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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I've been a customer of this company for approximately 20 years and recently decided to end my service. I am automatically billed and I called and spoke to a representative who stated an email was required to stop service/billing. I sent an email that same day, March 7th 2024, stating I'd like to end my service. Just yesterday, 4/1, I received a call from Cross stating they couldn't stop my billing without written notification. This is unacceptable.Only after I stated that I'd be contacting the BBB of West Florida, did I just receive an email stating my service would be cancelled. Cross' tactics to keep a customer from ending their service should be known to other customers. I'd like my last service payment refunded, as I never received this service.
Business response
04/05/2024
Dear ********************,
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you experienced regarding the cancellation of your pest control service with Cross Pest Control of Tampa. We value your loyalty as an incredibly loyal client of over 20 years and appreciate the opportunity to address your concerns.
Upon reviewing your account, we acknowledge that there was a misunderstanding regarding the cancellation process. Our standard procedure, as outlined in your pest control agreement, requires a 30-day written notice for service cancellation for all pest control plans. We understand that you contacted us via email on March 7th, 2024, requesting to end your service. Unfortunately, that email appears to have been lost as we never received it. We sincerely apologize for any confusion or inconvenience this may have caused. Our goal is to provide exceptional service, and we understand the importance of a seamless cancellation process.
In light of this situation, we have processed a refund for your last service payment as a gesture of goodwill and to rectify any billing discrepancies. You should see the refunded amount reflected in your account shortly and returned to your card in 5-10 business days.
We want to assure you that your feedback is valuable to us, and we are taking steps to improve our communication channels to prevent similar issues in the future. We are committed to ensuring a positive experience for all our clients.
We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us directly.
Thank you for your continued support and loyalty over the years. We wish you the best.
Sincerely,
***********************, CEO
Cross Pest Control of Tampa
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.