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 Rochester

  333 Metro Park Ste M-108 Rochester, NY 14623

  
• 

  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

  

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:07/17/2023

  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.

  July 17,2033
  
  I signed up for new service today at 1240 pm. My husband was home all day and I got home at 5pm. My account number is *******. I did not receive service as schedule.I have called several numbers ###-###-#### / ###-###-####. The representative/Shawn from Fox confirm with me someone would be out to my house to start service today 7/17/2023 by 8pm. I have not received any communications from Fox Pest Control. I have called Fox Pest Control and just got a recorded message saying no one is available leave a message. I left two message last one 930pm. I am cancel this contract, immediately. Please return my full refund of 205.00 immediately and do not charge any further against my debit,/credit card.
  ***** *******
  
   
  ###-###-####

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We apologize that the customer's service was not completed as originally scheduled. Our technician was unable to finish his route due to a personal emergency. The customer should have been notified of this, but was not, and we take full responsibility for this failure. Her account has been closed as requested and the full amount paid has been returned. We regret that we lost the opportunity to work with this customer. If she is ever willing to give us another opportunity, we will ensure she is given a much better experience.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer Answer

  Date: 07/21/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received my refund. And I am requesting remove their account from my credit report. Fox Pest Control is reflected as a  closed my account  on my credit report. This action has affected my credit. 
  
  
  
  Sincerely,
  
  ***** *******
  

  

  Business Response

  Date: 07/25/2023

  It typically takes 3-5 business days for a financial institution to post a refund back into the customer's account, so that is likely the case here. I verified with the head of our Accounts Receivable department that the refund was processed correctly. If the customer has not received the funds by the end of this week, we encourage her to let us know and we will investigate further. 

  We are unable to explain why the customer's credit would have been negatively impacted. She prepaid for her service, so there was never a past due balance. The customer may need to contact the credit bureau directly to determine what needs to be done as we have not reported anything to them.

  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:07/17/2023

  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 am a new customer. A salesman came to my door. The previous owner used your company. We were told by the salesman it would be a free upgrade to the new termite traps and $300 for the year. He then had me sign a contract on an iPad which I should have read more carefully but was also hard to see with the sun. You don't have to take my word for this. It's all on my ring and have videos.
  
  
  
  I then hear from my neighbor who bought my old house that I "referred" fox. I did not but mentioned where I used to live. So now my neighbors think I'm sending salesman over. But I digress because that was only mildly annoying.
  
  
  
  We had only a couple of traps. I came home to over 20. The old ones were in my rocks right by the house and the new ones were in my lawn with a few extra holes I guess just for good measure. Then we see the emailed bill and this "free install" cost $300. Plus $25 a month. I called to see what happened with the install which took place on 7/5. On 7/6 I get the westchester office. They don't know what happened but a supervisor will call me back tomorrow as well as the technician. Great! I also talked to the salesman who said he doesn't see why I would complain about having more traps, but they should be 2-3 feet from the foundation like the old ones and the monthly payments were so I don't have to pay yearly and that it was for basically next year. I asked if I cancelled next June would I get a refund. He said no. I said then that makes no sense and change it to yearly so I don't have the monthly payments. He said sure and when I asked him to explain he said to me I can think of it however it makes sense as if I am too dumb to understand. But he said with the yearly payment I would not be billed until next July if I decided to keep the service. I don't have a conversation recording of this but I do have a screen shot of the text because quite frankly I didn't believe him. His name is Alex D***** by the way.
  
  
  
  I never got a call back Friday so I emailed. They asked for my address. But no call back. I called Monday and never got through nor got a call back, emailed Tuesday, called Wednesday.... you get the picture.
  
  
  
  I finally got through on Thursday. I was told that no I have to pay monthly and that they still weren't sure why the traps were where they were. I spoke to Cody. He was great! After I explained the situation I was told that he was sorry but that a supervisor and a tech would call me back the next day. Well.... that didn't happen. I am about ready to go to the news, social media, and the better business bureau with the ring conversations, the texts, and the bills.
  
  
  
  And don't worry I already called the people I "referred" to let them know. This is one last ditch effort to get some resolution

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We appreciate the customer reaching out about their concerns and apologize for their initially poor experience. Our Service Manager has been in touch with the customer to address these issues. He performed a follow up visit to inspect the termite bait stations and ensure all positioning is correct. We hope the customer feels satisfied with these actions, but if they have any remaining questions or concerns, we will be happy to address them.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  Date:07/17/2023

  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.

  Hello, at the end of May we had a nice lady from Fox came to the door soliciting business. We wouldn't normally have engaged but she caught us at the right moment and explained that our prior pest control company was bought out and no longer local. She told us that *** was indeed local and went through everything they would do for us which was quite extensive. All of our bait stations were to be replaced and that they would do an internal and external initial service and then only do internal twice a year. This was normal as it's what we had prior. She was really nice and did a great job selling the companies services to us.Unfortunately, it has been very unpleasant since. On the day of our first service, the technician went to the wrong and performed the first service there. We were waiting around because we were told he would perform services inside as well. Good thing I called because he had already left the area and had to come back. No inside service done and left the outside bait stations from the previous company and did nothing with them. We were going on an extended vacation and decided to call Fox when we got home. Well, I have been calling for days (no one picks up) and only today got a call back from an unpleasant representative. So rude in fact that that I told her we want to cancel our agreement and she informed me that we would have to pay a $250 termination fee. She also stated that they don't perform inside services unless requested and she kept referring to the contract. It may say it in there but I was listening and responding to the nice lady who sold us the services. I probably should have read it better but should be able to trust what is being told to me. She also said that *** believes that their service is so great that we would be able to terminate the agreement if we wanted to without a penalty as long as it was within the first few services. Now I'm being told that I can't and again, only to read my contract.

  

  Business Response

  Date: 07/19/2023

  Thank you for informing us of this complaint. We appreciate the customer reaching out about his experience so we can set things right. There were multiple missteps on our part here, including the technician failing to offer an interior treatment, which is customary on the initial service. When the customer called about his concerns, the customer service he received was not up to our standards, and we apologize. Our supervisor **** contacted the customer yesterday to properly address these issues. She offered to arrange further treatments to resolve the customer's pest activity, but the customer respectfully declined and preferred the service be cancelled. We have now closed his account as requested and waived the early termination fee. If the customer ever wishes to resume service, we would be happy to work with him again and will ensure he is given a much better experience.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/19/2023

   
  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.  **** called me back and I greatly appreciate her resolving this for me and for her professionalism.   
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/15/2023

  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.

  Entered into a contract with the company a few years ago, and despite numerous email and phone contacts, they will not cancel service. They continue to bill me despite no services rendered. I am attempting to cancel services, but they will not answer my phone call (blocked my number and had to call them from another number) and emails requesting cancellation are either igornored or argued.

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We apologize for the frustration the customer encountered when discontinuing his service. His account is now closed as requested, and no further treatments or billing will occur. We appreciate the time ****** spent as our customer and hope he will reach out if he needs any future assistance.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/21/2023

   
  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. Thank you for your extremely prompt actions and intervention in this difficult business relationship. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/15/2023

  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.

  I am filing a formal complaint against Fox Pest Control in Buffalo, NY due to their misconduct and unfair practices. They failed to provide clear explanations or a formal contract, resulting in unreasonable cancellation fees. During my conversation with a Fox Pest Control representative, it was stated that after an initial charge of $216.00 on April 21 (which I have already paid), there would be a $60 charge which I assumed was per visit after that. It was never clarified to me that was a monthly payment. Then when the technician came afterwards and told me it was $180 quarterly charge for each service visit beyond the first, I immediately today him that was not what I was told and that was too much, I didn’t want it anymore. He told me that it would be no issue cancelling it right away so I thought I did. I received a phone call about them coming out again to service and when I called to verify the cancellation was informed I would have to pay $250 to cancel due to an early termination fee which was NEVER told to me or made clear, communicated or agreed upon. I do not recall signing any contract outlining these terms, the customer service rep stated she was sending it to me and she never did. I want this cancelled and waiving of the $250 cancellation fee, as it was never mentioned or agreed upon. I have attempted to resolve this matter directly with Fox Pest Control yesterday, but their response has been unsatisfactory. I kindly request your assistance in addressing this issue. Please let me know if any further information or documentation is required. Thank you for your attention to this matter. I hope for a prompt resolution. Your intervention will help protect consumers from deceptive practices.

  

  Business Response

  Date: 07/20/2023

  Thank you for informing us of this complaint. We regret the misunderstanding of the customer's service price and her general dissatisfaction with the service. Our records show the customer signed her service agreement on 4/20, however there was a typo in her email address, which seems to be the reason she never received a copy of the contract. Because of this, we have closed her account and waived the early termination fee as requested. No further treatments or billing will occur. We wish the customer the best going forward and encourage her to contact our office if we can provide any assistance.

  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:07/11/2023

  Type:Customer Service 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.

  Trying to schedule service and can't contact anyone. I used multiple phone numbers for the company and email, no response. During phone calls, I'm placed on hold for 1hr or more, no one ever picks up, I tried calling on different days of the week, different times, but same result. There is no other way to schedule an appointment as I am starting to see pests in my home. I plan to cancel service and go with another company if I can't contact them for something this simple. Request the company to contact me directly to help resolve this.

  

  Business Response

  Date: 07/12/2023

  Thank you for informing us of this complaint. We apologize for the difficulty the customer had in reaching our office personnel. We are short staffed at the moment and working to correct this so we can keep up with demand. Our team member ******* spoke with the customer yesterday and scheduled a no-charge Target Treatment to address his ongoing pest activity. We appreciate the customer's patience and willingness to work with us. We encourage him to keep us informed about any concerns so we can be sure to meet his pest control needs.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/12/2023

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

• Initial Complaint

  Date:07/11/2023

  Type:Sales and Advertising 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 contract in May to recieve mosquito treatment MONTHLY. I had to schedule 3 different appointments in June because their technician was a "no show" all 3 times. The 4th time they came rang my ring doorbell and left WITHOUT spraying. They claimed to have done the service and charged me even tho they didn't. I've now been trying for the last 2 weeks almost to get someone to come out here to do the service this time and again same issue.... no show!!!! I'm paying for a service and not getting it... I've been in contact with 2 supervisors ***** and ****.... and the issue has yet to be resolved.

  

  Business Response

  Date: 07/14/2023

  Thank you for informing us of this complaint. We appreciate the customer reaching out to us about her concerns so we could address them. The service she described is unacceptable by our standards as well, and we apologize for her poor experience. On 7/11, ************** Crys visited the customers home to address her concerns and perform a thorough treatment. The customer later sent us feedback that she was satisfied with this service. We encourage the customer to please keep us informed about how she feels her service is going so we can correct any issues and meet her pest control needs.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  Date:07/11/2023

  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.

  On May 5, 2022 a door to door salesman came peddling Fox Pest control. I was not in the market but the salesman was friendly and it was 100 degrees outside so I offered him a few minutes in the air conditioning and some water. He told me that if I signed up I could try it out and cancel with no penalty as long as I was not moving to another service provider. I signed up, the person that came was new and told me it was illegal for them to spray inside my home but he would make an exception. He was in my home for 4 hours mostly reading spray cans. I called the office and attempted to cancel the service. They told me there would be a cancellation fee of $150. I asked for a manager and told them the sign up story. Instead of cancelling they changed me to monthly service. I then got a call from a salesman to upgrade my service to include mosquito spraying. I declined and told him I had been trying to cancel he said he would escalate the issue. Nothing happened. I got another call a month later for the same mosquito upgrade. I told him the story again and he said he saw notes on my file that I wanted to cancel he said he would escalate above the regional office. I never heard back I continue to get billed monthly, this has been over a year now. I have now opened a challenge for the charges with my credit card company. This company is completely non responsive to my requests for cancellation.

  

  Business Response

  Date: 07/19/2023

  Thank you for informing us of this complaint. We regret the customer's unsatisfactory experience and apologize that we failed to address these issues sooner. Our account manager ****** contacted the customer yesterday to discuss his concerns. Because of the many issues he experienced, we have closed his account and waived the early termination fee as requested. No further treatments or billing will occur. We appreciate the time ****** spent as our customer and wish him the best going forward.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/20/2023

   
  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:07/10/2023

  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 contract for annual pest control with quarterly visits. *** showed up for the initial visit on 5/10, but failed to show for the scheduled second visit on 7/7. There was no call and repeated messages on their voicemail went unanswered. When I reached them on 7/10 I asked to cancel the contract and for them to reimburse the two monthly charges they had debited from my credit card. I agreed to pay the charge of $178.20 for the initial visit debited 6/9 but requested to be reimbursed for the two monthly charges of $70.20 they had debited since the initial visit. They refused to cancel the contract without a $250 cancellation fee and refused to reimburse the two monthly payments. I am filing a dispute with the credit card company

  

  Business Response

  Date: 07/19/2023

  Thank you for informing us of this complaint. We apologize for the customer's service not being completed on 7/7. The appointment was mistakenly put on the wrong technician's route. ************** noticed this and made a note in the account but did not contact the customer or office directly about the need to reschedule. This breakdown of communication was our error and we take full responsibility for it. We feel that we can correct this mistake by sending the customer's preferred technician to perform a targeted treatment to address his ongoing pest issues. This appointment would be at no charge. We would also provide a credit to cover the customer's August payment due to the inconvenience he has experienced. We are eager to deliver the services and results the customer hired us to perform.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20297639
  
  I am rejecting this response because:

  The offer they are now making was not made when I finally managed to contact Fox Pest control, three days after they failed to show. (None of my messages, via email or phone, were returned during those three days.) Their response at that time was "we have your signature on a contract." (a contract in my opinion they had broken). They refused to reimburse the monthly payments they had taken since their first visit and they said they would charge an additional $250 to cancel the contract. They then, without warning, debited my credit card on file for that $250. Chase bank has reimbursed those two monthly payments and the cancellation fee. I am looking elsewhere for pest control.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2023

  We are saddened that the customer has declined our repeated offers for a free follow up service. We have made multiple attempts to try and resolve this matter, including offering to have one of our managers perform the treatment. Our office did accept the customer's dispute for the 6/9 payment. The total charge of $70.20 was reversed and credited on his account. We feel this refund is sufficient due to the customer declining every offer made to resolve this issue. The customer's account has been closed and no further treatments or billing will take place. We wish him the best with his future pest control endeavors.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20297639
  
  I am rejecting this response because:

  The company did not, as the above response claims, make "repeated attempts" to reach me. No one from the company has ever contacted me. When they failed to show for their second visit, it took three days of calling, waiting on hold, and leaving messages until I finally got a live person on the phone. No one ever contacted me.

  When I told them I wanted to cancel the contract, they refused, saying "we have your signature on the contract." By not not showing up for their scheduled appointment, not calling afterward to explain, and not responding to numerous email and phone messages, they had broken that contract. Without notifying me, they charged me a $250 fee to cancel the contract. 

  I then took the issue to my credit card company which opened an investigation, ruled in my favor, and credited my account for two of their monthly charges (***** each) and for the cancellation fee ($250). I did not ask for a refund of the $110 I paid the company for their first visit.

  I thought this matter was settled and I could move on, but I just received an automatic text telling me from this company telling me I have an outstanding balance of $320.20.

  Reading other complaints on the BBB site, I see that many of their customers have had the exact same experience I had with this company.

  This is not a well run or honest company and their A+ rating with BBB should be reviewed.

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

  

  Business Response

  Date: 08/23/2023

  We have credited the reversed payments to resolve this complaint. There is now no remaining balance on the account.

  Customer Answer

  Date: 08/24/2023

   
  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:07/06/2023

  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.

  I had been receiving service from this company and called them on 5/2/23 to cancel my service. (No contract had been signed fo 2022/23.)The woman I talked with was very friendly and said " no problem. I see that no balance is due and we will cancel today and remove yor charge card".After I canceled they sent me an invoice for **** I called and sent an email regarding the fact that I should not have been charged the $62.50 for **** I received a text stating my account was closed. I then received an additional invoice for **** along with texts and an email stating I had an unpaid balance. I called again and was informed they were sending this to collections. I received another text today stating I had an unpaid balance.I should not have been billed for either May nor ****. My account should have been paid in full. I was satisfied with this company's service until I was harassed regarding payment of a bill I should not have received.

  

  Business Response

  Date: 07/10/2023

  Thank you for informing us of this complaint. We apologize for the customer's frustrating experience and appreciate her reaching out to us. While we do typically request 30 days notice before cancellation, this was not properly explained to the customer when she first called to discontinue service. I cleared the erroneous charges on the customer account, and there is no balance due. We appreciate the time the customer spent with us and hope she will reach out to us again if she needs any assistance.

  Sincerely,

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

  Customer Relations Manager

  Customer Answer

  Date: 07/10/2023

   
  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,
  
  *******************