ComplaintsforCroach® Pest Control

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction date: Aug 13th, 2024 Service was completed without authorization.When service was setup at this location the contingency was I the customer could stop service at anytime as well as not receive service unless authorized on said scheduled day. If they are outside they just proceed to do the work and charge you, not knowing what has been completed but of coarse have to call when they plan to enter your home? So why not treat bother services the same as well as the customers specific request prior to purchasing this service. Management states the notes are in the system to allow me to cancel at any time but nothing was stated to call customer before service but we do offer that

  Business response

  08/14/2024

  Dear ****,

  Thank you for reaching out about your concerns. We take great care to avoid such occurrences and we value your business. At Croach we handle these types of concerns internally and you will be contact within the next 24 hours to come to a resolution. Again thank you for making us aware. 

  Croach

   

   

  Customer response

  08/14/2024

   
  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had croach 2 times now whenever we complain about the increase of bugs or that any kind of hive is in the area and they don't take care of it and are insulting and rude. They have said they do their best but I pointed out a specific hive and it was never taken care of. My daughter was stung today and I'm deadly allergic. I can't take it anymore and don't think it's okay to subject people to something we paid u to get rid of.

  Business response

  07/17/2024

  Dear ********************,
  Thank you for taking the time to share your feedback. We sincerely apologize for the distress and inconvenience caused by our initial service and any subsequent interactions.
  At Croach, we strive to provide the highest level of pest control services, and we are deeply sorry that we did not meet your expectations. We understand the gravity of your concerns, especially considering the unfortunate incident involving your child being stung by a wasp.
  Despite our efforts to rectify the situation during our follow-up visit, it is clear that we have not been able to meet your needs and ensure your satisfaction. After careful consideration, we have decided to close your account and waive any early termination fees associated with it.
  Your feedback is invaluable to us, and we will use it to improve our services and customer interactions moving forward. Should you have any further concerns or require additional assistance, please do not hesitate to reach out to us.
  Thank you for giving us the opportunity to address your pest control needs. We wish you and your family the best.
  

  Sincerely,
  
  Croach

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A sales person named *************************** signed my initials to their agreement without my authorization and now the company is attempting to hold me responsible for their service agreement. The service did not keep the pests away as they sold it to me and I am not interested in receiving any additional services from this company.

  Business response

  06/27/2024

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

  Thank you for reaching out about your concerns in regards to the sales interaction with ******. Our team has reached out to you to resolve this matter but have been unable to contact you. Please call ************ 

  We appreciate your business,

   

  Croach

  Director of Customer Relations

   

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  * A door-to-door salesman from Croach Pest Control visited my home on April 23, 2024, and offered a one-time pest service for $100. * I agreed to the one-time service and paid $100. * The next day, on April 24, 2024, I realized I was enrolled in a monthly subscription and contacted Croach to cancel. * Despite the cancellation window in the contract, Croach pressured me into a new subscription plan to avoid a cancellation fee using a clause in the contract I was not aware of. * I lost faith in Croach's business practices due to the high-pressure sales tactics and concerning online reviews. I paid the cancellation fee of $200 since they were not being honest and upfront. * I should not have been billed the $200 cancellation fee and would like to receive it back since I canceled the contract literally a day after signing it. * I contacted my credit card company to initiate a dispute but croach says that they will bill me again if the credit card company sides with me. *** never had experience with a manipulative business like this before and would like BBB to help resolve this issue by asking ****** to refund the $200 subscription cancellation fee which was initiated a DAY after signing the contract as soon as I knew what happened.

  Business response

  06/07/2024

  Dear *************************** Mohan,

  We appreciate your concerns and have received communication from your card merchant about your dispute. We are unable to communicate any further about this concern until the matter of the dispute is resolved. Please direct any further questions to our tool free # ************. 

   

  Croach

  Director of Customer Relations

   

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Croach to make an appt for pest spray in my home I told the woman that I did not want to sign a contract I did not need a consultation I wanted my home sprayed for ants/spiders that's all She booked appt Late, the Croach ******* finally arrived He was late so I went out on my front porch watched him drive by my house 3 times 3rd time I called & notified the Croach off. ***** spoke to said she would radio him let him know he was at the house I went back outside he parked a long way from my home;in front of the neighbors house I watched for a good 10 min waiting for him come to my home he did not exit the truck I walked to the truck & had to tap on the window to get his attention He seemed incoherent & high looking smile on his face He followed me I told him what I wanted he said I would have to sign a contract to approve his services He said they would e-mail it to ******* would wait in the truck That was a shock never had a pest control company pull that before I signed e-mailed back He did not come back from the truck I waited 20 min Thought OMG am I going to have to walk over to the neighbors where he was still parked to get him Again I knocked on the window to get him to come out He never sprayed inside the home as I asked He seemed incoherent regarding my directives He did not spray in the home as I asked he said he placed ant boxes outside He never worked inside By this time I was sure he was on something I just wanted him off my premises After there was a reduction in ants but not spiders I called to inform them to come out again rep said they could not accomodate me that the man they had assigned to my home was unavailable I said cancel everything I will find someone else that was the end of it Until they contacted me demanding that I pay them hundreds of dollars for doing nothing but wasting my time!A worker who did nothing & seemed high as a kite I do not owe them a dime!My time is worth money; they owe me!

  Business response

  05/30/2024

  Dear *****************************,

  Thank you for reaching out to Croach in regards to this matter. We take all of our customers concerns seriously. Your concerns about this matter have been reviewed by our leadership team and you will be contacted by management to ensure we can come to a resolution. 

  Thank you and if you have any further questions please call ************

   

  Croach

  Director of Customer Relations

   

  Customer response

  05/31/2024

  I received a phone call from **** at Croach who said they were closing the account and not attempting to wrongfully charge me monies that I do not owe.

  So it seems to be settled.
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a salesman sell me services for pest control. Since the first time they come out we have had problems. They don't call before they come by so the work was never completed and would have to have them come out for a return trip. Also, never since they started, I continue to have issues with pest. I have complained about this. A couple of weeks ago they came for a service the guy was here for maybe 10 min did not go into the garage or home. I was unhappy with the service they have provided and wanted to cancel. They want to charge 200 for a cancel fee. I should not have to pay a fee to cancel a service that I am not happy with or the company that does not live up to what they say. Now they have now sent the bill to collection.

  Business response

  12/21/2023

  *****, 

  We apricate your concerns. We have attempted to come to a resolution and part of this resolution is to wave your ETF of $200 per our Regional Manager in *******. This settlement has a deadline of 12/21 end of business 5PM PST. We are sending all of our documentation to the ** of ******** in response to your concerns raised to them. If you wish to discuss further please contact us at ************. 

  Thanks you,

  Croach

  Customer response

  12/21/2023

   
  Complaint: 21004252
  
  I am rejecting this response because:

   

  Croach did not complete the job the last time the service guy came out. Your tech was out for maybe 20 minutes before left. I am not going to pay for bad service that was not complete your regional manager had to come out and complete the job your tech did not complete. My account should never have been sent to collections. Now that the work is completed, I am willing to pay the service, but I want all fees including your fee for sending me to collections and collection activity removed from my bill and from my credit report.  
  
  Sincerely,
  
  ***************************

  Business response

  01/09/2024

  We have received notice that the ** state AG has closed this complaint and Croach considers this matter closed. Going forward if you have any more questions on this matter please contact Nationwide Collections ************.
  
  
  Here is a copy of their response.
  
  RE:   *****************************
  File #:   657526
  
  Dear Croach NW:
  
  The **************************** of the ************************ received your written response to the consumer complaint filed by ***************************** regarding your business. A copy of your response was provided to *****************************. This concludes our informal complaint resolution process. This complaint has been closed.
  
  While our informal process for facilitating resolution of complaints is often effective,and results in a satisfactory resolution for both parties, the outcome of an individual complaint does not determine whether or not our office will take more formal action. Our Office monitors consumer complaints for possible indications of patterns of unfair or deceptive trade practices warranting further attention by our office. We may open a formal investigation or take enforcement action pursuant to the Consumer Protection Act at any time if the facts and circumstances indicate that further action is warranted.
  
  Please note that consumer complaints, including responses, are public records and are available to the public for copying or inspection in compliance with the **************** Public Records Act, RCW 42.56.
  
  Thank you for participating in our informal complaint resolution process.
  
  Sincerely,
  Consumer Resource Specialist
  Consumer Resource Center
  ************** for in-state callers
  ************** for out-of-state callers

  Customer response

  01/09/2024

   
  Complaint: 21004252
  
  I am rejecting this response because: There has been no resolution. I am reopening the case with the ** office. If CROACH will remove the collection and waive all fees associated with them sending me to collections we can resolve this issue. 
  

  also something has to be done with the contract they have you sign. The way they write the contract there is no way for a consumer to get out of the contract if the company does a horrible job and does not live up to the end of the contract without having to pay their cancellation fee. This company could care less about the customer. 
  
  Sincerely,
  
  ***************************

  Business response

  01/18/2024

  *****, 

  Please do some research on the BBB. They are not a government entirety and have ZERO legal authority in any matter with consumers or companies. You have already gone through the ** state AG and they have closed your claim after they reviewed or documentation. You will get this response EVERY time going forward. We tried to settle with you and you declined. 

   

  We have received notice that the ** state AG has closed this complaint and Croach considers this matter closed. Going forward if you have any more questions on this matter please contact Nationwide Collections ************.
  
  
  Here is a copy of their response.
  
  RE:   *****************************
  File #:   657526
  
  Dear Croach NW:
  
  The **************************** of the ************************ received your written response to the consumer complaint filed by ***************************** regarding your business. A copy of your response was provided to *****************************. This concludes our informal complaint resolution process. This complaint has been closed.
  
  While our informal process for facilitating resolution of complaints is often effective, and results in a satisfactory resolution for both parties, the outcome of an individual complaint does not determine whether or not our office will take more formal action. Our Office monitors consumer complaints for possible indications of patterns of unfair or deceptive trade practices warranting further attention by our office. We may open a formal investigation or take enforcement action pursuant to the Consumer Protection Act at any time if the facts and circumstances indicate that further action is warranted.
  
  Please note that consumer complaints, including responses, are public records and are available to the public for copying or inspection in compliance with the **************** Public Records Act, RCW 42.56.
  
  Thank you for participating in our informal complaint resolution process.
  
  Sincerely,
  Consumer Resource Specialist
  Consumer Resource Center
  ************** for in-state callers
  ************** for out-of-state callers

  Customer response

  01/18/2024

   
  Complaint: 21004252
  
  I am rejecting this response because:
  

  CROACH is a company that prays on people and lock them into a poorly written contract with no way out allowing them to force you to pay the fee  

  No fair settlement was offered. Remove the collection fee remove from my credit and remove the collection fee that is a fair settlement. I have open a complaint with the ***** AG the home location for Croach as well as reopening the ********** AG case

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

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business engages in predatory marketing. We got a knock on our door during dinner time and when I informed the person we werent interested, he became hostile. He was aggressively saying that he needed to talk to me. When I complained online, the business responded we build in person relationships. Well, no they dont.

  Business response

  08/10/2023

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

  Thank you for bringing these concerns to our attention. Croach has a very high standard in regards to our customer experience and this situation, as described, is not reflective of our values as a whole. We strive to improve with every interaction and would appreciate more details so that the team member who knocked on your door can get the feedback and development they need. Please call us at 855-488-PEST 

  Our apologize for any inconvenience.

   

  Croach

   

   

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using Croach for several years without any serious issues. I was relatively happy with the service I received from them.November 3rd 2022 - I had an appointment scheduled with Croach to service my home. (Front Yard, Back *************** They never showed up to complete this service. The back yard was locked and the garage was locked. I have a liftmaster that keeps a log of what times the garage is open so I will use it as evidence should this get to court. I called them on 11/4 and they were unable to credit the charge back but were able to cancel my account. On 11/9 ************** called called me She stated that the technician did come out but had an emergency and had to leave without leaving a receipt. He clearly never entered my garage or back yard either. She said she couldn't refund but would have someone call me that could. I received on other call from her a few days later. I then received an email stating that she would call me on the 17th. She did not and no one called about the refund. On 11/18 I disputed ********* with Citi Bank.Today (12/15/2022) I received an email from accounts receivable stating they would be re billing my account and sending me to collections. I called in they stated that ******** was on the other line and would call me back. She did not return my call.

  Business response

  12/20/2022

  ******,
  
  Thank you for reaching out about your concerns. On 12/15 we received your Credit Card Dispute request from your bank and these requests take time to come to a resolution. When a third party becomes involved in these types of disputes it limits our ability to come to a resolution with you directly. Our Accounts Receivable team We will continue to keep you updated as we work through the mitigation process.
  
  Thank you for your patience.

  Croach

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had Croach for pest control for over a year now and never had an issue before this last month. On 9/9/22 I left a voicemail stating that I wanted my services cancelled because we just didn't need them at this time. They then rescheduled the appointment and did the service without consulting me, when I was not home. When I attempted to call them and resolve the manner, I was told that they interpreted the voicemail to mean that I just wanted the appointment cancelled, not the service. When I told them that's their interpretation and asked why didn't they call me if they had questions and that I didn't want the service anymore as we aren't having issues with ants, etc, (which is what I stated in the vm) they said I would still be liable for the payment.Why would I need to pay something I cancelled in advance and they did anyway without me knowing? I have terminated my business with them and want the fee for the appointment that I did not want cancelled that is on my account.

  Business response

  10/03/2022

  ****,
  
  Our records show that on 9/9/2022 that you did leave us a voicemail, we have reviewed the voicemail recording and you had stated that you wanted to cancel your appointment. This was not a misunderstanding on our part as we processed your request to the letter as requested. It is standard with Croach that when we receive such a request that we re-schedule your current appointment to a future date so that we uphold our end of the service agreement we have with our customers.
  
  On 9/15/2022 we sent you an email reminder of your upcoming re-scheduled appointment and according to our records these emails were read/opened. Ideally,we would have preferred that you had contact us on 9/15 so that we could make the correction, cancel you re-scheduled appointment and account prior to sending a technician to complete your service.
  
  However, you been a Croach customer for over a year and we can appreciate how this miscommunication could have occurred. To show our appreciation for you and all our customers we have closed your account, credited the $129.00 for the re-scheduled service. Your account has been closed and in good standing with a zero balance.
  
  *****
  Croach
  Director of Customer Relations

  Customer response

  10/03/2022

   
  Complaint: 18141728
  
  I am rejecting this response because:
  

  Hi *****,

  I did not read or see your message regarding an upcoming appointment beforehand so that is false.

   

  In regards to the message I left, I did say I wanted to cancel the appointment and stated that it was not needed at this time. What part of that says to you, as a business, that I want to reschedule in less than a week if the appointment was not needed?

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

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a young lady come out to our neighborhood who said she worked for CROACH. She stated it was her families business and she was from **** and was helping her family grow the business. She mistated everything from cost to customer services. It was pouring rain when she visited and I agreed to let them come out the first time. She specifically told me I could cancel at anytime, and that cost of service would be X. Their very first visit the gentlemen showed up that afternoon, another storm was approaching as the rain began to fall. I asked that they return because the rain would wash everything away that they sprayed. He said he couldnt come back and everything would be ok. He spent 4 min at my house and it poured while he was working. I called and cancelled this service. I am still getting bills and letters. This sales tactics used are terrible, the customer service is terrible and they should not be allowed to rip off other customers.

  Business response

  08/16/2022

  *****,

  Thank you for reaching out about your concerns. On 5/6/2022, you were approached by our sales person, you discussed terms and signed the agreement. On 5/6/2022, as agreed, we provided your initial service to your property. On 5/6/2022 you were sent confirmation the completed service via email with attached invoice that you opened. On 6/1/2022 you sent you a standard mail invoice. On 6/3/2022 we sent you a reminder for your first quarterly service that would be preformed on 6/6/2022 that you had opened 4 times. As agreed we preformed your first quarterly service. On 6/6/2022 you were sent confirmation the completed service via email with attached invoice that you opened. We then sent you 8 additional correspondences via standard mail and email.

  You responded to us via email about your final balance with a request to cancel service on 8/4/2022 a full 90 days and two completed services after your first contact with us where you signed a service agreement, prior to this you had not attempted to reach out and resolve any dissatisfaction that you had with our service or attempt to resolve your outstanding balance.  

  You may call our office to resolve your outstanding balance and close your account or we would be happy to complete your remaining three services as agreed on 5/6/2022 after your balance is paid in full. 

  Croach

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

   

   

   

   

*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. ↩