Complaints

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

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  Rove Pest Control

  PO Box 251335 Woodbury, MN 55125-6335

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  Rove Pest Control

  1043 Grand Ave # 344 Saint Paul, MN 55105-3002

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:04/17/2024

  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 used Rove Pear control as my pest control company for approximately 8 years. The service was once very thorough and professional. Over time, the service declined significantly. My account was set as auto pay and the services were set quarterly. The services within the last year have been a discovery that the technician would come to my home and not actually treat for insects or mice. I live in a gated neighborhood with camera recordings that show the technician coming and leaving without services made, yet my account would be charged. I also found decomposed mice in traps after services were documented as complete and my account was charged. I phoned the customer service number and Rove would send a technician to repeat services. After having to call this week for the third time, I requested to close my account and **** refused to close the account and instead insisted the only solution was once again to send a technician to repeat services. They also told me there is no one above the customer service phone line to speak to about the problems experienced or the issue with taking money for services not rendered. They further told me that the technician who has been assigned to my house no less than the past three quarterly services had not idea I had bait and live traps for mice surrounding the perimeter of my home even though that is the primary reason I have this pest service and the traps were placed by Rove Peat control. It is not my responsibility to train a technician and not appropriate for a company to repeatedly take money for services that are incomplete and inadequate. I have demanded my account be closed and **** in customer serve has told me that there is no one to report this technician to and no refunds ever made. I want my account closed. I want my payment of $128 refunded.

  Business Response

  Date: 04/29/2024

  The bait stations were not filled because of a standing note on the account not to fill them because the customer was concerned about the dog getting sick from them. If the customer would like to amend this request, we could make the corresponding adjustments and refill the bait stations. During the April 9 service, the technician performed the following: Swept for spider webs on the exterior of the structure and treated those particular areas with a long residual product in order to help combat rebuilding of webs. Treated for wasp activity around the exterior of the structure, utilizing one or more possible methods of treatment ranging from simply knocking down a nest to using an insecticidal product. Inspected structure for rodent activity and any possible entry and exit points. Plugged small holes with a professional grade exclusion material where applicable. This will block potential entry points, which is a key factor in rodent control. Please contact our office to schedule an interior treatment if there is any current pest activity indoors. Mixed new product into my backpack sprayer on my tailgate in front of your residence. All product was contained in my vehicle. Please wait ***** minutes or until the product has dried to resume activity in the treated area. Applied a foundation spray of Suspend Polyzone to the exterior in an effort to diminish any traces of bug activity by repelling them from the area. Should any make it past the intial spray they will likely be in excruciating torture as the chemical will coat their very cuticles and attack them from the inside. The ac unit pipe seal may need to be replaced soon to deter future rodent access. Thanks for choosing Rove, **** ***

  If the customer would like to set up a free follow up to take care of the other parts of the service or redo anything done, we would be happy to send a technician out free of charge. 

   

  Customer Answer

  Date: 04/29/2024

   I am rejecting this response because:
  
  The lengthy response from Rove Pest Control has falsely described the work effort made by the technician that day.  He came to my home without calling ahead of time which has always been requested due to my home being in a gated neighborhood requiring notification. He came to the door and I responded. I I informed him that the service needed to solely be focused on the exterior of the home. The technician walked around the perimeter of my home as I viewed him from a window. I do not deny that he walked one side of my property. He did not even bother to walk the entire perimeter and he did not do any treatment for mice.  It has been clearly understood on our account that we only have baited traps in a porch room accessed from the exterior. This technician never went in that porch room even though I discussed it with him when we spoke at the front door upon his arrival. Those are the only baited traps and they were untouched. The live traps that surround our home include 6 live traps that were also untouched. Upon inspection of these traps, my husband and I found several decomposed mouse carcasses that were never removed. I have never argued that **** was suppose to put poison bait in these live traps. My focus has always been that these live traps were never checked, opened, cleaned and placed properly in the designated locations around our home. My disappointment with Rove is that we paid for a service that was never preformed and greatly incomplete. The technician did a poor job and left the property in 10 minutes time while documenting a false report of his efforts and Rove as a company has unfortunately been repeating this same lacking professionalism for the past year of our 9 year customer relationship. Please view the previously sent photos provided showing the traps which show that after we paid $128, we had to clean out all the live traps ourselves and hire a new pest control company to complete the job. 

  Business Response

  Date: 05/08/2024

  The purpose of the explanation was not to start a back and forth argument about what was and was not done on the service date in question. The purpose was to establish understanding that some service was performed as indicated by the technicians notes. On a secondary level, it is important to understand that there is currently some confusion concerning the notes that serve as instructions for the technician. From a conversation in December 2017, notes were added to not include bait in the rodent control due to concerns about the pets health and safety. 

  If there are issues or concerns with a service is performed, the service agreement already has the solution in place. This covers unexpected changes in needs or pest populations as well as if an individual technician fails to provide adequate service. The agreement provides that between regularly scheduled services, if additional service is needed, it will be performed at no extra charge. We continue to be willing to provide the free follow up service to complete any or all parts of the service paid for. When scheduling this service, please update with the customer support agent 1) what service instructions you would like for the free follow up service and 2) what services you would like performed as the standard recurring service.