Complaints

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:03/13/2025

  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 am filing a formal complaint against Natura Pest Control due to their unfair business practices and lack of customer consideration.I signed a contract with this business but was unaware of certain details at the time. Over the past six months, I attempted to cancel my agreement multiple times, yet I was still charged despite not receiving any services. When I reached out for a resolution, I was met with a complete refusal to negotiate and was instead told I must pay an additional $150 to cancel.What is most concerning is that this is a local, family-run business, yet they have treated me as just another number rather than a valued customer. They have shown zero flexibility or willingness to acknowledge my situation, and instead of working toward a fair resolution, they are now threatening to send me to collections.I find this practice unreasonable and unfair, particularly given that I did not receive services for months. I am deeply disappointed in how they handle customer concerns and believe this should be brought to consumers attention to prevent others from experiencing the same treatment.I would appreciate any guidance on how to proceed with this complaint and ensure that Natura Pest Control is held accountable for their poor customer service and rigid policies.

  

  Business Response

  Date: 03/13/2025

  This is the email communication to our customer, where we attempted to explain the situation to her in the clearest way possible.
  

  *******,
  
  
  I'm sorry you feel things haven't been clear in the services you agreed to with Natura Pest Control. We pride ourselves in our transparency and the effort we go through to communicate as clearly and as often as possible.
  I've looked over your account and service history, as well as the dozens of emails, phone calls, text messages, and service visits that we have sent in an attempt to contact you.
  Below I'll address your concerns directly, one-by-one so we can avoid any further confusion:
  
  1. You told us you were never made aware that you would be billed monthly for your quarterly services.
  This was actually explained quite clearly by ******** in the original conversation she had with you over the phone on May 22nd when you first called to inquire about services. It is also outlined very clearly in our simple, single page agreement which you signed electronically prior to your initial service. There is also a calendar on the agreement that perfectly outlines the schedule in which you would be billed, as well as serviced. We also explained it again in a response to an email you sent us on July 11th, 2024, to which you never replied. It was explained once again in a response to an email you sent us on November 11th, 2024, to which you never replied. It was also explained again in a response to an email you sent us on January 16th, 2025, to which you never replied. It is also made clear by the monthly invoices that have been sent to you via email. 
  
  
  2. You told us you only received one treatment, and that nobody else has come to your home.
  You have actually received three treatments. One on May 24nd, 2024, another on June 5th, 2024, and another on August 21st, 2024. We also sent a technician to your home to discuss payment with you on December 4th, 2024 @ 11:22am, December 12th 2024 @ 12:03pm, December 31st 2024 @ 9:54am, and January 16th 2025 @ 1:40pm. These home visits are confirmed by both vehicle GPS monitors and dash cams. These are also in addition to the monthly emails, voice, and text reminders that were sent to you regarding your upcoming treatments and overdue balance on your account. 
  
  
  3. You told us you had asked several times to cancel service.
  On November 11th 2024 you sent us an email requesting to cancel. We responded by reminding you that you signed up for a 12-month agreement and that there would be a cancellation charge. We then inquired if you would like to continue service or pay the cancellation fee. You never responded to this email, so we had no way of knowing how you wanted to proceed.
  On January 16th 2025 you emailed us requesting to cancel. We responded by reminding you that you had signed up for a 12-month agreement and that there would be a cancellation charge. We then inquired if you would like to continue service or pay the cancellation fee. You never responded to this email, so we had no way of knowing how you wanted to proceed. 
  We also sent you 35 emails between August 23rd, 2024 and January 16th 2025 regarding your service, invoices, and overdue balance. 
  We also texted you on November 21st, December 16th, and January 16th regarding your service and balance, to which you never responded. 
  
  
  We have been very transparent in your service & billing schedule, and have gone above and beyond in our attempts to communicate with you to resolve whatever concerns you may have. Our agreement is kept to a single page so that we can keep its terms and conditions concise and clear to avoid confusion. You signed the agreement making yourself subject to its terms and conditions. I'm sorry that you feel this is a "slimy" or "sleazy" practice, I would argue that the way we do business and treat our community is the furthest thing from slimy or sleazy, and I feel I have adequately demonstrated the efforts we take to be up front and honest. 
  Per the terms and conditions to which you have agreed, and which have been clearly explained to you on multiple occasions, you are welcome to cancel your account effective immediately for the cancellation fee of $150, which is equal to the discount you received off your initial service when you signed up for 12-months of service.
  
  If you choose not to respond, or fail to remit the cancellation fee as outlined in your contract, then we will proceed to fulfill the terms of your agreement by following the applicable monthly billing schedule. 
  
  
  Please let me know how you'd like to proceed.
  
  
  Thank you,
  
  
  ***** *****
  General Manager
  Natura Pest control 

  As stated above, we sent over 35 emails/text messages to ******* to resolve her balance and other issues. We would have loved to have received communication from her responding to those emails, so that we could resolve this issue. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23061600
  
  I am rejecting this response because:
  
  The company has demonstrated the exact reason for my complaint. They refuse to make any exceptions and continue to stick to their contract despite and customer being clearly upset. They are focused on profit and not providing a fair resolution. 
  

  All my requests have been stated several times. I want to cancel but I am not interested in paying any further fees.

  my request to cancel should be honored retroactively to my first request to do so. From there, the $150 fee can be applied. This request was previously made and blatantly ignored. 

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/13/2025

  *******,

  As has been said in multiple communications with you, we asked you repeatedly how you wanted to move forward when you brought up the cancelation of your contract. You did not respond to any of those emails with an answer for how you wanted to move forward. We have handled everything exactly as it was specified in the agreement, which was our only choice when you didnt give us any other confirmation. We have continued to try to explain this to you, but havent been able to be understood. We have both spoken this explanation and written it. As a business, we have to abide by the standards and expectations that we set forth at the beginning of our professional relationship, unless changes are otherwise agreed upon. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23061600
  
  I am rejecting this response because:

  No resolution has been offered.

  

  Business Response

  Date: 03/13/2025

  The reason that no additional resolution has been offered is because at this point we are dealing with the situation from a legal and contractual standpoint. The customer has chosen this route. We have canceled her account upon confirmation from her to do so. The charges that were on her account only include the monthly charges that were expected and outlined on her signed agreement, and the early cancelation charge that she agreed to. We have waived late fees, on the past due amount so that the only balance owed is the contracted charges. If the customer would like to pay off the balance of monthly charges due, upon receiving payment, we would be willing to waive the $150 cancelation fee that was charged to her account. This is what we would have offered had she waited to hear back from our manager as planned. 

  Customer Answer

  Date: 03/13/2025

  Complaint: 23061600

  I appreciate your willingness to be flexible. However, the core issue stems from the $332 balance, which has already been paid.

  
  I would be fully satisfied if this amount were refunded, and in return, I would proceed with paying the cancellation fee. Or the cancellation fee be deducted. 
  
  
  

  

  Business Response

  Date: 03/14/2025

  *******, 

  In addition to not assessing any late fees, we are willing to remove the $150 early cancelation fee. If you would like to move forward with this resolution, I can note your account, and make this adjustment as soon as the regular balance amount is paid. Please let me know. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23061600
  
  I am rejecting this response because:

  Im unclear why it keeps being mentioned that I need to pay a balance. I was charged for the balance of $332.64 on 3/7/25 as shown in my screenshot and mentioned in my previous conversations. There should not be an additional balance. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/14/2025

  As referenced in the most recent email communication, I confirmed that you have paid the balance. Thank you. At this point your only outstanding balance is the $150 cancelation fee. This is the fee that we can remove if that would resolve this issue for you. :)

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23061600
  
  I am rejecting this response because:

  I do appreciate the willingness to wave the cancellation fee. However, regardless of a contract and agreement, I had previously paid for the service I received. Having to pay an additional 6 months of service which I did not receive is pretty acquisitive. I would accept the response if this was addressed. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/18/2025

  *******,
  

  We actually serviced your home 3 times. 5/21/24, 6/5/24, 8/21/24. All 3 of those times, you were home, allowed the technician to treat the inside as well as outside. Those service appointments, and well as the service notes were emailed to you.
  

  We also attempted to service your home on 11/21/24, 12/4/24, 12/12/24, 12/31/24, and 1/16/25. There were calls and emails made to you each time, but they went unanswered, and when the technician arrived, nobody was home, or answered the door each time. We do have records that the email notifications were received and opened by you, but there seemed to be no cooperation to let us perform your services. 
  

  I feel we actually made a great effort to continue providing the services that you hired us for. Despite this, we are still willing to waive the cancelation fee, and part ways as friends. Your balance is paid with exception to the cancelation fee. We dont want to fight with you. This is our offer to resolve the issue. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23061600
  
  I am rejecting this response because:

  I have acknowledged that my house was serviced three times, that was never a rebuttal. However, the only reason my house was serviced three times was because the insect that was my main concern was never eliminated or even reduced. Even after the extra visits.
  

  The information regarding someone coming to my home several times is completely falsified information. I have voicemail stating no one would come because my balance was past due. Additionally, I have several cameras surrounding my home. I am 100% aware anytime someone comes to my door and have the recordings to back that.

  I also do not want to fight however you continue to provide these irrelevant and inaccurate logs. It is infuriating that your greed is so apparent you are unwilling to put all factors aside and make an exception for a customer who is clearly very upset. The funds that were taken from my account unexpectedly are a minute amount for your company versus to a mother who simply needed the funds to buy basic necessities.

  
  Sincerely,
  
  ******* *******