ComplaintsforBlack Diamond Pest Control

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Black Diamond to exterminate my home but the day of the inspection was in error on the day they would arrive and I was not prepared for it to take place. So I called the office and I was told it was no big deal and the no show fee would be canceled since they did not give clear instructions to the day and hour window they would arrive. That was approximately 3 months ago. They continue to send me an invoice saying I owe them $45.00 because they did not get to exterminate on the day they came. I explained to them they told me the fee would be waivered because it was their fault. Now they say I owe the fee unless I use their services to exterminate my home. In my opinion it is a form of black mail toward me to make me use their service. They told me per phone on the day they arrived unannounced there would be no fee. Now they say I owe the fee. I do not feel I owe this fee since they told me I di not. How can O owe a fee unless I use their service?

  Business response

  07/06/2022

  A service run fee was left when the technician arrived at the customer's home at the scheduled time and was not allowed to treat. The owner was sleeping and had not completed the preparations for treatment as advised. We agreed to waive the service run fee once the original service was completed. The customer rescheduled the service three times and then canceled the service. Since the service was never completed, the service run was not credited off. We have made multiple attempts to reschedule and complete this service and the customer has not been cooperative. What this customer has failed to understand is the amount of costs that we have already invested and lost in this account. Because our technician went to the customer's location and was unable to treat, we incurred the cost of fuel and the technician's wages for trip out to the location. We also lost the hour of work on the schedule where we could've serviced another customer. In the 3 rescheduled appointments, we have lost additional office wage expenses as well as another 3 hours of services lost which could have been completed for prepared customers. We have done a ton of work for this customer and haven't been paid for any of our time. This service run of the $45 will stand until this customer completes the service or pays it.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ***** *******

   

   

  The establishment contacted me yesterday evening at 4:44 PM by a very pleasant lady who assured me the fee would be waived as I was told to begin with. This response this establishment has sent to the BBB is false and misleading to say the least!~ The lady I spoke with assured me they would not pursue to sent me any other statements and if I did happen to get one to ignore it. Then another person called my phone on July 6 saying they were the owner and ask me to return their call this was at  AM. I did return the call but was unable to speak with the gentleman that called himself the owner. I relayed the message to the secretary who answered the phone about my conversation with the nice lady that identified herself as a supervisor. I assumed it all was okay. 

  As for having a company to treat the property in question I have rules and guidelines that I must go by because I am only a tenant the rents the property. I have no control over the property unless it is first cleared with the owner. It seems clear to me this company is not one that is willing to work with anyone and would purposely falsify a statement I'm not sure I want them doing service for me. Does seem like an honest creditable company, Huh?

  Thank you!

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

  Business response

  07/07/2022

  After the BBB complaint was made, the owner reviewed the account completely and he called and left a message for the customer to call and speak with him directly. This was an effort to further explain the account and issues at hand. The customer called and told the office agent that the owner had called him. She offered to transfer the call to the owner, but the customer refused and said "everything was settled and there was no future action necessary". The owner would still welcome a phone call from this customer. The owner called this customer again today and left another message. We consider this issue closed until this customer, *****, talked to the CEO/Owner.

*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. ↩