ComplaintsforRottler Pest Solutions

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have sent three cancellation letters and they are still billing me. This is an elective termite service. Basically, I have fired them and hired another service and I continually get invoices. Since they are not following my request by letter and phone, I need your help.Quarterly fees - #******* $69.00 ******** Services - not an mandatory utility The biggest complaint I have is I pay on time and they state I don't wanting more money. I also do not want this as an automatic pay where they are pushing clients. Please help this to stop! I no longer want to hear from the company.

  

  Business response

  04/10/2024

  Tried calling customer and left message with my cell, **************. Customers account is canceled and was current at time of cancellation.Customer paid past due (check processed on 3/19/24) after our Billing Manager mailed the payment and invoice history after customer called on 3/4/24. This was an overdue balance for services from JAN 2024 as part of their quarterly termite coverage.According to our records, this was the only phone call into our office in the last 60 days. We would love to keep this long-time customer's home covered for termite protection and I can set them up with any billing frequency that they need.

  

  Business response

  04/11/2024

  Customer replied back to me via text on 4/11/24 with a copy of a letter that they said was sent to us multiple times requesting to cancel service. I have no copy of that letter and we have an internal process for putting those on the accounts when recieved. It would be unikely that we missed multiple mailings. I'm assuming it was mailed to the wrong address, but not able to confirm that with the customer without talking to them. Attached is the text and we would have liked to been able to speak with the customer on the phone to get more detail about the issue and offer a resolution. 

  Customer response

  04/11/2024

  Complaint: 21551080
  
  I am rejecting this response because: First of all, they have a problem on their billing side.  Since 2001, we have paid for their service and never had any issues with billing until the last three billing cycles.  I pay the exact same way today as I did in 2001.  I refuse to take the blame when my process is the same.  They are making it appear I don't pay on time.  This is unacceptable.  I get my bill and write the check and delivery it to the post office.  I don't want to talk with these people at all.  Yes, ****** called me but that doesn't change the fact I am getting the blame for their billing issues based on her reply.  It is convenient to blame me for this problem.  I had loaded the letter I mailed to them in March and they still sent me another bill the following month.  It has taken four billing cycles to cancel this service.  This is not an acceptable business practice.  I will not answer their phone calls and cannot recommend their service.
  
  
  
  Sincerely,
  
  ***************************

  

  Business response

  04/15/2024

  Last year of payments is attached. Like most companies, we do follow up on anything that is past due. Our policy is to follow up on anything past due by 30 days of the invoice date. On the attachment, invoices are grouped together with the day that the check was recieved and processed by our team. Payments on this account were generally paid past that 30-day ***** We understand that this customer feels they have always paid the same way but it has been inconsistent from our records. Our business practice is to follow up and remind people of their open invoices with a resonable amount of reminders (around 2 per week). 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract with them and it was supposed to be $1,769.00 which I paid. Then they said $129.00 biweekly for 6 years. This doesn&#**;t make sense plus they took out $129.00 off my credit card. I didn&#**;t sign up for this. I don&#**;t want to pay the $129.00 biweekly to them. I didn&#**;t sign up for this.

  

  Business response

  03/13/2024

  Just called and left a voicemail for customer on daytime phone number provided. No notes on the account that they reached out to us about this matter and we'll be happy to clear up any questions about the bed bug program they are on. There's no fee for cancelling and if there were any service issues, we will credit the last service of $126.00. I gave my cell ************ for them to call me back at anytime. Attached program agreement. 

  

  Business response

  03/13/2024

  Customer called my back after I left a voicemail on number provided. We went over the agreement together, which they had a copy of. I explained that we would end services and credit back the $129 for the ongoing services. The customer was satisfied with that outcome and we have already requested a refund to their credit card. I let them know that this will take 2-3 days to get back on the card and we will not be back out to do any more services. A follow up email to the customer was sent and I let them know to reach out to me if they need anything else. No contact was made to our office to address this prior to the BBB. 

  

  Business response

  03/13/2024

  Contact made with customer and we went over the program agreement together. Was able to clear up any confusion and decided that the program was not what they wanted. We cancelled the service and refunded the last service charge. Customer said that was what they were requesting. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Rottler to solve my Mole problem, after 2 months and $480.00 my mole problem is worse. I contacted Rottler and asked for a refund, their response was everone has bad mole problems this year and they would not refund my money. GREAT GURANTEE

  

  Business response

  08/02/2022

  We have looked into this concern and determined that the technician did not handle the customers complaint with the service to our company standards. We have coached the team member on what they could have done better and having a Service Manager do additional training. Our Branch Manager reached out to the customer to apologize and to let him know that all payments made would be refunded. Our accounting department has completed the refund and the customer should see it in 2-3 business days. We again offered to come on site free of charge to see if we could correct the issues (was previously offered on 6/30/22 as well by our Service Manager) but the customer declined. On 7/28/22, he accepted the refund and thanked us for handling the situation promptly.Please let us know if you need any additional information.

  Customer response

  08/02/2022

  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,
  
  *****************************

*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. ↩