ComplaintsforPreventive Pest Control, LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted with Preventive on 6-11-24 for quarterly pest control, with the proviso that I could request extra service if needed. They have been here 4 times in 4 months, and the pests are as bad as ever, with centipedes coming into my home now, when they never have before! I can't garden, because the ants are so bad. I do not wish to continue paying for service that doesn't do what is advertised. I canceled with them today. The lady said they would charge me an addituonal $239.00. I looked at the contract. It states if for any reason I am not able to pay, they can charge me that amount. It's not that I'm unable, but unwilling. I won't pay for a promised outcome that I'm clearly not getting. I say it's false advertising.

  Business response

  10/08/2024

  Ms. *******,

  I'm sorry that you have had a bad experience with our company.  We really strive to make our customers satisfied, and I am hoping that we may have a chance to do that for you.  I can see in the notes in your account that you had cancelled, but the reasons given for the cancellation were very different than the reasons that were documented here.  If the problem is truly service related, I would love to have a chance to have one of our managers come out and assess the situation and provide a higher level of care.  I would do this at absolutely no extra charge and see if we can get things on track for you.  Please let men know if we can do that for you.

  Sincerely,

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

  Customer response

  10/15/2024

  Complaint: ********
  
  I am rejecting this response because:
  Alicia from your office had wrong information about our conversation, *** ******. She indicated an amount due that would terminate the contract, which is not what we talked about. She also changed the date for *** to come out to my house 3 times. 

  Once again, it seems your company says one thing, and does another.

  I would rather end this.

  
  
  Regards,
  
  ********* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/22/2024

  I apologize for the miscommunication.  Per your original request, I will terminate the contract and waive all cancellation fees.  The account is now closed and no additional payments are due.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A short causacin guy came to my home and I agreed to only 3 visits by Preventative Pest Control. They never gave me a copy of my contract, the guy was suppose to email it to me, he never did. Now they are trying to falsify and forged a document, that I never signed and never agreed to 12 months, Never. I can buy a bug spray for $10 at Home depot. They sent me an electronic copy for 12 months, but I never gave permission for 12 months. I have been calling them to ask them to stop but they keep saying I have a contract. The picture they sent of the contract was not the caucasain man. I want out of the false, forged contract, they keep extending without my permissoin and falsifying, and they claim they are going to add a fee to cancel and send to the credit bureau. Why?

  Business response

  09/26/2024

  Hello *******.  It appears that per your request, the contract was cancelled earlier today and the early termination fee was waived.  I have attached a copy of the original service agreement.  Please let me know if i can be of further assistance.

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Salesmen lied to me and switched contacts from quarterly to monthly without my knowledge resulting in more charges than was foreclosed.

  Business response

  04/26/2024

  Mr. *******,

  I sincerely apologize for the miscommunication that has occurred.  We make every attempt to be transparent in our pricing and our agreements with our clients.  For this reason, our technicians will always review the most salient points of the service agreement to make sure all parties are on the same page prior to engaging in service.  I am attaching both the document that was sent by the sales person as well as the supplemental document that was completed (on paper) with the technician prior to service.  Please review these documents and compare to your records.  Both documents indicate that billing will happen on a monthly basis (this allows us to spread the payments out to a monthly frequency rather than quarterly in order to be more budget friendly)

  At this point, we have not yet executed the weed control portion of the service that you agreed to due to the high winds we have been experiencing.  If you would like to cancel the agreement without getting the weeds serviced, I can refund $360.38 of the cancellation fee.  If this would be an acceptable compromise to you, please let me know.  We will not proceed with any services until i hear back from you.

  Customer response

  04/29/2024

  If we may proceed with your refund stated and close this out that will be satisfactory

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ****** *******

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 22nd a salesperson from Preventive Pest Control Las Cruces came to my home and offered services. Salesman stated that there would be no monthly fee as it’s a service you call for whenever you need it and pay for eveytime service is done. Not only was the service not effective when I tried to get in contact with them the number always showed as “not available”. I tried the website and same thing “website does not exist”. I had no way of contacting them to redo the job. So I let It go and decided to not get services with them again. However I noticed my card was being charged 2 times unauthorized on 8/22/23 and 9/22/23. A portal was provided and I was enrolled in autopay without consent. So I removed the autopsy and tried to reach out again. The same thing as lastime happened “website not supported”, no phone calls were answered, and no emails I had sent out previously or currently were answered. I contacted my bank and filed a dispute. However it’s still pending. I did not authorize for this company to enroll me in autopay or save my card information. Which they did. And for services I did not receive since they stated it’s a month to month service. I want to contact them to get a refund for 2 unauthorized transactions but I can’t seem to get ahold of them in any way. Not emails, phone calls or website ($75.76 each)

  Business response

  09/25/2023

  Ms. ******,

  I am sorry to hear about your experience.  This is certainly not the experience we would want our customers to have.

  I'm not sure why you weren't able to reach out to us through phone or email.  I checked the phone number and website immediately upon receiving this message, and they are indeed working.  I'm not sure what happened.

  I think there may have been a misunderstanding about the type of service that you signed up for.  The service is a monthly subscription that entails a monthly charge, and service as often as you need that, whether that be several times in a month, or perhaps once every few months.  If we don't hear from you for a three month period, we would reach out to schedule a preventive service just to make sure that were stay ahead of problems.

  I've attached a copy of the agreement.  Please let me know if we can reconcile this issue and continue to provide service.  The number that is published and reference in your screenshots, ************ goes straight to our customer service center, and they can set up service for you at any time.

  Thank you,

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

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Service with Preventive Pest Control Begin May 2021. The estimated fee included internal and external treatments for pests (ants, scorpion, etc.) Their fee for once every 3 months treatment was $96.91. Within that period of time if any ants or pests resurface I could get an additional treatment at no cost. my home is 1355 sq.ft. The problem begins here: 1. I called for additional treatment and was charge $96.91. It took 3 phone calls to resolved the charge. 2. I have never received any internal treatments. 3. I would received billing statements without any evident of anyone actual there 4. I wrote a letter to management with complaints and cancelled the service, never received a reply 5. On 7/28/22 an employee showed up for service I refused and ask him to leave. On 729/22 I received a bill for $107.99. I do not want this service. I want this charge cancelled because this company is terrible, lies and has no respect. They never honor their contract I paid for bad service for months . Thank you for your assistance in this matter. ***** ********

  Business response

  08/05/2022

  Ms. ********,

  I am sorry that there were misunderstandings concerning the parameters of the service.  We do make a lot of effort to make the terms of the agreement clear, including a thorough checklist that is presented by a technician (separate from the salesperson) to make sure there are no misunderstandings.  I have attached both of the documents here, and would ask that you please review them.

   

  The service was never intended to be an every three months service.  As you can see from the documents, the agreement consists of seven service, with the first two spaces 4-6 weeks apart, and the remaining services 2 months apart.  Therefore when you called for additional service, you were within the time frame where we perform another regular charged service.  It appears that with the back and forth on this we did in fact end up waiving the fee for that service, even though the agreement is clear that it should have been paid.

   

  The regular service consists of treating the outside of the home, and the inside can be treated any time you request.  Most pest problems are resolved by an exterior only treatment, so we try to avoid treating inside unless it is necessary, but are always willing to treat upon request.

   

  In addition to the service in July of 2021 that was not paid for, you also refused service in November 2021 and March 2022.  Although this was outside of the parameters of the agreement, there was no charge for these services.  Even after all of these accommodations, you still requested to terminate the agreement early.  For this reason, I believe that the cancellation fee is valid.  If you would like to resume the services with the understanding that you can request interior service (as well as additional follow up services when necessary) we can complete the agreement with no cancellation charges.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service representative came out to our house about switching to their pest control service and we told the specifically we didn’t want to get into a contract because we were trying to move to Wyoming they said no worries they’d wave the fee and so we signed the contract and when I called to dispute the cancellation fee they said all that matters is what’s in writing. This is super unprofessional and a scam. They tricked us into a contract by telling us one thing and doing another. If we would have known we couldn’t cancel we wouldn’t have signed a contract. Now we are in Wyoming and stuck paying either a service for a house that we no longer own or a cancellation fee.

  Business response

  04/14/2022

  In response to this complaint, I have reviewed the account and the documents that are attached.  We strive to be completely transparent in our pricing and our business practices, and we do not want to have any misunderstandings or any ill will with any of our clients.  When we contract with outside sales people, we make sure that all paperwork is filled out completely and accurately.  As an additional step to avoid any misunderstandings, the technician that performs the service will use an additional document and checklist to make sure that there were not any promises, unwritten agreements, or miscommunications of any kind.  I have attached both of these documents here to demonstrate that everything was up front and in writing.
  
  The pricing that we use for continuous service that is done for a minimum of one year is understandable lower than the pricing that we would use for a one time or an as needed service.  For example, the price for the initial service was discounted by $140.  While reviewing the notes on this account, it looks like there was already a compromise made where rather than charging the full contracted cancellation amount, which would have been 215.98, the office manager only charged the discount that was given on that first service ($140.00)

   

  I apologize that there was a misunderstanding, and again, we go to great lengths to try to avoid anything like this happening, and nevertheless we did make concessions by waving the cancellation fee and only charging back the discount.

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