ComplaintsforNewtown Termite & Pest Control, Inc

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a pest problem at our house which Newtown Termite and Pest Control dealt with satisfactorily. We had discussed the job beforehand and agreed to a fee - $375. That same day they sent me a document to sign withe the 'Cost of Service' listed on the document as $375 (document attached below). They came, completed the work and I gave the contractor a cheque for $375. So far all is well. A week later I get a further bill for an extra $22.50 which they now claim is for taxes. It was my understanding that taxes were included in the original 'Cost of Service' statement from them. I feel that are breaking the original agreement with me. I complained but to no avail. I eventually paid the extra amount because I feared they would damage my credit.

  

  Business response

  10/27/2022

  Even though this person was made aware of the tax we are sending the customer back his 22.50 hopefully he will never call us again. We solved his problem as always.  He is a really nasty person.

   

  Customer response

  10/28/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11/2021 I signed an agreement with Newtown Pest to begin a service plan for treating my pest issue. An up front cost of $1,378 and a bi monthly payment. From the start the company struggled to communicate exactly what is covered in my plan and when service would begin. Services were rendered multiple times in Feb/Mar/Apr. As stated in the agreement, the pests would be eliminated in 60 days. That did not happen. After 60 days I reached out about hesitation of continuing to pay for the service if the treatments are not working. After April, Newtown Pest no longer provided services to my property. When I reached out in July I was told they cancelled my service. I requested a cancellation letter and a conversation with the owner. The owner stated "he would not refund me because its a proven fact that the bugs cant be alive with the treatment". Yet, no member of his company visited the property after 4/28 and still stands by this statement of no pests .

  

  Business response

  08/24/2021

  February 13, 2021- I received a call from **** ******* that she was seeing big ants.  I sent out Andrew who is one of our technicians.  He informed them that they are carpenter ants, which is a wood destroying insect.  Also, he discovered that there is mice evidence throughout the structure.  Andrew signed **** ******* up for a Platinum Plus Plan which covers everything including and termite preventative treatment.  Signed contracts are attached.
  February 16, 2021 – Technician went out and performed the pest control initial.  Sprayed interior and exterior; Sprayed ******* in basement; Granulated exterior in front of house; Placed 5 bait stations (none in backyard); Placed 7 snap traps in unfinished basement area.
  March 1, 2021 – we received a call from **** ******* that she is still seeing bugs inside.  We sent technician out to do a retreat.
  March 5, 2021 – a Carpenter Ant power spray was formed.
  March 12, 2021 – performed a preventative termite treatment at their residence.
  March 27, 2021 – Did a carpenter ant retreat; **** ******* called in on March 25, 2021 stating that they are seeing some carpenter ants, not as much as before but still seeing them.
  April 13, 2021 – *** ******* called in stating that he wasn’t happy and feels the plan wasn’t explained well to him as far as what was covered.  *** ******* stated he won’t be there and to speak with ***.   Andrew, our technician goes over the contract, line by line with each customer and explains everything to them.  We’ve learned over the years that customers don’t listen very well when the technician talks to them after he does the initial free inspection/estimate and explains everything to them Or that the husband and wife don’t communicate very well.
  April 26, 2021 – **** ******* called in stating that she is seeing ants.  One April 28, 2021 we sent out the manager to do a fan spray of the floor services.   They live on a slab and sometimes can take a few services to get them under control.  Fan spraying the floor services is the last service we provide because people and pets have to be out of the house for 3-4 house and can be disrupt to some people, especially with COVID at the time.  With all the services we performed until today it is physically impossible for anything to be alive in their house.
  Moving forward to July 28, 2021, we haven’t heard from the customer, until today.    Since we haven’t heard from them in 3 months, we take it that they haven’t seen any bugs.   *** ******* called Andrew on July 28, 2021 on his work cell phone stating that he is seeing bugs now.  Andrew offered to come out and treat but asked *** ******* where he was seeing the bugs.  He couldn’t tell him where just that he was seeing them.  *** ******* asked to speak to the Owner.  The Owner was traveling that day and was to be in the office on July 29, 2021.  Glenn, the Owner called *** ******* and spoke for some time.  Glenn offered him free service until he was happy.  *** ******* threaten to call credit card company saying we didn’t perform our services.  As you can see from the beginning, we have performed all of our services.  We can’t take the materials out of the ground from the termite preventative treatment that we did nor for the carpenter ant treatment, which both are wood destroying insects.
  Maybe *** ******* should have made a point to be at any one of the appointments if we wanted information or to talk to us.  **** ******* was always the one we saw.
  All documents are attached. 

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