Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm being bullied into a contract I never signed for by "Urbanex Pest Control". They keeping adding for services contracts that I never agreed to & have called to talk with them but say I did agree to a contract. I never signed anything physically or online & are trying to charge me a $300 cancelation fee. I originally only agreed to a free month try & then a 1-month service but again they claim I agreed to a year then after I let them bully me, they just added another year without even contacting me. I had already said in a call to the office that I will not & do not want to continue & yet they did attach another year. The service also says there would be no cancelation penalty. I have been scammed by them need help please.

  

  Business response

  12/06/2024

  We take all customer concerns seriously and appreciate the opportunity to clarify the details of this situation.
  
  The customer entered into a one-year agreement at a rate of $120 per service, with treatments scheduled bi-monthly. For reference, we have included the signed agreement on file. Upon completion of the one-year term, services continue at the same frequency until canceled by the customer. In accordance with our policy, we require a 30-day notice for cancellation after the agreement term has ended.
  
  As outlined in the agreement, cancellation requires a verbal discussion with an ************ Manager to ensure all necessary steps are completed. If the customer wishes to discontinue ********************, they must contact an ************ Manager directly. Since the agreement has been fulfilled and more than 30 days remain before the next scheduled service, there would be no cancellation fee.
  
  If the customer believes the signature on file is not theirs, we would be happy to review the situation further if documentation can be provided to support this claim.

  Customer response

  12/06/2024

  Yes, I have already attempted these steps & they keep trying to charge me a cancellation fee & have already forced another year schedule on me. Also, when I sighted, I had stated that I was told it would only be a month trial. Ive seen several people have the same issue with this company. My service should have ended in September.

  Customer response

  12/10/2024

  Yes, I have already attempted these steps & they keep trying to charge me a cancellation fee & have already forced another year schedule on me. Also, when I sighted, I had stated that I was told it would only be a month trial. Ive seen several people have the same issue with this company. My service should have ended in September.

  

  Business response

  12/30/2024

  Dear Mr. ***************** you for bringing your concerns to our attention through the Better Business Bureau. We value your feedback and the opportunity to address your concerns.
  After reviewing your account, we would like to provide some clarification:
  Agreement Terms: You signed an initial one-year agreement with Urbanex Pest Control on June 8, 2023. This agreement did not include an automatic renewal clause, meaning that after the first year, services transitioned to a service-to-service basis.
  Cancellation Policy: As part of our service terms, we require a 30-day notice before your next scheduled appointment if you wish to cancel services.
  Account Status: Your account was cancelled on December 10, 2024, due to unsuccessful attempts by one of our ************ Managers to contact you. Because your initial agreement period had already ended, your account was cancelled without any cancellation fees. Additionally, your account currently shows a zero balance.
  At Urbanex, we strive to maintain transparency and provide high-quality service to all our customers. We apologize if there was any miscommunication or misunderstanding regarding your service agreement or cancellation process.
  If you have any additional questions or need further clarification, please dont hesitate to reach out to us directly at ************. We appreciate your business and the opportunity to resolve this matter to your satisfaction.

  Customer response

  12/30/2024

  I wish to add that they indeed show they continued service past the agreement when I had requested to stop. It shows the contract states that it started June of 2023 & so should have ended June of 2024 but they did not close it until December 10th after which I reached out to BBB about their actions. I still was forced to pay for services I did not want & should not have gotten 5 months after the contract date. However I am satisfied to be done with that business & want no further contact with them.
  

  I have added the last payment I had to send from a service & the date shows it was November 2024, 4 months when I should not of had service to be charged for. 

  Customer response

  01/06/2025

  I wish to add that they indeed show they continued service past the agreement when I had requested to stop. It shows the contract states that it started June of 2023 & so should have ended June of 2024 but they did not close it until December 10th after which I reached out to BBB about their actions. I still was forced to pay for services I did not want & should not have gotten 5 months after the contract date. However I am satisfied to be done with that business & want no further contact with them.
  

  I have added the last payment I had to send from a service & the date shows it was November 2024, 4 months when I should not of had service to be charged for. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 19th 2024 we had one sales representative come to our door late at night. My husband and I tried multiple times to turn this guy away as we literally just signed up for pest control with their competitors and told the representative this. The sales representative told us that he would match the price of his competitors monthly and that he would give us a free mosquito treatment and that they would buy out our contract with essential. With the buy out and free treatment we thought this was a good deal and decided we would give them a try. The next week I called the pest control Essential to get the balance of the early termination fee to let Urbanex know and was told it would be $325.00. I then called urbanex to go through the steps on how to pay that off and be customers with them and instead got transferred to an account manager who proceeded to tell me they do not buy out contacts and that they only give $150.00 tops in credits. I asked if I could speak with a manager about this because this was not what the sales representative was telling people and we didn't even want to sign up but the promises that the sales representative was giving was too good and then to be told it's not being honored... I would just like to cancel this and because we were lied to please not be charged the early fee as this was not our fault but the sales representative. I told the account manager I would be in a meeting but would call him back if I missed him. He calls during my meeting on August 8th and then I couldn't get a hold of him again until August 20th.. when **** could absolutely careless about what his technicians are telling people and even made a lie up saying that the sales manager was with him and saw us agree to $200.00 credit. There was one guy at the door and he wasn't a manager. Now we are being harassed by this company for $200 early termination fee even though they didn't honor anything they said they would at sign up.

  

  Business response

  10/09/2024

  As stated in the previous complaint response from 08/21/2024, we strive to ensure all cancellations are processed smoothly and efficiently. Upon reviewing the account history, I would like to summarize the key details regarding the customer's subscription. The customer enrolled in a Pest and Rodent subscription through a door-to-door sales representative on June 19th, 2024. Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. On August 20th, 2024, the customer contacted us to cancel the subscription. We explained the cancelation process and the customer then began using profanity towards our account manager and stating that she never agreed to a $200 cancelation fee. We then explained that the cancelation fee is the amount that was discounted off of the initial service price. The price before the discount was $300, we gave her $200 off and only charged $100. We also covered $200 from her previous company's cancelation fee and added it as a credit on her account with us which paid for the initial service and most of her first bi-monthly treatment, leaving $10 for the customer to pay. Customer called the account manager a liar, said to cancel the account, and hung up. It is important to note that the agreement that was signed includes the payment and service schedule and clearly states in bold print that the subscription is for an initial period of 12 months above the signature line. Our cancelation policy is also included under number 8 in the terms and conditions of the agreement. We have also taken the liberty of sending another copy of the agreement to the customer for review via email.

  

  Business response

  10/09/2024

  This is the second complaint we have received from this customer. If additional information is required, please let us know. 

  Customer response

  10/09/2024

   
  Complaint: 22389437
  
  I am rejecting this response because:
  

  They are lying with everything they say. The reason I called back in June wasn't to cancel. In fact, it was to proceed with the deal the sales *** offered my husband and I.  

  I was calling to see how Urbanex took care of our current pest control company as the sales ***resentative promised our current pest control fees would be taken care of if we went with them after we explained to him we literally just signed up with his competitors last week. 

   

  When I called the first time it was when we got the current pest controls cancellation fee of $325.00. I called them to figure out how it worked since we were told this would be taken care of from the sales ***resentative and the main reason we signed up. 

   

  The sales manager told us that they usually don't take care of any cancellation fees unless it's credit and never more then $150. I told the sales manager that this was NOT what was explained to us. That the door to door salesman told us that they would give us a free treatment that evening, that monthly would be $55.00 and that the cancellation fee from our current provider would be taken care of if we went with them which was a big deal since we literally just signed up with our other pest control. I said if they were not going to honor what the sales ***resentative told us then I needed to cancel because we were obviously lied to just to sign up... He said he didn't have authority to do but would have **** his " higher up" manager talk to me. I told him I had an important meeting that day at 4pm but I would call him back if he called during that time. **** called me that day at 4pm and when I tried to return his call he never called me back . I didn't hear anything so I called and got the sales manager again who told me **** would call me and never did. He said there was a note on my account about agreeing to a $200.00 promotion and I had no idea what he was talking about because nothing was talked about. I then called in August and got the sales manager again and told him I needed to speak with his manager today because I couldnt get ahold of him and I wanted this taken care of. When I finally wouldn't hang up the phone ****, the manager of all managers, basically could careless about what we were told from the sales ***resentative/door to door salesman and even lied and said there was a manager present at the time of the sale... Which isn't true as I have a ring app and have this interaction recorded with just one guy present.  He said he was going to do absolutely nothing and on top of it add on the $200.00 fee to cancel... And that's when I got upset and said I hope he has a " fing horrible day" because what kind of so called highest manager has a company that plays dirty and stands behind their sale ***resentative that are telling people the wrong information just to get a sale ... And at least not charge them for not honoring what was told to them. I never called to cancel until what what told to us wasn't honored. This pest control people are known in our entire neighborhood for being awful and not knowing what they are doing... It's a blessing I guess to not be customers of theirs anymore... However. I do not feel like it's right to be charged a cancellation fee when what this company said wasn't honored which is why we had to cancel in the first place. .  They can say I used " profanity ' and I should have said" I hope he has the day he deserves" but I couldn't believe that a manager I wanted to talk to for two months was defending the lies and just as dishonest as the sales ***resentative and blaming the customers for it.  Why would we look for another pest company a week after sign up without the promise of them taking care of the competitors early termination fee ? We told this company we weren't interested over and over and over again.... It was late at night and didn't want them to do business with until they said they would take care of everything...  

  This company needs to stand by what their sales ***resentatives are telling customers and if they aren't then something needs to be done about them. 

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

  

  Business response

  10/25/2024

  We take all customer concerns seriously and would like to clarify the details regarding this situation. The customer signed a one-year agreement at a rate of $110 per service, scheduled bi-monthly. To facilitate the cost of our services, we have structured the payments at $55 per month.
  We also offer a credit to the account for customers who transition to our ********************. Please note that any cancellation fee from the previous pest control company exceeding $150 requires approval from higher management. We apologize for any miscommunication regarding the credit from the previous provider.
  Our door-to-door representative secured an additional $50 approval, resulting in a total credit of $200 applied to the account. We would be happy to review any relevant camera footage provided by the customer and consider issuing additional credit after the review.
  The manager overseeing our account care team communicated to the customer that our door-to-door representative had received approval from the sales manager to cover $200 of the cancellation fee with the previous pest control company. It is important to clarify that the account care team manager was not suggesting that more than one person was present during the door-to-door sales interaction. Unfortunately, we must adhere to the signed agreement, which includes a cancellation fee for discontinuing services early. At the time of the sale, the representative did not have sufficient information to approve a $325 credit, as the customer was unaware of the exact cancellation fee.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June a door-to-door ******** came and offered me pest control services. He lied about the price, the frequency of service, and the ability to cancel. I asked him point blank if I could cancel and he said there was no contract and I wouldn't be locked in, so I could cancel any time. Well as soon as I realized they were coming on a different schedule and the cost would be different, I started trying to cancel. I work at the same time as their business hours so it was hard to get on a call with them. I communicated in writing that the technician who came for the next service should NOT service my house. He did so anyway. In an attempt to just have it all done with, I just paid the whole balance even though I didn't authorize the second service. I called to cancel and the man refused to let me speak to someone else, told me I "should have read the contract" and told me I was locked in for a year and would have to pay $150 to cancel. He had zero empathy for the fact that his salesmen are out here lying, and said "they should've told you that" when I told him they did not. It was a very frustrating call because he was not at all helpful. I told him to bill me the $150, because this is absolutely absurd. They're deceptive and offer no recourse.

  

  Business response

  10/07/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. The customer signed up for ******************** on June 8, 2024, with the initial service completed on the same day. We returned on July 22, 2024, for their first bi-monthly service, and conducted another treatment on September 18, 2024, in accordance with our agreement. Our office attempted to contact the customer regarding their overdue balance but did not receive a response. The first communication from the customer occurred on September 25, 2024, via text message, in which they requested to cancel their account. We made further attempts to reach out by phone and text but again received no response. On October 5, 2024, the customer paid the outstanding balance of $275 and subsequently texted us demanding immediate cancellation of their account. On October 7, 2024, they called our office and spoke with an account manager on a recorded line, who offered to adjust the service frequency from bi-monthly to quarterly to reduce costs, but the customer declined this option, opting instead to proceed with the cancellation fee. We proceeded to close the account and sent an invoice via email as requested during the call on October 7, 2024. The current balance on the account is $150 for the early termination fee, as stipulated in the agreement, which has been sent to the customer for their convenience. Regarding the "Repair Issues" noted by the customer in this complaint, we have found no record of any issues documented in the account or any communication from the customer indicating a need for repair.
  
  

  Customer response

  10/07/2024

   
  Complaint: 22389379
  
  I am rejecting this response because:

  The company states that Our door-to-door representatives are thoroughly trained to conduct their interactions with honesty and professionalism. Those are empty words when so many customers have reported the opposite, and absolutely no support provided when that isnt the case. I have no idea what repair issues theyre talking about unless I accidentally clicked a wrong button. My issue is with the lack of customer service and support. The cancellation fee should be waived.

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

  

  Business response

  10/25/2024

  We take all customer concerns seriously and would like to clarify the details of this situation. The customer entered into a one-year agreement for our services at a rate of $130 per service, scheduled bi-monthly. Our records indicate that no other pricing was discussed or agreed upon.
  Additionally, we have no records of any requests from the customer to cancel any appointments. If the customer can provide written communication indicating a request for service cancellation, we will gladly issue a refund for that service.
  During the conversation on October 7, 2024, our account care representative offered multiple resolutions and informed the customer that they were the appropriate point of contact for account cancellation. At no point did the representative refuse the customer the option to speak with someone else.
  Regrettably, we must adhere to the terms of the signed agreement, which includes a cancellation fee for early termination of services. However, we value our customers and strive to provide solutions that meet their needs. We would be pleased to waive the cancellation fee if the customer is willing to allow us the opportunity to rectify this situation.
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/8/24 a salesman came to our home to get us to purchase a service agreement with Urbanex Pest Control. When discussing the price we were told by the salesman that we could pay $60/month or pay $120 every other month. My husband point blank asked if it was for a monthly service and we were told yes we would have service every month. I chose to pay every other month. We had our first service on 5/9/24. On 6/11/24 we had our second treatment. We did not have any service in July and on 8/1/24 we had a treatment. I logged into my customer portal on 9/21/24 to see if I could message regarding my account as we had not had any service for the month of September. This is when I looked at what was documented for the visit on 5/9/24. The tech documented that he performed service inside our home. He went into great detail on what he did. I am not sure how he was able to do this as no one was home to allow him entry. This was total fabrication on the techs part. Today I was told that our contract is for service every other month and not monthly as we were told. I decided to cancel my contract as we have been lied to twice by this company and we do not have confidence in them to do what they promise. No one returned any of my calls earlier today or replied to my emails but they were quick to debit their $200 for my cancellation penalty once I was fortunate enough to speak to someone. The salesman completely misrepresented what we were agreeing to.

  

  Business response

  10/02/2024

  We apologize for any frustration this has caused. We strive to ensure that all cancellations are handled smoothly and efficiently. Upon reviewing the account history, I would like to provide a summary of the relevant details. The customer subscribed to our Pest and ************** through a door-to-door sales representative on May 8, 2024. Our representatives are thoroughly trained to conduct their interactions with integrity and professionalism. We offer same day services when applicable, which does raise the price compared to our competitors. We understand this is where the miscommunication happened. To help with the cost it is at our customers discretion to choose monthly payments and we offer complimentary re-services between regular paid services. I have reviewed the May 9, 2024 appointment and have concluded the products used were not sufficient enough to complete the service. We are refunding the $200 cancellation fee back to the customer.

  Customer response

  10/02/2024

   
  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

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Salesman came to my house told me they could control the mosquitoes spiders and pests from coming in the house they would clean all the ***** all the way around my house and would come and Retreat as necessary I have left several messages with them about spiders being at my back door and mosquitoes eating me up and no one has tried to call or email. This is a breach of contract and as such would like a refund of ****** and the contract be terminated

  

  Business response

  08/28/2024

  We apologize for any frustration this has caused. We strive to ensure all complaints are processed smoothly and efficiently. Upon reviewing the account history, I would like to summarize the key details regarding the customer's subscription. The customer subscribed to a General Pest ********************** service through a door-to-door sales representative on June 27, 2024. Our representatives are extensively trained to conduct their interactions with integrity and professionalism. On August 9, 2024, the customer left a voicemail requesting to cancel their subscription. This is the first communication we have received from the customer to date. Despite our efforts to return the call, we have not yet received a response. Please note that the current subscription does not include mosquito control, as this requires a separate subscription. However, we offer complimentary reservices for issues such as spider infestations. We are eager to address any concerns the customer may have and resolve this matter. If the customer wishes to proceed with the cancellation, they should contact our office at ************ to speak with their account care manager.

  Customer response

  08/29/2024

  The salesman did tell me I would have mosquito control I would have never signed up for just spider as I already had that it just really hurts my feeling that a company owned by veterans will treat a 27-year ************ veteran this way trying to to collect money that they didn't earn

  

  Business response

  09/06/2024

  As previously communicated, mosquito control services are not included in the customer's current subscription plan. We apologize for any confusion this may have caused. To avoid any other misunderstandings, we recommend reviewing the agreement thoroughly which has been re-sent to the customer and uploaded to this complaint for convenience. All covered pests are listed above the payment and service schedule. Should the customer wish to explore alternative solutions to cancellation, our ************ team is available to discuss additional options and provide assistance. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The tools that Urbanex use to knock down spider webs in high difficult areas caused damaged to the soffit. I provided documentation to one of the field supervisors and I have not heard anything back. See the attached documents of the tool used by the company. Please provide or assist me with any information to help resolve this issue swiftly.

  

  Business response

  08/09/2024

  Upon further review, a manager was able to go to the customers home and inspect the issue with the soffit on 8/3/2024. Upon arrival and inspection, the manager noticed that the tract was not properly installed and the issue was not caused by the technician. The manager was still able to fix the problem for the customer and the customer was happy with the results on 8/3/2024. Based on our communication records, we believe the issue to be resolved without any financial compensation since it was not caused by the service technician.

  Customer response

  08/19/2024

  Urbanex came out and fixed the soffit tract. Thank you! I was trying to cancel this complaint, due to the manager reaching out to me. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to Urbanex in February 2024 to tell them I was moving and no longer required their services as my contract expired. The girl on the phone said just hold off, I said whatever. In May I received a text that I had a service delay due to a holiday. I called and told them I never authorized a service. She tried to bully me into accepting 1/2 fees, etc and said it was her fault in February for not advising me that I had 30 days to cancel my contract. I had canceled at the end of my plan which was one year. I asked for proof that I received notification in writing that I was being serviced in May, to date, have received no response except for various harassing text messages and phone calls (which I opted out of) as well as an email that I have a balance. I would like Urbanex to leave me alone as I owe them nothing. I asked for my contract to be terminated as required. Their pushy sales people are not my problem.

  

  Business response

  08/09/2024

  Upon further review of the account, the cancellation fee was applied to the account as outlined in the customer agreement. We have removed the cancellation fee balance from the account as of 8/6/2024 since the customer did complete their agreement with us prior to 5/24/2024. We were unable to contact the former customer directly about the changes to the account balance due to opting out of all communication preferences since canceling in May 2024. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people came around door to door. I used and paid them twice. I want to cancel the service. They want to charge a cancellation fee or hold me hostage for another 2 services. This is a simple business transaction wherein the client wants to stop services. They act as if it is some sort of subscription service with a 179 cancellation fee. Atrocious.

  

  Business response

  07/15/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. On April 12, 2024, this customer enrolled in our Bi-monthly Pest and Rodent Control subscription and received the initial service on the same day. We returned on June 6, 2024, as per the agreement, and performed the scheduled service. On July 1, 2024, the customer contacted our office to cancel the subscription due to cost concerns. We informed the customer about our money-back guarantee in case of dissatisfaction with the service, but the customer declined and demanded to cancel the subscription, and stated he would allow the balance to go to collections. We advised the customer of the cancellation fee of $171 and proposed alternative options, such as switching to a quarterly treatment plan to reduce costs and avoid the cancellation fee. The customer declined these options and insisted on cancellation. Again, on July 1st, 2024, the customer insisted on proceeding with the cancellation, and we sent a confirmation email to the customer, and applied the cancellation fee invoice to the account. Based on our review of this account, we are disappointed the customer chose to cancel, and remain within our terms to charge the cancellation fee since the customer preferred to cancel their ********************. As always, we are more than happy to work with this customer regarding payment plan options if they prefer to reinstate their account and continue ********************. 

  Customer response

  07/15/2024

   
  Complaint: 21925266
  
  I am rejecting this response because: They provided a discount on the initial service...this is a marketing cost. Their "cancellation fee" is basically repaying the cost of the discount.I PAID all bills given to me by the business. They are extremely high in their cost, Over $300 for an initial service? INSANITY This is a scam going door to door and locking people in on these garbage contracts. I will not pay a cancellation fee. I am prepared to be very loud and vocal about my experience with this scam company and their horrible business practices.
  
  Sincerely,
  
  *******************

  

  Business response

  07/19/2024

  We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. Our initial service fee of $300 covers the cost of the products as well as compensates our technicians for their services. Our door-to-door sales representatives are fully licensed to operate in each neighborhood and receive comprehensive training to ensure professionalism in every interaction. Regarding the signed agreement, it includes a section on cancellation. We are very serious about the agreement that we make with the customer, they agreed to ******************** for the year, and we agreed to taking care of their home by providing premium services at a discounted rate. Since the customer chose to cancel ******************** and declined the offered solutions, we must adhere to the agreed upon cancellation fee. If the customer were to prefer one of the solutions previously offered, they are more than welcome to reinstate their account and we would happily remove the cancellation fee at that time. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company practices predatory door to door sales efforts in neighborhoods that have clearly marked signs that say No Solicitation. Today they rang our doorbell at 8:30pm multiple times until I was forced to answer. I have told them every time to remove us from their contact list and not to visit our house again, yet they still come back unsolicited.

  

  Business response

  05/30/2024

  At this time Urbanex does utilize door to door sales teams like several other companies. However, we do go to great lengths to train our sales team to be respectful at all times. We also understand that not all of our customers, or potential customers work a typical 9-5 to speak to our sales team during business hours. Although it *** appear late to some individuals, we only stay out past dark if people in the area are signing up and being serviced after dark, then we will continue to talk to other people living in the area/ neighborhood. We always recommend contacting your local county clerk to be added to the county no soliciting list, this will prevent us from returning, as well as any other companies that *** utilize door to door sales.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They started treatment for an insect infestation, one of three. They never came back despite repeated telephone calls and messages. Requests to speak with management were agreed to but no one ever called back. Urbanex operators would ask if they could call back after they had researched to situation, but they never did. Urbanex wanted to charge us again for service and to disregard their contract. Will they also throw away our termite protection? Urbanex will not discuss the matter. They took a heavy fee to start the termite protection; I do not want to have to pay that again to some other company.

  Customer response

  06/06/2024

  I have not heard from Urbanex. I am NOT satisfied. Your software does not allow me to enter a response.

  

  Business response

  06/07/2024

  We are very sorry for the frustration that any pest activity can cause, and have worked diligently to provide all available solutions that are within our scope of services, and included in the customers treatment plan. This customer is signed up for two subscriptions with us, Sentricon and General Pest. The Sentricon subscription is a termite prevention system, that protects customers from the risk of termite damage to their home. The General Pest services covers a vast variety of common household pests. The ******************** even covers pests often require specialized treatments, like poisonous spiders, in our guarantee and complimentary same day next day reservices policy, unlike most other pest control companies. This customer did communicate a need for a complimentary flea reservice on 4/30/2024 for pests inside the home. The complimentary flea reservice was completed on 5/1/2024, during which the technician cleared documented and communicated with the customer that they had bed bugs inside the home, and not fleas. While fleas are covered under the customers subscription, bed bugs are not. Due to the nature of bed bugs and how quickly an infestation can escalate, they are only covered under our bed bug subscription. The customer was contacted and informed that we can treat the issue for them, but would require they sign a bed bug treatment agreement, perform the necessary pre-service prep work for best results, and cost an additional service fee. The customer contacted customer service and explained their frustration with not getting rid of their bug problem on 5/3/2024, at which point the customer was escalated to the branch manager for a more detailed explanation of why the reservice for fleas on 5/1/2024 did not solve their bed bug issues and did opt to move forward with a complimentary bed bug inspection, scheduled on a qualified technician on 5/08/2024 to confirm the customer did have bed bugs, and explain the treatment plan for bed bugs before signing the agreement. On 5/8/2024 the qualified technician also confirmed the customer had issues with bed bugs not fleas and therefore would need a treatment plan for bed bugs, not flea reservices. Since the customer chose not to sign the bed bug agreement, the treatment could not be performed and the customer continues to have issues with bed bugs in their home. Since then, the customer has requested additional flea ********************** that were not performed, due to the customer not having fleas. The branch manager has scheduled calls with the customer on multiple dates since 5/8/2024, each time the customer either doesn't answer, or tells the branch manager to call back at a later time and abruptly hangs up. On 6/6/2024 the branch manager called the customer three times, and was finally able to connect with them to again explain what solutions we are able to offer the custom. The customer has been scheduled for another complimentary reservice on 6/13/2024 per their request, to again confirm that they do not have fleas inside their home. If we do find evidence of fleas in the home during the upcoming appointment, we will be more than happy to perform the service for the customer at that time. 

  Customer response

  06/07/2024

   
  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,
  
  *****************************

*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. ↩