ComplaintsforTrapper Jack Wildlife Specialist, LLC

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid ******* **** $1,273 to seal my attic on January XX XXXX. They assured me that the sealing of my attic would eliminate squirrels from entering the attic and taking up residence. Squirrels have continued to enter and live in my attic. The owner of ******* **** refuses to refund me my payment, and instead, chooses to scream at me over the phone. Many discussions have been had with technicians and not one employee can provide me with a solution.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/28) */ Ms. ***** called our office on February 28, 2022 and asked to speak to management. I told her I was the owner. She proceeded to go into detail about her dissatisfaction with a squirrel AND mice exclusion job we performed over a year ago. She said she wanted a refund. I told her I would have a technician call her and schedule a time to come to her home and inspect her house to determine why squirrels were able to continue getting into her attic. As a side note, from January to the following February, almost March, there is literally 11 months that squirrels could have gotten in had they wanted to. Based on the work performed at her house and the material used, there was absolutely no way any animal could have gotten through the areas we addressed. With that said, we had to reduce the amount of necessary work from our initial proposal due to her budget. In regard to mice, we have NEVER guaranteed against reentry, due to their ability to penetrate even the smallest of gaps. Furthermore, there was absolutely no warranty or guarantees that squirrels would not reenter unless they made a new entry or if someone other than us, altered our repair. Which with the fact that she didn't want us to come reinspect, can not guarantee that it wasn't altered, by human hands or weather. As for "screaming", I had the entire conversation on speaker phone, so that everyone in our office could hear her talking over me, as I tried to explain the process involved with any type of potential refund. Bottom line, she refused the process and then went on to tell me how things were going to be and what I WAS GONNA DO. She threatened and apparently followed through with her complaint, along with leaving a 1 star review on Google, with verbiage that borders on slander. Which we fully intend to have our attorney look into. In closing, the estimate and invoice she agreed to had very clear verbiage that indicated the following; "* We are NOT responsible for any damages done to persons or property before, during or after traps are set, by the animals or traps. We do NOT guarantee capture of any or all animals listed above. We are NOT responsible for animals that die in the walls. Owner warrants that this contract is signed without any reliance upon any representation of the contractor or his agents except as specifically written on the face of this contract, it being the intent of the parties that this contract constitutes the entire agreement of the parties. Upon signing you acknowledge the terms as written on the face of this contract including unpaid balances are due and are Non-Refundable. In addition, owner acknowledges that non-payment WILL result in a lien being placed on/against the property being serviced." Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Owner of the company did not disclose that within the 11 month period, his employees had to come to my house multiple times to address the reentry of the squirrels. Exterminators have come out to the home and found squirrels, not mice, in my attic. The area of the home I was assured would be squirrel free after the attic was sealed. The issue here is that ******* **** was not truthful when pitching their services to me. I would have never hired them to seal my attic if they had told me it may not solve my problem. As for the google review, there is no slander in my comments. It is telling that the owner of this company would categorize criticisms as slander, and even claim it is worthy of a lawyer's review. I wonder if perhaps the owner has never been challenged before and is uncertain how to work with a unsatisfied customer. See below. Finally, addressing the comment of being talked over, never would I talk over someone if they were not interrupting me. I left that conversation feeling vulnerable and berated by someone in power. Google review: The owner's behavior is outrageous and unacceptable. I paid ******* **** $1,273 to seal my attic on January XX XXXX. They assured me that the sealing of my attic would eliminate squirrels from entering the attic and taking up residence. Squirrels have continued to enter and live in my attic throughout the year. The owner of ******* **** refuses to refund me my payment, and instead, chooses to scream at me over the phone. Many discussions have been had with technicians and not one employee can provide me with a solution. I have never been treated this way by a company. Owners response to my review: "Simply not true. Read through our reviews and decide for yourselves if this sounds like the way we conduct business." The response to this review is very disappointing. Yes, I realize my review differs greatly from the other reviews. I would hope that would cause the owner to evaluate the transaction that occurred and repair however possible. Unfortunately, it doesn't seem like that is the case. I am not a disgruntled customer. I am a paying customer that has been utterly taken advantage of and screamed at over the phone. I truly hope the owner of this company looks inward and assesses if he is as kind and professional as the workers he employs. Business Response /* (4000, 9, 2022/03/01) */ The absolute first thing out of my mouth once she explained her problem, was to have ****, our area manager come to her house and evaluate the work and situation. She point blank, refused and it went downhill from there. As I stated before, she began to tell me how things were going to proceed and when that didn't work, started threatening me with bad reviews. (I had an office full of witnesses) And yes, describing my behavior the way she did, definitely constitutes slander. Along with the many mistruths that followed. And yes, we do plan to pursue her legally, if the reviews are not taken down. Nowhere and I mean nowhere on her invoice or estimate does it state anything regarding a guarantee or a warranty. It is printed, clear as day, quite the opposite actually. Please see attached document, which is a copy of the invoice she paid, with the Terms and Conditions highlighted.

*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. ↩