Complaints

This profile includes complaints for Kindred Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kindred Pest Control

  2501 Central Pkwy Ste C1 Houston, TX 77092-7701

• 

  Kindred Pest Control

  12500 Barker Cypress Rd Apt 15107 Cypress, TX 77429-8337

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  Kindred Pest Control

  13464 I And Gn Rd College Station, TX 77845-3323

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  Kindred Pest Control

  13464 I And Gn Rd College Station, TX 77845-3323

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:02/24/2025

  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.

  on 02/22/25 I contacted Kindred to cancel service. They told me that my 1 year contract included a 5th quarter. Who knew that 1 year had 5 quarters. So when I was informed that I had to pay for an additional quarter or pay a cancellation fee it only made sense to pay for the 5th quarter. During our conversation my phone died. Instead of contact me directly to confirm cancellation Kinder took it upon themselves to charge me a $160 cancellation fee. When I called them the next morning they refused to refund me the cancellation fee instead they would credit my account for the next quarter. Outrageous!!! They just charged me my quarterly fee on top of a cancellation fee with 1 week of each other.

  Business Response

  Date: 02/24/2025

  Thank you for bringing your concerns to our attention. We do apologize for any inconvenience caused. We want to ensure all of your concerns are addressed. 

  
  On February 20, 2025, you were charged for the service provided on February 19, 2025. When you contacted us on February 22, 2025, to cancel your service, we clarified that your one-year agreement included a total of five services: one initial service and four quarterly services. Since the fifth service (the last of the four quarterly services) is still part of your contract, you would need to either pay a cancellation fee if canceling before the completion of the contract or pay for this service after its rendered.

  
  During our call, the phone connection was lost. We made several attempts to contact you but were unable to reach you for clarification. After waiting two days, we applied the cancellation fee in accordance with your contract.

  
  To address your concerns, we have processed a refund of $31.18 to your account on 02/24/25. This refund relates to the excess amount from your last payment for the 5th quarterly service, which is scheduled according to the contract for May.

  
  We truly empathize with your frustration regarding this situation. We know how important these matters are to you, and we appreciate your understanding as we try to resolve it. Please know that we attached a copy of your service agreement for you to review. If you have any more questions or need additional assistance, please feel free to reach out to us. Were here to help.

   

  Kindred

  
  

• Initial Complaint

  Date:02/19/2025

  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.

  Kindred performed service at my residence but missed several things. when I tried to cancel they said I would have a cancelation fee of ****** which I did not know it was a contract.

  Business Response

  Date: 02/22/2025

  Thank you for the feedback and sharing your concerns. We sincerely apologize for the inconvenience caused by the missed items during the service and the misunderstanding regarding the cancellation fee.
  
  We understand that you were not aware of the cancellation fee, and we completely empathize with your frustration. We value your business and want to ensure that you are satisfied with our services. Wed be happy to further review your situation to see how we can resolve this in a fair manner.
  
  Please allow us a moment to check the details of your service and cancellation terms. Well follow up with you next week and in the meantime, feel free to reach out if you have any additional questions.
  
  Thank you for your patience, and we look forward to working with you to resolve this.

• Initial Complaint

  Date:10/15/2024

  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.

  Kindred pest control is deceitful, they’re goal is to prey on the middle class. A lady came to my home and explained all the wonderful benefits of the pest control service and how the chemical was vegan, pet friendly, and not harmful to plants. She said they can sign me up for service and the intial price was 50 bucks. They came out and serviced both the interior and exterior. I noticed my pest issue remained the same after treatment and the chemicals caused my beautiful green grass to die. I reached out to the company and advised them of my issue and that I was thinking of canceling. They explained to me if I were to cancel I would have to pay full price of services roughly 400 plus the remainder of contract. I was appalled as the sales rep never explained this she just had me sign something from her phone to initiate services. The manage begged for a opportunity to make it right since then they have come out more than 3 times and the same issues remain. They sent me threatening texts after I refuse to pay due to constant rework. They said they would place a mechanical lien against the property if I don’t pay balance. This company gives outside sales reps a bad reputation. I feel like I have been good winked and would recommend you stay far away from this company.

  Business Response

  Date: 10/16/2024

  We apologize for the negative experience you had with Kindred Pest Control. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  
  First, we want to assure you that our products are family and pet-friendly, derived from the chrysanthemum flower and used safely in hospitals and daycares across the country. We understand the importance of protecting your home and lawn while effectively addressing pest issues. If you have further questions about our product safety, please don’t hesitate to reach out or visit our website.
  
  We recognize that dealing with pests can be frustrating, which is why we offer a reservice warranty. If you are still experiencing issues, we encourage you to request a free revisit. We strive to schedule this within 24 hours to ensure your concerns are addressed promptly.
  
  Regarding the cancellation of your contract, we apologize for any misunderstanding. Our service agreement clearly states that if a customer chooses to cancel before the contract's completion, any discounts applied must be reimbursed. The balance owed at the time of cancellation was $74.69, and an additional $160 for the service agreement cancellation, totaling $234.
  
  We are truly sorry to see you were not satisfied with your experience with your sales rep. The service agreement was signed on 07/1, and the welcome letter was sent on 07/2. Please know we also provide a copy of the contract via email for review. Additionally, our welcome letter reiterates the contract details, including the 12-month commitment and cancellation terms.
  
  Regarding the messages you received about payment, we sent multiple reminders via text and email, allowing 30 days for payment without late fees. As per our agreement, accounts may be sent to collections after 60 days of non-payment.
  
  We truly regret that our service did not meet your expectations. If you would like further assistance or to discuss your concerns, please reach out to us directly. Your satisfaction is our priority, and we hope to resolve this matter to your satisfaction.

• Initial Complaint

  Date:10/15/2024

  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.

  Tried to cancel my contract early. Since it would more expensive to cancel, I finished out the term of my contract. I was told my account would be canceled in June. 3 months later they continue to bill. I have called several times to speak to a supervisor and they tell me one will call me back. Now they have charged without my authorization to my account

  Business Response

  Date: 10/16/2024

  At Kindred Pest Control, your feedback is invaluable to us, and we are committed to enhancing our services based on your experiences. We sincerely apologize for any inconvenience and we want to assure you that we strive for the highest level of customer satisfaction.
  
  After thoroughly reviewing your account, we understand that you requested to cancel your contract on January 30th. During that conversation with our account manager, you opted to continue with the full year of service, indicating your intention to conclude it upon completion.
  
  On June 3rd, you made another request to cancel the service. Our account manager reached out to you on June 5th but only reached your voicemail. She subsequently sent a text offering to reduce your recurring charge to $119, which you accepted shortly thereafter. As a result, your account was reinstated, and we advised you in writing that a service scheduled for June 10th would complete the contract and that appointment was completed with your signature.
  
  We also want to clarify that no further cancellation requests were made after June. As per our policy and as we advised you, that customers need to notify us directly if they wish to discontinue services. Since we did not receive any additional cancellation notifications, your account continued to receive appointments.
  
  Please note that the two recent services or appointments were pre-notified and you message to perform it and requested specific treatment areas, then those were confirmed by your signature, indicating that the service was completed, as a matter of fact, you gave the tech on September a 5-star review. 
  
  Again, we truly apologize for any misunderstandings and appreciate you bringing this matter to our attention. If you have any further questions or require clarification, please don’t hesitate to reach out to us directly.

• Initial Complaint

  Date:09/16/2024

  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.

  Someone came to my door, great sales pitch (all the tactics, all the lines) and great description of services offered/to be performed. Not performed at alltold if any concerns to call-called. They will not call back. Emailed multiple times, no response. Continue to receive texts informing me of next services, unable to text back to working line. This is a fraudulent operation and company. No way to make them honor their guarantee as they will not answer, not respond. Do not use!!!

  Business Response

  Date: 09/17/2024

  We sincerely apologize for the negative experience you've had with our company. We understand your frustration and want to assure you that we take your concerns very seriously.
  
  We regret that the service did not meet your expectations and that you've encountered difficulties in communicating with us. We are actively working to resolve the issues with our email platform, which has unfortunately impacted our response times.
  
  Our records indicate that your call attempt was made on a weekend, which is outside of our regular business hours (Monday through Friday, 9 AM to 5 PM). We apologize for any inconvenience this may have caused.  If you are unable to reach us during business hours, you can leave a detailed text message, and we will respond as soon as possible.
  
  We have also reviewed your email request to cancel your account. We acknowledge that the email platform issues may have affected your ability to reach us, and we sincerely apologize for any inconvenience this has caused.
  
  Regarding the text messages about upcoming appointments, we have no record of any requests to reschedule or cancel. We always send out notices to confirm appointments and ensure they meet your needs. If you need to reschedule or cancel, you can simply reply to the text or call us, and we'll gladly accommodate your request. We understand the importance of flexibility and strive to offer appointment times that work for you.
  
  We value your business and are committed to resolving this situation to your satisfaction. Please do not hesitate to contact us during our business hours so we can address your concerns directly.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Kindred Pest continues to send me reminders for service, billing, is asking for a $160.00 "refund fee" for the first service although the guaranteed services were not completed. I continue to only recieve text messages from them. I have received a call from a man named *****, once, who was clearly an offsite "customer service" personnel who was difficult to understand and repeatedly told me he understood, however could not help me resolve my issue. I have been told to await a call from a "the manager her name is ******* (see texts screenshots in zip attachment). I have not received a call to my knowldege, or at least not a voicemail. I asked for the number she would call from so I could add it to my phone (as I will not answer repeated calls from unknown numbers - nor if someone will not leave a message to let me know who they are and how to reach them). I have not heard anything from anyone named ******* nor futher from Kindred other than billing related texts and emails. I did leave a VM on a weekend after trying to reach a live person several times previously. 

  A basis of the selling point is "just call, we will come out at no charge" if there is a concern or problem, however there is no one that answers or responds that actually seems to have any ties to this "family owned business." 

  My yard was not treated at all the first service. which was the major selling point for me given all of the insects I was shown would be treated for (which would require several different chemical sprays and or granules when I do this myself as usual). I am now asking for a refund entirely and certainly do not feel charging me to refund this company for a job they did not complete makes any sense. 

  I expect a resolution and to speak with a real person if Kindred is not willing to count their losses with me. I believe this is likely a near full-level scam operation underneath the iniital presentation of a "family owned" pest control service.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/24/2024

  We understand your frustration regarding the recent service and communication issues with Kindred Pest. We apologize for any inconvenience or misunderstanding that may have occurred.
  
  We want to assure you that we take your concerns seriously and are committed to resolving this matter promptly.
  
  Regarding the refund fee, please know that as outlined in your contract, a reimbursement fee is applicable if the customer cancels before the contract's completion. We apologize for any confusion this may have caused.
  
  We also understand that our account manager has been trying to reach out to you to address your concerns. Unfortunately, there was no answer, so a voicemail was left.
  
  To ensure a more timely resolution, please contact us directly at ************ between 8 AM and 6 PM Monday to Friday. We are ready to assist you and find a satisfactory solution.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I did return the call to the manager, spoke with her at length. My complaint stands. 
  

  I was told that they would come reserve for free, but would not allow me to exit the plan as the work promised was not completed. Additionally, I was told I will still have to pay $160.00 to get out of the contract despite the job not being done at all as advertised. 
  

  This company blamed me for not knowing to text them - I was told to call by the sales *** if I had any concerns, need for help or retreatment - I emailed multiple times also as I usually work the entirety of their office hours. I did not get any response until I contacted the BBB, then suddenly Kindred was trying to reach me. Yes, I did receive a voicemail and called when I was able to call during their business hours and spoke to the manager, *******. 
  

  I was told I could reach out if f I was having problems, it took me filing a complaint to get any response from Kindred despite leaving a voicemail for them as well and sending multiple emails to the email address on their website and brochures. I tried ***eatedly to get in touch with them before filing a complaint - the complaint led to them finally communicating with me. 
  

  so, my experience is that this company will sell you a deal, then not do the work, then not respond when you bring it to their attention that there are concerns and ask to cancel any further services. Then, they hit you with the message that you will need to pay $160 to cancel any future services, and the guarantee that they will come back out and provide further service if there are any issues means nothing until someone such as myself gets their attention by going through the Better Business Bureau. This is highly concerning, and in my opinion is evidence of an unethical and bad business model , which has no concern for providing the services that they offer and ***ortedly guarantee, much less any concern for their customer.

   

  , which has no concern for providing the services that they offer and ***ortedly guarantee, much less any concern for their customer.

  One additional point, I was told by the sales *** that they would treat my attic in my home as well. So after speaking with the manager, who told me my only option was to get a free retreatment the tech advised me that he was not able to treat the attic because it was above, his head. Maybe Im unfamiliar with what an attic is, or maybe this is yet another misleading and miss on his sales tactic, however, Im not aware of attics that arent above ones head generally speaking unless were talking about crawlspace areas. The sales pitch and sales person ***orted my attic would be treated. again, this is simply evidence of being sold lies in my opinion.

   

   Again, this is simply evidence of being sold lies in my opinion.

   

  I am requesting that Kindred Pest do the right thing and allow me to cancel any future services or charges and take responsibility for the fact that they did not provide what I was told I would receive. Having to pay them to cancel services as a result of the services I was told I would receive not taking place is my rationale for my complaint and request. 
  

  this company is wanting to hold me to something when they did not provide what I agreed to purchase. These are the facts of the situation and these are the facts that remain.

   

  thank you for your consideration to the BBB. 
  

  to Kindred - I encourage your leadership in your family owned business as I was sold on to do the right thing as business owners and managers in a service industry. Family owned businesses do not operate this way - or is it possible your sales woman fed me more lies when I was told what was offered, guaranteed, and the nature of the Kindred Pest business? 
  
  
   

  
  

  Business Response

  Date: 10/07/2024

  Thank you for reaching back. We appreciate the chance to address your concerns and clarify the issues you've raised.
  
  We apologize for the communication challenges. We understand how frustrating it can be and acknowledge that our response time did not meet your expectations. As previously mentioned, we had significant issues with our email platform, which have now been resolved. This problem affected our ability to receive and respond to customer emails promptly. We have taken steps to ensure that we capture all customer communications, even during technical difficulties.
  
  Regarding your attempts to reach us by phone, our records show that you called on a Sunday (09/15) when our customer service team is unavailable. Our phone assistance hours are Monday to Friday, from 8 AM to 6 PM. We apologize if this information was not clearly communicated.
  
  We understand your frustration about the attic treatment. The technician's failure to treat this area as promised is unacceptable, and we take full responsibility for this oversight. To rectify this, we would like to offer a complimentary retreatment of your entire property, including the attic, performed by one of our lead technicians. Additionally, we will conduct a comprehensive inspection to ensure that all areas are treated properly as initially promised. A follow-up call from our customer service manager will also be made to confirm your complete satisfaction with the retreatment.
  We understand your concerns regarding the cancellation fee for a service you feel was not fully delivered. However, this fee is a standard part of our service agreement. While we cannot waive it, we are committed to ensuring that you receive the full service you were promised.
  
  As a family-owned business, we take pride in providing quality service to our community. Thank you for your understanding and patience as we work through these issues together. Please feel free to reach out directly so we can assist you further at ************ between 8 AM and 6 PM, Monday to Friday.

• Initial Complaint

  Date:09/16/2024

  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.

  Good Afternoon. Want a reason to not use these people. Well, I can help. I hope this helps everyone. Number one thing. Cancel fee for bad services. Two- Rude Customer Service. 3 Service techs don't not care what they spray and don't spray. Techs run their own hours, if they show up a hour or hour & half earlier than scheduled. Lets say you wanna be there because they didn't do a great job before. They will just leave and tell you to schedule it a different day. I for one have had nothing but issues with them. I have had more pests and more issues at my home than prior to the services. But honestly the main reason I would avoid this company are the bad business tactics. We have paid at least about 160 for more ants. They haven't went into the back yard to spray for pests. The main reason for this review is to warn people of this DISHONEST company. I would choose a smaller more ethical company to deal with. Not these people with subpar techs and very subpar customer service. Thank you, This will be posted on all review sites. I hope the 310 dollars was worth it.

  Business Response

  Date: 09/17/2024

  We value your feedback and are committed to improving our services. We recently reviewed your complaint and want to address it appropriately. Please accept our sincere apologies for the inconvenience you experienced with our services.
  
  We are sorry to hear that you were surprised by the fee. As stated in your service agreement, any discount will need to be reimbursed in the event of a premature cancellation.
  
  Regarding the unresolved pest issue, we want to assure you that we take pest control seriously and that it is our priority to ensure that your home is pest-free. We will personally oversee a comprehensive review of your account so we can improve our performance for our current and future customers. Also, with regard to scheduling or following the appointment timeframe, we will take immediate actions on this.
  
  If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out to us.

• Initial Complaint

  Date:08/19/2024

  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.

  First part of June they completed a first treatment of the outside of my house for pest control. I was told when signing the contract for a years worth of service they would be out one month to follow up to insure eggs and larvae (etc) would be eliminated. I had to call when they didn't schedule the followup and they said I wasn't due until August regardless of what the contract and brochure said. Called the original *** and even though she fussed, she got me scheduled for the mid July. Hurricane hit and I was bumped back to August again. Technician shows up but only let's me know he is sitting in his car waiting on me. I go outside to unlock the back gate for him and he has me sign his phone so he can complete the service. He was on the property less than 5 minutes and did not complete the service as described. Received an invoice for $117. He did try selling me additional flea traps but that was already included in the service?! Bug activity increased dramatically after he left and they weren't dying as promised. Spent almost $1,000 on vet bills for madserated flea bites and infections, and additional treatments to get rid of the fleas (outside, inside, and for the dog), not to mention the time away from work to fix everything they were being paid to do. Called to cancel 8/19/24 and they said they were not in breach of contract regardless of what was in print and si ce I was happy with the first treatment the cancellation fee was the remainder owed for the initial visit at $190 or I could not cancel. They charged my card before the phone call ended. They would not let me speak to their supervisor or anyone else, so I am just giving them money for nothing. And they still have my card info on file.

  Business Response

  Date: 08/21/2024

  We understand your frustration with the delays and service issues you experienced, and we sincerely apologize for any inconvenience caused.
  
  We want to clarify that while our contract states a one-month follow-up, scheduling is subject to route availability, typically within ***** days. We regret the delays in your case and are working to improve our scheduling processes.
  
  Regarding cancellations, while you can request to cancel anytime, the contract stipulates reimbursement of any initial service discount if canceled for any reason. We understand this can be frustrating, but it's essential to maintain transparency about our terms. We have attached a copy of your contract for your review.
  
  Your satisfaction is our top priority. We encourage you to report any service issues so we can address them promptly at no extra cost. We also want to clarify that while fleas are covered under our service, indoor infestations require a separate package, as detailed in the agreement.
  
  We appreciate your feedback and are committed to improving our services. Please don't hesitate to reach out to us anytime at ************ or via email at ************************************* if you have further concerns.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  For charges paid  but the services not rendered outside the house (hence the flea infestation)?
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  **** *****
  
  
   

  
  

  Business Response

  Date: 08/26/2024

  We appreciate you reaching out again. We understand your frustration about the flea infestation and the charges paid. However, we must reiterate that the outdoor service was completed as per our records. While we empathize with your situation, we cannot issue refunds for services rendered. 
  
  We want to clarify again that our standard pest control service focuses on exterior treatments to prevent infestations from entering your home. While this helps control fleas outdoors, it doesn't address indoor infestations, which require a more comprehensive and targeted treatment plan. This distinction is outlined in our service agreement. 
  
  Unfortunately, due to unforeseen and uncontrollable circumstances caused by the natural disaster that impacted *******, our scheduling, operations, and availability were heavily impacted. We understand this may have contributed to the delays and service issues you experienced, and we sincerely apologize for any inconvenience caused.
  
  We apologize for any confusion caused by this. We encourage you to consider our indoor flea treatment option to address the current infestation and prevent future occurrences. 
  
  Thank you for your understanding. We value your feedback and are continuously working to improve our services. Please don't hesitate to reach out if you have further questions or require assistance with the indoor flea treatment.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I am not going to muddy the waters with topics Kindred Pest Control is trying to express that are not part of the original complaint. However, on a side note - I have specifically stated from day one Kindred Pest Controll will NOT enter my home at any time and only outside treatment would be necessary. I never had a problem with pests inside, nor on my pet until Kindred Pest Control took over the outside treatment...and we all know the fleas originate from outside!

  Let me break it down by order of operations for a service I was willing to pay for, but DID NOT receive of which they collected on anyway.

  ***** knocked on my door to sell me the service during working hours. Told at the time of signing a follow-up treatment would occur about 30 days to rid of any hatching cycles, but give it around a week leeway for the bugs to react. First treatment happened two days later on June 6th (also during working hours- he showed up a few hours early). Tech sent a text to let me know his arrival AND knocked on the door to let me know he was there. He walked me through everything he did (saw everything on security cameras so I know he was honest) and I signed his work order. Never received an invoice for that treatment.

   Thirty days starts rolling around and I haven't heard anything about a follow-up treatment as stated. So i called and spoke with ***. She said I was scheduled two months after the original treatment and would be every two months after. I asked about the follow-up treatment and she said they have 40 days to complete that, but my next scheduled appointment wasn't until well after the ******************** the contract. No offer to fix the the mis-scheduled appmt..just an attitude that was the only fact and nothing could be done about it. So I called ***** back and asked her about the follow-up treatment and what I was told by ***. She told me to call back and get it straightened out, but that isn't my job! ***** called and got the follow-up treatment rescheduled appropriately. Please note if the original follow-up treatment had been scheduled correctly in the first place, we probably wouldn't be having this issue at all. Please also note that natural disasters are not mentioned in the contract so that burden still falls back on Kindred Pest Control-NOT the customer. Additionally this is where ********************** has fallen short on honoring their contract!

   Well after Hurricane ***** hit ******** I FINALLY hear from Kindred scheduling the second treatment- closer to the original two month scheduling. The bugs and fleas are already rampant at this point so of course I want the treatment!

   I received a preliminary text from a different technician stating when he would come by. The day of service comes and the tech sent me a text saying he is here at my house. I am working and do not receive the text for quite a while afterwards so he sat on his truck the entire time. NEVER approached the front door, knocked or rang the bell. I see the text and run outside to tell him I have been here and to unlock the back gate for him. I had to get back to work and trusted he was going to provide the service I was paying for. He had me sign his workorder before he even started the work. I glanced out the window a few moments later (less than 10 minutes) and he had already left! I checked the security cameras and he barely sprayed the outside perimeter of the home (never did the front porch or door area - right in front of my office), did not do anything about the seep holes or the yard! I finally received the invoice for that treatment and called when I had a moment.

  At this point I am beyond frustrated for the lack of service all the way around from this company. I don't have time nor the resources to pay them to do their jobs for them, or to babysit to insure they do their jobs appropriately. Needless to say I called to cancel their service, where I was also met with more bad attitudes. I initially spoke with *** again and she asked why I wanted to cancel. When I started explaining everything all over again she yet again mentioned they had 45 days for the follow-up treatment completely ignoring the fact that they were way past that. Ultimately she said she would have to transfer me to my account *** to close out the service. So I had to explain myself all over again. Not only was she also hostile (everyone I have talked to from the beginning seems hostile), but she said they could send out a different *** in rhe future...of course I would be billed again. I told them i do not want them on my property anymore and to cancel the service. She prompty billed my card an additional $190 before I could hang up. This was the "remainder of the first treatment provided" that had to be collected before the account could be closed. BUT it's still okay for them to be in breach of contract and not fulfill their services?

  I know it's not illegal to have bad attitudes, and terrible customer service or overall service for that matter, but a word to the wise - your customers are your bread and butter if you want  the business to succeed. I also happen to know you can provide refunds to unsatisfied customers for services unrendered and breach of contract (well past the 45 days).

  Rest assured, BBB is only the first approach to a resolution...and a refund will be a far cheaper route for Kindred Pest Control.

  Regards,
  **** *****
  
   

  
  

  Business Response

  Date: 09/13/2024

  We would like to start by apologizing for any inconvenience caused by misunderstandings regarding your service agreement, scheduling, and the general terms outlined in our contract. We understand your concerns about customer service, and we want to assure you that we take them seriously. We make sure that all our customer relation specialists are well-trained to handle concerns adequately, offer solutions, and provide clear information to ensure a smooth experience. To maintain quality, all interactions within our customer service department, including phone calls, emails, and text messages, are recorded and reviewed. We appreciate your feedback and have carefully reviewed the phone call with our CRS, taking note of all details.
  
  We identified a confusion regarding the scheduling. According to your account, the signed contract, and the signed service records, your initial service was performed on June 6th. As stated in the agreement, the follow-up treatment to break the egg cycle should occur within 45 days of the initial service. However, due to Hurricane ***** and the resulting power outages, our office was not operational, causing delays in some service routes. While the contract states that we cannot be held accountable for unforeseen and uncontrollable circumstances, Force Majeure: Kindred shall not be liable to Customer for any failure to perform or delay in the performance under this Agreement attributable in whole or in part to any cause beyond its reasonable control and without its fault or negligence, including but not limited to acts of God, fires, floods, earthquakes, strikes, unavailability of necessary utilities, blackouts, government actions, war, civil disturbance, insurrection or sabotage. we understand the importance of maintaining a consistent schedule for effective pest control. As a solution, we offer a re-service warranty, allowing customers to request a free visit if the service did not meet expectations or if there has been no improvement.
  
  Regarding the cancellation of your agreement, please note that, as stated in the contract, "This service agreement shall be continued for a minimum period of twelve (12) months according to the dates and pricing listed above. If for any reason, at any time, the contract is cancelled before its completion, and after the initial service has been performed, the customer agrees to reimburse any discounts received on the initial service." We apologize for any confusion or misunderstanding regarding this clause.
  
  Concerning the follow-up service not meeting your expectations, as mentioned earlier, we have a re-service warranty and a strict company policy regarding service quality. Any reports of technicians not performing their duties appropriately are taken very seriously. After reviewing the recording with our account manager, we understand you were offered a free revisit, which you declined, opting to cancel the service instead. In your review, you mentioned, "of course I would be billed again," while our account manager clearly stated it was a re-treatment policy, offering a free service visit. While we always strive to offer a resolution, we cannot obligate customers to continue our service if they choose not to.
  
  Regarding your flea issue, please note that although our service covers fleas located outside the house, we cannot take responsibility for and treat fleas located inside unless you have the indoor flea treatment package. This is clearly indicated in our service offerings and on our website as a specialty package, as indoor flea infestations require a more extensive treatment approach. We apologize for any inconvenience this may cause.
  
  Regarding the cancellation process, customers are directed to an account manager who reviews their concerns and assists with the cancellation. We understand this may seem inconvenient, but it's a necessary step to ensure we can improve our services and that everything is handled appropriately for both parties.
  
  Please also note that no dates of appointments, the signed contract, or billing details were mentioned in your review. We will attach these documents to ensure you have access to our records. We genuinely appreciate your feedback, and if you have any further concerns, please don't hesitate to contact us.
  
  Sincerely, Kindred Pest Control

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Kindred Pest Control:

  You obviously have not read the initial complaint regarding scheduling, because you would realize I was originally scheduled by Kindred over TWO months after the original visit where customer service told me the next appointment would be in August...period. That is what you will hear on your recordings. I had to call the sales rep ***** call you back and get the follow-up rescheduled BEFORE the 45 days was up. I seriously doubt you have that conversation recorded considering she is in relation to you and helping your business. 

  As for hurricane ***** delays; once again due to Kindred's inability to properly schedule the 45 day follow-up this probably wouldn't have even been an issue in the first place or after ***** had to  reschedule it for me. However, hurricane ***** ****** of service doesn't fall on me, it falls back on Kindred. I wasn't even contacted for weeks after hurricane ***** and with no prior notice of service either. Considering Kindred hadn't canceled that appointment before ***** this yet again wouldn't have become an issue. And College Station had power a few days after hurricane ***** (which I the location I signed up with Wedi in the first place)! The world or your paying clients shouldn't have to work around Kindred's schedule, or lose their own income completing your jobs while meeting consistent resistance.

  As for offering to have another technician come out for free  - the free part was never offered on the phone. And you obviously don't take your technicians inability to complete their jobs appropriately that seriously either since you have resisted my claim up until I mentioned the security footage I have. AND you were more than happy to charge me FULL price for "services rendered" despite all the complaints and calls when I called to cancel your services.

  I am done listening to Kindred trying to wordsmith rebuttals from a written piece of paper they are not honoring in the first place. That speaks mountains about Kindred's lack of customer service and business as a whole. All I asked for was a refund of services NOT rendered. I did not ask for reimbursement for all the time I lost at work dealing with Kindred's issues, vet bills, or required re-treatment of yard, or any other time and materials I have lost because of Kindred. Moving forward I wouldn't expect stellar reviews for your business.

  
  Regards,
  **** *****
  
   

  
  

  Business Response

  Date: 10/01/2024

  Thank you for reaching out to us regarding your concerns. We genuinely appreciate your feedback, as it helps us enhance our customer service experience.
  
  We sincerely apologize for the inconvenience you faced with scheduling. We understand how frustrating this can be. Please rest assured that all communications within our customer service department are recorded and monitored to ensure the highest quality of service. After reviewing our records, we acknowledge that there may have been some confusion regarding your appointment dates. Our customer relations specialist aimed to provide clarity during the call, and we regret that the interaction did not feel welcoming or helpful. Your feedback is invaluable, and we will use it to improve our customer relations approach.
  
  Regarding the delay in service following Hurricane *****, we want to clarify that our office experienced temporary inactivity due to the storm's impact. As outlined in our service agreement, we cannot be held liable for delays caused by circumstances beyond our control, including natural disasters. We understand that some areas resumed operations quickly, but our ************** faced significant challenges during this time. We appreciate your understanding in this matter.
  
  Concerning the free reservice offer, our records indicate that our account manager communicated no additional charge. We apologize for any confusion surrounding this information. Our reservice warranty is designed to ensure customer satisfaction; if a revisit is necessary, we typically respond within 24 hours. While it is not mandatory to request a revisit, we encourage customers to do so if they have concerns. Please also note that our service prices are based on outdoor treatments, with additional services such as attic or garage treatments provided at no extra cost when requested by the customer. According to our records, the outdoor treatment was completed as agreed, and the invoice reflects this.
  
  We regret that our service did not meet your expectations. Please be aware that if a contract is canceled before completion, customers are required to reimburse any discounts applied to the initial service without exception.
  
  If you have further concerns or would like to discuss this matter in more detail, please dont hesitate to reach out at ************ between 8 AM and 6 PM, Monday through Friday. We are here to assist you.

• Initial Complaint

  Date:08/15/2024

  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.

  **** at Kindred pest control came to our house. Soliciting his business trusting their service. Not knowing he was going to be harrasing us. because now he is harrassing us to come out to our house in August so that they could charge us. The month of July we called to reschedule from July 5, 2024 because we were not in town. Kindred never called back to set a date for July.. We were not only happy with them but we had to call back to exterminate again.We would have to call them back several time we just gave up so in July comes. Since they never called back to reschedule for July we called to cancel them and now they claim we have to pay them for the month they didnt come back now they want to come out In August to charge us . They told us we couldnt cancel according to their contract. But they breach their contract when they didnt come in July. **** said he is going to still send someone to our house when I told him no . And yet calls my husband job to keep harrasing us about we need to pay them. We are old and dont need to be harrasef with what they didnt comply in July. It just makes mud nervous how they keep calling and threaten us to send to report us as failure to pay when they didnt come out in July.

  Business Response

  Date: 08/16/2024

  Dear *********, 
  
  We understand your frustration and want to clarify the situation regarding your recent cancellation.
  
  Our records show that we did visit your home in July as scheduled, but we understand that you needed to reschedule at that time. We were more than happy to accommodate your request and set a new appointment for August 12th.
  
  We apologize for any confusion regarding our cancellation policy. Unfortunately, the decision to cancel the service altogether before its completion triggered a cancellation fee as outlined in the sales agreement you signed.
  
  We have attached a copy of the sales agreement for your reference. It clearly states the terms and conditions regarding cancellations and rescheduling.
  
  We value your business and are always willing to work with our customers to find mutually agreeable solutions. While we believe the cancellation fee is justified in this instance, we're open to discussing this further if you have any concerns.
  
  Please feel free to reach out to us anytime at ************ or ************************************* if you have any further questions or would like to discuss this further.

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We signed the 1 year contract and the last service was scheduled in July. Contract was signed 5/22/23. 5 services . 1 initial and 4 quarters. Kindred did not reschedule the last service when we missed them in July and the 1 year was up in May. We asked for them to come back and they never rescheduled until August when we emailed to cancel the one year contract. We never did have good service and had to call them back multiple times because we still had bugs. We paid extra for the German ***** services. When Kindred did not show back up after we missed them in July we canceled in August then they scheduled the return trip. Kindred treated us like a number . No personal attention. The tech would always be in a hurry and trying to finish as fast as he could to go to his next appointment. Kindred did not come back in July after the hurricane  for the final service and we thought they were done. No phone calls to reschedule or any customer service. All about getting paid $140.73. We found another pest control company. Kindred broke the contract by not coming back during the year period and when I spoke to **** he said he could come out for $120 after I told he we hired another company. Kindred is in breach of contract and we are done with them. Now they want to charge us $228 for breach of contract. makes no sense. $120 to come out or $228 for breach of contract for 1 service. Kindred dropped the ball and now they want us to pay for thei mistake. That's not right. Please confirm.
  1st Service 5/22/24 -$216

  2nd Service - 8/12 $140.73

  3rd Service - 11/6/24 $140.73

  4th Service - $140.73

  5th Service - Kindred no show did not reschedule and had over a year. Breech of contract
  Regards,
  **** and ********* ******
  
   

  
  

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  Still working with Kindred. They want to charge $225 if we cancel where they say we have 1 more service for $140. We already hired a new bug guy that actual cares where Kindred we are just a number. Really don't want them back out but with them wanting to charge us for $225 to cancel we want them just to wave the cancelation fee.
  
  Regards,
  Mark and *********

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********* ****** the only reason they want to come out to exterminate is because we cancel . They never called us. We call in August and **** told my husband let us go in August . Why would he ask? So that they could ask they broke the contract when they never called to an edible for August. I will report to *** HOA how they conduct their business and they are soliciting in our area. Which they do not allow. 
  
  Please call me at ************** 
  
  ********* ******
  Sent from my iPhone
  

  
  

  
   
  

  Business Response

  Date: 08/27/2024

  Thank you for providing additional details about your experience. We understand your frustration and want to resolve this matter amicably.
  
  After reviewing your account and the contract terms, we acknowledge that we missed scheduling your final service within the contract period. This oversight on our part constitutes a breach of contract. We apologize for the inconvenience and lack of communication regarding this matter.
  
  As a result, we have removed the reimbursement fee from your account and consider the contract fulfilled. We value your business and are happy to continue providing pest control services to you. We are committed to improving our communication and scheduling processes to ensure a better experience moving forward.
  
  Please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:08/13/2024

  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.

  On 07/31/24 ****** ******** told the Kindred Pest Control that he wanted to cancel the service as we had noticed that we still kept having the same issues as before , on August 6 they left a flyer outside our front door saying that they had serviced the yard and they charged our bank account thru auto debit $118 , we were not home when they said they came and we also find it odd since we had our 2 big dogs outside in back yard when they said they came out , my wife ******* ******** contacted our bank to put a stop payment on Kindred and after that she contacted Kindred to let them know that no more payments will be accepted by our bank cause we had originally cancelled on July 31, she spoke with the cancellation **** mgr ***** , he said he had a contract that was signed by Mr ******** and that we had 5 more service calls left , we did not signed any contract , this business was doing door to door sales in our neighborhood and were very pushy , they dont respect that we have a no soliciting sign in our front door or that people are with their families in their own homes , my wife informed ***** that she had already contacted our bank and was going to file a report with BBB about deceiving service practices , there was never any attempt on Julios part to find a common solution to this issue , that same night I checked our bank account on 8/12/24 and there was another charge from Kindred for $179.00. Following day I called my bank and asked why this charge had went thru when I had put stop payment on this company and they informed that the transaction was put in at the same time the stop payment was being processed , meaning when I told ***** I was going to call my bank he hurry up and processed the amount of $179.00 , this is a deceiving company , we work hard for our money and do not deserve to be in business with a company that does not value its customers , its a shame businesses like this are doing this to its customers , I dont want *********.

  Business Response

  Date: 08/14/2024

  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you have experienced with our services.
  
  We understand that you asked  to cancel your service, and we want to clarify that, as per the agreement you signed, early termination of the contract after the initial service has been completed may require reimbursement of any applied discounts. We have a record of the signed appointment and the welcome letter, which serves as confirmation that you were informed of the terms outlined in the contract. We apologize for any confusion regarding this matter.
  
  Regarding our sales practices, we strive to ensure that our approach is transparent and honest. 
  While we aim to help customers understand the benefits of our services, we do not intend to be pushy. We appreciate your feedback and will continue to work on improving our communication.
  
  Additionally, if our technicians did not perform the service as scheduled, we encourage you to report this to us. We are committed to providing excellent customer service, and our technicians are trained to meet high standards.
  
  If you have any further concerns or need assistance, please do not hesitate to reach out to our office at ************. We are always here to help!
  
  Thank you for your understanding, and we hope to resolve this matter to your satisfaction.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [This Provide details of why you are not satisfied with this resolution.] 

  This company keeps stating that they have a signed contract well where is it ? And why was my husband not giving a copy of it ? Also my husband ****** ******** does not speak English so how would it have been ok for someone to sign a contract that does not speak the language , this is called taking advantage of people , if a contract was signed I was at the house inside why would the the sales person not make sure this was understood they could have rung the doorbell as my husband was outside fixing his vehicle 
   with our son that has Down Syndrome by his side , it surely looks like a sales person took advantage of the circumstances at that time and that he was very busy with his vehicle to make a quick commission , this practice is called deceiving people thats hy when I researched Kindred Pest Control there were so many complaints and also on the same subject , its a shame a company has to resource to this kind of practice to make money instead of letting their service and positive customer satisfaction make their profit , I have tried in good faith to resolve this matter with Kindred Pest C. , if my money is not refunded I will file a formal complaint with small claims court even if it takes 2 or 3 years to get to a judges court but I dont get intimidated by wrongful manipulated  businesses 

   
  
  Regards,
  ******* Martinez 
  
   

  
  

  Business Response

  Date: 08/16/2024

  To begin, we'd like to clarify that we don't have any staff members named "*****." The sales representative who interacted with your husband was *****. Additionally, ***** is fluent in Spanish and confirmed that all communication was conducted in Spanish to ensure clarity. We apologize for any confusion this may have caused.
  
  We are sorry to hear about your concerns regarding the sales process. However, we have a signed sales agreement dated May 2nd, with billing information provided. Furthermore, there's a signed welcome letter dated May 3rd. It's important to emphasize that your husband was not required to sign anything and could have cancelled the service without incurring any fees.
  
  Regarding the August 2nd service, you're correct that no one was home, but this is not mandatory for our service. If you had any concerns about treatment areas, we have a free re-service policy. ***** offered this on the August 12th cancellation call and even offered to include interior treatment, but you declined and mentioned your intent to dispute the transaction. ***** also offered to resend the sales agreement, which you also declined.
  
  We understand your frustration and want to resolve this amicably. However, given the signed agreements and the services rendered, we believe the charges are valid. We encourage you to reconsider the re-service offer to address any concerns about treatment areas. If you have any further questions or would like to discuss this further, please don't hesitate to reach out to us directly.

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] 

  I have already sent the response but will submit again , on page 1 of service agreement at the end under customers signature that its not my husbands signature , we dont have knowledge of who signed this service agreement , also the email that is being put on top of sheet by his name its also made up , the email we have is the one that Im sending this email from , Kindred in their response had indicated that a guy by the name of **** had offered me interior extermination as a courtesy that is also incorrect , let it be known that my reason for filing this is for a refund of work not authorized and Kindred charging a fee of $179 for them saying cancelling service , why did **** did not tell me there will be a $179 fee , instead after I to,d him I would put a stop payment on them he quickly charge our bank account the $179 , when I called my bank they told me that Kindred process the fee when they were processing the stop payment this was all done on August **************************************************************************************** back yard that is highly doubtful being that we had our 2 boxer breed dogs in our patio one weighs 83 lbs and the other 76 lbs , I very much doubt the tech would have taken the risk of doing that with 2 big dogs lose in the backyard , I dont want any courtesy service from Kindred what I want is a refund on a service call that was actually not performed which was for $117 and the refund for the $179 that was charged on our account for wanting to cancel their service .
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/26/2024

  We understand your concerns regarding the service agreement details. While we strive to maintain accurate records, we also acknowledge that misunderstandings can occur.
  
  We apologize for any inconvenience caused by the recent natural disaster. Unfortunately, it significantly impacted our operations, leading to disruptions in scheduling and availability.
  
  We take your claim about the incomplete service due to the backyard treatment seriously. Our goal is to ensure customer satisfaction.
  
  In light of this, we are willing to issue a partial refund of $58 as a gesture of goodwill.
  
  Please note that the cancellation fee is non-refundable; as per the agreement, any discounts received would need to be reimbursed if cancellation occurs before service-agreement completion.
  
  We sincerely apologize for any confusion or inconvenience this may have caused. We appreciate your understanding and cooperation as we work to resolve these issues.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  What Kindred is offering is not satisfactory , they did not act in good faith at all , ******* signature its not his someone else signed that and also email address its non existing , also the charge for the service call of $117.99 its not correct the service tech did not exterminate on the outside of house as I mentioned before our 2 big dogs were outside loose in backyard and backyard gate was locked , also lets keep in mind a contract is not valid if a customers signature its not his own with all respect its fraud , When I called Kindred to inquire why service had not been cancelled when we had notified them 2 weeks prior that we wanted  cancelled there was no mention from the claim **** mgr that I was talking to , that there was going to be a cancellation fee of $179 for this and Kindred has not provided a contract with ****** ******** own signature , my refund needs to be for the entire amount which includes that cancelation fee and that last service call total amount refunded should be $ ****** , that is the correct refund I want , I dont want anything less or more only whats rightfully mind . 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/04/2024

  We appreciate your feedback and understand your frustration regarding the recent service and cancellation. We want to clarify a few points to address your concerns.
  
  While we understand the exterior wasn't fully treated due to the presence of your dogs, our technician was able to complete service in the front area. As a result, a partial refund of $58 has been issued to acknowledge the incomplete service.
  
  Regarding the contract's validity, we acknowledge your concerns about the signature. However, we have a robust process to ensure customers understand and agree to the terms before any service begins. This includes providing payment information, signing both the contract and welcome letter, and verbal confirmation from our representatives. We take these steps to guarantee that customers are fully aware of the terms and conditions, including the cancellation policy.
  
  We apologize for any confusion regarding the cancellation fee. Our representatives strive to be clear about all aspects of our service, including cancellation policies, to avoid any misunderstandings. We regret any inconvenience this may have caused.
  
  While we cannot offer a full refund due to the partial service rendered and the terms of the contract, we hope the partial refund and this explanation address your concerns. We value your business and are always working to improve our communication and processes. Your feedback is very valuable to us.

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  1- Kindred first bills for $117.99 for service in front and back of yard , after it was challenge that the service was performed they say they will issue a partial refund because the front yard was done , which one is it Kindred was the service performed or not ? 
  2 - Kindred says they have a signed contract by ****** ******** and it has not been provided to this date ? So Kindred do you have a signed agreement or not ? The responses we keep getting from Kindred are innacurate and wheres the contract ? 
  3 - Kindred misleads its customers by saying they have performed a full service when on the other hand after its questioned now they say half the service was performed which is it KINDRED was service performed or not ?
  4 -  I want a full refund and yes Im not satisfy with Kindreds responses nor do I see how they strive to satisfy customers as they are stating in past responses .

  5 - My refund needs to be for service not performed of $117.99 and a cancellation fee that I was charged for cancelling future services , Im not asking for any handouts Im asking for my money back on wrongfully making charges on my account without my knowledge , Im not satisfy nor will I be till my full refund is issue , 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ******* Martinez 
  
   

  
  

  Business Response

  Date: 09/24/2024

  Thank you for your continued interaction regarding your recent service with Kindred. We understand your frustration and appreciate the opportunity to address your concerns.
  
  As a reminder, our records indicate that our technician was able to complete service in the front yard area on 8/2. However, due to the presence of your dogs, the backyard portion of the service could not be completed. To acknowledge this, we have issued a partial refund of $58.
  
  Regarding the contract, we understand your inquiries about the signature. We have a thorough process to ensure that all customers fully understand and agree to the terms of our service before any work begins. This includes providing clear information, obtaining payment details, and requiring customers to sign both the contract and welcome letter. Additionally, our representatives verbally confirm the customer's understanding of the terms.
  
  We have attached copies of the signed agreement, welcome letter, billing information, and initial service signature for your review. Please note that our signing process is electronic, and the contract is sent to the customer via text for their signature. We have also included a screenshot of this process.
  
  We apologize for any confusion regarding the cancellation fee. Our representatives strive to be clear about all aspects of our service, including cancellation policies, to avoid misunderstandings.
  
  While we cannot offer a full refund due to the partial service rendered and the terms of the contract, we hope the partial refund and this explanation address your concerns. We value your business and are always working to improve our communication and processes. Your feedback is very valuable to us.
  
  Please let us know if you have any further questions or require additional information.

• Initial Complaint

  Date:08/13/2024

  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.

  I wanted to try their services because a nice kid came over to my door a few weekends ago, and I felt the urge to help him. Wish I didn't.I asked them if we could have the service done only once every 3 months, because I did not want monthly charges of $139.64, they said no problem..The Kid asked me to sign the service request on his phone, it ended up being a long term agreement.They promptly came during the first week when nobody was home, and charged us for a complete pest control service, even though they neve came inside.A month later, my wife saw their van park in front of our house and she kept watching him to see what exactly they do, and to our surprise the guy never left the van, just parked there for 20 minutes or so.. Then another $139.64 charge showed up on our credit ******** I am upset 3 times. Their service is fraudulent, they made me sign a long term agreement without telling me and they did not respect my request of being serviced once every 3 months.I sent them an email message asking for a full refund and cancelation of my service.They charged me another $160.00 and responded that that's my charge for cancelling the agreement early.I will go to court this week and will file a small claim against them for every ***** I spent + an additional amount for the time wasted with these crooks.

  Business Response

  Date: 08/14/2024

  Thank you for sharing your experience with us. We sincerely apologize for the frustration youve encountered regarding your service agreement and the charges on your account.
  
  We want to clarify that early termination of the service agreement does require the reimbursement of any discounts that were applied, as outlined in the contract you signed. 
  
  Regarding the service schedule, it's important to note that the first quarterly service is typically scheduled 30 to 45 days after the initial service. This timing is designed to effectively break the egg cycle of pests, which is a common practice in pest control and industry standards.
  
  We take pride in our trained technicians who are committed to delivering top-notch service and the best customer experience possible. But rest assured, we will be investigating the technicians assigned to your appointments.  If you have any further concerns or issues, we encourage you to reach out to us directly. We are here to assist you and ensure that your concerns are addressed by the appropriate department. Your satisfaction is important to us, and we would appreciate the opportunity to resolve this matter.