Complaints

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

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  Magna Pest Solutions, LLC

  4930 S Congress Ave Austin, TX 78745

• 

  Magna Pest Solutions

  2600 K Ave Suite 100 Plano, TX 75074

• 

  Magna Pest Solutions, LLC

  850 Cherokee Ave Nashville, TN 37207

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:12/02/2024

  Type:Product 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.

  They charge me every month for pest control service. Yet still haven't received any one to come out spray my home. They book appointments and never show up.

  Business Response

  Date: 01/13/2025

  ********,

   

  Thank you for reaching out. It looks like we have come to a resolution and apologize for the missed appointments. We refunded November and gave you half off December payments.
  
  
  Our goal is to protect your home from pests and Im sorry that we fell short.
  
  
  Please let us know if you have any future concerns or questions. You can always email us at ****************************************************************************. 

• Initial Complaint

  Date:08/29/2024

  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.

  Called to cancel services in July, was told someone would call me back to confirm. Never received call and still getting invoices.

  Business Response

  Date: 09/04/2024

  Thank you for reaching out! I apologize that your account was not closed in a timely manner upon request. We have now closed the account and refunded all money that was charged after the request. Please let us know if you have any further concerns. 

   

  Thank you,

  Magna Pest Solutions

• Initial Complaint

  Date:08/05/2024

  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 do not recommend the services Magna says they offer - I was tricked into a year of service from them which ended up being ONE spray inside my home and 3 outside, costing me $600 for the year. After the year and many complaints from myself about the lackluster service compared to the cost, I get renewed for another year WITHOUT my authorization or any communication from Magna. I'm currently fighting with them to cancel the renewal and reimburse the charge for the month of August as I do not live at that location any longer and can not use their service where I dwell now.

  Business Response

  Date: 08/07/2024

  Hello,

  We truly appreciate the following information being brought to our attention and take the contents of the following complaint very seriously. 
  After reviewing the feedback left by the submitter, we want to sincerely apologize for the frustration the submitter endured.
  When we are made aware of concerns such as the ones mentioned in this complaint, it is extremely concerning to us, and we will take appropriate action.                                                                                      Rest assured; the submitters feedback will be forwarded to senior members of our leadership team to ensure there is accountability across the board.

  Additionally, based on the suggested resolution provided by the submitter via our business email between 8/1-8/5, we feel it is more than appropriate to grant the submitters request based on that documented conversation:

  -The submitter advised they wanted their account canceled, and their last payment refunded.

  After researching the account we could not locate an instance where it was documented that the submitter complained about their experience before this complaint. I also searched for calls, texts, and emails from the submitter potentially detailing their frustration before this, or, a want to cancel at any point in their experience with us. I can confirm that there are no previous instances on file.

  Furthermore, between 8/1-8/5 the submitter did advise the reason they wanted to cancel was due to moving. 

  Based on this information, we're happy to the complete the following actions immediately:

   -We're happy to close the account in question when the submitter emails us at ********************************************** with the following information:
          -Proof of their new address (anything verifying new address)...

  Once we have this information, we will close the account in question immediately without any further negative impact. 

  -Lastly, Im happy to refund the last payment made to the account due to the circumstances for a total of $53.04. 
  

  Again, we sincerely apologize and look forward to getting this fully resolved!

  If this is acceptable to the submitter, we will ensure the following actions are handled timely and with extreme care.
  
  **********************
  Head of Customer Experience
  **********************

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Billing 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok to me. The business will refund me the last charge issued to my account, and will proceed to close it without any negative impact for me, as stated in their response. Please Let me know when this happens or if I need to do anything else.
  
  Regards,
  
  *************************** house, and also gave them a really bad review for the so-poor customer service and have taken my money for a whole year. Two days ago, 05/10/2024 THEY CHARGED ME AGAIN!! Charge number 13th on my account! for a new month. I DONT WANT THE SERVICE ANYMORE, GIVE ME MY MONEY BACK.

  Business Response

  Date: 05/21/2024

  Hello,
  We appreciate the following information being brought to our attention. We sincerely apologize this has negatively impacted the submitters experience with Magna Pest Solutions. To address the concerns documented within the complaint in question, we wanted to update all intended parties with the following information:
  -We have reviewed the account in question and can confirm the submitter signed an agreement on May 8, 2023 with Magna Pest Solutions. 
  -A part of the signed agreement on file, was that Magnas obligation was to bill monthly and service the submitters residence every 60 days. 
  -After further research of the account, we can confirm there was an email and a text from the submitter requesting to cancel their account on October 18, 2023. 
  -We informed the submitter of the impact of canceling their account. Per the agreement the submitter signed, canceling early would result in Magna attempting to recover the initial discount they were provided off their first service ($250).
  -The submitter never responded to our requests for a reason for canceling their account and or did they confirm after our request to proceed further with cancelation. Therefore the account in question was not canceled at that time. 
  -Thereafter, the next contact we had with the submitter was on May 13, 2024. They sent us a text regarding charges on their account. They also mentioned that their account was not canceled and should be. 
  -We also responded to the following communication from the submitter by offering to assist them with their needs (not renewing their services), but again, the submitter did not respond back. 
  
  The following recap is a summary of the only interactions weve had with the submitter regarding canceling their account. We do not see any additional records of any calls, texts, or emails from the submitter regarding this topic.  
  Based on this information, Magna continued adhering to the terms and conditions of the agreement that was originally signed by the submitter. However, keeping the submitters overall experience in mind, we are willing to refund the last charge of $42.22 and close the account in question without financial impact.
  
  If this is acceptable to the submitter we are happy to process this resolution with a turnaround time of less than 24 hours. 
  
  Sincerely, 

  Magna Pest Solutions

• Initial Complaint

  Date:12/14/2023

  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 paid for pest control services. Unfortunately they have not been delivering the service that I had paid for. I paid for Services to be done inside and outside of the home. I always schedule for them to do it when I am home so I can make sure my pets are locked up and someones home to make sure the job gets done. I have not had services rendered in the home since summer. I am paying $40/month for services that arent rendered. The last time this company was scheduled to come to home and complete inside and outside services. I scheduled for afternoon so I could be home to lock up my pets. I received a text that they would be there in the morning. No one was home and my security cameras showed no one at the house all day until I returned from work. I have called multiple times to cancel services to be met with them wanting to charge me for at $250 cancelation fee. I called again on Monday December 11,2023 to follow up with the cancelation. They said someone would call me back ***** hours. They never called. I tried calling again on the following Thursday and the phones were not going through.

  Business Response

  Date: 12/18/2023

  Hello,

  We appreciate the opportunity to respond your feedback, and we sincerely apologize for the concern your overall experience has caused! Regardless of your customer status, your experience is still very important to us!
  After reviewing your feedback, wed like to provide the following clarity for all parties involved:
  

  Service Concerns: We definitely understand the concern with ensuring your home was serviced both interior and exterior. We do see during the months of June, July, and August there were 9 appointments scheduled.

  Here is a breakdown of the outcome of those appointments:
  -Canceled/Rescheduled by the customer: 4
  -Canceled/Rescheduled by **********************: 3
  -Treated Interior & Exterior: 2 - 6/22/23, 8/16/23
  Please keep in mind appointments that were canceled and or rescheduled had the following reasons notated: technician emergency (Magna), routing conflict (Magna), requested alternate time (Customer), customer canceled (Customer). 
  We sincerely apologize for the appointments that were canceled/rescheduled by our team. We understand the inconvenience this caused and we have ensured that our leadership has addressed this with our team!
  

  Billing: On May 16, 2023 an agreement was initiated and signed by you detailing the terms and conditions of services to be provided. Within this agreement there are details explaining that billing is on a monthly basis (similiar to a subscription based service) to include the amount to be paid. The normal frequency of services is explained as well to customers, in this case your normal frequency was:
  -1st appointment
  -30 day follow up
  -Normal Services - Every 90 days
  We apologize if this was not detailed to you to understand that normal services are not typically provided monthly (unless you are seeing pest issues in between regularly scheduled appointments). 
  

  Customer Support: As a condition of the agreement you signed,  it is outlined that if the agreement is canceled before the end of the 12 month term (when Magna is not at default), Magna will seek reimbursement of the initial discount provided off your 1st service/or $250 (which ever is greater).  
  Additionally, after your call to us on December 11th we can confirm the following:
  -12/12/23 - Your account was canceled without penalty by a member of leadership, and an email to confirm this was sent to you. 
  -12/12/23 - The Market Leader for your area attempted to call you to ensure your concerns were resolved, but they were unable to reach you. 
  -12/14/23 - We show thereafter you called into our contact center requesting an update on the status of your account. Weve listened to the call and can confirm that you were provided an update. Also, during this call you were able to reference the email that was previously sent to you. 
  

  Overall, your feedback has helped us to identify areas where we can be of better service to our customers and we thank you for that. In closing, what youve requested as a final resolution was provided to you on December 12, 2023: 
  -The account in question, #****** was canceled and was not charged anything additionally. 
  -Being that the account is frozen, there hasnt been/won't be any additional monthly charges since/after 11/16/2023. 
  

  We appreciate the opportunity to be your pest control provider!
  Thank you, have an amazing day!

  
  Rafirio *************** of Customer Experience
  **********************
  

• Initial Complaint

  Date:11/09/2023

  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 pay $81 a month but do not receive services as agreed. Will cancel but refuse to pay cancellation fee

  Business Response

  Date: 11/09/2023

  Hello,

  We truly appreciate the following concern being brought to our attention and we're happy to find an appropriate resolution for the submitter of this complaint. 

  I want to initially confirm that we are aware of the feedback and we're working with the team to ensure this is addressed properly.

  I'm currently working with the Market Leader in the submitter's area to ensure this matter receives the attention it deserves. 

  We sincerely apologize for any inconvenience the submitter has endured and look forward to fully resolving this matter! 

  Please allow up to 24 hours for an official resolution to be provided, thank you!

   

  **********************

  Head of Customer Experience 

  ********************** 

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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.

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

  Business Response

  Date: 09/04/2023

  Hello,

  Thank you for bringing the following concerns to our attention. I've reviewed the feedback submitted pertaining to the following account and sincerely apologize for the inconvenience. Upon being made aware of the following complaint, I reached out to you and you asked that I call back in 30 minutes. Upon 30 minutes lapsing, a return call was made to you and you were not available. I understand your time is valuable, so I'm leaving a recap of the resolution we are providing pertaining to this complaint. Regardless of your customer status, your experience with ********************** is extremely important!  We wanted to let you know that we've taken the following actions:

  * The following feedback was forwarded to the Market Leader in your area, and your sales experience been addressed.

  * I also reviewed the call pertaining to the conversation you had with a representative to follow up on your concerns. The way you were treated was unacceptable and this has been addressed as well.

  * Due to your overall experience and request to fully resolve this concern, I've refunded $74.69 to your payment method on file. A copy of the following transaction has been emailed to you. Depending on your financial institution it may take several business days to be returned to your payment method.  

  Again, on behalf of Magna Pest Solutions I sincerely apologize this happened! 

  Have an amazing day!

  ********************;

  Head of Customer Experience 

  ********************** 

• Initial Complaint

  Date:08/21/2023

  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 was told by the Sales Agent that I would be receiving services every other month for $40 a month, with additional services as requested. I signed on a tablet agreeing to this. But I was being charged $74.95 a month for ***** July and August of 2023. I contacted **************** and raised a complaint as I had received only one full service on May 11, 2023 and a follow up touch up service in ***** but only for the exterior of the home. **************** replied that they only service every three months and for me to cancel my service I would have to pay $250.00. I sent them a copy of my documentation which clearly showed every other month service and a fee of $40 a month. **************** responded saying they would lower the monthly fee to $39.00 a month, refund me the overage I had been paying and provide a full service on Friday, August 18, 2023. I was also informed by their **************** department that if I wanted them to come every month they would do so. Technician came, but was only told to service the interior. I told him there must be a a mistake and that I was to receive a full service for both interior and exterior. He responded by telling me that I was not due any other service as I had recently had the exterior serviced, but he couldn't tell me when. I asked him to check with his office as this was not what I was led to believe by customer service. He angrily left, and never returned. I called the office and also texted them to get this issue resolved. No response, but they did send me a notification of a touch up service completed at my home that date, but none was done. As Magna Solutions cannot seem to fulfill the contract that I was shown by the Sales Agent and signed on a tablet, I want out of this contract without any further charges or fees to my account.

• Initial Complaint

  Date:08/07/2023

  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.

  Magna pest control door to door sales person was very pushy into making me buy service. Ultimately I caved in when he said to try the service out with the special pricing. I was never told I was getting in a yearly contract with monthly obligations. Very poor and deceptive attitude and behavior by D2D sales person.

  Business Response

  Date: 09/04/2023

  Hello,

  Thanks for bringing your concerns to our attention, we sincerely apologize for the inconvenience. Regardless of your current customer status, your experience with ********************** is extremely important to us. As a potential customer our approach is to provide our communities with an authentic sales experience that enables you to make an informed decision before signing up for services. Based on your feedback and further review, missed the mark **** and we apologize for that.  I've forwarded your feedback to the Market Leader in your and your feedback was addressed with the team.  I also provided you with a $250 refund you were charged to close your account.  If you need anything else please let me know!

  Again, we sincerely apologize and are happy we're able to fully resolve this for you!

  ********************;

  Head of Customer Experience 

  **********************

   

• Initial Complaint

  Date:08/07/2023

  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 was promise guarantee there would be no mosquitoes no water bugs no other flying insects around my home once they start treatment I was also told they will come in and spray for water bugs that never happen. Also, I was told Ill be billed before they come back out each month on the third I was billed twice in one month I called to cancel the service explain to them that the service was not working for me, the problem was just worsen talk to a young man on a recorded line and told him that I would like to cancel my service and the reason being Aunt on recorded line. The young man told me he would cancel the service because I was it within my 30 days and the money would be back on my card $49 instead he charge my card again for $250 this company promised service that they could not deliver.. I truly was harassed into getting this Service told a young man serval times no but he said I guarantee the service would work or my money back instead I just wanted to cancel the service before they came back out. I got service Texts between me and the company and as I stated earlier, we were on a recorded line so the line will provide what he told me that he was canceling my service and the $49 will be put back onto my card

  Business Response

  Date: 09/04/2023

  Hello,

  Thank you for bringing your concerns to our attention, we sincerely apologize for the inconvenience.  Regardless of your current customer status, your experience with ********************** is extremely important to us.  After further review, I wanted to let you know we've taken the following actions to address your concerns:  

  *The following feedback has been sent to the Market Leader in your area, and your concerns regarding your overall experience with sales and the expectations for services have been addressed.  

  *I've also reviewed the call pertaining to your request to cancel and see how there could be a misunderstanding based on what you were told.  

  Due to what I discovered when researching your account & concerns with Magna Pest Solutions, I did refund $299 dollar to the payment method on file.  

  Depending on your financial institution, it may take several business days to see that returned to your payment method. 

  Again, on behalf of Magna Pest Solutions I apologize for your experience and wish you a great rest of your day!

  **********************

  Head of Customer Experience 

  **********************