Complaints

This profile includes complaints for Hawx Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawx Services, LLC

  251 20th St Ste 200 Ogden, UT 84401-0451

  
• 

  Hawx Services, LLC

  550 S Depot Dr Unit 1 Farr West, UT 84404-1312

  
• 

  Hawx Services, LLC

  5602 Elmwood Ave Ste 208 Indianapolis, IN 46203

  
• 

  Hawx Services, LLC

  3201 Atlanta Industrial Pkwy NW Ste 303 Atlanta, GA 30331

  
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  Hawx Services, LLC

  5100 Reagan Dr Ste 12 Charlotte, NC 28206

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:08/26/2024

  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 signed up for Hawx on July 22, 2022. Section 5 of my contract stated that if I cancelled within the first 12 months of the contract date, then I would owe Hawx the difference between their "sticker" price ($249) for general pest control services and the amount I paid for such services ($149). The contract has no reference to cancellation fees that apply if you cancel outside of the initial 12-month period, meaning such fees should no longer apply after 12 months. If I had cancelled my services before July 22, 2023, I would have owed them the $100 discount they gave me. However, I continued to use their services until 8/26/24. Immediately after I got off the phone call cancelling my services, they charged my card $398. This cancellation date is well past the initial 12-month term, so no cancellation fees apply. Upon seeing this charge, I immediately called their customer service line to get it reversed. Every time I asked them to cite the contractual provision that allows them to do this, I only got references to Section 5 of the contract, which says the customer owes the discounted amount (as I described above). I told them the contract clearly states that such fee is only owed if the customer cancels within the first 12 months, and I was cancelling after 25 months, so it doesn't apply to me. When I pointed this discrepancy out to them, the representative repeatedly put me on hold while he consulted his supervisor, and after 2-3 rounds of this, he simply said "this is just how it works" and then offered to refund $50 of the $398 they charged me. Apparently, there was nothing else he could do. This is a fraudulent transaction, and I demand a full refund of the $398 fee they charged me. I am also going to file a consumer complaint with the state regulators and will not stop until this is resolved.

  

  Business Response

  Date: 08/27/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. You did finish out the original 12 month agreements that were signed on  July 22, 2022. However you had signed a addendum for those original agreements on March 1, 2024 for another 12 months of service. Due to canceling four months later after signing,  the early termination fee applies from the original agreements. The charges are valid. If you have any other questions or concerns please please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22198134
  
  I am rejecting this response because the original agreement I signed did not mention a $199 termination fee.  The original agreement only required the repayment of any discounts I received (see section 5 of that agreement and read it very slowly and carefully).  The addendums I signed were extensions of the original agreement (i.e., the form you guys used before introducing the $199 termination fee language, which I did NOT sign or otherwise agree to).  My signature to those addendums was NOT an acceptance of updated terms containing termination fee language, my signature was an agreement to extend the ORIGINAL agreement from 2022, which original agreement did NOT contain termination fee language.  The charges were not valid and not contractually permitted.  I will not accept anything short of a full refund. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/28/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for confusion this may have caused. When signing the addendum the only thing that changes is the price and the term of the services. Please refer to the agreement section on the addendums. We have refunded a portion of the fee. There will be no other refunds. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22198134
  
  I am rejecting this response because: there appears to be a complete lack of reading comprehension by Hawx.   This isnt going anywhere.  I will be rectifying this by other means.  My contract flat out does not say cancellation fees apply.  I hope you have the day you deserve.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/26/2024

  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.

  keep taking money out of my account poor customer service.changing prices every month.the person that schedules the appointments always gets smart with me on the phone.please cntact me as soon as possible.thank you .*********************.

  

  Business Response

  Date: 08/28/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. Upon signing the addendum to the agreement you are allowing the monthly fee to be automatically withdrawn. We will have an account manager reach out to you to address your concerns. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/24/2024

  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 would like to report this pest control business , they came to my house which was impacted by the recent hurricane and the sales person spoke to a family member who didn’t own the house about giving pest control and I was called and o didn’t want the service as the grass was high and the entire house was and still under construction and no one lives there .
  They have not provided any services and have not come out as the house is under construction. They have deducted 140 dollars and charged another 50 dollars for there services and also shared no commitment is needed .
  The sales person was consistently forceful and presistent and agressive and I decided to give a one time fee and now I said I don’t want the service as my house is still under construction and they have repeatedly charged me over and over again and asking for a cancellation fee of 441 while taking my money and was very forcefull and persistent by the sales person .
  I have called and told them to cancel and refund as nothing has and can be done as the hurricane impact is still affecting my house

  

  Business Response

  Date: 08/26/2024

  Dear Olu,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. Upon signing the agreements, you had received a copy of the service agreements in an email and also received an emailed welcome letter.  In the agreement and the welcome letter it explains the monthly fee and the early termination fee, and by initializing the agreement and signing the welcome letter you are acknowledging that you have read and agree with the terms of the agreements. We have provided one general pest service and three outdoor services.  Do to not fulfilling the agreements we had to add the early termination fees. We will work with you on removing the fees if you would like to reinstate your services. If you would like to make any changes to your account please give us a call at 855-527-2343. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 08/30/2024

   
  
  Complaint: 22190474
  
  
  
  I am rejecting this response because: I was not told this and the sales agent should attest to that and he verbally said no commitments 
    I do not need a payment plan for a pest control I did not willingly agree to .
  
  Sincerely,
  
  
  
  Olu Koya

  

  Business Response

  Date: 08/30/2024

  Dear Olu,
   
  We sincerely apologize for any inconvenience or frustration this may have caused you. This account has been thoroughly reviewed and the charges are valid. Please call in to talk to an account manager at 855-527-2343. This will be our final response. 
  
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/23/2024

  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.

  In May I emailed the company to not auto-renew the contract as I was moving out of state. I did this as advised on their website. I also had spoken to a representative named **** and told him that as of **** 1st I would no longer be at the address they were servicing. **** was to be my last payment for the contract. They still took a payment for July stating I did not cancel the contract until July but admitting they received my email advising I did not want the contract auto renewed. When I called demanding to know why they had done that they had no good excuse as to why the did not cancel it at my request from the email, just that I had not called them. I want my $75.00 for a payment I did not owe them for July refunded. They are saying I owe it while admitting they recieved my email for the cancelation.

  

  Business Response

  Date: 08/26/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We did receive your email and responded on April 30th to call in after the agreement ends. We did not receive any communication from again until July 16th. At that time we were able to close your account, the agreement had been fulfilled. Your monthly payment had been invoiced two days before on the 14th. Making that a valid charge.   Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/22/2024

  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.

  in April 2024, a technician came for our regular service and was on a personal call. I explained to him that when he completed the outside, I would contain the dogs so he could do the inside service. He left without saying anything or coming inside. I left a low scoring survey. 3 weeks later I received a voicemail from a supervisor about the survey. I called back and left a voice message, later I tried two additional calls which went unanswered and left no option for a VM. 2 weeks after that we experienced an infestation of mice and crickets in our garage, along with an increased number of other pests inside our new build home. I called for a warranty service and was told it would take over a week to schedule. I invested my own money in mouse traps, glue boards and other pesticides to treat the issue myself. On the day of the warranty service, the technician said he wasn't going to make it and rescheduled, then he was a no show again. I again called and spoke to another "account manager" who scheduled a different technician a few days later and assured me the service and general manager would contact me, I asked about getting out of the contract and was told it would cost me over $200. the next technician did a thorough job, but three weeks later we experienced similar problems, I called for another warranty service and was told it would be 14 days before we could get service. I asked again about canceling the contract, they offered me an expedited service and a month free and assured me the manager would contact me. Then they scheduled the service for the one day I told them we were unavailable, I was told the manager would reschedule and contact me, the service day came and went and no service. I called again today now in August and was told someone would be here on 8/26 and the manger would contact me. They still won't let me out of my contract even though they have violated the contract through their lack of service and not providing the promised warranty.

  

  Business Response

  Date: 08/23/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused. After reviewing your account, it looks like you have been in communication with one of out account managers, and have come up with a resolution. You have received a credit to your account and have been scheduled for today August 23.  If you have any other questions or concerns please give us a call ************.Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Sincerely,
  The Hawx Team

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while they did contact me after I filed the complaint yesterday and the field  manager himself came out and performed the service today, I just do not see any way that I will continue service with this company beyond the next two free months they gave me. 
  Im reserving the right to file another complaint of the technician service and the customer service do not hold up to expectation. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2024

  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.

  Signed up for pest control on the outside my house. I had signed up for a year-long contract apparently. I noticed that my garden flowers didn't grow this year. This was due to the chemicals and granules. They are telling me to keep my general pest control account active. I have to pay $199 to cancel my service and the guy is now telling me I have to pay $199 times x b/c I have a mosquito package.

  

  Business Response

  Date: 08/22/2024

  Dear  ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. Upon signing the agreements, you had received a copy of the service agreements in an email and also received an emailed welcome letter.  In the agreement and the welcome letter it explains the monthly fee and the early termination fee, and by initializing the agreement and signing the welcome letter you are acknowledging that you have read and agree with the terms of the agreements. Your account is still active. If you would like to make any changes to your account please give us a call at ************. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  The Hawx Team

• Initial Complaint

  Date:08/19/2024

  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.

  We called this company to take care of our pest control needs we have bees in our house and I have a newborn baby they had us sign a contract they came out to do the service but it wasnt taken care of we called them to come out again and they sent someone that said that said they were going to service us due to our unhappiness and they were going to help us cancel and we can call another company we were never contacted or serviced and they charged us a $200 fee we called and said it wasnt canceled cause nobody spoke to us and they said they would credit our account and come out on aug 19 again I have a newborn baby with bees in the house they then told us someone was coming noine comes and charges for the service with no service done and there is not manger and nobody in charge to help they have now have us stuck in a. $600 contract and have charged us for 4 months $50 each month and still havent came and serviced us only the first time service its very unprofessional unfair and we still have bees in the house with none to help

  

  Business Response

  Date: 08/21/2024

  Dear *********,
  
  Thank you for bringing this matter to our attention. We  apologize for any inconvenience or confusion this may have caused. It looks like you have been in contact with one of our representatives and have had another service, and have also been issued a credit to your account. If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team

  Customer Answer

  Date: 08/22/2024

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

• Initial Complaint

  Date:08/19/2024

  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.

  On 7/24/2024 (per the contract date). Sales person is not truthful or upfront and said he would put us as renters in the agreement and could cancel anytime without paying a fee, (which he never did). My name was signed on a digital contract that my wife nor I had any knowledge about and the **** Address under my name on the contract is in no way affiliated with me. Once an initial service is done and after speaking with the billing department; once the initial service has been conducted, that is your agreement per the contract and you will be locked in for 12 months. According to the billing department , there is no supervisor above them after speaking to two different agents. My name was digitally signed on a contract that I did not see or consent to signing. I was charged an initial fee of $53.04 and the $199 cancellation fee. I tried to resolve this with the billing department and they did everything they can not to refund my money and will resort back to the agreement that I never signed. Even the ** address underneath my name is not in anyway associated with me.

  

  Business Response

  Date: 08/20/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. Upon signing the agreement, you had received a copy of the service agreement in an email and also received an emailed welcome letter.  In the agreement and the welcome letter it explains the monthly fee and by initializing the agreement and signing the welcome letter you are allowing the monthly fee to be automatically withdrawn. It also outlines the early termination fee. Since you did not finish the agreement you were charged the early termination fee as stated in the agreement and on the welcome letter. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team
  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22164438
  
  I am rejecting this response because:I received a message from the company and Im trying to tell them that I did not sign the agreement and it was signed without my knowledge or my consent. The ** address that is below my digitally signed name is in no way affiliated with me. I understand there is a contract/agreement however I did not willingly or knowingly sign that agreement.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2024

  Dear *******, 
  
  Thank you for your response. As mentioned previously, you were sent a both a Welcome Letter explaining the agreement, and a copy of your signed agreement on the day you signed it, July 24, 2024, for your review. The agreement does state that there is a three day right of rescission window to cancel without a cancellation fee. You did not call to cancel until August 19, 2024. As that was outside of that three day window, when your account was closed, you were charged the cancellation fee. If you wish to discuss your account further, please call our office for more assistance at ************** Monday-Friday 8AM-5PM. 
  
  Thank you,
  Hawx Pest Control

• Initial Complaint

  Date:08/16/2024

  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.

  I have been trying to cancel this service since after I signed with them. They are over priced and their product doesnt work, also their customer service is poor. I talked to someone in May to cancel and not renew the contract in June. They didnt cancel it and billed me in July at a discounted rate and then again at full price in August! I called and delt with more rude people, finally the little snot sent me an email saying my account was closed. They just sent me another billing text message after hours on today Friday the 16th! Make them stop! Make them go out of business!

  

  Business Response

  Date: 08/19/2024

  Dear ******,
  
  We sincerely apologize for any inconvenience or frustration this may have caused you. We have closed your account, you have fulfilled the agreement. We have also removed the outstanding balance. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  Date:08/14/2024

  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'd like to share my terrible experience with Hawx Pest Control. I had a one-year service agreement with Hawx commencing June 2023. Having paid my monthly dues in a timely manner, I called Hawx in May 2024 to confirm cancellation (for June) and was told I needed to call again in June to terminate. I called in June, 2024 and at the time my account balance was *****. The representative told me again I needed to call in July 24 to cancel the service otherwise I would be charged a $200.00 cancellation fee. I explained to the representative I was going out of the country for a month so I would call back at the end of July. She then said she would connect me with an account manager to see my options. She transferred my call and after more than 25 minutes on hold the call was dropped. Not long after, I began receiving texts and calls from Hawx requesting payment of a $55 usd balance. *** answered multiple calls and explaining why I should not be charged, but I was cut off or the call was disconnected. Then I started to receive calls from Hawx every day, even multiple calls a day. We never received service after June. After July 26 I talked with an account manager and explained the above again to her. She agreed to close my account, which should have been closed in July. She confirmed my balance was $0.00 usd. The following day I started to get calls by Hawx again, multiple times a day. I answered and explained the situation one more time and she said **** is charging you an extra month because you didnt cancel on time and she also said I hung up the call when I was waiting on the phone for an account manager for 25 minutes and the call was dropped! I was cut off again when I explained the situation to her. I asked to speak to one of the account manager supervisors and she told me they dont answer customer calls.Hawx has not effective, no ethics, but what is worse is their customer service - it's so hard to have an effective conversation. *********************

  

  Business Response

  Date: 08/15/2024

  Dear *******,
  
  We do apologize for any inconvenience this may have caused you. After reviewing your account we can see that you had talked to a representative on June 24th and that they were going to transfer you to an account manager at that time, and the transfer was not completed. We have removed the outstanding balance from your account. Your account is not closed with a zero balance.  If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team