ComplaintsforUrbanex Pest Control

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Urbanex a one time fee for $100 to get rid of ants in my yard. Less than a month later they said they were going to come out again to sprinkle ant killer. I told them no I just paid for a one time service. They said I signed up for 12 months. I told them no I did not and have witnesses that were there that day that could testify to that. I signed for them to the service that one day and they used my card signature on their phone to add it to a 12 month contract. They said to cancel it, they would charge me $200 when I didn’t sign up for any monthly agreement. This is a predatory fraudulent company that should not be doing business. They steal peoples card information and charge me them later without their permission. They owe me $200.

  

  Business response

  05/04/2023

  Thank you for bringing this matter to our attention. We take all customer complaints seriously and want to ensure that we address your concerns promptly and appropriately.
  Based on your feedback, it appears that there may have been a misunderstanding regarding the terms of the service agreement. We apologize for any confusion or inconvenience this may have caused. Please note that we do email a copy of the service agreement upon signing up to ensure that our customers are aware of the terms and conditions. The service agreement contains detailed information regarding the duration of service, pricing, and cancellation terms. “You, the customer, may cancel this transaction without penalty any time PRIOR to midnight of the third business day after the date of this transaction by speaking with an account manager. If for any reason, at any time, the contract is cancelled before its completion and the initial service has been performed, the customer agrees to pay the full initial service charge (including any initial service discounts originally provided as part of the contract) or $150 early termination fee, whichever is greater.” 
  While we cannot offer a refund for the service provided or the cancellation fee as you did sign the agreement, we want to ensure that we find a solution. If you are interested in continuing services, we can apply the $200 cancellation fee towards future services.

  

  Business response

  05/09/2023

  Thank you for your response.
  
  As mentioned in our previous response, the contract states "the customer agrees to pay the full initial service charge (including any initial service discounts originally provided as part of the contract) or $150 early termination fee, whichever is greater." Your first service was $100 after a $200 discount. Because the discount was $200, the cancel fee was also $200. 
  
  Our computer system does not allow us to apply a signature to a contract from another source. For a contract to have signature, the customer must physically sign the contract.  We apologize if there was a miscommunication, however, the contractual agreement still stands and we are unable to remove or refund the cancellation fee.

  Customer response

  05/17/2023

  I understand, Wendy. Thank you for your help. Ya’ll do a great job at the Better Business Bureau. Before doing business with other companies, I will be sure to consult their rating on your site before doing business with another again. Matt ****** from that company contacted me, accused me of lying when he was not here when there were witnesses here that i agreed to a one time service, not a monthly service. I was told to sign on the reps phone for my credit card payment and not made privy to any sort of contract before signing nor did I see it on the phone.They argue with their customers and did not try to make it right. Honestly, I don’t see how they’re in business and they shouldn’t be. I would’ve used them again if they hadn’t done to this me. I’ve never dealt with a company in my life that argued with their customers like this. It is a bait and switch company. I will pursue other avenues. Thanks again for your help.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an Urbanex rep come to my home and literally wouldn't leave until I signed up for services. They came out in July for initial services. Starting in late August, we started seeing spiders. I sprayed myself because our children had been exposed to COVID and didn't want a tech out. In September, the spiders we everywhere along with field mice in our garage. Called Urbanex to cancel since I needed to hire someone else to come out and take care of the infestation. I was talked into a reservice. Day of reservice, I get an email and text saying "you don't need to be home". I work from home and was on a conference call so I didn't answer the door. The tech knocked on my door then LEFT!! This is all on our security surveillance system. I called today to cancel services yet again and was told I had to pay a $150 cancellation fee because Urbanex broke their end of the deal!! Absolutely insane. I will never recommend this company.

  

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/08) */ After further investigation into this matter, I have been in contact with the customer and we have made a resolution that met her standards of satisfaction. I apologize for any frustrations due to this situation. After speaking with Ms. ******* and getting the full context of the situation, I made the decision to waive any cancellation fees and refunded the charge for the cancellation fee back to her method of payment. We here at Urbanex strive to deliver excellent customer service as integrity is at the heart of our core values. Consumer Response /* (2000, 7, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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