ComplaintsforPest Control Solutions & Services LLC

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called Pest Control Solutions and Services in May 2024 to cancel my service after being given incorrect information upon initial contact set up. Was informed by the employee on the phone she would make a note on my account of the cancellation multiple times during the phone call. I was not informed of any other protocols that needed to be followed to cancel my account other than what I had done. I was told my account would be canceled in June 2024. I was told renewal notices go out in June and when I did not receive one I assumed it was because I had already called and spoken to someone about cancelling my service. I received a message in June about scheduling my service, assumed this was the last service on my old contract due to canceling a month prior. However, this was actually renewing my service, a fact that was not communicated to me, again believing the company knew of my cancellation I had called about the month prior and was told a note would be made in my account. I was informed in June, after the fact, that I had to provide written notification, which the employee was to have told me but never did. Now I am being charged for service that I canceled based on the employee's mistake and lack of canceling my service. The ironic part is the owner sent me a recording of my phone call in which I requested multiple times for my service to be canceled and in which the employee responded multiple times she would note my account of the cancellation, but never did. The owner does not hold his employees accountable for mistakes made on their end, but is quick to try and collect on services that were asked to be canceled by customers. Very poor customer service from the owner.

  Business response

  06/20/2024

  Good Afternoon

  
  These are the pertinent excerpts from the agreement the client signed:

  
  - The initial service will be performed inside and outside of the home. Thereafter, exterior maintenance services will be performed on a quarterly basis. In addition, each calendar year, in your anniversary month,the company will contact you to schedule a full interior pest control service.If you see more than occasional LIVE pest activity on the premises please notify the office by email, text and / or voice to schedule a free service call.

  
  - Excluded Pests: Lawn pests, grasshoppers, bees, bedbugs,rodents, German ***** clean-outs, fleas, flying Insects, mites, mosquitoes,spiders, stored product pests, termites, ticks, wildlife removal, yellow jackets, and imported fire ants. Excluded services can be purchased separately.

  
  TERM: The agreement shall be for an initial period of one year for all services. Thereafter, this agreement shall automatically renew with the same terms and conditions for an additional one year period and successive one year period thereafter unless the Customer or the Company terminates in writing thirty days prior to the expiration of the initial period or any successive periods.

  
  CANCELLATION FEE: If the Customer cancels prior to the end of the initial period or any successive renewal periods. Customer will pay to the company a cancellation fee equal to three times the total monthly service fees for all services hereunder. There are no refunds an annual payments.
  
  When the client spoke to an agent originally, the agent informed the client that pest control services can help control the food source for spiders ie. bugs.  This helps reduce the population of spiders as when there is not food to eat then they usually move to an area with more food sources.  Please refer to Paragraph 2 - the portion of the agreement that refers to excluded pest and note: spiders are an excluded pest

  
  When the client called on 5/8/24 to request a service call for spiders she was informed they were an excluded pest.  The client then became argumentative on the phone.  In addition, she asked how to cancel and renew the service in one sentence as well as when the service was finished.  The agent informed her notifications for service would be sent in June and offered to make notes in the account regarding the issue.

  
  Several notifications were then sent in June and the client texted us (on June 5th) that she would like to schedule her interior service (on June 14th).  Please refer to paragraph 1 the portion of the agreement that informs the client that we will contact them in their anniversary month to schedule a full interior service in their anniversary month. We performed the entire interior and exterior service of her home on June 14th.  She then emailed on June 19th stating she cancelled her service a month ago.

  
  Finally, please refer to paragraphs 3 & 4 stating the Term and Cancellation Fee.
  
  The entire agreement, the confusing recorded conversation and the screen shot of the text message where she then requested service was all sent to the client via email. 
  I am requesting this complaint be deleted from our BBB account as the client simply does not want to pay for services rendered after she requested continued service. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using this lawn spray company for pest control and spraying lawn to prevent any type of fungus or anything to kill my grass. This company has failed twice this year on maintaining my grass. Grass I paid $10,000.00 for is now destroyed and all they do is make excuses The main person (*****) that is in charge of spraying my lawn even mentioned that he didnt realize what type of worm It was damaged the first time last year because ***** didnt know what was going on

  Business response

  11/17/2023

  First, I don't appreciate being threatened or given ultimatums.  I also do not appreciate being called names, sworn at or being belittled. We can talk like reasonable people. I understand you are frustrated with your lawn. When you ask my professional opinion, you say I'm pointing fingers. I have gone above and beyond servicing your lawn, everything from not charging you for PH testing which we normally charge $50-$200.00, we did a nematoid test, which we normally charge $250.00. These tests cost us money to do, they are not free for us. We also treated for the grubs, nematoids and treated the PH deficiency for free. When you had lost the grass behind the pool due to irrigation issues, I replaced the sod even though it wasn't our fault. Your son damaged the grass with his motorcycle, we plugged those areas and other areas where you had grub damage, which is not part of your service, that we treated and plugged for free. You called me out again because the grass behind the pool was dying again, come to find out the yard guy was weed whipping the grass down to nil and killed it. You said he stopped but the damage was already done. My fault? Now that area is being overtaken by ******* grass which will never go away and continue to choke out the rest of your grass as it spreads. As we discussed putting in astro turf there. The grass dying behind the garage, we discussed putting in some pavers and make a walkway to the tortoise cage as St. Augustine grass does not tolerate being walked on very well. You reset your sprinklers because they were set to go off 4 days a week and the times were too long and contributes to ***** and grubs, which ended ** in your front lawn, which we treated for and is coming back nicely, but the fungus will always be there and every time someone fertilizes it will pop back up again next winter as it lies dormant the rest of the year, it will never go away. Fungus is spread through dirty lawn mowers, people's shoes and wildlife. Go look at your 3 neighbors' yards next to you he is servicing. We also discussed mowing the grass at 4.5 inches not the 2 inches your lawn guy is mowing. You can't cut more than a third of the blade of grass at a time it deprives it from proper amount of sunshine and exposes the root system. Anyone with a lawn mower can cut grass, but they don't go through the education and continuous training that I do and have done over the last 37 years. I have 100's of lawn clients that we service, each with their own Indvidual needs. I have a highly rated company for a good reason. I don't lie or BS people but sometimes some people just won't listen to reason and expect miracles or won't be patient while things recover. I told you before there is so much of maintaining a lawn that is out of our control and easily blamed for. Grass is a living organism and takes time to heal and recover. So per your request I have canceled all of your services with us. I would appreciate you putting the In2care pots out by the front gate and let me know when we can pick those up. I wish you the best of luck with your lawn.

  Customer response

  11/17/2023

   
  Complaint: 20867994
  
  I am rejecting this response because: these are false I never said I would put down any type of walk way and the same issue with my grass last year happened thats why it was replaced  they even put in the wrong type of sod when they put plugs down. ***** the spray technician DOES NOT know what he is doing, he left my  yard in terrible shape for months until *** told him the type of bugs that were destroying my yard. I had to call several times asking why my yard was damaged and this went on for a couple of months and all I had was same excuses.  Also they have had to several other yards dude to then not knowing what to do so the grass had to be replaced by a friend of mine who owns a landscape company

  I just want some of the money back I spent on this grass since I now have to get fake grass in back yard since all my grass is ruined now 

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased pest control service that included wasp, but now when I need it, they say that it is no longer included. The reason I got their service was because of wasp control, and that was included originally. Now when I want to use the monthly service I pay for they say wasps are not included. They perform bait and switch.

  Business response

  04/18/2023

  To Whom it may concern:

  Please see the attached agreement signed by ******************************  We clearly state in writing that we do not include service calls for wasp removal.

  We did have a new (human) employee (that is no longer with us) that unfortunately did not read our agreements and may have verbally informed this client that we sweep down wasps nests as service calls as the previous company he worked for in Georgia (where this type of wasp does not build a new nest the following day) did indeed include wasp nest service calls.  The agreement (in writing) should have raised questions at the very least prior to ***************************** agreeing to the service.  

  We did try to explain the employee was new and what the agreement states to ***************************** and offered to provide one service call for the wasp nest.  However, ***************************** immediately responded with "I am calling my attorney and reporting you to the BBB".  

  So here we are.... a new employee (that no longer works for us) and an upset client that did not read an agreement they signed then proceeded to slander our company on ****** and report us to the BBB.

  We are glad to cancel the agreement without penalty if this would resolve the issue.  

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