ComplaintsforCook's Pest Control, Inc.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A sales person from Cooks came to my house in 2021. I wanted my home sprayed for termites. He told me that spraying was outdated, and they have a new system called Sentricon. I paid over $1300, it was installed. I never heard anything else from the company until a year later. In January 2022 i came home to some paperwork from Cooks on my front porch. It appeared that a tech had come out to refill the system. The issue was, no one had called me to make an appointment, and i know he didnt enter my backyard as i have two large dogs.If he did enter, at best thats trespassing as an appointment was not made. In multiple calls with the company, they have yet to admit that this is an issue.Then i began to receive quarterly bills. I called, they said i have to pay $70 per quarter, and once a year their tech will come out. I never agreed to this, and this was never mentioned by the sales person.I told them months ago that i would not pay quarterly, but i would pay in full each and every time the tech comes out. I thought it was resolved but the quarterly bills continue to come.When i called this morning, the ********* **************** lady was rude and also raised her voice. She said that any and all service had been cancelled as i wouldnt pay quarterly.So essentially, i have a $1300 system that is useless

  

  Business response

  09/02/2022

  We've been attempting to contact Mr. ****** leaving multiple VMs, to address this complaint and see how he would like to proceed. We've been unable to make contact with him. 

  Customer response

  09/06/2022

   
  Complaint: 17752312
  
  I am rejecting this response because:

  I have asked them multiple times to respond via email so it is in writing. I have asked this at least 5 times. 
  
  Sincerely,
  
  **** House

  

  Business response

  09/09/2022

  I apologize about that, Mr. ****** I was not made aware of your request to communicate via email. I've spoken with the management team in your local office. After researching the matter, they admit no appointment was made and they had not been given permission to service your property before the technician performed the inspection. I sincerely apologize for this. Although the majority of our annual termite inspections occur when the property owner is not present, our technicians are required to get permission from the owner before doing so. 

  
  I'd also like to apologize for the billing errors. As you can imagine, we actually prefer that customers pay for service a year in advance. I can assure you that if you'll allow us to continue providing termite protection for your property, you'll be billed appropriately. 

  
  Based on everything that has occurred, we would like to offer you a free year of termite protection (1/19/22 - 1/19/23) as an act of appreciation for your patience during this ordeal. Please let us know if you'd like to continue your termite control service with ******* 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got billed for a pest service when no one came out to do the service. I have a doorbell camera that shows no one was there.

  

  Business response

  08/30/2022

  We credited the customer's account for the disputed service. We also went to the property to perform a complete quarterly service. The account is currently in good standing on our end. The customer's next quarterly treatment is tentatively scheduled for 10/14/22. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing concerning my billing problem with Cooks Pest Control. In my contract I am suppose to be billed ***** every 3 months. I made a payment on March 14, 2022 I have never had a finance charge until now. Why now? It was only 73 cents. I was not suppose to get another **** until ***** instead I got one on May 14, 2022. I talked to two different ladies. They both tried to tell me from March 14 to May 14 was 3 months. I ask for a supervisor. He finally told me to wait until June to pay. I paid June 1, 2022. I wrote on my check for ***** July and August. It has cleared the bank.I received another statement on June 13, 2022 with another 75 cent finance charge. I wasn&#**;t suppose to get another **** until Sept.

  

  Business response

  06/23/2022

  ****************** and I have spoken and resolved the issue with her billing concerns.

• 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.

*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. ↩