Complaints

• Initial Complaint

  27/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Insight has over-charged me, and I have tried unsuccessfully to have them refund the over-charge. I don't think their mistakes were malicious, they just screwed up. Getting them to acknowledge their errors has been the problem. There were two separate causes, which may have linked to cause the problem. First issue: Their 3rd party billing subcontractor had a problem with AMEX transactions. This resulted in a late billing to me, but I paid, and then they re-charged me. Second issue: by mutual agreement, my winter service call was postponed and moved to this coming fall. However they billed me anyway. After trying and failing to get these payments refunded, I have now told them I'd like the payment and to cancel my contract.

  Business response

  01/05/2023

  Hello ***!

  We have received your concerns via the branch office as well as through here. I have connected personally with you this morning regarding the billing discrepancy and I have full confidence we will have this fully resolved by the end of this week. 

  Thanks again and take care.

  Customer response

  01/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19991493, and find that this resolution is satisfactory to me.

  Please see the email (attached) I have just sent to the company. It turns out the error was mine, not there's and I have offered my apology to the company.

  Thanks for your help in resolving this, and I trust it will not adversely impact the reputation of the company.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  29/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late December 22, our property was significantly damaged in a storm. Shortly thereafter I called Insight Pest Solutions and informed them that due to the combination of downed trees, downed fibre cables, large piles of branches mixed with snow and ice (3 feet high at time) and other debris around my property that I did not wish to have any services performed until I called to resume service which likely would not be until spring after the snow had melted and debris had been cleared. I requested this primarily for the safety of contractors on my property. They initially complied with my request but I arrived home on 25 Mar to find a note on my door that they had performed exterior service on my property and charged my credit card. This was contrary to my request as there remained significant snow & ice and the debris makes access very risky. They provided a report indicating what they did which would have required walking around the house, yet there were no tracks in the snow to indicate they had actually done anything other than in 1 location where they moved a mouse bait trap. I called and was upset at their action especially since they had ignored my express wishes due to valid reasons. Given the damages to my house, I expect to have my entire roof, soffits, eavestroughs etc removed & replaced in the near future so even if they managed to complete their service (without leaving footprints in the snow - impossible) it was completely without purpose. I have verbally requested that my contract with their company be cancelled immediately and that the charges be reversed. They refused to reverse the charges claiming a service had been performed despite it being against my wishes because their system automatically dispatches their techs every 30 days automatically. I had indicated that I would be leaving a google review but was advised to try this route first.

  Business response

  31/03/2023

  Hello ****, 

  Thank you for taking the time to voice your concerns with your available channels. Once again, we apologize for frustration we have caused you as that was never our intent. 

  Please allow me to outline the timeline of events, corroborated by our records on file. 

  On December 28th, 2022 you received a notification for an upcoming quarterly service. In response to that notification, you contacted the office an advised us that there was damage to your property and it would likely not be cleared up until the spring. You requested at that time that we push the service until April. Your account was processed according to your directive and I can verify that these were the instructions made to the office via the recorded telephone call on that date. All that was requested at that time was that we push the services to April 2023, which we complied with. 

  On March 23, 2023 you received an upcoming notification for the March 25th appointment. There was no contact made to the office in regards to this appointment, therefore, as per the service agreement, the technician attended the property on the scheduled date and performed partial services based on what he could access at that time. As per the service agreement terms, the customer is responsible for ensuring that the property is accessible to the technician on the scheduled service date and in the event that the technician is unable to access areas to perform services, the technician is obligated to still complete what they can and the customer can use their warranty coverage for us to return at their requested time to complete the rest of the treatment. We do not charge partial invoices due to the warranty coverage that is included with the charge. 

  On March 27th, you called into the office regarding the invoice you received for the March 25th service. You were irate with the customer service representative when they attempted to clarify what had happened and requested an immediate escalation of your situation. We complied, and as such, I reached out to you in the afternoon of March 27th via telephone. I apologized profusely for the negative experience and did my absolute best to clarify exactly what had happened. When I advised you that the charge for the service had been posted to your card, I offered you a refund immediately. You refused the refund entirely and demanded an immediate cancellation of your service. Once again, I complied and your account was closed that day. 

  I am more than willing to provide copies of the recorded phone calls from Dec. 28th and both calls on March 27th - as they fully corroborate what I've stated in my response. All reasonable efforts to remediate the issue at hand were made, however we were ultimately denied any opportunity to resolve this matter amicably and therefore simply closed the account, as was requested. 

   

• Initial Complaint

  21/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2021 a sales person from Insight Pest Solutions came to the door to sell their services. I agreed to purchase as we had a large amount of ants in our back yard & around the house. The service was to take place on 4 occasions (summer, fall, winter, spring). After almost a year the ants were still there. I informed them of the continuing issue so they came again. However, after the end of the contract, they charged my visa another amount which I did not give permission. I asked them for a refund which was declined. I paid l $763.88 for this service which was completely useless because it didnt solve the ant problem at all. And then they charged me another $190.97 after the contract was finished. I'm extremely disappointed and frustrated with this business. Hoping that you can help resolve this issue .

  Business response

  31/03/2023

  Hello *********, 

  Thank you for taking the time to reach out and voice your concerns through your available channels. Please allow me to extend a sincere apology that you did not have an overall positive experience with our company. 

   

  As was discussed with you through the office, your agreement contains a clause whereby it advises the signor that upon completion of the initial term, services will renew and continue on the same service schedule until the account holder cancels services. Not only were you advised via notification of your upcoming service in July 2022, but you also spoke with the technician on site and accepted services prior to them being rendered. A full service was completed at that time, at your directive, and your card was charged accordingly.

  I understand your qualm with the continued ant activity, however please allow me to clarify that even when a pest control issue has been 'solved' it does not guarantee 0% pest activity. While dealing with live organisms, this is simply unrealistic to guarantee to any customer. Upon review of your file, I can see that you did have regular ant activity in the warm seasons - however we maintained treatment for the targetted pest and there were no concerns expressed to us regarding this prior to your submission with the ***.

  Furthermore, we have a comprehensive money-back guarantee policy that does allow us to refund customers in the event that a pest control problem cannot be resolved - however there are conditions that need to be met in order to qualify for the refund and you did not engage or request the policy, nor have you met the requirements in order for us to issue a refund. Unfortunately at this time, we have passed a reasonable timeframe to pursue this resolution. 

  Once again, we very deeply apologize that your experience with us was anything less than idea. We always strongly encourage communication with the office for customers to voice their concerns and to give us an opportunity to make it right. We strive to provide unbeatable customer service, but we are only able to do that in circumstances where we are allowed an open line of communication. 

   

  All the best.

  Customer response

  31/03/2023

  
  Complaint: 19629786
  
  I am rejecting this response because:

  To clarify, when the sales person came to the door, I was never told that the service would continue after a year.  I'm fact, the individual stated that the service was specifically for a year.  I also didn't not see anything stating that it would continue when I signed up for the service.  

   

  The service person came to do the inspection & spraying one week and a week later I received an emailing stating they were coming back to do another one. I thought it was strange, and replied asking why when they were just here.   They insisted on coming again a week later, so I assumed there was no extra cost, that's why I didn't debate it.  They were not honest about  this and should have informed me that they would be charging me.  

   

  Now they persist on blaming me, when all along they were not honest. 

   

  This company should not be trusted as they are sneaky and try to get away with what they want, and apparently have no respect for clients.

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

  Business response

  12/04/2023

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

   

  Hi *****,

  
  

  Please find the attached contract signed by ********* *****.

  
  

  Thank you,
  
  

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

  Customer response

  12/04/2023

  
  Complaint: 19629786
  
  I am rejecting this response because:

  
  They were not honest with me and did not hand me that contract at the time of purchase. All I did was sign at the door, but was not given the opportunity to read the details. 

  Also, they state a back money guarantee, when their treatment didn't work, however, they refuse to honor that now. 

  Again, a very dishonest business. 

  I can see this is not going anywhere.

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

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for services based on the sales man telling me they would deal with rats. I found out days after it was mostly spiders and earwigs. I have ducks they eat insects and I didn't want them spraying for insects. I called and cancelled the service in July. In October, they send me a text saying they're coming. I said no. They showed up, entered my property placing traps around my property, entered my garage. I called immediately when I got home from work. The guy confirmed that I had cancelled and did not have an explanation why they came. Now they have sent me a bill and told me if I don't pay it they will send it to collections.

  Business response

  12/12/2022

  Hello *******, 

   

  Thank you so much for reaching out and I'm so sorry to hear of your experience with us. I'm sorry that it was anything less than ideal. However, that being said, we have already made the necessary billing adjustments to clear your account based on your circumstances. We understand that there was a break in communication and for that we felt like you deserved reasonable compensation. As such, your account was closed without penalty and the service charge was voided - as was communicated to you. The in-house collections has been terminated at this time, as was your request.

• Initial Complaint

  19/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for pest control, was told this would remove ants (I never had an ant problem) but also ticks (never had that either) but it seemed like a good idea given potential issues with ticks The first service sprayed the outside of the house and forced ants inside (3 locations), confirmed that this was the cause by 2 people at insight that this can happen. Was also told that tick control only works when there are rodents (as the system attaches to the rodent I guess), anyway we don't have rodents, so that wasn't going to work, so I was 100% mislead I called insight (and emailed) and told them that I didn't want the service multiple times (they confirmed this today). Anyway, I was sent a note that they would come to my house for the next service on 9/21, I emailed and called back and said that I didn't want them to spray again incase this caused more ant problems (I have only just sorted it out myself). I was told I had to pay a penalty fee - $100+TAX, this is completely unacceptable since they only made a problem I didn't have worse. I just explained on the phone to them and was told they wouldn't waive this, and someone come over and do another assessment which I refused. I have just seen they charged me the amount on my visa card, I want people to know that this company is not what they say, they created more problems, I should have read *** before as I see other complaints about them...

  Business response

  20/09/2022

  Hello *****, 

   

  Thank you so much for taking the time to outline your concerns and first, please accept our apologies that your experience with us was anything less than ideal. 

   

  I have reviewed your file and I can see that you did reach out to the office after your initial service, citing interior ant activity. I can confirm that interior activity does sometimes follow and exterior treatment application in cases where entry points already exist. By disrupting the pest population, it sometimes forces them to relocate to lesser used pre-existing pathways. When you called and expressed your displeasure, we sent a technician back out, under warranty (without charge) to remedy the situation. No further updates were given since then until the reminder notice for your September quarterly service went out, at which point you refused service and opted to cancel. Your request was completed within the parameters of the policies outlined in the signed service agreement (see attached). You were even offered a reduced cancellation fee as compensation for your dissatisfaction.

  As per our file, you had originally signed up for general pest control services that included coverage of ants and ticks. The attending technician will always do an inspection and treat pests that they see evidence of activity from. Therefore, if ant treatments and rodent treatments were applied at the property it would be due to the fact that there was evidence of such activity - as is outlined in the inspection reports that are delivered after every visit via email. 

  We understand that you did reach out to the office multiple times to severely express your displeasure with our cancellation policy with several members of staff following your service notification reminder - however, as was relayed to you, you did not meet the requirements for the money back policy - which was outlined to you - nor did your circumstance warrant a fee waiver. Your issues continue to fall within the scope of service and we are more than willing to continue servicing, as per the agreement, to fulfil the initial term and resolve your pest control issues. We understand and respect that is not the avenue that you wish to take at this time, therefore we had no other option than to follow the terms and conditions as are outlined in the signed service agreement to close the account. 

   

  If you would like to continue services, we would be happy to reverse the cancellation fee and credit it towards your next service charge and have a technician return imminently to continue your pest control program at this time. 

   

  Thank you.

  Customer response

  20/09/2022

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

   

  I was completely mislead when I signed up to the services, I was told the services would solve tick issues, it was explained to me that this would be provided and get rid of ticks (no mention of rodents) which we don't have.  I am not asking for a full refund, you did services and for that I should pay, what I am saying is that multiple times I wasn't given what I asked for and as a result do not believe I should have to pay the $100+tax cancellation fee, simple as that, as soon as I called Insight charged me, just customer relationship management 101.

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

  Business response

  20/09/2022

  Hello *******, 

   

  Thank you for your response however we are going to ask for further clarification. You procured our pest control services, which was provided with the full umbrella of coverage - including, but not limited to, tick treatment and ant treatment. We understand your position that it has not been resolved to your liking at this time, however we do run an initial term of 12 months for full resolution of a pest control issue and all noted concerns had been addressed promptly. We have full confidence that we can resolve your pest issues, however you have since decided you no longer wish to use our services - which we understand and respect. Unfortunately, we have no policy for a fee waiver on the basis of no longer wanting services and therefore the charge was posted in accordance with your signed service agreement.

  Customer response

  20/09/2022

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

   

  Insight pest control seems to be living in a dream world, don't care about customer satisfaction, don't care about misleading customers to sign up to services, believe because they have a contract which was signed that they are covered.  Pretty poor (especially since I'm only trying to get my cancellation fee back).  I will make sure I pass the word around and for sure people will not use their services.

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

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insight Pest Solutions rep solicited business by house cold call last around April. Rep who appeared to be extremely young, attempted to explain service which I thought was going to be a quaterly service months for $99 each time. I signed electronically and did not receive a copy of the contract which they stated would be emailed to me. I was told the amount for the first service + tax will be collected when the service is done. Someone came by sprayed around our property and said to call customer service to pay the amount. I contacted customer service provided them with my credit card info. A charge was never made and no one ever came by for subsequent services. Nothing was ever communicated for an almost 8 motnths. I am now receiving calls from the collection agency saying I owe Insights for $286.74. And if I don't pay this money my credit history will be affected. The company made no attempts to directly contact me or inform me that they terminated by contract early, either by phone or email. I still don't have a detailed invoice on charges owed. This company totally failed to clearly explain their charges or communicate at all. Looking at their past complaints appears many others have been scammed or disgruntled with their service. I feel scammed and in a soup where I have to pay them money or risk having my credit score affected. I called the account recievables department and they told there is nothing they can do and I have to pay the amount. I have never recieved any form of communication from this company, only a debt collection notice from ***.When a company can't be clear and upfront on their contract or invoicing, appears you are being scammed!

  Business response

  05/05/2022

  Hello *******, 

   

  I'm so sorry to hear that you've felt that way for so long. This is certainly never our intent - whether we are able to retain the business relationship or not. 

   

  In light of your complaint, I will verify what facts I have sufficient evidence to support in regards to your concern. 

   

  Please see attached for a copy of the signed service agreement. This was sent to the email address you have provided on the day that you had signed the agreement. 

   

  The communication that followed the initial service is listed as such :

   

  05/20/2021 - initial service was provided 

   

  05/25/2021 - AR department made an outgoing call and left a voicemail at ************ asking how you would like to pay for the outstanding balance (as we had no previous noted contact OR credit card information)

   

  05/28/2021 - voicemail left by AR dept at same number regarding outstanding balance

   

  05/31/2021 - customer was sent an invite to the online customer portal (where they can pay invoices/balances at their own discretion/convenience)

   

  06/02/2021 - voicemail left by AR dept at same number regarding outstanding balance

   

  06/04/2021 - voicemail left by AR dept at same number regarding outstanding balance 

   

  06/08/2021 - voicemail left by AR dept at secondary phone number provided (************)  regarding outstanding balance

   

  06/09/2021 - system collections call (registered as completed to voicemail)

   

  07/21/2021 - voicemail left by AR dept at secondary phone number provided (************)  regarding outstanding balance

   

  08/20/2021 - contract agreement was cancelled due to non-payment for more than 90 days, as is policy. Applicable cancellation fee was applied and invoice email to the email address on file.

   

  09/22/2021 - system collections call (registered as completed to voicemail)

   

  11/15/2021 - final in-house collections letter sent by email (the email returned as undeliverable this time)

   

  11/24/2021 - invoice and final letter of collections mailed to service address

   

  01/05/2022 - system collections call (registered as busy/blocked)

   

  01/20/2022 - Account was moved to 3rd party collections agency. 

   

  Only after the account was moved to the collections agency is when you had returned any contact to our company, at which point we were no longer able to negotiate the terms of your cancelled agreement and/or outstanding balance.

   

  At this time, we still confidently believe that you are responsible for services that were accepted and rendered on your property by our company and that the cancellation fees apply in full due to a breach of contract. However, I am committed to finding the best resolution possible and always encourage open communication.

   

  Thank you and take care.

   

*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. ↩