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:01/13/2025

  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.

  They misdiagnosed rodent droppings in my house as mouse droppings and they were much bigger than mouse droppings. They set a bunch of traps around my house. I had already called Terminix and said they were not mouse droppings. They found a hole in my roof. It wasn&#**;t a mouse at all. They refused to acknowledge this misdiagnosis and refuse to refund me the money. It was the wrong diagnosis and the wrong treatment. I would like a full refund.

  Business Response

  Date: 01/16/2025

  This customer called in late on Friday when our techs were already off work. We found a tech to go do her service. First she told our admin that she had problems with mice before and sent pics of the droppings she found in the house. Our tech went and found mouse droppings in many areas of home, and other evidence of mice through the home. He placed rodent stations with bait to fix the problem. When the customer contacted us she stated that her furnace guy found a hole in her duct work, and terminex told her the droppings were not mice. We believe we did a thorough and complete service. She seems to be changing her story, as she also made a review and our ****** page that doesn't seem to match the statement she made here to the BBB. Again, we believe we did a correct diagnoses of the customers problem and treated correctly.

  Customer Answer

  Date: 01/17/2025

  Complaint: 22804124
  
  I have reviewed the business' response and am rejecting it because:
  ******* did not do a thorough inspection of my house. The technician did not check the crawl space (where a hole had been chewed in the ductwork) He did not check the attic. 
  The droppings I found in my house ARE NOT mouse f**** The droppings are much larger. 
  So, a rodent had been in my house and ******* did not do anything to solve my problem. 
  They left me w an entry hole in the ductwork, free access to whatever animal was coming in and they misdiagnosed the entire problem. 
  Chiltons attempt to make me the bad guy is ridiculous. 
  The day after ******* came, a Terminex tech arrived. He immediately diagnosed the droppings as being from a ground squirrel or squirrel. 
  The Terminex tech went into the attic and crawl space. The ******* tech did not go either place. The Terminex tech found the hole in the ductwork in the crawl space. 
  My furnace guy came immediately and sealed up the ductwork hole. 
  Bingo- no more rodent invasion. 
  So, I paid ******* $249 for nothing. They misdiagnosed the problem. I want my money back. 
  Sincerely
  
  ****** *******

  Business Response

  Date: 01/17/2025

  I still stand firm on our service. Our technician found evidence of mice and serviced accordingly. There were chew marks on entry doors, and garage doors, as well as droppings under sink. If a squirrel had gotten into the home it would have demolished everything because they ****** around and jump and would scatter object all over. I have attached an invoice with notes from our technician. 

  Customer Answer

  Date: 01/17/2025

  Complaint: 22804124
  
  I have reviewed the business' response and am rejecting it because:
  
  The reason I called for help was to deal with whatever rodent was in my house. I know immediately it wasnt mouse droppings. These larger f**** were in my dogs beds, maybe 20 in a row on the floor. One on the kitchen counter. 
  NOT MOUSE DROPPING. 
  I cant upload the pic. 

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

  Customer Answer

  Date: 02/13/2025

  I would like to request my complaint be reopened because I reject the business' response, and will be providing new information via your ******************************************************** email, I have pictures to show that there is a rat in my home.

  Business Response

  Date: 02/13/2025

  We told the customer she had rodents and serviced for rodents. We placed exterior and interior stations, but only serviced one time because she didn't want us to come back saying we misdiagnosed the problem and wanted her money back. If we had been allowed to go back and check the stations we placed and rebait them, the problem would be fixed. 

  Business Response

  Date: 02/13/2025

  We told the customer she had rodents and serviced for rodents. We placed exterior and interior stations, but only serviced one time because she didn't want us to come back saying we misdiagnosed the problem and wanted her money back. If we had been allowed to go back and check the stations we placed and rebait them, the problem would be fixed. 

  Customer Answer

  Date: 02/14/2025

  Complaint: 22804124
  
  I have reviewed the business' response and am rejecting it because:
  As I said, the ******* tech diagnosed MICE. He was positive that the droppings were from a mouse. 
  So, he set MOUSE TRAPS. 

  ******* never offered to come back  

  I see they ignore the fact that a RAT was the problem. Their response ignores the video evidence I submitted

  i want a full refund  

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

  Business Response

  Date: 02/19/2025

   We are very sorry that the customer is not understanding or happy with our service. We offered her a live trap and she refused that option. So we placed interior and exterior rodent stations which is also what would be placed for rats. The exterior stations are also for rats. 

  Customer Answer

  Date: 02/19/2025

  Complaint: 22804124
  
  I have reviewed the business' response and am rejecting it because:
  
  When I called ******* in December, there was a rat in my house. A rat in my kitchen, family room, bedrooms. I found droppings everywhere. 
  ******* diagnosed mice. Mice. Not rodent.

  To this date, the traps have caught nothing and I still see evidence of the rat.

  i called them, they performed a service unsuccessfully. Im out $249, but still have a rat..

  I would like my money refunded.

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

  Customer Answer

  Date: 02/20/2025

  I wholeheartedly disagree w your finding that ******* acted in good faith.

  Incompetence doesnt equal good faith. They admit they didnt finish the job, but still get to keep the full $249.

  BBB is pro business, obviously, but not pro customer. Who pays the bills I guess. 
  

  Not satisfied, not happy. 
  ****** Shepard