Animal Control Solutions, Inc

Review: Engaged this company to eradicate raccoons from attic. Two days after their trapping treatment, which did not result in capture, the raccoon was back. The company told me I would have to pay full price for a second treatment. I asked what policy would be if they still don't catch the animal, they told me this time they would have no problem catching the raccoon because they would use more trapping techniques, including a trained dog. I asked why those techniques weren't use first time, to which I was told the manager would call me to discuss.

The next call I received from them, they said I would have to pay the full price for second treatment, but they would give it back to me only if I agreed to let them do the $4200.in repairs. I felt I was being manipulated into an agreement that I was not comfortable with. I asked for a refund. They refusedDesired Settlement: I would like my money refunded $350.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Animal Control Solutions regarding complaint ID [redacted].

Regards,

Business

Response:

[redacted],Thank you for the feedback and the opportunity to service

your home. We care deeply about our customers and offer complete solutions to

all types of problems.Upon assessment of your home recommendations were made to

completely solve your problem. At the time you elected to have the problem

addressed by a trapping program, this program is time based. Monday-Friday

program.Your trapping program ran from March 30, 2015 to April 3,

2015. Monday to Friday.Unfortunately by only performing the trapping program without

the necessary repairs this reduced the success of the program and did not

completely solve your problem. After the trapping program was complete; on

April 15, 2015 you contacted our office requesting a refund of the monies paid

for the services rendered, in lieu of a refund we offered you an additional 5

days of trapping for FREE a service which you declined. Unfortunately we can

only suggest the best method to resolve a problem ultimately it is the customer’s

choice of services we can provide. We have been business in Northern Virginia since 1991, and

have successfully serviced over 25,000 homes. We attribute this success by

offering complete solutions. I’m sorry you did not elect to have your issues

completely resolved by our company and we wish you success in solving your problems

the way you feel necessary. Thank you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

I find this correspondence from Animal Control Solutions four plus months after the complaint was filed to the Revdex.com to be extremely inadequate. The Revdex.com notified me after its required response time had expired that Animal Control Solutions had failed to address the complaint, and that the Revdex.com had closed the file. This speaks volumes as to the integrity of this company. I fully realize that this incident is a case of my word against theirs, I stand by my account.

Regards,

Review: We signed up for rodent services (rat problem in the neighborhood). According to the contract and the invoice for the services we were to receive a month long bait box program that entailed re-baiting the bait boxes weekly for one month. After that one month of service, the service was to switch to a once a month program. We did not receive the month long weekly service as promised and the company is refuting that we even ever signed up for it with one of their employees calling me personally at 8:30am on a weekday morning to ask why I requested his showing up to re-bait the boxes when he was just there "a few days ago." He had actually been there one week prior and I had to ask the company for him to come out and service as paid for and contracted. The company at that time acknowledged the initial 30 days service but one week later when inquiring about the next visit scheduled time I was told we did not have this service and were instead on the monthly service (but we never received the initial 30 day treatment plan).Desired Settlement: We had used this company before for a squirrel trap and removal program and they were great. I told them this and have requested the same quality service for our rodent program. I would like "proof" that they have re-baited the boxes weekly for 30 days (for the squirrel program they provided me with pictures of the traps and documentation of environmental observations)--I would like this same service for the rat treatment (pictures of the bait box in its location, picture of the "old" or "removed" bait and a picture of the new bait in the box). I do not this this is too much to ask as they already have the capability to provide this service to their customers. I would like these pictures to continue for the remaining duration of our contract (1 year).

Business

Response:

Mrs. [redacted] and her neighbors were presented two options at time of estimation; They could opt for a 30 day program that included 4 weekly visits each unit would be charged $325.00 for this service or a 2nd option was given for an annual monthly service of $190 setup and a monthly maintenance fee of $50 per month for monitoring. Mrs. [redacted] signed a written service agreement for the annual service that includes monthly monitoring. (see attached signed service agreement). Mrs [redacted] called the office regarding her service, it was explained to her there were two options and she chose the annual option, she stated she wanted the weekly checks for the first 30 days at that time it was offered to her to set that up for her but that was not the service she was charged for and we would need to complete a service agreement for the change in service and the difference in price. a 30 day program with weekly monitoring visits is an aggressive approach and has a cost of $325.00. The annual program with monthly monitoring is $190 and $50 per month. Mrs. [redacted] decided that she would prefer to cancel the annual contract completely, I agreed to cancel her annual contract with no penalty to her. We sincerely apologize for the misunderstanding to Mrs [redacted] and since have made further strides to improve the explanation process that surrounds these services.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business is definitely not telling the whole truth. They told us to our faces that our service would include 30 days of a weekly service (changing and checking bait boxes weekly) and then would proceed to once a month. All the neighbors were informed of this and, in fact, they DID put that language in my other neighbor's estimate. I have attached her paperwork (which is the same as mine otherwise). Also, here is the screencast in the event that attachment doesn't open: [redacted]

Review: I contacted Animal Control Solutions (ACS) about a bad smell coming from the exhaust fan in my master bath and to get rid of the birds that I observed coming through the outside vents. ASC sent out an estimator who caped off 2 of the 5 penetrations and removed a nest in the attic. He said that additional work had to be done since there was a large nest in the attic and another between the 1st and 2nd floor. Initial charge was for $300+ and the estimate was for an additional $1900+ due to having to remove the drywall between floors. On the 2nd visit, the owner of ACS Mike, did not remove the dry wall, said that it could be done from the outside. The price was not adjusted for lesser work. They removed the attic nest (no new insulation added), a nest between floors and replace a vent pipe. They left tools behind and the nest on the lawn and black hand prints on the ceiling. The smell persisted and I called them back. They again sent out the estimator, Mike's son, who told me he could not smell anything but would return another day to "bomb" between floors to get rid of the smell. During his inspection, he dropped the vent fan twice, once after he installed it without screws. I have since had to replace the fan myself and noticed that he did not connect the vent pipe to the fan. The smell was still there, I again called several times and was told that there was nothing further that they could do. I called Mike on his cell and he said that he would personally take care of it. He then rescheduled the appointment. Another team came out to vacuum the vent pipes, I told them that I wanted the vent covers removed and the space between the floors inspected. They found a HUGE NEST that should have been found during the initial repair. This is what was causing the problem and how they missed it is beyond me since they replaced the vent pipe in this exact location. I took photos of this entire process. I have had to be away from work a total of 4 days, two of which were valid.Desired Settlement: I have asked for a refund and was denied, "We were paid to solve your problem and that is what we did..." Although you outlined how much time you took off work, we too expelled numerous resources" and "all work was done as outlined in the contract". It is not my fault that they expanded additional resources, and the work was not done as outlined in the contract since the drywall was never removed and no additional insulation material was added to the attic, just the old stuff moved around.

The work performed was substandard, their customer service lacking and at times abusive.

I was overcharged for work that was not done as by the estimate/contract. I had to take additional time off work and I had to not only clean up after them but to also fix a broken vent fan.

I believe I am entitled to a full refund and an apology, since this whole ordeal could have been avoided if some attention was paid to the work being performed and the contract was followed as prescribed.

Business

Response:

We strive to provide the best possible solution on the first visit, however there are times when it requires additional visits to achieve the desired results. We continued to take care of Mr. [redacted] and resolved the issue. We sincerely apologize for the time involved in this process. We will not be issuing a refund at this time, services were rendered and the desired resolution was achieved.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business did not answer my complaint about the quality of their work, the fact that they did not follow the work order and took massive short cuts. They failed to remove a large nest that was right in front of them. They did not clean up after themselves and left tools behind and most importantly...made no attempt to compensate me for work time lost due to their very poor workmanship.Telling me that they completed the work to my satisfaction is a total inaccuracy. Customers who are satisfied do not complain! I would also like the photos of my house removed from their web site/ Facebook account as I will not be party to their advertising and it is extremely unprofessional to use the home of unsatisfied customer to further their business. I would like to be reimbursed for materials that were NOT USED but that I was charged for, i.e. attic insulation, drywall and drywall repair ($1000+) and for my time. This is like going to get new tires but only having them rotated but still charged for the new tires and having to go there 5 times. If this sound insane, than why did I pay for services NOT RENDERED?

Regards,