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
- 345 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
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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:09/12/2023
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.
After paying for and fulfilling my contractual agreement with Fox Pest Control I decided to cancel my contract for the coming year. I logged onto my account and there was nowhere to cancel. I called the service and after spending considerable time on hold I reached a representative. After explaining I wanted to cancel I was hung up on. I called back and after again spending time on hold I reached a customer service representative. I explained I wanted to cancel and she offered me a myriad of other service options which I refused. I explained I wanted to simply cancel my agreement and was then told there had to be 30 days notice and it had to be in writing. They make it nearly impossible to cancel your service and threaten you with exorbitant charges for trying to cancel.
Business Response
Date: 09/21/2023
Thank you for informing us of this complaint. We are sorry for the frustration the customer felt when cancelling his service. We typically require a 30-day notice of cancellation, during which customers still have the ability to utilize their warranty. However, to remain in good standing with this customer, we have waived this requirement and closed his account. No further treatments or charges will occur. If the customer later wishes to resume service, we will be happy to work with him again.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/21/2023
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:09/11/2023
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.
We entered into an agreement with Fox Pest Control July 2023 to have our pest problem addressed. We were told there would be a $200 initial payment and $50 per month for 2 years. They came out for the initial service, and advised us they would return in several days to finish the initial service, then return in 2 weeks, as well as every month to help us with the pest problem. The never returned to complete the initial service, and they did not return for the monthly check up. We called and told them we would like to move on to another company, since Fox did not follow up and help us. We were told that since they had our signature, they would not let us out unless we paid an additional $200.00 to let us terminate the contract. Since Fox did not live up to their end of the contract, we want to be let out of the agreement at no fee, and a refund for the services they did not provide.Business Response
Date: 09/19/2023
Thank you for forwarding this complaint to us. We would like to apologize to the customer for our lapse when we failed to schedule his follow up appointment. This was a human error on our end, and we regret the frustration it caused. Our office has been working with Mr. Browder to find a satisfactory resolution. He preferred to cancel the service rather than schedule further treatments, so we credited his previous payments toward the cancellation fee and closed the account. There is no remaining balance and no further charges will occur. If Mr. Browder later wishes to resume service, we would love to work with him again and pledge to provide a much better experience.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:09/10/2023
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 had a 2 year contract with Fox Pest Control that ended in April 2023. When I called to pay off my balance and let them know I did not want to continue the contract, the lady said ok and proceeded with the money transaction. At no time did she tell me I had to send a written note to cancel UNTIL I had to make a 2nd call to let them know they billed me another $55 for in error. The lady said I owed it because I was still under contract. I told her about the 1st phone call about my contract and then she tells me I need to send in a cancellation notice. What?! Why wasn’t I told this during the 1st call?? So I immediately did (copy uploaded) but apparently that’s not enough either. She sent me my contract that states cancellation has to be made 30 days prior to next scheduled visit which would have been July for me. My cancellation notice was done in May! Please help me resolve this as they are texting and calling me about this bill that I do not owe! I am 70 years old and this is affecting my mental well being. Thank you for any help you can give in resolving this with them.Business Response
Date: 09/19/2023
Thank you for informing us of this complaint. We apologize for the frustration this customer experienced when cancelling her service. We have waived the $55 balance because she was not properly informed of the cancellation process during her first call. There is no remaining balance and the account has been closed. If Mrs. ******* later wishes to resume service, we would love to work with her again and help with any pest control needs.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/19/2023
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:09/10/2023
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.
This company came to our door to sell treatment of pest control. My mom who is 79 years old said she would try one treatment for the $59.00. They had her sign for the treatment on a small device NEVER once saying she was signing up for an entire year. She said one treatment and the salesman knew exactly what he was doing by misleading her. It’s a scam and a tactic constantly used “it was in the fine print”
When she realized what happened, she immediately called the company who said “it was in the fine print” and she can cancel for a $250 fee which she has been charged for. Her son called the company who called him back after no answer. When he started to explain our isssue, the line went dead and never received a call back (yet, they called back prior to realizing we were calling to complain). This is a deceptive and misleading practice. If my mom said one treatment, that was not one year of treatment. The fine print is a practice common to many businesses and the elderly often fall victim to this.Business Response
Date: 09/19/2023
Thank you for informing us of this issue. We apologize for any miscommunication that occurred with this customer. We have refunded her early termination fee and her August payment. The account is closed and no further treatments or charges will occur. If Mrs. ****** later wishes to resume service, or if she would like another single treatment, we would be happy to work with her again and will ensure all details of the service are thoroughly reviewed with her.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:09/07/2023
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 would like to make a formal complaint against Lucas P****, the sales person from Fox Pest control company in Pittsburgh. Last year in Nov 2022, Lucas stopped by my house and pitched in for the pest control treatment and intentionally I was not informed about the 2 year contract and the cancellation fee details regarding the same. In fact, he himself mentioned that I could cancel the service after a year if I wish to do so. He also rushed me into signing the agreement on his iPad without giving me enough time to review the details. Being moved into the new home and busy schedule, I did not read the contract sent to my email later.
I only found out about the contract and cancellation fees recently while cancelling the plan and it shows I owe them 150 USD. The sales person had every opportunity to highlight the contract details but intentionally rushed me into signing the contract and therefore Fox Pest Control should withdraw my cancellation charges.Business Response
Date: 09/18/2023
Thank you for informing us of this complaint. We would like to apologize to the customer for the less-than-thorough explanation he received when first signing up for service. Our office has spoken with the customer about these issues, and we have closed his account and waived the early termination fee. No further treatments or charges will occur, but if the customer later wishes to resume service, we would be happy to work with him again.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/18/2023
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:09/06/2023
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.
Over 3 years ago I signed up for Fox Pest Control services at $99 a quarter. Just recently, after reading my bank statements, I noticed that they unilaterally without notice raised the quarterly price to $137.50. They have not been to my house for a service since April 2023. As part of their contract they were supposed to treat inside and outside, including the attic. They have not been inside my house or attic for over a year. We continue to have pest issues. They did not comply with the terms of the contract so when I called to cancel they tell me there is a "early termination" fee of $150, even though I have been a customer for 3 years. I called them and they told me they renew the contract monthly, unilaterally so that if I cancel, there is a termination fee. I was not apprised of the price increase, nor the monthly contract renewals nor the termination fee. The service is not in accordance with the contract. I will pay the $137.50 for the last so called treatment even though they did not complete it per the contract but I want the termination fee removed from my bill.Business Response
Date: 09/18/2023
Thank you for informing us of this complaint. We apologize for not communicating more thoroughly with this customer regarding his price increase, and we regret that he has been unsatisfied with his recent service. Our office previously spoke with Mr. ******* and offered to arrange interior treatments on his home to take care of any active pests, but he declined and requested to close his account. Because of the issues he experienced, we have waived the cancellation fee, and there is no remaining balance on the account. We appreciate the time Mr. ******* spent as our customer, and we would be happy to work with him again if he later wishes to resume service.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/18/2023
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:09/05/2023
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.
This is false billing and not aligned to the sales Guy who asked to sign contract. The Contract has information + even Sales Guy (*****) confirmed to pay only $59+tax every month but they charged heavily on 1st service / day 1 only with $185. Another issue was informing to have $150 as early termination fees but receiving $250 as Contract was signed on Ipad. This is creating confusion to customers(Signing on Ipad vs PDF sign). 3rd Issue when Cancelling the contract - Asked to pay $250 per contract and then Not refunding additional $63 that was charged on month but never given any services. Services are next due in next October but they can't withhold my future service money that I haven't got yet. Account - ******* This looks like a fraud that has been done by a sales Guy and not aligned with Contract conditions and not supported by account manager in ********** office (*****).Help to resolve. ThanksBusiness Response
Date: 09/18/2023
Thank you for informing us of this customer's complaint. We apologize for the confusion and misunderstanding regarding the cost of the customer's service. Our office previously spoke with the customer to address these issues and offered to provide a discount on the monthly payments, but the customer declined this offer and requested to close their account. To help make up for the misunderstanding that occurred with our sales representative, I have reduced this customer's early termination fee to $150 and also credited their last monthly payment toward the cancellation fee. The remaining balance is now down to $87.46. We would love to continue working with this customer, and if they choose to reinstate their service, the amount paid for cancellation would be credited toward future services.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 09/20/2023
Complaint: 20559810
I am rejecting this response because: not at all acceptable by me since it was messed up information that was provided and taken signature over ipad and not giving complete information. I can be on conclusion to reduce further from $87 to $0 since i paid $60 towards cancel. Hope will reach to conclusion.
Sincerely,
***************************Business Response
Date: 09/28/2023
We will accept this resolution to rectify the situation. I have cleared the remaining cancellation fee, and there is no remaining balance on Mr. ********* account.Customer Answer
Date: 09/28/2023
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:09/05/2023
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.
Fox Pest Control is charging me $250 to cancel a service that I never signed up for. They provided me with a signed contract. The signature appears to be forged, and it is not my signature. They were unable to provide me with documentation on where / how the contract was signed, but stated that I was still responsible to pay the $250.Business Response
Date: 09/15/2023
Thank you for informing us of this issue. We have reviewed this customer's account to address her complaint and investigate any indications that the signature on her agreement is not legitimate. The customer called our office on 4/18, requesting a quote for service. Our team member emailed her a Service Agreement with all pricing and scheduling information. An appointment was arranged with the customer for 5/1, and our records show the customer signed her Service Agreement that day. She would have done this either through the initial email we sent her or by signing on the technician's ipad. We found no indication that the customer's signature was forged, but we do apologize for any misunderstanding about the terms of this agreement.
The customer called our office two weeks after her initial treatment and requested a follow up service. This seems to indicate she understood that the service was an ongoing subscription, and this appointment was done at no charge as described in the Service Agreement. A full Quarterly Service was performed at the home on 8/15. One week later the customer called our office and stated she wished to cancel the service because it was no longer needed. Our team member reminded the customer she was under contract and cancelling early would require an early termination fee. We understand why the customer does not wish to pay this fee, but because she agreed to a 2-year service, she received a significant discount, which we provide to customers who commit to year-round treatments. We would love to continue working with this customer and are happy to adjust her services to better meet her needs. If she reinstates her service, her cancellation fee will be credited toward future treatments.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/20/2023
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:09/05/2023
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.
Was told by door-to-door salesman that service would be done and charged quarterly. The service is done quarterly but it is billed monthly. I have now been charged $125.00 for initial payment and then $54.00 per month for 3 months ($162), $287 total for now only one spraying. I think Fox Pest has gotten enough of my money, I just want an easy cancellation with no more fees.Business Response
Date: 09/18/2023
Thank you for informing us of this complaint. We are sorry for the misunderstanding about the customer's service price. It's important to us that our customers clearly understand their service so we can be sure to meet their pest control needs. We strive to prevent any miscommunication by boldly displaying all pricing and scheduling details on our Service Agreements. When we learned of this customer's concerns, our supervisor contacted him and explained the monthly billing and quarterly treatment process. She offered to adjust the customer's account so he was only billed quarterly for the $162, but the customer declined. She then offered to provide a discount on the monthly payments, but the customer declined this offer as well. Because we were not able to reach another solution, we closed the customer's account as requested.
We would love to continue working with this customer and ensure he is fully satisfied with his treatments. If he reinstates his service, we will credit his cancellation fee toward future payments. We are also happy to change his billing to quarterly if this better suits his needs.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/18/2023
Complaint: ********
I am rejecting this response because:I was lied to about my contract payment schedule. Was told I'd pay $60 once a quarter. It was $60 once a month.
Sincerely,
****** *****Business Response
Date: 09/25/2023
Once again, we apologize for the misunderstanding about the price of service. To resolve this customer's concerns we have refunded his early termination fee. It typically takes a financial institution 3-5 business days to post the funds back into the account. We hope the customer will feel satisfied with this resolution and wish him the best going forward.Customer Answer
Date: 09/26/2023
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:09/05/2023
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 received my first service back in July. First the tech stopped by after I called for the initial appointment. I was told they would submit something I could sign via email in which I never received. Upon completion my initial appointment I was told to sign on the phone of the first tech, I was told my signature was required for my initial service not telling me it was a contract of 12 month for the company. I realized this after the issues arose. So after my first appointment I called to request additional services course of action due to an issue. I was told they would send someone out in a week. The second tech that came out didnt do nowhere near what I was originally seeking to have done. The 2 services were totally different and very inconsistent. So I called to request a refund and cancel my services due to poor services and inconsistency within the company and was charged a cancellation fee of $250.How can you charge someone for services that werent done properly on the companies behalf? I called with 2 complaints but when I request cancellation Im the one that has to come out of pocket with inconsistent and poor service.Business Response
Date: 09/14/2023
Thank you for informing us of this complaint. We would like to apologize to the customer for her unsatisfactory services. We are eager to correct this and provide the results she is looking for. We have scheduled a time for our Service Manager, ****, to visit the customer and work to address her concerns. This appointment is currently scheduled for the 18th, but if that day is not convenient for the customer, we encourage her to contact our office, and we will be happy to reschedule. We would love to continue working with this customer and improve her satisfaction.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 09/17/2023
Complaint: 20556061
I am rejecting this response because:I am no longer a member of FoxPest control as of 5 September due to what I experienced during the service. Inconsistencies within services and no known knowledge of having signed an actually contract is just bad business all around.
Sincerely,
*****************************Business Response
Date: 09/25/2023
We are sorry to hear the customer is unsatisfied with our response. Our Service Manager, ****, attempted to reach the customer via phone and by stopping by her residence, but did not receive an answer. We encourage the customer to contact **** so we can better resolve her concerns.
Customer Answer
Date: 09/27/2023
Complaint: 20556061
I am rejecting this response because:I am no longer a member of Fox Pest control. I was charged a contract breaking fee not even knowingly signing a contract. I was told I was signing for my service and I signed on the workers phone. I was not told it was a contract. I called to cancel due to inconsistencies in services and was told I had to be charged. Your company cant maintain consistency and thats a problem for me. I shouldnt be charged to cancel for services I unknowingly signed for and unreliable service. Also, no one called or approached my home on the date stated above. I reviewed my surveillance and no sign of any member of your company stopping by.
Sincerely,
*****************************Business Response
Date: 10/03/2023
Account notes from our Service Manager report that he went to ******************' home on 9/20. My last response was sent 9/25, so I assume that is the date she reviewed on her surveillance. If she wishes to verify our manager's visit, she can review her footage from the 20th. However, because ****************** is not interested in working with us any further, and due to her previous poor experience, I have refunded her early termination fee. It typically takes a financial institution 3-5 business days to post the funds back to the account. We hope this resolution will help us part ways on better terms, and we wish ****************** the best going forward.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 10/07/2023
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,
*****************************
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