Complaints

This profile includes complaints for Mosquito Joe of Northern Prince William County's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mosquito Joe of Northern Prince William County

  2628 Logmill Rd Haymarket, VA 20169-1216

  
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  Mosquito Joe of Northern Prince William County

  5501 Merchants View Sq PMB 757 Haymarket, VA 20169-5439

  

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:09/06/2022

  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.

  This a mosquito termination and control company that used to be great under the ownership of ****, now with ****** it has gone way downhill fast! For the last 4 months we have given them more than 3 chances each month just to show up when they are scheduled to, nope, how about show up when they say they will, nope, or even return phone calls or emails, barely. Their office staff can't handle simple task, and has lots of empty promises. The sprayer was caught leaving without doing the backyard, we have cameras on property. They have the worse customer service, basically lacking skills of returning emails, phone calls or even communicating properly. And how do you get bit by mosquitos 1 day after your yard is sprayed, they have for sure watered down their concentration to the minimum. I contacted corporate in Va Beach VA  twice with no response. I would like my money back.

  Business Response

  Date: 10/03/2022

  We find it upsetting to have a complaint like this after we responded to the customer numerous times.  As the current owner, I personally visited the customers residence, once meeting physically with the complainant.  In addition, I spoke with the Husband. In each instance I was able to maintain a diplomatic demeanor as I had to deliver difficult news for the wife.  This family lives in an area where only some of the mosquitoes are coming from their property.  They also have neighbors with unknown sources of standing water, they have a creek 100 feet behind their property, and since they are a landscape company, they have a tremendous amount of attractants, i.e. flowering plants, that bring the mosquitoes to them.  In addition, the wife seemed shocked to learn that the winds and storms we were having also brought mosquitoes from thousands of yards away to their property.

  Regarding the scheduling of our treatments, we are unable to spray while it is raining. This season, and during the July and August time frame she is upset about, it was unlike any other in Northern Virginia.  In fact, rainfall was 5 inches above average in July. We attempted to schedule services based on local forecasts and were often in the field when an early afternoon storm appeared.  It is our policy to notify customers as soon we know we will need to reschedule on account of rain. Truthfully, most customers don't see this as a problem and appreciate knowing that we will keep trying to find a dry time to make an application.

  We advertise on our website and whenever a customer speaks to one of the Operations Staff, that our treatments will never eliminate every mosquito or tick or flea.  Our applications work in stages: After the first application, customers should see a 75% reduction in the mosquito population; after the second,an 85% reduction; and following the third, a 90-95% reduction.  So even at 95% which is where this customer was at from the applications and free resprays, there will be mosquitoes and if you are a person who is loved by these blood suckers, there is going to be a bite at some point.  More importantly,our door hangar, which is left with the customer after each application clearly states, that the full effect of the application takes 24 to 48 hours to be effective.  This customer complains that she was bit the very next day and well before our spray could get rid of as many mosquitoes as we promised. 

  I can assure you we were using the correct amount of product whenever we made an application to their property, and we have not changed the formula from previous seasons. Too not use the appropriate amount of product/gallon as directed on the label is an unethical practice I would never condone.  I firmly believe my technicians have this same approach to their job performance.

  When I looked at the historical record, two notable elements were evident.  First, during ***** tenure, this customer, at the same period of the season last year, asked for and received three booster resprays an element of our service model. We do these resprays for free.  This season, I let them have another three resprays before I went to personally visit and assess the situation because they declared that the wife was bit by a wasp. Wasps are not a stinging pest we make any guarantee for, and they did not take any of my advice on how to reduce the presence of wasp nests at their property.  You see the results of my assessment above.  Second, this customer had become a late to pay for services and was a payment behind at the time she started her **** and ****** bashing campaign.  Because of the threatening communications of the complainant and a relationship that I assessed as unfixable, on September 7,and before she began her get her money back effort, I had already communicated twice with the Husband that I was wiping out their debt to our company and effectively letting them Keep Their Money.  Our responses to their **** and ****** reviews also indicated that we were wiping out their debt.

  Finally, I spoke with the technician that was at the home and described in the complaint as leaving without doing the ‘whole job.”  His explanation was that he moved his van so they could get into their own driveway (and so he could leave when he finished).  What is missing from the complaint and found in communications with the complainant is that the response was “I still have to do the back yard.”  I don’t think my technician had a reason to lie because he didn’t know about the customer accusations when I talked to him.
  Sincerely,
  Dennis C***********

  Owner, Mosquito Joe of NPWC