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:08/19/2024

  Type:Sales and Advertising 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.

  Bait and Switch. What was verbally agreed upon was NOT the contract that the salesperson had me sign.On 8/13/2024, I received a knock on my door from a salesperson with Pest Control Consultants. He went through everything. I initially said no and then he talked me into ONE treatment. I agreed to one treatment, he took payment information and I signed a supposed contract on an iPad. I get my information via email and sure enough, I am signed up for a 12-month service agreement.I called to resolve this and spoke to ******. She repeatedly mentioned the contract that I signed and I repeatedly told her I had verbally agreed on one treatment. Why would I assume anything different? There is a guy at your door with an iPad, and you verbally agree to something. Why would the contract be different? Why would I have to double-check that? Why can they not simply say "We are sorry for the miscommunication and we will make it right"? Instead, she offered me a "discounted" one- time application charge which means I still need to pay more. I think it was $140 + and I already paid $72.When I asked to talk to her superior she said she was the person that handles this. I then asked who was above her and I needed to speak to them. She stated they were not there. I asked when they would be and she said she didn't know. I admit I got frustrated and hung up because that call was going nowhere quickly.So, I get lied to and now have to give this business more money? This smells like a scam to me. I was so worried about my debit card information that I immediately called my bank and canceled my card. That in itself is a huge inconvenience.The only resolution I will accept is no more "contract" and no more payment from me. I paid for one service (discounted or not) and that is all I am willing to pay.

• Initial Complaint

  Date:07/22/2024

  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.

  On July 5, 2024, Pest Control Consultants went door to door in my neighborhood. The tech who talked to me explained that they were offering a special service to spray for ants and other insects. He told me that they spray outside and on the first visit they spray inside. I asked multiple times what the cost would be. I was told the discount price was $98.00 for the first visit which I would need to pay with my banking information or a debit card. I was told that I could not write a check. The tech had an iPad that showed me that the discount price was $98.00 and he said they come out every three months. When they are out they only spray outside and I would be charged on my debit card. I asked what the year price would be because I wanted to pay for the year. He told me it would be $47.00 for each time they were out. (October, January, April). He told me I could not pay for the year I would have to call the office. I was told for the year it would be $147.00 plus tax. A couple of days later I called the office and said I wanted to pay for the year. The lady that answered told me it would be over $500 for the year. I explained to her that I was told that it was $147 plus tax for the year. She was not helpful at all and she said you signed the ipad. I said yes the tech told me that I would only be charged for the months it said they would be out there. I told her that I was cancelling their service and I would be notifying my bank so that they could not take money out of my account. A few days later I got a call from the business and explained again what happened and I told them what they are doing is fraud and I was reporting them. She wanted me to pay the difference between the first visit since it was discounted to $98.00. I told her no that was not was agreed on and they were misrepresenting themselves. I again let her know that I notified my bank. I received an email showing that after I got off the phone they tried to charge my card $161.57.

  Business Response

  Date: 08/04/2024

  On July 5th,  at about 2:15 P.M., this customer agreed to our quarterly pest protection plan through our direct marketing team/service technicians in the field. Our quarterly pest protection plan is the industry standard for best practices in pest control especially in the mid-west, where ants, spiders, wasps, hornets, and mice can be a nuisance, and in some cases quite dangerous. We offer annual pest control services on a subscription style plan. We will typically treat for pests on a quarterly basis with a full service guarantee in between regular appointments. If the bugs come back, we will come back at no additional charge to ensure we are solving problems, and our customers are getting what they pay for.

  For initial services we charge a higher amount, because there is typically more labor up front to intensively treat pest pressure. After the initial treatment,  the service will usually become more of a maintenance and preventative plan.

  We bill our customers monthly to break up the payments throughout the year. This allows our customers to budget this service in their monthly budgets, and makes pest control more affordable for everyone. Instead of paying $150 a service, customers pay $49 a month. (Which the majority of them prefer). This pricing is well within the reasonable standards of professional pest control services in our area. 

  This agreement was discussed with the customer, the service agreement document was explained, was signed, and emailed to this customer. A check of our customer relationship software confirmed that the customer received and opened this email, and a copy of the signed document was signed by the customer and saved in our system.( See attached.) 

  This service agreement document indicates an initial service cost of $98. This is discounted $151 from the normal initial cost of $249. It also indicates $49 monthly billing for 11 consecutive months. The service agreement indicates "(s)" next to the months that a regularly scheduled pest control service is to occur. 
  Again to be clear, this document was signed by the customer, and sent to the customer to keep for her records. 

  On July 5th, 2024 at about 2:47 P.M., Our technician began servicing this customers home. He completed the service at 3:30 P.M. These were the notes sent to the customer: " Hello! Today, I did a full interior and exterior treatment to the home for all general pests. Inside, I put ant bait in kitchen and bathroom. I covered all the baseboards, windows, and entry points. Outside, I spread granules. I treated the foundation, siding, garage, *****, windows, and entry points. I also de-webbed the home for any remaining spider webs and wasp nest that was necessary. Thank you for choosing PCC, and have a great day!"

  On July 9th, the customer called our office and indicated she wanted to cancel services. Before allowing our customer service representative to discuss further, this customer hung up during the call. 

  On July 12th, the customer called requesting to pay for the full year. When the full year cost ($539 plus service tax left on the agreement after the initial service cost was paid) was explained to the customer, she became very irate stating that she was told the price was $47 a quarter and claimed false advertising and fraud. 

  I am unclear where the miscommunication took place. Also, when running the numbers:  $47 time 3 is $141, plus the 7% service tax of $9.87, equals $150.87.  The price this customer said she was quoted by us does not add up to her figure of $147.

  It is our normal policy to charge back the initial discount provided to the customer if they cancel prior to the service agreements fulfillment. This is stipulated in our service agreement which again, was signed by the customer. 

   Our office staff attempted to charge this customer for the initial discount of $151, service tax included, which totaled $161.57. The customer stopped payment through her bank prior to this attempt, and that charge did not go through. 

  We have since frozen this customers subscription on our end, and we are seeking no further action in this matter. We will write off the lost charges. 

  We also agree to no longer contact this customer. 

  Customer Answer

  Date: 08/05/2024

   
  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,
  
  ***********************