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 HQ

  380 Freeport Blvd. Ste. 16 Sparks, NV 89431

  
• 

  Fox Pest Control Rhode Island, LLC

  1296 B Park Ave Cranston, RI 02910

  
• 

  Fox Pest Control Albany

  431 New Karner Rd Ste 170 Albany, NY 12205

  
• 

  Fox Pest Control

  832 Meadow St Chicopee, MA 01013

  

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:08/05/2023

  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.

  A very ********** man came to our house on Memorial Day to sell pest control services. We signed up as we had been looking for protection for the house, we have no complaints about the home protection plan. The problem is with the yard enjoyment plan. We have a very large yard and were concerned that the treatment would not work for mosquitoes. The sales man told us we could to a one month trial with no penalties, so we tried the treatment. As suspected it did not work for our yard and when I called to cancel they charged my credit card a $250 cancellation fee. When I called to talk to someone the customer service agent was rude and the manager never called me back. I emailed the sales man and no response from him as well. Im extremely annoyed with this whole situation.

  

  Business Response

  Date: 08/10/2023

  Thank you for informing us of this complaint. We apologize that the customer's ******* trial of her YEP was not properly documented by the representative. Our Branch Manager spoke with the customer this morning to resolve this, and we have refunded the early termination fee. The customer's YEP service has been discontinued, and no yard treatments or charges will occur. The customer's Home Protection Plan will continue as usual, and we are glad to hear she has been pleased with this service. If there is anything we can do to improve the customer's satisfaction, we encourage her to please let us know.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:08/04/2023

  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.

  THIS LUBBOCK BRANCH uses misleading practices, the office is ! RUDE, they have an INEFFECTIVE PRODUCT AND SERVICE AND BERATE ELDERLY POOR PEOPLE. My elderly Mom on Medicare/Medicaid had ants, called Fox out; was made to sign a “contract” before they would spray or service, without understanding what it was. The tech was there 10mins, mostly for paperwork, NEVER SPRAYED HER HOUSE, merely put 2 baits out and charged her $250, while repeating what she had told him that it was about half of her monthly income. The ants were back within 3 days. She called again and they told her they couldn’t “respray” She countered that they never had sprayed- only put 2 baits out. They refused to help. She requested to cancel her agreement. Their customer svc rep Kate was rude and berated my mother for 30 minutes. Mom later spoke to Kate’s supervisor and agreed to let my mom out of her “contract”. A month later they are calling my mom back, Kate arguing and berating her again demanding $167 despite refusing to come out and give her service. They have NEVER sprayed her house. 2 little ant baits don’t cost $417! My mom explained that Kate was upsetting her and she had heart issues, only for her to say it doesn’t matter. Mom said she had $50 in the bank- she would give them just to leave her alone but demanded the balance. They have never sprayed her home but continue to berate my elderly mother.

  

  Business Response

  Date: 08/14/2023

  Thank you for informing us of this complaint. We sincerely apologize that the customer felt her needs were unimportant to us, as we strive to build meaningful relationships with each of our customers. Her account has been closed as requested and no further treatments or billing will occur. The customer will receive no further communication from our office, but we wish her the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:08/04/2023

  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.

  Fox Pest control in Oxford/Seymour Ct. located in Logan, Utah has breached our contract. Fox was supposed to be at my residence ** ******* **. today/ 8/4 between 900am and 100pm per their phone message the previous day, a no show. I called around 130 and was on hold for over 30 mins, when I was told by Corey "they" cancelled the appt. and changed it to 8/8. I was only made aware of the change because I called and was told, of the change. I will not be around on that day. Between the long phone holds and the appt. change without notification, I believe Fox has breached the contract, and I want to term without a penalty. I believe as a consumer I have rights of cancellation/notification actions.

  

  Business Response

  Date: 08/09/2023

  Thank you for informing us of this complaint. We apologize for the scheduling issue Mr. ******** experienced and for the long wait time when he called our office. Due to a variety of factors, we occasionally need to alter technician routes, but a customer should always be informed if their appointment is affected. We apologize for our lapse in communication here. After speaking with Mr. ********, we were able to get a technician to his home on 8/4 in the afternoon. We hope Mr. ******** was satisfied with this treatment. If not, we would be happy to arrange a follow up treatment to address any issues. We will also work to communicate more thoroughly with Mr. ******** in the future to ensure he is fully satisfied with his service.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:08/03/2023

  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.

  I signed a two year contract with Fox on 08/02/2022 which provided for 4 seasonal home protection treatments and "targeted treatments as needed." This was for $50 a month plus tax. The salesman said they provided "same day service" if there is an infestation between scheduled seasonal treatments. Fox still advertises same day service online. However I was unable to reach Fox when my kitchen became invaded by swarms of fruit flies that appeared to be coming out of the sink drain. The firm's phones just played an ad. Noone ever answered. There was an option for getting a call back by pressing 9. I used this a few times but was not called back. I also messaged the firm on Chat. An ******* ** employee replied and said my service request would be forwarded to the ** branch that services me. Finally *****, a manager, left me a message today saying a technician would visit next Monday to do the regular seasonal treatment. Since I did not want to deal with flies for another 4 days and required immediate service I called the firm yet again and used the option for "new customers". The phone immediately was answered and I was transferred to ****** She said the firm had been unable to assist me with my same day service request as they are short staffed and she added that my contract small print does not guarantee same day service. I asked her to cancel my contract. She said that would cost a $150 cancellation fee. I asked her to waive the fee since *** has not complied with the advertised same day service. She refused and said if I didn't pay the $150 she will institute "collection." I felt so brow beaten that I agreed to the $150. But having reviewed the experience of other customers in online complaints I am writing to request that Fox forgo the $150 and further that it amends its misleading advertising and sales practices.

  

  Business Response

  Date: 08/11/2023

  Thank you for informing us of this complaint. We regret that we were not able to meet the customer's expectations in this case. Our same-day service guarantee is limited to initial services, but we also make every effort to provide same-day or next-day treatments for follow up services as well. Due to high demand during this peak season, our schedules are frequently filling up days in advance. We regret that this may cause some customers to wait for treatment, but we are also obligated to ensure the physical wellbeing of our technicians by not overscheduling them. To help make up for the inconvenience this customer experienced, we have refunded half of her early termination fee. It typically takes 3-5 business days for a financial institution to post these funds to the account. The customer's service has been discontinued and no further treatments or charges will occur. We wish her the best going forward.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20418555
  
  I am rejecting this response. I appreciate ***** concern for its technicians. But the firm billed my credit card every month this year for a total of seven months. Therefore it has suffered no financial loss from my request to cancel a contract with which it has admitted it is unable to comply due to staff shortages.   I am requesting that it refund the entirr cancelation fee billed to my credit card. 

  I also request that it cease its misleading advertising.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/21/2023

  We have refunded the remainder of the customer's cancellation fee as requested. We will also work to clarify that same-day service is only guaranteed for initial treatments.

  Customer Answer

  Date: 08/21/2023

   
  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:08/03/2023

  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 have been trying to contact Fox Pest Control since 7/25/2023, i have called multiple times, I have stated my name my phone number was recited back to me via a recording and I was told I would be contacted by the next available customer service agent. I have called daily since 7/25/2023, I have waited on hold, for over 1 HOUR!!! Listening to a ridiculous recording. It is now 8/3/2023, I have still not been contacted, I have stopped payment on future services, and a draft came out of my account yesterday for the month of August. I want this account closed immediately and a refund for the month of August. I have signed with a reputable company who has quickly and professionally rectified my pest issues, and at a lesser fee for services!!!!

  

  Business Response

  Date: 08/14/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had reaching our office. This is certainly not the experience we want to give our customers, and we regret the frustration it caused. Our Supervisor, Logan, spoke with the customer about these issues and closed their account as requested. He also refunded the customer's last two monthly payments. We hope these actions are satisfactory to the customer, and we wish them the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:08/02/2023

  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.

  Good evening. Fox Pest control came to my house on may 31,2023 for the schedule maintenance treatment. On 7/26 my wife and I both called them for a bee infestation. We got no answer. On 7/27 they called me at 915 . I told the service person that the bees are currently flying in my basement. I was told they could come out on 8/1. I asked if they could come earlier. They said no to which I said what would happen if the bees were in the family room. Their answer was they would rearrange schedules then. So I was forced to take 8/1 in the afternoon. I would have to have waited 5 days for them to fix the problem. At this point I reached out to another company and explained my predicament. They came to my house the same day and removed not only the bees from my basement but two more active hives. On 7/31 I called Fox pest control to cancel the service call for Tuesday. Also to cancel my maintenance plan with them. At this point they told me I would be charged $150 to cancel the plan even though no service was rendered. At this point my contract was ended and still they had access to my checking account with the ability to directly remove funds through direct payment. Which they did on 8/2/23. I would like the $150 refunded to me. When I canceled my service with them the direct payment plan should not have been used. I canceled the service call for Tuesday. And then had to pay an extra $194 to have the bees removed from my home. Sincerely, ***********************

  

  Business Response

  Date: 08/15/2023

  Thank you for informing us of this complaint. We are sorry that we were not able to treat the customer's bees in a more timely manner and apologize for the inconvenience this caused him. While we typically require a 30-day notice of cancellation, in this case we were not able to meet the customer's need in an acceptable time period, so the cancellation fee has been refunded to him. It typically takes a financial institution 3-5 business days to post these funds back to the customer's account. The customer's Fox account is closed and no further treatments or charges will take place. If the customer needs any further assistance, we encourage him to reach out to us.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:08/02/2023

  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.

  I signed a two-year contract with Fox Pest Control for their pest control service in July 2021 for my house at **************************************************************. The last service is scheduled to happen in July 2023. In around April/May ***************************************************************************** July 2023 and there would be no more services and charges after that. The customer service confirmed that would be the case. But in August 2023, when I logged into my Fox account portal, I see that the service is still not terminated: new services continue to be scheduled further into future months. I had to called them again. After repeated calls and long wait times, finally received a call back from them and the phone agent told me somehow the contract didn't end and she would make sure it's terminated.But I have still yet to receive confirmation that the contract is finished.I need written confirmation that there will not be further services and charges. I do not agree to more services from them.

  

  Business Response

  Date: 08/07/2023

  Thank you for informing us of this complaint. I apologize for the delay in closing the customer's account. The service has now been cancelled, and no further treatments or charges will take place. We appreciate the time the customer spent with us and hope they will reach out again if they need any further assistance.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/07/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  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.

  This company used our actual name, address, and services provided to solicit business from other houses in the neighborhood without disclosing to us that they would do so. We did not and would not agree to our private information being used in such a manner. They then would not waive the cancellation fee of $150 for "early termination" even though it was only days prior to our 1 year contract being up and it said two different contract lengths in the contract itself-one for 12 months, one for 24 months. All I wanted was to be let out of our contract considering this GROSS violation of our privacy and personal information without our consent. Multiple houses in our neighborhood have details of our pest control problems without our consent. This company is dispicable, there should be laws against companies using you for marketing without your consent.

  

  Business Response

  Date: 08/10/2023

  Thank you for informing us of this complaint. We apologize for our representative sharing the customer's information without her permission. We will encourage our team to be more respectful of this going forward. We have reached out to the customer and left a message to clarify her service contracts. The customer's Home Protection Plan is for 24 months and would have a $150 early termination fee if cancelled before August ****. This is the treatment that is performed in and around the customer's home. Their second contract is for a Commercial Lawn Agreement, which is for a period of 12 months. If the customer still wishes to discontinue that portion of her service, she can do so without penalty. She can request this cancellation by responding to this message through the BBB or by calling our office directly. We will also be happy to address any other questions or concerns.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20408925
  
  I am rejecting this response because: I believe we should be released from our contract without penalty for the egregious use of our name and personal information without consent.  This is wholly inappropriate, troubling, and never should have happened.  I'm not asking for refund for services already rendered, I just want them to never set foot on my property again and I think I should be able to do that given THEIR behaviors, not mine, without a financial penalty.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/21/2023

  To resolve the customer's concern, I have closed their account and waived the early termination fee. I also refunded their August monthly payment that was automatically processed on 8/16. They should see this refund in 3-5 business days, depending on their financial institution. No further treatments or billing will occur.

  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:08/01/2023

  Type:Product 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 have called and emailed several times and I’m still being billed after I cancelled service. When emailing I do not get a response. I call 90% of the time I can’t reach a person. Once my contract was up in June my service was suppose to get cancelled. I called in June to cancel they said okay, I called in July again to cancel and they said it’s cancelled. Today I get an email saying I have an outstanding balance for July.

  

  Business Response

  Date: 08/07/2023

  Thank you for informing us of this complaint. We apologize for the customer being charged in July. This was in error, and the balance has now been cleared. The customer's account is closed and no further charges will be generated. We appreciate the time this customer spent with us and encourage her to reach out if she needs any help with pest control in the future.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 08/13/2023

   
  
  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:08/01/2023

  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.

  Unable to reach company for follow up service. Was placed on hold for at least an hour 3 times on 3 separate days. Pressing 9 to have someone call us back did not work either.

  

  Business Response

  Date: 08/07/2023

  Thank you for informing us of this complaint. We apologize this customer was not able to reach our office. Due to a combination of high call volume and issues with our phone system, several customers experienced similar issues. We have made extensive changes to correct this. We have also spoken with this customer to arrange her follow up treatment, which will take place today. We appreciate the customer's patience, and we will work to ensure she is fully satisfied with her service.

  Sincerely,

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

  Customer Relations Manager