ComplaintsforCritter Control Of Orlando

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty "Full Home Wildlife Protection" ($1,395) In November 2021; then exercised a yearly renewal option ($150). I had no problems in 2022. I have used this company 2 prior times to getting the contract in the past *********************************************************************************************************** January *************************************************** one of the same spots they had previously fixed years earlier. I called the office to request them to come out to look at this and was told I had to pay an additional $99 for this service which was NOT in my contract when I signed it, but I let them come out anyway. On 1/6/2023 **** came out and confirmed that Critter Control would not be able to resolve my squirrel problem and that I needed to contact a roofer. I contacted ******* roofing and they came out with their affiliate JNL roofing and they told exactly where the squirrels were getting in and that it wasnt a roof issue and that all the wood was solid. I contacted **** on 1/13/2023 and told him the results of their inspection and he came right over to look again. He again went right to the original location and told me the roofers were wrong and to call another roofer. The terms of the contract are that he is supposed to get rid of any rodent issue I was having and for a second time never offered a reasonable solution. Not only that, but he became very argumentative towards me and this resulted in a very unprofessional confrontation. He told me that he would refund my money after he threw insulation from under roof all over the lanai deck. My husband heard this entire interaction from inside the house as it got a bit loud. He did tell me that he would refund my money and I told him that the warranty was basically useless to the consumer at this point. I saw a $150 credit on then my credit card, but would like a refund of of the original warranty price ($695) as I am willing to pay for the initial effort that they made to secure opening on the house. If nothing is financially resolved thru the BBB at the very least I would like consumers to know NOT to purchase the lifetime warranty from this company. Below is the money I have paid them since signing the warranty and still do not have resolution for my problem.Jan 16, 2023CRITTER CONTROL OF GREAT-$150.00 Dec 13, 2022CRITTER CONTROL OF GREAT-$150.00 Dec 13, 2022CRITTER CONTROL OF GREAT$150.00 Nov 11, 2021CRITTER CONTROL OF GREAT$695.00 Nov 3, 2021CRITTER CONTROL OF GREATH $700.00

  Business response

  01/30/2023

  Thank you again for your business, our response is as follows:

  The attached photos show the hole(s) in the homes roof decking underneath the tiles. These photos are from two separate visits and were taken by our Field Manager. With the customer watching, he did in fact reach down from the roof into the attic and and pull up some insulation to show the customer the extent of the problem. He did also ask the the customer and her husband if they would like to come up on the roof to view the problem at that time. We would be happy to meet an alternate roofing company on site to show them where the hole(s) are. 

   

   

  Customer response

  01/31/2023

   
  Complaint: 18947051
  
  I do not need them to send out their roofer as I already had 2 other roofing companies look at the roof.  The pictures they showed are of previous roof damage and this is not where the squirrel(s) are getting in.  The roofing company I have is already contracted to fix the other spot.  Their Field Supervisor would not even look at after I told him twice where they had identified the entry points.  If no other resolution can be reached to void my warranty and refund 1/2 the money I paid I am fine with proceeding on my own. I would like my review to stay on the BBB site as a notice for future customers NOT to purchase the lifetime warranty.   No further action from this company is necessary.
  
  Sincerely,
  
  ***********************

  Business response

  02/01/2023

  We did not recommend "our roofer" as we do not have one that we refer. We are simply stating that the homeowner needs to find a roofer capable finding and repairing the hole(s) in the roof deck of the home. ( pictures of hole on previous reply )

  Further clarification: The work we did is under warranty for the specified time period. The problem area ( and animal entry point) is a structural issue that is outside of our scope of work - we did not estimate or sell it, nor exclude it, therefor we do not warranty it. This is the decking from either when the home was originally built or decking replaced at the time of a reroof.

  Thank you for your business and again, as I mentioned on the phone, we would be happy to meet the roofer out there and show them which tiles the holes are under.

  Customer response

  02/01/2023

   
  Complaint: 18947051
  
  I am rejecting this response because: it's not the outcome I am seeking.  I want my contract voided and a partial refund.  I am not confident doing further business with them.
  
  Sincerely,
  
  ***********************

  Business response

  02/01/2023

  We have documented with the photos that our work has not been compromised by nuisance wildlife. We are unable to further resolve the problem until the structural issues of the home have been fixed.

  Customer response

  02/01/2023

   
  Complaint: 18947051
  I am rejecting this response because:  I had the roof repaired today by a 3rd roofing company who fixed the rea where the squirrels were getting in. This is the same area that I showed **** twice and he didn't even acknowldedeg it could be a possibility. While I don't dispute that their is a hole as shown in their pics (which I also repaired today)  it was old damage and not the entry point I wanted traps put at. 

   I no longer want to do business with this company, so please close this complaint out but leave my review active.

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

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We agreed to pay $600 for 5 days of trapping service from Critter Control. We have only received 3 days of service. When we contacted the office, the person that answered the phone looked through everything and agreed that we had only received 3 days. She said we would be receiving the additional two days. After having no additional activity or contact from the company, we contacted them back. A different person answered the phone this time and said the other person was wrong and we had received all the service we were going to get. Because of the inconsistent information from the business, we are now only contacting them through email, and I have included the most recent communication. Here is what I emailed the business on 6/16. "For additional details, an animal was caught in the trap left on 5/17. The tech came by on 5/18 to remove the full trap but did not set a new one. I will gladly pay for the trap left on 5/17, but there was no trapping service provided on 5/18, since the full trap was removed and new on was not set. On 5/24, the tech came and removed the trap in the morning and did not set a new one. We did not receive a full day of service, so I will not pay for this day since complete service was not provided." Here are the dates and details of the service we did receive: 5/17 - Trap set (Day 1) 5/18 - Trap removed and no replacement trap set 5/19 - Trap was replaced and set (Day 2) 5/20 - Tech came by in the morning and closed the trap. Trap remained, but it was not set. We were told there are no traps set on weekends for the reason 5/23 - Trap was set (Day 3) 5/24 - Trap was removed in morning and never replaced I received an invoice removing 10%, but that is not sufficient. I advised the business I will happily pay for the 3 days of service we received at the original rate ($359.97) but will not pay the remaining balance until service is received. At this point, I would like a new invoice for the service received, 3 days, $359.97.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ I have attached all our work order notes listing each day we visited the property and checked our live trap. We did contract for five business days of trapping for $599.95 which was performed. I offered a 10% discount since the customer was unhappy with the service. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The documentation the business provided shows that they only set the trap on 3 days, which is exactly why I filed this complaint. They did not provide the full service, yet they are attempting to bill for it. The business is trying to say that if they set the trap today and pick it up tomorrow morning at 9:00 am, that counts as two days. That is in no way acceptable and not what was covered in the initial discussion. Perhaps this documentation is why the first person we talked to at the office agreed that we only received three days of trapping service and said someone would be coming back out to complete the work. Setting a trap today and picking it up tomorrow morning is not two days of service. I am very surprised that the business considers this level of service normal and acceptable for their customers. If that is their typical practice, they should discuss that up front, as most customers might want to reconsider. Per the company's own documentation, they provided three days of service and did not complete the work. I am ready to pay for the three days the company set the trap, per their document, but they did not complete the job and I am alarmed that they are attempting to bill and charge for a service that was clearly not completed. Their own documentation provided shows this. This response is not acceptable. Business Response /* (4000, 9, 2022/07/13) */ Due to the misunderstanding of the approved service, we will reduce the charge to $360.00. We will send the adjusted invoice today, 7/13/2022. Thank you, Christina Consumer Response /* (2000, 11, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Corrected invoice was received, and we paid for the services that were provided. Thank you for working to resolve this matter.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I hired and paid this company to completely remove a squirrel nest from my roof. They did not complete the job and the squirrels were back within weeks to the same exact nest. I reached out to them two times and was assured someone would call me. When I received no response I called a third time and was told I had to pay another $300 service call to remove the same nest that wasn't removed in the first place!

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/11) */ Contact Name and Title: Ward ****** Contact Phone: XXXXXXXXXX Contact Email: *****@crittercontrol.net Mrs. *******, Thank you again for your business. I have spoke to the Technician who serviced your home. The technician provided you with an estimated dollar amount to exclude animals from the problem and prevent this from happening again. Without your approval to perform this work, we can not prevent this problem from reoccurring. Please also note I attempted call you this morning 2/11/2022 @ 10:44 am. Thank you Consumer Response /* (3000, 8, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a letter with their response stating that they gave me an "estimated dollar amount to exclude animals from the problem and prevent this from happening again." NO SUCH ESTIMATE WAS SUPPLIED, verbally or in writing. I asked the technician when he was here for information regarding sealing up the around solar panels, and he said he would "ask his boss" to contact me and provide an estimate, as he had no idea what it would cost or entail. No one ever contacted me until I filed this complaint. The original nest is still there, and was repopulated with more squirrels within 30 days of the original service. I have called the business upon receipt of this letter today (2/18/22) and am waiting to hear back. I am writing this because the deadline for response is Monday and I want to make sure this remains open. Thank you. Consumer Response /* (2000, 12, 2022/03/01) */ The business has removed the remainder of the first squirrel nest at no extra charge, and has provided me with an estimate to complete the work of sealing the area. That work is taking place today. I consider this matter resolved and commend the business owner for taking steps to help and resolve the issue!

*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. ↩