Complaints

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We called Knockout to assist with a pest problem. Spoke with someone on the phone and he determined that we needed concrete and soil termite stations along the length of our home and garage. During this call, they offered a discount off the total price of the job. The first guy came to install the soil stations - I asked if i was possible to only pay for the soil stations at this time (work being done) but he said that the whole **** had to be paid at that time. 1 month later - the man came to install the cement stations and is confused regarding where they should be placed and asking us if we knew where they should go. We weren't the termite experts and said this is what the expert on the phone told us we needed and what we paid for. The guy gets on the phone with the main office and after a few conversations said we were incorrectly quoted and charged for concrete stations in our contract. I told him since it's written in our contract and we paid for this and don't need it, obviously we're expecting money back. He expressed that indeed we would be entitled to a refund of $100, he spoke with someone in the main office, gave me her name/number and asked that I call the following Monday to confirm. When i called, the guy who gave us the original quote said we weren't entitled to a refund because the concrete stations were given as a discount and you never said that during our initial call, you said the discount was for the whole job. I explained to him the right thing to do would be to go back to the base price, deduct the concrete stations, deduct the discount that he provided us and based on that, issue a refund. He spoke with his manager and issued a $50 credit (no explanation of how that made sense) to which i said i deserve more than that + tax paid and a refund, not a credit. he refused and said a $50 credit is fair. I believe i'm due back more as a refund since this was their mistake.

  Business response

  02/26/2022

  Tell us why here...On October 5, 2021 ******************** signed a contract with Knockout for termite control service using the Sentricon termite baiting system. The sale and purchase was made over the phone without the benefit of an on site inspection. During the on phone sales process our representative discussed the possible use of using a cement drill to install two stations in the cement if needed. Our contract that was signed by the homeowner and is attached for review in paragraph 5 states that the use of cement stations would cost $25.00 plus tax for each station.
  The total agreed price was $1300.00 plus $115.38 tax for a total cost of $1415.38
  In order to induce the sale our representative to include the two stations by discounting the cost and including the two stations at no additional cost.
  It turned out our technician concluded we did not need to use the two stations. We told the homeowner that we would refund the cost of two stations at a cost of $50.00 plus tax as described in our contract.
  We sent the client a check in the amount of $54.44. That check has not been cashed.
  In order to resolve this issue, we would be pleased to issue a replacement check.

  
  *********************,
  President.

  Customer response

  03/03/2022

  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 and the matter has been resolved.  I would appreciate if the check was sent to the address listed in the contract as it seems their technicians made it to my home just fine but the check they claimed was issues did not.  
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

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