Complaints

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Moved into our new home Feb 14, 2023. I have been receiving renewal notices for termite protection from this company that I have never purchased. I have called and written the company to stop sending me notices. The said on phone i have a contract with them, and its their policy that they have to send me a letter from them for me to sign, to terminate. I have never authorized nor signed for any service from this company. I believe my builder provided one year protection when we purchased home.

  Business response

  05/10/2024

  We have reached out to ** ****** about the termite protection on his home. We explained that the contract was signed during closing for one year then he would be responsible for renewing the protection. When it came due for renewal ** ****** had sent back that he did not want to renew but our office failed to cancel at that time. The protection has been cancelled at this time. if there are any further questions relating to this please let me know. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For 17 years, we have had a termite contract with West Termite. While our home was under construction, they only treated the wood frame of our home. The soil was never treated. According to the pre-treatment contract, the chemical that was used is guaranteed for 30 years. And they were supposed to treat the exterior of the finished home upon completion which also was not done. On December 27th, 2022, during a flooring installation, we discovered extensive structural damage inside the walls of our home. We had a general contractor spend several hours fixing the damage. West was very unhappy about us using our own contractor, and they're not willing to pay the contractor's bill to fix our home, even under the 30 year warranty of this chemical. The extensive damage has resulted in us terminating our contract with West, and paying for hefty fees for termite treatment to prevent anymore extensive structural damage.

  Business response

  02/21/2023

        In response to Mrs. ******** we agree that we had the house under a termite policy that would provide for repairs in the event of damage from Eastern Subterranean Termites. We did do a wood pre-treatment, which was the choice of the contractor, not ***** When a wood pre-treatment is done the soil is not treated in any way, including the outside perimeter.  
      On December 27th, 2022 Mrs. ******** notified us that during work on flooring, baseboards were removed and termite activity was found by the contractor installing flooring. We let her know we would try and have someone out that day, but would probably be the next day before we could have someone out to look.  The office checked our schedule and called back to let her know it would be the next day before someone could get out. ***** ******, the Lowell branch manager told Mrs. ******** not to have the base boards replaced till we were able to inspect and we would not open walls unless it was determined there was live activity present. She asked if it would be possible to get someone out that afternoon and he told her he would have the Service manager, ***** *******, come that afternoon instead of the next day.
      At about 11:45 Mrs. ******** called back and said the contractor opened the wall and found damage in the wall. She asked to see if someone could come sooner but it was later in the afternoon before we could get there.
      In between this call and when ***** ******* arrived Mrs. ******** approved the contractor completing the repairs without our knowledge or consent. This violated our contract 2 ways. First we need to see the damage ourselves before any removal. Second our contract states the work is to be performed by someone of our choosing, we normally do them in house.                                                      
      I talked to Mrs. ******** on 1/3/2023 and was told * * * ****** *** was asking $2500.00 for the repair. I asked Mrs. ******** to please get me an itemized bill from N & * *****. After receiving a bill we could work with the head of our maintenance determined we would have completed the repair for $500.00. The owner of West authorized me to let Mrs. ******** know we would pay her this toward the repair which I did.
  The owner of ** * called me and we discussed the situation and settled the repair for $1000.00. I called Mrs.  ******** to let her know we had reached an agreement that would not cost her any extra and to schedule a re-treatment on the damaged area of the house. She thanked me but informed me they were going to get a termite policy with another company.

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