ComplaintsforAlta Pest Control

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Alta to cancel my services after several years of paying them $60/month for their services. I had fallen on hard times and had to cut back every discretionary expense every month. When I mentioned I wanted to cancel services, they transferred me to a different **** where I had to wait on hold for 15 min. Once I got a hold of them, they were hard selling me to not cancel. They offered to lower my price 3 different times. I said no, I don't want services of any kind. I started to get frustrated because they wouldn't cancel my service. They then transferred me again to another salesperson who I had to wait on hold to talk to. They finally said, instead of cancelling, why don't we just put your account on hold for 6 months, and we will call you back after 6 mo to see if you want service again. I finally said yes to this because they wouldn't let me cancel my account no matter how many time I asked. After 6 months passed, I got an email from Alta saying I owed them $47.50 for a service performed at my property. I called Alta and said I had cancelled my account and didn't authorize a service at my house and I needed to be refunded the $47.50 and I want my account cancelled. They said they left me a message earlier in the week on my voicemail saying that they would come out to service my house again. I have that voicemail, and the caller says that I had been on a 6 month deferment and was asking if I wanted to reactivate my service or not. Said nothing about being contractually bound to keep paying for service. I called **** and the scumbag lady said that I signed a contract that I would pay them again for service after 6 months and they weren't going to refund anything. I told them I signed no such thing, and they are gutter salespeople who lie over the phone to get sales. They even lie about pricing. They originally told me several times that the service would cost $60 for a quarterly service. Then they billed me $60/mo and only serviced once every 3 months.

  

  Business response

  06/09/2024

  We are so sorry for your experience with Alta and if the service cost or frequency was misrepresented. It is against our policy to be dishonest and any person found to be misrepresenting our company or agreements and services rendered will be held accountable. Is there a day/time you have for a quick conversation about this experience? We would love to be able to hear from you any additional information you'd like to give or answer any questions and provide a satisfactory solution to these issues. We hope to hear from you soon and will try reaching out again. Thank you for reaching out to provide your feedback.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Alta Pest Control appeared at my doorstep claiming to be offering a neighborhood discount of $50. I agreed to have them treat for a ********* bee issue and paid $65 because the discount was 'no longer available'. The treatment administered April 26 did not work, and I ended up handling it myself with DIY treatment. I never signed up for a contract with them. I had paid by credit card.Around the time they performed the service in April I looked into their contract, which they capture using some AI based software which requires you to be on video. I never agreed to the contract. One of the premises of their recorded contract is that they offer a "discounted rate" saving $400 - which is owed to them if you should cancel the contract at any time. I never agreed to the contract. No other pest control service I have ever worked with has this outrageous type of penalty.Today I received an invoice for another $65 they already charged to my credit card. No service was rendered, nor was one requested from them. I have contacted my credit card company as this is a fraudulent charge. There is no agreement for them to return. We have told them we are not interested in their services and that their treatment did not work.

  

  Business response

  06/08/2024

  We are so sorry for your experience regarding our sales team and services and for any lack or absence of communication. It is absolutely against our beliefs for our representatives in any department be deceitful or misleading; those found to be using this as a tactic will be held accountable and dealt with accordingly. We apologize if your pest issues were not treated or dealt with effectively and that we were not able to solve the issue at hand.  We would love to speak with you about this and answer any questions or gather any further information or comments you'd like to provide. Is there a day/time you have available for a quick conversation? We appreciate you bringing this to our attention and hope to be able to speak with you soon.
  
  

  Customer response

  06/11/2024

  Complaint: 21764844
  
  I am rejecting this response because:

  I do not have a contract with you. I want all recurring charges against my credit card to stop as I do not authorize them.
  
  Regards,
  
  ****************************************

  

  Business response

  07/09/2024

  Thank you so much for reaching out to us and giving us your feedback regarding services. We are always looking for ways to improve and any thoughts regarding services or protocol are always welcome and encouraged. On 6/28/24 we provided a refund of $65.00 and your account is not in collections and you are in good standing with us. Thank you for giving us the opportunity to make things right, we wish you best of luck.

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.  I had requested of Alta Pest control to put in writing to the BBB that I was in fact not under contract with them and under no obligation to continue to pay for services I did not request or authorize. They do not expressly state that in their reply. They did refund $65 for the SECOND unfounded charge assessed in June for a service that was not rendered nor authorized. I had contested the first charge with my credit card company and the credit card company refunded the first charge, otherwise I would have had to seek a $130 refund. I am attaching the notice that indicates I am deactivated and the refund notice I received from them. I do not understand why I would need to be in good standing with them if I never have intention of doing business with them again. I am not their customer and have no intention of ever being one. Assuming they hold to their word and never darken my doorstep again, I consider this matter closed. If I should ever receive contact or another charge, I will seek to reopen this complaint. Thanks to the BBB for your assistance in navigating this issue.
  
  Regards,
  
  ****************************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were informed that we had a rodent problem in our attic and had Alta remediate the problem by having our insulation replaced in the sub floor. It turns out they were also in the wall insulation and the traps they claimed were set to the most sensitive setting were empty of bait on multiple occasions, yet we were told there was no activity in our attic. They only informed us of activity in our crawl space where the traps also never caught anything but were always empty of bait. We paid $7500 for a job to be half done and we are left with the same issue we started with. Dont claim full remediation when its a half done job. We cancelled our account, which prompted removal of the traps they set, so I only have a couple pictures of the empty trap. But theres supporting images of the tunnels in the walls.

  

  Business response

  06/08/2024

  We are so sorry for your experience. It is our goal here at **** to provide excellent customer service and satisfaction. We would love to speak with you about your experience and find a resolution that works best. Is there a day/time you have for a quick conversation? We apologize for the frustration during this process and truly would like to help. Please let us know when you have a time available and we would be happy to set up an open conversation regarding this.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In the month of April a sales associate came to my door, selling pest control. Very nice guy, very good speech. But I informed him that I did not want service. He had asked me what I was paying for my previous service I told him I was paying 149 each service, he said well we are only 79 each service. After talking with my wife we decided to do it. I payed the initial 59 and first service. Next month 79 was taken out of my account, I called them and asked why because I did not receive a service, they told me it was 79 a month. I in return said no, that was false advertising, I want to cancel, they said it would 462 to cancel. I said no, im not paying that. I said I did not get what I was told and I am no longer doing business. I asked to talk to a manager, they came back and said if I pay 22 dollars I can cancel my service because that will pay for the rest of the service. I said that I did not receive that service yet. They said I would not get that service if I canceled but would still have to pay 22 dollars or the 462. I did pay the 22 dollars just to not be billed anymore. So I payed 101 dollars for service I did not receive.

  

  Business response

  06/08/2024

  We are so sorry for your experience with this salesman who was representing our company! It is absolutely against our beliefs for our representatives in any department be deceitful or misleading; those found to be using this as a sales tactic will be held accountable and dealt with accordingly. We would love to speak with you about this interaction and answer any questions or gather any further information or comments you'd like to provide. Is there a day/time you have available for a quick conversation? We appreciate you bringing this to our attention and hope to be able to speak with you soon.
  
  

  Customer response

  06/11/2024

  Complaint: 21736420
  
  I am rejecting this response because:

  I did talk to the company. They refused to escalate my issue, and was forced to pay for services I did not receive, in order to cancel with their company. All I am requesting is the the services I paid for and did not receive, refunded. That would resolve my issue.

  If you are needing the salesman info, that should be in my account information which they should be able to get without needing me.
  
  Regards,
  
  *************************

  

  Business response

  06/28/2024

  We are so glad we were able to assist you and able to provide a solution that works best for the both of us. We appreciate you taking the time to reach out and provide us your valuable feedback, as we are always trying to improve services from every department. Please let us know if there is anything else we can do for you! 

  Customer response

  06/28/2024

  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

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called alta pest control to see about spraying for a few bugs i saw in my rent house, when the guy came by for the first initial visit he was nice but very talkative and briefly went over the description of the spray they use, but talked for over 30 mins about my dogs and his animals and how much of an animal person he is, as well as telling different stories from different animal encounters hes had. He said he could spray that day and put out some glue traps and i said ok great, he said itll be $$ this amount for the visit and if you want to continue with the service every 3 months you can pay monthly via our portal. Once he was done spraying he said I just need your signature to show ive been here today and you can do a survey on me of you want. I signed believing what he told me, and set up an acct with the portal and paid for several months and they came one additional time. The bug problem persisted and I even began to get ants so i then decided I no longer wanted the service as i was also going to move. Upon checking the portal about cancellation it said it would have to be done via phone. So i called. And was then told very rudely that i had signed a year long contract and regardless of if i lived there or not was still going to have to pay the full year amount of the service. I even tried explaining the is*** when my signature was asked for. I then read a their contract and found in the fine print that I had been ******* conned into signing a contract and not a mth to mth plan like i was told. So theyre wanting the full amount of the contract and on top of that, they wont be spraying since im moving. So im expected to pay for a service im not going to get. There was no complaint is***d to the employee who mislead me only victim blaming me the customer for giving him my signature. I just want out of this contract so i dont have to involve my attorney to *** them for fraudulant misrepresentation and fraud in the inducement of obtaining my signature.

  

  Business response

  05/27/2024

  We are so sorry for your experience and for any miscommunication or misrepresentation you feel *** have occurred. It is against any of our policies to lie and misrepresent services and any person in any department found liable of this will be held accountable. Thank you for bringing this to our attention so we are able to address these concerns, as we are consistently trying to improve services and continue to grow. We would love to speak with you about your experience and find a satisfactory resolution regarding this experience answer any questions or gather any additional information you have not had the opportunity to provide. Is there a day or time that works best for a quick conversation? We look forward to speaking with you soon!

  Customer response

  05/28/2024

  Complaint: 21726408
  
  I am rejecting this response because:

  i have already reached out to you. I have spoke. With multiple people, and made you all aware of the situation that happened, and was met with indifference, and an aw well attitude. I do not wish to speak to you and be gas lit over again, That is why i am going thru the bbb, this is my step before my attorney steps in. I want to be removed from any account, contract or collections by your company, i was lied to, manipulated, and i am done with having to speak to you directly and get nothing accomplished.   
  
  Regards,
  
  Arizona ******

  

  Business response

  06/08/2024

  We are truly sorry for any experience you have had with any department and apologize your situation did not reach the proper hands in a timely manner. We hope to be able to speak to you and provide resolution and reverse any faults on our end. However, if you do not desire communication with us any further, we definitely understand and are sorry for any failed attempts at resolution and communication. Please let us know how we can help now or in the future and we would be happy to oblige. Thank you for reaching out and providing your feedback; again we apologize for the circumstances and events surrounding this and your account with ****.

  Customer response

  06/10/2024

  Complaint: 21726408
  
  I am rejecting this response because:
  You keep repeating the same things over and over again in different ways. I want my account canceled and the fee with it. Im not going to keep going back and forth with you. I am not interested in speaking to you and being gaslit all over again. That is the entire reason i am going through the BBB, this is the last step before I give my attorney the go ahead. 
  Regards,
  
  ********************

  

  Business response

  06/18/2024

  Again, we are so sorry for this and the frustration and if there were any of our reps in any department that misrepresented anything. We are definitely wanting to part on good terms if that is what you wish and come up with a solution that is satisfactory to both parties. We are not in the business of just taking money unjustly and want to rectify anything we can. We truly want to listen to understand, not listen to respond. Please let us know if you are able to come up with a time to speak and we'd love to do that including making sure your account is in good standing and removed from collections.

  Customer response

  06/18/2024

  Complaint: 21726408
  
  I am rejecting this response because:

  For the 3rd time. I am not interested in speaking to your company any more, that is why I have gone through the BBB. I have spoken To more than 3 of your reps and have been gas lit and lied to each time. I will not allow you to do this anymore. For the final time I have been clear on the outcome I am seeking, as well as clear on the next steps I am preparing to take against your business. 
  
  Regards,
  
  Arizona ******

  

  Business response

  07/09/2024

  We are so glad we were able to speak with you and come up with a solution that works best, including a refund and removal from collections. Thank you so much for your valuable feedback regarding services and for allowing us a chance to make it right. Please let us know if there is anything else we can do for you in the future. Best of luck to you and yours!

   

  Customer response

  07/10/2024

  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A salesman from ********* came to my door at 730 pm on 5/14. The information we originally spoke about seemed OK. However, when reading the fine print he asked me sign, it did not lignup with what he said. When I asked him to change it, he went into his system and said he did. I then read the full fine print again and it was not what he was stating. In short, he wanted me to sign a ********************************* it was 6. When I bluntly confronted his scam, he made no hesitation to leave. This act of predatory salesmanship is harmful to the community.

  

  Business response

  05/27/2024

  We are so sorry for your experience with this salesman who was representing our company! It is absolutely against our beliefs for our representatives in any department be deceitful or misleading; those found to be using this as a sales tactic will be held accountable and dealt with accordingly. We would love to speak with you about this interaction and answer any questions or gather any further information or comments you'd like to provide. Is there a day/time you have available for a quick conversation? We appreciate you bringing this to our attention and hope to be able to speak with you soon.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alta Pest Control door to door salespeople have come by our home and been told by my daughter numerous times we are not interested (I was unaware). They came by and claimed they had a special discount because they are already in the neighborhood. I told them we were having some mouse issues this year. The salesman quoted me a good price. I told him my hearing is very poor (I am a disabled veteran) and that I have cataracts and could not read any information or hear well. He said that was okay. He then asked me to sign a digital pad. I asked him if this was a contract and he said no but I hope you will continue to use us for at least a year. He imposed my signature on a service agreement. I had my daughter read it and I am locked into an 18 month service agreement! I also did not intend to set up monthly payments to be taken from my checking account and they are set up! My daughter has read my contract and it is not at all what the guy at my door stated. I feel lied to and like this company preys on disabled elderly people. My daughter called today and was told it would cost ~$250 to cancel! I repeatedly told the man I couldn't see or hear. I really hope something can be done. I just want to cancel my contract and not be penalized.

  

  Business response

  05/27/2024

  We are so sorry for your experience with this particular salesman who was representing our company. It is absolutely not our policy to be deceitful or misleading; those found to be using this as a sales tactic will be held accountable and dealt with accordingly. We would love to speak with you about this interaction and answer any questions or gather any further information. Is there a day or time that is best for us to have a quick conversation? We look forward to speaking with you!

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Absolutely ridiculous practices. We have MULTIPLE NO SOLICITING SIGNS. As well as private property signs. Even with those our door was still pounded borderline BEAT on. At 6pm EST on a Friday evening. After riding a freaking hoverboard up our driveway in between our cars!!!! What a joke of a company to allow their employees to conduct themselves like this in public. I will also be contacting the state attorneys office about this predatory behavior.

  

  Business response

  04/10/2024

  We apologize for your experience with our sales team and want to assure you that this is not standard for our company or any of it's representatives. When our standard of conduct is found to be broken, it is our goal to immediately address these issues and to provide adequate training and/or discipline when necessary. Is there a good day this week you have for a conversation? We appreciate your feedback and look forward to speaking with you soon. 

   

  Customer response

  04/10/2024

  Complaint: 21537525
  
  I sure do have time to discuss this issue with you this week. Feel free to give me a call on my mobile at ************* 
  
  Regards,
  
  *******************

  

  Business response

  04/22/2024

  We are so glad we were able to speak on the phone and hear about the details of your experience. We were able to follow up with our Director over sales and speak with him about this and what possible resolutions or remedies we can ensure. We will reach out this week to follow up with our previous conversation. Please let us know if there is anything else we can do for you in the meantime.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an account with them and have had for quite sometime. My son ****** paid to have a house in *******,**. that my cousin lives in sprayed for roaches. Then they were to repeat the spraying for a term of one year. Both accounts are taken out of each of our bank accounts via our debit cards, My cousin called and said the guy had never been back and she was seeing roaches again. I called Alta and they told me that ******* account had not been paid and they had sent it to collections. ****** checked his bank account and they had pulled a payment every month. She then tells me ******* card is paying mine and his is in collections. I asked if I could speak to an account manager and she said they would tell me the same thing. In between these 2 things they treat our house for mice to the tune of $8000.00. and we still have mice. The office girl sounds like a robot or someone reading a script. you cannot get past her to speak to anyone else and she repeats the same thing over and over.

  

  Business response

  04/03/2024

  Thank you for taking the time to provide your feedback and let us know the things that have transpired. We are truly sorry for your experience and hope to be able to speak to you soon and come up with an amicable solution. It is our goal here at Alta to hold ourselves to providing a five star standard and to protect your privacy. Whether it be our technicians, customer service, or sales team, we aim to provide that standard and to make it right when that does not happen. Is there a good day/time you have available for a quick conversation? We'd love to hear about your experience and see how we can help. We look forward to speaking with you soon!

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I setup services after finding termite damage in my house. I paid $650 for a sentracon system. I had no choice to avoid further damage. I was informed of a $30 monthly fee for checking the stations, which I never saw them do. I called regarding this and was informed they only come out if you continue having issues. I had also signed up for the regular monthly pest control, making my monthly bill over $60 after paying $650 to have them install Sentracon stakes in 20 minutes. The regular pest control didnt even happen unless I called and reported bugs (this was for $30/month) Later on I was in a financial bind, going through a divorce and a single mom on one income. I tried to cancel services but the cancellation fee (that I was not made aware of when I setup) was too high and I couldnt pay it. Later on they came to collect the Sentracon stations that I thought I paid for. At no point in time would I have agreed to pay that much money for the system if I had known I would never have the option of self maintaining or changing pest control providers. Not for $650.. Unfortunately I recommended this company to many neighbors that also discovered termites that are also now out the funds of something they thought they owned. A phone call was no help. They just pointed me to a part of their agreement that talks about cancelling the transaction in the first 3 days and equipment must be returned. This would imply my $650 would be returned and they would get back their stations. Not relevant to the current circumstance. I paid them for months of service.. I really feel like they are intentionally misleading people. The amount of negative reviews are insane and I wish I would have checked BBB before using Alta Pest Control. They trap you in a contract and make it financially difficult to break it only to send you to collections. They fail to explain their contract and the fees and misrepresent the contract agreement.

  

  Business response

  03/07/2024

  Thank you for taking the time to reach out to us! We are so sorry for your experience and for the frustration regarding your account or any information that you felt was misconstrued. It is not our intention to be misleading or dishonest and we are so sorry that your experience has not been the five star standard that we truly try to hold ourselves to. We would love to go over your account and listen to your concerns and come up with a solution that works best for both parties. We take every complaint and concern seriously and will absolutely address any issues that arise as we continue to ****************. Is there a good day/time you have for a quick conversation? Please let us know! We look forward to hearing from you soon!

*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. ↩