Complaints

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:09/06/2022

  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 have had multiple services with this company. Bi called for Quarterly ant treatment in the spring. I already have services with this company. They did tell me I would have an initial fee of 175 or close to that. I never pay an initial fee if going on contract. Called to cancel this today and they state I signed a contract. Of course you are signing an iPad or iPhone. You don’t read the fine print. I have used this company in the past for many things but buyer beware. I was not told I was under contract. I am very upset.

  

  Business Response

  Date: 10/19/2022

  I apologize for the delay in my responding to the complaint from Ms. *******.  Having reviewed the complaint, my office administrator attempted to call Ms. ******* on September 15, 2022, to hopefully resolve the situation.  A message was left for Ms. ******* to call our office to discuss the issue.  I was unaware that my staff member was never successful in speaking with our customer.

  Having received the initial notice, I spoke with my office administrator regarding the complaint received and the service history of Ms. *******.  Our records indicate that Ms. ******* had called our office to request service at her residence for ant control.  My office staff explained the cost and details of the treatment option recommended.  An initial service was established on March 31,2022, with quarterly services to follow.  However, on April 7, 2022, an additional treatment was rendered at no cost, due to Ms. ******* having an ongoing issues with pest entering the home.

  On June 20, 2022, our technician rendered the routine quarterly service and payment was received.

  On September 2, 2022, Ms. ******* called our office to request cancellation of future services due to financial concerns.  At this time, my office staff explained the contract terms and offered Ms. ******* the option to pay the cancellation fee with no further obligation under the current contract terms.  

  Having reviewed the customer history, we were hopeful to speak with Ms. ******* to better understand her situation and communicate our appreciation for her continued business.  Realizing she had given us an opportunity at two (2) separate residences, we would gladly refund the cancellation fee that had been charged and paid by Ms. *******.

  Please advise me as to the steps I need to take to resolve the complaint.  Ms. ******* is welcome to contact our office and speak with Lisa M*******, our office administrator, or myself.

  I sincerely appreciate your time and attention to this matter.  Again, I do apologize for the delay in answering the initial request, as I merely assumed it had been resolved.

  Gina * *****

  Lookout Pest Control, Inc.