Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a 1 year contract for services for pest control and lawn fertilization, weed control. On the first application of weed killer, 2 of our ornamental bushes were killed & some patches of lawn killed. We have had 2 people from Prime Pest & Lawn document our damage in person. We have asked repeatedly to let us out of this contract without paying the $399.00 fee. This company will not respond to us at all. We keep getting a bill from them.

  Business response

  01/11/2025

  *****, your last service from our company was in October of 2024. What I can see is your account is no longer active and is a cancelled account. We did not process any cancellation fee and no further charges were made. 

  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

  12/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2024, your salesperson approached my residence unsolicited, offering lawn fertilization and pest control services. During this interaction, your representative explicitly promised: 1.An initial application fee of $108.25, followed by $70.36 every two months. 2.The ability to cancel services at any time without penalty, should I be unsatisfied. 3.Comprehensive pest control (including wasps, ants, and weeds) and the necessary tools, such as a 30-foot extension for roof services. At no point was I informed of a mandatory contract or any cancellation fees, let alone the arbitrary and contradictory amounts later cited by your company. These omissions and false assurances constitute clear misrepresentation designed to induce a sale. Gross Non-Performance and Breach of Contract Your company completely failed to fulfill its obligations under the agreed terms: •The technician sent to my property refused to perform the promised roof pest control services, initially claiming a lack of equipment and later demonstrating incompetence when provided with the necessary tools. •The technician arrived without essential tools, such as a ladder, which I had to provide. •The lawn and pest treatments were applied so haphazardly that large sections were left untreated, resulting in persistent pests and significant lawn damage due to chemical misuse. After three failed service attempts performed by the same technician (even though I had requested a more qualified one), I terminated the agreement during a recorded phone call with your representative on July 30th 2024, citing your company’s breach of contract, misrepresentation, and non-performance, and informed her that payments were revoked. These charges were made without authorization, despite no services being performed during these months. This constitutes a blatant violation of the Electronic Funds Transfer Act (EFTA) and fraudulent billing practices. $75 in August, September, October, and November 2024

  Business response

  12/21/2024

  We have gone ahead and refunded a total amount of $351.80 and closed this account. No further charges will be had. We hope this satisfies your request. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few days before our first service which was on July 28th, 2024, a salesman representing Prime Pest and Lawn out of Las Cruces NM knocked on our door and talked to us about the pest service we were receiving and some of the issues we had with our previous company. We were leery to switch, but he made us a special one time first visit offer, that sounded to good to be true. We were not under contract with our previous company so, we decided to try this new company. It seemed great when they came, sprayed and left for a 54.09 charge for what was supposed to be a three month service. A month later we found out why it was too good to be true, they charged again, full price 70.32, then again the next month 70.32. We were never told this was a monthly charge without any additional service, and did not agree to future service. After three months a tech no longer affiliated with them, but paid by them shows up to spray again. Walked around the yard for a minute and left with basically nothing done from what we could tell. But again, another 70.32 charged. Next month they showed up again but this time we refused service and told them no more. Again they charged 70.32 without any service. We had one initial bug spray and have been charged 5 times by this company while only agreeing to the one original service.

  Business response

  12/02/2024

  *****,

  This is part of our NM office. I have looked up your account and I have attached your signed service agreement. I am seeing that you signed up for a bi-monthly pest and lawn service with us in which you received the first service discounted, and are paying $65 a month plus tax for that every other month treatment. Looking at your agreement you actually signed it not once, but twice, acknowledging the details of the agreement, price and frequency. It looks like you are requesting a full refund yet services have been rendered on your property. I will have to get in touch with the owner of that location to discuss the next steps. The best thing I think would be to close this account without a penalty as stated in the agreement. Which is your responsibility. If we choose to discount or waive that it would be at their discretion. Unfortunately it is hard to do a he said she said situation, and so we must go off of what is written and signed and acknowledged with your information and signature which is all I have in front of me. If we can work out closing your account without future charges would that be a sufficient middle ground?

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November of 2023 we purchased a **************** The previous owner was using Prime Pest Control for ***** a month. As far as I knew there was no contract and we never signed one. We had a problem with roaches and wanted it taken care of. We used them and paid them this ***** and this problem was never solved so I decided to hire another company I had heard was very good.I called the office and let the girl know I was hiring someone else and didnt need the service anymore. I asked them to quit charging my autopay.Thats when they told me I have a two year contract and cancellation fee would be ******. I told them I had no contract and they emailed me the signature which was the previous owners. I then said that I never signed a contract with them so I dont feel I am liable for a cancellation fee.They disagree and are turning over to collection. I told them ok I will deal with collections.Their employee ***** who i setup times for spraying and things like that then texted the owner of my place if business and threatened him that he would tell all over town about our unsanitary conditions and turn us over to the health department.

  Business response

  11/25/2024

  Unfortunately this is for NM. We do not have anything to do with the NM customers and are not aware of this situation. Based on the initial reading of the complaint, if you purchased the business I would think you would assume any and all contracts per the lease agreement and purchase order for anything under contract on that establishment. Obviously that is between you and however the terms are of that business purchase, but that seems standard. Please reach out to the local office of NM (575 number) and they can further assist you in the matter. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had unsolicited pest company rep. **** by the house asked if we needed service. I said we were selling house. He said they were spaying houses around mine so I signed up for a one time spray so all bugs would not converge on my property from other sprayed lots. Then I notice a billed on bank statement. Called number of prime pest to work out this problem they threatened me. I talked to one of the techs they told me my problem was not the 1st. I called my cc company they could not get an answer. They are still hassling me. Want my money back.The rep lied to me. And I've tried to talk to these people. I've asked for a manager to call me. No call.

  Business response

  04/18/2024

  Hey, youve messaged us in ****. We dont normally handle other branches. It sounds like theres been a misunderstanding and well get this resolved and get the account closed. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 2023 *********** advised I would only pay $37 for services 4 times in the year and I was falsely placed in a 12 month contract. To cancel the contract they are charging $350. The experience I had with this company was nothing short of a nightmare, and I feel compelled to share my story to warn others about their unethical practices. the sales representative who approached me at my doorstep made numerous false promises regarding the cost of their services and the terms of the contract. They assured me that their pricing was competitive and affordable, only to later reveal hidden fees and additional charges that were never mentioned during the initial sales pitch. This blatant deception left me feeling cheated and taken advantage of.The sales representative misled me about the terms of the contract. They assured me that I could cancel the service at any time without any penalties or fees. However, when I attempted to cancel the service due to their dishonesty and poor performance, I was met with resistance and told that I would be responsible for a hefty cancellation fee. This complete disregard for honesty and integrity is unacceptable and reflects poorly on the company as a whole.To make matters worse, their customer service was abysmal. When I attempted to voice my concerns and seek a resolution, I was met with indifference and a complete lack of accountability. It became evident that this company prioritizes making a quick sale over providing quality service and customer satisfaction.In conclusion, I strongly advise anyone considering hiring this pest control company to proceed with extreme caution. Their deceptive sales tactics, hidden fees, and lackluster service are clear indicators of their unethical business practices. Save yourself the headache and disappointment by seeking out a reputable and trustworthy pest control provider that values honesty, transparency, and customer satisfaction.

  Business response

  08/03/2023

  *****, were sorry for the situation youre put in. Its showing that youre down in ** which is a completely separate branch from the one here on the BBB as were in UT and its unfortunate were getting a complaint when we dont have control or access to out of state customers. Im guessing its sounding like a big misunderstanding. Based on what you stated, it sounds like it would be $37 X 4 services. So $148 for a full year of pest control, which would include re treats at no cost. Over the past couple years people have enjoyed smaller payments monthly rather than larger quarterly bills. Yes we come out quarterly, but its billed monthly for the convenience of smaller payments. Ive been in the industry over a decade and of all the companies out there, I do not know any that charge 37/quarter for pest control. Most commonly 99-139/quarter is more average these days. Which would fall in line with $37/monthly billing for quarterly pest. If it were only $37/quarter a business would be in the red and be significantly losing money. Im sure you understand business expenses and the vast variety of things that go into it (tech pay, gas, insurance, product, equipment/etc etc). So really this just sounds like a misunderstanding on the price. All of it would have been emailed to a customer for your review upon the day of service. People usually read the paragraph before signing anything which Im assuming you may not have based on the misunderstanding which outlines it is not a one time service, but a year of services. Regardless, I will try to forward this to the right person and hopefully they can get you better taken care of. Its unfortunate that our **** office is taking the hit for something we had nothing to do withI may ask that this be updated or removed as every location has different owners so its affecting businesses and franchise owners individually when we really dont know who you are. I will do what I can to get someone who can help you to reach out. 

*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. ↩