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:09/01/2023
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.
In July 2023 we signed a contract for pest control for 1 year. Paid an initial fee of 249.84 for the initial treatment. When the service attendant came to the house to treat the property he did not finish treating the property. Placed down some sticky traps and told me the office would call to schedule a second treatment in 2 weeks. Never heard back from the office so we followed up. Clerical error occurred and said they were unaware of the need for a second treatment. Staff scheduled a second treatment between 8--12pm. The technician was over an hour late to the appt and the appt was missed. Called to schedule another appt. Was told a manager would be coming out to treat the property on 8/18 between 8-12. Manager never showed up and never called to say they were not coming or needed to reschedule. We have called multiple times since this issue to cancel the contract due to lack of services rendered. Was told on multiple accounts the contract could not be cancelled and that the were very disappointed in the events that transpired. In August we paid another 70.61 for the monthly fee and still no treatment. I am not asking for a refund of money. I am only asking for the contract to be cancelled. The company has received their money in a timely fashion and has still been unable to complete the job/services paid for.
Business Response
Date: 09/12/2023
Thank you for informing us of this complaint. We apologize for the issues the customer experienced with his service, and we are eager to set things right. Our Service Manager, Nicholas, called the customer to address his concerns and offered to personally perform the interior treatment on the home. The customer stated he would like some time to consider if he will continue his service. We have left the customer's account open until we hear back from him. We encourage him to call our office at his earliest convenience, and we will be happy to assist him further.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:08/31/2023
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.
Never never came to spray, never never answered phone, never never responded to my many e mails and they want me to pay them! For non services. Never signed anything with them. They are taking advantage of an 83 year old and a 75 year old. Shame on them. I want them to stop harassing me which just started. Please help.Business Response
Date: 09/11/2023
Thank you for forwarding this complaint to us. We apologize for the frustration and inconvenience Mrs. ***** experienced. While reviewing her account records, we discovered that there was a duplicate account for the customer's address, which resulted in scheduling and billing errors. We have now corrected this issue and closed Mrs. *****'s account as requested. There is no balance due, and no further treatments will be performed. We appreciate the time Mrs. ***** spent as our customer and hope she will reach out to us if she needs any further assistance.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/12/2023
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:08/29/2023
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 May 15, 2023, I was approached in my front yard while mowing my grass by a representative salesman from Fox Pest Control named, Michael P******. I informed him that I had previously had the service before and was happy with the product but that the original servicer had ended employment with Fox and the replacement representative was not completing the services properly. He apologized and offered a discount to resume my service. I agreed and asked if everything was the same as the last time that I signed up, meaning am I still allowed to cancel service at any time with no additional charges. Michael said yes and had me sign and initial information on an ipad, however, the information that I was agreeing to and opting out of was not the same as the document that was emailed to me after the encounter. I honestly did not go over the document that was emailed to me until August 29, 2023 when I received a text message that my home was scheduled for service on August 30, 2023. I called Fox Pest Control to let them know that I would not be home and asked if I could reschedule to appointment. Landry, I later learned is the regional supervisor, mentioned that the service would need to be done within the month. I replied that tomorrow is the last day of the month and asked how I would be able to do that. She replied that they could service the perimeter of the home and reschedule the inside portion of the service. I informed her that I would be gone for some time and asked if I would just cancel the service until the spring. She said I could but that I would have to pay an early termination fee of $250. I responded that I was never told that and had not had that as part of my previous agreement. Landry replied that I signed the agreement and legally would have to comply. I responded that this was not how you should go about treating people you expect to continue service with you and that I would be contacting the bbb.Business Response
Date: 09/14/2023
Thank you for informing us of this issue. We would like to apologize to the customer for the casual and superficial explanation he received about our services. While the structure of our Home Protection Plans has remained consistent for many years, we have updated some policies and procedures as we work to better our service. It was inappropriate of our representative to open a new account for the customer without thoroughly reviewing the service details. Because of this miscommunication, we have closed the customer's account as requested and waived the early termination fee. We appreciate the time the customer spent with us and hope he will reach out if he needs help with pest control in the future.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:08/29/2023
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.
Need my service cancelled.Business Response
Date: 09/04/2023
Thank you for forwarding this complaint. We have contacted the customer to discuss her concerns and closed her account. No further treatments or billing will occur. If the customer needs any further assistance, we encourage her to reach out to us.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:08/28/2023
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.
Contract dispute. They were paid in full for a 12 month contract to spray my property quarterly upon conclusion of the contract it automatically renewed with no notice or new contract provided. Contract strickly states that contract must be canceled via written notice of termination within 30 days of next service. Final server was performed June 12th. After receiving additional monthly bill written notice was provided Jul 20th. Since they only spray quarterly I believe I have met the terms of the contract.
I do not believe I am reponsible for further billing beyond 12 month contract as I did not consent to a renwal. No notice was provided of said renewal as well as in the contract no contact is provided to send the written cancellation to. I would like the company to stop attempting to charge me further and settle with money received as they have performed no additional work on property since conclusion of 12 month contract. I have also contacted them multiple times to reosolve this only to be hung up or say a manager will call me back to have them never follow up.
They honestly did a fine job and would have hired them again should the pest returned before this. Don't why they are willing to lose a customer over $68. I currently deputing this charge through my credit card company.Business Response
Date: 09/04/2023
Thank you for informing us of this complaint. We apologize for the misunderstanding about the customer's service continuing beyond the initial 12-month agreement and for the difficulty the customer experienced when trying to reach our office. To help make up for these issues, we have refunded the customer's August payment and discontinued his service plan. If he ever wishes to resume treatments, he can simply call our office, and we will be happy to work with him again.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/06/2023
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:08/28/2023
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 is the second time I've had to file a complaint in order to get a resolution after being promised one with my previous complaint and calling to follow up after. Since my previous complaint and being contacted by Fox pest control on August 10th and providing the proper documentation that I was moving also additionally explaining that I was refusing any further services and asking that charges on my account be voided as service technicians did not show up for scheduled appointments prior to me moving out of my residence via email and receiving no response after 3 days I followed up via phone on August 22nd it was confirmed appointments were scheduled for August 11th when no technician showed up and no call was made to me rescheduled for August 18th which was then canceled with no technician showing up and no phone call to me and then me calling again frantically the day of August 22nd which is when an automated phone call the night before had informed me I was scheduled for outside of the home regular service which I had explicitly stated in my email that I was refusing any further appointments due to negligence of technicians showing up being informed of these cancellations and my contract still not being canceled and charges not voided even though proper documentation was provided that I am no longer residing at that property full time I again had to call today August 28th and waited on hold for over 30 minutes for nobody to answer the phone so that I could speak to this company as to why I still have charges on my account and my account is still showing open and active after speaking to them multiple times being assured that this would be resolved and would be followed up with an email I never received and providing proper documentation that was confirmed on the phone was received in my email to this company. All I am asking is for any outstanding balance to be voided from my account and for this account to be closed as I am no longer living at that residence!Business Response
Date: 09/01/2023
Thank you for informing us of this issue. I have verified that the customer's account is now fully closed with no cancellation fee and no outstanding balance. We apologize for the previous delay and appreciate the customer sending us documentation of her move. Everything should now be resolved with this situation, but if the customer has any other questions or concerns, we encourage her to reach out to us.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:08/27/2023
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.
They claim to show up & if you not home they claim to service out door only w/promise to come back & service inside of the home, they charge for full service & never come back. This last time on 6/30/23 a tech claimed to have partially service the front lawn. Which I know it wasnt done as I was all day working facing the front lawn & no one knock/rang doorbell & no one called. For this claim I was charged ******. No one ever called me back to reschedule the rest of the service. Called multiple times w/no success. Office phone rings you are put on hold for about 12 mins & then call drops @ time it lets you leave a callback # which I did but no call back ever received. When I did get a call it was to sell me another service this for mosquito treatment @ that time I voiced my ************* was promised full resolution & was told that on 7/11/23 4-6pm services will be properly done. I agreed to add mosquito service. On 7/11/23 @ 11 tech shows up rings doorbell & said he was he only doing mosquito service & another tech will be by to complete the home service. I got charged 65dls for mosquito ************ one showed up to do the service charged 6/30/23. Called multiple times, I was able to put my complaint with a ************** said he was so sorry for what has been happening & that he would personally make sure they do right with me. NEVER HAPPENED. Got an automated message saying I was scheduled for service on 8/10/23 I tried to cancel couldnt because no answer to calls. I was charged 65 dls for a service I never saw get done. As of today I have tried calling w/no answer. Im disputing charges of 6/30/23 & 8/10/23 w/bank. Please help me! This company is unethical doing bad business. Holding customers w/contracts w/early termination fees. This isnt right someone needs to stop them. We all need our money & this company is taking it without doing what they were hired to do. I cant understand how bbb has this company with a+ rating which was the reason I chose them.Business Response
Date: 09/11/2023
Thank you for informing us of this complaint. We apologize for the unsatisfactory service the customer received and regret that she was unable to get help from our office when these concerns arose. Since receiving her complaint, our supervisor, ******, has reached out to the customer and left multiple voicemails. We would love to correct these service issues and continue to take care of the customer's home as we have for the last 3 years. However, since we have been unable to reach her, we have gone ahead and cancelled her HPP and YEP service plans. In order to end the ****************** we will need to have a technician come remove the bait stations around the customer's home. There is no charge for this uninstallation. If the customer would like to keep any of these services active, we encourage her to please call us. We have greatly increased our available customer service representatives, so she should have a much easier time speaking with someone who can help.
We have reversed the customer's contested charge from July and waived her unpaid balance. We hope the customer will feel satisfied with these actions. Once again, we would love to continue working with this customer, and if she wishes to resume any of her services, she can call our office. Otherwise, we will arrange for the Sentricon uninstallation, and her account will be fully closed as requested in her complaint.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:08/25/2023
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 hired the company to take care of my pests. I paid extra to take care of a specific pest. The pest issue got worse. The person didn't want to spray the inside of my home. He said they didn't do that kind of job when the salesperson said They sprayed inside the house, and he would make a note on my account. I called for them to come and do the job again, but the day came and went, and the person never came to my house. I didn't even receive a call about why the pest person wouldn't be at the appointed time. I lost a day's work waiting for the Fox employee to come and spray. When I called, the phone attendant gave me excuses for the pest technician not coming on the appointed date. She tried to re-schedule two weeks later, but by then, I was frustrated. Now, I've been with this company for three months. They have been charging me $51 per month, aside from the original $200 I paid back in May, to come and take care of the original issue that was never resolved. Now, I had to pay $250 to cancel my account. This account does not stand by their product. I will like for al least my original $200 to be returned since my pest problem has never resolved, it actually got worse.Business Response
Date: 08/31/2023
Thank you for informing us of this complaint. We regret that the customer had an unsatisfactory experience. Our Operations Manager has been in touch with her to resolve these issues, and we are providing a refund of the cancellation fee. While there are restrictions on the amount of liquid product that can be sprayed inside a residence, we have a variety of gels and baits that can be applied to treat pests. We apologize ************** did not take the time to educate the customer about these options and provide a more thorough service. The customer's account is closed and no further treatments or billing will occur. The customer's refund will be mailed to her home. If there is any other assistance we can provide, we hope the customer will reach out to us.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 09/01/2023
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:08/24/2023
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 called for a ONE TIME ONLY SERVICE, I spoke to a sales person who told me about there ant treatment option. I said NO I was only interested in a "one time only" service to treat ants at the residence. He said fine they do that, and that he would need me to sign a contract on the service provided and a credit card. I trusted the person / company and signed and gave my card number. I did not read it fully and was taken advantage of. They sent a ******************************* ****** for a service call which I agreed to. They began to charge me ***** for the next few months. I tried calling and emailing, no one responded. when I was able to finally speak to a CS representative, he needed to transfer me, my call was dropped. I canceled the card I had given them, and soon after they began showing up unannounced daily. Once they could no long steal my money they showed up for unwanted service so they could try to bill me.They where very dishonest with me from the beginning and where not willing to work with me. I do not want service at all from Fox, or technicians on private property without consent.The home owner is a 80 year old ******* vet and will not tolerate this disrespect for his property.Business Response
Date: 08/30/2023
Thank you for informing us of this complaint. We apologize for our mistake that led to this customer being enrolled in a year-round subscription instead of a one-time treatment. Our Branch Manager has spoken with the homeowner to resolve these issues. The customer's subscription has been cancelled, and we are refunding the two monthly payments charged to the customer. A check will be sent to the customer's home. We have also added notes that if the customer later requests a one-time service, we will provide this at no charge. If they wish to begin a new year-round service plan, we will provide a 10% discount on the initial treatment. We hope these actions are satisfactory to the customer and encourage them to reach out to us if we can provide any further assistance.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 08/30/2023
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:08/24/2023
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.
When I first signed up for this service, the salesman told me it was a month to month contract and I can cancel anytime. Throughout the time I’ve been with fox, they haven’t helped my bee problem, when I tried to cancel they brought the early termination fee to my attention and at that point I knew I was mislead and lied to. They’ve gone to the wrong house so many times, they’ve even put in their notes that’s they could not find the bees about the garage because there is not a garage on the property (they were at the wrong house). Lately they’ve even been telling me they will not get on a ladder.
I chose this company to help with a bee issue. The bees nest at the top of homes, it’s crazy to think they’re now letting homeowners know they don’t want staff to get on ladders. The call center says it’s due to that persons medical issue but the technician says the company doesn’t want the liability. Technicians have constantly told me “that’s all I am able to do” at every single appointment because they know the problems not fixed. They even left the gate open a few times and we had to chase 3 dogs around because of it one time. Overall they lied to me over the phone about it being a month to month contract, the sales person concealed important facts and this is deceptive sales practices. I’ve explained this to representatives over the phone time and time again and they’ve said there is nothing they can do besides send another technician to my house. They say after being called out 3 times they’ll waive one months service fee, but after each call they expect you to wait 2 weeks for the product to be effective and then it takes 4 days for them to show up because they schedule by area. That’s 8-9 weeks of your service not working. You’re making people pay for a service you know is not working for 8 weeks by waiving 1 months fee and not 2. This service has not worked for me at all and my kids have been unable to play outside or use the front door for a long time.Business Response
Date: 08/31/2023
Thank you for informing us of this complaint. We regret the issues the customer has experienced with her service and appreciate her reaching out about her concerns. We are currently working to mitigate the customer's bee issue and will be performing another follow up next week. Our Branch Manager is personally involved in developing an action plan to resolve this customer's pest issue. We encourage the customer to keep us informed about any pest activity she is seeing so that we can act quickly and ensure her satisfaction.
We apologize for leaving the customer's gate open in the past and will be more conscientious going forward. We have added an additional reminder in the service instructions for the technician to check that the gate is closed properly.
We hope the customer feels we are adequately addressing her concerns. If there is anything further we can do to improve her service, we encourage her to reach out to us.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 09/01/2023
Complaint: ********
I am rejecting this response because:Continuing my service that has not resolved my bee issue in over a year is not an acceptable solution. I’d like to get a different pest control company that can use ladders and get on roofs if needed.
The most recent technician that showed up, asked to use my own ladder when I specifically told to call center representative not to send anyone if they don’t have a ladder.
Can you please cancel my service for both properties and waive the early termination fee I was never told about when I signed up?
Sincerely,
******* ******Business Response
Date: 09/15/2023
We are sorry to hear the customer is still dissatisfied with her service. Because we have not been able to resolve her concerns, I have closed her account with us. No fees will be charged and no further treatments will take place. We wish her the best going forward.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,
******* ******
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