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

  1290 Sandhill Rd Orem, UT 84058-7306

  
• 

  Saela Pest Control

  PO Box 780 Orem, UT 84059-0780

  
• 

  Saela Pest Control

  460 Metroplex Dr Suite 112 Nashville, TN 37211

  
• 

  Saela Pest Control

  19231 36th Ave W Ste L Lynnwood, WA 98036

  
• 

  Saela Pest Control

  6230 Merriam Dr Merriam, KS 66203

  

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:07/06/2023

  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 an elderly person who discovered bugs in some trees in my yard. I called Edge Pest Control with whom I have had done business. Apparently Edge was bought out by Saela Pest Control. A salesman came to my house on Wednesday, June 15 to assess the situation. This salesman diagnosed the problem as termites and suggested that they were likely in my house as well. I allowed this salesman to inspect my crawlspace where he found "wood shavings" indicating termites. He convinced me to agree to a termite mitigation contract. I called my Property Manager Thursday morning somewhat confused and frustrated. I was not clear about what I was told or what I had agreed to. While we were talking, a Saela truck pulled up at my house and started unloading rodent mitigation equipment. When I asked about it, I was told they were there to handle the rodents in my crawl space (not termites). I allowed this work to be completed and then discovered that I had been charged $299 and $800 on my credit card. I tried to cancel the agreement and a slick salesman came by and overwhelmed me. I am trying to stop payment through my credit card. This company needs to be investigated. Obviously preying on the elderly is their strategy. My Property Manager tried to intervene on my behalf and was shut down. Please help before another elderly person is scammed.

  

  Business Response

  Date: 07/19/2023

  Saela takes every complaint seriously and particularly those from those from more vulnerable individuals in the communities we serve.   Saela has investigated this complaint and is concerned about the apparent confusion resulting from our efforts to provide quality services to this customer while observing local regulations that govern our various services.  

  A sales manager visited this customer and performed a full home inspection, identifying rodent activity in the crawlspace and recommended replacing insulation, the vapor barrier, and cleaning out the area.  The customer requested paper copies of the agreements as rodent treatments and the crawlspace cleanout are separate services requiring separate agreements.  The manager also noted termite activity and this seems to be the source of confusion.  Most states require an additional, much more specific contract for termite services that includes a graphic description of the area to be serviced.  As such, Saela could not provide termite services at the time it performed the rodent and attic cleanout services because our Service Specialists and managers were still completing the necessary paperwork and presenting that to the customer.  As the ********************** never received a signed termite agreement, those services were not performed.  

  Saela understands the customer wanted to consult with her property manager regarding the services and regrets any notion that undue pressure or confusing tactics were used with this customer.  That was certainly not the intent, and the resulting actions and services provided evidence that Saela was following its own procedures according to state law.  The company remains willing to consult with the customer regarding the termite activity and hopes they will consider Saela for their pest control needs in the future.  

   

   

   

   

• Initial Complaint

  Date:06/27/2023

  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.

  We had a 2-year contract with Saela Pest. On 6/23/2023 a technician came out and serviced our place. I was not at home, On 6/27/2023 I received an email that the service fee had increased $3 but didn't give a reason as to the increase. I also received a second email containing an invoice for the 6/23/2023 service. I called Saela to ask the reason for the price increase and also to ask when our contract would be over as I wanted to cancel. The rep ******** advised me that the price had increased because we were no longer under contract. I asked her why I had not been notified the contract was expired and asked whether or not I wanted to continue the service. She couldn't give me a reason. I told her that was not a reputable business practice as all my other subscriptions give me the opportunity to continue or decline their services. I felt that I should be refunded the last service fee of $142.99. She cancelled my subscription and transferred me to her manager, *****. He advised that he could not refund my fee for a service already performed. I said I should have been given the choice of whether or not I wanted an out-of-contract service. They should not have performed a service that I did not authorize!

  

  Business Response

  Date: 07/06/2023

  Saela strives to provide clear contract terms and receive confirmation on each of our service agreements that the customer understands each term of the ********************** contract.  The attached contract indicates that the customer acknowledged the minimum purchase obligation of 9 services.  After that, Regular Services will continue every 12 weeks until the customer cancels the contract.   The Agreement further provides the cancellation policy and certain guarantees during this minimum purchase obligation period.  One of those guarantees is that Edge/Saela will not increase the price during the minimum purchase obligation period.   In this instance, the customer and ******************** fulfilled the minimum obligation period with no price increase for the first 9 services.  After that, the Agreement continues until cancelled by the customer, which is standard in the pest ********************** industry.  
  Upon review of the communication with the customer, the ************* representative explained that the $3 increase in price was due to a variety of factors, including inflation, the price of fuel, and the price of materials.  Saela seeks to provide the highest quality pest control service in the industry by using the highest quality products.  We feel that the modest price increase reflects that commitment while also keeping prices extremely competitive.   We are sorry that this customer does not feel the price of our *********************** is reflective of the value provided and cancelled the contract upon request.  We hope they will consider Saela Pest Control for their future pest control needs.  

• Initial Complaint

  Date:06/10/2023

  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 did not sign up for a pest control service with these people and asked them to remove me from their information list. Now they are emailing me with a fraudulent service agreement that I did not agree to and texting me with details of a service I never signed up for.

  

  Business Response

  Date: 06/13/2023

  Saela reviewed this complaint and investigated this customer's account.  The issue appears to be the result of a system or clerical error that generated an email to the customer by mistake.  Essentially, there is a difference in our systems between a "cancelled" service and a "closed" service.  An area manager noticed that this customer had a free inspection performed in January 2023, and the service was cancelled, rather than closed.  To clean up our books the service was changed to "closed," which should not have generated any message to the customer, however it appears an email was sent that included the service report for the inspection in January.  This was routine system maintenance intended to prevent the message the customer received in the future.  

  However, the customer is not signed up for any *********************** by our company, no new contract was generated, and as before, the customer does not owe any fees.  The message simply re-sent the results of the free inspection performed in January.  We are investigating why the message was sent in error and apologize for any confusion created.  Please feel free to reach out to our ************************ at ************ for any contract or billing questions, and we hope you will consider Saela for your pest control service in the future.  

  Saela Pest Control

   

  Customer Answer

  Date: 06/13/2023

   
  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:05/28/2023

  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.

  Ive been trying to cancel my Saela service since the first time they came out. The service is subpar and me and my wife have took it upon ourselves to hire a different company. They are trying to lock us in a contract and charge a ridiculous penalty to leave them. I am getting serviced today by the new company and would like my account to be canceled effective immediately. Otherwise, my affiliates will be taking them to court.

  

  Business Response

  Date: 06/06/2023

  Saela is sorry to hear that the customer was not completely satisfied with your pest control service.  After reviewing the complaint and account at issue, ******************** reached the following understanding and resolution of the problem:

  First, it appears there was confusion regarding the length and number of services remaining on the pest control contract.  We make every effort to thoroughly explain our service agreements and ensure all terms are clearly understood.  We have several service types with different lengths and service intervals based on the pest at issue and our expert recommendations on most effective treatments for each.  Our Pest Protection program is our signature service type and generally provided for nine (9) treatments at 12 week intervals over the course of two years.  In this instance, It appears the customer also signed up for our Premium Mole Service.  That service type includes 4-5 treatments during a one-month period. 

  Review of calls to our ************************ indicate the customer was questioning the number of *********************** remaining on their contract.  After explaining a different understanding than Saela's regarding the remaining services, the customer suggested they would reach out at a different time when they were able to access their own copy of the contract.  It doesn't appear there was any communication with the customer after this call, and we apologize for any lack of clarity in our communication that suggested the company had any intentions outside of providing the services outlined in the agreements.  Saela thanks the customer for their business and has cancelled their contract and two remaining services.  We hope you will consider us in the future for all your pest control needs.  

  Best regards,

  Saela Pest Control 

   

   

  Customer Answer

  Date: 06/10/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:05/23/2023

  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 been a customer of Edge/******************** for the past few years, and I have had multiple issues. They have shown up late or not at all without any notification after I have taken off of work and stayed there for the entire 4 hour service window. This has happened as recently as yesterday (May 22, 2023). They do not even call the following day to apologize or reschedule either. I have to contact them. When I called in approximately a year ago to cancel their mosquito servicing because they were not treating the entire yard as promised, they then added more services to my regular pest control. They have breached any agreement or contract both by not servicing the property and then by not showing up for appointments, and any such agreement should be deemed null and void.I tried to work this out by phone speaking with two representatives including the manager (*********************), and the company has absolutely refused to cancel the agreement even in light of the fact that they breached the agreement and failed to provided the services promised. As can be seen by the substantial number of claims filed with the BBB, it is clearly visible there is a pattern of either unethical or deceptive business practices.

• Initial Complaint

  Date:05/11/2023

  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.

  I have been utilizing Saela (formerly Edge) Pest Control since at my private residence since June 2010. Since May 2, ************************************ order to cancel my ongoing quarterly services with them and have been getting the run around. First I sent a text requesting the number to call to cancel. I was referred to their website where I chatted with someone online. I was told I could not cancel via their website, that I needed to call and verbally cancel. On 5/2/23 I called Saela and requested to cancel my service and was told I would need to speak with a Manager but no Managers were currently ********. A manager was supposed to call me on 5/3/23. I never received a call so I called back on 5/8, 5/9 and 5/10 and each time was told that I could not cancel without speaking to a manager however, no managers were available but someone would call me back when they weren't so busy. I still have not received a callback to cancel my service.

  

  Business Response

  Date: 05/18/2023

  A Saela Customer Experience Manager contacted the customer and successfully cancelled ***********************.  The company regrets losing you as a customer but understands there are extenuating circumstances that necessitated this resolution.  Saela thanks you for being a valued customer and looks forward to serving you in the future.  

• Initial Complaint

  Date:04/21/2023

  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.

  My husband got us locked into a contract with this pest company and they are the worst. They will charge you for services and never even come to your house for the work. We had this happen on multiple occasions and have made so many attempts to get out of our contract since they do not hold up to their end of the contract. They will not let ** end this contract without penalties and they continue to give awful service. We have had to call them every single time they are supposed to provide service due to issues. They will also lie to you and say the work is done but fortunately for ** we have cameras on our property and the times they say they have been there we can confirm that they were not. When speaking with them they always offer to come and do the work but cut corners each and every time. Their own employees have agreed with ** on multiple occasions that they are an awful company. They scam people out of there money and do not provide proper service if any service.

  

  Business Response

  Date: 05/03/2023

  On April 28, 2023, Saela provided substantially the following response directly to the customer:

  ***** and ****,
  
  Im writing in regard to both your BBB complaints and more generally to address problems with your pest control service from Saela.  First, I can inform you that I have reviewed your account and log of interactions with the company and acknowledge that we made several mistakes both servicing your home and providing quality customer ********************** following those mistakes.  I also listened to all calls between ***** and **** and the company.  I can certainly understand your frustration and desire to cancel services.

  As a result, Saela took the following steps in attempt to resolve your concerns and BBB complaint.  As you are probably aware,the company cancelled the remainder of your services.   Additionally,I waived your early termination fee and any outstanding balances.  I can also confirm Saela marked your account for no further contact.  

  Please let me know if the actions Saela has taken to cancel your services, waive the early termination fees and all outstanding balances,and promise to not contact you further will address your concerns.  Again,I apologize on behalf of the company for the quality of service provided as it did not meet our expectations to provide premium pest control to all our customers. 
  
  Thank you for your consideration, and best regards,
  

  Saela

• Initial Complaint

  Date:03/09/2023

  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 wished to cancel my recurring service with this company in December 2022. I called and talked to multiple people in order to do so as they have a system in place to discourage or dissuade people from cancelling. After this process I was finally connected to a Branch Manager (Claas) that said he was crediting the final service (as it was occurring the next day, 12-21-2023, and apparently they could not get the technician off the schedule) and that my account was closed. On 03-09-2023 I was alerted that I was due for another service and my account was still active. I notified their customer ********************** again and they said by allowing that final service (even though it was credited) I was still an active customer. This is clearly deceptive and, since they have my payment information on file, I suspect they do this in an attempt to retain customers and charge them after they have cancelled. I also suspect a pattern of fraudulent ****** reviews in order to suppress negative reviews - there was a clear pattern of poor reviews from customers experiencing this same issue of failure to cancel; however there has been a systematic and consistent pattern of 5 star reviews every single day that have little-to-no details (who consistently reviews pest control services every single day?).

  

  Business Response

  Date: 04/03/2023

  We are sincerely sorry that you feel dissatisfied with your service. I have taken the time to review the notes in your account.  I do see that you called and spoke with an Account Manager on December 19, 2022 who referred you to the Branch Manager.  Unfortunately our Account Managers are the only ones able to close accounts and the Branch Manager didnt indicate that was you desire after speaking with you.
  
  We apologize for the inconvenience and have made correction to avoid this same mistake in the future. To show that Saela is willing to take care of you, we would like to ensure that you do not see an increase in pest activity and would be willing to come do a free follow up treatment to address ******** activity. You may contact customer care to set up that ********************** if desired.

• Initial Complaint

  Date:03/07/2023

  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.

  We have been working with Saela (formerly Edge) pest control since September 2018. We hired them to inspect the interior and exterior of our 1600sq foot home every 4 weeks to identify any deficiencies, rodent activity, set traps and monitor bait stations and alert us any time they identified issues. We've spent over $3000 to attempt to prevent an infestation. In January 2023 we began to notice tunneling along the exterior of the house and a loose piece of siding along the roof line that began to sag. We contacted Saela 4 times to get them to come out to investigate. They never followed up the first time, the other times they came out and inspected and assured us there were no problems. Between each visit, we noticed more tunneling and heard activity in the walls. Eventually a supervisor came to inspect and found evidence of an infestation along the top of our heating vents. Saela then recommended a subcontracted full crawl space clean out and exclusion service. After this recommendation I decided to do my own inspection along the perimeter of the house to identify entry points. I attached the photos along with screenshots of the conversation I had with the supervisor related. Their inspection techs missed giant holes alongside the front of our house, several holes along our chimney line and one hole that you could see daylight streaming through from inside the crawl space. I've reached out to Saela to ask for reimbursement for services we did not receive and they are not willing to issue even a partial refund. That correspondence is attached as well. As a result of their inattention to potential deficiencies along the exterior of our house, we've also had to have duct work done and potentially been exposed to hantavirus from infected rodents living in our walls. The technicians we had that cleaned out the crawl space indicated that the severity of the infestation indicates that rodents have been present the entire time we've lived in the house (~5 years).

  

  Business Response

  Date: 04/04/2023

  Throughout the industry, nearly all residential pest control
  providers recommend and offer long-term, recurring pest management services.
  Industry research reports the consistent application of regulated products to
  control pest populations.  The Agreement that you signed was designed to
  handle the pest concerns you expressed. Our intent from the beginning has been
  to take care of your home and provide the pest control services. 
  

  We strive to make sure our customers understand all of the terms
  and conditions related to our service at the time the agreement is signed. Our
  sales representatives are extensively trained to explain the key terms of the
  agreement. The service agreement outlines all of the terms of the service and
  ensures that the obligations of the parties are clearly set forth. They are
  stated in clear language and initialed or signed before servicing begins. The
  contract was emailed to you on September 26, 2018 at your approved email
  address of ********************* where
  you had time to read and review the terms. A copy of the agreement is included
  for ease of reference.  
  

  When the attached agreement was signed, you reviewed and signed (or
  initialed) four places, including the following Terms and Conditions on page 6:
  

  “2. FUTURE DAMAGE, LIMITATION OF
  LIABILITY. The Company agrees to return and re-treat any affected areas, but
  cannot guarantee against reinvasion of these pests from the neighboring
  properties and cannot be responsible for bites or illnesses resulting from
  these pests. This Agreement does not provide for the control or prevention of
  termites, powder post beetles, wood borers, carpenter ants, carpenter bees,
  wood wasps, wood decay fungus, or any other pest not indicated herein. Customer  expressly waives and releases the
  Company from liability for any claim for personal injury or damage to the structure
  or its contents caused by wood infesting organisms, fire ants, pharaoh ants,
  spiders, ticks, fleas, wasps, bees, or other pests listed on this Agreement.”
  
  When the Service Specialist notified you of rodent droppings inside
  the duct work, he also notified you that this was not something that we can
  take care of. We have tried to show the value we provided over the years of
  protection in your home. Rodents can incur further damage that could have been
  missed by a technician, but we have record of everything we have done up until
  this point and the steps we have taken to ensure the safety of your home.
  

  We feel that the facts and explanations outlined above show that
  there was no bad faith by either party, that reasonable efforts were taken to
  ensure that the terms and conditions of the services were properly and accurately
  explained and that the applicable provisions of the Washington State Statutes
  were complied with. We have canceled your account and you currently have a zero
  balance.

  

  Business Response

  Date: 04/18/2023

  We will not be negotiating any further with this customer, we have provided proof of the value of the services and proof that she was informed of entry points accusable to rodents into her home which she declined our offer to have us repair them.  

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was consistent negligence on behalf of this company. The problem was out of control and they did not perform the services they were paid to perform. 
  
  
  
  Sincerely,
  
  **** *******
  

• Initial Complaint

  Date:12/19/2022

  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 recently moved into my new residence in May of 2022. I believe the prior owner used Saeala Pest Control while they lived here. Saela came to my residence after the prior owner moved out and preformed some sort of service. When the employee rang my doorbell he spoke to my wife and falsely told her that he had "just spoken to your husband on the phone", in response she allowed them to continue on with the service. The company then attempted to charge the prior owner for their service in which he informed them he no longer lived there, and gave them my contact information. The company then returned a few months later to do another service on our property while neither my wife or I were home. Saela, a company I have never had any interaction with, has now sent me to collects for a service I have never requested. The only interaction with this company is one of their employees fraudulently telling my wife he spoke to me on the phone and approved of them preforming the service, when in reality the did not have my contact information in the first place. I have disputed the collections charged through A.R.M ***************

  

  Business Response

  Date: 01/03/2023

  It appears that this account was incorrectly transferred into your name. I apologize for the mistake. I have initiated removing the account from collections and have waived any remaining balance.  Again, we apologize for the confusion. In an effort to make it up to you, we would love to offer you a free interior and exterior service for the inconvenience and frustration caused by this incident. If you would like to receive a free service we can schedule a time for our field manager to come service your home. Contact ************* at ************ to schedule the service.