ComplaintsforLoyal Termite & Pest Control

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company failed to provide us with notice of arriving on site prior for services and following services. They claim that they were at the house 3 times over the past year but I do not think they were. I work at home, have security cameras, and a dog that would have alerted me if so. They also failed at charging our credit card that was provided upon initial visit or sending us any invoices via email or mail for over 2 years. This left us having interest accrue but failed to send items in the mail when they knew where we lived, the only thing that they did to alert us was calling and leaving voicemails. The voicemails were spam-like and did not leave any details (only said please call back it is important). When I did try to call back I was directed to a line that did not work or went to their FL office which seemed sketchy to **** have asked to see a contract as well which I have asked multiple times for. Additionally when I did finally get invoices and communication sent in the mail and email, I had asked to speak with a manager. No one has called me back to speak about this issue and I have been asking them to do so for now several months. They are now trying to charge us the remaining fees that we owe plus interest $411.57 but I do not want to pay if they cannot answer my questions/calls or nor confirm someone was here to service.

  Business response

  11/19/2024

  Please see attached for Proof of Service reports for each of the dates customer claims no services were completed. Details show exact times Technicians were on site and notes that homeowner was not home. 

  Customer response

  11/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company still has yet to provide me with any signed contract which I had requested along with a phone call from a manager. Attachments that were sent do not suffice for enough notice that someone was at the house. I also did not request exterior only services the problem was interior with rodent problem. I needed them to review rodent bait boxes which they only replaced once. Additionally they are continuing to charge me interest fees yet did not notify me of initial invoices when they were supposed to those fees are not my fault. 
  

  I request that all interest fees to be removed at a minimum along with a discount due to the poor service and communication received to resolve this issue. 
  
  Regards,
  
  ***** *****
  
  
  
  

  
  

  Business response

  11/21/2024

  There is no agreement to provide as these services were sold by a third-party we no longer have contract services with. I have cancelled her account and credited it for $413.87. The customer's balance with ******************** Pest is now $0.

  Customer response

  11/21/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year around May-June, I called Loyal to get my home retreated. I have been a customer since 2006. I have been paying $125 a year for over 12 years on a warranty that included treatment on my property after 5 to 10 years AFTER treatment. The verbal guarantee with the company was as long as you pay the warranty cost of $125 each year, it will cover free inspections and retreatment (treatment must be done again between 5-8 years after). The verbal guarantee also implied that if during anytime between this if termites were visible anytime within this warranty period less than the treatment guarantee, there will be treatment. I called them last year several times trying to schedule retreatment because I have paid in 2006 and again 2009 for retreatment. The company would come by with a flashlight and walk around and leave in less than 5 minutes. I saw termites when it began to get hot and I also have mulch around my home that had termites. The company stated that I had to pay for treatment and that the $125 a year only covers for free inspections. I told them that that was not how Loyal operated and that was not the warranty agreement. **************** and management stated to me, "Well get your warranty paperwork and read it because you ain't getting retreatment". I explained to them what sense does that make to pay $125 a year for over 12 years (I have spent over $2500) for someone to just do a walk through? That was not the Loyal agreement I had with the company. I asked them to pull up my contract and send it to me that I supposedly signed. I never got it. I called again trying to get them to come out to do my treatment that is overdue. They said again, "unless you are going to pay for treatment, we are not coming out their to retreat your home because you have mulch around your home". I have been in my home for 17 years and I have not received my retreatment yet from Loyal. I put a review online and they said they would get back. Still have not heard.

  Business response

  04/14/2023

  Dear ********************,

  
  Thank you for bringing this matter to our attention. Wed like to take a moment to recognize and thank you for your well-established loyalty to our company, and for trusting us to protect your home from pests for so many years. As a leading service provider, the health, safety, and satisfaction of our customers is a number one priority. 

  
  After reviewing your case we had the chance to speak with you directly over the phone. Loyal Termite and Pest Control is committed to long-term solutions for our customers. In an effort to address your concerns, we would like to upgrade your service from the liquid base treatment to Sentricon in-ground termite control units at your previously established contracted rate. 
  

  This solution should help resolve concerns about termite activity in your mulch bed, which was not covered under your previous warranty. As mentioned over the phone, a technician will be in touch to schedule your Sentricon installation. In the meantime, if you have any additional questions or concerns please do not hesitate to call. 
  

  Thank you again for your support. We look forward to continuing our long-standing relationship as your trusted termite and pest control service provider.

  Sincerely,

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

  
  

*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. ↩