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Business Profile

Pest Control Services

Clear Defense Pest Control of Columbia, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/14/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Company’s representative came out and provided partial pest control services on 7/13/24. Requested a cancellation of services on 7/20/24 and was in communication with General Manager on 7/22/24. Services were not canceled and charged to my card on 8/9/24.

    Customer Answer

    Date: 08/19/2024

    Even after filing the initial BBB complaint, the company has accessed my account again and debited it for another payment when I have requested service termination in writing. I want a full refund.

    Customer Answer

    Date: 08/21/2024

    Dates requesting cancellation and reason as well as transactions debited even after communication with General Manager and Customer service. 

    Business Response

    Date: 08/27/2024

    To Whom It May Concern,

    According to your first message, Ms. **** claims she - "Requested a cancellation of services on 7/20/24 and was in communication with General Manager on 7/22/24. Services were not canceled and charged to my card on 8/9/24."

    When we originally spoke,she made claims that she did not receive a full service when she was not home due to us not being able to service the interior of the home...

    Per the service agreement that she signed - "A scheduled
    service day will be established between ClearDefense Pest Control and the client for the service and client agrees to make the premises available for the service. If
    premises are not available for treatment at the appointed time on the scheduled service day, ClearDefense Pest Control will service the residence and leave a record on
    the client's door. Client agrees to pay the normal service charge for this outside service. ClearDefense Pest Control will service the inside of the residence at no additional
    charge if requested by the client." - You can reference this in the attachment of her agreement that I included above and boxed in red so it was easy to find.

    I immediately made it know we would be happy to come back out at no extra cost, to which she decided to continue with cancelation. She then expressed she wanted a refund. I told her that since she pays her services over the course of 12 months instead of in full at the time of each service, I would have to redistribute her billing to ensure that she finished paying off any rendered services AND to make sure she did not have a credit that we would need to refund. She then called and was told this again on 8/09 by another office specialist. I followed up again on 8/14 and left a voicemail detailing our previous conversation and that I would like to discuss her account to get it settled for her. She has not returned our call. 

    We were under no obligation to refund her the service cost per the agreement I mentioned above. She pays $141 per quarterly service we provide. We have went above and beyond to help Ms. **** out on multiple occasions. As seen in the screenshot from December 2023, we provided her with a free service to help while dealing with financial difficulties. At the time of first contact by the BBB notifying us of this complaint, Ms. **** still owed us one more monthly payment of $47. Although we are under no obligation to provide her with a refund, I still did so, as shown in the screenshot above showing she only paid $94 in total for her service on 7/13/2024, as opposed to the full service cost of $141.

    Please let me know if you have any further questions.

     

    Business Response

    Date: 08/27/2024

    To Whom It May Concern,

    According to your first message, Ms. **** claims she - "Requested a cancellation of services on 7/20/24 and was in communication with General Manager on 7/22/24. Services were not canceled and charged to my card on 8/9/24."

    When we originally spoke,she made claims that she did not receive a full service when she was not home due to us not being able to service the interior of the home...

    Per the service agreement that she signed - "A scheduled
    service day will be established between ClearDefense Pest Control and the client for the service and client agrees to make the premises available for the service. If
    premises are not available for treatment at the appointed time on the scheduled service day, ClearDefense Pest Control will service the residence and leave a record on
    the client's door. Client agrees to pay the normal service charge for this outside service. ClearDefense Pest Control will service the inside of the residence at no additional
    charge if requested by the client." - You can reference this in the attachment of her agreement that I included above and boxed in red so it was easy to find.

    I immediately made it know we would be happy to come back out at no extra cost, to which she decided to continue with cancelation. She then expressed she wanted a refund. I told her that since she pays her services over the course of 12 months instead of in full at the time of each service, I would have to redistribute her billing to ensure that she finished paying off any rendered services AND to make sure she did not have a credit that we would need to refund. She then called and was told this again on 8/09 by another office specialist. I followed up again on 8/14 and left a voicemail detailing our previous conversation and that I would like to discuss her account to get it settled for her. She has not returned our call. 

    We were under no obligation to refund her the service cost per the agreement I mentioned above. She pays $141 per quarterly service we provide. We have went above and beyond to help Ms. **** out on multiple occasions. As seen in the screenshot from December 2023, we provided her with a free service to help while dealing with financial difficulties. At the time of first contact by the BBB notifying us of this complaint, Ms. **** still owed us one more monthly payment of $47. Although we are under no obligation to provide her with a refund, I still did so, as shown in the screenshot above showing she only paid $94 in total for her service on 7/13/2024, as opposed to the full service cost of $141.

    Please let me know if you have any further questions.

     

    Business Response

    Date: 08/27/2024

    To Whom It May Concern,

    According to your first message, Ms. **** claims she - "Requested a cancellation of services on 7/20/24 and was in communication with General Manager on 7/22/24. Services were not canceled and charged to my card on 8/9/24."

    When we originally spoke,she made claims that she did not receive a full service when she was not home due to us not being able to service the interior of the home...

    Per the service agreement that she signed - "A scheduled service day will be established between ClearDefense Pest Control and the client for the service and client agrees to make the premises available for the service. If premises are not available for treatment at the appointed time on the scheduled service day, ClearDefense Pest Control will service the residence and leave a record on the client's door. Client agrees to pay the normal service charge for this outside service. ClearDefense Pest Control will service the inside of the residence at no additional charge if requested by the client." - You can reference this in the attachment of her agreement that I included above and boxed in red so it was easy to find.

    I immediately made it know we would be happy to come back out at no extra cost, to which she decided to continue with cancelation. She then expressed she wanted a refund. I told her that since she pays her services over the course of 12 months instead of in full at the time of each service, I would have to redistribute her billing to ensure that she finished paying off any rendered services AND to make sure she did not have a credit that we would need to refund. She then called and was told this again on 8/09 by another office specialist. I followed up again on 8/14 and left a voicemail detailing our previous conversation and that I would like to discuss her account to get it settled for her. She has not returned our call. 

    We were under no obligation to refund her the service cost per the agreement I mentioned above. She pays $141 per quarterly service we provide. We have went above and beyond to help Ms. **** out on multiple occasions. As seen in the screenshot from December 2023, we provided her with a free service to help while dealing with financial difficulties. At the time of first contact by the BBB notifying us of this complaint, Ms. **** still owed us one more monthly payment of $47. Although we are under no obligation to provide her with a refund, I still did so, as shown in the screenshot above showing she only paid $94 in total for her service on 7/13/2024, as opposed to the full service cost of $141.

    Please let me know if you have any further questions.

    Business Response

    Date: 08/27/2024

    I would like to revise a recent response that I have made. The response I made was in regards to Ms. **** not claiming we did not do the interior of her home. This was wrong, her complaint was that she claimed our technician did not do portions of the service and she had video footage to support the claim. Upon asking for the footage, she refused to do so. Everything else regarding the documentation and screenshots was accurate.

    We cannot provide a refund based on a claim that has no supporting evidence. That being said, we would have gladly sent a refund to Ms. **** if she would have presented us with the footage and it did in fact show the technician doing what she claimed. 

    In effort to work with Ms. **** again, I still provided the refund since she would not return our call. Ultimately, my hope is that Ms. **** understands how much effort I have made to help her over the course of 2024 with the free service we provided and now trusting that she is telling the truth, we still provided a partial refund for her July 2024 service although we were not under the obligation to do so. 

    Business Response

    Date: 08/29/2024

    I would like to revise a recent response that I have made. The response I made was in regards to Ms. **** not claiming we did not do the interior of her home. This was wrong, her complaint was that she claimed our technician did not do portions of the service and she had video footage to support the claim. Upon asking for the footage, she refused to do so. Everything else regarding the documentation and screenshots was accurate.
    We cannot provide a refund based on a claim that has no supporting evidence. That being said, we would have gladly sent a refund to Ms. **** if she would have presented us with the footage and it did in fact show the technician doing what she claimed. 

    Best,
    Nick A******

    Customer Answer

    Date: 08/29/2024

    The time lapse for the services was less than 18 minutes from arrival to the time the technician left. Nothing to show on **** because there was no motion (person captured). 

    7/13/24- 8:00am
    ****************

    7/13/24- 8:18am
    ****************

    Customer Answer

    Date: 08/30/2024



    Complaint: ********



    I am rejecting this response because:  

    The time lapse for the services was less than 18 minutes from arrival to the time the technician left. Nothing to show on **** because there was no motion (person captured). 

    7/13/24- 8:00am
    ****************

    7/13/24- 8:18am
    ****************

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

    Business Response

    Date: 09/04/2024

    The original claim was that the technician did not perform "portions" of the service - The reason I asked for the video footage was because on 7/22/24 you sent an email that you included in your screenshot file that stated "Yes, I do have the footage from my front door **** (and back door **** as well) to prove what I initially stated."

    The video you included were clips you that only show the technician leaving the door hanger stating the service was completed and not the full video of when he arrived to the moment he leaves. Our GPS data shows that the technician was on site for 18 minutes as you mentioned. Since the doorbell picked up on the van in front of the home, I was asking for the entire footage to see if what portion of the service he missed. Even though we did not receive that footage, we still refunded Ms. **** a portion of the service cost, as seen in the screenshot I included previously.

    Customer Answer

    Date: 09/11/2024

    **** records in increments and certainly does not record for a period of 18 minutes continuously. As we both have concluded, how was this property services in 18 minutes from arrival to the time the technician left?

Clear Defense Pest Control of Columbia, LLC is NOT a BBB Accredited Business.

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