Complaints

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• Initial Complaint

  Date:07/12/2024

  Type:Order 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.

  May 2023,entered into a contract with Reliable. Paid $850 up front for termite protection. Both myself and my husband were told by the sales rep that the first inspection that was to take place next year (2024) was complimentary and there would be no charge. May 22, 2024. Tech came and inspected the canisters. Some time later, received a bill in the mail for $240 from Reliable. Thinking they must have made a clerical error, I disregarded the statement because the first inspection was complimentary and there was to be no charge. The next statement came last week. I called the company and they stated that "You did receive your complimentary inspection and now you are paying for 2024/25." I explained that the sales rep stood on our doorstep and told us that the first inspection the following year is not billed and is complimentary; no charge. He shook both my hand and my husbands as we agreed to pay for their contract. She had the rep that was at our home, (*****, I think) call me himself. This person denied ever stating such a thing and said that we misunderstood him. I am the sole income in our home and my husband is disabled; every single dollar we bring in is strictly budgeted. The contract actually says what the man told us - but the way they are trying to spin it is definitely a scam. The man called his boss and then called me back stating - we don't do that and you owe the money. I told him I was filing a complaint. The female that I initially spoke to called back and wanted to help by establishing a payment plan. I explained that this situation was nothing short of fraud and they were taking advantage of us. She stated "I understand. Someone will come by and take out our canisters and your contract will be discontinued." They took us for $850 and it is a disgrace to do that to anyone - let alone a couple with one who is disabled and on a very tight budget!

  Customer Answer

  Date: 07/18/2024

  Today, 7/18/2024, came and dug up the containers used for termite treatment.  We paid $850.00 and because of their lack of integrity in using trickery to trap a disabled senior citizen into a contract that they did not fulfill - my husband and I have to start all over with another company.  This will likely cost at least as much as we have already paid for treatment of termites.

  Thank you for your help in this very upsetting situation,

   

  ******* and *************************

  Business Response

  Date: 07/23/2024

  Thaks for giving us a change to response.

  *************** just has a misunderstanding of the contract. We have called ***************** many times with different people from our company to try and explain the contract. Including the original salesman. 

  You can refer to the contract I have attached which was signed by *****************

  The Sentricon system was installed in May of 2023 For a total of 850. and include the first year of monitoring through May of 2024. This year after we did the inspection in May 2024, we sent her an invoice for the protection plan from May 2024 through May 25.  All services were preformed to fulfill the ****** Contract. The new invoice is to maintain the termite warranty for the next year of monitoring. This is normal 

  Please call with any question. 

  Customer Answer

  Date: 07/24/2024

  Complaint: 21980327
  
  I am rejecting this response because:
  
  I called the company and questioned the bill. I spoke to the original female that I called myself. She had the salesman call me. When he called he simply denied saying that there is no bill for the fist inspection because it is complimentary with the purchase of the initial contract; and after that its roughly $250 each year.  As stated previously - the sales rep stood on my front porch and shook mine and my husbands hands when we agreed to make this purchase. The first female I spoke to called back to offer me a payment plan for something that was supposed to be their free complimentary inspection which was to take place one calendar year from the date the canisters were installed. They did not call me many times to explain the contract. After the sales rep flat denied making the statement to my husband and I - it was very clear that this is a racket this company has been using to hook people and it is dead wrong.  There was no misunderstanding of the contract as the sales rep has stated. He was gaslighting me over the phone by claiming what he plainly stated to me and my husband was something we both imagined. The initial lady claimed I had already received my complimentary inspection. We just had the first inspection on May 25th, 2024. His was the one and only inspection they had made and it was supposed to be free. She stated That was for last year and now you are paying for 2024/25. I questioned againWhere was the free inspection? This is not a misunderstanding of the contract. it was taking the salesman at his word. My husband was present for the initial agreement and for the phone calls that were made and received to and from Reliable Pest Solutions. Their company is willing to use poor practice and unethical behavior with customers.  This already cost is $850 - they pulled the canisters out of the yard this last Tuesday and  left big holes all over my yard. What did we pay for that was $850? We didn't even purchase the canisters? Those should have been left behind.  As previously stated, I am a registered nurse and my husband is disabled. This is not mere pocket change to us. We have budgeted every dollar to make ends meet. We would like our $850 back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  The contract for ****** was for and install and first year of monitoring. 

  The program was installed on 05/22/23. The price for the install and one year of monitoring was $******.

  on 05/23/24 an inspection was done at no charge see invoice attached. This concludes the contract of install and year of service.

  the new charge would be to continue the service for next year through May of 2025.

  You explain to us that you did not want to pay for the next year, so the stations were removed.

  If you would like I will reinstall the station and cover your property for one more year at no charge through May of 2026.

  Please contact my office and we will arrange that install. 

   

  Customer Answer

  Date: 07/31/2024

  Complaint: 21980327
  
  I have reviewed the business' response and am rejecting it because:
  
  The response is the same.  The company is using a "play on words" that makes the customer think he is getting a free service for the next inspection of the containers.  If the $850 is paid - then each year after it is $240.00 to keep the containers maintained - there essentially is nothing free.  People get the installation done and then pay the money, which invests them to the point they feel locked in and have no choice but to continue the service.  Honesty is the best policy.  A company should not say:  "The first annual inspection next May in 2024 is complimentary with no charge to you". The sales rep for that company stated "I did not say that" and "you misunderstood."  These statements are false, as previously stated in previous responses, my husband was present and clearly heard the rep make both statements.  They should not use the hook - "The first year's inspection is complimentary and there is no charge when they know a bill for the $240 is going to follow the inspection.  It is misleading and puts customers in a difficult position.  

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