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:05/08/2024

  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.

  In October 2023 I called Walkers pest management to come out the sales representative I spoke with said it would be $150 for them to come out the first time and a follow up visit was included so I had them to come out then after the follow up visit they started charging my credit card so I called to ask why they said the computer charged me when it wasn't supposed to is the only response she said & that she would put charge on next visit but they didn't come back out & charged my debit card again then they turn around & say I owe them when I closed my bank account because they have done messed my account & credit up putting that account in the negative & Hallie want to argue back & fourth as like child instead of professional so I don't intend leaving out of courts

  Business Response

  Date: 05/08/2024

  Good afternoon! 

  ***** started service with us in Oct of 2023, and she signed up for a 12 month agreement.  Initially, the customer called us for a one time service, however upon time of service, decided to switch to a recurring agreement. I've gone ahead and attached a copy of the signed 12 month agreement for reference. The initial inspection came with a $150 start up fee and then she was billed $38 a month moving forward. She was charged and paid for the $150 and the first month of service, $38 totaling to be $188. I've attached a copy of her billing statement showing that we only received payment for the initial service and 1 month of the 12 month agreement. After those first 2 payments, ***** did not continue paying on their agreement and went past due. Over the last few months, we have followed up several times regarding payment. Hailey, our assistant office manager, got ahold of ***** earlier this week to try and collect payment for the last 5 months. At this time, ***** stated she would be contacting her attorney and hung up. Since ***** stopped paying her bill in November, no further services were performed after the initial visit and follow up. While we are sorry she's frustrated, the signed contract clearly explains how billing will take place. We have no records of any overcharges as shown on the attached statement. Also, in the text messages she provided, our technician explained that it is "$38 a month after the initial work." There were no extra follow up charges, just the regular monthly billing.  

  Our goal is to always provide clear and helpful service. While we're sorry that she's unsatisfied, our contract and communication clearly explain how the billing will work. Please let us know if there is anything else we can provide. Thank you.

• Initial Complaint

  Date:04/24/2024

  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 paid 300 for service for German roaches. The infestation was my whole house. My first visit went well. The guy told me the charge would be 300 and he would come 2 weeks later after first visit then monthly after that. That I would be charged 38 following. We ended up sick on second visit and my fiance had opened door and he came in when he told me the bug guy was here I told him ask him could he reschedule the visit as we all are sick and I didn't think it was a good idea of him being in home. He had started in kitchen and asked could he finish the kitchen up. So my fiance agreed. I thought when he came back in monthly visit he would cover rest of house. Since that visit I have received two invoices and I called to verify them and they are telling me in the contract it states monthly charges but visits are quarterly which was never stated to me. I did sign contract without reading it's fine print based off I had the sales person for them giving me honest information that it was not trickery to it. Now with a half job done on the 300 they are wanting another 76 dollars B4 doing anymore visits. She stated if in my first phone call that they have recorded if it has them telling me prices with the written contract then I'm stuck basically, so I told her I know for fact my first phone call I was never given any information about prices or often that they came out. So now I would like my agreement cancelled with no additional fees and she didn't seem willing to give any customer service in return but sticking me with cancellation fee

  Business Response

  Date: 04/24/2024

  Good afternoon, 

  
  ******* reached out to us today regarding billing questions and them being billed monthly. We explained that per our agreement, that we bill monthly for quarterly services and coverage in between services.  There seems to have been a misunderstanding of how her initial payment was applied to the account, when we explained that the initial did not negate the need for monthly billing, she expressed some concern. She had signed a 12 month agreement at the time of her initial service on 2/22/2024. When she heard this, she wanted to terminate services and we explained that there would be an early cancellation fee. Afterwards, the conversation was elevated to an office manager. After the phone call ended, the office manager sent an email to ******* letting her know that we would be cancelling out her service and there would not be a cancelation fee or be sent to collections.

  
  While we are sad that the customer feels this way and wants to cancel, we did explain the 12 month agreement and being billed monthly. We have cancelled the service and waived all cancellation fees. Ultimately, we always strive to clearly communicate both in our written and verbal conversations the service coverage and billing. 

  
  Thank you so much and please let us know if you have any other questions. 

  Customer Answer

  Date: 04/25/2024

  [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,
  
  ******* *******