Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/6/2024 received a text being sent to collections. I have not received any mailing of issues. I have not received any phone calls of issues. I have no proof they have been out to service my system since acquiring the company I originally agreed to. I contacted them and was routed to a call center and could not speak to anyone from the actual company. I was told if I paid nearly $400 they would remove me from the collection agency they outsourced to. I see on reviews this has happened to so many recently. All recent reviews are negative and there are many. The previous company contacted me each time they came out. They called and text me regularly whereas this company has never attempted to reach me. This is a secondary home on the market to be sold so I am there weekly to check on it. I show no one on front door camera, have never received a card at the door or a call before service. This is not the service or company I agreed to years ago.

  

  Business response

  10/22/2024

  Good morning,

  After researching this account, we found that a former employee incorrectly set up the customer account. We issued a refund back to the credit card in the amount of $178.00 on Monday, October 22. Further, we have removed the charge for $136.95 for the tank fill that occurred in June. 

  This account is now cleared of any outstanding balances and appropriate credit has been issued.

  On behalf of the entire team at Mosquito Mist, we apologize for the inconvenience and disappointment we may have caused.

  Thank you.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I didnt want any service and didnt get any service from this company. They are sending me an invoice for something I didnt want or receive. I already called them.

  Customer response

  09/13/2024

  Good afternoon, it has been more than 2 weeks now and i didnt hear back. Also the business didnt call me or send me a corrected invoice showing I dont owe them anything. 

  Do you have any news? Again: I dont even know this company, all of a sudden received an invoice from them without having asked for their service.

  Please let me know

  Serap

  

  Business response

  09/26/2024

  Good Morning -

  Our branch manager ******* ****** called the customer yesterday morning. The customer was originally a ********************** Mist customer. ********************** purchased Mosquito Mist back in February and we sent out communication to all our customer base VIA letter in the mail to notify the entire customer base of the change. This particular customer made a hand shake agreement with one of the previous salesman that she would be filling her tank herself which is not how we typically operate. That salesman is no longer with our organization. Since communicating with the customer yesterday, we have written off the balance due on the invoice in question and have canceled the customer in our system so she will not be billed for tank fills in the future. 

   

  Thank you, 

  Customer response

  09/26/2024

   
  Complaint: 22208141
  
  I am rejecting this response because: we never had a service agreement with the installer of the system OR this new company!

  ***** agreed on only installing the system and never serviced us. We do it ourselves. Also there was zero communication about the business being sold to this scam business sending this new invoice.

  Attached you can find the communication with the original business who installed the system. ***** who was the partner/owner of the company, not a "salesman not working for them any more". What a lie!!! He agreed on not doing any service for us in his email. Not a handshake!!!!

  Again: we never had any service agreement with ANY company. Not the previous one and not these people.

  Fun fact: The tank was never filled by them! As we always do it ourselves. What a scam. I am of course going forward and sharing this experience we had on many websites including ****** and yelp.

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Business charged amounts not approved and agreed to. Started charging for services that were supposed to be included without any notice in any way. Said they sent email notice but conveniently they misspelled email address and didnt bother to call or mail when emails bounced back.

  

  Business response

  08/23/2024

  The recent charges of $190 for the customer related to a routine and scheduled tank fill per SWAT Mosquito Systems coverage and maintenance visits. This charge is identified and included in the contract. Due to the custom use of the misting systems and pro-rated fill trips, the charge for the tank fill may vary based on the frequency of the misting interval and duration.This service was completed and administered prior to written notification of cancellation.

  As the industry innovator, SWAT Mosquito Systems continually updates and upgrades the treatment and methodology to deliver optimal product use guidelines with enhancements in the industry. Some concerns may require additional steps by the property owner to enable optimal installation conditions and/or discuss alternate options. One ancillary solution offered may be a fogging spray to an isolated area within certain conditions and sizes,that is an optional and additional coverage to the misting agreement, as the treatment is non-permanent in nature due to chemical and treatment specifications. On 8/13/24, the customer requested fogging treatment, which is offered at $75 per unit area for current customers. The service team relayed during the call that treatment pricing helps ensure our commitment to best-in-class products and expert service guidelines by trained technicians and consultants.The customer declined the treatment since it was an additional cost and requested to cancel her services with SWAT Mosquito Systems.

  During this time, it was noted that the email address on file was misspelled, and so the customer had not received any prior email communications from SWAT Mosquito Systems. The email address was updated and confirmed at that time.

  In best efforts of mutual resolution, the service manager reached out directly and reviewed the account details and concerns. This escalation has also provided an additional opportunity for SWAT Mosquito Systems to review customer communications in more precise efforts for account accuracy and customer expectations.
  Due to request of the customer, the account has been cancelled,effective 8/19/2024. SWAT Mosquito Systems invites the opportunity to reinstate the agreement and provide a service level that will delight the customer,demonstrating an experience more consistent with the brand.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/18 I purchased a proprietary mosquito misting system. The agreement was that it was remotely monitored and filled without needing to make appointments. From the time of installation in September until 11/9 they maintained the system flawlessly. The December refill was missed, and I also had to report misters were not misting. They came out 1/1 and corrected the issues. There was no service in February. The was also missed refills and maintenance from 4/19 through 7/1.During that time, I placed numerous calls to the **** line, which at this point was transferred overseas. I was told each week I was on the schedule and during that time no one ever showed. I was told there was no way to reach anyone in the **. I ended up calling my sales associate who started to coordinate activities. I have made a total payment of $8898.76.Complaints:1. Missed service treatments causing increased activity a. December 2023 b. February 2024 c. May 2024 d. June 2024 2. Breach of contract a. Charged over the max of $259 for refill on 4/19/24 b. Failed to provide 24-hour response time during May and June *************************************** 4 separate months d. Failed to provide misting of non-covered back yard areas, including the pool deck and charging additional fees for service without providing notification to customer as per the contract I am seeking a full refund in the amount of $8898.76 for their multiple breaches and inability to use the proprietary system with another vendor.

  

  Business response

  08/14/2024

  The agreement for the service placed in September included $7,165.30 for the system installation and monitoring by SWAT Mosquito Systems. ************** monitoring is generally scheduled for approximately every 43 days per usage and product label guidelines. Additionally, the remote technology available to full-service customers provides alerts to the **** ********************** ************** team while the system is in standard use. Scheduled services were completed on 4/16/24 and followed up 6/11/24, equating to an 11 day window past the estimated service cycle. During the time between services, the customer voluntarily filled the tank himself, although self-service to the **** misting systems nullify the warranty as the service and methods used may risk liability and potential damage to the systems and/or surrounding phytonutrients.

  All service invoices have been provided to the customer, and the repair charges notated accordingly in the line items of each invoice. Per the warranty, if the system is not maintained by and routine refills performed by SWAT Mosquito Systems, the warranty is null and void; additionally, the warranty does not cover misuse of the system or damage caused by actions of the customer or a third party. These costs incurred will be invoiced to the account.

  In best efforts of mutual resolution, both service manager and branch manager reached out directly and reviewed the account details and concerns.This escalation has also provided an additional opportunity for SWAT Mosquito Systems to revisit timeliness of service communications in more precise efforts for first call resolution.

  Installation guidelines and proper conditions for system components are critical in order to uphold the SWAT Mosquito Systems misting system warranty as well as deliver optimal product use specifications. Non-covered areas may require additional steps by the property owner to enable optimal installation conditions and/or to discuss alternate options. One ancillary solution offered may be a fogging spray to an isolated area within certain conditions and sizes, that is an optional coverage to the agreement, as the treatment is non-permanent in nature due to chemical and treatment specifications.

  SWAT Mosquito Systems has offered to retrieve the system per the customers request. ********************** is willing to refund the initial cost of the installation, pending the retrieval of the system to SWAT Mosquito Systems. Alternately, SWAT Mosquito Systems is willing to refund the first years maintenance costs and will continue to service the system, provided the customer agrees that all filling and maintenance of the system be performed by SWAT Mosquito Systems.

*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. ↩