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:11/12/2024

  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.

  3 months ago rocket pest sprayed our lawn and it was immediately scorched/dead. I called customer service the same day and provided pictures. I spoke with Taylor E***. She connected me with Kyle, a manager. He explained that this was a known issue with bad chemicals, affecting multiple customers. He assured me that our dead lawn (which was in pristine condition prior to the spray) would be replaced. He wanted to give it some time to see what would grow back. 3 months later I have nice techs who come out but they aren’t able to correct the mistake.
  I told Kyle that as long as we fix/replace my grass I’m ok with moving forward. He stated that he needed to do it during raining season since this will obviously impact my water bill as well. We are heading into dry season, my grass is dead and I can’t get anyone at Rocket Pest to rectify their mistake. I’m hoping this saves others from my head ache. I guess it’s time to replace my yard myself and fire rocket pest.
  I have photos but they are too large to attach.

  Business Response

  Date: 11/22/2024

  *** ******* Lawn tech and Manager are aware of the issue with the lawn. They followed up on the account on October
  29th and again on November 6th. In addition, Scott K****,
  the Branch Manager, has also spoken to *** ***** on several occasions about how
  the lawn is being treated, to make it healthy. A credit, in the form of a
  check, for $368 for her lawn service has been issued.  We will continue to keep open communication
  with *** ***** to resolve this issue.
  
  Thank you, Rocket Pest Control.
  

• Initial Complaint

  Date:10/30/2024

  Type:Order 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 signed a termite protection plan contract in 2020 with Hired Killers Pest Control for 10 years for $150.00/year. They sold the company to Rocket Pest Control in 2022. The 1st inspection Rocket Pest did in 2023, I paid $150 as stated in the contract. Now they are charging me $180. I complained about it but they said price increased due to rising costs. It is a binding contract so they can’t just change the terms of the contract. Attached are copies of the contract, the 2023 invoice for the service and correspondence about the 2024 invoice.

  Business Response

  Date: 11/05/2024

  Hello, upon receiving this complaint, the information was sent to the Branch Managers for this account. *** ****** called and left a message for **** ******. **** ****** called *** ****** back. They went over her contract with
  her and informed her that after Fifth year Rocket reserves the right to perform a
  booster treatment to extend protection plan. The price will increase at that
  time.  *** ****** recommended to change over to the bait system. We have changed the price back to $150.00 and we can revisit **** ******** account after the Fifth year.  

   

  Thank you.

   

   

   

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/16/2024

  Type:Order 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.

  The company would come and do half the property (I have it all on video). They have ruined our lawn in one property, they haven't gotten rid of the weeds and, even though we pay for the mosquito service, our yard is full of them.
  We are paying for service that haven't been provided.
  We want our money back.

  Business Response

  Date: 10/22/2024

   In response to the complaint filed by **** ********* regarding the services provided for her properties. We take all customer
  concerns seriously and appreciate the opportunity to clarify our actions and
  the circumstances surrounding this matter.
  On August 22, 2024, we received a complaint regarding lawn damage
  at **** *********** property in Alpharetta (*******), Georgia. In accordance
  with our service protocol, we responded promptly with a follow-up treatment and
  conducted a quality assurance check by sending a manager to assess the
  situation.
  In a previous interaction on October 26, 2023, **** *********
  expressed dissatisfaction that her backyard had not been serviced and alleged
  that our technicians were "just lazy." However, our records indicate
  that on two occasions (February 8 and February 23, 2023), a dog was present in
  the backyard, preventing our technician from completing the service. The
  technician made documented attempts to reach **** ********* via call and text
  on February 8 to gain access, due to the dog being in the backyard (photos are
  attached to the account).
  During our August 22, 2024, interaction in Alpharetta (*******),
  our Manager, Cory D******, documented concerns related to the lawn, including
  evidence of potential damage from dog urine, which is visible in the photos
  associated with the account.
  **** ********* has contended that when she calls our call center,
  she complains about both houses—Cumming (*******) and Alpharetta (*******).
  However, records show no issues with our mosquito service on either property
  until her most recent BBB complaint. I informed **** ********* about our
  call-back service for mosquito treatments, which she was not aware we offered.
  Because she was not aware of this service, I do not believe she had previously
  expressed concerns about mosquito issues. Our call center would have offered
  her the call-back service to address any mosquito problems.
  Regarding her property in Cumming (********, there have been no
  previous complaints since June 23, 2024, and we successfully resolved previous
  weed issues.
  From our Lawn Manager's perspective, the lawn issues may stem from
  insufficient watering in sunny areas or concentrated pet urine. ****** grass is
  also susceptible to fungal problems, which may have contributed to the lawn's
  condition. In response, Cory arranged a fungicide treatment for the affected
  areas and recommended a consistent watering schedule to promote recovery.
  After these interventions, Cory did not receive further complaints
  until the recent one. When I asked how we might resolve her current
  dissatisfaction, **** ********* requested a refund for six months of both
  mosquito and lawn services for both properties. While I believe we have
  fulfilled our service obligations, I am willing to offer a refund for the last
  60 days of service (September and October 2024) for one property (#Alpharetta
  (*******) as a compromise.
  We remain committed to providing quality service and ensuring
  customer satisfaction. I hope this response clarifies our position and the
  steps we have taken regarding **** *********’s concerns.
  Thank you.

  Customer Answer

  Date: 10/22/2024

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

   

  I have not recieved text messages regarding dogs being present when the technician arrived,  as was stated.  

  moreover, as I explained to you on the phone multiple times, the entire area gets the same amount of sun and water, therfore you cannot blame the sun or watering on the damage. 

  you also said that the lawn care was a "partnership" between us. It is not. I am paying you for a service.  

  have video footage of the technician arriving at the Cumming location and just spraying the front lawn while there are no dogs in the back yard.

  Why did he not msg or call if there was an issue? You said he was new, but, as I expressed during the phone call, that is not my problem that your staff isn't trained properly. 

  I have yet to receive a written confirmation that the service at both properties has been canceled. 

  You also didn't mention my request that you pay for replanting new grass where your company ruined it. 

  I want a six month refund on both properties. 

  egards,
  
  
  
  ****** *********

  Business Response

  Date: 12/09/2024

  Hello, our new Branch Manager, Mr. B****, was provided with
  all the information about the initial BBB, complaint
  ID ********* including all correspondence to date, related to said complaint.
  On Friday, December 6th, Mr. B**** called and personally spoke to **** ********** They discussed the issues and despite
  several factors that contributed to issues with the lawn, Mr. B***r agreed to
  request the refund they spoke about. Note: The refund may t*** up to 10-12
  days to receive.
  In addition, an attached screenshot shows that
  all services, EXCEPT the termite protection, were canceled on 10/30.  Termite inspections are performed on an annual
  basis, and it was completed on April 3, 2024. The next renewal for this Termite
  account will be June 7th, 2025.
  
  Regards, Rocket Pest Control.

  Customer Answer

  Date: 12/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 

  I am waiting to receive the 5 month refund on the Cumming property and the 6 month refund on the Alpharetta property,  as discussed. 
  
  
  
  Regards,
  
  
  
  ****** ********* 

• Initial Complaint

  Date:10/03/2024

  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.

  I used Home Pest Control services in the past but not in the last few years. Rocket Pest Control is the new company and they are automatically renewing me for services I did not sign for, nor am I even RECEIVING the treatments. They keep sending invoices with an expired card I have on file. They’re actually trying to collect money for services I did not sign up for nor have I received treatment. This place is a total scam and I want them to resolve this issues immediately. Their retention Specialist Danny reached back out to me with absolutely no help, trying to keep the scam going. I want them to resolve this matter then leave me alone.

  Business Response

  Date: 10/14/2024

  Hello, our manager Josh spoke to *** ****** on 10/4. Her
  balance was adjusted to zero on 10/4. He removed her account from collections
  status. And he sent her a new agreement to pay only $25 /month to maintain her
  termite warranty. She never signed and I never heard back from her.

   

  Kind regards,

  Beth L*****

   

   

  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I've never signed a contract with Rocket Pest Control and noticed that they are taking money from my bank account. I've canceled all the pest control services I was using.

  Business Response

  Date: 10/01/2024

  Hello, our Branch Manager called *** ****** several time and the voice mail was full. He also sent a text message. As of today we have received no response to that text message. We are happy to discuss the issue. If *** ****** will text back we are happy to discuss further.

   

  Kind Regards,

• Initial Complaint

  Date:09/11/2024

  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.

  On January 11th of this year, 2024, I signed up for Pest Control to include inside the house and my entire yard for exterior treatment like fire ants and spiders. The payment agreement was for $70 per month to be charged for my credit card. On April 5th, I texted the sales person that visited my house and asked him to stop the Fire Ant treatment and to stop charging my card. He agreed that they would remove the fire ant treatment only to keep the quarterly treatments. He texted back the same day that he would take care of the change. On May 1st, my card was charged again. I texted the sales person for a refund. He texted back that he would text me once the update was done. I texted again on 5/17/24 for an update but never heard back from him. During the month of May, I called the main # multiple times and spoke with multiple customer service reps who said they would cancel the fire ant treatment and that I would only be charged for the $70 after each in house treatment. As of June, I had not received a refund AND my card was also charged. I have disputed the charges with my credit card company for April, May, June, July, August, and September.
  I only owed 1 in house treatment that was performed on January 19th which is $70. I am asking for a refund for February and March withdrawals for $140.00 AND to cease charges to my credit card.
  My credit card company has reached out to Rocket Pest for comment and to resolve this issue. As of September, my credit card company has never received a reply from Rocket Pest.

  Business Response

  Date: 09/12/2024

  Hello, Rocket has reviewed this account The service was sold as a Tri-Annual service. $99 initial/$70 per
  month. The initial service was done on 1/19/24 and the next service was
  performed on 5/13/24.

  The notes, in our system, does state that the customer called in on 5/23/24
  inquiring about a refund and closing her account. *** ****** stated she was
  working with Daniel, the
  salesperson however, other than the notes mentioned above, no other notes, regarding communication between the *** ****** and our company were found. Since *** ****** did reach out to
  cancel in late May, a refund check in the amount of $280 will be processed. Jason, the Branch Manager, for this service area, has reached out, via phone, to confirm the proper name and address for the check.

  Thank you for the opportunity for us to research this matter.

  Regards,

  Beth L*****

  Director of Marketing

  Business Response

  Date: 09/13/2024

  Hi Cindy, I replied to this complaint earlier today. We spoke with the customer, and she informed us that she took an exception on her credit card for $140 so she only wants a $140 refund from Rocket. When I left, the reply we did not have this information.

• Initial Complaint

  Date:08/23/2024

  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.

  We have used Rocket Pest control for several years, never had a late bill. We paid for the inside and outside of our home to be sprayed. We would get a call the night before they would be sending someone out. We were not able to make arrganments for them to come inside. When we received our bill, I requested for them to come back out since the inside of our home did not get sprayed and we were having issues with spiders. I was told by customer service to pay the bill and they would come. I would have been happy to pay the bill if they would have sprayed the inside of our home. I feel like we were charged for services we did not receive. Few months went by and a rep called my husband to see what he could do to make it right. He had noted we were a long time customer. He made arrangments with my husband to come out and NEVER SHOWED UP. I would like for our account to be cleared.

  Business Response

  Date: 08/23/2024

  We reviewed *** *** **** ********* account, and our manager spoke to them. We did see in the notes that a service was missed and that they were asked to pay their bill. They were ok to have the next service, and it is booked for 8/28/24. In addition, we have credited their account the $50.00 balance, so they do not need to pay for that. 

   

  It is Rockets understanding that they are in agreement with these resolutions, and we appreciate their continued patronage.

  Regards,

  Beth L*****

• Initial Complaint

  Date:08/16/2024

  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.

  Rocket Pest Control bought out a company that I was using. They came out for the routine treatment and charged me the initial fee. I ended up cancelling their services after a couple months, and overpaid, which they (customer service multiple times) told me I'd receive my refund in 3-5 business days. This was around Memorial Day 2024 and I haven't received it - via ACH or refund on card. I have reached out multiple times.

  Customer Answer

  Date: 08/16/2024

  ********* **** ******** located at **** ******* *** Palm Harbor. The website, gorocketpest.com gives details of the buyout.

  Business Response

  Date: 08/19/2024

  Hello, I passed this information regarding this compliant to the appropriate branch. Mr. N*****, our Tampa Branch Manager has just
  confirmed, with our billing dept. that the refund has been processed for *** *******

   

  Thank you for your help in coordinating this matter with us.

   

  Regards,

  Beth L*****

• Initial Complaint

  Date:08/08/2024

  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.

  Rocket Pest cancelled my termite bond without notice or request. They are refusing to reinstate it. The contract is 50 years old.

  Business Response

  Date: 09/16/2024

  This complaint was a quite complicated. **** ****** did call in and did cancel her pest control but not her termite service. Our branch Manager called **** ****** 8/09/24 and checked the cancelation list. She did have and still had, the Termite contract. She was a Spencer customer for many years, When Rocket Pest Control acquires a company notification are sent out and the Spencer website was redirected to Rocket's, once the name has changed.

  Rocket's technician was servicing their backyard, he was in a Rocket Branded uniform and there was a Rocket Branded truck as well. There was a serious interaction by the customer and our technician.

  Based upon that interaction, our branch manager (after consulting our executive leadership, called and spoke to **** ******, and we
  parted ways. The customer understands the reason why. 

   

  Thank you.

   

  Customer Answer

  Date: 09/17/2024

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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 never made an appointment or had any contact with this company before they claim to have provided a termite inspection on 4/17/24. No one was home on that day, my backyard is fenced and locked.
  I never received any type of termite or moisture report. The only thing I got was a bill for $170.
  When I contacted them about this and asked for a report they said they could send one but I still haven’t received it. They still haven’t shown any proof that they provided the service.
  Now they’re threatening to turn it in to collections.

  Business Response

  Date: 08/06/2024

  One of our managers (Josh) called and spoke to Mr. ***** on 8/6 around 10:30 am. Mr. ***** said he didn't get notification that Rocket bought
  out ** (***** *******) his previous Pest Control company that Rocket acquired. His appointment was not set up, a tech left a message I'm on my way. we apologized and we asked if he would permit us to send a service manager out to redo his inspection,
  he said yes. Mr. ***** shared he needs service done weekdays after 4. We'll get a service
  manager out there this week.

   

  Regards,

  Beth L*****

  
  

  Customer Answer

  Date: 08/06/2024

  
  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. 
  
  
  
  Regards,
  
  
  
  ****** *****