Complaints

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

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  Animal Remover, LLC

  9435 Waterstone Blvd Ste 140 Cincinnati, OH 45249-8229

  
• 

  Animal Remover, LLC

  7126 New Haven Road Harrison, OH 45030

  

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:02/04/2025

  Type:Sales and Advertising 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.

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  
  

  Business response - Quote/contract is one and the same.
  Response - This is true but when their employee holds the tablet and only shows you to top half of what type of service it covers and ask you to sign a cell phone is predatory at best if the contract was not mentioned.
  
  Business response -  "The quote/contract was provided in the same browser window as the signature box".

  Response - This is a flat LIE. There were 2 devices used and I can provide the cell phone number that called me if this helps. I'm not sure about the legality of lying to the BBB and do not want to post a phone number here incase it becomes public or the rules for personal contact info.

   

  Business response - Customer was aware of the terms
  Response - Once again, please see above.

  Business response - Good faith email was sent/
  Response - This is true, but they did send me an email after the Operations manager stated they wont do anything after talking to legal.

  Business response - Since the customer is in breach, we will proceed with legal action to collect the full amount of the contract in the amount of $3,637.62.
  Response - This seems steep and once again predatory for one trap that caught nothing. Their advertised prices listed on their website are as follows.
  Small Job: Like a one-stop job to remove an animal in the yard: $100 on up
  Medium Job: Like to get critters out of your house with minor repairs: $300 on up
  Large Job: A project involving many service trips and complex work: $500 on up
  
  Once gain, predatory and unethical practices. 
  
  This has never been about the money. I get that contracting is a ruff for them now with inflation being what it is and having to pay their staff and generate income. I would be willing to donate the price of the initial payment (more then a trap cost to set) to the non-profit charity of their choice but I will not do business with a company that practices business this way nor do I want to reward them for how they prey on people. This is not okay and will never be okay.  

  Regards,
  
  
  
  ******* *********
  
  

  
  Unethical and deceptive business practices. Would not recommend,
  
  Total work done - Free estimate and trap mounted same.

  

  Business Response

  Date: 02/05/2025

  The customer contacted us to come out to assist in resolving an animal issue. We provided the customer with the same great, fast, and reliable service that we provide to all of our customers. As you can see from the attached documentation, the quote/contract are one and the same.
  
  
  We conducted an inspection, during which we provided a detailed quote/contract to resolve the issue. We reviewed it with the customer, and they confirmed they wanted to move forward by signing it. After signing, we collected a down payment as agreed upon in the quote/contract.
  
  
  As part of the agreed-upon terms, we started the exclusion process by installing exclusion devices. The quote/contract was presented in the same browser window as the signature box, and the customer signed it in its entirety, as shown in the attached documentation that the customer provided. The software we use is trusted by over 250,000 home service professionals nationwide and is designed to provide transparency in the process. There is absolutely nothing underhanded about our business practices.
  
  
  The customer later requested to stop work after it had already commenced, just one day before the final scheduled repairs. The signed quote/contract is the official, legally binding agreement. The customer was fully aware of the terms and scope of work before signing.
  
  
  In an effort of good faith, we also emailed the customer immediately after our phone conversation, asking if there was anything we could do to resolve the situation. The customer did not reply.
  
  
  Since the customer is in breach, we will proceed with legal action to collect the full amount of the contract in the amount of $3,637.62.

  

  Business Response

  Date: 02/07/2025

  The allegations made by *** ******* ********* are baseless. Our business practices are professional, transparent, and ethical.

  
  The quote and contract are the same, clearly presented with the signature box and terms. No deceptive practices occurred, and the customer was fully aware of the contract terms at signing.
  We communicated in good faith, including follow-up emails. The customer is in breach, and we will pursue legal action to recover the amount owed per the signed contract.
  The prices cited by *** ********* are not from our website. We do not publish any pricing on our website, and his references are inaccurate.
  It is surprising and disappointing that this situation has escalated in this manner. *** ********* contacted us for an animal problem, we responded promptly by performing an inspection, and proposed a solution for animal exclusion. *** ********* agreed to the work, signed a contract, and we began the work as outlined. Shockingly, he later called to stop the work without any basis whatsoever. This appears to be a clear case of buyer's remorse rather than any legitimate issue with our services. We have met all obligations and will address this matter through the proper legal channels.

  
  

  Customer Answer

  Date: 02/09/2025

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  
  

  Business - No deceptive practices occurred, and the customer was fully aware of the contract terms at signing.
  Reply - Your employee had in his possession and control of the tablet and the phone the entire time in which the signature was captured. The tablet he had was having "issues" and he needed the phone to capture my signature while not disclosing the full contract or even mentioning there was additional contract included. Was there even an internal investigation prior to the operations manager calling me back and informing me the contract stands and they would be keeping my deposit. Once again, I state this was unethical and deceptive at the very best. 
  
  Business - *** ********* agreed to the work, signed a contract, and we began the work as outlined.
  Reply - I did agree to have the work performed, I have always been clear on this. Once I reviewed the quote and notice my signature on a document I was never made aware of is the issue here. 
  

  *"We began the work as outlined". 1 trap was placed same day as the quote.
  
  Business - Shockingly, he later called to stop the work without any basis whatsoever. This appears to be a clear case of buyer's remorse rather than any legitimate issue with our services. We have met all obligations and will address this matter through the proper legal channels.
  Reply - Is it really "Shocking" to think someone would not do business with a company engaged in this activity and request a refund? I do not understand how this business does not consider this a legitimate issue.. I feely admit that I do have buyers remorse from contacting this company believing they would practice in good faith. 

   

  Question for BBB, is this even legal how they obtained my signature on this document?

  
  Regards,
  
  
  
  ******* *********
  
  

  

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this matter. Attached is a copy of the customer-signed contract for your reference. We also maintain detailed records, including photos and GPS logs, which confirm the visits and support the terms of the agreement.
  While we understand and respect the customer’s concerns, it seems this matter has reached a point where continued back-and-forth communication is no longer productive. We are confident that all actions taken were appropriate, professional, and fully in line with the contract terms.
  We proudly serve thousands of customers each year with a strong commitment to integrity and customer satisfaction. Situations like this are extremely rare, and we stand by the quality of our service and business practices.
  At this time, we consider this matter with the BBB closed.
  

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  
  

  
  

  This company practices with unethical business standards at best. This has never been about the contract terms or the money. Is it standard practice to use 2 touch screen devices to capture customers signatures? One to create the document and show them what is being quoted and a second to attach their signature on a contact. Why would they not just create the contact, hand me the tablet to read in full, and let me sign the tablet after I was fully informed of the details? I would have hired them, let them remove the animal, and perform the specified repair to prevent future habitation if they were up front about the terms as all other contracted companies I've used prior were. When I realized what they did is when I cancelled the service as I will not do business with a company that that gets e-signatures this way.  This business only took 20 minutes after I reported my signature being on a document that was not presented to me in full to inform me I would liable for the full payment. Where was the internal investigation or follow up with their employee and is there any oversite by management with this company? Do the encourage (assuming) commissioned based employees to get a contact signed by any means? They have stated many inaccuracies so far, a simple one being the website they advertise with on google is not theirs that can easily be searched by the BBB or anyone else. Attached is the screen shot and this is the website. **************** they lie about a simple thing like this, what else are they doing. I want this to be documented for the future. This may not affect me as much as it can someone living on a fixed income. In conclusion, what they did was wrong and immoral. I will be following up on this outside the BBB.
  
  
  
  
  Regards,
  
  
  
  ******* *********
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  bsolutely horrible. I signed up for their service for $808 for 2 weeks of putting 3- raccoon traps on my property. I thought the $808 was very expensive but I did not have time to get quotes from other companies. The two people who came out were not professional. They assured me that they would put out 3 traps. After I signed up, they stated that their "normal" truck was in service and they only had one trap, which was the wrong kind. They assured me that they would come back the next morning and put 3 proper traps in place. No one showed up, so i called the office 5 days later as I still didn't have the correct traps. I called to speak with a manager and after a 1 day wait I received a call from one of the technicians who came to my house, and stated he would bring out the 3 traps the next day. Please keep in mind that this $808 was for a "2 weeks service," which we have now lost 6 days out of the 14. They finally came out and brought 2 traps (not 3). After several days we caught 1 raccoon, then right at 14 days (they were very punctual about this), they picked up their 2 traps. I was very disappointed with their service. Again, I called for a manager and have still not received a call back. This company is a total ripoff and I strongly suggest that you don't use them at all.

  

  Business Response

  Date: 04/11/2024

  We are sorry that we did not meet your expectations, though we are uncertain of the specific expectations you had in mind. It is important to clarify that the situation described does not align with the actual events. Please note that we do not guarantee or note a set number of traps placed on the property.  We return all phone calls within 1 business day.  

  
  We will be including a copy of the signed quote for your reference.  Rest assured, we successfully captured and promptly removed the raccoon as per your request and the terms outlined in the quote.  We will also be including a photo as proof of service of the raccoon that was removed from your property.  Our priority is to deliver a high standard of professional service.  At the end of the day you called us to trap a raccoon and that’s exactly what we did.

  
  We are not willing to offer any refund as the services were carried out in full accordance with our agreement.

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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.

  This complaint is regarding the Animal Remover location at 7126 New Haven Road, Harrison, Ohio 45030. I clicked on that location to file this report, but the only option it gave me is the one located at 9435 Waterstone Blvd., #140, Cincinnati, Ohio 45249. This may be their main office in the Cincinnati, Ohio area.
  
  On August 18th, 2023, I was given a verbal quote on the phone from Animal Remover to remove some critters and repair damage to my home in the amount of $576.19. They used one of my daughter's email addresses to send the quote, but she does not check that email very often. I would not have approved the amount of $1,152.38 that was in the emailed quote. They took my saved signature, plugged it into the quote, did the work and billed my *** Visa card. I filed a dispute with *** Bank and the 2nd payment of $576.19 was returned to my account. Animal Remover has now sent my account to collection and wants me to pay the 2nd payment which I never authorized. They fraudulently pasted a former signature to the attached quote making it look as if I had approved it, but I had not.

  

  Business Response

  Date: 02/21/2024

  Dear *****,
  
  It's important to note that you are a previous customer and we have worked with you in the past with no issues.  We believes this situation boils down to confusion.  We want to highlight that we made several attempts to resolve this matter with you before proceeding with collections, ensuring that you were fully informed about the situation and the outstanding amount. 

  We understand the concerns.  However, we do not provide verbal quotes and all agreements are documented in writing for clarity and transparency.
  
  Upon reviewing the situation, we have found that the amount of $1,152.38 was indeed documented and signed in the attached quote approved by you.
  
  The work was completed based on the approved quote that was provided to us. As a result, we are unable to provide a refund for the services rendered.
  
  We take any allegations of fraud very seriously, and we want to emphasize that it was never our intention to mislead or deceive you in any way. In light of these accusations, we believe it is best to involve legal counsel to address this matter appropriately. We kindly request that you settle the outstanding balance to prevent any further escalation, as we are committed to pursuing the collections process. Thank you for your understanding and cooperation in resolving this issue.
  
  If you have any further questions or require clarification, please do not hesitate to reach out to us. We value your feedback and are committed to resolving this matter in a fair and satisfactory manner.
  
  Thank you for your understanding.
  
  Sincerely,
  Animal Remover Team

• Initial Complaint

  Date:06/05/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******
  

  

  Business Response

  Date: 06/06/2023

  Dear Mr. ********
  
  We have received multiple emails from you and have responded to them. Please understand that we do not respond when the same question is asked repeatedly.  I am sending you a copy of the signed invoice for the work we completed on your chimney.
  
  As you may recall, we initially provided you with a quote for a chimney cap that would have came with a lifetime warranty to keep animals out. However, you made us aware that it would not have fit within your budget.  You asked if we could provide a more affordable option, which was to screen the chimney flues with no warranty. We had multiple discussions with you regarding this option and made you aware that there are as no warranty verbally and in writing.

  We know that the raccoon was not locked in the chimney at the time that the screens were installed because the screens were glued on with adhesive.  The adhesive takes several days to dry.  When raccoons live in chimneys they enter / exit every night. If a raccoon was in the chimney when the screens were installed it would have simply pushed the screen off the chimney as it exited that night when the glue wasn’t dry.

  I regret to hear that you are dissatisfied with the service that we provided. However, we must uphold our policy that any work performed as per the invoice is non-refundable. Please know that we value your business and always aim to provide the best possible service.