his property. Massey Serivces holds the Termite Guarantee on this home as we are contracted with the home builder. We are mailing a copy of the Termite Guarantee to Mr. **** for his review.
Initial Complaint
Date:02/04/2025
Type:Order 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.
Contract was sold to Massey; I called several times requesting service for my business. They ignored the several request. After many calls and blind transferred calls, I got a person. I set the appointment. Tech never showed up. I called again; this appointment was a no call now show. The third time the teach arrived very polite and professional. No, problems. . This constantly continued to be an issue. Called office to talk to manager, a lady name ******* was whom I spoke to . ******* claims she was going to get back to me. ******* **** called me back. I had to reach out again about the situation. I never heard back from her again Had to keep calling her. The manager never contacted me after many attempts and certified letters.
Business Response
Date: 02/19/2025
February 19th,2025

Ms. ******* *******
BBB of ************************************
************************************************************************************************

RE: BBB Complaint (22898057)

Dear Ms. ****************** are in receipt of Mrs. ******** complaint, and the following will serve as our response:

On February 19th, I spoke to Mrs. ******* about her experience. There was miscommunication during our initial discussion about her account. I instructed our ** to refund the customers last payment and schedule her **********************. The ** thought that her service was cancelled and that we were refunding her service. The confusion caused the customer to seek out another pest provider. I apologized to the customer for the confusion and informed her that her refund check should be arriving this week for the inconvenience. I asked her to take down my name and number and to please call me if her needs are not met. She said that she would.

Massey Services has been in business since 1930. Our service reputation, integrity and commitment to our community are considered to be the best. We value Total Customer Satisfaction and are committed to Building Long-Term, Trusting Relationships with our Customers and Team Members.

Sincerely,

******* *******

******* *******
Regional Manager
Initial Complaint
Date:02/01/2025
Type:Service or Repair 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.
We have a lawn service contract with Massey which I renew it every year. I have called them every week once for past 1 month to request lawn service as my grass is dying. Every time I have been told that they will be at the property next day and no one shows up. The call center also promised me a call back from the supervisor 2 weeks ago and no one has called back yet.
Business Response
Date: 02/04/2025
Thank you for bringing this matter to our attention. We apologize for any frustration or inconvenience experienced while attempting to reach our team.
The General Manager of the local service center met with the customer at the property to discuss concerns regarding the lawn service. During this visit, the representative provided the customer with a business card and direct contact number to ensure easier communication moving forward. To prevent further issues, he ensured that if she contacted the local service center number, someone would contact her immediately.
While on-site, the manager assessed the lawn's condition and noted traffic-related damage on the right side due to a neighbors pool installation, as well as some thinning areas in the front near a large oak tree. The customer was informed that the next scheduled treatment would help improve growth and color. The customer acknowledged this information before returning inside.
Our company values every customer and remains committed to providing quality service. If further assistance is needed, the customer is encouraged to use the direct contact information provided to ensure prompt communication.
Initial Complaint
Date:01/25/2025
Type:Service or Repair 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.
I subscribed to a pest control service end of 2023. Per the scope of service determined then, Massey was supposed to close the holes from which the rodents were entering the house, install a temporary device to repel rodents in the attic as well as treat the kitchen. Despite several requests and phone calls the issue has never been resolved and the service never fully completed. I was fully billed on the first day when a technician came to vaporize product around the house. During the last quarterly maintenance they did in March 2024. Massey only treated the outside of the house and never took the payment from my credit card. I have been going back and forth with the manager about them not fully completing the first service for several months and not treating the inside of the house. The manager informed me that their service was now limited to the backyard area. As part of their guarantee program, Massey offers to come back at no additional charges and if the customer is not satisfied they refund the last regular service payment. I have asked the business several times to find a solution regarding the incomplete services but they stopped taking my calls. I now received a letter from them that they will be sending me in to collections. I believe that the business should at least partially refund the original service.
Business Response
Date: 02/06/2025
The General Manager spoke with Ms. ******** and apologized for the lack of communication from our office to her. It was not our best moment, and we sincerely apologize. The ** offered to waive the current balance and a future complimentary service as proof our company is committed to our customers and providing excellent **********************. *********** refused the service and requested an email stating the balance was withdrawn. Immediately after hanging up,the email recapping their conversation was sent. The customer is satisfied with our response and will let the BBB know as well.
Customer Answer
Date: 02/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Manon Echevard Langeron
Initial Complaint
Date:01/20/2025
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.
Massey Services was told twice by 2 different family members to stop services and cancel future services. They were told in June/July 2024 and again August/September 2024. They had been paid in full at that time. Apparently, they continued or claim they continued services and now want to be paid for services which they were told to cancel. They are now calling me on holidays, on Christmas Eve 2024 and again on ****** ****** **** Day/inauguration day 2025, asking for payment. I have explained that we canceled services, and they confirmed, on December 24th, that they did have that cancelation in their notes. They were canceled because their service was killing our yard and did nothing to stop the bug problem. Their phone calls now constitute harassment. I want them to stop their pursuit of payment for services they were not authorized to do and stop their harassing phone calls. We do not owe them any money as services were canceled.
Business Response
Date: 01/21/2025
Good afternoon, *****,

It seems there may be some confusion, as we are Massey Services, Inc. If you believe this concern does pertain to **, we kindly ask that you email us at ********************************* with your account number and a copy of the last correspondence you received.

This will allow us to escalate the matter to our Corporate Headquarters for a thorough review. We appreciate your time and look forward to resolving this promptly.

Thank you,
Massey Services Customer Care
Customer Answer
Date: 01/21/2025

Complaint: 22835211

I am rejecting this response because: Based upon the name of the business involved and the phone number I was contacted by, it is Massey Services. It may be another branch, but it is Massey Services. The phone number is connected to the **** **** office.

Sincerely,

***** ********
Business Response
Date: 01/29/2025
Our records indicate that in August 2024, Ms. ***** ********, the daughter of Mr. ***** ****, contacted Massey to inform us of her fathers passing. At that time, she stated that her mother, Mrs. ******* ****, wished to continue lawn services under her name.Based on this request, we proceeded with services in September and November 2024. Subsequently, we received a separate request from another family member to cancel the service and refuse payment.

We understand that this situation has caused frustration. As of now, we have canceled the account,marked the balance as "Do Not Pursue," and will not reinstate services in the future. Additionally, we will ensure that no further communication is made regarding payment.
Customer Answer
Date: 02/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note that my sister, *****, was the first to call. I called a few weeks after *****, after my mother passed away and told Massey to cancel the services. They should not have been continuing to spray the house, kill the lawn and then pursue payments for services they were told to cancel.

Sincerely,

***** ********
Initial Complaint
Date:01/17/2025
Type:Service or Repair 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.
July of 2023 My neighborhood requires my lawn to be weed free. Massey killed my grass, increased the weeds and kept it that way for a year, a full 12 months. I called and called and texted and emailed. I called to cancel or make it right and asked for a refund - I didnt get one. Finally, a *** apologized and said they would make it right and they did not. I wish I knew how to get my full years worth of payments back because now I have to spend more money to fix my lawn. To this day, I keep getting the run around no one is returning my calls or coming back to fix my lawn.
Business Response
Date: 01/29/2025
We sincerely apologize for the frustration and inconvenience youve experienced. At Massey Services, customer satisfaction is important to us, and we regret that your lawn did not meet the expectations set.
To make this right,we have coordinated with our Service Manager, who will be providing two services in February and two additional services in March to help restore your lawn to the condition you expect.
We appreciate your patience and the opportunity to correct this. If you have any further questions or concerns, please feel free to reach out. We are committed to ensuring your satisfaction moving forward.
Customer Answer
Date: 02/10/2025
Hi, Massey stated they would make 4 more visits but they have not been by my house. I would like to reopen My complaint
Customer Answer
Date: 02/20/2025
Hi, Massey stated they would make 4 more visits but they have not been by my house. I would like to reopen My complaint
Initial Complaint
Date:01/03/2025
Type:Service or Repair 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.
Hired Massey Services for monthly lawn treatments. I was told we would not pay until services were rendered. My **************** was charged $130 without me knowing or authorizing. I called to ask why and was told the lawn tech had already made the first visit to treat. We never heard or saw anyone come to the house so we watched our security cameras and could not find any evidence or Massey being there. After making a couple calls the General Manager (******) called me to also say his tech had been there. I told him I have cameras, and he was not. He did some research and found out that nobody had been to my house, and they just charged me without providing service. He said it was a system error but nonetheless we were charged for nothing. I spoke with ****** on or about November 14th and he admitted the error, agreed to refund my money and we agreed that Massey is not going to service my lawn. I have placed another call to ****** and still have not hear back or received my refund. It's more the principal of someone being charged and not receiving service with a large company like Massey. I wonder how many people are not paying attention or have cameras to double check. I just want my $130 back since I should have never been charged. This is the lawn service or GreenUp Division and not the **********************
Business Response
Date: 01/16/2025
I have spoken to Mr ******** and sent the paperwork to our corporate office for the refund.
Customer Answer
Date: 01/21/2025

Complaint: 22746646

I am rejecting this response because: I did receive a phone call but have not receive a refund yet. It appears they put a credit on our pest control account with ******************** which is a separate division. Thats not acceptable and has nothing to do with this incident. Massey was never supposed to charge my credit card and never provided the yard service anyway. I want my credit card refunded.

Sincerely,

**** ********
Business Response
Date: 01/24/2025
We spoke with Mr. ******** this morning and confirmed that the refund was showing on his credit card. We processed it on 1/21/2025. Mr. ******** was satisfied with the response.
Customer Answer
Date: 01/25/2025
I have received the refund from Massey for this complaint. Thank you.
Customer Answer
Date: 01/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I have received the refund from Massey for this complaint. Thank you.

Sincerely,

**** ********
Initial Complaint
Date:01/03/2025
Type:Service or Repair 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.
We had brand new sod after hurricane. We hired them to keep it up kill weeds etc. They spray weeds camped in droves I recalled a total of 17 times to get weeds fixed. After 1 year we gav3 up they refuse to come out. They did send a manager to look and he said quote wow yeah we need to get back out here. As you can guess that never happened. Now we have 10,000$ worth of weeds and ground cover. I really dont think these places should be let off hook. If they collect the money they really should do the job.
Business Response
Date: 01/14/2025
General Manager ***** **** conducted a meeting with Mrs. ****** on January 14th, during which they identified all of her concerns. ***** provided solutions for each issue and set a follow-up schedule to ensure resolutions were implemented. Mrs. ****** expressed her satisfaction with our response and treatment plan and will be retracting her complaint with the Better Business Bureau.
*** *******
Regional Manager
Massey Services

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Massey Services, Inc. is NOT a BBB Accredited Business.