Reviews

I had a gentleman named Blake cold knock my door and sell me the world. He even said if anything is wrong text him personally. So when the services did not live up to the proposed service I texted him. He ignored me the first time. The second time he told me not to text or call him… call the office. So now that I’m moving for work they are trying to charge me for extra service that I don’t need and will not cancel the service. I messaged in to tell them I am moving and Amanda took my call first, she was polite at first, she looked to see if where we are moving is in their service area. The new location is not. She would not cancel my service even though it’s not in their service area. I told her I don’t know when we will move and our mail will be forwarded for a few weeks. She then says I only have 30 days or the fee stands. I At this point was a little aggravated and said I am not paying the extra fee especially when your services are not good at all. She proceeded to hang up on me. I do not recommend this company at all.

Dear [Customer Name], Thank you for reaching out to us through the Better Business Bureau. We appreciate the opportunity to address your concerns. On January 6, 2025, you contacted our Account Care team to request cancellation of your services due to moving. Your account was established on June 11, 2024, under a one-year agreement. As explained by our representatives, accounts canceled before the fulfillment of the agreement term are subject to a cancellation fee of $150 plus applicable taxes. However, because you informed us that you were moving out of our service area, we also offered you the option to waive the cancellation fee if you provided Proof of Move. To clarify, Proof of Move can be any document showing your name and your new address (such as a utility bill, lease agreement, or piece of mail). This documentation helps us ensure the waiver is applied appropriately. Our representative explained that you had 30 days to provide this proof and that during this time, your account would remain on hold with no additional charges or service activity scheduled. Despite our attempts to assist by offering the email to which you could send your Proof of Move, you indicated you would not provide this information. As a result, your account was closed that day, and the cancellation fee was applied according to the terms of your agreement. We want to emphasize that we are still willing to waive the cancellation fee if you provide the Proof of Move within the 30-day period. Please don’t hesitate to contact us at 615-434-5774, and our team will assist you with the next steps. Thank you for your understanding, and please let us know if there is anything further we can assist you with.

THIS COMPANY URBAN EX THIS COMPANY TOOK MY MONEY OUT OF MY CARD WITH OUT MY PERMISSION!.AFTER THE SERVICE WAS CANCELLED. I HAVE HAD SEVERAL CALLS FROM DIFFERENT REPS AND I TOLD THEM I'M NOT PAYING FOR THE SERVICE. I DID NOT GIVE THEM PERMISSION TO TAKE THE MONEY OUT OF THAT INITIAL CARD. IF A CUSTOMER HAS TOLD YOUR REPS THEY ARE NOT PAYING FOR THE SERVICES.. THAT MEANS THEY ARE NOT GIVING YOU PERMISSION TO RUN THEY CARD. YOUR COMPANY URBANEX HAS THE RIGHT TO TAKE THE ACCOUTN TO COLLECTIONS..OUT OF NOWHERE TODAY I SPOKE WITH A REP AND DID NOT TELL HIM HE CAN RUN THE PAYMENT ON MY CARD OR GAVE HIM PERMISSION. SO YOU TAKE MONEY OUR OF PEOPLES CARD WITHOUT THEIR CONSENT AFTER THEY HAVEN'T GIVEN PERMISSION SINCE THE SERVICE IS CANCELLED? IF A CUSTOMER DOESNT PAY YOU CAN SEND THE ACCOUNT TO COLLECTIONS. THE INITIAL SALES PERSON MISLED ME WHEN HE CAME IN TO MY FRONT DOOR ABOUT HOW IT WORKS. UNDER FEDERAL LAW: YOUR COMPANY DOES NOT HAVE THE RIGHT TO TAKE MONEY FROM PEOPLES ACCOUNT INITIALLY AFTER SEVERAL ATTEMPS A CUSTOMER OUT OF THEIR OWN MOUTH SAYS THEY ARE NOT PAYING FOR THE SERVICE.

We apologize for any frustration this has caused. We strive to ensure all cancellations are processed smoothly and efficiently. On August 10, 2024, the customer enrolled in Urbanex's bi-monthly Pest and Rodent services through one of our door-to-door representatives. The customer signed the service agreement and initialed the billing section, indicating their consent to be charged for services rendered. The agreement states: “I authorize Urbanex, together with its affiliates, designees, and other service providers, to electronically debit or charge my payment method for the applicable amount as services are provided. I agree that no prior notification may be provided. I understand that this preauthorized electronic transfer is to remain in effect until I contact Urbanex and remove my authorization.” As the account is now 60 days past due, and the customers card was still enrolled in our auto-pay program, we processed a charge for the outstanding amount related to the services provided in August. The customer has since contacted our office twice, during which we explained the reason for this charge. I have also emailed a copy of the signed agreement to the customer.