ComplaintsforHawx Services, LLC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Complaining for my 90 yr old dad ******** (******) *******. ****** called Hawx pest control, from the phone book, for service. He was NOT told he was locked into a 3 year agreement, as he only wanted one time service which HE INFORMED the man of that he wanted ONE time service only! The salesman had ****** sign a contract that was a 3 year agreement PLUS knowing dad only wanted one time service and **** didnt have paperwork, but had an iPad and told dad to sign for the service. Dad was charged $99.99 for the first service on July 13. This did NOT kill the insects like promised. Hawx charged dad an additional $49.99 on August 12th but Hawx did NOT come out. I called to find out why he was being charged and they said ****** was in a one year locked contract. I asked for a copy and the copy she sent showed a three year lock in. When I questioned the years difference the *** couldnt tell me since most are only for one year. She tried to ask a sales man why it was showing 3 years, but couldnt get a hold of anyone (during business hours). They charged ****** $200 for early cancellation, however the mentally handicapped man that had dad sign the service agreement NEVER explained it was for 3 years. The lady also said that one time does not kill the insects. She kept trying to convince me that he needs to stay. ****** would like to be refunded/credited the $249.99 for the service that they didnt disclose when he signed. He paid $99.99 for the first service that didnt work, but paid since the company did send someone using deceitful practices ****** said he would pay for the one time event and not as for a credit of that. Hawz is preying on the elderly and are not upfront with clean honest upfront practices! They need to stop and refund money that was taken by deception.

  

  Business response

  08/29/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. We have refunded the the fee, please keep in mind it could take five to seven business days to reach your account. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer response

  08/30/2024

   
  Complaint: 22211674
  
  I am rejecting this response because: I do not have the refund amount included in their credit back.
  

  The amount refunded back should be $249.99. This includes the termination AND the month of August charge that they did not come out for. Only the $99.99 ONE time treatment is what should have been charged and that has been paid already.
  

  Their response was clear communication is important. I need the full amount clearly communicated of what the credit will be. If it is $249.99 then yes, I will accept it and the account would be closed. 
  
  Sincerely,
  ****** KeelingMoore

  

  Business response

  08/30/2024

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. We have sent a refund of $248.99. Please keep in mind it could take five to seven business days to reach your account. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team
  
  

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Keelingmoore

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with the service I received when I contacted your company regarding an issue with my current mosquito treatment. Despite following the treatment plan as advised, I have seen no improvement, and the mosquitoes remain a significant problem.When I called Hawx Pest Control to discuss alternative options or adjustments to the treatment, I was transferred four times before finally being connected to a salesman. Upon explaining my concerns, the salesman simply responded, "Our plan works for all of our other customers, there is nothing I can help you with," and then hung up the phone.I am extremely disappointed with the lack of customer service and professionalism I experienced. Not only did I not receive any assistance or possible solutions, but the abrupt and dismissive manner in which my concerns were handled was unacceptable.As a paying customer, I expect better communication and a willingness to address issues when they arise. I request that this matter be investigated and that I be provided with a viable solution to the mosquito problem, as well as a formal apology for the way my call was handled.

  

  Business response

  08/28/2024

  Dear  *****,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. You do have an appointment scheduled for the outdoor service on September 3rd. We will have an account manager reach out to about your current situation. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer response

  08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Hawx on July 22, 2022. Section 5 of my contract stated that if I cancelled within the first 12 months of the contract date, then I would owe Hawx the difference between their "sticker" price ($249) for general pest control services and the amount I paid for such services ($149). The contract has no reference to cancellation fees that apply if you cancel outside of the initial 12-month period, meaning such fees should no longer apply after 12 months. If I had cancelled my services before July 22, 2023, I would have owed them the $100 discount they gave me. However, I continued to use their services until 8/26/24. Immediately after I got off the phone call cancelling my services, they charged my card $398. This cancellation date is well past the initial 12-month term, so no cancellation fees apply. Upon seeing this charge, I immediately called their customer service line to get it reversed. Every time I asked them to cite the contractual provision that allows them to do this, I only got references to Section 5 of the contract, which says the customer owes the discounted amount (as I described above). I told them the contract clearly states that such fee is only owed if the customer cancels within the first 12 months, and I was cancelling after 25 months, so it doesn't apply to me. When I pointed this discrepancy out to them, the representative repeatedly put me on hold while he consulted his supervisor, and after 2-3 rounds of this, he simply said "this is just how it works" and then offered to refund $50 of the $398 they charged me. Apparently, there was nothing else he could do. This is a fraudulent transaction, and I demand a full refund of the $398 fee they charged me. I am also going to file a consumer complaint with the state regulators and will not stop until this is resolved.

  

  Business response

  08/27/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. You did finish out the original 12 month agreements that were signed on  July 22, 2022. However you had signed a addendum for those original agreements on March 1, 2024 for another 12 months of service. Due to canceling four months later after signing,  the early termination fee applies from the original agreements. The charges are valid. If you have any other questions or concerns please please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer response

  08/27/2024

   
  Complaint: 22198134
  
  I am rejecting this response because the original agreement I signed did not mention a $199 termination fee.  The original agreement only required the repayment of any discounts I received (see section 5 of that agreement and read it very slowly and carefully).  The addendums I signed were extensions of the original agreement (i.e., the form you guys used before introducing the $199 termination fee language, which I did NOT sign or otherwise agree to).  My signature to those addendums was NOT an acceptance of updated terms containing termination fee language, my signature was an agreement to extend the ORIGINAL agreement from 2022, which original agreement did NOT contain termination fee language.  The charges were not valid and not contractually permitted.  I will not accept anything short of a full refund. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/28/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for confusion this may have caused. When signing the addendum the only thing that changes is the price and the term of the services. Please refer to the agreement section on the addendums. We have refunded a portion of the fee. There will be no other refunds. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer response

  08/28/2024

   
  Complaint: 22198134
  
  I am rejecting this response because: there appears to be a complete lack of reading comprehension by Hawx.   This isnt going anywhere.  I will be rectifying this by other means.  My contract flat out does not say cancellation fees apply.  I hope you have the day you deserve.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in April 2024, a technician came for our regular service and was on a personal call. I explained to him that when he completed the outside, I would contain the dogs so he could do the inside service. He left without saying anything or coming inside. I left a low scoring survey. 3 weeks later I received a voicemail from a supervisor about the survey. I called back and left a voice message, later I tried two additional calls which went unanswered and left no option for a VM. 2 weeks after that we experienced an infestation of mice and crickets in our garage, along with an increased number of other pests inside our new build home. I called for a warranty service and was told it would take over a week to schedule. I invested my own money in mouse traps, glue boards and other pesticides to treat the issue myself. On the day of the warranty service, the technician said he wasn't going to make it and rescheduled, then he was a no show again. I again called and spoke to another "account manager" who scheduled a different technician a few days later and assured me the service and general manager would contact me, I asked about getting out of the contract and was told it would cost me over $200. the next technician did a thorough job, but three weeks later we experienced similar problems, I called for another warranty service and was told it would be 14 days before we could get service. I asked again about canceling the contract, they offered me an expedited service and a month free and assured me the manager would contact me. Then they scheduled the service for the one day I told them we were unavailable, I was told the manager would reschedule and contact me, the service day came and went and no service. I called again today now in August and was told someone would be here on 8/26 and the manger would contact me. They still won't let me out of my contract even though they have violated the contract through their lack of service and not providing the promised warranty.

  

  Business response

  08/23/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused. After reviewing your account, it looks like you have been in communication with one of out account managers, and have come up with a resolution. You have received a credit to your account and have been scheduled for today August 23.  If you have any other questions or concerns please give us a call ************.Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Sincerely,
  The Hawx Team

  Customer response

  08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while they did contact me after I filed the complaint yesterday and the field  manager himself came out and performed the service today, I just do not see any way that I will continue service with this company beyond the next two free months they gave me. 
  Im reserving the right to file another complaint of the technician service and the customer service do not hold up to expectation. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for pest control on the outside my house. I had signed up for a year-long contract apparently. I noticed that my garden flowers didn't grow this year. This was due to the chemicals and granules. They are telling me to keep my general pest control account active. I have to pay $199 to cancel my service and the guy is now telling me I have to pay $199 times x b/c I have a mosquito package.

  

  Business response

  08/22/2024

  Dear  ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.  We understand the importance of clear communication. Upon signing the agreements, you had received a copy of the service agreements in an email and also received an emailed welcome letter.  In the agreement and the welcome letter it explains the monthly fee and the early termination fee, and by initializing the agreement and signing the welcome letter you are acknowledging that you have read and agree with the terms of the agreements. Your account is still active. If you would like to make any changes to your account please give us a call at ************. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  The Hawx Team

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called this company to take care of our pest control needs we have bees in our house and I have a newborn baby they had us sign a contract they came out to do the service but it wasnt taken care of we called them to come out again and they sent someone that said that said they were going to service us due to our unhappiness and they were going to help us cancel and we can call another company we were never contacted or serviced and they charged us a $200 fee we called and said it wasnt canceled cause nobody spoke to us and they said they would credit our account and come out on aug 19 again I have a newborn baby with bees in the house they then told us someone was coming noine comes and charges for the service with no service done and there is not manger and nobody in charge to help they have now have us stuck in a. $600 contract and have charged us for 4 months $50 each month and still havent came and serviced us only the first time service its very unprofessional unfair and we still have bees in the house with none to help

  

  Business response

  08/21/2024

  Dear *********,
  
  Thank you for bringing this matter to our attention. We  apologize for any inconvenience or confusion this may have caused. It looks like you have been in contact with one of our representatives and have had another service, and have also been issued a credit to your account. If you have any other questions or concerns please give us a call at ************.
  
  Thank you,
  The Hawx Team

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel this service since after I signed with them. They are over priced and their product doesnt work, also their customer service is poor. I talked to someone in May to cancel and not renew the contract in June. They didnt cancel it and billed me in July at a discounted rate and then again at full price in August! I called and delt with more rude people, finally the little snot sent me an email saying my account was closed. They just sent me another billing text message after hours on today Friday the 16th! Make them stop! Make them go out of business!

  

  Business response

  08/19/2024

  Dear ******,
  
  We sincerely apologize for any inconvenience or frustration this may have caused you. We have closed your account, you have fulfilled the agreement. We have also removed the outstanding balance. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'd like to share my terrible experience with Hawx Pest Control. I had a one-year service agreement with Hawx commencing June 2023. Having paid my monthly dues in a timely manner, I called Hawx in May 2024 to confirm cancellation (for June) and was told I needed to call again in June to terminate. I called in June, 2024 and at the time my account balance was *****. The representative told me again I needed to call in July 24 to cancel the service otherwise I would be charged a $200.00 cancellation fee. I explained to the representative I was going out of the country for a month so I would call back at the end of July. She then said she would connect me with an account manager to see my options. She transferred my call and after more than 25 minutes on hold the call was dropped. Not long after, I began receiving texts and calls from Hawx requesting payment of a $55 usd balance. *** answered multiple calls and explaining why I should not be charged, but I was cut off or the call was disconnected. Then I started to receive calls from Hawx every day, even multiple calls a day. We never received service after June. After July 26 I talked with an account manager and explained the above again to her. She agreed to close my account, which should have been closed in July. She confirmed my balance was $0.00 usd. The following day I started to get calls by Hawx again, multiple times a day. I answered and explained the situation one more time and she said **** is charging you an extra month because you didnt cancel on time and she also said I hung up the call when I was waiting on the phone for an account manager for 25 minutes and the call was dropped! I was cut off again when I explained the situation to her. I asked to speak to one of the account manager supervisors and she told me they dont answer customer calls.Hawx has not effective, no ethics, but what is worse is their customer service - it's so hard to have an effective conversation. *********************

  

  Business response

  08/15/2024

  Dear *******,
  
  We do apologize for any inconvenience this may have caused you. After reviewing your account we can see that you had talked to a representative on June 24th and that they were going to transfer you to an account manager at that time, and the transfer was not completed. We have removed the outstanding balance from your account. Your account is not closed with a zero balance.  If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service was cancelled with the technician on 7/2/24. However, the technician never actually requested the cancellation from the service and I was billed again on 8/13/24. Additionally, a few months ago, they were supposed to send me paperwork to adjust the monthly cost to $55.00, and that never happened an they continued to bill at $75.00. The chat function on their website does not work when you make the choice for account help, forcing you to call. Once you call, they transfer you around in an effort to "save the sale" all the while refusing to refund the money owed because their technician did not put the information into the report. I am requesting my $75.00 back that was erroneously billed on 8/13/24.

  

  Business response

  08/14/2024

  Dear ***********,
  
   We appreciate your understanding and patience as we work towards resolving this matter. We did send an email for a new lower rate on April 11th. Since the document was not signed the rate was not lowered. Our service professionals are not able to cancel accounts. We require you to call in to make any changes to you account. We do apologize for any inconvenience this may have caused. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call at ************.
  
  
  Thank you,
  The Hawx Team

  Customer response

  08/14/2024

   
  Complaint: 22136416
  
  I am rejecting this response because:

  Representative stated they could and would cancel. They are a responsible party of your company. 
  

  There are no documents old or new in my account, including the original agreement. There was no new agreement sent in April. 
  

  Even so, if the accounts are paid forward, and you wont refund the August payment, why are you also refusing service at the address when I have an on demand option?
  
  Sincerely,
  
  *******************************

  

  Business response

  08/16/2024

  Dear ***********,
  
  We do apologize for any inconvenience this may have caused you. We have no information on your account of wanting to cancel. We send all agreements in email form. The agreement and addendum have been opened. We are unable to service your home if your account is closed. If you have any further questions or concerns, please do not hesitate to contact us at ************. 
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

  Customer response

  08/16/2024

   
  Complaint: 22136416
  
  I am rejecting this response because:

  You conveniently keep ignoring the $75.00 billed on 8/13. You cannot both keep my money and refuse service. ***** refused on demand service BEFORE I cancelled which is why I was transferred 3 times to then cancel.
  

  FYI - In my account are NO documents at all. The only information available are the service reports. Which by the way, have been a month behind for the entire year - per the contract.

  Again, if you are going to bill me, then you need to provide the service. If not, return my money. 

  Sincerely,
  

  *******************************

  

  Business response

  08/19/2024

  Dear ***********,
  
  We appreciate your understanding and patience as we work towards resolving this matter. We have reviewed your account. Out of good faith we have refunded the amount requested.  Please keep in mind it could take five to seven business days to reach your account. Your account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 30th a Hawx employee showed up on my doorstep to sell me pest control services. I explained that we were having a serious issue with black flies. ******* was the salesman and told me he guarantees to get rid of the flies. Since that date, we have had no resolution with the flies or bugs at all. I was completely lied to in order to force me into a contract. Now the company comes when they do not let me know ahead of time, (it is on file they must provide notice), they only spray where they can access (all of our gates are locked) and they charge full price for their services. I have called and complained about the services, and they have just recently offered a coupon. I do not want anything to do with this companies lies, and they refuse to let me out of contract. They have not fulfilled their end of the contract and are still trying to charge me. Horrible services, horrible phone reps, horrible business.

  

  Business response

  08/14/2024

  Dear ******,
  
  We do apologize for any inconvenience this may have caused you. After reviewing your account it looks like we have provided services.  Since you no longer wanted to continue with the services we have had to add the early termination fees. The charges are valid. We can remove the fees if you would like to reinstate your account to fulfill the agreements.  If you would like to make any changes to your account please give us a call ************.
  
  Thanks,
  The Hawx Team

  Customer response

  08/15/2024

   
  Complaint: 22136239
  
  I am rejecting this response because:I had cancelled another pest company because your company promised to eliminate my fly problem. After speaking to several of your representatives, you in fact cannot get rid of my fly problem because you do not treat flies! You lied to get my into contract, that now you want me to pay to get out of. Absolutely not 
  
  Sincerely,
  
  *********************************

  

  Business response

  08/16/2024

  Dear ******,
  
  We apologize for any inconvenience or frustration this may have caused you. Due to not wanting to continue with the services we had to charge the early termination fee.  We can remove the fees if you would like to finish out the agreements. If you would like to make any changes to your account. Please call in you can reach us at **************. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

*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. ↩