Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In July 2024 I signed up for Fox Pest Control for my new home that I purchased. After noticing an increase of spiders in my back yard I called in October in an attempt to cancel my service and take care of it myself. The representative that I spoke with on the phone stated that I would have to pay a $270 early cancelation fee since I still have not recieved 3 services yet. She stated that if I continued my service until 3 treatment were made, I would not have to pay that fee. These cancelation charges were not mentioned upon signup. I called today on the 5th of February 2025 to terminate my service as the price is too high for me for still having to deal with pest. They stated to me the same termination fee would have to be paid even though I was told different in October 2024. I asked to speak to a manager and they stated they were not available and would call me later. As a single father in the military I do not have time in between leaving all the time to keep attempting to contact them or continue to keep paying for an expensive service in which I still deal with pest. So far I have paid this company $448 dollars in monthly charges not to include activation fees. I would like to terminate my service and seek a refund for service charges I have made.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started with Fox Pest Control on February 22,2024, I paid them a start up fee of 193.32. They came out to to my house they said I had weeviles they start treating for weeviles, the treatment was not working, weeviles were still active in the house, every month I call them about this problem, a tech came but no results. October I call them again about the same problem they sent out a service manager, he found out that I did not have weeviles, but silverfish, so he treated areas that should have been treated. I call back in November silverfish was still present in the house he said they won't be able to get rid of them. So I told him I wanted to cancel my service, he said there will be a cancellation fee of 250 dollars, I told him the sells rep. did not offer me a one time treatment, which I would have taken, he said he would get back to me, I spoke to the service manager on Dec. 13 about a refund of my money, of the 5 months I paid a total of $313.20 and start up fee $193.32 which totals $506.52 dollars. He said he will speak to the branch manger about my refund and have him to give me a call on Monday Dec. 16, I never heard from the branch manager, So I call the service manager back on Friday Jan 3, I told him that I never heard from the branch manager, he said he will have him to call me or he will call me back on Monday Jan. 6. Both the branch manager and service manager never did call me back. I feel like like they are giving me the run around here. I want my account close and the 250.56 dollars canceled on this account. These people do not care about the people, I had faith in this company and its people I have loss a lot of trust in them, it has taken a toll on me. I am a retiree i have worked hard in my life, and to see my money wasted like this makes me upset !!!

  

  Business response

  01/10/2025

  Thank you for notifying us of this complaint. Our Operations Manager contacted the customer to discuss her experience and find a resolution. During their conversation, they came to an agreement that Ms. ***** felt satisfied with. We have closed her account and waived the unpaid balance. A partial refund will be mailed to her home. We appreciate Ms. *****'s willingness to work with us to resolve her complaint. If she has any questions, we encourage her to please call our office.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  01/13/2025

  
  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

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/19/2024 I was contacted by a sales rep for Fox Pest Control via phone to sell additional services since I am current customer. I declined the service and when I declined the sales rep became agitated and rude. I tried to politely decline the services, but was continuously interrupted and felt the sales rep became increasingly aggressive in his sales tactics. I told him if he continued being rude I would cancel my service. I then ended the call. Later on that day, I called Fox Pest Control to discuss the situation and after explaining what had transpired decided I did not want to receive the service anymore if that is the way the company treated its customers. I was told that it would be a $250 cancellation fee, but a supervisor was going to look into the situation before they cancelled the service and contact me. On 12/31/24 I had not recieved a phone call back, so I called again and after a long hold time was put into contact with a supervisor (Landry) who did not handle my case. I was told that my complaint had been reviewed, the supervisor (Karren) deemed it not to be a valid complaint, and that she (Karren) simply "forgot" to call me back. I was told that the only thing that the company would do is put a note in my file to not have sales reps contact me and if i wanted to cancel, I needed to pay the early cancellation fee of $250 which I did cancel the service on 12/31/24. As a paying customer, I would have expected to at least have my complaint responded to in a timely manner. Unfortunately, I believe Fox Pest Control does not have the customers best interest in mind and not only was I disrespected by a sales rep, it appears that the supervisors have no concern for the customers either.

  

  Business response

  01/02/2025

  Thank you for notifying us of this complaint. We regret Mr. *****'s recent poor experience and appreciate the chance to set things right with him. Our Branch Manager, Jason, spoke with him today to discuss these incidents. After their conversation, Jason instructed our office to refund Mr. *****'s cancellation fee, which has now been done. Mr. ***** should see these funds returned to his account within 3-5 business days, depending on his financial institution. We are also providing training to our sales and office team to ensure this type of situation is better handled in the future. Mr. *****'s account with us remains closed, but if he later wishes to resume service, we will be happy to work with him again. 

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  01/02/2025

  
  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

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had service with Fox Pest control for over a year. The entire point of us paying for this service was to control for moles in our yard. In May, I called to complain because despite paying for the service quarterly our mole problem got worse and worse. In May, I was told we didn’t have mole service. I was very confused and asked them to review the account because again that’s why we bought the service. after carefully reviewing the plan they finally realized we were grandfathered in to an old plan they don’t offer any more and we did have mole service. I asked them to please come out and treat the moles and keep coming back monthly until the problem was under control. Nothing has gotten better despite making payments in July and October. I called today to cancel. They tried to get me to keep letting them do service then they came back and said that what they told us in May is wrong and even though we are grandfathered they are not treating correctly for moles because our plan is wrong. I asked to have a refund for July and October and they said no because they did use product for moles.

  

  Business response

  01/02/2025

  Thank you for notifying us of this complaint. We apologize for the confusion and conflicting information the customer received about her service. I reviewed her account with our Operations Manager to gain clarification. When the customer began service in 2021, moles were covered under our standard Home Protection Plan. Since then, we have updated our service plans, and mole treatments are now a separate specialty service. As a courtesy, the customer's service was grandfathered in to still receive mole treatments during the quarterly HPP service. This was still the case during her July and October treatments, and products for mole management were applied. We informed the customer that going forward we will no longer be able to perform mole treatments under her standard HPP plan, and she would need to sign up for a mole-specific service. We do not feel a refund is warranted at this time because the change in her mole service would only affect future treatments. The customer's account was closed as she requested, but if she would like to resume service, we would be happy to work with her again and address these pest issues.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  01/02/2025

  
  Complaint: ********
  
  I am rejecting this response because this is not what happened. I called to cancel my service explicitly because we were not getting the service we were paying for. When I called to cancel they said that despite what I was told in May they weren’t going to honor that anymore and that they haven’t been addressing our mole problem using their mole service and we would need to sign up for additional services. This was the opposite of what I was told in May. Had I been told in May this information, rather than assured that our mole problem would be addressed I would have cancelled in May. They deceived me into continuing their services until October when their technician finally told me that what he was doing wouldn’t do anything for the moles and told me to order a product off amazon  I feel like they fraudulently took my money from May to the present by inducing me, under false pretenses, to keep my service. 

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

  

  Business response

  01/03/2025

  We spoke with our technician this morning to clarify his October conversation with Mrs. ****. He recalled that at one point during the service, the customer expressed confusion because we use a granular for insects and one for moles. The technician explained that the product he was using at that moment was for insects and does not treat for moles. However, at another point in the service, the technician did apply a product for mole treatment (Talpirid). During their conversation, our technician informed Mrs. **** that moles treatments are now considered a separate service. He mentioned that if she preferred, Mrs. **** could try purchasing a product from Amazon, and if it did not work, she could contact us to resume mole treatments. This seems to be the cause of confusion, as Mrs. **** understood the technician to mean that no mole treatment was performed that day, when in fact it was. We apologize that our technician was not more clear in his communication. Mole treatments were performed in July and October as promised. We hope this helps to clarify the situation and assure Mrs. **** that we continued to treat her yard for moles as she was told by our office in May.

  Customer response

  01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because that’s not true at all. The technician never told me that I would need a separate service. I went out and specified the issues and showed him the holes and he said nothing they do will make a difference. I paid for service from 2021 through October of 2024. When I called in May 2024 I was told my yard wasn’t being serviced for moles due to confusion on their part but that they would start and then they really did nothing. I don’t know what the product was he allegedly used but even the tech acknowledged it wouldn’t work. At that point I decided to cancel. They are making it seem like someone notified me that they wouldn’t honor the mole service anymore and that’s why I cancelled  that’s not true  I called to cancel because I was dissatisfied with the service overall and on that call they said they weren’t really doing the mole service which is why I was having problems and then offered me to buy an extra service all I wanted to do was cancel. I paid for a service for three years and they have lied and changed their story on several occasions. I simply want my money back for the service since May. This seems like a fair resolution to me and cheaper for them than going through arbitration. It’s less than $400 to them but to me it’s the difference between being able to have someone come out and actually mediate the mole problem that I’ve been paying fox pest for three years to address versus not being able to afford it  I don’t think I’m being unreasonable by asking for the refund since may because my exact request in May was send someone out at least monthly until the mole problem is handled and I was told it was being addressed right up until to the point I called to cancel when they said the reason I was t satisfied is they hadn’t actually been providing their mole service . They may have put some product down but they clearly didnt provide their mole service which is what I had been told I was getting in May  

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

  

  Business response

  01/07/2025

  It is clear there was a communication breakdown between our office and the customer. After further discussing this with our Branch Manager, we have decided to honor Mrs. ****'s request and refund her July and October payments. A check for $329.62 will be mailed to her home. We hope this resolution will help make up for the miscommunication that occurred, and we wish the customer the best going forward.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  01/07/2025

  
  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

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fox pest control ********** **:They never resolved any pest issues. Frequently canceled, rescheduled, and even asked neighbors what am I supposed to do at this house? I tried to cancel for months and they wont acknowledge it. Now theyre trying to change me to cancel. These people do not operate a quality business at all and customers need to be aware.

  

  Business response

  12/20/2024

  Thank you for notifying us of this complaint. We regret that the customer was dissatisfied with her service. Over the course of treatment, we have sent multiple managers to assess the situation and attempt to improve results. Issues of sanitation and clutter were noted in some areas of the properties, which made it more difficult to eradicate the pest issue. Nevertheless, because we were unable to achieve satisfactory results, we have honored the customer's request to close her account and waived the early termination fee. As a courtesy, we also credited the last two monthly charges, so there is no balance due on the account. The customer is free of any obligation to ***, and no further treatments will be completed unless she requests them. We wish her the best going forward.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered service at my residence with Fox Pest Control and I allowed the service man to go in without me and realized the next day he did not do what he said he did, he told me he put down traps in the house and basement, I had someone check to make sure he did what he said and I found out he didn’t do any of what he said besides putting 1 black box in the basement, I called the office and they said he told them he didn’t have the supplies on the truck and he would come back next week to put down the traps, that’s not what was said to me , I called and canceled with in 48 hours of knowing that I did not get the service I was paying for. They still took out $265.88 off my debit card, I thought knowing the person they sent to my house didn’t do his job, they would refund my money right away, they did not. I had to cancel that debit card

  

  Business response

  12/10/2024

  Thank you for notifying us of this complaint. We apologize to the customer for the lapse in her initial service. Our office offered to send our Service Manager to her home to complete the treatment, but the customer declined. Because she did not receive a full service, we are refunding her treatment. A check will be mailed to her home for the full amount of $265.88. The customer's account is closed, and no further treatments or billing will take place. We appreciate Ms. ***** speaking with our office so that we could come to a satisfactory resolution. If we can provide any other assistance, we encourage her to reach out.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Trying to get business by fear mongering saying that there was a termite infestation 6 yards away from my house at at least eight within a mile of my house. I did research this is all a fraud to get my businessThis was all a lie to get business.

  

  Business response

  12/09/2024

  Thank you for notifying us of this complaint. We regret that Mr. ******* felt deceptively encouraged to begin services. At ***, we strive to provide thorough and transparent treatments to address both active and preventative pest control. During Mr. ********* time with us, we were able to resolve multiple pest issues for him, including spiders and wasps. Upon receiving his complaint, our Branch Operations Manager contacted Mr. ******* to address his concerns. As a resolution, we refunded his November payment, closed his account, and waived the early termination fee. No further treatments or billing will occur unless requested by Mr. ******** We appreciate him working with us to come to a positive conclusion and encourage him to call our office if he needs any further assistance.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last June 2024, I signed a one year contract with ***********. They came out soon after for their first pest control application. To say the least, it was horrible. After their application, we were over run wth mice and a dozen or more RATS! By the time all this occurred we were ready for our second of four applications. I communicated the RAT problem to the company and told them I wanted to cancel my contract. This process of someone getting back to me took over a month.Finally today, ***** from the ********,***** office called and told me, there is a $250 cancellation fee which was on the signed contract. He also informed me that all I needed to do was called them and they would come out and fix the problem. I have called, emailed and texted about the rat infestation... I want out. I will pay them for the last application, $200 and the $50 extra as the first application was discounted. My husband and I have seen NO results from either of the two applications and if anything, the problem has gotten worse. Please help us if you can. Thank you!I have paid them $150 sp far, they are requesting an additional $450.

  

  Business response

  11/18/2024

  Thank you for notifying us of this complaint. We apologize for the difficulty Mrs. ******* experienced reaching our office. Our manager called the Lessards' phone ending in 692 multiple times in October to address their concerns but was unable to connect with them. We regret that we were unable to arrange the additional treatments necessary to resolve their rodent issue. To help correct the situation, we have removed $200 of the balance on their account. The only remaining amount is the early termination fee. If Mrs. ******* decides she would like to resume service, this fee will be waived and any amount paid will be credited toward future treatments. For now, the account has been closed, and no further treatments will be performed.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to cancel service with this company and they are stating I cant cancel without a fee because they enrolled me in a 3 year contract. I have never had any knowledge of a 3 year contract nor is that something I would ever willingly signed up for. I never received any special service in exchange for such a lengthy commitment and I honestly believe the 3 year contract is either completely fraudulent and never agreed to or was misrepresented and hidden in the fine print.

  

  Business response

  11/09/2024

  Thank you for notifying us of this complaint. Our management team reviewed Mr. ********* account and cancelled his service as requested. His early termination fee was waived as a courtesy. No further services or billing will occur, and we wish Mr. ******* the best going forward.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fox Pest control came to my home in May 2024 when I was out of town. My son was home and they talked him into a service without my authorization, and charged my charge card $150 at that time and $60 a month for June, July and August. My son did not realize I already had service with another company, and thought it was a renewal since I had service with *** the previous year. They did a service in May and another in August; I did not know they had scheduled or done a service at my house at all until I called to cancel the service a second time. I requested a refund or even a partial refund for the $330 they have charged my charge card, and they refused. Im retired and on a fixed income. The property is in my name only as is the charge card used. I feel they should refund at least part of the $330 when they only serviced the house twice, and took advantage of my son during my absence. Thank you.

  

  Business response

  10/21/2024

  Thank you for informing us of this complaint. We apologize for the misunderstanding regarding Ms. *********** home being re-enrolled in our service. Our office spoke with Ms. ********* on 10/7 and worked to correct the situation. We discontinued the service as requested and credited the last invoice. No early termination fee was charged and there is no remaining balance on the account. If there is any other help we can provide, we encourage Ms. ********* to please reach out to our office.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  10/22/2024

   
  Complaint: 22390398
  
  I am rejecting this response because their response is redundant.  I would not have bothered filling a complaint if I accepted their resolution.
  

  I feel their charges were excessive for the timeframe and services they say they performed; and an account should never have been opened without the homeowners authorization.

  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. ↩