Complaints

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• Initial Complaint

  Date:11/08/2022

  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.

  I paid over $1500 to Critter Control of San Antonio; ***************************** has been to our house four times over seven weeks and made zero progress. Not one mouse has been caught and the mouse problem is worse than ever, meanwhile the unnecessary damage to my home is growing each day Critter Control drags their feet. Last night they chewed threw the hose connecting water to my refrigerator, causing a flood of water at 2AM.******* did not actually inspect the property for points of entry and inspected / set traps only at the places inside we had seen evidence of mice, and so of course, the problem persists.Critter Control is now quoting me an additional $600 to actually do the job I have already paid them $1500 to do. And even in the face of how poorly this job has been handled, and how much they have been paid, I am unable to get the owner, ************** Hellen, to speak with me to try to find a resolution.

  

  Business Response

  Date: 11/17/2022

  Whereas we welcome feedback, this is not an accurate depiction. It was explained to *******************************, who hired us, that when it comes to rodents it is a process and not simply sealing up the home would eliminate the rodent issue. 
  Our Service agreement states on paragraph 3 that a home on Pier and *************** may not be possible to locate the entry and that on-going service may be necessary.  (see below)
  Service Agreement **Tile Roof/Pier and Beam: Customer understands that it is not always possible to locate the animal entry site on a tile roof /pier and beam structure and therefore we cannot guarantee there will be no additional animal activity once the exclusion is completed. On-going service may be necessary.
  
  The home is older and had many areas where rodents could enter the home.  A foundation company that they hired had left behind a pretty large hole under the deck for rodents to enter the home.  A repair estimate for this hole was given to ************************** who declined the repair stating that they were going to have the foundation company return and seal the hole they left behind. 
  The initial inspection was at no charge and an estimate to seal the entry sites (including photographs) was given to ***************************  At the initial inspection we do an all over inspection to try to locate the entry sites.  Since we at the time are not contracted to do any of the work, we do not lift up deck boards, or other structures to look for entries.  If necessary, this is done after we have received permission to start work on the home.
  Mr. ***** made demands that included never speaking or seeing **************, and never speaking to my office staff ever again. It became clear we would not satisfy ************** and decided to not pursue additional agreements.