Complaints

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

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Insight Pest Solution NM has 4 locations, listed below.

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  Insight Pest Solution NM

  Federal Way, WA 98003

  
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  Insight Pest Solutions

  3600 Osuna Rd NE Suite 110 Albuquerque, NM 87109

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  Insight Pest Solutions

  215 Lincoln Avenue Suite 204J Santa Fe, NM 87501

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  Insight Pest Solutions

  400 Barbara Loop, Suite D-5 Rio Rancho, NM 87124

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:03/20/2025

  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.

  ***** ******** came to door with sales pitch to sign up for pest control. He stated they would pay cancellation for the current pest control service I have. I proceed to sign up for service and get no response when trying to submit the cancellation. I want my cancellation fee.

  Customer Answer

  Date: 03/20/2025

  Sales reps ***** ******** came to door with a sales pitch to sign up for service. He stated he would pay for cancellation fees from the current service provider. Number provided to submit the information does not respond to calls or texts. Company is dishonest. I am seeking to cancel service with no penalty or have cancellation fees reimbursed. Attached video of him stating this.

  Desired Resolution: Refund

  

  Business Response

  Date: 03/20/2025

  I have been texting with ******** and he let me know that he was trying to get this BBB complaint canceled. Everything has been handled by ***** and ******** is happy with the outcome. Thank you

  ****

• Initial Complaint

  Date:12/05/2024

  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 signed up for rodent exclusion and minor fix services with Insight Pest Control on Dec 3. The service included an initial inspection, sealing of holes and gaps, and the exclusion of mice in our crawlspace and attic, along with a detailed report with what's going on, where needs to be fixed, and actions have been done. I purchased the initial service for 99 and an 11 month subscription at 59 per month with a 10 percent discount, totaling ******. The technician came on Dec 4 but did not seal any holes or conduct a proper inspection. He lacked the experience to perform these tasks, as he had only started this career two months prior. Instead, he left some mice traps and left our attic entrance wide open. This caused mice to enter inside of our house, worsening the situation. On Dec 5, I called customer service to complain. The customer service supervisor was very uncooperative and canceled my account without my consent. Instead of the initially agreed charge of 99 plus tax for the first service, she forcefully charged me 299 plus tax and closed my account. I explicitly disagreed with this charge. She ignored my response, stated she would charge 299 plus tax and close my account, and then hung up. I called customer service again, but they said ******, the supervisor, has the final say on the price, regardless of my agreement, and ended the call. I did not ask for cancellation/close of my account, but she forced to charge 299+tax without my consent and closed anyways. I called the customer service again right after she hung up. The customer service informed me that their supervisor can have any decision by her own without customer consent.This is unfair and violates consumer rights. A merchant cannot charge an amount the customer does not agree to. I never asked to close my account. The merchant unilaterally closed my account and charged an amount I explicitly refused. Please protect customers from unauthorized charges and unfair treatment.

  

  Business Response

  Date: 12/10/2024

  Let me first say that we are sad that she is unhappy. She has worked with a lot of us and we have tried, to the best of our ability, to help her and to do the best for her. I realize she does not feel that way. Her main concern was help with rodent exclusion work and minor fixes. There seems to have been some confusion on the exact service she was hoping to receive, but I listened to 2 of the 3 sales calls and our salesman did offer her the service that best aligned with her request, as she said, I want to have the rodents killed and kept from coming in my home. She also wanted a very detailed report of our findings and what our service consisted of. She had already asked another company for this same thing, and did have a report from them, but they couldn't get in to do the service so she called us. She did show the report to our technician while on site saying that she wanted the same kind of report from us. In general, with the service she signed up for and others from our company, we do not provide formalized reports of that nature, however the technician was willing to work with his manager to get her a more detailed report. Due to it being outside our usual scope, it took more time to complete than she had hoped. Per his regular report, the technician did let her know that he did not find any new activity or any exclusion work needing to be done. He laid traps, put out a bait station, and checked both the crawl space and attic. During this, he did find dead rodents that were trapped in another companys traps, and he did not find any new activity. However, she was not happy with his service, and she said that he was not experienced enough to do a thorough job. We did offer to send out our Tech Manager to check his work and see if things were missed, but she just wanted her money back and was very upset. Our technician did admit he accidentally left the attic door off, inadvertently, as he was standing with the husband going over the service, and when they were done taking he left. He did go back the next day and put the attic door back in, apologized, and serviced the interior of the home; a part of the service that they had signed up for. I see she said that she did not ask to have her service closed but she did say we need to cut ties and that we are not the right service for her, so that is why we closed the account. As far as the charges, she did pay us for a full year up front. When the account was closed, the Supervisor let her know that because of the service we did, she would not get a full refund. We did offer her quite a good discount for a one time service. Our one time services for rodent control are usually$499 plus tax, but she was given an amended price of $299 plus tax due to concerns with the attic door and possible miscommunication at the time of sale. The statement "our supervisor can make any decision on her own without customer consent is interesting as we usually don't say those things and try to work with the customer, but I do understand when things are not going great, things can be said incorrectly or misunderstood. Muqiu and I were able to come to an agreement where we would no longer service and I would treat her appointment with us as an inspection, even though we did do work, and only charge her $99 plus tax. So we refunded her another $220 and she will have only paid us the inspection fee. I hope with this refund she can find some peace.
  

  Customer Answer

  Date: 12/15/2024

   
  Better Business Bureau:
  
  First of all, I accept the refund from Insight Pest Control. However, the response from business does not contain full facts. I'd like to respond my side of fact, given I already expressed those facts with their employee who handled BBB responses.
  
  1. Insight pest control kept emphasizing "They did the work". In an analogy, is similar that an office worker went into office but did not do anything. I requested inspection, detect the problem, kill the rodents, and seal up any open cracks/holes. But the technician was only able to put down traps but not able to detect any problem. As he said he did not find new activities, but we found other 3 died ones by ourselves later. This is contradict with what the technician said. 
  
  2. In the call with the salesman from Insight Pest Control, the sales offered "change insulation", but that's not work I was looking for. I explicitly expressed: I want to do inspection, detect problems, sealing up the gaps and holes, kill the rodents, and keep them out from the house. I did not ask for changing insulations. I expressed my needs, and the sales person sold their pest control service to me and informed me that the service she sold fits when I needed. However, when their supervisor called me, she informed me that their inspection team can come another time and have a report with what are the remaining problems are.  The work from that report would be charged differently. That's the point of time I expressed "this is not service I was looking for". I AGREED the tech manager to come on 12/12 when I was on the call with Insight Pest Control supervisor on 12/5. After  the supervisor told me that they would charge differently for the actual service that I requested, I expressed this is not the service I was looking for. 
  
  3. I even dont know the expression of cut ties in the call with their supervisor, how come I can express this phrase in the call? You can refer the call on 12/5 for the whole communication. The service that Insight Pest Control kept emphasizing was not the service that they promised me to do either. Please refer to the call with sales on 12/3. 
  
  4. I expressed explicitly that I do not agree with the charge of one time service at 299+ tax. In this scenario, the supervisor should either leave my account open or ask me further for a reconciled position. Given I refused explicitly, the supervisor still charged the 299+ tax and hang up my phone. I called the customer service again, but their customer service expressed that the person who closed your account is the highest level that you can reach in the company, and she has the final say regardless what you say. Bye, then hung up the phone. Insight pest control did not do the service that has been promised even for this one time visit, and the charge is not reasonable for a service that almost nothing was serviced.  

  
  Sincerely,
  
  Muqiu Ma