Complaints

This profile includes complaints for Critter Control of Grand Rapids's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Critter Control of Grand Rapids has 4 locations, listed below.

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  Critter Control of Grand Rapids

  2215 Bristol Ave NW Walker, MI 49544-1405

  
• 

  Critter Control of Grand Rapids

  519 W Fourteenth St Traverse City, MI 49684-4042

  
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  Critter Control of Grand Rapids

  297 Knollwood Dr Traverse City, MI 49686-1856

  
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  Critter Control of Grand Rapids

  1245 W State Rd Lansing, MI 48906-1131

  

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:12/05/2023

  Type:Sales and Advertising 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.

  Including PDF with detailed timeline of events leading to this complaint. Summary: Needed bats removed from my attic. They came and serviced the house promptly however did not explain the potential backflow of bats getting into my living area. I had to find last minute lodging for a week following the work as there were multiple bats getting inside every day. I wish I had been warned so I could have gotten my pets out of the home and found better lodging following the work. Lost a week of work last minute as well because the house was unsafe. Upon returning to my home I had to dispose of several dead bat carcasses throughout my home...Had no follow up on the service until I ran into one of the service provider at a mutual clients home... They then followed up on the service a few weeks later and came onto my property unannounced while I was gone. This happened twice showing up and working on my roof without permission - a concern as I have animals in and around the property. I had asked for a follow up check inside and in the attic and never had a confirmed visit to do so. With billing, I had requested to pay cash upon service and no one was able to take my cash payment. I did not receive a receipt, service summary, or bill for over a month following service - had to call to receive these. When I did finally receive a bill I called the phone number attached and was redirected to multiple different companies, some who had no idea how I got their number and another claiming I was out of their service range and there was no way I could have had service through this company. I said that this phone number is on my bill, please confirm who I am sending my payment to.Finally spoke to one of the managers about this confusion and he was unable to resolve anything and seemed confused on the whole situation and offered no resolution. He did send the work order and initial estimate so I do have paperwork for the job now.

  

  Business Response

  Date: 12/05/2023

  Thank you for the heads up.  We are doing our diligence and have reached out to the customer.  I will follow up tomorrow with resolution.

  *************************

  Customer Answer

  Date: 12/15/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/15/2023

  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.

  Critter control did work on my house in spring of 2022 when I had a mouse infestation; among other things, they charged me $399 to "seal all visible designated gaps on home to help prevent mouse entry". On Sept 24, 2023, I started to smell decomposing animal in my house; I called Critter Control for help. They sent a rep who helped me narrow down where the smell came from (under the back addition). He also looked around the perimeter of my house to see if he could see an entry point; one part of my house is in my next-door-neighbor's back yard. I got permission from my neighbor to get access to that; when we went to look at that section of the house, it became apparent that there is one concrete block in my addition's foundation on its side, oriented so that there are multiple large holes, uncovered (presumably for ventilation) that allow easy access for animals into the space under the back portion of my house. The rep told me that they would be able to seal this off for $499. I was upset, since I hired them last year to do precisely that. He said he would talk to his bosses to see if they could offer a reduced price, and that he'd call me the next day with an estimate. He did not call the next day, and I called the following day, but he wasn't available. I've heard nothing from Critter Control since then. I'm upset because I paid good money to avoid precisely this kind of situation; it's frustrating that in an effort to protect my home, I just threw my money away. I'd like either that $399 returned so that I can pay someone else to do the job, or for Critter Control to come and address the issue. While the work they did was over a year ago, I wasn't aware that they had neglected to seal the house until now.

  

  Business Response

  Date: 10/17/2023

  We have contacted customer and have our service manager scheduled to inspect next week.  This customers problem is on her neighbor's property that is fenced in and we did not have access or quote her on the initial visit.    Once it was arranged with the neighbors to inspect on their property, we gave her another estimate.  We will do our best to resolve this amicably, but we have done nothing wrong here.  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20736376
  
  I am rejecting this response because:

  Although I appreciate that Critter Control reached out to me after being contacted by BBB and told me that they would schedule a visit from their operations manager and apologized for not returning my call for 10 days (I'll note that the technician told me he would reach out with an estimate within a day of his visit on Oct 2, which he did not), I still can't accept that they "did nothing wrong", and I have not actually been offered resolution on this, which would be either a) repair or b) a refund of the sealing portion of my bill ($399).  When Critter Control initially did the work of "sealing" the house in 2022, they did not tell me that they wouldn't seal the portion in my neighbor's back yard; as we saw on Oct 2, my neighbor was extremely accommodating and allowed us access to the back yard immediately -- it was not difficult to access. I wish they had been clear in 2022 that the "seal" would only be for part of the house.  They were not explicit about this.  I assumed they inspected the whole house then. I want to point out that sealing only part of a structure is impossible.  If you leave holes in the structure, it not sealed.  Furthermore, they have been uncommunicative (until prompted by the BBB complaint). 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  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.

  We contacted Critter Control of GR early this month (June) to come out and assess our house for nesting birds. ****, came out for the initial assessment, and found nesting material in 3 out of our 4 bathroom fan vents. He was very professional and thorough, even taking pictures. We set up an appt to have the vents cleared, sanitized and covers put on to prevent this from happening again. On Tuesday, June 6, (2) technicians came out to perform this service. We ended up being suspicious as it seemed to be extremely quick and a neighbor informed us that all he saw was that they only put covers on. 2 of our bathroom fans were still not working correctly also, so that was another clue. So, we contacted Critter Control, and even though it took a few phone calls, a Supervisor agreed to come out. This was today (June 15). My husband, ****, stood out and watched because we were no longer trusting of this company. The supervisor pulled out a ton of nesting material, and unfortunately, a dead mama bird and her eggs. Those technicians had trapped her in our vent with the covers they placed on our vents. It's disgusting and appalling. They never removed any material or anything. I chose this company because they claim to be humane. It's heartbreaking and sickening to think of the terrible death of this poor bird. She starved to death while being trapped. While I appreciate the fact the supervisor came out, I feel that the job still was not completed. He didn't do anything to sanitize the vent. Bird droppings are a health hazard and we are very concerned. I chose to file a complaint instead of trying to reach out to Critter Control again because I just can't trust them. I am also worried about these 2 technicians that have performed this service on other houses. I hope that somehow, they can all be contacted. This is a health hazard!!!! We could become sick from this! I'm an RN and I know the risks. I'm worried about the health of my daughters who have been using that bathroom. I'd like the $600 refunded that we paid Critter Control so we use that to get the job done correctly. It's so sad that you just can't trust anyone.

  

  Business Response

  Date: 07/05/2023

  ***********************, we can't apologize enough for your experience.  Critter Control has lead the industry for over forty years in conservation and supporting local animal organizations and charities.  It is our mission to protect people, property and wildlife.  Due to lack of building codes, we literally remove and relocate hundreds of vent birds every single spring.  We constantly work with the unpredictability of animals, birds, rodents, bugs AND human resources.  Communication and execution become critical and on your job we did not meet our quality standards and for that we humbly apologize once again.

   

  Trust is something we earn every day and is the worst part of this correspondence.  If you would allow us the opportunity to make this right, we will be happy to do an inside out fogging of your attic and vents at no charge.  That would be in addition to processing your refund for the original cleaning & disinfecting.  You said you want it done correctly; all we are asking is to allow our remediation team to earn your trust back by doing the sanitization?  

   

  We do appreciate you bringing this to our attention to help make us better.  Our customers tell us almost every day that we are the best company out there when it comes to wildlife and pests with their five-star reviews.  With this as a reminder we will continue to strive to be better for all of our customers in northwest Michigan!

  Customer Answer

  Date: 07/11/2023

   
  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 us.  Critter Control has already come out to our house and they have replaced our vents at no charge and have refunded our money.  We are satisfied with the resolution and consider this case closed. 
  
  Sincerely,
  
  *****************************