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:03/04/2025

  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 scheduled an inspection via their website's chat bot to estimate what a pest control service would cost. Neither during the process of the automated scheduling or text message, did it mention the inspection is not complimentory. the next day, the technician came over and we did a walkthrough of the house and backyard for about 15 mins, and he gave me some quotes. I told him, I had to talk to my partner about the options and get back to them. He then told me but for the inspection, it was $250. I was shocked by the price. After discovering from him that I can roll the $250 fee into the iniital service fee of $300, if I do want to sign up, so at the moment I thought it would be a smarter to go with it. After giving it some thoughts and clear my mind, the next day, I called the owner and ask to close the account because I feel like they're not honest people. The owner kept talking over me on the phone while I was trying to explain what has transpired. He insisted that the technician did the work, and I had to pay the remaining $50 of the $300 fee. This is NOT an honest company!!!

  

  Business Response

  Date: 03/05/2025

  ***** signed up for an appointment with us through our website, talking with our chat bot, he requested a time frame and day for service, which we were able to confirm for him and sent him a text and email confirmation. we then sent him a service agreement via text message for him to sign the agreement. Due to the agreement not being signed, we called him day of service and confirmed our appointment was correct. While the technician was at first was mixed up about the service type, he did get the agreement signed by him in person by handing him the handheld device to read over and sign, which he did. Originally, he signed up for our General Pest Service which is a 12 month agreement. The following day, he called, upset and wanted to cancel, we explained what happened, and he still wanted to cancel. So because he just signed up the day before, normally our cancellation policy clearly states that the remainder of the agreement is due, but since he just had signed up, we told him we would allow him to cancel by just paying the 1 time fee of $300, which would only be $50 more than what he originally paid. He tried to settle with us and have us not charge any additional fees, but told him we are being generous to let you out for only $50. He then asked if we thought our prices were high or fair. I said yes, that the majority of our inspection fees are around that price give or take and time time fees start at $300. We do not let what others charge affect our pricing, as we charge for what we are worth. 

  Customer Answer

  Date: 03/05/2025

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

  My issue with this business is not service quality but their lack of transparency regarding the $250 inspection fee. When I booked the appointment via chatbot, no fee was mentioned. The only option was to "Book an appointment," and as a prospective customer, I expected a standard inspection to provide a quote. Even if not complimentary, $250 is unreasonably high.
  I received a 6 AM text the day of service and a confirmation call from the technician—neither clearly mentioned the fee. The technician conducted a brief 15-minute walkthrough, provided a quote, and when I said I needed time to decide, he informed me for the first time that I owed $250. This lack of upfront disclosure is completely unreasonable.
  I immediately raised my concerns with the technician and the business owner the next day. I am willing to pay for a service, but only when pricing is clearly communicated.
  

  As for the contract, I signed it only because the technician said the $250 fee could be applied toward the $300 service fee. However, I was never informed it was a 12-month contract—only the $65/month fee and quarterly service schedule were mentioned. The owner’s claim that they "did us a favor" by letting us out of the contract is absurd when they failed to disclose critical terms transparently.

  I have used pest control services before and have never encountered such a high inspection fee or undisclosed long-term contract. Had these details been clear, I would never have booked. The owner's dismissive behavior—talking over me when I raised concerns—further reflects their poor business ethics.

  I later found similar complaints in their ****** Reviews. The BBB should hold this business accountable for its misleading practices and lack of transparency.

  
  Sincerely,
  
  
  
  ***** **

  

  Business Response

  Date: 03/05/2025

  We do our best to be upfront and clear on everything we do, that includes having an agreement signed by the person understanding what they are signing up for. See attached. We are not responsible for assumptions made and then regret. We are priced according to what we believe we are worth. There are other cheaper companies out there, and we do not force anyone to go with us. People choose Tailor Made to have the peace of mind of being pest free. And that is what we do. 

  Customer Answer

  Date: 03/05/2025

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

  While the agreement was indeed sent via text message, I did not read or sign it until after the inspection was completed. If this is the business’s idea of being “upfront and clear,” it reflects an unacceptably low standard of transparency. Simply attaching contracts to this conversation does not change the fact that key details were not properly disclosed before the appointment.

  Again, I strongly urge the Better Business Bureau to review this business’s practices and hold them accountable for their lack of transparency and poor customer service.

  
  
  Sincerely,
  
  
  
  ***** **