ComplaintsforDiamond Rodent Proofing

• Initial Complaint

  05/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've rarely felt compelled to write a negative review about a business or contact BBB to seek a resolution. But sadly, the level of unprofessionalism and lack of ethics we've experienced with Diamond Rodent Proofing is unprecedented for me.In summary: ****** and his team disappeared after taking our money and delivering 0 results. I've repeatedly been trying to contact them to no avail (see text messages and email threads attached) and hope that BBB can help mediate the situation.What happened? After agreeing to a fee of $2,800 to fully rodent-proof our house and eradicate the rat issue that was plaguing us, Diamond Rodent Proofing not only failed to deliver any results in terms of rodent eradication (= did not catch a single rat) but to add insult to injury, ****** stopped responding to any communications and became unreachable. We decided to hire Diamond Rodent proofing to remedy a rat issue.After their initial visit and spending half a day rodent-proofing the perimeter of the house, we continued to hear rat noises. Over 4 ************************ returned to the house 3 times to further inspect the perimeter - never finding the entry point. Meanwhile, the situation was worsening, and the rats were starting to cause extensive damage to our HVAC system, chewing their way through our heating ducts. We eventually had to resort to hiring another contractor who was finally able to find the entry point that rats were using, seal it and eradicate the rats that had by then completely nested in our subfloor and HVAC system - contaminating it with ***************** to the point that we could smell them in the house. Given the lack of results from Diamond Rodent proofing, the fact that we ended up having to hire another company to solve the problem and the massive additional expenses we incurred having to replace our HVAC system - we requested a refund from Diamond Rodent Proofing. That's where things became unprofessional and unethical - and why I'm contacting BBB today.

  

  Business response

  05/26/2023

  This complaint is absolutely ridiculous. We quoted the work and were very clear and comprehensive about what we can and cannot do. We did everything we explained to **** we could do, even some additional work that was not included in the cost.  **** was 100% aware of what we would be doing and that if the sewer was an issue after the fact that we could not take care of that and it was not in the scope of our work. He agreed to our quote, signed the contract and had the work completed. The sewer ended up being an issue after the work was completed, and now he wants money back. However we did everything we said we would do and there is no justification for a refund. He paid for everything that was completed. We were very clear with him that if he was worried about the sewer situation, that has nothing to do with us and would need to be taken care of by someone else. He refuses to acknowledge this conversation and demands money back. But we have 100% sealed his home exactly as described and discussed. 

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