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:07/23/2024

  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 hired Rocket Pest Control to provide my home with services. When I had called them, I told them that I had a problem with cockroaches. I also requested services for fire ants, mosquitos, fleas and ticks. I was quoted a monthly price for maintenance. I was also quoted a price of $200 for the treatment of German cockroaches. They came out (on or about April 24, 2024) and did the initial treatment for cockroaches and mosquitos. About a week or two later, I noticed roaches and I called them. They said I was scheduled for a follow up in the next few days. They did come back for a follow up, sprayed some chemicals and said the activity was minimal. That takes me to my current complaint. I never received an invoice and even told the girl that answered the phone, I never got an invoice. She said she would take care of it. I never was advised of when someone would be coming out to do any follow up treatments or services until June 19th, when a technician texted me saying they would be out that day to treat for mosquitos. At that time, I was in Illinois visiting my 88 year old mother who recently had some health issues. I told them not to come and to reschedule. After I returned, I contacted Rocket Pest Control and said that I still had roaches, I never received an invoice and no one had done anything about the yard (i.e. fire ants, mosquitos, fleas and ticks). I requested the services be cancelled on July 11th for the 2nd time. I told the girl on the phone that I had not received any invoices. At that point, she confirmed that they had to wrong email address.
  
  This brings me to the current issue. I did receive a voicemail from "Mr. **********" stating that I owed them $500 for services. I requested an itemized invoice, which was sent to me. On July 11, I sent a certified, return receipt letter to the owner (Mr. **********). The letter was received on July 15th by "Cameron C*****".
  
  Today, statement with collections threat from Rocket Pest

  Business Response

  Date: 08/05/2024

  Hi, our service manager called Mrs. ***** on 7/25 early evening and followed up again on 7/26 pm. Notes: 7/25/24 Mrs. ***** said she never signed a contract, she did however, get the initial German roach treatment and the follow up treatment, the tech did her pc and sprayed for mosquitos. Our manager also informed her we did two mosquito treatments, she said she wasn't home. She replied I never signed a contract; upon our review we did find that she did not have a signed contract in her file. (which is not our protocol)

  She stated The German roach issue hasn’t gotten better; (German Roaches are very difficult to get rid of and often takes several treatments to eradicate the problem) She stated she hired another company that was scheduled to treat her home the next morning and she stated she does not feel she owe us anything. 

  We asked Mrs. ***** to pay
  $200.00, since we did in fact provide, Pest Control and Mosquito treatments and some German Roach treatments and we would agree write off the balance, she denied and said, if she must pay
  $200.00, she would give you very bad review since she stated she had to pay another company $250.00 to
  do another German roach clean out. We don't feel it's proper to state we would receive a "very Bad review" considering services were performed. That said, we stand by our services and want to do the right things, we agreed to write of full $500.00.

  Kind regards,

  
  

  Customer Answer

  Date: 08/05/2024

  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/22/2024

  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 received a random email from Rocket Pest Control with an invoice for $69 saying that they came and treated my home. I do not know this company and never called them, I don’t know how they got my name, number, or why they were on my property. I work with a company called ecologix for over a decade and do not know who these people are or how they got my information. Can someone please help me with this or should I get a lawyer?

  Business Response

  Date: 07/22/2024

  Hello, Rocket Pest control connected with **** *** **** and let her know that Rocket acquired Ecologix. We sent out communication previously. We also verified her contact information to ensure she receives all communication moving forward.  She was 100% fine once we explained the situation and that this was a legitimate service. She had also reached out on FB and wrote a Google review. We have replied to all of her inquires.

  Kind Regards

  Beth L*****

  Rocket Pest Control 

• Initial Complaint

  Date:07/18/2024

  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.

  we've been doing business with action pest control and then rocket pest bought them so we've been with rocket for a couple years now they've been doing great job coming in here doing everything we paid our $95 and they didn't show up three times we kept calling they kept saying they would come on out they never came out. They canceled us and won't refund our $95 so we got no service we paid for it and they won't give us our money back.

  Business Response

  Date: 07/18/2024

  Our Branch Manager, Jason T******* called and spoke to *** *****. He was able to explain to *** ***** why he did not overpay and that there was no money owed by either party.

  On the call with Jason, *** ***** stated that he was very happy to speak with someone who seemed to care about
  his issues.

  Jason offered to reinstate his service, send our lead tech, and credit
  his account $95 for the inconvenience.

  *** ***** told Jason, he happy with the resolution and stated that he will
  contact the BBB and report that the issue has been resolved favorably. 

   

  Regards,

  Beth L*****

  Customer Answer

  Date: 07/19/2024

  [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:07/08/2024

  Type:Customer Service 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 pest control company says they purchased our previous contract from another business. We had a service agreement to service the inside of our property quarterly. Without notification they said they came to our townhouse and serviced the outside. We are not responsible for the outside of our building, the homeowners association does this. We received a bill for $332.50 of which they claim they want payment for. They never called or mailed us anything about taking over contract, which was for the inside of the home. They just claim they serviced outside and we owe them. I have tried to talk with someone there and they say we owe them?

  Business Response

  Date: 07/22/2024

  We researched the issue and Chad T******* our Branch Manager, for that area spoke with customer, there was a system error
  within the account showing two different pest control services. One for $266.50
  and another for $66.50. We have the account fixed and set up correctly, we
  will email the customer a new PC agreement stating quarterly interior service
  only for $66.50. Customer will sign that and from there we will go ahead and
  get them on the schedule and back on track. 
  
  The customer was happy with this resolution, we are going to start over with a clean slate, so her account is
  back at $0.00. She owes us nothing. She is happy and gave me an updated email
  address. Thank You.

  Regards,

  Beth L*****

• Initial Complaint

  Date:06/20/2024

  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.

  The issues started since ****** **** changed to Rocket pest control. Horrible customer service and no response.seems like they done really care for their long term customers. Just because my card is on file does not mean that they can keep on charging without informing me. There multiple charges on my card one since January which I’m not getting any help with form their billing department.
  I had pest control service with them and termite services. I have been paying upfront for the whole year every single year for termite services. I have been with them which since 2017. However after their transition to rocket pest no one cared to call and inform me that my termite services charges are increased which they should have at the very beginning of the year. Rather they just kept charging me every month with out any explanation as to the new system. have been on calls with them almost every 2 days but the only answer I have received so far is that the billing department will call you back which has not happened since February. Secondly to even cancel my account they took a whole month I kept calling them to stop charging me n cancel my account for both the services in march. I have been since then trying to get my money refunded for the charges they have applied on my card without any service and no explanation as to why am I getting charged. January they charged me 95.55 when I had called them to let them know that I had no service in that particular date which I’m still not getting any explanation as to why. February again I have been charged for 99.00 plus I was charged every month 29 dollars as recurring for termite which is ridiculous as I never agreed to any such payments. Now I’m just trying to get my money back and no one calls back only and every time I get is I have put a request and they will call back.
  I’m genuinely upset with kind of service after being with them for so many years. All I want is my money back.

  Business Response

  Date: 07/18/2024

  We have reviewed the information provided by *** ******. Our records did show notes, in our system, that somewhat align with the customers concerns; however, there are some discrepancies regarding *** ******** awareness and understanding of the services that were provided,
  despite a signed agreement,on file, does indeed clearly states our services.

  Our goal is upholding our company's reputation and ensure customer satisfaction while prioritizing a resolution.

   a check request for a refund of $596.95. was completed on 7/17. Please note that it typically takes 4-6 weeks for customers to receive
  the refund via check. Unfortunately, we are unable to issue refunds via card as
  it exceeds the 45-day limit. Kenny P******, our manager for that branch, called and spoke to *** ******, she accepted the refund offer and our apologies.
  

  Regards

  Beth L*****

  Rocket Pest Control

   

• Initial Complaint

  Date:06/03/2024

  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 am complaining that $132.00 was taken out of my bank account without my permission to pay a bill. When I called to complain they told me that I had given permission for them to autopay, that is not true. Management says that the money has already been taken from my account and that they will not refund. This money was my grocery money for my month. Please help me with this matter if you are able. Thank you, ****

  Business Response

  Date: 06/06/2024

  Hello here is our response based upon the information we found on this account

   

  There
  is no agreement on file unfortunately, for us, to verify if *** ****** did or didn't sign up for autopay. 
  June 4th was the first time we received a call about it (via the notes in our system,) so it hasn't been an
  issue that's been pending unaddressed. 
  We refunded the $132 to the customer which can take up to 7-10
  business days to process back to the customer. 
  Our records indicate $132 payment was run because she owed for April & May
  service. 

  Thank you

  Customer Answer

  Date: 06/07/2024

  [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:05/20/2024

  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.

  We were long term customers of Future Lawn Service; however, in January it appears that Future was bought by Rocket Pest Control. We decided to give them a chance, but much to our dismay they totally destroyed our lawn. After one month of their so called service, our lawn is filled with so many types of weeds, that it doesn't look like the pristine lawn we had always enjoyed: the second time they came to service the lawn we refused to let the service person do it as we had called the main office and told them to cancel that service. When we got their bill we called to dispute the charges, but we never get a billing person or a manager to resolve our complaint. At one point they said a manager would come to inspect the lawn; however no one did.
  I have spoken with three other customers in our neighborhood who have also canceled due to the extremely poor service from Rocket Pest Control.
  We have made several calls (4/24, 4/25, 4/30 and 5/13) to contact someone who can resolve this to no avail. Today, I received another bill. We do not plan to pay this bill and want them to stop sending us invoices. We have since canceled our service and have contracted another company to treat our lawn and restore it to what it was.

  Business Response

  Date: 05/20/2024

  Good Afternoon,

  I want to start by apologizing that our service did not take care of the problem weeds in the yard.  This has been a very damp spring for us, and this has caused weeds to sprout and grow quickly in many yards.

  I do see 2 charges on the account that are due.  I am working to remove the latest one, as that work was done after you had called in.  In not allowing us to do the follow up service, this has also increased the weeds as a very specific service rotation is required to keep your lawn in order.

  Also, i would like to mention that Rocket Pest Control bought out Future Services 2 years ago this summer.  So Rocket Pest Control buying Future is not the issue, as we are all the same employees that have serviced your yard for years.  We have only changed the name 2 years ago, but not the same service that you have had with us for years.

  I have reached out to Cory D******, the Lawn Manager for your area.  Cory is going to reach out to you to get everything resolved.

   

  Thank you.

  Sean W******

   

  Customer Answer

  Date: 05/29/2024

  I was contacted by Corey D******, of Rocket Pest Control last week; however, he never called me back as promised to resolve my concern about the billing.   I would like to have this case finalized and no other bill received.    

  
  

  Thanks,

  ** *******

  ************ 

  Business Response

  Date: 06/14/2024

  The balance on account has been zeroed. we called and left voicemail I left on the 29th informing them the balance was removed, but
  it's all been taken care of. we did not receive a call back. We confirmed in our system ** ********* account is cancelled; account is closed out. No payment information left on it either. They should be fully in the clear.

   

  Thank you

  Customer Answer

  Date: 06/17/2024

  [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:04/09/2024

  Type:Sales and Advertising 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 paid 829.00 for pest control services. I was told I needed end caps on my siding, which was included in the amount I paid. The tech who came out to do the work declined to do end caps, stating I did not need them. Multiple people and calls later, I want a refund for work not performed. I was told that a check for 421.00 would arrive in 7-10 days. That was March 21. Today is April 8. I called them today and was told “give it a few weeks “. I seriously am concerned about receiving the refund. The manager familiar with this is Daniel S*********. ************

  Business Response

  Date: 04/22/2024

  We apologize for the inconvenience and delay on the refund check.  There was a delay during the approval process due to manager being out of town.  The refund was approved, processed and expedited so that payment should have been received by April 10.  We will follow up with the customer to confirm receipt and apologize.  

  Customer Answer

  Date: 04/22/2024

  [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:01/03/2024

  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'm using the service of the pest control company by paying the subscription fee monthly, $31. About half year ago, my credit card in the file for automatic payment was expired and they didn't get paid on time. As soon as I knew the problem, I renewed my credit card and the automatic payment goes well again. Also, I paid the payments due to the credit card expiration problem. However, the company already handed the debt to the debt collector, ***** (California ******* * ********). After I received the letter from ****** I called both the pest company and ****** (about a month ago), and both of them told me that all the problems were solved and I don't owe them a penny. However, today I just received another letter from *****. asking me to pay one missing payment, $31. I don't what else I can do since I were told by them that I am good, but they keep sending / texting me that I still owe them $31, which was paid and they acknowledged on the phone.

  Business Response

  Date: 01/03/2024

  We sincerely apologize for the inconvenience caused by the delay in closing out your account. We understand the importance of timely and accurate account management, and we regret any frustration this may have caused.
  Our team has recently undergone significant system changes, and we are actively working to address and resolve any issues that have arisen during this transition.

  Unfortunately, it seems that your account closure process was not completed as promptly as we would have liked.

  Please be assured that we are taking immediate steps to rectify this situation and ensure that your account is closed out completely through ***. We understand the importance of a smooth and efficient process, and we are committed to making the necessary adjustments to prevent such issues from occurring in the future.

  Once again, we apologize for any inconvenience this may have caused, and we appreciate your continued trust in our services.
  

   

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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 called Spencer Pest Services in 9/22 requesting a technician come out and treat against usual fall pests. The technician said due to a promotion going on and he just needed a check for $89. The treatment worked fairly well. I got an emailed invoice without receipt of my payment which I notified them about. The only paperwork he left behind was a door hanger with packages and prices. I asked the 2nd technician (visit #2) to spray against termites. He said it "wasn't covered" in my plan which included "complete pest protection" . I attempted 2x to cancel via email. I learned that a "Kevin" was the manager at Spencer Pest Services at *** **** ******* ****** *********** **. I emailed him this follow-up to my two prior written requests to cancel services they were trying to get me to pay for on April 17th and again when that was ignored on May 1 that I never agreed to in writing particularly as I learned that what I thought was going to be covered (and pests I wanted treatment against) was not included in the service:
  
  "Kevin -
  
  I requested in writing that my "service" be cancelled. Yet I keep being billed for something I never agreed to.
  
  A) The first person that came in September to treat my house said you were having a "promotion" and led me to believe all pest control services including termite prevention would be included for $360 per year. I put $89 towards that. He put granules around the house for Palmetto Bugs.
  B) I paid another $180. at which point I should have been paid thru May of this year.
  C) A second person came and put more granules around the house. I told him I wanted him to do a Termite prevention spray. He said it wasn't covered and would cost more.
  
  Needless to say, your service leaves a lot to be desired. I never signed any contract and I don't owe any money. In fact I think I should be entitled to a $30 refund for the month of May! The service, effectiveness of treatments and communication leaves a lot to be desired.
  
  Sincerely,
  
  Emily"

  Business Response

  Date: 06/26/2023

  We really regret any inconvenience these problems may have
  given you.  After listening to the phone calls, we can see where there
  might have been a misunderstanding.  Our team tried three times to
  schedule you for the Pest Control Prevention, which was set up as a triannual
  service, billed monthly.   You mentioned you preferred to wait until
  you noticed signs of activity; however, we want to emphasize that our goal is
  to proactively prevent any future pest issues for your home, rather than waiting
  for them to occur.  This approach helps ensure the long-term protection
  and the well-being of your property. 
  
  Based on the information you provided, along with our
  billing information, it appears you initially paid the $89 setup cost
  (September) and then paid $32 per month for the service.  A check in the
  amount t of $180 was received covering the services from October to
  March.  We appreciate your prompt payment for the specific period. 
  We understand that you called in May to cancel the service, expressing your dissatisfaction
  with its effectiveness and misrepresentation of the program. As a result, the
  account was cancelled in June, and any remaining invoices were credited
  accordingly.  We apologize if the services did not meet your expectations
  or wasn’t clearly explained with you.  Since we didn’t get a request to
  cancel until May, there was no payment made in May, we just credited the
  service.
  
  Regarding the termite treatment program, we acknowledge that
  it was not adequately explained to you from the beginning, and again, we
  apologize for that oversight.  Termite protection involves the
  installation of specialized station into ground around your how which
  establishes a protective barrier. The program is separate from the tri-annual
  pest control prevention.  We did provide a thorough inspection of your
  home during that initial start up and because the account wasn’t noted
  properly, termite protection was not started on your home at that time. 
  
  We regret to lose you as a customer, but we will take your
  feedback and use it as a coaching tool to ensure that our team thoroughly
  explains our programs in detail to each customer.  We wish you all the best
  and thank you for your time in reviewing our company.  If you have any
  further questions or information, please feel free to reach out to our
  team.