ComplaintsforTriGuard Pest Control, LLC

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to Triguard *********** services in July, 2023 with a promise of timely and exceptional service. I agreed to be billed $95 each quarter, which is what I being charged from my current pest control company. After Triguard's second visit, I finally went into my crawl space for the first time and found numerous black widow spiders. I immediately called TriGuard in early August and was told no one could come out for another 10 days. This was shocking and not at all what I have experienced with other pest control companies. I had work scheduled to be done on my crawl space, and that appointment had to be delayed. When the technician was supposed to show up, I got a call that he hurt his back and it would be another week before anyone could get there. It took them almost 3 weeks to respond, but by that time, I had bombed it myself 3 times, just to get the crawl space work completed. After the technician treated the third time, I continued to see a large amount of spiders inside and outside of my house. I sent an email to cancel my service on 9/7/23 explaining the issues and due to their non-performance of what they CONTRACTED to do. I received no response from that email until I was called in November by a person was trying to collect my payment. They acknowledged that there was a long delay in responding to my email, but that I still owed the balance. This delay in contacting me was just another example of their poor customer service, not to mention the fact they increased my price to $135 the second time. BAIT AND SWITCH. I have continued to be billed for the $281.25 cancellation fee, even though I sent a certified letter on 12/28/23 and have spoken to numerous employees and supervisors explaining what happened. I called on 01/10/24 and they promised to call back. Again nothing happened until I called again today 01/19/24 and was told I was being sent to Collections. AWFUL BUSINESS!!

  Business response

  05/02/2024

  Hi *****, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication. It looks like your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Tri guard fulfill their agreement as contract and getting rid of box elder bugs instead they have kept me from canceling for various reasons there for I want a full refund not a bill for early cancelation I am also sending a copy to atg of Washington and will cc you as well thanks ***************

  Business response

  05/02/2024

  Hi ***, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication.

  We want to make sure you have a good experience with TriGuard and that your pest control needs are taken care of.  
  

  Please understand that pest control can be pretty expensive, with most reputable companies charging around $300 for a one-time service. We try really hard to offer our customers affordable pest ********************** by breaking up the cost over the course of a year, with the understanding that we will be able to finish the agreed upon services. You were given a big discount wit that understanding. A service agreement like this obviously requires an early cancelation fee, or it would be an unwise business practice for a company to give discounted services at less than cost. Thats why the early cancelation fee exists in the first place, because it allows the company to provide better discounts to the average consumer.
  
  We would love to finish the service agreement for you and do all we can to take care of your pest control needs.
  
  Unfortunately, if this is not an option for you, and if you still want to cancel our services early the early cancelation fee applies, and there is nothing we can do to waive it.
  
  As it currently stands, your account has already been closed and the early cancelation fee has been billed. Please reach out if you would like to reinstate it.

  Sincerely,
  TriGuard Pest Control

  
  
  

   

  Customer response

  05/02/2024

   
  Complaint: 21155749
  
  I am rejecting this response because: the company refused to honor their sales part of the contract and i allowed them to come out and retreat for the box elder bugs that was unsucessful both retreats but the fact that i was stalled of canceling per the companys laging response and they did not honor their part of the contract and i expect a full refund due to this fact Thanks ***************
  
  Sincerely,
  
  *******************

  Business response

  05/08/2024

  Hi *****, 

  We're sorry to hear you're still not a satisfied customer. With pest ********************** being as expensive as it is to preform (most reputable companies charging around $300 for a one-time service) it is impossible for us to provide services at less than cost.

  You were given a huge discount for signing up for a year of services. You did not honor your side of the agreement by sticking with the services for the entire year; normally we would've charged you the difference of the discount you received which in your case would've been a $187.50 charge. Not only did we waive this fee that we were entitled to, but we also refunded you $137.63 for the last service that was completed due the the miscommunication that occurred. 

  All in all, we provided you with three full pest control treatments, but have only been paid for two of them at a much discounted rate. We have done right in how we handled your account, and unfortunately can do no further refunding than that which we have already done. 

  We want you to be a happy customer, so if you have any additional questions, please reach out to one of our ************* Specialists at ************ 

  Sincerely,

  TriGuard Pest Control

  Customer response

  05/09/2024

   
  Complaint: 21155749
  
  I am rejecting this response because: this is a very unacceptable answer as it explains their bussines strategy not a solution to them not living up to their end of the contract
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred here by a neighbor. Spoke with a tech about options and said I only wanted a one time service. We are considering putting our house up for sale so we knew we just wanted a one time service. They said no problem and would send an agreement over email. Once I got it, there was only an option for a year long contract (multiple services). I called and said I had concerns signing this and was told I could talk to the folks doing the service. Then, a few days later when I didnt sign, they said it had to be signed before they came out. I had to take off work for this so I signed it. When they tried to charge me for the next service, I explained to them the situation and they said they would investigate. After the investigation, they said they would only charge me and additional $160 (estimate) for a one time service on top of what I have already paid them, removing the discount. I told them I was never told the discount was for the year service only, but the customer service rep ***** said thats the way it is. He said the decision was final and there was no one else who would speak to me in the entire company about this. I feel they are running a scam, giving misinformation, and over charging folks. I would hate for this to happen to other folks. I have emailed them documentation which I feel they have completely ignored.

  Business response

  05/02/2024

  Hi ****, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication.

  We want to make sure you have a good experience with TriGuard and that your pest control needs are taken care of.  
  
  Please understand that pest control can be pretty expensive, with most reputable companies charging around $300 for a one-time service. We try really hard to offer our customers affordable pest control by breaking up the cost over the course of a year, with the understanding that we will be able to finish the agreed upon services. You were given a big discount wit that understanding. A service agreement like this obviously requires an early cancelation fee, or it would be an unwise business practice for a company to give discounted services at less than cost. Thats why the early cancelation fee exists in the first place, because it allows the company to provide better discounts to the average consumer.
  

  It looks like your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  

  Sincerely,
  TriGuard Pest Control
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Triguard Pest Control for their services and recently decided to cancel. Upon cancellation, I was shocked to learn that they are imposing an exorbitant cancellation fee of nearly $300. This fee is approximately 75% of the remaining price of the service had I not cancelled. This fee seems disproportionately high and unreasonable, especially given that I would not be receiving any of the services associated with this cost. I believe this fee structure is unfair and would like it to be addressed.

  Business response

  10/31/2023

  ********, 

  We apologize for any negative experience. Please understand that pest control can be pretty expensive, with most reputable companies charging between $300-$400 for a one-time service. We try really hard to offer our customers *************** control by breaking up the cost over the course of a year, with the understanding that we will be able to finish the agreed upon services. A service agreement like this obviously requires an early cancelation fee, or it wouldn't be a wise business practice for us to hand out discounted services at less than cost.  Thats why the early cancelation fee exists in the first place, because it allows the company to provide better discounts to the average consumer.

  We would love to finish the service agreement for you and do all we can to take care of your pest control needs. Unfortunately, if this is not an option for you, and if you still want to cancel our services early the early cancelation fee applies, and there is nothing we can do to waive it.

  Please reach out if you have any questions, we are happy to help! Call ************** or email *******************************

  Sincerely, 

  TriGuard Pest Control 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  TriGuard was suppose to treat my property during the month of September 2023. They did not show up nor contact me at all to discuss there absence. On October 24th 2023, the company sent an automated voice recording to let me know a technician would be at my property on October 27th, 2023. I immediately called TriGuard to let them know that Im not due for services in the month of October and they didnt show up for service month of September.TriGuard missed my service appointment in September like we agreed upon in the contract, and never communicated with me regarding the absence. I am not accepting late service. They voided the contract and refused to be held accountable. The account manager asked if I wanted to cancel their service and that if I did I would be charged an early termination fee. The account manager told me if I didnt pay the early termination fee that Id be sent to collections and there was nothing he could do.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A man came to by door in June 2023 unsolicited and sold me on having them come out and do pest control. I was told someone would spray my place in June for $99, then come out again in July for $125 and every 3 months after. The next one was Oct 2023 for $125.00. After this I tried to cancel the service and at this time, I was told I would have to pay 75% of the last 2 remaining services. I was not informed by the salesperson that I would be locked into any remaining services or that I would pay any fee for canceling. I am trying to cancel well before they are supposed to come out next (Jan ****) but I am told I will pay a fee. I feel this is unethical the salesperson did not disclose this. ******* on the phone basically said there is nothing they could do. I would like the remaining service canceled with no additional fee for canceling. There is no reason to charge a fee to cancel pest control services several months in advance.

  Customer response

  10/24/2023

  I have a video of the sales person telling me it was pay as I go. 

  Business response

  05/02/2024

  Hi *****, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication. It looks like your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  
  

  Customer response

  05/09/2024

  The company cleared remaining charges and had not contacted me. My assumption is they decided my complaint was valid after providing video proof of the sales men saying I would pay as I go and not be penalized for canceling early. This matter can be closed. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  August 23rd, ****** walked into my garage at 930pm, past legal solicitation hours. He was very misleading about the contract that was signed as I wasn't even given an opportunity to look at the tablet he was holding. I was told that the service (no mention of contract) can be cancelled at any time with no penalty and was not made aware of the higher price that was locked in after the first service. ****** explained to me that I was signing permission for access to the home and just the first service being done. After contacting the company regarding the issue, the customer service rep said that there is nothing they can do. It's apparent that I was targeted by the sales rep since it was late at night, and in an environment involving alcohol. There were 3 other witnesses in the garage at the time of his sales pitch, where one also signed and is in the same situation due to the inaccurate information provided, and not being transparent with what was being signed.

  Business response

  05/02/2024

  Hi Mia, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication. It looks like your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had Triguard Pest Control come to my door selling their service. I had them do and initial service and paid them they returned one more time and I paid them. I emailed and cancelled due to the bees still at my home. Didn't hear anything from them until July 31st. Offering to return and do another application. I stated that I didn't want them to return and that I wanted to cancel. They then told me I would be billed for 3 more times of services at 75%. I am not paying for a service that I have not received. When they come to your home, they have a small tablet they have some type of contract on. I was not aware I had to have ****** worth of service. The salesperson told me after 2 applications I could cancel if not satisfied which is what I did.

  Customer response

  08/07/2023

  This business keeps sending me invoices for a service I have not had done. They say it is a cancelling charge of ******. I am waiting a return phone call from a supervisor. I was wondering if you have had any response from this business. They have stated that I agreed to a 1-year contract. I was never told that. Only that I could cancel after the 2nd application if I was not satisfied. This is a total scam.

   

  Business response

  05/02/2024

  Hi *****,

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication.

  We want to make sure you have a good experience with TriGuard and that your pest control needs are taken care of.  
  

  Please understand that pest control can be pretty expensive, with most reputable companies charging around $300 for a one-time service. We try really hard to offer our customers affordable pest ********************** by breaking up the cost over the course of a year, with the understanding that we will be able to finish the agreed upon services. You were given a big discount wit that understanding. A service agreement like this obviously requires an early cancelation fee, or it would be an unwise business practice for a company to give discounted services at less than cost. Thats why the early cancelation fee exists in the first place, because it allows the company to provide better discounts to the average consumer.
  
  We would love to finish the service agreement for you and do all we can to take care of your pest control needs.
  
  Unfortunately, if this is not an option for you, and if you still want to cancel our services early the early cancelation fee applies, and there is nothing we can do to waive it.
  
  As it currently stands, your account has already been closed, and the early cancel fee is being billed. Please reach out if you would like to reinstate it.
  
  Sincerely,
  TriGuard Pest Control
  
  

   

  Customer response

  05/03/2024

   
  Complaint: 20402889
  
  I am rejecting this response because: This complaint is almost a year old with no contact from TriGuard. I had originally tried to contact them after cancelling with no return calls. The issue I hired them for is still a problem several months after their applications. I told the service after two applications that the problem still exists. When I agreed for this service, it was during covid and I didn't let them into my house. So, they had a small iPad with a contract I believe for me to sign. I was told after the first 2 applications I could cancel if not satisfied. I called and cancelled and didn't hear from the business for at least a month before they tried to tell me I owed ****** for cancelling. I told them the information that I could cancel after 2 applications. I am not paying for a service that I never received, and the two applications gave me no relief from the bees. This is so old now I don't have a copy of the receipts from the business. I had several conversations with the company before filling this complaint regarding the issue. I feel they were trying to bully me into paying for a service I didn't use. I tried to contact someone in management and left messages for a woman with no return calls.
  
  Sincerely,      ***********************
  
  ***********************

  Business response

  05/08/2024

  HI *****,
  
  Again, we apologize we hadn't responded sooner. This simply wasn't a monitored avenue of communication previously. 
  
  As for the service, we are sorry you're still not satisfied with the service, but as previously stated, pest control is pretty expensive (most reputable companies charging around $300 for a one-time service). You were given a big discount for signing up for the year which requires a certain level of commitment from both of us, unless you want to pay the difference of the discount you received, then we can promptly close your account. 
  

  Not only did you sign up for services through one of our third party contractors, who has always been extremely ethical in his manner of business with us, but we also sent you a copy of your signed service agreement immediately after you signed up. It was delivered to your email that you provided on 6/14/2023 and it was opened 3 times. Because of this and other reasons, we do not understand how you could've misunderstood the service agreement. 
  
  We want you to be a happy customer, so if you have any additional questions, please call one of our ************* Specialists at ************.

  Sincerely,

  TriGuard Pest Control
  
  

  
  

  Customer response

  05/09/2024

   
  Complaint: 20402889
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/09/2024

  Yes, you are correct I did speak to the guys that came to my door. I was trying to remember if there was two or three, but they never came into my house I walked outside through my garage and like I said they had a little iPad that they were using. The sun was out, and I couldn't read anything on the iPad. But I clearly remember him telling me after two applications I could cancel if not satisfied. I monitored the bees after the first application and noticed no change. So, when they came the second time, I told them about the constant bees around the fence area they said that they would pay close attention to that area. To no avail the bees continued to swarm in that area. I then contacted the number I was given and cancelled the service. I never heard anything from the company for a while I really can't remember when they finally contacted me telling me I couldn't cancel. I then tried to contact the corporate office and had spoken to different people about this and was told I would get a return call. I know a female called and left a message when I returned the call, I left a message and never heard anything again. I really don't feel the service was working and I am surprised that you feel it's proper to continue to charge a customer that says the service isn't working. You state it is expensive well for 15 mins of service two times that is very expensive too. I tried to resolve this issue, but you continued to say that I owed you for a service that was not performed. If you want to send your representative to my home to verify the bees, please feel free to contact me and I will make a time for you to do so.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction 07/03/2023 Paid TriGuard $163.05 on 07/03/2023 TriGuard provided one pest control application TriGuard now claims I signed a 12 month contract for services. I signed a blank tablet page to authorize a one time application service on 07/03/2023.I have telephoned and emailed several times to try and resolve the issue.Account # ***** On **/**/2023 about ****** a door- to- door salesman, *********************, knocked on our door selling pest control services. He stated TriGuard was working on our street with several homeowners and could provide us with the pest control service at half price because they were already here. In fact the technician was two houses away from us and could stop by our home within minutes, therefore the discounted rate. **** stated he was the owner of the company and was looking to pick up a little extra business because the technician was already here. I signed a blank computer tablet to authorize the one time service on 07/03/2023, and typed my initials to authorize the credit card payment of $150. Within minutes the technician was at our door to start the service.On 07/05/2023 a rep from TriGuard telephoned me and said I had signed a 12 month contract for service. I explained that I signed a blank tablet for one time service and that we specifically told **** we did not want a contract because we plan on moving. The rep emailed me a contract that they cut and pasted my signature on. I called back and told them this was a scam. I telephoned and emailed them on 07/05/2023, 07/07/2023, and 07/19/2023. ***, the cancellation manager, stated he asked **** about it but **** "didn't remember what he said to us because he talks to lots of people every day". I have repeatedly insisted that I did not sign a contract and it should be cancelled without my owing any additional money. *** emailed me on 07/26/2023 stating that I will be charged $150 if I discontinue service. The contract is fraudulent and should be cancelled.

  Business response

  05/02/2024

  Hi *****,

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication. It looks like your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern:I am writing regarding ********************** I spoke with ***** on 07/11/2023. I asked him to cancel my service immediately as I have made many complaints regarding the quality of their services drawing the last 12 months. He sent a technician out to my house anyway to do a service on 07/13/2023 from 02:20 PM to 02:23 PM without my permission to be on my property. They did not do what I had asked them to do, and I did not agree for them to come to my house for service. I called customer service at the same time 07/13/2023 at 14:30PM and made a complaint and somebody will contact me back to discuss the issue. On 07/24/2024 at 15:01 PM, I received a call from ***** protesting that he did not remember that I request to cancel my service and do the payment for the services on 07/13. He was so rude and unprofessional. I asked to speak with his manager, and he said " I am the only manager" I asked for the owner's contact, and he refused due to the owner was busy, and he didn't have time to talk to the customer.I would appreciate your assistance in whatever way you can offer.

  Business response

  05/02/2024

  Hi Dirar, 

  We apologize we haven't responded until now; this has not previously been a monitored avenue of communication. It looks like you've already been refunded and your complaint has already been resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  
  

*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. ↩