Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired fox to do pest control. They charged me $159 initially, then $65 a month, every month. I needed to cancel the service due to financial issues resulting from my husband being in the hospital several times. I was told when I called that I needed a manager to speak with me before I could cancel. No one called. I was charged $250 for a cancellation fee. I had no knowledge of this fee. I called to ask about the fee, and was told a manager would call me on Monday, Sept 30. Today is Oct. 4 and still no one has called. I want a refund of the cancellation fee, which I believe is extremely high and something I had no knowledge of, nor was I ever told about it.

  

  Business response

  10/18/2024

  Thank you for notifying us of this complaint. We are sorry to hear of the financial stress and anxiety *** and Mrs. ***** are facing at this time, and we are eager to help. Our Branch Manager, *****, has been attempting to reach Mrs. ***** at the phone number ending in 3168. He has left his personal contact information, and we encourage Mrs. ***** to please return his call so that we can fully resolve her concerns.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I informed them to cancel my service, but no one cared about my email. I don't live there anymore. You can keep charging, but I will never pay anything. Please communicate with the owner and not with me. As a friendly advice, please do not come to this house again. You never did anything from the beginning. The service was not good. I mentioned this but was ignored. I will see where being ignored will lead. If people find you at their home without permission, they can report you to the police for trespassing.??

  

  Business response

  10/05/2024

  Thank you for informing us of this complaint. Our office received an email from ******** in May that she wished to cancel her account. We responded by asking her to call the office to finalize the closure.  We did not receive further communication, and the account was left active and a balance accrued. We have now closed the account, and to clear the balance ******** can send our office the date and verification of her move, such as a lease agreement. She can send this document to our office at ************************. Any invoices after the move date will be cleared. If ******** has any questions about this, she can contact our Operations Manager by calling our office and asking to speak with Kaysha. 

  Sincerely,

  Michelle B*****

  Customer Relations Manager

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A Fox agent stopped by while we inspected a Lightning strike at our house. The man hung around for a while, and knowing what a time I had with spiders, I signed the paperwork. It was for $62.00/mo charge. Total of $186.00 +11.16 = $197.16. On 7/2/24, a man came to spray. I was not home, but *** was. He thought he did a good job. But days later, as it says in the paperwork, more insects seemed to be around—spiders appeared in the house, and there were more ants than I could imagine. Pulling my paperwork and realizing the cost, I thought I couldn't afford this company, not after having to buy a new freezer, new garage door openers, wiring, and modems. And our TV went up. WE ARE STUCK WITH THE OLD TV. Talking to someone a week or two later, I found a giant spider on the top brick. I thought he was dead, but touching his leg, he moved quickly. I wrote to Fox and told them to please deduct from the total amount that I paid for the service on 7/2, and I would like my money refunded. Several attempts later, I finally called as they told me to in the email. And I found my account was closed at $197.16. So, of course, I paid the full amount for one trip. WHY! Why wasn't I even emailed about the service? Why can't I get my money back? Selfishly, the TV was a gift recently given to us. It's fried, we held the old TV back that's sound goes off and on and the picture is still not bright. So I have to live with this until more money is saved. Stopping by my brother's house, he started telling me about a pest control person (Fox), giving him the exact words: This is what others are paying for around this neighborhood. Since we are around her a lot, I can give you a better price, and it is ....... HE SAID NO. I WISH I HAD. With all the upset, confusion, and worry, it was the perfect time for the agent to appear. WHY ARE THE TAKING ADVANTAGE OF ME. AND WHY SO MANY ANTS, SPIDERS AND BUGS. IS THIS A SCAM.

  

  Business response

  09/26/2024

  Thank you for informing us of this complaint. We regret the dissatisfaction Ms. ****** felt with her service. On 7/16 she contacted our office stating that due to financial difficulty they were unable to continue with the service. Ms. ****** was still under contract and subject to a $250 early termination fee. However, as a courtesy, our office waived this fee and closed the account. Ms. ****** has only paid for her initial service, which was completed on 7/2. Because this treatment was fully completed, we do not feel a refund is warranted. However, if Ms. ****** wishes to resume service, we would be happy to arrange a target treatment to address her ongoing pest issues. If the service is reinstated, the original contract terms would apply. We encourage Ms. ****** to contact our office if she has any questions or further concerns.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

   

  Customer response

  09/27/2024

  When I saw that I messed up in writing, I sent a message to BBB later to explain more.  But I can certainly do it again.  I am 76 years old.  *** is 83.  We were outside talking to Xfinity who had just told us the TV was destroyed.  It had been a gift a few weeks before because they had gone to an upgraded model and we accepted it gladly. Ours was old, sound going on and off and very light picture. The refrigerator out in the garage, the wiring and two garage door openers were gone.  When I saw the man coming from the direction from the other house, i thought at first, he was inspecting the electrical outlet.  When he told us he was from Fox Pest Control, *** thought no, we have enough going on.  But thinking back to fall cleaning and being bit twice by spiders and ending up at Urgent Care for each time I thought maybe it was a good idea.  He told me that he was giving me a good price and I saw the monthly cost and signed it.  I honestly didn't even read much of the contract and see the two year contract.  It was there I just didn't read it.  The man came 7/2, sprayed.  I was not at home.  Two weeks later I was talking to a neighbor and leaning up against the outside bricks and there was a big spider. I thought sure it was dead, even touched the leg but it was not.  Since then, crickets, ants in the garage.  A black spider crawling across the top part of the ceiling in the laundry room.  More ants then ever in the kitchen.  New kind, so small.  After the insurance detectable, I ended up paying for the new refrigerator, the man to install the wires and garage openers. Xfinity put in a new modem, and TV (something).  We are now using our old TV.  

  I had put the paperwork in the computer room and had not even looked at it until someone down the road came up to the house.to tell me he was a pest control person. To look at my paperwork and finally I did and saw the $250.00 contact.  And realizing what I had done, I realized I couldn't pay for all of this.  That is when I called or wrote I wrote to cancel.  I told them to please deduct what the cost was for the man to come out to spray and refund the rest.  I  just wish I had stayed inside that day and not seen the man.  

  

  Business response

  09/30/2024

  We appreciate Ms. ******'s follow up message. This does help clarify the situation and how the misunderstanding occurred. It sounds like there is still some confusion regarding the cost of the initial service. The total cost for this first treatment was $197.16. This is a one-time stand-alone charge, and the $62.00 monthly fee is for the subscription going forward. Because a full initial treatment was completed, the charge is valid. However, as we previously mentioned, our office waived the early termination fee of $250 as a courtesy. Ms. ****** was only charged for the service rendered. 

  We regret to hear that she is still seeing spider activity. This is common, as some pests require multiple treatments in order to break the egg cycle. If Ms. ****** would like to resume service, we would be happy to work with her on a plan that better fits with her current budget and pest needs.

  Customer response

  09/30/2024

  
  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.  I thank the Better Business Bureau for helping in this situation.  With all that was happening with the lightning strike I wasn't understanding correctly the pricing and because of that I paid much more than ever imagined it would be.  Too much going on at one time.  Again, I just wish I had not been outside to see that agent approach the house.  I was very upset, misunderstood and paid the price.  My fault, never again.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no way provided to cancel the ongoing subscription fee. The last time service was performed, technician did not even fully walk around house.

  

  Business response

  09/20/2024

  Thank you for notifying us of this complaint. We appreciate Mr. ***** expressing his concerns so that we could address them. Our supervisor, ****, communicated with Mr. ***** over email on 9/17 and worked to resolve the issues he was experiencing with his service. If any issues have not been resolved to his full satisfaction, we encourage Mr. ***** to please contact our office.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/9/24 I had FOX Pest Control come and treat my home for an unfortunate flea infestation due to a failed flea treatment on my animals. The technicians Nicholas and Robert came to my home to treat for the fleas around 5 PM. As part of the treatment, my wife, children and pets were removed from the home during the treatment. My wife, who is 9 months pregnant, and children came home around 11am on 9/10/24. In order to make my home child safe again (moving all furniture and appliances back to their proper place) without my children being injured- she attempted to turn our 75” Hisense Roku TV on to entertain the kids. She quickly realized that the television (that was used to entertain the kids all day on 9/9/24 while we prepped the home for the pest service) would not turn on and was broken. This television was brand new and was working perfectly leading up to the service provided by FOX pest control. Instead of accepting fault, they told me that I needed to get the television diagnosed to prove it was in fact them who were responsible for the television breaking. The issue with that is there is not a single service that is able to diagnose my television until at least 2 months from now. In addition, I would have to bring my television to them during business hours which isn’t possible as I work 7am-10pm mon-fri and also have no ability to transport such a large television (it was delivered to my fore due to the size). I believe that FOX is responsible for the replacement of my television in full. I have since cancelled my treatment with FOX as they provided me with the incorrect service at my home, rendering the treatment ineffective.

  

  Business response

  09/23/2024

  Thank you for notifying us of this complaint. We regret Mr. ****'s unsatisfactory experience and apologize for the frustration he has felt. Due to flea activity still being present after treatment, we have refunded his payment in full. We are also willing to cover the cost of a Geek Squad technician going to Mr. ****'s home to inspect and repair his television. Geek Squad can often do repairs on site and can help with transportation if the television needs to be taken to their shop. Mr. **** can email the repair invoice to our office at ********************, and we will arrange payment.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  geek squad does not operate where I live in Newfane, NY. Additionally, as mentioned, going to a business with the television in person is not an option due to the size of the television. 
  Sincerely,
  
  ***** ****

  

  Business response

  10/05/2024

  Our office is researching mobile repair options in *****'s area. We will contact him with an update this coming week.

  Customer response

  10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  It has been a month since this issue has arisen. After exhausting all repair options, I had to dispose of the broken television and purchase a brand new TV instead. Unlike FOX, this has been an absolute priority for me to resolve this. And going one month without a television due to their negligence was completely unsatisfactory. I had no choice but to remove the tv from my home and purchase a new $700 television. I need this refunded or legal action will be taken 
  Sincerely,
  
  ***** ****

  

  Business response

  10/09/2024

  Our office spoke with Lifetime Service Center in Williamsville, and they verified they could provide service at a home in Newfane. We regret that Mr. **** chose to dispose of the television before we could have it inspected and repaired, as we now have no way of knowing an accurate settlement. Lifetime Service provided us with cost of labor estimates, and based on that average, plus additional funds for parts, we will offer a $250 compensation to Mr. ****. Once he accepts this resolution, a check for this amount will be sent to his home.

  Customer response

  10/10/2024

  
  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

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We feel absolutely scammed by this company. After watching a friend's dog we realized we were battling fleas in our home. Due to expecting a baby soon we realized we needed to solve this asap so that the house could be cleaned of the harsh chemicals before the nursery was prepared and a baby was in the home.Unfortunately, this company signed us up for a year+ subscription without our knowledge, no mention of a cancellation fee. They said they would treat the house and then come back the following month at no extra cost if there were still pests and to treat the yard. The entire thing was misleading and deceptive. After the first visit I still noticed fleas on my legs and everywhere throughout the house. They came a second time to treat the yard- we don't have pets in the home so this doesn't even seem necessary, and our main focus was exterminating the fleas INSIDE. The third visit they treated indoors again- and there were still fleas everywhere immediately after the visit jumping on us. After googling the solution they're using to treat our home- it isn't even a proper insecticide needed to kill fleas. It is an organic insecticide composed of essential oils as their active ingredients. It is not meant for fleas, contains no IGR to disrupt the flea cycle and nothing that would kill fleas or penetrate their hard exterior. At most it is a deterrent; essential oils deter fleas. Using a deterrent to exterminate fleas would make sense as to why they signed us up for a monthly subscription. They did nothing to solve or reduce the problem and purposely left out how shady of a practice this is and were misleading and ************ the past we've had an apartment properly exterminated for half the cost and that same day we noticed zero fleas after the extermination. That company worked after ONE visit. We wasted 2 months with this companies' deceptive practices and would like our money back per their satisfaction guarantee so we can move on and solve this issue.

  

  Business response

  09/23/2024

  Thank you for bringing this complaint to our attention. We regret the customer's dissatisfaction with his service, and we are eager to repair our relationship with him. Our Branch Manager, *****, has been attempting to reach Mr. ***** to discuss these issues in more depth and work to resolve them. We encourage Mr. ***** to please return ******* call at his earliest convenience.

  Sincerely,

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

  Customer Relations Manager

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2nd a Fox Pest Control salesman approached us as we were readying our boat to leave to go on the river. He knew we were busy and even stated that he wouldn't keep us. So he left out pertinent information about their services. He did not tell us we had 3 days to cancel or that there was a $250 early termination fee. He lied when I asked him if they were not starting to charge the monthly fee until the next quarter. He said no and we were charged the following month. I can't comment on their services because we were not home when they came back to spray-it was much later that they said they were going to be there. After reviewing the contract, the information is there, but the salesman never showed us this or told us until after we signed. Also, like I said, we were taking out boat out and going on vacation for the 4th of July so we did not read it with the 3 day time period they allow. We were also in an area that did not have good cell-service. If we knew we had 3 days to cancel, I can assure you, I would have read it. We have paid a total of $505. The only thing we authorized or planned on paying thus far was the initial fee of $180 (with tax was $191.25 which he didn't tell us about either). They haven't tried to resolve the issue. The person that called my boyfriend once said "I wasn't there to know what the saleman did or didn't say". I basically took that as he thought we were making things up. He was rude and this was after they went ahead and charged us the early termination fee without speaking to us first or us requesting it.

  

  Business response

  09/20/2024

  Thank you for notifying us of this complaint. We regret that Ms. ******** felt mislead by the representative who came to her home. Our Branch Manager attempted to reach her and Mr. ******** on three separate occasions in August in an effort to address their concerns and verify if they still wished to discontinue the service. When no response was received, our office canceled the account and charged the early termination fee as described in the service agreement. A few weeks later, Mr. ******** called our Branch Manager to inquire about the charge. Our manager explained that he had been trying to reach them prior to charging the fee and hoped to find an arrangement that would meet the customer's needs. He offered to reinstate Mr. ********'s account and change the billing to quarterly instead of monthly. If the service is resumed, the cancellation fee would instead be applied as a credit toward future treatments. At that time, Mr. ******** stated he would discuss this offer with his girlfriend get back to us. This offer still stands, and if Ms. ******** agrees, we will reinstate the service, change future billing to be quarterly, and apply the credit to the account. To accept or decline, she can respond through the BBB or contact our office directly. We are also happy to address any further questions or concerns.

  Sincerely,

  Michelle B*****

  Customer Relations Manager

  Customer response

  09/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: These claims are completely inaccurate. Someone called **** when we were in Florida for a funeral. Someone called once! He tried repeatedly to call the person back and there was no response. Then, when I sent an email and a review on BBB, someone reached out to **** again. He was rude and basically said that he wasn't present when the salesman was giving his pitch so he doesn't know what was or wasn't said. No one ever tried to reach out to me! The termination fee was never discussed. And the billing quarterly would not solve the problem. The problem is that we were told WE WOULDN'T START BEING BILLED UNTIL THE NEXT QUARTER. The monthly billing wasn't supposed to start until at least October not August. No, I do not want to reinstate my account. I want nothing to do with a company that is not backing up their salesman and what he told us. I would think it was fair to refund the $60 monthly fee I was charged and the $250 termination fee. This information would have been important for the salesman to be upfront about in his pitch. I understand that your salesman probably makes a commission. Maybe he should be charged for his mistake. I shouldn't be held responsible for his mistake. 

  I would appreciate if someone could let me know exactly when these calls were made to **** (date and time) so I can verify them on the phone records. 

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

  

  Business response

  09/30/2024

  Our records show calls were made to ****'s phone (ending in ***) on 8/16 at approximately 12 PM, 8/19 at approximately 12 PM, and 8/20 at approximately 9:30 AM. I have attached a screenshot of the Branch Manager's notes with timestamps. 

  We sincerely apologize for the miscommunication with our sales representative regarding the payment schedule. At this time, we do not feel a refund is warranted as the customer received a copy of their Service Agreement prior to their first treatment, and this contract clearly explains the payment schedule, 3-day cancellation window, and early termination fee. We have made multiple good faith efforts to address the customer's concerns. We would love to come to a more positive resolution if the customer is willing to accept our offers.

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: you have not made a good faith effort to resolve my complaint. It's taken you over a week to respond to us on BBB. You are not taking responsibility for your salesman not doing a good job representing your company. I have the same complaint that many others have had and I am being help accountable for your salesman being shady and misrepresenting your services. He did NOT explain the payment plan correctly-he actually lied to me when I directly asked him about it. He knew how busy we were getting ready for vacation and knew we were not going to have the opportunity to read the contract within 3 days. HE SHOULD HAVE TOLD US WE HAD 3 DAYS TO READ IT. ALL the reputable companies I have dealt with let you know those things. My phone records also do not show those calls and your screenshots of the managers notes mean nothing. That could have been from anyones calls. **** had a call in August and one in September. That does not show a good effort and does not show that you value us as customers. You have done nothing to try to resolve this. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After 2 salesmen came to my new house offering to spray for pest I agreed to the services due to a ant problem. I was told that I only needed treatment 4 times a year. I was told that I would pay 60 initially and 50 the other 3 times. I was told they would hold my card on file and charge me the next time they came to my house. Instead my card was charged again 1 week later. I called my local Fox Pest control agent and they told me that I signed a contract and they could only offer me a $10 discount. I’m so confused because I was told that I was signing a receipt and not a contract. I contacted my bank and they canceled my bank card and this is currently under review. But my bank can’t do much when Fox Pest Control tricked me into signing a contract. I will never allow a salesman to trick me again this is so sad.

  

  Business response

  09/11/2024

  Thank you for notifying us of this customer's complaint.  We regret the misunderstanding regarding Mr. Blackmon's service rate. We strive to provide clear and thorough communication, including supplying each customer with a full copy of their contract prior to the first service. Our Branch Manager personally spoke with Mr. Blackmon about his concerns and worked to address them. We have a applied a credit to cover his October charge, and we have also discounted his monthly rate for the duration of the contract. We hope these actions will help to repair our relationship with Mr. Blackmon and allow us to provide the pest control he originally hired us for. If he has any remaining questions or concerns, we encourage him to please contact our office.

  Best Regards,

  
  Michelle Briggs
  Customer Relations Manager

  

  Business response

  09/16/2024

  We are sorry to hear Mr. Blackmon was unsatisfied with our efforts to resolve his concerns. Because he states that he was unaware of signing a contract, we have closed his account and waived the early termination fee. We are also refunding the $50 monthly subscription fee he paid in September. He should see these funds returned to his card in 3-5 business days. We hope these actions will be satisfactory to Mr. Blackmon and allow us to part ways on positive terms. If there is any other assistance we can provide, we hope he will reach out to us.

  Sincerely,

  Michelle Briggs

  Customer Relations Manager

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22254043, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kaderrick Blackmon

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July ******* check for $829,56 was given to *************************** for 12 months coverage for Fox pest control. Service started that day. Received a bill on 8/4 for $63.13. Called to report we paid in full for one year service. Was told not to worry because check probably didn't reach the home office yet. Another bill on 8/19/24. Called and sent an email explaining our payment. Never got a response. I called phone number which found out is in **** and explained the problem. Was told checks are all put in an envelope and sent from ***** when they get enough. We checked with our bank and check was not entered, nor was it on our last statement. Called Fox back four days later and still no check. They were supposed to call me back after they looked for the check and I never heard from them. I expressed my concern to them about our credit rating and was told not to worry because they would not send to collection service. I am concerned about our credit rating since we got another bill today (9/3/2024) for $138.28. What did *************************** do with the check? He can't cash it. What business puts checks in an envelope until they get enough to send to home office?Why have we not heard from them? I told them I would contact the BBB.We can't put a stop payment on the check because they we charge us $250.00 to do that.Were we scammed?$829.56 is a lot of money for senior citizens who are trying to stay in their own home as long as possible by hiring people to do some of the outside work.

  

  Business response

  09/05/2024

  Thank you for notifying us of this complaint. We apologize for the delay in processing ****************** check and the stress this caused him. Our office has received his payment, and it has now been applied to his account. ************** should receive no further invoices for the remainder of the year. We appreciate his patience in this matter and encourage him to please call our office if he has any other questions or concerns.

  Sincerely,

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

  Customer Relations Manager

  Customer response

  09/05/2024

   
  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

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 13, 2024 I signed a contract with Fox pest control. For some reason they put the contract in my daughters name which is Natalie Hallett HALLETT but I signed the contract and I paid the initial $260 fee.this fee was supposed to be for the first three month treatment for pets. After the initial spraying of the house for pest, they were supposed to come back in two weeks to do another treatment. They did not show up for treatment. My daughter called them and left messages and after numerous calls, she finally got a call back from someone who said they were the manager. Long story short they have never came back to the house after the initial treatment and they have my $260 that I did not get the service for. June 13 I’ve emailed them twice and I even put a review on Google, but I have not heard from them at all.

  

  Business response

  09/05/2024

  Thank you for forwarding this complaint to our company so we could address it. Our Branch Manager has been in contact with Ms. Roberts, and he is directly coordinating her service. Our technician performed a full treatment today to address the ongoing pest activity. There will be no charge for today's service. We will continue to communicate with Ms. Roberts to ensure this matter is fully resolved. If she has any questions or concerns, we encourage her to please contact our office.

  Sincerely,

  Michelle Briggs

  Customer Relations Manager

*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. ↩