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:03/21/2024

  Type:Product 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 contacted this company to resolve a bed bug issue, i paid for the service, the exterminator came, and serviced my home but the problem was not resolved. After the initial servicing, I still saw bed bugs crawling on my couch. Soon after that, my daughter visited and was bitten several times and requred medical care, I contacted the company and they returned to spray again. The exterminator also found bed bugs while servicing the area. After, the second visit, i found yet another bed bug in the serviced area. I've contacted the company, they were rude, stated they wouldnt returned, and insinuated that my daughter brought bed bugs into the home even though she was bitten while visiting me. The company representative was rude, extremely confrontational, just continuously talked over me and refused to resolve the issue. I wanted to bring this dispute to the BBB before talking additional steps to resolve this matter. I did not receive the service I paid for. I'd like to ave the job completed properly or have my money returned.

  Business Response

  Date: 03/25/2024

  Dear **************,
  
  I sincerely apologize for the continued inconvenience you've experienced despite our efforts to address the bed bug issue in your home. Your satisfaction is of utmost importance to us, and I regret that we have fallen short of meeting your expectations.
  
  Upon receiving your complaint, we took immediate action by visiting your home to resolve the issue and thank you for welcoming me into your home to reassess your home and treat as necessary. However, it's evident that our initial efforts did not fully eradicate the problem, and for that, I apologize. I understand the distress this situation has caused, especially with your daughter being bitten and requiring medical attention.
  
  I assure you that we take every customer concern seriously, and I am personally committed to ensuring that this matter is resolved to your satisfaction. We will revisit your home promptly to address any remaining bed bug infestations and take necessary steps to prevent future occurrences.
  
  Regarding the conduct of our representative during your previous interactions, I am deeply disappointed to hear about the lack of professionalism and empathy displayed. Rest assured, I will investigate this matter internally and take appropriate corrective actions to prevent such incidents from happening in the future.
  
  In terms of your request for a refund, please know that we are willing to discuss this matter further and find a resolution that is fair and satisfactory to you.
  
  Once again, I apologize for the inconvenience and frustration you've experienced. Your feedback is invaluable to us, and we are committed to restoring your confidence in our services.
  
  Please feel free to contact me directly to discuss this matter further or to schedule a follow-up appointment.
  
  Sincerely,
  *****************************
  Management 
  Universal Pest Control