Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Poulin's in November to help exterminate the mice in my attic. The technicians said that they baited the attic and the mice would die when they eat the poison. They said that the problem was very manageable and it would take a couple of weeks. I continued to hear escalated noises of mice in the walls and then racing on the attic floor above my bedrooms and office upstairs. I contacted Poulin's again and the supervisor Duncan treated my concerns in a dismissive way. Poulin's returned again in January when I insisted that the problem with the mice was getting worse. A technician said that he saw dead mice in the attic but did not verify by bringing any down as "proof" that the poison was working. The mice continued to populate and I paid nearly *** dollars (November, 2022 and January, 2023) to Poulin's. Duncan the supervisor was dismissive and I asked that the owner Mr. ****** contact me. Weeks went by, I phoned again, Duncan stalled and treated me in an increasingly dismissive way. I asked for a refund. I spoke to Dan, the manager (not the owner as I had requested). By now (March 31st) the mice population increased and the problem was worse. Dan said to send him the bill for ****** **** ******* (******** ** ******* **** **** ******) and he would refund what ****** charged. The point is that because Poulin's did not follow through on my concerns that the poison was not working and that the mice problem was getting out of control (5 months of stalling and being dismissive with me on the phone)* * **** *** ***** ********* ***** **** Poulin's first assurred me that the problem would be taken care of in a few weeks. At that point, Dan became irate and was yelling ** * ****** ********** *** ******** ***** **** *** **** ********* ** *** **** *** **** * **** ****** ****** ** *** **** ** * ***** ** *** *** *** ** *** **** ******** I was intimidated *** *********** ** ********* ** ****** ** ** *** ***** *** **** **** ************** ** *** **** * ********* **** ** **** ******** *****  The fact is that I wasted nearly *** dollars (November and January bills) and that I have an infestation of mice in my attic. The poison did not work and despite repeated calls to Duncan (the supervisor), my concerns were not taken seriously. Rather than take me seriously, I was treated in a dismissive way and then upon standing up for the facts, I was verbally menaced by Don. ******** ** *** ******** ****** ***** ****** ****** They took my money and then did not follow up on a serious job. I relied on their expertise. I had asked for the owner Mr. ****** to phone me. Dan did not have to shout *** ****** ** ** * *********** **** *** ***** ** ***** *** ****** ********* ** ****** ***** *** *** ** ***** ** ******* ** ** *** ******  I would like a full refund of my money or a follow up (without charge) to assess the damages and find a solution to the problem which should (according to Poulin's) have only take weeks/months to de-escalate and mitigate the mice problem in the attic (now an infestation). * ** **** ********** ** * ****** ******* *** *** ****** I think that Poulin had a responsibility to listen to me when I alerted them to the fact that the poison was NOT working in November.....they just wanted me to keep paying **** ******* *** ***** *** ** ***** ***** **** ** *******....and then be dismissive toward my concerns on the phone. * ***** **** *********** *** *********** *** **** ** ** **** **** * **** *** **** ********* **** ************ **** ************* *** **** ***** ****** ** ******* ******** ********* * ** ****** **** *** *** **** *** *** ******** * ** *** **** * **** ***** ** ****** *** ******** *** Poulin's has the record of my payments in November and January, 2023. I have the print copy of the Jan. 2023 bill and I will find the Nov. bill. I worry that my house can never be sold or will be demolished as the infestation is now worse than ever. ****** is trying to help but it will take a long time....they are trying to assess where the entry points are...but the poison Poulin used was ineffective. ***** *** *** *********** ** **** ** ******** * ** **** *********** ** *** *** ******** ***** *** ******** ***** ** *** *** ****** ***** *** ******* ***

  Business response

  25/04/2023

  We attended the site in November of 2022 and January of 2023 preformed the requested service to address the mice in the attic. The attic was baited and areas of concern with the roof were discussed with Karen. She complained of heavy activity, but we could only find little evidence. We recommended roofers be contacted in the spring to address the roof and Karen said that would be done. In our conversations with her she was combative *** ******* ** ** ****** *** *****. She was convinced we were acting in bad faith. She informed us she had contacted another service provider to address the issue and we canceled the follow up service scheduled with us. We offered to review the areas of concern again at no charge, but she became irate and accused us all of lying to her. We provided the services she requested and offered to do a free follow up service. We will not be offering a refund.
  

  Customer response

  27/04/2023

   
  Complaint: ********  
  I am rejecting this response because:

  I read the response from Poulin's and I disagree strongly **** *** ************** Dan was irate when I mentioned that that the company lied in the sense that they said that the mice problem would go away within 1 month or so. *** **** ** ******** ** ******** ******** *** ************** ** *********** *** **** ****** ******** ******** *** *** ***** *** ****** ** **** ** ** ************ I was standing up for my rights as a customer. Dan shouted at me ** * *********** **** 

  ********* **** * *** ********* ** * ********** ** ** *********** Contrary to what the letter states, the mice problem increased and there are still mice. The other exterminator said that the poison Poulin had used was not effective. There could be 100-200 mice in my attic.

  I would like Poulin to follow through and assess what is happening in the attic. I would like them to offer a solution control for the problem.

  I do not agree with the way my concerns/complaints were mischaracterized as me being "irate" and combative. Dan demonstrated these qualities.

  I would like Poulin's to contact me to arrange a time where experienced technicians can assess what is happening in the attic as the poison has not worked.

  Sincerely,

  Karen *****

  
  
  

  Business response

  03/05/2023

  Karen is now contradicting her self. When we last spoke to Karen, she stated that another pest control company resolved her problem.  Now, Karen is stating that she still has a mouse problem and wants us to come out and do another free service.
  We have already provided a number of free services to Karen due to her complaints. We cannot continue to provide free services to Karen. We have been upfront and honest with Karen and addressed her complaints to the best of our ability by providing free follow up services and inspections *** ***** *** ****** ** ******  It is our position that at this point there is nothing we can reasonably do to address the complaint in a way that would satisfy the customer.

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