Complaints

This profile includes complaints for Fenix Pest Control, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fenix Pest Control, Inc.

  2501 Westown Pkwy Ste 1103 West Des Moines, IA 50266-1438

  
• 

  Fenix Pest Control

  1410 SE Cortina Dr Ankeny, IA 50021-4041

  
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  Fenix Pest Control

  3500 Dodge St Dubuque, IA 52003-5261

  
• 

  Fenix Pest Control, Inc.

  102 E Kimberly Rd Ste 333 Davenport, IA 52806-5922

  
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  Fenix Pest Control

  1190 Richards Road, Suite 1 Hartland, WI 53029

  

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:06/19/2025

  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 was signed up to receive service for 12 months as long as I was living at the property. I provided a 30 day notice to cancel services because I was moving. I provided proof of sale of home and moved I. To a rental. I received an email confirming cancellation. They then provided tie service to my previous home and auto charged my card. They said they would issue a refund over a month ago which I have followed up on many times. No credit on my card. I was told it was issued May 28. I called twice to confirm and was told it can take up to two weeks its been 3.

  Business Response

  Date: 07/11/2025

  We did receive confirmation that there was a billing error on 05/28/2025, we refunded the payment of $62.54 to go back to the card on file. At that time we did communicated to the customer that this can take some time to come back as once the refund is issued it is up to both banks to get the funds back.  Our team called the customer on 07/11/2025 to confirm funds had been returned and they confirmed that they have. 

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ******** ******

• Initial Complaint

  Date:06/02/2025

  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.

  eliminate cancellation fee for the cancelled my contract due to lack of service and failure to honor service appointments.

  Business Response

  Date: 06/04/2025

  We are unable to waive the cancellation fee, as you entered into an agreement with Fenix Pest Control to receive five services within your first year. For your reference, Ive attached a copy of the signed agreement.
  
  Our records show that you contacted us on 05/08/2025 to cancel your service. As a result, we issued the cancellation fee of $349, which reflects the initial discount you received upon signing up.
  
  At the time of cancellation, we had completed three of the five scheduled services. Your fourth service was set to be performed on 05/08/2025, but we received your cancellation request before it could be completed.
  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23406434
  
  I am rejecting this response because:   I cancelled my contract due to lack of service and failure to honor service appointments.  Fenix failed in their service to me.  The personnel were NO SHOWS on three different appointment dates. 

  I phoned and spoke to a manager, and I emailed the company. 
  Fenix responded with As requested, your account is now closed, and your contact information has been removed.   I expect Fenix to honor that response that I received on 5/12/2025 in an email.

  I hope BBB will print my complaint as a public service and a notice via social medium that Fenix is not a company in good standing, poor business practice and failure to honor service appointments.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/12/2025

  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.

  Like many others, I signed up for a one-year contract, and was told I could cancel anytime.After 3 services, I decided I no longer want to continue the service. The customer service said they will charge me upwards of $240 for cancellation, or they can give me a lower rate for the remaining of the services. I figured that the remaining two more services would cost roughly the same as the cancellation fee, so I said yes.Before the final service was performed, I called them again to cancel my account. They said they cannot cancel and close my account until I paid the $170 I owe due to last two services. I asked them when can I call to cancel, they said I can call to cancel on May 12 when my service contract ends.I called today on May 12 - the customer service said they could not cancel nor close my account because I have an outstanding balance. Then they told me they would refer my account (including late fees, totalling $180 to the collections department if I do not pay today. They explicitly told me they would refer my account to debt collections after 180 days of non-payment, which my account is only about 150 days old.I asked to settle for a lower amount. They refused, citing there is no procedure for negotiations. Then they asked if I'm going to pay today. I told them I am not paying today, but maybe open to paying them in 20 days which I will call them. After confirming that, the customer service agent said to me she will make a note and refer my account to collections IMMEDIATELY as to not waste any time.First of all, I did NOT agree that my account is to be sent to collections before the 180-day deadline per their policy. Secondly, I said I'm still open to discuss a possible payment in 20 days via phone.Although they have the discretion to change their collections referral policy, they did not notify me that:1. There will be a change in their policy where they can refer my account to debt collection BEFORE the 180-day mark.2. I did not agree to it

  Business Response

  Date: 05/21/2025

  The agreement signed by the *********** reviewed twiceclearly states that if the agreement is canceled prior to completion, the customer would be responsible for repaying any promotional discounts received at the initial appointment.
  
  Following a conversation with the customer on May 12, 2025, we proceeded with the cancellation of their account. As a standard practice, all calls are recorded. During the call, the customer confirmed their decision to proceed with being referred to a collection agency. They also specifically requested a debt validation letter from the agency, which we cannot provide to them unless being sent over to collections. 
  
  
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23318650
  
  I am rejecting this response because:

  1. I am not disputing the terms of agreement that I signed last year. However, I am disputing on the grounds that such business practice of deceiving the customer for a "promotional period" and make it hard to cancel the subscription by imposing a cancellation fee, is a possible violation of CFPB guidelines, and federal law. It seems that this practice is widespread for other customers as well, further solidifying evidence of such deceptive business practice.

  2. I have never explicitly agree for my debt to be sent to collection agency before the 180 days deadline. I only requested a debt validation letter when the debt is being sent to a collection agency.

  
  Sincerely,
  
  **** Gooi

  Business Response

  Date: 05/22/2025

  Id like to clarify a few points regarding our cancellation policy and the current status of this account.
  
  As outlined in bold at the bottom of the one-page agreementand in accordance with CFPB guidelinescustomers may cancel without penalty within three days of the initial service being completed. After this period, we do require repayment of any discounts applied to the first service, which is also stated in the agreement and was told to the customer by the sales representative. 
  
  To date, no cancellation fee has been charged, as the customer chose to continue and complete the service agreement. The current balance reflects only the cost of services already rendered. For your reference, Ive attached the service notifications as proof of completed work.
  
  Although the customer acknowledged and agreed to the possibility of being sent to collections, we have not taken that step. We do not send accounts to collections until they are at least 180 days past due.
  
  Please let me know if you have any questions or need further documentation.
  

• Initial Complaint

  Date:04/24/2025

  Type:Order 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.

  The sales *** **** ********* came to my house on his scooter on 02/22/2025, he knocked on my door to sell pest control service from a company called Fenix Pest Control***** - *******. He told me there is no cancellation or penalty fees if after 1st service and I don't like it, then I can cancel anytime. After he told me this statement, I signed the service agreement.I tried to cancel this service on 04/02/2025 ( I have not had any service since Feb 2025), the company staff Kyleigh told me there is a penalty fee of $200 if I decide to cancel before the term. I am surprised! This is not what **** ********* told me! He failed to inform me about this fee before I purchased this service. This is fraudulent **************** 4/22/2025, I spoke with ********. She said unless I have the evidence that shows **** said this, or else, she has to follow the agreement, which has me pay $200 of penalty fee. She said this salesperson never rode on a scooter to sell the service. How do you know he never did this? You are not him. I asked ******** this sales name, and I described exactly what he looks like. She said "what you described, it is not what he looks like. After the sales, you can contact me regarding this matter, I cannot provide you with his name." I also told ********, this sales *** had me sign this agreement on his iPad. ******** said they never have clients sign the agreement on iPad. Well, that's what this sales *** ****** email shows this agreement signed on Sat 2/2/2025 @5:24PM, with **** ********* name on the email. This is exactly when and how I signed the agreement with this scooter sales *** in front of my door.I was surprised why this salesperson was on his scooter, that day he clearly told me" I live right next to your community, so I just ride my scooter and sell services."**** is likely to reject his statement (since he is the sales manager at this company). I do not agree to pay $200 for the penalty fee (early cancellation fee).

  Business Response

  Date: 05/07/2025

  Attached for your reference is the signed agreement, completed by the customer on February 22, 2025. As outlined in bold at the bottom of the one-page agreement, customers may cancel service without penalty within three days of the initial service being completedshould they choose not to continue.
  
  This policy was clearly communicated by **** during the initial discussion and is documented in the agreement. However, we did not receive a cancellation request until April 22, 2025, which falls well outside the stated cancellation window.
  
  In light of this, we will need to adhere to the terms of the signed agreement and are unable to waive the cancellation fee.
  
  Thank you for your understanding.
  
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service 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.

  Signed up for service - salesperson that was a younger kid, explained that I can cancel at anytime. First service was performed. They knocked down 2 bee nests and left the hives on my drive way and 1 on my deck. I was unhappy with the level of service, that they did not remove the hives and instead left them on the ground. When I received notice of the next service, I called to cancel. It was then that they told me I would have to pay a $230 cancellation fee. I explained what happened, they were unapologetic about the service and refused to waive the cancellation fee. **************** was rude and dismissive. They attempted to excuse the subpar service received by stating that removal of hives from the ground doesnt fall under their services and instead would be considered cleaning. Outrageous.

  Business Response

  Date: 01/23/2025

  ******* signed up for our quarterly services and entered into a 12-month agreement with our sales professional.  We have spoken to ******* regarding her dissatisfaction with the service. During our conversation, we clarified that while we remove the nest,  we are unable to dispose of them, which is standard practice  with most pest control companies. We also offered to come back to treat her home if she felt like the service didnt meet her expectations, as we are committed to ensuring customer satisfaction at **********************.

   Lindseys first appointment with us was on July 7^th, 2024, and we did not hear from her about any concerns until August 15, 2024. As stated in the agreement, should she decide to cancel before the completion of the 12-month term, she would be required to repay the initial discount, which in her case amounts to $255 +tax. However, we did provide ****** with a $50 coupon to offset the inconvenience of the first appointment and also reduced the cancellation fee. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22703518
  
  I am rejecting this response because:
  It is customary for a company to not only remove a bee hive from a home, but to dispose of it as well. To think that it is common practice, or acceptable to leave a hive on a deck and one in the middle of a driveway is outrageous. For that to be their excuse is laughable. Their customer service was horrible. The woman on the phone was rude. They heard from me after someone showed up to my house for another service- I thought my husband had already called to cancel. 
  They already have a horrible reputation around town- this wont help. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/24/2025

  I wanted to clarify that most, if not all,pest control companies will remove nests or hives from the home but typically do not handle the disposal of them. Had we known you were unhappy with the initial service, we would have been happy to return and address the remains of the nest, even though this is not part of our standard policy.

  
  Since we weren't made aware of the issue until nearly a month later, we issued a $50 credit to your account as a gesture of goodwill. Im truly sorry to hear that your experience with our customer service didnt meet your expectations. Our customer support team is dedicated to helping whenever a problem arises, and we always strive to make things right when we're made aware of any concerns.

• Initial Complaint

  Date:12/10/2024

  Type:Product 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 am disputing unauthorized charges and unethical practices by Fenix Pest Control. On 9/19/2024, I mailed a written cancellation notice to the address listed in my agreement. When I received a marketing email from them on 10/4/2024, I called to confirm the cancellation. They denied receiving my letter and requested I email it. I sent the letter via email on 10/8/2024, and they confirmed the cancellation that same day. Despite this, my credit card was charged $61.48 on 11/4/2024 and 12/2/2024.On 12/6/2024, I called Fenix Pest Control to inquire about these charges. They claimed the November charge was valid because they required 30 days notice to cancel, even though I notified them on 9/19/2024, more than ******************************************************************************** to resend the cancellation letter. I complied, but no refund has been issued for either charge.On 12/10/2024, I received an email stating they had scheduled another service for 12/12/2024, even though the account was confirmed canceled on 10/8/2024. I immediately called and told them to remove my property from their schedule, as no one from their company has permission to enter my property.Fenix Pest Controls continued billing after cancellation, failure to issue refunds, and disregard for my multiple cancellation requests are unacceptable. I have also disputed the November and December charges with my credit card company. I seek a full refund for the unauthorized charges, immediate cessation of billing, and confirmation that my account has been permanently canceled.

  Business Response

  Date: 12/10/2024

  Customer has been refunded for both November and December monthly charges. 

  Customer Answer

  Date: 12/18/2024

   
  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,
  
  ******* *******

• Initial Complaint

  Date:10/22/2024

  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.

  I tried this Fenix pest company and after receiving treatment ii our house our daughter developed a severe asthma attack. I told the company and they refused to break my 1 year contract without me paying ****** fee to break the contract. They were also supposed to treat for a mild mouse problem and they have made it worse in our home. I am more than willing to pay for my bill but I will not pay ****** to break a contract when the product makes my daughter sick and our mouse issues are worse. Thank you please help them to stop harassing me.

  Business Response

  Date: 10/25/2024

  I have attached the signed agreement for your reference.  We do require all customers to fulfill the full agreement, if you were to cancel during the first year, we just require that initial discount to be paid back. Our mice services can take up to 6-months to a full year to completely be eliminated and just by looking at the account, it looks like only two services were completed. We are more than happy to come out as many times as needed until the problem is corrected and would be happy to address the issue and make things right.  

• 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.

  In July a representative from Fenix Pest Control came to our front door and asked us if we wanted pest control services. They stated they were running a deal for a treatment for $99 instead of $129. We agreed and gave credit card information and signed on an ipad. A few weeks later we got notification stating that they were returning for our next pest service. We had not agreed to further services with them. After calling and stating we did not agree to any services besides the initial $99 fee they stated that we had signed a year contract with them and we could only cancel if we paid a $300 fee. We were never made aware of this agreement and we were never given or shown a contract. We were told to sign on an ipad to agree to pay the $99 initial fee and unknowingly signed a contract. This is a common trend of theirs if you read ****** reviews, a lot of people were scammed by this business. They are using electronic signatures to sign contracts without customers being aware. I believe all customers including myself should be removed from all further services without having to pay the $300 cancellation fee. When contacting them they were completely rude and unreasonable. I do not want further services from them and I should not be charged for cancelling a contract I never agreed to.

  Business Response

  Date: 02/28/2025

  Hi Braxtin, 
  
  The quarterly agreement was signed and delivered to you on 07/15/2024. It does look like you opened that email and the agreement 10 different times. In that agreement it does say, in bold, that after the initial treatment you do have three days to cancel services with us with no cancellation fee. I have attached the agreement to this response for your reference. 

  Thank you

• Initial Complaint

  Date:08/30/2024

  Type:Order 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 had a very disappointing experience with Fenix Pest Control. In July 2024, they showed up unannounced on our driveway and were extremely pushy. The salesperson offered their service for $129 but said we could get it at a "discount" for $99. After some persistence, my husband reluctantly agreed and was asked to initial a document to confirm the service. What they conveniently failed to mention was that he was actually signing up for a year-long contract!When my husband realized what had happened, he called to cancel the service. However, they flat-out refused unless we paid a $170 cancellation fee. Nowhere in the contract that they emailed does it say anything about a cancelation fee. This lack of transparency, coupled with their aggressive sales tactics, is unacceptable. We feel misled, trapped, and now penalized for a service we didnt intend to commit to.All we are seeking is the ability to cancel this service as we do not want to work with this company any further.

  Business Response

  Date: 03/05/2025

  Hi *******,
  
  I wanted to clarify the details regarding your first service. We did offer you a $300 discount, bringing your initial service fee down to $99. The signed agreement was sent to ***** on 07/15/2024 and was opened three times. In the agreement, towards the bottom in bold, there is a clause outlining the option to cancel services within three days after receiving the initial service without incurring any fees.
  
  Additionally, it appears your husband confirmed via text message on 08/15/2024 that he wanted to proceed with the second service, indicating the intention to continue. We canceled your account on 09/06/2024 and did not charge the full cancellation fee of $300. Instead, we reached an agreement and charged you $171, which your husband paid via check.
  
  For your reference, Ive attached the original agreement.

• Initial Complaint

  Date:08/28/2024

  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 started our service with them in July of 2023, our understanding of the service was the treatment of the inside and outside of the home. Not once in five visits did they ever treat the inside of the home. on each occasion someone was home and we did not even know they had came. We have tried to cancel our service several times before their last visit and they came anyway. Since they did not perform all of the services we were told that would provided we feel the last bill should be written off and they not contact us again.

  Business Response

  Date: 02/28/2025

  Hi Kent, 
  
  Our agreement does state that if the customer is not home we will service the exterior of the home whether or not the customer is home but we do guarantee our services and will always come back and to the interior at no additional charge at the customers request. 
  I have attached the agreement for your reference.