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

  6230 Merriam Dr Merriam, KS 66203

  
• 

  Saela Pest Control

  8016 Durango St SW Ste 4 Lakewood, WA 98499

  
• 

  Saela Pest Control

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

  
• 

  Saela Pest Control

  5342 Winner Rd Kansas City, MO 64127

  

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:12/07/2022

  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 signed a contract with Saela pest control back in 2017 for nine services. I called in July of 2022 to set up a service for pest control and I specifically asked if I would be under contract again and assured me that I would not. I had another appointment scheduled on November 21, 2022. I called and advised them not to come in to cancel my services because I had that right because I was not u set contract. They came to my house anyways, sprayed my house and have charged me for the service. They are claiming that I am still under contract with them. I never signed another contract with them since the first one which should have been over in 2019. They are claiming to send my bill to collections . I have perfect credit and I will not allow a company who I specifically asked not to come and service my home and they did anyways and trespassed on my property and sprayed my home and now they want to charge me. I have wrote numerous emails. I have spoken to many different customer ********************** agents and they are all rude. Can you please help with this issue.

  

  Business Response

  Date: 01/03/2023

  It appears that when our representative offered you a free service it was setup incorrectly in our system.  We have credited the fee of $129.99 for the service that was performed on November 21st at your home.  Your account is still closed and now has a zero balance.  We apologize for the confusion. 

• Initial Complaint

  Date:12/04/2022

  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 signed up for quarterly pest control with Edge 2 years ago. Company changed name to Saela and continued doing the service for me. In 2022, the did quarterly service in January, April, July and September. Then Saela squeezed in another service on December 3rd. This added another servicing which I did not agree to or need. I attempted to call the technician to complain and he did not answer the call. I called the service line and the representative told me she would stop this servicing as she already saw 4 charges this year. I called later to verify but was transferred to a manager who told me it was too late and did not apologize or answer my concerns in good faith. He told me that I will be charged for this servicing. I cancelled my service but would like my money back asap. This is deceptive practice and grifting to squeeze in another service and hoping that I would not notice.

  

  Business Response

  Date: 01/03/2023

  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 on a handheld device before
  servicing begins. A copy of the agreement is included for ease of
  reference.  
  When the attached agreement was signed, you reviewed and signed
  (or initialed) five places, including the following statements:
  
  "The minimum purchase obligation for this Agreement is 9 Services.
  Regular Services will continue thereafter on a 12 Week basis until You
  cancel the Agreement. You will be charged the Regular Service Fee each time such
  Services are performed, according to the terms of the Agreement.
  In order to keep a proper pest barrier around your home it is imperative that
  we apply the product every 11 to 12 weeks, Every 11 to 12 weeks often ends up
  to be quarterly treatments however, when a treatment is done in January another
  treatment is then needed again in December making it 5 treatments in one year. 
  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
  Statutes were complied with. We have canceled your account and you currently have
  a zero balance.

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because quarterly every 12 weeks does not mean every 6-8 weeks whenever you want to squeeze in another service. I agreed to 4 times a year not 5 times. You do this to grift money out of people and it is unethical and fraudulent. 
  
  
  
  Sincerely,
  
  ******* **
  

• Initial Complaint

  Date:11/18/2022

  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 would not recommend using Saela Pest Control. The service they provide is fine except they sign you up for a two year contract if they service your house. In my case this wasnt explained to me so I have a two year contract with this company that I didnt want or need. You are not able to get out of this contract. I believe this company operates with deceptive tactics so be aware and stay away from using this company.

  

  Business Response

  Date: 12/14/2022

  This account has been closed and has a zero balance.  We consider this complaint resolved. 

   

• Initial Complaint

  Date:11/03/2022

  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 was a customer of ********************/Edge and had no problems until I moved. I received a "We just serviced your home" email on 8/3 which was a surprise to me as historically I have been given a heads-up notification in the form of an email and text. I called Saela to complain about the lack of notice as I was now on the hook for a service at an address I didn't live at and to cancel my account going forward. I was refunded for the service and walked away happy. On 8/12 I was charged again for the service. I again contacted Saela and was refunded. Now, Saela will not stop contacting me to demand payment "so they can continue to service my home". I was informed by one CSR that the manager who processed the original refund only "refunded the same-day charge and not the balance". After asking several times what the difference between these two line items is, I was informed that these are the same thing which makes zero sense. So, Saela either did not actually cancel my account on 8/3 as they claimed they did, or they charged the card of a canceled account on 8/12. Additionally, they continue to ****** me for a third payment because the refunds were "systems and office error".

  

  Business Response

  Date: 11/21/2022

  It is Edges policy, as a courtesy, to notify our customers of upcoming service. Our service technicians also attempt to call before they arrive but arent always able to speak with customers. Prior notice is offered as a courtesy to our customers, but we are not contractually bound to do so or receive affirmative consent to perform the service. In Section 2 of the Agreement, it is made clear that the customer has consented and granted access to our technicians to enter the property and perform the service in all accessible areas and that the full Regular Service Fee will be charged at the time of the service. We invite the customer to call us to return and re-treat any inaccessible areas or problem spots at any time,for free, between Regular Services. Because you didnt call to inform us that you had moved until after the service had been performed the service fee of $143.31 is due. 

  
  

• Initial Complaint

  Date:11/01/2022

  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.

  On October 31st was informed I had an outstanding balance with the company. Was told it was for service date of October 3rd. I informed the representative I told the tech to skip us this time. The representative understood and I hung up. I checked my account that is linked with this company and saw they tried to charges my account 4 times via ach. Well each one failed because I didn't upload any money into the account because I didn't get the service. I then spoke to a manager and he saw the notes from the tech, but his solution was to " pay my balanced and he would send someone out to get the service done. I told him I wanted to cancle completely at this point. And to refund me the money the bank charged me. After arguing for 30 min. He finally agreed to void my invoice. And he canceled my account. When I asked him about the refund for my banks fees they charged me. He said " sorry there is nothing I can do" I was fuming at that point. And I made him send me something to propfe he closed out my account. He finally did. But I called my bank to see of they would void the fees. They told me they couldn't, and that the company that charged me when the shouldn't have was required to. So at this point I want the 100 dollars the bank charged me back. Because now out 100 dollars.

  

  Business Response

  Date: 11/11/2022

  We were able to contact the customer and resolve his concerns. 

  
  

  Customer Answer

  Date: 11/14/2022

   
  
  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:10/31/2022

  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 August 2022, I contacted Saela Pest Control to cancel services dues to dissatisfaction with technicians. I was no longer under contract and was transferred to a supervisor named ****** who agreed to send a new technician and offered me a steep discount if I agreed to stay if satisfied with the technician. The amount quoted was $104 give or take for one year so I agreed. On October 28, 2022, following my service, I received notification of a $162.55. I contacted the company and was told initially it was a on e time charge which is not the conversation I had with the supervisor. The young lady claimed she needed to listen to the call which I was totally fine with. She returned to the call, never mentioned anything about the call but said she would need to transfer me. The young man I spoke to said he would listen to the call and contact me which he did not. I called again on October 31, 2022, I was placed on hold which I hung up both time because neither one never return to the call. This experience has been less than professional and a clear misrepresentation of the agreement made with me.

  

  Business Response

  Date: 11/02/2022

   

  We were able to reach the customer and resolve her concerns.  

  Customer Answer

  Date: 11/02/2022

   
  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:10/10/2022

  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 was charged $151.54 for services that were not provided to my home. No one showed up on that day, called me, checked traps or provided any services whatsoever. I currently still have a horrible bug manifestation problem. I want my money back immediately.

  

  Business Response

  Date: 10/24/2022

   

  We are sincerely sorry that you feel dissatisfied with your service.  I see that you were able to speak with one of our ************* Representatives and that a ********************** Specialist visited your home on October 12th to resolve ******** concerns you had.  Since then we have been trying to get a hold of you to make sure we have addressed everything.  Because our messages have been unanswered we will assume that you are now satisfied.  Please reach out to us if there is anything ese we can do for you. 

  
  

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my pest control service with a company called Edge in January 2022. A representative from Saela contacted me in April via email relating that Edge is now Saela and wanted to offer me a free treatment throughout my property performed by a manager in hope to secure me as a new client. I agreed. The service was done on August 30th, 2022. While paying my bills I noticed that my credit card that I had on file with Edge was charged $104.99 by Saela on August 30th, 2022. My wife called Saela to have them reverse the charges and while they acknowledged the free treatment offer told her that they could only refund us $10.00. Please help.

  

  Business Response

  Date: 10/19/2022

  We sincerely apologize for all of the confusion, the person you spoke with about the free service did not make the necessary notation in your account. I was able to to speak with him and found that it was his mistake. We have refunded the full $104.99 to you account, your account with Saela remains closed, we will not longer be servicing you property.  

   

  Customer Answer

  Date: 10/20/2022

   
  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:09/30/2022

  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.

  On December 11th, 2021, Saela pest control employee Fred serviced my home for pest control, by way of a service that was $399.00. Fred sprayed Great Stuff orange/yellow foam all around the foundation of my home that expanded and protruded beyond the foundation and onto the siding causing me to have to get new siding to my home due to the damage that the siding sustained. On March 5th, 2022 for next service visit for $129.99 my concerns were addressed and was told someone would get to me. On May 21st, 2022 service visit for $129.99 during my service visit, manager John happen to show up to my residence to check on a new employee and noticed the disaster that Fred had created and John also said someone would contact me and still no contact from Saela on this matter. On August 20th, 2022 service visit $140.99 my home was unable to be completely serviced due to the rain. The issue was again brought up to employee Phillip who completely ignored my concerns, and then sent out a message stating that my home service was completed and it was not. I've contacted Seala Pest control several times throughout this time frame and no one has addressed my concerns. This issue resulted in my home having to be resided at my expense of $14,900.60. I'm reaching out to see if you can assist with contacting Saela on my behalf to help rectify the situation they have put me in. Please see attached photos.

  

  Business Response

  Date: 10/25/2022

   

  Ms. ********,

  We did not find the pictures attached to your complaint as mentioned.  Our Branch Manager has tried to reach out to you with out success.  He was able to get you on the phone yesterday but said that you disconnected the call.  He will be visiting your home tomorrow during the scheduled reservice to try to asses any damage to your home.  

  

  Business Response

  Date: 11/02/2022

   

  We have worked with the customer to resolve this complaint, we consider this complaint resolved. 

  Customer Answer

  Date: 11/03/2022

  
  
  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:09/23/2022

  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.

  The company signed me up for a contract at my previous residence for a year contract to remove ants. After a year of service the pests still persisted so spoke to a supervisor and resumed contract. I moved but kept contract at previous address for other family members. After two years pests still persisted and so attempted to reach company by phone but was placed on hold repeatedly and the issue was never addressed. Involved my bank to recover funds for services not rendered and would like contract cancelled as services have not met expectations and customer relations has not assisted in resolution of issue.

  

  Business Response

  Date: 10/03/2022

  Mr. ****,

  We are sincerely sorry that you feel dissatisfied with your service. We would absolutely like to resolve ******** concerns you have.  We provide a high-quality pest control service. 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.  Your account has been cancelled and the early termination fee was waived.  We also applied a credit to the balance due, you currently have a zero balance.
  
  To show that Edge 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.

   

  Customer Answer

  Date: 10/03/2022

   
  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,
  
  *****************