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:01/17/2024

  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.

  On Dec 20th 2023 I was emailed by ******* Pest an estimate on the fumigation of our house after an inspection was conducted. They assigned Pest Tech Hawaii as our fumigating company for the agreed upon date Feb 10th 2023. All agreements were made and papers signed prior to fumigating date. We agreed upon paying 50% before & 50% after. On Feb 10th 2023 around 12pm we followed all preparation procedures and left the house. The next morning our neighbors had notified us that the fumigators left the premises, and while they were gone, our tent flew off. We were told the tent was blown off for approximately an hour or so. The neighbors noticed half of the tent was off around 12am and was not secured fully on until about 4am, due to multiple neighbors complaining. The neighbors did not see any repumping of gas after re-tenting. They told us they had notified the Pest Control representatives that were working, and were told "If you smelt anything or if it was that bad you would be dead right now." A month after fumigating, live termites and termite droppings were found in our home.We called Kilauea Pest about our issues and they verbally reassured us that if signs of live termites were found within the first 2 years they would refumigate our home, and extended our spot treatment warranty to 6years. Pest Tech has been coming every single month to spot treat for our termites, but nothing is helping. While renovating parts of the house, the construction workers and I have found live termites crawling in our wood and leaving lots of droppings. We have expressed to the manager that we require a refumigation of our home, and even provided two live termites in a jar when the manager came to inspect our home on Jan 12th 2023. He verbally agreed that our home should be re-fumigated. On Jan 16th 2023, the manager called us saying that we had insufficient evidence that our home is infested, and the termites need to be alive ON THE HOUSE. We want a refumigation or refund.

  Business Response

  Date: 01/18/2024

  Aloha,

  Please see email that was sent by owner ***************** to ****************************

  Aloha, 
  
   Thank you for reaching out to me about your issue.  I apologize for the confusion but I would like to straighten out a few things :
  
  Claim that ***************** refuses to re-fumigate, is not true, I am ***************** and that statement has never been issued, as a matter of fact yesterday was the first time you even came across my radar
  Claim that ***************** is the only person to sign off on your home.  Not sure what that means, we enter into agreement mutually, with both parties agreeing to work together 
  Claim that you spoke to ******************** VP of Pest Tech and that he claimed you need re-fumigation is simply not true, he never spoke to as it's pretty outside of his responsibilities, and he never made such a statement.  
  Claim, that multiple technicians found something live every month.  We did a service call in July and December, then yesterday's service.
  
  I am attaching a copy of your contract and highlighted how the re-fumigation portion of your warranty works so we both have the same information.  Generally speaking, the next step in the process is to have our operation manger review ******* finding from yesterday, then schedule a final inspection and coordinate a re-fumigation if it is deemed necessary.
  
  None of this is outside of what we would normally do for any client who has termite issues under warranty with us.  
  
  We are happy to work with you and your family and it is excessive and unnecessary to launch such hostile threats against our companies as we are more than amicable to facilitate resolution.  I will follow up by phone call today to help coordinate next steps.
  
  *****************, ACE
  President
  Pest Tech Hawaii

  Office Staff has mainly been in contact with someone overseeing the property that is not Jada.

  To close the communication on normal process in re-fumigation, Technician will visit the home to inspect the concerns, if live termites has been seen, he or she will treat and report to office if the warranty is within the time frame for a possible re-fumigation so that we may schedule a service with our Operations Manager ****. **** will then inspect and determine if re-fumigation is needed. ***************** will always be kept in the circle of communication, but the final call will always come from Kale.

  We look forward to scheduling a site visit with Kale to determine if this action is needed.

  ***********************, Office Manager

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 june 30 I recieved 12 invoices from Pest Tech Hawaii. Invoice - These invoices are from 2020 and 2021. They are also invoices for work that was never completed. No one from their company ever showed up to our location, no work was ever done. How can they send invoices more than 2 years later? I've called over 4 times trying to get answers and no one has any idea they keep saying if I don't pay they will send it to collections. I've spoke with ****** the office manger who was supposedly going to find proof of service but never returned any calls. Spoke with ****** and ***** also who could not help at all. When I called for the 4th time today they said ****** was out of the office and was the only one that could help. I asked to speak with the owner *****************, who apparently does not come in the office and wouldn't be able to help me. This is fraud and very predatory.#***** ***** ***** ***** ***** ***** ***** ***** ***** ***** ***** *****