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Complaint Details
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Initial Complaint
01/21/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
On, January 21, 2025 we decided not to renew our *************************** with ******* Pest Control when the current contract expires on April 31, 2025. We sent ******* an email notice that we will not be renewing with them so they would be aware far in advance of the renewal date. Minutes later a gentleman calls me from ******* to entice me to renew by lowering their price, which I expected, no harm no foul. I informed him we are switching gears to a service that uses the Termidor application approach, which ******* does not use, so we are not interested. He then tells me he has no way to document in his systems that I am not renewing their services until the renewals are sent out and that I need to call him back when we receive their renewal notice in order to cancel their services. My answer to that statement was basically that sounds like your problem, not mine. We have informed you we are not renewing more than 3 months in advance so your company needs to find a way to make sure you document our notice of non-renewal. The reason for filing this complaint is to provide an OFFICIAL paper trail that we provided ******* Pest Control with notice or non-renewal to prevent them from stating that we did not tell them in time that we are not renewing. I have been a victim of this type of sales approach in the past and will not play that game any longer.
Business response
01/24/2025
Better Business Bureau,
Thank you for bringing ******************* concerns to our attention. At Waynes Pest Control, we value our customers and strive to address any issues in a timely and effective manner.
We have reviewed *** ********** complaint regarding the cancellation of his *************************** contract. Our findings are as follows:*Customer Request:
*** ********* notified Waynes Pest Control of his intent not to renew his *************************** contract, set to expire on April 31, 2025. He also declined our offer to retain his business, stating he had decided to switch to a provider using the Termidor application approach.*Process Clarification:
Our standard procedure does not allow for future-dating cancellation requests, as renewal notices are sent closer to the contracts expiration date. However, we understand *** ********** preference for an immediate confirmation of his non-renewal and recognize his frustration in obtaining documentation.*Action Taken:
1. Exception for Future-Dated Cancellation: To address *** ********** concerns, we have made an exception and documented the non-renewal of his contract, ensuring his request is processed.
2. Follow-Up Communication: *** ***** from our team has reached out to *** ********* via voicemail to confirm this resolution and will follow up if necessary to ensure the matter is fully resolved.
3. We have set calendar reminder for the contract renewal date to verify that no unintended charges or communications are sent to *** *********.We have taken these steps to provide *** ********* with peace of mind and ensure his request is honored. We will continue to monitor the account to confirm the cancellation is fully executed on the appropriate date.
We regret any inconvenience *** ********* experienced and appreciate his feedback, as it helps us improve our processes. Should *** ********* have any further questions or require additional confirmation, we encourage him to contact us directly.Thank you for allowing us the opportunity to resolve this matter.
Customer response
01/24/2025
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
09/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I began service with Waynes in February 2023, and the treatments received were ineffective for bugs and mosquitoes. During the technician's initial visit to service my home, ******* technician did not assess inside my home nor spray. I questioned this and was told the technician indicated I did not want him to come into my home which was not true. This started a chain of calls and emails to return to my home. When I called to cancel my service, I was told I could cancel at any time, however now I have been told there is a cancelation fee attached to the contract. I am unhappy with the pest control services as they did not eliminate several pests. I do not know if they have completed the service due to failure to communicate with the customer, I requested to cancel the pest ********************** service and ***** informed me of an early termination fee that I was unaware of in a previous conversation with customer service. I was aware that my contract would involve quarterly spraying however, I was unaware that it did not include spraying inside of my home along with a cancellation fee. In my last conversation with the company, I was told that they would not come back out to my home to do a re-service after informing them that I had seen several dead and live water bugs inside my home and that I would have to wait a couple of months. I am not happy with their services, nor should my concerns be dismissed. I pay them for a service that I am dissatisfied with and I want my contract canceled with this company.Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called several times with questions about fees and spoke to a representative who promised to check on my questions and get back to me. The representative didnt get back to **** continued to receive emails this business would be at my home on dates of their choosing for termite inspection. I called and explained I did not want this company on my property if I wasnt home. I was told I would be placed on a separate list that coordinated with my schedule in advance for a specific appointment.I also emailed this company that I was revoking any permission I may have previously given to enter my property without notice and without my prior written consent.I am at work and receive a text that the technician is on my property. Seriously?So this person (maybe) walked around and inspects for 5 minutes. They dont know how to access the crawl space and certainly cant inspect inside the garage. In my opinion, after trespassing on my property, this company has the audacity to send me a bill.This bill is more than double what I paid the previous company for over 10 years. Presumably, I was switched to this company after a buy out. In my opinion, very, very expensive and very poor service.Initial Complaint
06/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I began service with Waynes in February 2024, the treatments received were completely ineffective for the ants, spiders, and I was bitten repeatedly by mosquitos within two hours of the technician spraying my back yard. Waynes failed to indicate to me there is a 12-month agreement regarding new services. I am unhappy with the pest control services as the service did not eliminate several pests. I work from home and have cameras all around the exterior of my home, I know they did not follow up repeated sprays, I requested to cancel the pest control service and Waynes informed me there was a contract that I did not sign that would involve quarterly sprayings involved along with a cancellation fee but they would cancel my service, however, they are continuing to bill me every month for services they are NOT rendering as well as harass me via telephone and text messaging. After this encounter with this company, I cannot continue to support Waynes as a customer with the unprofessional and unethical approaches it takes with its customers regarding their service agreements. To resolve this complaint, I request the pest control service be cancelled without a cancellation fee along with the telephone calls, text messaging, and monthly billing invoice harassment to stop.Business response
07/08/2024
Good afternoon ******************,
I have looked into your account and am very sorry for the way your services have transpired. I assure you that this is not normal practice for *****'s. We pride ourselves on providing world class pest solutions to our customers and I assure you that the matters you have brought to our attention will be reviewed closely.
Your services have been canceled and we have removed any balances showing on your account and have also removed you from any future communications.
Again, we sincerely apologize for the inconvenience this has been to you.Initial Complaint
04/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been using this company for 8 years. I called to get my quarterly service set up and they said that they canceled my service (which I had no knowledge of ) and that I would have to sign a new agreement contract and do the initial service again, and it cost more plus will be a monthly automated payment instead of the quarterly one that I had. This seems fishy and scammy that they cancel long time customers and make them start all over! To place them under contracts and charge a lot more!!! Ridiculous!!!!Business response
04/23/2024
Thank you for the opportunity to respond to the customer. The customer denied their quarterly service for an entire year in which we communicated the need for a thorough treatment upon the next service. The next service is scheduled for tomorrow, 4/24/2024.Initial Complaint
04/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Waynes failed to indicate to me there is a 12-month agreement regarding new services, pest control in my case. I am unhappy with the pest control services as the service did not eliminate several pests. I requested to cancel the pest control service and Waynes, more specifically *********************** informed me there was a cancellation. While speaking with **** via phone call, he stated the cancellation fee was $250, then he stated the $99 I had already paid for the startup fee could be applied to that and I would have to pay a remaining $150 cancellation fee. Might I remind the readers of this complaint, there are no cancellation fees identified within the agreement itself. Another phone call later, ********************************* called me regarding this cancellation of pest service. He stated he will take care of everything regarding the pest control and that I am good to go and would not need to pay any fees to cancel. As of 4/2/24, I received a phone call from ********************************* stating there is a $99 cancellation fee to cancel the pest control service after being told I was good to go and did not need to pay a fee. I would like to reiterate the Waynes service agreement DOES NOT identify a cancellation fee. Although after this encounter I imagine Waynes HQ will begin to include this within their service agreement. New customers beware of that. After ********************************* stated that it is his fault that he did not mention the 12 month agreement because it is a new implemented approach, he still requested a cancellation fee of $99. I also have lawn service with this company. After this encounter with this company, I cannot continue to support Waynes as a customer with the unprofessional and unethical approaches it takes with its customers regarding their service agreements and the so-called unidentified cancellation fee within the agreement. To resolve this complaint, I request the pest control service be cancelled without a cancellation fee.Business response
04/05/2024
After researching the customer complaint and the account, the agreements have been canceled and account balances are at zero.Initial Complaint
02/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased my new home from builder 08Feb2023. Builder paid/contracted Waynes to install exterior termite traps, providing termite protection for 1 yr prior to my purchasing the home. Shortly after closing (a year ago), Waynes called to scheduled an appt. to discuss their services and what the builder had paid for. I met with the Waynes **** ********* I was not interested in any other services, nor would I be renewing any termite trap services initiated by the builder. I asked if he or Waynes would send for someone to remove the green traps or if once these were dug up from landscape projects, should I call Waynes for pickup and he said no, and directed me to put them in the trash, further stated there was no charge to me, they do not collect the traps if the homeowner decides not to renew.Fast forward February 2024: 1 year later I have received multiple phone calls from Waynes, I have told 2 Waynes callers that I am not interested services. They have asked to schedule an appointment to come out, and I have said no there is no reason for their company to come out. Most, if not all of the green traps are not even in the ground due to landscape projects as I was directed by ******* a year ago to throw in the trash if I was not going continue service and they were in the way of landscaping. I just received an email bill for $30 at 3:00 am this morning.Business response
03/28/2024
The customer account and complaint has been researched, corrected, and all pending charges have been adjusted.Initial Complaint
09/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an invoice for $360 with no description. I did not agree or set up services with anyone with Waynes nor have I ever seen anyone come to my house besides putting a sign asking to sign ** in my yard. I want this resolved asap canceling any account I did NOT sign up for and removing the balance I should not have to pay.Business response
09/08/2023
Dear ********************,
On behalf of Waynes, thank you and the BBB for this forum to amicably resolve consumer/customer complaints. We have researched this matter and report as follows:Your Homebuilder, Vol Build, chose Waynes to provide the Termite pretreatment on your new home when it was built. By law, we, Waynes Pest Control, is required to perform a Termite inspection on your home one year from closing. We did not have any current contact information to notify you of our upcoming inspection. When we arrived, no one was home and we went ahead and performed an outside inspection and left information letting you know that we had been there. The $360 is the fee for maintaining your $1,000,000 Damage/Repair Termite Warranty beyond the first year that Vol Build provided you. Should you decide to not keep your Termite Warranty, you do not owe us anything. I will credit your account and cancel your warranty and again, you owe us nothing. Our inspection did not cost you anything, it is part of our obligation to fulfill the law.
Should you decide you want to keep your warranty, please reach back out and we will be happy to reactivate your warranty and even work with you on costs.
Thank you,
*********************
Initial Complaint
07/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have received a bill from them for a service I did not agree to. *****'s came to my door and I told them no and now I get a bill from them I am not paying this bill and I do not want their service ever!!!!!Business response
07/24/2023
Dear ********************,
On behalf of Waynes, thank you and the BBB for this forum to amicably resolve consumer/customer complaints. We have researched this matter and report as follows:
Your Termite Warranty was set to expire and we had issued a renewal invoice to continue coverage. When you called in this morning, July 24, 2023 and spoke to *********************, she cancelled your warranty and made an adjustment to your account. There is no outstanding balance due and your Termite Warranty has been canceled and deactivated.
Thank you,
*********************
Customer response
07/26/2023
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
06/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We contracted *****'s to service our lawn in March of this year. They have billed us up to June and have only been at my home twice. I explained when I signed on that I have locked fencing around my backyard because of having a dog. I also explained that I need to know when the people are coming in advance so I can be home for the service. This was never done and I have gotten calls or text messages on the very day they intended to come. The week before last I called and inquired when they were coming because I saw their vehicles at other homes on my block. I was told that they were coming to do fertilizer and a lawn aeration that week. As the end of the week approached, I called and was told that the services would be done the following week. I also got a message on my phone that the person doing the aeration would be there on the 19th of the month. That week came and someone came in an unmarked white pickup and put down fertilizer. Now this week the person that was supposed to do the work today never called or showed up. This company is absolutely horrible with scheduling bu they never forget to bill my wife's credit card. I did have to cancel twice because they gave no notice when they were coming and never followed up on a return date. One was due to concrete work on my patio and another was repair. I no longer want to do business with this company and do not want to be under contract with them anymore. I am also seeking a refund for the June payment because the work was not done.Business response
06/22/2023
On behalf of Waynes, thank you and the BBB for this forum to amicably resolve consumer/customer complaints. We have researched this matter and report as follows:
We reached out to **************** and he was unhappy with the inconsistencies in communication. We have canceled his Agreeement as requested, and he said if would refund the $90 from his June application then he would rescind his BBB claim. The refund was submitted this morning, June 22, 2023.Thank you
Customer response
06/24/2023
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,
*************************
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Customer Complaints Summary
36 total complaints in the last 3 years.
12 complaints closed in the last 12 months.
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