Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me a bill requesting to provide Annual Termite control in December. I never contacted them to provide the service as I cancelled the service the pervious year. They have become more aggressive from we want to continue your service to we are sending your account to collections since 90+ days of non-payment. I have contacted them by phone and email to cancel. I have received an email and voice mail from them acknowledging they never provided the service are aware I cancelled the service. Please have them remove me from their phone list and mail list.

  Business Response

  Date: 03/21/2025

  Upon review of *** ************* complaint the branch manager, Mr. Center saw in the account notes a large number of auto dialed messages for an outstanding balance. Summerfield stated he canceled the service due to the many phone messages and emails about past due invoice and being sent to collections and expressed they did not want any follow-up contact from the company and just wanted the service stopped. Per Mr. Center the account is cancelled our CRM system does now show it is canceled and he will no longer receive any further communications via phone or email

   

  Thank you for the opportunity to research and reply to this complaint. We are sorry for any inconvenience. 

   

   

  Customer Answer

  Date: 03/24/2025

  [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

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled my 2 accounts with Rocket Pest Control 2 times over the last 2 months via calls. Today we received a text msg that they were on their way out to treat one of our 2 homes today. I have tried numerous times to contact the local office to stop this. Each time the call is routed to the call center. I will NOT pay for another month's service I do not want.

  Customer Answer

  Date: 02/24/2025

  I received a call from the Local Branch Manager James C***** today. Apparently he was responding to the BBB email and not the message that I had the RPC service center send to him earlier today.

  
  

  He has assured me that both accounts are closed, will not be serviced and there is no balance due.

  
  

  ***** ** ******* *** ************

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My builder built my home and used Rocket pest control to put termite traps in. Rocket pest control sent me a bill to have the annual pest control. I called them and told them I’m selling the home and I do not want the service around 10/2024. They said ok, they will remove the traps and I will have no bill anymore but I continue to get the same bill and now they’re threatening me with collections. I have called 5-7 times because I keep getting the same bill over and over again. I don’t know what else to do.

  Business Response

  Date: 01/24/2025

  Hello, Upon receipt of of this complaint submitted by *** ****** I reviewed the information in our records. It does show on 1/9 Rocket contacted *** ***** about his Termite renewal  that he had it with his builder through Rocket. During that recorded call *** ***** disputed a Termite renewal bill for the property since he no longer owned it or was about to sell it. he also stated he never set up the service and as we know, it was arranged by the builder.

  Also during that call he stated he has called in multiple times about this issue and expressed his frustration about continuing to receive invoices despite his Cancelation request. On 1/18 customer called back in to state he is still receiving invoices and calls about this renewal. He expressed he does not want to received any further communication from Rocket. On 1/21 Our service tech physically pulled the Sentricon service stations from the property. Today our Branch Manager Mr. Center called and spoke to *** ***** and the customer  all good.

   

  We are sincerely sorry the unwanted contact and invoices continued to be sent to *** ***** after he expresses he did not want the service due to selling the home. We are confident his concerns have been addressed, he will not receive any more invoices nor will he be called about this service. Thank you for the opportunity to allow us to reply and follow up on this issue.

   

  Regards,

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email saying I owe $150 for pest renewal I called the company and told them one came to check my home the person put me on hold 3times and couldn’t tell me why no one knocked on my door or no phone call name of person said they had been to my home. The person said he was going to remove the charge a contact me in April. They purchased my regular company in Nov and never notified me. I would like to have a written notice of the $150 removed and cancel my account the renewal should have been Jan 30 not April. This in my opinion is fraud. They are trying to receive money under false pretense.

  Business Response

  Date: 01/15/2025

  Upon researching the information shared in this complaint, below is the information I was able to gather.
  

  On January 9, 2025 at 1:08 PM, *********** called into Rocket’s customer service. She was inquiring about a missed termite inspection and wanted to know the previous company name before it became Rocket. The caller was hesitant to provide personal information (address of the service location) and expressed frustration about not being notified about the service appointment. The CSR was able to confirm *** ******** account was previously serviced by Otho’s. On the call recording *** ******** stated no one told her of the change from Otho’s to Rocket.
  As part of Rocket Pest Control’s communication process, when acquiring other companies and before changing the name to Rocket, we have extensive communications process in place to notify the customers, of those companies, about the changes
  

  On January 9th, 2025, at 1:13 PM. *** ******** called back into our customer service dept. Her call was answered by a different CSR. On the recording she stated she wanted to find out if we acquired Otho's and again expressed frustration about not being notified about the change. She stated that nobody left a bill nor were they there, because she was there on Saturday and no cinderblocks had been moved. Our CSR verified in our system an invoice was generated on 01/04/2025.
  The invoice was for the renewal of her Termite service. We were billing her a couple of months before the cycle so we can ensure her next inspection is completed on time.  Which is typical in the industry and clearly not fraud. Termite control is extremely important and must be monitored annually to make sure there is no termite activity that can cause damage to the structure.
  
  She was refusing to pay for service that she did not receive, and she stated she is always provided with a bill, when service is done. *** ******** is correct, she was placed on hold 3 times as the CSR was checking to see if he could grant her credit. Prior to placing her on hold each time he asked *** ********’s permission to place her on hold again. After the third time holding, he received confirmation and was instructed, by management, to provide credit for $150.00 and her balance went to $0.00. The CSR was able to tell ** ******** this information while they were on the phone.  Rocket was not trying to receive money under false pretense. In the pest control industry Termite service renewals are typically sent months to the next inspection.
  
  We appreciate the opportunity to reply to this inquiry.
  
  Regards,

• Initial Complaint

  Date:12/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled Petri pest control service- via written email and call in July 2024 after they missed several residential spray appointments. Also did not follow my instructions as they promised. The original family owned company has been bought out by large corporation Rockit Pest, which continues to bill and text me starting in October and December 2024. Note; I have had no service since July 2024.

  Business Response

  Date: 12/27/2024

  Hello, upon receiving this complaint from **** ******, the information was  shared with our management team. Brian, the Branch Manager for Petri, reviewed the account information in our CRM system. Ms. ******** account showed she had a balance of $44 from 7/15 and another $44 from 8/15. Technically, she owed for the the July, payment, but Brian credited both charges off. He did call *** ****** and left her a message apologizing for our error on the cancelation and letting her  know the account was now inactive with no balance owed. 

   

  We appreciate the opportunity to address this matter.

  Rocket Pest Control

  
  

  Customer Answer

  Date: 12/27/2024

  [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

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my home in 2014 I was advised my home had a termite bond through a company called Hired Killers of Greenville SC. Since then the contract was sold by Hired Killers to Spencer Pest Control also of Greenville SC. Spencer Pest Control then sold the contract to Rocket Pest Control headquartered in Tampa, FL. This past fall I received my annual termite bond renewal bill. My wife and I decided we no longer wished to maintain the bond and so I notified Rocket Pest Control of same. Since that time I have received several invoices claiming I am past due. I have also sent several text messages back to Rocket Pest Control advising them I am not interested in renewing. The invoices continue to come and I continue to receive voice mails and text messages from Rocket Pest control this after I even advised them their repeated unwanted contacts are harassing in nature. I have advised them to cease and desist from contacting me and sending me invoices. I threatened to file a complaint with the BBB as well as the SC attorney generals office but the contacts continue. I am asking them to stop contacting me as I am not interested in continuing this termiite bond.

  Business Response

  Date: 01/10/2025

  As with many companies, Rocket does have marketing strategies in place to solicit new customers or may reach out to previous customers that may have canceled service, in hopes of trying to gain back their business. I have checked our CRM system and searched fo* *** ********* information,  his name nor contact information does not show up anywhere. I have taken and provided a doc that shows screenshots of our system that shows his name no longer appears ;therefore he should no longer receive any communication from us. I am sorry for any inconvenience this my have cause *** ******* We know people's time I valuable. 

   

  Thank you.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 30th,I spoke with brach manger James C***** and stated I want to discontinue termite service. I was told he'd send someone out to remove termite stations. That was a lie and the company is still trying trying to charge me for cancelled service. Still texting, calling, and emailing me to pay for cancelled service.

  Business Response

  Date: 12/04/2024

  **** ****** did contact Rocket pest on Sept 30th. I believe it was via Facebook. Our Manager Mr. C***** did try to call her back on Sept 30th. However, the voice mail on her phone number was full. Mr. C***** text the customer as well. Mr. C***** never actually spoke to **** ****** but stated in a note on the account, in our CMS system the service was canceled, and the account balance was Zero

  On 11/18 **** ****** called in again to follow up to on the cancelation of service. the Bill dept pass the information over to Mr. C***** called **** ****** again and the mailbox was full but the text saying the account was canceled and invoice ******* was void and 0 balance on the account. I have attached document that shows this information in our files.

   

  Thanks for allowing to review and respond to this issue.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 months ago rocket pest sprayed our lawn and it was immediately scorched/dead. I called customer service the same day and provided pictures. I spoke with Taylor E***. She connected me with Kyle, a manager. He explained that this was a known issue with bad chemicals, affecting multiple customers. He assured me that our dead lawn (which was in pristine condition prior to the spray) would be replaced. He wanted to give it some time to see what would grow back. 3 months later I have nice techs who come out but they aren’t able to correct the mistake. I told Kyle that as long as we fix/replace my grass I’m ok with moving forward. He stated that he needed to do it during raining season since this will obviously impact my water bill as well. We are heading into dry season, my grass is dead and I can’t get anyone at Rocket Pest to rectify their mistake. I’m hoping this saves others from my head ache. I guess it’s time to replace my yard myself and fire rocket pest. I have photos but they are too large to attach.

  Business Response

  Date: 11/22/2024

  *** ******* Lawn tech and Manager are aware of the issue with the lawn. They followed up on the account on October 29th and again on November 6th. In addition, Scott K****, the Branch Manager, has also spoken to *** ***** on several occasions about how the lawn is being treated, to make it healthy. A credit, in the form of a check, for $368 for her lawn service has been issued.  We will continue to keep open communication with *** ***** to resolve this issue.
  
  Thank you, Rocket Pest Control.
  

• Initial Complaint

  Date:10/30/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a termite protection plan contract in 2020 with Hired Killers Pest Control for 10 years for $150.00/year. They sold the company to Rocket Pest Control in 2022. The 1st inspection Rocket Pest did in 2023, I paid $150 as stated in the contract. Now they are charging me $180. I complained about it but they said price increased due to rising costs. It is a binding contract so they can’t just change the terms of the contract. Attached are copies of the contract, the 2023 invoice for the service and correspondence about the 2024 invoice.

  Business Response

  Date: 11/05/2024

  Hello, upon receiving this complaint, the information was sent to the Branch Managers for this account. *** ****** called and left a message for **** ******. **** ****** called *** ****** back. They went over her contract with her and informed her that after Fifth year Rocket reserves the right to perform a booster treatment to extend protection plan. The price will increase at that time.  *** ****** recommended to change over to the bait system. We have changed the price back to $150.00 and we can revisit **** ******** account after the Fifth year.  

   

  Thank you.

   

   

   

  Customer Answer

  Date: 11/06/2024

  [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

  Date:10/16/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company would come and do half the property (I have it all on video). They have ruined our lawn in one property, they haven't gotten rid of the weeds and, even though we pay for the mosquito service, our yard is full of them. We are paying for service that haven't been provided. We want our money back.

  Business Response

  Date: 10/22/2024

   In response to the complaint filed by **** ********* regarding the services provided for her properties. We take all customer concerns seriously and appreciate the opportunity to clarify our actions and the circumstances surrounding this matter.
  On August 22, 2024, we received a complaint regarding lawn damage at **** *********** property in Alpharetta (*******), Georgia. In accordance with our service protocol, we responded promptly with a follow-up treatment and conducted a quality assurance check by sending a manager to assess the situation.
  In a previous interaction on October 26, 2023, **** ********* expressed dissatisfaction that her backyard had not been serviced and alleged that our technicians were "just lazy." However, our records indicate that on two occasions (February 8 and February 23, 2023), a dog was present in the backyard, preventing our technician from completing the service. The technician made documented attempts to reach **** ********* via call and text on February 8 to gain access, due to the dog being in the backyard (photos are attached to the account).
  During our August 22, 2024, interaction in Alpharetta (*******), our Manager, Cory D******, documented concerns related to the lawn, including evidence of potential damage from dog urine, which is visible in the photos associated with the account.
  **** ********* has contended that when she calls our call center, she complains about both houses—Cumming (*******) and Alpharetta (*******). However, records show no issues with our mosquito service on either property until her most recent BBB complaint. I informed **** ********* about our call-back service for mosquito treatments, which she was not aware we offered. Because she was not aware of this service, I do not believe she had previously expressed concerns about mosquito issues. Our call center would have offered her the call-back service to address any mosquito problems.
  Regarding her property in Cumming (********, there have been no previous complaints since June 23, 2024, and we successfully resolved previous weed issues.
  From our Lawn Manager's perspective, the lawn issues may stem from insufficient watering in sunny areas or concentrated pet urine. ****** grass is also susceptible to fungal problems, which may have contributed to the lawn's condition. In response, Cory arranged a fungicide treatment for the affected areas and recommended a consistent watering schedule to promote recovery.
  After these interventions, Cory did not receive further complaints until the recent one. When I asked how we might resolve her current dissatisfaction, **** ********* requested a refund for six months of both mosquito and lawn services for both properties. While I believe we have fulfilled our service obligations, I am willing to offer a refund for the last 60 days of service (September and October 2024) for one property (#Alpharetta (*******) as a compromise.
  We remain committed to providing quality service and ensuring customer satisfaction. I hope this response clarifies our position and the steps we have taken regarding **** *********’s concerns.
  Thank you.

  Customer Answer

  Date: 10/22/2024

  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.]

   

  I have not recieved text messages regarding dogs being present when the technician arrived,  as was stated.  

  moreover, as I explained to you on the phone multiple times, the entire area gets the same amount of sun and water, therfore you cannot blame the sun or watering on the damage. 

  you also said that the lawn care was a "partnership" between us. It is not. I am paying you for a service.  

  have video footage of the technician arriving at the Cumming location and just spraying the front lawn while there are no dogs in the back yard.

  Why did he not msg or call if there was an issue? You said he was new, but, as I expressed during the phone call, that is not my problem that your staff isn't trained properly. 

  I have yet to receive a written confirmation that the service at both properties has been canceled. 

  You also didn't mention my request that you pay for replanting new grass where your company ruined it. 

  I want a six month refund on both properties. 

  egards,
  
  ****** *********

  Business Response

  Date: 12/09/2024

  Hello, our new Branch Manager, Mr. B****, was provided with all the information about the initial BBB, complaint ID ********* including all correspondence to date, related to said complaint.
  On Friday, December 6th, Mr. B**** called and personally spoke to **** ********** They discussed the issues and despite several factors that contributed to issues with the lawn, Mr. B***r agreed to request the refund they spoke about. Note: The refund may t*** up to 10-12 days to receive.
  In addition, an attached screenshot shows that all services, EXCEPT the termite protection, were canceled on 10/30.  Termite inspections are performed on an annual basis, and it was completed on April 3, 2024. The next renewal for this Termite account will be June 7th, 2025.
  
  Regards, Rocket Pest Control.

  Customer Answer

  Date: 12/14/2024

  [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. 

  I am waiting to receive the 5 month refund on the Cumming property and the 6 month refund on the Alpharetta property,  as discussed. 
  
  Regards,
  
  ****** *********