Bug Busters Pest Control Services Inc.

Our service agreements clearly state that there is an automatic renewal of the account unless the customer provides a 30-day written notice of cancellation prior to the renewal. However, and in the spirit of customer service, in this instance Bug Busters will delete the cancellation fee and
will not charge the account the typical $***.Thank you

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

*** from the company called and stated that he has been able to speak with the consumer and they have agreed to refund the full amount and the consumer will return the traps

*** *** ***">Regarding case# ***;The notice says that this is your second attempt in contacting us, andthis is the first notice I have received. I am not sure where thecommunication error occurred, but nobody in management here was aware ofthe case.As stated, the *** residence was was treated with heat and followupswere conducted which consisted of liquid treatments of the home. Pleaseunderstand, getting rid of bedbugs is a process. It involves a commitmentfrom the customer to be fully prepared for treatment and a commitment fromthe pest control provider to followup until the situation is resolved.Sometimes this process can take more than a month, depending upon thescope of the infestation and the customers cooperation in preparation fortreatment.I see two errors our technician made in this case. First, he should havenever told the customer that the initial treatment would take care of theproblem; in fact, that information should have not have been communicatedon subsequent visits either. We have this policy for a few reasons,first, bedbug nymphs can hide in extremely small cracks and crevices.Secondly, eggs can be deposited in even smaller crevices, and may hatchbetween treatments. As you can see, it is sometimes necessary to makemultiple trips to kill these pests.The second error I see is that our employee told the *** that they wereout of warranty on their treatment while they were still seeing bedbugs.While this was technically true, it is our company's policy to continuetreatments until the bed bugs are gone. There are only a few exceptionsto this rule. If the customer has guests or tenants that change addressesfrequently and it is obvious that they are re-infesting the home bycarrying bedbugs in from other areas. In these cases we offer a bedbugprotection plan to protect those type of customers.I will reach out to these customers now that I am aware of their situationand see that it gets resolved. We have many success stories shared bycustomers who had bedbug issues, and it is my desire to see that we addthe *** to this list of satisfied customers.Thank you and please do not hesitate to contact me if you have furtherquestions.*** *** *** ***

Our protocol for credit card transactions is to submit all credit cards monthly. Unfortunately, with systems there are glitches and bugs that need fixing from time to timeWe have since purchased and implemented a new system that automatically charges the credit cards on file
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In review of the notes we also see where she has tried to reschedule and cancel in the past several times; we have documented notification in the file where the Customer Service Representative (CSR) has always responded to her and sometimes was not able to reach her; regarding the past due amount, the standard procedure is for us to contact the customer and pursue payment; also in terms of scheduling and contacting the customer, the Staff are contacting the customer ahead time and contacting each customer in advance, also the Service Manager has solutions in place to resolve all her issues; the materials and products we use are eco-friendly and will not harm any of her pets, children, etc
We would like another opportunity to fix these issues, and also we could then waive the next service price for her, however if she does not allow us to service her home since she is in a Service Agreement, then the $charge would be applied to her account plus a $termination fee would also apply; also, as a professional courtesy and a good faith gesture, we can credit half the $termination fee (in the amount of a $credit) for any future pest control services or other services that we offer if in fact she does decide to cancel her Service Agreement with us. We would like to professionally resolve her issues. Thank you

Revdex.com:
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.
Nice try, but I did try to work with you, and I had you come back out to retreat my home; And once again the technician conveniently "forgot" the tool necessary to treat around the windows, the porch, and the deck. It appears to me from your response that you expect me to possibly wait until next year to see results from your service. This is simply unacceptable. A contract is an agreement between two parties. You agree to perform a service, and in return I agree to pay you. If you fail to perform as agreed, then you have broken the agreement, and I am no longer liable to pay you.  We made it quite clear that we are not satisfied with your failure to treat the areas of concern, and once again you sent out a technician who was unequipped. How is it reasonable to expect me to be satisfied and happily pay you for your customer service failure. I feel we have been cheated by Bug Busters. You have no regard for your customers time our resources. It seems you expect me to pay you, and then require that I babysit your employees to ensure that they are performing the service.  Regards,
[redacted]

This customer entered into a service contract and refused to allow our company a chance to address their concern. Our guarantee is that should the customer be unhappy with the results of our service, we will return at no additional charge to address the issue until they are happy. Should,...

ultimately, we fail to exceed the customer expectations we will refund the last payment made by the customer.This account did not allow us to respond to their inquiry, did not allow the time necessary for our services to be effective, and failed to honor their commitment to us under the agreement.The early termination fee is applicable and will not be reversed.

Ants are a colonizing species; who’s colonies could be a significant distance from the area being treated. This control is most effectively done with the utilization of baits, with tertiary capabilities. We did dispatch a technician to Ms. [redacted] on 1/6/17 as expeditiously as possible, from her...

request service on the afternoon of 1/4/17. Upon arriving we determined that the species we were addressing was pavement ants. Pavement ants have expansive colonies that are best addressed using baits. The use of baits requires the ants to carry the bait back to the colony and disperse it for colony elimination. If this is not done, you can alleviate symptoms without actually effecting the colony and the problem will return. When we did return, the problem (as Ms. [redacted] states) had dissipated within the timeline we had prescribed. The correlation to the store bought products was merely a coincidence within the timeline of our treatment. When Ms. [redacted] addressed this with the technician, he attempted to explain that there were some similarities in store bought baits, in the sense that they work by carrying it back to the colony, but that the commercially available products we utilize have multiple levels of tertiary capabilities that the store bought products do not. Ms. [redacted] signed a 1-year agreement in July2016. In the agreement it states that “This agreement is for and initial period of one year, and will renew itself annually unless either party cancels this agreement by giving thirty days’ written notice before any expiration date. The purchaser may terminate this agreement by paying 25% of the total contract price ($125 minimum charge) of this agreement term and paying any and all past due charges to settle the account.” It is our position that we have provided the contracted service within the standards mandated by [redacted] and within the preferred practices of the [redacted]. We performed an additional service charge, free of charge. The activity did dissipate within the timeline that the customer admits we determined she would see success.

Revdex.com spoke with [redacted] from the company and he stated that he will have [redacted] contact the consumer to set up an appointment.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

The promise to refund was completed. No further action is required.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

[redacted]Regarding case# [redacted];The notice says that this is your second attempt in contacting us, andthis is the first notice I have received.  I am not sure where thecommunication error occurred, but nobody in management here was aware ofthe case.As stated, the [redacted] residence was...

was treated with heat and followupswere conducted which consisted of liquid treatments of the home.  Pleaseunderstand, getting rid of bedbugs is a process.  It involves a commitmentfrom the customer to be fully prepared for treatment and a commitment fromthe pest control provider to followup until the situation is resolved.Sometimes this process can take more than a month, depending upon thescope of the infestation and the customers cooperation in preparation fortreatment.I see two errors our technician made in this case.  First, he should havenever told the customer that the initial treatment would take care of theproblem; in fact, that information should have not have been communicatedon subsequent visits either.  We have this policy for a few reasons,first, bedbug nymphs can hide in extremely small cracks and crevices.Secondly, eggs can be deposited in even smaller crevices, and may hatchbetween treatments.  As you can see, it is sometimes necessary to makemultiple trips to kill these pests.The second error I see is that our employee told the [redacted] that they wereout of warranty on their treatment while they were still seeing bedbugs.While this was technically true, it is our company's policy to continuetreatments until the bed bugs are gone.  There are only a few exceptionsto this rule.  If the customer has guests or tenants that change addressesfrequently and it is obvious that they are re-infesting the home bycarrying bedbugs in from other areas.  In these cases we offer a bedbugprotection plan to protect those type of customers.I will reach out to these customers now that I am aware of their situationand see that it gets resolved.  We have many success stories shared bycustomers who had bedbug issues, and it is my desire to see that we addthe [redacted] to this list of satisfied customers.Thank you and please do not hesitate to contact me if you have furtherquestions.[redacted]

Revdex.com:
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.I do have a contract with this company however with that being said, I should not have to wait extended periods for services for a pre-existing condition.  Additionally, all areas of my home should be eligible for treatment under my contract.  The technician dispatched on 1-16-17 only treated one area inside my home after asking where I witnessed "the most ants at".  He then spent the rest of his time on the exterior of the home.  The second technician (1-20-17) did not witness any ant activity but inquired as to why the initial technician did not treat molding and baseboards in adjoining areas.  For the record, the bait in my home was purchased by me.  Your first technician did not place any in the home and the second technician advised that what he would put down would be  similar to what I purchased.  Again, if I have a contract why was I offered limited treatment.  I am not a professional however, I have been informed that professionals have tools to track ant trails. For the record, as a "contracted" customer, we are not expecting delayed services for pre-existing conditions.  I contacted your agency on 1-4-17 about an ant infestation and was contacted on 1-5-17 at which time I was advised that my quarterly appointment was already scheduled for Monday, 1-9-17. It had to repeatedly assert myself to obtain the appointment on 1-6-17 @ 8 a.m. (Being informed that the service technician was coming from Waverly was irrelevant to my need).  Additionally, I contacted Samantha on 1-16-17 to increase her awareness that I was told to wait until 1-20-17 however the infestation was even more of a problem.  I spoke to Matt on this day as well and discussed my concerns.  On 1-18-17, I opted to take matters into my own hands.  I can provide date and time stamped images of the problem pre and post placing the suggested treatment from [redacted]. 
Regards,
[redacted]

Our protocol for credit card transactions is to submit all credit cards monthly.  Unfortunately, with systems there are glitches and bugs that need fixing from time to time. We have since purchased and implemented a new system that automatically charges the credit cards on file.
In review...

of the notes we also see where she has tried to reschedule and cancel in the past several times; we have documented notification in the file where the Customer Service Representative (CSR) has always responded to her and sometimes was not able to reach her; regarding the past due amount, the standard procedure is for us to contact the customer and pursue payment; also in terms of scheduling and contacting the customer, the Staff are contacting the customer ahead time and contacting each customer in advance, also the Service Manager has solutions in place to resolve all her issues; the materials and products we use are eco-friendly and will not harm any of her pets, children, etc.
We would like another opportunity to fix these issues, and also we could then waive the next service price for her, however if she does not allow us to service her home since she is in a Service Agreement, then the $40 charge would be applied to her account plus a $125 termination fee would also apply; also, as a professional courtesy and a good faith gesture, we can credit half the $125 termination fee (in the amount of a $63 credit) for any future pest control services or other services that we offer if in fact she does decide to cancel her Service Agreement with us.  We would like to professionally resolve her issues.  Thank you.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. As soon as my money is refunded , I will return the traps and consider the matter closed. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Review: I hired this company to post, set, remove and reset mole traps in my yard for a period of 5 weeks at a cost of 45.00 per week for a total of 305.00. I paid the entire invoice in cash on the initial date of service- May 12, 2014. Bug Busters was supposed to return and reset all traps that had been engaged and reposition those traps that failed to capture any animals. The contract stated they would return once a week for 5 weeks or more often depending on traps being sprung. The initial traps were placed , 2 in my back yard and 4 on the side yard , on Monday May 12, 2014 at 2:37pm-3:20pm.

On Wednesday, May 14th, 2014 at 12:30pm I called their office to report that 2 of the traps in the back yard had been sprung and needed reset. I called [redacted] and spoke to the secretary, who ststed she would have the office manager and/or scheduler contact me about resetting the traps. Noone else responded to me from this day forward up to and including the present day.

No representative has ever returned to set or reposition the traps, or reset the ones that were activated.

I made 5 other calls to the office and was told each time someone would get back to me. Noone has.

I mailed a complaint letter to the company asking them to refund my monies for "Breech of Contract" and received no response. I threatened legal action in a complaint letter, and received no contact from this company whatsoever.

They gladly took my 305.00 cash and did nothing to honor their commitment to me or their contractual obligations. They have yet to pick up the traps and I subsequently have been forced to secure them in my buliding to ensure they wer not stolen I am requesting an additional 80.00 for securing their property over the past 8 weeks.Desired Settlement: I am requesting the full 305.00 refunded to me. I would further request additional charges of 80.00 for securing their property over the past 8 weeks. Total of 385.00

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that he will have [redacted] contact the consumer to set up an appointment.

Business

Response:

[redacted] from the company called and stated that he has been able to speak with the consumer and they have agreed to refund the full amount and the consumer will return the traps.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. As soon as my money is refunded , I will return the traps and consider the matter closed. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: On 2/16/15 I paid Bug Busters of Farmville , VA $1500.00 to heat treat my home for bug beds at 408 and $500 to spray treat my other home at 406 for bed bugs for precaution measures. They couldn't come out till 2/20/15 cause of bad weather. When they came out they heat treated 408 and sprayed 406 like agreed on. The technician told me he had heated the house up to 117 degrees and I shouldn't see no bedbugs. But, to give it up too two weeks for not to see any more bed bugs and they will come back out and do a follow up visit. Like the technician told me they came back and did a follow up visit 3/12/15. On this visit I told the new tech that the bedbugs were still there. The new tech said that he would spray and we shouldn't have any more problems but , to give it two weeks or so to let the spray to work. The tech sprayed that day and I still continue to see the bedbugs and the bites on my children after the two week mark. I give the tech the benefit of the doubt and went another week with no improvements. I called the company back explaining that there were still bugs. they said they will send some one back out. The tech came back out on the 4/13/15. He came and inspected and say he sprayed again. the difference this time he said we could come back in the home after he finish. Any other time we would have to stay gone for at least 4 hours after spraying. He told us the same thing let it work for about two weeks or so. I ask if we were still under warranty he assured me yes we was it started over every time that he comes and sprays so I have 90 days to call if I see any more bed bugs. As time goes by we see less and less. So, we thinking its finally working. NO! as the second month approaches we are seeing more and more. Call back to the office on 06/29/15 to see what can be done and they say my warranty has expired. I feel how could it have expired if the whole time I still have bed bugs and they never left there job wasn't done cause the bugs never left.Desired Settlement: I feel I lost a lot of money and my problem is still here! So, I want them to get rid of the bed bugs like they suppose to have done the first, second and third times . They said it wasn't a bad infestation so why do I still have bed bugs and my children are still getting bite. If they feel like they can not do the job give me my money back so I can hire some one that can do it right the first time!

Business

Response:

[redacted]Regarding case# [redacted];The notice says that this is your second attempt in contacting us, andthis is the first notice I have received. I am not sure where thecommunication error occurred, but nobody in management here was aware ofthe case.As stated, the [redacted] residence was was treated with heat and followupswere conducted which consisted of liquid treatments of the home. Pleaseunderstand, getting rid of bedbugs is a process. It involves a commitmentfrom the customer to be fully prepared for treatment and a commitment fromthe pest control provider to followup until the situation is resolved.Sometimes this process can take more than a month, depending upon thescope of the infestation and the customers cooperation in preparation fortreatment.I see two errors our technician made in this case. First, he should havenever told the customer that the initial treatment would take care of theproblem; in fact, that information should have not have been communicatedon subsequent visits either. We have this policy for a few reasons,first, bedbug nymphs can hide in extremely small cracks and crevices.Secondly, eggs can be deposited in even smaller crevices, and may hatchbetween treatments. As you can see, it is sometimes necessary to makemultiple trips to kill these pests.The second error I see is that our employee told the [redacted] that they wereout of warranty on their treatment while they were still seeing bedbugs.While this was technically true, it is our company's policy to continuetreatments until the bed bugs are gone. There are only a few exceptionsto this rule. If the customer has guests or tenants that change addressesfrequently and it is obvious that they are re-infesting the home bycarrying bedbugs in from other areas. In these cases we offer a bedbugprotection plan to protect those type of customers.I will reach out to these customers now that I am aware of their situationand see that it gets resolved. We have many success stories shared bycustomers who had bedbug issues, and it is my desire to see that we addthe [redacted] to this list of satisfied customers.Thank you and please do not hesitate to contact me if you have furtherquestions.[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: The company was to complete pest control services at our home. When [redacted]and I met to set up contact I expressed several must haves. 1. Someone from his company must call to schedule all appointments because of my work, pregnancy and our pets. 2. Bills should be auto-drafted monthly from our account 3. We must see a decrease in pests like spiders, stink bugs, lady bugs, and so forth.

So far I have had to call every time because the company auto sets appointments to get them changed. Generally, I speak with [redacted] and it will take several calls to get in touch with her. I have had to call [redacted] on several occasions with complaints of ants, stink bugs and spiders continuing to be in our home.

Lastly, the company had an employee that didn't charge our account and then call demanding all past charges be paid "now."Desired Settlement: Release of contract

Business

Response:

Our protocol for credit card transactions is to submit all credit cards monthly. Unfortunately, with systems there are glitches and bugs that need fixing from time to time. We have since purchased and implemented a new system that automatically charges the credit cards on file.

In review of the notes we also see where she has tried to reschedule and cancel in the past several times; we have documented notification in the file where the Customer Service Representative (CSR) has always responded to her and sometimes was not able to reach her; regarding the past due amount, the standard procedure is for us to contact the customer and pursue payment; also in terms of scheduling and contacting the customer, the Staff are contacting the customer ahead time and contacting each customer in advance, also the Service Manager has solutions in place to resolve all her issues; the materials and products we use are eco-friendly and will not harm any of her pets, children, etc.

We would like another opportunity to fix these issues, and also we could then waive the next service price for her, however if she does not allow us to service her home since she is in a Service Agreement, then the $40 charge would be applied to her account plus a $125 termination fee would also apply; also, as a professional courtesy and a good faith gesture, we can credit half the $125 termination fee (in the amount of a $63 credit) for any future pest control services or other services that we offer if in fact she does decide to cancel her Service Agreement with us. We would like to professionally resolve her issues. Thank you.