Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This statement is based on my memory which unfortunately at times contains errors.Sometime in September 2024 Ponte sent a letter telling me that the service or maintenance agreement would not be extended at the previous price and instead it would be the cost for new termite treatment. Not thinking that this would be an issue I called and told them I would not be renewing our agreement.Shortly thereafter, I received a call from someone telling me they were coming to service our house. I was confused having told them that I no longer wanted their service. I think I spoke with the technician and sent him away but my wife says she showed him to the neighbor's yard.I still maintain that I did not order, desire, or receive this service. Now I feel extorted since Pointe turned the bill over for collection for services not renderded.

  

  Business response

  01/07/2025

  Hello!

  After reviewing your account and talking to our **************** Manager, you accounts says we do not perform services unless confirmed directly with you. According to your notes, we spoke with you on 9/11 confimring the 9/13 service. We had one of our **************** Leads call and leave a message advising you to call us back. We have closed your account per your request, but the balance remains for the services done on 9/13/2024. 

   

  Thank you for reaching out.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired them to get rid of German roaches paid them in full and i was guaranteed they would be gone for a period of at least 90 days. I did have to reschedule 2xs. I take care of my elderly parents and Mom was sick the 1st time then the 2nd *** got a confirmed case of covid and didn't want to get their workers sick. I contacted them 2 weeks after 2nd spray to let them know I needed to set a 3rd spray let a few weeks go by and didn't hear from them so I contacted them again all by email and finally heard back a few days later saying that they would not warranty my house when I asked for an explanation nothing. You can't take my money then not finish the job I haven't been free of German roaches for even 2 weeks.

  

  Business response

  10/16/2024

  Hello!

   

  After reviewing you account and talking with our service leadership team, they have been trying to reach out to you to discuss your account and this situation. It seems they have not been able to connect with you yet, but are hoping to sooner than later to take care of this with you. Please reach back out at your convenience. Thanks!

  Customer response

  11/01/2024

  I have been trying to reach out to the business the phone number they gave me was not working and their Manager *** i have the vm where he said that my house didn't qualify for the respray and he sent me a bill for another 500 when it was within the warranty time. I am just asking they finish the job they started. 

   

  Thanks!

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

  

  Business response

  11/13/2024

  Thanks for reaching back out.

   

  After reviewing the notes left by our team, it looks like you have our business number and our Regional Manager's personal number to get into contact with us. We would love to connect with you, but it seems we haven't been able to still. Please feel free to reach out to us and our regional manager if you would like to discuss anything further with us!

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I informed this business in writing that I wished to discontinue their services. They decided to disregard my request and insist that I contact them on the phone so that they could discuss options with me. I have no patience for this sort of behavior. When a customer wants to cancel a service, they want to cancel. They don't want to be made to jump through hoops or be told that they must engage in a phone conversation against their will, so that the business might have another chance to sell them something.

  Customer response

  09/06/2024

  The matter has been resolved. Please close it.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In purchasing an investment property, the appraiser wanted a general contractor to come out and inspect the property before he would sign the appraisal. The ** said we should have a pest control inspection done to check for termites, because there was evidence of a past infestation. The current renters had also told me that there was a past infestation that was treated. I decided that I would back out of the purchase if there were active termites or ********* ants. ********************************* employee ******************* came out and inspected the property. My realtor, *****************, was there and said that ***** did not go into the crawlspace, and only walked around the perimeter of the property. They together called me on the phone and ***** informed us both there were no termites or ********* ants. He said there was evidence of rodents and sugar ants and that he would send me over a quote to treat those. I proceeded with the purchase of the property based completely on trusting the professional report of ********** Control informing me there were no active termites. Within one month of purchase, I crawled barely two feet into the crawlspace and I could see the termite damage and a termite. ***** never recommended further inspection, but assured me there was no active infestation. Once I removed the bottom plank of siding on the house, termites literally started falling from the walls. I would lightly tap on the siding and termites were falling out. I contacted Point Pest Control and they came out and picked up the dead termite bodies and confirmed they were indeed termites, but that they were dampwood termites and I just needed to fix any leaking plumbing and they would die. They said there was nothing they could do. I pushed back and said the point wasn't HOW they got there, but that they were there, and Point Pest Control did not identify them, even though the infestation was huge and obvious. They reiterated that there was nothing they could do and left.

  

  Business response

  08/20/2024

  *****, thank you for reaching out to us again. 
  
  As we stated in our previous response (mailed and emailed), we are sorry to hear about your recent findings in your newly purchased home. We understand how alarming it can be to discover such an issue, and we appreciate you reaching out for clarification on our Free Inspection Services. 

  We take all of our inspections very seriously and we aim to provide the most thorough and accurate assessments possible based on the type of inspection requested or contracted. Our records indicate that our team conducted a Free Sales Inspection of the property on June 10, 2024. At that time, our sales inspector did not observe any active termites, but it was mentioned by our sales inspector that he didnt inspect the crawlspace due to what he believed to be a leaking pipe. For this reason, he sent you a quote on 6/10/24 for general pest control (no termite treatment or guarantee) with a specific focus on the pavement ants around the home. He also sent an additional quote for rodent exclusion work around your home. Neither the general pest control agreement nor the exclusion bid was ever signed and returned to us, no money was exchanged, and no services were conducted at your home, leaving the agreements void. 

  As Im sure youve discovered, Dampwood Termites can be challenging to detect and are usually connected to water leakage in a home. We have no inspections or service treatments that guarantee against Dampwood Termites for that reason. They are especially hard to detect if they are in hidden or inaccessible areas (such as behind siding).   
  Ultimately, our Sales Inspector gave you a Free Inspection done to the best of his ability given the environmental constraints at the time.  To our knowledge, we did not provide any paperwork stating that there were no active termites in the home and any verbal mention of this would have been based on the inspectable areas of your home at the time of inspection. 

  We understand it can be difficult to have unforeseen costs on real estate transactions and we are sorry that you are dealing with that situation. However, we only performed a Free Inspection on your home and in no way guaranteed there were no active termites. As such, we are in no way liable for the additional costs incurred through the process of renovating said home. We wish you the best in your repairs and reconstruction, 

  
  *************************;
  Regional Director Pointe Pest Control 

  Customer response

  08/20/2024

   
  Complaint: 22170636
  
  I am rejecting this response because: I made a purchase based on the professional inspection performed by Point Pest Control. What I requested was a termite inspection and it was not a sales visit as they stated. My realtor is my witness that we were told there were no termites and I could proceed with the purchase of the property. 
  
  Sincerely,
  
  ***************

  

  Business response

  08/21/2024

  *****,
  
  Thank you for reaching back out.  We are sorry to hear that you feel this way.
  
  However, we only performed a Free Inspection (no payment invoiced or received) on your home and in no way guaranteed there were no active termites on the entire structure. As such, we stand by our view that we are in no way liable for the additional costs incurred through the process of renovating said home.  

  Thanks,

  - *****

  Customer response

  08/21/2024

   
  Complaint: 22170636
  
  I am rejecting this response because:

  I did not request a sales visit. I requested specifically a termite inspection, and that is what you offered to give me. I trusted the professional inspection of your employee ******************* when he told me there were no termites, and I made a very important and expensive purchase based on that professional inspection. If you were not able to offer a thorough termite inspection, then you should have said that initially. Who am I supposed to trust if I cannot trust a supposedly professional company's inspection? 

  When ******************* and his supervisor came out to view the termite damage, ***** knew he messed up. His voice was wavering as he viewed the damage that he failed to identify through his own laziness. You said he said he did not go into the crawlspace due to a leaky pipe, but the closest pipe to the crawlspace opening was five feet inside. Had he put his head into the crawlspace he easily would have seen the termites and damage. His failure to do so had nothing to do with "safety" but purely to do with laziness. 

  The point is I trusted your company to give me a professional inspection, and your employee ******************* failed to do so due to laziness on his part. Because I trusted the professional inspection of your company I made a huge financial decision based on bad information. This has caused me additional unexpected financial burden directly due to your company. How can we resolve this?

  Sincerely,
  
  Amber Nova

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired Pointe Pest Control to help me with a bug infestation at my property. A technician serviced the house on July 31 2023 by spraying it with a product that, according to him, would take at most 1 to 2 weeks to take effect. Both that technician, as well as the representative I spoke to on the phone, told me that my service fee would cover not only the first visit, but also any necessary follow-up visits in case the product did not work the first time around. As it turns out, the problem was not resolved and I continued to experience the same infestation symptoms for the following 2.5 weeks, at which point I tried calling Pointe to schedule the follow-up: 1. I called several times, and could not reach customer support. My calls were instead routed to a "messaging service", and I never received a call back. 2. I wrote an email to *************************************** explaining the situation and requesting a follow up. That message was never answered.Given the completely unprofessional treatment, I no longer wish to have any business with this company. I would like to receive a complete refund of my service fee, on the basis of violations to the contract: (1) failure to resolve the issue they were hired to address in the first place, and (2) failure to honor the promise of follow-up visits if needed. My account number is ******.

  

  Business response

  08/28/2023

  Hello!

   

  Thank you for reaching out about this. I took a look into your account and it shows our ******** Service Supervisor, *****, reached out and left a message on the 23rd and also just left another message for you here a few minutes ago. Please feel free to reach out anytime by call or text at ************. We look forward to be hearing from you!

  Customer response

  09/04/2023

  On their latest response, their ******** Service Supervisor, ****************** that they reached out to me on August 23rd, which is not true. I never received any responses from them until after I engaged the BBB.

  In any case, after they received a complaint from the BBB, they did reach out and agreed to refund the service fee I initially paid. Assuming they follow through with that promise, I consider that an acceptable resolution.

  Thanks BBB for all the help.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business said they'd send check to reimburse me for ***************** which was $7796 but they only sent me the deposit amount of $2596. They owe me $6590.

  

  Business response

  06/20/2023

  Hi! 

  It looks like we have sent all the refund checks and everything should be good. Please let us know if you have any other concerns or questions. Thanks!

• Initial Complaint

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Have not received the reimbursement that the regional manager told me would be sent to me to pay my house painters and it's been over a month. Their negligence caused me to have to have my house painted and she told me that the company would pay for my house being painted.

  

  Business response

  06/08/2023

  Hi ******!

  I checked in with the customer service supervisor you spoke to about the the check. I believe it is on its way to you as of yesterday. Please feel free to reach out if you have any other concerns :)

   

  ******* | Pointe Pest Control

  Customer response

  06/08/2023

   
  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

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pointe Pest Control publishes that they will come out in between scheduled services to take care of pest issues, which we have had with ants; Issue1:Called to have an visit before the next quarterly scheduled visit which was over a month away. The person answering the phone wanted to move the regular scheduled visit early; I requested an in between visits as part of the warranty published, they were still trying to get me to reschedule the visit, they said they will call back, when they did they scheduled something for the following Monday, Issue2:When the person came to do the spraying, it was the same story, what I got was a sparse spraying even in the front of the house, in front of my face, the spraying was dry or not existence when he finished. He indicated they do spot during between and will do fully in the scheduled time. I was in a meeting and could not follow him, I took his word. When I went around the house to review the spraying, it seems it covered about 5% of what should be sprayed. He indicated that he sprayed around the windows, and at the base of the foundation up to feet. What I saw and I took pictures minutes after he left, less over an 1 inch on east side of the house, less than an inch west/front, on the porch it was about 5 inches here and there , nothing on the north side, and nothing on the west side. i have never had an issue before, they were polite and even walked with me to review the work, this representative was in a hurry or was told to just spot spray, to say they came out in between scheduled visits., very unsatisfied.The company does not warranty is spraying, or is refusing to do a semi-complete warranty service.

  

  Business response

  05/08/2023

  Good Morning!

  I had my lead **************** Representative reach out to you to discuss this. She was not able to get in touch with you and was unable to leave a voicemail (voicemail was full) but she did send a follow-up email as well asking you to reach out so we may talk about your situation. We look forward to be hearing from you soon!

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the summer of 2022, a Pointe Pest Control representative came and sold ** on their product. We set up monthly service with the guarantee that if we weren't satisfied with their service, or if we did not see a noticeable difference in results, that we could cancel anytime. In October, I spoke to a representative on the phone about our less than satisfactory service, and that I no longer wished to have services performed, to which she scoffed and laughed at me, then said she would cancel the account, and hung up the phone. Come to find out, she just continued their crappy customer service, didn't cancel the account, came out to perform another service on November 29th when we were at work, and left a bill for the service performed that was NOT AUTHORIZED. Now the company is threatening collections, when their policy is money back guarantee, and they performed an additional service that they shouldn't have. I feel as they did this as a trap, to try and get extra money out of us before cancelling because their service doesn't work.

  

  Business response

  03/20/2023

  Hi there! Thank you for reaching out about this. I took a look into your account, I did not see any of our **************** Reps in your account in October or any other notes that you called to cancel services. For the ***************** we did send out an appointment reminder via text, email and Voice call.
  
  We can close your account after that balance of $109 for the ******** services have been paid. I can take $30 off that total to help with the confusion, taking it to $79. We can also do a payment plan if that would be a better fit for you. If that invoice does get to 120 days, it will be sent to collections. We look forward to be hearing from you soon. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pointe Pest Control inaccurately sold an account in collection with my name on it. Since then this transaction has shown up on my credit report as an active collection account. I have spoke with both the company and the collections agency. The Pointe Pest Control said they don't know why name name was on the account other than the person who owns the account may have named me to be on it. The collection agency said since the company named me as one of the owners I am responsible to pay the debt. I called the company and they said even though it was not my account or responsibility there was nothing that they could do since the account had already been bought and sold to collections. I have/had no contractual obligation to pay Pointe Pest Control or the credit agency. Once Pointe Pest Control sold this to the collections agency it made this a violation of the Fair Credit Reporting Act. I want my name and the debt claimed against me removed from the account in collection and the hit on my credit report removed.

  

  Business response

  02/08/2023

  Hi!

   

  We took a look into your account and also talked to the collections agency regarding your situation. This is the response we got back from the collections agency:

  "the account is listed in Damions name and she as spouse(home owner).
  She does own the property and did receive benefits from the service received
  from Pointe Pest, per our attorney review. She also lives there.
  That is why she is contacting you-she probably has been served with the paperwork
  and probably should be referred over to our office for resolution. I hope that explains
  why she is on the suit-she is the homeowner/lives there and benefited from services rendered."

   

  If you have any other questions, we recommend reaching out to the collections agency.

  Customer response

  02/09/2023

   
  Complaint: 18811368
  
  I am rejecting this response because:

  I have been wrongfully attached to this Pest Point Control account. I am not married to ****** and I did not ask for, nor did i sign any paperwork saying that I was hiring this company. A contractor cannot show up at my house and do work and then expect payment from me, if I did not hire them. If they say my roommate hired them, then they can go after him for money owed. There is no agreement from me implicit or implied stating that I would pay them for any services rendered. It is a shock to me that my name was attached to this account when I was never sent a **** with my name on it asking for payment of implied service. 

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

*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. ↩