ComplaintsforAlta Pest Control

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sought out this business to help with my mice problem. On the initial phone call upon hiring this company, I was told in exact detail (on a recorded phone line supposedly) about how the service would work. They told me that the way the business worked, was for $67 they would come spray and treat for mice, roaches, and some other smaller bugs that come around during that time. They said that with the $67, they would come and do the 1st spray that would kick up the mice activity, and the second spray that would kill and detour the mice. They came out and did the 1st spray. Then after a couple weeks, I called them and said we were still seeing mice, and so they said okay, we see you still need the second service, so we will go ahead and send someone out. They sent someone, but there was so much miscommunication because they had my phone number and I was at work, and my husband was the only one home. I told them to call me and give me a second to get ahold of my husband to let them in, but every single time, they just left, and so we had to keep rescheduling, and they had only sprayed the outside. So we had to reschedule about 3 times for them to spray the inside because they just kept leaving without spraying. So then I see a **** pop up for a respray service that was not something we signed for or agreed to, they sent me paperwork on my initial service but I never got the paperwork and did NOT sign anything, and never agreed to a respray service. Just the initial $67 service that included the 2 sprays. Months go by of them every single day harassing me with texts. Phone calls, and emails, about this ****. I had called multiples times and sent multiple emails about this **** and why it isnt accurate, and so after trying to get them to reason with me, I figured I wasnt going to get anywhere with them. They forged my signature of bills. I get a letter in the mail from collections with a **** that states its from them for $265. Please help

  

  Business response

  07/15/2022

  Amber,

  Thank you for taking the time to reach out and express your frustrations. I apologize for your experience as there has clearly been some miscommunications. With our services, we require a minimum one year contract as pest control activity cannot be handled in one or two services. Unfortunately, one time treatments simply don't work and pests require regular maintenance in order for the activity levels to decrease. Because of the miscommunication, I will go ahead and waive remove any pending fees on your account and have you removed from collections. Again, I truly apologize for the misunderstanding 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sold a pest control subscription services. I was going with what the sales representative told me about the service and payment. The sales rep told me that I would not be billed until after the service was complete and that I could cancel the yearly subscription for 100$ I called to complain because I was being billed without any services complete. I once witnessed the technician sitting and his truck, then driving off without leaving his truck. When I called to complain, they disregarded my complaint and billed me 300$ to cancel my subscription.

  

  Business response

  07/21/2022

  ****, 

  Thank you taking the time to reach out and bring this to my attention. I am sorry to hear that you are not satisfied with your experience with us. I will be happy to address each of your concerns and hopefully shed some light on the matter. 

  As for your claim that you did not receive treatment on your appointments dates, I was able to take a closer look into the matter. As a family owned company we take these claims very seriously as we take great pride in taking care of our clients and cannot afford to damage our reputation. For this reason, we keep GPS trackers on all of our technicians and I was able to verify that a technician was on your property for each of the service dates. I understand your claim is that the technician was sitting in his truck. In order to consider a refund for this, I would need to receive proof that this indeed happened. We unfortunately have had people in the past make false claims in order to receive free services. I am not stating that I believe that you are doing this but it is because past false claims that we require proof. 

  As for paying to cancel your subscription early, our initial service was originally $349. However, because you were willing to try us out for the year we discounted your service by $310 in conjunction with completing the agreement. Anytime a client decides to discontinue service before the agreement is completed then we need to recollect the discount that was originally given to you. We do, however, offer to clients to pay only a portion of the discount to discontinue if they previously switched over from another company to try our services. Unfortunately, I am not seeing any proof that you did indeed switchover. If this proof is provided I will be more than happy to make the necessary changes. 

  When speaking to you on the phone about these concerns, our customer service representatives attempted to offer more options than reimbursing us the $310 to cancel, but unfortunately you stated that you could no longer speak on the phone and you wanted your account canceled. As per your request, we canceled your account and followed all agreed upon terms stated in the agreement. 

  I hope you can understand that we strictly follow all company policies to not only protect our clients but to protect the company as well. Once again, if you are able to provide any of the requested evidence for your claims, I will be more than happy to make the appropriate changes to resolve this matter.

  Customer response

  07/21/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  You want me to show you proof that your technician did his job? I originally called up because I witnessed it. Why else would I have made that phone call? You told me that you would refund half of my subscription, then walked that back. The sales rep said I would never be changed before the work was done, that is a lie. The sales rep said fir me to cancel it would be 100$, that is a lie. This company is a fraud. This company has many complaints on BBB site for same reasons. Did you ask the sales representative any questions about the conversation that he had? I would like a full refund for the services and the subscription.
  
  Regards,
  
  
  ***********************

  

  Business response

  07/29/2022

  I am rejecting this response because:
  You want me to show you proof that your technician did his job? I originally called up because I witnessed it. Why else would I have made that phone call? You told me that you would refund half of my subscription, then walked that back. The sales rep said I would never be changed before the work was done, that is a lie. The sales rep said fir me to cancel it would be 100$, that is a lie. This company is a fraud. This company has many complaints on BBB site for same reasons. Did you ask the sales representative any questions about the conversation that he had? I would like a full refund for the services and the subscription.
  
  Regards,
  
  
  ***********************

  ****,

  I apologize for the misunderstanding, I may not have explained myself clearly. I am not asking you to send proof that the technician did his job, I already have that proof through our product usage reports and gps tracking. I am asking you to provide proof for your own claims that he did not perform your service. I understand that you are frustrated and I would like to help you in anyway that I can, however, I also need to abide by the terms of the contract that you signed. It is for this reason that I will not be providing a refund. If you decide to submit proof to support your claims I will be happy to make the necessary adjustments. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for service last year & paid 29$ As a start up fee. Theyve sprayed our house twice since then and we didnt care for the service. We also felt like it was over priced & the Alta employee did not explain the price correctly. My wife called to cancel in October 2021 & the woman on the phone proceeded to talk her into just putting the service on hold until march of 2022. We were having health issues so it was important to save money as well. Now Feb 2022 we are still needing our service canceled. I spoke with a representative today about canceling and they told me it would be 140$ to cancel. We were never told about a cancellation fee when we spoke to Alta representative. Nor did they talk about this in October 2021 when my wife called. I want this handled correctly please.

  

  Business response

  02/23/2022

  *******, thank you for reaching out and notifying us of your concerns. I will be happy to break everything down for you and hope to shed some light on the matter. 

  I was fortunately able to find the call Alexandria made on September 30th requesting to cancel the account. The only reason stated for cancelling was for financial purposes. Our representative offered an alternative solution that we offer all clients that are in a similar situation, allowing our clients to place their account on hold while still being able to benefit from the warranty that we offer on all of our services. After explaining this option our representative asked if that would be something she is interested in. Alexandria then chose to pause the account instead of cancelling. In the event that Alexandria had still requested to cancel the account then of course we would have done so. 

  In response to your concern about the cancellation fee, this is something that is stated in the contract that was signed by you, ***********************. Our initial service is typically $319, however, we offer a discount to clients that are willing to try our services for the year. If I client later on decides to cancel their service before the contract is completed, we then recollect the discount that was originally given to you. To ensure that our clients fully understand the terms of the contract, we call all new clients to go over the details of the account and contract. Our representative reached out via phone call the same day that the contract was signed, August 31st. Unfortunately, we were unable to get a hold of you and left a voicemail stating the reason for our call. No response or attempt was made to speak with us as requested. 

  Lastly, we received a phone call from you February 15th requesting to close out your account again for financial reasons. Our representative explained the recollection of the discount given to you, $290, as the contract had not been completed. As a family owned company we always want to help our customer in any way that we can. Because you explained to us your current financial situation the representative was able to cut the fee in half to $145. In addition, the representative also offered to create a payment plan to which you agreed to pay. 

  With this information, knowing that all steps and procedures have been properly exercised to both you and the company's benefit we are unable to provide further accommodations outside of the contract terms. All phone calls referenced in this response may be supplied as proof if requested. I have also included the contract for reference. To confirm the current status of your account, we have closed the account per your request. The only actions left to be taken is to proceed with the payment plan on the discounted fee. Please let me know if you have any further questions.

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