Complaints
This profile includes complaints for Fox Pest Control HQ's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 346 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/08/2023
Type: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 07/14/23 salesman *************************** came to my home. He stated that I could try there service for $40 and would not be obligated to continue there service if not satisfied. I received a bill for $80 even though I have never used their service again. There salesman will lie to make a sale. I asked him a number of times and he said that it was not a contract and could be canceled at any time. It was all lies.
Business Response
Date: 11/13/2023
Thank you for informing us of this complaint. We apologize for the miscommunication that happened here, and we are eager to set things right. Our Branch Operations Manager, ****, called and left a message for ****************, notifying her that we have waived the balance on her account and discontinued the service. If **************** decides she would like to resume treatments, we would be happy to offer her a reduced monthly rate and will ensure all service details are thoroughly reviewed with her prior to treating.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:11/07/2023
Type: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 used Fox Pest Control for a few years. I added on a second location and the billing got all messed up. I canceled the 2nd location and the additional service for the primary location. I had prepaid for the basic service at the primary location and told them once that completed (October 2023) to cancel my contract.
I received a new bill in October and called them again - they said that I had not canceled my service and they would be charging me again in November because they require 30 days notice.
I told them in June that once the prepaid ran out to cancel my account - at no time did they tell me I had to call in September and cancel my account. I will pay the October charge but should not BE charged for November since I told them to cancel in June.
They no longer offer the yearly prepay so they are billing me on a monthly basis now. According to them my account will be closed after this month's payment.Business Response
Date: 11/08/2023
Thank you for informing us of this complaint. We apologize for the miscommunication with Ms. ****** regarding her cancellation. I reviewed her account and verified that she notified our office in June that she would like to discontinue service once the prepaid treatments had been fulfilled, so no additional waiting period is necessary. Her account is now closed and her November payment is being refunded. It typically takes a financial institution 3-5 business days to post these funds back to the account. We appreciate the time Ms. ****** spent as our customer and hope she will reach out if she needs any further assistance.
Sincerely,
Michelle B*****
Customer Relations Manager
Customer Answer
Date: 11/09/2023
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:11/03/2023
Type: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.
Got with Fox Pest on April 12th, I agreed to terms that I could be home to have our home serviced on Fridays after 5pmish or anytime on weekends, which they agreed. I had mice in my home and maybe garage, so i needed my home on the inside serviced, anything outside was extra they wanted to do or was part of the service, but main concern inside. Saturday May 6th no service done, May 11th Thursday service done, one week in May 17th was not serviced because the technician got hurt and had to reschedule for Saturday May 27th , June 9th Friday, service was good, now from June 8th to July 19th I have record or message about there service being done at my home. After service date for July 20th Thursday I canceled, because on the day they wanted to come Thursday, and it wasn't the first. I spoke with a lady on the phone from Fox today 11/03/2023 and asked why my spouses card was charged, the lady I was speaking to said because early termination, I told her that was wrong because I agreed to terms that a technician would go out there on Fridays after 5pm or weekends, which was the only time i was available, the lady I was speaking to said she did see were it said I was available only on Fridays after 5pm or weekends but she said that was 'preferred.' The agreement i agreed to was I would be home after 5pm on Fridays or Weekends anytime. Fox couldn't do that so I canceled. I agree to paying the 155.00 but not early termination ($250.00) because they come on agreed times and days.Business Response
Date: 11/09/2023
Thank you for informing us of this complaint. I have discussed ******'s feedback with our Branch Manager and Operations Manager. While we are able to provide services on Saturdays, we are not able to accommodate treatments after 5 p.m. on Fridays. Because expectations were not properly set with this customer, we have refunded their Early Termination Fee. ****** should see these funds back in his account within 3-5 business days. We hope ****** will reach out again if there is any other assistance we can provide.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/30/2023
Type: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 a 2 year contract and are coming to the end of the contract term. The technician is not scheduled to return to my home until after the end of the contract (2 more months - January 2024). We attempted to cancel our service, however, they are demanding a $150 cancellation fee OR pay $120 for the three months that the technician will not even be visiting our home. On hold with the company right now and they just charged us $150 without our consent for "cancelling." Also, I was lied to, saying the policy would not automatically renew, however the policy says it does automatically renew unless written confirmation of cancellation is provided. Cancelling with this company is difficult, unclear, and unethical. Furthermore, we have been on hold for hours. Sometimes a representative picks up then hangs up. Impossible to contact.Business Response
Date: 11/07/2023
Thank you for informing us of this complaint. We are sorry for *****'s frustrating experience when cancelling her service. Our team member Drew contacted ***** and removed the Early Termination Fee. Her account will be closed on the date her contract expires, so no cancellation fee will be charged. The warranty is still active during this window, so if ***** needs any additional treatments before her service expires, we encourage her to call our office, and we will be happy to help.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/26/2023
Type: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 6/14/2023, I contacted Fox Pest Control about ************ in my home. The rep informed me they would immediately come out and treat. We went over all details of the $233.53 initial service and the $65 monthly. ***** sent the contract where I noticed mention of a $250 early termination fee. I immediately called back and spoke with another rep. **** proceeded to tell me that not to worry, if I am unsatisfied with service it can be cancelled free of charge at any time. Their rep came for initial service and did indoor/outdoor treatment. All of the insects I called about remained. As per their directions I called for a follow up. I was forced to call several times because of their long hold times and their call back service never worked. I finally got ************* came out & re-treated. The wasps were finally gone, however the ants remained all the same. I once again called several times & remained on hold and never got calls back. I finally got someone and they apologized for the long hold/no call back. **** sent someone for another treatment. He came and treated but once again the ants remained all the same. I went on vacation for 2 weeks which I told the employee about and came back. After more long holds and no callbacks I decided it was time to cancel this unreliable service as they are charging me monthly for inconvenience and ants remain.I called several times to speak to a supervisor. Each time I was assured a supervisor would call back, but it never happened. I finally called again and demanded to speak to a supervisor now. I explained my situation, the supervisor told me there is nothing she can do and that I would need to pay the $250 early termination fee although their rep told me otherwise before signing. **** charged the fee to my card and I have since opened a charge dispute with my credit card company for this, explaining my situation. I still receive voicemails from Fox about an unpaid balance for the termination. I advise all to stay FAR away!Business Response
Date: 11/01/2023
Thank you for informing us of this complaint. We regret the customer's unsatisfactory experience and apologize for the inconvenience. I reviewed **************** account and credited the balance of his Early Termination Fee because we were unable to resolve his pest concern. I would also like to apologize for any miscommunication on the part of our sales representative. **************** account is fully closed and no further billing or treatments will occur. If he later wishes to resume service, we would be happy to work with him again and pledge to provide a better experience.
Sincerely,
*****************************
Customer Relations Manager
Customer Answer
Date: 11/01/2023
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:10/26/2023
Type: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 for pest control for my parents' home in Lubbock, TX that would be handled in 2 service visits. After the 1st service, I was sent an email stating that the 2nd service would be handled in 10-14 days (according to the technician noted). I was charged the full amount and the time of the 1st service. After many cancellations and no shows, I called the company, they said my stepfather threatened the tech that came to the house for the 1st service, and he refused to return to finish the job. I then asked for a refund since the service was not completed. I was told no. I disputed the charge with American Express and was refunded money. Instead of proving documents to American Express, Fox Pest control, then charged my card again on 8/31. (like a new purchase)
After many months of trying to contact the company, they said the file was closed and would not help me.
Half of the money should be returned since they only completed half of the job.Business Response
Date: 11/09/2023
Thank you for informing us of this complaint. I have reviewed this customer's account with our Branch Manager and Operations Manager. Fox performed Bed Bug treatments for the customer on 4/27 and 5/4. At this second treatment, a male at the home physically and verbally assaulted our technician. Typically we perform one final follow up inspection at the home, but because of this incident, we informed the customer that we would not be returning to the residence. Both Bed Bug treatments were performed as detailed in the Service Agreement. At this time, we do not feel a refund is warranted, and we will not be performing any additional services at the residence.
Sincerely,
Michelle B*****
Customer Relations Manager
Initial Complaint
Date:10/25/2023
Type: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 salesperson stopped by my residence and we mentioned that we had minor issues. After his inspection, the salesperson significantly hyped up the type of service we needed. We were told we would need to empty out our cabinets so we did. The day of service, the tech told us that was totally unnecessary and he didnt ********** inside the cabinets. We were also told by the salesman that it was a monthly service. That was not true. It is a 3 month service but you still get charged monthly. Not only that, I told them I wouldnt be able to pay until the 3rd of every month and they said that it was fine but ended up charging me towards the end of the month and over drafting my card on two separate occasions, causing additional fees from my bank. Now Im stuck in a contract that was made built off of lies by their salesmen. Even the technician said they tell you what they can to make a sale. Very dishonest company.Business Response
Date: 11/03/2023
Thank you for informing us of this complaint. We are sorry for the issues ******************** experienced with his service. We can see there were multiple missteps here, and we are eager to correct them. Our Branch Manager, ****, has been working to get in touch with ******************** to resolve his concerns. In the meantime, we have credited ************************ September balance to help make up for the inconvenience he experienced. We recognize there is more we need to do to repair our relationship, and we encourage ******************** to speak with **** so we can take the necessary further action.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:10/23/2023
Type: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.
Person representing Fox Pest Control knocked on our door this summer to sign up new customers. He said service would be quarterly and cost just 50 dollars every 4 months. We were currently paying 75 every 4 months with different company, so switched. As I was talking to rep, he said he and his family own the company in *****, and that they would be there for any issues that came ******** sprays were free if any issues arose. Sounded good, so switched. Today, 10/23/2023, my mother received call saying we owed them 50 dollars for past 3 months. Well come to find out, it's 50 dollars a month service from the representative on the phone I talked to. She said there is no local owner, only technicians working out from ***** location. Asked to speak to representative who signed me up and she denied to put me through, said that *** hires summer reps to go around neighborhood and sign up new customers. I assume they are commision based reps, and that they would say anything to sign someone up. When asked if I could speak to her supervisor, she said her supervisor was busy. Asked for specific date and time her supervisor could call me back and she said she couldn't do that. Told them to cancel all services and representative stated they would hold us to contract we signed and bill us 800 dollars for cancelling service.Business Response
Date: 11/03/2023
Thank you for informing us of this complaint. We would like to apologize to ****************** for the misunderstanding about the cost of the service. We have reviewed both accounts and agree that waiving the balance is the appropriate resolution. The full balance has been cleared and no further treatments or billing will occur for either property. If ****************** or his mother later wish to resume service, we would be happy to work with them again and will ensure all service details are thoroughly reviewed before beginning treatments.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:10/23/2023
Type: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.
Young man came to my door regarding ************ I said I wasnt interested. He kept lowering the price down to $125 for the 1st application. He said they would come back 3 more times. I said I wasnt interested in that. He said no problem, just call and cancel. When I did the Fox rep said there was a $250 fee to cancel. Its in the fine print. If I would have been told that I would never have agreed to the 1st application. It would be $375 for one application. This is fraudulent selling. Please make people aware this is happening. Ive not paid the cancel fee.Business Response
Date: 11/03/2023
Thank you for informing us of this complaint. We apologize for the misunderstanding about ******************** service contract. To resolve this, we have waived her early termination fee. There is no remaining balance on the account and no further treatments or billing will occur. If **************** later wishes to resume service, we would be happy to assist her and will ensure all service details are thoroughly reviewed.
Sincerely,
*****************************
Customer Relations Manager
Initial Complaint
Date:10/18/2023
Type: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.
DO NOT SIGN UP WITH THIS COMPANY. THEY take over a week to show up for the "warranty reservice" . When they do come, issues are not resolved. It's been months and still no resolve.
We have an ongoing ant issue that they haven't been able to resolve since April. We have an 11 month old baby and keep finding ants crawling on him, his high chair and many other places inside. Every time we call for reservice, we are told "next week is soonest". Finally after pleading with them yesterday they sent someone out that applied gel bait inside. An hour after he left there were hundreds of ants inside. The source of the ants were not determined or treated. He also did not complete the full outside treatment as he noted on the service ticket. When I called last night to report this, I have pictures and videos, I was told the soonest someone could come out would be NEXT week.
They won't let me out of the two year contract without paying $250. I have been waiting now for two days on the service manager to call us. Meanwhile, we have a baby who we can't allow to crawl on the floor because Fox can not control the ants, spiders and many other bugs.
Please just let us out of our contract so we can hire someone who can solve the problem quickly. We've given you several months to do so. The pictures posted were taken an hour AFTER the full service was to be provided. Spider webs not knocked down and ants everywhere inside the room where the baby crawls and eats.Business Response
Date: 10/25/2023
Thank you for informing us of this complaint. We greatly regret *******'s poor experience and appreciate the feedback she provided. To resolve these issues, we closed *******'s account as requested and waived the early termination fee due to her pest issue not being resolved. If there is any other assistance we can provide, we hope ******* will reach out to us, and we wish her the best going forward.
Sincerely,
Michelle B*****
Customer Relations Manager
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