Complaints

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

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  Environmental Pest Control

  409 Jack Enders Blvd Ste 2 Berryville, VA 22611-1537

  
• 

  Environmental Pest Control

  14843 Farm Creek Dr Woodbridge, VA 22191-3555

  

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:06/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.Unnotified Auto-Renewal:In 2023, I entered into a pest control service agreement with Environmental Pest. According to the contract, the services were to auto-renew unless a cancellation request is received within 30 days prior to the renewal period. However, the contract did not specify the exact date by which I needed to cancel to avoid auto-renewal. I discovered that my service had been auto-renewed without any prior notification, email, or reminder from Environmental Pest regarding the renewal date. This lack of communication is concerning and does not provide customers with a fair opportunity to opt out before being billed for another term.2.Unresponsive Customer Service:I attempted to contest the cancellation fee via email, expressing my concerns above and have not received any reply. 3.Threat of Collections:I received an email threatening to send the cancellation fee to collections if it is not paid promptly. This is both unfair and unreasonable, especially given the lack of prior notification and the companys failure to respond to my resolution attempt.

  Business Response

  Date: 07/09/2024

  *****,

  First and foremost thank you for being our customer, we are sorry to see you felt the need to reach out here to resolve your issue. I have attached your agreement signed in January of 2023.  The agreement clearly states that recurring agreements will renew annually.  You received all treatments for 2023, we then provided you a notification via text message and via email (attached) stating we would be coming out for Mosquito and Tick application in 2024.  We completed the service (attached) thus renewing your agreement for the 2024 season. We understand now that you were not looking to renew the agreement. If a customers lets us know at any point in the year leading up to their last appointment prior to renewal that they wish to not renew we are happy to set the service to not renew at the end of the treatment term. Although our agreement says 30 days notice must be provided we rarely enforce this and allow customers to cancel without penalty up until the service is renewed via receiving an additional treatment beyond the contract services.  Unfortunately we never received any written notice from you that you wished to not renew. We understand your frustration, and we also hear your feedback above that a renewal reminder would be helpful to notify a customer that their service is about to renew. I will bring this feedback to leadership and see if this is something we can orchestrate for services in the future.  We sent numerous emails, texts, and even physical mail to alert you that a cancellation fee was due per the agreement prior to submitting your account to collections.  All of these notifications were ignored. It is now July 9th and service was cancelled out April the 9th, thus the your account is 91 past due.

  Options:

  1: I can reinstate your mosquito services and you can complete the remaining services through the end of the agreement (7 more services) and I will remove your cancellation fee. (Prepayment will be required at 10% discount)

  2: I can set you up for a years worth of general pest services 4 treatments at $105 per treatment (this is well below market) we can ensure that there is no autorenew on this - I will remove your cancellation fee. (Prepayment will be required for the 4 services and a 1 year agreement will need to be signed)

  3: I would be happy to cut this cancellation fee in half if payment is made in the next 15 days via CC (ending July 29th). 

  4: If you still refuse all options or do nothing, all fees will remain and your account will continue in collections.

  Customer Answer

  Date: 07/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21892115
  
  I am rejecting this response because:

  It is false that all of the communications regarding the cancellation fee was ignored on my part. I responded to the email regarding the fee on 4/5 (see email attached) hoping to find a resolution and was ignored (hence why I "felt the need to reach out here"). Additionally, I was notified via text only two days before our first treatment of the year and, at the time, I was out of town for spring break with spotty service. This did not provide me the opportunity to cancel prior to the treatment. 

  
  Regards,
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/06/2024

  While I certainly understand your frustration, the agreement does states that service is auto renewing and that it renews annually.
  
  Additionally, if the customer notifies us at any time during the year that they do not wish to auto-renew, we will set the service to close and the service will complete after the present term with no fees. The agreement states that the customer needs to notify us within 30 days of their renewing visit to cancel the auto-renewal, but we will often waive that official requirement as a courtesy if we have received a request to cancel from the customer before we have provided the treatment. 
  
  We sent notifications of your appointment to text and email and the service was completed. When you reached out to us, it was after the auto-renewal of the service and after treatment. You only stated that the fee was not valid after the service was performed and the service renewed. Per your signed service agreement, the fee is valid, but please let us know if any of the options presented to you previously would interest you in terms of resolution.
  
  We wish you all the best and appreciate this dialogue. Please review your agreement for further details.
  
  

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please reference the attached letter which describes my interactions with Environmental Pest Control and the issue with the termination fee that was charged.

  Business Response

  Date: 04/18/2024

  While we certainly understand that the current situation might be frustrating, the language of the signed service agreement is clear. 
  
  The agreement is for monthly services, and those stated services are clearly indicated as recurring charges in the upper right column(see attached). The language in the agreement clearly states that "All sales are final. By signing this agreement, the Customer agrees to receive the number of services (initial and recurring) outlined in this agreement and agrees to pay for those services. Recurring pest plans will auto-renew annually unless the customer submits, in writing, a cancellation notice 30 days prior to the next renewal period". This language is on the first page, in larger font. 
  
  We did not receive a notice of cancellation until 3/29/24, which was after the service was performed and the agreement, previously signed, was renewed. We had previously sent notifications of the upcoming service (which occurred on 3/22/24) to your phone number on file  on file on 3/20/24. You did not respond, nor indicate that you wished to cancel. .
  
  Part of the signed service agreement is the early termination fee, which states "Customer may cancel this agreement at any time by paying an early termination fee equal to 50% remaining value on the
  agreement. No refund will be provided for services that have been prepaid"
  
  While we understand you are frustrated, the language in the agreement is clear that the plan auto renews annually and the fee is owed if you wish to cancel services. As the term renewed per the signed service agreement, the fee is valid. We are happy to allow you to complete your term with us, and provide excellent mosquito and tick service for the remainder of the current agreement term if you would prefer to fulfill your agreement.
  
  -*******

  Customer Answer

  Date: 05/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21549516
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/30/2023

  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.

  Problem: Yellow jackets were observed flying in/out underneath the vinyl sidings on the exterior wall. ~20 yellow jackets were active in the basement.10/26 We called Environmental Pest Control (EPC) at ************ to ask for help.10/27 Inspector, *******************, observed the yellow jacket activities by the vinyl sidings and inside the basement. Inspector stated that: (1) the yellow jackets outside can be exterminated and their hive underneath the vinyl sidings can be destroyed by spraying pesticide underneath the vinyl sidings without the removal of the vinyl sidings, (2) there is no obvious entry point for the yellow jackets to get in the basement, and that the yellow jackets in the basement will eventually die within a week after exterior pesticide treatment. 10/28 Exterior pesticide treatment (i.e., spraying underneath the vinyl sidings) was conducted by the tech, ***********************. We were told we should see the exterior yellow jacket activities to cease within a couple days.10/30 We called EPC at 11:21 AM since we were still seeing yellow jacket activities around the exterior vinyl sidings, and the yellow jackets in the basement did not seem to die off. We were told we needed to wait for a few more days to see effects.11/6 Nine days after initial treatment, we were still seeing yellow jacket activities around the exterior vinyl sidings, and a lot of the yellow jackets in the basement were still alive. We called EPC at 10:52 AM and asked for remediation. 11/7 The tech, ***********************, came back to apply additional pesticide underneath the vinyl sidings and to spray some pesticide around the basement area where the yellow jackets congregated. We were told all yellow jackets in the basement will die within a few days.11/13 We still found yellow jackets buzzing in the basement. We called EPC at 1:46 PM and asked for the Service Manager. 11/14 Someone (private number) called at 12:59 PM, but was dropped by my cell phone call screening.11/14 We called EPC at 3:30 PM and asked to speak with the Service Manager again. Someone (private number) called at 4:20 PM but we got disconnected. We called EPC at 4:24 PM and asked for the Service Manager to call us back, requesting that EPC should keep trying even if my cell was busy. We didn't get any other call from EPC since 11/14 4:20 PM.11/17 We killed and vacuumed 2 yellow jackets in basement. We called EPC at 12:35 PM and asked for the Service Manager. We were told that someone will call us, but didn't hear from anyone.11/22-11/29 We were still seeing yellow jackets in our basement which we have to kill ourselves.11/29 We called EPC at 10:45 AM and asked to speak with someone in charge of EPC, and was assured by the representative that the Service Manager of our case will call/text/email us back. No one called us back.

  Business Response

  Date: 12/05/2023

  It was a pleasure speaking with you on 11/30/23 regarding your concerns at the home.  During our call I believe we discussed all of the concerns outlined in your complaint, including the communication breakdown and the reasons that you may be seeing the random yellow jackets in the basement of the home.  Our solution was to connect you directly with our Service Manager so that he can meet with you in person, as we seemed to have problem with his phone calls connecting with you.  We discussed (at length) the overwintering process of yellow jackets, the possibility of seeing activity in your home, as well as your concerns regarding the end of the overwintering process when the weather begins to warm back up in the spring.  I hope during our call that it became clear that we are dedicated to you, and we plan to continue to work with you to resolve any pest issues that you have.  During our discussion you informed us that you were leaving soon for vacation, so we scheduled an in-person meeting with our Service Manager so that he can meet with you when you return; that visit is scheduled for 12/13/23, and a confirmation email of that visit was sent to you on 11/30/23 following our phone call.  If there are any other concerns that you have, please do not hesitate to reach out to our office directly so that can properly assist you with your pest concerns.

• Initial Complaint

  Date:10/17/2023

  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 ******* ****** signed contract with ENVIRONMENTAL PEST CONTROL company regarding the pest at my house mostly about cockroaches. The inspector came for visit prior singing the contract and explained for me that they will do to help up with the problem. I agreed with their service that he explained for me and I signed the contract which is nothing there about the service they will give me. It is just about charges that they will charge me and cancellation fees and etc but nothing about their responsibilities. The initial service it needed moving furniture and it supposed to be whole the house get treatment in same ( at their inspector explained for me) so no safe place for the pest to hide there. But unfortunately the technician skipped the basement! Just did 2 upstairs floors and didn't go to the basement at all when my tenants were waiting for him, no show up at all! When I called the company they gave me another appointment and it supposed to be treatments for full the house but again on second time they just did the basment and results is all over upstairs since they did the basment is cockroaches!

  Business Response

  Date: 11/08/2023

  **. *******,

  I did take a look at your account - we do not service this property - ****************************Bethesda, MD*******. We do service a property at ******************************** Gaithersburg, MD********** under your name.  So I am assuming that is what you are referring to.  If you are unhappy with treatment we stand by our warranty.  You are still under contract.  All you need to do is contact the office at ************ and we will come back to treat the home. It is not uncommon to continue to see roach activity as roach problems can continue depending on the extent of the issue.  We however standby our treatments and will continue to treat until the problem is resolved. Be aware that we have only been treating at this property for 1 month and you shouldn't expect the problem to be resolved in that time - especially considering your property is a townhouse that is sharing a 2 walls with other tenants. Unfortunately if one of these adjacent homes is extremely uncleanly you may continue to deal with these roach problems regardless of how well we treat as we obviously have no access to be able to treat in the adjacent townhomes.  Please direct any further requests to our office [email protected] or contact us via phone at ************.  If you are unhappy and would like to cancel you always have the right to do so and can contact our cancellation department at [email protected].
  
  My recommendation - continue with treatment. Roach problems in townhomes can be tough, but we will get to the bottom of it. If you are a landlord we recommend you contact the office and give us the tenants info as well sometimes that can help cut down on the back in forth between tenant and Landlord and then you don't have to deal with the hassle as much. You can set that up by contacting our office.

  Thanks,
  *************************
  Owner

  Customer Answer

  Date: 11/09/2023

  Why the technician skipped the basement? Why twice they came didn't treat the full house according the contract?! Why they didn't do job in right way according the contract so if we want to cancel the contract we have to pay cancellation fee!

  Customer Answer

  Date: 11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Date Sent: 11/9/2023 4:20:51 PM
  Why the technician skipped the basement? Why twice they came didn't treat the full house according the contract?! Why they didn't do job in right way according the contract so if we want to cancel the contract we have to pay cancellation fee!
  
  Regards,
  
  ******* ******

  Business Response

  Date: 11/14/2023

  We are happy to get back out and treat the entire house if you are still having issues.  Just reach out to [email protected] - request a warranty to treat the entire home and let them know you are still having issues and we will treat it for you.  Continue roach activity as I mentioned previously is not uncommon in the first few months of treatment.  We will continue to take care of the issue per your signed agreement. 

  I have attached a copy of the agreement. 

  Thanks,
  *************************
  Environmental Pest Control

• Initial Complaint

  Date:12/08/2022

  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 contacted Environmental Pest Control to take care of a mole infestation in my yard. The inspector came out on 26 October, and the actual service took place on 31 October (after they canceled another day because equipment wouldn't work). ****, the tech, who was great, mentioned that if we saw any sign at all of activity after the thorough fumigation treatment, to just call and they would take care of us.After about a week, mole activity tripled in the treated area and spread beyond to other areas. I called the company on 12 November, and the lady who answered told me in a grave tone that nothing about a warranty was on my paperwork. I told her that if it was a separate option, I would have paid for it, but was told that the work was "guaranteed." She said I should talk to the inspector, as he might be able to help me out. She would have him call me back. I didn't hear anything, so I call again on 15 November. He then called me back, and sounded very sympathetic, saying that he would get me squared away and would work something out with his boss. He would call me back, not to worry. Not hearing anything, again, I called him back the 18th and 30th of November with no answer. I tried again to no avail on 2 December, then called the company main line again. Another lady told me she would look into this and call me back. Just at that time, the inspector texted me, asking who I was, then remembered, and said "the company should have reached out to you no warranty on the job. My boss said re-treat is going to cost." I still haven't heard back from the main office. As you can see, I maintained a steady pace of keeping in touch with the company, and they disregarded my situation and their failed work, routinely not calling me back and not delivering on promises. In addition to them telling me the work was guaranteed as detailed above, their website even says "Protection plan with 100% guarantee"

  Business Response

  Date: 12/19/2022

  *******,

  So sorry to hear that you are still having issue with the mole and voles around your lawn.  We typically recommend that customers do not simply fumigate only, but rather follow up with our monthly mole and vole service after initial treatment.  You are correct that if you simply fumigate one time without some sort of ongoing service you risk more mole and voles still coming back into your lawn after the initial treatment kills off the ones within the treatment area.  If you have a large population in the area around where you live this can certainly be the case.  It does sound like there was some miscommunication from the technician, so I apologize for that, however the agreement (see attached) clearly states there is no warranty on a 1 time fumigation.  I would be happy to waive the cost of your first monthly mole and vole service if you would like to get signed up for the monthly treatment as a way providing an olive branch.  If during regular monthly treatment the moles persist we can offer an additional fumigation as part of the warranty at that time.  Let me know if you would like to take advantage of this offer.

  Thanks,
  ***************************

  Customer Answer

  Date: 12/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  I appreciate the "olive branch," however - I spent a lot of money on what was represented by your tech as guaranteed, and that specifically if there was subsequent activity you would "deal with it," and another employee (inspector) told me he was going to have this issue "taken care of." Then you guys drop me and act like I should know better - if your tech had said at the start there was a plan or some additional option for me to ACTUALLY FIX THIS, I would have taken it right then  and there.

  
  

  Your solution, however, is after accepting my money for a completely failed service, to ask me to do MORE business with your company over the coming year (first month free, granted).  No thank you.
  
  I would like my money back, and at the very least hope that BBB keeps this review up.  Sorry to be so steamed, I am normally very easy-going.  I just don't think you are doing business in a fair manner.  It doesn't need to be this way.
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 01/30/2023

  *******,
  Our technicians have no say over what is written in the agreement and they do their very best to take care of every customer. That being said the signed 1-time fumigation agreement clearly states no warranty. What a technician did or did not say to you has no binding on whether or not you are owed an additional service.  We apologies that your experience wasn't what you expected, I still stand by my offer to allow you a warranty fumigation free of charge if you sign up for monthly mole and vole treatment protection plan.  This is how we intend for customers to handle mole and voles around their home. The language you are pointing to on our website is for the monthly mole and vole protection plan and not a 1 time fumigation. Let me know if you wish to take advantage of this offer.