ComplaintsforCook's Pest Control, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a termite contract with ****** pest control; In April, or May of this year an inspection was done.I went under my home after the inspection, there was water leaking from a pipe; I asked why I wasn't told about the leak. I was told that they dont' check for leaks ;but they have told me about water leaks, and wood that needed to be removed from under my home previously; Because termites eat rotten wood, so I cancelled my contract with them. some one from their company came out and started taking up the termite bait and left big holes in my yard.I asked them to come back to fill them , the answer was no.

  

  Business response

  08/11/2023

  During the visit, ************** didnt notice a leak at Ms. ********* residence. **** explained the leak could have happened after the inspection and denied repairs. When we went to remove stations, we were threated that we better not be there when her son gets back. So, we told the tech to leave then for his safety. If we can ensure the safety of our technicians, we will repair the holes left after the stations were removed.

  Customer response

  08/18/2023

   
  Complaint: 20447463
  
  I am rejecting this response because:

  I did not threaten any one, All I did was to ask the person to stop taking the bait up because  it was leaving holes in my yard. 

  H said make me ; so I went in my house to call the police,when I looked out my window he had backed his truck out of my drive way.

  I did not mention a son or anyone else; when  they called about my last payment I told them I was going to use the money to filled the holes that were left in my yard.

  I was asked again  when could they expect a payment recently  I told them that I was waiting to hear from the BBB.   I want to know when the holes will be filled.      

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

  

  Business response

  09/06/2023

  We do not mind finishing the removal of the stations and filling in the holes, at all. Our District Manager will be reaching out to schedule a convenient time to finish removing the stations.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of Contract with ****** Pest Control is 8/26/2023 (My Acct. # ******. ****** is located at ************************************************************* (Tel.# ************). My signed agreement with ****** required me to pay $599.00 for service the first year (Aug. 2013 thru Aug. 2014). My annual rate beginning Aug 2014-Aug. 2015 was @ ****** (4 quarterly payments of $65.00) All payments made on time through my bank account. The written contract from ****** Service Agreement states "If your home or business is constructed with a concrete slab foundation or basement, the ****** technician will need to inspect the inside. Please arrange for interior access." I have had this arrangement with ****** since 2013. The first inspection each year has been an inspection of the traps only. The second / Annual Inspection was an inspection of the inside of my home (constructed on a slab) and the outside traps. ****** Pest Control stopped inspecting the inside of my home several years ago and this year the technician has not inspected the outside traps. I have not missed any quarterly payments (all payments made on time via **** of America). Now ****** billed me for a rate increase that I am not in agreement with. I got the July bill with the rate increase AFTER I called and emailed ****** to cancel service with ****** Pest Control. ****** pest Control has not responded to my calls nor me emails. I don't want to receive any more bills from ******, and I don't want to be contacted by ****** Pest Control nor any businesses affiliated with ****** Pest Control for any reasons.

  Customer response

  08/09/2023

  ****** Pest Control called me to schedule a time to have their technician to remove the termite traps from my property per my request. All traps were removed this morning between 8:15 am - 8:45 am.

  

  Business response

  08/10/2023

  We removed stations from the service address on 8/9/23 and handled the account balance where ******************** will not receive any more bills.

  Customer response

  08/11/2023

   
  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

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I am the executor of *************************** ESTATE. I called the office to request them to stop sending my dead father bills in the mail. I informed them there is no "estate" or Probate to go through since he did not leave any assets or money behind. The lady on the phone told me i would continue to receive these bills until its paid. I told her how do you see your self or the company to be paid by a jar of ashes? she said it still has to be paid. Now this is the most unprofessional thing i have ever been told over the phone to someone who is going through it due to the passing of my father. I would never pick this company ever again and would strongly tell everyone via socials ( over 200k following ) to stay away from cooks and tell them why.

  

  Business response

  08/11/2023

  As of July 20, 2023, we have written off the balance for ****************' account. **************** should not receive any more bills from ****** in regard to his account.

  Customer response

  08/11/2023

   
  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is regarding poor and unprofessional business practices at my elderly in-laws house in ************, **. Cooks provided exterior service in October, 2022, and billed them $99. My father-in-law had lung cancer, and had stopped doing anything, including paying his bills. The Cooks bill went to a collections company, ARM. I found the bill, and called Cooks on 01/31/23. The lady told me they owed $99, and I could mail them a check. I told her they didn't want any more service from Cooks. I mailed the check. On 02/17/23, they received another bill for the **************** I called Cooks again. The lady told me their account had a zero balance, and I could discard the bill. I asked her to verify the service was cancelled. She said it was cancelled, and no one would be coming to their house again. On 04/13/23, they received a $99 bill from Cooks for service on 03/28/23. I called Cooks again. The new receptionist told me what services were done on 03/28. I told her service had been previously been cancelled. She was adamant that they owed $99 for the service. She said she would check with another employee and call me back before close of business, or the next morning at 8:30. She did not call. I called today, 04/14/23. The call was forwarded to the corporate office. I gave details to *******. She will type up the notes and pass it to local managers. One of them will call me. Local manager ***** called. He said the employee I talked to in January and February should have escalated my request to management, but she didn't, and if I would pay the $99, he would cancel the rest of the **************************** August, 2023. I told him I would pay the $99 and file a complaint with the BBB, and he didn't seem to care. I called him back to tell him my father-in-law (who signed the contract) was deceased. He didn't answer. I left a message. The Cooks employee I talked to in Jan and Feb didn't notify management of my request. Cooks fault, not mine.

  

  Business response

  04/17/2023

  After speaking with ******************, we are removing the charge and canceling the service as requested.

  Customer response

  04/18/2023

   
  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

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint concerns unfair charges by ***************** Control of ******, **. The builder of my new home, ******************************, contracted with ****** for termite treatment of the building site and for installation of termite bait traps around the perimeter of the house. The builder told me that the associated termite warranty would transfer to me at no charge when construction was complete.The builder conveyed the house to me on October 1, 2021. One of the many documents I signed was ****** "Subterranean Termite Control Agreement" (copy attached). I was told there was no cost to me for the first year of the agreement and that I could cancel any future renewal if I did not want it.Beginning in October 2022, I received several calls from a ****** technician asking permission to service the termite bait traps. Each time, I told him that I was not interested in additional services. Finally, in January 2023, the technician told me that ****** is obligated to do a no-cost servicing of the termite traps in order to maintain their warranty. When he emphasized that there it was a "free" service built into their original contract with the builder, I agreed. He inspected the traps on January, 7, 2023.I subsequently received a $79 bill from ****** for "quarterly service". I immediately called ****** to complain that I had repeatedly told their technician that I was declining any service agreement with ******. The woman I spoke with laughed and said "nobody reads the agreement". She then explained that I had to decline their service in writing. I did so and later received confirmation from ****** that they received my termination.I also wrote to ****** corporate office telling them that I feel I was scammed by their so-called "free inspection".Now, without any additional notice to me, ****** turned their $79 bill over to a collection agency (A.R.M. Solutions in *********, **). I am a 78-year old with excellent credit. I feel intimidated by them.

  

  Business response

  03/21/2023

  I spoke with **************** this morning and everything has been resolved with this account. I had office specialist contact ********* to remove balance from ARM. **************** told me that since I called him this morning and explained everything to him that he feels better about situation and will keep my contact info in case he needs coverage in the future. We will send him email confirming balance is removed from ARM today.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been disputing the amount I was being charged for termite service since early February before any additional charges to my account. I have the text messages to prove my case. I was told by a technician that management would be in contact with me. The management has not contacted me. I have emailed with an office specialist in the office and I have an email confirming cancellation and that I would not receive anymore bills, yet I am continuously harassed by Cooks for a service that was never performed and cancelled. Please help!!

  

  Business response

  12/19/2022

  Hi ************,

  Our District Manager, *************************, called and left you a voicemail to resolve this. He is currently working on getting this balance taken off for you. If you have any further questions or would like to discuss this further, please reach out to **************************************.

  Thanks,

  ****** Pest Control

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a **** for $97 in my name from a debt collector (A.R.M. *************** that they say is from a debt owed to ****** Pest Control, **** I don't even live in a state that has a branch of this company. I've never used ******** control company before, so this isn't likely a clerical mistake where accounts were mixed up. It is fraud to attempt to collect money from someone who doesn't owe you money and never used your company's services. Please investigate to make sure this pest control company (or the debt collector named above) is not billing other people randomly in hopes of collecting money under false pretenses. Thank you!

  

  Business response

  12/09/2022

  I sincerely apologize for this issue and the frustration it's caused you. A.R.M. is a 3rd party company who helps us collect past due balances from our actual customers. I would like to investigate this further to see what happened here. Can you confirm you received this bill addressed to you at your current residence? We will get to the bottom of this.

  Thanks!

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started pest control service with Cooks many years ago, and initially agreed to a contact price of $39.00 a month. About a year ago the price went up to ***** with no knowledge to me aside of receiving the bill. I was never advised of a price increase. Then the service started to fall off, inconsistent service calls sometimes 20 days between service other months 40 days. I reached out to a supervisor several times and only after the 5th attempt of waiting on hold I spoke with a supervisor two months ago who reassured me that we set a consistent appointment to be serviced on the 2nd Thursday of the month, with a call from the technician who would ask me if we have any issues. I inquired about adding additional pest control services around our pool and workshop, and without even coming out to determine the additional cost, the supervisor threw out a higher price without evaluating my site. Last month the service was not on the date we agreed, and they didnt even come this month.They offer a 110% satisfaction guarantee, but Ive yet to see that happen.

  

  Business response

  11/15/2022

  We spoke with **************** this morning concerning his service complaint.  We apologized on the technician's part for not communicating with him and for not setting his service event for the 2nd Thursday of each month in ServicePro.  *************************, the Pest Manager, will be going out with the technician tomorrow at 10:00 to perform this month's service.  We also offered **************** three months' worth of free pest service, since he mentioned questioning the quality of service in his initial BBB complaint.  He seemed to be very satisfied at the end of the phone call, but **** will follow up with him after the service is performed.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 19th Cooks Pest Control came for initial consultation and did service they told me in 2 weeks I must call them back if problem persist and I did on September 2nd they told me someone will call me and come back out which never happened. October again I called them to complain about them not returning back out nor never call me they advise they'll have someone call me, so today I called November 9th I ask about what all included with my service because I'm facing a different problem besides the 1st problem I am having but then she said rat is included with my package but I told her I should cancel service from this point on I don't feel they deserve my business she then wants to escalate my concerns which I don't want the hassle talking to management since the situation has to come to this all I want to do is cancel my service with them. I'm no longer happy with this.

  

  Business response

  11/15/2022

  Our ******* SE District Manager, *********************, investigated this account yesterday when she called into their office. She told the office specialist she did not want to speak to anyone about problems she just wanted to cancel her agreement. During investigation he saw where we did the initial service on 8/19/2022 and havent had any calls from her until 11/9/2022. The technician has notes on the account where he called on 11/11/2022 and the customer did not answer which was Friday. Then yesterday she called in very upset requesting to cancel. They tried to let her speak with **** and she stated she didnt want to speak to anyone she just wants to cancel the agreement. As she requested, **** did not reach out and her account has been cancelled.

  Customer response

  11/16/2022

   
  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.
  They wanted to charge me for cancelation fee which I refused for them doing this since my call to them 3 times was ignored and no other service was rendered when I needed it. And no supervisor never called me back if it was true he would have left a message.

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

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called 5 times to get someone to come to my house regarding my ant problem. Each time I was told someone would come but no one did. Today the lady said there was no record of my calls and she could not help me. I told her I was on their 3 month program but was told I could call if there was a problem between that time. She said there was nothing she could do and she hung up on me.

  

  Business response

  10/06/2022

  I spoke to ************ and he explained his concerns.  I explained that we didn't return his call like we should have.  I offered to have a manager come out and assess his situation, but he declined.  I also offered his next service at no charge and he declined.  We are canceling his account as per his request with no cancellation fee.  

  Thank you,

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

   

  Customer response

  10/07/2022

   
  Complaint: 18167617
  
  I am rejecting this response because:
  
  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. ↩