Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been canceling my services with Hawx had one remaining one for Pest concerning rodent that contract finally terminated. I called and canceled the serviceafter going through the office and answering all their questions only to find out my service was billed again. I called the office they refused to my cancellation and refund my money. They currently have an open lawsuit against them just for these types of practices.

  

  Business response

  02/11/2025

  Dear *****
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused. We have processed a refund for the charge applied today. Please allow 5 to 7 business days for the funds to reflect in your account.
  
  Additionally, we have closed your account, and you will no longer receive services moving forward.
  
  Should you have any further questions or concerns, please feel free to contact us at ###-###-####.
  
  Thank you for your understanding.
  
  Sincerely,
  The Hawx Team

• Initial Complaint

  02/10/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My problem is i signed a contract to have quarterly service and since Dec.23 by appointment keeps getting pushed out and now I am being told that I cannot cancel the contract and that they would issue a credit for "191.00" but I still do not have service and they are now two quarters behind in the service that I need. When I call they tell me there is nothing they can do and that they rescheduled me and I have to wait. I need pest service and they are charging me for services they are not doing. Pest service is needed and now I am at the mercy of a company who will not let me out of my contract or give me service. I just want to cancel the contract and move on. I need pest control.

  

  Business response

  02/11/2025

  Dear *****,
  Thank you for bringing this matter to our attention. We apologize for any inconvenience this situation may have caused. A refund has been processed for the months of October, November, and December. Please allow 5-7 business days for the funds to appear in your account.
  We have you scheduled for service on February 18th. Should you wish to make any adjustments to your account, please feel free to contact us at ###-###-####. Our customer service team is available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  Thank you for your understanding.
  Sincerely,
  The Hawx Team

  

  Business response

  02/14/2025

  Dear *****,
  We sincerely apologize for any inconvenience this may have caused. We have processed the closure of your account without applying the early termination fee, and a refund has been issued. Please allow 5 to 7 business days for the refund to reflect in your account.
  As your account is now closed, no further services will be provided. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.
  Thank you,
  The Hawx Team

  Customer response

  02/19/2025

  
  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.

  After writing to my congress representative and writing a one star review on google with threats to call Fox news Investigates. Hawxx responded with an email that I had to copy and paste and tell my story AGAIN in order to get a resolution that was satisfactory. Truly a ridiculous amount of work to have a company actually give you the customer service that should have been taken care of with one phone call. I know it is only Pest Control but necessary. I bet I have spent 40 hours to get to this point of resolution. It just goes to show you that unless you are relentless and push to get what is right as a consumer, companies will take advantage of  contract and take your money all day long without any concern with why you signed the contract in the first place.  Final thought- Hawxx should have given me a years worth of service for free for the trouble. But this shows you what they are about and have zero concern with building a business that actually wants to earn a customer for life and actually cares about the service that they provide. It's a get rich scheme- sell you a contract at a better price than all the other competitors and then when they fail on the service, there is zero accountability to the customer to deliver and hold up their end of the deal. 

   

  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have 2 houses we get serviced through Hawx pest control, **** **** ***** *** **** **** *****. They don’t come every month but still charge a monthly fee, plus their products don’t work, we still have pest issues. I called and spoke with someone in October and canceled their services at both addresses as it’s not helping. They haven’t come out to do any service since then but still constantly message and call to pay monthly fees. Why should we pay these? They charge before they come for service, they haven’t come for any services.

  

  Business response

  02/10/2025

  Dear *****
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused.
  Our services are provided on a quarterly basis, with warranty coverage available for any pest issues that may arise between scheduled visits. To offer more flexibility, we charge on a monthly basis rather than requiring a larger quarterly payment upfront. However, please note that we are unable to schedule services if there is an outstanding balance on the account. Both of the accounts in question currently have an outstanding balance.
  We would like to confirm that your account remains active, and we have not received any requests to cancel the services. Should you wish to make any adjustments to your account or have any further inquiries, please do not hesitate to contact us at ###-###-####. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  Thank you for your understanding and cooperation.
  Sincerely,
  The Hawx Team

  Customer response

  02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: I clearly called and canceled their accounts in October. Also, what outstanding balance. You charge before you come to do service and I have not had any service since October and I clearly paid the bills in September. I am not asking you to come out to do the service. I am asking you to honor the cancellation. 
  
  Sincerely,
  ****

  

  Business response

  02/12/2025

  Dear ****,
  
  We sincerely apologize for any confusion or inconvenience this may have caused. Upon review, we have no records indicating a request to cancel or close your accounts. Both accounts remain active at this time.
  
  If you would like to make any changes to your account, please do not hesitate to contact us at ###-###-####. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you for your attention to this matter.
  
  Kind regards,
  The Hawx Team

• Initial Complaint

  02/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company did not tell us they were going to put us in a contract. They will charge us a ridiculous cancellation fee. They did not tell us it was $50.00 a month and if you cancel early it is $200. They are a bad company.

  

  Business response

  02/06/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused. We understand the importance of clear and effective communication.
  
  Upon signing your agreement, you were provided with a copy of the service agreement via email. The agreement clearly outlines the monthly fee as well as the early termination fee. By initialing and signing the agreement, you acknowledged that you had reviewed and agreed to these terms.
  
  It appears you have been in contact with one of our account managers and have received a credit toward your next monthly fee. Should you wish to make any further changes to your account, please do not hesitate to contact us at ************. Our customer service team is available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Setup a termite service on 7/5/22 that was $1500 for install ($112.50/month until fully paid) and a $25 monthly service fee. After the $1500 had been paid they continued to charge me the $112.50. In total I've paid $2475. Broken out that would be: $1500 for initial setup $975 monthly charges: @ $25/month that would be 39 months of service, which would be until Sept 2025 Discussed this issue with a representative on 4/29/24, was told the best they can do is "credit" my account until 12/24, which would still leave $225 of overpayments. After spending weeks trying to get this resolved I just agreed, because it was obvious they had no plans on actually making this right; asked them to also cancel the account as soon as the "credit" was up. When they sent a charge for $25 in January I immediately called to ask it to be cancelled again. I was willing to walk away with the $225 loss, but now they are emailing/calling me a few times a week for the $25 charge for the month of January. At this point they can take the $25 out of the $225 they owe me, and then refund me the remaining $200. Brought this issue to them today, was told by the billing specialist that "it was my responsibility to inform them they were overcharing the $112.50 and that any over payment would be kept by the company." Attached invoices showing that only the first invoice showed how much was being applied to the initial setup fee of $1500.

  

  Business response

  02/05/2025

  Dear Stephen,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused. We have promptly removed the outstanding balance from your account, and we are pleased to confirm that your account is now closed with a zero balance.
  Should you have any further questions or require assistance, please do not hesitate to contact us at ###-###-####.
  Thank you for your understanding.
  Sincerely,
  The Hawx Team

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22897823, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Stephen Rowe

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawx pest control called me an excessive amount of times after I signed my contract upwards of 70 times in a 3 day span several times an hour, back to back and after call hours. They dont do the agreed upon services - the interior service was never completed to the point I needed to DIY handle it myself. They would also not book a time to come they would just show up. I work from home that doesnt work.- the exterior service was not handled well either. - they wouldnt let me cancel with out paying a $400 fee even though at best they would get $100 out of me based on contract. And they wouldnt allow me to speak to a manager.

  

  Business response

  02/04/2025

  Dear *******,
  We sincerely apologize for any inconvenience this may have caused.
  We do offer interior services upon request; however, our primary focus is on the exterior to create a barrier that prevents pests from entering the home. We automatically schedule services on a quarterly basis. If you are currently experiencing any pest issues, you may schedule a warranty service at your convenience. You can either call us directly or use our scheduling link: **************************.
  If you wish to discontinue our services, please note that early termination fees will apply, as the terms of the agreement have not been fulfilled. Should you wish to make any changes to your account or have further questions, please feel free to contact us at ************. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  Thank you for your understanding.
  Best regards,
  The Hawx Team
  

  Customer response

  02/05/2025

   
  Complaint: 22896286
  
  I am rejecting this response because:

  there are 2 services I pay for ($199 each)- that is two contracts I would be ending early even though the exterior service is done for the year and the second the interior service should happen quarterly and has happened once. Again those need to be scheduled since I work from home and cant just leave whenever a tech decides to arrive at my home. There is also only 2 months of warranty service left that is a total of $100. - I want my contract ended without paying any additional fees. 
  the worst case scenario is Hawx is entitled to $100 from me even though they have not done the work they were to do. This contract should be ended

  On top of the excessive calling which is not being addressed here. 
  

  or 
  This is a corrosive and unethical business that has broken the laws on customer contact with robo calls. that traps people In abusive contracts that never end. This is not legal or ok. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  02/06/2025

  Dear *******,
  
  We sincerely apologize for any confusion or inconvenience this may have caused.
  
  To clarify, you currently have two active services: the General Pest Control service and the ************************* The General Pest Control service is provided quarterly and focuses on establishing a protective barrier around the exterior of your home to prevent pests from entering. If you experience any pest issues inside the home, please contact us to schedule a time that works best for you to address these concerns.
  The Outdoor Mosquito Control service is a seasonal offering designed specifically for mosquito management.
  We apologize for any repeated communication and assure you that all services have been rendered in accordance with the terms outlined in your service agreements. Should you choose to proceed with the cancellation, please be advised that early termination fees may apply.
  If you would like to make any adjustments to your account, please feel free to contact us at ************. Our customer service team is available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been using hawxs pest control for about two years however this is about billing me for a service they have not done. The last service was in June 2024 I lost my wallet and credit cards that was the last payment I paid. Hawxs has my credit card in monthly payment so no service since june.

  

  Business response

  02/04/2025

  Dear *******
  
  We sincerely apologize for any inconvenience or frustration this may have caused. After a thorough review of your account, we found no record of a request to cancel your account or any prior communication regarding issues with the billing method on file.
  
  Per the terms of the agreement, service continues until a request is made to modify or cancel the account. Charges and services accumulate until such a request is received. The last payment on your account was made in December 2024, and due to the outstanding balance, no services have been provided.
  
  The charges on your account are valid. Your account is now closed, and you will no longer receive services. If you have any further questions or concerns, please don't hesitate to contact us at ###-###-####.
  
  Thank you,
  Hawx Pest Control

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Hawx Pest Control for unsatisfactory services, unprofessional conduct, and unauthorized charges to my account. Below are the details of my experience: 1. Initial Agreement: In September 2024, I was persuaded to sign up for a monthly pest control service with Hawx Pest Control. My primary concerns were rodents and roaches, and the representative assured me these issues would be addressed during regular monthly services. The agreed-upon rate was $39.99 per month. 2. Service Issues: On their first visit, I noticed that no rodent treatment was provided, spider webs were left untouched, and roaches were still present. I immediately reached out to their team, but my complaints were ignored. 3. Unauthorized Charges: Despite the lack of adequate service, I was charged for the months of October, November, and December 2024, at $43.29 per month—higher than the originally quoted price. Additionally, during one of these months, I received a picture claiming that my property had been serviced while I was out of town. When I reviewed my Ring camera footage, there was no indication that any service was performed on my property. 4. Cancellation Issues: When I attempted to cancel my membership, I was informed I would be charged a $199 cancellation fee. They begged me to continue my membership, but I refused due to their poor service and lack of communication. 5. Request for Refund: I believe this business is engaging in unethical practices. I paid for four months of service ($43.29 per month) without receiving the promised results. I am requesting a full refund of all charges since September 2024 and for the cancellation fee to be waived. I have attached proof of my communication with the sales representative, including their original quote and acknowledgment of my concerns. I trust the BBB will help address this matter and hold Hawx Pest Control accountable for their actions. Thank you for your assistance. Sincerely, Ella Ezeobi

  

  Business response

  02/04/2025

  Dear Emmanuella,
  Thank you for reaching out. We appreciate the opportunity to address your concerns and apologize for any confusion regarding your account.
  At the time of signing, a copy of the service agreement was provided via email, along with a link to our welcome site. Both clearly outline the monthly charge, which includes applicable local taxes that cannot be waived. By signing the agreement, authorization was given for the automatic withdrawal of this fee.
  Upon further review of your account, the charges in question stem from a disputed transaction that is currently under review. Per our policy, adjustments cannot be made until the review process is complete. Additionally, as the agreement was not fully completed, an early termination fee was applied in accordance with the terms outlined in both the service agreement and welcome site.
  Your account has been closed, and services have been discontinued. If you have any additional questions or require further clarification, please feel free to contact us at ###-###-####.
  
  Thank you,
  Hawx Pest Control

  

  Business response

  02/06/2025

  Dear Emmanuella,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience caused by your service experience with us. Had we been informed—whether by you, one of our service professionals, or through any other means—that our services were not meeting your expectations, we would have gladly provided additional support at no extra cost to address the situation.
  We regret that you were dissatisfied with the service provided. If you decide to reactivate your account, we are committed to working closely with you to resolve any outstanding issues.
  Please note that the general pest control services were provided, and we are unable to issue a refund for those services.  Regarding the early termination fee, as the dispute was resolved in our favor, we are offering to reinstate your account and rodent control services, using the fee towards fulfilling the terms of the agreement. If you choose not to continue with the service, the charge will remain as payment towards the termination fee.
  Should you require further assistance or have additional questions, please don’t hesitate to contact us at ###-###-####. Our office is open Monday through Friday, from 8:00 AM to 5:00 PM.
  Best regards,
  The Hawx Team

  Customer response

  02/06/2025

  
  Dear BBB and Hawx Pest Control,
  
  Thank you for your response, but I cannot accept your resolution. I want to clarify a few points and reiterate my request:
  1. Complaints Were Made and Ignored:
  I did complain about the lack of rodent control - the primary reason I signed up for your services immediately after the initial visit. Despite my repeated attempts to resolve the issue, my concerns were ignored. It was only after I insisted on closing my account that your team attempted to persuade me to keep my membership. When I refused, I was met with rude behavior, and you still charged my bank despite my disagreement.
  2. Trust Has Been Broken:
  Now that I have involved the BBB, you suddenly want to make amends. This is unacceptable and further damages any trust I might have had in your company. I cannot and will not reactivate my account or continue doing business with Hawx Pest Control.
  3. Unjustified Charges and Termination Fee:
  Your company failed to deliver the core service I signed up for - rodent control - and charged me for services I did not receive. Adding a termination fee to this already poor experience is completely unjustified.
  4. Resolution:
  I am requesting the following to close this matter:
  A full refund of all charges made from September to December 2024.
  Immediate removal of the $199 termination fee.
  
  
  This has gone on for too long. The only acceptable resolution is a refund and the waiver of the termination fee. 
  
  I hope Hawx Pest Control will act in good faith and resolve this matter promptly.
  
  Sincerely,
  Emmanuella Ezeobi
  
  

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 24th, 2024, I contacted Hawx Pest Control to cancel my account and was verbally assured by a representative that my account was closed and any outstanding fees were waived. However, on February 3rd, 2024, I was repeatedly contacted and coerced into paying a $50 fee for a service that was never rendered. Despite my prior cancellation, Hawx continued to charge me and falsely claimed in their records that no fee had been waived.Hawx Pest Control proceeded to call me incessantly, including at 4:00 AM, disrupting my household and waking my child. Their representatives stated they would continue calling until I paid and insisted that the only way to resolve the issue was to reopen my account. Feeling harassed, I ultimately paid the disputed fee just to stop the relentless calls.I am filing this complaint to report their unethical billing practices, deceptive business conduct, and harassing collection tactics. I request a formal investigation and a refund for the unjustified charge.Thank you for your time and assistance.

  

  Business response

  02/04/2025

  Dear ******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused.
  
   Your account was officially closed on January 24th. The payment made on February 3rd corresponds to the January monthly fee, which was issued on the 6th, prior to the closure of your account, thus making it a valid charge.
  
  Please be assured that your account is now closed, and you will no longer receive services. Should 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

  02/05/2025

   
  Complaint: 22894413
  
  I am rejecting this response because: they harassed me ant unreasonable hours and stated that to review the charges I would have to become a customer again. They also failed to provide service for the payment and said the harassment would no cease unless I paid or became a customer again. They also life not complete that ion as requested on Jan 24th and when I asked for the recording to state that they said they only monitor and do not record which means it is my word against theirs. 
  
  Sincerely,
  
  ****** ****

  

  Business response

  02/06/2025

  Dear ******,
  We sincerely apologize for any inconvenience this may have caused. Please be assured that you will no longer receive calls as your account has been closed and the balance is now zero.
  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

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We originally contacted Hawx Pest Services after I was stung by ground yellow jackets to have treatment made. We were told they only do yearly service agreements and were told we would e billed approximately $60 dollars quarterly. We began to be charged $60 dollars monthly and were shown a contract we had signed stating the fees were monthly. Prior to allowing service from the technician however we were asked to go over the billing noticed the monthly vs. quarterly question and he stated if they gave the agreement verbally it would be honored. After multiple calls attempting to resolve this by stating we were fine with being billed for the months we paid up to that point but we would like our service canceled without incurring additional fees we were told to cancel we would need to pay a $200 fee (199.12 to be exact) this fee was paid on 11/12. This past weekend we received notification they would be coming to spray our property on Monday 2/3 which we refused. On the call with them on 2/3 they acknowledged payment of the cancellation fee, cancelled the 2/3 service but refused to provide confirmation of the account being cancelled as they noted they see a credit applied by their company to the account (note this credit was not applied in the form of a refund for the cancellation fee previously charged). I am looking for assistance in receiving written confirmation the account is closed and no other charges will be placed by Hawx. Additionally, I believe the initial information provided to my wife ******* (same last name) when making the initial appointment should have been honored and therefore a cancellation fee should it have been applied due to unethical business practices but we will be satisfied with company ceasing any further contact or attempting any other billing.

  

  Business response

  02/04/2025

  Dear *****,

  Thank you for reaching out to us. We sincerely apologize for any inconvenience this may have caused. We understand the importance of clear communication and appreciate your patience.
  After reviewing your account, we can confirm that it has been closed and will no longer receive services. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

  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. ↩