ComplaintsforTerminix Service, Inc

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted the Columbia, SC branch MULTIPLE times. We have a service bill that is going to collections soon that we did NOT authorize. We’ve received over 10 letters in the mail stating this $108.18 service payment is due. my husband has called and requested to have this issue investigated, resolved and the charge removed from our account. We have not heard any updates, just more warning letters. We NEVER requested this follow up service. We did NOT speak with the gentleman who came on our property for the service, as we were not home. We should not have to pay for a service that was not requested, and should definitely not be penalized for our credit being affected due to an UNAUTHORIZED service bill. I would like to receive confirmation this bill will be REMOVED and I will no longer have service representatives come to my home and charge me service fees. Also, remove my address and contact information from your customer database.

  Business response

  03/25/2024

  Account will be cancelled with a $0 balance.

  Customer response

  03/25/2024

  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,
  Christian C*******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I entered a year contract with Terminix on 11/203 for pest control at my condominium located at *** ********* *** ********* *** After my final visit (11/14/2023)- a visit arranged and scheduled per Teminix's request and with the understanding that this was the last visit of my contract- I then received an invoice for 105.00 for the visit. I contacted the business office and was assured that this was not covered under my contract, despite the scheduler telling me it was previously, and that they would have a manager contact me to resolve the issue. A month and a half later- I have received another invoice- with an added $1.8 late fee. When I contacted the customer service line- I was again told that despite them telling me the visit was covered, that I owed them for the service call.

  Business response

  01/15/2024

  Manager has spoken with customer. Account will be closed with a $0.00 balance.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used another pest company and our past service was for inside and outside treatment. The company was sold without our knowledge to terminix. They claim they came to our other home and treated the outside. We were never called to arrange service and no one was home. They charged 85 for half of what our previous service was. We have communicated by three letters which are not regarded. They now put us in collections. The reality is they were on our property without our permission and the service was not complete. We never had an issue with our previous service provider.

  Business response

  10/12/2023

  Manager has spoken with customer. Issue is resolved. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were contracted with Terminix in Conway, SC for several years with no issues or complaints. About 6 months ago, a Terminix employee arrived to our property to perform a service and realized they couldn't access the property due to our landscapers doing work in the front and back. He proceeds to wait in his vehicle for about 10 minutes then leaves and does not return. I stay home everyday so I am certain they didn't come back especially since he would either call or ring the doorbell to let me know he's here since I have dogs. I then receive a bill for said service a few weeks later and I refuse to pay because the service was never done. I tried to explain to the girl who works there on what happened and she immediately disregards it and explains I am responsible even though it was never done. Basically said I was lying in so many words, even though I was a long time customer and always paid for my services. Months of trying to resolve with no outcome. I then receive a collection notice for the said amount and now am being harassed every single day to pay. All I want is for them to credit my account for the service their technician never did, I will not pay for something that I did not receive.

  Business response

  10/04/2023

  Manager has spoken with customer. This issue has been resolved.

  Customer response

  10/04/2023

  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,
  Heather P****

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 1st 2023 I received a letter from Terminix stating that my easy pay monthly charges were going from $23 @month to $45 @ month. When I called to question I was told the service went up “last” year to $31.67 but a problem in their system didn’t update until now so they were charging me for last years new rate and the new rate for this year. I was told I could pay last years charges of $71.24 (that I was never made aware of until now) and that would make my new easy pay payment $31. Since last year I was not made aware of the increase and it was not added to my easy pay(which is auto draft) I should not have to pay the $71.24 from last year. It was not my fault that their billing is not correct and the system didn’t update. The customer service person said nothing she could do. So, I request to speak to the manager (owner) to voice my concerns. She did refer a message to him, but he chose not to return a call. Instead I got another email from the customer service rep saying that he has nothing to do with my problem. She suggests again that I pay $71.24 and then resume my auto draft for $31.67. When I advised since it was not my fault, I should not have to pay. She said she would have someone from the accounting office call me. I never received a call back after over a week has passed. Then, yesterday Sept. 10, I received a final collection notice that if I didn’t pay in full by Sept. 18th (6 weeks from the 1st notice I received about this) that it would be referred to a collection agency. I have been a customer of Terminix about 15 years and I feel as though I have been treated wrong. I will pay this $71.24 because I have excellent credit and do not want it blemished. Thank you

  Business response

  09/13/2023

  Manager has spoken with customer. This issue has been resolved.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Absolute Pest Control treat my yard for fire ants on February 16, 2023. Approximately 2 weeks later, Absolute Pest Control sold out to Terminix. I contacted Absolute Pest Control in March (at which time I was told about the change of company when the phone was answered by Terminix) to report active fire ant mounds. My treatment from Absolute had a one year warranty. When I contacted Terminix in March regarding the fire ants, branch manager Pete came out to spray the area again. I asked if there was a charge and he stated there was not since we had the warranty through Absolute. He stated that Terminix would honor that warranty. I contacted Terminix again and they made an appointment for Thursday August 17. Associate Caleb came to spray but before he started he informed us that it would be an $85 charge. We asked him about the warranty and he said he didn't know anything about it. I contacted Terminix and spoke with Laurie, the office manager. She was extremely rude and asked to speak to Caleb. She told him to leave if we were not going to pay. We are still supposed to have a warranty until February of 2024. I have attempted to contact Terminix to speak with Pete, the branch manager. Laurie said she would have him call me within 48 hours. As of the writing of this email I still have not gotten a call from anyone at Terminix to resolve this issue. I just want the warranty honored since that was what I was told would be done.

  Business response

  08/22/2023

  Manager has spoken with customer. This issue has been resolved.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had service with them 2 years ago. Had a contact for 4 visits and fulfilled them. They continued to call and set up another visit and I told them no. They sent a guy out anyways (supposedly) because I wasn’t home to verify if they were their or not than sent me a bill via email. I was surprised and called them, the girl went on about how the company was undergoing new management and things were confusing. She said she would have a district manager call to help settle it and he never did. They now kept calling and sending me bills and I finally payed them to “ go away and leave me alone” After I paid I told the girl do not ever come to my house unless I request services. They continued to call me to set up another appointment. I told the guy no we don’t need any and repeated I would call when or if I need their services, even told the guy my husband hair recently lost his job so NO I don’t want you to come. On February 22, 2023 I get another bill in my email they they were at my house and performed outdoor service. A lady called at some point to collect and I told her I never requested these services and have told them so in the past. A district manager called and basically said, well there’s no notes in the system and it’s my job to call them quarterly and tell them not to come or they will come anyways. Even though I fulfilled my contact and never resigned. The manager finally admitted there was one note not to come unless customer requests. Looking at my statement it even says, Service Instructions: Pls schedule w/ customer. They continue to send me statements. I left a review on their Google after talking to the manager. The manager gives me sales floor vibes and tactics. They just repeat “Sorry, there’s no notes in the system “ ( and clearly there was) like that’s my fault!!! Every time the guy would call I told him NO. Couldn’t be clearer. Even told him thank you but my husband will take care of spraying. Then blame me for their employees not making any notes

  Business response

  05/08/2023

  Branch Manager has cancelled the account with a $0 balance. 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was misinformed and apparently signed year-long contracts when I was under the impression I was signing a one time service- Transactions were 4/6/2022 for $95 and $70. I was never given a copy of the contracts even when I asked for it repeatedly. I finally got something via mail which did not line up with what I was told. Only found out about the contracts due to contacting another company for a termite service we were considering and was told that there’s did not compare at all, etc. when it did and was identical coverage at half the cost. We felt like we were just trying to be sold services and were not handled appropriately. Our original service was for pest control but when tech came he asked me what problems i had and he suggested we treat for fire ants and mosquitos that were supposed to treat flying insect problems, which it did not help at all. We attempted to call branch directly and I asked to talk to manager and instead were contacted by the upset technician when I had specifically asked for a manager. Tech asked to let him make this right which I tried. He came back to reservice fire ants and said he’d be back the following day or next one to do the mosquito treatment. The technician did not show up when he said he would on original visits (time wise) or was a no show at least two times when he said he would come on a given day. Very poor communication. We are needing a full refund of the services we paid for and the contracts canceled. This whole experience has been unacceptable.

  Business response

  05/04/2023

  Refund will be issued and account will be closed with a $0 balance. 

  Customer response

  05/04/2023

  
  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,
  
  G******* S****

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We continued service with Terminix (previous owner had termite service with them) when the Supervisor came out, he stated that there was a $90 fee to replace all bait stations and log all the new ones in our name to continue service- we agreed. he said the new stations were better and it would take them some time to do. I said thats fine. They collected my $90, and they were here about 5-10 min and they were gone. No new stations as he decribed...nothing. I called several times and they sent someone out and did change a few stations, but not all. We got the bill in the mail for a year of service ($375 I believe) . I also called the office asking for my $90 to be returned since it was a waste(they lied to us about what that $$ was for) No return call for that issue. We held off payment since we were unsure whether we wanted to do business with them. Then in January, i get a knock on the door, stating they were there to remove the stations. I told them to take them, we do not want to do business with them anyway. My wife called and spoke to the office before the removal over the bill, the girl from the company stated that we could have made monthly payments rather than lump sum, and that if we did not want the service, we could cancel at anytime and be refunded. The manager I spoke to last Thursday, stated that "In the contract" nothing is refundable. Meanwhile I paid the bill since they sent us to collections, so it would not hurt my credit score, so They have the bait station, I have paid for a year of service (of which I am only getting 7 months of what I paid for) they owe me my $90 "set up fee) which was bogus. and 5 months of service that I did not get. roughly $200. Very shady business practices.

  Business response

  04/25/2023

  We apologize for the confusion and will refund the charge of $290. Please expect a check within 2-3 weeks. This amount reflects the total Terminix Service received after collection agency fees. All accounts will be closed with a $0 balance. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a year long contract, where supposedly, I was to have treatment done at my house monthly. When contracting, I set up automatic draft from my bank account, monthly. 1. After the 1st or 2nd treatments, the insects that were being treated for never cleared. Even had them come out between scheduled visits. Until this day, I have yet to see a difference from when before I made the initial call before starting service. 2. Set up draft in June of 2021. It continued until February of 2022, when it suddenly stopped. (Not by my request). The all of a sudden I start getting threatening letters about turning my account over to collections. 3. Since June of 2021, I have had maybe 4 scheduled visits ACTUALLY followed through with. All others, they either don't show, are hours early/late so I'm not home, all of which they never call or communicate. 4. Thursday, July 28, THEY scheduled yet another visit at 6pm. They show up at 4pm. I was on my way out of the driveway, however my husband home. Terminix guy did not even bother to get out of his truck and speak to my husband, WHO WAS OUTSIDE!! He just turned around and left! 5. The last time I can remember him actually coming, he never came to my door. He walked around outside. Never spoke to me, never came inside and sprayed, asked if there were issues, nothing! Left without anything! 6. Their emails state the following: "Here's a refresher of what we'll do during this visit: -Conduct a thorough walk-around outside, checking for pest hideaways -Set a barrier around the foundation to keep pests out -Sweep down spider webs -Walk through the inside of your home, treating any problem areas as requested -Provide recommendations to help keep pests away" Apparently this doesn't apply to me as customer. 7. What I think makes this experience the worst, is that I was told the man who is assigned to my home is the manager. My family members use Orkin and have no problems. Looks like they'll gain my business as well!

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/08/02) */ We apologize for this experience and are happy to refund. Multiple attempts to reach the customer been made, and we will close the account and issue the refund via mail. Consumer Response /* (2000, 7, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Communication from Terminix, via email following complaint: T: Hello, We received your BBB complaint and I wanted to reach out to you. We do not have a working phone number for you on your account info, we have sent several letters asking you to call us for corrected contact information. Please call me at XXX-XXX-XXXX so we can discuss further. Me: I find it odd that you say you don't have a working number for me, when I have attached the signed contract between your company and myself, which includes my current, and working number. sent attachment of contract T: Is that ***-***-****? That's the only number on the account. Me: That's the only number I have T: I literally just dialed that number and it says not in service. Me: No worries. It works fine when my lawyer calls. I will be speaking to him. Thanks for your time. *Note* My phone was never out of service. My call logs had no calls from his number since August 2021, which was an outbound call I had made to the office. As long as I am reimbursed in full, as stated i would be, I will be glad to accept this response and tell my lawyer the same.

*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. ↩