Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 17th 2024 Romney Pest Control proclaimed to have come out to my home and provided pest control services. I nor my spouse was at home to confirm this. Prior to this service that was supposedly completed a verbal and text confirmation was done to make sure I was home because we also get the inside of our home and the attic and two garages sprayed as well. Shortly after July 17th Romney Pest Control decided that they would charge my debit card that is on my registered online account the amount for the services they claim they provided. I did not authorized them to make charges against my card at no time; I never signed up for automatic deductions from my debit card I have always paid them myself. I no longer have a contract with them however I use their services quarterly. I called Romney and attempted to resolve the issue; the lady totally blew off my complaint about the charges and offered to send someone out to finish the job and make a notation to call first. I agreed at first, but then I canceled the appt. because I was still upset about them charging my card without my permission. That n my book is theft and I couldn't get past that. They never apologized so I contacted my bank and disputed the charge because I never authorized the transaction. Fast forward til today; after the investigation, my bank agreed with what I had told them and returned my $126. Now Romney is harassing me for their "money". I included pictures of my exterior because these are some of the cobwebs and wasps nest that have been overlooked by their contractors for months. I often have to handle knocking down beehives and sweeping down cobwebs myself. I frequently find scorpions inside my home. I want Romney to understand what they did was unacceptable. You don't charge my card without my consent; that's theft. They contacted me via email only and got no verbal confirmation that I would be home for the appointment, but say they showed up.

  Business response

  10/07/2024

  Sorry the service was not better for you. I show we were trying to schedule your normal pest control service just as we did the previous 19 treatments. The tech was out there 9:43-10:08 on 7/17/24 and completed the service.  I show no one was home at the time. Our notes say you wanted the card charged the 1st day of the following month so we processed the card then.  I see you have paid on the portal many times before we would have charged the card. I show we have tried to come back and take care of any additional needs. From our perspective, we have tried to do everything we could to make this right.
  

  However, at this time I have waived the service charge. You owe nothing. Thank you for your business over the last 5 years. Sorry we did not handle this better. Best of luck to you in the future.
  

  Customer response

  10/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A salesman for this company came to our door advertising their services. I asked several times if this was a contract because I did not want to be in a contract as we are a one-income household at the moment. He would not provide an answer. I asked him if services could be cancelled at any time and he would not provide an answer, instead changing the conversation. He told me services would be billed 3-4 days after the service was provided. They tried to take payment the same day as the serviceman came out. I also get an email after he leaves showing that I am in a 12-month contract and that they were coming back out in ***** days for another service, which he did not tell me about. I spoke with an account manager who stated basically I am stuck in a contract and he would work with me on the service dates which still does not help my pocketbook as I had already budgeted July out and now I am going to have this unexpected charge that I have to cover. This salesman was deceptive and dishonest and I don't feel this contract should be held up. I specifically told their salesman what my needs were and what I could and could not do.

  Customer response

  07/09/2024

  From: jacksonsherryr <************************>
  Sent: Wednesday, July 3, 2024 12:48 PM
  To: Info <************************************>
  Subject: My complaint

   

   

  The business i submitted a complaint on reached back and provided an acceptable solution. Am I able to cancel this complaint or **** it resolved?

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my last scheduled pest control service, Romney's technician sprayed very erratically, causing damage to a painting and also causing pesticide residue to be visible on my walls and appliances. Romney is responsible for replacing the painting and having the residue professionally cleaned and sanitized. Despite repeated communications initiated by me and providing Romney with documentation they requested to resolve the issue, Romney management is being nonresponsive and attempting to have me cover some or all of the cost they are responsible for.

  Business response

  11/03/2023

  In response to the above complaint, we scheduled a retreat that was serviced on 8/28/23, which was an interior, exterior and garage service.  On 8/30/23, *** (our customer) requested us to come back out on a retreat and treat the interior and the garage.  On the 8/30/23 retreat, *** asked our tech about the damaged painting and getting reimbursed for it.  ***************************, our Service Supervisor, began working with *** to resolve the issue of the painting.  Most of the correspondence was between ******* and *** by text.  ******* had asked for the value of the painting.  We received two pictures of the painting, and could not see where our products caused damages to the painting.  *** apologized to ******* for his delay in responding back to ******* regarding the value.  *** stated that he had went to the store and the value of the painting was $500 plus tax.  ******* informed *** that we would issue a check for the $500 and refund the service fee.  *** then texted ******* that he had went online and that the exact picture was no longer available,  He stated that he had went to the store and picked out a completely different picture which was priced at $952.60.  *** also stated that he wanted to speak with our General Manager or he would resort to other methods or parties.  Our General Manager, *****************, called on 11/2/23 and left a message for *** to return his call in hopes of final resolution.  As of today, **** has received no return call from ***.  Romney feels as though we have showed good faith and offered to pay the $500 and refund the service fee.  Upon request, we can provide all correspondence with time and dates as well as the pictures of the paintings.  

  Customer response

  11/03/2023

  I am rejecting this response because: the response from the business is completely untruthful. It is true that I intially chose a painting that was $500 plus tax, which I wouod have been happy to have. However, **************** stated that the photos I sent him (which is what he initially requested) was insufficient for him to issue payment. He stated that he needed an invoice or receipt, which was not stated previously. Initially, I tried finding the painiting online for a quote, and the painting was not showing as available. So, I went back into the store and was informed by the staff that the painting had been sold and was no longer available. Therefore, I had to choose a different painting from their current selection, which I did, and submitted the documentation that **************** most recently requested. Upon doing so, **************** responded to ask me if I would accept service credit, which I declined. He then stated that he did not have authority to issue payment for the amount of the quote and would contact me the following day after he could speak with his Operations Manager. **************** did not follow up as promised, causing me to have to call the Romney office again this week. I was very clear that I would not toleate any more delays and wanted to speak to someone within the hour above ******************** authority. Then, against my wishes, **************** texted me stating that they are unwilling to pay more than $500. The new request for additional documentation contributed the $500 painting no longer being available, and I will not negotiate for what ******* is liable for. We also haven't resolved the issue of having my walls and appliances professionally cleaned from where their technician sprayed chemicals all over them (photos available upon request) -- further evidence of their carelessness. Romney must pay IN FULL IMMEDIATELY to resolve all issues. This is not negotiable.

*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. ↩