ComplaintsforPhoenix Pest Management & Wildlife Control, Inc.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I noticed a rodent problem. There were rats getting into the kitchen. I contacted Phoenix Pest Management and Wildlife Control because they had a high rating on Google reviews in my area. Taylor came out to help. He was very nice and very knowledgeable. He offered us a price of slightly below $1,500.00 to close up all holes on the inside and outside of the house where the rats were getting in. He said he could not offer us a guarantee because we live in a townhouse. We paid the money, he closed up the holes that he found, he laid down traps and killed some of the rats. He came back several times to clean up dead rats and reset traps. He did not charge us extra money for the additional visits. Several months later, we are still infested with rats. I have found several VERY OBVIOUS holes where the rodents are getting into the attic. These holes are so large and obvious that it is unimaginable that a professional in this service industry would not have found and closed them. I recently had an A/C tech out to fix an unrelated issue with our air conditioner and he immediately pointed out a massive hole that the rats were using to get in and out of the attic. This should have been closed and fixed in our initial service call with Phoenix Pest Management. I continue to find holes in the house in obvious places that a professional should have closed. I feel that we were charged for services that were not performed. We continue to have a rodent issue and have contacted another company. I believe that we (My Grandmother and I split the bill) wasted almost $1,500.00 with Phoenix Pest Management. I do not know if anything can be done but I am no longer calling them because I believe their services are not living up to the price we were charged. This is the first complaint I have ever filed in my life and I believe it is warranted. Again, Taylor, the service tech who came out was always very nice and professional. We just think the job we paid for did not get done.

  

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/03) */ Mr. *******, Your first complaint as well as mine. So sorry you felt that we didn't live up to expectations. I take great pride in complete customer satisfaction and solving peoples problems to the best of our abilities. We would have been happy to continue to help you had I had any knowledge of this being an existing issue from work done in January. This is the first time I have had any contact about an ongoing problem. You paid 700.00 for the closure of the exterior of the building . The additional monies were for the two attic treatments and the two plus weeks of trapping. There was no charges for any closing inside the unit as these are typically solved by the exterior work to stop any future rodent entry coming from outside. Sounds like you are dealing with rodents living inside the units which would simply require a longer trapping period which was the plan. Taylor had made arrangements to continue to look at the traps and further assist you and you had changed an appointment and told him you would call if you needed him. This was to my knowlege your last conversations. I guess he assumed things were ok since there was no additional contact from you. He was very surprised that you made this complaint and thought he had completed the job. I would have and still will be happy to come by and assist you with additional closing of areas inside your unit if you wish, even though that wasn't part of the contracted work. Can't go back but wish you'd simply reached out to us before spending additional monies with another company. We are always here to help and will be available to further assist with this issue. You can contact Jami or I at my office number XXX-XXX-XXXX and we will help in any way we can. Sincerely, Steve B. (Owner) Consumer Response /* (3000, 7, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, thank you for your response. Secondly, I am not talking about holes inside the house. I am talking about massive holes outside of the house. It was my understanding that I was paying to fix the holes outside of the house to stop the rats from getting in. Third, I thought that everything that could be done had been done. When our A/C tech came over and pointed out two massive holes that the rats could easily use to get in and out of the attic from the outside of the structure, I was left in disbelief... as were the rodent control technicians from the other company I hired. Fourth, as you stated, you did not know about the holes, so how could you fix them? Well, I thought I paid you to find and fix the holes as a professional service company for this type of problem. I was not paying you so I could find the holes and report them. I work two jobs and take care of my Grandmother. I don't have time to do my jobs and your jobs. Lastly, this has taken a serious mental toll on me and my Grandmother's health. Living with rodents while trying to figure out how to be a caretaker to my Grandmother has been emotionally trying to say the least. When I saw that massive hole that should have been fixed in the first place it was enough to make a grown man want to break down in tears. I do not want your company coming back to my house to do anything. At the very least you could offer some kind of partial refund. I understand the need to defend your business but all I have stated are facts. No one is perfect and hopefully you will see that and make some kind of attempt to make this right. Thank you. Business Response /* (4000, 9, 2022/05/05) */ I was just sent the pictures that were included in the complaint. I had not seen these when I replied initially. I completely understand and if I saw the openings in those pictures I would have thought the same thing. Is it possible that this is a new ac chase that was installed after we did the work on your house in January? I see black duct tape at the bottom which is what we typically use to wrap the wires and lines before we screen over the bottom. Which tells me that we closed up the old one in our typical fashion. It appears to be a new chase that shows the big hole at the top where the old one was removed. I find it hard to believe that Taylor missed this but it is possible. I don't have a problem giving you a partial refund if in fact Taylor missed this, but can you find out with your ac company when that chase was replaced? That makes more sense to me. Thanks for your help and again I wish you had just let me know when this was discovered , we would have came right over to repair it for you at no additional cost. Sincerely , Steve B. Consumer Response /* (3000, 11, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. No, this is not a new AC chase. It has been here since my Grandmother got an AC unit replaced several years ago. Business Response /* (4000, 13, 2022/05/09) */ Ok I understand. If that's the case then Taylor failed to see this area and it definitely should have been included in the closure. I am disappointed that he could have missed this and am truly embarrassed. I will refund your method of payment 400.00. This should cover the cost to have that area secured and a little extra for your troubles. Hope this is satisfactory and again I apologize this wasn't handled from the beginning and again wish you just let us know when it was discovered it would have been taken care of. Thanks again, Steve B. Consumer Response /* (3000, 15, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you. My credit card was recently lost and I had to order a new one. Please let me know if you need me to call and and provide the new info for the refund, or if there is another way to handle it. I'll wait to hear back. Thank you. Business Response /* (4000, 17, 2022/05/10) */ David, I will put a check in the mail for you today. You should receive it in the next few days. Thanks very much, Steve

*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. ↩