ComplaintsforBee Smart Pest Control LLC

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Bee Smart who has not performed the services that I paid for per the attached contract. I entered into a six month contract with Bee Smart, dated 12/14/21 for $1,116.88. They were supposed to install wire mesh and foam underway siding to eliminate rodents from my house. They were also supposed to install and remove traps of mice until there was evidence that they were no longer entering the premises. I have been calling them, text them and emailing them since May 26th to remove more rodents that were still entering my house and to determine if the mesh and foam that they installed was working properly. Clearly, it is not. Since my contract does not expire until June 14, 2022 (six months), they are contractually obligated to service this account. And, inherent in the contract is merchantability which means that the product they sold me is expected to work and eliminate rodents. it does not. They are clearly in breach of contract and if they will not cure it, which they do not seem willing to do, they owe me a refund.

  

  Business response

  06/03/2022

  Hello ******
  Again I am sorry we haven't got back to you fast enough. We never sold any absolutes about the mice. We work at sealing a home but can not and do not guarantee we can fully stop the mice. They are climbers and chewers. No matter what we or any other company does, mice will likely get back in. We have no access to the attic except a tiny hole that allows one trap. That isn't enough to catch what comes in or evaluate the situation well enough. We work with whay we have. This is why I say over and over again "we cannot guarantee mice wont get back in"
  We moved customers off Monday to service you. You won't let us come. If you'd like me there Monday I need to know today as we have a lot of customers that need help. We are doing our best. We are two people.
  Thank you
  Chris M***
  Associate Certified Entomologist

  Customer response

  06/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Bee Smart is not adequately staffed to serve their accounts.  They committed to me that they would remove the mice and determine their access so that they could be eliminated.  They also implied that this could be done within a 3 months timeframe.  I attempted to reach them for TWO WEEKS and heard nothing from them until I told them I contacted BBB.  Now they are telling me that I need to accept and appointment they want to make on Monday and I have a work calendar that I need to review before I respond to them within one hour.  Funny how that works - they do not repond to me for two weeks and I am supposed to respond to them within an hour.  That's some great customer service. 

   

  They are now telling me that they never guaranteed that they would get rid of the mice, even though that is what an exterminator is supposed to do.  I can set mouse traps and leave them there to stink up my house for free.  However, I paid them $1,100 to get rid of them.  This was supposed to include a barrier of copper mesh and foam.  Clearly it is not working, probably because there is not enough of it applied.  But, don't tell me now that I am supposed to live with mouse traps and dead mice that stink to high heaven becuase they are not staffed and they don't guarantee their work.  

  I am not comfortable with Chris in my house at this point as the relationship has completely deteriorated due to their complete lack of responsiveness and inability to keep the mice out of my house. I am now going to have to hire another exterminator to determine how to rid my hose of rodents.  It is clear that Bee Smart lacks the willingness and ability to do ths. 

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

  

  Business response

  06/03/2022

  The One Time Service agreement you signed clearly states mice are covered and that we applied copper mesh, foam and set traps. We attempt to seal a home during the covered time period but cannot guarantee we will completely get rid of them or “exterminate” them. Nowhere on the service agreement does it state that nor is it implied anywhere in our marketing (website, ads or Facebook posts) either. We only state that we will perform additional services at no additional charge within 30 days, as stated on the back of the contract. Your refusal to allow us to come back to the house is preventing us from fulfilling this agreement as per the Disclaimer on the back of the agreement.
  We offered you Monday and said if that does not work, we can look at a date after next week. We never said you HAVE to take Monday, only that we are willing to clear our schedule to accommodate you as early as Monday. Your contract covers you for 6 calendar months which ends on June 14th, 2022. We are willing to extend that coverage to July 14, 2022 as per the Satisfaction Guarantee on the back. It is your choice whether or not you allow us to fulfill our end of the agreement.
  How we manage and operate our business is solely at the discretion of us as owners. We are willing to work with you and have made that clear multiple times. Again, we apologize for the length of time to respond to you over a holiday weekend. Today is the only the 5th work day since you initially contacted us about a smell.
  Again, we have Monday available or we can look at the following week to have Chris come out. Please tell us how you wish to proceed.

  Customer response

  06/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  By virtue of the fact you are an "exterminator" which means "eradicate" or "destroy completely", it is implicit in the nature of the service you are providing that you are actually supposed to get rid of the mice!  I paid you to apply a barrier around the perimeter and there are mice still getting in.  In addition, since your method includes using traps and never clearing them, my entire house stinks like death due to the number of mice that are still getting in and dying in the traps.    Your website states "Our goal is to provide top quality pest control services using the biology of the pests against them and targeted treatments to ensure you a pest free home."  
  
  Your Rodent Control section states :  "What Is A Rodent Exclusion Service?

  An exclusion is when a building is sealed to stop rodents and other pests from gaining access.

  • Detailed inspection to find entry points.
  • Set traps to remove the mice living inside.
  • Seal the holes on the exterior of the building using a variety of materials that provide negative reinforcement when chewed.
  • Follow up automatically ever 7-14 days until we achieve complete rodent control"

  For an exterminator to tell me now that they cannot eliminate the pests is unacceptable.  I can understand that a mouse may get in, but once your brother/friend whoever left, you never maintained a schedule every 7-14 days to follow up to remove the mice and find the entry point.  I had to beg someone to come here when the stench got too bad. Until two weeks ago when I called, texted, emailed o your website numerous time and NO ONE responded until l told you I filed a complaint.  Then, you got right on it.  

  
  

  You have not performed the service your claim to provide to my level of expectations which is based on your own website.  

  
  

  I don't want you here anymore.  I want a refund as you have not exterminated anything. 

  
  

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

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