ComplaintsforHawx Services, LLC

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company doesn't return calls and doesn't show up for appointments. Bugs are still here. Also did not spray whole house for bugs as they are supposed too. I wanted to cancel but would have to pay $199 cancelation fee. I shouldn't have to pay for their mess ****

  

  Business response

  11/12/2024

  Dear ********,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused.
  It appears that you have already been in contact with one of our customer service agents, and an appointment has been scheduled to address the issue. Should you wish to proceed with the cancellation process, please be advised that an early termination fee will apply.
  If you have any further questions or would like to make any changes to your account, please don't hesitate to reach out to us at ************. Our customer service team is available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  Thank you for your understanding and patience.
  Best regards, The Hawx Team

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hawz pest control services did not perform services that were charged. I have lost faith in the company top perform future services.I was also unaware of the ****** cancellation fee...it was never explained to me when I asked the door to door sales person about fees. In fact I already had a company performing these services and I was told to try them Hawx out. It was never mentioned that I was locking into a 1 year contract..I trusted him

  

  Business response

  11/08/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience this may have caused. We understand the importance of clear communication and appreciate your feedback.
  
  As per the service agreement you signed, you were provided with a copy of the agreement and a welcome letter via email, both of which outline the monthly fee and early termination fee. By acknowledging the terms in these documents, you confirmed your understanding and acceptance of the associated fees.
  
  However, as a gesture of goodwill, we will proceed with closing the *************** without applying the early termination fee. If you would like to make any additional changes to your account, please contact our customer service team at ************. Our representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Thank you,
  The Hawx Team

  Customer response

  11/09/2024

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up paying monthly since July of 2024 to have them catch this 1 field mice (from this being a brand new neighborhood that had to clear land) that is stuck in the wall somewhere and they cant. Horrible horrible customer service! Blessing and ***** 2 of their customer service **** absolutely horrible. Hawx begged me back on august 6th and 7th, 2024 to give them one more chance at catching this rodent and if they hadnt caught it in a month or so then they promised they would give me my money back and cancel at no cost to me. Today I called to cancel after hearing the mouse behind my headboard in the wall last night from 9:30- 6:45am non stop. ***** (who says there is no one above her) said that is not true what I was told previously. The company has never and will never give money back or cancel for free. On the phone call in August, I asked the *** if the phone call was being recorded so that they would have record of what was being promised and she said YES! Today, ***** told me there is no record.

  

  Business response

  11/07/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or miscommunication you may have experienced. After reviewing your account, we would like to clarify the details of the services provided and the steps we are taking to resolve the issues you're facing.
  Your account includes general pest control services along with an add-on for rodent treatment. Our team has been actively working to address the rodent issue within the scope of your current service plan. However, we understand that the resolution of this matter has not met your expectations in terms of speed and effectiveness. Please accept our apologies for any inconvenience this has caused.
  We have escalated your account to conduct a more thorough rodent inspection in order to better assess the situation and determine what additional measures are necessary to fully address the issue. Our goal is to work collaboratively with you to ensure the most effective solution.
  We have also reviewed the communication history with our representatives and are committed to improving our service moving forward. We value your satisfaction and are dedicated to resolving the concerns you've raised.
  We are scheduled to conduct a deeper inspection of your property and develop a comprehensive pest management plan. While treatments for rodent control generally take one to two months to show results, the timeline can vary based on the specific conditions of the property. To optimize the effectiveness of the treatment, we encourage you to clean any areas that may impact the process.
  Once again, we apologize for any inconvenience and appreciate your patience as we work to address and resolve the issue. If you have any further questions or concerns,  If you have any other questions or concerns please give us a call ************.
  
  Thanks,
  The Hawx Team
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They provided pest control services to me back in February 2024. At that time, I gave my current (and active) card information over the phone to the company to perform services. I was never charged. I went on their online portal to see if I could pay there. It said my balance was zero. I had no contact with this company until I received an emailed receipt this afternoon and saw that they took money out of my bank account. I called and was told by ******* that my card was on autopay and was declined due to card being expired. My invoice was then deleted from their system. When I asked why I was not notified when my card was declined so that I could verify the info, I was told that since I was set on autopay, they don't do that. I think it is bad business practice to take money out of someone's account 9 months after the service without warning. Over something that was not my fault. I think I should have been notified before this money was taken out of my account. I am fine with owing for the service. I am not trying to get out of paying. I just think this was handled horribly by this business. This is a lot of money for me and has completely screwed with my current finances. All I want from this is to make sure this doesn't happen to someone else. Please make it a practice to follow up on all declined cards, whether they are autopay or not. And please at least give warning before charging someone's card that far from the service date. It blindsided me. If I had been contacted, I would have made arrangements to pay. I understand that mistakes happen, but this was unacceptable.

  

  Business response

  11/07/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused.
  
  On February 22, 2024, we sent an email notifying you that the transaction did not go through and requesting that you update your payment method. As we utilize an automated payment system, we do not have visibility into the timing of individual payments, which unfortunately led to this oversight.
  
  Please note that your account has been closed, you will no longer receive services. If you have any further questions or concerns, please do not hesitate to contact us at **************.
  
  We appreciate your understanding.
  
  Best regards,
  The Hawx Team

  Customer response

  11/07/2024

   
  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.

  FYI-I never received the email they are referring to. I would have taken care of it immediately. I just wanted to make sure that it was not something that happens a lot. 

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for **** and their forced membership type of service. They have sprayed my house twice now... and i have not had any difference in my pest issue. I am convinced that even if done properly their sprays and pellets are almost pointless after a rain or simply after just one day. I also called them and asked for an indoor service which was free in between scheduled services. So i told them i have a issue with ***** recluse and black widow. So they guy gets here and tells me he can do it for 600 dollars. 600 dollars to spray some spider spray. I can get spider spray at the store for 20 bucks. You guys are terrible. You have provided me with almost nothing and in order to cancel you want me to pay you 200 dollars? What a scam. I want you to cancel my membership free of charge.

  

  Business response

  11/05/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this may have caused. We recognize the importance of clear communication and are committed to ensuring our customers have a positive experience.
  
  When you signed the service agreement, you were provided with a copy of the agreement via email. The agreement outlines the details of the monthly fee and the early termination fee. By initialing the agreement, you acknowledged that you had read and agreed to the terms specified.
  
  We would like to clarify that our approach to treating brown recluse spiders is more aggressive than our standard general pest control services, and this additional treatment is not included in the general pest control plan.
  
  At this time, your account remains active. If you would like to make any adjustments or discuss your options, please contact us at ************. Our customer service representatives are available Monday through Friday, from 7:00 AM to 6:00 PM (MT).
  
  Best regards,
  The Hawx Team

  Customer response

  11/06/2024

   
  Complaint: 22512801
  
  I am rejecting this response because: they are a pest control service who are scamming people due to the subscription service and using their fine print to trick people into giving them money for ealry termination. Also i was never told that this ************ charges extra for common pests like spiders.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawx Pest Control stated they covered all bugs and Rodent protection with their treatments. They stated this was a month to month and there was no contract. I called to cancel their service due to a Rodent infestation where their tech sprayed over the Rodent f**** and did not notify me of the issue and I was told that I needed to pay $200 to cancel the contract that I didn't agree too. We used them for 4 months and our pests only got worse, never decreased. This company is scamming people out of their money.

  

  Business response

  11/05/2024

  Dear ******,
  Thank you for bringing this matter to our attention. We apologize for any inconvenience or confusion this situation may have caused. We understand the importance of clear communication and are committed to ensuring a smooth experience for our customers.
  Upon signing the agreement, you received a copy of the service agreement via email, along with a welcome letter. Both documents outline the details of the monthly fee and early termination fee. By initialing the agreement and signing the welcome letter, you acknowledged that you had read and agreed to the terms specified.
  Please note that your agreement does not include rodent control services. However, should you wish to reinstate your service, we can add rodent control to your plan and refund the early termination fee. At this time, your account is closed, and the early termination fee remains valid.
  To proceed with any changes, please contact us directly at **************. Our office is available Monday through Friday from 7:00 AM to 6:00 PM (MT).
  Thank you for your understanding, and we look forward to assisting you further.
  Best regards,
  Hawx Pest Control

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to cancel this service and it is impossible to speak to anyone. First and only appointment they treated the neighbors house and after I called them they realized they went to the wrong house. They didn't come back after that one visit. I requested them to come no one showed, I try to access the account can't they lock you out. So naturally I stopped paying for a service where they are not coming. I called to cancel transferred to a dead line. Use the chat bot apparently I'm outside of business hours. They call me to have me pay my bill I pay the bill and while speaking to someone live she's like it the 15 minutes of my day I'll transfer you to the account management department to cancel your account stayed on hold for 45 minutes and actually called there 1800 number on the other line who also put me on hold trying to contact this same team. The person comes back and says you should call back in an hour and a half 6pm EST because they must be busy. I'm like um is that their business hours oh yeah they're open for 3 more hours. Okay call back at 6 I'm getting the machine. After no one coming for months and no one to talk suddenly I get some text the following day from a servicer saying he is on the way to my house for pest Control and I had to tell him do not show up because I am canceling this service. Followed by a response of contact the account manager but when you call the number againnn NO SHOCK it's outside of business hours. I just want to cancel this stuff. It's like they are stringing you along to pay fees and not even perform service. And the service doesn't even do anything. I had more bugs after they "treated" my home. This is ridiculous. I will literally go to the ***** over this fraud and scam behavior. I'm not paying a cancellation fee either for a service that I was never satisfied with or received fully.

  

  Business response

  11/04/2024

  Dear Ava,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion this may have caused. It is not uncommon to observe increased pest activity following your initial service, as our products work to eliminate pests from their habitats.
  
  We offer warranty services whenever a pest issue arises; however, we cannot schedule a service if there is an outstanding balance on your account. Your next quarterly appointment was scheduled for October, but due to the outstanding balance, we were unable to service your home. As the agreement has not been fulfilled, we have had to apply an early termination fee. Please note that your account is closed, and you will no longer receive services.
  
  If you have any further questions or concerns, please feel free to contact us at ************.
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Hawx Pest control the Utah office at the end of September 2024. Told them to cancel the service. The lady that I spoke with said that she would like to send someone out to do one final visit. Kept telling her to cancel the service. She said that she understood and that she wanted to send someone one more time. We had signed up for their service in Aug 2023. The salesman said that they would be out every 3 months. From Aug 2023 to Jan 2024, they never showed up. In Jan they say they came out, but they have not been showing up and the next visit after Jan 2024 was May 2024. We had to cancel the visit that we scheduled for July 2024 for warranty, they then were scheduled to come out on 8/2/24 and never showed. Then in Sept 2024 was when called to cancel the service. They kept me on hold for over and hour and half. Thats when she said your account has a $100.00 credit and we want to do a courtesy visit on 10/2/24 and your service will be cancelled. Then on 11/1/24 we get an invoice saying we owe them *****. When we called the guy, we spoke to this time said you was supposed to call back to cancel the service. Now we have a bill, and we don't feel should have pay the bill since they were notified in September to cancel service. When we were told that we had a credit for them not coming as they documented. We have cameras around our home, and they had never sprayed the back yard since we have a lock on the gait as well. We have multiple cameras around the house, and they never showed anyone coming out.

  

  Business response

  11/04/2024

  Dear ********,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused. We have removed the outstanding balance on your account, and your account is now closed. Please note that you will no longer receive services.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ************.
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

• Initial Complaint

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has failed to provide the services contracted for and also refuses to cancel my contract without penalty. I have spent months trying to resolve and get the services I am paying for. Their technicians put information into the account which is not accurate. They claim service was provided yet none was. They claim we rescheduled services yet we did not. They continually fail to notify us when they are coming and often fail to show up at all.I have called on several occasions and request a manager to call back, but never get a call back. They seem to think they can charge me to cancel the contract even though they have failed to provide the service contracted for.

  

  Business response

  11/04/2024

  Dear *********,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused. Our team is committed to optimizing routes to best accommodate our service professionals, and we regret any rescheduling of appointments that may have affected you.
  
  As a token of our apology, we have credited your account and have scheduled your appointment for November 14. If you would like to make any changes to your account, please feel free to contact us at ************. Our customer service representatives are available Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

• Initial Complaint

  10/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A door to door salesman for **** came to me and told me they would provide quarterly pest control with as-needed spot treatments that I could set up using their app. I needed a pest control service that was reliable & the employee told me that they are, & that they communicate with their customers via the app & texts for appointments. So I decided to give them a try. However, unlike I was told, this pest control company came out the first time, and then after I scheduled a spot treatment about a month later via the app, they were a no-call no-show. I waited during the 2hr window for them to arrive and they never notified me via text/call/app that they were not coming for any reason. Instead, the next day I got an alert that they couldnt make it out the night before & was automatically rescheduled for 2 weeks out. Again, I waited & they were a no-call no-show. They charged me again for their monthly payment & at this point had failed to come out twice per their contract stating they WILL provide spot treatments in between quarterly treatments. They failed to render services I am paying for that are stated will be provided in the contract. When I complained & tried to cancel I was given attitude & told to pay the $199 cancelation fee. In addition, the contract was magically deleted from my account so I couldnt access it. Luckily I had already printed it. Weeks go by & I continue to get calls daily from **** to pay the fee. I spoke with billing today and she told me that no one was going to help me remove the cancellation fee. So I asked her if their company relies on charging customers for a service, & when they dont provide that service, the customers are to pay a $200 fee to go away. She said in exact words with attitude & pride ESSENTIALLY YES. Luckily, this confirmation was caught on their recorded line. **** is committing a scam, deleting contractual documents, and forcing customers to continue to pay for ******************** they KNOWINGLY CANT AND WONT provide.

  

  Business response

  11/01/2024

  Dear *****,
  
  We sincerely apologize for any inconvenience this may have caused you. Our service professionals strive to complete their tasks as efficiently as possible; however, some jobs may require more time than anticipated, which can affect the ability to attend all scheduled appointments.
  
  To address this, we can remove the fee and apply a credit to your account if you choose to reinstate your service. Currently, your account is closed, and the fee remains valid. If you would like to make any changes to your account, please dont hesitate to contact us at ************. Our customer service representatives are available Monday through Friday from 7:00 AM to 6:00 PM (MT).
  
  Thank you for your understanding.
  
  Best regards,
  The Hawx Team

*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. ↩