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:04/09/2025

  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.

  I am writing to express my frustration and disappointment with pointe pest control services I have received over the past two years. We started your service in April of 2022 with an initial payment of $150 and a monthly fee of $40, based on the promise made on your website that you would eliminate the pest/rodent problem in our home. However, despite paying for continued service for almost 2 years, the pest/rodent issue persists.Your service agreement explicitly stated a money-back guarantee, but when I called to follow up on the unresolved issue, I was repeatedly told that a technician would be scheduled. These visits typically last no more than 10 minutes and do not adequately address the ongoing problem. As a non-professional, I understand that pest and rodent elimination is a process that requires more than brief, infrequent visits. We were led to believe that your services would involve laying traps, changing them, and spraying both inside and outside our home, but these measures appear to have been inadequately performed or not done at all.Additionally, we were supposed to receive phone calls notifying us of upcoming services so we can let them in and facilitate, but this has never happened. To make matters worse, I recently received a notice demanding a $120 payment for services that I have NOT received. I was also informed that the amount has been sent to collections, which I find completely unacceptable given that the agreed-upon services have not been performed at all. During our 2 years with them, pointe pest charges you upfront before sending a technician out.I am requesting that you immediately rescind this collection and refund me for the payments Ive made, as I have not received the promised pest control services. After two years of service, the rodent problem remains unresolved, and I am left feeling misled and unsatisfied with your company's performance.I look forward to your prompt resolution of this matter.

  Business Response

  Date: 04/11/2025

  We appreciate the chance to rectify this issue. We reviewed the account and noticed that we made multiple requests for customer to fix the voids in the home causing the mice issue. Screenshots are attached. There are also screenshots of notes from customer service **** interacting with the customer informing them to schedule the free visits in between to check on and monitor the mice issue. There were no follow *** scheduled after 4/19/2023 then 2/13/2022 then 11/16/2022 and one more prior on 6/6/2022 after the initial service on 4/21/2022. We apologize if expectations were not explained at the time of the original sales call or appointment but during the quarterly appointment on 9/27/2022 the tech mentioned the dryer vent was not covered properly allowing mice to roam in and out, he also treated that area for a wasp nest then there was a follow up scheduled on 11/22/22 where the tech noted " Mice are getting in thru the crawlspace doors imperfections and the side of dryer vent", screenshot attached. The customer had two more quarterly visits where exterior only was done as customer was not home or did not reach out for inside service (12/23/2023, 3/14/2024. On 6/4/2024, a quarterly was scheduled and contact was made with customer after the exterior appointment was completed, tech returned later that day to meet with customer and tech noted "Came back *********************** out vent issues and over grown trees Ext only bait on ext and crawl only had nibbles"- The issue is the gaps and voids that are too large to seal with copper mesh, as the mice will chew through it, need to be sealed by renovations/reconstructions and we are not licensed or equipped to perform that service. We pointed out multiple times that the entry points are the reason the mice are inside. The customer is responsible to fix the damages on the property that are causing the pest issue, we supplied the way to control and maintain the issue. We also provided a copy of the agreement to provide proof we do not offer a money back guarantee (SEE TERMS OF AGREEMENT), rather compensate the account with us to have serviced performed equal to what the customer has paid to provide solution to the issue. If a mice issue cannot be solved it is due the structure being damaged and open access to rodents, the solution is to fix the structure with renovations/constructions that Pointe does not provide. We can provide more screenshots for proof if there is an additional file section, thanks. 
  

• Initial Complaint

  Date:12/09/2024

  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.

  Pointe Pest Control did not provide adequate service and I ended up having to do it service myself. Initially, I tried to let them rectify the situation, but continued with a pest issue and they couldn't get me on their schedule. I will not pay for a service that was not done properly.I have attached multiple pictures of live mice caught after they supposedly did exclusion services and put down poison.I have attached documentation from their company representative stating service was sub par and off of the items I purchased myself AFTER their service to address the problem myself. Now they are harassing me about a bill for it.

  Business Response

  Date: 12/12/2024

  Thank you for contacting us regarding your concerns, we are happy to help! We spoke with Ms. **** back in September, when she stated after the initial appointment, that the service was something she "could have done herself". We reviewed the service report that is attached, the service was completed per the agreement, we laid down traps, inspected for and sealed up entry points quarter sized and smaller, we applied products to the exterior of her home, and performed all the services required in an initial treatment. We reached out to her regarding the balance to discuss the issue but no contact was made in return. In order to satisfy this issue, we have removed the balance on the account. I have emailed a 0$ statement as well to Ms. **** for her records. Thank you! 

• Initial Complaint

  Date:11/04/2024

  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.

  I started using Pointe Pest Control about two months ago to deal with a ***** issue in my three-unit apartment building. On the first visit, they only treated the first and second floors but skipped the basement entirely. Since then, theyve come out twice more, but both times, they didnt actually do any treatment. Each visit feels rushed; theyre in and out in about 10 minutes for all three apartments. It really seems like theyre just trying to wrap things up as quickly as possible without fully addressing the problem. Really disappointed. 

  Business Response

  Date: 11/04/2024

  This customer is not in our system - it is from the ******* area Pointe Pest Control.

  Customer Answer

  Date: 11/04/2024

  Phone number: 
  
  Pointe Pest Control

  Call Us: **************     ********: **************

  Business Response

  Date: 11/05/2024

  Greetings,

  In response to the complaint, we are sorry for any inconvenience or confusion. I pulled the account up and the recommendations that the tech gave about the sanitation level of the units have not been met. I have attached a screen shot of each appointment that has been completed since the account opened. The screenshot shows the time we were there and services performed. Each appointment has a recommendation about the units stating the sanitation is poor and filthy. In order for service to be effective, all other food sources must be eliminated as well as clutter. I included a copy of the ***** prep sheet and guidelines confirming the customer was aware of their obligation to the service. We attest this complaint to be a negligence on the consumers part of the agreement. 

• Initial Complaint

  Date:08/25/2024

  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.

  I ORDERED PEST CONTROL FOR FLEAS IN MY HOME AND WAS PROMISED A FULL HOME EXTERMINATION WHICH I DID NOT RECEIVE. THE PERSON ONLY SPRAYED 1 ROOM IN MY HOME AND STILL CHARGED ME $300.

  Business Response

  Date: 09/26/2024

  Thank you for reaching out. We spoke with Miss Amor on 8/26 and then again on 9/5 where I refunded her half of the payment ($150). We do not offer refunds as part of our policy, but we decided to honor and assist Miss Amor beyond expectations. I have attached screen shots for proof of refund and communication with agents at Pointe. Please reply to this email to confirm you received our reply to the complaint, we appreciate your help! 

• Initial Complaint

  Date:04/25/2024

  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.

  Absolutely HORRIBLE experience: ok so we signed up for the monthly/quarterly plan a couple years ago, and have been paying regularly since. A few months ago a very obvious mice problem started. So I called Pointe Pest Control and the tech came out and did absolutely nothing besides place a few of those sticky traps around the basement (the things I could have bought from Menards myself), which did nothing for my problem. I spent weeks cleaning the basement and placing my own traps, slowly getting rid of the mice I caught on my own (the sticky traps did nothing). Fast forward a couple months later and I hear scratching in the attic. So I call Pointe Pest Control again - I let them know the problem is in the attic. The tech comes outand DOESNT EVEN GO IN THE ****** All he does is open the entrance to the attic, reaches up there and places a few poison tablets near the entranceFAR away from where I told him I hear the scratching fast forward to tonight: we have a 10 day old newborn, and now the scratching in the ceiling is right above his crib and along the walls - its the middle of the night and we are terrified something is going to come through the walls, my wife is literally hitting the walls with a broom in an attempt to scare it. Im sure Pointe Pest Control is great for one time services, but please DO NOT sign up for the recurring monthly plans - you will be forgotten, and they will do the absolute bare minimum, if that. Ive probably spent thousands on this monthly plan only to feel like it was all wasted with this level of service.

  Business Response

  Date: 05/28/2024

  ************** and BBB,We regret to hear of this matter affecting our customers, however, after investigation of the account, we have found the home to be suited for pests. The over grown tree limbs, the entry points in the roof, the over grown bushes and debris lay up against the home are shelter for critters of all kinds. After trying to go up in the attic, unable due to no floor boards we set as much product as we could to monitor the activity. We are reluctant to believe this is not a mouse but a larger animal that we are unequipped to service. The screenshot of the account shows we relayed this info to the customer from the tech. We have closed the account so no future ******************** will be rendered and wish you the best of luck.

   

  We recommended to the customer to seal entry points that we sent to him after technician investigation. The files are too large to upload to your system, I would gladly forward them to our rep to add. Additionally, the customer refused to seal the gaps that cause the pest activity, we cannot treat the home efficiently due to the damage within the structure.

• Initial Complaint

  Date:04/25/2024

  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.

  Since so many of these positive reviews are calling technicians out by name, I believe its only fair that I do the same - Gennsie was the technician who was sent to our house, when we reported a sound coming from the attic. He barely took any time to actually explore what was happening, declared it was a nice problem, and then went on to tell us the only thing he could do was leave pellets of poison for the rodents to consume. That was it - that was the extent of the comprehensive service that Pointe Pest Control had offered when they came on their bellies begging for our contract on our front door. What a SCAM!!! This has happened before, we did a contract with them, and then one day I walked into the home to find a mouse within my property - I yelled and screamed on the phone with them, they sent someone out who took about 5 minutes (less, even) looking around a 3000+ sq. door property saying they couldnt do anything, and that theyd leave pellets of poison. Thats their ONLY modus operandi. Do the least. The very least. Its ABSOLUTELY horrendous and despicable service - they may seem polite but theyre USELESS. Absolutely USELESS. My point is, even if its merely Mice in the attic, how come your poison pellets didnt work. Even the chemicals they use are as useless as the technicians that they send. There was ZERO follow up to ask if their service was good, or if the matter was resolved. The ABSOLUTE WORST SERVICE FROM A PEST CONTROL COMPANY. Period.If youre looking for an ACTUAL lasting solution, dont look towards this USELESS, INEFFECTUAL, OVERPROMISING, UNDERDELIVERING farce of a pest control company - theyre good for ABSOLUTELY nothing other than lying and making promises to secure commissions and contracts. Theyre FRAUDS. I want money back from them, or an effective solution - Im sure I wont get either because this company is a SCAM.

  Business Response

  Date: 04/29/2024

  ************** and BBB,

  We regret to hear of this matter affecting our customers, however, after investigation of the account, we have found the home to be suited for pests. The over grown tree limbs, the entry points in the roof, the over grown bushes and debris lay up against the home are shelter for critters of all kinds. After trying to go up in the attic, unable due to no floor boards we set as much product as we could to monitor the activity. We are reluctant to believe this is not a mouse but a larger animal that we are unequipped to service. The screenshot of the account shows we relayed this info to the customer from the tech. We have closed the account so no future ******************** will be rendered and wish you the best of luck. 

• Initial Complaint

  Date:02/27/2024

  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.

  February 23, 2024 - ************ charged my credit card $48.00 for a service I never received. They also lied and said I have a contract which I never signed. I called them on February 26 to cancel my service. They refused to give me a credit (for the service never received) and said they will continue to charge my credit card this monthly fee. I also contacted my credit card company and asked them to refuse further payment(s). Please help me resolve this problem.

  Business Response

  Date: 03/25/2024

  In response to the complaint from **********************: This customer is on a monthly billing cycle for a quarterly maintenance service meaning he is charged every month for treatment provided every 3 months due to its application schedule. We recommended for the customer to make free follow up appointments every 2 weeks so we can get the mice issue under control. Since the initial service on 12/27/23, the customer only took one free follow up appointment on 2/8/2024. Per the agreement, the customer has to take 3 free follow up appointments to qualify to cancel the contract, that we failed to get signed by the customer. Ultimately, due to the technicians failure to get signatures, we will provide a refund of two payments of $48, in the amount of 96$. We have no money back guarantee and per the terms of the contract, there is no eligibility to receive a refund but to complete customer satisfaction, we have honored a refund to the card on file that takes about ***** business days to arrive. We have closed the account per the customers request on 3/6/2024. 

• Initial Complaint

  Date:02/01/2024

  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 have been a Pointe Pest Control customer since 2020. The office scheduling is horrible. I have received phone mail notifications after the scheduled service date. I have received phone mail notifications less than 24 hours prior to service. I have been at home ALL day with periodical calls to the office, where the person is harsh to informed me that the technician has NO set time. Only to wait ALL DAY and have NO ONE SHOW UP! I have had service technicians that call me prior to coming for service and put their phone on mute so they have proof they called the customer. And blame the customer for not answering. January 31, *************************** sent me an email 8:07am for service on February 1, ****. I was at work 8am-5pm. I checked email early morning February 1, **** sent email for a reschedule because interior service was needed and this was not enough time to plan to be home. The email was sent at 2:37AM. At 12:48PM I received notification service was completed. Service has NOT been completed. This company has all these rules for cancellation and NO windows for time for service. I was told they can come on Saturdays but none of the service techs want to come out on a Saturday. Why lie to the customer. I will be cancelling today, February 1, ****, I've had enough of the poor customer service, no shows and games the office people and technician play with my time. I am a very busy person and don't have time to waste waiting for someone to show up, with little to NO notification of service appointment time. People work and are not available during the week. 8AM the day before is NOT enough time. I sent email at 2:37AM to cancel and apparently that wasn't enough time or they ignored it!I am waiting for a manager or authority figure to call me, so I can explain to her/him. I am filing this complaint because no one has money to throw away on service that is at best half done. The ***** should be aware of what his staff is doing to drive away customers!

  Business Response

  Date: 02/22/2024

  Dear *****,

  Thank you for reaching out regarding your service expectations. We apologize for the inconvenience and appreciate the chance to rectify the situation. We spoke a few times since the service appointment that was done on 2/1/2024, we made some notes in your account and confirmed schedule service dates for the future. We went over the service expectations going forward and sent out a service manager on 2/3/2024 to go over what was done and provide any treatment on areas inside that were missed. We understand that this process should be painless, easy, and satisfactory all around. We thank you for giving us instructions on how to tailor pest control to fit all your needs. From scheduling to service, we want to continue to strive in your expectations and quality of our service. Feel free to reach me for any reason, it was a pleasure speaking with you. 

  Warm ******************************************* ****** Manager @ Pointe Pest Control

  Customer Answer

  Date: 02/22/2024

   
  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. I worked closely with ********, and *** the service manager. The service was completed in full on 2/3/24. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/05/2022

  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.

  I have lost the use of my home as a result of a mouse infestation despite using pointe pest control for over 14 months. They Breached their contract. I am seeking a full refund replacement value for loss of items, hotel cost and removal of hazard materials