Complaints

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 9th, 2023 - Big Foot came to our home to spray the outside for ants and insects. We were
  told if we still saw ants/insects in a week to call and let them know and they would come back
  since they have a 90 day guarantee.
  June 15th 2023 - we called to let them know we still had live ants and the activity had increased
  since they had treated our home. We were seeing live ants in our bed. Kyle said he would check
  his schedule and see what he would do and might be able to return in a week or two but
  couldn’t make any guarantees. I requested that he come back that week since we had paid him
  and were told to call back if still saw ants in a week and were given a 90 day guarantee. He said
  the warrantee didn’t cover our home.
  June 15th 2023 - Kyle called back the same day and stated he would not return to treat the
  outside of our home again but would treat the inside of our home for an additional charge. He
  then gave me the owner’s number and said to speak with him. I called the owner to try and
  resolve the matter. After speaking with the owner Clay, he also refused to honor his companies
  90 day guarantee and treat the outside of our home again and said they could not make any
  guarantees and no one would guarantee there would be no ants. Their guarantee is stated on
  their website and was verbally given to us the day they treated our home. We pay an additional
  fee to treat for ants and other insects but activity has actually increased since they treated our
  home. The owner Clay refused to retreat the outside of our home and refused to rectify the
  situation unless we pay them additional money to treat the inside of our home.
  It has been two weeks since they treated our home and activity continues to increase. There are
  live ants in our bed/bedroom, bathroom, kitchen and closets. They were not there before Bigfoot
  treated our home.
  

  Business response

  11/21/2023

  In response to this complaint, we acknowledge treating the exterior of ***** ********* property on June 9, 2023.  We guarantee the areas that we treat that there will not be any activity of the pest for which we are treating.  In this case a spider, wasp, ant treatment was performed on the exterior of the house only.  So, in this case we guarantee that there will be no spider webs or wasp nests on the exterior, nor ants crawling on the exterior.  ** ******* called to complain about ants in her bedroom.  We did not treat the interior of her house, so that was not part of her guarantee.  When I tried to explain this to her on the telephone she became very agitated and said, “NOW THIS IS WHAT YOU ARE GOING TO DO!….”  I politely replied “No, we are not.”  She wanted an interior and exterior guarantee, but only wanted to pay for the exterior service.  Fortunately, this kind of customer is very rare.  Sincerely, Clay B********* Owner, BIGFOOT Pest Control, Inc.  P.S. There is a reason that we have a 4.9 rating out of 5.0.  We do good work and charge a fair price.  Thank you for listening.
  

  
  

  Customer response

  11/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It has taken them six months to respond to this issue. By the owner’s own statements his company should have honored their guarantee to retreat the exterior of our home. We paid Bigfoot an additional fee to treat for ants and other insects but activity increased after Bigfoot treated our home and continued to increase for weeks after.
  
  We attempted to resolve the matter with them, but the owner and his employee refused. we simply want to be refunded since they refused to honor their guarantee and we had to hire another exterminator.
  
  In response to: “We guarantee the areas that we treat that there will not be any activity of the pest for which we are treating. In this case a spider, wasp, ant treatment was performed on the exterior of the house only.
  1. We requested that they return to retreat the exterior of the home per their employee’s directions. Per their own response they should have returned and honored their guarantee (We did not request they treat the inside of our home)
  2. I spoke with Kyle twice who refused to treat the outside of our home again but said he would treat the inside of our home for an additional charge. Again we did not request they treat the inside of our home
  3. No where does it state their guarantee only covers certain locations or areas they have treated. It just says a 90 guarantee with “ALL ONE TIME SERVICES” and “SERVICES ARE GUARANTEED”
  4. We did not have ants inside our home previous to Bigfoot treating the exterior.
  In response to: “When I tried to explain this to her on the telephone she became very agitated and said, “NOW THIS IS WHAT YOU ARE GOING TO DO!....” I politely replied “No, we are not.” She wanted an interior and exterior guarantee, but only wanted to pay for the exterior service.”
  1. This is a false statement. We did not demand anything and no one was agitated. We called and reported that we were still seeing ants and the problem had escalated to inside our home as directed by their employee. We were told to call if we were still seeing ants/insects in or around the home in a week and they would come back and retreat the home under their 90 day guarantee.
  2. We attempted to resolve the matter twice and were told by both Kyle and Clay that they would not make any guarantees.
  3. After finding no resolution with the company we reported the matter to the BBB and hired a more reputable exterminator.
  4. We did not request an interior and exterior guarantee, we asked that they honor the 90 day guarantee they have on their website, receipt and verbally stated during their service.
  5. We did not request interior service, as stated above we requested that they return to retreat the exterior of the home under the 90 day guarantee, which per Clay’s statements falls under their own guarantee that “areas that we treat that there will not be any activity of the pest for which we are treating…a spider, wasp, ant treatment was performed on the exterior of the house only.”
  (At no time did we request they treat the inside of our home.)
  6. When we scheduled the treatment, we specifically asked them if they needed to treat both the interior and exterior of our home and they said it was unnecessary.
  7. We paid an additional fee to treat for ants and other insects and simply wanted the exterior retreated to eliminate the ants per their guarantee.
  
  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. ↩