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:09/27/2024

  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.

  I have been a customer of this business since 2010 and have always received good service from them. However, they have engaged in a practice where they have raised their rates twice within the past year without providing a notification other than a small notice on their invoice stating that the price might reflect a small price increase. When the first increase happened, I increased the amount from $99.00 to $106.00. To insure that my payments are made on time, I have had them paid automatically from my Capital One checking account once every quarter and, up until now, this has not been a problem for them. My last service was performed on 08/06/2024 and my usual payment was processed on 09/12/2024 and mailed to them for receipt by 09/18/2024. This is necessary because they are unable to receive EFTs. They no longer make personal phone calls so if there's an issue with an account they recently have gone to an automated, annoying robocall indicating that the customer needs to contact them immediately. Today, 09/26/2024, I received a letter from ***** ** ***** ********* ********* indicating that J&J has turned my already paid account balance over to them for collection. I am demanding that J&J immediately cease and desist attempts to collect on my paid balance and notify the collection agency to remove any documentation pertaining to me, including my name, address, account number or any other identifying information and, provide me with documentation that this issue has been resolved.

  

  Business Response

  Date: 09/27/2024

  Our apologies for not catching the mistake. There was a $1 balance that caused the customers account to go over 90 days and into our collection module. The customer was sent into collection but it never will show up on his credit report. we have corrected the issues and called our collection company to remove him from collections. The $1 balance was removed from his account.

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22346200
  
  I am rejecting this response because: The amount submitted to the collection agency states "As of 09/20/2024, you owed: $107.00", and not the $1.00 amount that they're now claiming. If this was in fact true, the collection letter would have stated that I owed $1.00. Based on their dishonest response, I do not accept their response. Most credible, honest businesses would not turn over a 15-year customer to a collection agency for the insignificant amount of $1.00. 
  
  Sincerely,
  
  John *****

  

  Business Response

  Date: 09/30/2024

  I would like to apologize for not explaining it better. The total balance on the account was $107 but it was the $1 balance that caused it to go to our collections. This collection status is only a enhances collections and does not show on your credit report. As a company we should of done a better job to make sure to catch these mistakes to prevent these things from happening. I sincerely apologize for this happening to you and thank you for being a valued customer for so long. The balance on the account is at 0. We have also removed the account from collections and they will be sending you a letter stating its been removed. If there is anything I can do to earn your trust back please don't hesitate to let me know. We were not trying to be dishonest and I apologize if that the way it came off. We been in business over 65 years and we strive to honest with all our customers, and apologize if this situation came off as dishonest

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22346200
  
  I am rejecting this response because:

  I am Mrs. ***** and worked in credit and collections. I know that $1 does not trigger an account to go to collections because the collection agency gets a percentage of what they collect. The business usually attempts to get the bill paid by contacting the client directly and it is only after repeated attempts with no resolution (an account is usually 90-120 or more days past due) that an account would be turned over to a collection agency. Contact with the client is usually made by a live person because you can't actively discuss any issues and resolve conflicts with an automated system.  I have never seen a business turn a client over to collections for a $1 balance due. My question is if it was just $1 that triggered our account to be turned over to collections, why did you put the full amount with them knowing that the rest of the balance was current? Most businesses notify their clients of changes to their payment policies and not just at the time you're ready to collect from them. Having done credit and collections, this was handled very poorly.
  
  Sincerely,
  
  John *****

• Initial Complaint

  Date:07/11/2023

  Type:Product 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.

  J&J Exterminating Company has been spraying for about 3 years now. The spray that has been used to spray my home & storage shed has put black stains on my paneling and walls. Tried wiping it off but it won't come off it, tore out the paneling in my home and it needs to be replaced by J&J.

  

  Business Response

  Date: 07/27/2023

  I would like to start out by saying on behalf of the J&J Exterminating management team we understand the issues you are having in your home and sympathize with you and very much appreciate your loyalty and allowing us to be your service provider for your pest control needs for the last 5 1/2 years. We did send out our service manager who has over 16 years of experience in our industry to perform a thorough inspection of the issue. After the results of the inspection were completed, it was his and our company's opinion that we did not cause this damage or were negligent in any matter. Our company's procedures do not include spraying walls at any time during our regular services. Our service manager also had a conversation with Mrs. L******* husband and he stated that he knows that we did not cause this damage and that our tech always did a good job for them over the years. They also discussed some possibilities of what may have caused the issue but due to our expertise being in the pest control industry and not hvac we cannot confirm those issues and suggested they have it inspected by a tech in that field.