ComplaintsforArrow Exterminators, Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Not honoring monthly mosquito service I signed up for. Because there has not been a single treatmwnt since June, we are unable to enjoy the comfort of summer on our back deck.

  

  Business response

  08/08/2024

  I am so sorry to hear about the mosquito issues. I have left you a message to call me back at ************. I would like to see if we can resolve this for you. 

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I observed a mouse in the basement and called Arrow Exterminators. Arrow sent a technician to my house who proceeded to tell me we had an active infestation and there was evidence such as droppings all over the attic. He convinced me due to this infestation to buy a $3000 package that included setting traps as well as sealing the area around our roof. After weeks of the traps being in place the only mouse that was caught was the small one in my basement. I had called several times to let them know of my dissatisfaction and even had a competitor come out who confirmed there was no evidence of any infestation in the attic. After that Arrow proceeded to send me a bill for another $195.

  

  Business response

  07/23/2024

  Attempted to reach **** on 07/22/24 to speak about complaint. Customer did not answer. Left a voice mail to call me back at ************. I am the ************** Manager that handles her location.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for a few years now. On Friday, April 19, 2024 I was scheduled to have my quarterly pest control done. I was home, waiting for them to arrive so I could let them in to treat my house. No one ever came, but I was surprised to see an invoice purporting to be for pest control treatment for that day at my home (specifying that I was not there) was emailed to me during the my service appointment window. I called to ask about this (speaking with *********************), and I was told someone would call me back that day. No one ever called me back. I emailed *** about it the following Monday, explaining the situation and stating that I would not be paying the fraudulent invoice. No one responded. I was sent a survey to fill out about my recent experience, which I did. On May 2, someone else (*************************, ********************* Manger) emailed me from Arrowhead in response to my survey, asking me to provide more information about the situation. I replied on May 11, explaining the situation in detail. No one ever responded. Today I came home to find I am now being mailed the invoice I was previously emailed. This invoice is fraudulent, plain and simple, and they cannot ignore this issue and continue to try and bill me for services that were not rendered. There are times in the past when I couldn't be home to let them in and I trusted their word that the outside of my house was treated for pests--now I do not know whether I was lied to then as well or who else they are preying on.

  

  Business response

  05/28/2024

  ****************,

  According to the technician who serviced your home on April 19th, he stated that he rang your doorbell twice but did not get an answer.  That was at approximately 12:50pm.  The technician then went ahead and serviced the exterior of your home from 12:52pm until 1:08pm.  Either way we still should have come back out or responded to your requests in a timely manner and did not.   The charge of $90 has been removed and will cancel future services at this time.

  Sincerely, 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Arrow (Decatur ga) has a nasty habit of sending a technician to your house when you did not request or confirm an appointment and its extremely aggressive and it makes me feel unsafe and uncomfortable in my own home. The first time they did this I called them and had them put a note in my account and asked them to not do it again. Then they changed my technician without proactively sending out a communication from the official office and sent the new strange man to my house without me scheduling or confirming an appointment when I wasnt home. I saw the strange man via my cameras and immediately called the office and asked that he be removed from my property and the manager had no excuse for ignoring my noted request other then trying to encourage me to make an appointment AFTER sending me an invoice for an incomplete service I did not request or confirm. I never rescheduled because some personal/financial things in my life happened and ultimately after sending me the invoice of a service I did not confirm, that was not complete made me feel unsafe and uncomfortable and changing my technician who I trust to not ignore my account notes, I decided to cancel my account altogether. The manager called 1 -2 weeks after my request to an account closure telling me I had to pay for a reminding balance for a service that was never asked for let alone completed. This is a horrible way to do business and a sexist way to bully women. I feel very unsafe and now they keep sending me a bill for a service I never confirmed and after FORCIBLY sending a tech to my house despite my documented protest.I want the invoice/account balanced to be removed and closed out and the harassment to stop!

  

  Business response

  05/13/2024

  As per the agreement signed with the customer, we provide quarterly scheduled services to this client. We discuss the quarterly schedule and scheduling of service with the customer before rendering the first service. Furthermore, we attempt to contact the customer through phone calls, text messages, and email to schedule services before we treat the property. As per the signed agreement, we service the exterior of the home in the event that we can not make contact with the customer to prevent a lapse in the ongoing protection and document the visit with an emailed invoice. We give the customer the opportunity to call our office within a reasonable amount of time to schedule the interior completion of their service at no additional charge to them. All service professionals are vetted with background checks before employment at our locations and are trained Quality Pro professionals. To address the customer's concern, we will remove the balance on their account and move forward.

  Customer response

  05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of removing the account balance is satisfactory to me.
  
  Sincerely,
  
  Rey O

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had squirrels getting in my attic back in Oct 2022 and I reach out to Arrow Exterminators to perform the wild life exclusion. Their tech gave the quote of $1,500 which I paid and then they scheduled to have the wild life exclusion done. During the 1 year time period of the exclusion, I kept hearing activity of wild life in my home and would call Arrow to come out which they did multiple times and they would come out to my property to inspect and would assure me that there was no activity. I then renewed my service with Arrow in Oct ************************************************************************ continually hearing activity. Since renewing there have been several more times that techs have come out to my property to inspect and they have set traps which were set off by the squirrels or whatever that is in my attic, but still no real action have been taken to fix the problem. On the last visit 3/25/2024 a new tech was sent out to my property and he actually went up on my roof and took pictures and showed me where the exclusion was not done, that is why I kept hearing the activity in my attic. I waited for them to contact me to fix the issue and never heard from Arrow. I them contacted a another company who confirmed with pictures in different areas than the area where the Arrow exterminators tech took pictures showing they did not do the exclusion. I called and spoke with ***************** who said he was coming out on 5/1 to look for himself and he never showed up. No one from Arrow has contacted me to try and fix this. They took my $1500 plus dollars and $200 dollar renewal fee knowing they did not do the job they were paid for. Now the squirrel have chewed up my electrical, and I have no lights in certain areas of my property as a result and they refuse to fix these issues. As of now without my electrical being included and who knows what other damage has been incurred since dealing with this issues for almost two years is a little over $1700.

  

  Business response

  05/22/2024

  Good morning,

   

  Our local ************** Manager, *************************, has been working with ****************** the last couple of days to resolve the rodent issue.

   

  They have reached a resolution that ****************** is happy with.   We are solving the rodent issue, removing rodent droppings in the attic, disinfecting the affected area, then blowing new insulation into the attic.  The customer is in a good place with ********************.

   

  If you have any questions or concerns, please feel free to contact me  at ************ (cellular) or *********************************

   

  Regards,

  ***********************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The pest service has not be done as nobody was home and the gates of the courtyard were locked.

  

  Business response

  03/28/2024

  After reviewing  this account we have decided to remove the $91 charge that was sent to collections on behalf of the customer.  I have spoken with her personally and advised her of our actions. 

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are current customers of Arrow on the Pest Control side. We recently noticed rodent activity and contacted the office for service. We were told that an inspection needed to be done to determine if there was an infestation, which was understood. We were told by the tech who gave the estimate there were no rats, but then pitched a $2730 exclusion service to address mice. There was no communication as to whether or not there was an actual infestation. We received a 2nd opinion from Arrow's competitor and was told there were definitely RATS and mice. They mentioned Arrow should have offered to put glue boards out (this is part of the Pest Control service and the tech did not reach out to our tech to have this done.) I then contacted Arrow (spoke with B****y) and requested glue boards from our normal tech. She was very dismissive and stated that the tech would be unable to deliver glue boards as his schedule was "booked solid." I explained the issue and was told again he was unable, but he could bring them out at the regularly scheduled service. She then stated she would "try" to see if he could get them out after I expressed frustration. I asked to speak to the Mgr. and was told he was unavailable. Shortly after the call ended normal tech showed up with glue boards. The Svc Mgr called me and I explained my frustration with poor customer service with B****y and the fact that we were pitched a very expensive service without a real explanation as to whether there was in fact an infestation. Very unacceptable response from him (other than to bring glue boards which had already done.) No apology for the rude service or explanation of why we would be pitched this solution without verifying the correct pest . I then received a call a week later from the ******** "following up" as to whether we wanted to move forward which tells me, Mgr never contacted him to inquire about my concern. Poor CS on Arrow's part. I would like a call from HQ (Not local office.)

  

  Business response

  02/02/2024

  I called **************** and had a good conversation about the service offerings. After our conversation he told me that the claim was settled and no further action was needed.

  Customer response

  02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Arrow Exterminators, Inc., decided to show up at my property, without my permission, after on several occasions I've asked them not to and to note my account. They always want to do half the job but get paid the full amount. They have sent my account to a collection agency for a service I made no appointment for and showed up when they wanted and charged me. I have cancelled all services with this company and will NEVER do business with them again. It is a grave inconvenience to me to make several appointments so when I do make the appointment I want both the inside and outside done all at once. This last visit, June 29, 2023, per their invoice, they came when they wanted, I had made no appointment and they charged me.

  

  Business response

  12/28/2023

  We have left several messages with the Customer and she will not return our phone calls. 

   

  CF

   

   

  Customer response

  12/29/2023

  I have received 1 phone call from the debt collection agency (12/15/2023) at which time I was at work and could not answer the phone. No message was left. The caller ID is how I knew who called. I've received no phone calls from Arrow Exterminators. I will call Arrow today (12/29/2023).

  

  Business response

  01/29/2024

  We've contacted the customer and removed any charges from our system. This should appease the customer's concerns.

   

  Thank you,

   

  CF

   

   

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 4, 2023 we paid for a full exclusion of our home due to an inspection by *** which showed our home had evidence of squirrels, attic rats, and mice. The exclusion was poorly conducted resulting in multiple calls to have gaps and possible entry points closed, many of which my husband and I found casually walking around our home. I am perplexed at how this was missed by professionals. We were told by our techs that traps and holes inside the home were not covered. My husband and I sealed the inside of our home from which the animals were making their way from the outside entry points into entry points inside our living area. We also bought traps for inside of our home which added insult to the already $2500 wed spent. Arrow finally began to provide protective boxes inside the home.The traps by Arrow have collected a total of one mouse throughout the duration of this process. We still have more. I was told the noise I am hearing is from possible birds or squirrels on the roof, this is untrue. I believed this negligence until I could no further. We still have the same issue that was there on May 4th when we unfortunately paid $2500 for an incomplete exclusion which we trusted this company to do correctly.I am no longer being updated on the plan to fix this issue. I have had various techs come and check the traps which have been useless. There are still entry points. We no longer have the receptionist call to schedule any follow **** We are completely over this issue and have been very patiently waiting for Arrow to deliver their quoted 100% satisfaction. I have made ***** (manager) and ******* (manager) aware of this continued issue. There is still no resolve. There should be more aggressive treatment of this issue. This has been a very poor service we have invested in.I would like a resolution or a refund. It is October 9th, a total of 5 months have passed with no resolve.

  

  Business response

  10/30/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that Mrs. ****** may have experienced.  We have reached out to Mrs. ****** and have been working diligently with Mrs. ****** to resolve any issues. We feel that we have resolved the issue and working to confirm that the issue has been resolved. We will respond back as soon as we have confirmation from Mrs. ****** that issue is indeed resolved. 

   

  Thank you,

  Arrow Exterminators

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid this company for a year for pest control. and i tried numerous times to get them to treat my house properly. But they only spent 5 minutes each visit saying they did everything I have them on video for every visit. I would love to resolve this issue.

  

  Business response

  10/04/2023

  We have tried to reach out to this customer. There has been no direct call to our local ************** to address the issue. We are more than happy to try and resolve the issue and will schedule a time for myself or the service manager to inspect and treat as needed at no cost. If the customer would just give us a call back. We defiantly want to address the issue. Thank you! 

*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. ↩