Complaints
This profile includes complaints for Fox Pest Control HQ's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 346 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/13/2023
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.
A door to door salesman came and sold us a comprehensive pest solution providing both indoor and outdoor services.
Two days later with no notice the service person called saying he would be there shortly. My husband responded he wasn’t sure if we would be able to do the inside service because of the short notice.
The outside treatment that we were told would take 45 minutes and cover the property was done in 10 and when I asked the service person to do the inside of the house as promised he declined and left. We cancelled the service immediately within the 72 hours noted in the contract. Despite the services not being provided we were billed for three months of service. When disputing the charge Fox claimed to have provided a comprehensive service. We contacted fox multiple time to escalate the issue and never received a resolution or call back.
Business Response
Date: 10/25/2023
Thank you for informing us of this customer's complaint. We would first like to apologize to the *****s for their unsatisfactory experience. When Mr. ***** first called our office to express his disappointment with the initial treatment, our team member offered to set up a follow up appointment to treat the areas that were missed. Mr. ***** declined this offer and stated he preferred to cancel that day. Our team member then provided a $50 discount on the initial treatment to help make up for the *****s' dissatisfaction. The account was closed and no early termination fee was charged. We hope the *****s feel satisfied with this resolution and encourage them to reach out if they have any remaining questions or concerns.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/11/2023
Type: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.
On July 15, I contracted Fox Pest Control for bug and bee removal at my home. I was told by Skyler that the bees would be gone in 3 to 4 days. He also told me that they would be emailing me a copy of the contract. On July 17th I texted Will letting him know that I had not received the contract. He told me call the office. I called the office that same day, and left a message to call me back. No response from Fox. I called Will again on July 19th, told him the bees were still there and I still hadn’t received the contract. Will gave me his supervisors number (Andy) and I called him, left a message asking for a return phone call. No response. On July 28th, I emailed the website, cancelling the contract. I also emailed the address listed for cancellation as well as called the office and left a message cancelling the contract. On July 28 I received text from Alayna apologizing for no one getting back to me, and that she tried to call me. Nothing further after that text. After receiving a bill in the mail, I called Fox on September 8 and left a message. Kennedy returned my call later that day and I explained to her that I never received the contract, I had to remove the bees myself because their treatment did not work, and that the contract was cancelled. Kennedy said she needed to review this with her supervisor. Later that day, Liz called me and I explained the entire story again. She also said she needed to review the matter. No response. October 10 I received a text indicating that I owe Fox Pest Control $304.38. I called and spoke to Kelly. After a very long and angry discussion she told that there was nothing she could do and if I do not pay the bill it will go to collections. I maintain that Fox breached the contract because they never sent me a copy of the contract, their treatment didn’t work and they were totally unresponsive to my issues.Business Response
Date: 10/19/2023
Thank you for informing us of this customer's complaint. We would like to apologize to Mr. ****** for his unsatisfactory experience. The service he received was not up to the standard Fox customers should expect, and we regret the frustration this caused. Our records show an email was sent to Mr. ****** on 7/15 with his contract details, however our system also shows that this email was never opened. It's possible it was sent to a spam folder, and because Mr. ****** was unable to reach our office, he was unable to get guidance on retrieving this email or have a new email sent. Because he was unable to review his contract in a timely manner, and due to the difficulty he had reaching our office, we have waived his early termination fee. There is no remaining balance and the account is fully closed. If there is any other assistance we can provide, we encourage Mr. ****** to please reach out.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 10/19/2023
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.
Sincerely,
*** ****** **Initial Complaint
Date:10/11/2023
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.
I hired Fox Pest Control on 6/13/23 when a salesman was going through my neighborhood. He was a nice, younger gentleman and told me a neighbor was interested in the service as well. I know this neighbor is chemically sensitive so I figured if she signed on, I may as well, I found out months later she never signed up. I had a full yard spray on 6/15 which worked fine. The next spray scheduled for 7/12 did NOT work. I called and they came for a free service call on 7/20. I wasn't satisfied with the results of service call so I supplemented with other sprays and if out at dusk, I would spray insect control on myself. When they came on 8/18 I was on vacation but my husband was home. When I got back from vacation on 8/26 and I was outside I was being bitten a lot. I emailed them as it was a Saturday. I asked for them to cancel my account because I didn't find the sprays to be effective and was spending $100 each time plus my supplemental insect control measures. I didn't receive a response so I tried calling on 8/28 and after waiting on hold for over 20 minutes, I hung up and sent another email asking for them to cancel my account. No response so both me and husband called 8/30 and we were able to get someone on the phone. Daniel with Fox notified me that if we cancelled there would be a $250 cancellation fee. He sent a manager out to respray on 9/1 and then they charged me for what should have been a free service call. I emailed them on 9/5 to dispute the charge. No response. My husband called on 9/7 and was on hold for 31 minutes and was meant to receive a call back, that didn't happen. He called again and after waiting on hold for 24 minutes, he spoke with someone who sent out a manager for a free service call on 9/8. I emailed twice more and finally received a response but they said they would credit my account $40 but wouldn't waive the cancellation fee of $250. Subsequent emails happened between 10/3 and today 10/11 and I have asked each time to cancel with no fees. They refuse.Customer Answer
Date: 10/16/2023
In retaliation to my complaint registered with the BBB, Fox Pest Control debited my bank account for $210. Please contact me by phone ###-###-####Business Response
Date: 10/25/2023
Thank you for informing us of this customer's complaint. We regret that we were not able to provide the results ******* was looking for. I have reviewed her account and agree that waiving the early termination fee is appropriate due to the continued pest activity. I have refunded this charge, and ******* should see the funds back in her account within 3-5 business days. We appreciate the opportunity we had to work with ******* and hope she will reach out if we can provide any other assistance.
Sincerely,
Michelle B*****
Customer Relations manager
Initial Complaint
Date:10/10/2023
Type: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 started service on 9/19/2020. I renewed 1 year contract to keep my rate the same on 11/14/2022. I lost my job I called to cancel for end of my contract on 11/14/2023. Per contract I need to cancel at least 30 days before in writing. I called 34 days before. I spoke to 3 people *****, mgr ****, and ******. They all said I can cancel over phone for that day 11/14. They told me I have to have 1 more service call. I told them per contract I need 4 quarterly service calls in 1 year contract. Contract signed 11/14/2022. I had service call end of Nov 2022, end of Feb 2023, end of May 2023, and end of Aug 2023. That is my 4 quarterly service calls required with that 1 year contract. They always tried to schedule next service call 2 1/2 months later after just having a service call. I always had to tell them that is less then 3 months when supposed to come out every quarter. It's like they are always trying squeeze a extra payment out of me by time that 1 year contract is up. So I am trying to cancel per contract giving enough notice and I fulfilled my contract with 4 quarterly ******** in that 1 year contract. I feel they they are harassing me to get more money out of me. When I spoke to manager **** I asked for owner/ CEO s name so I can send him a letter. So he knows what illegal things his employees are doing to their customers. She refused to give that information and she hung up on me. I had ccb again speak to another rep ******* who put in my cancel and they gave me a $50 credit towards that 5th service call which I am not obligated to have per my contract. I just am trying cancel my service for my contract date 11/14/2023 and not being bullied to take another service call (5th one) in my 1 year contract. I fulfilled my contract and just trying cancel without being harassed. I did everything per my contract.Business Response
Date: 10/23/2023
Thank you for informing us of this complaint. We apologize for the frustration **************** experienced with discontinuing his service. We would like to assure him that his account will be fully closed on 11/14 upon the expiration of his contract. **************** is not obligated to receive a November treatment, and if no treatment is performed, he will not be billed anything further. If **************** needs any other assistance, we will be happy to help and encourage him to please reach out.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 10/24/2023
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.
Sincerely,
*************************Initial Complaint
Date:10/10/2023
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.
I canceled my service with Fox Pest Control after being with them for over a year, on 9-10-2023. I called and sent an email confirming the cancelation. I was charged for another month today, 10-10-2023. When I called the manager would not speak to me, and had his associate tell me they would not reverse the charge because the contract did not cancel and I was changed again. I sent a request in writing, and called their company to cancel. They could see that I did both in their notes, and at the time I was told I would not be charged again. They will not reverse the charge. In my perception, I'm interpreting this as fraud, and taking advantage of the customer. When the manager would not speak to me I knew that this company is practicing unethical policy.Business Response
Date: 10/18/2023
Thank you for informing us of this complaint. We apologize for Ms. *******'s frustrating experience with discontinuing her service. I reviewed her account and verified that the team member she spoke with when first cancelling did state there would be no further charges. The cancellation process can take up to 30 days, and Ms. *******'s monthly autopay date fell within this range, which is why she was charged again. I have refunded this payment and credited the invoice. We apologize for our miscommunication here and appreciate the opportunity to set things right. Ms. *******'s account is fully closed and no further charges or treatments will occur. If she later wishes to resume service, we would love to work with her again.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/09/2023
Type: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 canceled my regular service from them in June 2023 due to their attempt to coerce me into signing a contract for mosquito treatment (explained below). Despite not treating our home in June or July, they continue to bill me for $48.71 for each month. In addition, they are billing me $150.00 for breaking a 1-year contract that I was told I DIDN'T have, since I was simply continuing my service from my previous address that I had already had for over a year.
On June 4, 2023, I paid $113.66 for a separate mosquito service that they offered. On June 9th they told me that service would be done on June 12th. On June 12th, the tech called and said he was on his way. He never showed. Instead, I got a text stating they couldn't do the service until I signed a contract with them. This is AFTER I had already paid for it! They did reimburse me for that after I complained about their coercive technique, but still continue to bill me for the other non-services.Business Response
Date: 10/18/2023
Thank you for informing us of this complaint. We apologize for Mr. *****'s disappointing experience and appreciate him reaching out. I have reviewed his account and cleared the early termination fee because the service was transferred from Mr. *****'s previous residence, and the original contract period has been fulfilled. I have also cleared the June and July monthly invoices. There is no remaining balance on the account and all services have been cancelled. We appreciate the time Mr. ***** spent as our customer and hope he will reach out if he needs any further assistance.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 10/19/2023
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.
Sincerely,
****** *****Initial Complaint
Date:10/09/2023
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.
On August 10, 2023 a salesman for Fox Pest Control told me about a promotional offer for the first year for less than $300. I decided to sign up for the offer. After paying the initial signup for $130, I would be billed for the remainder during the year. I was then billed $45 the next month.The amounts didn't seem to add up to what I expected to pay for the promotional amount. I went back to the contract I had signed and it showed the initial $130 amount and $45/month for the next year. This added up to $630. Over double what the salesman had quoted me. The contract included a $250 cancellation fee. The customer service representative couldn't/wouldn't correct the problem, so I cancelled the contract. With what I paid and the cancellation fee it cost me over $425. At least they won't get the full $630 I owed according to the contract. I admit after talking to the salesman, I didn't read the contract closely and signed it That's on me. I was just upset with the misrepresentation by Fox Pest Control. Be careful when dealing with Fox Pest Control and make sure the contract is exactly what you talked about.Business Response
Date: 10/23/2023
Thank you for informing us of this complaint. We regret the misunderstanding about the price of Mr. ******'s service and apologize for the inconvenience this caused him. To resolve this miscommunication, we have refunded Mr. ******'s early termination fee. It typically takes a financial institution 3-5 business days to post these funds back to the account. If Mr. ****** later wishes to resume his service, we would be happy to work with him again and will ensure all details of the service are thoroughly reviewed.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/07/2023
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.
I am on Disability benefits because I have Cerebral Palsy, and when they came in to spray for ants they didn't explain to me that I am obligated to pay a cancelation fee, on top of the money that I already spent upfront, not to mention that I wasn't happy with the results and when I called back to complain, they didn't even offer to continue the service.Business Response
Date: 10/16/2023
Thank you for informing us of this complaint. We would like to apologize to the customer for the misunderstanding about their service plan. We also regret that they were unsatisfied with their results and would love to correct this. I reviewed the customer's account and it looks like on 9/10, we received a feedback survey stating that the customer was fully satisfied with the service. Our next communication was on 10/3, when the customer called our office stating they had switched to a different company and wished to cancel the service. From the notes, I don't see that our team member tried to dig deeper into why the customer was now unsatisfied or work to resolve their concerns, and simply went forward with cancellation. This was not good customer service on our part, and we would like to make up for it. If the customer is willing, we would like to send our Service Manager out to speak with the customer about the pests they are still seeing and make a plan to resolve these issues. There would be no charge for this visit, and if the customer chooses to resume their service, their previous cancellation fee will be applied as a credit on the account. We are eager to provide the results the customer is looking for and hope they will allow us this opportunity.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:10/05/2023
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.
I have been a client of Fox pest control for 5 years. They have been adequate, i don't think any service such as theirs is 100% but they were ok over the years. At the start of summer, 5/11/23 to be exact, I believe, a salesman came to our house and asked if we wanted to add on a service to our yard for mosquitos. I was looking into getting this from a competitor so I agreed. He did not explain this was a 2 year agreement, he did not go into any details about the cancellation fee, which at that time I wasn't even considering. They came to my property 6/14/23 for the first treatment, and there was a fee of $99 which was paid to the account. I decided a few weeks later to cancel their service and go with a competitor that handled the work on the house differently and I thought it would be better for my home. I was a customer for 5 years so I did not a cancellation would be a big deal it was a quarterly payment I had set up so i didnt think anything of it, and like I mentioned above, the new service added on, I had nothing explained to me that it was a contract and that a cancellation fee would apply. So I cancelled the service about a month after starting the new service. They informed me then it was a 2 year contract, and there was a $250 fee for my cancellation of this service. I owed them one month payment as well the credit card on the account was cancelled, nothing to do with them it was simply lost and cancelled and not updated. I lost my job during this time so I did not pay anything on this account until today. I paid the $116 fee for the original services rendered but informed them I would not pay the $250 worth of fees for a contract that was not explained to me at the time of starting. I asked that they waive these fees and to this point they still have refused. I am asking that the $250 fee that was tacked on to my cancellation be waived.Business Response
Date: 10/13/2023
Thank you for informing us of this complaint. To resolve ****************** concern, we have waived the early termination fee on his yard service plan. We apologize for the misunderstanding about the details of this service. A copy of the service agreement was sent to ****************** email the day before the treatment for him to review, but it sounds like the verbal explanation he received was lacking. There is now no remaining balance on the account and no further treatments will occur. We appreciate the time ************** spent as our customer and hope he will contact us again if his new service is unable to meet his needs.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:10/05/2023
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.
On June 5, 2023, a Fox Pest Control Sales Representative, Mack P***, came to our door and gave a friendly and convincing pitch on the company and their services. After some discussion, including being assured that we could cancel at any time, we were hurried along into signing a small iPad box without time to review specifics; we were told we would be emailed a copy of the contract later. Having already signed and with our busy schedules, we did not read the contract sent to our email later. Only now when attempting to to cancel our plan, we were told we have to pay a $500 cancellation fee. When we mentioned that we were never provided with this detail upon signing, we were met with "I apologize for my coworkers lack of transparency". We specifically asked about cancellation when Mack was at our door, and he had every opportunity to disclose this information. Instead, we were rushed into signing and now are faced with a substantial fee. It appears this lack of transparency is a frequent issue with this company, and feels like a scam tactic to get people to sign quickly at the doorstep without the chance to dive into these important details. Therefore, we are requesting Fox Pest Control waive our cancellation fee.Business Response
Date: 10/10/2023
Thank you for informing us of this complaint. We are deeply sorry ******** was caught unaware about the Early Termination Fee on her contract, and we apologize that it was not reviewed at the time of signing. One of our supervisors, Anna, spoke with ********'s husband, ****, to resolve this issue. During their conversation, **** mentioned that their biggest concern at the moment is spiders, so Anna agreed to discontinue their yard service plan with no fee and focus our efforts on the home protection plan. **** approved of this resolution, and a Target Treatment was scheduled to address the spiders. We appreciate ******** and **** working with us to find a solution and hope they will let us know if there is anything else we can do to improve their service.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 10/16/2023
Complaint: ********
I am rejecting this response because:We received a call from Anna, after our BBB submission, to discuss a poor rating left on an automatic email asking how satisfied we were with Fox's service. From my understanding, Anna was calling because this review was technician specific, which we had not realized. Anna was informed the dissatisfaction was not with the technician, but with the lack of transparency of the company. Anna apologized and offered to waive the Yard Enjoyment cancellation fee. We agreed, and told her that was a good start, because we figured paying $250 to cancel was at least better than $500 if we were unable to waive the fee with the help of the BBB. We were agreeable to them coming out for a Target Treatment was because when they came a few weeks ago, we had day-of notice and were unable to be home and get the indoor spraying we pay for. Regardless, we would still like to complete our cancellation of all Fox's services, as we had mentioned in our initial review.
Sincerely,
******** *******Business Response
Date: 10/25/2023
Thank you for sending us ********'s follow up message. Our supervisor, Anna, has been attempting to reach **** and ******** to ask how they feel their 10/10 service went. We appreciate them allowing us this opportunity to try and resolve their pest issues. However, from this last message, we understand they still wish to discontinue all treatments. I have taken care of closing their account and no early termination fee was charged. If ******** later wishes to resume service, we would love to work with her again and will ensure all aspects of the service plan are thoroughly reviewed.
Sincerely,
Michelle B*****
Customer Relations Manager
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