Fox Pest Control

Showing up at our door during COVID lockdown, we gave them a chance. We signed a contract and all seemed fine. They said they visited and sprayed, but never left any evidence that they did (door hanger? flier? receipt?). We ran into them once or twice, so we assumed that they were coming as they said. But when we noticed that there wasn’t much of a positive difference in bug activity, we decided to cancel, no easy feat.

I tried calling several times, but no one would ever answer. I left messages, requested callbacks, but still nothing. I emailed them about canceling but got messages like, “What would be the reason for wanting to cancel with us?” and “Do you still have pest activity?” and ”Do you need this pushed out to a different day?” —anything but to the point which was that I requested to cancel service. Despite my pleas, they scheduled a service to my house, didn’t come (I know this because I was home all day), and then sent me an invoice (via mail and email) for $208.38 for services that didn’t occur. (Makes me wonder how many other times they billed me for services not rendered.) And you know WHY they didn’t just charge my credit card? I had canceled it, so they couldn’t. Otherwise, they would have.

I tried calling some more to cancel our contract, but no one answered. That was when it dawned on me that they had flagged my phone number and weren’t picking up because they knew what I wanted. So, I called from a different number, and you know what? They picked up immediately. The rep said that she would forward my cancellation request to the Accounts Manager. Then I didn't hear anything further.

So I contacted the Better Business Bureau who jumped right on it. They contacted the company and mediated the cancellation, something that wasn’t happening without them. Within two days, I was out thanks to the BBB. My goal now? To warn everyone and post this message everywhere.

Stay FAR AWAY from this company. Don’t believe their niceties below or however they respond to this message (and they will). They are a VERY shady company with duplicitous business practices. They will post that they want a conversation with me (as they have posted with others) but those are words after the fact. They are SWINDLERS, HUSTLERS, and CROOKS who just want your money. The proof is in the example they set before the problem, not after it. They didn’t want to talk to me when I wanted to cancel, but they will surely want to talk to me to mitigate bad press. No chance.

You made your bed Fox Pest Control, now lie in it.

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 Sincerely, [redacted]

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] ***

I have been using the services of Fox Pest Control since May They were very knowledgeable about insects and the products needed to get rid of themThey were very controlled in dispensing their product in and around my home I have no problem with recommending them to friends and familyAs of this date, September 19, 2016, I have not seen any unwanted insect at my homeThey seem to do their best to assure you of the safety and power of their product Their customer service contacts have been friendly and pleasant to work with when called upon.please give them a try Sincerely, Leland R [redacted]

Complaint: [redacted] I am rejecting this response because: There can't be a service scheduled in January because I haven't schedule anythingI also received a voice message from Kathryn a week ago indicating I'm scheduled for January 19thAs previously mentioned, I'm not sure how that could be since I haven't spoken to anyone since OctoberAt this point, I'd just like a refund of the $charged to my card this monthI don't wish to receive any further treatments or servicesThank you Sincerely, [redacted] Griffin

Thank you for informing us of [redacted] concerns regarding her serviceWe would love to work with you in order to make sure this situation is resolved to Christel’s full satisfactionI have also relayed [redacted] message to our Branch Administrator, KathrynShe oversees all accounts and will make sure that any adjustments to [redacted] account get taken care of accurately and speedily.We regret that [redacted] has felt disappointed and unclear about her servicesI would like to clarify her service schedule and billing process in order to address [redacted] current concerns and hopefully prevent any future misunderstandings.As [redacted] described, her services were scheduled to take place in Sept, Oct, Jan, Apr and JulyThe September service was $and each of the other scheduled services was to be $When [redacted] called to schedule her October service, we were short-staffed, and this led to [redacted] having to wait much longer for service than is typicalWe greatly regretted this wait time, and take full responsibility for itBecause [redacted] was required to wait longer for her service, we discounted the service from $down to $[redacted] next service is scheduled for this month, January, as describedHer card was charged on January 3rd to pay for this month’s upcoming serviceWe refer to this billing system as a PrepayThis is described on each customer’s service agreement, and most of our customer’s prefer it because it serves as a reminder of when they can expect serviceHowever, we realize that this method may not be preferred by everyone, so we do have other billing options availableI would greatly encouraged [redacted] to contact our office and speak to kathryn about the various options so she can choose the one she feels would be the best fit for her situationI hope this explanation offers additional transparency into our business practices and resolves Christel’s concernsWe have enjoyed working with her and hope to do so for many years to comeI highly encourage [redacted] to contact Kathryn at (***) [redacted] so we can adjust her billing preferences and make any other necessary improvements in her service [redacted] may also reach me directly by calling 800-576-and asking for Michael [redacted] , Customer Satisfaction Manager.Thank you and Best Regards,Michael [redacted]

I apologize for any miscommunication between Mrs [redacted] and our office that led to this unfortunate situation We did receive a request for service, which is why we have Mrs***'s information in the first place If there was a misunderstanding by our office I apologize for any frustration that caused We receive many calls a day requesting service for pests like yellow jackets that can pose an immediate danger to families in their home While I appreciate Mrs***'s concern that she does not believe we provided service, our technician did complete a work order with specific notes That being the case, we always do give the client the benefit of the doubt, and if Mrs [redacted] believes there was a mistake by our office, we will er on the side of caution As we stated in our original response when Mrs [redacted] brought her concern to the attention of our office they did agree not to charge her for service Mrs***'s original request in this complaint was to have her bill cleared, which we have been more than happy to do I am also speaking with my office about how this miscommunication happened and how we can prevent it in the futureIf there is additional action Mrs [redacted] feels is necessary, we certainly do want to do our very best to resolve this to her satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] There's a lot that was left out in their response but as they have refunded me the cancellation fee, I've decided that the resolution is satisfactory to me Sincerely, [redacted]

Revdex.com,I appreciate your letting me know about this situation so that I was aware and could reach out to the customer myselfHaving spoken with [redacted] over the phone we were able to understand each other and she was very patient and polite with me as she explained what had happened.We are moving forward now on good terms and I expect everything to be good in the futureAt Fox, we are happy to work with [redacted] to ensure she is satisfied.Please let me know if there is anything else we can do to make sure everyone is happy with the outcome.Michael S [redacted] ###-###-####

This customer is not in [redacted] , they are out on the [redacted] ***He wanted us to come and do a a service for him without anyone homeOur manager told him we did not want to send someone to go into the home without the customer thereWe gave a great deal on the service the customer signed up for, but if he is upset we will of course refund himOur manager is calling to to speak with the customer to resolve and make sure the customer is refunded and satisfied

Fox Pest Control in Connecticut (same company).
Lied and said that I had termites, charged me thousands of dollars and then refused to even hear me out after confirming through two other pest control experts that there were never any termites in my home. The main girl in the CT office laughed at me and told me it was my problem now. Turns out that the insects were carpenter ants which would have been a 500.00 job.

Thank you for alerting us of Hula's concerns regarding her servicesWe regret the apparent miscommunication and have been in contact with Hula to discuss her concerns and provide much-needed clarificationWe are happy to report that we have been able to clear up these misunderstandings to Hula's satisfactionWe regret any unclear communication on our partIt is always our goal to establish clear expectations with our customers and operate with complete transparencyWe are grateful to Hula for expressing her concerns so we can see where additional clarification and improved communication is needed Thank you and Best Regards [redacted] , Customer Satisfaction Manager

Good morning, M [redacted] I apologize that the experience seemed to be so frustrating with us. I know that I personally had fielded your phone call and tried to help come up with a solution to the situation. Our system does send out automated phone calls, and when I had spoken to you, you... informed me that your phone had no notifications of the call. So as a compromise, we did remove your number from that system, and would call you manually for your future services so we can ensure a phone call has been sent. We also had agreed that we would adjust the way our treatments were done at your home. The majority of servicing is outside, with the interior included on an as needed basis. Normally when we go to the property and are unable to do an interior service, the customer can call and make an appointment for the interior (which is never an additional charge) When I last spoke with you on 9/20/16 you were unable to make that appointment with me, and that you were going to have to call back to schedule that. However, we had not heard back from you until this message. Your account had been updated very specifically that we will no longer service your home without speaking to you first. I will be fulfilling your request and refunding the amount requested, and cancelling the contract for you. I apologize for the misunderstanding of the contract, and wish we would have been given the opportunity to fulfill our agreement of services.

I am a new customer, and I have had Mike and Ryan come to my home to do the service. They were both very knowledgeable and gracious. Explained everything they were going to do and let me know when they were finished. I hope they are the people I will be dealing with. Thank you.

Ryan arrived yesterday to service our property. He greeted us to notify he was on the property. He went about his business in a professional manner. He went out of his way to spray the bushes to control the mosquitoes. He notified us when he was completed. Will be requesting Ryan for all our treatments.

Ryan came today to give us our first treatment at our residence. He explained how the where the treatment would be applied and how it works. He then went about applying the treatments and gave me more explanations as I followed him around our home. Very professional and knowledgeable work. We are impressed.

Thank you for notifying us of *** responseWe regret that *** has not yet contacted our office to adjust her billing preference as advised, however, we have gone ahead and refunded her January prepay of $as requestedWe apologize for the confusion that has arisen regarding Christel’s January serviceOur quarterly services are scheduled automatically and do not require a customer to call and schedule themThis is described on our service agreements.We would love to continue working with *** and hold up our end of the 1-year contract she signed with our companyWe understand she has been dissatisfied with her service so far, and we would love to make things right with herIn order to make amends for any shortcomings on our part, and to show her that we value her as a customer, we would like to offer *** a free serviceThis would include her full perimeter treatment as well as any interior treatment done on the homeHowever, if *** would still prefer to discontinue her service with us, we will take care of closing her account and waive the $early termination fee that is described on her contractPlease let us know what she would prefer.Thank you and Best Regards,Michael ***

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

Mrs*** contacted our office requesting service for yellow jackets in her eves and scheduled service for 9/ We called and notified her on 9/via our automated reminder calling system that we would be arriving 9/for treatment as scheduled It reported a Human answer Our
technician Joe arrived at her home on 9/as scheduled to treat the yellow jackets in the eve as requested Mrs*** was not home at the time of the service, which is not uncommon for exterior treatments we perform regularly at clients homes She was sent an invoice for service on 10/requesting payment Our office received a call from Mrs*** on 10/and claimed that she had contacted us prior to service to cancel her appointment, and would not pay the bill We have no record of her calling to cancel the appointment, however we understand mistakes happen and generally give our clients the benefit of the doubt We agreed not to charge her for the service we performed as she requested At Fox Pest Control we strive to provide the highest quality service possible, and respond promptly to requests for service We apologize if there was any miscommunication from our office when Mrs*** contacted us to request service, and believe our immediate response when she contacted us has already resolved the concern reported here

I am incredibly sorry that your experience has presented itself in this wayWe are a family owned business, that takes pride in you and your family being able to see the results in your pest control treatments, as well as knowing that you are not just another numberWhen a home is treated for the
first time, the treatment acts as a flush out, and can stir up the unseen activity that was already at the homeI can assure you, that any type of pest has and will never be brought to anyone's home in an attempt to drum up businessThe remaining treatments that you speak of are not simply to survey the wasp situation, but to inspect and treat for the active pests depending on the seasonOf course in winter, our highest focus will be on rodent exclusion, and much less on waspsThe agreement that was signed with Fox Pest Control by you, was for a total of four (4) quarterly servicesWhen you sign up for the Home Protection Program, we are able to substantially discount the services, as long as the four (4) quarterly services have been completedWhen we became aware you wanted to cancel the agreement, we attempted to reach out to you in an attempt to resolve your concerns beforehand as well as see what we can do to keep our business relationshipSince the cancellation fee has not been paid, and funds have not been withdrawn from your account, I will credit this invoice so that you will not be held financially responsibleI do hope that this will help in an effort to turn your outlook of Fox Pest Control to more of a positive one