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

263 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:10/01/2024
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 repeatedly attempted to cancel my pest prevention service. I sent them two letters stating that I wanted to cancel the service as well as speaking with the local office manager ******* ******* by email where i stated i mailed the letters requesting to cancel the service so she is aware of my wishes. This all started roughly 2 months ago and they are still sending me bills and have still not canceled my service. This inability to get my service cancelled when requested is deceitful and I need to get this resolved. There is no way to cancel online so I am not sure what else to do. Her only response was that they didn't receive the letter although it was sent to them in their own envelope both times so i doubt it got "lost" in the mail. I am attaching a screenshot of our original email thread. It should not be this difficult to cancel my service and I refuse to continue paying for a service i do not want and have not received. This needs to be taken care of before they try to ruin my credit because of their shortcomings. Thanks.
Business Response
Date: 10/02/2024
Regional Manager **** ******* has withdrawn the balance due from collections and the account is canceled.
Customer Answer
Date: 10/02/2024

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,

******* Cots
Initial Complaint
Date:10/01/2024
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.
*** was hired to maintain yard at home. ** knew i was out of town for the summer. ** was contacted by me after personal yard service advised yard was under stress. Manager called me and said sprinkler was not working. I responded that almost 2 months had gone by and no one from Massey contacted me. Mgr then said he would fix sprinkler and then re-sod as necessary. Sprinkler was fixed, and bill for $250 received with no cost breakdown. a week went by and no lawn repair was started. i have call over 5 times and left msg for manger to call.. no call received. called today and asked for his supervisor to call me. no call,
Business Response
Date: 10/04/2024
We spoke with ************** he feels we are responsible for replacing all of the damaged turf due to broken irrigation that occurred in June due to tree work he had done on his property and the heavy equipment.
The lawn has suffered significant damage, some from the equipment and sum due to drought, caused by the irrigation discharge line being crushed. All of this was documented on the June and July service reports. He felt we should have called him to let him know, but we explained that all of this was documented on the service reports that were sent to him, so it is in writing.
Mr. ******** canceled the irrigation maintenance service in May before leaving for **************. He also canceled our lawn service and has already contracted with another company.
Massey cannot be held responsible for replacing turf due to circumstances beyond our control.
Customer Answer
Date: 10/04/2024

Complaint: 22365794

I am rejecting this response because:a significant part of the response is inaccurant,
yes, i did advise Massey that the lawn was in stress in June. Massey did not do anything at that time to rectify the issue. Yes, i did cxl the irritation earlier due the cost and the fact that the condition check was not timely in my opinion. Massy omitted in their response that they took no action to fix the issue. It was not until i returned to ******* a few weeks ago that i found the yard severely damaged.. i again called once a week for the manager without any return call. Only a week later did he call and said he was out of town. No own in his office stated such. Yes, i did authorize at the request of the manager to fixe the sprinkler. i received a bill without any explanation of the charge of $250 to fix a pipe break. Over a week went by without any contact from Massey. When i asked Massey why no action was taken after my first call the managers response was that each yard tech has many clients and all he has time to do is to NOTE the issue - period. This is absurd. Then the manger offered to pay for some of the repair but not all. I told him i would respond this Monday.. Yes, i did hire a competitor a week ago as there was no action my Massey to address the issue. And yes i did fire Massey as they over 3 months did nothing to remedy the issue. the yard currently looks horrible.

Sincerely,

***** ********
Initial Complaint
Date:09/30/2024
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.
Got this agreement in June of 2024, for termite for the period of one year, there was a previous contract under another owner. We did not buy this house until May 17, 2024. We contacted Massey in June 2024 and signed up. They are telling us that the contract year started in March because that's when the previous owners contract expired. I paid for a full year, of service but they say that my contact started in March. Two and one half months before I am a owner . I paid for a full year of service which should run from June to ***** have them explain that, and to my knowledge nobody has checked these termite containers.
Business Response
Date: 10/04/2024
Dear Ms. Critton:

We are in receipt of Mr.
Barber’s complaint, and the following will serve as our response:

Upon receiving your letter, General
Manager Jeff Fox contacted Mr. Barber and arranged to meet at the property.
They discussed the Sentricon systems and the contract dates. The General
Manager let him know that the contract dates can be moved June-June, and
apologized for the confusion. Mr. Barber understood but requested that the
termite service not renew in June 2025 and all services be cancelled.

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,

Mike
Swanson

Mike Swanson
Regional Manager
Initial Complaint
Date:09/28/2024
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.
Paid massey over a year everything was fine then they started slacking on our yard ...would have guy show up and spray certain areas.. only....then they tried to blame our watering schedule and time fornthe cinch big problem ...then want me to paybfor the grass that is dead from them not spraying for the bugs
Business Response
Date: 09/30/2024
The General Manager and Service Manager were out to the property 9/23/2024. The lawn was in severe drought due to under watering. There was also chinch bug damage. We explained to Ms. ********* the importance of proper watering for our program to work. This customer is a bi-monthly customer and has no sod replacement guarantee. We offered plugs or sod at cost.
Initial Complaint
Date:09/28/2024
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 am writing to file a complaint against Massey Services regarding their services at my residence located at *****************************************************. I have been a customer of ********************** for 2 1/2 years, and I have consistently experienced issues with their service quality and recently with their customer ********************** as well.Despite multiple attempts to resolve these issues, I have been met with unsatisfactory responses and broken promises. Specifically, I have experienced the following: * Unfulfilled Service: Massey Services failed to provide complete pest control services as advertised. Wasp nests remained near my door, and ants continued to infest my lawn, even after their scheduled visit. * Poor Communication and Customer **********************: I have encountered difficulties in reaching Massey Services by phone. When I did manage to speak with a representative, they were unable to provide clear information or resolve my concerns. * Cancellation Difficulties: My attempts to cancel my services have been met with resistance and confusion. Massey Services has provided conflicting information regarding the cancellation process and has failed to acknowledge my requests. * Unresolved Issues: Despite repeated attempts to address these problems, Massey Services has been unable or unwilling to provide a satisfactory resolution.I am requesting a full refund for all services provided, including those from the previous quarter, as a result of Massey Services' failure to deliver on their promises. I am also seeking compensation for the inconvenience and frustration caused by their poor service.I hope that the Better Business Bureau can intervene and help me resolve this matter. Thank you for your attention to this complaint.Sincerely,******* ********** ************ ********************************
Business Response
Date: 09/30/2024
Regional Manager spoke with Ms. ********** today to discuss the issues she was having with our Pest Prevention services. It was agreed that we would cancel her pest service and refund her the last service per our money back guarantee.
Initial Complaint
Date:09/18/2024
Type:Sales and Advertising 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.
Entered into a termite contract with Massey services inc. on 07/13/2024.Paid $2075 for treatment including baiting and wood for multiple species of termites.Enticed by robust satisfaction guaranteed which steered me away from competition after receiving numerous quotes for identical service, some of which exceeded and some fell below $2075 quote from Massey. Massey did not complete any agreed upon service but billed me nonetheless. They have been impossible to get in contact with(not without trying) until magically almost 2 months after signing the agreement I was finally able to contact a branch manager who informed me that they had indeed performed the services and that I must be lying to her when I insisted that they had not. Her resolution to my clear dissatisfaction was to continue to upsell services to me which I no longer needed nor desired. As a consumer and someone who works over 50 hours a week for my money it has been extremely frustrating and disheartening to learn that a company would trade on their good name and flamboyant money back guarantee to lure customers to them. I ask ******************** to stand behind their guarantee and make things right or admit that it is simply a hallow marketing ploy used to steer potential customers away from their competition.
Business Response
Date: 09/26/2024
September 26, 2024

Ms. ******* *******
BBB of ************************************
*******************************;
********, ******* 32750

RE: ******** *******, Case No. 22306695

Dear Ms. ********************* have received Mr.******** complaint, and the following will serve as our response:

Mr. ******* disputed the **** charges made to Massey Services with his credit card company. **** agreed with customer and the disputed amount of $2,075.00 has been put back on his credit card. Mr. ******** account with ********************** is closed.

Massey Services has been in business since 1930. Our service reputation, integrity and commitment to our community are 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:09/14/2024
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.
The guy came to spray my yard. The did not go in the back yard. And he broke two lights in my yard. The manager that came out was very rude. He said he would try and fix but they need to be replaced. Please call me and have some one else come out
Business Response
Date: 09/28/2024
The General Manager has visited Ms. ******** property to assess the lighting concerns as well as any other issues. The backyard work has been completed. We are currently awaiting delivery of one part, which is scheduled to arrive tomorrow and will be completed by Friday. The appointment with Ms. ****** has been rescheduled for Tuesday. The lawn issue has been resolved, and the installation of lights is in progress.
Initial Complaint
Date:09/14/2024
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 have a contract with Massey for quarterly pest service. First Q this year, we got a bill but there was no door hanger about what was found, treated, etc. I thought maybe it blew away or something (doubtful as we have a fairly deep covered porch) and paid the bill. Next q, got the bill, again no door hanger or any evidence that service had been performed, and this time I checked my surveillance cameras (we have 5 - nothing). complained and a "manager" came out and spoke to my wife. Told her the tech filed his report electronically and he would send us a copy. a week later we got a report with no way to verify he was here. paid the bill. just got another bill, again no door hanger, no evidence of service, and nobody on the cameras. Not paying until they prove they were here.
Business Response
Date: 09/16/2024
Our General Manager reached out to Mr. **** today and discussed the services mentioned here. As a courtesy, we have set up to complete an additional service. ************ was happy with this outcome.
Customer Answer
Date: 09/17/2024

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.
The tech came out today and completed our service.

Sincerely,

*********************
Initial Complaint
Date:09/08/2024
Type:Sales and Advertising 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 and I agree that I have been a customer that paid for their Termite protection for many years. I recently learned that I was supposed to have interior and exterior inspections. Massey and I agree that I have had exterior inspections of the bait traps but I was never asked for access for the interior inspections. I became aware of the interior inspections and I asked why my interior was never inspected. Massey immediately sent out an employee who did the interior inspection. I have been a customer of ******************** for over 6 years. This issue needs to be addressed by corporate management because I never received an explanation as to why my interior was not being inspected. In addition, I paid for both interior and exterior coverage but never received the interior services. My coverage included "Our Total Coverage Termite Protection even includes a direct termite treatment to exposed wood in the attic and crawl spaces." How could that be done when there was never an interior inspection?
Business Response
Date: 09/17/2024
General Manager ****** Stepleman spoke to Mr. ****** on 9/11/24 and explained how our annual termite inspection process works and the reinforced the value of his termite guarantee. We did complete an interior inspection in June 2024. Going forward he understands that we will contact him annually prior to his renewal month to schedule a complete inspection. We also reminded him he can request a termite inspection at any time.

He thanked us for calling and resolving his concerns.
**** *******
Regional Manager
Customer Answer
Date: 09/21/2024

Complaint: 22257556

I am rejecting this response because: Being a customer for over 5 years and never being asked to have an in-house termite inspection is baffling. Massey should consider a refund of monies paid for the service.

Sincerely,

****** ******
Business Response
Date: 10/04/2024
The General Manager ****** ********* has attempted to contact Mr. ****** on several occasions via phone, email and in person. He has not responded to any of our attempts. If he had, we would explain that no refund of his annual termite renewal is warranted because his termite coverage never lapsed. If he had a live infestation of termites and damage we would have honored our warranty and retreated the property as well as repair the damage. In the future we will make every effort to inspect the interior of his home and he can request an interior inspection at any time.
Thank you,
Regional Manager
**** *******
Customer Answer
Date: 10/08/2024

Complaint: 22257556

I am rejecting this response because: Massey has failed to live up to their contractual obligations. The only in house termite inspection I had was this year and it lasted no more than 15 minutes. My residence was not thoroughly inspected when it should have been done on an annual basis for the last 5 years. A team needs to thoroughly inspect my residence including the attic. The Massey contact was informed multiple times to keep his position within the BBB. I was not ignoring him.

Sincerely,

****** ******
Business Response
Date: 10/29/2024
Our General Manager ****** ********* attempted to reach Mr. ****** by phone, text and email again and no response. The General Manager went to Mr. ******* home on Friday October 25, 2024 and no one answered the door. He did leave his card. If Mr. ****** would contact us at our office number ************ we can schedule the termite inspection as he requested in his last communication through the BBB.

Customer Answer
Date: 11/04/2024

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 ***** stated, I have had surgery and cannot move around presently. I ask for 2 weeks and then I will ask for an appointment.

Sincerely,

****** ******
Initial Complaint
Date:09/06/2024
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.
Date: June 12, 2024 - Salesman came; inspected existing irrigation system; wrote up scope of work.Amount: July 6 - Credit Card charged $1,357.20 ($981 plus annual maintenance $376.20)Business Commitment: July 10 - Business was to make repairs and make sure entire irrigation system was scheduled to go on twice per week at 5:00 AM; provide annual maintenance.Dispute: There is no functioning irrigation system August 2 - Technician visited site without advance notification. Upon leaving, zone came on and ran 6-8 hours. I was out of state and neighbor noticed and turned the main sprinkler lever off. I called initial technician and said it was ***** who came out.August 6 - I called the office. Ajugust 7 - ***, Manager, local office, came out and told me it was a faulty valve.August 19 - Sprinkler in same zone came on around 8:00 AM and stayed on, causing a stream of water to backyard which flooded the area. I couldn't find the main box. Called neighbor to come over to find it. I called the office and told them I wanted a refund.August 21 - *******, local office manager came out. Two hours later at 3:00 PM, the same zone came on and again flooded the side of the house. I had to turn off the main lever outside. I called and the *************** of Massey answered. Irrigation **** had forwarded phones Man said he'd send a message to tell them.August 22 - Called the office and *** told me he was out the night before at 6:00 PM (I was away from the house) to check it and told me the main was ***** of this date, the irrigation system is not functioning. I do not believe it has been repaired. There is no water coming out of the sprinklers.August 26 - I sent a letter to Mr. **** Massey, President and CEO by certified mail and have not received a phone call or any response from anyone. Since the system has not been repaired to be functional and water my plants and grass, then I am due a refund.
Business Response
Date: 09/20/2024
Upon receiving your letter, I met with Mrs. ****** to review the irrigation system and repairs. I found the system in working order, however, it would not initially turn on due to the incompatibility between the rain sensor bypass and the timer, which was many years old. I told Mrs. ****** that we would install a new timer at no charge to resolve the issues between the rain sensor and timer, and that this should fix the issue. This timer was replaced on 9/13/24 at no charge and the time settings were adjusted per Mrs. ******* request. Additionally, Mrs. ******* refund is currently being processed at the corporate office.

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: 09/20/2024
The amount of the refund was not mentioned. I expect at least half my investment in Massey Services to be refunded, as I am not 100% certain that the timer was connected to all zones and the rain sensor. I have experienced punitive damages and extra water charges for their failure to address the problem that I believe they created. I am no longer convinced any initial repairs were needed. I am not satisfied. In all good faith and bring this to closure, Massey Services should refund approximately $675.
Customer Answer
Date: 09/25/2024
The refund that Massey recently emailed to me is not sufficient. They are only proposing an amount to cover three maintenance visits. I should receive all four, since the first visit was only three weeks after the supposed repairs and the series of flooding g started the day of that visit. The system never turned on to water all zones. I lost two azalea bushes, one mum planting, plus an annual flower and vine. The two water bills due to flooding came to an extra $119 for water usage. Now I discovered that two sprinklers dont reach plants and one is missing a head causing water to drip out and not spray. Please see photos. Im not convinced the rain sensor was connected. Their repairs are a sham and certainly not worth what they initially charged. I have no confidence in their workmanship.
i Requested Massey to refund $675.
Thank you,
***** ******
Customer Answer
Date: 10/02/2024

Complaint: 22250622

I am rejecting this response because: The refund that Massey recently emailed to me is not sufficient. They are only proposing an amount to cover three maintenance visits. I should receive all four, since the first visit was only three weeks after the supposed repairs and the series of flooding g started the day of that visit. The system never turned on to water all zones. I lost two azalea bushes, one mum planting, plus an annual flower and vine. The two water bills due to flooding came to an extra $119 for water usage. Now I discovered that two sprinklers dont reach plants and one is missing a head causing water to drip out and not spray. Please see photos. Im not convinced the rain sensor was connected. Their repairs are a sham and certainly not worth what they initially charged. I have no confidence in their workmanship.

i Requested Massey to refund $675.

Thank you,

***** ******

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