Complaints

This profile includes complaints for Saela Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Saela Pest Control has 17 locations, listed below.

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• 

  Saela Pest Control

  1290 Sandhill Rd Orem, UT 84058-7306

  
• 

  Saela Pest Control

  2070 N Redwood Rd Unit 33 Salt Lake City, UT 84116

  
• 

  Saela Pest Control

  5342 Winner Rd Kansas City, MO 64127

  
• 

  Saela Pest Control

  372 Mountain View Rd Unit 15 Berthoud, CO 80513

  
• 

  Saela Pest Control

  8320 S 259th St Kent, WA 98030

  

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:09/07/2023

  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.

  DO NOT USE THESE PPL ITS A SCAM!!!
  We have been trying to cancel this service for 6 months. Yet they show up every month! We have told them my wife works from home and not to beat down our front door, yet they continue to do so every month. If she doesn’t answer they keep banging! She isn’t answering because she can’t…. It’s like the cops are at the door. It’s insane. They left our gate open twice, we have three dogs, they keep showing up after confirming service has been cancelled. You tell them, they say oh I’ll let the office know. Nothing happens. I want my account closed and to NEVER hear from them again!

  

  Business Response

  Date: 09/15/2023

  Thank you for the opportunity to review and improve our customer service.  We have reached out directly to the customer and resolved this matter.  No further contact with the customer will occur.  

   

   

• Initial Complaint

  Date:09/05/2023

  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.

  On Aug 15th, Saela Pest Control local team came out to perform a one time full attic clean out. The team returned on Aug 18th to complete the service. During the service, some insulation fell on personal clothing on Aug 18th, of which Saela manager verbalized a credit/refund in the amount of $300. Full service was to cost $6000 and would now be $5700 of which I signed paperwork to have the payments financed. On Aug 22nd, email receipt confirmed the service was complete and that the $5700 would be deducted “from next auto payment”. This is not the form of payment that was agreed too; payment was to be financed and not to be deducted from card on file that corresponds to ‘other’ quarterly service. Aug 22nd, I explained the incorrect source of payment and the agent assured me this would be corrected on their end. Aug 23rd $5700 was withdrawn directly from my bank account from the card on file that was not supposed to be used for this service. I again called back, spoke with same agent whom then transferred me to another agent/manager and I was told this would be refunded to my account and to allow 3-5 business days to process. Aug 25th-Sep 5th I called daily asking to speak someone in finance/billing department. Each time I’m told that is not possible and that the money had been refunded but it still was not done. Aug 31st, a different manager requested I submit copy of my bank statement as proof that the refund had not been applied to my account via their online portal as well as via email. Sep 1st, finally someone in billing returned call and confirmed that it appears some glitch occurred with their system and my refund was stuck and not sent to my bank. This was supposedly escalated and promised to call me back with an update. He never did and despite my 5 messages today, Sep 5th, no one could transfer my call to him and he never returned any of messages that I left with the customer service agents.
  I want and deserve my $5700 back as soon as possible.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service. We have been able to contact the customer directly and resolve the issue. 

  Customer Answer

  Date: 09/11/2023

   
  
  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:08/31/2023

  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.

  Robby C********* stalked my home until he noticed my garage door was open and sold me a sales contract for pest control. I now cancelled that service contract less than 30 days later and am now being charged an early termination fee of $400. This is not right and I should be reimbursed for the fees I've already been charged.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service.  We have been able to contact the customer directly and resolve the issue.  

• Initial Complaint

  Date:08/28/2023

  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.

  In 4/2021 I signed up for a one year contract for home pest/mosquito. I renewed in 2022. On 4/5/2023 I got a text, next treatment sched 4/7. I did not want to renew. Called 4/5, spoke w/Louis L****- told me I was past the window to cancel & my account automatically renewed. He told me my 2 options: Continue with the annual contract or pay term fee of 50% of the contract. I verbally agreed to the contract as I didn't want to pay $350+ for nothing. I asked for a copy of the verbal contract emailed and I didn't get it. I called many times, each person stated that I verbally agreed to the contract and was obligated to pay it or 50% term fee:
  4/7: Brandon W****
  5/24: Abraham P******** said he would review past calls & call me back. He didn't. He also said that they would charge me half of the 1st mosquito treatment $74.99; I was charged in full
  8/11: Carlos H******** to discuss missing discount. He said a refund was applied but it wasn't. Also did not call back.
  8/20: Ricardo K*****. Said I never had to renew a contract. Said Carlos H******** will return my call. He didn't.
  8/23 I emailed to [email protected] to call me. No call/email response.
  8/24 Abraham P******** said my ticket was escalated &they were working on it. Said someone will call 8/25. No call received.
  This is a manipulative, fraudulent means of extorting customers given the fact that my options were to continue paying for treatments or to pay hundreds of dollars to get out of contract.
  I have wasted hours of my time on hold, talking with different reps and managers who never call me back, and paid for services I explicitly stated I did not want beginning on April 5, 2023. I have additional treatments remaining that I do not want nor intend to pay for. At minimum I want $40 refunded but believe I should get compensation for being lied to and coerced into agreeing to additional contract. Further, I requested a copy of the verbal contract from 4/5 3 times in the calls that I made & I never received it.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to review and improve our customer service. We have contacted the customer directly and were able to resolve the issue. 

  Customer Answer

  Date: 09/11/2023

  
  
  Better Business Bureau:
  
  
  Immediately following the filing of this complaint, Brett R*******, the manager of a local branch reached out to me. He was extremely apologetic and confessed he was not aware of my issues. He took accountability for all of my experience (despite my belief that it fell squarely on his shoulders since I called the main customer service line, left a dozen messages and emailed corporate several times which resulted in no response from both avenues of contact). Ultimately, he explained that the verbal contract I was allegedly locked into was not binding, granted a refund of several of the services and assured me that he would provide training to employees to improve customer service across the board. I appreciated his attentiveness and ability to provide a satisfactory resolution.

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

• Initial Complaint

  Date:08/22/2023

  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.

  Got tricked into signing a two year contract. Pest control does not work. False advertising. Manipulative practices. Lies, taking advantage of women. Product does not work. Have told them repeatedly that bugs have gotten worse! They refuse to cancel my contract. Have even had managers come and they say bc of the trees I will still have bugs. I have not seen a decrease at all no mater how many times they spray. They want me to pay early fee, I will not when they have not held up their end of the contract!

  

  Business Response

  Date: 09/06/2023

  Thank you for the feedback and the opportunity to improve our customer service.  We have reached out to the customer directly and are in the process of resolving this matter.  We believe we have worked out a satisfactory solution.  

  Customer Answer

  Date: 09/06/2023

   
  
  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:08/22/2023

  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.

  We hired Saela pest control to perform mice mitigation on our property. Upon arrival they broke a light fixture in our home and both of our garage doors.. They told us the work would take two days. The work and the repairs for the damage have not been completed, nor had we agreed on form of payment. They drained my checking account to the tune of ******* leaving me with a negative balance and no way to pay other bills. We demanded they refund the money until the job was complete, which they refused to do. We had to give them another form of payment before they would refund the money to our checking account, which we reluctantly agreed to. They still have not refunded the money, and have now charged a credit card on top of the money already taken out of our checking account. At the time we agreed to the service they were supposed to provide, at no time did we discuss payment. They still have not repaired our garage doors or light fixture. Nor have they completed the work agreed to in the contract. They have used dishonest business practices.

  

  Business Response

  Date: 08/25/2023

  We appreciate the opportunity to improve our customer interactions. We were able to reach out to the customer and resolve the issue directly with them.   

  Customer Answer

  Date: 08/28/2023

   
  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:08/18/2023

  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.

  A sales rep came to my door last year and promised me service that this company failed to provide. The sales rep also said they will come back after 30 days of the initial service to spray for pests again. He promised there is no charge to come out in 30 days and in fact that was standard practice when setting up a new service. Unfortunately I was charged.This company continued to show up unannounced even though I asked to be noticed prior to them coming. I asked to reschedule and instead the technician sprayed the front door and charged me for the service. On another occasion the technician was supposed to come back with the right spray for the mole problem we were having and he never came back.This company is a scam, I asked to stop this scam service and they asked for a 200 dollar cancellation fee.I asked to speak with a manager but it seems everyone there is fed the same script and cannot help.

  

  Business Response

  Date: 08/22/2023

  Thank you for the opportunity to understand and address your concerns.  We are sorry to hear that your experience did not meet your expectations.  We strive to ensure that all customers are satisfied with the service we provide.   

  Your account has been closed; no further services will be performed.  Your account balance is $0.  We apologize for any misunderstandings and appreciate the opportunity to be of service. 

   

• Initial Complaint

  Date:08/15/2023

  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 have fulfilled the terms of my agreement and called to cancel my pest control services - I was told I needed to speak to the Manager's Department and was transferred. I waited on hold for over 30 minutes I was disconnected. After reading the various complaints on this venue it appears that making cancelation difficult is part of Saela's business model. I am a working parent of young children and do not have time to play these games I just want my service canceled ASAP.

  

  Business Response

  Date: 08/16/2023

  We apologize for the long wait time.  This account has been canceled.  

  Sincerely,

  Saela

  Customer Answer

  Date: 08/16/2023

   
  
  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:08/11/2023

  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.

  The company billed for two services not provided, did not apply the credit due as promised, and will not remove our credit cards from autopay. The portal does NOT allow the customer to remove their payment system! We asked for both cards to be removed, but two of our credit cards were charged on 6/21, on the same day of service which was to come at no charge. They say they will not correct the charge unless we sign a contract. It is illegal.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to our customer's concerns.  We review all complaints and investigate to determine the relevant facts surrounding the complaint and identify ways to improve our customer service.  
  

  In reviewing the customer service records related to the account, the records indicate that a refund was discussed with a customer care agent and that the past due invoices would be credited. The original refund was processed, but the past due invoices were not credited, which resulted in the customer's billing method being charged again in June 2023.   

  Due to the miscommunication between the parties, the Company will refund the customer for the amount charged in June 2023.  The refund will be processed today and funds returned to the payment method on file. Please allow 3-5 business days for refunds to be processed. The Customer's Account Balance is $0.00 and the customer's next regular service is scheduled in October 2023. 
  

  We apologize for any miscommunication and appreciate the opportunity to serve our customers. 

• 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.

  I ordered service 1 yr ago and quickly had to cancel. When I called they informed me I would be charged for 1 more service and agreed. Now they have taken 2 more payment since then and are telling me they won't refund my money bc they have no record of my phone call.

  

  Business Response

  Date: 08/16/2023

  Thank you for the opportunity to respond to our customer's concerns.  We review all complaints and investigate to determine the relevant facts surrounding the complaint and identify ways to improve our customer service.  

  In reviewing the customer service records related to the account, there are no records showing a conversation about moving.  The records also indicate that services were performed at the service location on April 14th and July 7th (copies available upon request). The Company's general policy is that if services are performed, then services must be paid for.  

  Due to the miscommunication between the parties and understanding that the customer has moved, the Company is willing to partially refund the customer for the charges in July 2023.  The refund will be processed today and funds returned to the payment method on file. Please allow 3-5 business days for refunds to be processed. 

  We apologize for any miscommunication and appreciate the opportunity to serve our customers.