Business Profile

Pest Control Services

Terminix

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Terminix's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,290 total complaints in the last 3 years.
1,111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2022
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.
Services that were placed on a loan with Terminex finance company (SMAC), were never done. SMAC says they are awaiting approval to cancel the loan from Terminex. We have been told the same thing for at least 5 months now. We have been told multiple times over the past months that someone from Terminex would contact us, nobody has called us. They have notations on our account that work was never done. This is negatively impacting my credit. An employee we spoke with today told us to contact the BBB. SMAC says they have notes from everytime we have called.
Business Response
Date: 07/25/2022
Terminix International

July 25, 2022

Better Business Bureau

BBB Case# ********
******* and ***********************

To Whom it may concern,

Thank you for forwarding the concerns of this customer to ********************************************* so we may address any issue in a prompt manner. It is my goal as well as Terminixto resolve all issues with our customers in an expedient manner. Please be advised that we have reached out to ***************. We are cancelling the financing for her. This is being submitted as of today 7/25/22.

Sincerely,

*************************
Branch Manager
P:************
E:****************************************************
Customer Answer
Date: 08/02/2022

Complaint: 17487501

I am rejecting this response because:
No contact has been made. Called finance and nothing has been done
Sincerely,

*************************
Business Response
Date: 08/12/2022
Terminix International

August 12, 2022

Mid-South Better Business Bureau

BBB Case# ********
******* and ******

To Whom it may concern,

Thank you for forwarding the concerns of this customer to ********************************************* so we may address any issue in a prompt manner. It is my goal as well as Terminixto resolve all issues with our customers in an expedient manner.

Please be advised we have reached out to *************** and informed her of the allowance process. The allowance on the loan has been approved on both levels and sent to Administration for processing. Once process is completed, *************** will not have an active loan.

Sincerely,

*************************
Branch Manager
P:************
E:****************************************************
Customer Answer
Date: 08/24/2022

Complaint: 17487501

I am rejecting this response because:
This in no way is going to remove this loan from my credit report. The finance company SMAC states the loan has been written off and turned into collections as of yesterday 8/23/22. My credit report reflects this. The work was never done so why should my credit be affected by this? If you contact anyone please contact me. ************

Sincerely,

*************************
Business Response
Date: 08/31/2022
Terminix International

August 31, 2022

Better Business Bureau

BBB Rebuttal Case # ********
***********************

To Whom it may concern,

Thank you for forwarding the concerns of this customer to ********************************************* so we may address any issue in a prompt manner. It is my goal as well as Terminixto resolve all issues with our customers in an expedient manner.

Please be advised we have reached out to SMAC and submitted a request to have all negative reporting removed from the customers credit report.

Sincerely,
*************************
Branch Manager
Terminix #****
Initial Complaint
Date:06/26/2022
Type:Product 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.
Terminix was hired for multiple services including Pest prevention, attic insulation repair, home exclusion and cleaning up a crawl space where mice droppings and previous traps were. The attic insulation was completed correctly, the pest traps were placed and the exclusion was done correctly. The crawl space was not cleaned, proved with the pictures provided. I've called 4 times over the last month the get Terminix back to clean the crawl space or refund the $250. Each time they say they can't reach the manager and they will schedule to come back out. I've never received any contact to schedule them coming back out and no refund. I've called them telling them I want to cancel the pest prevention which was not disclosed as being a year contract. Last time I called, I was told the regional manager would reach out and that never happened. I received a text message saying that Terminix received my request to cancel services on June 10th but was charged $137 this morning. Obviously they did not cancel my service.
Business Response
Date: 07/26/2022

Terminix International

July 26, 2022

Mid-South Better Business Bureau

BBB Case# ********
*******************

To Whom It May ***************** have been in contact with ************** via emails and telephone conversations that resulted in the price paid for the Related Repairs ($250.00) being refunded to Mr. ****** credit card as a customer courtesy.

Being that the customer states that he was not aware of the Termite and Pest control bundle,even though he signed the agreement, I have scheduled a service to have the termite bait station system removed from his property today. Once the stations are pulled, I will cancel the service account and waive the early termination fee. The customer is aware that there will be no refund for any money paid up to the cancelation request.

Regards,

****** ***************************
Service Manager
Branch 2462
25 *************** | ************, ** 20877
Office: ************ | Mobile: ************
Email: *****************************************
Initial Complaint
Date:06/26/2022
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.
Hired Terminix to resolve a bat issue, which turned into a nightmare once contract was signed for wildlife and pest/termite services. First off no one arrived on agreed upon scheduled date. Then after that no one came back at agreed time frame to verify bat resolution. Amongst all of this, I have made several phone calls to corporate to complain about being mislead for the annual contractual amount I agreed to as well as people always trying to show up outside of the agreed upon scheduled day for service. Upon conversation with the branch manager, he admitted to the contractual amount being different from what he and the salesman told me upon initial visit. I have called several times over the last few months about all of this and still hear bats in my attic. Every time I have called to try and get the issue resolved I am told some will contact me within 8 business hours and here I am still not having the issue resolved. I WANT the service I have paid for to be honored, if not I want Terminix or branch manager to honor a different contractor to complete the job they havent. All of this has been going on since March of 2022. I have names of all personal I have spoken with, dates, times, conversations. In my opinion this is NOT how a business grows or keeps clients and at this point would NOT recommend them to anyone. Also, is Terminix going to front the cost of any extended damages from the bats in my attic that they havent removed..?
Business Response
Date: 07/20/2022
Terminix International

July 19, 2022

Mid-South Better Business Bureau

BBB Case #********
***********************

Dear BBB Representative,

Thank you for forwarding the concerns of **************** to Terminix International so that we may address any issue in a prompt manner. It is my goal, as well as Terminix,to resolve all issues with our customers in an expedient manner. Please be advised that a Region Manager spoke with **************** on 7/19/22 and confirmed a follow up service for the morning of 7/26/22 to inspect the exclusion work that was performed. We will also try to find out what was making the noise to ensure no bats were back in the attic.

A refund has already been processed for early termination fee. *************** has been asked to reach back out to the Region Manager if the refund is not received within 48 hours, so that he can make sure this is completed.

Thank you,

*** Littlejohn
Branch Manager - 2052
M: ************
E: **************************************
Customer Answer
Date: 07/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory at this time. If I get my credit card statement next month and it has no refund or additional charges this situation will need escalated.

Sincerely,

*************************
Initial Complaint
Date:06/26/2022
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.
06/09/2020 - Date Repaired 01/19/2022 - Date Failed We have a termite contract through Terminix. We have found termites in the same shower TWICE. The first time the termites were found Terminix sent a contractor to fix the termite damage. He fixed part of the damage but left one piece of termite infested wood in the curb of the shower. Approximately one year later, we found more termites in the same shower and Terminix sent a different contractor out to fix the damage which resulted in us needing a new shower. Fast forward 18 months later, the shower has failed and Terminix said it isn't their problem that we have to take it up with the contractor. I'm not sure what I'm supposed to do but the contractor won't respond and Terminix refuses to do anything about it. They chose the contractor and paid the contractor and I'm left with an unusable shower, flooded wall, and flooded carpet. I just want them to make it right. It isn't my fault their contractor didn't do a good job and I shouldn't be the one that has to chase this down to just get it repaired properly.
Business Response
Date: 07/22/2022
Terminix International

July 19, 2022

Mid-South Better Business Bureau

BBB Case# ********
*********************************

Dear BBB Representative,

Thank you for forwarding the concerns of Mrs. ****** to Terminix International so that we may address any issue in a prompt manner. It is my goal, as well as Terminix,to resolve all issues with our customers in an expedient manner. Please be advised that I explained to customer that she signed a release accepting the work that was performed by the contractor. If there is an issue with the repairs that were completed this long after the fact, she needs to contact the contractor. We have no control on whether or not the contractor will return her calls nor do we have a way to determine if her shower issues are due to poor work or some other outlying issue.******************* will need to contact The ******************************************** for further assistance.

Respectfully,

*************************
Branch Manager
P: ************
E:**********************************
Initial Complaint
Date:06/25/2022
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.
Salesman promised a $5 off for seniors. Also, was never told about option for service at $69.00 a month instead of current $89.00 a month. Salesman said we most likely had termites. Later after contract signed, no termite infestation found.I will accept contract for 2022 for $69.00/month.
Business Response
Date: 07/22/2022

Terminix International

July 22,2022

Mid-South Better Business Bureau

BBB Case #********
***************************

To Whom it may concern,

Thank you for forwarding the concerns of *********************** to Terminix International so that we may address any issue in a prompt manner. It is my goal, as well as Terminix, to resolve all issues with our customers in an expedient manner. Please be advised that I spoke with the customer and explained the service and why they were at the current price layout. This issue has been resolved.

Sincerely,

***************************
Branch Manager
Email: ***************************************
Phone: ************
Initial Complaint
Date:06/24/2022
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.
Due to squirrels found in my attic, I paid for a service from Terminix to remove the attic insulation, sanitize the attic deck, complete exclusion, check for additional rodent entry ways, seal up identified entry ways, and then reinstall new attic insulation. The only work performed was the old attic insulation was removed and new insulation was installed. Terminix did not sanitize, check for entry ways, or close up entry ways.I spoke with numerus employees at Terminix including customer service, managers and directors to attempt to resolve the situation. After a short time, it became very difficult to reach anyone and no actions were taken on Terminix' end to correct and complete the work.Two offers were made over the span of several weeks to redo the project from the beginning. On both offers, the manager never confirmed a scheduled event to have work performed and no one came to do the work. I have email and text messages where Terminix made these offers proving the original work was not acceptable.After more than 2 months working to resolve the issue, I chose to do the project myself at additional cost as I did not have the proper equipment. After I had completed the work, another manager from Terminix called and offered to redo the project. As it was now completed do to my efforts I rejected the offer and continued to request a full refund.In the mean time, I had filed a dispute with ********** for the charges on April 9th, 2022. On June 5th, 2022, I was awarded full refunds after ********** performed their investigation. Attached is the documentation.I am now receiving past due notices from Terminix for payment. I wish for the invoices and communication from Terminix to stop. I want to ensure that no negative ramifications on my credit will result from Terminix actions in the matter.
Business Response
Date: 07/18/2022
Terminix International

July 16, 2022

Mid-South Better Business Bureau

BBB Case # ********
***************************

Dear BBB Representative,

Thank you for forwarding the concerns of ******************** to Terminix International so that we may address any issue in a prompt manner. It is my goal, as well as Terminix,to resolve all issues with our customers in an expedient manner. Please be advised that I met with ***** on 07/15/2022. He is correct that the account was challenged on his credit card and won the dispute. I have reviewed the work completed at his home and it was not done correctly. He and I had a nice visit and *********************** and I agreed that we need to credit him for the exclusion work on his home that was not completed correctly. I have issued a credit on his account in the amount of $1,423.18. Please dont hesitate to reach out to me should you have any questions.

Sincerely,

****************************;
Branch Manager
O:************ | M: ************
E: ***********************************
Customer Answer
Date: 08/03/2022

Complaint: 17475763

I am rejecting this response as it only partially resolves the complaint. I do appreciate that ****, ***** and Terminix have issued the credit for the ****************** but there is still the dispute of the ************************ in the amount of $2,200.68. This ******* was sold to me as a requirement as a result of the ***************** process. I was told that to execute the ****************** all insulation in my attic would need to be removed. As a result, I would have to purchase the new insulation to fill the attic post *****************.
As per the credit from Terminix for the ****************** the ***************** was never performed, yet Terminix chose to remove all my insulation and replace it with new. Given that I did not receive this ***************** that was the purpose for hiring Terminix, there was no acceptable reason for Terminix to execute an ************************. I should not be responsible for the charges of a ******* that was not required as the original ******* of ********* was never performed.
The last communication I had with Terminix was that, if they (Terminix) were willing to provide a refund it would possibly result in removal of my current attic insulation. As I should not be left in a worse state than I began, if Terminix deems it necessary to remove the insulation to provide the refund credit, I ask that they reinstall the product they originally removed from my attic in March or a similar product at no charge to me. Again, the ************************ was only necessary had the ***************** been provided. Since the ***************** was not provided, I should not be responsible for Terminix's choice to perform a completely unnecessary ************************.
Sincerely,

***************************
Business Response
Date: 08/17/2022
Terminix International

August 17, 2022

Mid-South Better Business Bureau

BBB Rebuttal Case# ********
***************************

Dear ********************,

The Attic Insulation agreement is a separate agreement and a separate issue from the exclusion work completed. The exclusion work is and can be performed without insulation being removed from customers homes. The attic insulation work was performed due to rodents and wildlife accessing the attic and ruining the insulation that was up there at the time the agreement was made. The old,ruined insulation was removed, and new insulation was installed according to the attic insulation agreement signed. An inspection was completed by our technician on April 5, and he acquired pictures of the completed insulation work.

Thank you,

***********************
Regional Manager
Customer Answer
Date: 08/23/2022

Complaint: 17475763

I am rejecting this response because:
What **************** is stating in his response is a direct contradiction to what was communicated by the Inspector ******************* in early March and *********************** in April. The ****************** was sold to me as a mandatory service as a result of needing the ****************** If what *********************** stated is true, then this is a blatant case of misrepresentation.
Sincerely,

***************************
Business Response
Date: 09/02/2022
Terminix International

September 9, 2022

Mid-South Better Business Bureau

BBB Rebuttal Case# ********

Please be advised that the attic insulation work was agreed upon due to the wildlife entering the attic and is needed when wildlife makes a residence. When wildlife makes residence in an attic, they make nests for their young, defecate in the attic, and ruin the previously installed insulation through bowel movements and stepping in/on it. Removal of insulation helps to identify other holes made by wildlife that *** not be easily visible when the insulation is in the attic. Removal of the insulation helps with the removal of current wildlife due to extracting the f**** left behind and exposing their nests made while in your attic. The exclusion work was agreed upon to stop the wildlife from entering the attic and trap any that *** be within.

Both options were proposed during the inspection, and both were accepted prior to the service. The exclusion portion we reimbursed due to the low amount of exclusion completed. The insulation work was completed, nests were exposed and removed, and the f**** were vacuumed up with the ruined insulation. New insulation was then installed. All work pertaining to the cleanup and reinstall of the insulation service recommended has been completed as agreed upon during the initial inspection.

Regards,

***********************
Region Manager | Plains Region
Customer Answer
Date: 09/08/2022

Complaint: 17475763

I am rejecting this response because:
This is not was was represented at that point of sale.
Sincerely,

***************************
Business Response
Date: 09/26/2022
September 26, 2023

As previously stated, the separation of the Attic Insulation work and the Exclusion work on the signed and delivered agreement, distinctly lists them as separate agreements. The agreement represents them as two separate agreements and two different and explicit forms of work being completed at your property.
Regards,

***********************
Customer Answer
Date: 09/26/2022

Complaint: 17475763

I am rejecting this response because:
As previously stated, that is not what was represented at the point of sale. I also don't appreciate that Terminix sent my account to collects while we are actively working toward a reasonable resolution. That was an inappropriate and unprofessional attempt to strong arm the situation. Additionally, I have been trying to reach ***** individually since April to resolve the situation and this process with the BBB is the only communication I have managed to receive. I have documentation that Terminix said they would need to remove all the insulation to redo the work. Again, contradiction what ***** is stating now...6 months after the fact.

Sincerely,

***************************
Initial Complaint
Date:06/21/2022
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.
The job was started almost three months ago and has not been completed. When I call to find out what the delay is, the staff I speak with states that I am on the schedule. However, no one shows up at my house. I have left messages with the manager and spoken with the corporate office several times. And no one has returned my calls or come out to finish the job.
Business Response
Date: 07/18/2022
Terminix International

July 15, 2022

Mid-South Better Business Bureau

BBB Case# ********
***************************

To Whom it may concern,

Thank you for forwarding the concerns of ***************** to Terminix International so that we may address any issue in a prompt manner. It is my goal, as well as Terminix, to resolve all issues with our customers in an expedient manner. Please be advised that we have reviewed the complaint from *************************** regarding her services. I was at the customers house on Tuesday and addressed her issues. I was there on 7/15/22, for a follow-up and another service is scheduled for Monday, 7/18/22. The customer is satisfied with this resolution. If you have any additional questions, please contact me at ************.

Sincerely,

*******************
Branch Manager
P: ************
E: **********************************
Customer Answer
Date: 07/22/2022

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.

Sincerely,

***************************
Initial Complaint
Date:06/21/2022
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.
I have been paying the service for over 9 years now , in the service is included protection against termites (including tenting) . I noticed probably more than 3 months ago that we have termites and I called them to schedule a inspection , since then they have come to my house twice to "inspect" but nothing happens afterwards. On top of that I have an 8 month old baby and you can see termites flying above here which also doesn't make me happy . I have been asking them all the times and over the phone that don't want a simple spray treatment that want the house tented and nobody seems to care. I would like them either to finish the job or to reimburse me all the money that I have invested over the years
Business Response
Date: 07/19/2022
Terminix International
Mid-South Better Business Bureau
BBB Case #********
***********************

To whom it may concern:
In regard to customer **** ***********************, we have already spoken with them in June and informed him that we would be providing a re-fume date once we were given one by our fume department. Last week we gave him 7/15 as the date but he refused. Since then, ********************************* has called the customer and let him know that we would be getting a new date for the re-fume. He will stay in contact with the customer to provide the date.
Thank you,
*****************
Service Manager
*****
Initial Complaint
Date:06/21/2022
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.
Service Agreement Number: ******** We hired Terminex a year ago to clean mice in the house, it was assumed that the service was to clean the attic, replace the old insulation, cover gaps. When they arrived they said that the vacuum was damaged. they only put new sunshine on the old one and dead mice and poop of these were still there. every time I call I am promised the sun and the earth and no one ever appears. but they also don't stop charging. I'm tired of begging for a service when I'm paying it. every time I call they repeat to me that they are going to send someone to clean or to do what was promised but they never do it, the sent someone one day and he found dead animals and said that it was true what had happened that he was going to call the supervisor outside, after the call he entered and said that they were going to return the next day with all the equipment for cleaning and never passed. I called and they told me that they sorry, they were going to call to see what happened and nothing yet. But the every month they take out a payment of 228.00 for a service that is not fulfilled. I want my money back.
Business Response
Date: 07/14/2022
Terminix International

July 14, 2022

Mid-South Better Business Bureau

BBB Case# ********
***** ******

To Whom it may concern,

On Wednesday, July 13, Service Manger ****** ****** spoke to ***** ******, after receiving a BBB complaint. ****** listened to her concern of no longer being able to afford her service due to upcoming legal costs. She stated that she was going through hard times and could no longer afford the monthly payments. She stated that her main concern was the exclusion work that was preformed as she was still seeing droppings. ****** told her that he would come to her home and perform an inspection. ****** arrived at ***** ******’s home on Wednesday, July 13, at approximately 3:30pm. ***** was not home but a relative was able to let him into the home. Upon inspection of the attic, ****** found that the insulation was perfectly intact and that the job was performed properly. There were no errors found within the insulation in the attic. ****** stated that he did see one dead mouse and a few droppings.

Our exclusion service is designed to prevent rodents from entering the home. Upon purchasing the service, the customer is entitled to free extra services and a service guarantee; therefore, if they have a continuing mouse issue, we will come back and reseal any existing holes and seal any new holes that rodents have created. If Mrs. ****** is having an ongoing mouse issue, we will gladly reservice her home to resolve any new issues she is having.

Mrs. ****** is aware of the free services as she has used them twice previously since her initial service on October 21. We visited her home on February 26, and May 11, to seal new entry points. From our conversations with the customer, it is our understanding that there are no issues with the services she purchased from Terminix but is experiencing financial hardship. I have included pictures from the inspection on July 13, as well her initial service ticket that shows the exclusion work performed.

Regards,

**** *******
Branch Manager
M: *************
E: k*******[email protected]
Business Response
Date: 08/16/2022
Terminix International

August 16, 2022

Mid-South Better Business Bureau

BBB Case#********
***** ******

Dear BBB Representative,

As previously stated, I went on site to Mrs. ******’s home and did a quality control check. The pictures we sent multiple times were to show that Mrs. ******’s home was properly installed with insulation. The insulation was priced at $5,000 and that has been completed. What Mrs. ****** seems to be upset about is that she still has mice in her attic. That service is residential exclusion and was charged at $900 dollars. The customer keeps stating the issues with the mice which is the “Residential Exclusion” not “Insulation.”

The Insulation and Exclusion are two completely different services. If Mrs. ****** is upset about still having mice in her attic, as we previously explained, she was entitled to unlimited free follow ups for as long as she was a customer. She instead decided to cancel the service of residential exclusion. Attic Insulation has nothing to do with mice getting into her attic.

As previously offered, we are willing to pay Mrs. ****** $900 since she still had mice activity; however, we are not willing to refund $5,000 as the attic has been installed with NY standard insulation up to the joists as seen in the previous pictures.

During my quality control check I only found one single piece of insulation left in Mrs. ******’s attic and made sure to send that picture twice previously. It wasn’t removed as it was near the soffit where the roof slants and no person can fit there. The one piece can’t be more than 2x6. Mrs. ****** stated that we did not sanitize or vacuum. Sanitize is simply just a spray. We do not vacuum. Mrs. ****** also states that her insulation is under our new insulation we installed but if you look at the pictures that were previously sent, this just isn’t true. If that were true, the insulation would be double the size and well above the joists in her attic. In conclusion, Mrs. ****** has stated multiple times of her frustration with the mice activity covered under residential exclusion. We are fully willing to refund her the $900 dollars she paid for it.

****** ******
Service Manager

Customer Answer
Date: 08/29/2022

Complaint: ********

I am rejecting this response because:
And as previously stated, THE PICTURES I SENT MULTIPLE TIMES, (ALSO SENDING NEW PICTURES WITH A PANORAMIC VIEW) . shows that the service was done the wrong way. The way the service was given did not comply with any of the parameters guaranteed in the contract.
Again, Terminix was hired to fix the problem with the mice, not to update my insulation. The payment of 5,000 was for the solution of mice. again, NONE OF WHAT WAS PROMISED IN THE CONTRACT WAS DONE.
I know they are two different services. so, it is why I’m requesting of my money in both.
First contract - the insolation: Was Terminix who INDICATED THAT THE ONLY WAY TO CONTROL THE MICE WAS TO REMOVE THE OLD INSOLATION BUT YOU ONLY PUT THE NEW ONE ON TOP OF THE OLD ONE.
AND I GO BACK AND LIST ON THE CONTRACT THAT WAS AGREEMENT FOR.
Remove the old insolation, clean the area y sanitize the area to control, them cover the hoes and put new insolation and like you can see on the pictures this was never done.
I paid 5,000 FOR ALL THE SERVICE. No for the insolation. I paid for a whole service and that's what I signed on my contract.
Again, the first contract was a service. it was to exterminate the animals. clean the attic of this.
And in addiction, I accept the contract also of exclusion for the year. ($900.00) That it was never done the same. just excuses to never comply. to which as much as I try to use my service you never fulfill.
And then you dare to say that I decided to cancel. I spent 5 months begging for someone to come and help me, but I never passed. I have rights to claim my money.
So, I’m entitled to have my $5,900.00 back for the job I paid and never was done.
And please see the pictures, and try to say that what I say it is no true.

Sincerely,

***** ******
Initial Complaint
Date:06/21/2022
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.
Terminix installed a crawlspace encapsulation and dehumidifier in my crawlspace over a year ago. As part of the warranty, they were to check the status of the work and equipment installed. I called customer service on 5/9/22 to request a service call due to an issue with my dehumidifier. An appointment was set up on May 28, however the service tech did not show up or call to reschedule. After several calls to customer service on 6/13/22 I was told my issue would be escalated to a manager and I would receive a call within 24 hours. It is now 6/21/22 and I have not heard from anyone (******************* - crawlspace manager). Terminix needs to live up to their warranty contract and provide the service that I paid for.
Business Response
Date: 07/22/2022
Terminix International

May 13, 2022

Mid-South Better Business Bureau

BBB Case# ********
***************************

To Whom it may concern,

Thank you for forwarding the concerns of this customer to ********************************************* so we may address any issue in a prompt manner. It is my goal as well as Terminixto resolve all issues with our customers in an expedient manner. Please be advised that we have reached out to ****** and discussed the issues with the dehumidifier constantly running, and the possible gaps in exclusion. We have a technician scheduled out there 7/22, 3-5pm.We will inspect the dehumidifier for issues, seal up any openings, and set traps for mice.

Sincerely,

***********************
Service Manager
P:************
E:***********************************

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