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:12/12/2023

  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.

  Thursday Aug 17 we paid Louisville Critter Ridders $624 for a 6 month coverage to get rid of the moles in our yard.
  
  They came out once for the first treatment. The guy said if the first time does not work, they would treat again and if necessary, come back out to use a different method. We still have many mole trails and now many holes in our yard.
  
  My husband and I have called over 10 times and were told a technician would be sent out. As we continued to see new mole trails we would call and finally had started asking if the technician would call us when they are coming out of leave a note saying they were out to treat the yard. Nothing was done.
  
  We also have camera’s completely around the house that have never picked up a technician walking around to find the many trails.
  
  This past week when I have called and texted and asked to speak to the owner, now we do not even get a return call.
  
  I am starting to think this is a scam for the 6 month coverage to get rid of moles. I am filling this to both warn others who might be considering hiring Critter Ridder of Louisville and well as I would like our money back as they have not held up their end of the contract.
  
  I have multiple pictures of all the current trails. They were too large a file to upload.
  
  We still have a lot of trails and holes in our yard so I will have to hire another company to take care of them.

• Initial Complaint

  Date:10/04/2023

  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.

  I called Critter Ridder on July 25 to get estimate on getting rid of moles on my property. The manager stated they were the only exterminators with a six month guarantee. I accepted their service. They sent an employee that day and I paid them $599. The employee said to wait a couple weeks to see if that took care of the problem. It didn’t, I still have a serious problem with moles. I have called them 5 times to return. Each time they said they would send someone out the next day. They have not returned.

• Initial Complaint

  Date:09/20/2023

  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 Saturday, August 19, 2023, I paid Louisville Critter Ridder $599.00 to exterminate a mole destroying my lawns. My lawns were baited on 08/19 and I was asked to wait two weeks before contacting the company for additional treatments, if necessary. On Thursday, August 31, 2023, I contacted Critter Ridder by phone to report that mole activity had not ceased and requested a second treatment. I was assured that a technician would treat my property that same day or the next day. I called again on Friday, September 1, to repeat my request for service as no one from Critter Ridder had come to my residence to apply a second treatment. Over the next week, I called Critter Ridder daily asking for a service call that never came. I then asked for a manager to call me about the problem; no manager or technician ever returned my call or came to my residence to either speak with me or provide follow-up treatment. The Critter Ridder website states that "Unlimited Animal Removal – Our Inspection and Wildlife Removal Fee covers as many animals causing the problem as necessary until your activity stops. That means no activity noticed by you, or no activity noticed by our on-site monitoring equipment for at least a period of 7 days. That doesn’t mean we stop trapping after 7 days – it means as long as necessary (for example, 2 weeks and 7 days or two months and 7 days). Once that 7 day period elapses with no activity, the animal damage and exclusion inspection process begins." The following week, I stopped my futile daily attempts to get the follow-up service that Critter Ridder's website promises. Since that time, I have had no further contact with Louisville Critter Ridder. I finally eliminated the mole, myself, on September 8. Since Critter Ridder did not resolve my problem, did not provide any needed follow-up treatments and did not contact me to resolve the issue after repeated good faith attempts on my part, I am filing a complaint with the BBB to ask for a refund.

• Initial Complaint

  Date:03/14/2023

  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.

  This complaint is filed for **** ****** ****e Council by the Board of Directors of **** ****** ***** ***** ***********.
  Contracts were initiated on October 14 and November 5
  $599 paid on 10/14/22, $3000 paid on November 12
  The business was contracted to inspect and remove squirrels from the building then provide squirrel exclusion by closing all entry points.
  No less than 30 entry points were identified.
  No work has been performed on squirrel capture or squirrel exclusion.
  The president of the condo association has called 12 times and has made contact with a C/S rep who committed to solve the problem. ******** ****** *********** *has called and the president of the association has called and left 12 messages with no return call.
  The Louisville critter contact number is ************. At this point we are looking for a complete refund. It appears there are numerous complaints against this company.

  Business Response

  Date: 03/26/2023

  Immediately upon receiving this BBB complaint we reached out to the customer. Customer hung up on our staff while attempting to discuss the account and refused to answer when we called back. We left a voicemail for the customer. Prior to this interaction, we were actively trapping and removing squirrels from the structure. The HOA President made the entire situation with our staff incredibly complicated when he sent out an HOA Newsletter advising residents that squirrels were loose in the attic space of the multi-tenant building. Tenants started calling reporting any noise in the building as squirrel noises. Our team was diligently working to ensure the entire building was squirrel free before sealing up entry points we identified.No further discussion of this account will occur within the BBB platform. We will only discuss this account directly with the customer. This is the only response this complaint will have in this forum as it is not the appropriate place to discuss this matter. Thank you. 

  Customer Answer

  Date: 03/27/2023

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

  It has been 5 months without any action. When the business called they said they were actively trapping. When I told him there hadn't been traps there in months, he responded that he did indeed puill up the traps due to our complaint with the BBB. He then went on to threaten us with a $5000 fine for calling the BBB. Only one resident called Critter Ridder based on the business requesting to have more detail of the squirrel entry. The only other call was made from our property manager ****** ****** ** ******** ****** *********** to help assis with getting this business to honor the contract. At this point we want a complete refund. The $599 was for squirrel trapping, the $3000 was to close entry points. We no longer want to do business with this company.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/28/2023

  As already stated no further discussion of this account will occur within the BBB platform. We will only discuss this account directly with the customer. This is the only response this complaint will have in this forum as it is not the appropriate place to discuss this matter.

  Customer Answer

  Date: 03/29/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business has not responded to calls for over 3 months nor have they provided services as outlined. The **** *** **** ****** ***** will not do business with this company. They are demanding a refund for work not performed. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/30/2023

  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.

  Services were sought from Critter Ridders Jan. 18, 2023 with animal identified in our home. Technician *****) sent within 2 hours to inspect. **** informed us of his credentials and two decades of experience. Cursory inspection of inside house and perimeter of house took place. Placed trap outside. Stated drone evaluation to identify any areas of entry to occur the next day. Contract signed with payment by check for $599. No contact until Jan. 20-my phone call and explained usual process was re-evaluation after 7 days. There was no response as to drone evaluation or to any activity at trap (camera attached). At this point there had been no other evaluation of premises to identify any route of entry/exit, no change in position of trap, no other techniques to resolve problem, and no acknowledgement of customer distress, concern, fear. On Jan. 27, after no contact, call placed as continued animal activity noted with now multiple holes in ceiling. No answers to questions given re. drone, trap and stated that there would be contact within 24 hours from technician. No other technician was available. Again there was no acknowledgement of customer concern. Further appeal identifying re. poor customer service, ongoing dangers, 24/7 availability led to more heated discussion. " No, no other technician was available". "No, there was no one else to contact" and contact information for higher level company individual or owner would not be given. ****** onsite manager, then threatened to 'void the contract' which did occur with no other notification. and only revealed to me on phone call to ***** 1/28. Request for refund of fees paid was refused. ***** stated that owner contact with me would occur the next week.

  Business Response

  Date: 03/23/2023

  "On January 18, 2022 Mr. **** ******** contacted Louisville Critter Ridder to respond to a hole that formed in his ceiling from wild animal intrusion into his home. Our Certified Technician inspected the home, located where the raccoons were accessing the structure and placed a trap along the trail the raccoons were following. Mr. ******** was advised to call our office when he had a 7 day period of no activity in the home and that we would not reach out to him while we were in the trapping process unless our activity at the trap site ceased for 7 days. We are not aware of any drone service offered to Mr. ********. We continuously trapped for raccoons on this property until January 27th when Mr. ******** called our office and was verbally abusive to our staff on a recorded line. Our owner reviewed the recordings and made the decision to cease service without refund. Our company has a zero tolerance for threatening and abusive behavior towards our staff."

  Customer Answer

  Date: 03/24/2023

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

  See attached
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 03/26/2023

  No further response is required as we have already responded to this complaint.

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Considering that Critter Ridders has no documentation to support their explanation it is unreasonable for them not offer further explanation (or documentation).  
  
  Sincerely,
  
  
  
  **** ********