Bell Pest Control, Inc.

Review: First off I would like to say this has got to be the worst customer services experience I've had with any company. Every time I calls I have to speak with someone name [redacted]. She has always had a nasty attitude. I've been with this company for over 7 years and always pay for my services on time. She stated that I basically had my service for free. If I had my service for free I would like all the 7years for payment return to me. I work hard for my money and I don't get anything for free. I have statements to prove that I pay all my services on time. I don't appreciate someone telling me I get my stuff for free when I'm paying for it. She made it like they didn’t need my services. She told me that I would not find any one better than them. It’s not me losing, it’s them losing a customer and their reputation. That's when she push my button to the max and I accidently used one f* word on her. After that she hung up on me. I called back numerous times to ask to speak to a supervisor and she stated that there's no one for me to talk to. That she can't help me. She won't transfer my calls and hung up every time I called. After hanging up on me a couple of times she transfer me to a supervisor name [redacted].

Now [redacted] was rude too. The minute she picked up the phone she was saying she can't do anything for me because I cancel service with them. They have nothing to do with me because I'm not a paying customer. I'm appalled by the customer services they have for this company. I don’t know what kind of people they hired to represent this company, but this has got to be the worst I’ve experience. Her response has gotten me worked up. I’ve wasted my time calling to a company that won’t reply back and managers that are not responding. This might be a family company that’s why they are treating customers this way. They are listening to the workers and not the customers. I've been a loyal customer for over 7 years and the minute I want to cancel my plan this is how they treat me. Even the manager hung up the phone. She was so rude; she cut me off every time I said something. Never in my life have I been treating this way. I understand I was wrong for using 1 curse word, but that does not give then the right to treat me this way. It's very rude to not let people finish their sentence and cut me off while I'm talking. I'm not 5 years old and I'm sure they are not too. This company needs to train their staff with better customer service. Also she would not cancel my service. She told me to email of fax them. She won’t' even let me talk. [redacted] also didn't let me talk. The minute she picked up the phone she said I need to apologize to her for using the F*word. She said she heard me on a recorded line. I asked if she heard [redacted] saying I've been getting my services for free. You cannot tell a paying customer that they are getting their service for free when I'm paying you every month. Money does not grow on trees so you can't mess with people money. I've also asked some of my coworkers about this and they said it was wrong for her to say my service is free when I have proof that I'm paying for it. I'm sure one this goes through social media I will have the same response. I will prove to you that I'm, as loyal customer is right and I want punishment for the person that cause all time anger and waste of time. I’ll make sure to let your other entire customer know what kind of service you have and how you treat your customer when they want to cancel their service. I want to make sure people are aware of what they are paying for.Desired Settlement: If what she stated is true that I've gotten my service for free then I would like the 8 years of payment reimburse to me. I have proof that I’ve been paying for the last 8 years. I don’t think a person like her should be working as a customer service. She doesn’t care about the customer. The minute we cancel our service they want nothing to do with them. Stating them we can’t find any one better is not professional. I would like reimburse for all the payment I should receive for free.

Business

Response:

[redacted] called into our office 04/08/16 regarding a letter she received letting her know that we had performed an audit on her account and were changing her account from being done quarterly to every other month as originally agreed upon at the start of her service with us. During this phone conversation which had been recorded, [redacted] became enraged and cursed out our CSR calling her an f[redacted] b[redacted]; we do not tolerate such behavior and the phone conversation was immediately terminated. [redacted] continued calling our office and each time the CSR answered the phone, she yelled “F[redacted] you” into the phone, which again resulted in the phone conversation being terminated.[redacted]’s account was switched from a bi-monthly service to a quarterly service 5 years ago as a courtesy and it was only supposed to have been on a quarterly service for one year; after the year had been completed, the account was supposed to return to the originally agreed upon service plan. We allowed the account to be performed on a quarterly basis for 4 years beyond the promotional period.A recent review of the account revealed [redacted] had been calling in every month for services, but only paying for service to be done quarterly. The amount [redacted] was paying for quarterly service was not enough to pay for the amount of service she was being provided. We cannot service an account monthly without being compensated for it. We also no longer offer quarterly services to new clients as it is not as effective in eliminating pests as the bi-monthly services. In an effort to cut back on the amount of trips taken to her home and to make sure the services provided are effective, we had to switch the account back to a bi-monthly service as originally agreed upon at the start of your agreement.In one year on a quarterly plan, clients receive 4 regular services. Having 1-2 call back services is our normal, 5-9 is excessive. In 2015, [redacted] had 9 services done at her home, only 4 of which were billed services. In 2014, she had 9 services, only 4 of which were billed. It goes on and on. From the start of the account with us, [redacted] had a total of 63 services done at her home, 31 services were done forfree.The account was closed per [redacted]’s request. There is no money to be refunded.

Consumer

Response:

I am rejecting this response because: the unprofessional customer service I received from this company. If you check their review they have over 3o complaints about their customer service. I refuse to accept them giving people false information. I pay for my service every month and they are saying I received free service. This is what they advertise "The best thing about your service is that it is guaranteed, if you need us to come back between services the inside or outside then we will do that for no extra fee or charge." Do not tell me I'm getting free service when I have to call you back because I keep having the same issue. I would like compensation for all the time they have wasted. Like they say all the times I have to called for them to come back because they are not addressing the issue. I'm wasting my time and phone minute to call them. If they are getting the job done I would have to call them back. This company is a joke. The people they have picking up the phone is a joke. I have never in my life deal with people like this before. The way they treat their customer is not right. I've been with this company for 7 years and the minute I want cancel they have nothing to say to me. I'm no the only who is complaining about this. If you check all their review many people are having the same issue. People are being dupe in paying for a company that are not going with their words. We the people can't do anything about it and I wan justice for all the people who have been treated wrong by this company. This is not right and it will continue. This has got to stop. They have to get rid of those people are it will continue and will con many more people.

Business

Response:

We have gone out to this property to address each and every concern the client has stated. She stayed on service with us for 7 years because of the quality of service provided. It was only after we notified her that we are no longer able to provide quarterly service for her account that she became upset. We have provided this client with exceptional customer service and have gone above and beyond to accommodate her. We do not tolerate verbal abuse to our staff from anyone and have had to terminate communication with [redacted] for this reason. To directly quote an email sent to [redacted]:“I have looked at the reviews and they are a very useful tool for us. I do appreciate your feedback as we are always looking for ways to improve. There are a few bad, but there are far more great reviews, even in the reviews that are not recommended. If you look through them, there is 1 page of bad reviews, 6 pages of 4 stars and above. All feedback is valuable and we do take it into consideration. It is not our intention to have you leave upset, as I stated in my first email to you. The problem today is not that you wanted to cancel your service, the problem is that you were cussing [redacted] out and we do not tolerate verbal abuse. Phone calls are terminated immediately when there is foul language used.”We do offer monthly services and if that is what she wished to have, we would need to be compensated for that service. For 6 years we have gone to this home monthly, when she is scheduled for quarterly services (4 charged services per year). In order to guarantee the work being done, we needed to go back to the original agreement for bi-monthly service (6 charged services per year) since the quarterly service was not working for her. This has been explained to [redacted] in writing and verbally. The work is still guaranteed, she could have still called us back in between services if needed, but she would no longer be able to pay for quarterly services and receive treatments monthly. This is all in the service agreement [redacted] signed. She signed up for a bi-monthly service and that is what we were willing to offer her, she was not being billed for anything more than originally agreed upon. There is no money to be refunded. The account has been closed and there is no balance due at this time.

Review: Charges and late charges for account that was supposed to be closed.

Contacted Bell Pest Control at the beginning of summer to cancel our service. Was informed that we had a contract through July 2013. I was fine with that and told them that we would like the service cancelled upon the fulfillment of our contract. I assumed all was cancelled until I received a bill. Bell had attempted to debit my account, but my card had been reissued. I had no idea that I was still receiving service as I called to cancel two months earlier, never saw anyone complete a service, and never received a notice on my front porch (as I had in the past). I called a few times to inquire with no answer. I finally left a detailed message with a request to return my call. No return phone call from Bell. Instead, they sent the technician to my house AGAIN in October who performed a partial service of removing cobwebs. I was billed again for a complete service and incurred late fees. I called Bell and spoke with office manager [redacted] who said I owe for both months (and late fees) of $189 . I was told I was never cancelled because I didn't do it in writing. I absolutely understand the policy, but when I place a phone call to cancel a service, I would think they would, in good faith, tell me I needed to do it in writing. I was not given any indication that my service would not be cancelled until they received a written letter. When I stated that I didn't even receive a full service in October, she stated that they can "service our home at their discretion." Apparently, this means they can provide whatever service they want (even if our contract calls for a complete service) and still bill the full amount. I attempted to resolve the situation with [redacted], but the call was terminated when I asked for her last name.Desired Settlement: I am willing to pay for the August service without late fees, but am unwilling to pay for the October service being that I called and stated I was cancelling at the fulfillment of my contract (in July) AND I did not receive a full service.

Business

Response:

Initial Business Response

Per the service agreement, a cancelation notice must be sent in writing at least 30 days before service is due. Our records show that on [redacted] called our office on December 12, 2012 and spoke with a member of our office staff (notes are kept and timed stamped in accounts through our computer program. We keep record of all conversations and interactions with our clients). During that phone conversation she had wanted to cancel the account, saying that she no longer needed service. The CSR explained that they signed up for a yearlong service agreement and if they cancel before the year is up, there would be an early termination fee for breaking the contract. She also explained that if they would like to cancel, the notice would need to be sent in writing 30 days prior to service. [redacted] told the CSR that she would just keep the service for now; her husband was the one who signed the service agreement so she wasn't aware of the contract.

Because we never received a cancelation notice, we continued to provide service to the property as outlined on the service agreement. The account became delinquent in September 2013 for services performed in August. Statements are mailed monthly to accounts 30 days past due and over and statements were sent to the property. In addition to the invoice left at the home, a digital copy is emailed to the email address provide when the service was started; [redacted]@gmail.com. Per the request of the client, our technician calls the night before he is coming to their home to provide service.

In an attempt to collect the past due balance, our technician called on 10/22/13. He left a message that the service is due and was he was hoping to make payment arrangements also letting him know that he would be able to pick up the payment from the home if that would be easier. Our technician went to the home 10/23/13 and spoke with Brad. He let Brad know that there is a balance due on the account and that he was there to perform the service; Brad told our technician that he would give our office a call. Our technician did do a service at the property.

On November 4, 2013 a cancelation notice was received through our cancelation website and the account was canceled that day.

The balance due on the account is due and payable for services provided. We are more than happy to reverse the late fee's from the account.

We offered to send a technician back out to the property this month if needed, but we do need a payment for the past due balance coming from Augusts service. Our offer was declined but we would still honor our offer through the end of this month 11/29/13

Review: I called and asked for a one time service which they said they could do. I found out today they charged me for the one time fee in addition to signing us up for a year contract for every other month service. If we try to cancel the service now they will not only charge us for $179 one time fee(already charged), but also the $79 monthly fee and additionally a cancellation charge of $159. I had called ahead to make sure that a one time service was possible, the person who answer had to call the owner first then called me back and said they could. Yet now we're being charged a total of $417 for a problem that still exist.Desired Settlement: There should have never been a contract at all, and no cancellation fee would have been required. The problem still exist but I'm willing to pay for what was done. I set this service up for a friend house and she is being charged outrages fees because of me. She has trouble understanding English and that is one of the reason she trusted me. Her name is [redacted]. Please help us with this matter! Thank You!

Business

Response:

Bell Pest Control does indeed offer one time services with limited guarantees. The service agreement which was requested from the home owner, [redacted], was for the maintenance program which has a one year service term. The service was started at the home on 07/10/15. At the time of that service, the technician went over the terms and conditions of the service agreement and the client ([redacted]) initialed and signed the service agreement, agreeing to the terms and conditions therein. The service agreements state the following: “BELL PEST CONTROL agrees to provide pest control services by inspection and necessary application of control measures performed on the described premises. In exchange for the discounted initial service, this service agreement will commence for NO LESS THAN 12 MONTHS from the date of the first service. Accounts canceled prior to fulfilling the one year commitment will be required to reimburse the discount offered on the initial service. The regular initial service charge for a home under 2500 square feet has a minimum cost of $185. After the one year commitment service will continue on a service-to-service basis, SUBJECT TO WRITTEN CANCELLATION NOTICE AT LEAST 30 DAYS BEFORE SCHEDULED SERVICE. It is agreed that the premises will be made available for inspection and/or treatment by BELL PEST CONTROL as often as necessary to control the specified pests for the duration of this agreement. ALL ACCOUNTS WILL BE CHARGED ON THE MONTHS THEY ARE SCHEDULED FOR SERVICE. If BELL PEST CONTROL is not allowed to perform service during a customer’s billing cycle, the customer will be billed during that billing cycle.” The agreement also states: “GUARANTEE: While on a continual service plan, in the event that any targeted pest reappear on the interior or exterior of the structure, upon request to us, we will retreat the interior or the exterior of the property at no additional charge. If we do not hear from you we will assume that the problems have been resolved.” This property was serviced for the first time by Bell Pest Control on 07/10/15. As it is also outlined on the service agreement, during the month following the initial treatment, Bell Pest Control renders the first regular service for $79 which was scheduled to be performed on 08/03/15. The total for the cancellation and the fee for the regular service scheduled for August is $254, not $417. This account was not billed for the cancellation fee, nor was it billed for the service which was refused for August. The card was initially billed after the cancellation for $175 and was promptly refunded. This account has been closed and was not held to the normal terms of the service agreement; the account has been completed closed and there is no balance due as we reversed all charges. Thank you, [redacted]Office Administrator

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

All though I do not agree with the statements made by Bell Pest Control and as long Bell Pest Control keeps their word this time to not have any additional charges billed to the credit card, I gladly accept this resolution. It's most unfortunate that this matter could only be resolved through the Revdex.com. I'm grateful and thankful for the Revdex.com of Northeast California for a satisfactory resolution in this matter.

Review: Not only did the tech not show up for scheduled appointments, or not show up for the months we requested. Our house has only had one service, even though we asked for the technician to come every month until our pest problem was under control.

We were set up for auto pay, our credit card was stolen. I called in to advise the office and mailed in a check for the service. I was told by [redacted] today that our check was never received. So today I stopped payment on the check.

In the mail today dated December 1st, 2015 states that our account would be closed on December 30, 2015 for nonpayment. Also was an invoice dated 11/30/2015 in which on 11/24/15 we are already being charged an early cancelation penalty?

I asked why the technician didn’t show up on Friday, December 4th as I was here waiting. [redacted] advised me that the account was already closed. Also asked why no one called to advise us, and she said it was a waste of their time (Bell Pest Control).

I have no problem paying for my service, BUT I NOT getting service and already being charged for an early cancelation penalty. I don't want Bell Pest Control service if the management can't follow thought on the techs not performing the service, or showing up. My husband never told Joe the tech not to service our home.Desired Settlement: They have closed my account in bad faith. I don't want to get charged for service not received or an early cancelation penalty. Bell Pest Control cancelled my service. They don't want my business.

Business

Response:

[redacted] started service with Bell Pest Control on 08/11/15. In exchange for signing up for a year of service and putting her account on automatic payments, her very first visit (valued at $185) was done at no charge. If the account is cancelled prior to fulfilling the one year service commitment, the client ([redacted]) is responsible to pay for that initial visit. Our first 2 visits are performed back to back; the second service was performed at the home on 09/29/15. [redacted] chose to have her payments come out in monthly installments of $42. The card provided to us at the start of the service, only went through in September and has since been declined.Our service tech called [redacted] 11/16/15 at 4:12pm and left a message that he would be out the following day to perform service and collect payment for the past due balance. The service tech arrived at the home at 7:47am and spoke with Mr. [redacted] who told [redacted] that he had no intention of paying for the past due balance, that this was his wife’s account, and requested for the tech to leave and refused to allow him to perform service. [redacted] contacted our office and said that she would give the tech payment and scheduled for the tech to go back to the home on 11/23/15 at 9am. Upon arriving at the home per [redacted]’s request, our service tech was once again asked to leave.At 9:05am, [redacted] contacted our office. She said that the tech was at her home and spoke with her husband but told him that no service would be rendered if no payment was made. During that phone conversation, [redacted] said that she had mailed in a payment in the amount of $42 in a Bell Pest Control envelope. She was informed that we have not yet received that payment. At that time, another appointment was set for 12/04/15 between 12-4pm on the condition that we received a payment for the past due balance. Payment has not been received, so no service was rendered and the account has been closed and charged as outlined in the service agreement.[redacted] contacted our office today and we tried to resolve the issue for her. We offered to take a payment over the phone and we were refused. [redacted] was informed that the account was closed due to the past due balance and that there has only been one payment made on this account ever. The balance due is for the service performed in September, the service charge for November as outlined in the service agreement, and the cancellation fee for not fulfilling the one year service obligation. In order to reactivate the account and reverse the cancellation fee, payment would need to be made for the service performed in September and the account would have to be set up on automatic payments through a checking account.All the terms are clearly outlined in the service agreement which [redacted] signed: “BELL PEST CONTROL agrees to provide pest control services by inspection and necessary application of control measures performed on the described premises. In exchange for the discounted initial service, this agreement will commence for NO LESS THAN 12 MONTHS from the date of the first service. Accounts cancelled prior to fulfilling the one year commitment will be required to reimburse the discount offered on the initial service. The regular initial service charge for a home under 2500 square feet has a minimum cost of $185. After the one year commitment service will continue on a service-to-service basis, SUBJECT TO WRITTEN CANCELLATION NOTICE AT LEAST 30 DAYS BEFORE SCHEDULED SERVICE. It is agreed that the premises will be made available for inspection and/or treatment by BELL PEST CONTROL as often as necessary to control the specified pests for the duration of this agreement. ALL ACCOUNTS WILL BE CHARGED ON THE MONTHS THEY ARE SCHEDULED FOR SERVICE. If BELL PEST CONTROL is not allowed to perform service during a customer’s billing cycle, the customer will be charged during that billing cycle. No service will be rendered on accounts past due more than 60 days. Accounts past due 90 days are subject to cancellation and any applicable fees will be applied.”[redacted]Office Administrator

Review: We are being billed $69.00 for service that we did not receive.

We cancelled our service with Bell Pest Control on August 3, 2013 and contracted with another company [redacted] Bell Pest Control is billing us for $69.00 for September 2013. [redacted] identified herself as the manager, she stated that someone was at my house for 23 minute in September and we had to pay the bill or it would be turned over to collection. I told [redacted] that we cancelled our services in August with Bell Pest Control and a Technician from her company had not sprayed our home, she called me a liar, and stated the she believed her Technician and we had to pay the bill. Our account number with Bell Pest Control is #XXXXXX.Desired Settlement: Reversal of the $69.00 Balance that Bell Pest Control is stating that we owe. We would like not to be billed $69.00 for service that we did not receive.

Business

Response:

Initial Business Response

On September 3, 2013 our technician [redacted] went out to the property to perform the scheduled service as outlined on the service agreement. He was at the home at 11:58am and did indeed perform the full service. When [redacted] was at the property, the client did let him know that they wanted to cancel the account. He let them know that this would be their last billed service and that they would just need to submit a cancelation notice in writing through our cancelation website. He was permited to perform the service at that time. Our records show that the cancelation notice was received through our cancelation website on September 3, 2013 at 12:10PM.

A copy of this cancelation notice has been mailed to the client in addition to the copy they received to the email address provided with the cancelation.

[redacted],

Thank you for submitting your cancellation request. Below is a copy of the detail we received for your records:

Name: [redacted]

Email: [redacted]@aol.com

Phone: XXX-XXX-XXXX

Address:

[redacted] Way

[redacted] CA XXXXX

Reason for change:

Other

Description:

We would like to end the service. Thank you for the services provided by [redacted]. He has been great.

All accounts are canceled upon receipt of the cancelation notice per the service agreement. It is required that the notice be sent at least 30 days before service is due. [redacted] was at the home and did provide service to the property. We have reversed the late fees from the account and are asking for payment to be made on the account for services rendered.

Bell Pest Control has treated us with nothing but rudeness and extremely poor customer service with regard to cancelling our service. We CONTINUE to be charged for services not rendered...we moved from the service property over 2 MONTHS AGO and are continuing to be charged. We have had to file a fraudulent charge claim against them with our bank and place a stop payment on any further attempts by them to collect money for services NOT rendered. We went through all the correct procedures to notify them of our desire to cancel services due to our move and were met with rude customer service agents, no return calls and, ultimately, a "too bad" attitude! HORRIBLE BUSINESS PRACTICES...cannot understand how they maintain an A+ rating when, after doing some research, found that we were not the only ones dealing with this type of issue. Revdex.com, you need to address this issue with them immediately...they do not deserve an A+ rating when they operate their business by continuing to collect fees for services not rendered or cancelled.