ComplaintsforFrontline Pest Control & Lawn Service

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 28th a charge from Frontline Exterminating was processing in my bank account for $139. I was surprised to see this charge on my account as I have not had their services in 2 years so I called the following business day. On December 29th, I called customer ********************** and was told charge was in error. The customer ********************** agent asked me to send a screenshot of the charge in question. He sent me a text message so that I could attach a screenshot to him of the charge on my bank account. He verified that I haven't been a customer for 2 years and isn't sure why this charge was charged to my account and that a credit on my account for $139 will take place in 5-7 days.I waited until today, January 9th 2023 to call Frontline as to why I haven't received my credit of $139. I spoke with a rude manager named *******, saying they didn't charge my account and to call my bank to resolve the issue. I asked why call my bank as the charge was from Frontline not my bank. I told her I'd contact a lawyer if the money wasn't credited back to my account. She said it wasn't her problem and quickly told me she was hanging up and she did. I called back to speak to a different manager or corporate manager and the associate said she was the only manager and that ******* was unavailable. Problem unresolved with Frontline. Who has my money? How can a business just go in to your bank account and take money that is not theirs to take. I want my money back!

  

  Business response

  01/13/2023

  We have tried to reach out several time to discuss the situation further, but have been unsuccessful reaching them. The charge was refunded. The issue has been resolved.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Frontline ***** ******* Alex ****** came to my house on Friday Aug 5, 2022. Presented frontlines products and ability to treat our home. I explain to Alex, I would discuss all of this information with my wife and I would get back with him. After discussing the services and pricing with my wife, I contacted Alex, who almost immediately came over with a service agreement/contract on Saturday Aug 6, 2022. That service agreement specifically laid out the charges of $60 initial for mosquito treatment and $69 initial for pest treatment. Additionally and that tech would spray/treat underneath the decks. The tech had to reschedule there appt to come out to the house. However when the tech did arrive he did a crappy job during the treatment, and did not treat under the decks or the full yard as Alex the **** ******* said it would. Furthermore following the treat on Aug 10th Frontline charged $60 for mosquito treatment and $129 for pest treatment. I called Alex who said he would contact the office to inquire why I was over charged, especially when I have a contract. We have not received a response from the company or Alex and no longer wish to do business with this company, especially a company that overcharges it customers and refuses to correct their mistake. They clearly overcharged us and were made aware and the problem and have not corrected it. I am not filing through my credit card company and waiting for a response. Additionally, I called and spoke with the office and they informed me, I would again have to speak to Alex. The lady in the office now informed me we are now going to be charges cancelation/termination fees. Our family doesn't want to conduct business with a company that overcharges it clients and doesn't do the work promised/written in the contract .

  

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/08/25) */ We have reached out to the consumer and resolved the complaint.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Salesman told me that they were offering a service for 6 months, and that it included Mosquito and Mice. However after I signed the document, I found out that he lied and that the contract was for 1 year and did not include mosquito treatment. They also said we had multiple reapplying but on the document only shows 5. Service agreement was done about a month and a half ago. This is pretty much a scam on what they salesman said vs what the contract shows. I was only told to sign on an iPad and only after I signed I was able to read the full contract. Salesman also said that they had serviced the house with the previous owner, but after I found out this issue on the contract, I talked with the previous owner and they said they did not have service from them. Very disappointed that now I am on the hook for this when they used deceptive tactics.

  

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/06) */ We have been in correspondence with the consumer and the issue has been resolved.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I 1st had someone come to my home last summer on August 3rd, 2021. They treated the interior and exterior of the home and stated that they would return in one month. It was not until November 4, 2021 that someone came to my house and no notification was provided to me. When I came home the Amazon packages were drenched and damaged with the chemicals used to treat the front door. Fast forward to January 2022. I call to make a payment and I am told that someone is coming to treat the house. I asked why no came in September 2021. No explanation was given. I explained that I didn't want service at that time and requested the following: 1. Since someone just came in November 2021, please come in February 2022. 2. The person who came damaged my packages so I don't want the same tech to service my home. 3. Please have someone treat the inside of the house when they come in February 2022. Now February comes and the tech is scheduled to come on February 11th, no one rings the door bell to come inside. I call and file a complaint and a tech is scheduled to come back on the 2/17. On the 17th, I get a call saying that I need to reschedule. I reschedule for the 22nd. The 22nd gets canceled and moved to March 1st. I am told that the reason my appointment keeps getting canceled is because my house is assigned to the technician that I requested not return to my home. Since the company was unable to complete the services requested I requested that they discontinue any attempts to service my home. Frontline then repeatedly called me and emailed me. Eventually, I received an email terminating services. I just recently received a letter from a collections agency demanding payment.

  

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/20) */ We are sorry for any misunderstandings. To resolve this claim... We will do a credit adjustment of the account. Consumer Response /* (2000, 7, 2022/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the business.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have received mixed levels of service since I joined Frontline for a one year pest control plan in 2020 after both of my parents died and I had to manage their home. Some representatives have been good, while most pretend to perform the job and leave much quicker than their allotted time of 15-20 minute minimum service. However, it's been truly a disaster over the last year trying to cancel services. They have put my account on hold several times when I have requested to cancel, which is a veiled attempt to make you forget about the service until they automatically schedule an appointment only 24 hours in advance. They do NOT ask for confirmation, they simply decide to show up and demand you pay for a $140 service with no proof that you are home or received their text (I did not, I was hiking in Oregon with no service). It is ludicrous that we must be at the beck and call of a pest control service we've obviously tried to leave. When I asked why it is such a short window of time to respond after the first representative stated notification would be one week in advance, they stated that I should provide them with any dates I'm unavailable in advance of them automatically scheduling an appointment the day before. What an alarmingly predatory business model predicated upon the hope that busy, traveling, or- even worse- elderly people cannot quickly respond to their short window for response... I would strongly recommend AGAINST their services in the future. They have refused to refund me for the amount of $140 because they allegedly provided the service while I was out. I just want to be refunded for the service I never requested nor confirmed after being on pause for six months because they (inexplicably) would not let me cancel last year. I also hope to inspire a change in their business model to stop preying upon marginalized populations. Invoice number is XXXXXXX. Thank you for your help.

  

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/14) */ This claim has been resolved with the customer. Consumer Response /* (2000, 7, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They understood that they did not provide enough time to respond to the scheduled service and have moved to refund me for this service. I am very satisfied with their quick response and support.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May 2021 I was approached by a solicitor and agreed to a one-time pest treatment for wasps. I agreed to pay $119 for this service and was assured multiple times that there is no contract attached to this offer and that I'm not obligated to continue. I was then asked for a credit card and signature for that payment. Service was performed next day by a different person. I am not going to comment on the service because they chipped the brick on my entry way stairs with their equipment. I received an email with a receipt and contract (with my lat name and some random first name as a customer) stating that I signed up for 1 year contract and 5 quarterly treatments. I promptly called the company, explained the situation and asked to cancel the service immediately and explained that I do not wish to see them on my property anymore. I also let them know that I will file a charge-back with my credit company and will take them to small claims court if they attempt to charge me again for the service. Agent apologized for miscommunication and agreed to cancel my service. I then received an email from an account manager stating that: "This email serves as a confirmation that your account with Frontline Pest Professionals has been canceled. No future services will be scheduled unless you call in and schedule one yourself.  Since you are still within your service agreement, we unfortunately have to charge your account an early termination fee as outlined in that agreement $231.00. We are sad to see you go and would love to have an opportunity to service you again in the future. Should you need anything else, please call the office at xxx-xxx-xxxx" Company is now threatening that they will forward to collection agency. Simple Google search prompts many more complaints describing the same exact practices by this company.

  

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/05/19) */ Maciej, We apologize for any misunderstanding. As requested your account is canceled and we have removed your early termination fee.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In June 2021 I was approached by Frontline Pest Control at my home. They were soliciting houses in the neighborhood. I entered into an agreement for quarterly pest control services. As a part of this agreement I was told compounds used were non-toxic and also not to be sprayed in my yard around structures such as: well, septic, and our garden. In April 2022, Frontline made a stop at my residence without advance notification and proceeded to spray chemicals on my property that required the use of protective equipment. I immediately notified their office to terminate services as this was in violation of our agreement. Frontline has requested that I pay the remaining balance of the contract; however, their unsolicited activity on my property was not a part of our original agreement.

  

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/02) */ We are sorry to hear of your concern. We deeply strive to provide the best quality service. We use only the best pest control products designed to be used in a residential setting. We strictly follow all product labels for placement and application. In order to resolve this claim. We have waived the cancellation fee.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Salesmen came to the house last year (7/21/2021) and explained what the services would be to have our yard treated for mosquitos and told us everything was a one off treatment. He falsely lied to me and had me sign a electronically to a contract instead of just the one time service. We also had stressed that it was for mosquitos and he signed us up for a general pest plan. They did perform one treatment in early August of 2021 which we happily paid for but then were told we had a contract with them and are trying to charge us a $250 cancellation feed. Servicemen showed up at my house today 4/6 and seems to have done a treatment without permission and now company is seeking us to pay them $109 for unauthorized treatment when I spoke to him on the phone and told him we did not want it and wanted to cancel appointment.

  

  Business response

  05/05/2022

  Consumer Response /* (2000, 5, 2022/04/15) */ Hello, I ended up settling things with the company and they allowed me out of the contract without penalty. They should confirm this with you. Thank you so much for your time **** ********

*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. ↩