ComplaintsforCatseye USA LLC

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Catseye to remediate bats in the attic of our home, replace the attic insulation, and seal any entrance points outside of the house. This was fall of last year, we paid in full approximately $16,000. For almost a year now, we have been calling on a consistent basis requesting Catseye return to the house to finish the job, and they refuse to schedule a completion date.

  

  Business response

  10/25/2024

  To whom It May Concern – In response to the complaint filed by **** ******* on October 17, 2024, file # ********; we sincerely apologize for any inconvenience Mr. ******* experienced. We have reviewed this complaint as well as the account history. Mr. and Mrs. ******* entered into an agreement for upper exclusion, abatement and bat eviction in August of 2023. The original work that the customer signed for was completed in November 2023. The bats were evicted, and the remainder of exclusion and the abatement was completed. The house was free of bat activity and the house was protected from re-entry of bats. At that time, we did install bat eviction cones, these cones are safe to leave to prevent re-entry although we do typically circle back and remove them the following season however, if the cones are left the house is still considered safe and bat free. The customer was concerned that we did not come back to remove the cones before fall of this season. One of our managers, Matt, made contact with Mrs. ******* on 10/24/24 and was able to resolve this. We have an appointment scheduled for 10/29/24 to remove the cones and check the house as a quality inspection. The satisfaction of every customer is most important to Catseye Pest Control and we again, apologize for any inconvenience and frustration this may have caused the *******s. Sincerely, Sara D*******  | Operations Manager

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service is for 2 units that are side by side (townhome). Person sent to lay and check traps was making false reports that they came to the home and they didn't. When complaint was issued was assured by 2 managers situation would be resolved. Never got a call to see how the changes they made were going and now they haven't lived up to their contractual agreement of coming to the homes every 3-5 business days. Both units have also been removing the pests on the traps themselves and not by the company. When you call someone is always on vacation or unavailable. One of the managers will barely reply to a text and will not call back when questioned.

  

  Business response

  09/28/2023

  Dear Sir or Madam; In response to the complaint filed by ****** ****** on 9/21/2023, file # ********; we sincerely apologize for any inconvenience Miss ****** may have experienced. We have reviewed the complaint as well as the service history and we realize, based on the complaint, that the customer was very unhappy with the service provided. Upon receiving this complaint, we immediately had a branch manager reach out to Miss ****** to resolve her concerns and put a plan in place to ensure she is getting the service she needs and signed up for. As a follow up to the conversations our branch manager has had with Miss ******, it was agreed by both parties that the initial services should be started over at no charge. As part of the resolution, a lead technician was assigned to her account and has completed two services; these services were performed on 9/23/23 and 9/27/23. We have spoken with the customer since these appointments, to ensure her satisfaction with this technician and the services performed. Miss ****** advised the office she was happy with the technician and his services, stating the work was thorough and met her expectations. There will be three more initial service follow ups in the first two weeks of October before moving her on the regular maintenance plan, which is a once-a-month service. The branch manager has assigned this same lead technician to all future appointments as well to ensure her satisfaction in the future. We are hopeful that this settles the matter and that this complaint can be closed with the customer feeling satisfied that her concerns have been resolved. Regards, Sara D******* | Operations Manager

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were excited to hire Catseye Pest Control to install their ******** system on the top part of our house around 4/2022 after finding a mouse in the attic. They went through the house from top to bottom and said the only entry points were in the top part of the house and everything else was sealed very well (which was supported by the fact that we hadn't found anything anywhere else in the house). We financed $7,000 through their financing company (********) and they were supposed to start work quickly after. They did not come out for at least a month (I can dig back and find exact date). Finally, they came and did a few things but did not finish. I kept asking when they were going to come back out. We were still finding mice (I can share pictures of them but did not want to upload in case it offends anyone, my husband has time stamped pics in his phone of all the mice). We were still waiting for the workers to come back out. Months past and the only people to come out were two managers just to tell me the workers would be out soon. I kept calling (I have call logs) and nobody would call me back. Finally, the last manager, Brian, came out and promised someone would be out by the end of November to finish the job. Nobody came. I called and nobody called me back. When I called the people that answered the phone mentioned that they didn't have anyone to do the work. I call for months and finally I call and say I want the contract cancelled because they never finished the work and we have more mice than we ever had. Finally, Brian called back and offered a discount and wanted to come back out and look around (as this never amounted to anything before and this had dragged on for a year without anyone even replying to me) I did not want him back on my property and wanted everything cancelled since nothing much was done. He started blaming the foundation (our foundation is perfect, fyi) and anything else he could think of. I want my financing zeroed out and to be done.

  

  Business response

  05/04/2023

  Dear Sir or Madam; In response to the complaint filed by ****** ******* on May 3, 2023, file # ********; we sincerely apologize for any inconvenience Mrs. ******* experienced. We have reviewed this complaint as well as the account history since the start of services in April 2022. The original call from Mrs. ******* was regarding noises in her attic. At that time, we found evidence of flying squirrels and mice. At the time of inspection, we prescribed rodent trapping for the mice, nuisance wildlife eviction for the flying squirrels, as well as an exclusion service to seal entry points for the flying squirrels. The agreement also included a recurring maintenance plan to control the mice on an on-going basis. A time frame for starting services was discussed with the customer at the original inspection and customer was advised of a 3-4 week period to start services. Catseye completed the trapping and eviction services, as well as the exclusion service within the original timeframe given and customer has had no flying squirrel activity to date. This indicates that the upper exclusion installed on the home is intact and working as it is designed. The original scope of work was completed as of June 16, 2022, including all necessary follow up appointments. The customer did call in October of 2022 stating she was getting what she believed to be mouse activity again. Upon inspection, the manager advised that the upper exclusion was otherwise intact and there were no signs of flying squirrel activity and no definite, visible entry points on the upper section of the house. He offered to send a team back out to perform additional exclusion work, for the lower areas of the house, even though this was beyond the original scope of work. We offered this as a show of good faith. We acknowledge that, at this point, we failed to follow through on this offer due to an internal error which lost the service request, and we intend to make it right. The customer called upset about this in March and wanted to cancel her maintenance package due to this reason and the manager was alerted. He spoke with her over the phone in recognition of the error, offered to revisit the upper as well seal some of the lower portion of house, even though it was outside of the original scope of work, at no charge. He also offered a partial refund in a good faith effort to make this right for her. She declined the offer stating she did not want Catseye at her home for any reason and refused the offer. Catseye Pest control cares about its customers and we stand by our services. We want to make this right, but we do not believe this customer is entitled to a full refund. Also, because the customer is not allowing us on the property to resolve this, we do not know how else we can help beyond what has already been offered. Sincerely, Sara D******* Operations Manager Catseye Pest Control 

  Customer response

  05/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. First, we called about ONE mouse we found in the attic. When they came out they found evidence of flying squirrels and mice. However, the tech said that the flying squirrels were not nesting there and there was no way to tell when they were there. Since we called about finding the mouse that is what we wanted services to seal up the top part of our house so this no longer occurred. We did not consider the flying squirrels since they were not nesting in the attic and were no longer there already. Upon first starting work in May of 2022, they were here for a day or two but said they had to come back to finish. They caught and evicted absolutely no flying squirrels because there weren't any. I call to see when they are going to come back. Finally, Garrett comes in June and does a few things but says there are a couple more weak points and he cannot finish that day. By July, we have had several more mice (I have mouse pictures I can send if you would like of the many we took out, I did not take pictures of the ones the techs took) and the tech who sets the traps comes out to remove them. He also stated that ******** was having a staffing issue and it might be a month or so before someone else could come out. I try to be patient as I understood there was a labor shortage. I called 3 times in August asking when someone will be out and the receptionist tells me someone will call me back and that never happens. I call in September and AGAIN nobody calls me back. Finally, I call again in October and say I want to cancel. Brian calls me back and says he is going to come out and take a look. So, he comes out and identifies immediately two more problem areas they need to address and promises me someone will be out absolutely no later than the end of November and he thanked me for understanding why it was taking so long since they had a labor issue. Nobody showed up or even called me AGAIN. Still mice, mice, mice. January I call yet again and tell them to cancel everything as we had to pay someone else to come out and finish the work. The contract needed cancelled and our financing zeroed out. NOBODY CALLS ME BACK. In April, I call and once again say cancel and say I am really getting angry that nobody will call me back. Brian calls and says he needs to check on some things and will call me back. He does not. I finally call April 11th and say where is Brian. He calls and apologizes and says they can discount our services to $2500 and he will come out and do a courtesy call. I say I will call him back, which I do two days later to decline his offer. I state that according to CT law, contractors have a reasonable (being defined as the amount of time it will take most contractors to complete a job) amount of time to complete the work and a year is extremely unreasonable for what needed done and they failed to contact me when I called or to say something would take longer. We did not owe them anything since the work was not done and the problem (mice) was worse than when they started.  I have conversations recorded admitting to the system not being completely installed and that they knew they should have been in touch with me and did not. I can send these. I also have many pictures of mice. I also have attached my phone records supporting my argument.  Thank you for your time.  Regards, ****** *******

  

  Business response

  05/12/2023

  To whom it may concern, regard complaint #********. We are saddened that this customer is unsatisfied. However, the system that they purchased was a partial system only sealing the top of the house for flying squirrels. They did also purchase trapping and maintenance program for mice but did not purchase the lower seal up of the house that would have been a more permanent solution for mice. It should be noted, there has been no further evidence of flying squirrels since we installed the upper level exclusion system. Our contract does state that if mice get in through the lower level of the house and customer did not purchase a lower seal up, that the warranty will not cover the mouse activity. We acknowledge our communication mistakes and follow through on a partial reseal. For those mistakes we have offered her $2,500.00 in refunds. Additionally, we are unable to cancel out any financing as her financing is through an outside organization, separate from Catseye. We are willing to honor what we have already offered however because the customer has declined and has explicitly stated she does not want us on her property ever again, there is nothing we can do. Regards, Sara D******* * Operations Manager Catseye Pest Control | ** ******* ** * ****** ** ******* ********@***********.com | w: www.***********.com p: ************

  Customer response

  05/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I cannot reiterate enough that the problem was always mice and never flying squirrels. I would not pay $7,000 to address a problem I did not have. Secondly, they told us on multiple occasions (the ******** people and the Catseye pest technicians) that there was absolutely zero activity in the lower level and it did not need sealed otherwise I would have started there if that is where they thought the mice were coming from. Since mice are not housetrained to only use the restroom in someone's attic and there were no mice droppings in the lower level, I am not sure how they can make that claim. The bottom line is they had a year to complete the work (that should have only taken a week or two) that they never did and they never even responded to most of my calls. This is in direct violation of CT consumer protection laws.  They didn't offer a $2,500 discount. They offered to discount the total to $2,500 which I have recorded. I have documented records of the facts that do not seem to match up to their story. All of the dishonesty is troubling.  Also, we spoke to the financing company and they said that they already paid ******** for our financing so, ******** needed to send them the money back and the account would be cleared. It is now accruing interest. When I spoke with Brian one of the last times, I told him we spoke to them (********) and they said to return the money by April 21st and they would not charge them any fees. He again ignored me. The stress of all of this the past year, the incomplete work, the avoidance of responsibility, and now possibilities of credit dings are very overwhelming and I would just like this to end without having to seek further action. I would never charge someone for a job I did not complete and would never do half of something. Our problem is worse (which I would've let them keep coming to fix if I could trust them or if they had even responded). A year is a very long time to wait for a job that takes a couple weeks (that is being generous).  Thank you again for time and attention to this matter.   Regards,  ****** *******

  Customer response

  05/23/2023

  The contract has already been submitted under the title “Catseye Agreement” in my attachment section. Please let me know if you cannot see it. Thank you kindly for your time.  

  

  Business response

  05/26/2023

   Good afternoon. I am following up on the conversation you had with Joe D******* earlier today, regarding ****** ******* complaint #********. I have attached copies of all recurring records from the start of the Platinum recurring service last April. Platinum is the name of the recurring service, which is every other month visit . I have also added some bulleted points below to give reference to the appointments and how they are scheduled out.  4/26/22 - Platinum initial performed, as scheduled with the cust in advance 5/19/22 – Courtesy visit performed, as requested by customer for wasp activity 6/17/22 – Platinum recurring performed – cust was notified 6/15/22 of the 6/17/22 visit, cust was not home so full exterior performed 7/5/22 – Courtesy visit performed, requested by customer for interior visit as she was not home for the 6/17/22 visit 8/16/22 – Platinum recurring performed – cust was notified 8/15/22 and was home, so full interior and exterior service was performed 10/26/22 – Platinum recurring performed – cust was notified 10/24/22, cust was not home so a full exterior was performed  11/2/22 – Courtesy visit performed, as requested by customer for interior visit as she was not home for 10/26/22 visit 12/13/22 – Platinum recurring performed – cust was notified 12/9/22 , cut was not home, so full exterior visit performed Cust cancelled Platinum program prior to the February 2023 visit 

  Customer response

  06/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  BBB spoke with Ms. ******* and the following was relayed:  I purchased the Upper Guard System and was told by the sales rep Brian that I have to have the maintenance program.  They never completed the resealing of the top of the house that was supposed to happen in May/June of 2022.  No communication from company and no completion of that resealing all summer.  The last I heard the business needed special licensing that they didn't have and that they didn't have enough workers.   Then in October of 2022 Brian, the manager, came out and said other areas needed to be sealed up too.  Again, this was in October after not hearing from them since June.  I asked Brian at this point if the contract can be annulled at this point because we still have the same mice problem we did at the start, the company never returns calls to me - the last I heard from them was in June which was 4 months ago- and they never completed the resealing that they said needed to be done.  Brian said he'd look into it and somebody would be contacting me.   That never happened. I didn't hear anything.  Waited over the holidays and then by January I'm fed up.  I was patient and understanding for a year now at this point.  So I say I want a refund after all of this.  Feb and March- I didn't hear anything.  Nothing.   That's why I filed the complaint.  I believe I was patient and understanding when I waited to hear back from the company for months and months at a time on end with nothing.  It's out of my character to complaint.  We paid $7,500 to get rid of mice, we still have mice- the company never even finished resealing the upper part of the house.  The manager Brian came out and told me that they needed to finish work that they started and never completed after I called for months and months.  Then he said somebody would be in contact and I didn't hear from anybody for another pretty much 6 months!   I request that the financing be zeroed out.   Regards,  ****** *******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Catseye has yet to finish the work they promised to undertake for bat removal of our attic. They keep billing us and we we are now 60 days overdue. They tell us to disregard the bill because we aren’t supposed to pay until they complete the work, but we have been trying to schedule them for over three months. We have called them several times over the past three months.

  

  Business response

  01/25/2023

  Tell us wDear Sir or Madam; In response to the complaint filed by ******* ***** on January 18,2023 file no. ********. We sincerely apologize for any inconvenience that Mrs. ***** may have experienced. We have reviewed this complaint and the agreement that was signed by the customer at the time of the inspection of their home on September 7, 2022. The Bat Eviction services that the customer signed up for is usually started immediately with an initial seal up of 90 % of the house and installation of bat excluder cones over the 1 or 2 main entry points. The bats are then evicted via way of the excluder cones. We then return later in the year to remove the excluders and do the final sealing of entry points, as well as the cleaning of the attic space.  Since the house is considered bat free once the excluder is hung and house is sealed, there are times when the excluders do not get removed until December or January and is based on seasonality needs of general pest and wildlife as well as weather, staffing etc. Mr. and Mrs. ***** did call a few times to get the final step done quickly and this scheduling request was not met to their satisfaction. As the operation manager, I was able to connect on the phone with Mr. ***** today, January 25th and I did apologize to him for the delay and explained the delay reason based on staffing and weather. I assured Mr. ***** we would have their service completed at their first availability to be home, as we do need interior access to the attic. We were able lock in a scheduled date of January 30, 2023 with an arrival of 8-9am. I did also offer a discount for their inconvenience as customer satisfaction is extremely important to Catseye Pest Control. I will be following up with Mr. ***** on Tuesday, January 31st to ensure all was completed to their satisfaction.  Regards, Sara D’****** * Operations Manager Catseye Pest Control | ** ******* ** * ****** ** *****e: ************************ * ** *******************p: ************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heard what sounded like bats in our chimney over the summer. Catseye came out and said it was either swifter birds or bats and they suggested allowing them to evict the bats safely and seal up any entry points. They said payment was due immediately that day ($2,700) and the remaining $300 would be due UPON completion of the work. They said summer was birthing season for bats and they would be back in september to do the work. NO ONE ever came back to do the work yet they have my $2,700 and i’ve called three times and am always led around the bush saying that we are still “on the schedule”. This is unacceptable. We are talking about thousands of dollars that they required on day one before they even did ANY work.

  

  Business response

  12/28/2022

  Dear Sir or Madam;In response to the complaint filed by ***** ******* on December 20, 2022 file no. ********; we sincerely apologize for any inconvenience Mrs. ******* may have experienced. We have reviewed this complaint and the original agreement that was signed by the customer at the time of the inspection of their home 6/29/2022.The Bat Eviction services that the customer signed up for is usually started immediately with an initial seal up of 90 % of the house, leaving only 1 or 2 main entry points open for bat excluders to be hung during the non-birthing season. That season is typically after August 15th of any given year and based on Nuisance Wildlife Best Practice. After August 15th, we then return and install bat excluder cones over the 1 or 2 main entry points left open. This will cause the evictions of bats during a non-birthing time range. The at excluders stay up until we start the return visits to remove excluders and do the final seal. This is typically after the bat eviction season ends around October 31st each year. Since the house is considered bat free once the excluder is hung and house is sealed, there are times when the excluders do not get removed until December or January and is based on seasonality needs of general pest and wildlife as well as weather, staffing etc. The service agreement for Mrs. ******* called for 50 % payment due at the time of signing agreement, 40 % of the total cost due after we have completed the 90 % seal up of the house and the final 10 % once we return to remove the excluders and seal the areas where bat cone excluders were hung.We did collect the 50 % deposit payment on 6/29/2022 of $1,725 and started the initial 90 % seal up on 7/1/2022. The next 40 % payment was then due of $1,380.00 and was paid 7/12/2022. This leaves a 10 % balance due of $345.00 which will not be collected from the customer until after the excluder cones are removed, which is tentatively scheduled for week of January 9th. The customer called our office on 12/19/2022 to express her concern for the bat excluders still being on the house and asked to speak with a manager.  Our regional wildlife manager, Brian L*******, did attempt to call her back that same day but had to leave a voicemail for her. After receiving this complaint on 12/21/2022, he then attempted to call the customer on 12/21/2022 but was once again only able to leave a voicemail. He did try her again this morning and afternoon of 12/28/2022, however, still only getting voicemail. We attempted to also text and email her on 12/28/2022. To date we have had not had any reply to any of our attempts to reach her to resolve this issue. Customer satisfaction is extremely important to Catseye and we very much want to resolve this issue with the customer quickly, however this will require that we are able to speak with her, via phone or email or texting. We hope to get a reply from the customer very soon to resolve this issue and ensure the customer’s satisfaction.Sincerely, Sara D’******Operations Manager Catseye Pest Control

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a contract with Catseye to keep my house sealed from mice. Upon seeing mice in my home I called for a service call. The preliminary service call took place on 8/11/2022, but the work was not completed. More resealing work was needed. I was told they would be back to complete the job. That was almost 3 months ago. I have called them a few times only to be told it has not been scheduled yet. This is their Cromwell, CT office. I receive no calls from them explaining the delays. I just want them to come back and do their job. 

  

  Business response

  11/14/2022

  Dear Sir or Madam; In response to the complaint filed by Mr. ***** ***** on 11/4/2022, we want to first apologize for any inconvenience Mr. ***** may have experienced. We have reviewed the complaint and we have reached out to the customer to resolve. A manager has spoken with Mr. ***** as of 11/14/22 and has discussed all of the work that is pending. We did discuss the reasons for the delay which was due to an unforeseen staffing shortage. Mr ***** did advise he has been happy with the work performed overall and that his main concern is the time it was taking to get follow up work completed. We did also confir that all work will be completed no later than 11/18/22. We will be sending a manager or foreman to complete this work to ensure Mr. ******* satisfaction.  The Customer Service Manager will be following up with Mr. ***** after completion of the work to ensure he is satisfied with the outcome.  Regards,   Joe D******* President Catseye Pest Control    

  Customer response

  11/23/2022

  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.  BBB spoke to the customer and the following was relayed: The company resolved the issue to my satisfaction. They responded quickly and I am happy.  Regards,  ***** ***** 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Services were initiated on 3/9/2021, and we were charged $478.57. Subsequently, we were charged $79.76 monthly. During my initial treatment appointment the primary rodent issue was overlooked. The local and regional managers came out and helped to identify the continued rodent issue. This was an $400 cost to me for an oversight. As time progressed throughout 2021, I continued to hear rodents in my wall and was told that the treatments over the past 9 months will resolve the issue. In early January 2022, I was contacted about my upcoming appointment and I requested to be home to further highlight my issue with rodents still being in the wall. I was assured by the office manager that a note was placed on my account and the tech would call me once in route to my home. I took half day from work and waited during the 3p-5p window and no tech showed. I called the office and it was conveyed that the tech was at my home at 2:20pm and the note was overlooked. I asked the local manager how long each appointment last as I was home by 2:40pm and did not cross paths with the tech. This raised huge concern with regard to if I being charged $75 monthly and services are not being performed. On 1/18/22, John C****** indicated that he would look into the dilemma by checking the GPS records on dates of service. As of 1/29/22, there was no follow up phone call or email from John as promised. Therefore I called John C****** a second time to request an email be sent with resolve and options allotted. Email was never received. On 3/22/22, I was contacted for a scheduled service. I contacted the office to pause the service and explained that there is a pending complaint. I then contacted John to ensure no services were rendered due to 9 weeks passing with no contact or resolution from Catseye. John responded "we can send an email now". I also received billing invoice statements for January-March 2022, in which no services were rendered. I respectfully request a full refund.

  Customer response

  03/30/2022

  The business has advised me that they will resolving the complaint.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Catseye and paid $1,200 to have squirrels removed from my attic. The inspection was done on 12/15/21 and I was told that I had a problem with gray squirrels and was told that they would trap to remove the squirrels and find out how they’re getting in and repair it. After the trapping and repair of the entry points, I told them that I was still having the same problem, that the squirrels were still living in m attic. They sent someone out on 1/12/22 and as soon as he walked in my house, he said he could hear the squirrels and that the would do complimentary trapping again and find out how they were still getting in. That has not happened. I have tried texting them and getting them to come back and complete the job that I paid a lot of money for. I have not heard back from them. They aren’t responding to my request to have the squirrels removed since they never did.

  

  Business response

  03/17/2022

  We have spoken at length with this customer, resolved her concern, and she withdrew her BBB complaint (sent us screenshots as such). Thank you.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been scammed by *********** - **** ********* ** ***** 600 Salt Lake City UT 84106 - Taylor B********** - Cust Relations 800-399-6251 - Customer Relations ***********.com. And the company Catseye New England LLC DBA Catseye Pest Control the associated loan for the amount of $2,552.40. I contacted Mr. B********** in May 2021 about my complaint on June 2, 2021. I mailed a detailed on his "Consumer Affidavit". on the shoddy/incomplete work done by Catseye who ******** "paid" before my work was done, back in May 13&14, 2021 by "Doug". Doug knew before he left. I was promised by the salesman Brian S******* - cell ph 1-860-372-1254, a metal barriers would also be placed under my stairs outside. Doug did not do this. I will not pay due to the quick, shoddy, incompleted work done by Catseye I still get mice! ******** - was contacted and they stated they will not help (arbitrate). ******** ok'd the loan to an notworking senior (me). (75) and will not go against Catseye or help me erase loan.

  

  Business response

  03/07/2022

  To Whom It May Concern:
  This customer contacted Catseye on 5/5/21 for assistance with her mouse issue. Catseye sent a pest inspector to her home to assess the issue and advise on needed services. At that time, we explained that the following services would be required: Rodent Removal/Trapping, on-going Maintenance, Exclusion Work. The client declined the Rodent Removal as well as Maintenance and was insistent, against our service plan, that she wanted Exclusion work only, which could seal the rodents inside. As such, this work is not eligible for a warranty and this was explained to the customer. Our exclusion technician was on-site for 2 full days performing the contracted work.
  As for the client’s concern that an area was missed under the outside stairs, this is our first time hearing about this and we will happily contact the customer to send someone out to take a look and seal that area if needed. 
  As such, no refund will be issued.

  Customer response

  03/23/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  See Attached

  Regards,
  Jane Carruth
  
  
  
  

  
  

  

  Business response

  03/30/2022

  To Whom It May Concern:

  We are interested in helping resolve this customer concern but are unsure how to help at this time. This customer expressed that an area was missed underneath her outside stairs so we sent a foreman out to her house at noon on 3/14/2022 in order to seal this area of concern. The foreman spoke with this customer upon arrival but she refused service and told him not to do anything. Since receiving her most recent comments, we have left 3 voicemails for the customer (3/28/22 @ 9:12am, 3/28/22 @ 2pm, and 3/30/22 @ 9:36am) but have not received a response. She does not have email otherwise we would also email her. As stated previously, she is not entitled to a refund due to aforementioned reasons. 

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