ComplaintsforInnovative Care of the Environment

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ICE (Innovative Care of the Environment Inc.)to get rid of rodents in our attic in January of this year. It took some time for the rodents to die as expected. This fall, rodents have returned. There were two invoices one for $141.25 for mouse treatment and inspection and another visit to put a metal screen on chimneyes to prevent further infestation for $502. We have had subesequent rodents return this fall. I have contacted them numerous time to come back and fix the problem to no avail. In addition, they commited to respond via phone and did not call back with a solution. In addition, there original quotation was for $2821.85 for a number of items some of which had nothing to do rodent infestion. A number of these were inspected when we did the roof some 5/6 years ago. The house is cinderblock with a brick vineer. The company has been uncooperative and unwilling to do a on site visit to correct the problem. According to their voice mail, they are the top three in their industry with the BBB.

  Business response

  13/10/2022

  Dear Mr. ****** and BBB

  Unfortunately Mr. ****** has  reported incorrect service information to the Bureau *** ** ******* ** ********* ******* ** *** ***** *********.

  Mr. ****** NEVER received a mouse treatment from ICE.nor did he pay for one ...the $141.25 fee was for an inspection of his entire roof, which showed areas of concern for Wildlife entry and areas where mice might get in. ONLY.

  The fee of $319.96 + hst which he he paid was for screening chimneys only.    Nothing to do with prevention of mice in house or eliminating the mouse infestation that he has.

  Again I must reiterate we did NOT do a mouse treatment  What he is asking for is a free mouse treatment

  ****** ****** ***** *********....Thank you

  Denise * S.

   

• Initial Complaint

  23/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 9th I had called ICE regarding a woodpecker issue at my home. Spoke to Kendra on the telephone, very pleasant recommended a solution advised very successful, have never received a call back regarding further problems once these were installed but no guarantees. Nathan came out on November 11th, very pleasant as well, installed 3 distractors heard the same story how successful these work, never had a call back, shouldn't have any further issues paid my $540 and the woodpecker was back in less than a week making new holes on the same side distractors were put up. Although I respect "no guarantees", the solution was sold under false pretenses with the ultimate scapegoat being no guarantees. This wasn't weeks or months after the install, this was 6 days. It can't be that I have the only woodpecker in the GTA that sees through these tactics but they worked for everyone else. Stand by the products you sell and the work that you do rather than pointing to your "get out of jail free card" of no guarantees - this didn't even come close to working but you still kept my $540.

  Business response

  31/05/2022

  Business Response /* (1000, 5, 2021/11/23) */ Dear ***** You received a quote for 5 scare tactics and repairing holes at a cost of $1271.00 You opted NOT to repair holes and only purchased 3 scare tactics only at a cost of $480.00 + hst You were informed that due to the fact woodpeckers are highly protected by the ministry, our hands our tied on what we can do and what we cannot do. Scare tactics comes with Zero guarantee as you were advised and confirmed in your email. We have installed hundreds of scare tactics with the same information you were given that we absolutely cannot guarantee success. You were aware of that. We offered to install the 2 additional that was on your original quote and have not heard back When reviewing your quote, we realized that because you broke up the quote you did not pay for the install or the inspection fee You only paid for the 3 scare tactics and 2 less than what we recommended and suggested. The solution worked for 6 days as you stated...if the other two were installed it may have worked longer. Again we cannot guarantee only rely on the success we have had with others over the last 20 years. 80 percent have been successful when the clients allowed us to complete the work as quoted...not reduce it or pick and choose and break the quote up. You chose not to go with quote and left the holes open for an undetermined amount of time as you stated you would do that work yourself We can still offer you the additional scare tactics and hopefully that might deter them, however, again there is no guarantee. Our staff was very honest and told you numerous times that we cannot guarantee scare tactics as we are dealing with wildlife and nothing is cut and dry when it comes to situations where there is no permanent solution, especially with endangered or protected species. If you need any further clarification please do not hesitate to contact us. Consumer Response /* (3000, 8, 2021/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I agree that I choose 3 rather the 5 scare tactics but I was also advised that, that should be ok by the installer. To be clear, the woodpecker created new holes within the vicinity of where the scare tactics were. I question, if the two additional scare tactics would have made a significant difference as I watched the woodpecker skirt around your scare tactics like they were non existent. What I found interesting in your response, however, and completely new to me was "80 percent have been successful". That messaging was never once relayed to me. What I heard from your staff was "we bring these things up from California and we have never had any call backs after using them" and "I haven't heard of any issues" and then "you know we can't really guarantee" - quotes being used as actual messaging. Making the ultimate customer believe that the "no guarantee" caveat is irrelevant because these things work. My decision to proceed would have most likely been changed if everyone was transparent (as you are in your response) from the beginning with your 80% success rate and the "absolutely cannot guarantee success" and back to my point of selling something under false pretenses.

*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. ↩