Complaints

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

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Romex Pest & Termite Control has 6 locations, listed below.

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  Romex Pest & Termite Control

  6829 K Ave STE 104 Plano, TX 75074

• 

  Romex Pest Control

  542 Johnny F Smith Blvd Suite 202 Slidell, LA 70460

• 

  ROMEX Pest Control

  16855 Gresham Cir Ste D Flint, TX 75762

• 

  Romex Pest Control, LLC

  PO Box 911644 St George, UT 84791

• 

  Romex Pest Control

  3825 NW 166th St D4 Bray, OK 73012

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:04/14/2024

  Type:Product 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.

  *UNIMAGINABLY IN BUSN FOR 7 YRS & HAS OVER 50 BBB COMPLAINTS IN THE PAST 3 YEARS.* Charge of ****** on 7/11/23 for extra service that was NOT part of the qrtly svc. Unautho charge of ****** on 01/30/24 for what was to be a RE SERVICE! Unautho charge of ****** on 01/31/24 for a CXL fee. They provided an agreement that include the 250 CXL fee that was not signed by me! Easily proven! Svc was to be 6 serv over 12 months. Serv Months 6-23, 8-23, *****, 1-24, 3-24, & 5-24. To be Inside/outside including garage & attic. Only Sat or Mon. Multiple scheduling issues from day 1. 1st service was 6-10. Next service should have been Aug-23. Came out on 7/11. Svcd the outside & left Refused to refund when I complained. 7/11/23 was a Tues. No one was home. 12 days later, recv email about svc not even a full month later. I was also out of town. Called to have this serv reschld. I was charged again! Recv email on 8/28 that they were coming out on Wed, August 30. I was not avail. Servcd the outside & left. Came out in Nov, spoke with the tech via camera, told him no one was home. Svcd outside only again & charged my card when I said I had to reschdle.Recvd email Tues, Nov 21 saying that they were going to do re-service for Fri, Nov 24. Holiday weekend, no one home. Emailed then on Nov 24th to rescdl for the next Sat open. Did not receive an email back till Nov 27. New re-service date was Sat, Dec 23rd. Now the 3rd attempt on an incomplete serv. Recv email for re service on Sat Dec 23. Tech came out, confused on what he was doing. Should be completion with inside/out svc. Didnt have glue boards. Said prev service was not done correctly. He needed to come back *********** would reach out within a week or so to re-sched. 01/18/24 I called & lft msg to follow up. Thurs 1-25 recv email for Seasonal Svc on Mon 1-29. This was to be RE-***. I emailed on Fri 1-26 asking if this was for the re svc? No one responded until Mon 1-29 saying it was for seasonal svc. Tech came out, spent 6 mins in the front yard & left. Charged for a full serv. I recv paid receipt for an unauth charge of ****** for the *** on 1/30. Recpt has $0 balance. Paid recpt for an unautho charge of 250 for a CXL fee. Paid recpt has $0 balance. Now recv harassing emails, txt ************ calls about paying a ****** miscellaneous $35 fee that they have tried to fraudulently charge to my card. The most unethical, unprofessional, deplorable, and despicable company I've ever had the displeasure of dealing with!

  Business Response

  Date: 04/15/2024

  Please call the office to discuss.

  Customer Answer

  Date: 04/15/2024

  I called Romex Pest Control on 04/15/24 at 12:27 PM and was hung up on. I called back at 12:28 PM and spoke with ***. Explained that I needed to speak with some one abut a BBB complaint that I had filed. I was placed on hold for 10 minutes. I was transferred to supervisor named *****. Although this Gentleman was nice, he had no clue what I was calling about. He said the only notes he shows is their collection attempts to collect an outstanding balance from me. This would be the mysterious miscellaneous $35 that Romex is trying to collect. Same $35 that Romex tried to charge to my card without permission.  As previously stated, this company operates with total inconsistency and lack of knowledge. They respond to my complaint by telling me to call the office and when I do, know one has a clue what I'm calling about, like usual.

  I will not reach out again!!!
  

  Customer Answer

  Date: 04/16/2024

  This is my second time responding. I do not see my first response posted and have not received confirmation that it was received so I am resending. I called Romex on 04.15.2024 at 12:27 PM and was disconnected. I called back at 12:28 PM on 04.15.2024 and spoke to ***. Explained that I needed to speak to someone about a BBB complaint that I had filed. I was placed on  hold for over 10 minutes. A supervisor by the name of ***** took my call. Even though ***** was polite over the phone, he had no clue what I was calling about. He said the only information his system was the collection attempts they have made to collect an unpaid balance. This would be the same $35.00 mysterious and unexplained balance noted in my original complaint that Romex has tried to fraudulently charge to my credit card. Another example of how inconsistent and un organized this company is.

  I will not reach out again.

  Customer Answer

  Date: 04/19/2024

  I am rejecting this response because: I was asked to call the office and did as asked. When I called, the supervisor that I spoke with had no clue what I was talking about. Considering I was told to call in regard to this complaint, some one should have known something. No one should be subjected to such lack of regard and inconsistency. This is just continuance of the on going problems from the beginning. 

  Customer Answer

  Date: 05/17/2024

  I would like to update this complaint. This company has refunded my money and I would like to show this to be resolved please.

• Initial Complaint

  Date:02/15/2024

  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 recently called Romex pest services to cancel my service. I was using *****'s pest control who originally installed termite stakes around my home. When I called Romex pest control they told me that they would charge me $250. to cancel my service and that they would send someone out to remove the termite stakes that they never installed. They then charged me $85.80 for removing the stakes and $250. Cancelation fee. $335.80 total. Never again. ??

  Business Response

  Date: 02/15/2024

  You had called on 2/12 and told the representative you were fine with the the cancellation fee and charge. If you would like to discuss this further, please call *************.

• Initial Complaint

  Date:12/04/2023

  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.

  Hi Team I was contacted by a person for taking Romex pest control , finally I took it but I was not happy with first service , I did ask them to cancel the service but they are asking me to pay $250 as cancellation , its really high for me otherwise they are asking me to restart service, I am not really happy with this service, please help me out

  Business Response

  Date: 12/05/2023

  We have waived all fees and closed the account.

• Initial Complaint

  Date:11/18/2023

  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.

  On 10/3/2023 I spoke with a sales person and explained that I am a renter not the owner of the property and that he would have to clear it with the property manager before I agree to anything. The sales person stated that the trailer park would cover the initial costs and if I needed to cancel the policy because I was moving to an area they do not serve there would be no fee. I was told If we moved to an area they did service and cancelled then it would be a ****** fee. I told the sales rep that I wasnt sure how long we would be here or what state we would be in, so the option made it a major sailing point. We ended up staying in ***** but moved into a short term lease apartment. Rolex cannot service. I called in to process the cancellation and was told that they would check with the sales rep and if he verified my statement, only then would they keep their word. I was thinking of only putting a hold on the contract but being called a liar and then getting the runaround multiple times to receive timely service has changed my mind. I want to cancel my policy and have them stand by what was promised; no fee included on my final bill.

  Business Response

  Date: 11/21/2023

  There is no present cancellation fee. There is, however, a remaining balance from the first service. Once this is paid, we will waive the cancellation fee and close the account down without a penalty.

• Initial Complaint

  Date:11/15/2023

  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.

  I have been trying to cancel the pest services provided by Romex Pest based in ******, ***** via multiple emails and voicemails. Account #****** They will not cancel as requested. As well, the sales rep who sold me the services said that he would cover the cost of any cancellation fee ($250 USD) and added this to my account notes when he setup the account on his IPAD at my residence on Oct 21, 2023.The reason I want to cancel is because I was told my initial service should be $69 USD but then I was charged $279 USD after the treatment and had to chase ROMEX customer service to get refunded and charged the proper amount. There was no apology or compensation offered for the inconvenience. As well, I caught this mistake which seriously seems to difficult to make based on their billing software. It wasn't good customer service and so I am cancelling.

  Business Response

  Date: 11/28/2023

  The account has been closed and difference has been refunded.

• Initial Complaint

  Date:10/18/2023

  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 was solicited at my home by the owner of the Romex Pest control company for pest control services located in ******, ***** (I dont know if its affiliated with the business in *****, *****). I signed up for services with the understanding I could cancel any time if I was not satisfied. When I called to cancel, they told me that the contract stipulated I was locked into 7 treatments at $97 each. When I canceled the contract, I was charged $250. It is an unscrupulous business practice and tantamount to extortion when advertising your services but fail to outline that the service is contractual and that a penalty would be applied. This should be clearly communicated not left to the fine print. Ive just paid today, over $300 for a service that is ineffective.

  Business Response

  Date: 11/10/2023

  We have refunded the charge.

• Initial Complaint

  Date:09/20/2023

  Type:Order 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.

  A man from Romex was in my mother's neighborhood selling services and a neighbor of hers told him that my mom has Alzheimer's and not to bother her. He did anyway. I talked with ******* today, 09/19/2023, to cancel a contract they sold my mom and he said they could only "look" at doing that if I submitted her diagnosis of having Alzheimer's from her doctor. When I refused because that's personal information, he said that if she didn't pay future bills that she would be sent to a collection agency. They should not be able to get away with selling an 81 y/o woman with Alzheimer's a policy that she didn't need and doesn't remember even talking to anyone. The man, *******, that I talked to was very rude and when I asked who his boss was he asked why I wanted to know that. When I told him I wanted to speak with someone else he said that what he had told me was all I needed to know and hung up on me.

  Business Response

  Date: 09/20/2023

  We are more than happy to resolve any issues but there's no address where we can look up the account in question. Please call ************* and ask to speak to ******.

  Customer Answer

  Date: 09/20/2023

  I have reviewed the business response and accept this resolution. I spoke with ****** and we were able to come to a resolution on the issue.  Thank you ******.

• Initial Complaint

  Date:09/06/2023

  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.

  We are from ******************************************************************. On Aug 23, 2023, we received a pest control service from Romex and the invoice was ***** dollars. However, Romex charged us on the same day for ****** dollars. We called Romex customer service on Aug 23 and Aug 29 twice regarding this. During both phone calls, they acknowledged that they made a mistake and agreed to refund us immediately the discrepancy back onto our credit card. However, as of today Sep 6, 2023, we still have not received the refund.

  Business Response

  Date: 09/06/2023

  Please allow approximately 5-7 business days for your money to be back into your bank. Most if not all banks were closed due to the holiday, so it might be a little later.

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because:   

   

  During my 2 phone calls on Aug 23 and Aug 29, Romex said it takes 3-5 business days. Now here it says 5-7 business days. Even if it is 7 business days, from Aug 23 till now how many business days? Why still I have not received my refund? We all make mistakes. It is not a big deal. But the attitude from the Romex is dishonest and horrifying. It never apologizes to us for obvious overcharging and still has an attitude.  

  Business Response

  Date: 09/06/2023

  Please do not perceive this as anyone having an attitude. We apologize for the delay. If you would like, we can even go as far as to email you a screenshot of your account for proof of refund process.

   

• Initial Complaint

  Date:09/06/2023

  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.

  The service is nothing like the door-to-door sales guy described. The sales guy really poured it on and if the service was anything like he described in his sales pitch your business would be booming and you would not have any complaints, but we both know that isnt the case. My experience with this company got me to the point of informing this company if anyone from Romex comes back on my property they would be arrested for trespassing. I paid the initial fee, but I refuse to pay this bait and switch scam one more cent. After they canceled the service, I was sent a bill for a cancelation fee of $250.00. This will not be paid and request it be made right. Thank you.

  Business Response

  Date: 09/06/2023

  We have waived the fee.

  Customer Answer

  Date: 09/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/25/2023

  Type:Product 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.

  8/25/23 Romex used a "salesman" to work my neighborhood to have pest control services performed. I explained that I was not the owner of the house and am just a renter. He said he was spraying other houses in the neighborhood and that even though I didn't want services he said that he would have extra that needed to be used up and that he would give me a discounted rate for the ONE TIME service. I agreed and he gave me a tablet to sign for consenting to have to performed. I am not disputing the initial service which I agreed to, but now Romex is saying I signed and agreed to a 7 time service which is fraudulent and I was never presented with the original "stated" agreement. My signature is clearly on a separate page from the "contract", and now I am disputing the $250.00 cancellation fee for ending this fraudulent contact (Receipt attached).

  Business Response

  Date: 09/11/2023

  We have attempted to call multiple times. I have no problem refunding you but would need to have a conversation first. Please call us *************. Thanks.

  Customer Answer

  Date: 09/14/2023

  I have reviewed the business response and accept this resolution.