Complaints

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• Initial Complaint

  Date:09/22/2022

  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.

  I have had multiple attempts to debit my bank account for services that have not been provided. I email them advising them that they do not have permission to attempt to debit our bank any longer and to please send paper billing. I have an email chain to verify this. They continually attempt to debit the account after being told in writing not to.

  Business Response

  Date: 09/22/2022

  This is not our customer. Our business closed back in 2020.

  Business Response

  Date: 10/27/2022

  On 8/12/21, customer ************************* signed a Service Agreement with us for our "Bug Busters Select" pest control package, which includes "quarterly pest services for common household insects." The agreement lists the initial treatment (or her first service) as $99, with a "monthly renewal" of $30. This means she was to be receiving pest control services on a quarterly basis, but the payments were to be made on a monthly basis ($30 each month). 
  
  Her service history is as follows
  - 8/25/21 - Q3 2021
  - 11/08/21 - Q4 2021
  - MISSING Q1 2022 SERVICE DUE TO LACK OF PAYMENT (explanation below)
  - 6/24/22 - Q2 2022
  - 8/23/22 - Q3 2022
  
  It appears that her third service (Q1 2022) was scheduled for 2/22. On 2/22, technician SFLOOD, sent a memo to office that said, "Miss ****** is sick and doesn't wanna spread it. Will need to reschedule for next week. (This stop is 4 minutes from my home so anytime will be fine)." ******'s manager, TRAINES, responded and said, "She's not made any payments - both cards declined. We need updated payment and ran for balance. This needs to be on hold. We will not reschedule ************ until she's paid." In response, **************** Representative (CSR) DDEAVERS made the following note on the account: "I CALLED THE CUSTOMER TO GET AN UPDATED CC AND LEFT A VOICEMAIL TO CALL US BACK ASAP TO TAKE CARE OF THE PAST DUE BALANCE."
  
  On 5/6, DDEAVERS noted the following in her account: "RAN CC ON FILE FOR $150 PAST DUE BALANCE." Now that her past due balance had been paid, she could be put back on the schedule. 
  
  On 5/19, CSR MSIDNEY called **************** "CALLED ****** BACK AND LEFT HER A VM TO CALL US TO GET HER ON THE SCHEDULE." The appointment was scheduled for 6/6 per ******************** request. 
  
  On 6/3, CSR ******** called **************** to notify her that her appointment had been changed to 6/09. 
  
  On 6/07, **************** called in and spoke to CSR KBRUNELLE who notated the following: "Customer called to find out when her appt was rescheduled to. Confirmed 06/09 BTW 3-5 pm. Customer is seeing ants in the living room and kitchen."
  
  On 6/09 around 11:38 AM, **************** called in and rescheduled her appointment to 6/21 per CSR DDEAVERS. 
  
  On 6/21, technician ****** sent a memo to office and said the following, "Called customer said she was not home and wants it moved to Friday last stop of the day please." *********** was performed on 6/24. The next service was performed on 8/23. 
  
  Her account is currently on hold (she will not receive service - this is like a pause) due to a past due balance. She has a 30-day balance of $30 and a 90-day balance of $60, bringing her total owed to $90. We have made repeated attempts to charge her card as she agreed to pay $30/mo for quarterly services, but payment regularly failed (as her credit card declined). We have no record of any cancellation on file (no phone call, email, etc), so we would have no reason not to bill her (for services rendered, at that!).