![](https://m.bbb.org/prod/ProfileImages/2024/575dfab0-cd20-4641-8b00-03045f9acb30.png?tx=w_150)
Complaintsfor1st Response Pest Management
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Description: Constituent hired a pest control company, 1st Response Pest Management, to spray for bugs at her house on Oct 14, 2021 at a cost of $1400. Constituent questioned the employee when he showed up to do the treatment if they were licensed and bonded and the employee advised they were. Constituent stated she followed all instructions for removing items before the heat treatment. Constituent stated after the treatment, she noticed the wallpaper on her upstairs wall was peeling.
She contacted the company and spoke with **** about the problem and was told the owner, *** was on vacation and would be back in January. Constituent stated *** advised he had someone who could fix the problem. Constituent stated the company sent **** to come to her house and fix the wallpaper. Constituent stated she looked at the wallpaper after **** repaired it, and was surprised to find pieces of the wallpaper missing, numerous bubbles in wallpaper and areas where the wall paper had not been repaired. Constituent called First Response back to let them know the repairman did not fix the problem with the wallpaper. Constituent stated *** came out to see the repair. Constituent stated the company is not going to fully repair the problem. No atty
Business response
05/02/2022
Thank you for providing your feedback and letting us know about this issue. We apologize that our service did not satisfy your expectations. Ultimately, our goal is to provide all of our customers with a truly positive experience and total 100% customer satisfaction.
As our records reflect, we performed a bed bug heat treatment at the customer’s home, which successfully eliminated the bed bug infestation. However, after the heat treatment was completed, the customer notified us that a small section of painted-over wallpaper began to peel back away from the wall, which can happen as a result of the high temperatures used during the bed bug heat treatment.
At this point, 1st Response did not hesitate to pay for a home improvement professional to repair the small section of peeling wallpaper. Additionally, at our own expense, 1st Response also had some damaged drywall repaired for the customer that was previously damaged from before the heat treatment (just to go above-and-beyond and make the situation right). We performed these corrective actions gladly because we hold ourselves to the highest standards and we are always willing to go above-and-beyond to meet the expectations of our customers even though the Service Agreement clearly states that “1st Response is in no way… responsible for the repair or replacement of any contents or of the covered structure(s).”
Unfortunately, in this case, the customer was still unhappy with the repairs and asked us to re-do the entire room (because a hairline seam in the wallpaper is still showing through the paint). However, here’s the problem: whenever you paint over wallpaper, the project is already faulty and not being properly done in a manner that will last over time. In this case, the previous homeowner painted over the wallpaper instead of first removing the wallpaper, then painting.
While it is our strongest desire to satisfy all of our customers, due to the inherent and predictable flaws in the craftsmanship of painting over wallpaper, unfortunately, in this case, we cannot pay to have the whole room re-done precisely because it was not done properly in the first place. Thus, we politely declined to pay for further repairs, offered the customer a full refund on the original cost of her bed bug heat treatment, and referred her back to our signed Service Agreement.
1st Response always strives for excellent customer service. However, if we are to remain a viable and competitive company, there are some reasonable limitations on what we can do. Despite trying our best to make this situation right, we are very proud of the lengths we went to in attempting to resolve this matter fairly and justly, and, above all, we are very happy to have eliminated the bed bug nuisance.Customer response
07/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,By Appt. Only
MMonday | By Appt. Only |
---|---|
TTuesday | By Appt. Only |
WWednesday | By Appt. Only |
ThThursday | By Appt. Only |
FFriday | By Appt. Only |
SaSaturday | By Appt. Only |
SuSunday | By Appt. Only |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.