Complaints

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

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  Terminix

  150 Peabody Pl Memphis, TN 38103-3700

• 

  Terminix

  10160 Hwy 57 Counce, TN 38326

• 

  Terminix

  34 Locke Rd. Unit 1 Concord, NH 03301

• 

  Terminix

  1335 Donaldson Road, Suite 9A Erlanger, KY 41018

• 

  Terminix

  4455 Salzman Road Middletown, OH 45044

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:06/20/2022

  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.

  We have been under contract with Terminix since the beginning of 2022. There were multiple communication issues with several employees and we received information about arrival times, dates, and even the services being provided for a ***** issue at our rental property. These issues were finally taken care of, but it took weeks instead of days, and even realizing that the initial treatments given did not take care of the ***** problem. Here is the bigger, immediate issue:Our rental property runs through a rental agency. Bedbugs were brought in by a guest and were reported. We decided to use Terminix due to our pre-existing contract. Because we live in ***** and our property is in ********, and this was a dire need, we continued with their help even though our past experiences have not been good. Big mistake.I have been on the phone with different representatives with varying levels of authority no less than ten times since last Thursday, June 16th. On June 16th I spoke with Hunter and signed a contract for someone from Terminix to come treat our rental property in ******** for bedbugs. This contract cost over $1,000. No one contacted me on Friday or Saturday. I called Hunter and Terminix on Saturday - no answer, no one showed up. I waited until today, Monday 6/20. I have spoken with multiple people up the chain of this company. I have been given four different time spans and two different days by 4-5 different people. No one can agree on when the actual appointment is, and no one can give me a solid day which is a problem because my property manager has to be there to meet the company when they treat the cabin. I have paid $1,000 to Terminix and have now lost two bookings, costing us another $700-800, as well as our reputation as owners. There is still no solution or set date from Terminix, and the people I try to continue contact with do not return my calls. This is unacceptable, and horrible service.

  Business Response

  Date: 07/13/2022

  Terminix International
  
  
  
  July 12, 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 just spoke with this customer on and he has no problems or complaints.  We were at the property on 6/22 and performed a follow up service for bedbugs. **************** said he and his family were there over the 4th of July weekend and did not have any problems with bedbugs. This matter has been resolved.
  
  Regards,
  
  
  
  ***********************
  Service Manager
  P: ************
  E:**************************************************

• Initial Complaint

  Date:06/20/2022

  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 signed up for exclusion service. On 6/6/22 they were to come out on 06/08/22 to perform the service. They came out but did not have a ladder to complete the task. How can they when they had come out to survey before. They reschedule to 06/11/22 and no show. I called they said the manager will call back and no call. I texted the person that sold me the service and he was able to get someone out 06/14/22 to do the job. They said they completed the job but when I checked there were so many holes still not filled and or patch. I text the person who sold me service with pictures of the holes and all and he stated he would contact the manager. Did not hear back, after a few days I text him again and no response. I called and they told me someone would be contacting me that day and nothing. I called the next day they told me they created a ticket that if no one contacted me within 4 hours that the corporate office would get involved, needless to say no call back. At this point I am not even sure if they bombed the attic as they were supposed to as after service I did look up there and it was clear as day. I am about to try and call again. All I am asking for is for them to perform the service I paid for. They were to come out a few days after they said they completed the job and I never did hear anything. I did not ever think I would be treated this way from a company that was this big and well known. I attached a few pic of examples.

  Business Response

  Date: 06/29/2022

  Terminix International
  
  
  
  June 28, 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 I was unable to establish contact with ***** on 6/28/2022.  I left a voicemail informing him that we will be able to come out on 7/05/2022, from ****pm. That is the earliest availability that we have for our 3rd party roofers to go out and set the missing roof cages. The customer can contact me with any further questions or concerns.
  
  Respectfully,
  
  
  
  *****************************
  Service Manager
  P:  ************
  E:  **************************************

• Initial Complaint

  Date:06/20/2022

  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.

  The consumer hired the business to treat their home for pest. The business did not treat the residence properly and did not contact the consumer bad. The consumer had to pick another pest control company to complete the job. The consumer wants their money refunded $305.15

  Business Response

  Date: 06/23/2022

  Terminix International
  
  
  
  June 23, 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 I attempted to reach the customer twice by phone, but the call was intercepted by an answering service. I have left messages for the customer to return my call, but I have not received a response as of 6/23/22 -9:53am.
  
  We will be refunding the renewal payment ($306.15) that was made for their termite service.  I am actively working, taking the steps necessary to resolve the payment issue to the customer.  ************** may contact me with any further questions or concerns.
  
  Best Regards,
  
  
  
  *********************************
  Termite Service Manager
  P: ************
  E: *************************************

• Initial Complaint

  Date:06/20/2022

  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 contacted Terminix in early June to inspect my home for termites. They set up the appointment with ***** and all went well. ***** showed up on Friday told me it was going to be approximately $1000 to supply and install the inground termite bait. He also said it would me $885.00 for the treatments I would need for the year. I paid him $1000.00 while he was there and set up an appointment for the Monday to have the bait installed and the first treatment. That was the last of the process that went right. The service rep was to be at the house between ***** Monday and was to call me 30 minutes out to let me know when he was going to arrive. I received no call by 12:30 so I called ********************** had the service tech *********************** me, who said he was running behind. I had to leave and told him I left the door open and told him to do what he needed to do. About 3:30-4:00 ******* called and said he was done. I thank him and I thought we were done. I stopped by about 4:30 and seen the traps installed nicely. I went in the house and seen no evidence of anything being done at allI had tapped some blue arrows where I had seen termite issues. I seen no residue of treatment and the termite remnants were still where they were dry and undisturbed. So I call ******* he said he did a spot treatment, I said where, he was unable to tell me where so when I pressed him he said he had to come back on Wednesday with another set of eyesI have no idea what that meant and now I dont trust him. So I asked him to have his boss call me. A little while later I got a message from **** for me to call back. I called back and told **** what took place and he said he did not know Why ******* told me that he spot treated because ******* doesnt do that, and that another tech was coming on Wednesday to treat. I told them to be sure I got a call because the place was locked up. Wednesday came an no calls, I called **** and got no answer, at this point I have no TRUST in Terminix,

  Business Response

  Date: 07/06/2022

  
  
  Terminix International
  
  
  
  July 5, 2022
  
  Mid-South Better Business Bureau
  
  BBB Case# ********
  *********************
  
  
  
  To Whom This May ********
  
  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 We have spoken with **************** and reached a resolution. He would like a refund of $835 for the *** service that was not provided. We offered to provide the treatment regardless of if he got the refund or not and he refused the treatment. We have started the process of refunding $835 back onto the credit card ending in ****, per his request.
  
  Thank ****************************************** III
  Service Manager
  C: ************
  E: ************************************

• Initial Complaint

  Date:06/18/2022

  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.

  I have w contractual agreement with Terminix. They have been charging me for maintenance prevention. Ive had an ant problem for two weeks and Ive called twice and theyve said someone will contact me within 48 hours each time and no one ever has . Now I have ants everywhere including cars due to their lack of response. I must seek another company. Due to their failure to provide agreed services I would Like refund of all moneys paid to them. $750.00

  Business Response

  Date: 06/22/2022

  Terminix International
  
  
  
  June 21,2022
  
  Mid-South Better Business Bureau
  
  BBB Case# ********
  *********************
  
  
  
  Dear BBB Representative,
  
  Terminix received the above-referenced customer complaint and appreciates the opportunity to respond.I was in contact with this customer today and we have resolved the issue. All funds have been refunded to her. ***************** is good with everything and nothing further needs to be done.
  
  Terminix regrets any inconvenience this may have caused. The customer has the contact information for our local office if she needs anything in the future.
  
  Best Regards,
  
  
  
  *****************************
  Service Manager
  P: ************
  E: ***********************************

• Initial Complaint

  Date:06/17/2022

  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.

  Complaint based on non deliver of service as promised by company salesperson. Date of transaction: April 20, 22. Billed $800.00. Service promised: entire coverage of floor boards in crawl space to treat for wood eating fungus, identification of rodent dropping and setting of appropriate traps, removal of debris from under house, and sealing holes in ductwork. When contract was sent by email it only stated "related repair", however when this was brought up to salesman it was stated all elements discussed would be completed. Nature of dispute is that work could not have been completed as discussed in the timeframe that the technician arrived at my house, prepared to go under my house, perform services, and finish job (his time document 11:54 am - 12:12 pm). Salesperson would not return my phone calls or texts. Sent certified letters to local, head and corporate offices and still no contact. Contacted local office and general manager (May 31, 22) who assured that some one would contact me and come inspect (which did not happen). Contacted corporate office on two occasions (June 6 and 8) assured complaint would be escalated and I would be contacted within 4 hrs. of my call, with no contact as of June 8 when I called back and then assured that the manager, *************************** would contact me. It became apparent that there was no respect for me as a customer and this was just a run around, As of June 17, 22 I have received only bills for this work that I do not believe has been completed. My house is **** square feet and I followed the technician inside as he sprayed under the house, only a very small section directly after entering the crawl space could be heard as sprayed, I looked out and he was gone. A copy of the letter that was sent and signed for by the local and corporate offices is attached. At this point after so much time has passed with no contact by this company I need the contract cancelled, arbitration or another company to evaluate and complete the work.

  Business Response

  Date: 06/24/2022

  Terminix International
  
  
  
  June 23, 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 we have spoken with ************* regarding her concerns. We are expecting to receive an itemized list of them from her in the next coming days.  We agreed to a sit to address her concerns once the list has been received. During that time, we will review the original contract and ensure all originally contracted work has been 100%.  We will also discuss what can be done to fix her additional concerns. 
  
  Regards, 
  
  
  
  **************************
  Branch Manager
  P:************
  E:************************************************

• Initial Complaint

  Date:06/17/2022

  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.

  Date: 31 March 2022 Cost of Contract - $1841.50 Services Committed to by Vendor: Removal of squirrels in the attic and replace **************** vents with a rodent-resistant vent. Disputed Service: Terminix failed to replace the **************** vents with a rodent-resistant vent.Attempted Resolution: Terminix has not tried to resolve the problem adequately.Sales Agreement Number: ******** Customer Number: ******** Request Refund of $1300.On or about 31 March 2022, after reading several positive reviews and endorsements by entities such as This Old House, my wife and I decided to use Terminix to help eliminate squirrels in our attic. We were initially pleased with the estimator who came to the house and the team who installed the traps several days after we called. We paid about $1841.50, Sales Agreement Number ********, to remove squirrels and replace damaged vents in our residence located at *********************************************************. Our understanding was that Terminix had the experience and could quickly replace broken vents once the squirrels were gone. About a week later, when we were sure the squirrels were gone, our problems with Terminixs *******, ** office began. The project manager(s) did not promptly respond to repeated phone calls and emails. Calling the Terminix ************** number was useless. When we finally made contact, the project manager was rude, evasive, and non-commital. After an extensive exchange of emails, an apology, and a commitment to finish the work from the project manager, we decided to give the ************** another chance to make good on their contract. After another week and no proper follow-up by the project manager, we completed the repairs of the vents using other means. It has been over a week since our last contact with the ************** of Terminix. It has been more than three months since we heard from the estimator, who was part of the email chain, and we have heard nothing from Terminix *****************************************

  Business Response

  Date: 06/23/2022

  Terminix International
  
  
  
  June 22, 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 Service Manager *************************** has spoken with ***************** on multiple occasions. She was informed that replacement of the actual vents was not part of the original scope of work; therefore, there were not any additional charges. 
  
  ******* did agree to replace the vents as she had requested and informed ***************** that we would need to gain access to the space where the vents enter the home, to ensure proper connection.  She refused access, so we cannot properly perform the installation nor guarantee a proper install. We have already purchased the vents and can perform what it being asked if we are granted access to the inside of the home.  Until this happens, there is nothing that we can do to resolve this. There will be no approved refund as ***************** was not being charged for new vents.  I have attached a picture of the materials we purchased for the install.
  
  Thank You,
  
  
  
  ***********************
  Service Manager
  P: ************
  E: ***********************************

  Customer Answer

  Date: 06/26/2022

   
  Complaint: 17442656
  
  I am rejecting this response because: The Terminix Representative, *******************, performed a site inspection, including an evaluation of the attic. When ******************* completed the inspection, he commented that the attic was perfect and there was no need for anyone to enter it. ******************* also assured ** that a team would install rodent exclusion devices over the existing dryer and bathroom vents. He explained that after a week or so, time enough to allow the rodents to leave the vents, a Terminex Team would return and replace the temporary exclusion devices with a permanent rodent exclusion device. A vital feature of the warranty we purchased was that Terminix would respond quickly to any future intrusion of rodents in the attic.
  If the installation of the rodent exclusion devices was not part of the contract, **** should have explained the exclusion to us. Further,if the rodent exclusion devices were not covered in the contract, *************************** did not inform us of this in any telephone calls or email correspondence.
  That Terminix has not fulfilled its agreed-upon services by failing to install the permanent rodent exclusion devices is a misrepresentation of the agreed-upon services. Since Terminix did not fulfill its obligation, I am asking for a refund of $1,300. This amount is less than the total amount initially paid for the services. Terminix made two site visits and did provide temporary one-way wire mesh exclusion devices. They did not provide permanent rodent exclusion devices, and we have no confidence they can provide the follow-up services stipulated in the contract.
  Please note that with the assistance of a friend, I installed Rodent Resistant Vent Covers. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/08/2022

  Terminix International
  
  
  
  July 7, 2022
  
  Mid-South Better Business Bureau
  
  BBB Case# ********
  Brenden and *************************
  
  
  
  Dear BBB Representative,
  
  In response to the most recent letter submitted by ***************.  Terminix provided ***************** with an exclusion contract.  The contract states its the responsibility of Terminix to seal the home of any entry points for rodents including mice, rats, squirrels, and bats, as well as attach one-way doors that allow wildlife to exit and not re enter when necessary.  We have provided two exclusion services to date.  The initial service was on March 30, 2022, in which we sealed the home and attached 2 one-way doors, which allowed the rodents to exit.  On April 15,2022, we returned for an extra service to remove the one-way doors and seal the openings accordingly. 
  
  Terminix has completed the work that was outlined in the contract.  We offered to go and install the permanent vent covers as an additional service, at no extra cost.  She would not allow us in the home to ensure proper installation.  At this time,Terminix has satisfied what was stated in the contract and no refund will be approved.
  
  Thank You,
  
  
  
  ***********************
  Service Manager
  P: ************
  E: ***********************************   

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17442656
  
  I am rejecting this response because: We agree that Terminix made two service calls and provided a service contract, as stated in Terminixs rebuttal. We disagree that Terminix has completed the work stated in their agreement. During the second visit,***************************, Terminix Service Technician, assured us that the wire mesh he installed was only a temporary fix and that the service managers would soon provide Rodent Proof Vents as an acceptable solution. While it will exclude rodents,the wire mesh left the house open to the elements. The wire mesh did not meet our understanding of the service contract. My wife and I do not accept the wire mesh as an acceptable solution.
  After a passionate response from *************************** to allow him a second chance to make good on installing vents to replace the wire mesh, my wife provided ******* with several days when service technicians could come to the house and install the vent covers. The dates offered were to fit our previously scheduled appointments. Also, there was a forecast of severe weather the following week. With the house open to the elements, we wanted the vents installed. We specified in our correspondence that Terminix completes the work by a specific date. Terminix did not install the vents, nor did they respond promptly. I would also note that during the initial inspection of the attic area, the Terminix Sales Representative, *******************, told ** unequivocally that the technicians would not need to enter the attic. ******************* conducted a site inspection and, as a part of that inspection, entered the attic. With the assistance of family members, I completed the installation of the vents.
  In our offer to settle for $1,300, we acknowledge the work completed by the service technicians. We are not confident that Terminix has the will or the capability to fulfill the remainder of its one-year warranty. We are asking that Terminix review its position and refund the $1,300.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2022

  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.

  My first attempt to cancel service was April 23rd 2022 via email- no response. This company has wasted so much of my time. Since then I have been charged again and I have called several times and filled out 2 negative Surveys- my complaint started with pest service being not up to par. I spoke with your service ********* to face for him to leave wasp nest and cobwebs I even have several ant holes in my yard still and big that come inside the house and garage. I requested to cancel but the original guy bundled my service without my knowledge so I have to pay over 300 to cancel the pet portion. Originally I only wanted to cancel pest because why pay you to do something you dont even do? I have to go fix it every time. But now I want to cancel all of my service I wish to never deal with this company again. And I will not pay the cancelation fee. Not to mention not once has your team even offered to make it right and come out to fix it or redo my pest service to try to save me as a client. I had this issue escalated to manager *********************** in *********. Who was to push the issue off. He told customer service to email him my concerns yet wont call me back? What a joke. Coward. The lack of communication in this company and accountability it astonishing. I have never had such bad service in my life. Originally just upset about pest service but now with how poorly they have handled this Im disgusted with your company and Im completely done. I will get service with a locally owned company to void this company at all cost.

  Business Response

  Date: 06/28/2022

  Terminix International
  
  
  
  June 28, 2022
  
  Mid-South Better Business Bureau
  
  BBB Case# ********
  ***********************************
  
  
  
  Dear Sir or Madam,
  
  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 previously spoke with ************************* regarding her concerns.
  
  In the process resolving the customers request, a payment in the amount of $93.74 was automatically drafted on 6/28. The additional payment has been credited back to the original form of payment and the early termination fee ($243) has removed from the account. I have left a message with ************************* asking her to call me back to explain the circumstances.
  
  Sincerely,
  
  
  
  *****************************
  Service Manager
  P:************
  E:********************************************************

  Customer Answer

  Date: 06/28/2022

   
  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,
  
  ***********************************