Complaints

This profile includes complaints for American Pest's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Pest

  11820 W Market Pl Ste A Fulton, MD 20759-2421

  
• 

  American Pest

  1750 E Parham Rd Henrico, VA 23228-2202

  
• 

  American Pest Management, Inc

  462 Herndon Pkwy Ste 103 Herndon, VA 20170

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  American Pest

  7950 Woodruff Ct Springfield, VA 22151-2121

  
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  American Pest

  31 Conestoga Way Troy, VA 22974-4479

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2024

  Type:Billing 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 canceled my subscription to their pest control service. However, American Pest continues to try to charge my credit card without authorization. I have emailed them repeatedly but have been ignored. Every day, several times a day, they try to charge my credit card.

  

  Business Response

  Date: 12/04/2024

  Thank you for bringing this to our attention. We have cancelled your account as of November 20, 2024, issued a refund for your November payment, and deleted your credit card information. American Pest prides itself in providing a high level of technology, eco-friendly solutions, and certified staff to support our customer needs. We are sorry to lose you as a customer after several years of providing service to your home. If you have any additional concerns, please reach out to us at [email protected].

  Kind regards,

  Denise A******

  VP Marketing, American Pest

  Customer Answer

  Date: 12/10/2024

  I read the reply from America Pest to the BBB. I would like to add some clarification and correction to their reply.

  After filing a complaint with the BBB, American Pest continued to attempt to charge my credit card even after I communicated to them via email that I was filing a complaint. 
  I called American Pest and told them I had sent several emails asking them to stop.  The woman I spoke with said she would delete my credit card information to prevent her company from doing it again. She verified that they did receive my emails but no action had been taken and acknowledged that they were attempting to charge me.

  American Pest has not given me any type of refund for any month as their email states.

   

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

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On 10/16/24, American Pest Control (“APC”) came to do pest prevention services at my home. Because I was called to jury duty, our property manager opened the home for APC in advance. Angel from APC arrived at 11am and called me. I was called into the courtroom, so we continued our conversation by text. At 11:45, Angel asked by text if they could spray inside. I responded “don’t spray anything that could stain like a rug. Spraying the wood floors or tile is fine.” Angel replied “Ok, no worries.” At 1:39pm, the property manager came to inspect the premises, noticed stains along the perimeter of the sunroom rug, and emailed me photographs. I called the central offices of APC and was told someone would call me back. No one called. By 10/22, I was furious APC would not return calls. Realizing I had Angel’s texts, I called Angel, who admitted to spraying the sunroom, apologized, and had a supervisor call me. Christine called to say said she would send Geran at 8am on Friday, 10/25 to inspect the issue. I have security footage of Angel entering and exiting the premises with a spray can in hand. After leaving the house, Angel drove in a big circile in an APC truck around the back yard, causing damage to the flower beds, instead of backing out of the driveway. Geran arrived around 8am on 10/25 to view the damage. I showed him my texts, the videos, and the stained rug. Geran measured for a replacement rug, said that APC would replace the rug if I could get an estimate from the original vendor, and apologized about 20 times for the damage, I emailed him a quote from my vendor the next day. After not getting any response, I contacted Christine, at the local branch, who said that the situation was being reviewed by “Leadership.” I explained I had already been told by an agent of APC that APC would replace the rug, and I had two guests witness the conversation. Christine now wants to come and test the rug for APC chemicals. It is unconscionable that I am getting the runaround.

  

  Business Response

  Date: 11/05/2024

  Thank you, Ms. ****, for bringing this situation to our attention. I understand that our Charlottesville management team has made arrangements with you to replace your rug completely at our expense. American Pest strives to provide five-star service to all our customers, and we apologize for both the excessive damage caused and the confusing messages you received. We appreciate your continuing your service with us and hope that this resolves your complaint. Please contact us at c**************@americanpest.net with any additional questions or concerns. 

  Customer Answer

  Date: 11/05/2024

  
  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. I am awaiting the check to replace the carpet, at which time, I will consider this matter resolved.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service 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 am dissatisfied with the deceptive services provided by American Pest, and I requested to have my services canceled on multiple occasions, but there has been no follow up communication on cancellation.

  Customer Answer

  Date: 10/31/2024

  On October 15th, I requested cancellation of American Pest’s services and a customer care administrator responded to my request on October 16th and said that a retention department representative would be in contact with me. I never received that contact from them, so I requested cancellation again on October 26th and once again a customer care administrator responded on October 28th and said someone from retention department would be in contact. Still haven’t received a callback or further communications. I want the services cancelled and for my card to not be charged anymore. I will start reporting the charges as unauthorized until they cancel.

  

  Business Response

  Date: 11/07/2024

  Good afternoon, Mr. *******,

  American Pest strives to provide prompt and responsive service, and we apologize for the miscommunication you experienced. As requested, your service contract has been cancelled. We are disappointed that you do not see the value in our SMART program. Our last step is to pick up the installed SMART equipment. It appears that our technician missed you on November 5, but one of our representatives is reaching out to you this evening to reschedule. Should you encounter new activity or have other pest control needs, please consider American Pest.

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  In March of 2024, I entered into a contract with American Pest to provide mouse and roach extermination. Unbeknownst to me, a monitor was supposed to have been installed to monitor rodent activity. Although the monitor was never installed, I started getting email notifications about the monitor detecting rodent activity. Upon contacting the company and explaining the situation, I had to speak to a manager named Asia who deduced that I should get a refund. That was in August. On September 18, I contacted the company and was told the refund was in the mail and would take 10 business days to receive. As of today, October 8, I still have not received my refund.

  

  Business Response

  Date: 10/09/2024

  Thank you Ms. ***** for your message. American Pest apologizes for any miscommunication. I have confirmed that your refund check was mailed on September 27. Since we verified that the check had not cleared, we will cancel it and reissue you a new refund check with expedited handling. American Pest strives to provide 5-star service to all its customers, and we are disappointed that we were not able to do so with both your service and your refund. Please reach out to me directly at da******@americanpest.net with any further concerns.

  Denise A******

  VP Marketing and Residential Sales

  American Pest

  Customer Answer

  Date: 10/11/2024

  
  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

  Date:08/16/2024

  Type:Customer Service 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.

  American Pest has been servicing my house for many years now. An exterminator from American Pest came today, Thursday, August 15, 2024, to service my house. When the nice young man came in ready to spray for the bugs, he informed my mother and myself that he couldn’t use the spray inside the house. I told him that no one had ever said anything about it before. He also told me that “to be honest, no humans or pets should be in the house for at least an hour after the exterminator sprays the inside of the house”. I was quite surprised because no one else from the company had ever made myself or my mother aware of this before. He was able to spray outside and the company had told me to keep my dogs inside for two hours after they sprayed outside. While the honest young man was spraying outside, I called the company. The representative was very hard to hear, sounded as if he just woke up. I asked to speak to a manager. The man on the phone mumbled something I was unable to understand then hung up. Next the honest service person came back to the door and told me he got a call from his manager that he could spray inside but only the window sills and ledges. I declined after having heard the explanation when he first arrived. I attempted to reach a manager again at the company. I was put on hold for approximately 15 minutes when the man who answered the phone came back. He told me he was unable to locate the manager at this time but would make sure to leave a detailed message for the manager and that the manager would call me later today. I have not heard back from the company. I have several severe health issues, one of which is Asthma. I want to know why no one has ever told us about not being in the house and staying out of the house for at least an hour before today. Since American Pest took over a smaller company, the spray has always left a nasty smell. Also during that time, my health issues have worsened. Why have we not been told about toxicity.

  

  Business Response

  Date: 08/19/2024

  Thank you for reaching out to us, Ms. *******. At American Pest, the health and safety of our customers and employees is our primary focus. I apologize for any confusion caused and hope that I can provide clear explanations here.

  First, let me assure you that our current application standards are formulated to deliver the lowest level of pesticide possible targeted to the specific pests being treated. Further, our regular treatments are generally applied in quantities that are not toxic to humans and pests. When wet, they can be irritants (if they get on skin or in the eyes), so we advise our customers to avoid areas where liquids have been applied until they are completely dry. 

  Second, when we apply regular interior treatments, we aim to spot-treat the problem areas rather than apply broadly throughout a home. We will also choose when to use sprays versus gels or other application types. In most instances, the spray applications are done to cracks, corners, and crevices, away from human and pet surfaces. However, we generally advise our customers to avoid the areas we have treated until they have a chance to dry. If you request a more broadscale application of a liquid treatment, we will advise you to leave the area until it is completely dry -- at least 30 minutes and up to two hours.

  Because you also have regular outside mosquito and tick service with American Pest, we always advise keeping pets and humans inside for two hours after application to avoid the exposure to the treatment. Again, this is largely done to prevent irritation caused by exposure to skin and eyes, not because of concern about poisoning.

  American Pest apologizes for any inconsistent communication and instructions. Please reach out to me directly if you wish to speak with one of our service managers to get more detailed information.

  Regards,

  Denise A******

  Vice President Marketing & Residential Sales

  Customer Answer

  Date: 08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
        This letter looks fabulous for publicity however it does not respond to the issues that were in my complaint.  My complaint was about the local branch’s  the lack of knowledge and the disappearance of the manager when I asked to speak to the manager.  The company used to treat inside the house and outside of the house.  Why has the treatment for inside of my house not been continued?  The exterminator used to call me directly to schedule when they would be here.  They were on time, sprayed the house and never said anything about having to leave the house. Now, I get charged for services and have never had an exterminator enter my house.  They charge me over $95 to quickly run around the house “supposedly spraying” and are gone before anyone here has ever noticed they were here.  To not be able to get a hold of the manager at the local office is ridiculous.  Also to now have corporate responding to the toxicity of their spray and completely ignoring the fact that I was told differently by the local branch does not leave me satisfied with their service or their response.  Anyone could put together a well written letter showing the company in the best light, however I still have no idea who is giving me the correct answers.  Advertising wise, the letter sounds great.  Answering my questions and complaints she was completely off subject.  A technician, experienced in using the chemicals should have written this letter or should have made the local company aware of what can and cannot be used inside the home.  Obviously, the manager headed for cover and I believe the honest young technician who is most likely newer to the job and the training needed than a man asleep at the office desk, a manager that is looking out for himself as well as a company who just wants to make everything look great for advertising.  I am severely disappointed with the honestly of this company.

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

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  On January 23, 2024 American Pest provided service to us. I paid the invoice of $129.79 before the due date, and my bank indicates American Pest was paid the full amount on February 23, 2024. Then I received a call from a collections person who told me I had not paid. After this went on for a time, I offered to pay again by credit card and did on March 28. American Pest sent me a receipt (attached) to show payment. I then cancelled my service, as this is not the first time I have had problems with their billing department. Today, Monday, April 22, I received yet another invoice from American Pest for the January service. It is upsetting to have paid American Pest twice, in fact to be owed money, and now the company duns me for a third time.

  

  Business Response

  Date: 04/23/2024

  Hi *******, 
  
  I reviewed your account with the billing and collections manager and do want to confirm the invoice you received today regarding the January invoice was in error and it was paid on 3/28. That payment had not been applied to the invoice appropriately, but has no been resolved. I can confirm there is no balance on your account and your account was cancelled as of 04/01/24. We are working to process a refund for the 3/28 payment of $129.79 because you have had to deal with quite a bit of headache since then and we apologize for that. The February payment you mentioned however we aren't seeing any record of in that amount around those dates. If you can share any documentation from your bank regarding the details of this transaction we'd be happy to investigate further and issue a refund for that payment as well. We apologize for this trouble and hope that we can resolve this for you quickly.

  

  Business Response

  Date: 04/26/2024

  Thank you for sending the additional documentation from your bank. While we've still haven't been able to verify this payment, we are going to issue the additional refund for the full $259.58 since you provided the sample of the bank transaction; it is possible you'll receive 2 separate checks as we had already started the initial refund process on 4/23. We apologize for the trouble and hope that we can provide you with better service in the future. 

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 have Power of Attorney to handle business matter for my parents, ********* *** **** ****. On 3/7/24, my parent's had unauthorized charges from American Pest on their checking account ($67.69 and 71.07). On 3/14/24 I contacted AmericanPest who advised me to dispute these charges with the bank. Charges were disputed and the bank said the charges were authorized by AmericanPest. I advised AmericanPest that the charges were deemed by the bank as authorized charges. I have followed up on phone and via email with AmericanPest six times only to be told they are working on this. AmericanPest should credit these charges to my parents account instead of us having to wait until they can figure out their error.

  

  Business Response

  Date: 04/10/2024

  Good afternoon,

  Thank you for alerting us to this situation. American Pest strives to provide prompt, courteous, and correct service to all our customers. We apologize for not meeting those standards with your concern. We have refunded the double charges to the credit card and have sent you a letter confirming this adjustment. Please contact me directly to let me know if you are satisfied with this resolution or if you have additional concerns.

  Regards,

  Denise A******

  VP Marketing and Residential Sales

  Customer Answer

  Date: 04/11/2024

  
  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

  Date:02/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  $120.20 paid to business on December 26, 2023 (sent electronically from checking). Payment was for Jan. and Feb. Pic with details from bank too large to attach. I can send it if you can allow larger attachment. Payment never confirmed. Waited a month as told. Still never confirmed. Provided confirmation # from bank as requested. Still never confirmed. Waited an additional 72 hours past 41 days. Still never confirmed. American Pest wants 7-10 more days (that could make the total as much as 54 days) while maintaining their customer service data does not reflect Dec. 26 electronic payment. Claims it has a research department, but still has a balance of $60.10 for me in January, which has ALREADY BEEN PAID. I would like immediate confirmation. Wife is VERY ill; I have high blood pressure. I don't have time for 6 phone calls or 8 emails concerning this. Giving American Pest the whole month of January to confirm it had my payment was, in itself, generous. I do realize my Nov./Dec. payment (credit card) was made at approximately the same time, but I have emailed documentation several times showing the difference between the two. May I be credited for Jan./Feb. 2024 NOW. My bank has confirmed that American Pest received the money. I can provide the name and phone number of the bank employee if requested. Any possible schism between American Pest's customer service and billing research departments IS NOT MY FAULT.

  

  Business Response

  Date: 03/04/2024

  Dear Mr. ********* -

  Our Care Team supervisor, Jolynn P****, confirms that you spoke this morning and sorted out the payment issues. We have refunded you $60.10 for January service and are applying the remaining $60.10 to your March statement. We apologize for the frustration this has caused you and your family and hope that we have resolved the situation to your satisfaction. If you have any further concerns or if you have additional questions about our services, please do not hesitate to reach out to me directly at ********@americanpest.net or 301-********* 

  We always try to resolve our customer concerns first, then take care of the back-office miscommunications second, but it is clear we did not do this in your case. We hope that we have, in some small part, redeemed your opinion of our company and services.

  Warm regards,

  Denise A******

  Vice President, Marketing and Residential Sales

  Customer Answer

  Date: 03/05/2024

  
  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

  Date:05/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We cancelled the service from American Pest March 21 2022. American Express billed us $174.14 for "March" services in April 2022. I sent that invoice back to American Pest on April 14 clearly marked "Service Cancelled / No More Bills." Additionally, American Pest was neither asked to provide services after February 2022, nor did it provided any services. On May 17, 2022 we received a "past due" invoice from American Pest. We have, again, received no services from American Pest and per our cancellation we want NOTHING to do with this company.

  

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/19) */ We're sorry to hear about this, but totally understand how this could be frustrating. We looked deeper into the account regarding billing/service history, notes from our pest professionals both in the field and on the phone, etc. to get a better understanding of what happened. 1st and foremost, we did go ahead and clear out the outstanding balance that was on the account and it is at $0. Even though we have agreed to clear the outstanding balance, we do want to note a few things that the customer spoke to. Most importantly we just want to share that this isn't a customer experience that we are proud of, nor that we expect. With that said, we apologize for the inconvenience and are working to improve our processes and in turn improve customer experience. 1st the billing challenges, the time to process check payments is unfortunately long as our service area spans a large region and many acquired addresses we have to forward payments from to our main headquarters which can also cause delays. With that said, we do our best to encourage a slice payment solution to make the billing processes as easy as possible. We understand this doesn't work for everyone, but does mean that there can be delays in processing check payments. When it comes to service, we do want to say that we reviewed the service that was stated wasn't completed/charged for in March and confirmed that our representative was at the house(confirmed via GPS) from 4:45pm-5:21pm on 3/23/22. This is also consistent with the service ticket/notes that was entered on 3/23/22 from 4:44-5:14pm (the additional time is consistent with time our pest professionals take to enter their notes regarding what occurred during the service, products used, etc.) Along with this the notes regarding the service states that the representative spoke with the customer and actually treated inside the home(which is also consistent with service timing). Usually when we see discrepancies like what this customer has mentioned, either the timeframe was confused or someone other than the person that spoke to us, worked with the representative and didn't communicate that appropriately. Once again, this is not normal practice, as the goal is to make our customers lives easier, not more difficult. Thank you for taking the time to share feedback with us. Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as there is no more billing, there is no claim of amounts due, and the company makes no attempt to contact us again, we accept the statement.