Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During a pest control visit on October 24, the technician caused noticeable damage to my wood flooring by placing his canister down multiple times while spraying for ants, spiders, and roaches. I noticed the damage several days later and contacted the technician, ***** Secrecy, and another technician, ****, with photos of the damage. Despite multiple calls and messages to the office and speaking with representatives ********* Faith, and ******, I have not received any response or resolution from Pestban Control.

  Business response

  11/26/2024

  Mrs. *********, 

  First, we would like to apologize about your frustration with the damages inside your home. However, upon reviewing pictures, ***** and **** have determined that this could not have been caused by our equipment (B&G sprayer), due to it being a rubberized bottom and also the number of areas the damage is in, as service professionals don't typically set their B&Gs on the floor several times inside a home. Pestban has been treating your home with the same equipment for years now. From the looks of the pictures, the damage you are describing appears to be more general wear and tear on the flooring. or possibly the result of rolling over something in your wheelchair. **** ****, Associate Branch Manager, made our customer service managers aware of your situation, just in case you called in to speak with them. He has also reached out via phone twice, both times unanswered. He called most recently on 11/1, immediately after you had called into the office and did not get a response. He reports that he has given you both his personal cell and work cell phone numbers to reach out to him directly. While we hate that something has happened to your floor, we have no evidence to lead us to believe it is any damages caused on our behalf. We would love to continue to provide services at your home in the future. Please reach out to our office if you have any further questions. 

  Thank you, 

  Pestban- Charlotte

  Customer response

  11/26/2024

   
  Complaint: 22542598
  
  I am rejecting this response because:
  

  I've had the wheelchair since April 27 and there's no way the wheelchair could have made those holes in the floor.  Those are not normal wear and tear on the flooring on the flooring.  

  Those small hole indentations were made by the last spray made on 1 October when Pestban enter my home with their outdated canister that was not properly maintained.  Pestban had to make numerous trips the quarter before due to improper use to kill the earwigs that continue to enter my home.  Yes **** did call twice but he did not leave any messages to try to rectify the problem.  I tried to call him back but he never talked to me about the problem.

  But for me to use the excuse about my wheelchair or wear and tear on the floor is bogus.  I can verify with a realtor the state of flooring.

  
  Sincerely,
  
  ***** D *********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday Sept 13, 2024. Peachtree Pest Control performed their mosquito treatment on our property while we werent at home. During this visit the technician, without homeowner permission, used our outdoor water spigot and broke it so that the water could not turn off. No attempt was made to let us, the homeowners know that it was broken and water was leaking. We found the leak when we returned home and went through our security camera footage to see what caused.After a week of no return call I was able to speak to someone and send them camera footage and the invoice for the repair.They refuse to acknowledge they caused the damage and pay for the repair.We would like this resolved.

  Business response

  09/26/2024

  We spoke with Mr. ******* this morning regarding this complaint and explained that based on the video we currently have there is no way to determine if the service professional damaged the hose **** in question. Given the unclear nature of the video, we offered this morning to refund Mr. ********* previous 2 services to help cover a portion of the damage. Mr. ******* claims he has additional video evidence showing the service professional damaging the hose **** and the water continuing to run after the service professional left. We have requested this video to be sent to us and if this video evidence is forthcoming and shows what Mr. ******* is claiming, we will refund the remaining amount to cover the $625 repair bill. Mr. ******* has said he will be sending this video footage next week, if it has not been overwritten. We look forward to hearing back from Mr. ******* and reviewing any additional video footage to resolve this situation.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We've been using PestBan, now known as Peachtree Pest, for pest and termite control since purchasing our home six years ago. After facing persistent issues with spiders and other pests, we discontinued their pest control service but continued with their termite monitoring, which initially included four inspections per year. However, a few years ago, they switched to a single yearly inspection and significantly increased the price.Two years ago, I paid the full annual invoice in October, but no one came to inspect or rebait the traps until February. This pattern has continued, with annual price hikes of 10-20% while service remained unchanged. We paid in October and didnt see anyone until February each year.This year, after receiving the renewal notice on September 5th, I informed them via email that we wouldnt be renewing. Without any follow-up or attempt to retain our business, they showed up 10 days later and removed the termite traps, even though we were fully paid for the year.When I called to ask why the traps were removed early, I was told it was because I "canceled." I clarified that I only chose not to renew for the next year, not cancel the current contract. Management has refused to provide a refund and has not reached out to explain why they we are denying the refund.I would advise caution when dealing with this company. They seem more interested in taking your money than providing reliable service, leaving you unprotected when it matters most.

  Business response

  09/24/2024

  Thank you, BBB, for this correspondence. I reviewed this customers history and have been in contact with them. Upon review Peachtree Pest Control / Pestban  will be issuing a full refund for $387.00 to Mr. ******* for his experience in this matter.  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 11, 2024, I went up in my attic and noticed droppings on my top of my water heater. Peachtree pest control was recommended when they came out on Monday. We went up the attic and I was led to believe that my attic was infested with roof rats. The option I was given was to have their smart monitoring system installed. Remove all my insulation in the attic and replace with new, also they suggested I contact my neighbors since I live in townhouse and if they werent interested in doing anything that I should monitor for a longer period of time with her system. I have talked to the company and they took off $250 off of $6400 bill to have all this work done. I believe I was misled in order to have all this work done by this company. I have attached document below. I feel Im entitled to more than $250 deducted off of my bill. The insulation itself was 4000 which I believe was not necessary at all and was led to believe that had to be done.

  Business response

  09/18/2024

  Ms. ********, 

  We are very sorry to hear about your experience and would like to expand on what Peachtree did in order to rectify your complaint. Upon initial inspection, our sales inspector followed our standard guidelines for services to offer and pricing provided to him via our company wide rate card. During the initial quote, often times, customers will ask for specific services to be added/removed to their liking/budget. After you called and the Branch Manager in ******* became involved (*****), our team came back out and finished the job, upgraded the Gutter Lock that was installed, and discounted your balance by $250. At this time, it was our understanding, that you were in agreement to these changes and discount. ********* has fulfilled all things listed in your original agreement that was signed and provided the discount of $250. Again, we apologize if there were any misunderstandings based off of your initial inspection and quote. Our sales inspectors manager has also been made aware of your concerns. 

  Regards, 
  Peachtree Pest Control- Augusta

  Customer response

  09/19/2024

   
  Complaint: 22264705
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  The issue with them is not that they didnt complete the work they did. They didnt upgrade the back gutter that they finished because thats what it was supposed to be originally installed. My  issue is being falsely informed that I was infested with rats up in my attic and I need to have all the work done that I did. That is my issue. I really believe I was taking advantage of. There is nothing said about Putting a trap up there to see What was actually up there it was you need to do the monitoring system we need to remove all the insulation and replace the insulation. That is my issue.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I renewed my annual termite warranty in May 2024. A technician came out to check the baiting/monitoring stations. While he was at my home, he informed me that the stations should be replaced at least every 5 years. I contacted Pestban/Peachtree Pest Control several times via emails and phone calls. I was told that a manage would call me. That was last month, and no one has contacted me. My house was built in 2018 and I purchased it in May 2019 which included Pestban termite warranty, and I have paid for every year. Pestban/Peachtree should schedule a technician to replace the bait stations.

  Business response

  06/17/2024

  *****************, 

  Thank you for reaching out. I want to apologize for the inconvenience. I've checked in with our branch manager in that area, and he let me know that one of our Field Managers, *******, reached out to you on the 6th to discuss this issue. It appears you are on the schedule today to have this resolved the rest of the way. Please don't hesitate to reach out if you have any other issues. 

  Thank you!

  **************************;

  VP of Business Operations 

  Customer response

  06/17/2024

   
  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial transaction 12/29/2023 $1300 plus a monthly fee of ***** Service to keep mice out of home Initially plugged holes or gaps to keep mouse out.Have been to home many times to check or remove traps I have caught many myself with sticky traps I don't need just the trap removal I need the mice out so I can live freely in my home Mice are still in home and in more areas than initally hired for Account no. ******

  Business response

  06/17/2024

  ***************, 

  Thank you for this feedback. We apologize for any inconvenience and hope to make things right. One of our Branch Managers, *****,  has updated me that in response to the initial notification, he was able to come out to your home to help come up with some solutions. It is my understanding that he was able to find some points of entry and others issues stemming from our initial exclusion work. I hope that this is now resolved and that we are on a better path to your customer satisfaction! Please don't hesitate to reach out with any further issues and we will be happy to address them. 

   

  Thank you, 

   

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

  VP Business Operations

  Customer response

  06/17/2024

  I am in the process of working with Pestban they have indicated they will follow up with me to assure we are on track.  Due to the fact the initial problem has been going on for 6 months I do not wish to close the report at this time but wait at least 30 days they have promised to check my home for three weeks.  I am on the second week and traps need to still be monitered.

  Business response

  06/28/2024

  ***************, 

  I am pleased to here that ***** was able to come out and do a thorough inspection and make some amendments to our original job. I hope that you have seen vast improvements over the last couple of weeks. Our records indicate that he is set to come back next week just to follow up. Please let us know if we can be of further assistance and again, thank you for bringing this to our attention. 

   

  Regards, 

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

  VP Business Operations

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number: ****** Date of Transaction: 11/8/2023 I paid this business $360 in December 2022 for 1 year service, which includes 4 quarterly pest control visits. I received one on February 16, 2023. I received my second one on 11/8/2023 but was charged $99.00. The 11/8/2023 service should have been covered by the $360.00 that I already paid this business. Instead they are charging me effectively $459.00 for 2 visits. They have ignored written requests via email their billing department and their online system, marking my request resolved with no reply.

  Customer response

  01/03/2024

  I have attached the full service history from 8-10-2022 through 11-3-2023.   It clearly shows that the service on 11-8-2023 was the 4th quarterly service and that I was charged ***** for what should have been 0.00.    I have also attached the receipt for the $***** payment that I made despite it being an overcharge.

  Business response

  01/25/2024

  We wanted to reach out and offer our sincere apologies for any inconvenience or misunderstanding that may have arisen recently with the cost of your pest services. Please know that this was not our intention, and we take your feedback seriously. 
  
  We are committed to resolving this matter promptly and ensuring it does not happen again in the future. To fix the mistake we have made, there will be no cost to you during your February visit. 
  
  Once again, we apologize for any inconvenience and thank you for understanding. If you have any further questions or concerns, please do not hesitate to contact our billing department at ************ or email us at **********************************
  
  Thank you for your understanding and patience. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I wish to terminate wildlife/pest contract with pestban / peachtree pest control. ***** was supposed to come on 10/31 but wanted to stop by earlier on 10/30 to view home. I agreed. I was told I would get a written contract- I never did. Friday 11/3 pest control tech arrived but did not service 2 attic areas. Wildlife tech arrived 4 hours late and asked me what he was supposed to service. At this point I knew this company was not qualified to do the work. After they left I received no documentation so I called to get a copy of transaction which took until Monday 11/6. The date was 10/39/23 on contract. I asked to terminate contract and just pay for what was done to date due to (1) unprofessional work, (2) lack of paperwork, (3) not following contract (4)questionable fees (new customer discount of 10% off wildlife and 50$ off pest control were not given to me).The office just forwards you to various people and it delays time so the termination date elapses.I want my contract terminated. I want your equipment out of my home. I want to hire a different company who is more qualified and professional.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a quote from ***** at Pestban for termite services on June 2, 2023. The service was to be scheduled with *********************************. After speaking with *********, she informed me payment would be due at the time of the contract. Due to having an upcoming pest control service, I decided to hold off on the termite service. ********* and I agreed on a time to follow up and complete the contract with payment. I received two voicemails from ********* to complete the service; however, I did not return the call due to an unexpected death in the family. I did not return the call to ********* to complete the contract with the required credit card/ debit card. Monday July 3, 2023, I received an alert on my Chase account and logged on to find Pestban charged my debit card the $300 fee for the termite service. I never gave my credit card information to the business for this service. Because I have regular pest control with the company, my credit card information on file was used to secure the transaction.

  Business response

  07/03/2023

  Dear ******,
  I hope this email finds you well. I am writing to offer my sincerest apologies for the recent issue regarding the incorrect charge on your card. I deeply regret any inconvenience or frustration this may have caused you.
  
  Upon reviewing our records, it has come to my attention that due to an unfortunate error on our part, we mistakenly charged the incorrect card on file for your recent termite agreement. I fully understand the importance of accurate billing and the inconvenience caused by this oversight.
  
  Please be assured that we have taken immediate action to rectify the situation. We have initiated the necessary steps to refund the amount charged to the incorrect card and ensure that it is credited back to your account as soon as possible. You can expect the refund to be processed within 5-7 business days.
  Furthermore, we have implemented additional measures and reviewed our internal processes to prevent such errors from occurring in the future. We understand the importance of maintaining the trust and satisfaction of our valued customers like you.
  
  Once again, please accept my deepest apologies for any inconvenience this may have caused. We value your business and are committed to providing you with the highest level of service.If you have any further concerns or questions regarding this matter, please do not hesitate to contact our customer support team at [contact details]. We are here to assist you and address any further issues promptly.
  Thank you for your understanding and patience. We appreciate your continued support and look forward to serving you better in the future.
  
  Yours sincerely,
  *************************************
  VP Business Operations
  Pestban, LLC

   

  Customer response

  07/03/2023

   
  Better Business Bureau:
  
  I spoke with a representative of the business regarding complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Pestban on 9/4 and asked them to send a technician out to spray inside my house for Cockroaches. I got no response so I tried emailing customer service on 9/23 saying that no one responded to my call I need someone to come out and spray inside my house for cockroaches. They emailed me back saying they would be happy to send someone out what kind of bugs was I seeing and I replied cockroaches. I got no response from that email. I have since seen technicians in my neighborhood when I was mowing my lawn or walking the dog. But no technician has been sent out! I called yesterday saying if you do not send a technician out today I am not renewing my annual pest control. The customer service rep said they could send someone tomorrow at 9:30 to spray for pests and a termite guy on Friday. At 11 am today October 4 th a Pestban technician rings my bell and he says he is here to check termite traps. I said I thought you were coming Friday he said no today. So I said ok go ahead. When he was in my side yard I asked him to show me what he looks for when checking traps. He explained and I said ok and returned inside my residence. I called Pestban to ask them where the pest control person was. The customer service rep said the termite guy could do it . She said let me call him and I will call you back. She calls me back 10 minutes later and said termite guy said you ordered him off your property so he could not do the inspection. I said I did not say that he is lying to you. She said I will call his manager and see what is going on. They have not called back. I have a one year contract with them for pest control which starts on November 1. I think they are dragging this out so they can charge me for another year of pest control.

  Business response

  10/13/2022

  We were able to connect with **** and scheduled for the territory manager to go out on 10/7/2022 and do a thorough treatment to assist her with her pest issues.  In addition to having our manager go out to do a thorough treatment, we also contacted **** on 10/12/2022 and left a voicemail to ensure that the treatment was successful at eradicating her issue and asked her to please follow up with us at her convenience. We have since investigated the chain of events that resulted in **** having a less than satisfactory experience and confirmed that the missed appointment was an internal clerical error on our behalf. We are super happy to issue a discount on her bill for pest control being that it was our error. Satisfying our customers and making sure that we are meeting their needs is our TOP priority! We will continue to follow up with **** over the next week in hopes that we can re-connect with her and confirm that we have completely satisfied her.
  

*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. ↩