ComplaintsforCritter Cowboys Wildlife, LLC.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In ******** ** ****, Critter Cowboys offered a service of "sealing" my home to resolve an issue I was having with flying squirrels coming into the house. In ******* of 2022 I agreed to have the work done for $3,925.00 after being told this would prevent the squirrels from coming in, I would have a one year warranty and could renew that warranty yearly for about $180.00. On ********* Critter Cowboys performed the service of sealing my home. As stated in the quote and work order, "******, I have included everything needed to properly critter proof your home and get the squirrels out and keep them out." The squirrels never stopped coming in. When the weather is warm it is not an issue but when it gets cold, that's when the squirrels enter the house. Sometime in ******** 2022, I contacted Critter Cowboys because squirrels were coming in the house daily. **** came out and said the squirrels were coming in a gap under the roof and it would cost an additional $1,520.00 to seal this gap. I spoke with the owner, ****, and he said roofs built before 2014 had an "edge gap" and they would work with me on the costs some but still gave me a quote of an additional $1,140,00 to seal just a portion of the edge gap above my deck at the back of the house. I feel like this was a bait and switch. I was told they were supplying everything to seal my home only to find out they overlooked a major issue with significant costs. If I had been told this from the beginning I probably would never have agreed to have the work done. After investing about $4K, squirrels have still been coming in to my house at will and I feel the promised service was not delivered.

  Business response

  03/29/2023

  This is not a valid complaint but I would like to talk with someone from BBB to discuss resolution. Please call me at ************ or tell me who and how to call you?

  ****

  Business response

  04/18/2023

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

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

  
  Dear *****,

  
  This is the response to the complaint filed by ****** *******. I will attach the
  contract in full so you can clearly see the complaint is not under purview.
  

  We completed work on customers home and date of signed contract was **********
  

  Customer in his complaint did not provide a complete copy of work order, which
  clearly states, that we only cover under our warranty the line items specified in the
  work order that we completed. The warranty also clearly states that
  

  “All repairs are warrantied for one year for workmanship and to keep animals
  out. This does not guarantee animals will not enter the home through areas that
  were not repaired by Critter Cowboys or entry points not found at the time of
  service.”
  

  When customer called to renew his warranty we did an inspection and found that
  Rodents had made new entry at his roof line gap (original problem was in basement
  not roof) which we did not repair or charge for in the original work order therefore
  clearly as outlined above would not be covered under our warranty. We gave the
  customer and additional quote to seal the area of the roof line gap or to install gutter
  guards that would solve the problem and he did not want to spend the money. I then
  just in an effort to help the customer offered to do the drip edge flashing on the roff
  line gap at our cost of materials even though as clearly outlined above would not be
  covered under our warranty, He did not want to do that either.
  
  We have went above and beyond our contract to resolve this issue and on **********
  we installed the drip edge flashing for free just to hopefully satisfy Mr. *******.
  

  I feel this was a false invalid complaint as outlined in our warranty and work he agreed
  to and respectfully submit that this complaint be removed.
  

  I will attach a complete copy of signed work order that clearly validates my request. If
  you need any other information please let me know.
  
  ******* ******* ******** *** **** ***** ************

  Customer response

  04/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory since **** ***** has agreed to install the drip edge flashing at no cost. However, for the record, there are some discrepancies in the response:

  "When customer called to renew his warranty we did an inspection and found that
  Rodents had made new entry at his roof line gap (original problem was in basement
  not roof) which we did not repair or charge for in the original work order..."

  To be clear, calls and texts regarding this matter were made long before calling to renew the warranty and well within the warranty period. Multiple calls were made during 2022 concerning rodents This particular incident occurred around ******* ** ****. Screenshots of some texts are attached. These texts are after an employee named **** came out and determined rodents were coming in through the roof line gap and I was quoted $1520 for installing the drip edge. A few days later I had a conversation with the owner, **** and he admitted to me that they were unaware of the fact that roofs installed before 2014 were constructed in this manner  (even though this is now 2022) and now they look for this and include it when quoting a job like this. This was overlooked at my house. When they came to "seal" the hose their goal was to seal every opening. They used concrete to seal any openings they found where rodents might enter including using concrete where the roof meets the 2nd story wall. They also covered roof fixtures with screens.  The roof line gap, which is an obvious opening, was overlooked.  The point of our disagreement was I was told this service would seal all openings to prevent rodents from coming in for appx. four thousand dollars when instead the quote should have been $5,500 - $6.000 according to ****. If I had known the house was not really being sealed for what I had paid and the actual amount was much higher, this would have been a different situation. I was not given the actual costs to "seal" the house so my consideration to have the work done was based on inaccurate information."

  "Rodents had made new entry at his roof line gap (original problem was in basement
  not roof) which we did not repair or charge for in the original work order therefore
  clearly as outlined above would not be covered under our warranty."

  This is inaccurate. There was a prior job where I called Critter Cowboys out because the rodents, specifically flying squirrels, were coming in the house and two of them while traveling across the drop ceiling in the basement had fallen into a wall and were trapped.  Critter Cowboys came out and removed the squirrels. This was a separate job that was completed prior to having the work done of "sealing" the house where we had the disagreement. This sealing of the house was supposed to cover the entire house including the roof. Some sealing of the roof was performed but not the drip edge gap. The drip edge gap was overlooked.

  
  Sincerely,
  
  ****** *******

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