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:08/01/2023

  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.

  Pest control company sold me service and was told by the sales rep that I could cancel at any time, when I called the headquarters they told me I had to pay $250 fee for early termination of the contract. I trusted the word of the sales rep and signed a contract on a false statement made by the company’s representative.

  

  Business Response

  Date: 08/08/2023

  Thank you for informing us of this complaint. We apologize for the misunderstanding regarding the customer's service contract. We have closed his account and waived the early termination fee. No further services or charges will occur. If the customer later wishes to resume service, we would be happy to work with him again.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/31/2023

  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 company is impossible to get a hold of unless you are calling for the first time where they talk you into a plan for 1 year and confuse you about signing something for the initial service your calling about but your actually signing a yearly plan which is $250 to cancel! Had them come 3 times for the same issue with bees especially a hornet that was diving at my head every time I walked out the door to my car. The last tech told me that the hornets may be coming from a neighbors yard and there’s not much you can do about that! I got this yearly plan and then saw it was for 2 years and to cancel was $250! I called and spoke to a girl and explained I was only renting and didn’t want to commit to a 2 year plan! She said we can change it to a year I said it says here it’s $250 to cancel though so if I move or the landlord decides to sell this house then I don’t want to pay that. She said not to worry it won’t be $250 and if I move I can cancel and not pay that fee! I called to cancel because my boyfriend ended up killing the hornet and was told I had to pay $250 and I am moving in October so I was told I can keep the plan of $75 a month until I move and they see proof! I said no I don’t want to pay here for the next 3 months I want to cancel now! I was sent a $75 bill for June a $250 bill on July 14 and now they sent me another $75 for July 16 even though I cancelled on July 14!! I’ve been calling to talk to someone again about this bc I am not paying this and all I do is sit on hold call after call until I’m asked to enter my phone number and get a call back but I never do! I am so mad over this entire situation and although my landlord paid for the initial $400 service now I’m stuck with these ridiculous charges and they continued to charge me for July even though I canceled days before! Why would I pay for services that didn’t help me for the next few months on a rental when I’m moving soon!? They are really just deceiving and they need to answer the phone!

  

  Business Response

  Date: 08/07/2023

  Thank you for informing us of this complaint. We apologize for the difficult time the customer had in reaching our office. Our supervisor, Alyssa, was able to speak with the customer about her concerns. Alyssa offered to arrange an additional treatment to address the ongoing pest issues, but the customer declined. The customer's account was closed as requested. There is currently a balance on the customer's account for the June monthly payment and the early termination fee (the July charge has been cleared). When the customer sends our office documentation verifying her move, we will waive the early termination fee. Because the account is closed, the customer will not incur any additional monthly charges; she is only responsible for the June payment as the service was active and treatment was provided during that month. We are sorry the customer did not have a better experience with us, but we wish her the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/28/2023

  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 had this company come to my house and my wife had them do the first allocation. They did this in June. They then sent me another bill on July 24 th for the September service. In the state of Pennsylvania before service. It is taking the money out of my account in july which is almost two months before the service.I called three times or more and each time hit number 1. On all three calls when hitting one it would put me on hold. A short time later a recoding would come on saying we would call you back when have a chance. I then went and called four times at number 2 and get a sales men right away. Each time tried to cancel my service and got a round around. I then finally after spending a full day trying to get this taken care of I got a hold of Nick in the Harrisburg location. Nick sent me a email he would cancel the service. Also they went into my account and pulled out $250.00 with out my bank account. I WANT THE MONEY BACK . ALSO STILL HAVE ANTS MYHOUSE.

  

  Business Response

  Date: 08/04/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had reaching our office and for the misunderstanding about his July payment. The amount charged was his monthly subscription fee as explained in his contract. When the customer spoke with our Operations Manager, Nick, he requested to cancel the service and receive a refund of the July payment. Nick refunded the July payment to the customer's card. He also reminded the customer that there is an early termination fee of $250 for cancelling before the contract has been fulfilled. The customer still wished to cancel and stated he would pay the fee, so his card was charged. Nick also sent a confirmation email to the customer reviewing their conversation and the terms of the cancellation. 

  Today, the customer's wife called our office concerned about the amount of cancellation fee. As a courtesy, we are refunding $100. It typically takes a financial institution 3-5 business days to post the funds to the customer's account. The customer's service has been fully cancelled, so no further treatments or billing will occur. We regret that we lost he opportunity to work with this customer, but we wish them the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company supposed to provide services for pest controls. They fail to support and respond to services and their treatment doesn't work.

  

  Business Response

  Date: 08/03/2023

  Thank you for informing us of this complaint. We regret that the customer has been dissatisfied with his service and are eager to correct this. Our supervisor, Alyssa, spoke with the customer yesterday and worked to address his concerns. We would also be happy to arrange a no-charge follow up treatment to address any ongoing pest issues. We encourage the customer to contact us at his convenience so that we can schedule this service and better meet his pest control needs.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 08/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business has not regards to the schedule,  services and products. 

  I have made several calls and requested to ensure treatment is done before the party. They couldn't not make the services. I have also requested to redo treatment on other cases They couldn't assist. 

  Their sales team also mis represent the services and ensure guaranteed service with 3x attempts then cancel. There was no indication for cancelation fee. 

   

  I have made every attempt to obtain support but they failed to comply per the services.

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

  

  Business Response

  Date: 08/16/2023

  We regret that the customer remains unsatisfied with his service. We have been trying to reach him to clarify what part of the service is not meeting his expectation and try to correct this. We would like to arrange a full service performed by our Service Manager free of charge to address this customer's dissatisfaction. If the customer remains unsatisfied after this appointment, we will close his account. We ask the customer to please contact our office so that we can schedule this appointment.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fox Pest control completely mishandled my request to not perform service until a contract was signed. The assured me when I initially called to sign up for services that no services would be performed and no charges would be billed until the contract was signed. I was uncomfortable with the disclosures in the contract so I never signed it. The following day, a technician showed up at my house with no notice, I was not home and never agreed to have anyone come because I did not sign a contract. I was charged $256 for the services not performed and for the contract start up. I never signed the contract. When I called to have this rectified and cancelled, the rep continued to push me to use them over and over and refused to refund me. I explained that even if I did sign the contract (which I did not), i would have a legal 72 hour rescind period that they are legally obligated to adhere to. The rep ignored that and continued to push me to continue w/ the services. I had to tell her that I would be contacting the BBB, my credit card company for a fraud charge claim, and my attorney would be contacting them about violating a 72 hour rescind (that never even really existed because i never signed a contract) before she would refund me and cancel whatever they had scheduled in their system for future. I had to argue for 20 minutes. This was a horrible customer service experience and I recommend never using them as it's a gimmicky firm that tries to manipulate and force you into things, and does not keep their word.

  

  Business Response

  Date: 08/02/2023

  Thank you for informing us of this complaint. We apologize for the customer's frustrating experience. After reviewing the customer's account, it appears there were multiple missteps here, and we take full responsibility for them. The customer is correct that no contract was signed so she was not obligated to accept or pay for any treatments. A full refund was issued on 7/28. It typically takes a financial institution 3-5 business days to post the funds back to the account, so the customer should receive the refund shortly if she hasn't already. Her account with us has been closed and her credit card information has been deleted from our records. We appreciate the customer's feedback and will work to ensure these mistakes are not repeated.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/27/2023

  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 hired fox pest control for a bee infestation. The lady asked if they were honey bees, I said I don't know, I'm not a horticulturist but I don't think so. She talked me into a 2 year contract however I made it clear the bees were my ONLY issue. After they came out he advised me they are honey bees and he can't do anything about it. Now they want to charge me 150 for the initial visit and *********************************************************** dire need of a solution and they took advantage and made me feel like this was my best/only option and it wasn't.

  

  Business Response

  Date: 08/02/2023

  We appreciate the BBB informing us of this complaint. We are sorry we were not able to help with the customer's honey bee issue and regret that she felt manipulated into services she did not need. This is not how we want any of our customers to feel, and we appreciate the opportunity to set things right. The customer's account has been closed and a full refund has been issued. It typically takes a financial institution 3-5 business days to post these funds to the account. No termination fee was charged due to the customer's need being outside our scope of service. We hope these actions will be satisfactory to the customer and encourage her to reach out if we can provide any other assistance. 

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:

  Thank you so much! I appreciate the company reaching out and apologizing. 

  
  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:07/27/2023

  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.

  My initial conversation with *** was on 07/12/2023. I told them about a wasp issue along with other problem pests. They were initially responsive and quick to come out. My card was charged and the technician came to our house the next day and took care of our needs. However, about a week ago, the wasps that we thought we gone, have now made their way into my house and our coming into one of hour bathrooms. I found another entry point where they have been coming in, one that previously missed by the first technician. I have tried calling, numerous times as well as leaving a message on their website to call me, which according to the website, "someone will get back to you in 2 hours", its been almost a week. When I call, no one answers and I selected to have a call back "to keep my place in line", which those attempts have not been responded to either. I decided to go to their office to attempt to get a hold of someone, since I have a service agreement and paid an initial fee I would like to receive the value that I invested. However, once I arrived to the office building they are in, it seems to be a sketchy office complex. I knocked on the door and no one answered. I have wasps inside my house and I thought that the company I made an agreement with would be helpful. This is not the case. Upon reading other reviews and seeing the complaints, it appears that Fox Pest Control will take your money initially, then leave you high and dry.

  

  Business Response

  Date: 08/02/2023

  Thank you for informing us of this complaint. We apologize for the customer not being able to reach our office. In addition to being at our peak season, we discovered an issue with our phone system that was causing some calls to be prematurely cut off. This has been corrected and additional changes have been made to improve our availability and response time. On 7/31, we performed a follow up treatment to address the wasps that were getting into the customer's bathroom. We hope this provided some relief to the customer's household and helped restore his trust in our company. If there is anything else we can do to improve his service, we encourage the customer to reach out, and we will do our best to respond promptly.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/26/2023

  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 had an account with ********************** for several years, but this year we had more bugs, spiders, ants, and other pests than ever before. I have been trying to call them for over a week to see about getting a guaranteed extra treatment and each time I am put on hold for 10 minutes and then automatically notified that I am being put on call back list but I have never been called back. Not sure how they are going to stay in business if they cannot answer their customer service numbers.

  

  Business Response

  Date: 08/02/2023

  Thank you for informing us of this complaint. We apologize for the difficult time ***************** had in reaching our office. We are experiencing a high volume of calls and working to keep up with demand. We have recently made changes to our system to improve our response time. Our team member ******* contacted ***************** and arranged an appointment for 8/1. We hope this treatment was to her full satisfaction. If there is anything else we can do to improve her service, we encourage her to please let us know.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/26/2023

  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 been trying for almost a week to talk to a representative. I have an annual contact with Fox. I would like a bees nest removed from my yard. I have waited on hold for several long periods of time over several days. I sent a request via their website. The automated service said to leave your number and someone will return your call. Nothing and no one has responded to my request..

  

  Business Response

  Date: 08/03/2023

  Thank you for informing us of this complaint. We appreciate the customer reaching out and apologize for the difficult time she has had reaching our office. We have been receiving a very high volume of calls from customers in need of service, and we also discovered an issue with our phone system that caused some calls to not come through. We have made several changes to correct these issues and be available for our customers. We were able to speak with the customer and schedule a follow up treatment for tomorrow 8/4. We will work to resolve her wasp issue and provide her with much better customer service going forward.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:07/25/2023

  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 sent a tech to do a quarterly service on our home on 7-19-23. The tech spent a total of 14 minutes maximum at my home, yet claimed an entire list of services were provided in that time and we were billed $183.95 (this was also a price increase without prior notification or explanation) for these services. As this is not the first time this has happened nor the first problem we have had with this company, I called Fox Pest immediately to reject this service and the bill and to terminate the service. Fox Pest has one phone number that requires up to one hour or more hold time or an option to have someone call you back at a time convenient to them. My husband and I have called them at least five times, with each operator stating that they cant help us but assuring us that a manager would call us back to discuss the service and most recent visit. A manager has not called us, nor has anyone responded to emails I have sent. The only response I received was from a nameless text message stating that they had cancelled our account but we owe them for the visit on the 19th. I have been more than patient with them and given them numerous second chances; I have a whole list of problems I have had with this company and would be happy to go into detail if needed.

  

  Business Response

  Date: 07/26/2023

  Thank you for informing us of this complaint. We are eager to address this to the customer's satisfaction. Unfortunately none of the information provided is linked to an account in our system. I would therefore ask the customer to please provide me with their address so I can locate their account and help resolve these issues. If they do not feel comfortable sharing this information with the BBB, they can directly email it to me at *********************************************. Thank you.

  Sincerely,

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

  Customer Relations Manager