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:09/07/2022

  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.

  Attempt to cancel services at the end of 12 month contract. Told I "have to" complete another service before I can cancel. Was told I needed to complete 4 treatments before I can cancel without penalty. According to website account my account is marked completed next to contract. Service dates on website account are 9/27; 10/28; 11/03; 1/31; 5/14. This further explains I have fulfilled my contract and do not wish to have services any longer. Technician never notified me when they would be out to my home therefore never sprayed inside my home. Contractor also sprayed bushed which chemicals killed parts of landscaping where spray was applied. I wish to have contract cancelled without penalty and to be removed from their service.

  

  Business Response

  Date: 09/08/2022

  *******,

  Thank you for taking the time to reach out and address your concerns with me. I hope to address each concern and provide proper explanation in order to properly handle this matter.

  I have taken a look into your account and with the 12 month contract you have signed you agreed to 1 initial service and 4 quarterly services. At this time you have received your initial service on 09/27/21 and 3 quarterly services on 10/28/21, 01/31/22, and 05/14/22. The service that took place on 11/03/22 was a free reservice which does not count towards your agreement. I see you have already spoke with a representative on the phone a couple of days ago and scheduled your last quarterly treatment for the contract on 09/09/22. Once this service is complete you will be able to close out your account with no cancellation fee. 

  As for notification of scheduled services, we notify each client by default through email the day before the service is performed. If email is not a preferred mode of communication for you, you are always able to notify the office and request a text or call notification instead. When it comes to treatment on the inside of the home, this is something we only provide upon request as well if the client is dealing with an infestation. Otherwise, we just treat the outside of the home as this is where the bugs originate from.

  I would love to get more information on your bushes and what leads you to believe our products may have caused this? Any information on this would be beneficial for identifying the source of the problem. The reason I ask is because our products are designed to only target the pests and are made to be applied to plants without causing any harm. In the years we have been in business we have received a few claims such as this about plants but upon investigation it has always been found that the source of the problem were from variables not associated with our service. 

  Unfortunately I am not able to waive the contract that you have signed. If you wish to not go through with your final service on 09/09/22, please let us know and we will only need to recollect the original discount given to you in order to close the account early. If you decide to go through with your final service and close your account afterwards, please remember to call the office after the service has been complete and request to close out the account, otherwise it will remain open.

• Initial Complaint

  Date:08/30/2022

  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.

  My whole 18 month contract with **** has had nothing but problems. I have had to call every service visit to have them come back to redo the job that they did not complete. At one pointy i had three different people that were suppose to come back one never showed up. This last visit which was 8-26-22 they were there a total of 13 minutes we watched them on our security cameras. what they listed as being done was not done at all. they just showed up walked around the house and left.. no yellow jacket nests were knocked down. They have basically charged me for a person showing up to do the bare minimum, yet charge me for chemicals never used on my home. I have called and spoken to management so has my boyfriend who lives with me. the issues have never been resolved. Alta is a very misleading company and they should not be used by consumers

  

  Business Response

  Date: 09/08/2022

  *****, 

  Thank you for taking the time to reach out and address your concerns with me. I will be happy to address each issue and make sure everything is handled properly. I am sorry to hear that you have been dealing with bugs throughout your service with us. I would love to know more about what type of activity you have been dealing with. Looking at your appointment history with us I do see that wasps have continued to be a big concern. Unfortunately when it comes to wasps there is no preventative measure we can take like we can with ants and spiders. With wasps we are only able to treat as they are present and remove their nests. This is one reason why we offer unlimited free reservices in order to guarantee our work. 

  I am also hoping to gain a better understanding to your statement of having to call us back after each service visit. The reason I am wondering is because your appointment history only shows that you have requested 2 reservices out the 18 months you have been with us.

  When it comes to claims that a service has not been performed properly, we take these very seriously. As a family owned company we cannot afford to not take proper care of our clients. Not only do we investigate each claim but we have preventative measures to ensure techs are incapable of not performing the full service. Some of our preventative measures include a GPS tracker to verify they were on the property, and also track the amount of product used for each appointment. I see that on your last service on 8/26, the standard products and their amounts were used on your property including additional products to help combat the wasps found on your property at the time of service. I also see that the tech's notes report that 4 old wasp nests were removed and 2 active nests were removed. All of this information is available for your to view as well through the customer portal, you can find a link in your email. Regardless of the facts stated above, I am more than happy to send a technician back out for a free reservice so we can inspect the quality of the last service and perform treatment as necessary. We take great pride in our service and want to ensure that every client is satisfied with the work we have performed. Please let me know if you would like me to schedule the free reservice for you. 

• Initial Complaint

  Date:08/19/2022

  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.

  I had a sales rep come and I told him I wasn't interested cause we had a contract with another company. He said they could basically get rid of everything my other company hasn't. Well the reason they hadn't came this month is cause we are in the process of moving and transferred our service to new address. The sales rep said it would just be this 1 time and to just make sure to cancel within 3 days. Fine. They tried calling but between my work hours and time they close, we never spoke. Its easier for me through text. I reached out through their instant messaging to cancel and nothing. They called like 2 weeks later to tell me the cancelation fee would be $300. I said just leave it then. They called again and said we could work something out. That it would be $150 and the reason for canceling. Because it was 1 time and we are moving, but we would continue service and wanted to update my address. Well they do not service my area so to cancel its $150. Why? It's not my fault they don't service my area. She said well I should have told that to the sales rep. I did. Well after they spoke to their sales rep, it was determined that I was the liar in this situation. I never told him I was moving to it's also my expense. Wow! I should not be charged for this when I did reach out to them to cancel and did let the sales rep know I was moving and I'm no longer be in this area so do not need their service.

  

  Business Response

  Date: 08/22/2022

  Hey *******,

   

  Thank you for taking the time to reach out and bring this to my attention. I apologize for the frustration as there was clearly a miscommunication on our part. I have gone ahead and closed your account as per your request and no cancellation fees will be applied. I hope this experience hasn't tarnished any relationship as we do hope to have the opportunity to take care of you again in the future. I tried reaching via phone call to confirm that I have closed out your account and no further action is needed on your part. Please let me know if you have any additional questions.

  Thank you for supporting a family owned company.

  Customer Answer

  Date: 08/22/2022

  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:08/08/2022

  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 Pest Control Service Account ***** - I signed up for quarterly pest control service, the staff from Alta Pest Control has come out on 11/17/2021, 12/8/2021, and 3/22/2022 for treatment respectively.- The business has promised to come out and let me alert me 30 minutes before they show up to my house so I have the time to welcome them to address my concerns. 11/17/2021, 12/8/2021, they showed up with no notice. I was not happy about the lack of communication that I have called them to cancel the service - The lady who was on the call asked me to give them one more change, but she would understand if I'd go ahead and cancel the account and they would not impose any penalty for cancelling the contract early.- I gave them another chance in which that they would guarantee whoever they send out in the field would let me know 30 min - 1 hour before they show up at my residence for the pest control treatment. On 3/22/2022 the guy showed ** in my residence with no clear prior alert. They breached the promise to do that as a chance for my business.- The next day 3/23/2022, I called in and want to cancel my service and let them know that I was not satisfied and I want to go ahead and cancel the service. The guy on the phone let me know that there is early cancellation fee along with the service 3/22/2022 that needs to be paid. I told them I will not pay them because the service was unsatisfactory. They have closed the account and sent to debt collector.I demand the debt to be cancelled for the reason that they keep showing up to my residence without my consent and approval. After giving them the chance to correct it, the situation did not improve. Further they would impose penalty for early cancellation fee when in previous call it was noted that cancelling early for unsatisfactory service shall not result in early cancellation fee.

  

  Business Response

  Date: 08/10/2022

  *****,

   

  Thank you for taking the time to reach out and address your concerns with us. I was able to take a look into this matter for you and I hope to shed some light on the situation.

  First, I would like to apologize for any frustration you may have experienced through this process. We always try to accommodate our clients when we can so I am disappointed to hear that you did not receive your requested 30 min call ahead. I do know that with how many clients each technician takes care of in a day, requests like a 30 min call ahead can be forgotten. Regardless, I do apologize. 

  In order to ensure that we are providing the best customer service to our clients we record all of our phone calls. I had the opportunity to go through your phone calls with us and I could not locate any promise of waiving any fees. In addition, unfortunately 30 min call aheads are an accommodation provided out of courtesy and do not void the terms of the contract. 

  As for the service that took place on 3/22/22, you were provided an arrival time window of 9:00 am - 11:00am, providing a clear prior alert. The technician arrived at 9:11am. I also looked at the phone call the following day when you requested to cancel your service with us. The representative you spoke with on the phone explained to you the amount we needed to collect for cancelling your account early to which you agreed to pay. However, before the amount owed could be charged, you removed your payment information from your account. In result we consistently contacted you via phone call, email, text, and mail to notify you. Unfortunately, we did not hear back from you. After 95 days, your balance was sent to collections.

  Upon review, we will not be providing any refunds as all actions taken were within the parameters the contract that you signed. Thank you for your understanding 

  Customer Answer

  Date: 08/11/2022

  Complaint: 17655545
  
  I am rejecting this response because:

  I disagree that you have went through all of the phone call recordings, otherwise you would have known that on date Dec 8th 2021, the tech should have not come to my house. I already texted and emailed your staff that the schedule does not work and made very clear that . Not only the tech not only came out on that date, he ringed my door ****, I politely told him that it's not a good time, he responded with "Why is not a good time?" This is not him not reminding me 30 minutes prior before he arrives, this is about the fact that I DO NOT EVEN WANT YOUR STAFF TO BE PRESENT AT  MY PROPERTY ON THAT DATE.  I left a ****** review followed by that experience, here's what I said 8 months ago -- unedited -- and I quote:

  "No respect for client's schedule and time, already told the business that date and time is not good time to come. They will send a staff over and when I opened the door to say this is not the right time. The staff had the audacity to ask, **** I ask why this is not a good time?" Like what?"

  Your company not only called that date's awful experience "a service performed", your company proceeded to charge me $150.45 dollars for that "service" -- without my consent.
  

  I called your service manager, a lady, and again if you have heard all of the recordings, you would have learned in that call I sounded frustrated and determined to to cancel my account right there and then. She apologized profusely and admitted that it was mistake on their side that never got the message. She agreed to close the account right with NO PENALTY because of my dissatisfaction or she can make a note and PROMISE that they would NOT ONLY let me know the date they come out and call me 30 minutes prior before the tech arrive the following service. I had made it clear that for me to not cancel the account, the 30 minute reminder is not an accommodation, it's a demand. Failure to notify me 30 minutes prior to arrival on my property is TRESPASSING, IT IS NOT PEFORMING A SERVICE. I regretted to give your company the second chance when I could have closed the account and save me the nightmare of wasting time and typing this to you.

  On March 22, 2022, the third time your tech came out, not only I did not see the person because I wasn't notified 30 minutes prior, the person didn't even bother to let me know that he is at my property. Going around outside of my house and putting unknown substance without my consent or acknowledgment, AGAIN, IT'S TRESPASSING, IT'S NOT PERFORMING SERVICE.

  I called your company immediately to cancel my account, full stop. You do not have the right to charge me the second time or the third time that the tech came out. I should have closed the account right there and then the first horrible experience.

   

  and I will not accept the service unless it's called prior to *********************************************************** not by trespassing my property without consent. Again, any inappropriate performance of the service without the property owner consent is NOT an act of service. 

  The first servic eon The tech not only came out without alerting me and when I open the door and said T

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

  

  Business Response

  Date: 08/12/2022

  *****,

  Signing the agreement is giving us consent to treat your property on a regular basis. I understand that you are frustrated but the terms of the agreement have not been broken. We attempted numerous times across the span of 3 months to discuss the issue with you and we received no communication back. Once again, no refund will be provided as we are required to abide by the terms of the agreement you signed. If you would like to discuss the balance, you may contact ******************. The phone number is **************

  Customer Answer

  Date: 08/17/2022

  Complaint: 17655545
  
  I am rejecting this response because:
  

  Another lie that you have reached out numerous times in the span of 3 months, where is the proof for reaching out to resolve the issue besides asking me to be pay the balance due on services I don't recognize. I would like a copy of the original clause that I signed where it says I allow your staff to be at my property for service without my content. There are three actions you can provide:

   

  1. Show the proofs where you claim you reached out to resolve the issue for the span of 3 months

  2. Show the break down of the balance due for service and added fee or penalty if any before it's sent to collection

  3. A copy of service agreement that I signed with my signature on it.  

   

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

  

  Business Response

  Date: 08/18/2022

  *****,

   

  By stating, "besides asking me to be pay the balance due on services I don't recognize" you are acknowledging that you have received our attempts to contact you. As a reminder, this all stems from a service that you called into the office and scheduled, so by deciding that you that you don't recognize the charges does not mean you are no longer responsible for the balance. If you did respond to our contact attempts, we would have then been able to stop your account from being sent to collections while we resolve the issue. Unfortunately, no response was received.

  The contract itself gives us permission to perform services on your property, in addition to you calling our office and requesting us to treat your property.

  I have attached a screenshots of some of the messages sent to you. We attempted to contact you via phone call, text, email, and letter. You can see the dates of the contact attempts in the bottom left corner of the message blocks. I have also attached the breakdown of your balance. There is a late fee for each invoice that was not paid for included. Lastly, I have attached your contract and a recording of you calling in requesting to sign up for our services and agreeing to the terms the sales rep explained to you.

  *****, I am hoping to better understand what you are trying to get out of this situation. Your "desired settlement" for this issue is a refund, however, you haven't paid for anything. I have confirmed with the collections agency that no payments have been made. I can continue to provide documentation for you, but I am unable to provide a refund for something that was never paid by you. 

• Initial Complaint

  Date:07/26/2022

  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.

  On 5-25-22 someone came to my house and offered pest control services. After some negotions on the price I agreed. He got out his tablet and asked me to sign electronically. He said "you probably don't want all of this boring paperwork ....it's just standard boring stuff." I agreed foolishly. He promoted this service and never mentioned that I would be billed monthly for a quarterly service. NOW, when I try to cancel it because I feel like I was mislead, I am told that I have to pay $300 for the discount that I was given up front. I have only been serviced once initially and one follow up because the service was not working. I feel like the person at my door deliberately tried to mislead me. He didn't tell me of the monthly fee I would be charged and tried to get me to NOT take copies of the paperwork. I would just like to cancel this service. PERIOD! If your service is that great, people would gladly pay for it, but don't try to mislead someone into trying it!

  

  Business Response

  Date: 07/29/2022

  ****, 

  Thank you for taking the time to reach out and voice your frustrations with us. I apologize for the miscommunication and can understand your frustration. We understand that with so much information being relayed in a short period of time, things can get lost in translation. To break down how our services work, we perform our services every 3 months with free reservices in between. Although we treat on a quarterly basis, we have broken down the cost of the service into monthly payments as we have found that it makes it easier for a lot of our clients. Understanding that there can be confusion around this, we contact all new clients to go over our welcome letter and ensure every client has a full comprehension of what they signed up for. I see in your account that we attempted to call 3 times, but unfortunately we were unable to get a hold of you. I also see that the rep you spoke to was able to get approval to knock down your cancellation fee to just the $100. Please let me know if you have any further questions.

• Initial Complaint

  Date:07/20/2022

  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.

  The sales rep is our soliciting again in a private & gated community. This is happening over and again despite repeated complaints. This rep was aggregate and even made racist remarks, you people stink.

  

  Business Response

  Date: 07/21/2022

  Sumit Punjabi,

   

  Thank you for taking the time to reach out and bring this to our attention. I am extremely sorry to hear about your experience and would love the opportunity to speak with you on this matter. As a family owned company we take great pride in treating everyone we come into contact with the utmost respect. We understand that not everyone appreciates door to door representatives showing up to their homes unannounced and in result we train all employees and representatives to respect privacy and obey all neighborhood laws/ rules. As for the comments made, I would love to speak with you directly on this matter and this is not acceptable at all. Please feel free to reach out and contact us at ************ and ask for ******.  

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and DONT find that this resolution is satisfactory to me. I NEED TO TALK  to the owner and understand how they think it is a EDP table to use language like YOU PEOPLE. and despite reporting illegal soliciting before, why are your reps in the community knocking on each door at 8 pm
  
  Regards,
  
  Sumit Punjabi

  Customer Answer

  Date: 08/02/2022

  Complaint: 17592208
  
  I am rejecting this response because: I called the business 2 times; left voicemails but not one bothered to call me back. I want this case to be reopened and I want the owner to reach out to me on ************
  
  Regards,
  
  Sumit Punjabi

  

  Business Response

  Date: 08/02/2022

  Sumit Punjabi,

   

  I apologize that we could not get to your phone call when you reached out to us. I was able to verify that since then you were able to get in touch with ****** who is now assisting you in this matter. Please let her know if there is anything we can do better to assist you. 

  Customer Answer

  Date: 08/08/2022

  Complaint: 17592208
  
  I am rejecting this response because:the assigned person, ****** just keeps going in circles and hasnt given any actionable plan on how this will be resolved. While they claim they are a family run business, their sales and marketing tactics are like used car dealership, and their sales rep lacks decency on how to talk to people. 
  
  

  I have asked for a written apology from the sales rep who was made racist remarks and all the business says is this is internal policy and they will handle it. 
  

  how about you show some integrity as a family run business and apologize for such deplorable act.