Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Predatory sales, lying in person, forging signatures, then demanding money for them to stop service. Extreme failure to perform. I was told, no contract, no fees for them to price match and no issues cancelling. All lies and the document they sent me when I tried to cancel says that everything they said is null and void. Bugs everywhere, failure to perform. No proof they actually did anything.

  Business Response

  Date: 10/23/2024

  On 4/25/24, the customer entered into a 24-month service agreement consisting of 12 services with our company. As soon as the customer signed their agreement, the agreement was emailed to the address they provided. The following day, another email was sent to the customer summarizing the agreement and requesting that if they had any questions about their agreement that they contact our office. Both this email and the service agreement were opened multiple times by the customer. We pride ourselves in transparency at EnviroGuard. The main points of the service agreement, such as the duration of the agreement and the Initial Discount that was given being charged as a fee if the customer chooses to cancel prior to the fulfillment of the agreement are printed in large, bold lettering. All of the main points of the agreement are clearly visible and are not hidden in fine writing. 

   

  On 8/22/24, the customer notified us that they were unhappy with their services because they saw a cockroach at their residence. The following day, they were emailed back with an offer for a complimentary re-service, which the customer opened 7 times but did not respond to. The customer's service is guaranteed for all of the insects outlined on their agreement. We are happy to provide follow-up and re-services when customers are seeing insects in-between their regularly scheduled services and we understand that pest control is not a one time fix. 

   

  We are happy to send one of our Lead Service Professionals to the customer's home to determine if there are any factors that may be contributing to the customer's concern of cockroaches at their home and treat the property accordingly. If the customer chooses to decline services and wishes to discontinue prior to the fulfillment of their service agreement, the discount they received on their first service for agreeing to 24-month recurring services will be billed as a fee, as the customer agreed to on their signed service agreement.

  Business Response

  Date: 11/08/2024

  If any emails were deleted, they may not show in a general search of your inbox as they are no longer found in your general inbox and are now in a trash folder. We can assure you that your service agreement, as well as all other previously mentioned emails, were sent and delivered by EnviroGuard. It is not possible in our system to fabricate an outbound email.

  Regarding your service agreement, there is a section immediately above your signature that states, "I have read and agree to all of the terms of this service agreement and the disclosures listed above. I confirm that a representative of EnviroGuard Pest Control has explained the contents of this document in its entirety. I confirm that my email address is entered correctly and agree and understand I will receive my agreement, additional disclosures, and future account notifications electronically. I agree that I willingly and knowingly enter into this contract with a clear understanding of its terms and conditions,." (see att. 3). With your signature, you confirmed that our representative discussed all of the points of the agreement with you. You also agreed that you understood the contents of the agreement.

  Your services have been stopped, but as outlined on the agreement, the initial discount has been applied to your account as a fee due to the agreement being canceled prior to its completion (see att. 4).

  Again for reference, your full service agreement in its entirety has been included.

  Our goal at EnviroGuard is for complete transparency. We have purposefully designed our service agreement to be as clear as possible for our customers. The minute the agreement is signed by the customer, it is automatically programmed to be emailed to the customer. There is no way to override this to ensure that all customers who enter into an agreement with us are completely aware of all of the agreement's terms. We send a follow-up email the following day to all of our customers drawing their attention again to the service agreement for review. If an email is marked as read without the customer reviewing it or is moved to a different location within their email account, we do not have any power over that. We do all we can to keep our customers well-informed about the details of their account.

  Customer Answer

  Date: 11/08/2024

  
  Complaint: 22399571
  
  I am rejecting this response because: in no way did I delete anything. I have two different signatures, one for contracts and another for card processing. I was lied to by your salesman. I was never shown anything and was ensured it was a month to month deal and the price was to undercut your competition. I don’t appreciate the inference that I am manipulating information. You can see that it is pulling from ALL email boxes, deleted, sent and received. 
  
  Sincerely,
  
  Joseph *****

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a rather large fire ant problem, consuming a good portion of my patio. Having young children who like to play outside I could see the potential issues with that. I have a service agreements with Enviroguard Pensacola so I called them out to take care of the issue. They told me first I had to wait until my scheduled appoint a few weeks away. I told them I needed to get this taken care of because we are outside a lot and I didnt want my kids to be bit by these fire ants. They said they could have someone come out the following week, so essentially moving my appointment up week or so. I told them ok, but if it gets worse or you guys don't come out I'll have to get someone else to take care of it. They never showed up to the appointment, no call, no show. So I called another company out to take care of the problem and they did. I then called enviroguard and told them since they couldn't fulfill the obligation of the contract that we both signed then I needed to cancel our agreement. Then was immediately told if I didn't pay the 150 cancellation fee that I would be sent to collections. I asked why since it wasn't me who voided the contract and was told that it's how things work. I had Pensacola manager Kioko call me on 3/23 and she admitted they made a scheduling mistake and would offer me a free service to make up for it. I had already went with another company so I didn't need any services. Said my account would not be closed out until I paid the 150 or it would go to collections. I explained the situation and then was rudly interrupted with her saying this is just how it is. I asked to speak to her supervisor and was told she wasn't there. I asked to leave her a message and was told she wasn't there. So Kioko wouldn't allow me to reach out to her supervisor to leave a message during our call. Had to call back, ask for the supervisor again, only then was able to leave a message to be called back. Kioko simply hung up on me. Poor customer service all around.

  Business Response

  Date: 05/24/2023

  Mr. ****** - 
  We are very sorry you had this experience with us at EnviroGuard. It is important for us to have stellar customer service. We acknowledge that we fell short of that standard. This was likely caused by an office mistake that took your email off the account inadvertently causing a follow-up service not to be scheduled. Your issue has been passed on to our team - we will use this experience to grow and learn as a team. As communicated by email on March 28, your account has been closed without the Initial Discount Fee added.
  Thank you for your patience and if you need anything, let us know how we can help.
  – EnviroGuard Pensacola
  
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with enviroguard pensacola, fl. We called them numerous times to come out after their pest control wasnt working. Fire ants, mosquitos, rats, everything they promised didnt happen. Workers left glue traps open and caught a live bird. I texted the salesman and told him to cancel and never heard anything. I later found out he quit and had no contact. Enviroguard continures to call, text and harass me and my wife on a frequent basis. Ive told them months ago they need to cancel this, only to keep getting harassed. Im not paying for services that were never fullfilled. I cant get into my account now and they are debiting my account. Companies like this need to be out of business.

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A salesperson from this company lied to me about a contractual agreement. I was told I was signing a receipt for services, however I was actually signing a 12 month contractual agreement. This is unethical and predatory. I have spoken to many supervisors about this and the issue will not be resolved and the company has said that because I received the contract in my email after I signed it that it is my own fault for signing it. If the salesperson would have informed me that I was signing a contract I would have never signed it. The fact that I received the contract in my email AFTER I signed it does not mean that I was not lied to and scammed by this company. I’m also unhappy with the services. The pest control is not as through as they claim.

  Business Response

  Date: 12/20/2022

  Miss ******** signed up for bi-monthly pest control services on 7/8/2022. At the time of agreeing to services, Miss ******** signed a service agreement which outlines the frequency of services, how the pest control works, pricing, and the duration of the service agreement. The duration of the service agreement is highlighted in bold and is in the largest font of any of the information on the agreement (see attachment). This is done intentionally to ensure that our customers are aware of the duration of their service agreement. The agreement is emailed to the customer as soon as they submit their signature. We can see that this email was opened 1 time by the customer (see attachment). The following day, 7/9/2022, we sent another email asking for Miss ******** to review their service agreement to ensure that everything is correct. Included in that email is the statement, "Please note the duration of your service agreement. Discontinuation of services prior to the fulfillment of the Service Agreement may result in the Initial Discount being charged as a fee." This email also was opened 1 time by the customer (see attachment). If there was anything on the agreement that the customer felt was incorrect, or if the customer changed their mind and no longer wanted services, the customer has 3 business days from the time of signing their agreement to notify EnviroGuard and cancel their account without the Initial Discount being applied as a fee, as outlined in the Service Agreement. Because we did not hear from the customer until after this 3-day period had passed, the Initial Discount was applied as a fee when they requested to cancel their services with EnviroGuard. If customers are unhappy with the service itself, the Service Agreement outlines our service guarantee. We will return to our customers' home to provide a complimentary follow-up treatment for insects covered in their Service Agreement upon request. We were never notified that Miss ******** was unhappy with the quality of services. Had we been aware of this, we would be more than happy to provide a complimentary follow-up treatment for the insect(s) she is currently seeing at her home.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since May, 2022 this company came to my door unsolicited, gave speech about bugs seen in my new home yard and exterior(i was moving in), had me sign tablet , not paper contract for service. I requested paper copy, many times, that day, by phone, by text message. Never got one.Terrible service, only here, there on lawn by hand held spreader. Bugs, ants worse, kept moving . Invaded home and garage , never sprayed. Requested them to stop and they keep calling saying the contract is valid last 2 months . I took over pest control myself.they are still charging me monthly $55.00 plus initial payment 110. Charged my credit card $275.00 so far for equivalent of 15.00 bag walmart. Told to stop and keepcalling, texting multiple times week. Today man called, said we got all your messages, (phone, text) AND YOUR CONTRACT IS STILL VALID. I responded no, stop bothering me and if you (Enviroguard) show up I will have you arrested. I had to change my bank card to stop them taking more money from me for nothing. NEVER got contract copy despite multiple requests. Very unprofessional work, very threatening to me and husband on phone. We are senior citizens new to Florida, other businesses here are great so far. I need billing stopped and really should be refunded at least last 2 charges to be fair, 2 @ $55.00 =110.00.We are afraid of these people and fear they will confront us at our new home.

  Business Response

  Date: 10/12/2022

  ***Document Attached***
  Miss ***** signed up for our services on 5/12/22. She signed up for bimonthly services to be billed at a monthly frequency, as outlined on the service agreement. The service agreement discusses that pest control is not a one-treatment event and takes place over time with consistent applications. It also discusses our follow-up policy. Should a customer continue to see bugs between their regularly-scheduled appointments, we will come back at no cost to re-treat the affected areas (see attached file). When the service agreement was signed, a copy was immediately emailed to the email address provided. This email was opened 2 times (see attached file). At no point was a physical copy of the service agreement requested, though we are happy to send those to our customers upon request. In addition to the service agreement being emailed, it is located in the customer's online portal.
  One day after the initial service was performed, another email was sent to the customer outlining our free follow-up policy, the billing schedule, service schedule, and cancelation fee if the service should be terminated prior to the completion of the signed service agreement. This email also was opened 1 time (see attached file). The customer originally stated that they wanted to discontinue services because they were still seeing bugs. We were not allowed to enter the property to provide a complimentary follow-up treatment because we were told that the district attorney was being contacted and she would have us arrested for trespassing if we tried to enter her property.
  In the two services that were provided, one of them utilized our granular product. Products are strategically chosen by our service professionals based on what type(s) of insect is currently active, the weather in that area, and other factors. We use highly rated products and the method of application of those products is also strategically chosen to yield the best results.
  See Attachment/File: enviroguard-contract-69552

• Initial Complaint

  Date:08/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Apr 2022 I entered into a contract with EnviroGuard to treat the inside and outside of my home Bimonthly. According to the contract I contracted with Kyle however the gentlemen that came to my door said he was the owner of the company and lived in Spanish Fort, AL.(I have since been told that is not Kyle. At the time he told me that they would come to my house bimonthly and treat my yard and home for pest. They did treat my home that day. Two months later they Maikel out to my home at that time he did not treat the inside of my home. We are now at the end of Aug and I had to reach out to them to find out why I had not heard from them about the treatment of my home and yard. And that I was being overrun with bugs in my home. When I did receive and email back it said they would be out to only treat my yard. I called in spoke with a young lady who was very rude and told me that they would be out on Wed the 23rd between 2-4 I told her I was normally in Pensacola on Wednesdays. She replied thats why we said between 2-4. I then said I am normally in Pensacola an hour away on Wednesdays. She replied you dont have to be there for us to treat just leave your gate open. I pointed out that I sent the email about inside the home. She did not want to change the date. I had to request the supervisor multiple times before she would transfer me. I then spoke with Ian who changed the date to Tuesday but said the guy could only come at 730 am because he had an appt at 830. Every message after that says 730-930. I have a commitment at 9 someplace else because of what he said and it still does not commit to the inside of my house. I called back today and the female that was so rude I am being told is now the Manager of the area. And when I told her I just want to cancel my account I am being told that I have to pay extra fees. Since April they have only treated my house 1 time properly. The other time only partially. Then I had to call them for this time only to get hassled.

  Business Response

  Date: 08/25/2022

  On 4/23/2022, the customer entered into a service agreement for a period of 24 months, including 12 billable services. Services were presented to the customer by one of our owners, Kyle (we do have multiple owners). The first service was rendered on 4/23/2022. The second service was rendered on 6/21/2022, in compliance with the schedule outlined in her service agreement. It was noted by our service professional that the customer was home at the time of this treatment and reported seeing insects inside her home. An interior treatment was offered at no additional cost, but was declined by the customer. It was requested that the interior be treated at the next service in August. The interior treatment for general pest control is never an additional cost. We are happy to treat the interior of our customers' homes as long as someone over the age of 18 is present and we have been given permission to enter the home by the home owner. The next treatment was scheduled for 8/24/2022. The customer called in prior to this appointment to find out when their next service would be. When she was told it was scheduled for 8/24/2022, we were told that date would not work for her schedule. We rescheduled the appointment for 8/23/2022 between 7:30-9:30 AM. It was explained to the customer that we give a 2-hour time window in case of extenuating circumstances outside of our control such as traffic incidents, equipment malfunction, etc. These instances are rare, but we do leave a time window in case of their occurrence. Despite the policy of having a 2-hour window for appointments, we called the service professional scheduled to come to her home to let him know that his arrival to her home as close to 7:30 AM was critical in order to please the customer. After multiple conversations with the customer explaining all of these points, the customer declined any future service and removed permission for us to treat her property. Based on this request, all future appointments were canceled. Though it is outlined in her signed service agreement that cancelation of services prior to the completion of the service agreement would result in additional fees, those fees were waived for the customer and her account closed. No additional fees were added to her invoices. No future charges will be added, nor will any appointments be scheduled in her behalf.