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:09/05/2024

  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.

  Last year, this company used all natural chemicals because of our dogs. This year, they used synthetic chemicals and got our dogs sick, twice. The vet bill was $718.56!!!I called Crystal, and she confirmed the toxic usage.We are seeking a refund for service and payment of our vet bill. Our dogs were sick for over a week, twice.

• Initial Complaint

  Date:06/22/2023

  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.

  Contacted company for mosquito treatment. Option is synthetic or natural. Natural a repellent,synthetic kills mosquitos. I chose synthetic, scheduled for 4/18 made advance payment of $84.99 on 4/5. **** came. and advised to do natural as he seen people have issues with pets years later despite being told neither synthetic or natural is harmful for pets if you keep indoors for at least 30 mins,. Following his suggestion I went with the natural, he only did the outside of our gate perimeter nothing inside the gate where I have the mosquito problem. I felt a little uneasy with this as I was wondering what about the mosquitoes still in my yard. He told me the barrier will keep them out of my yard. I saw no difference & called after waiting at least 5 days as the satisfaction guarantee state you to wait at least ***** hours & within 14 days for respray. I called, about service & concerns about service still & mosquitoes inside gate at which time I was given the re-spray. When the re-spray was done 4/24 the technician used synthetic. On next service 5/15 paid $84.99 again,synthetic was applied. I called after the allotted time frame, for respray, still seeing mosquitoes and dogs sneezing asked could this be a factor from synthetic. I was declined a re-spray. ******* told me per their policy I needed to give the product a couple of treatments to work, had to stay with synthetic next visit , told me if problem consist I afterwards i could switch after next visit to natural just call. After 3rd service June 5, I called for respray of natural cause dogs still sneezing & still seeing mosquitoes. Was told by ******* again not a problem will be in touch. ******* call back stating I had outstanding invoice, went on to say could no longer service me as a customer. I was startled , never gave option to pay invoice or for respray as stated by the satisfaction guarantee, I Should not have to pay outstanding invoice,theyshould refund me all money paid not honoring their warranty

  Business Response

  Date: 07/03/2023

  We appreciate you sharing your experience regarding our mosquito treatment service, and we apologize for any confusion or dissatisfaction you may have experienced. Our goal is to provide effective mosquito control while ensuring the safety of our customers and their pets. Our technicians are trained to offer both synthetic and natural options, and their recommendations are based on their assessment of your specific situation. Regardless of which treatment option you've chosen, our program requires 2-3 services of the same treatment before it takes full effect and achieves the desired results. If, after completing these baseline sprays, you still experience a heavy mosquito load, we are more than happy to offer a complimentary respray as part of our satisfaction guarantee. Based on our records, we were unable to accommodate all of your requests due to their deviation from our standard procedures: multiple program changes, respray requests within 24 hours of initial treatment, scheduling services around the availability of specific technicians, and an outstanding balance. We truly value our customers and their satisfaction, but despite our efforts to be accommodating within the parameters of our policy, we could not meet your expectations. We are sorry for any disappointment and frustration we might have caused, and we wish you the best.
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20216558
  
  I am rejecting this response because:
  

  To Whom It May Concern,
  
  Thank you for taking the time to respond to my complaint regarding Mosquito ***.Please accept this response as my written rebuttal explaining why I do not agree with the response provided.
  
  I understand your technicians are trained to offer both synthetic and natural ********** first discrepancy comes with the comment our program requires 2-3 services of the same treatment before it takes full effect and achieves the desired results. Nowhere on the hang tag (which I included as an attachment) that the technician leaves, nor my confirmation email (which also is attached) does it state you have to have the same service to achieve the full effect and desired results. In addition, it is not written as policy anywhere that you have to stay with the same treatment either synthetic or natural once started or for any length of time.
  
  Not sure what you mean when mentioned multiple program changes because there are only 2 programs and again if you look back to my initial service scheduled for 4/18/23, I was due to get the synthetic service, which I did not based on your technician recommendation, therefore that is not a change due to me. It was the technician who did not use the product I was expecting.  On the 4/18/23 visit (which was my first visit), I walked the property to do an assessment with the technician and showed my main areas of concern, which were not sprayed at all.  Told him my goal was to kill the mosquitos so that my family and I could enjoy the outside. As previously mentioned at this visit the areas of concerned were not sprayed at all, and neither was the synthetic product used based on the technicians recommendation, but again is the product I scheduled.  Yes, being a new customer trying to become acclimated with your services, I did call the next day to inquire about my experience, which was not within the norm waiting period,but it is stated on the hangtag that you left dont hesitate to call us with any questions you may have.were happy to help in any way we can. So, I exercised my right as I believe any customer would have done if not satisfied, number one because I was not in agreement with the technician only spraying the outside perimeter of my gate, as this is not what I was expecting.  Only spraying the perimeter outside my gate and not spraying the area directly impacted would not kill any mosquitos in my yard and I dont have to be a trained technician to know that.  As matter of fact, it would allow those mosquitos to keep living and I was expecting synthetic which kills, verses natural which repels.  Again, this is the only time that I called for respray within the 24-hour period.  How is it acceptable for your trained technicians to come and change my service and when I call to inquire there is an issue?  Not sure of your standard procedures, but my initial concern was for clarity and to get the services I was expecting and paying for.  I feel as a paying customer no harm should have been taken by me addressing this right away, as opposed to procrastinating.  I was told from the technicians as long as the product is on the truck, which it would be based on services made at appointment time with scheduler that switching service is no issue. The main concern is to be sure they would not run out of one particular product. It appears that there is some miss communication with the schedulers and technicians as this is not the first hiccup.
  
  Yes,I did ask ***** when I called to schedule services for a specific technician,but for whatever reason she was not cooperative and was totally against honoring my request.  I was told from that particular technician that I could do that so that we could be consistent moving forward and to attempt with doing redo since I was satisfied with his services during the respray.  What harm is done by that?  This is another miscommunication,not to mention ***** was very confrontational from this point on.  I felt disparity from this point on.  There was rebuttal and I felt she is very rude and does not display customer service that you would want as a representative for your company.  Whenever, I called she never was trying to help, nor accommodate and was always challenging.  Also, it is not specified anywhere on your website, policy, or hangtag that you can or cannot request a particular technician.
  
  Regarding an outstanding balance, nothing was overdo nor late as the outstanding balance was from the last service on June 5th, which I had not yet received invoice at time of call.  When I called a few days after the 5th of June regarding respray ******* never informed me of an outstanding balance, and she actually honored my request to switch and respray as she had recommended this choice to me during a prior conversation, I had with her regarding services.  However,she did mention the only stipulation before switching services was to wait the 2-3 weeks for same service, though it is not indicated anywhere in policy about switching services.  The outstanding balance was mentioned because ******* called me back to inform me that after checking Mosquito *** said they could no longer service my property per management and my outstanding balance.  I asked myself, how is a balance outstanding when account is not past due?  Never was I asked as the customer my plan to pay the current, not outstanding balance before a respray.  Yet again, it is not stated anywhere on Mosquito Joes website, nor literature that a respray cannot be done until your current balance is paid.  All the negativities felt like excuses to me that did not make sense and reassured me that my thought of partial treatment was a reality.  Seem like these explanations were only applicable to me as I know of other customers who say they switched services and never an issue. I was also confused with the reasoning as the cost of each service is the same price. 
  
  I do not feel that you valued me as a customer and you are not upholding what you do have in writing that states you provide satisfaction guarantee on all your services, nor were you attempting to be accommodating within the parameters of your policy.  No, you did not meet my expectations and I am fine with that.  For these reasons I feel I should be reimbursed ALL monies paid and have no obligation for any outstanding balance as YOU dismissed me as a customer without attempting to resolve any issues as it is written on your literature, my confirmation email and your website that you come out for resprays.  This is false advertisement as you are not standing by your statements and come up with modifications that are not written. As previously stated,there is a communication gap between customer service and technicians.  Nowhere, nor at any time during my calls was I irate, disrespectful to your representatives. I was inquiring as a paying customer, trying to enjoy the comfort of the outdoors with the services your company was to offer and not once did you attempt to offer a remedy to this situation. 

  *** *******
  

  Business Response

  Date: 07/06/2023

  ***,
  
  As a company, we do our best to communicate all of our policies clearly to all of our customers and set proper expectations that we can achieve. We apologize if at any point in time you felt that our policies were not clearly explained to you.
  
  The new customer policy stated on the phone on April 14th, the new customer welcome email we sent on the same day, the new customer welcome letter mailed on April 19th, and the doorhangers that we leave after each service all state that you can expect to see a reduction in mosquito activity starting ***** hours after the first treatment, and an 85% reduction after 2-3 services. Although many of our customers experience even better results than that, no product can ever achieve a 100% elimination of mosquitoes. It also states in the welcome letter and email that "our blowers have a range of about ************************************************** the time it takes to walk the perimeter," and that "our technicians will target shrubs, plants, and trees." It is a common misconception that the entire yard and grass has to be treated, when in fact mosquitoes like to hang out in shrubs, plants, and trees... not grass. Gnats and midges do tend to live in the grass, however, and when those issues are present in a yard, we can treat those areas for a separate charge. We do not do this proactively because we want our services to be as cost-effective as possible for our customers and we want to minimize our impact on the environment as much as we can. 
  
  We further apologize if you received misinformation from our technician stating that you could request a specific technician to service your yard. With thousands of stops per week, and varying technician schedules, it is virtually impossible to route specific technicians for individual customers.
  
  Lastly, it is our policy not to provide complimentary re-sprays when an account has a balance. You paid for your first service (completed April 18th), then requested a complimentary re-spray (which we honored on April 24th, after just one service had been performed), you paid for the next service (completed on May 15th, which was a week late, because you asked to postpone), and by the time you requested a second re-spray, you still had a balance on your account for the service performed on June 5th, which has still not been paid. As a courtesy, we will void that invoice since you were unhappy with our services. We're very sorry that we were unable to satisfy your expectations and we hope you're able to find a solution to better meet your needs. 

  Customer Answer

  Date: 07/07/2023

   
  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 t***** your findings below are not accurate.

  Not sure who this email is actually coming from at Mosquito ***, as no name is ever indicated which I find very  awkward and impersonal when youre trying to apologize.  As a company, you should do your best to communicate all of your policies clearly to ALL customers and set proper expectations that are achievable.  The reasons I feel your policies were not clearly explained to me are below:
  
  The new customer policy stated on the phone on April 14th, the new customer welcome email that I have has a date of 4/17, not same day as the 14th of April.  Not sure of a new welcome customer letter mailed on April 19th as that was NEVER received and the doorhangers that were left after each service do all state that you can expect to see a reduction in mosquito activity starting ***** hours after the first treatment, and an 85% reduction after 2-3 services.  However, what you neglected to state is what the policy goes on to say which is  If youre not seeing those results, or if an extreme number of mosquitoes return between treatments, (just call us within 14 days of your Synthetic barrier Treatment or withing 7 days of your Natural Barrier Treatment and we will gladly assess your property and apply a complimentary booster treatment, if needed).  Not once was my expectation to achieve a 100% elimination of mosquitoes as that would be impossible. No wear on any of my information (hangtag, website, welcome email) is anything referenced about your blowers, better yet the range they can reach to treat a yard effectively in the time it takes to walk the perimeter," and that "your technicians will target shrubs, plants, and trees."  I have educated myself to know the hangouts for mosquitoes and though the entire yard may not to be treated, I would still expect the area I specify SHOULD be treated.   
  
  Though you apologize for miscommunication from your technician it was still referenced on this complaint as a negative towards me.  Understand you may have thousands of stops per week, but what following instruction as given to me.  That does not warrant the negative rude attitude from *****.  
  
  Lastly, regarding outstanding balance.  I paid for first service (completed April 18th on April 15th, which is before service was performed.).  Then I called the next day as this was the initial service that I was not satisfied with to inquire and express my concerns.  A complimentary re-spray was honored on April 24th, which is what should have been done seeing the concerns.  I then paid for the next service completed on May 15th,   which was paid when I received invoice.  Wouldnt consider a week later late unless it is indicated that invoice late if not received on a particular date.  Yes, I did request a postponement once and by the time I requested respray from June 5th there was a balance from the June 5th service, and as previously stated I hadnt received invoice at the time of making that request.  Regardless, no remedy was offered to pay bill before respraying. 
  
  I will accept voiding the June 5th invoice, but would like a receipt indicating no balance is owed.  In addition, you need to consider updating your literature/website/email that you give to reflect accurate and consider customer training communicating so all are on the same page and information is relayed correct.

  
  Sincerely,
  
  *** *******