ComplaintsforHawx Services, LLC

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of the last transaction with this company was 19-May-24, where I was charged the $92. This amount was the final payment of a one-year service agreement signed with them on 19-Jun-2023 (see Attachment A). The service agreements (3 pest control services total) state in Item #1 that I need to provide 30-days notice if I did not want to continue service beyond the service termination date (19-Jun-2024). On May 14th, I spoke with a customer service rep that asked me to send an email to ************************* in order to submit my request to not "automatically" renew beyond the mentioned service termination date. I sent the email on May 16th, where I never received a response (see Attachment B). The final bill for the service agreement period, $92, was charged to my card via autopay on May 19th (see Attachment C). The next day, I called and spoke to another representative as a follow up to my email. She had no knowledge of the email I sent and proceeded to terminate my account that day instead of confirming it would be terminated on the ending date of the service agreements. I became aware of this only after the call via an email provided to me (see Attachment D). The upcoming services I had with the company were not honored. Hawx Pest Control stopped my service before the service agreement date, not me. Hence, I proceeded to dispute the charge with my credit card company. It was "resolved" and the $92 was credited back to my account (see Attachment E). However, that is when the harassment began. For the past several months, I have received texts, calls, emails, and letters to my home. Any attempts to call and settle the charges over the phone end up with no resolution (i.e. a big waste of time). The original $92 charge is now $132 with them adding fees and interest (see Attachment F). This company has done nothing in my opinion but demonstrate an extreme lack of integrity. And it is my goal to make sure anyone is aware before doing business with them.

  

  Business response

  09/16/2024

  Dear Robert,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. We have not received any email notifying us of no longer wanting the service. The first communication we had received from you was on May 20th. We were able to close your account on that day. However the charge was charged the day before you had called in to cancel. Making it a valid charge. Since you had disputed that charge we need to continue with the lengthy disputing process. You will receive calls to collect the outstanding balance until it has been resolved. If you have any other questions or concerns please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

  

  Business response

  09/20/2024

  Dear Robert,
  
  We do apologize for the confusion. All fees have been removed. Your account is now closed with a zero balance.  If you have any other questions or concerns please give us a call at 855-527-2343.
  
  Thank you,
  The Hawx Team

  Customer response

  09/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22283524, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Robert Brown

• Initial Complaint

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with this company (on a subscription basis) in July 2023. In October 2023, I moved to a new address. I only received service per the contract on three occasions during July 2023 and November 2023. No other services were rendered after November 2023. I terminated the agreement due to my dissatisfaction with the service, but continued to receive bills. The contract that I have states that my only responsibility is $199 early termination fee. However, the company is not agreeing to honor this. I have copies of the final bill summary and contract.

  

  Business response

  09/16/2024

  Dear Tia,
  
  Thank you for reaching out to us concerning your account. We apologize for any inconvenience or confusion this may have caused. You have not received services due to having an outstanding balance. The last monthly payment was made on October 14, 2023.  The monthly recurring charge has accumulated creating a balance until we closed the account on May 13, 2024, due to being severely overdue. And at that time your agreement had not been fulfilled so we had added the early termination fee. All charges are valid. Please call in to make payment arrangements. You can reach us at (855) 527-2343. Our office is open Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  Hawx Pest Control

  Customer response

  09/17/2024

   
  Complaint: 22281561
  
  I am rejecting this response because:
  

  It fails to accurately address my complaint. 

  I no longer wish to receive service because even when I was paying, the company failed to honor their agreement with me.

  Per the contract, my only obligation is $199.00 as I cancelled these services due to only receiving service on 2-3 occasions. 

  
  Sincerely,
  
  Tia Townsend

  

  Business response

  09/18/2024

  Dear Tia,
  
  Thank you for reaching out to us concerning your account.  Your next service would have been in January. Due to not paying your monthly service fee that appointment was never scheduled. We are not able to schedule any appointments if there is an outstanding balance. After not receiving any payments from you since October 2023, we had closed the account and added the early termination fee due to being severely overdue. If you have any other questions or concerns please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Was told by the person selling Hawx pest control that all pest would be covered and that we could terminate at any time and that it was not a year contract. After we signed up for the services found out there was additional charges for German coackroaches and scorpions. Also we where not told that we had two packages one for inside and one for outside. When the tech treated the outside for mosquitoes they are just spraying around the base of the house not the whole yard so it was not doing anything to remove the mosquitoes. We went to cancel today and where informed that it would be over $400 to cancel our services this is unacceptable as the business did not make us aware of the year contract and they did NOT deliver on services as stated by their sales person.

  

  Business response

  09/13/2024

  Dear Christopher,
  
  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. Due to not fulfilling the agreements we had to add the early termination fees. If you are wanting to reinstate your account we will be able to remove the early termination fees. We will work with you on getting you set up with the services you are needing.  If you would like to make any changes to your account please give us a call at 855-527-2343. 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

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is regards to Frank Chillis account with this company. My father has been misled with the agreement in the contract and was never told this was a monthly contract. He was told he only had to pay $69.99 every 3 months. It was never disclosed that it would be coming out as an ach. He handed the rep a check & it was put in incorrectly, by the company. There is a previous amount $94.99 that included a return check fee. For a check that was put in incorrectly. My dad wants to cancel the service He was told that it's passed the three days and he will be charged 199.99 plus 94.99 to cancel. We have called several billing managers in different states, and they say there is no one higher than them. They said can't cancel this contract without making him pay that. We don't understand why. He was misled by the service rep, also check information was put in wrong. I work in customer service and I have never heard of anything such as there's no one higher than the billing managers, than that means they are the owner of the company correct? Also information that was entered incorrectly by the Rep regarding a contract should make the contract void. He is willing to pay the $69.99. But every account manager keep saying that they will give a discount just keep the service. He doesn't want to keep it this service. He wants to stop the whole entire contract. Because of these discrepancies. We don't understand why this is less than thirty days which it is at the thirty day mark because of trying to resolve the issue for over a week. We have gotten hung up on, told that it didn't matter what the sales rep said only that the contract was sign. The contract dictates the correct banking info. But also too if this didn't happen, he wouldnt have realize that he was being charged monthly. Very very misleading. Please contact me or contact him back. His phone number is ************ or ************  *********************

  

  Business response

  09/13/2024

  Dear Natasha,
  
  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 closed the account with a zero 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 855-527-2343.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a one year contract with Hawx Nashville, *** **** ******* ***** **** ****** ** *****. The contract was from June 2023 through June 2024. We were not allowed to cancel the contract (without paying a penalty) until July 1st of this year. Janice D******** is the contract holder (Janice is elderly, disabled, has Multiple Sclerosis and has issues speaking) so Spencer Hester is the contact for the account (the account is being paid through Janice D********'s credit card). The account has been cancelled three times, yet we keep getting billed. We have disputed the charges with Citibank and Citibank has advised us that it has to be canceled through the company. We spoke with the company again today and are told that we still have to pay another $70 even though it has been canceled several times. They sent the account to collections even though the bill that hasn't been paid is from August 29th not even 2 weeks old. We have been hung up on several times by account managers and the managers have been extremely rude to Janice, the disabled elderly account holder. We have been harassed to make this last payment even though the account is canceled. This contract is currently canceled yet they still want us to pay another $70 which I don't feel is legal. When you call this company you're bumped from department to department before you're treated rudely and hung up on. The initial office workers at the pest control location are nice but when they switch you to an account manager you're treated poorly and disconnected constantly. We want this noted so that it does not happen to anyone else and want a poor rating reflected on them so that no other elderly or disabled people are taking advantage of and treated poorly the way Janice has been. We also want this last bill removed since they have not been to the house since May or June. Why do they feel they can collect for July and August, since we have called and canceled three times since July and one more time today?

  

  Business response

  09/13/2024

  Dear Janice,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. We have removed the outstanding balance from your account. Your account is now closed with a zero balance. If you have any other questions or concerns please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered a year long contract w/ Hawx Atlanta East in Aug 2023 for payment of $59.99/ month they were to provide quarterly pest control and could be called out more often as needed. They auto drafted this payment every month. They showed up for the first service and proceeded to not show up for the next two services. I called them in June to report this and request my contract be cancelled or to be refunded for the missed services. They refused any refund and wanted to charge me an early cancellation fee. The acct manager offered to not charge me the July payment in order to let my acct remain active and to cancel on schedule in August. I provided them with written request to cancel my account at the end of the first year. I thought I would be done with them at that point. They did not cancel my account upon my written request and instead it autorenewed and they billed me in Aug and Sept. When I realized that I called repeatedly to request a refund and they 1st argued with me that I had not requested to cancel - so I resent the email from June. They cancelled my account that day but are refusing to refund me for the Aug and Sept payments bc "I did not cancel before the end of my contract" - but I did. The person I spoke with in June did not record our conversation honestly bc they read notes from his conversation that are not at all how it went. They refuse to even let me speak to a manager and just keep repeating that I did not cancel my account so they do not owe me a refund. Then why did they suddenly up and cancel it on the same day I resent the termination email and not charge me an early termination fee then if I supposedly had allowed my contract to auto renew. They quickly cancelled it when I resent that email, so why do they not owe me the two payments of $59.99 they took in Aug and Sept??? They have collected a total of $839.86 from me and provided me with ONE service of the four I was owed and have never even offered an apology. Crooks.

  

  Business response

  09/13/2024

  Dear Kristin,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. We have refund the payments made in August and September. Please keep in mind it could take five to seven business days to reach your account. Once again we apologize for the the inconvenience this may have caused. our account is closed and you will no longer receive services. If you have any other questions or concerns please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a 1 year contract with hawx Pest Control. I paid out my contract and called the company to let the know I no longer wanted their services after I paid the contract out. They have taken 2 payments since then and refuse to give me my money back for those 2 payments. They told me I have to pay an early termination fee for a contract I no longer have. I want those 2 payments back. I feel like I've been scammed.

  

  Business response

  09/12/2024

  Dear Sandra,
  
  We do apologize for any inconvenience this may have caused you. Once the agreement ends it continues on as a month-to-month service. While we cannot pre-schedule cancellations, if you are wanting to make any changes or cancel your account you would need to call in to do so after the final payment. When can refund the charges with an approved proof movement document. If you have any other questions, please give us a call at 855-527-2343.
  
  Thanks,
  The Hawx Team

  Customer response

  09/16/2024

  I am rejecting this response because I was told to call them by July 12 th to let them know that I would no longer want their service once my contract was over and I did that. They were not suppose to take any more money once my contract was over. I did exactly what I was told to do per their representative.  I find this company to be deceptive. When I called to complain about them taking the money they told me I didn't understand how their contract works. I know that I had a 1 year contract and I paid it out. I know that I called them on July 12th and told them I did not want to continue receiving service from them and I thought it was all taken care of until they took more money out of my account 

  

  Business response

  09/17/2024

  Dear Sandra,
  
   Thank you for reaching out to us concerning your account. After reviewing your account we can see that you had called in on July 10 the day before the final payment would have been made to complete the agreement. We are unable to pre-schedule cancellations that is why the account remained open. We do apologize for the inconvenience, we have refunded the payments made in August and September. 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 855-527-2343.
  
  Thanks,
  The Hawx Team

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hawx was hired to provide pest control services in 2019. One of the benefits was they would provide a respray at no additional cost at my request. I requested a respray. I called when no one showed up. I was told that the respray had been completed. I disputed that due to the fact that we had not been home, it would have been impossible for the respray to have been done. After some back and forth and the company's unwillingness to provide the services promised, I requested that my account be closed and no further treatments be applied to my residence. Hawx then charged me a cancelation fee of $200+ which I refused to pay because they did not fulfill their part of the agreement. They have been calling me for 5 years to collect and will not stop after repeated requests to do so. Today, 9/11/2024, I contacted the company after 2 calls within hours to request they stop the calls. I was informed that this was a charge I would have to pay or they would continue the calls until they received their money. I should not have to pay a cancellation fee to a company that did not provide services as promised.

  

  Business response

  09/11/2024

  Dear Bobby,
  
  We do apologize for any inconvenience this may have caused you. Due to closing the account on September 20th, 2019 we had to add the early termination fee. You were told of this fee at that time. The charges are valid. Your account is closed. If you have any other questions or concerns, please give us a call at 855-527-2343.
  
  Thank you,
  The Hawx Team

  Customer response

  09/12/2024

   
  Complaint: 22270536
  
  I am rejecting this response because: As described, Hawx did not fulfill their obligations as outlined in the agreement. We requested a respray, inside and out, and no one from your company ever showed up. When we called, we were told it was completed as requested. IMPOSSIBLE! We were not home. Please explain to me how your tech was able to access my home while i was not present. When this was brought to your attention, it began a back and forth exchange with no end in sight. I did request to cancel our agreement because of your failure to perform as agreed. I will not be paying the early termination fee as I made you aware of at the time. Your questionable business practices have put your company in this situation and those practices are exactly why I canceled. I will not be held liable for your inability to perform services as agreed. 
  
  Sincerely,
  
  Bobby Spears

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I own multiple rental properties, I had service agreements with a few of my properties. So, I contacted them for my property on *** * ******* ** ******** **, I wanted to only have a one-time service for rodents. I had been having issues with my other accounts with services either no-showed or rescheduled back to back. So I did not want a contractual long term service agreement. Only one appointment. This was fulfilled and I paid for that service from May 2024. Someone from the company enrolled this property into a yearly service that I did not agree to, and a service was conducted in June 2024 that was not asked for or agreed to by me for this property. I had called in June to speak about my other accounts, but this one was not included. Now I am being charged for services that have no legal contract or agreement associated with them. I would like charges on this account to be removed, outside of the May 2024 charges that I had requested.

  

  Business response

  09/11/2024

  Dear Justin,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. After reviewing your account, we have removed the outstanding balance due to the service agreement not being signed. Your account is now closed with a zero balance. If you have any other questions or concerns, please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22265945, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Justin Lincoln

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up with Hawx a year ago on Sept 1st, 2023 with a year long contract with a special they had. I got a phone call a couple days before Sept 1st, 2024 seeing if I want to take advantage of a new special rate. I informed them I was moving and would like to cancel my services, They explained to me that if I didn't wait until the end of the year promotion that I would have to pay the early termination fee. The 1st was a sunday and the 2nd was labor day so their customer care was closed, so I called on the 3rd to have my services canceled. They were able to cancel it but a few days later I received a notice that I owed $89.99 for the entire month of September. I called to speak with someone about it and they told me there was nothing they could do because the invoice goes out on the 1st, even though they were not open for me to contact them. The lady on the phone also refused to transfer me to her supervisor or manager. No services were received for the month of August or September. The last time they had sprayed was in July. I have not paid the last invoice so I'm not looking for a refund, just a bill adjustment and account fully closed.

  

  Business response

  09/11/2024

  Dear Corey, 
  
  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. The balance on your account has been removed and your account is closed. If you have any other questions or concerns, please give us a call 855-527-2343.
  
  Thanks,
  The Hawx Team

  Customer response

  09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22264141, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Corey Norris

*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. ↩