ComplaintsforABC Humane Wildlife Control and Prevention, Inc.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired *** Wildlife in the Fall of 2020 to address a flying squirrel problem we had. Over the next 18 months, *** Wildlife failed to provide the services promised -- *** Wildlife promised to (I) catch the flying squirrels and (ii) once caught, determine how the flying squirrels were getting into the attic, and seal these access points.However, after 18 months, and ZERO efforts made to locate and seal the access points it became VERY clear *** Wildlife was only interested in capturing the animals and charging the retrieval fee for each capture. Only ONCE did they attempt to locate an access point, and when they did they "sealed" it with cardboard and duct tape -- this is not a JOKE, I could not believe what I saw when I got home -- and they charged me ~$200 for this "seal". *** Wildlife's business model is to simply capture animals and charge a retrieval fee. *** Wildlife has no interest in identifying and sealing entry points because this cuts off the income stream.After firing *** Wildlife, we hired another company that was IMMEDIATELY able to locate the entry point and seal it. This was done in the first WEEK, this new company did in 1 week what *** Wildlife could not do in 18 months. Please stay away at all costs.

  Business response

  04/23/2022

  On October 10, 2020, *** Wildlife inspected and identified a flying squirrel issue at the ********* residence. Our inspection resulted in the identification of three flying squirrel entry points, as well as extensive woodpecker damage. The client declined our remedies for the woodpecker issue. Penetrable barriers for the purpose of monitoring were set over each of the three flying squirrel entries in order to monitor the activity at each potential entry point. This is the cardboard and duct tape that the client is referring to, and they are not meant to be a patch or a repair, and the client was very aware of this monitoring process. A fourth entry was identified during the first return visit to remove a captured flying squirrel on October 19, 2020. Throughout the trapping process, only one of the entries we were monitoring was breached by wildlife. On October 29, 2020, after capturing five flying squirrels, a technician offered to seal up all of the entries found. The client opted to have us seal only one of the four entries with an expanded temporary steel patch, informing our technician that they would address repairing the additional entries themselves. On October 30, 2020, an *** Wildlife associate reached out to the client to offer an inspection in which full cosmetic repair quotes would be provided. The client declined this visit, stating that they no longer thought they had a wildlife issue. The client stated that they were satisfied with their temporary repair at that time and turned down an inspection to provide quotes for a permanent solution. 
  

  On December 21, 2020. The client contacted us with reports of new wildlife activity. Our inspection resulted in the identification of another flying squirrel issue. Due to the presence of significant snow and ice prohibiting us from safely inspecting the roof, we werent able to identify the flying squirrels entry point until January 28, 2021. During this visit, an *** Wildlife technician placed a penetrable barrier over the entry point to monitor animal activity. After the barrier remained intact for an adequate amount of time, we installed a temporary expanded steel patch over the entry. Another five flying squirrels were removed during this trapping process.
  

  On May 29, 2021, the client called back again with another flying squirrel issue. Flying squirrel traps were set on May 31, 2021. On June 19, 2021, the client requested the traps be removed due to lack of activity. No flying squirrels were captured during this round of trapping. 
  

  On October 28, 2021, the client called us again reporting wildlife activity. On November 11, 2021, two entry points were discovered. Penetrable barriers were placed over the entries at this time. Five more flying squirrels were removed during this trapping process. Due to a brief delay in providing a service plan for repairs to the property, the General  Manager offered to discount the repair service by $300. Our office reached out to the client five times (12/2/2021, 12/3/2021, 12/5/2021, 12/15/2021, and 12/18/2021) in order to confirm performing the repairs at the discounted rate. The client never responded. 
  

  The aforementioned penetrable barrier is what the client is referring to when they say that we patched a hole with cardboard and duct tape. This was not a patch or a repair, it was a monitor to gauge activity at the entry points. This monitoring process was explained to the client both verbally and in writing in the trapping agreements they signed. At no point was the client charged $200 for these penetrable barriers. The two patches that were installed over the identified entry points are made of expanded steel mesh, not cardboard and duct tape.
  Due to the ongoing nature of this wildlife issue, we offered the client several services either free of charge or at a reduced rate. We never charged an additional trap set fee for setting multiple traps in their home, and we performed several trap checks and inspections at no charge. 
  

  This client was offered multiple opportunities to have the vulnerabilities on their home repaired. During the first round of trapping in 2020, rather than taking advantage of our offer to close all identified entry points, the client chose to have us patch a single entry point and then declined a no-charge inspection to provide a quote for a full, permanent repair. In 2021, when the client finally agreed to have us perform a structural inspection to provide long-term animal proofing and repair solutions at a significantly discounted rate, they never returned our calls to confirm having the work performed. We worked very hard to try to make this client happy. Unfortunately, the clients rejection of our repair recommendations throughout our several engagements made this issue drag on for a very long time. We made every effort to remedy this clients problem. Even though we do not feel that we did anything wrong, we are willing to refund this client's most recent chargeable visit fee of $95.

  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I realized there were squirrels in my garage attic and called a few pest control companies that didnt deal with squirrel issues. I was given the name of **** Out of desperation I called them fully expecting them to enter the property do a full inspection (which I was told they would do) then trap and relocate the squirrel. Rather than set traps INSIDE where the issue is they set one on my fence and when we question how they can insure they are trapping our squirrels and not every squirrel in the city they assured us their process was sound. They refused to enter the area where the issue is. Infestation is a scary and emotional thing. I wanted the issue resolved so I moved forward. Seven squirrels several hundreds of dollars and several documented lies from this company later. I still have the issue. No permanent resolution proposed (although they had another inspector come evaluate what construction for permanent fix would be needed. I never received that proposal just shelled out money to have them trap squirrels on my fence. The deceit is intentional, I have evidence of their lies and double talk and now have to hire another company to resolve and provide some sort of permanent solution.

  Business response

  03/24/2022

  Hello, **********************.
  We have reviewed the recording of your initial phone call with our **************************** and our trapping and indicator processes were described to you accurately. Our Trapping Agreement also covers this information, and you signed it indicating that you read it, understood it, and agreed to it. At no point did the **************** Representative give you the expectation that we would be setting traps in an indoor confined space. Our trapping agreement discusses that traps are most often installed on the exterior of the roof. 
  There are many reasons for our trap setting protocols. We take the safety of our technicians, our clients, and our clients property very seriously. When trapping for squirrels, best practices dictate that trappers should set traps on the outside of the home near the opening that the squirrels are using to enter the home and as near to the squirrels path of travel as is practical. Using this process provides the client with the best chance of success, the least amount of disruption in their home, and is successful in the vast majority of cases. If this process fails it is sometimes possible to set squirrel traps in an attic, but setting the traps in the attic increases the danger of damage on the interior of the home, creates a number of safety issues for the client and our technicians, and does not greatly increase the chances of trapping the squirrel or squirrels living in the attic. 
  Animals are accustomed to leaving their dens to look for food and we have great trapping success by placing the trap in the animals path that it takes once it leaves the hole in your soffit. In your case, the squirrels are coming and going from your soffit and then traveling along your fence. Setting the trap in the attic also means that our clients will need to enter the attic space daily in order to check the trap for captures, and we dont want our clients to take this risk or risk having the squirrel enter their living space when they open the attic to check the traps. When an animal is captured in an interior trap, the client needs to be present in order for us to remove the animal, because we need access to the interior of the home on the day that the animal enters the trap. We avoid this, because it can be a great inconvenience for our clients to have to take off work in order for us to retrieve an animal. 
  
  We have made several attempts to address your concerns and provide alternative solutions to your issues. You first expressed concern to us on 3/9/2022 by text. As soon as you made us aware you were displeased, we attempted to contact you to discuss alternative trapping options, however you told us to stop calling you. We left you a voicemail on 3/9/2022 inviting you to call us to discuss the issue, but we did not receive a call back. Your account was immediately escalated to our Field Operations Manager. After he reviewed your account, we sent you a message letting you know that we would be dispatching a technician the next day, 3/10/2022, at no charge to reinspect and determine if it would be safe and possible to make an exception and set the traps directly in your garage attic. We also picked up a squirrel for no charge on that visit. When presented with the opportunity to relocate the traps to the attic and also add additional traps in an attempt to accelerate the process, your family member (a gentleman) who met with the technician at your home declined, and said you were not interested. I would also like to note that when we sent an Inspecting Technician to your home on 3/8/2022 at no charge and he offered to inspect the attic, and you declined. 
  We dont feel that we did anything wrong in this process, and we communicated clearly verbally and in writing upfront. That said, we will refund your initial visit fee of $165, simply because you are not satisfied. You should see the refund on your credit card in 7 to 14 days. We have already waived the fee for the pickup of your last squirrel. We are not refunding the fees for any other squirrel pickups. The work was performed exactly as described and its unreasonable to request the return of these fees.
  
  
  

  Customer response

  03/24/2022

   
  Complaint: 16893432
  
  I am rejecting this response because: the business lied multiple times regarding their resetting of indicators. I have photo evidence of this. This was described as the key to how they could assess if my squirrels were breaching the temporary barrier. Since this was repeatedly not done as evidenced by us witnessing the technician access the cage through our front gate and leave through the same gate without ever going into the alley which would be required to reset the so called temporary barrier / duct tape. I did receive a voicemail from fiend technician claiming to have reset this but immediately observed that it wasnt done and g he ave photos to prove this. When we initially spoke I was told theyd come and trap squirrels yes, this is true. I was NOT told they would not enter the space where they were suspected to be and further that the trap would be set outside my space. When asked how they could assure us that the trapped squirrels were our squirrels and not just random neighborhood squirrels they assured us it would be our squirrels. With few options available to us we moved forward only to be lied to and the root cause of the problem has not been addressed 
  

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

  Business response

  04/04/2022

  Hello, **********************.
  We feel we have been communicative about our indicator process. This process was explained to you over the phone and was also detailed in our Trapping Agreement. We cover the animals entry point(s) with a penetrable barrier we call an indicator and then monitor that barrier for disturbances to see if the entry point is still being used by additional target animals. If the barrier is breached, we reset it on our next visit. We follow this process until the indicator remains intact for a set number of days, and then we suggest moving forward with animal proofing and remediation once were sure the infested area is vacant. 
  

  Here is maybe where the confusion lies. If the indicator we previously placed is not breached, we do not reset it, as it is still intact. In total, we set indicators over three potential entry points at your property. Entry #2 was breached and reset multiple times, entry #1 was breached and reset once, and entry #3 was never breached. Again, if an indicator is not breached, we do not reset it. You provided us with a picture of a breached indicator on entry #2 and claimed it proved our technician did not reset the indicator on his visit. Considering that we captured seven (7) squirrels in a weeks time, and this entry point was breached on a daily basis, it is very clear that you had a heavy squirrel infestation, this was an extremely active entry point, and a squirrel breached the indicator after our technician had reset it on multiple visits. 
  

  I assure you our company and our technicians in no way benefit from not resetting breached indicators. It is always our preference to resolve an infestation as quickly as possible so that the area can be animal-proofed and secured against future infestation.   
  As stated in our earlier response, we reviewed the recording of your initial phone conversation with our **************** Representative thoroughly. At no point during your discussion were you given the expectation that we would set the traps in the interior of your garage. Furthermore, as stated before, as soon as you expressed concern about the trap placement, we escalated your account to our Field Operations Manager and repeatedly attempted to communicate with you about the possibility of relocating the traps to the interior of the garage attic. You turned this offer down. 
  

  We have made every effort to resolve this to your satisfaction, including removing multiple squirrels at no charge and offering to refund your initial inspection fee, but you have not been willing to communicate with us. We have been responsive and straightforward with you.  
  
  

  Customer response

  04/13/2022

   
  Complaint: 16893432
  
  I am rejecting this response because:

  The email within the complaint says to respond but it does not allow me to do within the complaint record. Please confirm receipt of this and re-opening of this case

  
  

  I do not accept the response from this business they have lied and provided NO resolution to the issue at hand. I have provided evidence of their lies and there have been no steps taken to resolve. Their explanation of the indicator reset process is a complete lie and the photos attached prove this. The voicemail left by the technician PROVES they completely lied. Furthermore, she continually refers to the recorded conversation. In that conversation they promised a complete inspection of the premises for potential entry points for pests which NEVER happened where exactly is the full inspection report.  There are multiple complaints about this business and their unscrupulous practices on Yelp which I understand are not relevant to this discussion but I will be reaching out to encourage those individuals with a similar experience to file complaints as well. 

  
  

  I have since had this issue resolved by another company in an hour for less than a third of the price this company. I have provided all of the evidence of the lies below.

  
  

  I demand a total refund and will be satisfied with nothing less. 

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired *** wildlife to address a raccoon problem at my home. Despite having serviced the property several months prior for the same issue, they informed me that they would have to conduct another inspection at a cost $140. They stated that a reinspection would be required in order for them to create a tailored made treatment plan, best suited to resolve the raccoon problem. During the reinspection, I informed the tech that I had two face to face confrontations with raccoons since their last visit. I then showed him two sites where their company had originally placed their traps. His plan was to place the new traps in their original locations. Once no activity had been detected for at least a week, they would put up indicators over the entry points to track the movement of raccoons. At which time the indicators remained intact for over a week, *** would then return and inspect the attic free of charge. Subsequently, they would then provide me an estimate for remediation of the attic and repair of ALL the raccoon damage. However, a month into the job *** started to lie and refuse to follow through with their own treatment plan. They refused to put up indicators or even inspect the attic, citing facts about the house that were well known to them from day 1. For example, the fact that the house was made of stucco or the height of the house. They even went so far as to lie about the condition of the roof, stating that it was too unstable for them place the indicators. However, that had absolutely no problem getting up on that same roof to retrieve 15 raccoons at a cost of $85 per trapping. I ultimately fired *** when it was confirmed that after trapping raccoons for nearly four months, that they were actively breeding and having babies in my attic. Even despite ***s assurance and false claims that raccoons only breed in the winter which was also a lie. Unhappy with their offer to continue trapping, I asked for contact info for the owner or corporate they refused!

  Business response

  03/14/2022

  Dear, BBB Representative.
  ******************** owns multiple properties that she has engaged our firm to provide service for.Our first visit to Ms. ********* property located at ******************************* in ******* was on June 11, 2020. On July 30, 2020, after we trapped five animals over the prior six weeks, ******************** was told by our team that we are not able to offer any kind of repair to this home because of the degraded condition of the roof, and we will not be able to walk on her roof any further due to its condition. ******************** said she was upset that we would not walk on her roof or quote repairs for her home, but she said she understood. 
  

  On May 28, 2021, ******************** called again stating that raccoons had invaded this home once more, and that she has been renovating the home and that she would like to receive a quote to repair the raccoon damage while we again set up traps for raccoons. When our team realized that the roof was still in the same condition that it was when we previously told ******************** that we could still not walk on the roof or repair holes through which raccoons had entered, we offered to remove our trap, refund the trap setting fee, and stop service. ******************** declined our offer to stop the service and have the trap setting fee refunded and she asked that we continue trapping and removing raccoons from the home, even if we would not offer to seal the holes in her roof. ******************** spoke with managers in our firm on a few more occasions requesting that we walk on her roof, and offer a quote to repair holes in her roof, but we politely explained to her repeatedly that we could not offer this service for safety reasons. 
  

  ******************** asked if she could take the repair quotes that our company issued for another property she owns, and have the services performed at this property instead. When she was told no, ******************** was upset that we would not walk on her roof or offer services to repair the raccoon holes in her roof, and she stated that this was the reason that she had decided to hold our raccoon trap hostage and not allow us to pick it up on 9/10/2021. She stated that she would be keeping our trap and that she would dispute all monies paid on her credit card because we would not quote roof repair or walk on the roof. After numerous telephone calls in which a number of our managers tried to convince  ******************** to allow us to pick up the raccoon trap from her home, ******************** finally allowed us to pick up the trap on 9/23/2021.
  

  Our firm has not charged ******************** for anything other than trapping raccoons and servicing the raccoon traps. Her attempt to dispute and seek a refund for these services, if she is successful in her dispute with the credit card company, constitutes theft of services. She has received services and should not receive a refund for any of the service fees that she paid. 
  

  All of our state-certified wildlife control personnel are tested on the state examination about when raccoons give birth to their young. Breeding occurs from January through March with the peak occurring in February. Gestation is approximately 63 days. It would not be possible for anyone on our staff to furnish an answer to this question that differs from this one, because they each have to learn it verbatim to earn their wildlife control license.
  
  

  
  

  Customer response

  03/21/2022

   
  Complaint: 16801803
  
  I am rejecting this response because:
  
   Lie # 1: *** claims that they only charged me for trapping the raccoons. I have provided you with a copy of their invoice for the $140 inspection fee. Lie#2 I allegedly requested them to take and estimate from one property and apply it to another. *** was hired to provide trapping services at another property of mine. However, they were contracted not to trap raccoons but rather squirrels. For that property once the indicator had remained intact for more than a week, technician A called me and asked if I wanted them to schedule an appointment for them to do an inspection and estimate for the squirrel damage. I politely informed him, that wouldnt be necessary because the property was already under contract. The new buyer would purchase it AS IS and had agreed to make all Village required repairs prior to sale. It does not make sense to get an estimate for repairs, that I was not required to make. I have provided you with a copy of invoices that prove, as per my original complaint that *** uses indicators as a tracking method to confirm that all pests have been removed. It also proves that they removed their traps and safety anchors in my absence. So please have them provide actual proof to back-up their false accusation. Lie#3 the roof was too unstable for them to walk on it. I have attached a copy of an invoice from my roofing/gutter contractor, who performed work at the property months prior to ***s June 2020 service date. Not only were they about to install brand new gutters but were also able to make significant repairs to the exterior of the house without any problems. The roof was allegedly so unstable that it was able to support the weight of multiple roofers, several ladders and additional equipment without any problems. Not one time did my licensed roofing contractor decline to do the job because he thought the roof was unstable. The most damming piece of evidence is that despite ***s current claims the roof was still in the same condition that it was when we previously they still took on the job, went up on that roof more than 25 times without a single complaint. Not one time did they decline to service their traps nor did the opt to terminate nor suspend their services due to safety concerns. They didnt quit, I fired them.
  

  Business response

  03/28/2022

  Im saddened that we are having such a difficult time communicating. ******************** starts by saying we charged a $140 fee that she thinks is not trapping related, yet she has been told each time she called us to set up trapping that this is our initial trap setting fee, which begins the trapping process. Clearly this is a trapping related fee. 
  

  Another contractor, especially a roofing contractor, walking on Ms. ********* roof is not evidence that our animal control workers should have walked on her roof. Our team evaluated the situation and they were not comfortable with the roof. We let ******************** know that we were unwilling to walk on her roof and she decided that she wanted us to continue trapping.  Our team members are certified in wildlife control, and they do not have the same ability to assess or traverse roofs that a roofing contractor does.  
  

  There were several occasions when ******************** called the office upset, and our team waived charges for her. We offered to stop trapping at this home multiple times, but ******************** kept insisting on wanting additional animals removed. If it will help to resolve this issue we will refund the $140 trapping set up fee. If ******************** would like to accept this offer, all she needs to do is let us know. 
  
  Thank you

  Customer response

  04/02/2022

   
  Complaint: 16801803
  
  I am rejecting this response because *** Wildlife has  shown that without a shadow of a doubt, that they are a dishonest and disreputable company. Their actions to date have made it blatantly clear to me,  that they  from the very beginning  they  knew that they were not qualified to handle the job. However, rather than be upfront and honest about it they instead opted to engage in fraudulent and deceptive business practices just to make a quick buck. That being said, I refuse to accept any amount of compensation less than what I am entitled to. So in closing I would like to thank the BBB for your  assistance in this matter but it is oh so clear that I will have to seek other avenues outside of this forum to receive the justice that I truly deserve. 

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

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