ComplaintsforCook's Pest Control, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cooks pest control came on my property without my permission and ripped out my termite system for my home over a $200 bill that was due. I had communicated as much as I could and explained that I had been out of work and would handle the balance soon. On top of this I installed $800 automatic vents and a $750 moisture barrier with cooks both of which have about a 5x markup for what you can it yourself. I was also a loyal customer for 5 years. I question the legality of coming in my property unannounced without permission and ripping out a permanently installed fixture. I would like resolution and to know if there are legal questions here? I have called to speak with the district manager multiple times but of course in proper cooks fashion he will not return my calls. HIGHLY WARN AGAINST USING COOKS PEST CONTROL!

  

  Business response

  07/18/2024

  Hello, ******************** - Thank you for sharing your concerns. I'm very sorry to hear a 5-year customer feels this way about doing business with us. I've communicated your concerns to the District Manager of your local office. Since then, he claims he's attempted to reach you by phone and text message a few times now. I apologize that you weren't able to speak to him before submitting this complaint, but in order to pursue a resolution, we need you to speak to the District Manager. 

  Please return the manager's call using the information he provided via text message and/or voicemail. Thank you. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid my bill for the service on Monday July 8th with my cash app card. They had me on auto pay so my other bank account got charged. We called on Wednesday and they said it was an accidental charge and gave me a refund. Right after that I got charged again on the 10th. I called again and talked with a supervisor he assured me I was refunded but it has not posted. I ended up calling again this morning and was told it was refunded. I called my bank right after and they said I have not been refunded for the second charge. My bank told me since the second charge is pending that I can wait till it posts and dispute the charge. My bank account went in the negative due to this and I was also charged an overdraft fee. Im really wanting to settle this without having to dispute the charge.

  Customer response

  07/12/2024

  I was charged a 3rd accidental time. I had my wife send an email to cooks canceling our service because this is totally unacceptable. *** contacted my bank and disputed one of the charges now Im waiting on a charge they sent me last night to post to the account to dispute it as well. I had to freeze my bank account and get a new card. My bank advises me to prosecute cooks pest control for unauthorized use of my bank account/ fraudulent charges. I will be pursuing this with full intent. Like I said this is totally unacceptable. 

  

  Business response

  07/16/2024

  ****************** - I'm very sorry for your experience. We know how impactful financial errors can be on our customers, so we understand your frustration. As you know, we have refunded the amount you requested. We've also canceled your service per your email request. Again, we're sorry for any inconveniences we caused. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Account # ***** - ***************************** - 9/14/1999 I have been a customer with ******************** Pest ********************** since 1999. I have always paid my bills and have been a good customer. I have quarterly service and have maintained service from one residence to another. Recently I noticed my technician had not called to do my service I notified Cooks via email. They returned my call and said my account had been closed due to probably a computer clerical error? I informed the manager who called me that I did not cancel my services and was shocked this happened at no fault of my own he agreed. He said he would reinstate my account and have a technician call me but said it would now cost me more money??? Instead of ***** a quarter it would be ****** basically extorting me for more money when it was the companies fault for canceling my account for no reason. I want my service restored to the original price like I always paid on time and I think it is very unprofessional Outrageous and corrupt for a company to extort their customers for more money when the company made the mistake.

  

  Business response

  07/08/2024

  **************** - We're very sorry about the experience you've shared here and I completely understand your concerns. I have confirmed with your local District that the pricing of your service has been adjusted back to $83/quarter. We've addressed the issue with the manager you spoke with to prevent this from happening again. Thank you so much for making us aware of the situation, and for your nearly 25 years of loyalty to ****** Pest Control. 

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract dated March 29, 2023 for termite services, ant services, mosquito service, Pest Control services. When calling for repair to roof of pergola, construction said looks like termite damage. I immediately called Cooks and when they came out first time said it did look like termites and would be covered. I had other services come out to check and they agreed that it was most likely termite damage along with ant destruction and had not just happened. That it had been there for AWHILE to have created so much damage. We had protection to have our home monitored for damage and Cooks did not follow through. Also we had ants that never went away. We called many time and sprayed many times ourselves. Cooks would come out and squirt in areas we had to show him and ants would be back the next day. No ***** were ever applied as other services have now told us is required to get rid of ants. Cooks now say it is only water damage, but we were never advised that any moisture issues were noted. I'm sure this was never inspected or it would have been seen. Also as stated the other termite and pest control services have stated that it did not happen that quickly for that much damage. From what I have read in comments about Cooks currently, they always get out of doing anything. I am a 77 yo widow and I thought I was protected. I paid the year premium in advance and unsure how many times I had to have them out for services not done. With the full payed for services, ****, Ants, Termite, Mosquitos, I would and did expect a company that states a are a ***************** to do a complete and thorough job and if their employee has not done what he should have done and inspected and advised, then the company would be responsible. Cooks should pay at least a portion of the amount to repair my structure . The pictures of when we first discovered are some shown when we called cooks. The worst ones happened over a 2-4 weeks time. I have more pictures.

  Customer response

  06/18/2024

  The contract states ****** is responsible for moisture inspection.  If inspections had been done with a very small instrument, this would have easily shown damage of moisture. Per several professionals we have had to observe the issue, they all have stated the situation has been on going for a while and should have been reported to us. Also have stated that it does appear that most likely both termites and the moisture damage. 

  

  Business response

  07/08/2024

  ************** - I apologize for my delayed response. I hate to hear about the pergola damage you found. I understand these situations are frustrating and usually come at the worst times. I've reviewed your complaint with the local *************** and a representative in our *****************

  Unfortunately, there are a couple of things I need to clarify regarding your termite service. First, the pergola was never covered under the agreement. You'll notice in the attached graph that the pergola is not shown. You'll also see in the attached signed agreement that wooden structures, such as pergolas, are excluded from the guarantee. Second, when we conduct a termite inspection, our primary objective is to find evidence of termite activity. When we notice moisture issues, we usually communicate those issues to the customer, but locating possible moisture issues is not the primary objective of the inspection. This would be especially true for structures not covered by the guarantee such as your pergola. 

  I'm very sorry for the confusion around this. However, based on the information I just provided, we believe we are not liable for the damage to your pergola. Please let us know if you have any questions about this. Thank you.  

  Customer response

  07/10/2024

  We have recently found other areas of termite damage by a structural engineer. We are continuing to have further areas checked. Thank you..

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have canceled my service with ****** pest control, but they keep on sending bills for the service they didn't deliver. they even reported me to debt collector. i explained to the debt collector both in letter and through the phone, they understood and withdrew the request. but ****** pest control continues to send bills. I have contacted them numerous times, but to no avail. i consider this to be nothing else but a fraud.

  

  Business response

  06/18/2024

  Hello, Tibebu - 

  I sincerely apologize for how your service cancellation was handled. This was an oversight by our team and we have addressed this with the people responsible. You should not receiving any future bills from ****** post-marked after today. Thank you for allowing us to protect your home for over 2 years. 

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 29 May. 2024 termites were found while my gutters were being replaced. I notified Cooks and they sent multiple people out who stated since we cant see any sign of termites that there is nothing they could do. They did a poor inspection when they went into my attic they only inspected a ******************************************************************* mud tubes. Dry wood termites dont make mud tubes and are found in ******* So there was nothing they could do even though the termites were seen by multiple people. Now my issue is that they state they treat and cover termites, which is what they advertise, however they dont tell you that they dont have anything to treat dry wood termites so they couldnt treat my attic or facia. So another words they only treat for the subterranean type and not the dry wood type which is no where to be found in any of their advertisements thus misleading the home owner into thinking they are fully covered for termites but in reality they really arent. It seems that Cooks likes to play the whole since we dont see it, it doesnt exist thing. Especially when they really dont inspect.

  

  Business response

  06/03/2024

  ****************** -

  Thank you for bringing this to our attention. I can assure you that we are not intentionally misleading any of our customers and I hate to hear you feel misled. We had two of our staff entomologist look at the sample wood you provided and both confirmed there was no termite damage present. Despite no termite damage being found, you should know that the service agreement you signed with ****** Pest Control clearly states at the top of the first page that the service does not cover drywood termites (which are fairly rare for your area compared to subterranean termites).

  I understand being told you have termite damage is an alarming situation. I hate that this other party felt qualified enough to tell you the damage was caused by termites. We're very grateful to have you as a customer and would love to continue protecting your home from the primary threat of subterranean termites. Please let me know if you need any additional information. 

  Customer response

  06/04/2024

   
  Complaint: 21777127
  
  I am rejecting this response because:

  I was told by multiple professional gutter installers that quite a few termites not only fell on them but covered their arms and hands when they replaced several places of my fascia along the roof line.

  Also the piece of wood I gave your inspector he was busy plucking small parts of where it was being eaten away at, so it doesnt surprise me your entomologist didnt find anything.

  So they were scene by multiple people.

  When your inspectors came they only inspected a small 2 foot section of fascia and in my attic only a 6 foot section and stated that since they couldnt see any signs of termites in a 8 foot section of roof line they couldnt fine anything. 
  

  The inspector who went in my attic stated that since my attic wasnt finished and he didnt see any mud tubes they couldnt inspect the rest. This is far from a thorough inspection. So I guess Ill let the rest of my fascia get eaten by termites and my roof collapse because you guys inspect so thoroughly.

  Also my biggest beef is that on your website you state you treat and protect against termites. Nothing else educates the visitors to the reality that you only treat for one type of termite only when they sign your contract is that information displayed, giving a false sense of security when in reality they need to also be treating for other types as well.

  No warning or education to the customer by your company at all.
  
  Sincerely,
  
  *************************

  

  Business response

  06/18/2024

  I believe we have provided the necessary information to render ********************** complaint as invalid. His latest response does not offer any additional information; only his displeasure of finding a part of his home has been damaged by something. We stand by the information presented in our last response. Additionally, we've attached a copy of his signed agreement which clearly states that drywood termites are not included in the guarantee. (Again, we had two entomologist confirm that the damage wasn't caused by any kind of termite.)

  We ask that you please dismiss this complaint as I believe any further communication with ****************** would continue to be counterproductive. Thanks for your consideration. 

  

  Business response

  06/18/2024

  Date Sent: 6/18/2024 11:18:44 AM
  

  I believe we have provided the necessary information to render ********************** complaint as invalid. His latest response does not offer any additional information; only his displeasure of finding a part of his home has been damaged by something. We stand by the information presented in our last response. Additionally, we've attached a copy of his signed agreement which clearly states that drywood termites are not included in the guarantee. (Again, we had two entomologist confirm that the damage wasn't caused by any kind of termite.)

  We ask that you please dismiss this complaint as I believe any further communication with ****************** would continue to be counterproductive. Thanks for your consideration. 

  Customer response

  06/18/2024

   
  Complaint: 21777127
  
  I am rejecting this response because:
  
  Your inspectors never made a thorough inspection of my home for termites. Also inspection of the attic was inefficient because only a 9 foot section of space was inspected. 
  

  So all I want is a thorough inspection of my Attic and crawlspace areas.
  

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Cooks termite contract and guarantee is a total lie, they cleverly have their contract writen so it never allows them to be liable. Even if you want to take them to court they have a clause in their contract that mandates any disputes will go to arbitration, I have learned through my lawyer that these boards are set up to s**** the customer and almost always result in the customer getting screwed over. ******************** customer service is joke. As soon as we mentioned the termite issue Cooks was dishonest and showed how bad of a company they are. If you want coverage do NOT use Cooks, they make their money on false promises and clever legal language.

  

  Business response

  12/20/2023

  12-20-2023  
  December 15, 2023

  
  Re: Mr. ************************ ************************************************************

  Dear ************,  *************** to your letter to ** dated December 11, 2023, in regard to the above referenced customer and property. In ********************** contract with Cook's Pest Control, Inc. ("******"), it clearly states that in order for ****** to repair any termite damage, certain conditions must be met. Two of those conditions are relevant to this issue. 

  
  Section 2b of ********************** contract reads: ****** finds the damaged area infested with live native Subterranean or Formosan termites. Our inspection did not reveal any live termites at the subject property. Termites could have damaged the property many years ago before ****** placed the subject property under contract. Consequently, among other reasons, that is why we require live termites to be found present before we engage in repairs.

  Section 3b of ********************** contract reads: A moisture problem exists, permitting an aerial termite colony, which allows termites to survive without returning to the soil. In my examinations of photographs taken at the property, I see black mold and water stains on the stud walls which appear to originate from a second floor window. This reveals a moisture leak from the window that contributed to the termite infestation. 

  
  We reached out to ****************** to discuss this matter further but were refused any such dialogue. I appreciate the Better Business Bureau's interest in resolving this dispute. You may contact me via email at ******************************************** or cell phone ************** to discuss this matter further. I look forward to hearing from you soon.

  Respectfully, 

  
  *************************

  Operations Manager 

  Customer response

  12/26/2023

   
  Complaint: 20985807
  
  I am rejecting this response because:
  Paragraph 2B,     Cooks was bonded with the previous owner and guaranteed coverage. How are the able to ascertain the age of the damage from a picture, really?
  secondly how can they prove the termite damage was predated by water damage?  The manager never come to see it for himself and he never responded to phone calls from my wife,  So ****************** never once came to see the damage yet he knows exactly where the problem started,  Cooks relies on technicalities to insure they do not have to pay for any damage.  They do not operate in good faith and I will be suing them with every cent of money I have.  They are a dishonest company.

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My family and I have been under contract with Cooks or the 2/3 companies they acquired over the years for termite protection since ****. The dwelling is located at ***************************************************************. The account number is *****. I sold this property on August 10, 2023. I called on August 18, 2023, to cancel the contract since termite protection was no longer necessary. Cooks (a female providing no name) customer service representative told me the service plan could not be cancelled. This made zero sense as the Cooks service agreement ceased when the property was sold. My written statement requesting contract cancellation to Cooks requested if they believed I owed any additions funds to advise including their reasoning, to date, I have received neither a written response, other than continuous billing, or any other type of electronic communication. Written correspondence was dated August 22, 2023 and again October 10, 2023, copy included.

  

  Business response

  11/22/2023

  ****************, 
  
  We're very sorry for how this was handled. The information you received over the phone was completely incorrect. We will use this situation to retrain our representative on how this should be handled in the future. The termite service for the property on ***************** has been cancelled and any remaining balance has been removed. (See attachment.) Again, I sincerely apologize for this experience, and truly appreciate your 18+ years of loyalty to ****** Pest Control. I hope you and your family have a Happy Thanksgiving!

  Customer response

  11/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a client with Cooks since ****, 21 years. On August 8, 2023, Cooks representative pulled in driveway at 1:50 pm and left 2:03 pm. He never got out of truck - he did not service our home. I was at home and had put his check on porch for pymt. It was still there when he left. The spider webs were still there plus the ant feeders were empty and no liquid sprayed - he never got out of truck. I called Cooks on the 9th to report this and receptionist said the manager would called. Manager never called. We called again in 7 days to report again and was told a manager (****) would call. We never received a phone call. I have NEVER missed a payment but I refuse to pay for a service not done! I even called next door neighbor who also has ring and she said the same thing. She told me he never got out of truck and was gone in approximately 13 minutes. I was watching to see him in back of house to make sure he did the back porch but as I said never saw him. Again, I dont mind paying for services rendered but this is not the case. I am very disappointed as to response from Cooks since have been faithful client for all these years. We have not received phone call but we have received three bills for this so called service and their employee had filled form for a totally different day and time than when he was here. We would like to have this handled before they try to ruin our credit. We have excellent credit and do not miss payments.

  

  Business response

  09/28/2023

  Our pest manager went back to **************** home on Monday, 9/25 to assess the situation and perform a complete service.

  Customer response

  09/28/2023

  I was called,**** told me the charge is dropped. He told me someone would call to service my home but I have not heard from them. He also told me I should here from them for next three months service soon. I will let you know when someone shows up! Thank you, ************

  Customer response

  09/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My contract is paid in full. Im not getting the service I paid for and nobody responds to my texts and emails. Ive had this service a couple of months and want a refund for the remainder of time. Im buying products and taking care of everything myself because they are not taking care of it.

  Customer response

  09/13/2023

  Cooks is now saying Ill get a refund in a couple of weeks. It took contacting you to get a response. 

  

  Business response

  09/14/2023

  We apologize for the frustration this has caused you. As of Wednesday, 9/13, a refund has been sent to **************** per her request.

  Customer response

  09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩