Complaints

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

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  Fox Pest Control HQ

  1047 S 100 W Ste 210 Logan, UT 84321-6789

  
• 

  Fox Pest Control - Portland

  35 Bradley Dr Stop 2 Westbrook, ME 04092

  
• 

  Fox Pest Control Rochester

  333 Metro Park Ste M-108 Rochester, NY 14623

  
• 

  Fox Pest Control Syracuse

  5858 East Molloy Rd. Ste. 170 Syracuse, NY 13211

  
• 

  Fox Pest Control Buffalo

  430 Lawrence Bell Dr Ste 8 Williamsville, NY 14221

  

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:10/02/2023

  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.

  Fox Pest Control cancelled twice and then charged me for monthly fee even though they failed to service me when requested. I spoke with someone on 9/30 who said that I would not be billed, then I was billed on 10/2. I want the 10/2 charge in the amount of $70.69 refunded.

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint. We apologize for ************** being charged on 10/2. This was a mistake, and we have refunded the charge. It can take a financial institution 3-5 business days to post the funds back to the account. We are sorry for any inconvenience this caused, and we have now removed the customer's card information from our files. If we can provide any other assistance, we encourage ************** to please call our office.

  Sincerely,

  *****************************

  Customer Relations Manager

  Customer Answer

  Date: 10/04/2023

   
  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:09/30/2023

  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 had requested services on 6/3/23 for the Yard Enjoyment Plan and Home Protection Plan to remedy the issue of ants and mosquitos in my yard. Since, my family and pets are still suffering from the issue, and it seems to have only gotten worse. After finding an alternative solution, I reached out to cancel services only to be told I would need to pay $500 to cancel these plans. The customer service representative, ****, had offered to have someone come out to check on the issue. This option was already utilized in the past to no avail. Still more and more ants. I did not wish to have a return service when the services did not render the desired effects. The representative continued to talk down to me and refused to allow me to speak to any superior management. I feel that I was not heard and berated by this individual. After some time, he agreed to have his supervisor call back, but have yet to receive that call. After the call, I went over my paperwork from the company and was unable to find a contract end date. Furthermore, had I known that there was an exorbitant cancellation fee for the services, I would not have agreed to a membership, especially now that I have found that the services are not satisfactory to my needs. I am afraid to call back for resolution and be met with the same passive attitude.

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint. We would like to apologize to ************** for her disappointing results and for her unsatisfactory conversation with our team member. Our Service Manager, *******, spoke with ************** to discuss these issues and work to resolve them. ************** agreed to allow ******* to perform another treatment to get her pest issues under control. There will be no charge for this appointment, which is scheduled for 10/11. We appreciate ************** giving another opportunity to provide the results she is looking for. We encourage her to keep us informed about any issues after this service.

  Sincerely,

  *****************************

  Customer Relations Manager

• Initial Complaint

  Date:09/29/2023

  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.

  see uploaded document

  

  Business Response

  Date: 10/03/2023

  Thank you for forwarding this complaint to us. Unfortunately it appears the customer's document failed to attach, so I do not have all of the complaint details. However, I reviewed the customer's account and see that we have been working with ************************ to close the account. I have verified that the account is closed and there is no balance due. If he needs any further assistance, I would be happy to work with him through the BBB, or he can contact our office.

  Sincerely,

  *****************************

  Customer Relations Manager

• Initial Complaint

  Date:09/28/2023

  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.

  In Oct 2022, I signed a contract with FOX EXTERMINATORS for a year. The payments were $350 in October 2022, then 3 more payments as follows: Jan 2023, April 2023 and July 2023 would be the last and final payment. This was originally the verbal exchange over the phone. Since then I&#**;ve had nothing but problems with emails harassing me each time at least four (4) occasions, I&#**;ve talked to ****** and company personally and they would come back saying you are absolutely right. Still saying I owe money monthly? That&#**;s wrong!!

  

  Business Response

  Date: 10/05/2023

  Thank you for informing us of this complaint. We would like to apologize to ******************** for the confusion regarding her billing. Her account has been closed and there is no balance due. If she later wishes to resume service, we would love to work with her again and will ensure these issues are not repeated.

  Sincerely,

  *****************************

  Customer Relations Manager

  Customer Answer

  Date: 10/05/2023

   
  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:09/27/2023

  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.

  Our family got a visit in July/2023, Fox Pest Control offered a Home Protection Plan for Pest, was one hour sale, talking about how great the service will help our family, my husband sign a contract, unfortunately, at no point in the conversation was notified about the cancelation fee, 12 months agreement, service only 4 times a year, or about details about money back guarantee. My first service was not on time, i had to call and figure out what is going on. After weeks i still have problems with the Pests. I send a email and no answer, i called and no luck. I did not have any visit for fall seasonal treatments. In this point i just want cancel my service, but the contract is a scam. I have to pay for all year, and i only have one service, and this was not effective at all. My option cancelation just works for the first 3 days after sign the contract. I did not have chance to experience the service. And now after the bad experience i need to pay $250 early termination fee.They have a Big Sign Money Back Guarantee, but in small writing says: only if costumer experience an infestation. This mean, if the service do not works, we do not give the money back, i need to have a worse scenario. I still have the same problems.The sales man was nice, but do not explain all the details, service is bad, i called and have a not nice conversation with the manager, because she just said, you signed the 12 months agreement. I m very disappointed, i just want my money back and do not see this company anymore.Thanks ******

  

  Business Response

  Date: 10/04/2023

  Thank you for informing us of this complaint. We apologize for the misunderstanding that occurred with this customer's service. Our Branch Operations Manager, ****, called the customer and left a voicemail to address these issues. To resolve the customer's complaint, we have refunded the last two monthly payments and closed the account without an early termination fee. No further treatments or billing will occur. If the customer later wishes to resume service, we would be happy to work with them again and will ensure all service plan details are thoroughly reviewed.

  Sincerely,

  *****************************

  Customer Relations Manager

• Initial Complaint

  Date:09/25/2023

  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.

  Have spent 7+ times on the phone for over 40 minutes waiting on hold, also have tried emailing to get in touch with the company and no one responds. The person came out to address ********* bees and do a ******************, but told me they couldn't do the general part of the spray because it was raining. So they only did one part. I tried to call a variety of times to get the bill adjusted and no one answers, no one calls or emails back. Finally when I went through my credit card someone returned my call. They adjusted the bill (so I ended up paying ****** and not the full 239) as a result. Now I'm getting a bill for ***** when I told them from my earlier call that I wanted the service cancelled and the account closed, which they confirmed happened. I don't know why they are now charging me. I have tried again to get in touch wit them a variety of ways, including calling corporate and no one answers. This is harassment and general poor business practices. there is no way to get in touch with them to remediate. it's infuriating.

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this customer's complaint. We apologize for ********************** frustrating experience and regret that we were not better able to meet her needs. I have verified that her account has a zero balance. It appears the invoice was already in the mail when the balance was credited. ********************** account is fully closed and no further treatments or charges will occur. If there is any other assistance we can provide, we encourage her to reach out.

  Sincerely,

  *****************************

  Customer Relations Manager

  Customer Answer

  Date: 10/04/2023

   
  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:09/22/2023

  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.

  We began contacting this business several months ago about the service and informed them we DID NOT WANT TO PARTICIPATE IN AUTO BILLING. When we purchased the service, we emphasized we were not interested in auto renewal and were told to contact the company and the information would be put into the computer system. We did that and were told by several reps that we did not even have a contract anymore aside from the mosquito contract we entered into in 2023. Despite several attempts, messages to ****, ***** and others this company continues to bill us for a service we no longer wanted after the first year. Today, Brooklyn (Account Manager) said despite FINALLY being cancelled in October 2023, we still had to pay ANOTHER month even though we are billed on the 22nd of each month. We cancelled verbally months ago and continue to be billed. We intend to contact the Office of the Attorney General in ********** so that they can take a look at this companies billing procedures especially when a customer calls in to cancel services. They say the calls are recorded so go back and listen to the calls. I am sure the ** would be interested in hearing what is being told to ** customers from a company conducting business in this State. I want two months refunded and placed on the do not call, visit or contact list.

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint. We apologize that the *********' request to not automatically renew their subscription was not properly documented in their account. To resolve these issues, I have closed the account without the ****** waiting period and refunded the September monthly payment. It typically takes a financial institution 3-5 business days to post these funds back to the account. No further treatments or billing will occur, and I have added a note to not contact Mr. and ********************* about offering additional services. If they need any assistance from us in the future, they are of course welcome to contact our office.

  Sincerely,

  *****************************

  Customer Relations Manager

  Customer Answer

  Date: 10/03/2023

   
  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:09/21/2023

  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.

  Paid ******** for a service that was not what was explained or expected . ***** told me each room would take a hour and the guy that came was there for *********************************************************************************** what he was doing . Talked outside when Nextdoor was out. Chemicals were not suppose to be labels for what it was for and they were labeled. Did not give directions as to do after wards. Did not set a two week come back . Spoke to multiple people about this and every time they say oh Im the higher up there is no corporate office. I feel I should get some time of refund for bad customer service and directions and the coverings were not provided like they state . Wont deal with company again .

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint. We regret that the customer was unsatisfied with her service and apologize for any non-thorough communication. In response to her concerns, our Service Manager spoke with the customer's daughter, who is helping to handle the account, on 9/7. He also arranged and personally performed the follow up treatment and delivered the necessary mattress coverings. 

  It appears that the customer mistakenly provided a duplicate payment for the service (one on a credit card, the second via check). We have refunded the overpayment to the customer's credit card. It typically takes 3-5 business days for the financial institution to post these funds back to the account. If there is any other assistance we can provide the customer, we encourage her to contact our office.

  Sincerely,

  *****************************

  Customer Relations Manager

• Initial Complaint

  Date:09/21/2023

  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 started a contract 5/15/23, paid $200 initial service with $65/month with free reservices. I showed locations of pest issues (yellowjackets under deck &mice). They placed traps/sprayed at signing of contract. By June 22nd no change in issues, I started contacting them by phone repeatedly for reservice. Their phones roll to a 'we'll call you back ASAP message' with no way to leave a message. No one ever called me back. After days of attempting during/after business hours I emailing them on an email address I found to ask for service on yellowjackets, mice and black flies. They finally responded they were sending a technician on Tuesday. I was out of town, which is fine because you don't need to be there. Technician called/texted but I was not in cell service range, that 'I ain't see no bees' and no treatment was done. My deck has been swarming with bees all summer, he clearly didn't get out of the vehicle let alone treat the other issues I requested. Tried calling, no response. Emailed 7/17 please contact me about my recent service. No response until 7/25 that they're understaffed. Emailed on 7/27 detailing the issues that I'm having and that someone needs to call me to address them. This email was ignored. I followed up on 8/12 asking for response, it was ignored. Got a bill email on 8/16, responded to the bill that I have been trying for weeks to talk to someone about cancelling this contract, I cannot get ahold of anyone. They responded to inform me theyre staffed now, however I told them that I was incredibly displeased with the lack of communication and would like to pursue cancelling. Email was ignored and a few days later I was informed that they were at my house for treatment (not requested) I received another bill and I reached out again to remind them of the previous email that was ignored. I was advised I need to pay $250 to cancel. They have a money back guarantee on the contract I signed, I want them to never contact me again & not pay 'balance

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint.  We deeply regret that ************** was unable to reach Fox over the phone with multiple call attempts. We recognize the negative impact this has on our customer relationships when we are unable to respond to their needs. We have recently increased our staff so that we are able to answer calls and return messages promptly. I have been unable to find a record of the customer's emails to us, so it is possible they were sent to one of our no-reply email addresses that are sometimes used to send out notifications. Nevertheless, in order to help set things right with **************, I have credited her August and September monthly payments. If she still wishes to cancel her service completely, we are willing to waive her early termination fee, but we would like to speak with her by phone beforehand. We attempted to reach ************** today but were unable to speak with her. We encourage her to please call our office and ask to speak with *****, our **************** Supervisor. 

  Sincerely,

  *****************************

  Customer Relations Manager

  Customer Answer

  Date: 10/04/2023

   
  Better Business Bureau:
  
  Did they provide a phone number that I can reach ***** at customer relations at? Given my success (and attempt to call this week I would like a direct number if possible).  Otherwise I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/16/2023

   
  Complaint: ********
  
  I am rejecting this response because: recently filed and resolved complaint #******** and the response was satisfactory, however the response had 'next steps' to contact customer service and there is no phone number given to reach them. My entire complaint is surrounded by difficulty getting in touch with anyone.  I sent a response with my acceptance of the resolution but I still need to get in touch with customer service to void my contract before additional charges are made.  Can you please see if you can reach whoever you spoke with to get me a phone number for ***** in ***************** I have left messages on the number you have listed in their profile and tried calling since 10/4 when the resolution is posted but cannot get ahold of anyone.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/25/2023

  Thank you for sending us the customer's follow up message. ***** spoke with ******** and closed the account. No early termination fee was charged. If ******** needs any further assistance, we encourage her to reach out.

• Initial Complaint

  Date:09/21/2023

  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.

  On 7/27/23 we initiated service with Fox over the telephone. Since then, whenever I have reached out to the company via phone, no one picks up. I tried for an hour once to see if that made a difference. It did not. I have pressed 9 in order to be put in a queue to have someone call us back. They do not. When I called this morning to cancel service unbelievably someone named ***** answered the phone. I was then told that in order to cancel our contract I had to pay a $250.00 early termination fee. When I questioned that he said we signed a contract. I said that when we signed up on the phone we were not informed of any termination fee. We had a verbal agreement with these people and they were not up front about their nefarious business practice. We never received, nor did we sign, any formal contract. I also asked what our initial payment of ****** bought us and he said a foundation inspection. No one inspected our foundation. The man who came to our house to remove a wasp nest walked down our driveway to the back, removed the nest and left. Last time I checked there were at least 4 sides to a foundation. If that was their inspection, then they are fraudulent. Something isn't right with this company. They do not want to interact with their clients. They are the worst company I have ever done business with.

  

  Business Response

  Date: 10/03/2023

  Thank you for informing us of this complaint. We regret that the customer has been disappointed in her experience with us and appreciate the opportunity to set things right. Our Branch Operations Manager, ****, spoke with the customer today and sent her the following email:

  "Hello ****,
  
  This is **** with Fox Pest Control. This email is in response to the complaint forwarded to us by the Better Business Bureau. I apologize that I caught you at a bad time and was unable to discuss your review with you over the phone. You requested that I send you an email response to your review. I do apologize that you were unable to reach Fox over the phone with multiple call attempts. We do recognize the negative impact that has on our customer relationships when we are unable to respond to your needs. We have recently been able to hire and train new staff and no longer experience issues with not being able to answer our calls. It was also stated in your review that you never received or signed a formal contract with us. After reviewing your account, it shows that your contract was signed on 7/25/23 with ************** who came out to service your home. That signed agreement was then forwarded to this email on file ************************** You also stated that we did not do a foundation service at your initial appointment. Our technicians notes and product usage show that he performed a full service which includes a foundation spray on 7/25/23. The protection plan we provide comes with a full warranty, so any part of the service that is not completed to your satisfaction is something we will happily come out free of charge to rectify. 
  
  As you were unable to reach Fox Pest Control over the phone with several attempts, we have decided to refund your contract cancellation fee. At this time your account with us has been closed, which means you will not receive any more bills or scheduled services from us. We are happy to set up your account with us again if you ever decide to use us for pest control in the future. If you have any further questions or concerns please do not hesitate to reach out to us."

  I verified that the customer's refund has been initiated. It typically takes 3-5 business days for a financial institution to post these funds back to the account. We hope this resolution will be satisfactory to **************** and encourage her to contact our office if we can provide any other assistance.

  Sincerely,

  *****************************

  Customer Relations Manager