Complaints

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

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  Urbanex Pest Control

  230 Great Circle Road, Ste 210 Nashville, TN 37228

  
• 

  Urbanex

  200 Turnpike Rd Ste 11 Chelmsford, MA 01824-4064

  
• 

  Urbanex Pest Control

  2000 Windy Ter Ste 21B Cedar Park, TX 78613-3578

  
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  Urbanex Pest Control

  249 Turner Rd North Chesterfield, VA 23225

  
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  Urbanex Pest Control

  1706 Louisville Dr STE B Knoxville, TN 37921-7103

  

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:06/05/2025

  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.

  Urbanex attempted to rip me off and cost me my mortgage in the process. I paid urbanex for a termite inspection required for a VA mortgage. They found no termites of course, but in an attempt to upsell me, they claim to have found water damage and made recommendations for termite control. I contacted them, and content that they got there said I would have to take them to court. No one could show me water damage. The appraiser was there two days prior and reported no water damage. I could find no water damage. I dont know what qualifies them to assess or even identify water damage. They lied about several things on the document as well, claiming that my basement ceiling was inaccessible due to it being a solid ceiling when it is in fact a drop ceiling, and claiming my attic was inaccessible to name a few. Completely unacceptable and I am sorry for anyone who pays them money for any service. Considering the money this is keeping me from I may also take them up on their suggestion and seek legal remedies.

  

  Business Response

  Date: 06/13/2025

  At Urbanex, we are committed to providing honest, professional, and transparent service, especially when working with customers navigating sensitive milestones like VA mortgage approvals. After reviewing the details and the attached inspection report, we would like to offer the following response.
  The customer scheduled a termite inspection with Urbanex on May 29, 2025. The inspection was completed by a licensed professional using the NPMA-33 form, which is the standard required for *** and VA loan processes. Our findings showed no visible evidence of wood-destroying insects, as noted in Section II of the report. However, based on visible signs observed during the inspection, our technician documented suspected water damage in the front-right walls of the home and made a professional recommendation for termite protection. This recommendation was not presented as a diagnosis or enforced as a required treatment. It was noted strictly due to standard industry practices requiring that conducive conditions for termites be disclosed, particularly when wood damage or excess moisture is observed. Urbanex did not pressure the customer into service or proceed with any treatment beyond the requested inspection.
  Regarding the dispute over the presence of water damage, we understand the customer and appraiser did not identify the same conditions. However, our technician followed required visual inspection protocol and noted suspected damage observed during the visit. We do not claim structural expertise beyond our licensed scope, which is why the NPMA-33 form specifically states this is not a structural or moisture assessment. The report advises that if buyers or lenders have concerns about reported conditions, they are encouraged to follow up with a qualified structural or moisture specialist. We regret that this recommendation may have contributed to confusion or concern during the customer's mortgage process.
  The customer also claimed that our inspection inaccurately described access to areas like the attic and basement ceiling. The inspection report notes the presence of obstructions such as fixed or suspended ceilings and stored items that limited access. These observations are consistent with national inspection protocols, which prioritize safety and accessibility at the time of inspection. For example, a drop ceiling can be considered limited access if its panels are not safely removable or if access is restricted by clutter, furniture, or risk of panel damage. Similarly, attic entries are occasionally deemed inaccessible if they are sealed, blocked, or otherwise unsafe to access. Our report accurately reflects what the technician encountered during the inspection timeframe.
  Lastly, we want to express empathy for the customers frustration and stress regarding the impact of this report on their VA mortgage process. Our intention was never to mislead, upsell, or create hardship. We understand how sensitive and time-critical mortgage approvals can be, and we deeply regret any impression that we were not operating in good faith. In an effort to resolve this matter, we are happy to offer a no-cost reinspection by a senior team member or coordinate with the ** or lender to clarify our findings. We want to ensure that all documentation is correct and the customer understands all findings documented on the complimentary re-inspection conducted with a senior team member, should they agree to this complimentary inspection. We hope this response clarifies our position and our sincere intention to resolve the issue in a professional and ethical manner.
  
  

  Customer Answer

  Date: 06/17/2025

   
  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 provided the company looks specifically at the area falsely reported as water damage, and when none is present, commits to amending the original letter with comments specifically addressing that they supervise the original inspector and that allegations of water damage and recommendations of termite remediation where written in error.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/29/2025

  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.

  ******* has not done service at my home man many times I am now moving and trying to cancel and they are chraging me a fee or determined to now do service which I have to pay for. I would just like to cancel without more service or charges.

  

  Business Response

  Date: 06/09/2025

  This customer signed up for ******************************************* on 6/21/25 and committed to allowing Urbanex to perform seven services at their home over the next twelve months. This customer did reach out to ********************** about having moved from their service address on 5/29/25. We completely understand that customers may move, and we offer a variety of easy solutions for this. Customers can take ********************** with them for free to their new home if they are moving within the service area, and if they are moving outside the service area, we ask them to provide proof of move to avoid early termination fees. Since this customer has only completed six of their seven services, we did request proof of move to avoid the previously agreed upon $175 early termination fee. The customer has not provided the change of address to Urbanex and has not contacted us since the conversation on 5/29/25. The customer can have their final service completed in June 2025, provide proof of move outside of our service area, or pay the early termination fee, as described in the service agreement this customer signed in 2024. 

• Initial Complaint

  Date:04/09/2025

  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.

  Complaint sent Feb ******* to their corporate office after numerous attempts to resolve the issue locally. No response received My name is *** ***** and I have been a customer for approx. 11 months. I am sending this email in hopes of getting resolution on my account. I live in the ******* area and have routinely received poor service. I complained and called to cancel a couple months ago and the lady offered me 50% off and a free reservice. (This was already the second reservice).I agreed and had my home reserviced. Not long after the problem persisted. I then called and text requesting to have those areas serviced by the tech upon the next visit. I was assured the drains / sinks would be serviced as requested.When the tech arrived I started to show him inside to service the drains and he said "we don't provide that service" I then told him that was the reason I had him come. He said he is there to only do the outside. I decided to end the conversation and contact the office later. I called and spoke with ******. I requested cancellation and explained the history and current issue. He was empathetic and assured me the account would be canceled immediately and I would net be charged. I received a bill for $135.00 I called back and spoke with ******. He said he was surprised I received that email. because he requested that I not be charged due to it being their fault. He stated he tried but could not change it but offered me a 50% discount coupon I was then transferred to a manager named ***** in *******. After explaining my situation and history at length he refused to help in any way. He only added an additional $150 cancelation fee. Making the total now $225.00 They are constantly calling, sending several emails and notices in the mail threatening collections. I am asking to not be charged for a service that was not provided as promised and not to be charged an early termination fee for canceling 1 month early due to poor service and services NOT received.

  

  Business Response

  Date: 06/18/2025

  After reviewing the account and service history, we confirm that he was a customer for approximately 11 months. We reviewed phone records, texts, and technician notes to piece together the full picture of what occurred. Regarding the concern about interior drain treatments, our services are structured around the specific pest issues reported and follow strict safety protocols. While we can target pest-conducive areas like sinks and drains, we do not pour liquid pesticides into drains. According to technician notes from the visit in question, the customer was under the impression that our technician would pour product directly into the drains. Upon hearing that we would not be spraying or pouring product into the drains, the customer chose to fully decline interior service. 
  Following this appointment, the customer contacted our office and spoke with our representative. According to account and internal notes, he empathized with the frustration and made an initial attempt to resolve the issue by requesting account cancellation and that no fee be assessed. Unfortunately, at the time, the cancellation request could not be finalized through the system due to one more service needing to be completed and due to a bill of $135 being issued. ****** then offered a 50% discount coupon as a compromise while continuing to try and escalate the matter internally. The customer was upset about the remaining $60 balance, stating ****** had told him he wouldnt owe anything. It was explained that his $150 cancellation fee had been billed, and according to his agreement, the full fee should have been $200. To help resolve the situation, we offered to reinstate his account and waive the cancellation fee, allowing us to move forward with continued service. We also offered to schedule a reservice so we could assess the ***** activity and determine if a different treatment was needed. The customer declined both the reservice and continued service. 
  However, his experience did not reflect the level of professionalism and care we strive to deliver. Our manager attempted to reach the account directly on 5/6 and again on 5/9 to resolve the matter. When we were unable to connect with him personally, we made the decision to fully waive all charges, including both the $135 service fee and the $150 cancellation fee, as a gesture of good faith. 
  At this time, this account is closed with a $0 balance, and no collection activity is being pursued since 5/09. Additionally, we have flagged his file to ensure no further communication is sent from our office out of respect for his wishes. 
  
  

  Customer Answer

  Date: 06/18/2025

   
  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:04/01/2025

  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.

  We have not gotten any service from this Pest Control since August and we did pay for that service in August. We requested a cancellation and a local manager told us they would close it and they havent all I want. Is this amount cleared off my name and anything that thats been submitted to any creditor taken away and all phone calls to cease.

  

  Business Response

  Date: 04/03/2025

  Upon further review of the account, this customer signed up with ********************** in June of 2024, the customer committed to 12 months of service based on the agreement that was signed prior to their first service being completed. The customer reached out in October to cancel their services. After learning that early termination would result in a cancellation fee the customer chose not to cancel ********************. In December 2024 the customer began threatening ********************** employees via text message and requested to cancel services again. The customer spoke to their assigned account care manager about the early termination fee and still chose to proceed with canceling the service. On 12/27/24 the cancellation fee was applied to the account and the account was deactivated per customer request. At this time, ********************** remains well within our agreement to charge the cancellation fee for early termination. The customer has not paid the early termination fee and will continue to receive notifications regarding the past due balance until the balance is rectified. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23146799
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 04/07/2025

  this is the conversation of the salesman and my husband after talking to the supervisor.   My husband and I were mis represented by this person.  He told us that there is a contract but we can call at anytime to cancel.   We have not had any services since August and don't owe them anything we have paid for all services that they have provided. 

  This is not a good business practice and I am hoping more people contest it.  

  The model works but the miss representing word magic to make a sale is not they way to do an honest business,  we were also instructed to ****** how good they were before they would leave the premises.    I would not ever recommend this business to anyone, not because they don't do a good job but because they don't honor their word.

  

  Business Response

  Date: 04/09/2025

  Thank you for your feedback. As outlined in our service agreement, the early termination fee applies when a subscription is ended before completing the 12-month term or the minimum of seven recurring services on a 60-day schedule. I understand your sales representative stated that you can call and cancel at any time, that is correct, and you were able to choose early termination. When you opted to cancel your services prior to completing the 12-month service agreement or the minimum of seven recurring services on a 60-day schedule, you chose the cancellation fee be applied to your account. As stated in the signed customer agreement, the early termination fee is equal to the discount the customer received on their initial service, in this case, $170.00. In total cancellation fee with taxes included is, $184.03, this fee was applied to the account on 12/27/24 when the customer chose to early termination. ********************** also reserves the right to apply late fees to accounts with outstanding balances after ******************************************************************** advance. This customer has made it very clear in multiple emails and text messages to Urbanex that they no intention of paying the outstanding balance on their account, resulting in a late fee of $15.00 being applied to the account on 126/25, making the total past due balance on the account, $200.27 for early termination and late fees. As described in the signed customer service agreement, ********************** remains well within our right to apply the cancellation fee and late fee. This customer will continue to receive notifications regarding the past due balance on their account until the balance has been rectified.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23146799
  
  I am rejecting this response because:

  I was not informed that by early termination I would have to pay any amount.   I was also given a contract on the phone and rushed into the service.  After asking the salesman several times if we could cancel he never indicated that we would have to pay fees and we certainly would not have agreed or allowed it we would have declined.  A business is only as good as its word and if this business is not standing by the word of its customers they need to be held accountable and act in honor.    Clearly the salesman admitted we could cancel,  but failed to mention the fine print that I would miss.  There is a yearly obligation and if early cancellation occurs there are fees.   This was NEVER mentioned by our salesman.  All I ask is this be cleared.   I obviously canceled for financial reasons and to have this company disregard my financial distress and then ask for money for no services rendered is not actually professionally or appropriately.   
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 04/09/2025

  I wanted to further add to what I just sent you that after we called the office and told them about the salesman. The office told us that they would close the account and never mention a $200 fee so they miss represented as well. 
   She did not mention that she would close out the account and we would build $200 so this must be common practice for this company to act in this manner.  
  I furthermore just received another invoice from urban X indicating they were going to be forwarding my account to a third-party and that is fraud youre not allowed to do that so Im speaking on behalf of my all caps name And if this is resolved, I will file fraudulent charges against Urbanex No creditor should be forwarding debts to a third-party

  

  Business Response

  Date: 04/11/2025

  As previously addressed, the signed customer agreement clearly states that early termination will result in a cancellation fee equal to the discount received on the first service. The signed customer agreement also explains that ********************** reserves the right to charge late fees for any outstanding balance over thirty days past due. The signed customer agreement also states that ********************** reserves the right to utilize third-party collections services to assist in the collection of payments over 60-days past due. Urbanex is committed to providing excellent services and an excellent customer experience. We rely heavily on our customer's cooperation to complete ******************** on the required schedule frequency, and timely payment of associated fees. At this time, Urbanex remains well within our right to require the early termination fee, late fee, and assistance of third-party payment collection services, meaning this individual will continue to receive notifications regarding their outstanding balance until the balance is paid. 

  Customer Answer

  Date: 04/21/2025

  I wish to file a complaint about the BBB if you are siding with a company who accesses the *************** window and then makes the consumer pay more money for services not rendered you are not for the consumer you are advocates the fraudulent system. 

• Initial Complaint

  Date:04/01/2025

  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 entered into a one year contract for pest control services in March 2023. I do not wish to continue with their service and the contract period is expired. I have made several attempts to cancel the service. I have made several calls and sent an email. They responded to my email, saying I can only cancel by phone. The problem with that is, when you call, if you choose the prompt that is for cancelling, they will not answer the call. If you choose a different prompt, the call will be answered right away, but they stated that it is a different department, they are unable to process cancellations. So essentially, they are making it impossible to cancel. I have screen shots to show my hold times.

  

  Business Response

  Date: 04/03/2025

  Upon further review of the account, this customer signed up with ********************** in April of 2024, the customer committed to 12 months of service including seven completed services based on the agreement that was signed prior to their first service being completed. The customer reached out on April 1st, 2025 to cancel their services.  The customer spoke to customer service agents who were unable to assist with the request and attempted to transfer the customer to the appropriate team. Our records indicate the customer hang up while being transferred. On 4/1/25 the cancellation fee was applied to the account and the account was deactivated per customer request. Although we are seeing an influx in calls at this time and hold times may be longer than usual, we have no record of multiple calls from this customer, or long hold times. The customer's request to cancel was processed same day, and the early termination fee was charged on 4/1/25 as well. At this time, Urbanex remains well within our agreement to charge the cancellation fee for early termination.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23145439
  
  I am rejecting this response because: this is completely false. I have screen shots of my call logs and hold times, but do not have time to reformat them for this system. I originally tried to call around 8:40am. I selected the option for cancellation. I was on hold several minutes. I hung up and decided to send an email. Sent the email about an hour later. I received an immediate response, that stated " I must speak with an Account Manager" and give me the number to call. I asked for a return call, and stated I had already attempted to call once. At Around noon, I called again. I selected the menu option for cancellation, I again was left on hold for 6+ minutes. I immediately hung up and called back, I selected a different option this time, and the call was answered right away. When I explained my issue, the *** offered to transfer me to that department, but by this time, I know the call will be left on hold, so I did decline that offer and hang up. So a higher than normal call volume does not explain why calls for cancellation go answered, consistently. 

  An Account Manager did eventually reach out. Only to demand the cancellation fee. Which is incredibly ridiculous because I have completed all the services stated on my contract. But I cannot cancel until 4/12. So either they are forcing me into additional services or a cancellation fee. This is unacceptable. Not only that, I have already made it clear in my previous calls that I have not been happy with the service! I have had to call for respray, several times. When I signed up, I was told explicitly that I would be allowed to terminate the contract if this occurred.

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/21/2025

  Upon further review of the account, this customer signed up with ********************** in April of 2024, the customer committed to 12 months of service including seven completed services based on the agreement that was signed prior to their first service being completed. The customer reached out on April 1st, 2025 to cancel their services.  The customer spoke to customer service agents who were unable to assist with the request and attempted to transfer the customer to the appropriate team. Our records indicate the customer hang up while being transferred. On 4/1/25 the cancellation fee was applied to the account and the account was deactivated per customer request. Although we are seeing an influx in calls at this time and hold times may be longer than usual, we have no record of multiple calls from this customer, or long hold times. The customer's request to cancel was processed same day, and the early termination fee was charged on 4/1/25 as well. At this time, Urbanex remains well within our agreement to charge the cancellation fee for early termination.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23145439
  
  I am rejecting this response because: they have just ***eated the same details as the last message. This business has less than ethical practices. I did not wish to continue service with this company. I completed all my services as agreed upon in my initial contract. They informed me they would performe an additional service, at a cost of $130. I did not want the service. I attempted to cancel, I was informed of the $150  cancellation fee. So either way, they are forcing me into either an additional service or a cancellation fee. Even though, I have completed all my services on my contract. ADDITIONAL MAJOR ISSUE: I called to cancel 3 seperate times, at various times throughout the day. Each time, when I selected the prompt to cancel, I was left on a lengthy hold 5+ min. When I called and selected a different prompt, the call was answered right away, but the ***resentative could not help me, only offered to transfer me to that department. I did say no thank you, and explained I had already waited on hold for sometime, and I did hang up. When I tried to send an email to request cancellation, they responded, the only way to cancel is to speak with an acct service ***. *** that is the problem, you cannot speak to an acct service *** once you inform them you would like to cancel. This is why I contacted the BBB. This is completely unethical! I have had many different services at my home, never have I experienced anything like this ever before. 

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/25/2025

  As previously stated, we have no record of hold times exceeding our company policies. We do understand and apologize that this caller may have experienced hold times longer than they would have liked. We do offer to schedule call backs for our customers convenience, and the call logs indicate this customer disconnected the call prematurely each time. This customer completed six of seven required serviced to complete their signed customer agreement.  The ******************** were performed on: 4/15/24, 5/22/24, 7/23/24, 9/17/24, 11/22/24, and 1/29/25. Since only six of the previously agreed upon seven services were completed, Urbanex remains well within our right to require an early termination fee. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23145439
  
  I am rejecting this response because: my contract states a services for ****** **** July, September, November of 2024 and Jan and March of 2025. They did not perform a service in March. 
  

  I also have screen shots of my call logs that day, where you can clearly see my hold times. Yes, when I did reach a representative, I did choose to end the call, after explaining myself kindly to that person. The representative only offered to transfer to the cancellation department and wait on hold with me. That was not a satisfactory solution, as I had already spent a substantial amount of time on hold. I asked if they could have someone call me back, they declined.

   

  The Huge Red Flag in this situation is the barriers to cancellation. I have never before experienced such blatant unethical business practices.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/06/2025

  As the customer stated in their rejection, the seventh service was not completed. On 3/31/25, the customer was notified of the upcoming service appointment scheduled for 4/2/25. In response to this notification of the seventh service, the customer emailed in a written request to cancel services on 4/1/25. Urbanex customer agreements clearly state that we do not accept written requests to cancel at this time, and any customers who would like to cancel their ******************** will need to speak with an account care manager. Again, we are very sorry that the customer experienced wait times longer than they would have liked, but we still do not see any record of hold times exceeding company policy. The customer did contact customer service multiple times and disconnect their call before they could be transferred to the appropriate team to assist with their request to cancel. Despite the customer being noncooperative, our dedicated team was still able to process their request to cancel the same day the request came in. Since the customer did not have their seventh service completed, Urbanex remains well within our right to require the cancellation fee. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23145439
  
  I am rejecting this response because: this is completely ridiculous. The seventh service was clearly scheduled for March. And was not completed. There was no communication as to why the service was not completed as agreed upon. So when I attempted to cancel in April, after my least date of service on my contract, there should be no additional fees. Could I have rejected the April ******** and cancelled free and clear on April 13? No, because you are clearly forcing me into additional services and fees that I do not want and did not agree on! 
  

  Im sure you can look back in customer profile and see, the ******************** I was provided did not meet expectations, and I had to call back several times for resprays. The web free guarantee was never honored. 

  The cancellation policy and procedure is what I have issue with. As I have clearly stated several times. They intentionally make it impossible to speak with someone, and do not accept cancellation in writing. 

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/20/2025

  As the customer stated in their rejection, the seventh service was not completed. On 3/31/25, the customer was notified of the upcoming service appointment scheduled for 4/2/25. In response to this notification of the seventh service, the customer emailed in a written request to cancel services on 4/1/25. Urbanex customer agreements clearly state that we do not accept written requests to cancel at this time, and any customers who would like to cancel their ******************** will need to speak with an account care manager. Again, we are very sorry that the customer experienced wait times longer than they would have liked, but we still do not see any record of hold times exceeding company policy. The customer did contact customer service multiple times and disconnect their call before they could be transferred to the appropriate team to assist with their request to cancel. Despite the customer being noncooperative, our dedicated team was still able to process their request to cancel the same day the request came in. Since the customer did not have their seventh service completed, Urbanex remains well within our right to require the cancellation fee.

• Initial Complaint

  Date:02/12/2025

  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 approached Urbanex about using services in November. I spoke to a representative on the phone and they sent me a quote. Ultimately I went a different way and signed no contract and ended communication. Several months have gone by and an Urbanex representative showed up at my house to "perform a service" I explained I never signed a contract and didn't want to pursue any business with them. Now almost daily I get a call or email from Urbanex telling me they cannot cancel a contract via email or txt. They say I must speak to a representative. Having never signed anything, I feel this is harassment and would like to eliminate all communication immediately.

  

  Business Response

  Date: 02/13/2025

  Dear Mr. ************** We reviewed the situation and found that while you spoke with one of our sales representatives and submitted an agreement on 12/13/24, the agreement was not signed. Although an appointment was scheduled, it appears this may have been done in error. However, we can confirm that the appointment was canceled, and no charges were applied.
  To ensure clarity, we have fully canceled your account, and you will not receive any further communications from us apart from a final confirmation email. If you have any further questions or concerns, please feel free to reach out.
  

  Best Regards, 

  Urbanex Pest Control

  
  

  Customer Answer

  Date: 02/13/2025

   
  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:11/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being bullied into a contract I never signed for by "Urbanex Pest Control". They keeping adding for services contracts that I never agreed to & have called to talk with them but say I did agree to a contract. I never signed anything physically or online & are trying to charge me a $300 cancelation fee. I originally only agreed to a free month try & then a 1-month service but again they claim I agreed to a year then after I let them bully me, they just added another year without even contacting me. I had already said in a call to the office that I will not & do not want to continue & yet they did attach another year. The service also says there would be no cancelation penalty. I have been scammed by them need help please.

  

  Business Response

  Date: 12/06/2024

  We take all customer concerns seriously and appreciate the opportunity to clarify the details of this situation.
  
  The customer entered into a one-year agreement at a rate of $120 per service, with treatments scheduled bi-monthly. For reference, we have included the signed agreement on file. Upon completion of the one-year term, services continue at the same frequency until canceled by the customer. In accordance with our policy, we require a 30-day notice for cancellation after the agreement term has ended.
  
  As outlined in the agreement, cancellation requires a verbal discussion with an ************ Manager to ensure all necessary steps are completed. If the customer wishes to discontinue ********************, they must contact an ************ Manager directly. Since the agreement has been fulfilled and more than 30 days remain before the next scheduled service, there would be no cancellation fee.
  
  If the customer believes the signature on file is not theirs, we would be happy to review the situation further if documentation can be provided to support this claim.

  Customer Answer

  Date: 12/06/2024

  Yes, I have already attempted these steps & they keep trying to charge me a cancellation fee & have already forced another year schedule on me. Also, when I sighted, I had stated that I was told it would only be a month trial. Ive seen several people have the same issue with this company. My service should have ended in September.

  Customer Answer

  Date: 12/10/2024

  Yes, I have already attempted these steps & they keep trying to charge me a cancellation fee & have already forced another year schedule on me. Also, when I sighted, I had stated that I was told it would only be a month trial. Ive seen several people have the same issue with this company. My service should have ended in September.

  

  Business Response

  Date: 12/30/2024

  Dear Mr. ***************** you for bringing your concerns to our attention through the Better Business Bureau. We value your feedback and the opportunity to address your concerns.
  After reviewing your account, we would like to provide some clarification:
  Agreement Terms: You signed an initial one-year agreement with Urbanex Pest Control on June 8, 2023. This agreement did not include an automatic renewal clause, meaning that after the first year, services transitioned to a service-to-service basis.
  Cancellation Policy: As part of our service terms, we require a 30-day notice before your next scheduled appointment if you wish to cancel services.
  Account Status: Your account was cancelled on December 10, 2024, due to unsuccessful attempts by one of our ************ Managers to contact you. Because your initial agreement period had already ended, your account was cancelled without any cancellation fees. Additionally, your account currently shows a zero balance.
  At Urbanex, we strive to maintain transparency and provide high-quality service to all our customers. We apologize if there was any miscommunication or misunderstanding regarding your service agreement or cancellation process.
  If you have any additional questions or need further clarification, please dont hesitate to reach out to us directly at ************. We appreciate your business and the opportunity to resolve this matter to your satisfaction.

  Customer Answer

  Date: 12/30/2024

  I wish to add that they indeed show they continued service past the agreement when I had requested to stop. It shows the contract states that it started June of 2023 & so should have ended June of 2024 but they did not close it until December 10th after which I reached out to BBB about their actions. I still was forced to pay for services I did not want & should not have gotten 5 months after the contract date. However I am satisfied to be done with that business & want no further contact with them.
  

  I have added the last payment I had to send from a service & the date shows it was November 2024, 4 months when I should not of had service to be charged for. 

  Customer Answer

  Date: 01/06/2025

  I wish to add that they indeed show they continued service past the agreement when I had requested to stop. It shows the contract states that it started June of 2023 & so should have ended June of 2024 but they did not close it until December 10th after which I reached out to BBB about their actions. I still was forced to pay for services I did not want & should not have gotten 5 months after the contract date. However I am satisfied to be done with that business & want no further contact with them.
  

  I have added the last payment I had to send from a service & the date shows it was November 2024, 4 months when I should not of had service to be charged for. 

• Initial Complaint

  Date:10/07/2024

  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.

  On June 19th 2024 we had one sales representative come to our door late at night. My husband and I tried multiple times to turn this guy away as we literally just signed up for pest control with their competitors and told the representative this. The sales representative told us that he would match the price of his competitors monthly and that he would give us a free mosquito treatment and that they would buy out our contract with essential. With the buy out and free treatment we thought this was a good deal and decided we would give them a try. The next week I called the pest control Essential to get the balance of the early termination fee to let Urbanex know and was told it would be $325.00. I then called urbanex to go through the steps on how to pay that off and be customers with them and instead got transferred to an account manager who proceeded to tell me they do not buy out contacts and that they only give $150.00 tops in credits. I asked if I could speak with a manager about this because this was not what the sales representative was telling people and we didn't even want to sign up but the promises that the sales representative was giving was too good and then to be told it's not being honored... I would just like to cancel this and because we were lied to please not be charged the early fee as this was not our fault but the sales representative. I told the account manager I would be in a meeting but would call him back if I missed him. He calls during my meeting on August 8th and then I couldn't get a hold of him again until August 20th.. when **** could absolutely careless about what his technicians are telling people and even made a lie up saying that the sales manager was with him and saw us agree to $200.00 credit. There was one guy at the door and he wasn't a manager. Now we are being harassed by this company for $200 early termination fee even though they didn't honor anything they said they would at sign up.

  

  Business Response

  Date: 10/09/2024

  As stated in the previous complaint response from 08/21/2024, we strive to ensure all cancellations are processed smoothly and efficiently. Upon reviewing the account history, I would like to summarize the key details regarding the customer's subscription. The customer enrolled in a Pest and Rodent subscription through a door-to-door sales representative on June 19th, 2024. Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. On August 20th, 2024, the customer contacted us to cancel the subscription. We explained the cancelation process and the customer then began using profanity towards our account manager and stating that she never agreed to a $200 cancelation fee. We then explained that the cancelation fee is the amount that was discounted off of the initial service price. The price before the discount was $300, we gave her $200 off and only charged $100. We also covered $200 from her previous company's cancelation fee and added it as a credit on her account with us which paid for the initial service and most of her first bi-monthly treatment, leaving $10 for the customer to pay. Customer called the account manager a liar, said to cancel the account, and hung up. It is important to note that the agreement that was signed includes the payment and service schedule and clearly states in bold print that the subscription is for an initial period of 12 months above the signature line. Our cancelation policy is also included under number 8 in the terms and conditions of the agreement. We have also taken the liberty of sending another copy of the agreement to the customer for review via email.

  

  Business Response

  Date: 10/09/2024

  This is the second complaint we have received from this customer. If additional information is required, please let us know. 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22389437
  
  I am rejecting this response because:
  

  They are lying with everything they say. The reason I called back in June wasn't to cancel. In fact, it was to proceed with the deal the sales *** offered my husband and I.  

  I was calling to see how Urbanex took care of our current pest control company as the sales ***resentative promised our current pest control fees would be taken care of if we went with them after we explained to him we literally just signed up with his competitors last week. 

   

  When I called the first time it was when we got the current pest controls cancellation fee of $325.00. I called them to figure out how it worked since we were told this would be taken care of from the sales ***resentative and the main reason we signed up. 

   

  The sales manager told us that they usually don't take care of any cancellation fees unless it's credit and never more then $150. I told the sales manager that this was NOT what was explained to us. That the door to door salesman told us that they would give us a free treatment that evening, that monthly would be $55.00 and that the cancellation fee from our current provider would be taken care of if we went with them which was a big deal since we literally just signed up with our other pest control. I said if they were not going to honor what the sales ***resentative told us then I needed to cancel because we were obviously lied to just to sign up... He said he didn't have authority to do but would have **** his " higher up" manager talk to me. I told him I had an important meeting that day at 4pm but I would call him back if he called during that time. **** called me that day at 4pm and when I tried to return his call he never called me back . I didn't hear anything so I called and got the sales manager again who told me **** would call me and never did. He said there was a note on my account about agreeing to a $200.00 promotion and I had no idea what he was talking about because nothing was talked about. I then called in August and got the sales manager again and told him I needed to speak with his manager today because I couldnt get ahold of him and I wanted this taken care of. When I finally wouldn't hang up the phone ****, the manager of all managers, basically could careless about what we were told from the sales ***resentative/door to door salesman and even lied and said there was a manager present at the time of the sale... Which isn't true as I have a ring app and have this interaction recorded with just one guy present.  He said he was going to do absolutely nothing and on top of it add on the $200.00 fee to cancel... And that's when I got upset and said I hope he has a " fing horrible day" because what kind of so called highest manager has a company that plays dirty and stands behind their sale ***resentative that are telling people the wrong information just to get a sale ... And at least not charge them for not honoring what was told to them. I never called to cancel until what what told to us wasn't honored. This pest control people are known in our entire neighborhood for being awful and not knowing what they are doing... It's a blessing I guess to not be customers of theirs anymore... However. I do not feel like it's right to be charged a cancellation fee when what this company said wasn't honored which is why we had to cancel in the first place. .  They can say I used " profanity ' and I should have said" I hope he has the day he deserves" but I couldn't believe that a manager I wanted to talk to for two months was defending the lies and just as dishonest as the sales ***resentative and blaming the customers for it.  Why would we look for another pest company a week after sign up without the promise of them taking care of the competitors early termination fee ? We told this company we weren't interested over and over and over again.... It was late at night and didn't want them to do business with until they said they would take care of everything...  

  This company needs to stand by what their sales ***resentatives are telling customers and if they aren't then something needs to be done about them. 

  Sincerely,
  
  **** ********

  

  Business Response

  Date: 10/25/2024

  We take all customer concerns seriously and would like to clarify the details regarding this situation. The customer signed a one-year agreement at a rate of $110 per service, scheduled bi-monthly. To facilitate the cost of our services, we have structured the payments at $55 per month.
  We also offer a credit to the account for customers who transition to our ********************. Please note that any cancellation fee from the previous pest control company exceeding $150 requires approval from higher management. We apologize for any miscommunication regarding the credit from the previous provider.
  Our door-to-door representative secured an additional $50 approval, resulting in a total credit of $200 applied to the account. We would be happy to review any relevant camera footage provided by the customer and consider issuing additional credit after the review.
  The manager overseeing our account care team communicated to the customer that our door-to-door representative had received approval from the sales manager to cover $200 of the cancellation fee with the previous pest control company. It is important to clarify that the account care team manager was not suggesting that more than one person was present during the door-to-door sales interaction. Unfortunately, we must adhere to the signed agreement, which includes a cancellation fee for discontinuing services early. At the time of the sale, the representative did not have sufficient information to approve a $325 credit, as the customer was unaware of the exact cancellation fee.

• Initial Complaint

  Date:10/07/2024

  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.

  In June a door-to-door ******** came and offered me pest control services. He lied about the price, the frequency of service, and the ability to cancel. I asked him point blank if I could cancel and he said there was no contract and I wouldn't be locked in, so I could cancel any time. Well as soon as I realized they were coming on a different schedule and the cost would be different, I started trying to cancel. I work at the same time as their business hours so it was hard to get on a call with them. I communicated in writing that the technician who came for the next service should NOT service my house. He did so anyway. In an attempt to just have it all done with, I just paid the whole balance even though I didn't authorize the second service. I called to cancel and the man refused to let me speak to someone else, told me I "should have read the contract" and told me I was locked in for a year and would have to pay $150 to cancel. He had zero empathy for the fact that his salesmen are out here lying, and said "they should've told you that" when I told him they did not. It was a very frustrating call because he was not at all helpful. I told him to bill me the $150, because this is absolutely absurd. They're deceptive and offer no recourse.

  

  Business Response

  Date: 10/07/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. The customer signed up for ******************** on June 8, 2024, with the initial service completed on the same day. We returned on July 22, 2024, for their first bi-monthly service, and conducted another treatment on September 18, 2024, in accordance with our agreement. Our office attempted to contact the customer regarding their overdue balance but did not receive a response. The first communication from the customer occurred on September 25, 2024, via text message, in which they requested to cancel their account. We made further attempts to reach out by phone and text but again received no response. On October 5, 2024, the customer paid the outstanding balance of $275 and subsequently texted us demanding immediate cancellation of their account. On October 7, 2024, they called our office and spoke with an account manager on a recorded line, who offered to adjust the service frequency from bi-monthly to quarterly to reduce costs, but the customer declined this option, opting instead to proceed with the cancellation fee. We proceeded to close the account and sent an invoice via email as requested during the call on October 7, 2024. The current balance on the account is $150 for the early termination fee, as stipulated in the agreement, which has been sent to the customer for their convenience. Regarding the "Repair Issues" noted by the customer in this complaint, we have found no record of any issues documented in the account or any communication from the customer indicating a need for repair.
  
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22389379
  
  I am rejecting this response because:

  The company states that Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. Those are empty words when so many customers have reported the opposite, and absolutely no support provided when that isnt the case. I have no idea what repair issues theyre talking about unless I accidentally clicked a wrong button. My issue is with the lack of customer service and support. The cancellation fee should be waived.

  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 10/25/2024

  We take all customer concerns seriously and would like to clarify the details of this situation. The customer entered into a one-year agreement for our services at a rate of $130 per service, scheduled bi-monthly. Our records indicate that no other pricing was discussed or agreed upon.
  Additionally, we have no records of any requests from the customer to cancel any appointments. If the customer can provide written communication indicating a request for service cancellation, we will gladly issue a refund for that service.
  During the conversation on October 7, 2024, our account care representative offered multiple resolutions and informed the customer that they were the appropriate point of contact for account cancellation. At no point did the representative refuse the customer the option to speak with someone else.
  Regrettably, we must adhere to the terms of the signed agreement, which includes a cancellation fee for early termination of services. However, we value our customers and strive to provide solutions that meet their needs. We would be pleased to waive the cancellation fee if the customer is willing to allow us the opportunity to rectify this situation.
  

• Initial Complaint

  Date:09/23/2024

  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.

  On 5/8/24 a salesman came to our home to get us to purchase a service agreement with Urbanex Pest Control. When discussing the price we were told by the salesman that we could pay $60/month or pay $120 every other month. My husband point blank asked if it was for a monthly service and we were told yes we would have service every month. I chose to pay every other month. We had our first service on 5/9/24. On 6/11/24 we had our second treatment. We did not have any service in July and on 8/1/24 we had a treatment. I logged into my customer portal on 9/21/24 to see if I could message regarding my account as we had not had any service for the month of September. This is when I looked at what was documented for the visit on 5/9/24. The tech documented that he performed service inside our home. He went into great detail on what he did. I am not sure how he was able to do this as no one was home to allow him entry. This was total fabrication on the techs part. Today I was told that our contract is for service every other month and not monthly as we were told. I decided to cancel my contract as we have been lied to twice by this company and we do not have confidence in them to do what they promise. No one returned any of my calls earlier today or replied to my emails but they were quick to debit their $200 for my cancellation penalty once I was fortunate enough to speak to someone. The salesman completely misrepresented what we were agreeing to.

  

  Business Response

  Date: 10/02/2024

  We apologize for any frustration this has caused. We strive to ensure that all cancellations are handled smoothly and efficiently. Upon reviewing the account history, I would like to provide a summary of the relevant details. The customer subscribed to our Pest and ************** through a door-to-door sales representative on May 8, 2024. Our representatives are thoroughly trained to conduct their interactions with integrity and professionalism. We offer same day services when applicable, which does raise the price compared to our competitors. We understand this is where the miscommunication happened. To help with the cost it is at our customers discretion to choose monthly payments and we offer complimentary re-services between regular paid services. I have reviewed the May 9, 2024 appointment and have concluded the products used were not sufficient enough to complete the service. We are refunding the $200 cancellation fee back to the customer.

  Customer Answer

  Date: 10/02/2024

   
  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.
  
  Sincerely,
  
  ******* *********