Complaints
This profile includes complaints for The Bug Master's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Bug Master company sent out an email if we wanted to renew a termite inspection at our apartment complex The 1048 Modern Living. We did not request to renew the contract. On 11/30/2022 they sent someone out anyway and billed us for it in the amount $2,776.61. We reached out to the company to let them know we did not request service but they would not void the bill. We continued trying to dispute the bill, but in the meantime on 4/11/2023 they suspended service for pest control, at this same property, which was a separate contract that we paid for. On 8/10/2023 they suspended pest control service at our other property The Flats at ***** that we also paid for. Even though we paid for these services, they did not provide pest control. As a result, we had no choice but to cancel the pest control services to both these properties on 8/10/2023. On 5/22/2024 we got a notice from a collections agency for the termite inspection bill and see that The Bug Master provided the collections agency with a contract as a form of proof. This contract had our forged signature and the contract start date was May 14, 2024 yet this bill was for 11/30/2022. This contract is fraudulent and we would like The Bug Master to void this bill. We have reported this to the police and they recommended we also report this to BBB.
Business Response
Date: 07/18/2024
After thorough investigation and discussions with Management we maintain our decision to proceed with collections. The agreement in question includes annual Termite and Sentricon station fees, which automatically renew due to the leased nature of the Sentricon stations. Despite prior assurances from two senior staff members at the property, payment has not been received. Regarding the date discrepancy, our system automatically updates the date when reissuing agreements. Additionally, their sister property was placed on hold per our collections policy at that time. We also assure all work was completed and have supporting work orders.Customer Answer
Date: 07/23/2024
Complaint: 22002354
I am rejecting this response because:
When the renewal notice for this termite service came in, the owners personally spoke to a representative of Bug Master indicating they did not want to renew this termite service. The owners also called Bug Master representatives MANY times to dispute this bill for several months. We do not have two senior staff members at this property and no assurances for payment were given. The owners canceled service on 8/10/2023 so why would Bug Master renew this termite service again in 2024? And why did Bug Master forge our signature? We have yet to get an explanation for that. In addition, the renewal would have been in November not when this bill was sent to collections. This proves our point that we have requested to cancel service yet Bug Master continues to force this service on us and make us pay. The attached document labeled FAO is proof that we paid for the pest control service in August and did not receive the full months worth of pest control service for the affiliated apartment because Bug Master put our account on hold early in the month. We asked for a refund and did not get it. On top of that, this email shows on 9/1/2023 Bug Master continued to send invoices for pest control services even though they placed our account on hold and we canceled the service. We have never seen a company do business in such an incompetent and unprofessional manner and behave in such a dishonest and hostile way.
Regards,
***************************Business Response
Date: 08/07/2024
After carefully looking into the matter and talking with Management, we have decided to continue with collections. The agreement, which was signed by their office management team and included an auto-renewal clause, requires yearly fees for Termite and Sentricon stations that renew automatically because the Sentricon stations are leased. Even though two senior staff members at the property had previously assured us, we still haven't received the payment.
Regarding the date discrepancy, our system updates the date whenever agreements are printed. Additionally, their sister property was put on hold according to our collections policy at that time. We assure you that all the work was completed, and we have work orders to prove it. Below is a list of notes that are on account about invoice being owed.Customer Answer
Date: 08/07/2024
Complaint: 22002354
I am rejecting this response because:The agreement was not signed by our office management team as your suggesting. This agreement Bug Master provided as proof has a forged signature of the owner of the property. The owner has filed a police report for this fraudulent signature. In addition, this agreement should not have been renewed in 2024 because service was canceled in 2023, just like it should not have been renewed in ************************************ 2022.
Regards,
***************************Business Response
Date: 08/28/2024
We have investigated the matter and have decided to allow the the collections process to reach its conclusion. We consider this issue finalized.
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