ComplaintsforUrbanex Pest Control

• Initial Complaint

  03/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Urbanex came to my house with my next door neighbor asking me if I wanted to use them as a pest control service for $99 every other month. I said no I am going with my builders pest control company because they were $60 every other month. He then said they can beat the competitor with $50 every other month I said that a deal. He ask me to make a payment and $50 would be took out the bank automatically every other month for services. The card I was looking over my automatic bill payments and realized that the company started charging $139.00 right after. I called to speak with management to get it resolved. The manager said that she would send over the contact I signed. I told her I never signed a contract or read over anything it was all word of mouth from the salesman. I asked her was his job commission based she said yes. I looked at the contract that she sent me through email I told her it look like he forged signature, and my address is wrong as well. I said that explains why I have never seen this pest control company treat my house. I asked to be refund for the services due me being swindled by salesman. She asked me to send over 2 forms of identification. I wasn't comfortable with send 2 so I sent 1. She said if the signature on my is doesn't match the one on the contract she was going to give me a refund for services. I told her nothing match, not my address, not my signature, not the price I agreed to. She then stated she will have to forward this information to her manager. I thought I was talking to a manager at the time but she wasn't even a manager. I gave up and decided to fight this on my own. This place is very unprofessional, and there stealing peoples money. Look at my ID the address is wrong

  

  Business response

  06/22/2022

  Business Response /* (1000, 14, 2022/06/15) */ ***Document Attached*** Hi *******, I apologize for the frustration you experienced working with our team. I have investigated your account and found that while the agreement displayed an incorrect address originally our service technician updated us with the actual address when we returned to do your free reservice on 9/15/21. I do see that the signature on your ID does not match the agreement and for that reason we will not be holding you to the terms of that document, specifically the cancellation. As of now, your account is not active and no cancellation fee has been charged. We will not be issuing a refund for the services performed. Again, we apologize for the frustration and confusion.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Urbanex pest control for prepayment of contacted post control services for a lump sum amount of $387 on/around June 2021. The company erroneously billed me for these services three times in the amount of $129. Only two refunds have been received. Contact for the refund of the third erroneous charge had been made about 6 times since October. The staff and management have acknowledged a refund is due but have not processed a refund to the payment or mailed a check as previously discussed. I would like the refund to be made as previously discussed. Files attached for reference.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/12) */ ******* Thank your for your patience with the situation and please let me offer my apologies for this error. We want our clients to be completely satisfied with their experience with Urbanex. We have issued a check to reflect the refund requested and had this overnighted to the address we have on file. If for any reason you do not receive this refund please contact us. Warmest regards ****** ******* Vice President of Operations Urbanex Pest Control XXX-XXX-XXXX

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue after the first treatment. Prior to treatment, I did not have ants. After treatment there were ants in my kitchen and the mosquito treatment did not work. I called to advise them and they offered a re treat at no charge. Second treatment, no change so I called to cancel the service. They asked me for one more try. They were going to re treat, at no expense, again. Still no change, ants in kitchen, mosquitos were terrible. I called to cancel again and asked for a total refund as I received no service. I also told them that I believe that I was overcharged. Between *** 26, 2021 and July 22, 2021, I was charged $549! They made no attempt to correct the overcharge and are now billing me $250 for the cancellation. I wrote them a letter explaining these facts and told them that I have paid enough for terrible service and will not pay the additional $250. They call me several times a day. I paid them $549 to give me ants and now they want more money! Terrible service, extremely expensive for nothing. I am requesting a full refund again. The service promised was not delivered.

  

  Business response

  01/18/2022

  Business Response /* (1000, 10, 2022/01/12) */ Ms ****** Thank you for being patient with us as we work the the details on your account. I have taken all past due balances off your account leaving you now with a $0 balance. I would like to encourage you to consider letting us service your home again as we have overhauled out system and truly believe we will deliver the best service in the industry. If you have any questions please feel free to reach out. Warmest regards ****** ******* Vice President - Operations ********@urbanexpro.com

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 3rd 2021 Nathan came to my house and offered me the pest control service, I have text messages from him stating all that will be done. He said it is a year contract and he mentioned a 100% money back guarantee. They came and treated when no one was home they never treated garage or inside and I still had ants and webs. They went missing after the 4th when I told them the job was never completed and replied on the 20th after a second message from me. They are charging me for 2 treatments that they never completed and have sent me a letter stating my account has been sent to a third party for resolution. I tried to resolve with with them and Andrea rudely told me the charges are valid and theres nothing she can for me. They are very dishonest, unprofessional and not to mention they do bad work. I never saw a decrease in ants, flies mosquitoes or anything they guaranteed would be gone. I have pictures and videos to prove it along with messages from Nathan.

  

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/21) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. I am sorry we fell short of that goal. We apologize for not getting the treatment completed at your inital treatment, but we offered to come out at no extra charge to complete the service to your satisfaction and you declined that offer. At Urbanex we value integrity as our main core value and have applied an credit of $112.00 towards the balance on the account, which is half of the amount owed due to you only receiving half of your treatments. Which we feel is more than reasonable. It is true that we offer a money-back guarantee and as outlined in the agreement this is for those cases in which we are unable to solve a recurring bug issue and have failed to provide an effective service. It reads, "If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund the full cost of your previous service and provide a third free treatment." Having only received two regularly scheduled treatments, your account does not qualify for the money back guarantee.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  August 20th a salesman named Michael came to my door offering pesticide and mosquito spray. Very convincingly he told us that his product will last from 35 to 45 days guarantee. He also offered a deal of $100 for our first spray and the mosquito spray would be free. They sprayed for flies, spiders, wasp, yellow jackets and mosquitos. About two days later we were eaten up by mosquitos, and a couple weeks later we noticed spiders again because of the spider webs, I had to spray my own hornet and wasp spray because I found a wasp nest and had to knock it down. After all that we were not satisfied with the service, so we were going to decline the next service since the issue was not handled. In the end we were charged a $250 cancellation fee, because we were under a contract. I never received a contract for my own records, which I still don't have in my possession. Michael never mentioned anything about a contract otherwise we would have declined the offer.

  

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/21) */ Per the notations in the customer account, the customer stated that they were unaware of the agreement. The customers electronic record reflects where both agreement emails were opened by the customer after signing the agreement. The charges are valid based on the agreement details. The account shows that account care manager did send additional copies of both agreements to the customer on 9/15/21. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept. The services were performed on August 21st, and the only reason I got a copy of the contract is because it was forwarded to me on September 15 almost a month later. When urbanex called to schedule another service that's when I informed them I was not happy with the service and no longer needed them. That's when I was informed that I had signed a contract, and I told the representative from urbanex to forward it to me. Therefore, records would show that I received the contract on September 15 and yes that's when it was opened so I could read through it. Business Response /* (4000, 11, 2021/10/14) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. I am sorry we fell short of that goal. In addition, we value integrity and constantly train our sales representatives to be honest and upfront about our services. After investigating your account I have issued a partial refund of $125.00 towards the cancellation fees charged. The charges are detailed on the agreements sent to you at the time of signed up as well as the other times mentioned previously. It is true that we offer a money-back guarantee and as outlined in the agreement this is for those cases in which we are unable to solve a recurring bug issue and have failed to provide an effective service. It reads, "If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund the full cost of your previous service and provide a third free treatment." Having only received one service your account does not qualify for the money back guarantee.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Salesman came to my door and was very aggressive when I told him that I DID NOT want to sign a year contract. He said no problem I can waive the year contract and you will just pay for 2 months of service. The first month was $100 and they preformed the service that day in April, 2021. The second month was $49. In June they tried to take $49 out if my bank account and I called and explained that I only agreed for 2 months service, and they told me that it would be$150 to cancel the contract! The contact that I NEVER agreed to, and to top it off there were still ants on my front porch! I keep telling them that I don't owe this money but I guess the salesman forged my name to get commission on the sale. It was so dishonest and munipulative, and now I have a bill of $223 for service that I didn't receive or even ask for!

  

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/21) */ The customer refused to speak with anyone on the phone regarding the situation and the account was closed per policy after 3 attempts to contact the customer. The cancellation fee was then invoiced. The customer would only respond to SMS messages regarding the balance. She was also informed via SMS she had to call in to cancel services and never called back in to speak with me. Per the service agreements, the charges are valid. Consumer Response /* (3000, 7, 2021/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because I DID speak with a woman in June when yall tried to take $49 out of my bank account and it didnt go through bc I was under the impression that I was only getting 2 months of service like the salesman said. When I spoke to the woman that's when I found out that I got ripped off by that salesman and he had no intention of "waiving the contract " to give me just 2 months of service. I paid for what I agreed to. I told the woman on the phone my situation and she told me she was canceling everything. Little did I know that I would get a bill for $223. $49 for the month of June that I DIDN'T RECEIVE,and a $150 cancellation fee. After I spoke to the lady and she told me how I got ripped off, your right I didn't want to answer the phone when yall were hounding me about a bill that I didn't owe! Why would I pay for something that I didn't receive?? Business Response /* (4000, 10, 2021/10/07) */ I apologize for the frustration you have had with Urbanex and our billing department. This is not our goal. I apologize for any miscommunication there may have been with our sales representative. I have decided to waive all pending charges including, the cancellation fee, associated late fees, and the previous balance for a total adjustment of $223.00. The balance on the account is now $00.00 and is fully closed. Again, we apologize for any misunderstanding and appreciate your patience as we resolved this matter.

*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. ↩