Complaints

This profile includes complaints for Catseye USA LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Catseye USA LLC

  13 Cornell Rd Latham, NY 12110-1423

  
• 

  Catseye USA LLC

  12759 Bonita Beach Rd SE Bonita Springs, FL 34135-6214

• 

  Catseye USA LLC

  9410 Prototype Dr STE 18 Reno, NV 89521-5913

• 

  Catseye USA LLC

  7A Century Hill Dr Latham, NY 12110-2113

  
• 

  Catseye USA, LLC

  470 Atlantic Ave Ste 400 Boston, MA 02210-2208

  

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:02/18/2025

  Type:Order 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.

  Date of transaction: 2/01/2024
  Amt. paid: $7,143.80
  Agreed/contracted services: "This agreement is for a Lower Level CatGuard Exclusion System, and 3 visit Rodent Plus Trapping Program. This agreement includes a limited lifetime warranty free for one year. CatGuard warranty renewal is $350 annually, no cost while on the Platinum program."
  Disputes: After over a year and multiple escalations to the Operations Manager (Sara D*******) we are continuing to experience disreputable, unscrupulous, unethical customer treatment surrounding failure to complete contracted work, and falsified service report documentation. This has rendered paid-for services worthless.:
  1. The exclusion system install is still incomplete - “When the crew has completed the installation, the crew leader signs off that the job is complete and the Cat-Guard Warranty for one year is active.”
  2. Signs of active mice incursion including dead mice and droppings have never been fully resolved or properly cleaned per Rodent Plus Program terms - "includes baiting and trapping the rodents, vacuuming and sanitizing accessible hard surfaces where there are droppings and urine, and performing minor seal-ups to keep rodents out. Once a rodent control professional has completed the process, they will remove all the equipment and vacuum up the droppings on hard and accessible surfaces."
  3. Company has stopped responding to requests to complete contracted work. Issues were re-escalated on 2/07/2025 @2:11pm ET via email to Operations Manager, CatGaurd Manager (Brian L*******), and Customer Service Manager (Matt A********)
  4. As of 2/01/2025, I am being billed $372.23 additional for "Cat-Guard Warranty Auto-Renewal" when I have in contract and secondary confirmation in writing that "the warranty [already paid-for 1-yr Cat-Guard Warranty service] will start once all of the installation is completed and that the trapping is completed and we agree on both of these topics, the warranty will start from that point".

  

  Business Response

  Date: 03/05/2025

   Dear Sir or Madam;  In response to the complaint filed by **** ***** on February
  19, 2025, file # ********; we sincerely apologize for any inconvenience Mr.
  ***** has experienced. We have reviewed this complaint as well as the account
  history since the start of the agreement in February 2024. The original contract was signed for an exclusion service on
  the lower section of the house as well as a trapping program that consisted of
  3 visits for trapping, spaced out approximately one week apart for the target
  pest of mice. Upon completion of the exclusion, the customer would be on a one
  year warranty  at no charge and then
  offered a warranty extension, for $350.00 per year. Mr. ***** had called and spoke with Brian L, Exclusion Manager,
  on September 25 2024 due to work that was not completed to his satisfaction
  during the original installation and trapping services. Brian and **** agreed that
  we would send a lead technician to go over exclusion work and also set
  additional traps and clean any activity areas. It was agreed at this time that
  the warranty date would be reset as of the date the reseal to allow Mr. *****
  to have the warranty for a full year following an agreed upon finished service. Our technician was scheduled for 10/1/2024. He completed
  all reseal work of the exclusion as he was directed and also set out more traps
  to watch for activity. Mr. ****** stated at this time that he would let us know
  of any activity noticed. Mr. ***** did receive a bill in error for February 2025 for
  the warranty, he was not supposed to be billed until November of 2025. He
  reached out to the company via email and the warranty fees were credited and
  his warranty reset to 11/1/2025. Brian L, the exclusion manager did reach out
  to Mr. ***** via phone call as well when this complaint was received by him ,
  this follow up call was 2/25/2025. Brian also attempted to call and text Mr.
  ***** again today as well. Brian would like to speak Mr. ***** to go over his offer
  to resolve. We do have a plan that we feel will satisfy the customers’
  expectation as well as solve the issue for activity and the billing of the
  warranty. We will wait to hear back from Mr. ***** and hopefully be able to resolve
  quickly for this customer. It is always our goal to resolve all matters quickly and
  to ensure customer satisfaction with our customers. Regards, Sara D******* Operations Manager Catseye Pest Control 

  Customer Answer

  Date: 03/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  [1] - Statements made by Catseye in their reply are completely false and proven as such in email chain attached to initial BBB complaint filing: “I initiated follow-up escalation on 9/24 @ 3:29pm ET via email and follow-up text @3:37pm ET [to Sara D*******]. I was willing to give your company the benefit of the doubt, hoping that you would take charge of the situation as you did back in March. I received a prompt reply (by 4:18pm same day) from you assuring that I would be followed up with the following day via phone). Three days later I have still received no call or follow-up from you personally.   9/25 @3:34pm ET - after receiving no contact or follow-up from anyone at Catseye I sent another text requesting an update by the end-of-business. I received no contact other than a missed call from Brian on 9/25 @4:04pm ET with no message left. 9/26 @8:50am ET - I finally receive a text from Brian with indication that “Meagan will be reaching out with date and time for next week to get the work completed.” 9/27 as of 1pm ET I still have not received any contact to schedule completion of the contracted work.” Not until 9/30/2024 did I receive any response or follow-up from any Catseye representative (call, text, and email records available). On 9/30/2024 I did receive the following from Sara directly (copy of correspondence available): On Monday, September 30, 2024 at 05:02:05 PM EDT, Sara D******* <************************> wrote: **** – Good afternoon. Thank you for being so patient. I have conversed with Brian on this as he is overseeing the issues here. I have also added Brian,  the CatGuard manager a well as Matt A********, the customer service manager to this email to ensure prompt replies as I am not always available to get involved with site issues. As per Brian, I have added the below bulleted items to be completed : 10/1 technician Sean is scheduled to arrive in the am, between 8-11am. Work to be performed Dig under front staircase to seal/exclude Mortar work to be done around back staircase by slider and under back garage door Inspection previously installed CatGuard to locate entry point for continued mouse activity Courtesy trapping plan Sean will set trapping equipment tomorrow while on site Follow ups will be once a week visit for 2 additional weeks, office will notify you each week of appt window Then we will re-evaluate activity at that time Cleaning and disinfecting of droppings on hard surfaces will take place once the trapping is complete – in other words on the final trapping visit.  Thank you.  Regards,  Catseye Pest Control | ** ******* ** * ****** ** *****
  ** ************************ * ** *******************
  ** ************ [2] - [in accordance with contractual obligation and Catseye’s own Service Reports which had documented the following "We will need to return in spring or warmer weather to complete digging under front staircase to install metal here. Mortar work around back staircase by slider and under back garage door."] [3] - Written (email) confirmation from Sara herself on 9/30/2024 (see below) stated that “the warranty will start once all of the installation is completed and that the trapping is completed and we agree on both of these topics, the warranty will start from that point” From: Sara D******* <************************>To: **** ***** <********************> Cc: Brian L******* <*************************>; Matthew A******** <**************************>; Julie S******* <*********************> Sent: Monday, September 30, 2024 at 06:10:47 PM EDT Subject: Re: Catseye Pest - Follow Up Plan **** Good evening and yes, I will confirm that the warranty will start once all of the installation is completed and that the trapping is completed and we agree on both of these topics, the warranty will start from that point I will ensure that all of these items are documented in your account Sent from my iPhone [4] - On 2/07/2025 @2:11pm ET (email chain attached to initial BBB complaint filing) I contacted Sara, Brian, and Matt A******** (customer service manager) in an attempt to finally get contracted and promised in writing work completed, along with the billing error remediated. In the correspondence I specifically documented that:Outstanding work is still as follows: Follow ups will be once a week visit for 2 additional weeks, office will notify you each week of appt window Then we will re-evaluate activity at that time Cleaning and disinfecting of droppings on hard surfaces will take place once the trapping is complete – in other words on the final trapping visit. Promised work for 10/01 below was completed, but all of the other work (quoted above) is still outstanding/incomplete yet I have received the attached (Catseye Bill.eml) bill. Please provide confirmation of the following: No charges are due on my account Included/paid-for one year Cat-Guard Warranty service still has not started When and how above outlined outstanding work will be completed.  As of 2/18/2025 @4:49pm ET, I had still not received any reply from anyone at Catseye to either address the billing issue and/or coordinate the completion of the outstanding work, so I escalated to filing claims with the BBB and Consumer Protection Bureaus. Even after filing claims I did not receive any follow-up or contact from Catseye until 3/05/2025 (26 days after initial contact) [5] According to Catseye Service Agreement contract entered and signed by both parties on 2/01/2024:  “The Cat-Guard Exclusion Systems Warranty protects the integrity of the system as well as warrants against reentry of the specific pests it is designed to exclude. Under this program, if at any time there is an issue with the material or installation, we will be out to to your location immediately.”“Rodent Plus Program: Catseye’s Rodent Plus Program is designed to handle any rodent problem you have including rats and mice. This multi-visit approach includes baiting and trapping the rodents, vacuuming and sanitizing accessible hard surfaces where there are droppings and urine, and performing minor seal-ups to keep rodents out. Once a rodent control professional has completed the process, they will remove all the equipment and vacuum up the droppings on hard and accessible surfaces.” Conclusion: For over a year, Catseye has and remains in breach of providing contracted services. They have systematically failed in resolving/preventing mouse incursion or even providing remotely timely services/responses. Even in their reply to this BBB complaint, Catseye continues to falsify information that is proven inaccurate by their own contract, service reports, and written correspondences. As requested in the initial filing, I am requesting a full refund of all monies paid to Catseye ($7,143.80) as their ongoing failure to complete contracted work and/or respond or remediate issues in any sort of timely fashion has rendered partial, incomplete product/services worthless. There is no way for anyone to trust a company that breaches contract, falsifies information, and outright ignores their customers’ contact attempts. 
  
  Regards, 
  
  **** *****

  

  Business Response

  Date: 03/06/2025

   Dear Sir or Madam; I received an email from Mr. ***** today. He asked that we only communicate via email and not by phone, which I have agreed to. I have asked Mr. ***** to advise what days and times he is available for follow up appointments, one a week for the next three weeks. These appointments will be for trapping and cleaning services. I also advised his bill was voided and there is no balance due at this time. I will only activate the no charge one year warranty once we both agree he is satisfied with the follow up trapping and cleaning services.  Regards,  Sara D******* 

  Customer Answer

  Date: 03/12/2025

  We reject Catseye response for the reasons detailed in below response to them, which has been attached in document format for increased readability: Catseye, We continue to seek no less than the legally-backed full refund of all monies paid to your company on the grounds of your company's consistent >13 month breaches of contract, falsification of service reports, failure to provide advertised and contracted products and services, and unscrupulous billing practices.  The Cat-Guard Exclusion system that we paid for was advertised and billed as “guaranteed to protect homes and businesses from wildlife through permanent exclusion”, “permanent rodent exclusion feature that protects homes from rodents” and contract-defined to include “Our [Catseye’s] teams utilize premium materials to seal the area where your house meets the foundation. No opening escapes our eyes, we also seal corner posts, holes in the foundation, and gaps in siding, J-channels and window trim.”  The Rodent Plus Program was defined in the contract to “handle any rodent problem you have including rats and mice. This multi-visit approach includes baiting and trapping the rodents, vacuuming and sanitizing accessible hard surfaces where there are droppings and urine, and performing minor seal-ups to keep rodents out. Once a rodent control professional has completed the process, they will remove all the equipment and vacuum up the droppings on hard and accessible surfaces.” We are attempting to seek this legally-backed full refund and complete cessation of dealings with your company, initially, through the most innocuous remediation path for both parties - mediation through the BBB. We have copious documented proof (inc. dated written correspondence, dated photographic evidence, and disclosed-as-recorded verbal discussion audio recordings) that, in the more than 13 months since the contract’s signing and payment up-front in-full for both services/products/programs, we have received none of the advertised/contracted services (current photographic evidence [from 3/11-3/12/2025] validating each statement below are attached to this reply):  Our residence continues to show recent/active signs of ongoing mouse infiltration and fresh activity.  Our residence lacks the contracted and paid-in-full complete seal of the areas where our house meets the foundation - multiple greater than 6mm openings are visibly observable especially at the corner posts which are clearly not the result of any weathering/wear-over-time, but gross negligence.  Our residence has never received complete “baiting and trapping the rodents, vacuuming and sanitizing accessible hard surfaces where there are droppings and urine” or “remove all the equipment and vacuum up the droppings on hard and accessible surfaces” - multiple hard-surface areas show clearly visible mouse droppings, eaten into food packaging, and discarded seed-casings/shells from items mice have eaten. No personnel, during any visit, have applied any product and/or conducted any activity to ensure sanitization of areas from which the significantly incomplete clean-up of mouse activity/droppings has been conducted. We have been constantly met with dodginess, deceit, unaccountability and outright lies - which has been only further clearly illustrated and validated by your company’s lack of response to our attempted 2/07/2025 continued escalation/engagement in attempt to coordinate the receipt of our paid-for products and services. We failed to receive any reply or contact from your company until 3/05/2025 (for 26 days - confirmable via phone/email records), which was only after we escalated to filing a BBB complaint on 2/18/2025 (after 11 days of no reply), and said BBB complaint sitting, unresponded-to until your company’s reply deadline. Your company’s initial reply to the BBB complaint included a combination of falsified/fabricated details and contestation of evidenced facts that have been meticulously disproven by documented,  factual evidence. As outlined above, it is completely unreasonable and illogical for my family (which includes a 13 month old daughter) to trust a single representative of your company. Not only has your company had no explanation or grounds for the vastly unreasonable delays and grossly incompetent “efforts” in comprehensively failing to  complete/conduct contracted/advertised work/services, your company has been exposed as consistently falsifying service reports, for damaging our personal property (chest freezer) and attempting to dodge/cover-up/deflect the damage (only to later back-pedal, take full responsibility of fault and accountability after we provided  photographic evidence that your company’s personnel contacted/moved the freezer while setting traps), and chronically making false-promises to follow-through and ensure delivery of contracted services/products to contracted minimum requirements (let alone your company’s advertised standards). My wife and I have spent over a year escalating to the upper rungs of your company only to expose pervasive lies, falsification of information, breaches of contract, deceit and unscrupulous billing practices that extend to the very top of your corporation. Please consider this written notice that any representative of your company setting foot on our property from this point forward, unless otherwise notified, will be seen as criminal trespass, and authorities will be contacted accordingly. If your company requires the return of the trivially immaterial, ineffective and invaluable small number of snap traps left on our premise, we will happily coordinate their return at the town of *********** Police department (at a mutually agreeable date/time within 30 days). If your company continues to deny our legally and contractually owed full refund of all monies paid to your company under this BBB claim (and its mediation), we will further escalate our copiously documented case. We will enlist legal representation, invoke contract-defined arbitration mechanisms (and/or any further litigation required) to ensure our rightful (legally-mandated) full refund along with maximum compensation for time, efforts, energies, costs (including lost wages), and damages. 
  
  **** *****

• Initial Complaint

  Date:02/04/2025

  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.

  Catseye was hired with the intent to remove critters from our attic. Promises were made and not kept. The problem has not been resolved. We paid $2400 for $24 worth of work and still have the same problem. There has been no response from the company and I am unable to get in touch with the sales person.

  

  Business Response

  Date: 02/18/2025

  Complaint # ******** Dear Sir
  or Madam: In response
  to the complaint filed by ****** ********* on February 5, 2025, file # 22900502;
  we sincerely apologize for any inconvenience that Mrs. ********* may have experienced
  and wish to resolve this quickly and with thorough services. We contacted
  the customer immediately upon receiving the complaint and they scheduled an
  appointment with their original Catseye Pest Control inspector, for Friday,
  February 14, 2025. He was scheduled to meet with the homeowners and go over the
  original scope of work and all work completed to date. The inspector
  did complete this appointment with Mr. ********* on February 14, 2025. They
  agreed that there was more work to do to ensure customer satisfaction with the
  outcome of the project and to ensure that the scope of work from the time of
  original inspection, was completed. Our inspector
  and Mr. ********* did a complete walk around and re-inspection; a punch list
  was made on site and an appointment scheduled as a follow up for this week, Wednesday,
  February 19, 2025. The technician and the inspector will be on site together, until
  the customer feels satisfied with the outcome of the service and project. A Catseye manager
  will follow up with the *********s after the appointment to ensure they are happy
  with outcome and that moving forward their service needs are met on time and to
  completion. It is the
  goal of Catseye to always ensure customer satisfaction for every customer and
  we will work with this customer to resolve this situation quickly and thoroughly. Sincerely, Sara D*******Operations
  Manager Catseye
  Pest Control 

• Initial Complaint

  Date:10/17/2024

  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.

  We hired Catseye to remediate bats in the attic of our home, replace the attic insulation, and seal any entrance points outside of the house. This was fall of last year, we paid in full approximately $16,000. For almost a year now, we have been calling on a consistent basis requesting Catseye return to the house to finish the job, and they refuse to schedule a completion date.

  

  Business Response

  Date: 10/25/2024

  To whom It May Concern – In response to the complaint filed by **** ******* on
  October 17, 2024, file # ********; we sincerely apologize for any inconvenience Mr. ******* experienced.
  We have reviewed this complaint as well as the account history. Mr. and Mrs. ******* entered into an agreement for
  upper exclusion, abatement and bat eviction in August of 2023. The original
  work that the customer signed for was completed in November 2023. The bats were
  evicted, and the remainder of exclusion and the abatement was completed. The house
  was free of bat activity and the house was protected from re-entry of bats. At
  that time, we did install bat eviction cones, these cones are safe to leave to
  prevent re-entry although we do typically circle back and remove them the
  following season however, if the cones are left the house is still considered
  safe and bat free. The customer was concerned that we did not come back to remove
  the cones before fall of this season. One of our managers, Matt, made contact with Mrs.
  ******* on 10/24/24 and was able to resolve this. We have an appointment scheduled
  for 10/29/24 to remove the cones and check the house as a quality inspection. The satisfaction of every customer is most
  important to Catseye Pest Control and we again, apologize for any inconvenience
  and frustration this may have caused the *******s. Sincerely, Sara D*******  | Operations Manager

• Initial Complaint

  Date:09/21/2023

  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.

  Service is for 2 units that are side by side (townhome). Person sent to lay and check traps was making false reports that they came to the home and they didn't. When complaint was issued was assured by 2 managers situation would be resolved. Never got a call to see how the changes they made were going and now they haven't lived up to their contractual agreement of coming to the homes every 3-5 business days. Both units have also been removing the pests on the traps themselves and not by the company. When you call someone is always on vacation or unavailable. One of the managers will barely reply to a text and will not call back when questioned.

  

  Business Response

  Date: 09/28/2023

  Dear Sir or Madam; In response to the complaint
  filed by ****** ****** on 9/21/2023, file # ********; we sincerely apologize for
  any inconvenience Miss ****** may have experienced. We have reviewed the
  complaint as well as the service history and we realize, based on the complaint,
  that the customer was very unhappy with the service provided. Upon receiving
  this complaint, we immediately had a branch manager reach out to Miss ****** to
  resolve her concerns and put a plan in place to ensure she is getting the service
  she needs and signed up for. As a follow up to the conversations
  our branch manager has had with Miss ******, it was agreed by both parties that
  the initial services should be started over at no charge. As part of the
  resolution, a lead technician was assigned to her account and has completed two
  services; these services were performed on 9/23/23 and 9/27/23. We have spoken
  with the customer since these appointments, to ensure her satisfaction with
  this technician and the services performed. Miss ****** advised the office she
  was happy with the technician and his services, stating the work was thorough and
  met her expectations. There will be three more initial service follow ups in
  the first two weeks of October before moving her on the regular maintenance
  plan, which is a once-a-month service. The branch manager has assigned this
  same lead technician to all future appointments as well to ensure her satisfaction
  in the future. We are hopeful that this settles
  the matter and that this complaint can be closed with the customer feeling satisfied
  that her concerns have been resolved. Regards, Sara
  D******* | Operations Manager

• Initial Complaint

  Date:05/02/2023

  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.

  We were excited to hire Catseye Pest Control to install their ******** system on the top part of our house around 4/2022 after finding a mouse in the attic. They went through the house from top to bottom and said the only entry points were in the top part of the house and everything else was sealed very well (which was supported by the fact that we hadn't found anything anywhere else in the house). We financed $7,000 through their financing company (********) and they were supposed to start work quickly after. They did not come out for at least a month (I can dig back and find exact date). Finally, they came and did a few things but did not finish. I kept asking when they were going to come back out. We were still finding mice (I can share pictures of them but did not want to upload in case it offends anyone, my husband has time stamped pics in his phone of all the mice). We were still waiting for the workers to come back out. Months past and the only people to come out were two managers just to tell me the workers would be out soon. I kept calling (I have call logs) and nobody would call me back. Finally, the last manager, Brian, came out and promised someone would be out by the end of November to finish the job. Nobody came. I called and nobody called me back. When I called the people that answered the phone mentioned that they didn't have anyone to do the work. I call for months and finally I call and say I want the contract cancelled because they never finished the work and we have more mice than we ever had. Finally, Brian called back and offered a discount and wanted to come back out and look around (as this never amounted to anything before and this had dragged on for a year without anyone even replying to me) I did not want him back on my property and wanted everything cancelled since nothing much was done. He started blaming the foundation (our foundation is perfect, fyi) and anything else he could think of. I want my financing zeroed out and to be done.

  

  Business Response

  Date: 05/04/2023

  Dear Sir or Madam; In response to the complaint filed by ****** ******* on
  May 3, 2023, file # ********; we sincerely apologize for any inconvenience
  Mrs. ******* experienced. We have reviewed this complaint as well as the
  account history since the start of services in April 2022. The original call from Mrs. ******* was regarding
  noises in her attic. At that time, we found evidence of flying squirrels and
  mice. At the time of inspection, we prescribed rodent trapping for the mice, nuisance
  wildlife eviction for the flying squirrels, as well as an exclusion service to
  seal entry points for the flying squirrels. The agreement also included a
  recurring maintenance plan to control the mice on an on-going basis. A time
  frame for starting services was discussed with the customer at the original
  inspection and customer was advised of a 3-4 week period to start services. Catseye completed the trapping and eviction
  services, as well as the exclusion service within the original timeframe given and
  customer has had no flying squirrel activity to date. This indicates that the
  upper exclusion installed on the home is intact and working as it is designed. The
  original scope of work was completed as of June 16, 2022, including all
  necessary follow up appointments. The customer did call in October of 2022 stating
  she was getting what she believed to be mouse activity again. Upon inspection,
  the manager advised that the upper exclusion was otherwise intact and there
  were no signs of flying squirrel activity and no definite, visible entry points
  on the upper section of the house. He offered to send a team back out to
  perform additional exclusion work, for the lower areas of the house, even
  though this was beyond the original scope of work. We offered this as a show of
  good faith. We acknowledge that, at this point, we failed to
  follow through on this offer due to an internal error which lost the service
  request, and we intend to make it right. The customer called upset about this
  in March and wanted to cancel her maintenance package due to this reason and
  the manager was alerted. He spoke with her over the phone in recognition of the
  error, offered to revisit the upper as well seal some of the lower portion of
  house, even though it was outside of the original scope of work, at no charge.
  He also offered a partial refund in a good faith effort to make this right for
  her. She declined the offer stating she did not want Catseye at her home for
  any reason and refused the offer. Catseye Pest control cares about its customers
  and we stand by our services. We want to make this right, but we do not believe
  this customer is entitled to a full refund. Also, because the customer is not
  allowing us on the property to resolve this, we do not know how else we can
  help beyond what has already been offered. Sincerely, Sara D******* Operations Manager Catseye Pest Control 

  Customer Answer

  Date: 05/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. First, we called about ONE mouse we found in the attic. When they came out they found evidence of flying squirrels and mice. However, the tech said that the flying squirrels were not nesting there and there was no way to tell when they were there. Since we called about finding the mouse that is what we wanted services to seal up the top part of our house so this no longer occurred. We did not consider the flying squirrels since they were not nesting in the attic and were no longer there already. Upon first starting work in May of 2022, they were here for a day or two but said they had to come back to finish. They caught and evicted absolutely no flying squirrels because there weren't any. I call to see when they are going to come back. Finally, Garrett comes in June and does a few things but says there are a couple more weak points and he cannot finish that day. By July, we have had several more mice (I have mouse pictures I can send if you would like of the many we took out, I did not take pictures of the ones the techs took) and the tech who sets the traps comes out to remove them. He also stated that ******** was having a staffing issue and it might be a month or so before someone else could come out. I try to be patient as I understood there was a labor shortage. I called 3 times in August asking when someone will be out and the receptionist tells me someone will call me back and that never happens. I call in September and AGAIN nobody calls me back. Finally, I call again in October and say I want to cancel. Brian calls me back and says he is going to come out and take a look. So, he comes out and identifies immediately two more problem areas they need to address and promises me someone will be out absolutely no later than the end of November and he thanked me for understanding why it was taking so long since they had a labor issue. Nobody showed up or even called me AGAIN. Still mice, mice, mice. January I call yet again and tell them to cancel everything as we had to pay someone else to come out and finish the work. The contract needed cancelled and our financing zeroed out. NOBODY CALLS ME BACK. In April, I call and once again say cancel and say I am really getting angry that nobody will call me back. Brian calls and says he needs to check on some things and will call me back. He does not. I finally call April 11th and say where is Brian. He calls and apologizes and says they can discount our services to $2500 and he will come out and do a courtesy call. I say I will call him back, which I do two days later to decline his offer. I state that according to CT law, contractors have a reasonable (being defined as the amount of time it will take most contractors to complete a job) amount of time to complete the work and a year is extremely unreasonable for what needed done and they failed to contact me when I called or to say something would take longer. We did not owe them anything since the work was not done and the problem (mice) was worse than when they started.  I have conversations recorded admitting to the system not being completely installed and that they knew they should have been in touch with me and did not. I can send these. I also have many pictures of mice. I also have attached my phone records supporting my argument.  Thank you for your time.  Regards, ****** *******

  

  Business Response

  Date: 05/12/2023

  To whom it may concern, regard complaint #********. We are
  saddened that this customer is unsatisfied. However, the system that they
  purchased was a partial system only sealing the top of the house for flying
  squirrels. They did also purchase trapping and maintenance program for mice but
  did not purchase the lower seal up of the house that would have been a more permanent
  solution for mice. It should be noted, there has been no further evidence of
  flying squirrels since we installed the upper level exclusion system. Our
  contract does state that if mice get in through the lower level of the house and
  customer did not purchase a lower seal up, that the warranty will not cover the
  mouse activity. We acknowledge our communication mistakes and follow through
  on a partial reseal. For those mistakes we have offered her $2,500.00 in
  refunds. Additionally, we are unable to cancel out any financing as her financing
  is through an outside organization, separate from Catseye. We are willing to honor what we have already offered however
  because the customer has declined and has explicitly stated she does not want
  us on her property ever again, there is nothing we can do. Regards, Sara D******* * Operations
  Manager Catseye Pest Control | ** ******* ** * ****** ** ******* ********@***********.com | w: www.***********.com p: ************

  Customer Answer

  Date: 05/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I cannot reiterate enough that the problem was always mice and never flying squirrels. I would not pay $7,000 to address a problem I did not have. Secondly, they told us on multiple occasions (the ******** people and the Catseye pest technicians) that there was absolutely zero activity in the lower level and it did not need sealed otherwise I would have started there if that is where they thought the mice were coming from. Since mice are not housetrained to only use the restroom in someone's attic and there were no mice droppings in the lower level, I am not sure how they can make that claim. The bottom line is they had a year to complete the work (that should have only taken a week or two) that they never did and they never even responded to most of my calls. This is in direct violation of CT consumer protection laws.  They didn't offer a $2,500 discount. They offered to discount the total to $2,500 which I have recorded. I have documented records of the facts that do not seem to match up to their story. All of the dishonesty is troubling.  Also, we spoke to the financing company and they said that they already paid ******** for our financing so, ******** needed to send them the money back and the account would be cleared. It is now accruing interest. When I spoke with Brian one of the last times, I told him we spoke to them (********) and they said to return the money by April 21st and they would not charge them any fees. He again ignored me. The stress of all of this the past year, the incomplete work, the avoidance of responsibility, and now possibilities of credit dings are very overwhelming and I would just like this to end without having to seek further action. I would never charge someone for a job I did not complete and would never do half of something. Our problem is worse (which I would've let them keep coming to fix if I could trust them or if they had even responded). A year is a very long time to wait for a job that takes a couple weeks (that is being generous).  Thank you again for time and attention to this matter.  
  
  Regards, 
  
  ****** *******

  Customer Answer

  Date: 05/23/2023

  The contract has already been submitted under the title “Catseye Agreement” in my attachment section. Please let me know if you cannot see it. Thank you kindly for your time.  

  

  Business Response

  Date: 05/26/2023

   Good afternoon. I am following up on the conversation you had with Joe D******* earlier today, regarding ****** ******* complaint #********. I have attached copies of all recurring records from the start of the Platinum recurring service last April. Platinum is the name of the recurring service, which is every other month visit . I have also added some bulleted points below to give reference to the appointments and how they are scheduled out.  4/26/22 - Platinum initial performed, as scheduled with the cust in advance 5/19/22 – Courtesy visit performed, as requested by customer for wasp activity 6/17/22 – Platinum recurring performed – cust was notified 6/15/22 of the 6/17/22 visit, cust was not home so full exterior performed 7/5/22 – Courtesy visit performed, requested by customer for interior visit as she was not home for the 6/17/22 visit 8/16/22 – Platinum recurring performed – cust was notified 8/15/22 and was home, so full interior and exterior service was performed 10/26/22 – Platinum recurring performed – cust was notified 10/24/22, cust was not home so a full exterior was performed  11/2/22 – Courtesy visit performed, as requested by customer for interior visit as she was not home for 10/26/22 visit 12/13/22 – Platinum recurring performed – cust was notified 12/9/22 , cut was not home, so full exterior visit performed Cust cancelled Platinum program prior to the February 2023 visit 

  Customer Answer

  Date: 06/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  BBB spoke with Ms. ******* and the following was relayed:  I purchased the Upper Guard System and was told by the sales rep Brian that I have to have the maintenance program.  They never completed the resealing of the top of the house that was supposed to happen in May/June of 2022.  No communication from company and no completion of that resealing all summer.  The last I heard the business needed special licensing that they didn't have and that they didn't have enough workers.   Then in October of 2022 Brian, the manager, came out and said other areas needed to be sealed up too.  Again, this was in October after not hearing from them since June.  I asked Brian at this point if the contract can be annulled at this point because we still have the same mice problem we did at the start, the company never returns calls to me - the last I heard from them was in June which was 4 months ago- and they never completed the resealing that they said needed to be done.  Brian said he'd look into it and somebody would be contacting me.   That never happened. I didn't hear anything.  Waited over the holidays and then by January I'm fed up.  I was patient and understanding for a year now at this point.  So I say I want a refund after all of this.  Feb and March- I didn't hear anything.  Nothing.   That's why I filed the complaint.  I believe I was patient and understanding when I waited to hear back from the company for months and months at a time on end with nothing.  It's out of my character to complaint.  We paid $7,500 to get rid of mice, we still have mice- the company never even finished resealing the upper part of the house.  The manager Brian came out and told me that they needed to finish work that they started and never completed after I called for months and months.  Then he said somebody would be in contact and I didn't hear from anybody for another pretty much 6 months!   I request that the financing be zeroed out.  
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:01/18/2023

  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.

  Catseye has yet to finish the work they promised to undertake for bat removal of our attic. They keep billing us and we we are now 60 days overdue. They tell us to disregard the bill because we aren’t supposed to pay until they complete the work, but we have been trying to schedule them for over three months. We have called them several times over the past three months.

  

  Business Response

  Date: 01/25/2023

  Tell us wDear Sir or Madam; In response to the complaint filed by ******* ***** on January
  18,2023 file no. ********. We sincerely apologize for any inconvenience that Mrs.
  ***** may have experienced. We have reviewed this complaint and the agreement
  that was signed by the customer at the time of the inspection of their home on September
  7, 2022. The Bat Eviction services that the
  customer signed up for is usually started immediately with an initial seal up
  of 90 % of the house and installation of bat excluder cones over the 1 or 2
  main entry points. The bats are then evicted via way of the excluder cones. We
  then return later in the year to remove the excluders and do the final sealing
  of entry points, as well as the cleaning of the attic space.  Since the house is considered bat free once
  the excluder is hung and house is sealed, there are times when the excluders do
  not get removed until December or January and is based on seasonality needs of
  general pest and wildlife as well as weather, staffing etc. Mr. and Mrs. ***** did
  call a few times to get the final step done quickly and this scheduling request
  was not met to their satisfaction. As the operation manager, I was able
  to connect on the phone with Mr. ***** today, January 25th and I did
  apologize to him for the delay and explained the delay reason based on staffing
  and weather. I assured Mr. ***** we would have their service completed at their
  first availability to be home, as we do need interior access to the attic. We
  were able lock in a scheduled date of January 30, 2023 with an arrival of 8-9am.
  I did also offer a discount for their inconvenience as customer satisfaction is
  extremely important to Catseye Pest Control. I will be following up with Mr. ***** on Tuesday, January 31st to ensure all was completed to their satisfaction.  Regards, Sara D’****** * Operations Manager Catseye Pest Control | ** ******* ** * ****** ** *****e: ************************ * ** *******************p: ************

• Initial Complaint

  Date:12/19/2022

  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.

  Heard what sounded like bats in our chimney over the summer. Catseye came out and said it was either swifter birds or bats and they suggested allowing them to evict the bats safely and seal up any entry points. They said payment was due immediately that day ($2,700) and the remaining $300 would be due UPON completion of the work. They said summer was birthing season for bats and they would be back in september to do the work. NO ONE ever came back to do the work yet they have my $2,700 and i’ve called three times and am always led around the bush saying that we are still “on the schedule”. This is unacceptable. We are talking about thousands of dollars that they required on day one before they even did ANY work.

  

  Business Response

  Date: 12/28/2022

  Dear Sir or Madam;In response to the complaint filed by ***** ******* on December
  20, 2022 file no. ********; we sincerely apologize for any
  inconvenience Mrs. ******* may have experienced. We have reviewed this
  complaint and the original agreement that was signed by the customer at the
  time of the inspection of their home 6/29/2022.The Bat Eviction services that the customer signed
  up for is usually started immediately with an initial seal up of 90 % of the
  house, leaving only 1 or 2 main entry points open for bat excluders to be hung
  during the non-birthing season. That season is typically after August 15th of any given year and based on Nuisance Wildlife Best Practice. After August 15th,
  we then return and install bat excluder cones over the 1 or 2 main entry points
  left open. This will cause the evictions of bats during a non-birthing time
  range. The at excluders stay up until we start the return visits to remove excluders
  and do the final seal. This is typically after the bat eviction season ends
  around October 31st each year. Since the house is considered bat
  free once the excluder is hung and house is sealed, there are times when the excluders
  do not get removed until December or January and is based on seasonality needs
  of general pest and wildlife as well as weather, staffing etc. The service agreement for Mrs. ******* called for
  50 % payment due at the time of signing agreement, 40 % of the total cost due
  after we have completed the 90 % seal up of the house and the final 10 % once
  we return to remove the excluders and seal the areas where bat cone excluders
  were hung.We did collect the 50 % deposit payment on
  6/29/2022 of $1,725 and started the initial 90 % seal up on 7/1/2022. The next 40
  % payment was then due of $1,380.00 and was paid 7/12/2022. This leaves a 10 %
  balance due of $345.00 which will not be collected from the customer until
  after the excluder cones are removed, which is tentatively scheduled for week
  of January 9th. The customer called our office on 12/19/2022 to
  express her concern for the bat excluders still being on the house and asked to
  speak with a manager.  Our regional wildlife
  manager, Brian L*******, did attempt to call her back that same day but had to leave
  a voicemail for her. After receiving this complaint on 12/21/2022, he then
  attempted to call the customer on 12/21/2022 but was once again only able to leave
  a voicemail. He did try her again this morning and afternoon of 12/28/2022, however,
  still only getting voicemail. We attempted to also text and email her on
  12/28/2022. To date we have had not had any reply to any of our attempts to
  reach her to resolve this issue. Customer satisfaction is extremely important to
  Catseye and we very much want to resolve this issue with the customer quickly, however
  this will require that we are able to speak with her, via phone or email or
  texting. We hope to get a reply from the customer very soon to resolve this
  issue and ensure the customer’s satisfaction.Sincerely, Sara D’******Operations Manager Catseye Pest Control

• Initial Complaint

  Date:11/04/2022

  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.

  I have a contract with Catseye to keep my house sealed from mice. Upon seeing mice in my home I called for a service call. The preliminary service call took place on 8/11/2022, but the work was not completed. More resealing work was needed. I was told they would be back to complete the job. That was almost 3 months ago. I have called them a few times only to be told it has not been scheduled yet. This is their Cromwell, CT office. I receive no calls from them explaining the delays. I just want them to come back and do their job. 

  

  Business Response

  Date: 11/14/2022

  Dear Sir or Madam; In response to the complaint filed by Mr. ***** ***** on 11/4/2022, we want to first apologize for any inconvenience Mr. ***** may have experienced. We have reviewed the complaint and we have reached out to the customer to resolve. A manager has spoken with Mr. ***** as of 11/14/22 and has discussed all of the work that is pending. We did discuss the reasons for the delay which was due to an unforeseen staffing shortage. Mr ***** did advise he has been happy with the work performed overall and that his main concern is the time it was taking to get follow up work completed. We did also confir that all work will be completed no later than 11/18/22. We will be sending a manager or foreman to complete this work to ensure Mr. ******* satisfaction.  The Customer Service Manager will be following up with Mr. ***** after completion of the work to ensure he is satisfied with the outcome.  Regards,   Joe D******* President Catseye Pest Control    

  Customer Answer

  Date: 11/23/2022

  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.  BBB spoke to the customer and the following was relayed: The company resolved the issue to my satisfaction. They responded quickly and I am happy. 
  
  Regards, 
  
  ***** *****