Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bulwark Exterminator keeps hassling me about paying them more money. They have been aggressive about renewing plan and they ignore my requests and other messages. The used dangerous chemicals when I requested their safer product. The came many times and only applied ________? Outside, even when I said I only wanted service when I could be there - so they could provide help inside house. I started using a new company over a year ago. I can check records. I told Bulwark to stop service but they apparently came, annd applied dangerous/carcinogenic?) chemicals.I was rarely in ********* and do not know the number of Bulwarks visits, nor their total unauthorized charges. Thank you for your help, BBB. Please explain why despite many similar complaints, Bulwarks score seems unaffected.

  

  Business response

  01/17/2025

  ***,

  Thank you for reaching out and providing this feedback. All of our treatments are in compliance with product labeling and local, state, and federal regulations. We can protect your health and well-being by removing pests without harming you, your pets, or the environment. Upon review, we show that you were notified ahead of time of the scheduled appointments which you are disputing and that we received no indication from you that you wished to cancel these appointments. However, we will be more than happy to remove the entirety of your remaining balance to ensure that this matter is satisfactorily concluded. We have made the necessary adjustments effective immediately and have closed your account so you will receive no future charges. Thank you again for the feedback and please reach back out if you have any questions!

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This evening, December 31st, NEW YEAR'S EVE at 7:54pm, these jokers have the nerve to call looking to get my business!!! HOW DARE YOU INTERRUPT ME ON A HOLIDAY WHILE I'M TRYING TO CELEBRATE!!! YOU PEOPLE HAVE ABSOLUTELY ZERO RESPECT!!!

  

  Business response

  01/07/2025

  ******,

  Thank you for reaching out and providing this feedback! We have removed you from our call list and we will not contact you going forward. If you have any other questions or concerns, please reach out and we would be happy to assist you further. Thank you again and have a great day.

  Customer response

  01/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ****** ******, Jr.
  
   
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We started using Bulwark exterminating in 2022 when we moved into the area for termite bond and pest control. We started experiencing issues with the pest control in early 2024. I.E. Team member saying the completed the service but never showed up to our property, not completing service correctly with many requests for correction. Finally, we decided to part ways with Bulwark, we gave them multiple opportunities to improve at their request, but the services were still not adequate. We asked to close both the termite bond and the pest control initially in July of ********************************************************************************************************************** complimentary services to pacify the routine service issues. Requested to close all accounts (termite bond included) with **** (Supervisor) in Sept. In October we received a bill for the termite bond so we called on October 23rd, 2024 and spoke with supervisor ********* who confirmed the balance of $0 on everything and our accounts were closed. Then in December received a collections notice for the termite bond and on 12/6/24 we spoke with ******* revisiting the history of the account, she said she would prorate the termite bond based on the months used. We mentioned reaching out to BBB since there were so many discrepancies and issues. She said she could no longer speak with us and someone would contact us that evening and they never did. Also she would not let us pay the prorated amount to end this miserable experience with Bulwark,On 12/9/24 supervisor **** called us, she advised that everything would be settled for the prorated amount of $99. We paid via CC and we reconfirmed that the $99 would settle all accounts and everything was completely closed. Giving us the transaction number (*******) and said this verifies the payment and all accounts settled and closed. Today (12/30), I called collections company due to letter and they explained still owe over $300.

  

  Business response

  01/07/2025

  ****,

  Thank you for bringing this to our attention. We have contacted ******************** to inform them that you are no longer responsible for any payment for services provided by Bulwark. If you continue to experience any issues or have any other questions or concerns, please reach out and we would be happy to assist you further. Thank you again and have a great day.

   

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out twice sprayed for fleas the problem got much worse I called asked for refund in full before the 60 day garenty they agree sent me a check I put it in my account wrote bills on it it bounced the refund check did causing me to get two overdraft fees I called again was told the new check would be sent out on November 22 today is the 2 nd of December still not here when I called them back today he talked toe like I was stupid n should wait the bank wAnts there money n is telling me they are about to close my account over this I'm about to go to the ************************ charges against them

  

  Business response

  12/02/2024

  *******,

  Thank you for reaching out and providing us with this feedback. We show that a refund check was mailed out to ****************************************** on 11/22/24. Refunds may take 10 business days to be processed. It may also take slightly longer for the mail to deliver your check due to the holiday. If you still have not received your refund check after the 6th, please do feel free to contact us again. Thank you again and have a great rest of your day!

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email from Bulwark ********************** on 9/3/2024 stating due to an auditing error, we were not charged for rodent control services for several months. We paid Bulwark approx.$432.00 for approx.6-7 months of service before we cancelled service and moved to another city. Bulwark cancelled our service and made no mention of this new bill. It has been almost 2 months since we moved and they just now billed us $231.00. I spoke to customer service about this charge and they insist we pay them. It was an auditing error on their part and I feel we don't owe them anymore money.

  

  Business response

  09/06/2024

  ********,

  Thank you for bringing this to our attention. Although the additional $231 in charges is valid since the charges you received had been agreed upon prior to you receiving the services, we have credited this balance off of your account to ensure that this matter is permanently and satisfactorily concluded. Thank you again and we wish you the best!

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  At 10:29 AM on Monday, September 2nd, I received a call from Bulwark at ************** informing me that they would not be refunding the $91.23 as previously promised. On August 22nd at 10:02 AM, I spoke with a woman, possibly named *****, about canceling my service with Bulwark and requested a refund of $91.23. During the call, I believe I was transferred to the retention department, where this woman, who I think is named *****, assured me that the refund would be processed. The woman that I spoke with on September 2nd did not honor the promise of the woman I talked to on August 22nd.

  

  Business response

  09/06/2024

  Hello *******,

  Thank you for bringing this to our attention. We have initiated a refund for that $91.23 charge. Please allow up to 10 business days for this refund to be processed. Thank you again and please reach out if there is anything further that we can do to assist you in the future!

  Customer response

  09/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I previously had service with this company two years back. Service in the end was not renewed. A year later I receive billing notification and a service date notification that service would start again and I would be billed. I called to question this as I did not authorize to start service again or did I provide billing information. Upon calling, I was told the service would be cancelled and that would be the end of it. A week had past since this conversation, and I received an email and a text again notifying me of service to continue. After calling, it was found my information was placed on another client's service in another state that I have no relationship to. I requested my phone number and information to be removed from their system so this would not happen again. Another week pasted and again I receive calls, text messages, and emails of service in another state. I yet again call to have my information removed from their system. This time I spoke with a supervisor who said it would be removed and they are unsure why my info is on another clients service. Another week past and yet again I get the texts and emails with an invoice for service. I called again, was hung up on, and called again and finally someone said my info would be deleted again. I also responded to the text notification to unsubscribe from further contact. Here we are today, and yet again I am receiving texts for a service. Numerous times I have requested this company delete my information, unsubscribe via text message I receive from them, and numerous times I have been ignored and contacted. This is in violation of the CAN-SPAM Act.

  

  Business response

  08/13/2024

  ****,

  Thank you for reaching out and bringing this to our attention. Our technical departments are currently looking into this to ensure it doesn't happen to any other customers in the future. As an immediate solution, we've removed your phone number and email address from all our customer records. Please don't hesitate to reach out if you have any other questions or concerns or if there's anything else we can do to assist you!

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled this company after not receiving calls back from the branch manager. I have a vole problem. I was told the branch manager would call me back as hes the only one who handles voles in my area. I called two different days and received no call backs. Its interesting to me that the last time I called about billing issues I had a $50.00 credit on my account from months ago. That call was made some time in May when they charged $100.00 for a service that was suppose to be $50.00 when they service my large bait boxes only. Those large boxes never needed servicing and they were placed around 12-28-23. Why I feel I am owed the $50.00 is when I called back I think ******* of ********************************* a full refund of a $100.00 they credited back my charge card $50.00 and gave me a credit of $50.00 on my account. That $50.00 was never used for any service to my knowledge. They never credited my account and I was charged $29.67 monthly for everything but the three large boxes that ******************* thought I needed. When I closed my account on ****** I was told the $50.00 was used for other services. I didnt have any other services. Why I wasnt fully refunded that $100.00 in the first place I dont know. Guess they like holding onto half your refund. Their billing has no statement just an app when you close your account you no longer have access to it. Not a happy customer and will not be going back. Sorry no second chances.

  

  Business response

  06/11/2024

  *****,

  Thank you for reaching out! We'll be conducting a deep audit of your account in an effort to further improve our processes for future customers. Regarding your refund, we show that your $100.00 charge was voided on 05/03/2024. To be clear, this was not a refund; it was a cancellation of a charge that had not yet gone through. In other words, the funds were never actually taken from your account, meaning they could not be refunded. If you are showing that the $100 charge from May DID in fact go through, please let us know and we'll initiate a full refund right away.

  Thank you!

  Customer response

  06/27/2024

  Sorry but this issue isnt resolved. They need to look back in their records further. This goes back to maybe Jan 29-2024 or Feb 10, 2024. Look at the conversation I had back in May of 2024 when they closed out my rodent control. If they record conversations over the phone the person on the phone also confirmed with me I had a $50.00 credit on my account. Its a shame that they dont bill you so I have no paperwork to show this credit. Yes, everything is correct for the last refund of $100.00 on 5-3-24. Please could you check my account further I am 100% sure there is a $50.00 credit somewhere in your records. I had no other services done where that $50.00 credit would have been applied. I appreciate your time in looking into this. 

   

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

  

  Business response

  06/27/2024

  Thank you for the additional communication! We will process a $50.00 refund for you to the **** card ending in 0888 to ensure that this matter is permanently and satisfactorily concluded. Please allow 3-5 business days for this refund to be processed.

  Customer response

  07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date: 4/26/2024 Price: $43.05 Situation: Bulwark Exterminating fraudulently charged the CC I had on file for $43.05 without my authorization, and my account is not set up for auto pay. The charged amount was NOT applied to my account with ********************. I have contacted Bulwark via email to have the issue resolved and I've received nothing but a runaround. I have requested a refund and my account with ******************** to be closed. So far Bulwark has failed to comply and is actively trying to charge me for ongoing services. Email correspondence attached. Seeking cancellation of contract/account and refund of stolen funds.

  

  Business response

  05/17/2024

  Hi *******,

  Thank you for reaching out! After reviewing your account, we also show that you are not set up for auto-pay, so we will be performing a deep audit and review of your account to ensure this doesn't happen again to yourself or any other customers. We have also canceled your account effective immediately and submitted a refund for the $43.05 charge. Please allow 5-7 business days for the refund to be processed. Thank you again and please let us know if you have any other questions.

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the statement from Bulwark. Once I have obtained the refund, I will consider the issue resolved. 
   
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bulwark continues to charge customers without notice. And chasing prices of services without letting the customer know. The changed the price occurrence of the weed service on several occasions and not letting the customer know. It went from 1 years to every 6 months to every two months. I have no email or letter stating these changes and they just debit out my account without notice of the price change. I have contact them and no contact back. I want my month for the weed services deposited back into my account. You can also tell the weed services was not done because the color of the yard was the same color. When weed services is completed by yard is normally yellow. Also the service tech did not change my bug traps when we came into my garage to spray. Just terrible service. I also went the website to change my services options and it will not allow me to. Money stealers.

  

  Business response

  05/09/2024

  Hi *********,

  Thank you for reaching out and providing this feedback! After auditing your account, we see that your pre-emergent weed service has been set up on the same frequency (every 6 months) since you began the service in April 2023. We always perform these services six months apart since that's how long the product is effective. We would much rather save you money by charging you just twice a year instead of coming out three or four times a year when it's unnecessary. If you see weeds come up in between those six month services, just call us and we'll come back for free. We are in the process of removing the dyes used in our weed products, so it's possible that you wouldn't have noticed coloration after your most recent service. Please wait 2-3 weeks from the service date and then let us know if you see any more weeds so we can get back out there.

  The pricing for your weed service has also always been the same ($129.00) but you received both your pest control and weed service on 4/30, meaning the total was $215.10 ($86.10 + $129.00). We avoid increasing our prices whenever we can, but sometimes it's unavoidable. If your rate ever does increase, we'll contact you to let you know. Auto-pay is also completely optional as well. Do you want to be removed from auto-pay and set up to receive bills going forward? Also, we'd be happy to get those traps in the garage changed out, just let us know some days and times that you are available and we'll get you scheduled for our first available appointment!

*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. ↩