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 Pest Control

  254 S Maestri Rd Ste 2 Tontitown, AR 72762-1052

  
• 

  Urbanex Pest Control

  3104 Cherry Palm Dr Ste 240 Tampa, FL 33619

  
• 

  Urbanex Dallas. LLC

  12900 Valley Branch Ln Ste 404 Dallas, TX 75234

  
• 

  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:08/27/2024

  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.

  Salesman came to my house told me they could control the mosquitoes spiders and pests from coming in the house they would clean all the ***** all the way around my house and would come and Retreat as necessary I have left several messages with them about spiders being at my back door and mosquitoes eating me up and no one has tried to call or email. This is a breach of contract and as such would like a refund of ****** and the contract be terminated

  

  Business Response

  Date: 08/28/2024

  We apologize for any frustration this has caused. We strive to ensure all complaints 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 subscribed to a General Pest ********************** service through a door-to-door sales representative on June 27, 2024. Our representatives are extensively trained to conduct their interactions with integrity and professionalism. On August 9, 2024, the customer left a voicemail requesting to cancel their subscription. This is the first communication we have received from the customer to date. Despite our efforts to return the call, we have not yet received a response. Please note that the current subscription does not include mosquito control, as this requires a separate subscription. However, we offer complimentary reservices for issues such as spider infestations. We are eager to address any concerns the customer may have and resolve this matter. If the customer wishes to proceed with the cancellation, they should contact our office at ************ to speak with their account care manager.

  Customer Answer

  Date: 08/29/2024

  The salesman did tell me I would have mosquito control I would have never signed up for just spider as I already had that it just really hurts my feeling that a company owned by veterans will treat a 27-year ************ veteran this way trying to to collect money that they didn't earn

  

  Business Response

  Date: 09/06/2024

  As previously communicated, mosquito control services are not included in the customer's current subscription plan. We apologize for any confusion this may have caused. To avoid any other misunderstandings, we recommend reviewing the agreement thoroughly which has been re-sent to the customer and uploaded to this complaint for convenience. All covered pests are listed above the payment and service schedule. Should the customer wish to explore alternative solutions to cancellation, our ************ team is available to discuss additional options and provide assistance. 

• Initial Complaint

  Date:07/30/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tools that Urbanex use to knock down spider webs in high difficult areas caused damaged to the soffit. I provided documentation to one of the field supervisors and I have not heard anything back. See the attached documents of the tool used by the company. Please provide or assist me with any information to help resolve this issue swiftly.

  

  Business Response

  Date: 08/09/2024

  Upon further review, a manager was able to go to the customers home and inspect the issue with the soffit on 8/3/2024. Upon arrival and inspection, the manager noticed that the tract was not properly installed and the issue was not caused by the technician. The manager was still able to fix the problem for the customer and the customer was happy with the results on 8/3/2024. Based on our communication records, we believe the issue to be resolved without any financial compensation since it was not caused by the service technician.

  Customer Answer

  Date: 08/19/2024

  Urbanex came out and fixed the soffit tract. Thank you! I was trying to cancel this complaint, due to the manager reaching out to me. 

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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 reached out to Urbanex in February 2024 to tell them I was moving and no longer required their services as my contract expired. The girl on the phone said just hold off, I said whatever. In May I received a text that I had a service delay due to a holiday. I called and told them I never authorized a service. She tried to bully me into accepting 1/2 fees, etc and said it was her fault in February for not advising me that I had 30 days to cancel my contract. I had canceled at the end of my plan which was one year. I asked for proof that I received notification in writing that I was being serviced in May, to date, have received no response except for various harassing text messages and phone calls (which I opted out of) as well as an email that I have a balance. I would like Urbanex to leave me alone as I owe them nothing. I asked for my contract to be terminated as required. Their pushy sales people are not my problem.

  

  Business Response

  Date: 08/09/2024

  Upon further review of the account, the cancellation fee was applied to the account as outlined in the customer agreement. We have removed the cancellation fee balance from the account as of 8/6/2024 since the customer did complete their agreement with us prior to 5/24/2024. We were unable to contact the former customer directly about the changes to the account balance due to opting out of all communication preferences since canceling in May 2024. 

• Initial Complaint

  Date:07/01/2024

  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.

  These people came around door to door. I used and paid them twice. I want to cancel the service. They want to charge a cancellation fee or hold me hostage for another 2 services. This is a simple business transaction wherein the client wants to stop services. They act as if it is some sort of subscription service with a 179 cancellation fee. Atrocious.

  

  Business Response

  Date: 07/15/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. On April 12, 2024, this customer enrolled in our Bi-monthly Pest and Rodent Control subscription and received the initial service on the same day. We returned on June 6, 2024, as per the agreement, and performed the scheduled service. On July 1, 2024, the customer contacted our office to cancel the subscription due to cost concerns. We informed the customer about our money-back guarantee in case of dissatisfaction with the service, but the customer declined and demanded to cancel the subscription, and stated he would allow the balance to go to collections. We advised the customer of the cancellation fee of $171 and proposed alternative options, such as switching to a quarterly treatment plan to reduce costs and avoid the cancellation fee. The customer declined these options and insisted on cancellation. Again, on July 1st, 2024, the customer insisted on proceeding with the cancellation, and we sent a confirmation email to the customer, and applied the cancellation fee invoice to the account. Based on our review of this account, we are disappointed the customer chose to cancel, and remain within our terms to charge the cancellation fee since the customer preferred to cancel their ********************. As always, we are more than happy to work with this customer regarding payment plan options if they prefer to reinstate their account and continue ********************. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21925266
  
  I am rejecting this response because: They provided a discount on the initial service...this is a marketing cost. Their "cancellation fee" is basically repaying the cost of the discount.I PAID all bills given to me by the business. They are extremely high in their cost, Over $300 for an initial service? INSANITY This is a scam going door to door and locking people in on these garbage contracts. I will not pay a cancellation fee. I am prepared to be very loud and vocal about my experience with this scam company and their horrible business practices.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/19/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. Our initial service fee of $300 covers the cost of the products as well as compensates our technicians for their services. Our door-to-door sales representatives are fully licensed to operate in each neighborhood and receive comprehensive training to ensure professionalism in every interaction. Regarding the signed agreement, it includes a section on cancellation. We are very serious about the agreement that we make with the customer, they agreed to ******************** for the year, and we agreed to taking care of their home by providing premium services at a discounted rate. Since the customer chose to cancel ******************** and declined the offered solutions, we must adhere to the agreed upon cancellation fee. If the customer were to prefer one of the solutions previously offered, they are more than welcome to reinstate their account and we would happily remove the cancellation fee at that time. 

• Initial Complaint

  Date:05/29/2024

  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.

  This company practices predatory door to door sales efforts in neighborhoods that have clearly marked signs that say No Solicitation. Today they rang our doorbell at 8:30pm multiple times until I was forced to answer. I have told them every time to remove us from their contact list and not to visit our house again, yet they still come back unsolicited.

  

  Business Response

  Date: 05/30/2024

  At this time Urbanex does utilize door to door sales teams like several other companies. However, we do go to great lengths to train our sales team to be respectful at all times. We also understand that not all of our customers, or potential customers work a typical 9-5 to speak to our sales team during business hours. Although it *** appear late to some individuals, we only stay out past dark if people in the area are signing up and being serviced after dark, then we will continue to talk to other people living in the area/ neighborhood. We always recommend contacting your local county clerk to be added to the county no soliciting list, this will prevent us from returning, as well as any other companies that *** utilize door to door sales.

• Initial Complaint

  Date:05/24/2024

  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.

  They started treatment for an insect infestation, one of three. They never came back despite repeated telephone calls and messages. Requests to speak with management were agreed to but no one ever called back. Urbanex operators would ask if they could call back after they had researched to situation, but they never did. Urbanex wanted to charge us again for service and to disregard their contract. Will they also throw away our termite protection? Urbanex will not discuss the matter. They took a heavy fee to start the termite protection; I do not want to have to pay that again to some other company.

  Customer Answer

  Date: 06/06/2024

  I have not heard from Urbanex. I am NOT satisfied. Your software does not allow me to enter a response.

  

  Business Response

  Date: 06/07/2024

  We are very sorry for the frustration that any pest activity can cause, and have worked diligently to provide all available solutions that are within our scope of services, and included in the customers treatment plan. This customer is signed up for two subscriptions with us, Sentricon and General Pest. The Sentricon subscription is a termite prevention system, that protects customers from the risk of termite damage to their home. The General Pest services covers a vast variety of common household pests. The ******************** even covers pests often require specialized treatments, like poisonous spiders, in our guarantee and complimentary same day next day reservices policy, unlike most other pest control companies. This customer did communicate a need for a complimentary flea reservice on 4/30/2024 for pests inside the home. The complimentary flea reservice was completed on 5/1/2024, during which the technician cleared documented and communicated with the customer that they had bed bugs inside the home, and not fleas. While fleas are covered under the customers subscription, bed bugs are not. Due to the nature of bed bugs and how quickly an infestation can escalate, they are only covered under our bed bug subscription. The customer was contacted and informed that we can treat the issue for them, but would require they sign a bed bug treatment agreement, perform the necessary pre-service prep work for best results, and cost an additional service fee. The customer contacted customer service and explained their frustration with not getting rid of their bug problem on 5/3/2024, at which point the customer was escalated to the branch manager for a more detailed explanation of why the reservice for fleas on 5/1/2024 did not solve their bed bug issues and did opt to move forward with a complimentary bed bug inspection, scheduled on a qualified technician on 5/08/2024 to confirm the customer did have bed bugs, and explain the treatment plan for bed bugs before signing the agreement. On 5/8/2024 the qualified technician also confirmed the customer had issues with bed bugs not fleas and therefore would need a treatment plan for bed bugs, not flea reservices. Since the customer chose not to sign the bed bug agreement, the treatment could not be performed and the customer continues to have issues with bed bugs in their home. Since then, the customer has requested additional flea ********************** that were not performed, due to the customer not having fleas. The branch manager has scheduled calls with the customer on multiple dates since 5/8/2024, each time the customer either doesn't answer, or tells the branch manager to call back at a later time and abruptly hangs up. On 6/6/2024 the branch manager called the customer three times, and was finally able to connect with them to again explain what solutions we are able to offer the custom. The customer has been scheduled for another complimentary reservice on 6/13/2024 per their request, to again confirm that they do not have fleas inside their home. If we do find evidence of fleas in the home during the upcoming appointment, we will be more than happy to perform the service for the customer at that time. 

  Customer Answer

  Date: 06/07/2024

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

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order the companies service and was informed of a no negative effect cancelation if not satisfied with result (as in pests/rodents are not handled). I had the service for 3 months and had ants, mice, spiders and worms in the house following multiple applications of their pesticide. Informed their customer service to cancel and now months later, I am receiving monthly invoices for negative balance and threats of reporting my account to collection when they violated their "guarantee". Their customer service has not been helpful with their later responses to the issue was "Well, sorry, you are under contract." (paraphrased) in reference to cancelling due to service being less then ineffective.Resubmitting since the case was closed and the company lied. They submitted accusations of me being irate and not complicit which is entire false. Informed them that after multiple treatments the problem got worse with pests and rodents. Never received a free additional treatment

  

  Business Response

  Date: 04/15/2024

  Thank you for your review. We apologize for any inconvenience you have experienced. After thoroughly investigating your account, the balance on the account is from ******************** performed on 11/18/22 and 1/18/22. There is also an additional late fee. Other than the two services and late fee, there has been no other balance added. We also noticed you signed up for our General Pest Services. These services help with rodents if the product for rodents is used, however, for more advanced rodent issues, we recommend our Pest and *************** There are no notes on your account regarding a rodent problem. If we had been made aware of a rodent issue, we would have absolutely done all we could for the problem. As we were not made aware of the issues, rodents werent treated for. For the other mentioned pests, we would be glad to take care of those as well. One of the best things about Urbanex is that we offer free and unlimited reservices between paid services. To receive a reservice, our customers can call, email, or text in to us about any issue they may be having. We will then schedule a reservice, come back to your residence, inspect and treat again. Because we want our customers to have the best results possible, we are willing to go above and beyond for them, if given a chance to do so. We also have a money back guarantee which is explained in our contracts. It states 100% MONEY-BACK GUARANTEE! - If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund or apply an account credit equal to the full cost of your previous service and provide a third free re-treatment. We would still love the opportunity to resolve your concerns and would be happy to send a branch manager to your home to inspect and treat accordingly. If after exploring all treatment options and being allowed to do reservices at your home the issues remain, we will close your account. If there is something that we can do to remedy this situation and make sure your home is pest free, please let us know! 

• Initial Complaint

  Date:02/23/2024

  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.

  I had signed up for quarterly services with this company, with automatic payments after services were provided. I have had issues with services not being provided properly a few times, where I had to call the same day and request the technician to come out and do them again. Key word here is SAME day!After multiple times of this happening I have decided to cancel their services. Again..same day when these services were not done properly. I talked to account managers where they offered to come and redo everything but at that point I wasnt interested in that, since this happened a few times already. I was told there was no cancellation fee since I had the services for over a year but they are trying to collect the charge for the service for the last time. $150 When I asked to have that waived given the situation , the account manager I talked to, laughed and said thats not something they do. Im simply looking for the charges to be waived for the last service that made me cancel everything.Thank you!

  

  Business Response

  Date: 02/23/2024

  Upon further review of the account, we did provide the customer with several options and opportunities for a complimentary reservice after their last appointment on 2/16/2024. We even followed out escalations process to have the branch manager of the region communicate directly with the customer about the issues they were having. During that final conversation the branch manager explained that the cancellation fee would be waived, but the service fee for the appointment on 2/16/2024 would not be, since the service was performed and product was used at their home. Unfortunately, we are unable to waive the fee for services already rendered. We do apologize for any inconvenience this may have caused, and stand by our service guarantee.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21336220
  
  I am rejecting this response because:
  There should not be any cancellation fee to begin with, since services has passed the 1 year ***** Therefore NOTHING was waived.

  Also the issue was with the services not provided properly and to full extent multiple times, therefore I decided to STOP everything all together and wont be needing them to come out again and fix the issue. Again this was NOT the first time this has happened. 
  

  I understand they offered a few different solutions which I have used before this last service, but I don't want to have to call each time. My time and also your time is more valuable than having to do one job 2-3 times within days.

  Once again please be kind and waive the last service fee!

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

  

  Business Response

  Date: 02/29/2024

  We are very sorry to hear this customer is not satisfied with the solutions provided to them for this issue. As the customer was previously informed by leadership, the service fee of $150.00 covers the time and product used at their property, as well as the ability to have unlimited reservices for any issue that occurs between appointments. This customer spoke to branch management during the escalation process on 2/21/24 and 2/23/24 about the issues they were having and their frustrations with the services provided by Urbanex. As documented by management, the customer was made aware that there would not be a cancellation fee, however the fees for the service are not refundable if she choses to not continue to have services or isn't 100% satisfied with a service. We offer unlimited reservices because we understand that pest activity happens and we offer to perform those free reservices within ***** hours of the customer contacting **********************. Unfortunately, this customer ultimately chose to cancel because of personal scheduling conflicts, not because the service was unsuccessful. We are sorry our service isn't the right one for this customer and are unable to process their request to waive the service fee from the 2/16/24 appointment. 
  
  

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21336220
  
  I am rejecting this response because:

   

  Services werent cancelled because of scheduling conflicts. Services were cancelled because of Unsatisfactory services provided on continuous basis.
  

  I have said this multiple times but it seems like its hard to comprehend. 
  I would consider paying 50% for the chemicals used, and I think thats fair

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

• Initial Complaint

  Date:12/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This pest control company misrepresented their service agreement via their sales rep soliciting services at my door (in a non solicitation neighborhood), resulting in their access of charging a cancellation fee within an entire first year of services. They "discount" the first service and then after being informed by the sales representative that they only charge it back if services were cancelled prior to their second application of product. I had multiple applications, however did not want to continue with their program. I was told that they have a cancellation fee at the end. The misrepresentation and sales tactics are unacceptable to a point of being predatory in the knowledge once they complete a service. Regardless if you like it or not, you are now hooked for a significant sum of money to simply not continue their services. You either pay or have to go to collections, which felt like an aggressive and unsafe business practice forcing you to continue with them. My situation appears to be a common ones that has been performed in various parts of the country, leaving me to believe this is a common sales tactic used and promoted within their business.

  

  Business Response

  Date: 02/09/2024

  Upon further review, I do see that the customer stated that the sales rep was soliciting in a non soliciting neighborhood when they ultimately chose to sign up for services and signed the 12 month customer agreement. ********************** apologized for the misunderstanding about the cancellation fee and explained how the agreement. The cancellation fee Urbanex offers to customers is covering the cancel fee for another pest control service if they choose to become Urbanex customers. We did receive the requested information from this customer and credited their account for the amount of their last service with their previous company on 7/14/23. We want to provide an overall positive experience to each Urbanex customer, and we do our best to provide personalized accommodations. On 11/6/23, the customer was offered lower service rates since their reason for canceling was about pricing. Unfortunately, the customer chose to proceed with the cancellation process and was aware of the cancellation fee. Again on 12/22/2023 the customer was offered a discounted rate to continue services and the option to refund the cancellation fee or leave it as a credit for future services if they chose to reactivate their account, but both times they declined available solutions. Per our agreement there will be a cancellation fee if the agreement is terminated early, which is why the customer is not eligible for a refund.  

• Initial Complaint

  Date:12/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Urbanex for pest control when their sales person came through our neighborhood. The reason we hired her was that she said they have a new cob web guarantee. She said that should we need repeat treatments, we would be able to cancel with a cancellation fee. After 3 retreatments for ants and confirmation from 2 customer service agents, I cancelled ******************** on August 10, 2023. In October, I started receiving messages regarding a past due bill for cancellation and service in September after I cancelled and never received. I advised multiple times via text message and called twice. Each text was responded with call the office to resolve. Calling the office did nothing as the agents said they could do nothing as nothing was written in the notes. I have continue to be harassed by this company regarding charges for services I never received and for a cancellation fee when I was promised that should there be retreatments I could cancel without a fee. Now, they are threatening with a collection agency instead of standing behind their warranty that was expressed by their employees on multiple occasions.

  

  Business Response

  Date: 02/09/2024

  We understand how tricky and frustrating ants can be, which is one of the many reasons we offer unlimited complimentary reservices. It appears this customer did reach out multiple times about the ant activity, and had three ant reservices between regular appointments making them eligible for the money back guarantee. This customer received the money back guarantee credit on 7/17/23, which covered the entire cost of the next appointment on 8/14/23. The customer contacted ********************** again about ant issues on 8/9/23, and discussed canceling services with an agent but the customer did not call the office to speak with their account manager as instructed. Per the service agreement signed by the customer on 5/17/23, we are unable to process written requests to cancel and require customers to speak to their account manager. Since the customer did not call, the account continued to be active and the recurring monthly billing created a large past due balance on the account. We made multiple attempts to contact the customer about their past due balance and were unable to connect with them. On 10/2/23, the customer sent a text response to their past due balance notification that they believed they had already canceled and should not have a balance on the account. Again, multiple attempts to contact the customer and address their ant issue as well as cancellation request were unsuccessful. Due to the number of unsuccessful contact attempts, the account was closed by the account manager, and an email notification of this action was sent to the customer, and the cancellation fee was applied to the balance on the account. The customer failed to respond to past due balance notifications in a timely manner and the account was eventually written off and sent to collections as a result. This customer has already received the only money back guarantee they were eligible for, and they were aware of the cancellation fee for early termination when they chose to proceed with the cancellation process.