Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Included with the attachments.

  I asked a technician that was local at the time (Servicing my next door neighbor for pest control) if a particular service
  could be provided on my home while present. Specifically Ants only; No other pest services as I told them specifically I
  have another provider for my mosquito and pest control. The technician was ***** (Either first name or last). He said it
  could be done and he would do it personally once I set up the service. I expressed Ihad concerns as when I called Atlus
  via phone, thy said they do not do lawn treatments, but ***** ensured me that it would be him, and told me exactly
  what would be done.
  I was put in touch with Atlus from ******* Business Card, mentioned the technicians name, they said "If the technician
  said it could be completed, then it can be done." I was then sent a contract. I questioned it again via phone after
  receiving t verify this was ant only, and they said "Yes, this is for the ant control.", even though the contract listed other
  items, they said it was a "Standard Contract" and the technician would cover it.
  The day came for the first service, and it was not ant control, it was a house pest control that was completed, and it was
  not the technician I had met personally that said he would be personally handling it. I called Atlus **************** on
  07/17/2024@****** to let them know of my disappointment, they apologized and said they would send a technician
  back for the proper service. All was well I thought,
  The next month rolls around, and yet another technician shows up on 08/13/2024, and does the same initial treatment
  again. No ant treatment on the lawn performed which was all I was looking for. This time, he also takes multiple photos
  of my property which were posted online, which is an invasion of my privacy and nothing I ever agreed to. I called
  again, and asked politely to be removed from the services, as I was:
  A) Not at all getting the service I initially discussed, and had supposedly resolved after the first mistake.
  B) Had photos of multiple sides of my house taken and posted online, free for public to see.
  C) Had poisons all over my home area, which I have pets so minimize to quarterly treatment with Cooks so I can keep
  my pets away while being treated.
  When I called in, the woman was extremely rude to me. I asked to cancel all services as I was not getting what I asked
  for. She said "I signed a contract and there would be penalties." too which I replied I did not sign a contract and even if
  this were the case, the services I asked for we're not provided, and my privacy was invaded, so they were at breach of
  contract and should release me. She literally laughed hysterically and said, "You're gonna pay it, good luck!".
  that call was what disturbed me the most, instead of trying to make it right, she laughed at me. Horrible Customer
  Service.
  I then received a call on 12/26/24 in the evening to my home number demanding payment this week for the original
  service and a $201 contract cancellation fee, and "If not paid by the end of the year, you will be sent to collections."
  Which provides me 3 whole business days. I couldn't even get the payment there in time if I wanted to, so they have
  every intent on sending me to collections. Again, unacceptable customer service.
  I would simply request of them to cancel the contract, remove the ridiculous charge for "Breech of Contract", not charge
  me for the again unrequested service on 08/13/24, and close the account. I do not care obviously if they ban me for life,
  as I do not want to do business with a company that has this level of customer service, especially belittling.

  

  Business response

  01/13/2025

         Mr. ******, I am sorry this was the experience you received from us. We take pride in our company and helping get rid of unwanted pests with all our customers. As for the pictures, those are not available to the public only you as a customer and our company and protected in our system. These are for you to see what service we performed and let you know we hit all sides of the home. I apologize for the you feeling we were not polite on the call. As for the cancellation fee, if you would like to discuss this further, please reach out to me personally and I will discuss what more we can do to get this right. My name is **** ******* Atlus Pest Solutions. 

  Customer response

  01/17/2025

   
  Complaint: 22737974
  
  I am rejecting this response because:

   

  I will reach o=ut on Monday/Tuesday of next week (1/20-21/24) to discuss.

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

  

  Business response

  01/21/2025

  Let me know when would be a good time we can discuss this issue and agree to a resolution. i see it says you will call this week look forward to hearing form you.   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I purchased my home last year, the company hired and paid ***** for the first year. I decided to employ another company rather than continue with Altus. I was contacted by one of Altus technicians who no longer works at Altus and told him that I had hired a new company so he didnt need to come out. Next thing I know, I start receiving bills starting in September claiming I owe Altus $350 for bait which their technician never delivered. From September until December I contacted the office at Altus and was told one thing and then another including I dont owe them money but they wanted to track down their bait traps. I was told they would contact me the Tuesday after New Years and havent heard a word. But I did receive yet another bill stating if I didn't contact them in the next 10 days they would be transferring it to a third party for collection. This is harassment and very bad business. No one should have to call as many times as I have to clear this matter up. I asked them to send me in writing that this was cleared up for my records and nothing. That is what I want and these threatening bills to stop. I am fed up with this. I will definitely let my friends who have bought in this subdivision not to use them.

  

  Business response

  01/20/2024

  We are sorry you feel this way. We are simply trying to get the equipment placed at your home with the builder. there should have been a letter and a packet explaining if you chose to not keep the termite stations and coverage to please contact us and we would remove them. When we attempted to retrieve those the company who replaced the station either used or took the ones who belong to us. We own the equipment/termite bait stations. In no way were we attempting  harass to be inconsiderate. We are just trying to retrieve or collect for the lost termite stations. If you would like to discuss this more please out to *********************** @ Atlus Pest Solutions  and we try and help remedy the situation.       

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working with this company for nearly 5+ years and the service was always great up until recently. About a year ago we started an additional service with them to treat for mosquitos, after a year, the company called us and we told them that the service was not working and our yard was still infested with mosquitos, the lady on the phone got rude and the only thing she had to say was "We performed the service and you need to pay", I didn't ask for a refund or not to pay, I was simply looking for some help as to why it wasn't working. But because of the rude answer, I decided to cancel all services with the company, as I am not paying money to any company to be talked rudely to. So she quickly said your service has been canceled and hung up. About 2 weeks later, i called the company back to confirm my services were canceled after I received a text they were coming out in a couple days to perform service. I also stated I had hired another pest control company after the first conversation with this company. The lady confirmed my services weren't canceled, but she said she just canceled it. Then a few days ago (A week after the second conversation) the company called telling me they went ahead and performed the service after they confirmed twice that it was canceled and now have been trying to charge my credit card $109 every day. At the time they "performed" this service we had already been getting service from another company for a month. On a side note, they say they "performed" the service, but we never seen anyone at the house, no one knocked or left anything at the door.

  

  Business response

  08/04/2022

  ******************,
  I am sorry this has happened, and you feel we did not take action to address your issue. I am a manager with the company and unfortunately was not aware of the issue in a timely manner. I have removed the charge and left you a voicemail to please call me back at your convenience I would appreciate a conversation to try and make this right for you.

  Thank You 

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

*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. ↩