Complaints

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• Initial Complaint

  Date:09/20/2022

  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.

  I hired the company to spray my new home for spiders and other insects. It did not work. I reached out to him with a picture informing him. His response “it can take 2-3 weeks” never offered to come back out. We are still killing spiders size of quarters and he’s refusing to give me my money back which he offered a money back guarantee verbally when we spoke to him.

  Business Response

  Date: 09/29/2022

  This email is in response to the above referenced ID.  I was called to provide an interior and exterior pest service at the home of **** **********  I provided that service to her.  She had a large infestation of insects in the interior of her home, particularly the basement.  After completing the initial spray, I had advised her that she would probably have need for a follow up treatment due to the number of live pests.  I explained to her to give the initial spray some time and to let me know if she was in fact still seeing live insects, and I would be back to spray.  This is included in the initial price and is often needed for jobs with a large infestation. 

   

  By law per the **** and the chemical manufacturer’s label, I can only treat the interior cracks and crevices.  The insects have to make contact with the spray in order to die and this does not happen for all insects in a matter of a couple of days.  She had reached out one time a few days after the initial spray.  I advised her to give it a little more time and I never heard back until two months later at 5 am on a Sunday morning in which she demanded her money back or else….She stated that she was advised by other companies that there is chemical available that kills them instantly which is not true for anything legal to spray.  I am licensed and insured and there is nothing that I can legally spray (nor can I spray a volume of chemical) that would kill everything instantly.  I do not have a money back guarantee.  I offer a 30 day guarantee in which I return for additional pest services if the problem is not resolved.  I have had a couple of instances similar to this in which I had to complete a follow up spray due to a large infestation and I was more than happy to do so, but these follow up sprays were not performed within 10 days of the initial spray as it takes time for the insects to make contact with the chemical.

   

  I have literally hundreds of good references including those listed above when I have had to come back to perform a follow up.  I would be happy to gather and submit them if needed, but I am extremely busy and I was given limited time to reply to this email. This is the first unsatisfied customer I have had.  I wasn’t given a chance for a follow up spray and therefore wasn’t given the opportunity to satisfy the customer. She stated to me that she has all of the messages and would be turning them in and I would have a $500 fine so I can refund her or she will proceed.  I am confident in the service I provide and I will always perform a follow up if its needed.  I have where she reached out to me one time.  I asked her to provide me with all of the messages that she claims she has of me brushing her off as I only showed the one time with my initial response advising to give a little more time.  She did not produce those messages, and my records do not reflect the story she has shared.

   

  Please let me know if any other information is needed.  I appreciate your time.

   

  Thanks,

   

  ******

  Customer Answer

  Date: 09/29/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  he never told me it would take time or that the infestation was large in my new home. He also never told me a follow up spray would or could be needed. All he did do the entire time was complain about living with his folks or in-laws.  Whichever. Had he mentioned a follow up spray why wasn’t it reminded to me in text? Oh yeah he lies to get himself out of trouble. We had literally been in the house two days if that when we reached out to him. The spiders and so on still won’t stay away but are dying off now that. I have used home defense 1 time and not his watered down Bs because another company suggested I try that first and that was 3 days ago. My husband was home, so was my daughter who was visiting and my best friends son that can back me up on his behavior and promise of money back if not satisfied and also never once said anything about a follow up spray until a quarterly  treatment started to prevent any future spiders. Also how was I suppose to know a business account was on a personal phone so he can stop with the 5am **. He didn’t have an issue when I reached out for treatment at that time. He also stated he could do any schedule that worked with ours no matter the time. 
  
  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 10/07/2022

  The customer came right out in the messages and said something to the effect of I spoke with a company or several companies and they said that it doesn’t take time and they should die instantly and you’re a liar.  In the new correspondence, she says she didn’t know it takes time because I didn’t tell her.  Can you clarify that for me? Because it seems like the story has changed over time. Please find the info below about the questions of time.  She also said that you reached out several times but I show one time.  You can find the information regarding that below in my first response. I can provide messages and also the references of the satisfied customers in which we had to go back and spray an additional time.  There aren’t many but they exist.  We gladly did so without hesitation and without false information and threats being thrown at us. Our chemical isn’t watered down. Her house isn’t new – its 72 years old.  We can go back and forth over he said she said for an infinite amount of time.  Do you want me to supply my references and the messages?  Receipts for chemicals?  What do we need to provide to end this?  This back and forth of false claims seems as though it will never end.  Please once again see the below written response in which everything is true and in detail.  The response to the latest claim can be found in the first response below, as I took an extended amount of time to make sure that you had all of the information from start to finish.  There is not much else I can provide.  It is a complete lie that a money back guarantee was offered, because one has NEVER been offered to any customer.  We are confident in our work and if a follow up is necessary we provide.  Again, that has happened on just a handful of occasions.  She and a baby that was sleeping were the only people in the house.  Her husband was gone from the home at work, she claimed.  Would you like a list of names and numbers or written statements from other customers that can attest that a money back guarantee is never offered? But that a satisfaction guarantee is?   

   

  Thank you for your time.

   

  ******

  Customer Answer

  Date: 10/07/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  obviously he can’t read anymore than he can treat for bugs. I never said the house was two days old. I worked for **** ******* *** **** ******* and they always offered to go back after 3 days if you witnessed anything living. ***** ***** use to tear my old home as a preventative treatment due to us being foster parents and said it would be immediate, if this guy says nobody else was here he’s obviously blind and my grandson was not here at the time of the treatment. I would have never stood for that. He did offer a money back guarantee and he didn’t tell me his treatments would. Take weeks and even when I approached him with seeing spiders he never said anything about coming back out or having told me he’d have to come back out. Why would that be? Why is it a store bought chemical is doing better than his crap if it wasn’t watered down. We had spiders. Not roaches. I never threatened the little snowflake unless you count coming to you guys. He obviously is delusional.  Another company has told me their treatment is guaranteed because anyone that sprays real working chemicals stand by what they use and it never takes more than one treatment unless it’s roaches and termites. The company that told me to use home defense said that could take a couple sprays but it would save me money in the long run and the spiders were not bad anyway. He’s making it sound like I had roaches or something and that has never and would never be the case because not only do we pay our own bills and not live with mommy and daddy because we can’t hack it we also take care of everything we have. He’s the one that can’t keep a story straight or read an honest statement. I want the money back he promised and everyone that was here is willing to speak to you and tell you the truth about what happened just like I’m doing now. Don’t let him blow ** around you the way he did my house. My grandson was here for the outside spray just not inside. His dad took him for a car ride to keep him away from the poison. He came back when it was done and actually waited outside a while before and then came in so the baby’s dad was in here as well when the man said money back and is now backing out because he’s been caught.
  
  
  
  Sincerely,
  
  **** *********