Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2023

  Type:Order 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.

  Apex refuses to give me copies of any contracts I may have signed. They refuse to provide me with a printout of my dates of services and my payments. And they refuse to provide me with proof of cancelation of their services. They made an unauthorized auto-payment after their last service. I was not contacted about this transaction before, and they have not ever used this methodology payment with my account before. I believe I had a right to being contacted before changing this new method of payment, based on a precedent of method of payment. I was charged an overdraft fee of $32, because of this transaction. Social Security is my only means of income and that puts me on a tight, regimented budget, with little room for unexpected costs.

  Business Response

  Date: 09/25/2023

  ****

  We've tried many many times to reach you at your phone number at ***** ********. I've called twice today and Luke the pest control manager has called multiple times last week. I would like to get this resolved. We have no issues giving your statement or dealing with the overdraft fee but we are unable to reach you. Please contact me at ************ to resolve these issues. Thanks

  Austin H*******

• Initial Complaint

  Date:10/24/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  *** ****** *****We have used Apex for Termite inspections and occasionally for quarterly pest control for many years for both our personal residence as well as another property we own as a rental property. Because of having Apex claim to have serviced our rental property when it was vacant and padlocked to where no service could have been provided, we have had an understanding that we must have made an appoint for them to come provide service and we have to be present at time of service. Over the last several months, we have been contacted by Apex attempting to make an appointment for service, but each time we have told them we would call them when we were ready to schedule an appointment and reminded them not to send anyone out without our making an appointment and being physically present. On or about October 10, 2022, our doorbell rang at our residence and an Apex man said he was with Apex and here to perform service. I told him we did not have an appointment with Apex and would not accept service. He went back to his truck, wrote out a bill, and put it in our mailbox. While doing this, our phone rang and it was the Apex office manager telling me they were billing us. I told her we would not pay the bill for we did not schedule an appointment and for him to remove the bill from our mailbox as it was a federal offense to put that in our mailbox and if he did not, I would call the police. She called him and he removed it. I called her back and told her I was recording our conversation because I wanted it on recording that, as I had told them many times, we did not want service unless we made an appointment. She put me on hold and then hung up the phone. On Friday, October 21, we received a bill from Apex for $125 in the mail. The bill does not show any reason for the bill, only lists “Description: Invoice”; “Item: Charge”; “Amount: $125”. We no longer want any service for our residence or our rental property from Apex and want this charge removed as no service was provided.

  Business Response

  Date: 10/24/2022

  It is our company policy for customers that are under a quarterly pest control contract, monthly pest control contract, or annual termite renewal bond contract, that the invoices are sent when the billing period is due as stated in the original agreement contract. If the customer does not want the service at the time it is due, they will still receive an invoice for their contract, and we also provide options for future appointments and services at no charge so they can be with our technicians if they desire. This helps us keep our customers on track with their proper cycle for when their service is due. 

  We try to speak with every customer before sending a technician to the customer's home, however it doesn't always work that way. Sometimes we have to leave a voicemail, email, etc that can get missed or was sent to the wrong phone number, email, etc. It's likely there was a miscommunication with this customer during the scheduling process. 

  My position is that we apologize to this customer for any inconvenience or misunderstanding. I would love to speak with the customer personally if that's possible. The $125 bill they received is for an annual termite renewal bond. There is not a "service" provided for this charge as it is termite protection coverage on the home itself, much like car insurance. The technician that was at the home was there to perform a courtesy inspection for their crawlspace/garage. I highly encourage them keep the bond, but if they choose not to, it is well within their rights to do so and we will remove the charge as desired.

  Business Response

  Date: 10/26/2022

  We will update the customer account in our systems and remove the balance, and cancel all future services as requested.

  Customer Answer

  Date: 10/26/2022

  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. 
  
  Regards,
  
  **** *****