Complaints

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• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a one-year contract to remove roaches from a rental. The contract included initial treatment(s) for the first quarter to remove the roaches and three additional treatments (quarterly) to guarantee the problem would be resolved. The company continued to treat the property after the end of the annual contract, even after I called and told them to stop treatments, they treated the property again and billed my bank account. I need a copy of my contract, I discarded my copy after the end of the contract period, so they can show me where it states this is a continuing contract until canceled. Additionally, a refund for all treatments past the contract period. I truly do not know how long this could have gone on and how much we could have paid before we noticed the year was up or that we finally believed we had made more than four payments.

  Customer Answer

  Date: 10/25/2024

  Company did call, stated that I would be credited for the last service provided. However, I do not know how many time the service was provided at my rental past the one-year contract I signed with them. Only this last service is going to be credited because I caught that they were still servicing the rental. I need a copy of my signed contract from them to see how many additional services I paid for beyond the one-year agreement.

  They appear to have people sign a contract, then continue services past the contract. Then, continue to provide automatic calls stating that a service will be completed on a certain date, and if you do not disagree, then do the service. 

  This could have gone on for some time before we realized our year was up; I consider this to be a very unfair practice. The call does not state a question such as do we want to continue service but rather assumes we are still under contract and simple states the date of the next service. Really would like a clear and concise answer as to why they do this practice. As I can see, there is only one reason, to scam people out of more services than they signed up for.

  Maybe I am wrong, contract maybe continuous or they have another valid explanation. I truly hope so.

  Business Response

  Date: 10/28/2024

  Our service agreements give the scope of service and price to the customer for the first year of service as an example of cost and frequency. We do not “contract” our customers.  The customer is allowed to cancel service at any time without penalty. Like any company in the pest industry, we continue to provide service to the customer on the same rotation they asked for at signing until they wish to cancel or tell us otherwise. The call ahead notifications along with email are simply to notify the customer of the day and time we will be servicing. There are options at the time of call notifications that offer to cancel the appointment as well. I am more than willing to speak to the customer about this. I do not have an issue with adjusting any of this in favor of the customer. This may simply be some miscommunication. 

  Customer Answer

  Date: 11/01/2024

  
  Complaint: ********
  
  I am rejecting this response because I asked for a copy of the contract, which they are now calling a service agreement. Either way it specifies the months the service will be completed and does not state anything about the service continuing until cancelled. I was told one year, signed for one year and expected to pay for one year. Certainly, they can provide a copy of the signed agreement so this can be cleared up.  

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

  Customer Answer

  Date: 11/01/2024

  Resolution: Provide me a copy of service agreement and adjustment of payments for only the year - the quarters of service are clearly marked on the signed contract. I was told I had to pay for the entire year to guarantee we could get rid of the roaches, sounds like a contract to me. Could I have cancelled after the first treatment? Really need a copy of the Contract - Service Agreement. This will settle all of this. Service agreement contract sounds like semantics.  

  Even if you guys want to can it a service agreement, it should state something about terms of the agreement. Such as termination date, continue until cancelled, etc. 

   

  Customer Answer

  Date: 11/01/2024

  I received a copy of service agreement (contract) which I have attached. It was entered into in 07-05-23 and as stated in service section of agreement for one year and four treatments. Also as stated in agreement in this specific language the Total Cost of Contract = 455. We paid 200 initially and should only have paid for an additional three treatments of 85 which equals 455. Instead, we paid (1) 200 on 07-12-23;85 (2) 85 10-23-23; (3) 85 on 01-31-24; (4) 85 on 04-29-24; (5) 85 on 08-01-24 for a total of 540. An additional payment of 85 has been credited for services provided on 10-25-24 which is when we noticed our account was still being billed.

  This service agreement is a contract, and states contact in the agreement. states a specific number of treatments (4) and a total cost of contract.   

  Messages only states that they can send me messages about my account status and that I can opt out of these messages. 

  J and J Exterminating owes me 85 dollars for services at a rental for which I did not approve.

   

  Customer Answer

  Date: 11/06/2024

  Looks like the business is not going to answer my request for full refund. Can we arbitrate? And will my complaint be viewable on your site should the company simply decide not to answer nor arbitrate? 

  Customer Answer

  Date: 11/06/2024

  I called and the person I spoke with was very rude and suid will not refund full amount paid past contract. Which was two services past contract. They refunded one on the services. Can we arbitrate and if not please leave this complaint visible to others.

  They are saying I had t had to cancel - but it does not read that way on the service agreement.