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:07/25/2023

  Type:Sales and Advertising 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.

  In ******, ** they send solicitors around my neighborhood which is a nuisance. The solicitor that came to my house opened a secured gate to access my front door and then left the gate unsecured after ringing my doorbell. My dogs could have pushed through the now unsecured gate and bitten the kid. The kid thought it was funny that I wasn't happy with him opening a secured gate that contains my dogs. If I were not at home my gate would have been left unsecured. I have video of this. I tried calling Fox to take me off their list of homes to solicit but was on hold for an extended period on time and hung up.I want my address to to be removed from their list.

  

  Business Response

  Date: 08/02/2023

  Thank you for informing us of this complaint. We apologize for the inconvenience ****************** experienced and for his gate being left unsecured. We have instructed our sales manager to flag this address in our system with a note to not solicit here. We hope ****************** will reach out to us if we can provide any other assistance.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/02/2023

   
  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 is horrible. They charge you an initial fee to come and do the pest service with a monthly subscription going forward. Sales reps came to my house made promises such as emergency same day service for when there is a pest issue, and repeated visits until issue is resolved. They did the first initial treatment, it did nothing, I now have ants, and wasp problem where they are nesting right outside our front door and tormenting the children every time they walk out the door. Called fox pest to hopefully come and resolve. No one answers the phone and they take two days to call you back. Then they say they cannot come for 1 week which is against what they sold initially. I have had the service for less than 3 months and made an initial fee and two monthly payments. Still only the initial service was completed. When I asked to cancel they now want to charge a $250 early termination fee. When I asked to waive based on amount already spent and non service during this time, they said I signed a contract and that I am out of luck. Definitely a predatory situation and I will be advising the CFPB. DO NOT USE THEM!!!!

  

  Business Response

  Date: 08/04/2023

  Thank you for informing us of this complaint. We have reviewed the customer's account and determined that some incorrect expectations were established when he first signed up for service. Due to EPA restrictions, we are not able to treat as often as the customer would like, but this was not clarified until after he had entered into a contract. Because of this miscommunication, we have closed the customer's account as requested and waived the early termination fee. No further treatments or charges will take place. We regret that we lost the opportunity to work with this customer, but we will learn from our mistakes here and work to establish clearer expectations going forward.

  Sincerely,

  Michelle B*****
  
  

  Customer Relations Manager

• Initial Complaint

  Date:07/25/2023

  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.

  1. They told me there was a high occurrence of termites in my neighborhood, encouraging me to add on to my service contract. This was simply a lie.2. I canceled the service and they continued to bill me.3. They promised 4+ weeks ago that I'd hear from a manager. I never did. Instead they simply billed me again for services I cancelled.4. Today, I called and was on hold for 15 minutes, after which the call was cancelled by the receiving party (FOX).

  

  Business Response

  Date: 08/02/2023

  Thank you for informing us of this complaint. We apologize for the customer's poor experience and the frustration it caused him. Our supervisor, *****, has spoken with the customer and worked to address these issues. The customer's account has been closed with no fees and a refund has been issues for this month's payment. We appreciate the customer's cooperation as we corrected this situation and encourage them to reach out if we can provide any other assistance.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/22/2023

  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.

  A Fox representative came to my door soliciting pest control services in a non-solicited 55+ neighborhood. He stated that he was running a pest control special for half-off. I agree to have the home treated for the agreed upon price of $175.00 plus tax. He asked me to sign for the CC charge which was on a electronic device. The following day my home was treated by a Fox representative and my CC was charged the appropriate amount. One month later my CC was charged by Fox for $62.54 I called Fox and asked them why my CC was charged. They stated that I entered into a contract for Fox Pest Control Services. At no time during the illegal solicitation did the Fox representative mention entering into a contract. I now find out that when he asked me to sign for the CC receipt, my signature was applied to a contract. This is clearly an illegal act by a Fox Pest Control representative preying on the elderly.

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the miscommunication regarding this customer's service. The customer's July payment has been refunded, and we will be closing his account without any fees. No further treatments or billing will take place. We have also shared the customer's report with our Sales Manager so he can address it with his team. We regret the frustration this incident caused and appreciate the customer reaching out to us so we could set things right. If we can provide any other assistance, please let us know.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/21/2023

  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 hired *** for a mole issue in May 2023. They had their first visit stating they will be back in 2 weeks. No show came by two weeks later after I called. Did a treatment I was told later was safe for pets, but make sure they dont eat it because it poison. ???? I was told to water 3 times a week. Later to be told thats wrong it should have been 2x a day. This was a month + after the treatment. Then they did not show up for the scheduled appointment. I called to cancel the contact they sent a manager Friday July 14th. When I called to see where my refund was July 19th , I was laughed at and told I will not get a refund. Meanwhile the moles are worse than ever. After the two treatments in 3 months I was able to see a mole enjoying my back yard. This was the first time in3 years that I actually saw the mole, I just want a refund of a reasonable portion of the $1,700 charged. I understand there is no guarantee but between the missed appointments and miss information I feel I have a very legitimate complaint. Additionally the supposedly came and did a treatment at my house on July 19th for ants in my attic??? More miss information. I can supply the visit dates and treatments noted except for the July 14th visit which appears to not have been documented my Fox,

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the poor communication the customer was given regarding her service. Our Branch Manager spoke directly with this customer to address her concerns. Because only one full service and one follow up were performed, we are refunding $1000 of her payment. Once the customer's refund is processed, her account will be closed, and no further treatments or charges will take place. Our Branch Manager stated the customer appeared satisfied with this resolution. If we can provide her any assistance in the future, we hope she will reach out.

  Sincerely,

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

  Customer Relations Manager

  
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20356926
  
  I am rejecting this response because:I did speak to the manager ************ and we did agree on a refund of $1,000 on Tuesday July 25, 2023. I called ************ on Tuesday August 1, 2023 to see where the refund was since I have had no communication since the prior conversation. He said the office said it went right through. He said to give him an hour to call the office. As I write this on Wednesday August 2, 2023I still have not received my promised refund. Very unfortunate that consumers have to deal with this deceptive practices if its not purposeful then it is a horribly run organization. At this point and due to the horrendous customer service I feel it is purposeful. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/10/2023

  I verified the customer's refund has been approved and sent from our office to our third-party processor. This company will mail the refund check to the customer's address. I don't have an exact time frame but expect the customer should receive the check within 2 weeks. If she has not received it by that time, she can call our office and we will try to get a more specific ETA.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20356926
  
  I am rejecting this response because:
  
  We have not received any refund from the company Fox. I have also received no communication from the company. It seems Fox has decided to use this platform to provide me, the unsatisfied customer, we incorrect updates. This is a very unfortunate situation that a company can lie about the steps it has taken to resolve an issue directly to the BBB. 
  

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

  

  Business Response

  Date: 08/22/2023

  We have verified that the customer's refund check was mailed out on 8/15. She should be receiving it any day. 

• Initial Complaint

  Date:07/21/2023

  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.

  All I have tried to do is discontinue my membership and close my account. I have called the business many times and have never been able to speak to a human, I only get a long hold time on the phone followed by a claim that they will call me back, which they never do.
  
  I did email them once and communicated with someone who claimed that they would close my account. This was in early June of this year. But I am still getting regular phone calls from them about appointments, and it is impossible to cancel them with their automated system.
  
  All I need is for them to delete my account and all of my data, but I cannot seem to get this done.

  

  Business Response

  Date: 07/24/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had in reaching us. We are short staffed at the moment and working to correct this so we can keep up with demand. I have now closed the customer's account as requested and refunded his July payment. We appreciate the time the customer spent with us, and if he ever wishes to resume service or begin our organic treatments, we encourage him to reach out. 

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 07/25/2023

   
  
  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:07/21/2023

  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.

  Was contacted by a salesperson back in February offering a yard protection plan for $99 which I assumed was a one time fee. I verbally agreed to service, was never presented a contract to sign and was charged that same day. Technician was to perform service early March and never showed, it wasn't until April a technician arrived and performed service which I was then charged another $99. I assumed it was a one time service until I called and requested a technician come a spray inside our home through our quarterly *************** Services, and the technician advised me he was there to perform services for the Yard Protection Plan. I was then charged $99 a third time in ***, I called the offices to alert them of the dilemma and let them know that I had not requested the yard protection service and that it had been raining prior to and after technician performed service. I then asked to speak to a manager and advised her that I was unaware that the service was reoccurring that the salesperson failed to mention it. She looked in her records and did state a contract wasn't signed but that she'd listening to recording and notify me if it was mentioned or not. At this point i requested to cancel both Yard Protection Plan and quarterly *************** services, which I was advised that I would get an email verifying cancellation for both, but that I would have to pay monthly fee $48 for *************** Services for *** which I had no problem. I was then charged for the *************** services in June at the end of the month, so I called to dispute it and was told I'd receive a refund within **** days. I never received the refund and also received a text that my yard was scheduled for service on July 10th which I canceled and now I'm scheduled for the 25th. I called back to cancel service as my services will end August 6th, and I receive a text stating I need to pay an early termination fee of $150. All they've done is harass me ignoring my request to keep me paying .

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the confusion regarding the customer's Yard Enjoyment Plan. We have discontinued this service plan as requested and will be sending a refund check for the customer's most recent YEP payment. The customer's Home Protection Plan is still active as it is within the 2-year contract period and cancellation now would require an Early Termination Fee. Our supervisor, ******, called the customer to discuss this and address his concerns, but there was no answer and no voicemail set up. If the customer has remaining questions or concerns, we encourage him to call our office and ask to speak with ******, and he will be happy to help.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/21/2023

  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.

  On 7/20/23 I made three attempts to reach Fox Pest control. I have small children at the location and I am experiencing insect issues. When I called I was hung up on three times. I even selected the callback option by leaving a phone number and was not contacted. If this is how I am going to be treated I will discontinue service. I need a reliable phone number of Fox Pest Control so the insect issues I am having can be resolved.

  

  Business Response

  Date: 07/31/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had in reaching our office. We have recently taken extensive action to ensure customer calls are answered and returned in a reasonable timeframe. Our office spoke with this customer and scheduled him for a treatment on 7/27, but unfortunately due to extreme heat ************** was not able to complete the service. We will be contacting the customer shortly to reschedule his treatment. We appreciate his patience as we work to address his pest issue.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20355700
  
  I am rejecting this response because:
  After the date listed in their reply I have been trying to reach the company with no success. I will call and wait on hold only to have the phone call disconnected.  I have called back and faced the same issue. The calls are automatically being dropped by the companies systems.  This is very frustrating and I am considering canceling their service as I am not receiving the service any paying customer should. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/07/2023

  We appreciate the customer's patience as we worked to resolve our phone issues. Our supervisor, ******, spoke with the customer and a follow up treatment has now been performed. We encourage the customer to keep us informed of any concerns. We are eager to meet his pest control needs and to ensure he is fully satisfied with his service.

   

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20355700
  
  I am rejecting this response because:

  
  This is unacceptable. How can you run a business and take money from customers and they cant get in touch with the business?  I had to make a Better Business Bureau complaint to be heard.  What corrective action will be done? I still would like to schedule spraying and I am not getting through to the company  

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

  

  Business Response

  Date: 08/15/2023

  Thank you for informing us of this follow up message. Our office spoke with the customer yesterday and arranged another treatment for today. We will also call the customer in a couple of weeks to follow up on his pest situation.

• Initial Complaint

  Date:07/21/2023

  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.

  We attempted to cancel the servicers and were told we could not without proof that we had another exterminator. When we told them to stop sending out people they did so on two more occasions. We called and asked again to stop and we are cancelling their services. They continue to bill us monthly still.

  

  Business Response

  Date: 07/24/2023

  Thank you for informing us of this complaint. We apologize for the frustration the customer experienced. The customer's account was not closed sooner because we request written notice of cancellation 30 days in advance. Our office had not received this written notice, so the account remained active. However, I have now closed the account and refunded the customer's July payment. No further treatments or billing will take place. We appreciate the time the customer spent with us and wish them the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/19/2023

  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.

  We signed up for fox pest control in January, 2023. We requested cancellation in May 2023 because we had pest in the house and in the yard & they promised to treat yard and house but only did it once.
  They refused to cancel and have not treated our house or yard since then.

  

  Business Response

  Date: 07/25/2023

  Thank you for informing us of this complaint. Our Branch Manager spoke with the customer directly to discuss his experience and address his concerns. The customer still wished to discontinue service, so his account was closed with no early termination fee and the balance was cleared. No further treatments or billing will take place at this time, but if the customer needs assistance in the future, we hope he will reach out to us.

  Sincerely,

  Michelle B*****

  Customer Relations Manager