Bulwark Exterminating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedIt is unfortunate they felt the need to lie in their response but not worth arguing about
Regards,
*** ***

I hired Bulwark a couple of years agoThe first year was fineOur regular guy left the company, a new guy was sent outThe new guy was not doing his jobI could tell because we now had bugsI asked what exactly was he doing, as far as service goesHe said "well, what am I supposed to be doing"I said "No, I'm not going to tell you what you're supposed to be doingI have a contract, and you're supposed to be doing exactly what I signed up for and pay for, you don't even know what that is and you are NOT doing it"I told him "do NOT come to my house without my being here to SEE what you are doing"Well, he shows up again while I was not there and still not doing what I was paying forI told him AGAIN "do not come to my house unless I am HERE to see what you are doing"So, on the last call that he made I got there minutes BEFORE he was to arrive, because he was determined that I was NOT going to be there when he was thereI pull up to my house and whose truck do think is i

We truly apologize to the [redacted] family. We have thousands of customers give us permission to go on the property to perform pest control the day they signed up. This day could have been years ago. Very few of our customers require verbal consent prior to reoccurring...

visits. We now have this set up for [redacted] to where we must verbally speak with his family prior to treating their property. Many of our products are harmless to mammals according to the label. There will be no treatments with dogs present moving forward. We will do anything and everything in our power to make things right. There will be no charges for their service, to include some future service. We love our pets and truly appreciate their concerns. Sincerely, The Bulwark Family.

San Antonio Bulwark Exterminating terminated Mr. [redacted] pest control account on 9/28/2015.  San Antonio shows that [redacted] signed and initialed a 1 year service agreement. Bulwark Corporate office is looking into what [redacted] said to Mr. [redacted].  We at Bulwark do not want to force...

anyone to stay with our pest control services against their will even if they legally committed.  The San Antonio Bulwark office will no longer contact Mr. [redacted], however, our corporate office may attempt contact to bring peace and look into the situation.

It is our policy to call all of our customers prior to servicing a home.  The [redacted] family situation is very rare and Bulwark will always make things right as a big reason we have a strong 5 star status across the nation.  It shows on [redacted] service agreement that they agreed to a...

1 year service agreement for 6 services and it also says they wanted a "One Time Treatment".  This is only part of the confusion.  Our service rep entered in the agreement for ongoing pest control due to the low pricing the family received and the type of promotion.  They signed up through a Nu-home advertisement that gives $160 worth of credit for service only redeemable towards any 12 month General Pest Control Protection Plan.  Our "One Time Treatments" are in the range of $165 to $250 on average and they paid $74 as part of the confusion.  After further research it seems they agreed to the year then changed their minds while still receiving a very low price which should have been at least double for what they wanted.  We apologized for doing the 2nd service and if we had caught it on time we would have never paid to do a free service for them.  We are very thankful you brought this to our attention!!  There will be a free 60 days of pest control on your file to be used with in 12 months to make things right.  [redacted] pest control account has a zero balance as of 9/7/2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks and regards,
[redacted]

I have read the complaint from Mr. [redacted] and understand his frustration.  Bulwark opened two accounts for Mr. [redacted] on January 12, 2016.  One account for his general pest control on a quarterly basis and another account for termite prevention for the residence.  The pest control...

account was charged on the first visit, 1/12/16, and next on 4/6/16, and finally on 7/20/16.   The final service from 7/20/16 was credited back to Mr. [redacted] because he repeatedly said that he cancelled on June 20, 2016.  We keep very clear recordings and accurate records of all communication with our customers. We have not been able to find or identify any call from Mr. [redacted] around that date, we did find a message we left for him on June 13, 2016, but did not get the chance to speak with him until his conversation with us on 8/13/16 requesting a cancellation of service.  The phone number that Mr. [redacted] listed of [redacted] is [redacted]s personal cell phone and would only be answered by [redacted] and not some other person in the Bulwark office.  If that is the phone call that Mr. [redacted] is referring to, we would not have any record of it and no recording.  I can see that the customer requested a service inside of his home on 3/17/16 and we sent [redacted] out the same day to take care of his request.  The pest control account was terminated on 9/6/16 and a credit was given to Mr. [redacted] for service that was performed after his claimed cancellation request date of June 2016.  Our pest control practices do not require that inside services are performed after the first treatment in order to be effective.  The most important aspect of what we do is a power spray service around the outside of the home that should be able to keep bugs out.  If anything does get through what we've done, we will happily return to the home, free of charge, to address the problem.  The second account that Bulwark opened for Mr. [redacted] was for termite prevention and includes the installation of termite bait stations around the perimeter of the home with monitoring done on a four month cycle.  The monthly charges for termite prevention are automatic and do not require a monitoring service to have been performed in order for the charge to accrue.  Bulwark installed these stations on 1/12/16 and performed the first check of these stations on 5/6/16.  The monthly amount of $22.00 plus tax for termite monitoring and control was added to the account on 1/14/16, 2/10/16, 3/11/16, 4/07/16, 5/9/16, 6/2/16, 7/6/16, 8/3/16, and 9/5/16.  The final charge on 9/5/16 was credited back to Mr. [redacted] when the accounts were both cancelled on 9/6/16.

We have processed a refund of $119.08 for you today according to our money back guarantee.  It is very rare for any pest control company to gain control of "German Cockroaches" in 2 months time frame and this is why all honest reputable companies require a year to start out.  For every...

roach you see in the home there could be 300 to 400 in your walls.  Some infestations can take 2 to 3 years to combat especially if dry-wall is not removed.  Our company does offer cabinet treatments and should have been done on your house.  We apologize if this was not performed and we will do it for free with a 60 day guarantee to come out as often as needed.  We are always using the best products on the market, but this insect does take extra time and care due to how often they reproduce.  It is common for most infestations to seem worse prior to getting better across the entire industry.  Pest control is not magic and is a process.  We are more than happy to take you back even if it means our company will lose $200 -$300 on your property over the next year.

We at Bulwark do not run credit checks currently or previously for our termite and general pest customers.  This means we did not and will not report [redacted] to any such credit bureau.  The letters she received are computer automated and in house as a courtesy reminder of moneys...

owed.  This was not human error and has been taken care of to protect future customers. [redacted] was refunded every dollar spent at Bulwark Exterminating prior to her complaint even though some service was performed.  It is highly unfortunate that [redacted] did not experience our normal 5 star service.  The local employee responsible for this, no longer works for Bulwark Exterminating. We are one of the most honest and just fastest growing 5 star companies in the nation, but there will be growing pains.  Again we apologize for not being able to provide service for our new termite department.  We will have a note for 1 free year of general pest control waiting for [redacted] if she has a change of heart.

Just want to make the Revdex.com aware of where this stands.  I have left messages for Ms. [redacted] on 7/7, 7/8 and 7/10.  I sent her a message via e-mail on 7/10 since I hadn't been able to speak with her.  I offered free return visit, which is what we offer all of our customers.  I...

also offered her 1/2 off of her next two visits to equal her request for refund as 1/2 off of two visits would equal the whole of one treatment.  We are trying to speak with her, but so far haven't heard anything back.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Our records indicate the Mrs. cancelled her services on 7/24/2017 which would give her a balance of $80.11 for the 4/20/17 service provided.  We find the 4/20/17 service to be honest and just, however we did fail to terminate Mrs. [redacted] account on 7/27/17 which caused us to do an unwarranted...

service on 8/4//17. Due to this mistake we will credit the account to show a zero balance.  Mrs. [redacted] was never reported to a credit bureau and there are no worries of being sent to an outside collections agency.  We did mail her 3 letters in attempt to resolve this together and apologize for any inconvenience.  We will also honor a free 60 days of pest control services to make things right.  Thank you for choosing Bulwark.

Complaint: [redacted]
I am rejecting this response because:
I no longer want to do business with Bulwark. I shouldn't have to submit a complaint to get a response from any business. For documentation purposes, I will not be answering any phone calls from Bulwark. I maintain that I am requesting a refund of the last month's service charge, although I have experienced unsatisfactory service for several months and gave multiple chances for the service to improve. I was told by the service technicians that it takes time for the chemical to be effective. I have not seen the results of any treatments and found the service provided to be lazy and incomplete every time.
Regards,
[redacted]

Complaint: 10831073
I am rejecting this response because: Luckily, I found the contract and have attached it to this message. No where does it show I signed up for a one year agreement.  A one year agreement was never discussed or agreed to.  The way the service was presented to me was that there was an initial charge and for every service after that would be at regular price.  Then they recommended the months that would be good to exterminate.  I knew I would be getting calls regarding more services but I felt I was in control of when those services would take place.  It was my intention to use yalls service again at the end of October.  But with the aggressive emails, and calls saying yall were on the way to my house with out me knowing of an appointment, late night calls, and then my conversation with [redacted] I felt yall were a forceful company that I did not want to associate with.  This is my first house and first exterminating experience and I will be more cautious in the future.  I think yalls sales tactics are tricky, misleading, forceful, and is not representative of a respectable business.  While I appreciate you canceling my service the process has left me weary and I am not interested in any more phone calls or emails.  However, I will give yall the opportunity to call me one time to discuss this situation and to help yalls service moving forward and tell you exactly my side of the story.  After that as stated before I would like no further contact.
Regards,
[redacted]

[redacted] was a Bulwark customer from July 2014 until his request to discontinue services on December 17, 2015.  During his time as a customer, Bulwark would contact him as a courtesy at least one day before services were to be performed and he would be informed of the three-hour...

window of time that a technician would arrive to perform pest control treatments.  [redacted] had set his account up on an automatic payment from a credit card and the charges would be placed on the account the day after services were performed.  [redacted] made Bulwark aware that he no longer lived at the residence on December 17, 2015 and no services or charges from Bulwark have been added to the account since that date.  Bulwark has been in touch with the credit card processing center and we have been informed that charges sent to them by Bulwark were listed as "pending" from customer credit cards even though Bulwark showed the customer had paid.  These "pending" credit card payments all went through the processing center on January 25, 2016.  I will, in good faith, request that the amount of $160.22 be sent to [redacted], if he will contact Bulwark and give us his address in Oklahoma.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, potential customers should know that, although what I asked for was resolved, your response is inaccurate. People should know that while you are claiming that you keep accurate records of calls customers make the truth is obviously the opposite. No customer should have to call so many times to cancel unsatisfactory service. Also, if Mr. [redacted] reported he showed up for his appointment he lied. He never once showed up when scheduled, and the last time we attempted to have him show up he didn't show either, which is when we called to cancel service by calling the office number I provided in my formal complaint, not his personal cell phone number as you suggest in your reply to my complaint. Basically, you view your customers as dishonest and do not believe a word they tell you. Your records are lacking and that leaves customers vulnerable to the very frustrations I went through. For any potential customers reading this I would recommend that any communication with Bulwark Exterminating be in writing to avoid this frustration. For Bulwark Exterminating, I also suggest following up on every phone call with an email confirming what is discussed. Lastly, there was no final charge to be credited to my account. Nobody ever showed for the service that was being charged. Nobody should have showed in the first place because we attempted to cancel since June (although Bulwark Exterminating failed to find any record of the phone call, which is unacceptable coming from a company that claims to keep accurate records of phone calls). That charge you claim to have credited back to me was a charge that should never have been invoiced in the first place. There is rampant dishonesty and disorganization going all the way through the ranks of your company. The only reason I was finally able to resolve this was because I filed a complain through the Revdex.com. 
Regards,
[redacted]

Dear [redacted]     Bulwark exterminating will never charge for a service which the customer         does not approve of. When misunderstandings happen (and they happen in every company) we always refund the full amount of the charge in question....

  We did so in your case.   We wished that you would have contacted us directly, at least once, to explain the misunderstanding and we would have resolve this without going through the Revdex.com.  Just to confirm, you did receive a full exterior treatment performed correctly as the second treatment is not an interior service.  We dropped all of the charges of both servicesentirely the first time we became aware that you did not desire it.  We also sent a bill to you showing a zero balance.  Best wishesThe Bulwark family

We called on 6/29 and the Mrs. hung up on us stating she does not need pest control services. This was 9 days after our second service for you.  We reached out to you on 8/3 and 8/17 leaving a message with no return call from you.  We are really curious what number you are calling to not...

get a return call.  Is it possible that someone in your household forgot to tell you we called?  Rats can live up to 160 feet away from the home which can be at a neighbors house. You were not charged a full service amount.  Rats are often in the $250 range and you paid $150.  We are able to give you 60 days of free service with unlimited free visits.  We have 2 phone numbers on file and may be best to find out which is the right one.  Please ask for our special extension [redacted] for extra care and customer service.

I've been a customer of Bulwark Exterminating for about twelve years. They have always been very professional, reliable and thorough. On the odd time that a critter (scorpion) would show up, Bulwark responded very quickly and performed very effective corrective action. In our twelve years here, I have only had to call three times to eliminate the nasty scorpions.

They always schedule their monthly service either by phone or email as to when they would be coming so I can keep our dogs out of the back yard during the process.

I can recommend Bulwark to anyone who needs a really professional exterminating service.

Dear [redacted]     Bulwark exterminating will never charge for a service which the customer         does not approve of. When misunderstandings happen (and they happen in every company) we always refund the full amount of the charge...

in question.   We did so in your case.   We wished that you would have contacted us directly, at least once, to explain the misunderstanding and we would have resolve this without going through the Revdex.com.  Just to confirm, you did receive a full exterior treatment performed correctly as the second treatment is not an interior service.  We dropped all of the charges of both servicesentirely the first time we became aware that you did not desire it.  We also sent a bill to you showing a zero balance.  Best wishesThe Bulwark family