Complaints

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• Initial Complaint

  Date:22/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive website and business practice. May 31, using website, I called Mr Pests control regarding an ant problem. Website states free estimate and 10 percent discount. Over the phone they state they charge for estimates and also 10 percent discount was never applied to my invoice. I was NOT satisfied with the service provided. Messy application. Poison powder thrown on walls and kitchen floor (where no ants) and left exposed hence dangerous to children and pets. House stank of poison for at least 24 hours after application where company said safe after 4 hours. Externally they did not spray around all entryways as I was told they would, I was sitting inside beside my patio and I saw nobody there to spray that part of the structure (window or door). I suspect this was the case elsewhere. Given the speed they were in and out (less than an hour) I find it hard to believe that anyone can do a proper job treating interior or exterior. No report provided describing source of infestation, they just blanket sprayed house. They refer to the report when questioned, but then refuse to share treatment report as it is internal. Aggressive request for full payment before job completed. Full payment before service is completed is not only irregular, it is not communicated before engaging company for treatment. No written estimate provided. Verbally I was told one week to stop seeing ants, then later, via email it was up to 3 weeks. Just past the 3 week mark of internal treatment I am finally seeing a reduction in ant activity. Instead of 100 percent satisfaction guarantee. They refer to a one-time additional treatment for warranty. I was not provided any warranty information. Ideally I would like a refund, this was a horrible customer service experience. At minimum, I believe I am entitled to the discount stated on their website which appears to be giving false information.

  Business Response

  Date: 03/07/2022

  We would like to go over the events for clarifications purposes. 
  
  
  1- After providing with timely inspection appointment,  our licensed, experienced technicians visited, inspected, diagnosed the ants and provided explanations on site regarding treatment, chemicals, preparation, etc . We have answered many  questions on site, by phone and by text messages, all in a timely manner, by the office staff as well as by the technicians. We have also provided unusual details regarding treatment on the invoice, as per client’s request.
  
  
  2- We gave time to prepare for the spraying and scheduled another appointment to treat. We where there on time, sprayed and explained that treatment residue needs to stay and are normal; answered questions and rescheduled the outside treatment to provide with the most optimal results, despite this being another unexpected trip by the company to the client’s. Our goal is always the best treatment results. 
  
  
  3- We visited a third time to perform the exterior spray on a good weather day. Answered questions on site, by admin office and by asking the technicians to call back. We dispatched two technicians, therefore, our work is not priced nor valued by the time spent at the property, rather, it is valued by the quality, licenses, insurances, results and customer experience.
  
  
  
  
  3- We have a well established guarantee process, and we always stand behind our work with confidence. We have explained to the customer on several occasions that the residual effects of the treatment takes up to three weeks to show it full effect. The client have contacted us on a weekly basis after the treatment and we were understanding, providing follow up advice and asking to trust the process. Upon request to send us evidence of live ants, the client sent us a picture of dead ants on window trim and dying ant on a video. We are the professionals and we trust our technicians diagnosis of your evidence as well as the timing needed to solve the problem completely. Despite of these evidence provided,  we still requested that the client keep monitoring the situation and explained that we will be delighted to provide a follow up treatment should the client need it. The customer have then answered that they no longer see ants and agreed to keep us posted. We had solved the client’s problem. We can share the evidence provided upon agreeing to shore , or emails, if needed on this platform. Therefore, we do not believe that there is any ground for guarantee dissatisfaction or issue, giving the service standard provided. The three months guarantee is still active, and we will be welcoming to receive any evidence of live ants presence by the customer. 
  
  
  4- There was a limited time website discount/ code that was not mentioned at the time of billing. The invoice is closed and we are unable to process any retroactive discount. By courtesy, the service manager agrees on a 10% discount for the next future service purchase. We can communicate the details to the customer, upon request and for his record. 
  
  
  Finally, we are happy that we have solved the client’s pest problem in a timely manner, we take pride in offering the best service standards and treatments efficiency. 
  
  
  All the best

  Customer Answer

  Date: 04/07/2022

   
  Complaint: ********  
  I am rejecting this response because:
  The website did not state that there was a code that must be mentioned to provide a discount. I assumed that the discount would be automatically applied. I am entitled to be refunded the amount of the discount.
  Sincerely,
  ***** *******

  Business Response

  Date: 04/07/2022

  Despite our effort to explain our procedures on many occasions and our well maintained business practice as well as the courteous discount offer, we are sorry to hear that the customer is still unsatisfied. We wish the customer all the best.  

  Customer Answer

  Date: 04/07/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  Offering to apply a discount to future business is unacceptable, given I will not be seeking future service with this company. I expect that the company should be honest and honor the discount they advertised on the website by applying it retroactively to my bill, which they should have done at the time of invoice.
  Sincerely,
  ***** *******