ComplaintsforPointe Pest Control

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired Pointe Pest Control to help me with a bug infestation at my property. A technician serviced the house on July 31 2023 by spraying it with a product that, according to him, would take at most 1 to 2 weeks to take effect. Both that technician, as well as the representative I spoke to on the phone, told me that my service fee would cover not only the first visit, but also any necessary follow-up visits in case the product did not work the first time around. As it turns out, the problem was not resolved and I continued to experience the same infestation symptoms for the following 2.5 weeks, at which point I tried calling Pointe to schedule the follow-up: 1. I called several times, and could not reach customer support. My calls were instead routed to a "messaging service", and I never received a call back. 2. I wrote an email to *************************************** explaining the situation and requesting a follow up. That message was never answered.Given the completely unprofessional treatment, I no longer wish to have any business with this company. I would like to receive a complete refund of my service fee, on the basis of violations to the contract: (1) failure to resolve the issue they were hired to address in the first place, and (2) failure to honor the promise of follow-up visits if needed. My account number is ******.

  

  Business response

  08/28/2023

  Hello!

   

  Thank you for reaching out about this. I took a look into your account and it shows our ******** Service Supervisor, *****, reached out and left a message on the 23rd and also just left another message for you here a few minutes ago. Please feel free to reach out anytime by call or text at ************. We look forward to be hearing from you!

  Customer response

  09/04/2023

  On their latest response, their ******** Service Supervisor, ****************** that they reached out to me on August 23rd, which is not true. I never received any responses from them until after I engaged the BBB.

  In any case, after they received a complaint from the BBB, they did reach out and agreed to refund the service fee I initially paid. Assuming they follow through with that promise, I consider that an acceptable resolution.

  Thanks BBB for all the help.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business said they'd send check to reimburse me for ***************** which was $7796 but they only sent me the deposit amount of $2596. They owe me $6590.

  

  Business response

  06/20/2023

  Hi! 

  It looks like we have sent all the refund checks and everything should be good. Please let us know if you have any other concerns or questions. Thanks!

• Initial Complaint

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Have not received the reimbursement that the regional manager told me would be sent to me to pay my house painters and it's been over a month. Their negligence caused me to have to have my house painted and she told me that the company would pay for my house being painted.

  

  Business response

  06/08/2023

  Hi ******!

  I checked in with the customer service supervisor you spoke to about the the check. I believe it is on its way to you as of yesterday. Please feel free to reach out if you have any other concerns :)

   

  ******* | Pointe Pest Control

  Customer response

  06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pointe Pest Control publishes that they will come out in between scheduled services to take care of pest issues, which we have had with ants; Issue1:Called to have an visit before the next quarterly scheduled visit which was over a month away. The person answering the phone wanted to move the regular scheduled visit early; I requested an in between visits as part of the warranty published, they were still trying to get me to reschedule the visit, they said they will call back, when they did they scheduled something for the following Monday, Issue2:When the person came to do the spraying, it was the same story, what I got was a sparse spraying even in the front of the house, in front of my face, the spraying was dry or not existence when he finished. He indicated they do spot during between and will do fully in the scheduled time. I was in a meeting and could not follow him, I took his word. When I went around the house to review the spraying, it seems it covered about 5% of what should be sprayed. He indicated that he sprayed around the windows, and at the base of the foundation up to feet. What I saw and I took pictures minutes after he left, less over an 1 inch on east side of the house, less than an inch west/front, on the porch it was about 5 inches here and there , nothing on the north side, and nothing on the west side. i have never had an issue before, they were polite and even walked with me to review the work, this representative was in a hurry or was told to just spot spray, to say they came out in between scheduled visits., very unsatisfied.The company does not warranty is spraying, or is refusing to do a semi-complete warranty service.

  

  Business response

  05/08/2023

  Good Morning!

  I had my lead **************** Representative reach out to you to discuss this. She was not able to get in touch with you and was unable to leave a voicemail (voicemail was full) but she did send a follow-up email as well asking you to reach out so we may talk about your situation. We look forward to be hearing from you soon!

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the summer of 2022, a Pointe Pest Control representative came and sold ** on their product. We set up monthly service with the guarantee that if we weren't satisfied with their service, or if we did not see a noticeable difference in results, that we could cancel anytime. In October, I spoke to a representative on the phone about our less than satisfactory service, and that I no longer wished to have services performed, to which she scoffed and laughed at me, then said she would cancel the account, and hung up the phone. Come to find out, she just continued their crappy customer service, didn't cancel the account, came out to perform another service on November 29th when we were at work, and left a bill for the service performed that was NOT AUTHORIZED. Now the company is threatening collections, when their policy is money back guarantee, and they performed an additional service that they shouldn't have. I feel as they did this as a trap, to try and get extra money out of us before cancelling because their service doesn't work.

  

  Business response

  03/20/2023

  Hi there! Thank you for reaching out about this. I took a look into your account, I did not see any of our **************** Reps in your account in October or any other notes that you called to cancel services. For the ***************** we did send out an appointment reminder via text, email and Voice call.
  
  We can close your account after that balance of $109 for the ******** services have been paid. I can take $30 off that total to help with the confusion, taking it to $79. We can also do a payment plan if that would be a better fit for you. If that invoice does get to 120 days, it will be sent to collections. We look forward to be hearing from you soon. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pointe Pest Control inaccurately sold an account in collection with my name on it. Since then this transaction has shown up on my credit report as an active collection account. I have spoke with both the company and the collections agency. The Pointe Pest Control said they don't know why name name was on the account other than the person who owns the account may have named me to be on it. The collection agency said since the company named me as one of the owners I am responsible to pay the debt. I called the company and they said even though it was not my account or responsibility there was nothing that they could do since the account had already been bought and sold to collections. I have/had no contractual obligation to pay Pointe Pest Control or the credit agency. Once Pointe Pest Control sold this to the collections agency it made this a violation of the Fair Credit Reporting Act. I want my name and the debt claimed against me removed from the account in collection and the hit on my credit report removed.

  

  Business response

  02/08/2023

  Hi!

   

  We took a look into your account and also talked to the collections agency regarding your situation. This is the response we got back from the collections agency:

  "the account is listed in Damions name and she as spouse(home owner).
  She does own the property and did receive benefits from the service received
  from Pointe Pest, per our attorney review. She also lives there.
  That is why she is contacting you-she probably has been served with the paperwork
  and probably should be referred over to our office for resolution. I hope that explains
  why she is on the suit-she is the homeowner/lives there and benefited from services rendered."

   

  If you have any other questions, we recommend reaching out to the collections agency.

  Customer response

  02/09/2023

   
  Complaint: 18811368
  
  I am rejecting this response because:

  I have been wrongfully attached to this Pest Point Control account. I am not married to ****** and I did not ask for, nor did i sign any paperwork saying that I was hiring this company. A contractor cannot show up at my house and do work and then expect payment from me, if I did not hire them. If they say my roommate hired them, then they can go after him for money owed. There is no agreement from me implicit or implied stating that I would pay them for any services rendered. It is a shock to me that my name was attached to this account when I was never sent a **** with my name on it asking for payment of implied service. 

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

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unethical billing and charging credit card for services not rendered per agreement. In January the company's tech canceled arranged service time. Week later I got notice work was preformed. Since this was irregular from routine I inspected work only to discover they did not perform service. **** webs in front entry lights and in corner of sliding glass door. So I emailed and called company that I was canceling payment. Rep called back apologized and asked if they could send tech back out. I explained I was totally dissatisfied that the one time I check they failed to meet even most obvious obligations. And disappointed I hadn't checked services previously because I thought they were a company if integerty. They did ask if they could send tech as curdiousy to make things right so I allowed under the condition I got a itemized statement of service performed.Couple days later they showed up on time as agreed and performed service. Even noted be hive found and knocked down.This is beginning of February it is highly unlikely bee's make hives in winter so tech in October must have missed. As I read through statement tech notes no product was applied or used. So fast forward I get another **** and a call I answer and asked curious why follow up didn't preform duties of treating foundation and lawn with product. Answer was original tech did.."wait tech was sent because original tech was clearly not performing even the most noticeable and obvious task like clearing lights of webs " how do we know they applied product . Explained I can't pay for this without complete service done as agreed. Week later I get another call demanding payment I explain what happened and pointed out follow up clearly shows in report they didn't apply chemicals and found nest that 2 previous techs overlooked or missed .. company's rep then went into account and stated tech spent 19mins on property according to gps ..How is 19mins enough.park to drive ? And task anyway they sent me to coll

  

  Business response

  04/26/2022

  HI! I have received your message and will be looking into your situation with one of our team leads. If you have any other info, please feel free to let us know. Thank you for your patience!

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This review is for Pointe Pest Control. We had them come out in late November to treat our home for bedbugs. We were given an estimate of $1500 for a heat treatment, and agreed to it. Later we were told the treatment would actually be $2000, so we had to change the type of treatment to chemical as we couldn't afford the higher cost. I wasn't happy about this but we were assured that it would be fine. Apparently they do three treatments approximately 2 weeks apart. We were given an initial time for our first treatment, which was later changed by the company to an earlier time. We cleaned, organized, and followed their instructions to the letter. The techs came out and gave their first treatment. They said they would call and schedule a second treatment within two weeks. They didn't, so we had to call and schedule it with them. I work from home and could not be on the premises while they treated, so I rearranged my schedule (for a loss of income) and waited for the techs to come for our second treatment. At 1:30 that day I received a message that the techs would like to come earlier, at 1:45 (instead of 3:00 as scheduled) because they had an unexpected opening in their schedule. The message also said that if we couldn't do the earlier time that they would still come at 3:00. I had already rearranged my schedule and couldn't accommodate the earlier time, so I waited for them to show up at 3:00. They never did. We finally called the company and were told that since we had never answered them about coming earlier, they had just cancelled our treatment. Now I was out my income for that time and had to once again rearrange my schedule for them to make up for the missed second treatment. Again, we were not called about scheduling a third treatment, and had to do so ourselves. The techs came out again and stayed for *** maybe 30 minutes (we left but had to run back a half hour later to retrieve something from the house and the techs were already gone). T

  

  Business response

  01/31/2022

  Hi *******!

   

  
  Thank you for reaching out to us. Myself and a few other supervisors are looking over your account so we ca see what is going on. I will get back to you after we have a chance to discuss your account. Thank you for your patience and I will reach back out soon! 
  

  
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with this company in August of 2019 to treat for rats in and around a rental house. The salesman, *****, insisted on selling me the insect package as well, saying it all came "bundled". However, I clearly communicated that insects WERE NOT the problem. Rats, only! Throughout my contract they requested that I seal up entry points and cut back trees that were growing too close to the house (to discourage roof rats), which I did. After the contract ended, I continued paying for the quarterly service thinking they were still treating for rats. I wasn't told that they weren't continuing to set traps for rats. Upon calling the office, I was informed that I could cancel my useless [insect] contract and get a reinspection, as long as I did that within 90 days. HOWEVER, upon talking with the rodent specialist, ******, I learned that there was nothing he could do for me because:1) I'd canceled my contract (even though I'd been informed by the front desk that was fine to do), and 2) I'd failed to seal up a questionable entry point, even though I had done so AND there was nothing in my contract about a failure to seal entry points negating my contract.I have been adamant from the beginning that I only wanted to get rid of the rats but I mostly paying for insect treatment. This has been very expensive, I still have a rat problem and I paid for a bunch of services I didn't need, to the tune of $895 over 2.5 years (+ $575 for the rats which I gladly paid). There's nothing in my contract that indicates that the service would change after the contract's initial 12-month period or that, since a technician flagged a spot on the garage door seal as an entry point, which I had fixed previously, that Pointe Pest Control is now released from their contractual obligations.In an insulting turn of events I was offered a "deal" on new services but no refund on previous payments nor any offer by the company to live up to their money back guarantee in any way.

  

  Business response

  01/31/2022

  Hi Nina!

   

  Thank you for reaching out to us. Myself and a few other supervisors are looking over your account so we ca see what is going on. I will get back to you after we have a chance to discuss your account. Thank you for your patience and I will reach back out soon! 

  Customer response

  02/28/2022

  This issue with Pointe Pest Control hasn't been resolved. They replied in your system that they were looking into my account but they never followed up. 
  
  I've spent some time already trying to resolve this with them directly but they haven't cooperated at all. I'm assuming that they hope I'll give up if they ignore me long enough. But I want a resolution. 
  

  
  

  

  Business response

  02/28/2022

  Hi!

  After looking into your account and seeing *****' notes,it looks like we couponed your remaining balance. Per ******, we are not able to refund or warranty due to the persisting entry point (garage door seal) that has not been fixed throughout all services and that they canceled their quarterly service last month. If you have any other questions, please feel free to reach out. 

  Customer response

  02/28/2022

  Complaint: ********
  
  I am rejecting this response because it's is an exact repeat of what ****** and I already discussed, which is unacceptable to me. They didn't address my request.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own the buildings that are leased to H&H Furniture. I also own H&H Furniture. I have utilized Pointe Pest Control for many years to treat for cockroaches and other pests in both of my locations on a quarterly basis. Our primary concern has always been cockroaches, especially in our ********* location. In early November, 2021, an employee at our ********* location spotted a *****. In the past, whenever Pointe Pest treated for roaches, if we observed any inbetween quarterly treatments, they would come out and spray again at no charge. Our employee spoke with the technician about seeing a ***** and asked him to come treat again. He told our employee that he hasn't been spraying for roaches for several months and that Pointe Pest no longer offered the free treatments inbetween services any longer. On November 5, my office manager reached out to ****** and asked why they no longer treated for roaches when we didn't make any changes. ****** told my office manager that "Alpine" is the product they use to treat roaches. Alpine was used in Yakima but not in *********. A product called Talstar was used instead. ****** indicated that wasn't used for roaches. My office manager then explained she wanted an explanation for the change and wanted a refund for all the misapplications. ****** indicated she would follow up in a few days. This never happened. We emailed their "customer care" email, we called and spoke with several employees - none of whom had decision making authority and always promised to follow up. They never did. After multiple steps, we finally received an email from a regional manager who blamed poor communication on our end and the tech's end as the problem and he didn't refund any monies for the misapplications. When asked for the differences between the two products and asked why they changed applications without our request, these inquiries were never addressed.

  

  Business response

  12/09/2021

  Hi!

   

  Thank you for letting us know your concern! 

   

  After reviewing the accounts and notes, it looks like our Regional ******** ***** and Company Service ******** ****, were able to reach out to you regarding those concerns. We do apologize for the miscommunication between your employees and our technician. Here is what **** and **** responded with: 
  
  "****** & ****,Thank you for reaching out and working with us to help clarify any questions, and make sure we are solving the problems that need addressed.***** the service manager over your accounts, asked me to reach out, with an email to describe the usage of different products/chemicals for roaches.I think the easiest way to explain the differences between talstar and alpine, is similar to the difference between ibuprofen or tylenol. While they are both good for headaches, or pain etc. most people do tend to prefer one over the other both ways (many prefer tylenol, and many other people prefer ibuprofen).Same for talstar and Alpine, they are formulated from different classes of chemistry, but they are both labeled and target roaches.I think by far the more important thing is to have our people at the locations, (your employees and our technicians) communicate with each other, to make sure the expectations are clear, and you're getting the results you are looking for. We are very happy to adjust which products we use, and there are many other options that could be used.I am 100% confident than *******************, your service manager can help coordinate solutions for you.And most importantly, I see that you have been customers with us since 2015, and I wanted to give you a huge thank you for being a valued customer!!I hope you both personally have very happy holidays!

   

  If there is anything else you would like to discuss with us regarding your accounts, please don't hesitate to reach out and ask for ****! Thank you again. 

  
  

  Customer response

  12/09/2021

   
  Complaint: 16345296
  
  I am rejecting this response because: we did not receive the treatment as promised.  A technician and ****** both indicated the product used didn't treat for roaches.  Further, it took the coursed of several weeks and contacting 5 different employees to finally receive a response.
  
  Sincerely,
  
  *************************

*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. ↩