Additional Information for White Knight Pest Control

In May 2024, BBB began contacting White Knight Pest Control to address the underlying issues of disputes regarding sales practice issues, cancellation, and service concerns.   BBB requested that the business respond with an outline of the policies/procedures, actions they are taking, and other efforts they have in place to help address and eliminate the underlying issues regarding these patterns.  

BBB files indicate that this business has a pattern of complaints wherein consumers allege they were sold with promises of no obligations and acknowledgement of signing a contract alleging they did not sign one but received acknowledgment of a contract. 

On May 31, 2024, BBB submitted a written request to White Knight Pest Control, encouraging them to address these patterns of complaints.  Based on the evaluation of the consumer complaints, BBB files indicated that this business has a pattern of complaints in the last 90 days alleging:
- Sold with promises of no obligation agreements.
- Receipt of acknowledgment of a contract without signing one.
- Failure to receive contracted services.

On June 10, 2024, the business responded by stating that they have put a policy in place where their technician does not service a consumer’s home unless there is a signed agreement and a payment account on file.   White Knight Pest Control included in their response their uptick in complaints is due to growth in adding 7 new offices in the last 3 to 4 months, Blitz sales teams selling in a specific area for a short time, and seasonal growth between April through September due to an increase of pest activity.  

White Knight Pest Control responded to BBB’s cancellation concerns stating only one complainant provided a 30 days’ notice. White Knight provides the option for consumers to receive their last service and are advised to immediately call to ensure that the 30-day written notice is given or to close their account immediately and pay the 30-day notice fee.

Regarding the pattern of complaints from consumers alleging non-receipt of services contracted White Knight Pest Control outlined they have four options for the customer.  

1) 30 days to make payment to allow time to fix the problem.

2) A Manager’s Visit – White Knight Pest Control will send a manager out to talk to the customer to get a full picture of the pest issue and to service the home.

3) Cameras on all service trucks.

4) 3 full-time auditors to review the camera footage and the service provided by White Knight Pest Control’s technicians.

White Knight Pest Control responded they have also implemented:

1) Conducting a welcome call to ensure that customers know and understand what they have signed up for expectations, and clear communication lines are open. 

2) Continue to conduct service audits with cameras on their technicians daily.

3) Continue to improve training with their technicians twice a week in person at White Knight’s office.

4) Continue to train in the field increasing this to 3x weekly with technicians with management supervision.

5) White Knight Pest Control has purchased communication software for their employees and sales teams can better communicate policies, procedures, updates, as well as any service or sales concerns that are general for the masses. 

6) 1x1 weekly meetings with technicians and office staff.

7) Scheduled executive meetings to discuss improvements.

8) Sales concierge meetings with managers that deal directly with sales reps. 

BBB will continue to monitor incoming complaints and review the file again to evaluate the outcome of the actions and steps White Knight Pest Control is taking to address the pattern of complaints.