Complaints
This profile includes complaints for Urbanex Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/14/2022
Type: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 April 2022 we were having windows installed on our home and we found what we thought were termites in the walls. I called Urbanex to deal with the termite issue only. When he arrived, it was determined that we did not have a termite issue and that he would do a one time treatment for the home and that I follow up was recommended in 30days. I was very clear with him on the phone and when he arrived at my home that I did not want a monthly service plan and didn't need one. We called about termites and it ended up not being termites so there was no need for a monthly plan, The receipt for services included a section signing us into a monthly plan despite my having told him several times that I didn't want one. Now, they are refusing to cancel the service I didn't want unless I pay $150.00 in cancelation fees. That is basically theft by deception.
Business Response
Date: 08/31/2022
Business Response /* (1000, 16, 2022/08/24) */
I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. The agreement was signed and emailed to you and shows the email was opened. "Customer may cancel this transaction without penalty anytime PRIOR to midnight of the third business day of the transaction by speaking with an Urbanex Account Manager." We called and offered 50% off the cancellation fee 8/24/2022 and the customer denied the offer.Initial Complaint
Date:07/13/2022
Type: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 **** walked up to us the day we were moving into our house and told my partner and I about Urbanex services. It was very high pressure sales (he even explained after what sales tactic they use to get people to buy on the spot). Since we were just moving in and needed to set up pest control, we decided to give them a try. We were told if there were any issues, all we had to do was call them and they'd send someone out to re-spray, and if we still had any issues/weren't happy with the second round, we could cancel. After the two services, we still have spiders on the back patio, all sorts of bugs coming into the house, and sugar ants all over the pantry. We're now trying to cancel our service and they're trying to charge a termination fee for "terminating the contract."
In addition to the ineffective service, I feel the need to point out why they have almost 5 stars: They stand there after performing the initial service, ask you to get your spouse/partner (if you have one), tell you both to get your phones out, and then pressure you into giving them a 5-star review on the spot. They guide you to say the service people's names and ask you to say something like their service was fast, efficient, etc. Truthfully, it seemed legit day of first service - it was fast because they were working the neighborhood.Business Response
Date: 08/31/2022
Business Response /* (1000, 14, 2022/08/24) */
I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. We run daily trainings on how to be respectful and polite while selling our service and it is clear that some additional training is needed. We do the initial flushout service which can cause an increase in activity due to the product working. We come back within 30-45 days to re-establish the barrier on the home. You requested a re-service 10 days after the initial, then canceled the first scheduled appointment. The charges are detailed on the agreements sent to you at the time of signing up. It is true that we offer a money-back guarantee and as outlined in the agreement this is for those cases in which we are unable to solve a recurring bug issue and have failed to provide an effective service. It reads, "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 the full cost of your previous service and provide a third free treatment." Having only received one service & one re-service your account does not qualify for the money back guarantee.
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