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 Syracuse

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

  
• 

  Fox Pest Control Buffalo

  430 Lawrence Bell Dr Ste 8 Williamsville, NY 14221

  
• 

  Fox Pest Control - Manchester

  649 East Industrial Park Dr Manchester, NH 03109

  

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:08/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a one year contract. I have felt the service is not making a huge impact on the insects in my lawn. I have not signed a new contract and even called and said I did not want to renew my service, but they are still texting me they are coming out and billing me. Now when I call the local number, I am forward to the 1833 number, I have waited on the line for over 20 minutes and tried pressing 9 and having them calling me back, but neither works. I know many older people in my neighborhood signed the yearly contract and may but he aware the company is just continuing their service versus contacting them and having them sign a new contracts. I will not pay for any August service because I have not signed a new contract and tried multiple times to not renew the service. I feel their practices are predatory and I believe contracts are supposed to be terminated at the end of the period or online system are to make it easy to cancel the service in NYS and neither is being followed by this company.

  

  Business Response

  Date: 09/05/2023

  Thank you for informing us of this complaint. We regret that the customer was unsatisfied with her pest control. Her request to end service after the initial contract period was not recorded in her account, so the service automatically renewed as described in the service agreement. After receiving her message through the BBB, one of our Service Managers attempted to reach the customer by phone and email, but neither was successful. We have therefore closed her account as requested, and no further treatments or billing will take place. If the customer ever wishes to resume service, we would be happy to work with her again and will work to ensure she is fully satisfied with her service.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 09/05/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never reached by email and countless times called the number waiting  on hold for up to a 1/2 hour trying to get/cancel services.  I missed one call from them as I did not answer it quickly enough, but immediately called them back.  Fox Pest Control does not have a phone service that is staffed enough nor do they have an online way to discontinue services.  
  
  
  
  Sincerely,
  **** ********

  

  Business Response

  Date: 09/14/2023

  We are sorry to hear this customer remains dissatisfied. Our Service Manager, Andrew, left the following notes in the customer's account: 

  "Tried to call the number listed on her account, message popped up saying I was unable to call or leave a message on this number. I sent an email to her asking to give me a call back. Update on 8/30: I'm not sure what to do about this one. The number listed does not allow calls to be received, & I have not heard back from her yet on the emails I have sent."

  It's possible Andrew's emails went to the customer's spam folder, and this is the reason she did not see them. Nevertheless, we have provided the billing adjustment and cancellation that the customer requested. If she would like to speak with Andrew, we encourage her to call our office. We have greatly increased our staff so there are more team members available to take calls and assist customers.

• Initial Complaint

  Date:08/23/2023

  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.

  This is the worst company Ive EVER had! They dont show up for scheduled visits and they give excuses saying were short staffed and its our busy season. when you try to call them you sit on hold for 40 minutes, no one answers and then you get an automated message that states leave a message and someone will call u back within two business days! Then it disconnects you! And guess what, no one ever calls back! When you finally do get in touch with a person there and tell them your problem of them failing to show up for multiple scheduled visits and no longer want their service, they tell you theyre gonna charge you $220 to cancel the contract! Which they clearly cant keep up with on their obligation!Here is my attempted contacts to fox pest control: 8/14/2023 Called at 12:15 pm, waited on hold for 30 min before anyone answered .spoke to customer rep *** (refused last name or employee Id)and promised me she would call tech to find out why he did not get to my appt between *****pm , she never called back and no tech ever showed 8/14/2023Called again at 4:30pm waited on hold for 40 min with no answer to see why *** did not call me back and if anyone was coming. No show! 8/15/2023 @ 9:15am, waited on hold for over 25 minutes spoke to ****** from Long Island branch who stated ****** is her supervisor, ******* stated she got approval from her boss after talking to the tech that they would send someone to my house at 5pm no one showed again, after I cleared my schedule to wait for them! 8/18/23 spoke to representative ****** who states ****** is his supervisor from Long Island ****** refused multiple requests to transfer me to speak with any supervisor, kept giving excuses as to why they didnt show up for multiple appointments, and that supervisors were to busy on calls. finally after about a half hour ****** stated we would receive a phone call back from ****** as he sent a request for her to call us we never did got a call back from supervisor!

  

  Business Response

  Date: 09/04/2023

  Thank you for informing us of this complaint. We apologize for the lack of communication with this customer and regret the frustration this caused him. We recognize that we dropped the ball here and failed to provide the level of service our customers should expect. For this reason, we have closed the customer's account and waived the early termination fee. There is no balance on the account, and no further charges or treatments will occur. If the customer ever wishes to resume service, we would be happy to work with him again and pledge to provide a much better experience.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20511748
  
  I am rejecting this response because:After my complaint with fox pest control through BBB due to fox pest control failing to show up to my residence on multiple dates along with the company also failing to communicate effectively I was informed through this site BBB by ***************************** (customer relations manager) that we ********************** closed the customers account and waived the early termination fee. There is no balance on the account, and no further charges or treatments will occur. Unfortunately, I received a phone call today stating that I owe money to them and they were going to send me to collections! This is the direct opposite of what ***************************** informed us of here! I attempted to contact **************** and was told she would call me back, although I have had no return call! Please make good on your statement to me and remove any charges due to your company failing to service my home!
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/28/2023

  Thank you for informing us of this follow up message. Following my last response, our office received notice that ************** had disputed the payment from his initial service. On 9/15, this payment was reversed, and the initial invoice was now listed as "unpaid". Although, this refund was not part of my original resolution, I have now cleared this balance as well to resolve ****************** complaint. He has now received a full refund of his service. If there is any other assistance we can provide, we encourage him to reach out.

  Sincerely,

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

  Customer Relations Manager

  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:08/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  never received copy of the contract until after service was performed and then to cancel a charge of $250.00 this is fraud. unable to reach them by phone. Came back today and was charge an additional $224 for a service that I did not request. I will appreciate any help that you can give me.

  

  Business Response

  Date: 09/05/2023

  Thank you for informing us of this complaint. A member of our team has spoken with the customer to clear up the confusion regarding her service and address her concerns. We removed the charge from her last treatment and offered to reduce the monthly price of her subscription. The customer stated she would consider this offer and let us know if she would like to continue service. If she still wishes to cancel, she will not be charged an early termination fee because she did not receive her copy of the agreement until after service had started. We hope the customer feels satisfied with these actions, and we look forward to speaking with her again soon.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 09/07/2023

   
  
  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.
  
  Also I sent an email to Fox pest control today indicating that I appreciate the call back but, due to financial issues I just need to cancel the contract. 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/14/2023

  The customer's account has now been closed as requested. We appreciate her working with us and hope she will reach out again if she needs any pest control assistance.

• Initial Complaint

  Date:08/23/2023

  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 was using Fox Pest Controls service and was being billed $50 per month. On June 18th I requested to have my service cancelled. The woman on the phone said she could not and someone would call me to cancel. No one ever called me back. A month later I called again and no one answered, I left my number for a call back and no one called me back. I called again a few days later and spoke with someone to cancel. By this time I was charged two more monthly fees. The woman said she canceled and I would not be billed again. I was just billed again last week. I tried to call but no one answered. I left my phone number for a call back but no one called me back. I am looking to have the last monthly fee taken off and my service cancelled.

  

  Business Response

  Date: 08/25/2023

  Thank you for informing us of this complaint. We are sorry for the difficult time the customer had reaching our office. We have closed her account as requested and removed the final invoice because of our communication delay. No further treatments or charges will occur at this time, but if the customer ever wishes to resume service, we would be happy to work with her again.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:08/22/2023

  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.

  I was lied to prior to signing the contract. I was lied to after signing the contract. I called Fox because the product does not work and was told a supervisor would be calling me back no one ever called me back Im still paying for a product that does not work and I want out. lol his is ridiculous and terrible business practices. Your sales team is taught to lie, deceive, and do whatever it takes to get a contract. This company should be ashamed.

  

  Business Response

  Date: 08/28/2023

  Thank you for informing us of this complaint. We regret that this customer had a poor experience and have worked to set things right with her. Our supervisor, ******, spoke with the customer about the information she was given by the sales representative and about her pest situation. In this case, some minor home repairs were the best course of action and not necessarily pest control products. We have closed the customer's account as requested and waived the early termination fee. If the customer later wishes to resume treatments, we would be happy to work with her again and pledge to provide a better experience.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/29/2023

   
  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:08/18/2023

  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.

  No longer had a contract with them. Was working on a 4 times a year basis. On August 16 I notified them we no longer want there service. Was told no problem your service is cancelled. My next scheduled service was September 17. They say I need to pay for the ***************** plus any other services I may incur it within 30 days of cancelling that is their policy. It is exactly 30 days and I I never signed or even saw any paperwork saying this. Also on august 17, day after notified of desire to cancel, a man shows up from fox wanting to install approximately $500 of new bait traps. A service I never even requested or signed up for. Luckily I was able to stop him before he started. I mention this to show they are trying to pad my bill since this service would have fallen into that 30 day penalty timeline. Have called several times to try to resolve. Keep being told only a manager can do so and they are busy will call Thank you for your time

  

  Business Response

  Date: 08/21/2023

  Thank you for informing us of this complaint. We are sorry for the stress the customer experienced when cancelling her service. Our team member ****** spoke with the customer and resolved this issue. The customer's account will be closed in September, and she will not be required to receive service or pay anything further. We also apologize that the customer's Termite Inspection was mistakenly scheduled as an installation. This was a human error on our end, and we are sorry for the inconvenience. If the customer needs any future assistance with pest control, we hope she will reach out to us.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:08/15/2023

  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.

  Approximately, around July 13 2023 in the early evening hours a sales rep from Fox Pest Control of Syracue came to my door. I agreed for a treatment of my exterior property for fleas ticks ants etc. I emphasized that I Do Not want a repeated service but perhaps in the fall as well. The sales guy reassured me that I had control more less. They came and did the property I believe on July 14 and I paid the bill shortly after that date of $140. On August 13 they billed me $74.52 that's with tax. I called them up on Monday August 14 and asked if they have been out to my house for a service? "They have not " I did not request any service. That's when they told me I was on a monthly subscription even with out me requesting a service. I told them I want my money back and they said they will not do that. I asked to cancel service and they told me it would cost me $250. I said basically I feel like I been swindled and that they are thieves with their tactics. I did not knowingly sign up for this. I refuse to pay the cancelation fee and they also have the money of $74.52. I had to go to my bank and stop the use of my debit card so as to stop them from taking my money without my consent in the future. If I out right cancel they are going charge me. My adult son was there with me listening to me talk to the sales person and he can back me up on not knowingly agreeing to their terms. I said I want the service when I need it and did not agree to monthly payments, especially when I do not need their service. I feel they are deceiving people and crooked. I had no knowledge they signed me up under those terms. They need to be stopped. I feel like I been swindled and robbed basically. After getting off the phone with a representative of Fox Pest Control she sent me their contract in email. I been greatly deceived.

  

  Business Response

  Date: 08/22/2023

  Thank you for informing us of this complaint. We apologize for the misunderstanding regarding the customer's service plan. To resolve this, we have closed the customer's account as requested and waived the early termination fee. No further treatments or billing will occur. If the customer needs assistance with pest control in the future, we would be happy to work with her again and would ensure all scheduling and payment details are thoroughly reviewed.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 08/22/2023

   
  
  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:08/15/2023

  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 bills monthly for quarterly services. I had agreed to a one-year commitment. As the end of that year commitment was approaching, I called and cancelled services. The cancellation was acknowledged via phone and never contested by Fox. The cancellation also occurred BEFORE my final application occurred. I got a bill the month AFTER my final pest control application occurred, which would go towards the next application. Since I cancelled services, there is no "next application." When I called Fox, they informed me that there is a 30-day wait period after cancelling services, the next invoice was produced within that 30-day period and that there was nothing they could do. I said plainly, "So you expect me to pay you $59.74 for no services or benefit to me. To basically donate money to your business." The response was, "Well sir, there is nothing we can do about it." Given the 30-day waiting period, in reality there are only certain months (i.e., months with 31 days) where anyone can cancel services and not be hit with the next payment. This is completely deceptive, immoral and should be illegal. I only ask Fox to credit my account for $59.74 so my closing balance is zero and there are no ill effects on my credit score.

  

  Business Response

  Date: 08/22/2023

  Thank you for informing us of this complaint. We are sorry for the frustration the customer felt with our cancellation process. During the 30-day cancellation window, customers are responsible for regularly scheduled payments or treatments, but their warranty is also still active, so they are eligible for additional treatments to resolve any active pest issues during this time. In this case, the customer did not request or receive any follow up treatments during his 30-day window, and his July invoice was generated just a few days prior to the end of the window. In light of this, and to resolve his concern, we have waived his July charge. There is no balance on the account, and no further treatments or charges will occur. We appreciate the time the customer spent with us and hope he will reach out if he needs any further assistance.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 08/22/2023

   
  
  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:08/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with Fox. They contacted me to unlock my gates so tech could spray the entire yard. No one showed up. I viewed cameras a no yellow signs left in the yard. I have been calling for two days, no one answers the phone or returns phone call. I feel this is unsatisfactory and I want to cancel the service. The mosquitos are alive and biting in my yard. I will seek another provider.

  

  Business Response

  Date: 08/21/2023

  Thank you for informing us of this complaint. We apologize that the customer had a difficult time reaching us. Our team member, ******, contacted her about these issues and arranged a treatment for today. If the customer has any remaining concerns, or if there is anything we can do to improve her service, we encourage her to reach out.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:08/15/2023

  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.

  7/2023, a young man soliciting services spoke to my elderly mom, in hospice care, offered her a spraying for $50. I told the young man that we don’t use chemicals and dogs are already treated. He explained that there are no chemicals in this insect spray nothing is synthetic that it was all natural and organic. It had to be because it was being used at hospitals and day cares. I asked if we could have a list of ingredients and he told me that they would provide that when they sprayed. And that the service would cost $50. I asked if there was a pamphlet or any paperwork, he said no. My mom gave him the credit card and they wrapped up, he left. Come to find out that her bank account was charged $159 and that this was only an initial fee and that it would cost $50 per month. I did not receive any paperwork or a receipt for this charge to my email address as a young man stated I would. He did not disclose that there was an initial fee nor did he disclose that there was a service contract for one year with an early termination fee. I finally received the contract and the receipt emailed to me. After I contacted fox to dispute the charges. Fox kept stating that my mom had signed a contract which I knew that she had not. Well, low and behold they have a contract with a signature on it however it is not my mother’s signature. The bank has verified that her signature had been forged. I have spoken to reps with fox twice and was told that a supervisor would get back to me. That hasn’t happened. The solicitor was untruthful and forged my mother’s signature. Also, when we did receive the list of ingredients, it is nothing but chemicals. We want this service canceled and refunded. This was not the service he said we would get and were not told about any of the fees or a contract. Neither my mother nor myself signed any agreement.

  

  Business Response

  Date: 08/22/2023

  Thank you for informing us of this complaint. We are sorry to hear of the customer's poor experience and appreciate the opportunity to set things right. We have closed the customer's account as requested and waived the cancellation fee. No further treatments or billing will take place. If we can provide any other assistance to the customer, we encourage him to reach out to us.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 08/23/2023

   
  
  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,
  
  
  
  ***** *******