Frontline Pest Professionals

Review: Summary: 1. Door to Door sales tried to cheat customers to sign the contract without communicating the terms of contract. 2. Lied about the arrangement customer could skip / cancel services. 3. the promised service is NOT performed well, bug still exist days after treatment. 4. Lied that a repair service could be done if pest still exist. When I call them, they say the second service is 30 days after, and customer needs to pay again! The sales said the service is FREE.

[redacted] is the Customer Manager at [redacted], who is very rude. And [redacted] is the sales rep, who is very tricky.

do you want to pay > $600 every year for pest control? (7 * $90 = $630)

This company is a scam. First the price is very high. Mostly tricky part is that , they have you sign a piece of paper, which is a hidden 1 year contract, with 7 services.

The sales rep never make you aware of that. The service itself is quick and rush. they may be able to do good job, but I do not see it. A few days after, the pest still exists.

But if the service is of no supervision from the customer, the promise from the sales rep are all in vain.

there are a lot of cheaper company out there we used before does not require annual contract. And the service is GUARANTEED. Like [redacted] !!!Desired Settlement: refund from the company and apology from [redacted] and [redacted].

[redacted] is really really rude and impatient. Does not even have the patience to listen to customer finish the statement.

Business

Response:

Mr [redacted],

I want to express my apologies for the situation at hand. Although I am not directly involved, I have read your complaint and the notes of your communications with our office staff. It seems that there was a misunderstanding that this was a service agreement that you had signed, not an intentional act of deceit by our sales rep. As a company that has been in business for over a dozen years we know that the only way to be successful and create long-term customers is by being upfront and honest with our customers and doing the best service we know how. We would never intentionally mislead or misrepresent what we do or how we do it.

With that being said, we would like to offer you a full refund of $175.00 back to your credit card on the condition that you close this complaint as resolved. Once we hear from the Revdex.com that this complaint has been resolved and closed, we will credit the charges back to your credit card. Please note, it could take 5-7 business days from when we refund it to when it shows back up in your account. Thank you,

Frontline Pest Professionals

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 resolved.

Regards,

I have been a long time customer of Frontline in Richmond, VA, however, my most recent experience has prompted this complaint. Several months ago Frontline agreed to provide an exterminating service for $500. The price included the original treatment and a follow-up appointment to be sure everything was clear. No one ever came on the day of the follow up appointment. I left a voicemail message and no one returned my call. I had to call 3 days later, only to be told there was no appointment scheduled even though I received the automated reminder as well as a personal voice mail from the gentlemen that handled the treatment. Even though the account was paid in full Frontline has since taken $125 from my checking account on 2 different dates (September & October)without my authorization. After much to do, the draft from September was credited to my account, however, the most recent debit has not been returned and neither have my phone calls. The customer service during this time leaves much to be desired and it seems as if the staff and management are not concerned about the company reputation.

Review: I learned about Frontline Pest Professionals through a frontline representative who happened to hang information at our door. I contacted them and tried their services September 16, 2013 due to some roaches in my home kitchen areas. Customer service representative was able to convinced me that if I will not be happy with their services they are willing to return all service fees.

After a week of their service, I called customer service and complained that roaches kept appearing and became bigger in size. He said, it will soon disappear after a couple of days. It didn't happen because the situation got worst. Since the beginning of their service, I was not satisfied with it.

My husband and I were out of state November 6, 2013. A pest control serviceman came who did an outdoor spray wnereas the main concern is indoor services. How can someone show up and services done, left a message "services completed", got automatic payment with their service through my credit card. I contacted them upon my return and complained about what happened. A serviceman came December 2, 2013, did a kitchen pest spray. My husband told him about the continous appearance of small and large roaches. He left 6 pieces of "[redacted] mouse and insect glue traps and a bait stations (it looks like [redacted]) for roaches. It didn't work at all. Frontline Pest Control advertises 100% satisfaction. The insect glue trap or sticky pads are now full of small and large roaches. My husband now decided to buy a [redacted] and [redacted] to do our own treatment.

I spoke to a manager , December 23, 2013 (12:27 pm) requesting for cancellation but he said they will charge me with an amount of $530.00 cancellation fee for signing two years contract. I asked him to send me online the signed contract but didn't send me anything.

I sent a letter to request for a cancellation of service dated January 10, 2014 but didn't honor it. Instead, I got multiple calls from their office to continue their service. I am so sorry but I'm not happy with their services. Today, I got an email of another pest control service on February 5, 2014. I spoke to a manager today but, she insisted that I need another service. If I refused, they will charge me for a cancellation fee. This situation made me decide to ask the help from your organization to intervene and settle this problem. I greatly appreciate Revdex.com for whatever assistance you can extend to me.Desired Settlement: Cancellation of service for no fee. Stop contacting me because there is no customer satisfaction.

Business

Response:

Dear [redacted],This letter is being written as part of the complaint resolution process of the Revdex.com.After reviewing your letter, we feel this complaint is unfair. First off, I was the one who set you up with the service over the phone, and never in my 8 years of doing this have I told anyone that we would return service fees if they are not satisfied. We do guarentee against roaches and provide unlimited, free re-services as a warranty, but you were never told we would refund money. In the notes in your account I see that just yesterday (1/23/14) you spoke with our Branch Manager and set up a time to come treat inside for the roaches. During this conversation it was noted that you had never properly prepared the inside of the home by cleaning out the cabinets as we had repeatedly requested over the first few months of your service. This is an absolute necessary step in getting rid of a roach problem, but you declined to follow the advice of the pest professionals and so we were never able to properly and thoroughly treat the full kitchen area where the roaches were. I have included a screen shot of these notes for your reference. I have also included a copy of the contract. Frontline has been very accomodating to your requests since you started service with us. You originally signed a contract to receive service every 2 months, but later called in and requested it be changed to service every 3 months. This we did, and without a price change, even though service every 3 months is typically more expensive for the customer. When we came out and did the outside service when you were not home, we came back and did the inside immediately at your request. Again, Frontline feels this complaint is unfair and unwarranted, but as an act of good faith we are willing to approve your request to cancel the service with no cancel fees. Please mark this complaint as resolved to your satisfaction and your account with Frontline will be closed. Thank you,[redacted]Frontline Pest Professionals.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 resolved.

Regards,

I would like to extend my heartfelt gratitude to your organization for providing an immediate settlement to resolve this complaints. Thank You So Much!

Review: Originally I ordered this service from a door to door sales man. I received my first application the same weekend in which I noticed an increase in pests not a decrease so I called to cancel my service within 72 hours but never got a call back even after leaving several messages. I waited a couple weeks before I called back. When I called I was told that was normal for the first couple of days which I understood but it had been weeks. The manager offered for someone else to come out and spray for me again but I just wanted to cancel my service so they offered a free treatment, the same day they came out I noticed an increase in wasps and bees outside my house. I specifically asked them to treat my deck because that's where I noticed the increase so they came out again and sprayed. The next day I look over and see a wasp building a nest the same place they said they sprayed so I again called to cancel my service for which I got the run around again. I sent a letter asking to cancel my service because I had read other complaints about their cancelation policy. After the 30 days, I get a call saying they are coming back out to treat my property again so I called in and let them know that I no longer required their services and if they came back out it would be on their dime for which my service was than canceled but it was at a higher rate then my initial monthly fees were supposed to be...By the way I should also mention that I had to go to [redacted] and spend app 5 bucks on a can of wasp spray to get rid of the nest they specifically sprayed my deck at least 4 different times for. This pest control is a big rip off just go o [redacted] and do it yourself. It took my guest getting stung for me to do that and it didn't cost me 100 plus bucks.Desired Settlement: DesiredSettlementID: Billing Adjustment

I don't feel I should have to pay for anything I asked this company several times to cancel my billing which they refused to do. I am not sure what they were spraying but it did not get rid of any bugs only caused me to have them. In the end, I had to go do it myself after someone was stung on my treated deck, so obviously whatever this company is using is not effective.

Business

Response:

To whom it may concern,After reviewing this complaint and reviewing this customer's account and what transpired, I had no problem meeting this customer's request. After looking into the situation, there were a combination of factors that led to this complaint that would lead to anyone's reasonable frustration. I did personally call this customer and apologize and explained that she was not at fault for anything and that her request of having any balance on her account cleared would be met. We never actually charged a credit card or a bank account for services. All changes necessary to remove her from our billing for this service has been completed. This was a rare instance where a combination of circumstances led to some misunderstandings and unfortunately to an upset customer. As a business, we are always devastated when we lose a customer over something that was completely preventable on our end. We recognize that we do not have a successful business without happy customers and unfortunately, this was not displayed for this particular individual. We hope that this resolves the extent of her grievances.If there is anything else required to settle this dispute, please let us know. Again, we apologize for the inconvenience this has caused to this customer. After speaking with this customer, I was glad to see that she was happy that we would meet her request without resistance. Best,[redacted]

Review: We have had a pest control contract with Frontline Pest Professionals for a number of years and have been satisfied with the level of service (with the exception of short notice of appointments times of the pest control service) until recently. About two years ago, because I noticed an advertisement on the billing information that said "ask us about our termite protection program", I asked one of the pest control technicians about the termite protection program and he told me what the increase of the service price would be and that they would set and monitor termite traps on a regular basis, and that the money paid into the program would go towards any future termite treatment and that they could provide a discount rate. I signed up for the program and they set the traps. I would periodically ask the technician if he was checking the traps and checking for any signs of termite "tracks" on the exterior of our home and he told me there were not signs of termites - so I was continually under the impression that we did have the termite protection program. In May of this year, 2014, we had our carpets cleaned and when the cleaners pulled out our sofa in the family room, they discovered that an area in the baseboard behind the sofa had apparently been eaten by something and was hollow in an area with sawdust like particles between the baseboard and carpet. Thinking that it could possibly be termites, I called Frontline and requested they have someone come out to check for termites or to discover what it could possibly be. They sent a technician out (I think his name was [redacted]. He did think it looked like termites and sprayed some foam treatment into the baseboard at the site and also checked for signs of termite entry in our basement and garage which backed up to the family room wall. There were no other signs of termites visible but he said since he was not experienced in detecting termites that he would send someone else out who was more experienced. He also checked his handheld computer and said that we had been signed up for the termite protection program but that we no longer were. I was surprised because we had never requested to cancel the termite protection program. He said there had been some changes made in the company about 18 months prior and that it was possible that's when our service had been changed, and the company no longer had the termite protection plan. I was upset and told him I don't think they can change our contract without contacting us and telling us of the

changes. He said he would have someone more experienced come out to verify if we had termites. No one called or came out. I called and again requested to have someone come out to check for termites and didn't get a response. I was preoccupied with my husband's severe health issues and didn't follow up for a while and it was the end of July before a technician by the name of [redacted] came out for our regular service. When I told [redacted] that we had been waiting since the first of May to get someone out to verify if we had termites, he said he could so ahead and do our regular service, but recommended that we wait until someone from the company addressed the termite issue. He took my cell phone number and said he would have [redacted], the office supervisor call me asap and get someone out to verify if we did have termites. [redacted] left a Frontline Card with his name and number on the back and I wrote a note below his name that [redacted] will call my cell. [redacted] again never called. On the next Saturday morning, another Frontline technician came to our door, but was just assigned to do our regular service and didn't know anything about the termite issue. I was unable to come to the door because I was not dressed but told our 27 year old son who was visiting us, to tell him we were advised to "hold off" on our regular treatment until someone came to address the termite issue. No one came after that. I again called the office and was told that [redacted] would call me back. A period of time went by and when [redacted] called we were at a doctor appointment so she left a message on our answering machine. It said something to the effect that "[redacted], I understand you have requested to have your account with us closed - I don't have anything on that, but I can help you with that and have closed your account". (I have the saved message on my answering machine for proof). I was so upset because at no time did I ever ask to have our account closed! Up to this point we had been relatively satisfied with the service and they had been willing to come out for extra treatments when we had had an ant problem. So I called back to talk with [redacted]. She wasn't available so I told to [redacted] and told her the whole story and said we DID NOT ever ask for our account to be closed. [redacted] was very respectful and professional but said [redacted] would be the one I would need to deal with about the issue. She said [redacted] was out to lunch but she would make sure [redacted] would get the message and would call be back in 15 to 20 minutes. This was on Wednesday, August 5th and two weeks went by and [redacted] never called be back. I called her back on Friday, August 15th and finally got to talk with her. She said our account had been closed, that we never had a termite protection program with them, that they didn't even have anyone by the name of [redacted] who worked for them, and basically that there was nothing they could do for us. I verified that we had been told that we did have a termite protection program and that we have termite traps on our property and that the technicians, on their regular visits for the past almost two years, have told us they have been checking the traps and signs or "tracks" going up on the exterior of our home and that nothing was ever found to indicate that we might have termites. This made me feel confident that we did in fact have the termite protection plan. [redacted] basically accused me of lying or being "confused" about the visit from [redacted] and that it "must have been another [redacted] from another pest control company who came by. I again told her he showed up in a Frontline truck (as I had seen numerous times over the past several years) and that he had the uniform and left a Frontline card with his name and number on the back (which I still have) . That's when [redacted] said he would have [redacted] call me right away. [redacted] has never called. There were contradictions of [redacted]'s statements - first telling me that technicians were not authorized to sign up customers for the termite protection program, that we had to call the office to do that. But it's a problem with the training of the technicians and office dealings when that does happen - not the customer's problem. Then she said our account was closed because of what a technician had communicated to them - but at the same time she said the only way an account can be closed is for the customer to call and request for that to happen. I never contacted the office to request our account to be closed and never told a technician that we wanted our account to be closed. The only thing I communicated to the last technician that came to our door that Saturday morning is that we were "holding off" on our regular treatment until the termite issue was resolved. Even then, according to [redacted], that technician had no authority to request that our account account to be closed without our knowledge - or for the office to close our account without our formal request to do so - but yet they did. Even after telling [redacted] that we did NOT want our account to be closed, and after she said [redacted] would call, and he didn't, I called the office this morning to let them know that we still did not hear back from [redacted] or anyone - [redacted] said our account had been closed. VERY frustrating. I let [redacted] know that I would be contacting the Revdex.com about this matter and finally [redacted] called and said she would have [redacted] call and that he would come out tomorrow to do a termite inspection, free of charge. I was already filling out this form when I got her call and have been so dissatisfied since dealing with this issue since the first part of May, that I decided I still need to report this matter. It is just wrong of Frontline to refuse to return my calls, not send anyone out who is authorized to even verify if we have termites, call me a liar or "confused" ,close our account when we did not request it and say that we never had the termite program when there are traps in our yard and each technician says they check them at our regular service. Because of my husband's illness and frequent hospitalizatons due to [redacted] and [redacted] disease and depression, I have not been checking on how our billing may have changed over the past two years to reflect the deletion of the extra charge that we agreed to for the termite protection. I trusted Frontline to bill us accordingly and I just pay what they bill us. I know if they did discontinue a service we signed up for and thought we had - that it was their responsibility to tell us about that change. I have spent several hours and effort calling them back when they should have been responding to us as their customer. Even filling out this form is time consuming, but I feel it is this type of situation that the company needs to be held responsible for.Desired Settlement: Someone from Frontline to actually come to our home and verify if we do have termites, and what discount treatment we are entitled to, since we were told we were under their termite protection program.

Business

Response:

Dear [redacted],I apologize for the frustration you have had with the way your account has been handled. [redacted] is on his way to your home right now to take care of you and help you in any way he can. He will be there in about 30 minutes. Thank you,[redacted]Frontline Pest Professionals

Review: My wife and I have repeatedly asked Frontline to terminate their pest control services to our home and they refuse to do so...billing us each time after our failed requests to terminate their "services". The manager at the Baltimore office, [redacted], has outright lied to us about the terms of our contract on more than one occasion. I initially fell for this in taking her for her word (and not checking the contract); however, after they once again refused to accept our termination and bill us for yet another appointment, I checked the contract to find that I actually could have terminated their service many months prior to when [redacted] said I was contractually obligated.

I spoke with [redacted] earlier today; however, prior to today, she avoided and refused to return multiple calls that I placed. It has become evident to me that Frontline attempts to entrap their customers into continued billings after the customer requests the termination of their contract. My wife has turned their service people away on multiple occasions. I could go on and on.

To provide specific details on timing, our contract commenced on 11/6/11 and was to run for a period of a minimum of 12-months thereafter. Today is 12/2/13 and we have been trying to terminate Frontline for at least 9-months. Although you would expect a company to simply accept/honor a single (let alone multiple) request to terminate service in any fashion, I will admit that the contract does state we have to terminate in writing. I submitted our termination notice in writing on 7/2/13.Desired Settlement: We simply want Frontline to terminate their services to our home and drop the $90 charge that is now with their collection company. The $90 that they are trying to charge us is for "services" that they provided after we provided official 30-day advance written termination of our contract.

Business

Response:

Dear [redacted],

This email is being sent as part of the Revdex.com's complaint resolution process.

After reading your complaint and looking into your account, I have credited the $90 balance and taken you out of collections. However, Jen was right in telling you when you could or couldn't cancel. The contract is not for a one year time period, but in your case, for 5 services. If there are no delays, reschedulings, or skipping of any of the services then the time period is about one year for the 5 services. But, if there is a delay in service for any reason then the contract would extend past the one year time period in order to complete the 5 services. It looks like we ended up servicing your home 6 times (only once after your 5-service contract had ended) and only charged you for 4 of those services. At any rate, the balance has been cleared, the account has been closed, and you are no longer in collections. I hope these actions will resolve the complaint to your satisfaction. Thank you,

Frontline Pest Professionals

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until the business performs this action and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

[redacted],

Everything you have requested to close the complaint has been done. We credited the $90 and cleared out your balance. We closed your account and have not contacted you. After your latest comment I personally contacted the company that does collections for us and made sure their records were up to date and that you were to not be contacted by them anymore. We have made every effort to help you in this case and hope you will accept that as satisfactory. Thank you,

Frontline Pest Professionals

Review: Bad customer service, technician never shows up. Treated my house yesterday without approval and is conflicting with treatment already in progress from another company. See addtional details below.Desired Settlement: Stop contract without penalty. Tried to stop contract on 7 August via email. Called [redacted] last night and asked why my address was serviced. She said she never received the email. I emailed again and no response at all today. This is typical with Frontline they never communicate and are hard to get hold of. I canceled my contract based on technician not showing up on time. They are good at taking your money. I can supply original email if needed. Thank you.

Business

Response:

Mr. [redacted],

We have received your complaint to the Revdex.com and are responding to it as part of the resolution process.

We apologize for any inconvenience you had in communicating with customer service and with canceling your account. We have located your account and even though you have only received 3 of the 7 services you contracted with us for, we have decided to close your account with no early termination fees per your request. We hope that by meeting your request you will accept the resolution and close the complaint with Revdex.com. Thank you,

Frontline Pest Professionals

On September of 2014 I wanted to cancel my treatments with frontline until further notice. On November 25 2014 a frontline representative treated my home without my authorization therefore $79.00 was taken out of my checking account. I called the customer service line and the manager that I spoke with ([redacted]) was very nonchalant, unconcerned, and inconsiderate of my issue. She told me she would return my call and the following day I had to call her back because I did not receive any phone call. I have cancelled my account with frontline indefinitely And I do not recommend frontline pest control to anyone.