Business Profile

Pest Control Services

Massey Services, Inc.

This business is NOT BBB Accredited.

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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:12/31/2024
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 signed up for Bi-monthly service and quarterly service to be billed bi -monthly and quarterly way and i was billed for both a month apart. I contacted the company to dispute my charges and they denied my request . I cancelled immediately before they would charge me again.
Business Response
Date: 01/08/2025
I have made several attempts to reach Mrs. ****** by phone, but I have only been able to leave voicemail messages. In an effort to connect, I also asked the General Manager to visit her home and leave a note. Eventually, I sent an email and received a response requesting that I refrain from further contact.
Regional Manager
*** *******
Customer Answer
Date: 01/08/2025

Complaint: 22750874

I am rejecting this response because:
They charged me incorrectly once in Oct 2024 and then again on Nov . 25, 2024 when I signed up for a bi-monthly plan and a quarterly plan. They then stated that I was charged on Nov. 25 , because I didnt give 30 days notice to end my contract . But from the communications with their tech they gave different reasons as to why I was charged a month apart . There is no notice before Nov. 26th that I wanted to end my contract so charging me on the 25th was fraud . It was after they processed the second payment incorrectly and I tried to rectify it with them without a legitimate reason for the charges one month apart that I cancelled any future service from Massey.
Sincerely,

****** ******
Customer Answer
Date: 01/12/2025
I also received these to Money back guarantees when I signed and I was not satisfied at all with either service to be billed twice in a month

Thank you ,
****** Thomas
Business Response
Date: 01/29/2025
We received a chargeback for all of Ms. ******** services, which we accepted. The balance created after the chargeback was credited to her account. She has received a refund for the services provided, in accordance with our Money Back Guarantee.

Regional Manager
*** *******
Customer Answer
Date: 01/30/2025

Complaint: 22750874

I am rejecting this response because: I also received these to Money back guarantees when I signed and I was not satisfied at all with either service to be billed twice in a month

Thank you ,

****** Thomas

Customer Answer
Date: 01/31/2025
I keep receiving these statements saying i have a balance due. This one is dated 01/14/25. Not sure why when I provided their money back guarantee that i received from them if i wasn't completely satisfied. I wasn't satisfied at all.
Business Response
Date: 02/03/2025
I have spoken to Mrs. ****** and resolved this. She has been credited back $72 for her lawn initial and $112 for her pest initial as requested. She ended our last communication with a request to stop contacting her or she would claim harassment. She should not be able to continue to post to BBB as this is her third remark on an already resolved request.
*** *******
Regional Manager
Massey Services
Customer Answer
Date: 02/03/2025
I have not spoke to anyone from Massey other than their technician via text message . I answered one phone call after numerous ones that I received knowing who they were from by caller I.d and I did tell them to stop harassing me when I canceled the service . I am still receiving statements for a balance due when I was not satisfied at all with their company . Clear the statements to show no balance due . When I receive one that says I owe nothing and the account is closed I will put it to rest
Initial Complaint
Date:12/21/2024
Type:Product 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 cancelled my pest prevent agreement with Massey on 11/7/2024. The service was prepaid until December 2024. The cancellation was accept and I was promised that $80 would be refunded by the Massey's representative (Ms.Melina from the ************************ at ***************************************; Phone: ************). I called the office and spoke with ********* on the $80 refund several times but was told it's being processed. No action from ********* nor the manager, *****.
Business Response
Date: 12/24/2024
We apologize that it took so long to process the refund. A credit was put back on the credit card 12/23/2024. It should be back on the account within 3 business days.
Customer Answer
Date: 12/24/2024

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:12/18/2024
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.
We paid for a full year lawn service up front. They came the first 4 months and stopped showing up. We have called the manager *** 5 times now over the last month and he continues to tell us someone should be out tomorrow but no one ever shows. We have a contract signed where they are to be providing our services for a year and it was signed July 2024.
Customer Answer
Date: 12/19/2024
This complaint has been resolved.
Initial Complaint
Date:12/17/2024
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 have the yearly service contract with Massey Services for Irrigation Service since Sept 2024.For the past 4 weeks or so, I have requested service to see if the sprinklers on the left side of the house are spraying water on the wall of the house. The wall is wet inside, ie concrete block is very wet and remains wet despite machines placed to dry out the wall. I have emailed and spoken with *** and ****** at the office at ***************************************. Each one says that she gives me an "appointment" for service and no one shows up. This has happened about 4 times. I am also emailing the general manager ******* ********.Please have a senior irrigation service person turn on the sprinklers along the left wall of the house and see if water is spraying on the wall. Please email me the findings and what the repairs are. Thank you.
Business Response
Date: 12/19/2024
Our irrigation technician inspected the system Wednesday December 18, 2024. We made an adjustment to one head in the area described by Mrs. ****** However, we do not believe this is the cause of the moisture issue inside her home. We recommend she contact a plumber to inspect for water leaks inside the home.
Regional Manager
**** *******
Customer Answer
Date: 12/21/2024

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:12/12/2024
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.
My grass is dying, and when I finally got to speak with the technician about it, he said it was due to chinch bugs. I asked why this was happening if theyre supposed to be treating my lawn for pests like chinch bugs, and his response was, Ill add more chemicals to the yard; it should be back in no time.Well, its been six months since that conversation, and the yard has only gotten worse. To make matters worse, weeds are popping up all over my lawn, even though weed control is part of their service! When I saw the technician again recently, I asked the same question about my dying grass, andsurprise!he gave me the same generic answer. At this point, its clear he doesnt know what hes doing, and their treatments have actually killed a quarter of my yard.
Business Response
Date: 12/23/2024

Our General Manager, ****** Rosario ******* has met with Mr. ********* to address the issue and has ensured a plan is in place to resolve it effectively. As part of our resolution, we will aerate the front lawn, apply Command, and plug the affected area.
****** Block
Regional Manager
Initial Complaint
Date:12/10/2024
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.
We closed on our house sale at ************************************************************************************** on March 8 2024 and had notified Massey Services that the house was sold in February 2025. On August 24 2024 Massey billed my credit card $356.25 for termite protection. Since September 2024 when we discovered the charge we have contacted Massey at least 6 times and have been told we would receive a refund. As of today December 10 we have received nothing but promises.
Business Response
Date: 12/26/2024
We apologize for any frustrations and inconveniences and regret the delay in addressing your complaint. A refund was processed and issued on December *******, in the amount of $356.25. We strive to provide the best service to our customer and will use this incident to train our personnel going forward to ensure our customers' needs are met in a timely manner.
Initial Complaint
Date:12/09/2024
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.
Im writing this review for my mother, ***** ********. ***** was a loyal customer of ******************** and always paid her bill in full for the year of services. ***** sold her home located at ******************************************* on 11/16/2024. In October 2024, ***** sent a letter to Massey and called them to inform them of cancelling all future services.***** moved into her new home located at ********************************* on 11/22/24. Yesterday, 12/8/24, she received a bill from Massey for a service they performed at her previous address. She called them today, 12/9/24. Massey told her they never received her letter and she should have called to cancel (when she tried that they said she needed to send a letter). Massey then stated she needed to pay the bill even though she hasnt lived at that address since 11/16/24.I am outraged that Massey treats their customers like this. This is ridiculous and my mother should not have to pay the bill after taking all the appropriate steps to inform Massey of her move and to cancel services.
Business Response
Date: 12/24/2024
Dear Ms. ****************** are in receipt of Mrs. ******** complaint, and the following will serve as our response:

On December 11th, I spoke with *****, Mrs. ********* daughter and let her know that were not charging for that December service and would refund the balance of the account plus that **********************. She was very thankful for the call.

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
Customer Answer
Date: 12/26/2024

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:12/03/2024
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.
I'm extremely upset by the way your company has resorted to handling an infestation that occurred in an apartment unit I'm currently renting. The person who's responsible for treating the problem has failed to do so, and blamed me for the pest issue that's been happening in the unit. Then they blamed the storage company, who also hires you to take care of the pest control. The storage unit company said they've never heard of anyone having a pest issue. There have been spiders throughout the property, so to say I'm the only one with the issue or somehow causing the problem... when these insects were here before I moved in and there were issues with construction is horrible service. One day, the person who was supposed to do service refused to stop by even to drop off some traps. This is coming out of my rent each month and I wish my complex hired a different pest control service company. This has been very unprofessional. There are photos for the last 5 weeks of pests inside the unit, but to have two Massey professionals outside (on Ring camera) that I'm making the whole thing up, is absurd. When Massey has come by, they've taken the traps with the spiders. I'm not sure that's going on, but this has been a nightmare to deal with.
Business Response
Date: 12/18/2024
Thank you for bringing your concerns to our attention. We want to assure you that we are committed to resolving the issue thoroughly and professionally.
We have attempted to make contact several times and left voicemail messages but have not yet received a response. Our service manager, ******, visited the property and met with Naesha, the community property manager. During his visit,he discussed a resolution and treatment plan, which was developed in consultation with our ***************** team.
To address the issue, we have provided Naesha with a German ***** cleanout checklist to assist with preparation for the treatment. We are scheduled to visit your unit on 12/12 to perform a comprehensive treatment that includes dusting all the outlets in the apartment. A follow-up visit will also be scheduled to ensure the treatment has been effective and that the pest issue has been resolved.
If you have any additional concerns or information you would like to share,please do not hesitate to reach out to us directly. Your satisfaction is important to us, and we are dedicated to making sure this matter is resolved to your satisfaction.
Initial Complaint
Date:11/23/2024
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 was contacted by Massey stating I had a balance due which I disputed due to the services never happening. I spoke to the ** letting them know the pest control agent never came to my home to perform the services. They just told me what the amount due was but never provided a solution regardless of having an employee not show up to perform services. I have zero issues paying a bill where services were performed but I will not pay for something that never occurred. Massey has since submitted my due balance to collections. If they dont rectify this issue it will be submitted to the ************************. This type of business practice is inexcusable and should not be tolerated. Fraud charging people for a service that was never performed. They didnt even offer a solution or attempt to solve the problem.
Business Response
Date: 12/11/2024
Please review the below response for approval:

Upon review of this matter, our records show that the service in question was performed on 9/18/2023. This is shown in the documentation of our service report. Geocoding data supplied in the report shows that our technician was present on the date in question for 20 minutes to perform the service. However, we understand that the customer has experienced dissatisfaction with the service.

As a gesture of goodwill, we have reversed the collection status on the customers account. We at ******************** are committed to providing the best quality work and customer ********************** we can provide.

Thank you,
***** ******
Regional Manager
Customer Answer
Date: 12/11/2024

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:11/19/2024
Type:Customer Service Issues
Status:
UnansweredMore 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 August 23rd I was set to receive my first of regular services for shrub and tree maintenance. I entered my home, went upstairs where I received an email saying the service was completed. I then saw out the window the Massey truck leave the area which was not there when I arrived moments earlier. Upon review of my cameras and the camera of both neighbors, the technician never left the vehicle and never performed any service. The report also stated that the full service of the property was completed within 5 minutes, which is also impossible. Said report also does not have my signature. I immediately contacted management via email. On August 29th I received a voicemail, which I still have saved, from the ** stating he will process my $66 refund. As a precaution I also submitted a dispute with my card company. I checked in with the office multiple times. Each time they stated refunds can take up to 6 weeks to process. They have since stopped returning my phone calls. The monitored email states that someone will reach out to me, including a promise that the regional manager will reach out. There has remained no contact. Quite simply I have irrefutable proof that the service was never conducted as well as a voicemail recording that I will receive a refund. Its now been 3 months. I cannot upload the voicemail. Id be happy to email. But I did provide a screenshot of the voicemail transcript which has some transcript errors.

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