Complaints

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

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  Moxie Pest Control, LP

  8404 Esters Blvd Ste 100 Irving, TX 75063-2232

  
• 

  Moxie Pest Control

  50 Budney Rd Hartford, CT 06111

  
• 

  Moxie Chantilly

  14301 Sullyfield Cir Ste G Chantilly, VA 20151

  
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  Moxie Alexandria

  7420 Fullerton Rd Ste 100 Springfield, VA 22153

  
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  Joshua's Pest Control

  245 W Roosevelt Rd Ste 11 West Chicago, IL 60185

  

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:05/26/2025

  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.

  Attempted to cancel service multiple times. Business then came to my house and provided service while I was not home and after stating I wanted to cancel - and is now trying to charge me $444.11. Spoke with someone on the phone who acknowledged there was a record of me attempting to cancel my service before service was provided again (unscheduled and never requested).

  

  Business Response

  Date: 05/27/2025

  After reviewing the account, we confirmed that a customer initially requested to cancel ******************** in September 2024. At that time, they were advised to wait until May 2025 to officially end the termite service, as it had already been paid through that period. However, a service was mistakenly scheduled and completed in April 2025, which resulted in an additional charge. We acknowledge our part in this oversight and are taking accountability by assisting with the amount that was charged. For more details, please log into your customer portal.
  

  We would also like to remind our valued customers that respectful communication is essential. While we understand that billing issues can be frustrating, yelling or using profanity toward our representatives or account managers is unacceptable. We are committed to providing support, and respectful dialogue ensures we can help resolve matters efficiently. Thank you for your understanding.

  Customer Answer

  Date: 05/31/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:05/23/2025

  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 recently had Moxie Pest Control inspect my home and was told there were termites present, with a $2,500 quote for treatment. Thankfully, I got a second opinion and the other licensed pest professional found zero evidence of termite activity. No mud tubes, no wood damage, ********** really disappointed because this felt like an attempt to scare me into a major, unnecessary service. As a homeowner, I take these things seriously, and I trusted them to be honest and thorough.I would highly recommend getting a second opinion before committing to any high-cost treatment with this company. Im grateful I did it saved me thousands.

  

  Business Response

  Date: 05/26/2025

  Thank you for your feedback. Please also take into consideration that the services we provide are not the same as those offered by other companies. Different companies offer different types of services, which can result in variations in pricing.Additionally, you should consider the specific services included when you sign up with us. For example, our termite service comes with a yearly follow-up, which involves refilling any stations that need attention and taking care of any necessary maintenance. This is included in our price, whereas some competitors might not offer this. There are several factors like these that contribute to why our prices may be more competitive compared to others.

• Initial Complaint

  Date:05/23/2025

  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.

  We were sold Moxie pest control from a door-to-door ******** who claimed they provided service to other homes in our community. He collected a signature to authorize the technician to enter my home the following day. It turns out my signature was copied and pasted 3 different times into their full 12-month agreement along with initials that were digitally typed (not by us). M Moxie came once the following day and stated if we see any more pests within ***** days to call back and they would come for free to fix it. When we contacted them, they delayed their return and stated it would have to be a full charge and completed as the first quarterly clean instead of a free clean as guaranteed to us before. They then cancelled this appointment. We tried to reschedule several times and were given windows in which their technicians did not show up, leaving us at home waiting around. When we complained, we were reassured that a technician would be coming the following Friday guaranteed from 1-5pm. We stated closer to 1 is best and they agreed. When it had already been after 5:30pm on that Friday, we called in to ask where the technician was and were told that there was no such thing as a 1-5pm window and that we were just put down for PM and he could come as late as sunset. Turns out no technician showed up again. We called to cancel and were told an account manager would call us the following business day. 3 business days later we receive a text message asking us to call them. They waited until we were outside of the official cancelation window to now tell us there is a fee we have to pay. Their customer service **** are trained predators and threatened me over the phone with legal action stating we were avoiding service, when in fact they no-showed or canceled 4 different times. They invoiced us for $516 for early termination of an agreement we were never legally shown or signed. They even have a video agreement we never completed. Forged docs and invoice attached.

  

  Business Response

  Date: 05/26/2025

   This is a duplicate. This spouse has already submitted a ticket which is under ****** *****.

  

  Business Response

  Date: 05/26/2025

  Please be informed that your spouse, ****** *****, has already been assisted with this request.
  

• Initial Complaint

  Date:05/23/2025

  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 sold Moxie pest control from a door-to-door ********. He collected my signature to authorize the technician to enter my home the following day. It turns out my signature was copied and pasted three different times into their full 12-month agreement along with my initials that were digitally typed not by myself. Moxie came once the following day and stated if we see any more pests within ***** days to call back and they would come for free to fix it. When I contacted them, they delayed their return and stated it would have to be a full charge and completed as the first quarterly clean instead of a free clean. They then cancelled this appointment. We tried to reschedule several times and were given windows in which their technicians did not show up for or call at all, leaving us at home waiting around. When we complained several times, we were reassured that a technician would be coming the following Friday guaranteed from 1pm-5pm. We stated closer to 1 is best and they agreed. When it had already been after 5:30pm on that Friday, we called in to ask where the technician was and were told that there was no such thing as a 1-5pm window and that we were just put down for PM and he could come as late as sunset. Turns out no technician even showed up again. We called to report this and cancel and were told an account manager would call us the following business day. 3 business days later we receive a text message asking to call them. They waited until we were outside of the official cancelation window to now tell us there is a fee we have to pay. Their customer service **** are trained predators and threatened my wife over the phone with legal action stating we were avoiding service, when in fact they no call no showed 3 different times on us and tried to reschedule the 4th time outside of the window they promised. They claim they will be invoicing us for $500 for the inconvenience of cancellation. Agreement attached with my falsified signature copied.

  

  Business Response

  Date: 05/26/2025

  Im sorry youve been feeling frustrated  I completely understand. After reviewing your account, it looks like your wife handled the scheduling and cancellations. One appointment was canceled per your request, and another was missed because the technician ran out of daylight. Since routes are scheduled first-come, first-served, that can sometimes cause delays for late additions.Regarding the agreement, its only signed after being generated and is automatically emailed (in your case, to ************************** on 04/24/2025 at 4:57 PM CDT). Even if the terms werent explained in full by the **** a copy is always sent to review.

  
  Also, please note: the cancellation fee has been waived, and you do not owe anything. Feel free to log in to your portal to confirm:  ****************************************************

• Initial Complaint

  Date:05/21/2025

  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 began services with Moxie Pest Control in September 20 & had no issues until November 23 when an attic inspection was done & we were told we had a mouse infestation in our attic that needed resolved immediately. Bullying/scare sales tactics were used to coerce us to complete a reinsulation ASAP because if we didnt we could deal with more damage including dead mice in our walls that would release a chemical causing harm to our family in addition to many other things. We could do the general insulation which would cost $10k or the stay-foam which was guaranteed to keep critters out. But we needed to make our decision right then to keep our deal pricing of $17,200! (I wont go into the debt weve accrued because of this). And of course, they had a cancellation so an immediate *********** WEEK LATER we heard noises! I called & when I spoke with ****, a branch manager, who laughed & said thats not possible. I cried & cried because I couldnt believe I just spent this much money when my uncle just did the same job with another company for <$12k. It took a few days for someone to come out to inspect. The crew found a few holes & sealed them up.A walk-through was to be done one month after (never done). At 3-months, noises! I called & they sent someone for an attic inspection. He arrived; gave me glue traps & told me to put them up there myself. I asked him to do & he said he wasnt licensed to do so. Another call to Moxie. A few days later I finally received a call back & the crew came out to find some ************* points outside which they ********** we are today, 1.5 years later & STILL hearing critters in our attic. I contacted customer care & waiting for a branch manager to return my call.If I get out of my contract, they no longer will service any issues. Moxie not only price gouges, uses bullying & scare tactics to force you into buying the highest priced product & only cares about getting your money & moving on to the next customer.

  

  Business Response

  Date: 05/26/2025

  Thank you for your feedback, and I truly understand your frustration. I'm sorry you feel this way, and Id like to offer some clarity regarding our services and how they differ from others in the industry.
  Please keep in mind that different companies have different pricing structures based on the specific products and services they offer. Which can make them more competitive in certain areas. When it comes to insulation jobs, it's essential that all potential entry points are properly sealed during the exclusion process to prevent critters from entering your home. The type of insulation you choose also plays a key role. Spray foam insulation is primarily used for structural protection, while other types, like TAP], contain pesticides that aid in pest prevention. The effectiveness of the treatment can vary depending on which option was selected.
  

  I also took a look at your account and noticed youre enrolled in quarterly services. Based on our records, it appears that only exterior treatments have been completed so far. I did not see any notes requesting interior service or specific rodent treatment. If this was overlooked or needed, wed be happy to address it. Lastly, while our team can assist with exclusion work during service, its also important to understand that fully sealing your home to prevent entry from pests is ultimately the homeowner's responsibility. Proper sealing goes a long way in making sure pests dont find a way inside.

  Customer Answer

  Date: 06/03/2025

  I am rejecting this response because this response does not align with information received from Branch Manager nor have I ever been informed of any additional services needed outside of what I am already receiving. This response is implying that additional services are needed to cover "exclusion" work, however no exclusion work has been necessary. The job was not completed as there continues to be gaps found within the insulation and mice were still entering the house. The Branch Manager reached out last week and a portion of my "investment" was sent to me to compensate me for the mislead information from the Salesperson. In addition, I have been promised free services for a year and a thorough check of the attic and perimeter of house as well as any exclusion work needed, but I am waiting for this in writing as I want to make sure there are no issues down the road. Per the Branch Manager, the Regional Manager and Corporate are aware of my ****** Review and BBB complaint and are going above and beyond to try to makeup for the poor customer service. I have expressed that the lack of communication across platforms (Branch Manager and BBB response) is unacceptable if this is truly being reviewed thoroughly, and not just slapping a check in front of me to keep me quiet. Once all parties are aligned, promises from Branch Manager are received in writing, and completion of current attic inspection is complete will I consider closing out this complaint. Until then, I recommend whoever responds to these complaints not provide a blanket response and actually look into my account notes.

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out. Based on our records, this matter appears to have already been addressed by our corporate office. A refund check in the amount of $8,600.00 was issued and was expected to arrive by May 27, 2025. Given this, the check should have already been received. Regarding your request for a written document, please note that once a case is responded to through the Better Business Bureau (BBB), it is tied directly to your account. At that point, all relevant documentation, recorded calls, and internal notes are thoroughly reviewed. This process is how it was confirmed that internal rodent treatments had not been ************ clarify, exclusion work refers to sealing entry points in the home to prevent rodents or other critters from entering spaces such as the attic. Based on your feedback, it seems this service may no longer be required.Any confusion may be the result of ongoing communication with the local branch manager, who has been actively assisting you. If there is still an unresolved matter, please let us know so we can ensure it is properly addressed.

• Initial Complaint

  Date:05/21/2025

  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.

  Moxie uses predatory sales tactics. Their rep *** was in our neighborhood knocking on doors well past 9pm, Ignoring the solicitation ordinance and no solicitation signs. He even stated he does not check the "do not knock" list from the local govt because it's too long. For those who answered the door, he would not take no for an answer. This is a recurring issue with this company in the ***************** area and beyond.Citizens of Erlanger and Independence demand no contact unless authorized.

  

  Business Response

  Date: 05/26/2025

  Wed like to clarify that all of our sales representatives carry a valid solicitation license issued by the city. Typically, No Soliciting signs are meant to deter unlicensed individuals; however, because Moxie ensures that each representative is properly licensed, our team is legally permitted to knock on doors even in neighborhoods with such signage. We understand that this can sometimes be confusing, but please know that we strictly follow local guidelines and regulations. Additionally, our sales team does not knock on doors past 10 PM. Lastly, based on our records, it appears you are not a customer of **********************. While we welcome all feedback, we believe its important to clarify this for context when discussing our services.

  Customer Answer

  Date: 05/27/2025

  I am rejecting this response because:   While they have a valid solicitation license, the City of Erlanger requires that all vendors follow the ANTI-SOLICITATION (NO KNOCK) POLICY for any residents who have registered. I myself as well as several neighbors were registered, and therefore this list was not being followed. As stated, when we addressed this with *** (the business sales **** he stated that he did not carry this list because it was "too long". Since Ordinance #**** was violated, we will be filing to have Moxie removed as an approved vendor if this no-contact escalation is not followed.

   

  

  Business Response

  Date: 05/27/2025

  We understand your frustration and take this matter seriously. As mentioned before, the BBB is primarily for customers who have received a type of service and is mainly focused on consumer-related issues. If you choose to escalate or pursue legal action, that is absolutely your right, and we will fully cooperate with any formal investigation or process initiated through the City of Erlanger.
  Again, we appreciate your feedback and remain committed to making the necessary improvements to ensure this does not happen again.
  
  
  
  

• Initial Complaint

  Date:05/20/2025

  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.

  Had same person knock on my door and ring doorbell 4 different times today. The 4th time I opened the door. He said he was a manager and his name was *****. Really irritating that he came back 4 times. Moxie can feel comfortable knowing Ill never contact them unless he comes back!

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing this matter to our attention. We have reviewed the complaint and would like to clarify that the individual who submitted this report is not a customer of **********************.
  We sincerely apologize for any inconvenience caused by the repeated visits. We appreciate the feedback and will use it to further improve our outreach practices.

• Initial Complaint

  Date:05/20/2025

  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.

  My dispute is for the business to dismiss the fee they charged me that I was never told about by the salesperson that they had an early termination fee of $104.00. I called them at my last time e in April that they were due to come out and asked them if they could skip a visit and not come out due to financial reasons. The lady was rude about it and said they could not skip and if they did, they would still charge me. I told them that if they could not work with me then they could cancel the contract and not come out. Well, a few days later the technician showed up at my door to perform the service anyway. I told him not too and ask him was he ever told that I ask to delay the visit, and he said no plus he said they were no such fee. He was nice and he left, but now they have been hounding me over and over because I canceled to pay this fee of $104.00. I ask them not to bill me for such fee and just go away because they did not want to work with me and wanted me to pay even though they did not perform the service and would not stand behind the fact that there was an early termination fee. Please have them dismiss the charge. Thanks,

  

  Business Response

  Date: 05/20/2025

  As noted in the agreement you signedspecifically under Section 11Cit clearly states that both the initial service and all four quarterly services are required as part of the annual plan. If a customer chooses to cancel the agreement before the completion of all four services, they are responsible for 80% of the cost of the remaining services.
  In your case, only one quarterly service remained. As such, the balance you are being charged reflects 80% of that final service, in accordance with the agreement.
  While it may have been more beneficial to proceed with the final serviceallowing you to receive the full valueyou opted not to move forward. We also noted a request to postpone the service by six months from April to October. Unfortunately, our policy only allows us to defer services up to four months, and we were not able to accommodate that extended delay.
  Since the service agreement was cancelled before completion, and per the terms you agreed to, the early termination fee applies. We kindly ask that you proceed with settling the remaining balance.
  

  Customer Answer

  Date: 05/20/2025

  I am rejecting this response because: Number 1. The first ****** in **************** I spoke with is LYING because I never asked for a 6-month extension. I kindly asked you to skip this visit and make it on the next visit because I was dealing with financial SITUATION during that month in question and she stated that if you skipped it then I would be charged a penalty for y'all doing nothing. So, basically, she was very rude about it to me, so I made the decision just to forget the whole thing and I told her not to send the technician out when time come. Well then, a few days later there is a technician showed up at my door and I explained the situation to him, and he said that there was no such policy and not to worry about it! So, then he left without doing any treatment which was fine. Then I get a bill in the mail for cancelling the contract after the ****** in customer service was very rude to me. Plus, when the sales****** came out initially and solicited to me at my front door, he never said anything about being an early termination fee and said it was per treatment contract and that I just pay and it wasn't a contract for a certain amount of time. So, I took him at his word. Plus, I ask for someone to call me to discuss the whole issue regarding this fee and they never did. I think this Company should be ashamed of their customer ******************** and how they treat and talk to customers. So, I refuse to pay your $104 for nothing and for being treated in such a way that I will never do business with your Company again plus I will make my voice heard in how your Company treats people if you keep pursuing this fee that is very unprofessional and unethical after being treated this way.  Sincerely, *** *****

  

  Business Response

  Date: 05/21/2025

  You do not have a balance. Please log in to **************************************************** to review this. Your balance it at $0.00

  Customer Answer

  Date: 05/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/15/2025

  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.

  I signed up for for this service based on misleading information provided by this companys sales representative.On a cold day, the salesperson knocked on my door to offer me their services, thoroughly explained them. During our conversation, I explicitly mentioned my strong aversion to bugs, particularly spiders, roaches, and mosquitoes and he assured me that the service would include treatment for these specific pests and that if I ever encountered any issues, I could call for an extra spraying, at no additional ******** that the weather is favorable for outdoor activities, I called to request a mosquito spraying, only to be informed that my service does not actually include mosquito treatment, and I would be charged extra for that. This contradicts what I was assured when I enrolled in the ********** fact I was tried to be manipulated to Acquire an extra service and they would deduct the mosquito treatment addition from that new service. Everything is a trap to make us pay more.When I expressed my desire to cancel the service due to this discrepancy, I was informed that I would incur a cancellation fee. I find it unacceptable that I should have to pay for a service that was misrepresented to me. After speaking to another representative about my situation and reiterating my refusal to pay a cancellation fee, I was told they would contact me with a resolution. However, I have yet to receive any follow-up, and my attempts to reach out for updates have been met with unavailability or silence.Furthermore, I was charged $361.12 WITHOUT MY CONSENT for canceling the agreement , despite the fact that no one has called to notify me about the solution or responded to my inquiries.I am disappointed by the lack of accountability and communication from this company. I expect a resolution to this matter and clear acknowledgment of the misrepresentation that occurred. I would appreciate a prompt response to this complaint.

  

  Business Response

  Date: 05/16/2025

  Thank you for reaching out. I completely understand your frustration, and I sincerely apologize for any confusion this may have caused.
  Unfortunately, mosquitoes are not included under our General Pest Control service. You are welcome to request a general pest spray; however, mosquito treatments fall under a separate subscription plan. For your reference, the pests we cover under the ******************** are listed in the service agreementmosquitoes are not among them.
  Here are the services we currently offer:
  General Pest Control
  Insulation Services
  Termite Stations
  Mosquito Treatments
  Mosquito In2Care
  Lawn Care
  We understand you're interested in mosquito service. Weve notified the department responsible for new service enrollments, and someone will be reaching out to you shortly.
  Regarding your request for early cancellation, unfortunately, we are unable to accommodate it. All terms and conditions, including the cancellation policy, are outlined in your agreement. The cancellation fee is clearly stated in Section 11-C. Were sorry if this was overlooked during the sign-up process.

  Customer Answer

  Date: 05/24/2025

  I am rejecting this response because:   
  this response looks like an AI response which outlines the words to trigger it.

  
  I am NOT, by any means, requesting mosquito spraying from your company. And I am NOT interested in someone for new service to contact me.

  I am explaining what happened with one of your sales person, who offered me a service and explained verbally mosquitos were included. Thats deceiving and a complete LIE. He came and said the first month was a discount pricing if I signed in that moment, so I didnt stay in the cold to read a bunch of documents from an iPad.

  Also I dont want to cancel, I already cancelled and I got charged a cancellation fee.

  I dont accept this response, if I cancelled it was not because I didnt want to pay or I couldnt pay, it was because I was lied to enroll in a service which didnt honor what they offered.

  

  Business Response

  Date: 05/26/2025

  I'm sorry to hear that you're feeling this way. As previously mentioned, all the services and terms are clearly outlined in the agreement, which is provided to every customer via the email address they give us at the time of signing. We understand that details can sometimes be overlooked, but it is the customers responsibility to review the agreement. We honor the three day buyers, right, which is essentially means that the customer has three days to cancel after the service test started with no cancellation fee. Unfortunately, since this policy was not acted upon within that timeframe, and the cancellation terms were disclosed in the signed agreement, were unable to waive the cancellation fee.

• Initial Complaint

  Date:05/14/2025

  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.

  I signed up for quarterly treatment...the treatment did nothing. After 4 treatments I thought my quarterly was finished. Then Moxie said the first one didn't count so now they want more money...I refuse to pay

  

  Business Response

  Date: 05/15/2025

  The customer is upset because there was one last quarterly service left in their plan, scheduled for March, which they ended up canceling. As outlined in the agreement they signed, the service plan includes four quarterly visits on top of the  the initial appointment. Since the customer chose not to complete the final service, it falls under early cancellation. Our account manager, spoke with the customer and explained that this would be considered early termination and, as a result, there would be an 80% fee on the remaining balance. Unfortunately, during that conversation, the customer became very upset, used profanity, and was disrespectful toward her, who was just trying to help. Since theres still an outstanding balance for the early cancellation, our collections team has been trying to follow up, but the customer has continued to respond in a rude and aggressive way.
  We do understand the customers frustration, but the agreement clearly explained the terms, and those were also communicated again by our account manager. Because of that, were not able to refund anything or waive the cancellation fee to close out the account.