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:12/26/2024

  Type:Product 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.

  We originally had work done which proved defective. To correct it ways going to cost over $5000 we made a $1000 cash deposit. Decided against having them do work again. ****** (sales representative) assured refund and so did office. Deposit made on October 25, 2024. Have left five messages, no return call and no check. Also called ****** twice and talked to him and he said he would handle. Just want refund of deposit.

  

  Business Response

  Date: 12/26/2024

  I apologize for the delay- I will send in this request and make sure this is handled as soon as possible! Again I apologise for the delay. 

• Initial Complaint

  Date:08/02/2024

  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.

  I hired critter control due to a fly problem in my bathroom. They came out evaluated the property determined there was a hole dug under the bathroom, potentially a dead animal attracting the flies to the bathroom, also determined some animals appear to be trying to get in the attic. They sold me a package that treated the attic, potential entry points and pest control. They filled in the hole and completed the work. However I still have a fly problem, they have been here almost every week for a month and not resolved my problem. We have not used this area of the house due to the amount of flies and they are moving into my kids rooms. So we are down to using only a portion of my house blocking these rooms off, this has been over a month. The pictures attached are from different days these are changed out 2-5 times a day depending on the amount that comes in. I asked Monday this week to escalate to a manager and discuss, I have not heard anything. I am seeking either a FULL refund so we can get this fixed elsewhere or for them to finish the job.

  

  Business Response

  Date: 08/08/2024

  ***************, 

  Unfortunately every situation is different- While we have complete the aesthetic portion of the work the process can take time to work. You do have a warranty for 3 years as part of the contract you signed with us and we will continue to pursue a solution to the problem with you! I'm sorry to read that you're still dealing with the fly problem, Please give our office a call and we'd be happy to send a warranty team out to readdress!  

   

  Customer Answer

  Date: 08/08/2024

  Complaint: 22080055
  
  I am rejecting this response because:

  I am aware of the contract that I have signed. If you review my file, you can see Critter Control warranty has been at my house 3 times. This last time the gentleman at my house (Monday) said this is not a warranty problem, but a pest problem so he notified the office and we scheduled pest for this Friday. Warranty did nothing at my property at their last visit. 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/15/2024

  Unfortunately every issue is different, and while products do solve issues over time, sometimes the process is longer than expected. Our office is dedicated to continue to work with you to solve these issues as part of the warranty for the original services you purchased. Meaning there is no added Cost for you. I appreciate the frustration you're feeling as you're going through this process, however I can assure you that we aren't going anywhere, and we will continue to work to resolve this! 

• Initial Complaint

  Date:05/23/2024

  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.

  Called this company to investigate and resolve noise in the attic issue. Sales rep told us we had rat infestation that need to be resolved immediately or rats would multiply and destroy our home ie chewing wire rat f**** and urine, destroy insulation etc. Company took pics most of which could not be demonstrated in person When I had the opportunity to crawl around the attic with more than one of there techs on more than one occasion ,,, Long and short no rats or evidence of rats. On the last visit we did find 3 small mouse tirds in the far corner of the attic which the tech told me were proof I had rats. I am 68 years old and never lived in a house that did not have mice I am pretty sure I know what a mouse tirds looks like. He did admit after I told him I knew he was lieing that yes they were most likely from mice. I just paid 3200 bucks to get rid of a couple mice and I still have them. We got the manager on the phone and he told me a mouse is rodent just like a rat and they did there job. Asked him what the plan was going forward based on the three year warranty and he told me number one we are going to leave the " one-way trap and the traditional rat traps in place and continue the effort. Sounds great however the expert who he had there just got done telling me he was taking the trap because it was doing no good. I have no doubt that according to the letter of the contract they covered themselves. My contention is that the implied contract was I had a rat infestation and they would solve my problem. In The end there was no rats and whatever problem I had I still have and no plan to resolve. Lastly The manager said he was voiding my warranty because I have a nasty mouth and I yelled at him. Not sure you can void a contract because a customer is upset. They did perform some work even thou it was not needed and based on a lie I am will to agree on some partial payment.

  

  Business Response

  Date: 05/24/2024

  ******************, 
  We have sent warranty and the service manager out to your home, we have walked through the entirety of the job, including photos prior to work being completed and confirming the amount of work that was performed at your property. Racist comments, threatening my crew, yelling, and cursing at our staff is no proper behavior. Our staff has treated you and your home in a professional manner, however I will not subject my staff to that type of behavior. 

  You had an animal infestation in your attic, from the photo evidence it's very easy to see evidence of rats and mice. Our service does not just target one single wild animal- all are included in our treatments as per the contract you agreed to when we started the work. 

  Your actions with our crew, the language you used and the racist comments made about some of our staff will not be tolerated, and while I tried to explain this during our call you became irate once again and acted out of control, at that time I told my staff to leave your home. Filling a complaint about our service with the BBB unfortunately will not rectify your actions with my staff (Mind you this happened on multiple occasions). I can only pray the BBB understands the position you have put me in as a ******* to my staff. The actions of our company have been to bend over backwards to try and explain/walk you through every step of the job. We are a ********* based company and are not here to sell something that a customer does not need. 

   

   

  Customer Answer

  Date: 05/24/2024

  Complaint: 21748204
  
  I am rejecting this response because: I expected a reponse that was based on lies because that is consistent with you business model. This is evidenced not only by me but numerous others based on your customer feedback easily accessed on-line. You have a 1.5 rating based on 143 customer comments. I cannot even find a lower rated company in your category. You steal from people for a living. Many of the numerous negative comments described almost exactly what you did to me This is no mistake. This is not an isolated incendent  and an unreasonable customer and you know it. You instill fear in people many of them older and single women and Im not supposed to call you out on it.  Yes I get upset about that. I never abused your staff or made a racial comment. Thats A lie. I did call you a liar and an express myself with numerous explatives all of which you deserve. What I did do was call you out on your deception and lies and you became upset about that.  Net is you sold me on a rat infestation in my attic came and did about 500.00  of work. There was no infestation and I am out 3200 bucks. When you played the ********************** card All the while you are using deceptive business practices I will not sit idle for that. I know you got me on this shame on me  In the end you will be out of business and have nothing so I will be vindicated in the end 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/24/2024

  We have not lied to you *****, unfortunately multiple employees have tried to relay this message to you but again because of the continued behavior I believe we are at in impasse. 

  Customer Answer

  Date: 05/24/2024

  Complaint: 21748204
  
  I am rejecting this response because:
  
  Regards, You utilize deceptive and unethical business practices. You take advantage of people instill fear many times to the elderly and female customers. You know it and so do I and many of your past customers. This time you ran up against someone who has construction knowledge and the willingness to stand up to you. Yes you win from the standpoint of taking my money and not delivering on your promise. Yes you do appear to have it covered in the way you have written your contract and your phoney warranty. Yes you did send your folks out here a couple times each one telling a different story than the last. A warranty is only as good as the people backing it up. If they are dishonest and only out to get your money any way possible its worthless. You should not play the Christian ***** because you are far from it. Karma will take care of you !!!!!    
  
  *************************

  

  Business Response

  Date: 06/07/2024

  This is simply untrue. We offered you options, you chose the plan you wanted to move forward with, and agreed to a contract with us. Im sorry you feel this way- weve had workers at your property on multiple occasions after the work was completed to walk you through the work. We have completed our portion of work, and have been paid per the contract in hand. 
  

  furthermore the actions of the home owner while our crews were on site, have complicated this situation. As explained to ******************, we are willing to work with you in a professional manner, our crews are not to be belittled, cursed at, spoken down to, or have racism comments made towards them. Until I personally receive a statement from the property owner, stating his actions, apologizing for his behavior, we are at an impasse. 

  Customer Answer

  Date: 06/07/2024

  Complaint: 21748204
  
  I am rejecting this response because: Critter control uses deceptive practices to convince people they need work on their homes. Overcharges for work customers don't need. They claim to be experts in pest control and can't tell if a house is or more accurately is not infested with rats and then insult me by trying to convince me three mouse tirds were proof I had "small"rats. Pure evil lies to take advantage of people. ***** bucks based on their lies and deception. Then they play the race card in their response. they play the Hispanic angle  , sorry **** my wife is Hispanic my children are Hispanic and I made no racist comment . Why don't you run an honest business you would make more money and not be a piece of trash. By the way I located the noise I had in the attic that you tried to convince me was a rat infestation it was a lizard cost me exactly zero to get rid of it .. Oh plus the 3200 you got  me for   
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/21/2024

  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.

  Summary: We are customers of *********************** Limited Lifetime Guarantee, which states that it will keep rats out of our home, and repair any damage they have caused if they re-enter the home. We have had rats re-enter our home and cause significant damage to pipes in our attic, which caused a leak in our water heater line and brought mold. Critter Controls response has been, We dont cover *that* damage caused by rats, and we have had to pay out of pocket for mitigation and repairs due to the timeliness of the matter. Critter Control did agree to reimburse us for our expenses, but has ghosted us since the submittal of our receipts. We've been trying to contact them about the issue for months. At this point we are seeking either a refund of our out-of-pocket expenses with their continued warranty/services OR, preferably, termination of our contract with them and a full refund of the services we paid for, since rats are still entering our home.Source: *************************************************************************************************************************** detailed document of occurrences, receipts, additional warranty information, the email thread, and photographs of the damage will be submitted alongside this write-up. Thank you, BBB, for taking the time to read about this issue and give your attention to it. As a customer working with a larger **********************, we have felt completely powerless and hopeless during this process, especially since they have hardly communicated with us. We feel the BBB will help give us a voice in this matter.

  

  Business Response

  Date: 04/02/2024

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

  Our Warranty explicitly covers animal damage on the outside of the home/ reentry of the animals. Unfortunately the animals were present prior to our arrival at your home or prior to any work performed on your home. While We do extensive work to remediate the issue, this process does take time to fully resolve. Part of our contract states " Animal Intrusion Prevention Systems D.B.A. Critter Control is not responsible for damages that may occur to electrical 
  wiring, cables, piping, water damage, duct work or drywall/ceiling that do not have proper flooring while in attics/crawl 
  spaces. We will make repairs for additional charges."

  I am truly sorry you are having these issues with your home, and I can assure you we will continue to work with you to seal the home and cover any areas of exclusion or repair as per the contract at your property. 

   

   

   

  Customer Answer

  Date: 04/05/2024

  Complaint: 21465334
  
  Im afraid I'll have to reject your response for a number of reasons. If you'd have reviewed our account with **********************, you'd have seen that you performed your services nearly one year ago in Aprilat which time the condition of our home was thoroughly documented and the damage we speak of was not yet existent. The rats re-entered our home later in the year causing new damage. And we certainly have proper flooring in the attic, so the excerpt you sent from your warranty about not covering wiring, cables etc. does not apply. 
  Your warranty also states that, Our service contract also covers any repairs or replacements to areas of your home damaged by animals that have entered your home through entries that we have repaired for the life of your home! You have not upheld this guarantee. What we have asked for, as your paying customers, is by no stretch of the imagination unreasonable nor against your warranty.
  
  I appreciate you saying youre sorry were having these issues, but Im afraid if it were sincere youd have provided customer service instead of ghosting us, in addition to having sent us the refund for the damage we had to pay out-of-pocket to fix, as promised by manager ************************* for a total of $921.18.

  
  Critter Control and its decision makers like yourself are being presented with an opportunity to show the true ethics of your business and the treatment of your customers. This is a simple, straight-forward case of making it right. At this point, please either provide the refund that was promised to us for the damage caused to our property months after your services were contracted, or terminate our contract with you for a full refund in the amount of $11131.93. Thank you for your time and I eagerly await your fair, honorable and just response.
  
  Regards,
  ***********************

  

  Business Response

  Date: 05/24/2024

  The warranty covers the work we (critter control) have performed, We are not liable for damage done by wild animals, prior to or after the work inside the home. 

   

   

   

   

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service 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 inspector conducted a thorough inspection of the house on December 7th and required a 25% deposit. However, on the same day, we reconsidered the decision due to the high cost involved. We promptly informed the inspector of our change of heart, and he assured us that he would relay this information to the office for processing a refund.One week later, we were still awaiting any progress on the refund. Concerned, I contacted the office, only to discover that no refund request had been initiated yet. I urgently requested them to initiate the refund process on our behalf and was told to wait another week.After waiting patiently for another week, I was informed that the owner had not yet reviewed our request. Despite my persistent attempts to reach out, my calls consistently directed me to their call center, making it nearly impossible to speak with someone who could assist with the matter.While this company has received positive reviews on ******* it appears that their willingness to issue refunds leaves much to be desired.

  

  Business Response

  Date: 12/28/2023

  This payment has been refunded 

  Customer Answer

  Date: 12/29/2023

  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. The refund process literally takes 1 minute to do. I wish they have done that within the first week. I'm not sure why it's needed to get prolong for almost 3 weeks.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/24/2023

  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.

  On July 23, 2014, I signed a contract with the above company to eradicate a rat infestation in the attic of my home; Critter Control sucked out the ***************** & added new insulation in said attic; they also added 100 feet of rat wall around the foundation of my house & then covered the rat wall with cement. After a period about 2-3 years the cement started cracking & the company had to be called out again to re-cement over the rat wall. The cement has once again cracked & most of it is now gone and mice were infiltrating my house/kitchen! I called the above ************************** was informed that cement is not covered under their Lifetime Warranty! On Monday July 17, 2023, @ 5:00 p.m., they sent out ******* who informed me that the entire rat wall was done wrong. I tried twice to contact them and they ignore me. I paid them a total of $7,923.70 for this work and now I have had to pay my exterminator $108.00 for boxes of poison to get rid of the mice. The rat ************* are still not fixed & winter is coming & I don't want any more rodents in my home as they are a health risk! If they refuse to fix it then I want my money returned!

  

  Business Response

  Date: 11/14/2023

  Our office is contacting you right now to schedule to have this repaired or replaced.

  Customer Answer

  Date: 11/28/2023

  Complaint: 20771616
  
  I am rejecting this response because:
  
  

  Critter Control  called me on 11/14/2023 @ 10:37 a.m.I returned the call as soon as I returned from my errands (1:00 p.m.) and got their answering service; ***** is the person who answered the call.  I asked who their managers were and she informed me that ***** or ****** would be the one to return the call.  I never had a return phone call from Critter Control; instead I had a message from the BBB that they had informed you (the BBB), in one sentence, that they would either repair or replace the rat wall and that I needed to let them know what I want.  I then called my exterminator, *************************, with Dynasty Pest Control, but as of this date I have not heard back from him!   I think the best option is to completely start over and do the rat wall correctly this time!  I was also informed that the rat wall should be attached somehow to the foundation so as not to shift.  If they don't, then I will be looking for an attorney and take them to Court!  I will pursue this!  I would like to get this done as soon as possible since Winter is almost upon us and I sure don't want any more mice invading my house, or any other critter for that matter!   I want the job done right this time or there will be consequences!  Also, I have paid them $7923, which I had to borrow from ****************** their lender and also had to spend another $108.25 for the two (2) poison boxes my exterminator had to place on each side of my house, making the total layout over $8,000.00!!  I do not have any more money to hire someone else!  

  I want them to completely do it over like they are starting from scratch.  You can relay to them what I want since they don't respond to me!  And also tell them that if they don't do it right, I will pursue further legal action against them!  
  

  

  Business Response

  Date: 05/24/2024

  I'm extremely sorry for the frustration- Unfortunately we are unable to warranty the concrete as the ground in ***** shifts with the seasons and there is no way to prevent the cracking you're describing. We do however still have a warranty on the home and will continue to service/ check traps and take whatever steps are necessary to keep critters out of the home. Please feel free to reach out to **** or myself to get a warranty appt. set up. 

   

  -**********;

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

• Initial Complaint

  Date:09/08/2023

  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.

  On February 15, 2022, we purchased a "whole home" warranty from Critter Control. They came out, inspected the entire home, and recommended the "whole home" warranty as the best solution because it comes with a 10-year warranty against future animal entry.On May 22, 2023, we sent in the attached photo showing where an animal had torn open the siding to get under the house. We asked them to send out a crew to fix it. Crews were sent out on May 30, June 15, and August 10. Before each of these visits, I called the office to personally verify what the crew was planning to do and that they had the information and time they would need to complete the work (we had consistently had past experiences where the crews came out unprepared). Each time, I was assured that they had what they needed. Each time, the crew showed up and was unable to solve the problem because they said that the notes on the job were inadequate and they were unprepared.On July 13 at 2:30 pm, I spoke with the manager to clear up confusion about whether fixing the issue should involve replacing the damaged siding or simply s******* a piece of sheet metal over the hole. The manager and I agreed that, according to the contract, the damage was covered by warranty and that it should be replaced with the correct material. After repeated follow-*** to get the ******* scheduled, the manager emailed on Sep. 8 claiming that, because the wood was old, it had been easier for the animal to gain entry, and therefore it was not covered. This is despite the fact that Critter Control inspected the home in detail and recommended the ************ ******* specifically because future animal entry was likely on an old home and the ************ ******* would cover it by warranty.They are now simultaneously asserting that 1) With old wood, they are not obligated to warrant against animal entry, and 2) covering the hole with sheet metal fulfills their obligation under the warranty to protect against animal entry.

  

  Business Response

  Date: 09/08/2023

  The siding on this customer's home is water rot and decay from age conditions and not from animal entry- This is not something covered by the warranty and I have been in contact with this client several times today to explain this and now they are starting to file complaints and write reviews online. Unfortunately the client fails to understand that Critter Control DFW is not responsible for the structural integrity of the siding only that of animal entry. I have offered our crews to patch the areas that need to be sealed up but Critter Control DFW is not responsible to replace  all of the siding on this customer's home. 

   

  I have made this very clear. The only offer for resolution is that our crews continue to warranty the home as stated within the contract, and the client maintains the home. 

  Customer Answer

  Date: 09/11/2023

  Complaint: 20574809
  
  I am rejecting this response because:

  The business is trying to void the warranty due to a condition that was preexisting when they inspected the home and sold the warranty. The house is 100 years old. They inspected the home and specifically recommended the Whole Home warranty service *because* it would protect against future animal entry and, according to them, this would be likely on an old home. They now cite the condition of the wood being "old" as grounds for voiding the warranty. 

  In this particular case, they don't even contest that the damage was caused by animal entry. They have specifically told me that they know it was caused by animal entry but they then told me by email that the old wood "mak[es] it easier for animals to penetrate and make entrance to the property". Yet, they inspected the home and sold the warranty with the wood in this condition.  They have even stated repeatedly that they have photographic evidence that the wood was already in this condition when the sold the warranty.

  I spoke personally with a manager at Critter Control who told me that since it was clearly caused by animal entry, the repair would be covered and the hole patched with the correct material (siding). After working with them for months to get that scheduled (and numerous visits by crews who showed up not knowing what to do) they are now walking this back. According to their new interpretation of the contract, if Critter Control sells you a warranty on an old home with old wood, they can then refuse to honor the warranty because the wood is old. Somehow, while stating repeatedly that it is not covered by warranty, they seem to simultaneously claim that they will "cover" the damage under warranty by s******* a piece of sheet metal over the hole (rather than patching with the correct material as their manager previously promised would be their practice for damage caused by animal entry). I'm not really clear on why they repeatedly say it is "not covered by warranty" because the wood is old but then also say they will cover it under warranty by attaching a piece of sheet metal. 

  So according to them, for the next 8.5 years of the warranty, any damage caused by animal entry is "not covered" because my wood is old like it was when they sold the warranty, but also it is simultaneously "covered" enough that they are willing to s**** sheet metal over the hole. So what I can expect is that I paid nearly $11,000 for them to cover the house in sheet metal patches for the next 8.5 years. Why would I buy an $11,000 warranty on old wood if old wood can't be covered by warranty? And why would anyone spend $11,000 for ten years of metal patches on the outside of their house? You could hire a handyman for that at a fraction of the cost. 

  While I'm quite frustrated by their repeated delays and terrible lack of communicationand most of all by their manager specifically telling me that this would be covered and repaired with the correct material and now walking that backI am not out for vengeance of any kind. I do feel that I have extended an enormous amount of ***** and patience for many months and that they have repaid that by reneging on their contractual obligations and their managers word to me. But still, the cost of this one particular repair is not even the biggest issue. The biggest issue is that they are insisting upon an interpretation of the contract that makes it nearly worthless to us for the next 8.5 years. We just want them to adhere to a reasonable interpretation of the contract and be willing to work with us in good faith during future situations when animals break into the home. None of their behavior on this issue so far indicates to us that we can trust them to work in good faith in the future. 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/11/2023

  We inspected the home and recommended the work that needed to be completed to remove and keep animals out. There is obviously an implied understanding that you will need to maintain the home in order to keep animals out. Furthermore, the contract dictates that you maintain the structure for us to continue in good faith with a warranty. 
  

  your siding, part of the structure on your home is not a covered item under our warranty and we will not be bullied into paying that cost to maintain your home. You have left numerous reviews that slander our company and are beginning to infringe on defamation. 
  

  The siding on your home has obviously had more water damage over the last year since the service was performed, this is Not and will not be something covered under an animal entry warranty. 

  Customer Answer

  Date: 09/15/2023

  Complaint: 20574809
  
  I am rejecting this response because:
  

  I can't tell what the company things is covered and not covered in the future. Here are four things that remain unclear from their communications so far. For context, I am an attorney and I am interpreting their words according to the legal meaning of those words under the contract. If they intend something different by their words, I would like to get clarify on that and not fight needlessly. 

  1. They say that the old siding is "not a covered item under our warranty". In legal terms, this would mean that they are not required to perform any animal exclusion work or patching of any kind on old siding, even when a hole is caused by animal entry. Thus, if the siding is old and damaged (even if it was that way at the time of warranty), caulking holes, covering holes with patches (even metal patches), installing one-way doors to get animals out, removing animals that have gained entry.... none of this would be covered. Is that what they are intending to communication? I would like clarity on this point.

  2. They say that the old siding is "not covered" but they say that they will fullfill their obligation under the warranty by covering holes caused by animal entry in the old siding with metal patches. In legal terms, these two things cannot both be true. If the warranty is voided by the wood's status as "old and damaged" then they would have no obligation of any kind. Yet, they seem to be saying they are obligated to cover the patch with metal. I'm wondering if what they mean is that the animal entry holes are covered by the warranty but that their obligation to reseal the home is fulfilled by a metal patch and new siding is not required under the contract. I would like clarity on this point. 

  3. They claim I have an obligation to "maintain" the home under the contract and that failure to do so voids the agreement. Several times they have seemed to quote direct passages that I cannot find anywhere in the contract. I would like to know what sections of the contract, specifically, they are referring to that include this obligation.

  4. Point 3 aside, I would like to understand the new argument they are now making about the condition of the home. If I understand correctly, they are claiming that 1) the siding on the home was old and damaged when they warranted the home, but 2) on the particular part of the home where the damage occurred in this case, the siding was not old and damaged at the time they did the inspection, but has become so since that time. Is this correct? If so, I would like to know what pictures or documentation they base this on. Also would animal entry through siding that was already old and damaged at the time the warranty was sold still be covered? 

  Regards,
  
  *************************

  

  Business Response

  Date: 11/14/2023

  ****************,

  In response to your questions,

  1. No, if the.home is in disrepair, or has damage from outside sources (i.e. human, weather, or other water, foundation repair and/ or roof replacement/ construction) our warranty is considered void.

  2.We offer to use metal flashing as means to assist customers that might not be able to redo the siding on their home. Even though the warranty should be voided, it's within our judgement to try and help/ assist when we can. 

  I believe these two responses should help clarify the questions you've submitted. Again we would be happy to patch areas, but further advise you to get the siding replaced on the home as it has wood rot and is in decay.
  

  Customer Answer

  Date: 11/16/2023

  Complaint: 20574809
  
  I am rejecting this response because: The response does not include responses to questions on points 3 and 4 from the prior message. 

  To reach as much clarity as possible, I'm framing the remaining issues as yes or no questions so that business can easy respond "yes" or "no" to each one. This will allow us to full understand the areas of disagreement and possibly reach a resolution.

  1. In Critter Control's opinion, was some siding on the home unwarrantable at the time of the contract? Please specify yes or no for clarity. If yes, please specify which siding was unwarrantable at the time of contract.

  2. In Critter Control's opinion, was any of the siding warrantable at the time of the contract? Please specify yes or no for clarity. If yes, please specify which siding was warrantable at the time of contract.

  3. In Critter Control's opinion, does the executed contract include specific provisions that require the home owner to maintain the property? Please specify yes or no for clarity. If yes, please include the section numbers from the agreement where this obligation can be found. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/06/2023

  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.

  THIS IS THE COMPLAINT I SENT TO CRITTER CONTROL:Your company came to my home for 3 hours on April 7, 2023. I was charged a whopping $5542 for the work that they did. It turns out that the work was not done as promised.The contract states that Critter Controls attic monitoring system would be installed. This is the "only system of its kind to monitor activity in my attic in order to help service my home. I was also told extensively about this monitoring system when ****** came to give me his bid. It was a bit of a hard sell, I must say, with many follow up calls, texts etc. to find out when I wanted to schedule. ****** also said that they would place snap traps throughout my attics that would be monitored remotely with this system." I have two separate attics. I asked ****** to show me some of the rat f**** or evidence and he could not find any. Fast forward 4 weeks to May 4th when Critter control came back out to check the system. 1. There were NO surveillance cameras to monitor activity remotely.2. There were exactly 3 snap traps all in one of the attics placed incredibly close to one another. Think of an area as large as your kitchen sink. 3. The men that came the second time saw zero evidence of rats or their droppings in either attic.Your company misrepresented themselves and the services that they would provide. I do not appreciate being misled and outright lied to. There were repairs made to some possible entrance sites. We could assume that they were done correctly, but considering the other issues that were misrepresented, I doubt it. Here are the choices:1. Refund me at least half of the money that I spent.2. I can have my Credit card company return the charge. They never responded to my email or phone calls. I disputed half ($2500) of the charge to my credit card. Critter control responded to the dispute and said I signed the agreement. They may say the tech only speaks Spanish. I am bilingual. Not a problem.

  

  Business Response

  Date: 07/28/2023

  *****************, 

  I'm sorry to hear about your experience with our office, we handle a little over ***** jobs like yours annually for clients all over ***. I do see that ****** had made Recommendations to complete a "whole home" project that would have been a much Larger issue, but you declined and had us perform a "half ***** ******* (I have attached the two estimates to this response for you to review). I would like to make sure we're on the same page about the Camera's we install in the attic, they are put in place to watch the traps, and the traps only. This allows our office staff to see when we need to have a member of our team come out to remove and replace the traps once something is caught or killed, instead of it just rotting in your attic on the traps. Unfortunately the camera is not installed to look for movement in the attic, as we were only called to your home for Critters inside the attic, thus we know they are already there. 

  The "Half ***** work that our crews performed would have simply sealed the outside of the home, sprayed a decontamination product in the attic space above the insulation, we installed a "one-way door that allows the Critters to leave on their own power but prohibits them from gaining re-entry and installing a single camera pointed at the traps for a 10 day period. All of this comes with a 3 year warranty on the Areas we sealed on the outside of the home. 

  As for no contact from our office, our system records calls, drive times, and number of trips- currently I show we have made 4 trips out to your home and our office appears to have been honoring your warranty until the date of charge back. Our contract clearly states if there is a failed payment our warranty will be put on hold until the account balance is corrected. Once the account shows current we will be happy to continue to warranty the Exclusion work we performed (per the contract).  

  Installing the camera is based on conditions of Wifi availability/ access to a home network to allow the connection.  

  Customer Answer

  Date: 07/31/2023

  Complaint: 20283405
  
  I am rejecting this response because:

  They put no traps or camera in the attic where they "said" they saw evidence of rats. Their own employee on the third visit said there was no evidence of rodents past or present in either attic. They lied about that. We called them because we found evidence of a chewed wire downstairs. We have a two story home and the attics are above all of that. The wire damage could have happened when the house was first built or anytime in the 20 plus years since according to the contractor re-doing a light fixture. It did not indicate current issues. Again, critter control lied. Another lie: they have been here a total of 3 times. 1. The bid, 2. The half day of work, 3. When they came back to check the cameras. I was told that their camera had a motion detector. I guess that was also not true.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/25/2023

  The solar fans worked after our install- they would not ever have been touched by our crew post install. 
  

  Im sorry youre having issues but there is no way the fans could have been installed improperly and functioned as intended and then suddenly stopped due to screws or nails being in the way. 
  

   

• Initial Complaint

  Date:06/26/2023

  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.

  On Jan 25, 2023, an estimate from Critter Control *************) was given to remove the rats and insulation from our home, *******************, Fort Worth, ** *****. Additionally, repairs, attic access sealing, monitoring system, including a 10-year Lifetime Warranty, etc., were included. We were shown ultraviolet pictures of our attics indicating the presence of urine from rodents.Critter Control arrived Feb 15, 2023 and performed the initial the work. The follow-up occurred on Wed, Mar 1, 2023. They assured me that the accesses had been closed/repaired and placed a 1-way exit cage over what they perceived to be the major entrance (picture attached of hole left in my roof for 1-way cage). The following day, we received about 0.3" of rain at 3:00 am, waking us up with water coming through a master bedroom light fixture soaking several items of clothing and home-made quilts. I contacted our roofer who came out, took the attached picture, and repaired the roof. Our roofer explained that the hole in the roof with the installed Critter Control exit trap was responsible for the leak. Since being repaired, no leaks. On Mar 22, 2023, I emailed CC, and asked to be reimbursed for the roof repair and quilt cleaning. (Roof repair-$225, Quilt cleaning-2@$50 Total $325) I received an email back from *************************, Gen **** Critter Control DFW the same day, Mar 22, 2023 stating the following: Thank you for taking the time to email us, I apologize for your experience so far with our office. This is obviously not the normal experience and for that I apologize! Our office will be sending you a check to cover the expenses itemized here, and our office will reach out to you to make sure the warranty schedule is intact and to re confirm everything has been addressed at your home. Still, no response! I emailed *************************, CC 10 days ago, June 12, 2023 saying its been 3 months and asked for a response! NONE still being Ghosted by Critter Control ***.

  

  Business Response

  Date: 07/06/2023

  Please contact our office at ************- I'm not sure what number you are trying to contact but our office phone lines are answered 24 hours a day and we'd be happy to help you!

  Customer Answer

  Date: 07/17/2023

  Complaint: 20235383
  
  I am rejecting this response because:

  I was told that I would receive a written copy of the 10 year Warranty should any 'critters' return - so far, I have received no information about the included warranty.

  Critter Control *** has not returned to pick up their "one-way exit trap"

  Critter Control *** has not returned to remove the installed cameras.  Since I have never seen any pictures from those cameras, I don't know if they were ever installed as indicated in the contract.
  

  *************************, General Manager, has refused to return any of the multiple phone messages that I have left.

  *************************, General Manager, does not answered any of my email.

  I do acknowledge that I received a check in the amount of $325.00 I requested to pay for the damage that occurred from their work on my home.  I'm sure their philosophy is 'we'll send the customer some money and that should shut him up!'  No apology, no discussion of their job, no proof of warranty, no finishing the job by picking their materials.  No communication...... In my opinion, that is not a way to run a business.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 07/18/2023

  ******************, 

   

  Someone from our office will be reaching out to you today to set up a warranty visit. 

   

  Scond, our warranty is attached to every workorder/ email you will receive from our CRM (GPSinsight). My phone system doesn't show any calls into our office in the last few months so I want to apologize, please feel free to contact our office staff directly at ************ if you have any further issues or concerns. 

• Initial Complaint

  Date:06/07/2023

  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.

  On May 26th 2023 I put down a deposit of $2000. Over the weekend I decided not to go through with the service. Contacted Critter Control on Monday May 29th and I was assured I would be credited the $2000 back to by cc account. On June 5th the credit still wasn't shown on my account. Numerous attempts to call and email to find out what the status was on the refund have been to no avail. All I require is that the company reimburse the deposit for services not rendered.

  

  Business Response

  Date: 06/07/2023

  This refund has been processed by our accounting office. I apologize for the delay! 

  Customer Answer

  Date: 06/11/2023

  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. Deposit has been refunded
  
  Regards,
  
  ***********************