Complaints

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  You rarely actually get a person when you call them . They have been hired to take care of groundhogs & critters that get under the house, Because it was a holiday weekend they did not come out. A critter was caught it died in the trap on an icy weekend, This was a live trap. They can't let it starve. This was inhuman. The trap was in our garage. They were scheduled to seal up the mouse holes & never came out to do that either. WE have had to throw mice out when trapped. They do not come out for scheduled visits not check in on us to see how things are going . We have to let live critters out our other property ourselves. They just do not followup. Why did we hire them? Because they can do more than we can but they don't. I would like $900 refunded to me for a job not done right, & for them to get their traps back.

  Business response

  03/30/2022

  We had visited the site several times - 4 visits to be exact... The final 2 visits there were no more mice being caught. The customers house is in a large field with a pond nearby and many acres of wooded land. We provide a full warranty with our service and would not leave the customer with mice during this warranty period. We had the customer scheduled to come out to do the final seal off to help prevent the mouse entry, however COVID ran its course through our office and we were shut down immediately without advanced notice. We have several people who are STILL sick, however our office is currently back open and we would love to get Mrs. ******* back on the schedule to finish. This was not something that was within our control and regardless of the situation we stand by our warranty and commitment to Mrs. *******s home. We have tried reaching out once, and will try again once every 24 hours for the next few days - Additionally, Mrs. ******* may reach out to us now as well and we will be more than happy to finish taking care of this problem for her. 

  Customer response

  04/13/2022

  Consumer called in response to CSR follow-up call and said she had never rec'd any BBB correspondence even though that of 3.30.22 was opened and read. Resent letter and also emailed it to her husband Randy at his own email address. Will reopen complaint awaiting her response. 

  Customer response

  04/17/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16883364
  
  I am rejecting this response because: 

   

  1. The mice issue is just part of the problem.  They were supposed to seal the holes around the foundation so the mice couldn't get in.  We were scheduled to do that, but they never showed and never called.  I've called multiple times regarding this and the other problems.

  2. They have not reliably come to pick up live traps when we've called, leading to them dying in the trap.  They have been unresponsive on the phone.  One trap, we had to take care of ourselves.  This is the kind of service we paid for that we are NOT receiving!

  3. We rarely reach anyone on the phone, and we usually leave a message. On the rare occasion they call back, they claim they never got the message.  They could also email us but they don't email either.  Live traps and they are never available.  The last message, they never answered or returned our call at all.

  4. We finally had to hire someone else to do the job that we paid them to do.

   

  The larger creatures are the main reason we hired them.  Groundhogs, possums, etc.  The mice was a side issue except for them sealing the base of the house, which they never did.  They were scheduled to do that and they never showed.

   

   

  
  Regards,
  
  **** *******

*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. ↩