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:07/29/2024

  Type:Product 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.

  Bugman employee *********************** assessed my house for mice removal on July 14, 2024 and sent an email of a list of things to do and a price, $1,850.00 I was not asked to sign a contract. I only had ***** email listing the duties. I spoke to the secretary the following day to firm up a date of work and told her I would pay the day the work started and the other half when it was completed. I paid with a credit card $ ****** on Wednesday, July 24, and said I would not like her to automatically charge me for the rest. I would call when the work was completed, and then she could charge me. The work, which started on Wednesday, July 24, was not completed by the end of the day. In speaking to the secretary and the *******, they both said they did not have a list of ****'s email or did not understand what it said. I documented by email and phoned the Bugman office of what the problems were. Workmen returned the following days, 25, 26, admitted they were having problems with communication among the staff or lacked certain materials that were on the list. On Friday, July 26, 2 items on the list were still not complete. I called and spoke to the secretaries and wrote an email documenting a description of the unfinished job.They did not respond to my email and proceeded to withdraw the balance of $****** from my bank without my knowledge or consent. I only discovered it today, July 28, 2024.

  Customer Answer

  Date: 07/30/2024

  UPDATE: for BBB account ID ********.   

  
  I rechecked my account to make sure of the  payment that was made on my **** on Wednesday, July 24.  Correction.   It was not $925.00.  It was $1,010.00.
  $925.00  payment was again withdrawn from my account on July 27th without my knowledge or consent. 
  The total that has been withdrawn in $1,935.00.

  
  On Sunday evening, July 28,  *********************** called me.  He said he had just received a copy of my e-mails that I had sent to the secretaries and manager.   He is the worker who initially came to my house to make the list of duties and put the prices on them.  He wanted to talk to me to clear up the misunderstanding.
  I told him I was busy and would call back later, but after what happened, I  found it inappropriate to get a call on a Sunday, that it was an employee and not the manager, and that the call was not being recorded for proper documentation. 

  I did not call him back.  I sent him the following e-mail and copied the secretary.  I did not copy the manager,  *********************, because I noticed that my other e-mail to him went directly to ********:

  
  From: ***************************
  To:*********************** <**************************************************>
  Cc:****************************************************
  Mon 7/29/2024 8:47 PM
  
  Dear ****,
        Any further communication between client and business will be done  by the Better Business Bureau.  I filed a report with them,  and they will be getting in touch with the business there in *******
  Sincerely,
  ***************************

  
  TODAY,  July 30, 2024  I received another bill through email from the Bugman for $125.00.  I just looked at  my Bugman account on line.  It is at 0  balance. That means, once again,  they must have automatically withdrawn $125.00 from my **** without my permission or knowledge.

  Business Response

  Date: 07/30/2024

  Refund in the amount of 925 has been issued. We have been unable to get in contact with ******* since last friday. Her phone goes to voicemail. Our office staff processed the remaining amount on Friday as part of an automated process thinking the worked had been completed on Thursday. We had a manager go back out on Friday and was able to complete the work but did have some confusion in regards to what the sales person **** had meant or sold in regards to plumbing entrances. The pest control was also declined by ******* and that ticket/service and amount was voided and not included in the 925 dollar remaining balance. We issued a refund in the amount of 925 dollars back to the credit card on 7/30 which will take a few days to process back onto her card. We feel we have done everything we could have to satisify the homeowner but could not meet her expectations and have issues a refund for the remaining balance.

  Business Response

  Date: 07/30/2024

  The amount 1010 which was paid on 7/17 also included a termite renewal service for their anual renwal and inspection.  925 which is half of the exclusion amount of 1850 plus the 85 termite renewal warranty payment that was due as well. The remaining 925 was charged on friday morning 7/26 which did not include the pest control that was not completed. That ticket was voided and no charge was incured for that service. We have since refunded the amount of 925 that was charged to her card on 7/26. We feel this is much more then the amount of work she feels was not completed. The portion she is saying we did not complete was only quoted as a poriton of the 300 line item. (interior exclusion behind the stove and recheck/sealing plumbing lines $300) as seen on the original quote and emails submitted. The pest control was never completed as stated and did show up on the account but was never charged and voided the following day, the 125 dollar amount was not included in the 1850 and was in addition as seen on the original quote. I have also attached a screenshot of the charges on the account she has stated showing the Termite renewal for 85 as well as the charges and voided Pest control with a V next to the ticket being voided.

  * remove existing insulation and install T.A.P insulation. (Thermal,Acoustic,Pest)
  To R-38. $1000
  * Attic sanitation $400
  * Pest 365 $125 initial $100 quarterly
  * Hvac Flashing $150
  **** interior exclusion behind the stove and recheck/sealing plumbing lines $300**** ---- Item and work in question.
  
  
  Total $1850 plus $125/$100 Pest control

  Customer Answer

  Date: 07/30/2024

  UPDATE :  for BBB account ID ********.   

  
  Around 2:15 I received a call from the manger,  ***********************.  I screened the call and did not answer.  In the voice mail he left,  he said my $925.00 had been refunded and to please call him.    He knew I had written saying that there would no longer be any communication between us except through BBB, yet he called twice.  The second time he called, I again screened the call and did not answer.  He wrote the following  e-mail a few minutes later:

  
  ***************************;**********************************************************>
  To:***************************
  Tue 7/30/2024 2:34 PM
  *******
  I just wanted to reach out to inform you that a refund to your card in the amount of 925 was issued this morning when we realized that it had been charged and the work had not been completed to your expectations as of last Friday. 
  Feel free to call me on my personal number at ************ to discuss as your phone goes directly to a voicemail.
  Kind regards
  *******************************
  *******************************
  Branch Manager
  
  
  The Bug Man
  **********************
  ******, ** 37167
  
  AFTER READING THIS EMAIL:  I would like the record to show here that I called ***************** office Thursday, July 25 and asked to speak to the manager about ******, the man in charge of the work at my house.  ****** told me directly on Wednesday that he had completed the Hvac seal on Wednesday.  When I checked it Thursday,  it had not even been started.   I told the secretary that ****** had basically lied to me.  I therefore no longer wanted him to be in charge of the project.  She got the manager on the line, evidently spoke to him and then she told me the manager  would not speak to me. I repeated her and said, He is refusing to speak to me? and she responded that he would have ****** take care of it.  ****** came on Thursday, did ONLY PART of the work, so did NOT complete the work, and when he left, he told my husband (who had to stand there and watch him work to make sure he did the work) that he could NOT come back until the following week. I called the secretary again to report this and wrote more emails.   It was one of the other employees,  ****, who came Friday,  who told me ****** would be coming Friday to complete the work on the Hvac seal.  I had no heads up or record of this from any secretary, so I called, wrote an email, and requested that I be advised as to what time ****** would be there.   ****, who also came Friday,  brought the incorrect spray,  which I refused because it was not the one listed on the list,  so spraying was NOT done, yet I was charged  $925.00  immediately after they both left.  

  
  I want to thank BBB.  *********************** had the opportunity to speak directly to me on Thursday, but he refused.  His email to me today,  Tuesday, July 30, 2024,  offering to speak to me and to refund the $925 is a direct result of his hearing from BBB.

  
  I will click on the accept business response   when I see the full refund of $925.00  in my bank, which should be in a few days, so will be well within the 10 day limit.   

  
  Again I cant thank you enough for your quick, thorough, professional work on all this!

  Customer Answer

  Date: 08/01/2024

   
  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.  I have just received the refund in my bank.  
  
  Sincerely,
  
  ***************************