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Complaint Details
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Initial Complaint
08/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Paid annual fee 5/26/24. Made appointment in June for annual inspection. No show, no follow up call. Called again in June for a new appointment and also requested a copy of my contract. Was told no appointments available - ever. I was transferred to termite group and they were able to make an appointment and again requested contract copy. Again, no show, no call, no contract sent in July. I spent 3 hours and multiple calls on July 18 escalating. Was never able to speak with a manager. Was to be transferred to one but call was ended instead. Called back; agent would not transfer to termite or get a manager, on third call Issue escalated to regional manager via email (they have yet to reply as of Aug 3. July 19 tech calls from my home to do an inspection. I was out of the country and don't appreciate someone at my home unannounced and unattended. They couldn't come inside so not clear if my end of the contract is fulfilled. They won't be transparent about the contract, call back, or address multiple escalations. I cannot risk how they would behave if termites are ever found. I am forced to switch providers due to their incompetence and lack of transparency so I request they reimburse me $450 in startup fees with another service and pay remediation should the new service find termites their inspector missed.Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We called because we suspected we had mice. The technician came out and told us we didn't. A couple of weeks later we called again because we still suspected we had mice. The tech came back and said we were right and that he had told us so last time he was there, which was simply a lie. We ultimately signed a contract for rodent mitigation and were told they would come back as often as we needed them to within six months. It was nearly impossible to schedule appointments because the people who pick up the phone could never find available appointments in the computer system and said we would receive a phone call to schedule. There was never a phone call. We did receive emails telling us what day/time the service was schedules, but when that was a time we couldn't do, we called to change the appointment, at which point we were told that there were no appointments available and somebody would call us back. We cycled through this process at least six times. We ultimately were able to schedule appointments, but out of five attempts, the technician only did their job twice: One time the technician cancelled due to illness, which put us back into scheduling h*** Once, the technician showed up at a time we had told them we were not available and emailed us that he had completed the service, which is impossible, because he couldn't get into the house. Once the technician showed up and left after calling the wrong phone number and receiving no response. He didn't ring the bell. When we told them that the problem was not resolved, they told us this contract was already "over extended" and refused to come back. I'm sure their response to this complaint will be that they reached out to us to schedule again or some such thing, but it won't be real. This company should not be in business.Customer response
07/05/2024
I have not heard from the business in response to my complaint.
Business response
07/11/2024
We have tried to discuss the service with the customer but we have made no progress. We have refunded the money.Customer response
07/15/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. To set the record straight, the business did not reach out to us or try to communicate in any way, but they did refund the money, so that effectively resolved and closes this case. They did not inform us that they were refunding the money, so we would not have known until the next monthly bank statement, later in July. That being said, this company's business practice should still be scrutinized and customers should be warned.Regards,
*************************Initial Complaint
05/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I called multiple times to have my regular technician assigned to various services I pay for. I was left a vmail from a nameless central office scheduler that my normal technician was no longer servicing my home. That was a lie and is documented in the system. There should be accountability for liars and when I call, customer service should select my technician so I receive the automated email with name date and time of service and they dont. **************** only sends emails to the scheduler who does not reply. I do not want to keep calling multiple times. I should be able to request my appt online but that is not an option. I am very disappointed with the central office and inability to schedule when I call.Business response
05/13/2024
Our operations are in *************. We do not handle the service in ********. The customer needs to contact the Virginia offices.Initial Complaint
01/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ehrlich made an appointment with me for an annual terminate inspection. The first time they came, the service provider sat in his truck in front of my home. Didn't call, didn't ring door ****, didn't do inspection (I know this because I have cameras around the house). I reported this to company and they made an appt for another person to come and do an inspection the following week. That person never showed. Same thing happened two others times. NO shows. Tried to reach regional manager, left several messages. I want to be compensated for the time I took off from work to wait for them on all occassions. Terrible ***************** You cannot reach a live person who is in an supervisory position OR reach anyone in the area.Business response
02/02/2024
We have contacted the customer and given her alternative ways to contact us and credited her recent invoiceInitial Complaint
08/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I set up an appointment for the exterminator to come to my house and spray for ants. The date that was set up is August 25, 2023 and the time was 4:00 pm to 6:00 pm. On August 25 the exterminator showed up at my house at 12:16 pm . This was not the time I agreed to and I am very upset that he did not come during the time I expected. I am out of the state for an extended length of time and I paid someone $25 to go to my house to be there for the exterminator. When I looked at my ring camera, I noticed he was early. I called in to tell you folks that I needed him to go to my house at the correct time. She wanted to reschedule and I was not going to reschedule to pay another $25 for your negligence. My normal exterminator knows I spend a lot of time out of the state and I told him I would be gone for an extended period of time. She said that she would send him a note and have him call me. I am still waiting on that call. When I called back the next day, I voiced my concern and asked them to have a manager or supervisor to call me so I can address my complaint with them. As of August 27, I am still waiting on a call. I have been a customer for several years and have never had a problem. However, when you take my money each month and I cannot depend on your company to do what you said you were going to do, I have a problem with that. Perhaps it is time to discontinue service and get a new exterminator that will show up at the time that was agreed upon. I asked someone to go to the store and get some spray and get rid of the ants that were marching on my counter . Again you are getting your money faithfully.Business response
08/28/2023
This customer is in ********. We do not handle any of the ******** area this operation only covers ***********.Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid Ehrlich Pest control company $ ****** on 4/18/2023 with the clear commitment from the company that they will provide repeat service if I continue to have the problem with ANTS inside my house. They scheduled the repeat service on 7/21/23 between 12 to 6:30 pm but no one showed up. I called on 7/22/23 and was promised a call back on 7/24/23 but no body called. I called again on 7/24/23 and again no resolution. At this point I would like to get my refund of $ ****** and will hire someone locally to do the service.Business response
07/25/2023
We contacted ****************** regarding his service. Unfortunately he was mistaken that his service is scheduled for 7/27 not 7/21. See notes from account below. We tried unsuccessfully to explain this but ****************** claims to be right. In any case, we apologized for the mix up and we offered to provide a non chargeable service on 7/26 or 7/27 but he denied. The service he had performed in April provides a 30 day guarantee and does not guarantee the elimination of ants it is for control. We were providing service at no charge so there is no refund to provide. If he would like to reconsider and call us for service before August 4th then we will set him up for service. Thank you.Customer response
07/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
My appointment was for 7/21/23 from 12 to 6;30 pm and I waited all day during that time and no one showed up.The business failed to provide the service on the scheduled date and time and failed to respond to my repeated calls. they are not truthful about the date. At this point, if they reschedule the service, there is no guarantee, that they will show up. I can no longer trust them. So it is best for everybody if they issue the Refund and I can then have somebody else to perform the service. If they issue the Refund, I don't intend to pursue it further.
FAQ
Regards,*****
Business response
07/26/2023
There is no refund available for a service that was not charged. There is one date in question that we disagree there was a scheduled service but we are willing to retreat at no charge. The service scheduled on the 27th (or customer thinks was 21st ) was courtesy, one misunderstanding of a schedule date does not validate a complete refund and the offer to retreat outside the guarantee time frame is more than fair.Initial Complaint
06/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
CAUTION!!!! If they have your credit card information, they will continue to take money out of your account, even if you don't have any service with them!!!! Canceled the first service because they were WAY overpriced compared to other pest control outfits, and a month later they take out MAINTENANCE FEES for service I never had! They have never been to my home!! THEIVES as far as I am concerned!! Contacted them 3 times and no one will contact me to get it resolved. And they saw I never had any service with them, and yet still take money from my account. If you have ever had dealings with them in the past, MAKE SURE THEY ARE NOT STILL TAKING MONEY FROM YOU !!!!Business response
07/05/2023
We cannot help this customer they are in ** and we are in *************Customer response
07/05/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
07/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business promised to send a technician out to spray a wasp nest and remove it. The technician sprayed the nest then changed his mind about removing it, claiming the wasps would build another nest close by. He then said I can remove it myself but if I felt uncomfortable, call them and they would send someone out. I called but they claim no appointments are available. They said they would call me back but I have yet to call me back, including the customer service supervisor. In the meantime, my ****** where the wasp nest is has gotten out of control and the weeds around the front of my house are also getting out of control.This is on top of the fact that they sending a technician to a house 104 miles away on 7/20/22 and I had to call and correct them.Business response
08/30/2022
We have been trying to reach this customer to respond to the concerns without response.
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