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

  6230 Merriam Dr Merriam, KS 66203

  
• 

  Saela Pest Control

  8016 Durango St SW Ste 4 Lakewood, WA 98499

  
• 

  Saela Pest Control

  PO Box 780 Orem, UT 84059-0780

  
• 

  Saela Pest Control

  372 Mountain View Rd Unit 15 Berthoud, CO 80513

  

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:09/12/2022

  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.

  The date was mid August. I was emailed to inform of the date of my next service. I replied asking them to hold off. Next thing I know the service was provided anyway and disregarded my wishes. I was a victim of having my finances hacked/stolen. This why I asked for the service to be stopped. Now, I'm being forced to pay for something I asked to have halted. I want this payment waived and removed from my account. You ask if it's okay to come out, then you force your way even when I communicate to hold off, that is not great customer **********************. I'm simply asking where is the customer ********************** in that situation? At this point, I feel violated and overwhelmed with your agents constantly calling to collect money that isn't theirs because the service should not have occurred. Please check the email thread to confirm. I will not upload it below because you already have access. I am looking for a zero balance from this mishap simply because I owe you nothing especially when I informed you in writing.

  

  Business Response

  Date: 10/03/2022

  We were able to contact this customer a come to an agreeable resolution.  We consider this claim resolved. 

   

• Initial Complaint

  Date:09/12/2022

  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 April 7, 2022 the local Edge (Saela) Pest control at **************************************************** did work on my home at **************************************************************************. The work was to install new door sweeps on front and rear doors. The job was botched from the start. I was unable to open the back door without difficulty, only after putting vaseline on the threshold was I able to do so, they returned and fixed the back door. The front door opened (at the time) but the three service people scratched the hardwood floor. The floor had to be completely redone so it would match. The floor was redone and since the access to the bedrooms was over the wet floor we had to stay in a ***************, as we were unable to be on the floors for 24 hours. When the time was up we came home and all was good, that is until we walked on two areas where the finish was still wet and left footprints in it. I called the floor guy who came back and redone the tracked spots. Since one of the spots was around the stove and refrigerator we couldn't use the stove and had to go out to eat.Sunday 31 July the door sweep fell off of the front door since I still had ******* of Edge Pest local I texted him to tell him the problem. Hearing nothing I called the local number 8/3/22 10 AM and got the usual recording that all of their representatives were busy with other customers and I should type in my number which I did. I was told I had been added to the Queue and they would call them in order and then it hung up so I couldn't leave a message. Parent company notified twice but I haven't heard anything from them or the local business.I paid $200.00 for $20 dollars worth of door sweeps. I paid $115.00 for a motel room and $30.00 dollars for a meal out. I never asked for any expenses back, I just want the front door sweep properly installed.

  

  Business Response

  Date: 08/22/2022

  This is not our company. We are EnviroPest

   

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17704212
  
  I am rejecting this response because EnviroPest is not the company that the complaint was filed against. I believe that somewhere in your process of investigation the company name for which I made the complaint has possibly got mixed up. I have never heard of EnviroPest.The company I'm complaining about is Edge (Saela) Pest Control. Below is a copy of one of my invoices. I will also try to forward the actual
  
  
  
  Sincerely,
  
  ***********************

   

  Saela
  6230 *************
  *******, ** 66203
  ************
  
  Invoice #: KCW3310791I
  Service Date: 06/28/2022
  Time Window: Any Time
  Confirmation Status:
  Service Report Number: KCW3924175S
  Sales **************************************************************** ********* of ************** #1 Priority is Your Peace of Mind - Please Call ************
  
  ***********************
  Customer Location
  8435 ****************
  ***********, ** 66018
  ************
  
  Service Location
  ***********************
  8435 ****************
  ***********, ** 66018
  ************
  Protection Program
  Retail Price $143.99
  Retail Discount -$30.00
  Regular Service $113.99
  Subtotal $113.99
  Tax (*****%) $10.23
  Total
  Total $124.22
  Payment
  Payment $124.22
  Total Due $0.00
  
  PLEASE PAY FROM THIS INVOICE
  DUE UPON RECEIPT
  
  Accepted By:
  bill
  Very Satisfied
  Satisfied
  Not Satisfied
  
  Customer Comments:
  
  Date:
  06/28/2022
  Technician:
  **********************************
  Supervisor:
  *****************************
  Arrival Time:
  12:23 pm
  Departure Time:
  12:40 pm
  
  Weather:
  Start End
  Sunny Sunny
  Wind Speed:
  4 MPH 5 MPH
  Wind Direction:
  SE SE
  Temperature:
  86 F 86 F
  Service Recommended By:
  **********************************
  
  No Gates / All
  Gates Secured
  
  EasyPay Other

  

  Business Response

  Date: 09/26/2022

  We were able to meet with this customer and resolve his concerns. 

  Customer Answer

  Date: 09/27/2022

   
  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:09/10/2022

  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.

  Have used service for a while. Upset with last visit with someone waking my family up at 9am to spray our yard on a Saturday. Not only this they were spraying in a heavy rain which is not effective. Its been raining over 8 hours. I have this on video as well. During the service period the mosquito service has not been effective but its like jumping through hoops ever getting anyone on the phone. The regular pest control has been mildy effective. I expect a refund on my last services as spraying in the rain is useless and waking a family up on a Saturday morning is rude.

  

  Business Response

  Date: 09/27/2022

  We are sorry that you feel dissatisfied with your service. Our services are designed to handle the pest concerns you expressed at the beginning of our agreement. Our intent from the beginning has been to take care of your home and provide the pest control services. It is our policy, as a courtesy, to notify our customers of upcoming service.  An email was sent om September 8, 2022 to *************** notifying you of your upcoming service. Our service specialists also attempt to call and or text before they arrive and then knock on the door when they are there to see if you might have any specific concerns you would like addressed. I show that the service specialist arrived at your home at approximately 9:25 on Saturday September 10, 2022 which is in accordance with the city ordinances of ****** ********. 
  
  The products we use to protect your home from pests are water-soluble.  They are designed to applied through water and stay where they are applied.  I have verified with the service specialist that serviced your home that day that there was a light rain that day but not enough to affect the potency of the product used on your home. 
  
  Again, we are sorry that you feel dissatisfied.  Your account has been fully closed and has a zero balance.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18007924
  
  I am rejecting this response because There is no pest control substance that withstands a heavy rain. I still have on video how heavy it was raining and that it had rained for the full day. This is the se**nd issue Ive had with your company and the first time I of **urse was paid off to remove a negative review. This time I was notified while asleep that someone was going to be on their way. Your company is a **** poor excuse of a pest ** from company. I will be sure that others know as well. Unless you can show me the chemical that you use showing that it is fine to use in heavy rain then I expect a full refund for both services.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2022

  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.

  I have been a customer of ********************** (now ********************* since 2014. My contract expired (wasn't notified) and was charged more for a visit that was supposedly out of contract. I called and verbally agreed to extend the contract for additional services and a price lock, however the company is refusing to send a document in writing with the new price and number of included service visits stating "we just don't do that here." I have called multiple times and spoke to several sales representatives who all say the supervisor is "too busy" and refuses to answer my call and has not emailed a copy of the price/contract terms despite being told this would occur. I'm not asking for much - simply a copy of the agreement.

  

  Business Response

  Date: 08/25/2022

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

  Customer Answer

  Date: 08/26/2022

   
  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:08/18/2022

  Type:Sales and Advertising 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.

  Technician lied to my wife and I quoting us $5,500 dollars to remove entire insulation from attic because of a "mouse infestation." Received a second opinion and turns out there were no signs of mice in my attic but a bird flying in and out of my dryer vent. When confronted, Saela was unable to cancel my contract without charging me even more money and as a result, I have been forced to pay $150 a quarter for their sub -par services and dishonest technicians. Furthermore, when confronted a second time, it was communicated that they did not believe this happened as there was no proof and/or documentation of this quote provided. Customer service is extremely unhelpful and seem to only care about making money off their customers instead of actually providing an honest and decent service.

  

  Business Response

  Date: 08/30/2022

  Thank
  you for sharing your concerns with us.  We appreciate the opportunity to
  address the issues raised and resolve any misunderstandings. In your complaint,
  you raise concern that that you felt you were lied to by our representative and want
  to cancel services without an early termination fee. Pursuant to our policies,
  when a complaint is received, an investigation is conducted, and our team
  gathers the facts from the relevant parties.
  
  On March 15th ****** called in requesting a free reservice for
  mice activity in the laundry room. On March 17th, one of
  our service technicians did a full inspection of the interior and exterior of your home including the attic.
  During his inspection he noticed droppings, tunneling and signs of nesting in the attic
  (see the attached pictures of your attic).  This is a sign that rodents
  have an access point to the attic and are nesting in the insulation and
  contaminating it with their waste.  The Protection Program you have with
  Edge includes pest control, which we have provided, but as a curtesy to our
  customers when we find significant damage to the home, we provide a bid to
  midgait it.  That day you were given a bid to clean all of the
  contaminated insulation out of the attic, find and seal any pest entry points,
  clean all of the remaining surfaces really well, then replace the insulation
  with new materials.  This was presented to you as an optional service. 
  However, our licensed and certified professional thought it was a big enough of
  a concern to strongly encourage you to move forward in order for you to protect
  the health of your family.  We have honored your decision to not have this
  done at this time and have not pushed you future on this issue.
  

  We have found that it is common in areas with new construction,
  mice run rampant as builders disrupt their home. We regularly see houses that
  haven’t ever had rodent problems get rodent problems as a house is built
  across the street.  If a home has entry
  points, rodents will find it. Rodents also reproduce quickly.  We are glad you were able to find the entry point that pests have been getting in your home and hope you have been able to block further entry. 

  I was able to
  listen to your recent call with our customer care center because in
  your complaint you stated, “it was communicated that they did not believe this
  happened”   It sounds like you were talking to a representative that was untrained in our exclusion services and he didn't do what he has been trained to do by researching the account and reading notes in your account.  We apologize for the confusion that caused.   This issue has bee delt with with this individual and we have provided additional training to all of our phone representatives to avoid this situation in the future. 
  
  We
  are sincerely sorry that you feel dissatisfied with your service, your account has been close, the early termination fee has been waived and you currently have a zero balance. We are
  grateful for the opportunity to explain the circumstances surrounding this case
  and appreciate the insights we have gained from hearing and investigating your claim.

  If you have
  any additional questions or concerns, please contact me at your earliest
  convenience.

  Customer Answer

  Date: 08/31/2022

  
  
  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:08/08/2022

  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.

  Saela, previously known as Edge has been incredibly misleading in their tactics for entering a lengthy contract and despite stating on the phone in the initial call that the contract could be ended early if needed, they refuse to do so. Not only have they been difficult to work with but their services often werent effective. Even when we were unsatisfied with their services and continued to have pest problems, we again were told we had no choice but to continue. I have paid for almost a year now for a service I am not happy with and have repeatedly requested to cancel. They were entirely misleading in their description of what their contract would entail and their customer ********************** has made it impossible to cancel the contract despite their ineffective service. I simply want to cancel the remainder of the contract and no longer have to pay for their all around poor service.

  

  Business Response

  Date: 08/22/2022

  We are sincerely sorry that you feel dissatisfied with your service. Your account has been closed and the cancelation fee waived. To show that Saela is willing to take care of you, we would like to offer a free  treatment at your new home address ******** activity.  Let us know if you would like to set up that service if desired. 

  Customer Answer

  Date: 08/24/2022

   
  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,
  
  ***** Del ******