ComplaintsforFox Pest Control

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired fox pest control to get rid of a bee infestation on my property. After months of paying $64 and change monthly for almost a yr. I am severely allergic to bee/wasp/ hornet stings and even after paying an initial fee and then monthly payments, I continued to be stung and hospitalized on a regular basis. Once a employee came out and said he sprayed all around my house but lied. The manager reached out after I gave a 1 star ****** review stating my security cameras captured the employee did nothing, came out to view my footage and summed it up as one big misunderstanding. The branch manager *************************** said, "what can I do to get you to change your review from a one star." I said let me out of the contract, he said that is something he could do. I keep receiving calls about past due bills and someone came to treat spray 6/25 after I had cancelled. I wrote a email prior to not send anyone and that my contract was over after I change my review from 1 star to 5 while the manager was still in my driveway. Today I received an email that the conversation never happened and that we can discuss a payment plan. This company doesn't care that I almost died twice and continues to ask for money even though I changed a review to get out of a contract, which they refuse to honor.

  

  Business response

  07/09/2024

  Thank you for notifying us of this complaint. I have reviewed ******************** account with our Branch Manager, and we felt it was appropriate to honor her request to waive the balance and close the account. This has been done, and no further treatments or billing will occur. We regret that we fell short of ******************** expectations and did not communicate more thoroughly with her. We hope she will feel satisfied with the above resolution and encourage her to contact our office if she has any remaining questions or concerns.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  07/09/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My last email to them (below) provides a good amount of context, however here are two important facts:The services provided produced zero impact on pest populations *********** has not responded to any of the 6 emails sent Latest email to Fox on Jun 24, 2024:Fox Pest Control,You have not responded to our email dated Friday, June 14, 2024, at 4:30 PM. Additionally, you have charged our card for services alleged to have been rendered on June 21, 2024. This is directly contrary to the instructions provided to you and a violation of your contractual obligations to cancel direct payments.Furthermore, on a call with your representative on June 13, 2024, I explicitly instructed that no visits to our home should occur unless an agreement was reached regarding your failure to provide service. Despite this, you visited our home without notice, without scheduling, and while we were on vacation. This action was against the instructions provided and was not authorized.You have consistently failed to respond to any written communication or address any service issues. Your refusal to follow direct written and verbal instructions exacerbates these grievances. The services you claim to have rendered were completely ineffective. Additionally, upon reviewing your contract, I noticed that your service terms do not cover wood-infesting organisms, which directly contradicts the verbal sales pitch given by your representative (redacted), who explicitly mentioned that termite and ********* ant damage would be mitigated by the specific service we signed for.

  

  Business response

  07/02/2024

  Thank you for informing us of this complaint. We are eager to assist this customer and resolve his concerns. Unfortunately, none of the information provided (name, email, phone) is connected with any accounts in our system. We request that the customer please send us the service address so that we can identify his account and begin to resolve these issues. Thank you.

  Best Regards,

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

  Customer Relations Manager

  Customer response

  07/03/2024

  Complaint: 21907209
  
  I am rejecting this response because:
  
  Fox-Pest has been provided not only with this BBB complaint ID but also our service address, the account number, the account holders name, the account holders email address and the account holders phone number.  This is evidenced by email correspondences and their response to them is confirmation of their receipt (snippet below).  This complaint response is simply a continuation of their dishonest behavior. 
  
  Note that there are a large number of online complaints and reviews describing in detail the same fraudulent sales and service tactics that were used on my family.  This complaint response and these similarities could point to these tactics being a part of the company's employee training in addition to its general culture.
  
  If the company wishes to make an honest response to BBB it will reference the email response it sent to me (to the same email address provided in this complaint) on Fri, Jun 28, 2024 at 11:22 AM.

  The redacted email snippet below provides further detail:

  -------------------------------------

  On Fri, Jun 28, 2024 at 12:18 PM ******* [redacted] <[redacted]@gmail.com> wrote:
  FX-Fox Pest Oxford Branch,
  Please direct your communications regarding this matter to the Better Business Bureaus until the complaint has been answered or settled. A principal at your firm should have received a communication from BBB in reference to complaintID

  [redacted].
  
  On Fri, Jun 28, 2024 at 11:22 AM FX-Fox Pest Oxford Branch <*******************> wrote:
  Thank you for reaching out to us regarding your concerns. [redacted]  I have also added several notes to your account, as well as included your previous emails so anyone who gets in your account will be aware of the situation.

  [redacted]
  
  On Mon, Jun 24, 2024 at 12:30 PM ******* [redacted]<[redacted]@gmail.com> wrote:
  Re:
  Account ********
  Phone 9xx.6xx.6xx
  Fox Pest Control,
  You have not responded to our email dated Friday, June 14, 2024, at 4:30 PM. Additionally, you have charged our card for services alleged to have been rendered on June 21, 2024. This is directly contrary to the instructions provided to you and a violation of your contractual obligations to cancel direct payments. [redacted]
  
  Sincerely,
  ******* [redacted]
  4xx [redacted] Avenue
  xxxxxx , CT, xxxxx
  
  
  [redacted]

  

  Business response

  07/10/2024

  With this additional information we were able to identify ********************' account, which was previously under his wife's information. After reviewing his account, it is clear that our office was not as responsive to his concerns as we should have been. This was unintentional and due to the sheer amount of emails our office is receiving during our peak season. Nevertheless, this is unacceptable, and we apologize for the frustration our lack of follow up caused. To make amends, we have refunded ********************' June payments, totaling $170.15. We have also waived the early termination fees for both of his subscriptions. The account is closed and no further treatments or billing will occur. We hope these actions will help us part ways on more positive terms and wish ******************** the best going forward.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have cancelled my account several times only to have them come again and bill me. At least 4 times this happened. The last time was February 2024 when I was informed my account was finally cancelled. Fast forward to June 2024 and a tech is at my house. I have told this company many, many times to stay off my property. Next time will be having the police arrest them for trespassing.

  

  Business response

  06/11/2024

  Thank you for notifying us of this complaint. Our records show that ************************' account was closed in March of this year. No treatments have been scheduled or performed since that time. I believe the technician ************************ saw was possibly at the wrong address by mistake, from another company, or a sales representative. If the technician was from our company, we apologize for any inconvenience and would like to assure ************************ that his account is closed and he should not expect any further contact. If he has any other questions, our office is happy to speak with him.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fox Pest Control started treatments for moles and voles 11/2/23. They only set out bait traps on the surface. Activity and burrowing has increased and has never gotten any better. It has only gotten worse. I was told that their service was guaranteed for 1 full year on the phone. After the initial treatments, if anything wasnt resolved they would come back to the property. They are now refusing to do so or refund my money Ive paid. Do NOT use Fox!!! I will be more than happy to send photos to BBB via email if requested. Their site wouldnt load my home foundation pictures.

  

  Business response

  06/07/2024

  Thank you for notifying us of this complaint. We regret that Ms. ***** was unsatisfied with her service and apologize for the misunderstanding about the warranty period. As described on the Service Agreement, the warranty period for mole and vole services is 90 days. This service consists of an initial inspection and treatment and up to two follow up treatments as needed. Because the customer continued to see pest activity, we performed an additional four treatments, which is above and beyond the Agreement. If Ms. ***** would like additional treatments, a new Service Agreement will need to be signed. We would be happy to send our Service Manager to the customer's home to personally evaluate the situation.

  I have attached copies of the customer's Service Agreement and all Service Reports. If Ms. ***** has any questions, we encourage her to please call our office.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  06/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: their treatments did nothing. Our issues only worsened. They also stated they covered 1 full yr over the phone. They should not be legally allowed to offer mole/voles service to customers. The manager even told me their treatments are to "lessen activity" which never occurred either. Im so disgusted. Ive paid $700 to $800 with zero results. Do not use this company!

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  People coming to my door over and over. 2 times a day (830pm). This needs to stop! When I call the office,it's after hours! It's after hours for me as well. Stop coming! It's borderline harassment at this point. If I need pest control, I will call you.

  

  Business response

  06/04/2024

  Thank you for notifying us of this issue. We apologize for any inconvenience our sales representatives caused. I have reached out to our Branch Manager and requested ****************-St.*****'s address be flagged in our system to ensure representatives do not return there. If there is any other assistance we can provide, we encourage her to please reach out.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  06/04/2024

   
  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

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hope this message finds you well.I am writing to formally request the cancellation of my pest control service with immediate effect and to ensure that I am not charged for future services. Over the past two months, I have been extremely dissatisfied with the service provided, and I would like to outline the reasons for my request:Ineffective Pest Control: Despite your treatments, I have not noticed any significant reduction in the pest issues at my home. I continue to see spiders and ********* ants indoors and have experienced mosquito problems in my yard. The products used by your team have proven to be less effective than those I have personally purchased from Amazon.Misleading Information from ***************** Prior to subscribing, I specifically asked whether the service would cover the entire outdoor yard, and I was assured it would. However, the technician informed me that their responsibility only extends to a one-foot perimeter around the house. Additionally, I was told that outdoor treatments would include wasp control, but the technician only handles certain types of bees. This misinformation has been misleading and disappointing.Unmet Service Expectations: In our most recent service appointment, we requested that the team leader, whom we trust for his experience and expertise, handle the treatment. Unfortunately, this request was not honored, and a different technician was sent instead.Given these issues, I am extremely dissatisfied with the service provided over the last two months. I was assured by your customer service that I could cancel my service at any time if I was not satisfied, without incurring additional charges. Therefore, I request the immediate cancellation of my service and a confirmation that I will not be charged moving forward.

  

  Business response

  05/28/2024

  Thank you for notifying us of this complaint. We regret that the customer was disappointed with their service experience. Our Branch Operations Manager contacted the customer to discuss these issues and closed the account as requested. No cancellation fee was charged, and no further treatments or billing will occur. If we can provide any other assistance, please reach out.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home has been dealing with recurring fleas for the last 2 years. We have no pets, have had our attics checked multiple times, and still the bugs continue to come back. *** has been unable to help us resolve this issue. When we enlisted another company to put their eyes on our situation, they checked our attics first and it was completely obvious that our attics are completely infested with rats. Its so obvious I dont know how Fox Pest would miss this unless theyre are completely untrained and incompetent in what they offer in regards to rodents. Even the sticky traps they put out just in case are not what should be used to catch rats! Our home is now glowing with flea poison, our attics are full of rats, and we still have bugs! We have 2 little kids and this is just unacceptable for what they are advertising. Its been over 2 years with these issues and still ZERO resolve.

  

  Business response

  05/24/2024

  Thank you for notifying us of this complaint. Our Branch Manager is now in direct communication with the customers to resolve this issue. We appreciate their willingness to work with us on a fair and positive resolution. We will continue to stay in touch with them.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Without scheduling an appointment, a service tech sent an email saying hed perform service on Wednesday, May 8, and no approximate time was given. I didnt see the email. There was no phone call or text. He arrived around 11 AM according to my ring doorbell camera. No one was home at the time. He may have sprayed around the outside of my home, but he did not spray inside. I received an email stating service had been completed. Thats when I saw the email saying hed be there on that day. I never received a phone call, text, or follow up email stating service could not be performed inside the home. I emailed them twice saying I wanted a refund and to cancel my account. I have yet to get a response. Id like to have my money back so I can afford to pay a reputable company to eliminate pests from my home.

  

  Business response

  05/23/2024

  Thank you for informing us of this complaint. We apologize for ********************** unsatisfactory service, and we are eager to make this up to her. Our Branch Operations Manager, ****, has been attempting to reach the customer by phone to address these issues. We encourage ****************** to please call our office at *************, and ask to speak with ****. We are committed to providing her with a positive resolution.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  05/24/2024

   
  Complaint: 21711782
  
  I am rejecting this response because:

  While I have received multiple voice mails from this company, *** tried calling back twice, but no one picks up the phone.  I left a message stating I want a refund and that I no longer want to do business with them.  

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

  

  Business response

  05/28/2024

  Our Branch Operations Manager, ****, has now made contact with the customer and come to a resolution. Her account has been closed and $50 has been refunded to her card (this may take 3-5 business days for the bank to process). An additional $100 refund will be sent to the customer via check. No further treatments or billing will occur. We apologize for the customer's unsatisfactory experience and hope our actions will help resolve her concerns.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  05/28/2024

   
  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

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aggressive and repeated door to door solicitation at 9 pm. Business ignored multiple requests to stop. Salespeople do not introduce themselves but ask many questions.

  

  Business response

  05/13/2024

  Thank you for informing us of this complaint. We apologize for the inconvenience caused by our sales representatives, and we will share this feedback with the sales managers. If Mr. ******* provides us with his address, we can mark his home in our system to prevent our reps from returning.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  05/13/2024

  Thank you for informing us this customer submitted a complaint. We are eager to address her concerns and come to a positive resolution. It appears the complaint documents failed to attach, so we do not have any information about the complaint. We encourage the customer to please try reattaching the documents so that we can address any issues.

  Sincerely,

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

  Customer Relations Manager

*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. ↩