ComplaintsforTriGuard Pest Control, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Tri Guard Pest Control sent a sales lady unsolicited to our house She offered a one time pest service for ***** I wrote her a check. I signed no contract They performed the service once and sent me a bill for four services more Inv ****** never performed and sent me a contract with my signature forged on it The bill was for ****** Ive told them the circumstances but they insist on collecting. Clearly a scam and fraud

  Business response

  08/06/2024

  Dear BBB, 

  Thank you for your assistance with this matter. We apologize for the tardy response. This has already been discussed with **** and *****, and unfortunately it doesn't sound like we're going to end up on the same page, but perhaps we can come to a compromise.

  Obviously we would love to keep them as happy customers, and would love to do anything we can to make the service worth it to them.
  

  They had signed up for 12 months of services (5 total treatments), which is why they got the services at such a discounted rate. Obviously a service agreement like this requires a certain level of commitment from both of us. Unfortunately cancelling earlier than agreed means having to pay the difference of the discount received.

  ***** signed up through one of our salespersons who is a 3rd party contractor, and who has always been extremely ethical in their manner of business with us. They did in fact sign the service agreement electronically on a company ipad that was presented to them by the salesperson. All the things were properly disclosed, and we immediately sent them a copy of the service agreement to the email **** provided, which was opened on the day we sent it, on 5/1/2024. Accusing someone of falsifying a signature is a serious accusation, and we don't take it lightly. We have attached the signed service agreement for your review. We assure you this was indeed signed and initialed by *****, otherwise how would we know his middle initial is the letter "B"?  

  All that said, perhaps we can come to a compromise. We don't usually expect someone to cancel services so soon after starting the year agreement, and aren't sure where the miscommunication came in. But the early cancellation fee is meant to cover the difference of the discount received. Since they are cancelling this early, it is much higher than usual. A full one-time service fee is normally $300, and they have already paid us $99 +tax, and we would be happy to lower the cancellation fee to an additional $201 +tax, rather than the $567. 

  If they agree to this solution, then we will happily close out their account. Obviously the other alternative is continuing the service until it is complete, and we'd love to do whatever in our power to make the service worth it to them.

  Thank you, and have a wonderful day!

  Sincerely,

  TriGuard Pest Control

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TriGuard pest control came to the door and since my elderly father is sick, I immediately said that we would not be signing any contract for continued services. Sales guy said no problem that they could do a one time service. I believe his name was ******. I asked for a card or any info and he said he had none of those things on him. I said if the one time service works that they could come on Saturday. I was quoted $100 for one-time service. ******* showed up on Saturday and again I asked for any info since I had not received any calls or emails. Both the sales and service guys said they didnt take any payments but I would get an email. Today I received a phone call and the lady advised me that she was sending the contract over now since they had all of my info incorrect previously. I received contract and it shows a scribble signature on a contract Ive never seen and obviously didnt sign. I told the lady that since my elderly father is ill with cancer there was no way I would have agreed to a year+ contract since its doubtful he will be around to honor it. She ignored my explaination. I called back and asked to speak to a supervisor and she put me on hold a while and came back saying she would forward my info to a manager. I immediately responded to the contract email saying we were cancelling any agreement. No response.

  Business response

  08/13/2024

  Hi *****,

  We apologize for the miscommunication. We have reviewed your account and waived any applicable early cancellation fee. Your account has been closed.

  Hopefully this helps. Please let us know if there is anything else we can do. 

  Sincerely,

  TriGuard Pest Control

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the salesman who came to our home misrepresented the program he was trying to sell. we feel he deceived us into buying a program we did not want. the salesman NEVER mentioned that this program was for one year, nor did he mention that the cancellation fees would be 75% of the remaining of the year, this would come out to about $1375.00. i have given my written notice to cancel the program. i was told that *** was the one in charge of this. i talked to *** and he told me that he has no control of the cancellation but he would put this into review, and that would take 2-3 days for a response. after 5 days i received an email saying that the review was finished and that i will still have to pay the fees, also if i had any more questions i was free to call the customer service desk. i called the customer service and asked for someone with more authority to get this canceled. the customer service representative told me that *** was in charge of cancellations. i received an email later that day and it came from DAMEN and he said he was the top rung of the ladder and there was no one else above him. he said that i will be charged the fees and they will not do anything about it. The company has done nothing to resolve this except give me the complete run around. looking at the copy of the contract they sent, my initials somehow showed up on the form, I NEVER signed nor initialed the salesman's ipad. I have asked for a cancellation of the program and waive the cancellation fees. the salesman said the company would seal the siding on my home to keep the bees from building nests inside. the salesman asked if we have a mosquito problem he could put a mosquito trap in our yard. we told him no we do not have a mosquito problem. the sales man said they would come out and spray for bees and flies. after the technician left, the flies were still present, and we had to clean up the spray from our windows. the technician never sealed the siding on our home.

  Business response

  08/13/2024

  Hi *****, 

  We apologize for the late response this has not been a monitored avenue of communication until recently. It looks like this issue has been resolved. *** has notated your account to show that we are closing out the mosquito service without any early cancellation fee, and that the general service is being lowered to $150 each quarterly visit for the remainder of the agreement. 

  We're happy we were able to come to a compromise; please reach out if there is anything else we can do to help. We'll do our best to provide the high quality service you deserve.

  Have a great day! 

  Sincerely,

  TriGuard Pest Control

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is scamming people. We signed up with some kid because he stated it was a sale of $100 for a 12 month service. My husband asked if there would be any other fees or charges and we were told no. Then they come out for their first check after the initial and we realized we had an invoice to pay. When I called the company to talk to someone about this they told me its in the agreement you signed. The salesman didnt even allow us to read said agreement before signing nor did he inform us wed be charged everytime they came out. Regardless if its in the agreement or not the sales person should not be ******* people and letting them know theyd be charged everytime they come out. Also was informed wed have to pay 75% of the remaining services if we canceled which is ridiculous. I would never recommend this company and will make sure to tell everyone here in our small community that they shouldnt go with this company. Hire better salesmen who actually tell you what youre signing up for.

  Business response

  08/13/2024

  Hi Sieyra, 

  We apologize for the late response this has not been a monitored avenue of communication until recently. We also apologize for any misunderstanding when it comes to the pricing break down. It looks like this has already been discussed with one of our customer service managers, but as an extra effort on our part, I have discounted the treatments down to $135 per quarterly visit for the remainder of the agreement term.

  Hopefully this helps. Please reach out to ************** if you have any questions. We are looking forward to providing you with exemplary services!

  Sincerely, 

  TriGuard Pest Control

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sent me to a collection agency shortly after the credit card tied to the service was loss or stolen instead of contacting me. I paid the collection agency and cancelled the service. Once they received their money they resumed their slipshod service which I again cancelled by phone and via email and now they are asking for money again. How do I make them leave me alone!

  Business response

  06/06/2024

  Hi ****, 

  Thank you for contacting us about this. We want you to be a happy customer, and we're sorry about any miscommunication that has occurred.

  It appears that we did in fact contact you multiple times about paying your ***************** before it went to collections. Not only did we notify you on 11/30/2023 when the service was complete, but we also reached out on 12/1/2023 letting you know the card had failed. We tried again to contact you on 1/3/2024 to update the payment method. Unfortunately, because we were unable to contact you, we had to send the bill to collections on 2/8/2024, a whole 70 days after the bill was due, and after multiple contact attempts. 

  Still though we want you to be a happy customer, so we were very happy to take it right back out of collections when you called in to pay the bill on 2/15/2024. 

  You had been on a subscription service (every three months) and we hadn't received any cancel request from you up until that point, which happened to be the same time the service was reinstated due to your bill being paid in full.  

  We see there was a misunderstanding as whether we were supposed to continue the services after you paid the bill, which is why we went out there again to provide the next service. This was our mistake, and we are waiving the current balance on the account. If you receive another bill from us, please ignore it, as we are closing out your account. 

  Please let us know if there is anything else we can do. 

  Sincerely, 

  By: TriGuard Pest Control
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Prior to June 2023, I terminated my contract with Triguard Pest Control due to unsatisfactory conduct and inappropriate behavior exhibited by their personnel in my backyard. Despite communicating my intention to cancel the service directly to the technician assigned to my property, subsequent unauthorized attempts to access my property were made, prompting me to secure both gates with locks. Nonetheless, service reports falsely indicated that my property continued to receive treatments until October, when entries acknowledged the inability to access the backyard due to these security measures. I contested the validity of charges for services not rendered.Upon addressing this issue with Triguard Pest Control's **************************** I was informed that due to the absence of formal cancellation notes from their technician in their system, the company would uphold the charges and advised resolution through the collections agency. Consequently, my account was closed, and a debt of $185 was referred to collections.This situation underscores a significant discrepancy between the services promised and those delivered, compounded by a lack of internal communication within Triguard Pest Control, ultimately resulting in an unjust financial penalty against me.

  Business response

  06/06/2024

  Hi ******, 

  We're sorry to hear you've had a negative experience. It seems there may have been some miscommunication. 

  You originally signed up for quarterly services (every three months) for an initial period 12 months, and then to be continued at the regular frequency until you decided to cancel by sending us a written notice of some kind (i.e. letter, email, text). 

  We have your service agreement showing that you wanted services, and we had received no communication from you suggesting otherwise, so we continued the service until you requested to cancel by contacting us. Simply turning my technician away at the door is not sufficient cancellation notice. As far as we knew, you were just busy that day and needed to reschedule. This is why your service agreement stipulates that we need a written communication of some kind. 

  Even calling us to cancel would've been sufficient. Unfortunately, since we had received no communication from you to cancel, we continued the services until we learned otherwise. For this reason, we cannot give you a free service simply because you had already decided to cancel services, but just hadn't let us know yet.

  Your current bill of $148.64 is still pending, and is 239 days past due, and will likely be sent to collections if it hasn't already been. Please call us at ************ to pay this bill, and to answer any additional questions.

  Sincerely,

  TriGuard Pest Control

   

  Customer response

  06/06/2024

   
  Complaint: 21758314
  
  I am rejecting this response because:
  

  I had spoken with the service technician and the service technician told me he would cancel my service. Your company has already received several complaints from our HOA due to the disrespecful behavior which is why I had canceled the service. Due to your company's negligence, I will not be dropping this and will take further action if necessary. This is no longer about the money.

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

  Business response

  08/13/2024

  Hi ******, 

  We apologize for any negative experience you've had with our services. We would've been happy to provide any amount of free reservices to ensure the service is done properly especially if you are still seeing any of the covered pests. 

  Please understand, there is no way we can know you're not satisfied with the service, or that you want to cancel the service, without you letting us know.

  Although our technicians take detailed notes of the services performed, they are not in charge of cancellations or billing discrepancies. If you had requested to cancel the services with our technician, he would've informed you to reach out to the office to get it handled.

  You never reached out to us to request cancellation, or even to let us know you weren't satisfied with service, so there was no way we could've known. Because of this, we continued your subscription service until you stopped paying us. As soon as we caught wind that you no longer wanted service, we closed your account.

  Because we rendered the agreed upon services, the bill of $148.64 stands and will continue to be billed until it is paid. 

  Again, we apologize for any negative experience, and should you decide to resume services, we would be happy to do all in our power to provide you with high quality service. Let us know if you have any questions, and have a great day. 

  Sincerely,

  TriGuard Pest Control

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired trigaurd pest control to service our house. They came for the initial treatment. After that we have discovered that theyve been servicing the wrong address. We would like our money back that we have paid. we canceled our service with them since they had not upheld their end of the contract by servicing our home and they are now also charging us an additional cancellation fee of $700.

  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/10/23 a Triguard Pest control salesman came to my door. After he tried to sell me their product, offered me a discounted rate, and spent no less than 30 minutes at my door, I finally gave in and purchased their services. I asked him if there was a contract and if I could cancel anytime. He ASSURED me that there is no contract and I can cancel anytime with NO FEES. Here we are 7 months later: they've come out to service 3 or 4 times and I have not seen any change in rodent or insect activity, therefore I am canceling my service. My first attempt with a customer service gal told me that I in fact could not cancel, so she sent me to my "account manager", *****. He tells me that the only reason the rate was so discounted, is because they need a promise of services and that we must of course spend enough money to make it worth their while. This is spoken to me in a way that is so assuming, as if of course this is the obvious truth. How in the world could they sell us a service so discounted without needing a promise of service from me?! Well I'll tell you how, by promising it to the customer. He told me that he could send me the contract that I signed, with MY signature, as if that means the salesman made me aware of any cancellation ramifications. He indeed did not. In fact, dare I say he lied? He definitely did lie. So I did cancel my service, but now I have been given a final bill since I "cancelled the contract early". The said contract, that I was promised did not even exist. My bill to cancel services, that I will no longer be receiving, is $262.50. I am requesting a cancellation of this bill by coming to BBB. It is clear from other complaints about Triguard, that this is a regular problem with the company. This dishonesty should be stopped at the source, i.e. the salesman. They need to be transparent about cancellations and charges-not just focused on making the sale and getting their commission.

  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 is already being resolved, but if not, please reach out to ************. We would love to help. 
  
  Sincerely,
  TriGuard Pest Control
  

  Customer response

  05/02/2024

   
  Complaint: 21226775
  
  I am rejecting this response because there has been no resolution of my complaint, you are incorrect. I have been forced to pay for another service. I have one remaining. This is all due to lack of transparency and dishonesty at my front door from your salesperson. Please cancel my last treatment as I do not want it. 
  
  Sincerely,
  
  ***************************

  Business response

  05/08/2024

  Hi *********, 

  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 6/10/2023 and it was opened 6 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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In May of 2023, a technician came to the home of where I was renting to offer services. During the exchange, the technician stated if you do not like the service you may cancel, it is pay as you go did not mention additional charges to cancel. Received a call to continue services but I wanted to cancel. They stated they would have to add additional charges because they only did one service and anticipated more. Never once stated they would add an amount taken off from discount.

  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 with 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. 

  As it stands, we've removed the early cancellation fee and are choosing to treat this as a one-time service $250 before promotional discounts are applied for signing up for the year. You've already paid us $99; your account has been frozen and the remaining $151 has been billed.

  Please reach out if you have any questions. 

  Sincerely,
  TriGuard Pest Control
  

• 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
  
  

*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. ↩