Complaints

This profile includes complaints for Senate Termite & Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Senate Termite & Pest Control

  8656 Dakota Dr Gaithersburg, MD 20877-4139

• 

  Senate Termite & Pest Control

  10413 Balls Ford Rd Manassas, VA 20109-2661

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: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.

  Please send an Email address so I can submit my pictures to you ro help my case. Thanks ny pictures. If you have an email or text number I am more than happy to send them to you, or I could send them by mail.if you give me an address. Please help, I need this refund to pay to get this work done. There are small children in the house. Ages one, three, and six years old. I explained this to them also. **** and **** are the Managers. Thanks

  Business Response

  Date: 04/15/2025

  Dear BBB and Ms. **************** you for bringing this matter to our attention.
  We understand Ms. ******** concerns and are sorry to hear that she is dissatisfied with her experience. We take all feedback seriously and strive to maintain transparency and professionalism in all customer interactions.
  According to our records, Ms. ****** canceled her service with Senate Termite & Pest Control almost one year ago. We have not serviced her home since that time. As such, we cannot be responsible for any current rodent issues, as we are no longer providing pest control services at her property.
  We also understand that Ms. ****** has since hired a new pest control company. That company would now be responsible for addressing any active rodent issues she is experiencing.
  If Ms. ****** believes there were deficiencies in the work performed while she was an active customer, we are open to reviewing any documentation or photos she would like to share. She may email them to *********************************************************.
  Based on the timeline and the fact that we have not serviced this property in nearly a year, we do not believe a refund is warranted.
  Sincerely,
  

  Customer Answer

  Date: 04/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23179176
  
  I am rejecting this response because:
  
  I have reached out to this company several times. It was only a few months since I had canceled with this company that I start seeing *******. Since this Company had given me a Contract saying they had taken care of Rodents and entry ways I did not think to call them because their Contract said they did the Work. So when I called another Company to deal with the *******, they sent an Inspecter who to my horror took pictures and showed me the entry points and holes that were not sealed up. I sent **** the Manager and **** the Pictures I was given. There is absolutely no way they did what they claim they did. They are the reason I'm having this problem because they did not live up to their Contract. Now they are saying because I am with another Company it's on them. That is absolutely not true because this Company was not supposed to do the Work I paid Senate to do. I paid Senate $8,880 to do Termite, ******, and sealing Entry ways. I just paid this *********** to Seal up holes and entry ways and also spray under the House. I have proof of this and will supply it if needed. Senate has several pictures I gave them recently. To act like because I was not with their Company they can refuse to pay when it was their fault to begin with. They Reniged on their Contract which is Illegal. I told them I have Babies in the House I had to act fast when I was shown the Work Senate DID NOT DO. If I would have known what to look for this would not have happen. The two Workers that supposed to have done the job, told me to my face that everything was taken care 9f. This is horrible and extremely unprofessional. How can I recommend a Company that refuses to compensate for their errors. The holes and unsealed Entry Ways was NOT A MISTAKE, they were purposely NOT Done. There was too many holes to be a mistake. I think the fair thing to do is Compensate me.

  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/22/2025

  Ms. **************** you for your follow-up message.
  We want to clarify again that Ms. ****** canceled her service with Senate Termite & Pest Control nearly one year ago. According to our records, there were no service requests or warranty calls placed between the date of cancellation and the time this complaint was submitted. Had we been contacted during the warranty period, we would have been happy to return and address any concerns.
  We understand that Ms. ****** now believes there were areas of work left incomplete. However, these claims were only brought to our attention long after the service was canceled, and after another pest control company was hired to inspect and treat the property. That company has since altered the conditions of the crawl space and performed new work, making it impossible for us to verify the current condition against what was originally completed.
  We respectfully disagree with the assertion that we "reneged" on a contract. Our company completed the service as agreed, and Ms. ****** canceled her account shortly afterward without requesting a follow-up or expressing any concerns at the time. Services like rodent exclusion are not lifetime guaranteesthey require ongoing monitoring and service, which was not maintained after cancellation.
  To be clear:
  1. We have not serviced this property for nearly 12 months.
  2. Ms. ****** hired a new pest control provider, who has since treated and altered the property.
  3. We were not given the opportunity to reinspect or address any concerns before this third party performed additional work.
  4. Refunds cannot be issued for services performed by another company or for conditions that developed long after our involvement ended.
  We strive to deliver quality work and stand by our services during the active warranty period. Unfortunately, based on the timeline and lack of ongoing service, we do not believe a refund is appropriate in this case.
  Sincerely,
  **** ***************start="2205" data-end="2208"> Senate Termite & Pest Control
  Management Team

  Customer Answer

  Date: 04/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23179176
  
  I am rejecting this response because: I have to **** and **** both Mangers several times  and i have sent Senate Pest Control SEVERAL Pictures and explained the Horrible situation to them. If they would have done their Contractual Job Properly I would have no reason to inform The Better Business Bureau of their Negligence. I had to pay another Company to do the Work they were supposed to do. It's Not been a complete year and I already had to pay another Company to do their incomplete work. If Senate want to still pretend they are a ***************** and dismiss my Refund after I had to pay for their Unprofessional Work Ethics, I will have no choice but to go to ******** and pursue them in Court. This matter will not go away unnoticed. 

  
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/12/2025

  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 called this company last year (April/May 2024) because I thought I had a squirrel problem, but they found a mice problem, so they said I needed a whole attic/basement remediation, and the service was done... but then they asked if I wanted to sign up for the quarterly inspection and pest treatment inside and outside the house, and I signed a contract for that, too. That being said, the technician who first came to do the pest control treatment was unable to finish it on the same day (June 12th, 2024) and said he would come back on June 28th 2024. They did the inside of the house and the front yard, but not the backyard. Since I have a summer job, I am usually gone from June 20th until August 20th, so I left instructions for the technician to access the backyard through a gate which isn't locked, but on that day, they called me several times and left messages saying that they could not access the property. Long story short, when I came back from the summer job the service was rescheduled to October 4th (a Friday), and on that day someone from the company texted me and said they couldn't make it and would have to come back the following day or the following Monday... and I never heard from them again. In all this, they kept charging me for this service, which had not been completed. So, in the past few days I received several emails from their general manager (**** Durieu) claiming that the inside of the house hadn't been serviced, but the backyard had (while other previous communications stated the opposite), and this morning another email claiming that the service had, indeed, been completed on June 28th 2024... which makes no sense, since the company has been going back and forth changing their version many times, but nobody every showed up to complete the service, and now after almost 8 months they are claiming something completely different again. So, besides reporting their lack of professionalism and this borderline scam, I am also hoping to be reimbursed.

  Business Response

  Date: 02/25/2025

  Thank you for bringing this to our attention. After reviewing your account and the details of your service, I want to clarify that we did indeed treat the backyard and the full foundation of your home, as per the original service agreement. I understand there have been some miscommunications regarding the status of the work, and I sincerely apologize for the confusion.
  Our records show that the work was completed in full, including the backyard treatment, which was done according to the instructions provided. I recognize that the back-and-forth in our communications has caused frustration, and I regret any misunderstanding that occurred.
  Additionally, as previously mentioned, we issued an $80 refund to address the inconvenience you've experienced.
  If you have any further questions or concerns, please feel free to reach out directly. We're committed to resolving any outstanding issues and appreciate your understanding.

• Initial Complaint

  Date:02/03/2025

  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.

  A Senate salesman came to our door. me and my (now ex) roommate answered and he decided to sign up for services but apparently chose to do it under MY name. All he gave them was my first and last name and email, I dont think he even intended to pay for the services. We were charged for 5 months of services despite being assured we were only signing up for 1 and I ended up footing the whole bill when my roommate ghosted us and stopped communications after letting his account become delinquent. I tried to get this sorted with the company seeing as it was never hooked up to anything but my name and clearly signed for by another person. After trying and failing to get a solution from the company for months I got a loan to help me pay the $276 delinquent bill I was saddled with because someone just knew my name and address. It took me 2 months to get the bill paid because they had sent it to collections but collections didnt have it and wouldnt accept my payment and Senate said the same! NO ONE could tell me who to pay! I finally got it paid after getting someone at Senate willing to process a payment. She reluctantly told me how to fully and permantly close my account after some insistence on my part. It seems to me she was not supposed to tell me how to shut it down unless I specifically asked a certain way. I first asked if the card I used to pay the balance would be charged again she hesitated and then said no, it wasnt until I started asking about closing the account that she let me know how to ENSURE i was not charged again. I spent hours upon hours fighting this and speaking with dozens of impolite and unhelpful people. Its terrifying that your name and address, aka public record is all you need to sign someone up for a debt at this company that will not even provide a service. They also advertise as A+ BBB Accredited on their website which is also a clear lie to help their scam.

  Business Response

  Date: 02/25/2025

  Thank you for reaching out, and Im sorry to hear about the issues you've experienced. After reviewing your case, I want to clarify that the situation involves several miscommunications, but we are confident that the service and billing process followed our established policies.
  It seems there was a misunderstanding regarding the service agreement that was signed. Our records show that the agreement was completed and authorized through your information, and we take such matters very seriously. However, I understand how frustrating it can be to navigate billing issues and communication challenges, and I regret that you had difficulty with our support.
  Regarding the payment processing and account closure, I understand that the process took longer than expected. We are committed to making things right, and I apologize for any inconvenience caused by the delays. We have reviewed the situation thoroughly, and it appears everything has been resolved now with the payment received.
  If you have further questions or need any assistance, please dont hesitate to contact me directly. I appreciate your feedback and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:11/20/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* ******
  
  an to my house who put in his report that he didn't find rodent activity in my attic, but he did not enter the attic.Desired Resolution:I am requesting that Senate Pest Control Services:Reinspect and seal all entry points as promised.Perform a thorough follow-up sanitization and ensure the issue is resolved completely.Provide a partial refund or compensation for the inconvenience and the ineffectiveness of the initial service.

  Business Response

  Date: 11/25/2024

  Thank you for reaching out and sharing your concerns. At Senate Pest Control Services, we are committed to providing thorough and effective service, and we take your feedback seriously. Id like to address your concerns in detail and offer a resolution.
  

  Review of the Situation:
  1. Service History: According to our records, the attic remediation services, including insulation removal, sanitization, and sealing, were completed on April 15, 2024. Additionally, our last pest control service was performed on May 8, 2024. It appears that your ongoing pest control service was canceled in July 2024, and no further pest control treatments have been conducted at your property since then.
  Its important to note that while our attic remediation helps reduce rodent attraction and seals off many entry points, we cannot guarantee that rodents or other wildlife will not attempt to re-enter, particularly if there is no active pest control in place (such as bait or poison).
  2. Current Concern: You mentioned hearing noises in the attic. While our technician reported no rodent activity during the November 10, 2024 visit, we understand that the inspection did not fully meet your expectations, as the attic was not physically entered.
  

  Proposed Resolution: We want to ensure your concerns are fully addressed. Heres what we propose:
  1. Reinspection: We will schedule a follow-up visit to thoroughly reinspect your attic. This will include a detailed check of all entry points, potential rodent activity, and any other wildlife presence.
  2. Clarification on Activity: Based on your description of the noises, its possible you may be hearing something other than mice, such as squirrels or other wildlife. Our technician will assess the situation during the inspection to identify the cause of the issue.
  3. Action Plan: If rodent or wildlife activity is confirmed, we will provide a detailed report and recommendations to resolve the issue, including any additional sealing or necessary pest control measures.
  

  Next Steps:
  Please contact our office at ************ to schedule a reinspection at your earliest convenience. You can also ask to speak with ****, who will be happy to assist you further and address any additional questions you may have.
  We value your feedback and apologize for any inconvenience youve experienced. Our goal is to work with you to resolve the issue and ensure your satisfaction.
  Sincerely,

• Initial Complaint

  Date:08/14/2024

  Type:Order 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.

  Between scheduling mishaps, technicians coming 2 times in a month vs my contracted once a month, unprompted calls to set appointments (after the fact and when the contract that was put in place specified dates/times) inconsistent service and billing issues, I continued to utilize this company until Dec 2023 - Jan of 2024, to when I went to their offices to request cancellation of services. After refusing service, and the winter months not being as great a concern for pest issues, I asked them to be changed from a monthly schedule to as needed by appointment request. I was told they did not and could not offer this type of service, at which time and based on the issues, I deemed it more appropriate to simply terminate service notifying the person in the office of the intent to stop services. I assumed this would be the end of the engagement, UNTIL, I received a collections notice. When I went in to ask the office manager, he tried to give me numerous run arounds (not the first time) but furthermore stated that there was an "outside" service rendered in March which is why the collections. Not sure how you can render "outside" services when you have been canceled and furthermore when you don't provide a receipt/signature of services to your customers, as if any attempt to do ******************** was tried they would have been rejected. In 3+ years of having this company provide pest services, they have not provided proof of service (a receipt) upon completing service nor do they obtain customer signature receipts acknowledging ******************** rendered. It's all based on assumptions and there are many instances where it has turned into a "he said - she said" as a result. They simply bill based on a contract which if there is a cancellation, wrongful service, skipped service or no service, they still bill you and when going in to their office to cancel services, they still take the liberty to say you are under contract and send you wrongfully to collections.

  Business Response

  Date: 08/29/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience youve experienced and appreciate the opportunity to address the situation.
  Regarding your service agreement, it is correct that per the terms, all cancellations need to be submitted in writing. This policy helps us ensure that all cancellations are documented accurately and processed appropriately.
  We regret the scheduling mishaps and the confusion surrounding the number of visits and appointment calls. Our intention is always to provide timely and consistent service, and we apologize for any deviation from that standard.
  Concerning your cancellation request in Dec 2023 - Jan 2024, we have no record of receiving a written cancellation notice at that time. This is likely why services continued and billing followed as per the contract. The service performed in March was based on the existing contract, which remained active due to the absence of a formal written cancellation.
  We understand your frustration with not receiving proof of service receipts. Our technicians are expected to document their visits, and we are reviewing our process to ensure better communication and transparency in the future.
  Please contact our office directly so we can discuss your account and work toward a resolution. Our goal is to ensure your concerns are fully addressed, and we are committed to resolving any outstanding issues.
  Thank you for your patience and for allowing us the chance to make things right.

• Initial Complaint

  Date:06/08/2024

  Type:Customer Service 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 will not use this scammers any more 3 times they have showed with any appointments schedule One of their guys com today to my house He provided 2 minutes service out side to my house which the manager (**** )say that his guy provided service for 13 minutes including doors and Windows and the All front off my house But the video camera shows that the guy was not even 2 minutes at my house And they want to charge me $125.0 for this service ,and wen I say that I want to cancel All my service Mr **** the manger what to charge me cancellation fee $85.0 I will not recommend to use this scammers !

• Initial Complaint

  Date:05/21/2024

  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 have mosquito and Termite inspection services from this merchant. Last July 2023, I observed their mosquito service was not effective. Even after reapplication, the mosquito remained the same. I cancelled the mosquito service in July of 2023 by calling customer service. I still kept the ********************** inspection. Unfortunately this merchant kept on applying the mosquito treatment and billing me since the beginning of this year 2024. I called them multiple times NOT to provide any further mosquito services. However, they kept on providing services and charging my credit card on file. After 2-3 times reminders to cancel the service by phone I still received bills. I called the customer service and they kept on being argumentative and defensive. When I requested for re-imbursement, they refused stating the service already been provided and cannot re-imburse. I told the merchant they provided services without my authorization and also charged my credit card without my consent and that is not legal. They still kept on arguing and refused.Additionally, they sent me a paper bill when I stopped the credit card!!! This may affect my credit report! On 21 May 2024, I spoke with a customer service representative name *****, who was extremely rude and stated that they would NOT re-imburse my charge. I formally told that this is my last statement to them, I am now officially cancelling all services from them ( mosquito and termite inspection), never renew the service without my authorization and never charge my credit card or send me bill for services that I do not want in my property and have already cancelled multiple times. It seems like this merchant is not making much profit and excreting money from the previous customers who cancelled them. They are in my property without my authorization when I am not at home. They have provided 2 times services after cancelling them last year. They refuse to return my money even after phone notification.

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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 have been trying to terminate services since they made unauthorized charges to my credit card. No one will respond to my written inquiries or my phone messages.

• Initial Complaint

  Date:01/11/2024

  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 have been a paying member/customer for ********************** Pest ********************** for years. I recently discovered some evidence of some type of rodent activity and entrance into my home. I contacted Sentate Pest Control to make them aware of the situation and to see if they could send someone to service my home. While explaining this situation to the ***************** Representative" she informed me that Senate does not handle these situations and that I need to find another company to remove "wild life". I explained to her that there was evidence that it was some type of rodent entry into the home, and that I would like for Senate to come and assess the situation. She again explained that they don't do that unless the animal is in the attic. This is extremely confusing to me because Senate has always come through and serviced my house whenever there was rodent activity in my house. The Representative did not offering any type of solution, just telling me I needed to go some where else and that she would hang up the phone on me if I am going to be loud. Then I told her that I would be contacting the Company managers and that I will be canceling my membership with Senate, then all of a sudden she said "I didn't know you where a member, you didn't tell me that, what is you home address". She didn't ask me any questions before hand, all she did was from the start was reject my request for assistance. I couldn't believe this level of unprofessionalism. Further, Senate was scheduled to do service for me on January 9th., I saw the truck arrive, but the technician disappeared within minutes, before I could open the door and ask him to service the perimeter of the area, there was no bate in the trap that would have prevent this entry and violation of my home. I expect a refund of my most recent membership payment, and the cost to fix the siding of my home where the pest chewed its way in and entered my house. If Senate can not sufficiently resolve this matter I will cancel my membership.

  Business Response

  Date: 02/15/2024

  **************.

  We sincerely apologize for the inconvenience and frustration you experienced with our customer service representative and the service provided by Senate Pest Control.
  We understand your concerns regarding the recent rodent activity in your home and your expectation for Senate Pest Control to address it promptly and effectively. We deeply regret any miscommunication or misunderstanding that *** have occurred during your interaction with our representative.
  We take pride in providing exceptional service to all our valued customers, and it's disappointing to hear that we fell short of meeting your expectations on this occasion. Please rest assured that we are taking immediate steps to investigate and address the issues you've raised, including the unprofessional behavior of our representative and the technician's incomplete service.
  Regarding the rodent activity in your home, we apologize for any confusion regarding our service coverage. While we primarily focus on pest control within the structure of homes, we understand that rodent infestations can pose a significant concern regardless of their location. We will review our policies and procedures to ensure that we can better assist our customers in similar situations in the future. It looks as if there is a larger animal that is invading the structure which we do not offer solutions for that if it is the case.
  We value your membership and the trust you've placed in Senate Pest Control, and we are committed to resolving this matter to your satisfaction. We do have a service technician scheduled to come out to your home on Thursday 2/15/24 to address this situation.
  Once again, we apologize for any inconvenience this situation has caused and appreciate your patience and understanding as we work to address your concerns.