ComplaintsforBerrett Pest HVAC and Plumbing

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Berrett uses a confusing business model. It states many things, such as a 99% Guarantee of no mosquitos. One thing that was not ******* clear is that you are billed for months in which they do not make an appearance at your home. These are the winter months. Three months they did not show up, and still billed me. This quote is directly taken from their agreement "Winter treatments are extremely important. Even though pests are not as frequently visible during the winter months, they are still there, and still able to reproduce. Avoid cancelling scheduled services during the winter months. It is important to continue treating during the colder months because pests tend to go further underground or deeper inside the walls to stay warm. Without winter treatments, it is more difficult to treat when the weather gets warm again." Awfully convenient to advise you to continue services without actively providing them. Avoid cancellation so they can charge you and not appear. At no time was it disclosed that they would not treat during those months. The service does not work. I had to call them back out to complete an additional service but instead decided to cancel due to being overcharged, uninformed, and them not fulfilling the agreement. They stated it doesn't matter that the service doesn't work because I got a good price, and I could have asked for additional treatments. I don't want to do business with a company that tells me it's okay to pay for a service that isn't provided while they actively encourage you to keep your subscription. I want a refund for the months I was charged but was not provided service and for the last failed month of May. That total is ******.

  

  Business response

  06/14/2024

  ****, I can clearly see that we let you down on the communication side.  I apologize for that.  Our mosquito season is from March through October because that is when they are active.  The part of the agreement that discusses winter treatments was a provision that was in our pest control agreement, and inadvertently was brought over into the mosquito agreement. We do have people call us during the other months, but it is rare with mosquitoes.  You have the option of paying per treatment, which is $99 per treatment over the 8 month season, or you can have the billing spread out over 12 months instead of 8 months.  This is the service you were on, where you pay $66 per month, but you pay over 12 months instead of just the months the treatments occur.  This is a convenient billing plan, and many customers like this because it spreads the cost of the service out over the year, rather than just for the 8 months of service.  It doesn't sound like this was explained to you.  Both options are available, and should have been explained when explained properly.  I am happy to give you a couple of months for free to make up for the miscommunication.  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Squirrel exclusion. Done 2022. Violated Dec 2023. Caught squirrel myself. Redone Feb 2024. Also damaged roof. Violated again Apr 2024. Warranty expired. They said had to pay for new inspection and exclusion. Cocky arrogant technicians, terrible work.

  

  Business response

  05/07/2024

  Thanks for allowing us to respond to the complaint.  I see that we did work over 2 years ago on openings where squirrels were getting into the home.  This lasted for two years, which was well beyond the warranty.  We don't have the ability to prevent squirrels from being in the area, and migrating from home to home.  I see we also did work recently, and we will come see what needs to be done with that issue.  The area has a long term issue with squirrels, so there won't be a quick solution that will last for years since squirrels are constantly trying to get in the home, and will find ways to get in by chewing through smaller openings.  I will have our manager ******* reach out to you to see what we can do with the new issue.

  Customer response

  05/07/2024

  I am rejecting this response because:   

  The businessresponse is UNACCEPTABLE.  More twisted truth.  Although their warranty is only 1-year, their work from 2022 did not last two years.  When their work was done in 2022, I asked about prevention and future occurrences, particularly after the warranty expires.  Their tech stated weve never had a reoccurrence after our work was done. The tech that inspected in Feb 2024 stated there is no prevention,only to call them back to do another inspection (at additional cost), but that shouldnt be needed.  The tech completing the work in Feb 2024, also stated there should not be any further problem.
  
  Quite a different story Berrett is telling now. Work done in 2022 didnt last. Work done in Feb 2024 failed within 45 days.  Now they say theres no way to solve the problem except to keep paying them to do work. Berrett offers to have a manager look at the new issue.  There is no new issue.  They same work, in the exact same area, has been breached twice.  Ive had to absorb the resulting cost of repairs to camera and HVAC systems.
  
  I dont want any further exclusion work from Berrett. I simply want to be refunded for the exclusion work already done.  I will go to another company to do any further work.  Thank you.

  

  Business response

  05/08/2024

  Thanks for sending this over.  We will take care of your home.  It is a different situation.  We have tried to call, and our manager ******* emailed you earlier today.

  Here is *******'s email:

  My name is **************** am the branch manager with Berrett Pest control. I would like to schedule a time when we can send out a tech to reseal the opened hole in the front eave and set a trap inside the attic. There are other options for sealing the opening. We have the option to use metal flashing to cover the opening. The metal flashing creates a better seal to keep squirrels out of the house but it runs the risk of squirrels chewing on and damaging the *****. Once squirrels get into the house they can be very aggressive when trying to get back in. The issue you are having does not happen very often but with squirrels it is always a possibility and we have updated our training to include that expectation when dealing with squirrels. The majority of our exclusions are for mice and rats we do not have issues with sealed openings being damaged. 

  Please let me know of a time when we can come out and take care of this for you. 

  Customer response

  05/08/2024

  I am rejecting this response because:   

  ********************,
  
  Thank you for your email.  From your own words, I have the following take-aways.:
  
  1.  Berrett does not have the expertise nor capability to provide satisfactory Squirrel Exclusion service.  Despite your advertising and my contracted work of 2022, you did not use an adequate means to seal the roof openings from intrusion.  Your other options (i.e., better options),should have been employed in your original work.  Before/After pictures from 2022 show openings were not completely sealed.  Before/After pictures from Feb 2024 show the same opening was breached Mar 2024.  Your success is primarily with rats/mice vice squirrels.  None of this was mentioned in any before/after discussion related to your work.
  
  2.  Berretts squirrel exclusion methods rely on likely failure risks.  Berrett comments reflect challenges with the squirrel population in my area, and acknowledge the likelihood of ineffectiveness of their work.  Berretts limited warranty (1-year) is consistent with expected failure, as opposed to other services which carry 3-year warranties. Berret acknowledges their squirrel exclusion success is more likely in areas with low squirrel, less aggressive squirrel population.  Redoing their inspections and sealing work (at customer cost), is *********************** only recourse.
  
  3.  Berrett Inspectors/Technicians lack knowledge and expertise to provide satisfactory Squirrel Exclusion service.  Berretts Feb 2024 Inspector stated there are no preventive measures the client can take for squirrel intrusion, other than to call Berrett when there is a problem. He even discouraged clients placing their own traps.  Despite this senseless advice, and with service not available for two more days, I placed my own trap and captured the intruding squirrel with a few hours. Additionally, the Feb 2024 Technician did not agree with the Inspectors findings; specifically, among others, methods for sealing roof exhaust fan fittings.  These roof fittings were subsequently damaged by the technician, and required replacement.  Berrett Inspectors/Technicians require updated training far beyond expectations when dealing with squirrels.
  
  Considering these issues, I have no desire for Berrett to conduct further exclusion work.  I have already paid for repeated household systems repairs (e.g., cameras, HVAC), and have contracted another exclusion service.  ************ uses metal and caulk exclusively,and carries a 3-year warranty.  Therefore,I simply want to be refunded for all squirrel exclusion work Berrett conducted,and I will make no further requests regarding the exclusion work.  I would like to resolve this as simply and amicably as possible, without any further escalation.

  Customer response

  05/15/2024

  More Information...Ive had another company provide exclusion service.  They discovered a large  roofline opening in the back of the house that your team had not previous addressed.  This was an active traffic opening which provided access to the attic along the entire rear roofline.  Pictures are attached. I sent the below email to BERRETT POC (*******************) as I had not yet heard any response to my previous email.  Note I did not include these latest pictures in the email to ********************.

  To: **************************************************************** <**************************************************************>
  Cc: '******************************** ********************* <*********************>
  Subject: RE: Berrett Pest Control Exclusion
  Importance: High
  
  ********************,
  
  Hope youre well.  I had not heard back from you.  To update, Ive had another company provide exclusion service.  They discovered a large  roofline opening in the back of the house that your team had not previous addressed.  This was an active traffic opening which provided access to the attic along the entire rear roofline.
  
  This confirms the likelihood that your team is poorly trained or lacks the skills to accomplish this work correctly.  This also borderlines on incompetence and/or negligence.  Potential fraud is also in the realm of likelihood.
  
  Considering all, I am willing to accept a refund for the exclusion services I paid you, which total $3302.25.  This amount includes the original exclusion and billing me twice for the exclusion of 2/19/2024, which was billed on 2/19/2024 and 2/27/2024.  Im just off the phone with **** (working from home, and accordingly, useless) conferring with ********, whom couldnt seem to figure this out.
  
  This refund amount is not only fair and reasonable, but pales in comparison to what I have already paid for resulting home repairs, and what I am fully prepared to pursue, should this be escalated beyond your agreement.  
  
  I look forward to your cooperation.  Thanks.
  
  *****************************
  ************
  
  

   

  

  Business response

  06/05/2024

  Thanks for reaching out.  When we came out this year, we only sealed up the active holes at the front of the home.  We won't be able to refund the money since work was performed.  If additional holes are needed sealed, we didn't charge you for those, and therefore we wouldn't owe any money on those.

  Customer response

  06/05/2024

  More Information...Berrett is completely wrong and only telling pieces of the story to serve their position.  I paid for a WHOLE HOUSE inspection in 2022. Berrett identified areas which required sealing, and serviced those areas.  After I found an area violated in Feb 2024, Berrett inspected the whole house , and serviced that same area again.  By Apr 2024, that same area was again violated.  In addition, another company found entry points Berrett missed 2022 and 2024; leaving entire back roofline open.  The original inspection and exclusion Berrett conducted in 2022, and all since then were inadequate.  I have added pictures of the areas Berrett missed not only during their complete inspection of 2022, also during their rework of Feb 2024  (Rear Roof Open 1 (05-13-24).jpg, Rear Roof Open 2 (05-13-24).jpg)

  Customer response

  06/05/2024

  Berrett is completely wrong and only telling pieces of the story to serve their position.  I paid for a WHOLE HOUSE inspection in 2022.  Berrett identified areas which required sealing, and serviced those areas.  After I found an area violated in Feb 2024, Berrett inspected the whole house , and serviced that same area again.  By Apr 2024, that same area was again violated.  In addition, another company found entry points Berrett missed 2022 and 2024; leaving entire back roofline open.  The original inspection and exclusion Berrett conducted in 2022, and all since then were inadequate.  I have added pictures of the areas Berrett missed not only during their complete inspection of 2022, also during their rework of Feb 2024  (Rear Roof Open 1 (05-13-24).jpg, Rear Roof Open 2 (05-13-24).jpg).  Berrett owes me refund for the inadequate work they had done since 2022, under warranty or not.

  Customer response

  06/09/2024

  I am rejecting this response because:   Berrett is completely wrong and only telling pieces of the story to serve their position.  I paid for a WHOLE HOUSE inspection in 2022.  Berrett identified areas which required sealing, and serviced those areas.  After I found an area violated in Feb 2024, Berrett inspected the whole house , and serviced that same area again.  By Apr 2024, that same area was again violated.  In addition, another company found entry points Berrett missed 2022 and 2024; leaving entire back roofline open.  The original inspection and exclusion Berrett conducted in 2022, and all since then were inadequate.  I have added pictures of the areas Berrett missed not only during their complete inspection of 2022, also during their rework of Feb 2024  (Rear Roof Open 1 (05-13-24).jpg, Rear Roof Open 2 (05-13-24).jpg).  Berrett owes me refund for the inadequate work they had done since 2022, under warranty or not.

  

  Business response

  06/10/2024

  We won't be able to do a refund from 2022 since that held for two years.  We are happy to figure out 2024 since that was recent.  Our manager ******* has tried to reach out to you. I will let him know to be on the look out for your call. 

  Customer response

  06/10/2024

  I am rejecting this response because:  Berrett is making false statements again.  The 2022 work did not last two years, it failed before Dec 2023.  ******* already contacted me and had nothing to offer except to escalate to the owners.  ******* has no refund decision authority.   The "owners" have refused a refund.  It should be clear Berrett is going in circles.  Nothing productive.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After two attempts speaking to *************************** with no success, this complaint is my only option. My first conversation resulted in **** telling me my wife was not telling the truth in saying ****'s technician relieved himself on our property. **** said he has video on his truck and there is no evidence of this occurrence. When asked if there are cameras all the way around the truck, **** responded in the affirmative. No he would not share his alleged video. My property video is conclusive and my wife would not make up this story. During the same conversation I advised **** that my initial call requested the technician bring a step ladder so they could go in my attic. We could hear a rodent up there. There was no issue with this request. Technician shows up, no step ladder. He used mine. **** said they do not go in attics. That would not have been a problem if I were told this fact but I was not advised. **** gave me a story as to why and I understand. I did not understand why the technician left a mess of my closet nor did he even fold the step ladder to return it. Just left it there. Dissatisfied with the events I called to cancel service. **** was in his truck and had limited access to my account but assured me the service would be cancelled and the $54.00 charge would be reversed.Saturday 4/27/24 at 7:03 AM I received a call from an automated out bound system telling my my account was past due. I called and was not given ****'s number or his email and was promised a return call Monday 4/29 AM. At 2:10 **** called me a he said the charge could not be waived as services were rendered. I challenged this as service was NOT rendered and he promised a month earlier to waive this charge. While **** remembered speaking to me is flatly stated the charge would not be credited.

  

  Business response

  05/07/2024

  I am so sorry this has happened.  Do you have the property video at your house so that I can see that?  **** has the video from our vehicles, and we didn't see anything, so I would like to get a copy of your video with a different angle because the employee is saying it didn't happen, and we don't want to just believe him, we want to be confident in what happened.  I want to be sure on an issue like this because we have high standards for our technicians, and want to make sure they are not doing anything like that.  I appreciate you bringing this to our attention.  We have gone ahead and removed the $54 balance in good faith.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sign a contract for 4 months I paid ****** and every time the workers come every two weeks to spray the kitchen. It's the only room that they spray.the roaches have been dead 3 times. Over. I told them to cancell the contract. They said to me that I am under co tract so I told them I will pY but the contrac is terminated they told me that because I am under contract so I have to pay I told. Them I don't want any one in my condo. They refuse to terminate. The contract till I let the workers In my home to spray the kitchen again and again. One of the workers refuse to spray any other room

  

  Business response

  02/07/2024

  Thank you for allowing us to respond to the situation.  The account has been cancelled, and no balance is owed.  We have done so in good faith.  If we can assist further, please let us know.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Berrett Pest Control come out to treat my house and spray exterior as well. The price quoted was $149.00 for one quarter.This company automatically charged my credit card for a second quarter that I did request. And insisting that I pay for one year Four quarters at $149.00 per quarter. I dont need their services for a year and should not be forced to pay.

  

  Business response

  09/07/2023

  We appreciate the opportunity to respond to this complaint.  Mrs ****** a one year agreement with us for service.  We have already provided a copy of the agreement ******.  Mrs also allowed us to come and treat the inside on the second quarter.  She then called in and complained that she had to pay for that service even though she had already received service.  She then charged back the credit card disputing the charge.  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THREE times they have failed to close the gate to my backyard. The first time my Great **** got loose and was almost struck by a car. Their response was "we will put it in the notes to be sure it doesn't happen again." The SECOND time all three of my dogs got out and a man tried to attack one with a shovel. It took us five hours to get him back and we found him by following his ****** footprints. AGAIN we were told "we'll put it in the notes." The THIRD time (June 1, 2023) all three dogs got loose and were 100 yards from a 4 lane highway when caught. Guess the response..."we will put it in the notes." Supposedly the branch manager was going to call me Monday (June 5th), that didn't happen. I do not think it is too much to ask for grown adults to close a gate, very simple task. Especially when they know you have pets living back there because they asked you to put them up for service. A triple oversight is completely inexcusable. I also think a "sorry, we will make a note" doesn't cover it after THREE times.I dont think it was too much to ask to refund the cost of ONE service call after youve failed to keep my animals safe THREE times.

  

  Business response

  06/07/2023

  ******, 

  I am so sorry that this has happened.  I contacted our manager and requested he contact you directly.  Please accept our sincerest apologies.  They are very good at closing gates, I have no idea how they keep leaving yours open, but we will explore how this occurred.  Please let me know if they don't get in contact with you.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a customer for more than 15 years and was so surprised to see this behavior from Berrett. Berrett Pest control had scheduled ** for a service call on April 5th 2023. The person came, parked in front of our house and left in 5 mins. I was on a call from my office and could see outside for reference. The same issue happened on Oct 25th 2022. When I called them on Oct 25th they said he left because it was about to rain. So he would show up the next day and do his work, which he did. This time around I did not call them immediately. In the evening of April 5th I got an email saying service was completed. I called back on Thursday the 6th to address the fact that the service was not done and spoke to a agent who said one of the managers (I have the names) would call back in 24 hrs. I waited till Tuesday the 11th but still no call.I called back on the 11th and spoke to Agent2. The Managers were not able to talk and they said wait 24hrs to hear back. On the 12th I called ******/4 and the Managers were still not available to talk and to wait for 24hrs. Still no Call. The agents I spoke to were very professional. It's the inability to escalate and have a manager address issues that's so disappointing.

  

  Business response

  04/14/2023

  ****, I am so sorry to hear this.  I am getting to the bottom of this, and I will make sure we get right back out there for you, and that we make sure it is handled properly.  I really appreciate you bringing this to our attention so that we can fix it.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Wednesday, December 14, 2022 I called this company to have someone come out and check my attic because I thought I might have animals that had settled up there. An inspector arrived at my house and looked around the perimeter. He told me that he could tell that I definitely have rats in the attic and that he could see that without checking the attic itself. He said the cost of 4 visits for trapping and removal as well as patching up the entry points would cost $758. I am terrified of rats, so I went ahead and had them put my card on file and scheduled the first visit for Monday, December 19th. On the 19th, an exterminator arrived and set traps in the attic and patched up the entry points. He noted that he saw a few tracks, but didn't see any droppings or urine so it's unlikely I had rats living in the attic. He scheduled another three visits and said he would be back on Tuesday, December 27th. I was charged for the full $758 after that first visit on the 19th. Between the 19th and the 27th, I didn't hear any noises in the attic. On the 27th, the exterminator checked the traps in the attic and confirmed that there was nothing in the traps. After that visit, I called the company and asked that they cancel the remaining visits and give me a refund for the trapping program that was not needed in the first place. I had to place several calls to their billing department and the inspector. On Monday, January 2, 2023, they called me back and told me they could only refund me $100. This company lied about the services I needed and then charged me for services that were never rendered. I'm happy to pay the price for the patching that was done, but I should be refunded in full for the trapping and removal services that were never provided and were not needed. I think they intentionally took advantage of me knowing that I'm a first time homeowner and they should refund me for the services that they didn't provide.

  

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/01/16) */ ******, thanks for reaching out to us. I will have our manager Tom reach out to you. we did in good faith refund what we considered work not performed. Tom will be able to discuss with you and make sure that we all agree. Consumer Response /* (3000, 12, 2023/02/14) */ After I filed this complaint and disputed the charge with my bank, I received a call from a Florida number. The man, Tom, claimed to be a representative of the company. He said he would send me a $300 check to help resolve the issue. I never received the check, and the company decided to instead refute the dispute I submitted with my bank. Truly unethical business practices. I have no choice but to follow up with my bank and submit consumer complaints to the Texas AG and FTC. Business Response /* (4000, 14, 2023/02/20) */ ******, I am glad to see you respond here. If you have already disputed it with your bank, you are asking for a refund. If we also send you $300, then you will receive more money back than what we had agreed upon. We either pay you back, or the bank pays you back, but we can't both pay you back. We disputed the claim with the bank because we had agreed to give you $300 back, not the additional amount requested. Tom attempted to call you so that you can remove the dispute with your bank, but we never heard back from you. Please call us so that we can resolve the issue. You can call our office and ask for Troy, we will get it resolved, but only if the amount disputed comes back to us so that we aren't paying both. Consumer Response /* (4200, 16, 2023/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your message. I disputed the charge with my bank on 1/12/23, 5 days before I was contacted by Tom. I had tried to reach out to your company before 1/12, but I was told they could not give me a refund for the trapping services. They told me they could only give me $100. When I spoke to Tom on 1/17/23, he told me he would send a $300 check in order to refund me for the services I did not receive. After we spoke, he also emailed me a quote that outlined the cost of the service. That was the first time I received a copy of the quote from your company, and the first time I saw the charges outlined. The dispute with my bank was closed on 2/13/23, and the money was not refunded or credited back to me. I also never received a check in the mail. As of today, I have given Berrett Pest Control $657.75 to add a mesh patch to my roof (exclusion). I also discovered in early January that I was misled by your inspector and did not have, and never have had, rats in my attic. If it is your intention to actually give me a refund, please confirm in writing. Business Response /* (4000, 18, 2023/02/22) */ That is good to know. Yes, we have agreed to give you a $300 refund, but the dispute came back at the same time, so we didn't want to give you both back. I will have **** reach out to you, and I will have Troy go in and confirm that the chargeback didn't go through. If we can confirm that it is finalized, then we will send you the $300 back just as was promised prior.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/11/2022 paid $162.38 for a yearly exterior fire ant treatment service for my property. They said they would prevent fire ants for a full year for that price. They completed a treatment for fire ant mounds around 9/9/2022 and on 11/3/2022. They missed treating some fire ant mounds and came back the next week and sent a note stating I would have to pay for additional "Top Choice" treatment on 11/9/2022. I said that I do not wish to pay for another treatment of Top Choice..., but would request they handle new mounds as identified. Shortly after that I found another mound and requested they treat the mound found. Although a new treatment was scheduled for Nov. 12, 2022, no one arrived. I called back on three separate occasions over the next three weeks and still no additional treatment. I think this yearly treatment of Top Choice was not properly applied to the yard and missed some area especially at the edges of the property near the fence and near the street. I would like them to honor their guarantee to keep fire ants off of my property for the full year or refund my money.

  

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/06) */ *****, thanks for letting us know about this. I will have one of our managers reach out to you.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attached.

  

  Business response

  02/16/2023

  Business Response /* (1000, 5, 2022/11/21) */ *****, thanks for bringing this to our attention. You had set up regular service with us on a quarterly basis. The treatment schedule was quarterly, and the billing schedule was monthly. The amount paid was broken up into a monthly amount instead of a quarterly amount. We come and treat every 3 months, but with the billing it is monthly instead of quarterly. It is the convenient billing plan. We have it on the agreement as well as it was explained when we spoke with you over the phone. We only did a 4 month agreement with you, whereas most companies do a year long agreement. It really was a good option for you.

*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. ↩