ComplaintsforRocket Pest Control

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 11th of this year, 2024, I signed up for Pest Control to include inside the house and my entire yard for exterior treatment like fire ants and spiders. The payment agreement was for $70 per month to be charged for my credit card. On April 5th, I texted the sales person that visited my house and asked him to stop the Fire Ant treatment and to stop charging my card. He agreed that they would remove the fire ant treatment only to keep the quarterly treatments. He texted back the same day that he would take care of the change. On May 1st, my card was charged again. I texted the sales person for a refund. He texted back that he would text me once the update was done. I texted again on 5/17/24 for an update but never heard back from him. During the month of May, I called the main # multiple times and spoke with multiple customer service reps who said they would cancel the fire ant treatment and that I would only be charged for the $70 after each in house treatment. As of June, I had not received a refund AND my card was also charged. I have disputed the charges with my credit card company for April, May, June, July, August, and September. I only owed 1 in house treatment that was performed on January 19th which is $70. I am asking for a refund for February and March withdrawals for $140.00 AND to cease charges to my credit card. My credit card company has reached out to Rocket Pest for comment and to resolve this issue. As of September, my credit card company has never received a reply from Rocket Pest.

  Business response

  09/12/2024

  Hello, Rocket has reviewed this account The service was sold as a Tri-Annual service. $99 initial/$70 per month. The initial service was done on 1/19/24 and the next service was performed on 5/13/24.

  The notes, in our system, does state that the customer called in on 5/23/24 inquiring about a refund and closing her account. *** ****** stated she was working with Daniel, the salesperson however, other than the notes mentioned above, no other notes, regarding communication between the *** ****** and our company were found. Since *** ****** did reach out to cancel in late May, a refund check in the amount of $280 will be processed. Jason, the Branch Manager, for this service area, has reached out, via phone, to confirm the proper name and address for the check.

  Thank you for the opportunity for us to research this matter.

  Regards,

  Beth L*****

  Director of Marketing

  Business response

  09/13/2024

  Hi Cindy, I replied to this complaint earlier today. We spoke with the customer, and she informed us that she took an exception on her credit card for $140 so she only wants a $140 refund from Rocket. When I left, the reply we did not have this information.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have used Rocket Pest control for several years, never had a late bill. We paid for the inside and outside of our home to be sprayed. We would get a call the night before they would be sending someone out. We were not able to make arrganments for them to come inside. When we received our bill, I requested for them to come back out since the inside of our home did not get sprayed and we were having issues with spiders. I was told by customer service to pay the bill and they would come. I would have been happy to pay the bill if they would have sprayed the inside of our home. I feel like we were charged for services we did not receive. Few months went by and a rep called my husband to see what he could do to make it right. He had noted we were a long time customer. He made arrangments with my husband to come out and NEVER SHOWED UP. I would like for our account to be cleared.

  Business response

  08/23/2024

  We reviewed *** *** **** ********* account, and our manager spoke to them. We did see in the notes that a service was missed and that they were asked to pay their bill. They were ok to have the next service, and it is booked for 8/28/24. In addition, we have credited their account the $50.00 balance, so they do not need to pay for that. 

   

  It is Rockets understanding that they are in agreement with these resolutions, and we appreciate their continued patronage.

  Regards,

  Beth L*****

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rocket Pest Control bought out a company that I was using. They came out for the routine treatment and charged me the initial fee. I ended up cancelling their services after a couple months, and overpaid, which they (customer service multiple times) told me I'd receive my refund in 3-5 business days. This was around Memorial Day 2024 and I haven't received it - via ACH or refund on card. I have reached out multiple times.

  Customer response

  08/16/2024

  ********* **** ******** located at **** ******* *** Palm Harbor. The website, gorocketpest.com gives details of the buyout.

  Business response

  08/19/2024

  Hello, I passed this information regarding this compliant to the appropriate branch. Mr. N*****, our Tampa Branch Manager has just confirmed, with our billing dept. that the refund has been processed for *** *******

   

  Thank you for your help in coordinating this matter with us.

   

  Regards,

  Beth L*****

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Rocket Pest cancelled my termite bond without notice or request. They are refusing to reinstate it. The contract is 50 years old.

  Business response

  09/16/2024

  This complaint was a quite complicated. **** ****** did call in and did cancel her pest control but not her termite service. Our branch Manager called **** ****** 8/09/24 and checked the cancelation list. She did have and still had, the Termite contract. She was a Spencer customer for many years, When Rocket Pest Control acquires a company notification are sent out and the Spencer website was redirected to Rocket's, once the name has changed.

  Rocket's technician was servicing their backyard, he was in a Rocket Branded uniform and there was a Rocket Branded truck as well. There was a serious interaction by the customer and our technician.

  Based upon that interaction, our branch manager (after consulting our executive leadership, called and spoke to **** ******, and we parted ways. The customer understands the reason why. 

   

  Thank you.

   

  Customer response

  09/17/2024

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I never made an appointment or had any contact with this company before they claim to have provided a termite inspection on 4/17/24. No one was home on that day, my backyard is fenced and locked. I never received any type of termite or moisture report. The only thing I got was a bill for $170. When I contacted them about this and asked for a report they said they could send one but I still haven’t received it. They still haven’t shown any proof that they provided the service. Now they’re threatening to turn it in to collections.

  Business response

  08/06/2024

  One of our managers (Josh) called and spoke to Mr. ***** on 8/6 around 10:30 am. Mr. ***** said he didn't get notification that Rocket bought out ** (***** *******) his previous Pest Control company that Rocket acquired. His appointment was not set up, a tech left a message I'm on my way. we apologized and we asked if he would permit us to send a service manager out to redo his inspection, he said yes. Mr. ***** shared he needs service done weekdays after 4. We'll get a service manager out there this week.

   

  Regards,

  Beth L*****

  
  

  Customer response

  08/06/2024

  
  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. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Rocket Pest Control to provide my home with services. When I had called them, I told them that I had a problem with cockroaches. I also requested services for fire ants, mosquitos, fleas and ticks. I was quoted a monthly price for maintenance. I was also quoted a price of $200 for the treatment of German cockroaches. They came out (on or about April 24, 2024) and did the initial treatment for cockroaches and mosquitos. About a week or two later, I noticed roaches and I called them. They said I was scheduled for a follow up in the next few days. They did come back for a follow up, sprayed some chemicals and said the activity was minimal. That takes me to my current complaint. I never received an invoice and even told the girl that answered the phone, I never got an invoice. She said she would take care of it. I never was advised of when someone would be coming out to do any follow up treatments or services until June 19th, when a technician texted me saying they would be out that day to treat for mosquitos. At that time, I was in Illinois visiting my 88 year old mother who recently had some health issues. I told them not to come and to reschedule. After I returned, I contacted Rocket Pest Control and said that I still had roaches, I never received an invoice and no one had done anything about the yard (i.e. fire ants, mosquitos, fleas and ticks). I requested the services be cancelled on July 11th for the 2nd time. I told the girl on the phone that I had not received any invoices. At that point, she confirmed that they had to wrong email address. This brings me to the current issue. I did receive a voicemail from "Mr. **********" stating that I owed them $500 for services. I requested an itemized invoice, which was sent to me. On July 11, I sent a certified, return receipt letter to the owner (Mr. **********). The letter was received on July 15th by "Cameron C*****". Today, statement with collections threat from Rocket Pest

  Business response

  08/05/2024

  Hi, our service manager called Mrs. ***** on 7/25 early evening and followed up again on 7/26 pm. Notes: 7/25/24 Mrs. ***** said she never signed a contract, she did however, get the initial German roach treatment and the follow up treatment, the tech did her pc and sprayed for mosquitos. Our manager also informed her we did two mosquito treatments, she said she wasn't home. She replied I never signed a contract; upon our review we did find that she did not have a signed contract in her file. (which is not our protocol)

  She stated The German roach issue hasn’t gotten better; (German Roaches are very difficult to get rid of and often takes several treatments to eradicate the problem) She stated she hired another company that was scheduled to treat her home the next morning and she stated she does not feel she owe us anything. 

  We asked Mrs. ***** to pay $200.00, since we did in fact provide, Pest Control and Mosquito treatments and some German Roach treatments and we would agree write off the balance, she denied and said, if she must pay $200.00, she would give you very bad review since she stated she had to pay another company $250.00 to do another German roach clean out. We don't feel it's proper to state we would receive a "very Bad review" considering services were performed. That said, we stand by our services and want to do the right things, we agreed to write of full $500.00.

  Kind regards,

  
  

  Customer response

  08/05/2024

  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. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a random email from Rocket Pest Control with an invoice for $69 saying that they came and treated my home. I do not know this company and never called them, I don’t know how they got my name, number, or why they were on my property. I work with a company called ecologix for over a decade and do not know who these people are or how they got my information. Can someone please help me with this or should I get a lawyer?

  Business response

  07/22/2024

  Hello, Rocket Pest control connected with **** *** **** and let her know that Rocket acquired Ecologix. We sent out communication previously. We also verified her contact information to ensure she receives all communication moving forward.  She was 100% fine once we explained the situation and that this was a legitimate service. She had also reached out on FB and wrote a Google review. We have replied to all of her inquires.

  Kind Regards

  Beth L*****

  Rocket Pest Control 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  we've been doing business with action pest control and then rocket pest bought them so we've been with rocket for a couple years now they've been doing great job coming in here doing everything we paid our $95 and they didn't show up three times we kept calling they kept saying they would come on out they never came out. They canceled us and won't refund our $95 so we got no service we paid for it and they won't give us our money back.

  Business response

  07/18/2024

  Our Branch Manager, Jason T******* called and spoke to *** *****. He was able to explain to *** ***** why he did not overpay and that there was no money owed by either party.

  On the call with Jason, *** ***** stated that he was very happy to speak with someone who seemed to care about his issues.

  Jason offered to reinstate his service, send our lead tech, and credit his account $95 for the inconvenience.

  *** ***** told Jason, he happy with the resolution and stated that he will contact the BBB and report that the issue has been resolved favorably. 

   

  Regards,

  Beth L*****

  Customer response

  07/19/2024

  [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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This pest control company says they purchased our previous contract from another business. We had a service agreement to service the inside of our property quarterly. Without notification they said they came to our townhouse and serviced the outside. We are not responsible for the outside of our building, the homeowners association does this. We received a bill for $332.50 of which they claim they want payment for. They never called or mailed us anything about taking over contract, which was for the inside of the home. They just claim they serviced outside and we owe them. I have tried to talk with someone there and they say we owe them?

  Business response

  07/22/2024

  We researched the issue and Chad T******* our Branch Manager, for that area spoke with customer, there was a system error within the account showing two different pest control services. One for $266.50 and another for $66.50. We have the account fixed and set up correctly, we will email the customer a new PC agreement stating quarterly interior service only for $66.50. Customer will sign that and from there we will go ahead and get them on the schedule and back on track. 
  
  The customer was happy with this resolution, we are going to start over with a clean slate, so her account is back at $0.00. She owes us nothing. She is happy and gave me an updated email address. Thank You.

  Regards,

  Beth L*****

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issues started since ****** **** changed to Rocket pest control. Horrible customer service and no response.seems like they done really care for their long term customers. Just because my card is on file does not mean that they can keep on charging without informing me. There multiple charges on my card one since January which I’m not getting any help with form their billing department. I had pest control service with them and termite services. I have been paying upfront for the whole year every single year for termite services. I have been with them which since 2017. However after their transition to rocket pest no one cared to call and inform me that my termite services charges are increased which they should have at the very beginning of the year. Rather they just kept charging me every month with out any explanation as to the new system. have been on calls with them almost every 2 days but the only answer I have received so far is that the billing department will call you back which has not happened since February. Secondly to even cancel my account they took a whole month I kept calling them to stop charging me n cancel my account for both the services in march. I have been since then trying to get my money refunded for the charges they have applied on my card without any service and no explanation as to why am I getting charged. January they charged me 95.55 when I had called them to let them know that I had no service in that particular date which I’m still not getting any explanation as to why. February again I have been charged for 99.00 plus I was charged every month 29 dollars as recurring for termite which is ridiculous as I never agreed to any such payments. Now I’m just trying to get my money back and no one calls back only and every time I get is I have put a request and they will call back. I’m genuinely upset with kind of service after being with them for so many years. All I want is my money back.

  Business response

  07/18/2024

  We have reviewed the information provided by *** ******. Our records did show notes, in our system, that somewhat align with the customers concerns; however, there are some discrepancies regarding *** ******** awareness and understanding of the services that were provided, despite a signed agreement,on file, does indeed clearly states our services.

  Our goal is upholding our company's reputation and ensure customer satisfaction while prioritizing a resolution.

   a check request for a refund of $596.95. was completed on 7/17. Please note that it typically takes 4-6 weeks for customers to receive the refund via check. Unfortunately, we are unable to issue refunds via card as it exceeds the 45-day limit. Kenny P******, our manager for that branch, called and spoke to *** ******, she accepted the refund offer and our apologies.
  

  Regards

  Beth L*****

  Rocket Pest Control

   

*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. ↩