Complaints

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

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  Alta Pest Control

  2013 Wells Branch Pkwy Ste 301 Austin, TX 78728-6906

  
• 

  Alta Pest Control

  8421 Old Statesville Rd Ste 2 Charlotte, NC 28269

  
• 

  Alta Pest Control

  2428 Almeda Ave, suite 152 Norfolk, VA 23513

  
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  Alta Pest Control

  2513 Logan St. #103 Richland, WA 99352

  
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  Alta Pest Control

  11549 Old Perrin Beitel Rd Ste 205 San Antonio, TX 78217-2345

  

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:01/05/2023

  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.

  Just like the majority of the complaints from others, a pushy young salesman offered me a pest control service for like $39.99. FYI - This entire thing is verbal from start to finish... No paperwork shown or signed. I verbally accepted his offer to do the one time treatment and that was basically it. Next day or two another young man came and did the service. I paid him with a check. Just a few days later I start getting text, calls and emails asking for payment. I contacted them and told them I'd paid by check. At some point I was told I had a contract with them to which I told them I didn't. He told me he had my signature on the contract and a copy was emailed to me. There was an argument which ended with him telling me I was going to be charged an early termination fee for canceling the contract. I checked my email and sure enough they'd sent me a copy of a contract with my initial forged on the bottom.I never initialed anything. The initials are horrible chicken scratch and obviously aren't mine. When I contacts them about this matter I was told I needed to provide proof of my real signature. I told him I could come to their office and he said I couldn't do that and he told me I'd have to mail my signature in to him. Obviously I wouldn't do that and he said that was the only way and otherwise the contract was binding. The contract is dated 9/26/22. I basically just blew this deal off and continued to get calls and emails but on 1/2/23 I got an email stating that my account woukd be sent to collections in 20 days. I've worked hard to repair my credit and I don't want it ruined by these people. Anyone can plainly see the initials don't match my writing at all and it would be easy to prove but I have no idea how to go about this. It's my opinion they should be charged with forgery because that's exactly what I. s going on here and I'm sure they're aware of it. Any help would be greatly appreciated

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  Alta Pest Control did contact me and totally resolved the issue.
  

  
  

  Regards,
  
  ***************************

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alta Pest Control door knocked us when we were moving into our home in July. They said they would spray front and back yard full coverage for 109 / month. They have come out now 3 times, the last time on 11/2 they did not perform their service and did not spray. Our gate was locked and they made no attempt to let us know. They charged us anyway. I called today 12/5 to make sure they didn't come back again and they informed me for the first time that I am in contract for 2 more treatments. No contract was mentioned at the point of sale. I told them I would have never signed up for that, and I wouldn't have. I asked that they cancel the remaining services and we end on good terms they said no, I told them I would be filing a complaint with the BBB and forwarding their information to my attorney. At the very least they should have ensured I understood what they were tricking me into at the point of sale.

  

  Business Response

  Date: 12/07/2022

  *******,

  Thank you for taking the time to reach out and address your concerns with us. I took a look into your account and would be happy to clear this up with you. Whenever a technician is not able to perform a service to the full extent they will treat the areas that they can, notify the client to call the office and return for a free reservice once the clients has requested us to do so. This can also be found stated in your agreement,"If we are unable to service a property in its entirety due to locked gates, pets outside, or any other scenario caused by the client, we will service what we are able to. **** will return free of charge to finish servicing the property upon notification from the client that we are able to." The technician did indeed reach out and notify you that they were not able to treat the backyard and provided instruction to contact that office to schedule a retreatment. In the appointment notes for your 11/2 you can find that it states, "I was unable to perform any service in the backyard due to a locked gate, but was able to perform our service on the front side of your home. Please call the office to reschedule a time, so that we may return and complete the service. Today the services I performed around the property were: -Inspected property for activity -Dewebbed all reachable areas with extension pole -Sprayed residual product Thank you for your business and have a great day!". Unfortunately we did not hear back from you requesting us to treat the backyard. The reason we have to wait for the client to request us to come back is because if we were to return on our own the gate would more than likely still be locked as it was previously.

  As for the contract, I have attached a copy with your signature so you can see that it states it is a 12 month agreement. We understand that sometimes things get lost in translation when speaking to our sales reps as it can be a lot of information to absorb in a short amount of time. To avoid any confusion with new clients about how our service works, we have a representative call new clients and go over the terms of the contract again to ensure everybody is on the same page. I see in your account that we attempted to contact you 3 times to go over this welcome letter, however, we did not hear back from you for these contact attempts either. After the representative was unsuccessful in getting ahold of you they then sent you a copy of the welcome letter to your email. I have attached this document as well to show that it clearly explains the terms of the contract.

  Upon review, I am unable to close your account with out collecting the cancellation fee as it is clear that all of our representatives have clearly and thoroughly communicated all necessary information to you. Thank you

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we had Alta for over a year and honestly they did a terrible job, never stating when they would show up or do a thorough job. However on October 21st we called and canceled our service with them and where told we would receive a refund of $48.71, I noticed we still havent received this refund so I called yesterday 11/3 and they say to call our bank to see if there is a hold so I called and our bank said there was never any refund sent just a debit for $48.71 on the 21st of October. I called Alta today to say what the bank had told me and the service person named **** was extremely rude saying well what do you want me to do about it? I would like our refund since we are no longer using your service and this is theft. They sent us an email stating the refund had been sent but when I called my banking institution they said nothing had been sent! Honestly I want our money back and to never have to talk to this company again! Attached is a picture of the email they sent claiming they refunded the money that we have yet to see.

  

  Business Response

  Date: 11/09/2022

  This issue has been resolved with the client directly over the phone. For any questions regarding this matter please feel free to contact me. Thank you!

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/27/2022

  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.

  Alta salesman came to our brand new community and said the they can help with the Pest control and get rid of all the insects/bugs for just $43 per month and we can try for 3 months if not interested/unhappy we can cancel the service at any point of time. He took my details and called me multiple times during a weekdays for an appointment.The customer service lady on call mentioned that every month it will be $43 and we have some discount going on for the new customers.Over the call, she sent an agreement and ask me to sign the document immediately to avail the trail offer as this document is for the initial treatment. As its weekday and as I am at work didn't get a chance to go through the entire document.I just believed her words that every month its $43 and we can cancel at any point of time.2 times they charged and as the first treatment was not good so I called customer service then they sent Reservice for free. I thought the company is good but however when I called to cancel my services then I understood the cancellation fee would be $300.I got frustrated and unhappy with Alta as the customer service team hiding the cancellation fee and other things from customers during initial call and cheating customers.Then I got a call again from one of the Managers from Alta and said that we could work something out and asked me to pay $150 for cancellation. But why I have to pay for $150 without my fault. That was not communicated by Sales rep/Customer ******* team. Literally the sales representative pushed me to sign the document as to save the time. She didn't even communicated that its a 12 months agreement or I need to pay back if I discontinue the service.Also I gave good feedback every time to the Technicians who visited. And also I referred couple of friends but this is not expected from Alta.Really disappointed.My Invoice details:Initial Invoice number: ****** ****54.35 2nd Invoice ****** **** *****.

  

  Business Response

  Date: 10/27/2022

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

  Thank you for taking the time to reach out and address your concerns. As a family owned company we take all complaints and concerns very seriously as we pride ourselves on taking care of our clients. In order to get a complete understanding of the situation I fully reviewed the history of your account and listened to the recorded phone calls we have on file. Here I will provide a breakdown of the situation:

  On August 30th our sales rep spoke to you on the phone regarding your interest to our ad. The sales rep explained the pricing of the service and that you would be receiving services over the course of a year (quarterly services). Once you verbally agreed to the service over the phone, the sales rep explained that they will be sending you a service agreement that will need to be signed before the technician arrives as we cannot perform services without it. To reiterate, on this phone call it was explained that we provide service for a year and at no point was it stated that it was a 3 month trial.

  Later that day on August 30th, a customer service rep called you to go over the welcome letter before the technician arrived. The welcome letter discusses the terms of our service and agreement to ensure that our clients understand before proceeding with the initial service. This courtesy is provided to all new clients to ensure everything was properly understood. Unfortunately the representative was unable to reach you.
  
  On August 31st, the day of your initial service, our customer service rep tried contacting you again before the technician arrived for you service to go over the welcome letter with you. Once again, the representative was unfortunately unable to get a hold of you. After the representative was not able to reach you after a third attempt they then sent you a copy of the welcome letter stating the terms of the agreement in bolded writing.

  If at any point a customer decides to cancel their account before the agreement is completed we recollect the discount originally given to you on your initial treatment. Typically our initial treatments are $349, however, we gave you a discount of $299 and only charged $50 for the initial. After you requested to cancel your service, instead of charging the full discount of $299, we cut it in half for you and are only requesting $150
  
  I have attached the signed agreement, the welcome letter sent to you and the recorded sales calls discussing that the service is for a year.

  
  Upon review, we will not be waiving the discount that is owed to us for canceling the account before completing the agreement. It is apparent that all of our representatives have been transparent and honest during our conversations. 

  Customer Answer

  Date: 10/31/2022

  Complaint: 18319609
  
  I am rejecting this response because:

  The customer service person misguided us by providing the false information. The agreement might be right. But we believed in Alta customer service/Sales person words on the call. As everything is recorded. You can check back on the recording and see if your sales person had provided us an information regarding the discontinuation policy/12 months agreement. NO where she mentioned that we need to repay back the discounted priced($299) upon cancellation.
  

  Also they pushed us to sign the document so that they can schedule the appointment for the initial treatment. Basing on Alta customer service person words we felt that everything was genuine.

  I can give you as an example of best customer service. 

  Couple of months back I went **** of America and the associate guided us for taking Platinum credit card promising there will not be any annual charge on the card. After couple of days I got a bill to pay the Yearly fee. Then I contacted bank to check on the fees and explained what was our conversation with the banker on that day. They apologize as the mistake done by t heir associate and waived the fee.
  Later I received multiple emails and apologies letter from bank. This is perfect example for the Organizations taking care of customers.
  
  But here its going in an opposite direction. Please go through the recording and check the conversation again. As a customer we believed in the Sales person because we felt that Sales person is talking on behalf of the reputed company and they will not misguide the customers. And the funny part is **** is not taking any action against the Sales representatives who are not giving complete/proper information to the customers but rather forcing the customers to pay for what they did not agree upon.

  
  Regards,
  
  ***************************************

  

  Business Response

  Date: 11/01/2022

  Sandeep,

  I have personally listened to the recorded phone call with the sales rep and it is clearly stated that the service is for a year. At no point was it stated that there is a 3 month trial. The sales rep also informed you that our we could service your property within the next few days but in order to do so we would need to have a signed agreement as it gives the technician permission to perform the service on the property. There was no objection to this from you or any pressure from our representative. 

  As stated in my previous response, for all new clients a customer service representative reaches out to discuss the terms of the contract to ensure our client's did not misunderstand anything. Our customer service representative contacted you three times without ever receiving a response. After the third attempt, the customer service representative sent you a copy of the welcome letter stating all terms of the agreement. 

  If at any point Alta provided incorrect or misleading information we of course would make sure that it was handled in a timely and proper manner to correct any issue. However, after a very thorough review of your account and recorded phone calls, no incorrect or misleading information was provided. Regardless of this information, we still provided the courtesy of cutting your invoice in half for cancelling your account early. No further accommodations can or will be provided. Thank you 

  Customer Answer

  Date: 11/01/2022

  Complaint: 18319609
  
  I am rejecting this response because:

  The Sales person had not disclosed the fact that if we cancel the services then the discount need to be paid back. As you might have already gone through the entire recording. So can you please share me the recording where your sales rep mentioned that the discount need to be paid back if we break the agreement, so that we all are on same page.
  
  If you provide the recording then I am good but if you fail in providing that then your below statement has no sense.
  
  
  If at any point Alta provided incorrect or misleading information we of course would make sure that it was handled in a timely and proper manner to correct any issue.
  
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a door-to-door Salesman that came around from their company saying that my neighbor had signed up. My neighbors States they never signed up but they knew their name. I really like my neighbors so he told me my service would be $35 a month. He said the initial treatment would be $60 and that would include putting out bait boxes for the mice and spraying for spiders and other insects. I should have been suspicious when the person to treat the yard and house came just a few hours later. I didn't have the $60 at the time so he agreed to hold the payment until the first of October. Then I received something in the mail my email rather that said my payments would be almost $60 a month. I called the office and they lowered them to just over 40 a month I still should have filed a complaint at the time. After the lawn was treated and the outside of the house was treated the bug problem was worse than I've ever had in ****************************************************************************** the house. I have had other pest control companies through the years and never have had this happen. These were ****** and Arbor Pro treated my home for years and I dropped them because it got too expensive. This company wants to charge me the $40 every month. After seeing the results of the treatment and looking at my budget I could not afford this service. I am a senior living on a fixed income with high medical expenses. I should have looked them up on your site before I even agreed but it was kind of high pressure smoothie behavior taking advantage of a senior. I then called their office and told them I didn't want any more services the salesman told me I could cancel at any time. manager told me I received a discounted first treatment from 300 and some to 60 so I still owed $360. I was never told the first treatment was discounted. I told him he I was on palliative care and he didn't care he said he knew what it was. Now I'm receiving harassing phone calls for payment

  

  Business Response

  Date: 10/26/2022

  This matter has been handled with the client over the phone. The cancellation fee was waived and the account was closed. Please let me know if there are any further questions regarding this matter

• Initial Complaint

  Date:10/19/2022

  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.

  This complaint is on ALTA pest control ***********************************************************. MISLEADING INFO by ALTA *********************** Account Number: *****. Initial treatment payment of 54.35$ on 08/30-Payment of 46.74$ - invoice #******, 09/30 invoice #******. Couple of salesmen from ALTA knocked my door and introduced me for a 3-month plan and was told if I needed *******, I could renew it. I was asked to make phone call to *************** to get an initial treatment done. During my call, ******** said initial treatment is 54.35$ and they will be charging 46.74$ every month during this 3-month trial period. After I shared my Creditcard details, the customer ******* person sent me a E-Sign contract and PUSHED HARD to get that signed out in the same call as the technicians are visiting the community the next day and wanted me to be added to that schedule. When I asked what's in that document, I was told it was an "Acknowledgement to have the house treated". After a month when I received an email from Alta, I was shocked to see I signed up for a 12-month contract. Made couple of phone calls to Alta customer ******* and sales and everyone wanted me to pay for that 12-month period. After series of calls, some customer ******* guy asked me to pay $150 to terminate my account. This is ridiculous and I do not trust this company. SHOCKED to see the cheating done by sales/customer ******* of ALTA. when asked for escalation, I was told front line folks are managers and I don't have right to talk to supervisor. I was told by customer ******* folks to drop off as they have other customers waiting. Escalating this as I wanted to get the account closed with ALTA and DO NOT want to pay for a year contract because of LIES from ALTA. ALTA-Please have your sales / customer ******* folks be truthful to customers and let them speak. It is your responsibility to be transparent to customer and escalate when there is a challenge. DONT JUST ASK Customers to drop off the call.

  

  Business Response

  Date: 10/27/2022

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

  
  Thank you for taking the time to reach out and address your concerns. As a family owned company we take all complaints and concerns very seriously as we pride ourselves on taking care of our clients. In order to get a complete understanding of the situation I fully reviewed the history of your account and listened to the recorded phone calls we have on file. Here I will provide a breakdown of the situation:

  
  On June 24th, you contacted our sales department inquiring about our services. The sales rep explained over the phone the pricing of our services and how services are performed on a quarterly basis (every 3 months) over the course of a year. After discussing the service for 7 minutes the phone call was abruptly disconnected. The sales rep attempted to reach back out but no response was received. On this phone call it was explained that we provide service for a year and at no point was it stated that it was a 3 month trial.

  
  On August 30th, you responded to our ******** ad to which a sales rep called you. You explained that you and a friend were wanting to sign up for services. The sales rep then explained the pricing of the service and that you would be receiving for services over the course of a year (quarterly services). Once you verbally agreed to the service over the phone, the sales rep explained that they will be sending you a service agreement that will need to be signed before the technician arrives as we cannot perform services without it. To reiterate, on this phone call it was explained that we provide service for a year and at no point was it stated that it was a 3 month trial.
  
  On August 31st, the day of your initial service, a customer service rep called you to go over the welcome letter before the technician arrived. The welcome letter discusses the terms of our service and agreement to ensure that our clients understand before proceeding with the initial service. No concerns or objections were given from you during this call. After the call was completed, the customer service rep then emailed you a copy of the welcome letter which states the terms of the contract.
  If at any point a customer decides to cancel their account before the agreement is completed we recollect the discount originally given to you on your initial treatment. Typically our initial treatments are $349, however, we gave you a discount of $299 and only charged $50 for the initial. After you requested to cancel your service, instead of charging the full discount of $299, we cut it in half for you and are only requesting $150
  
  I have attached the signed agreement and welcome letter in the response.

  
  Upon review, we will not be waiving the discount that is owed to us for canceling the account before completing the agreement. It is apparent that all of our representatives have been transparent and honest during our conversations. 

  Customer Answer

  Date: 10/27/2022

  Complaint: 18243436
  
  I am rejecting this response because I am not satisfied with the response. Not sure why 2 sales guys from Alta knocked my door and said 3 months trial since this is a brand-new community. To the best of my knowledge, I never heard your sales / customer service folks calling it as a year agreement. For some reason, the welcome letter landed in my junk box, and I never got chance to find it. Last interaction with customer service sent out the Welcome Letter and was surprised to hear about the contract. 

  I would request you folks to cancel and account + wave off the remaining balance as I was educated by 2 sales folks (who knocked my door) as it is a 3-month trial period. Would also recommend training your sales guys to be very transparent with customers. Instead of just meeting the sales target, they shouldn't be doing false promises. 
  
  Hoping for a positive response. 

  
  Regards,
  
  ******************************* Sarabuddi

  

  Business Response

  Date: 10/28/2022

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

  I can speak for any conversations you had with door to door representatives as their is no evidence or documentation of this conversation. All of my statements are based off of factual recorded evidence. I apologize if you did not read or understand the agreement to its full extent but it was explained to you multiple times from numerous reps. **** again, there will be no waive of the cancellation fee. If you would like to set up a payment plan, please call our office and our representatives will be happy to assist you.

  Customer Answer

  Date: 10/28/2022

  Complaint: 18243436
  
  I am rejecting this response because folks from Alta stopped by at our door and convinced us for a 3-month trial plan.
  
  I have discussed with multiple folks in this community who got the same experience with ALTA.

  Kindly look at the similar complaints on ALTA sales folks here On BB. Multiple customers have faced the same problem. False promises, didn't allow customers to read through the document, pushed for signing document for which customer service told this signing is to treat the house "specifically called out as Initial treatment". If you do not consider wording from Sales folks (door to door), then there is a problem. To get a customer signed in & meet your sales target, your door-to-door sales might make false promises and they do not maintain transparency with customers. End of the day, dump customer like me will be cheated.  
  

  expecting an account cancellation or wave off as I fell as prey to the ALTA Sales folks (door to door). 
  
  Regards,
  
  ******************************* Sarabuddi

• Initial Complaint

  Date:10/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/5/2022 - signed a contract with Alta Pest Control *******. The young man and I bartered back and forth. I believed I was getting this service for a year for $50 a month. When I signed the contract I was not shown the actual full monthly price and he never told me only the first service would be $50. I also dont remember being told I only had three days to cancel my contract.9/10 - I email to cancel my contract now that Ive seen it. They cant even find me in their system. They tell me I need to call them. Calling during business hours is difficult because I also work a demanding job. 10/10 - I call and am told nothing can be done.First I dont understand how a service contract cannot be terminated by the customer. 2nd if I have to keep this contract I want it back to the original agreed upon price of $50 a month.

  

  Business Response

  Date: 11/01/2022

  ******,

  It has been brought to my attention that you have spoken to one of my representatives and have addressed this issue last week. I would like to inform you that my account manager would still love the opportunity to speak with you more on this matter as our client's satisfaction is of the utmost importance to us. If you have a moment to speak on the phone, please reach out and request ************* 

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payment Account Name: ************************* Account Number: Account Ending: ******************* Amount: $54.02Transaction Date: 9/19/22 10:12am PDTReference Number: 394076Authorization Code: 07205GTransaction Type: CardI look for Alta Services 1 time service. Your costumer Service mislead wrong info now I am stuck for a year of services.

  

  Business Response

  Date: 09/22/2022

  ******,

  Thank you for taking the time to reach out and address your concerns with me. I apologize for any inconvenience as it is clear there has been a miscommunication. When signing up new clients, a customer service rep reaches out via phone call to read over the terms of the agreement to ensure all clients are aware of what they signed up for. I see that we reached out 3 times but unfortunately did not receive a response from you. In addition we have a signed contract and sent over a welcome letter restating the terms of the contract as well. Regardless of this information, I will make an exception and close out your account with no penalty. No further action is required on your part. Please let me know if you have any questions.

• Initial Complaint

  Date:09/07/2022

  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.

  The salesman came to my rental home and treated my home with an introductory price in July. He set me up on a contract and had me sign it on a tablet saying I could cancel at any time since I am renting and won't be living in my home past next April. He said that they would set me up with service to begin in October and be every other month. Well, in August - just a few weeks after my initial treatment, a technician said he came by and treated my home outside of the agreed-upon schedule and the company billed me $100 and took it out of my account! When I complained and said I wanted to cancel since the company was not abiding by the contract and I can't afford $100/month in pest control, they said that's fine but you have to pay a $300 cancellation fee. This is ridiculous and I do not trust this company. I am an older person with a limited income and can't afford a $300 cancellation fee. I want this canceled since they don't abide by what they have promised and are charging me way beyond my limits to pay.

  

  Business Response

  Date: 09/08/2022

  *****,

  Thank you for taking the time to reach out and address your concerns with me. I apologize for the miscommunication and frustration involved with this matter. As a family owned company it is of the utmost importance that we are providing business in an honest and beneficial matter. We understand that with having a short discussion with one of our door to door sales reps about service, some things can get lost in translation and not explained clearly. It is with this in mind that we reach out to our new clients on the phone and go over the terms of the contract to ensure that everyone is aware of what they signed up for. If the client finds that they misunderstood the terms of our agreement then we will cancel the account with no penalty. Reviewing your account I see that this phone call did not take place and I apologize that it did not as this frustration could have been avoided. I have closed out your account and have waived all fees. I again apologize for the confusion and inconvenience. Please let me know if you have any further questions regarding this matter. Thank you