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:03/19/2025

  Type:Customer Service 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 am submitting this complaint due to unfulfilled service commitments, lack of communication, and the improper enforcement of early termination fees. Despite multiple attempts to resolve these issues directly, we have been met with inadequate responses and no meaningful resolution.Summary of Issues:Failure to Provide Agreed Services:We were assured that interior treatments would be conducted, yet technicians repeatedly refused entry, even when the properties were vacant.A waiver was discussed to allow access, but it was never provided.Due to the lack of interior treatments, pest issues worsened, directly impacting our short-term rental business.Repeated Scheduling Cancellations:As a short-term rental company, we communicated the importance of timely service.Despite this, technicians frequently canceled visits, leading to persistent pest problems.Lack of ***************************************** claims to have addressed our concerns but has failed to provide any specific details on how they attempted to resolve the issues.Our repeated phone calls and emails were met with vague responses, with no follow-up other than continued billing.Disputed Early Termination Fees:Given the failure to provide the agreed-upon services, we do not believe early termination fees should be enforced. We have explained our position multiple times and requested a fair resolution, yet the company insists on charging these fees without addressing the root issues.Request for BBB Assistance:We are seeking the BBBs help in holding Reliant Pest Control accountable for their service failures and ensuring that these improper termination fees are removed. We have documented communications and evidence supporting our claims and are happy to provide them for review.Thank you for your time and assistance in this matter. We appreciate any support you can provide in reaching a fair resolution.

  Business Response

  Date: 03/29/2025

  We have discussed these accounts in length many times, I have also recently attempted to reach out as not all of the accounts have been closed. The Termination fees have already been adjusted slightly to reflect the billing issues you were receiving online when your bank was declining the payment because they looks like duplicates. We chose to credit the difference on each account that you attempted to pay the cancel fee.

  During the services we did work with you and made the change to the access to the properties by adding access codes to each property. The lack on communication from your end left us in the dark on when we should be servicing the properties. Each address received an email & call reminder ***** hours prior to our arrival, at no time did we receive communications to hold, **** or request an arrival time. There were a few times where weather caused us the need to reschedule due to the guidelines listed on the product labels. We communicated reschedule emails and new schedule dates each time.

  The cancel fees apply due to the commitment to have pest services for 1 year. Each property also came with Termite protection free for 1 year. As the request to closed the accounts can in for some of the properties (not all of them) we attempted to communicate with you and modified the schedule and service in an attempt to continue the services for the year obligation. We are not asking for additional fees listed on the contract as they normally would apply to 1 account with multiple services Pest Cancel fee $100 & Mosquito cancel fee $75 for each property.

  As the accounts are right now we have 3 account with pending cancel fees & 2 accounts that are still open and receiving services. The rest of the 20 accounts were closed once payment went through, you also have record of each closed account vie email.

  Customer Answer

  Date: 04/03/2025

  Complaint: 22956567
  
  I am rejecting this response because: We appreciate your response, but we must reiterate that at no time were the termination fees actually adjusted in a meaningful way. Throughout our discussions, these fees have been inconsistently referencedsometimes as a way to recoup discounts and other times as early termination fees. Regardless of how they have been framed, they remain unjustified given the service failures on your end.
  Additionally, we strongly disagree with the assertion that there was a lack of communication on our part. We have provided multiple emails demonstrating regular outreach and attempts to address service issues. The reality is that the service you originally promisedspecifically, interior treatmentswas not completed. This was a critical part of pest control, and without it, pest issues persisted, something a short-term rental company simply cannot afford to happen.
  Beyond that, the repeated cancellations on your partmany of which were due to weathershould not have prevented interior treatments from taking place. These ongoing failures to fulfill the service agreement, combined with inconsistent communication from your team and last-minute cancellations, demonstrated that your company was not upholding its contractual obligations. Given that fact, why should we be held to the contracts terms when you did not meet your own commitments?
  We have made every effort to resolve this matter fairly and professionally. We request once again that the termination fees be waived due to the clear service deficiencies on your end. Please confirm how you intend to proceed
  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 04/09/2025

  Complaint: 22956567
  
  I am rejecting this response because: We feel its necessary to clarify several points and reiterate our position.
  First, the so-called adjustments made to the termination fees were negligiblemere centsoffering no meaningful resolution to the concerns weve raised.
  As for the two accounts that remain open, they are not active due to satisfaction with the service, but rather because we have refused to pay termination fees on those properties while pest issues persisted. These were the very issues we expected your team to resolve, which never happened. Your response continues to ignore the core of our dispute: 

   Interior treatments were not completed, despite this being part of the original agreement.

  There was a lack of transparency and follow-through regarding access to the homes, including the promised waiver that was never sent.

  Communication on your part was inconsistent at best, as shown in the multiple emails weve provided. Suggesting we were uncommunicative is simply inaccurate and unsupported by the record.

  Service cancellationsespecially for interior treatmentscannot be reasonably blamed on weather and reflect a lack of flexibility and follow-through.

  
  You continue to insist were bound to the terms of a contract that your company has repeatedly failed to uphold. This is not only unreasonableit constitutes a breach of contract on your part.
  Until these fundamental service issues are acknowledged and addressed, we remain firm in our position that the termination fees are invalid and unjust. 
  

  Business Response

  Date: 04/14/2025

  Failure to Provide Agreed Services
  We did not receive communication about when a property is vacant vs when a tenant is home. An example of this is account # ******, this account mentioned it is exterior ONLY but provides a door code when the home is vacant. Once sending reminders out that we are coming for services we do not have responses telling us if anyone will be home or not.
  
  
  Repeated Scheduling Cancellations
  Weather is something outside of our control; in times of heavy rain, wind, or ice, we are not able to provide exterior services. The technician communicates this at the time of service by phone, and the office will follow up the next morning with an email.
  The Phone number for every account is ************, your office. 8 of the 20 accounts do have a 2nd number listed and they were also contacted.
  
  
  Lack of Transparency & Accountability
  Everything is laid out in the 1-year contract signed by ***** ****. At the start of the services, we did not have any door codes and our technicians did not know the verbal agreement to do the interior services when a home is vacant. This was corrected for the accounts we received door codes for.
  
  
  Disputed Early Termination Fees
  The Early Termination fees (***) were clearly described as returning the discount of the 1st service for each account. This is also laid out in the 1-year contract signed by ***** ****. The *** was applied 3 months (90 days) before they were paid or addressed. 
  
  
  I have attached 4 of the *************** addition to a list of the accounts with the last service date and balance to show that not all the accounts have been closed.
  We are still waiting to hear whether these last few accounts should be closed or if they should still be receiving services. 
  The accounts we received clear communication on have been closed at this time.
  Reliant Pest Management will not make any changes to the current invoices or account status without following the proper steps laid out in ***** ****** one-year contract.
  
  
  Full account list 
  225400 
  225401
  225413 
  225442
  225446
  225448 
  225450 
  225451 
  225402
  225403
  225410
  225411
  225412
  225414
  225416
  225422
  225425
  225443
  225452

  Customer Answer

  Date: 04/15/2025

  Complaint: 22956567
  
  I am rejecting this response because:

  Thank you for your continued responses. However, your latest message further confirms our concerns and does not resolve the core issues that have been repeatedly raised.

  Failure to Provide Agreed Services:
  Your team was made aware early on that we manage vacant short-term rentals, and this was discussed during the sales process. The need for interior treatments, particularly when properties were unoccupied, was clearly communicated. The example you provided (Account #******* supports our claimit notes exterior only service because your team never followed through on sending the promised waiver that would have permitted interior access to vacant units. This is not a lack of communication on our partit is failure to act on your end.
  
  Repeated Scheduling Cancellations:
  While we understand that weather can delay exterior services, we maintain that interior treatments were not attempted when they reasonably could have been. Rescheduling for interior access should not have been dependent on weather. Your repeated cancellations contributed directly to unresolved pest issuessomething that cannot be tolerated in short-term rentals.

  Lack of Transparency & Accountability:
  It is misleading to reference the one-year contract as a catch-all justification. The sales terms discussed verbally and in writingincluding the interior treatment of vacant propertieswere critical to our decision to move forward. Your teams failure to communicate these expectations to technicians or follow through with access solutions directly impacted our ability to receive what was promised. Providing door codes does not resolve the issue when your team expressed discomfort entering and never followed through with alternate arrangements.

  Disputed Early Termination Fees:
  You have referred to the Early Termination Fees inconsistentlysometimes as recouping discounts, other times as contract penalties. Regardless, these fees were not clearly presented during initial negotiations, and as noted previously, the adjustments you claim to have made were minimal and did not address the real concerns at hand.
  We still have open accounts not because we wish to continue service, but because we are unwilling to pay fees tied to services not rendered. Weve communicated this clearly and consistently.

  Next Steps:
  We reject the position that Reliant Pest Management has fulfilled its obligations under the contract. On the contrary, repeated service failures, lack of access coordination, and poor follow-up represent a breach of your own stated commitments. As such, we continue to dispute the termination fees, and will be pursuing support through external channels to resolve this matter.
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reliant pest management to plug my weep holes with copper. The day they came out, they just waltzed into my backyard. When I approached them, they told me they ran out of copper mesh and would have to reschedule. I said fine. The company then charged my credit card for the full amount while Im complete. They second day they were supposed to come out, I received a text that the guy did not have copper on his truck and they would be out Monday. Silence from then on. Today I received a call from an area manager or director saying he would refund my money but then followed to say he would only refund me for the incomplete part. They only completed a very small stretch of my side yard and said I will take other measures.This group is completely unethical and needs to refund my money.

• Initial Complaint

  Date:07/20/2023

  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.

  Reliant charged me on the falsified claim that they visited my property and performed work. They did not have access to my property and my cameras showed no work performed on said date. They would not remove charge and then charged me again for services not rendered. I have been in communication with them to cancel my service as I do not trust them in my home. I have repeatedly answered calls, called them, numerous emails and finally told that they would remove charges and cease their communications with me. Today I received another email and charge stating that they are sending to third party. I am reaching out to BBB to resolve issue and if unable to mediate this issue then I will be moving forward with an attorney. I have not rated on ******* yelp or any social media platforms at this time and hoping that this will finally remedy the issue.

  Business Response

  Date: 09/12/2023

  There have been several email exchanges and call attempts made between ***** and myself to get this resolved. I am sorry that it has come to this point of needing BBB to get involved. The reason communications stopped in May 2023 was that ******************* requested the contact information for the owner or the company attorney. On May 19, 2023, I responded to *********************' email and included *** (the owner) in the email. As of today, 9/12/23 *** has not heard from ***** or an attorney. Throughout the communication attempts, I asked for assistance from *************************** who was the sales rep who originally set up the account with *********************. ***** was never responded to by **************************
  I have attached the Signed 1 year Service Agreement. This agreement is for 5 **** services and 6 ******** services. Within this agreement, you will see information that allows Reliant Pest Management to access and apply pesticides to the property address listed. ********************* agreed to ****, ******** & 1 year of Termite Protection at the prices listed on the agreement. Easy Pay is also agreed within these terms at the start of the account. Within the section labeled TERMS you will find information on how to cancel services and if there are any costs associated with closing an account.
  
  11/28/22 ******** Service was performed and confirmed with Truck GPS. As you can see in the attachment the technician was not able to access the backyard due to a locked gate, however, he was able to provide the products used in the front yard. There were several interactions with ***** and our office staff to get a follow-up service scheduled so that we could provide the service in the backyard.
  On 12/14/22 ***** and I spoke and confirmed a follow-up service to be performed and that the billing would be placed on hold (not credited) until after the follow-up was performed and the backyard was serviced.
  on 11/28 The Follow-up services was refused and I offered a credit to cover the cost of the 11/28/22 ******** service. ***** agreed and as you can see from another attached document there was a credit applied to the account.
  
  We again made several attempts to contact *********************. Between 1/25/23 - 2/16/23, we sent 5 emails & attempted to call 6 times (the voicemail box became full within this time)
  
  On 2/16/23 ********************* then requested to cancel services via email. The email was replied to with a request to please contact our office as we have been trying to reach out about the balance & the cancellation. At this time I made several attempts to contact ********************* about the cancellation. I made a total of 3 calls, 1 emailed attempt and at this time I reached out to the sales rep ***************
  On 4/18/23 the services continued as the agreement stated and after having no contact confirming any fees to close the account. At this time the **** was performed on the exterior front of the home only due to a locked gate, The ******** services were rescheduled due to the locked gate and weather conditions.
  
  At this time ********************* again emailed with claims of Fraud and harassment so we proceeded with his request to close the account. As it is listed in the Agreed & ************** Agreement any discounts would be returned if the full year was not committed to.
  
  To close the **** Services, we need to collect the $100 discount
  To close the ******** Services, it is a minimum of $75 however we decided to lower this to the discount listed of $50
  Since there were services performed on 4/18/23 and no communication from ******************* to change this when he received the email 2 reminders on 4/14/23 at 10am and 1 emailed reminder on 4/18/23 or the call reminder on 4/14/23 to change this appointment.
  
  The last charge to ************** was on 10/31/22 for the service that was performed on 10/29/22. There have been no charges since October and there has been a credit applied to the account in January 2023.
  
  The total balance is $257.18 and it has been to a 3rd party collections agency at this time due to non-payment.
  
  I do hope all of this information helps, At this time we are not able to make any changes to the billing as it is already with a 3rd party collections agency.

• Initial Complaint

  Date:12/29/2022

  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.

  Reliant pest control knocked on my door and sold me a service at one price then changed the price. They only showed up one time. They changed the price of the service. I called 3 times to speak to them they did not return my phone calls. They then called 4 months later to tell me that there are two late fees and I owe them money. When I tried to cancel based on their decipt they told me that you cannot cancel without being charged and that I needed to stay in the contract that was switched for an entire year. These are deceitptful business practices and should not be tolerated by the government of *****.

  Business Response

  Date: 03/01/2023

  Customer Agreed to receive reoccurring services from Reliant Pest Management. *************** agreement attached)