Complaints

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 24, this business was hired to lift the floorboards and remove the rats that were crawling under the floorboards. They took a drill and hammer to the floorboards and couldnt get them open. Instead of adjusting the price to remove the rodent bc they were not capable they damaged my floors and sprayed store grade insecticide. This was not in the contract. You will see in the signed forms. I have recorded evidence of the damage being done to my home. I expressed my dissatisfaction with what was done and expressed that they did not provide the service that was agreed upon. I still have the rodent problem and when I told the credit card company what they had done they lied and then charged me an additional 33% of the transaction. Not only did they not provide the service that we paid for they damaged my property. I want a refund in full for the service and for the extra charge for disputing the services rendered. I would like to go this route first but if not I know I will need to take legal action. I am happy to provide video evidence of them not only not providing the services in question. But then taking a pry bar and drill to my floors. I also have text evidence of them admitting they didnt do what they were hired for and thats all they would do. The drilling on my floors and spraying storegrade insecticide which has nothing to do with the rodent problem they were hire to do. As you can see in the texts they were not capable or able to provide the services that were signed for so we should not have been charged as they did nothing and could do nothing.

  Business response

  06/14/2023

  *** *******************;called in for us to come out and inspect her property due to the scratching noise she has been hearing under her floors, she stated that "she believes all the units have rat issues". Our Inspector went out on 03/14/2023 to inspect the property. We could not identify any entry points which were brought to her attention, and we gave our recommendation to the customer to start with removing one or two boards in the unit to place some loose baits under the unit flooring and then place the boards back on. We are told by ****************** the work have to be approved by the board association before we can proceed and we were provided with contact information to reach out to a member of board *********************. We contacted **************** and provided a verbal quote.
  ****************** sent us an email on Sunday 03/19/2023 at 2:03 A.M. to see if we received any updates from the board yet which we replied not yet however according to ********************* we should have by Tuesday 03/21/2023. She then sent another email on 03/22/2023 CC'ing other members of the board requesting a written quote to be sent which we sent the following business day on 03/23/2023. 
  The board agreed for us to proceed with the treatment and ****************** contacted us to inform us as well as sending over a signed agreement. We went out on 03/29/2023 we have removed two trim boards on the left side as you enter the unit attempting to remove the floor boards however we did not remove the boards due to them being glued and also because under the board there are poured concrete slab therefore the only possibility the rats are in the pipe that is under the floor which connects to the city sewage because it is impossible for rats to fit in a space as big as a hair line. With ***************************** permission we proceeded to apply treatment all along the cracks where we removed the trims then reinstalled the trims and we also installed 1 *** in front of the building. We were there for a couple of hours inspecting for any other possible scenarios however nothing else was discovered.    
  On April 1st Saturday at 1:46 A.M., ******************** emailed us again asking to take a stronger approach, and we responded back apologising to the client and explaining to her that "Unfortunately we have utilized all the measures within the laws and I believe the city must get involved to help us out. We are willing to do whatever is best for you and permitted by us to do so. The measure our company have utilized for your residence it is the most intense approach so anything beyond that it can not be done by us. We are happy to repeat our strategy as I told you via text in 2 weeks but anything more intense you must get the city involved. I wish I could do more for you but with the slab concrete under your wood flooring our hands are tied.  We are here to help you get this issue resolved but more aggressive approach it is beyond pest control. I pray the situation gets better for you sooner than later. ". With that being said it would be extremely dangerous for all parties involved including the units above and besides her for us to even attempt to jack hammer to drill the concrete foundation and show to her that there were no rats where she was thinking they were. She then replied to us after contacting the city letting us know the city could not do anything for her and she was getting frustrated. 
  The board association for the building communicated to our company and decided it was best to service all the units in the building and since they refunded ****************** for the initial payment made to us and due to unforeseen circumstances we could not place the rodents baits under her wood flooring we came to an agreement we would place the baits in all the necessary units and common areas in the attempt to mitigate the issue for the entire building and reservice the building on a quarterly basis with the board being responsible for any and all financial fees.  
  Fast forwarding ****************** proceeded to file a dispute to the payment card company originally used and furthermore started accusing and giving bad reviews about our company to different platforms such as ******* social media, and BBB(as you know). We have since reached out to ask not to drag our company's good name through the mud considering we have and still continue to do what we can to assist the best way possible within the law. The responses we have been receiving have been nothing less than threatening with legal actions to be taken against us. We also contacted the building board to resolve this matter in a most amicable manner and they tried however due to legal threats from ****************** towards them and considering her being their neighbors they have concluded it is best to part ways since that is the only way to make her somewhat happy. 

   Please see attached the documentation we have on file. We have more documentation, however it would only allow us attach 5.

  Customer response

  06/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 2022 this company owner did an initial inspection and charged me $100. He also charged me $609.50 plus $100 for a cage in the attic, and initial contract signing for bimonthly service. He offered to fix my attic for $9925. I refused but I still decided to give him a chance. It looked like a small business. I later discovered that there were black wolf spiders in my garage I was alarmed and called them texted them sent photos. All in vain- he talked about more charges, speaking with technician and many other excuses. I ended up using an insecticide for hornets and the spiders disappeared for a while. I complained to him. Again excuses. I told him that I want to cancel services and he refused. Today (7/10/2022) I have been charged $100 again for a service which I had canceled. I was away from home when the technician showed up to spray the house. I consider it violation of my rights. I also found a review on ****** where someone has posted a similar experience about how this company overcharged for poor quality services. Please help. These are very unprofessional people. They are cheating others as well. Some people may not know how to file a complaint.

  Business response

  09/30/2022

  Thank you for bringing this to our attention. I apologize for not replying sooner but unfortunately I was away dealing with come family matters. Our customer are very important to us and we sincerely apologize if we made anyone feel otherwise. 
  We went over the concerns and we did our best to please this customer with no luck. I believe we have been fair with this customer as well as to our company personal on this matter.

  ***. ******* said on her complaint that I, Carlos B********** the owner of the company did an initial inspection on May 2022 and that is incorrect. The initial inspection was conducted by Daniel F., our Operations Manager and it took place on the evening of 04/05/2022. An inspection fee of $100 was mentioned to ***. ******* when she booked the appointment on 04/04/2022 due to us being extremely busy at that moment and she accepted it and proceeded to book the inspection.  

  I visited ***. ******* home only once with my Operations Manager Daniel F. on 04/07/2022 to assist with the paperwork as well as find the best solution to handle her problem. I discovered several entry points(see couple of the attached pictures) going into her attic which is where she has been hearing noises from caused by the rodents/animals and I said to ***. ******* in order to put an end to her problem she would need to eliminate the source of her problem. What she meant by "fixing her attic" in the complaint was actually repairing all of the entry points that was allowing rodents into her attic as well as removing the polluted insulation in the attic in order to seal those entry points from the interior as well. Then disinfect and replace the insulation and she had the option of using a lower R value for a cost of $8550 or higher R value for a cost of $9925. She refused to do such work due to the cost and it is understandable however we charge accordingly to the service we perform and we may not be the right company for everyone and obviously we were not the one for her. She mentioned on her comments we seemed like a small business and yes we are a small family owned local business trying our best to assist our customer in our community by providing the best service available and it hurts us very much when we are not able to please considering we always aim to please. We also understand in the business of servicing the customers one can not ever please 100% of all of our customers however I am proud to say about at least 95% of our customer are pleased. She pursued us to treat her attic with poison for raccoon and squirrels and we informed her such thing could not happen because in the state of Maryland we have to use live traps for them and not kill them. Despite our conversations she still asked through our appointment automatic system reminders if the poison would be placed in the attic. Unfortunately she wanted her problem solved but her way and suggesting we ignore the law to make it happen although even if that was possible it would not resolve her issue.   

  She contacted us multiple times after hours and we always respond as soon as we could. keep in mind some of these communications were via text over the weekend and when we are off with our families we dedicate that time to our families and do not look at the business calls or texts until the next business day. We are not yet a 24 hours company. She was complaining about one spider she saw in her garage and we treated for it in our courtesy visit to her home. We never said we would charge her for treating the spider in her garage. 

  ***. ******* texted my cell phone while I was away burying my cousin to cancel her services and I simply told her to please contact Daniel(her original representative) because I was out of town and I did mention I believe she has a 12 months contract. Upon my return I followed up with Daniel and he informed me he mentioned to **** ******* she signed up for 12 months contract which gave her a lower initial service fee therefore in order to cancel the contract there is an early cancelation fee. We do not ever refuse anyone from canceling their services because it is their right however we reserve the right to recover the money we originally credited under the assumption this would be a 12 months contract(please see attached the contract). Also her initial charge was for $609.50 which includes the cost to rent the live trap for squirrels/raccoons for 2 weeks as well as all the bugs mentioned on the contract. Daniel informed her if she wanted to cancel the contract an email is also required to be sent to us which she never did send therefore the system automatically scheduled her next appointment and charged her account for the service that was rendered. She was not home for the service however all of our customers understands if they are not home for the service(which they always get a notification by email and text at least the day before) we proceed with the treatment and if they wish the interior to be serviced they can call us and schedule it at their convenience at no additional charge. 
  Her services have cancelled and we are not seeking a penalty for a breach of contract however we will not refund her for the service already performed. 
  We want to help everyone specially us being homeowners in the same community however we hope our customers understands what needs to be done to eliminate the issues. It is the same thing as going to the doctor with a problem and he/she makes a recommendation. If not followed chances are the problem will not be solved.   

*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. ↩