ComplaintsforCook's Pest Control, Inc.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had expected a one time service to rid my house of a few mice. They instead after they fact that it was a 15 month ordeal. They intentionally deceived me and the supervisor, Austin was rude to me when I tried to have the problem resolved. They also added other services that I did not ask for, example is spraying for bugs outside.

  

  Business response

  05/06/2022

  We will contact Mr. **** immediately to resolve the misunderstanding with the agreement that was signed.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried set up account had a sales rep call me and set up everything. He said someone to call me to select service. I spoke to him and told him I worked Monday thru Friday from 9:00 AM to 7:00 PM they had to call after those hours or on Saturday I am free anytime. I don't conduct business on Sunday. He said no problem however cooks would call Monday thru Friday 9 to 5. I would even Text this cell phone to call me after or on Saturday. They refused. I am not allowed to have cell phone on me during work hours. ONLY CAN CONTACTED AFTER 7:00 PM Monday - Friday or anytime Saturday I do not conduct business on Sunday or answer my phone on Sunday.

  

  Business response

  04/05/2022

  I reached out to the customer yesterday by text message and will contact the customer after *******. tonight to address the concerns.
  *************************** (Sales Team Manager)

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a customer of Cook's Pest Control for 40 years. When I built my house on Green Mountain 18 years ago, I employed Cook's for termite protection. A few years later, Cook's switched to Centricon termite control (a bait system) which I paid to have installed and signed a contract for quarterly service to inspect the bait traps and treat as needed. I had occasional trouble with the technicians not tightening the bait stations down enough and my dog would dig them up. Cook's was always responsive in correcting the problem. I have been in the hospital a lot and I have 2 bait stations that my dog got up and they have been laying there for 6 months, they should have been caught if they were indeed providing quarterly service. I pay $125 a quarter for service. I called the South Huntsville office today and they said "oh the reason is we have switched over to yearly inspections." I informed them I have a contract for quarterly inspections and I have a contract and they cannot unitarily change that. I was referred to the termite manager who was not available. Basically Cook's charges me 4 times as much for a once a year service. I respectfully request the BBB determine how a company can unitilarity change a contract. I will now pay 4 times what I did for their service. I was never contacted about a price increase or a change in service. Their service has seriously degraded over the past year and they are ripping people off. Thank you,

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/23) */ Left message for customer on the 21st as well on the 22nd at his home phone and cell phone. Emailed customer on the 23rd stating: Hi Mr. (Customer's Name), we received your comment through the Better Business Bureau. We thank you for being a valuable customer of Cook's Pest Control and we apologize for any inconvenience you may be experiencing. In regard to your comment, the quarterly payments you have been paying for 10+ years are in no way correlated with the timing of your service that you receive. The fee that you pay for your termite protection is an annual fee that we give our customers the benefit to pay in lower amounts on a quarterly basis. Sentricon continues to improve which allows us to inspect and monitor the stations less frequently than we did when Sentricon first originally came out. Offering you the benefit of less disturbance on your property while still providing you the best protection Cook's has to offer. Please feel free to reach out to me anytime to further discuss your situation. Thank you and have a blessed day.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have signed a contract with Cooks in May 2021. They have maybe been to my home to "treat" maybe 7 times. They don't treat properly. Only baiting no spraying. Pest were getting out of control and no one was returning my calls finally almost a month later I spoke with management . He agreed that they messed up and come out to spray, he said he would be back next week (this has been almost a month) and I haven't heard from them since. I have tried to cancel my service but they say I am on a contract but yet they don't come out to do what I pay for.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/27) */ Called Ms. ***** on 12/27/21 and spoke with her concerning the complaint. We agreed to refund her the last payment and are performing an on site follow-up tomorrow. After the on-site service call, we will schedule weekly follow-ups with Ms. ***** until the issues are taken care of.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cook's Pest Control consistently has technicians and employees send me text messages and emails stating, "I owe money and must immediately pay". I have ask Cook's to provide me with a written statement showing any monies I may owe and please do not have technicians or employees send me coercive text and or emails stating "I must immediately pay money". They continue to do so and refuse to provide me with any written statement.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/02) */ Customer was emailed a copy of his 2021 payment history and a copy of his current due invoice. We used the email that was on his account. Consumer Response /* (3000, 7, 2021/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cook's Pest Control failed to respond to numerous request to provide me with detailed invoices regarding these billing issues and only did when this complaint was filed. I have attached the SMS text stating "I owe money" (redacted), their email stating" I owe money" and my response (redacted) & their invoice showing their miss application of my payments and their explanation (redacted). Cook's decision to have technicians and management send out harassing texts and emails demanding money creates fear and anxiety in their customers. Their refusal to provide consumers with simple invoices is a conscious decision to use the above tactics to collect money without ever providing proof of what services are being billed. Business Response /* (4000, 9, 2021/12/14) */ Mr. ******** has now paid money owed and I have called and texted. His response was he would call me. Consumer Response /* (3000, 11, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once Cullman Cook's Pest control finally, after numerous requests, provided me with an itemized billing statement showing that they, Cook's, had misapplied one of my payments leaving a balance, I paid the balance. Shortly after that payment had been made and receiving notice that Cook's had received the payment, I received another invoice stating, "I still owed the money". End result, if consumers choose to use cullman Cook's Pest Control be prepared to be constantly billed ,without itemized statements, for services that may/may not have been paid and correctly applied to their account. Business Response /* (4000, 13, 2021/12/21) */ We acknowledge our error of applying your payment to the incorrect service. This has been corrected and I apologize for this error.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had Cook's Pest Control services since late 2019 or 2020 as I began my services with general pest control. June 5, 2020 I paid a total of $1,350 up front for Brown Recluse services. The Brown Recluse service was delayed due to negligence on the part of a technician that did not take my accounts of spider and insect activity seriously over the course of several months. This act of negligence out my small child's health at risk, my pets and mine as well. In addition, I had several other services such as Mosquito, flea and tick, regular pest services with the inclusion of extended perimeter services at my home as well throughout this time until yesterday (November 9,2021). Over the course of my enrollment in services, there have been issues that were resolved on one level or another once brought to the attention of pest management. In the past all issues were resolved as I brought them to the attention of management. Over the course of 2019-2021 I have received surveys requesting feedback on services. In the past I completed the surveys that prompted the company to call and make improvements on services through problem solving. Yesterday however, I was told that my services were cancelled due to the last survey I completed. As a long time customer, this left me at a disadvantage financially. I felt as though I had been taken advantage of financially as well. I was given no other explanation other than they ******** local pest manager felt it was best to end services and part ways due to the negative rating given on the survey. As a business owner, it is known to be a best practice to resolve concerns from the customer versus taking their hard earned money and pushing them by the wayside. I asked Justin for proof that he could do this to me as a customer and it was never provided. I will file a complaint with the Better Business Bureau as my hard earned money was taken from me unjustly and simply because Justin disagreed with my opinion.

  

  Business response

  01/24/2022

  Business Response /* (1000, 8, 2021/11/29) */ I spoke with Ms.******** on Monday 11/29/21. We have settled on a dollar amount to be reimbursed to her due to unsatisfied services. This issue was resolved at 9:10 a.m. Monday, 11/29/21. Cook's Pest Control District Manager

• Initial Complaint

  10/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am currently a customer of Cook's Pest Control and have been for the last three years. I requested a Wood Infestation report, CL-100 form from this company to provide the new owners the current status. The company told me that it is mandatory to pay $150 for the report. I contacted the main headquarters to file a complaint with this ridiculous amount and they too said it is mandatory. In researching the CL-100 form for the state of Georgia, the report can cost between $45-$150, however, some companies can waive the cost if providing service to the homeowner. It would have been a great if the company could have resolve this issue by compromising with the cost of this report. Cook's rather lose a customer for life to resolve.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/05) */ I have spoken to the customer and explained we charge all existing customers the fee for the Wood Infestation report. At this time we will be making an exception and waiving this fee. She thanked me for this and stated she will continue to use Cook's in the future.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had service with Cooks since July, 2019. It was a 1 year contract to remove an infestation of roaches in the house. We were told after they came out and did the initial inspection that they normally take 4-6 months to remove the roaches. This went on for almost 2 years worth of service which we were paying every month for their treatment. When it was time for our treatment in July, 2021 I called their office to inform them my wife had Covid-19 (She's a nurse) and we were in quarantine. The Covid ended up going through my whole family with us being in quarantine for end of July and all of August. When I called to have them come back out in September now that we were healthy, we were told our service was cancelled because they can only suspend service for 1 month. I feel like we spend 2 years worth of service for nothing. We still have roaches that was NEVER cleaned, even though their contract guarantees it. I feel discriminated against due to us having Covid.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/09/20) */ My Pest Manager spoke with Mr. ***** on 9/16/2021 and explained that we would set his service back up however told Mr. ***** I would call him back on Friday which I did but Mr. ***** didn't answer so I left him a message to please call me and I haven't heard back. I will be trying him again today. Thank you Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Spoke with someone on the 16th of September. Have been waiting for a phone call from a manager about having paid for service for 2 years and still have pest problems. Cooks told me when I began the service it shouldn't take but a few months to remove the roaches. Have spent over $1000 dollars to this company with no resolution even after it been guaranteed when sold the service. They have no offered me anything except for me to keep paying for service that's not worked. Why should I have paid thousands for a service that they obviously can't clear out? I have wasted lots of money and they haven't offered anything to compensate except for their pest control that does Not work. Their response is they've tried to call me but I have not answered. They have my email address. I can be contacted via email if they can't reach me via phone. I have contacted their office multiple times myself and almost every time I am told their manager is in a meeting or gone for the day. It has gotten to the point of being given the run around time and time again that I only want a refund for their service I was promised that never received over the past 2 years. They misrepresented their service by their sales person stating they could get rid of the roaches within a few months and false advertisement. If I had known they could not remove the pests after 2 years, I would never paid for such. Business Response /* (4000, 9, 2021/09/22) */ We have tried to make contact with Mr. ***** several time and left messages for him to please return our call. Mr. ***** will not return our calls so I left him a message today that we will send him all of his money that he has paid for the year in services to us. We will be sending the check to him on 9/23/2021. Thank you Cook's Pest Control Consumer Response /* (3000, 11, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned before. I was guaranteed the pest cleaning and have paid for 2 years of service. Cooks response is to give me a refund for only 12 months of service. I attempted to call Cooks and ask for their manager again to let them know it was not acceptable and yet another time they were in a meeting or gone. I paid for 2 years (24 months) of service with horrible service. The pests were never gotten rid of and almost every month I had a new person show up and they didn't even know what pests they were treating for. Every month I had to explain our problem to a new tech. This is not professional from what is suppose to be a "professional" reputable company. I paid like $200 for first month of service to start the contract and $45 for each month of service thereafter. All of which I feel went for nothing . To unprofessional technicians that did not know how to get rid of the pests they were paid good money to clean out. Therefore, I do Not accept "Only" 12 months of refund. I want an entire refund for every dollar I've paid to this company. Including the $200 I spent the first month to sign the contract. If you are a company that makes their customers sign a 12 month contract like we had to then live up to your guarantee what the contract was signed for. If your company can not get rid of roaches in a 2 bedroom house after 24 months then you do not need to guarantees and make people sign contracts. Business Response /* (4000, 13, 2021/10/04) */ The original complaint by Mr. ***** had nothing to do with being dissatisfied with our service. It had to do with his disappointment with being cancelled which indicates he still wanted the service and was satisfied - otherwise, he would not have been upset. In addition, Mr. ***** is two years into service and now has a problem with it. When his disappointment with service results was expressed we far exceeded our formal agreement indicated in his service agreement by refunding him $540 for the first year. His agreement calls for one month plus 10%. Mr. ***** accepted this as he cashed the check on September 27th, two days before he recontacts the BBB to say he did not accept it. There is nothing else we have to offer Mr. *****.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cooks pest control account #XXXXXX I had a credit of $84.00 on account on 04/29/21 no service was provided on 5/17/21 and 06/18/21 but was charged. I also made a service call in July about ants in kitchen again no reply so I canceled service. I called to asked about refunding my $84.00 on 08'23/21 and 08/26/21 no response as of 08/27/21. I would like my fund's refunded and letter of apology totally unacceptable for service received. All payments were made in advance and months ahead of service all the time no excuse.

  

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/08/31) */ Customer issue has been resolved and the refund of $84.00 has been sent to the customer. Consumer Response /* (2000, 7, 2021/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have started receiving invoices for the services that were never provided to me. For last few weeks I have called your company at XXX-XXX-XXXX to talk to someone who can help me. I have also said that since I am working from home I might not be able to pick up the phone right then so please leave me a message and I will call right back. I have not heard anything from anyone. I also told them that I don't want the service or will modify it. You tell me how I can do any of this if no one call me. My last call was on Monday (8/2/2021) where I talk to a lady and she told me that no notes were made in the system regarding my calls. She also said that someone will call me. I have not heard anything since then.

  

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/08/09) */ On 8/9 I spoke with the Mrs. *****. She stated the service had been completed - she was unhappy about receiving monthly invoices and she prefers to pay a year in advance. She claims her phone calls were not returned, for which I apologized. Her account was cancelled due to a 2 month balance. The customer also has some other service requests which we are willing to agree upon. The customer and I agreed that her service will be reinstated and that we will remove the $86 balance on her account. Her account will be changed to quarterly and she will pay a year in advance. We will provide interior attic inspection on a quarterly basis. I believe all issues have been resolved between the customer and our office.

*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. ↩