ComplaintsforInsight Pest Solutions WA

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 6/27/24, a man came to our home selling pest treatment services. When we declined, he kept discounting the price until we finally agreed to a treatment. He had me sign an electronic pad for the payment receipt of $53.26. Next thing I know ** getting an email saying I signed a 12 month contract. The technician showed up for the treatment and eventually convinced us to go ahead with the treatment but I still didnt appreciate the way I had been scammed into signing an agreement. The company has agreed to cancel the agreement after I had to tell a handful of different employees what happened, but they charged me another $53.26 on 7/27/24 that I never received the treatment for. They are now saying it is because 3 monthly payments equal one treatment so I am not due a refund. This is after they originally told me it was because the non discounted price is over $400 and they would normally make me pay back the discount for cancelling the agreement, but they arent because of the situation. They then told me the cancellation fee is equal to what the original technicians services were, which was $100, so nothing else is due. They cant seem to get any story straight and are scamming people into signing agreements. They are making it our responsibility that their employee offered us a discount just to get us to agree to a treatment. They are trying to penalize us for canceling an agreement that we never agreed to in the first place.

  

  Business response

  08/19/2024

  ****** and I were able to communicate. There was some confusion with this account but hopefully now all is taken care of. I did refund her the one extra charge and kept the charge for the first service that we did. She did leave a message letting me know that that would be fine. Hopefully this will take care of this complaint. So sorry that it didn't work out and for her frustrations. That is never our intent. Thank you

  Customer response

  08/19/2024

   
  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. If this is not a scam company, I hope they will train their sales representatives to be more straightforward and not so shady.
  
  ***********************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was taken for a ride by this company. I was approached by a salesman in my driveway who stated one of my neighbors had signed up for an initial treatment and because the truck was in the area anyway, they were running a group special for the neighborhood. I could have four treatments for the year for four easy payments: one treatment per quarter, one payment per quarter at a rate of 89$ plus tax per payment. We made the first payment, they showed up to do the initial treatment, and everything was fine.Then, the additional charges showed up. I was billed two months in a row then three. At this point, I decided something was weird going on, so I called my local branch in *********, **. I asked them why I was being billed monthly when I was only supposed to be billed once per quarter, and I hadnt had a treatment this quarter yet anyway.I was told by the first person, a male named ******* or *****. I was honestly so angry, I dont remember, and he stated, Well, I dont know what the salesperson told you, but we dont do quarterly payments. Our contract says you have to pay monthly. He further stated, The salesperson was clearly new and not trained properly. Therefore, to him, I was stuck paying triple for the service, and nothing could be done.I asked for the manager I told her I was given the price on a flyer, and she verbally stated that unless I had the flyer, they would not honor the price.In essence, unless I could prove they were lying to me, they would not honor the deal I was sold on, and it didnt really matter what their employees said in the field anyway because they werent trained properly, so what they say doesnt matter.This is not an ethical company.

  

  Business response

  08/15/2024

  I did try to reach out to ************** to work with him and to come to an understanding. He expressed he did not have time to speak with me. I'm sorry for his frustrations and do understand them. I did take the opportunity to listen to the phone call between him and our customer servicer representative and our account supervisor. He claimed both on the BBB complaint and to our two representatives that he was given a piece of paper or flyer with a written agreement on it for $450 dollars from the salesman. If the salesman truly did that, we would stand behind that and I'm sorry if that was not fully communicated to him. All we asked is that he would send in a picture of that written promise between him and the salesman so that we could honor that agreement. It would have also given us the chance to speak with the salesman to rectify this situation and to retrain, if necessary, because that is not a price we offer at this time. Customers can and have called in to fabricate the details of their agreement to get a better deal. We realize that not everyone is like that and not saying that is Mr. short at all, but we do need to verify these things to protect ourselves as well. It is also sad to say that sometimes we get summer sales people that make mistakes or are not on the up and up. So, having him send in the handwritten agreement would have helped both him and us. I know he said he was happy with the first service and we would like to continue that for him. I would love the opportunity to speak with him directly. I can work with him on the price he was offered. I will refund the 2 monthly payments but will keep the initial payment as we did service and as stated he was happy with that service. If ************** has further questions or would like to discuss anything further, I hope he will give me a call.

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I will accept the refund but have no desire to do business with this entity again and do not trust them with my payment information. Please mail me a check for the two months you agreed to refund. 

  You can keep the first month payment as you stated for the first treatment.

  
  Sincerely,
  
  Marshall Short

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5/25/24 I signed up to have Insight perform pest removal & control, which I thought included the spider webs in the crawlspace. The 1st appointment was set for 6/10/24 between 11am-12pm. NO ONE SHOWED. I called, spoke with a woman who saw the appt on the calendar. She called the *************** appt was not on his schedule. She said she would try to get my appt rescheduled. No call, but at 2pm the tech showed up - unannounced. He was nice, did some perimeter work, said the crawlspace wasn't something he did. He left a trap near the back - not sure why. On 6/25/24 I had ants all over my laundry room. I did a cursory cleanup myself to get rid of them & called Insight around 9:50am. I was asked if the tech sprayed inside - No! I made an appt for 6/29 between 8am-12pm for another tech to come out. By 12:10pm on 6/29 NO ONE SHOWED or CALLED. I called the office and spoke with someone who was unable to reach the tech. I was upset & asked why no one called to let me know of delay. He said that they do not do that - techs will just show up. I told him I thought this was a lack of customer ****************** and unprofessional. I told him I was too disappointed to reschedule at that time. I sent a text to customer *************** a reply from a salesman. After a few emails explaining the situation, he sent my info to a supervisor. On 7/8 still no word so I sent another email. On 7/11, **** responded apologizing & asking me to call - no real comment about my concerns. I did not call, preferring written communication, but I responded by email & asked him to read the entire email chain. He never replied. To date (18 days), no real response to my concerns. I would like to cancel my service without paying the exorbitant fees.

  

  Business response

  07/18/2024

  ***** and I have had the opportunity to talk. We have come to an agreement and had a wonderful conversation. At this time we will continue to service her property.

  Thank you,

  ****

  Customer response

  07/18/2024

   
  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

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  At least every quarter, a representative from this company attempts to solicit services at our home despite our no soliciting sign and repeated requests that they stop. I've let the salesperson know in person as well as the company via email and they will not stop.

  

  Business response

  05/14/2024

  *****,

  Thank you for letting us know of your issues with our company. I'm truly sorry as that is something we do try to watch. I'm not sure why you mentioned it happens every quarter as we do not have door to door salesman out all year long. We only have summer sales. No matter, I still am sorry for your frustration. I did call and left you a message, letting you know, that if you would like to speak with me directly, I would be more than happy to have you give me a call. I can be reached through our 888 number, **************. 

  Thank you,

  **** (Insight Pest Solutions)

  Customer response

  05/20/2024

   
  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services were not performed as promised, after contact to resolve the issue No returned calls as promised, money taken from my account with no permission once cancelled, tried to resolve issue and no body could help me, no return call from management, repetitively hung up on and refused to answer calls

  

  Business response

  10/26/2023

  I did have the opportunity to speak directly with the customer. We had a very thorough and positive conversation. I told her I would listen to all telephone calls between her and our customer service reps and see where the ball was dropped. She did inform me at that time that I would hear how angry she was when she called in. I appreciated the warning. I did listen to the calls and we did fail to get her reservice scheduled and it went south from there. She was unhappy that we were unable to do this reservice as she really did have some pest issues. I told her I could get a Tech Manager out to work on those issues and hopefully she would stay on in the interest of helping her as our customer. I told her I would listen to the calls first and then we could make a decision as  to what would come next. Since listening to those calls, I have reached out via phone call, email and text and have not been able to get a hold of her or receive a call back. I was very willing to work with her and make this so much better for her. I wished we could have spoken to go over solutions with both office concerns and service. As far as a manager not reaching back out to her, we did but I don't know if she realized that he was a manager. In our defense, we were in the middle of starting a new program when dealing with cancelations and he did not have all the information so he did cancel her and charge the fee. She then called back and a supervisor could not speak at the time. I then received the BBB complaint and this is when I reached out to her. Her account has been closed and no further action will be done from us unless she should call back in. She did get her money back. Thank you

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a year service contract from an in-person solicitor. The solicitor claimed the pest control folks would visit monthly to spray. On the first visit, I was informed they only come 4 times a year. They barely did anything and pests did not dimmish. ****, learned my ****** and paid the rest of the contract through. On their last visit, I informed the technician I do not want to continue after the service contract has ended. He acknowledged.Several months later, I get a very unprofessional email from *************************** claiming my contract has been on "hold" and demanding I owe them "fees". No other details. Not even an amount. After some back and forth, ***** finally sends some table copy-pasted from an internal system they have that shows I made 9 payments instead of 12. Claiming they only charged me 9 months because my contract was on "hold". No apology for the error on their part, just demands. ***** forwarded the contract. First, this contract was not shown to me at the time of signing. My signature was copy/pasted all over this contract I was never provided. The contract states that I am to make 12 payments of $50 each over the course of 12 months, fine. However, now, they are demanding a one-time payment of $150 for their own clerical error for the missing 3 months when my account was on "hold".The contract also has excessive verbiage that suggests they could come back for more fees. To solve this, I asked ***** to send me an official bill for the $150 with a statement that they close my account with no more fees. I will need a lawyer to verify the statement and the contract where my signature was copied without my consent to ensure they do not come back for more fees.The company should reimburse any lawyer fees which are now required due to their own internal billing errors, or drop the $150 lump sum fee which is against what the contract states.

  Customer response

  09/14/2023

  This has been resolved with the company. They have dropped the charges. Thank you.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Per my home inspection report I had water damage in my crawl space and some mice activities, needs clean up and fill up gaps, might need reinstall flooring, and sanitizing. I called insight pest control to do the home inspection advice. I spoke with the guy of insight that they could help. He said in able to do that he said he would send me a service agreement allowing them to work in my crawlspace. I asked the amount is too much , he then gave me a 50% discount. He didnt even mention about it is a promotional discount. He asked me he will send me the amount that I need to agree and sign. He asked me where to send via email or via text , i said via text. He said it is a one time text. I received it in a second showing the amount in big numbers, he said go sign. I signed in less than 30 seconds. Then the service was started , I cancelled it on March 22 because it was not the service I thought it was . Because it was only putting baits and then they will just come back in 2 weeks then check. Its nothing about something filling gaps, remove moisture/water, clean mice feces, and sanitizing. And then I receive an email back to them that I need to pay back $194. I called the company asking for explanation as to why I need to pay $194 back or 212 with tax. They said I signed a contract. I said I dont recall signing a contract. They then emailed me the contract after I refused to pay back as to my knowledge I didnt agree or signed for any contract. That was misleading. They then forwarded me 2 audios. I listened to 2 audios. Told their supervisor and manager that as they can see there is absolutely misunderstanding between me and the man who sent me the price to sign. In the audio i asked about financing, filling gaps, work done. All I thought was the service I was looking for what Im looking for is construction. In the second audio its about the insight staff that he will send me the service agreement allowing them to come to my crawl space including the ****** for me to pay so that they can get me started. After it was sent , still talking on the phone with him he said go sign it. I signed it which took me less than 30 secs to sign. To my surprise, I was misled the guy in the phone said it was an agreement that allowing them to look into my crawl space - he didnt tell me it was a contract agreement. I complained that that phone call was misleading. Their guy didnt mention that it was a contract that has a one year contract, promotional discount etc. When I signed the amount I didnt see any written agreement at accompanying the amount that I will pay that day. Even today I couldnt find the contract agreement via my phone. I honestly thought I was signing up the the agreement letting them to come into my crawlspace and nothing about a contract at all. It will take me at least 20 mins to read agreement, he made me sign to a misleading document in less than 30 secs. I have 2 audios from them to prove it. Couldnt upload audios I paid them a total of $523 in a month for the service that wont even apply for me. All I ask is not to pay anything back as I believe I didnt enter into any contract. I cancelled the service March 22, today I just received a pending charge from them $212 from my card- this should be waived

  

  Business response

  05/04/2023

  Hello,

  Thank you for reaching out. I was able to listen to those two calls, and I'm really confused by your complaint as the concerns brought up in your complaint aren't even mentioned in the call. The discussion was about the services we provided, and the opportunity to have an inspection for some of the other concerns, which was set up and completed. We weren't even informed of some of the concerns, and we were clear about what we would be doing. I also would love to attach those calls, but the BBB doesn't have an upload for their type of file. As we have already discussed with you when we sent those phone calls we set up and completed what we arranged to do, you even communicated on the calls about the discount and signing the agreement. The salesman didn't directly say that if you didn't complete the one year agreement you would be charged, but he did mention the year agreement, and he did mention the discount provided. I am sorry for anything you were confused about, but he did answer your questions too. I recommend listening to those calls again and paying attention to what you didn't mention in the calls that you mentioned here, and how your questions were answered and I think you will see we did exactly what we said we would do.

  Please let me know if I can be of any assistance with this.

  Customer response

  05/05/2023

   
  Complaint: 19871110
  
  I am rejecting this response because: the salesman didnt say a year agreement at all.   The salesman clearly said an agreement stating that I am allowing them to work in my crawl space and nothing about a year agreement-  he sent a link via text only.  Please read attached document I just attached, a message from your company If there is ANYTHING that did not live up to your expectations, please let us know so we can make it right. Thanks! . Honor what your company said and please Im letting you know that it was not the service I was looking for,  I shouldnt be charged a dime. My crawlspace has lots of damages : water flooding caused by broken dishwasher, needs new insulation, filling gaps and possible mice activities, per home inspection report.  It was not the service I was looking for.  And please accept the fact that I have no knowledge about the accompanying contract that all I was thinking is just allowing your staff to enter into my house/crawlspace.  $212 is a lot of money for me as a single mom and currently battling with cancer.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/22/22, Insight Pest Solutions came to our house to spray for cockroaches. They explained to my wife and I that the fee would be $207.50 for the initial service plus two additional follow-up visits (if needed). My wife provided our credit card information, signed a portable device (for taking orders in the field), they sprayed the house and left. On 10/24/22, Insight charged our credit card an additional $86.51. Wondering what this was for, we called Insight and they said we had signed a 12-month contract @ $86.51 per month. We asked for a copy of the contract and here is what we found out--Insight had downloaded my wife's signature to a 12-month contract, the downloaded signature is not even close to *****'s, we did not authorize this contract and Insight will do nothing to undo what they have done. They (Insight) have gone as far as to threaten to turn us into "collections"In summary, here is where we are at:We have paid Insight $294.01 ($207.50+86.51) for spraying the house "one" time.The contract that Insight generated (with invalid signatures) specifically states -Roaches are covered by a "Separate Program". The roaches are the reason we called them in the first place.The "one" time service did not eliminate the roaches (we still have them).We have spent hours on the phone with Insight representatives and they refuse to correct the problem. Insight has threatened collection action against us.I don't know if what Insight has done constitutes fraud or not. To me it certainly doesn't look right.I can support my position with hard copy documents, valid signature documents, as well as dates and names of all parties involved.Thank You *******************************

  

  Business response

  12/09/2022

  Thank you for reaching out, we want to properly address any concerns customers have. Could you please help me in finding your account? I used the name, address, phone number, and email address you provided, and we do not have a matching customer with any of them.

  Customer response

  12/09/2022

   
  Complaint: 18525792
  
  I am rejecting this response because:
  

  The Company that I submitted the complaint about (Insight) did not adress any of the issues. Have them try looking under "***************************", property address "200 *********., ***********, ** 98003".

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

  

  Business response

  01/13/2023

  Thank you for providing that information so we can look up the account in question. I have included the signed service agreement agreeing to the year of service, as well as found the call recording where ***** agreed to a year of service. It looks like we set up everything with her. Unfortunately I am not able to upload call recordings as the BBB doesn't have allowed file types for recordings, but if you would like to review the call please send me permission to do so and I'll email it to you. I apologize for any confusion with the account, but it looks like ***** signed up for the year and agreed to it before services were performed. There was actually never a mention of a one time service on the call. Please let us know if we can help with anything more.

  Customer response

  01/24/2023

   
  Complaint: 18525792
  
  I am rejecting this response because:  As we explained in our complaint dated 12/14/2022, Insight has fabricated a 12-month service contract and has used our credit card information to charge us for service that we did not authorize. Insight has made only one service call (that did not correct our problem) and they have been paid for that. Insight continues to bill us (monthly) for services not performed, they have threatened us, and they refuse to admit that they have generated an invalid contract that contains computer generated signatures. Insight also refuses admit that the fabricated document specificly excludes the treatment for "roaches" which is why we contacted them in the first place. My wife and I are both 75 years old and I think Insight feels they can bully us into paying a 12-month invalid contract totaling $1245.62. We need help in dealing with these people. Thank you      
  
  Sincerely,
  
  *******************************

  

  Business response

  02/03/2023

  Email has been sent. Thank you for asking for that file.

  Customer response

  02/06/2023

   
  Complaint: 18525792
  
  I am rejecting this response because: This response is only a recording of our original telephone conversation. It does not address the issue of Insight generating a 12-month service contract that we did not authorize or sign. The response also does not address the fact that Insight has only made one service call that did not fix the ***** problem and the fact that the contract they generated specifically excludes cockroaches. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off theowner came to our house at 8 pm. We didnt answer at first but he continued to just stand outside until we did. He explained all of the services he provides, said he would do around house, the eves, and a few feet into the grass. Mentioned that all our neighbors had signed up and that our problem would probably get worse if we didnt because neighbors pest would relocate. I mentioned our problems with bees and rats. Showed him all our problem area. He said they could go in crawl space to check for anything under there, because there was a hole in the vent screen He said to tell the tech the same thing. That they would secure anything that looked open. I mentioned that I may be moving in the spring, out of state. That Im not sure I want to commit. He assured me that there would be no cancellation fees. So I signed up, and they came out next day. The tech told me all he was going to do. I showed him all the bees and rat issues. I told him I needed to show him the crawl space because of the vent. Thats when he said wasnt going under house because that wasnt on the work order. So he ended up doing everything else but treating for rats or in crawl space. Thats when the bees got worse and new wasp/hornet showed up that I had never had before. Talked to neighbor that night and he said his bees had increased. The next day I called to have them come recheck things. They said I had appt. set 3weeks away. But showed up at neighbors 2 days later. That is when I called to cancel services and thats when I was informed of the cancellation fees, and cant cancel without paying fee. From there on the harassing started. They took $64.61 out of bank account for original service which they had not completed. I paid bank fees to have stop payment for any further charges that they threatened to take out. Then more harassing! Then today 11/10/22 they took $262.80 for cancellation. Bank said they must have used different merchant # or just forced it through.

  

  Business response

  11/15/2022

  The customer contacted ********************** on 8/22/2022 asking to be removed from any future services and claimed to have been intoxicated at the time they entered into the service agreement. Insight rejects the claim that the customer was too intoxicated to enter into the service agreement, as they were also present the next day at the time of the initial service,. They interacted with the technician and made no mention of the previously stated concern and allowed the representative from Insight to perform the work. It was not until the customer contacted ********************** with a cancellation request and was reminded of the promotional discount they were given on the initial service, which would be due upon early termination, did they then claim to be unhappy with the service provided. Insight attempted to resolve the customer's stated complaint by performing a no charge re-service, this was declined by the customer. ********************** maintains that it has made a reasonable effort to fulfill its obligations as stated in the service agreement.

  Listed below are the terms of agreement, these terms are clearly outlined and have been agreed upon by both Insight and the customer.
  

  Treatment Guarantees & Agreement Terms
  Re-treatment Guarantee: We guarantee that if pest activity has not improved in ***** days we will perform a re-treatment
  at no charge.
  Money Back Guarantee: In the event that pest problems have not improved after receiving at least 2 re-treatments for a
  specific interior problem between regular services, Insight will credit your account for the next monthly charge.
  Billing Frequency: Insight Pest Solutions will service on a seasonal basis and will bill your account on a monthly billing
  cycle. Payment shall be due every 30 days.
  Agreement Period: This is a one-year subscription service. By signing this agreement, I agree to receive and pay for all
  services as outlined. After the initial agreement period services will continue until canceled with a 30-day written notice.
  Termination of Agreement: If for any reason I am unable to fulfill the 1 year obligation associated with this agreement, I
  agree to reimburse Insight Pest Solutions for any *Promotional Discount given on the *************** as indicated below.

   As a solution, Insight offers to convert this account from a year long term to a 'one-time' service agreement. 'One-time' services are not subject to any 'discount reimbursement fee' as they are ineligible for promotional discounts and would be billed at a rate of $299 + tax. The difference in cost between the discounted service charge, the 'discount reimbursement fee' and the 'one time' service amounts to a reduction in cost of $80 plus tax. 

   

  Customer response

  11/21/2022

   
  Complaint: 18389730
  
  I am rejecting this response because: there reply was nothing but lies. I told and showed the owner about our concerns with rats bees and crawl space. The owner told me to tell the technician the same thing when he comes for the service the next day. I showed the tech everything I showed the owner.The tech did  Zero rat treatment, and didnt go into crawl space to address the vents for holes because you couldnt see them because of the decks. I called they said sorry we can come back in 3 weeks to address the missed services. I said no I wont to cancel because you didnt even complete the first treatment so I didnt need a retreatment because you didnt even treat it the first time. Then they either changed their merchant id number to charge my card or forced the payment through according to the bank and this was after I said that they had no permission to charge my card again. 
  
  Sincerely,
  
  *********************

  

  Business response

  12/19/2022

  I have attached the emails we have had with you. I see that at the first service the instructions were given that there were rodents, and crawlspace exclusion needed, as well as wasps. The first service the technician performed some exclusion work, as well as left you a note to contact the office if there is any activity after 2 weeks with the wasps.

  Our representative responded to your emails with trying to work with you. They went as far as finding a day that would work on **************'s route and asking you if that would work for you, and received a response of tresspassing and the Sherrif being called. We offered a discount on the cancellation since you had brought up some concerns, and our representatives were trying to work with you. They tried to get on the phone with you so they could understand your concerns better and find a way of working with you to resolve them. Unfortunately, you would not work with any of our representatives, and even got abusive with your words.

  We are happy to work with our customers and their situations. We in no way try to take advantage of any customer, and do our best to go the extra mile. We are limited in that we can only help customers that will communicate and work with us. I am sorry if there was communication problems on our side too, but at this point I am the only one in the company I am comfortable working with you on this until you show you can be reasonable, and any safety threats are removed, including emotional. If you wish to work with me, please actually work with me so we can find a resolution. We can continue through the BBB as far as it goes, but you can also reach out to me through work, my information here is provided, or if you email or call in you will be directed to me.

  Customer response

  01/05/2023

   
  Complaint: 18389730
  
  I am rejecting this response because:
  They have done nothing but lie and try and justify their not doing what they said they were going to do by saying all these lies. Again they did not perform what they said they would do on the first visit and wont ***** but when i dont wont the service because it wasnt done right you then try and bring up a cancellation payment and that it is part of the contract well so is completing what the contract says and you did not do that. You guys broke the contract by not doing what you said and there is no redos from us. You failed. We didnt. We paid and you didnt perform and complete services promised. Contract over you voided it by not completing services. 
  Sincerely,
  
  *********************

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - Treatment spray for spiders was ineffective. No difference was observed in number of spiders present in our dwelling.- I requested a respray for spiders after calling to complain that spiders were unaffected by the spraying. An insight associate told me a respray was scheduled, but no one showed up or called to schedule an appointment. I was ignored. The agreement said I was entitled to the respray if the results are ineffective. They also claimed that it was normal for the spiders to move around more and "see increased activity" after a spray. I saw just as many living spiders in my house as before they sprayed.-Initial service was 7/20/22 and I requested a respray on 7/28 for lack of results. I payed $60 for the initial service. Only after I requested service cancellation did they offer to reschedule a spray or do anything to fix the situation.-After exchanging emails, the company has ignored my desire to cancel all services and wanted to continue service at a discount. After I declined the offer, they said they require a "discount reimbursement fee" of $240. After the ineffective spray and ignoring my request for a respray, they have continued calling and texting me for the reimbursement fee even after I told them not to contact me.-Now they are threatening to take the fee to collections regardless of no actual service being performed. When confronted about the spray, the company moved the goal post and suggested I expected less from their spray. I do not wish to do any more business with them or be charged an unfair fee.

  

  Business response

  11/03/2022

  I am very sorry to hear that the desired effect was not achieved after your initial pest control service was performed. I see that you contacted our office on 7/28/2022 in reference to ant activity that was persisting in the master bedroom and bathroom. Unfortunately at that time you were advised that we were still within the prohibited retreatment period for the product combination that was applied at your home. It is regrettable that we were not able to immediately remedy your concern with the ants, but as a licensed pest control operator, Insight is required to follow all label instructions and restrictions for the products we apply. This restriction is for the safety of the applicator and the occupant of the home. Further, I also see that we did attempt to provide you with no charge follow-up service on 8/29/2022 and went as far as to offer to credit you for your next monthly charge; which you declined at that time and insisted upon cancellation. A good faith effort was put forth to resolve your initial concern, but you were unwilling to let the company make things right and ensure your satisfaction.

  Upon further review of your account, you were informed both during the initial execution of the service agreement and at the time of cancellation that you were receiving and eventually did receive a significant promotional discount of $240, and that discount would act as a 'cancellation fee' in the case that you terminated the agreement prior to the 1 year term.
  
  

  Insight also maintains that a good faith effort was made to rectify the initial complaint of 'ineffective service' but was not allowed an opportunity to do so and also that it fulfilled its obligations, as agreed upon in the service agreement and that the 'discount reimbursement fee' is a valid charge due to closing your account prior to completion of the agreement period.  

  Knowing that pests are often difficult to control and can be unpredictable, I would like to offer you the option of reopening your account with Insight and reinstating the previous service agreement, therefore negating the discount reimbursement fee. Upon reactivation of the service agreement I would be happy to schedule a visit to your home at no charge to re-perform the initial service in its entirety. Further, I would like to offer you a credit for the next 2 monthly payments totaling $118. If given the chance our pest control protocol is proven to be effective and I'd like to ensure that is the case at your home as well.

  Customer response

  11/06/2022

   
  Complaint: 18252559
  
  I am rejecting this response because: Insight Pest Solutions was given every chance to respray for pests and remedy the sub-standard service that I received. Insight had every day for a month to contact me to schedule a respray, and when a month past, instead of contacting me for a respray they sent me another invoice. Not only did Insight have every chance to 'remedy the situation', Insight Pest Solutions only seemed to care when I decided to cut all business with them.

  I was told to lower my expectations about the service over the phone. The customer service representative told me there is a 14-day transition period and in that time the number of spiders in the dwelling should reduce. Not only did that not happen, but I was also ignored for a month. Your customer service representative told me there is a period where spiders are disturbed from the spray and move into the dwelling. All of these details about the treatment came after the initial spray. Before the first treatment, I was told the spray killed the spiders.

  After they moved the goal post on their service, I was promptly lied to about getting a respray. I have documentation supporting all events that transpired and support the accurate description of the "Service" I received.

  Now Insight is leaning on a service agreement they themselves did NOT honor on the first line of their treatment guarantee. It is not my fault you can't keep the appropriate level of contact with your customers. They now expect $300 total in compensation for a job they did not and will not be completing. They attempted to credit my account and give me a discount on further service. It is not expectable to offer a discount for a service I do not want because Insight is not reliable.

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

  

  Business response

  11/15/2022

  The 'charge' in question is a 'discount reimbursement fee'. This fee was imposed due to the customer having received a $240 discount off of their initial service and subsequently not completing the agreed upon terms under the service agreement. Under the 'treatment guarantees & agreement terms' the service agreement clearly states the following. 

  1: Treatment Guarantees & Agreement Terms
  Re-treatment Guarantee: We guarantee that if pest activity has not improved in ***** days we will perform a re-treatment
  at no charge.
  

  2: Money Back Guarantee: In the event that pest problems have not improved after receiving at least 2 re-treatments for a
  specific interior problem between regular services, Insight will credit your account for the next monthly charge

  3: Termination of Agreement: If for any reason I am unable to fulfill the 1 year obligation associated with this agreement, I
  agree to reimburse Insight Pest Solutions for any *Promotional Discount given on the *************** as indicated below.

  When Insight attempted to contact the customer to confirm an appointment that had been made to provide a re-service at no charge, the customer then notified ********************** of their wish to terminate the agreement via email. The customer also removed their payment information and phone number from the account via the customer self service portal. ********************** maintains that it has not been allowed by the customer to fulfill the agreement guarantees within the service agreement, furthermore the service agreement has no provision under which the 'discount reimbursement fee' will be waived. It is unreasonable that the customer ask ********************** to guarantee any service rendered when we have been expressly prohibited from doing so by the customer. 

  Customer response

  11/28/2022

   
  Complaint: 18252559
  
  I am rejecting this response because: It couldn't be clearer or simpler that Insight's agreement is meaningless if Insight cannot adhere to its own agreement. I asked for a respray and they gave me nothing but excuses for not scheduling a respray. I am at no fault and no liability when Insight didn't schedule me and broke their own agreement. The one and only spray they did was useless. I waited a month, and the company ignored me. It's impossible to abide by the service agreement when the company feels they can spray whenever they want. How can I depend on a service I'm paying for when a company acts like this? I'm under no obligation to continue business with Insight, and I'm not liable for fees on a service agreement that was broken by the very company that that agreement belongs to. Insight did not hold up their end of the agreement and wants me to pay for it. I refuse to pay any fee to ***************************************************************************************

*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. ↩