HomeShield Pest Control

We keep detailed records of all correspondence with our customersThe following is Ms***'s complaints, followed by what our records showMs*** stated that the inside of her home was not treatedWe routinely sent Ms*** either a phone call or a text stating the day that our
technician would be servicing her homeOur technician is unable to service the interior of a home if the customer is not at homeWe let our customers know that if they do miss our technician, they can call to set up a free reservice appointment that works for themMs*** states that "she did not believe we were still coming out until a year later when she saw her credit card statement (which was on autopay) and it had numerous charges from this company." We do not know how Ms*** did not know she was still receiving serviceWe continued to send phonecalls or texts to Ms*** prior to our technician coming to her homeAt that time, the tech services the home, then leaves the work order or invoice at the doorAfter each service, Ms***'s credit card was processedThe last two services done at the home were on 1/12/(text message reminder was sent on 1/11/@ 10:am) then the final service on 4/10/(text message reminder sent on 4/4/@ 3:pm)These are the two services that we did not receive payment for, and she is now stating she never knew aboutShe also states that we charged her $per service, but the price was $94, as agreed upon by Ms*** in her signed contractMs*** states that "she contacted her credit card company and filed fraud charges which were upheld and taken off her account." We were unaware of this until 5/9/when we received a voicemail from Ms*** asking to speak to the ownerAt this time she stated she had filed a fraudulent report with her credit card company to get her money back and was not satisfied with her serviceThese services are not the payments she was sent to Collections forHer credit card we had on file was not valid for her last two servicesWe had called and left messages with Ms*** on 1/13/17, 2/16/17, 2/24/17, and 4/7/about updating the credit card information we had on file for herWe never received a response from her until her 5/9/messageMs*** said she "contacted the pest control company and told them not to come out any more and mailed them a letter reiterating this as well." We do require cancellations in writing, but we NEVER received a letter from Ms***, and didn't even receive a phonecall stating that Ms*** wanted to cancel her service until after the services in question were already completedThe last service we did at Ms***'s home was on 4/10/We received a note from her technican stating the following: "After I completed the service, customer said she cancelled a month ago." There were no notes on the account telling us she wanted to cancel, so on 4/11/we called and left a message with Ms*** to follow up with herWe deleted her service setup at that time and asked her to please give us a call backMs*** stated that "she called several times requesting for the owner to call back, but we continued to have a receptionist call back." Our owner, *** ***, was in Los Angeles working at our other office the two times Ms*** calledMr*** delegated to me, Stephanie ***, Ian's mother, to speak with Ms*** to try to work with her and answer any questions or concerns about her accountI called Ms*** on: 5/12/17, 5/19/17, 5/23/17, and 6/8/and was never able to reach herEach time stating my name, that Mr*** had put me in charge of her account, that this is a family run business and that I have full authorization to work with her and to adjust her account if necessaryI even left my cell phone number with her during each call so she could reach me at any timeI had at first given her the deadline of June 1st to receive payment or account would be sent to Collections, but extended that deadline to June 12thShe never once tried to contact meWe had no choice but to send her account to Collections

I am rejecting this response because:I did respond to the text reminders saying do not come I have cancelled service as in January I had called and told whomever answered the phone that I no longer wished to receive service (then followed up in WRITING, I have a copy of the letter).  The reason I did not respond to their efforts to put a credit card on file is because I had cancelled.  I was unaware they were still coming until I came home and saw a ttuck in my driveway and tequested him to not come again as I had cancelled SIX months prior (not one as they stated).  As I have stated I paid the collection account, however if I am not refunded I will be taking legal action my credit card company already found their charges to be fraudulent

Review: Did not fulfill the service that was promised by the owner of the company.

Before entering into this 1 year contract I spoke with the owner and stated that I travel & my wife sees clients at the house. We keep the side gates locked and its not worth paying them without them being able to do the whole service. We needed them to call a week in advance to see when they could get in the side and back yard. They kept calling a day or that day and I told them that they could not come. I informed the service people and the front office multiple times of my desire to have them call a week in advance and everytime they stated that they would do it. I called today (June 11th, 2013) to cancel and was transferred to the office manager. I explained the situation to her and she admittedly stated "that it was their fault that they had in the notes to call on their way, not an hour, not a day and especially not a week in advance." I told her I wanted to cancel and she said that I had one more quarter and that if I cancelled there would be a penalty (in the $160 range) and I only pay $89 per month. I told her if I refused what was she going to do and she stated that they go through small claims court. I told her that she admittedly was in breach of contract, per my discussion with the owner. She stated that it only matters what is on the contract Not what is said verbally. I told her I wanted to talk to the owner and she said he wasnt available.

This is pure breach of verbal contract and the poor service is purely their fault. I hate being held hostage nor should I be!Desired Settlement: Let me out of my contract and leave me alone!

Business

Response:

Business' Initial Response

The customer was refunded his money and we canceled his agreement before the end date of the agreement. Upon talking with the customer we realized that it was a miscommunication and he was happy when we completed the call. The customer is wanting to come back to our company for his pest service.

Review: They lie about the service they provide and charge for it. THen threaten with court when you dont pay.

in feb 2012 I signed into agreement for services. Services were always late. They were suppose to call first and never did. Through the entire year they always charged me for service. I always asked, "Why are you charging me for full service, you dont call, you dont do the back yard, yet you charge me for full service?" I tried to cancel my service and I was threatened to be taken to small claims court. Therefore, I reluctantly finished my contract. After my service was contractually done they continued to show up at my house and perform service and send me bills. I have called the office manager [redacted] who just laughed and was no help. I sent two emails on the 20th and 30th of june to cancel. Yet, I just recieved another buciness card on my door indicating service on 8/27/13. Now I just recieved a letter indicating im past due and a threat of additional actions if I dont pay. What was more disturbing....they kept my credit card on file from a previous payment. This was against my approvalDesired Settlement: I want my account cleared, I want my accoutn erased from their system, and I want them to stop coming to my house and servicing.

Business

Response:

Initial Business Response

We have credited Mr. [redacted] for his last service.

Thank you,

Review: We hired Homeshield Pest Control to spray our residence for insects and spiders. After the service was provided the insect problem continued. Homeshield Pest Control indicated they would re-spray, however we continued to have insects and spiders. Our contract with Homeshield Pest Control ended May 31,2013, and we provided written notice to discontinue service. On July 16th Homeshield Pest Control sprayed and sent an invoice for $85.00. We contacted Homeshield Pest Control indicating we didn't authorize the service and wouldn't be paying; they would not work with us.

Product_Or_Service: Insect/spider pest control

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Homeshield Pest Control clear the charge of $85 due to the contract being out of date and inadequate service provided.

Business

Response:

Business' Initial Response

We try to be extremely fair with our customers, but this customer contacted us on July 30th, 14 days after his fourth quarterly was performed. He told us that he had previously cancelled (which we have no record of in our office) and we were told that if any employee from our company entered their property, they would call the police. Our office did not receive a cancellation letter until the letter dated July 30, 2013. His "previous" cancellation letter was either lost in the mail or never sent.

Our technician completed the customer's four quarterly services on 8/21/12, 11/9/12, 2/7/13, 7/16/13, with a free Reservice on 4/11/12. Our company offers reservices whenever needed, free of charge.

The agreement signed by the customer states:

"If service is canceled prior to fulfilling the (12) twelve-month agreement by refusing to receive or pay for service AS INDICATED IN THE ABOVE CALENDAR AND PRICING, for any reason, the customer agrees to pay the difference between $169 and the discounted price of the initial treatment." The agreement calendar lists four quarterly services priced at $85 each. Because the customer agreed to these services, we were able to discount their initial service from $169 to $50. If the customer were to terminate the agreement before the four quarterlies were performed he would owe an early termination fee of $119. (Which is more than the price of the fourth quarterly, which the customer is debating.)

Until this time, we had only been called once, (in April) to come perform a free reservice.

If we had received a cancellation letter before the fourth quarterly was performed, the customer would have owed the early termination fee of $119, rather than the cost of the fourth quarterly ($85) which was performed.

We regret that the customer was unhappy with his service, but we were more than willing to go back as many times as needed to take care of any issues.

Thank You,

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The service provided did not remedy the insect problem, asking the company to come back and re-spray will not be any more effective than the first spray. The second problem is the cancellation of the contract. We provided a written letter 30 days prior to our contract ending which the last spray shouldn't have been completed inwhich we wouldn't have a balance due.

I have picture showing spiders and webs, as well as ant and insects that are still alive and present all over the property. We have not been satisfied with the service provided from the start, however we have paid each bill during our contract. Since the contract ended, we feel we're not responsible for paying for the last service provided for $85.

Review: I never received phone calls back, was argued with, called a liar and threatened to be taken to small claims court.

When I hired Home Shield Pest control I had no real problems. It was when we actually needed re services, which were included in our quarterly services that we were never called back nor treated in a professional manner. We called multiple times because we were still seeing spiders, ants, and earwigs. We called with a complaint of ticks, and finally when we were not called back about noticing rodent droppings I had had enough. I called the office multiple times only to get an answering machine and never received a call back. Finally a technician came out to our home and I let him know that we would like to cancel our service with them and that we would like the office to call us. Since they would not return phone calls I was not able to let them know over the phone that we would like to cancel. Once that message was relayed to the office they called us back. The first phone call was from the office manager, on August 9th she left me a message and I called her back. To my annoyance she had another employee call me back to let me know that we had to have another service before we would be released of our contract. I told her that since the company did not hold up their end of the contract that makes it null and void. She put me on hold and "spoke with the owner" she let me know that he said I was correct and that we were not obligated to have our last service. I tried to explain to the office staff why we were so un happy and she proceeded to call me a liar and state that she had a hard time believing that any of this went on. Well I hung up the phone believing that this was all behind me. I received a letter in the mail on August 13th from the office manager Renee, who originally called me and it stated that we had to have another service or we would be sent to collections. Beings that it was after hours I wrote a review on Yelp to let consumers know of my experience. I called the office that next day August 14th and spoke with the office manager, who called me a liar and told me that we would be going to small claims court. After I was getting no where with her I asked to speak with the owner. I spoke with [redacted], who responded every now and then with a yes or uh huh. Told me that he would call me back and let me know how he would handle the situation and that he would take my complaints into consideration. Not once did I get an apology nor did he even try to fix things. I called on a Wednesday and when I didn't get a call back by Friday August 16th I called the office yet again. I spoke with [redacted] and he let me know that he would let me out of contract and that we would owe nothing. I asked him to email me the details of our conversation and I am glad I did. After calling him again on Friday because by 4 pm I still hadn't received the email, I finally got the email. I was happy to have this all behind me and to not have to pay for services that were horrible and that I had to chase around to get, and ultimately never received. To my surprise I received a phone call from [redacted] this morning, August 19th, and was asked to remove my review on yelp. I let [redacted] know that had he handled my issues and account with professionalism that I would have but I want people to know what kind of business they would be hiring and that I would not be taking down my review. That is when he raised his voice and told me that if I didn't remove my review that he would be charging me my last quarterly, and a cancelation fee and that he would be taking me to small claims court. This is what drove me to make a complaint with Revdex.com. It was bad enough when I was being called a liar and treated with such dis respect and paying a company all the while but I have drawn the line at being threatened with small claims court. Desired Settlement: I don't want anything from this company than for them to admit that they were wrong and them hold up what they have already stated that we are out of contract. That we do not have to have a last quarterly service and that we will not be paying any cancelation fees. Also if they decide that they do want to pursue this in small claims court after having the email that proves that we have already been released from all obligations to this company that they would be responsible for all fees including any attorney fees that we incur because of this.

Business

Response:

Initial Business Response

We did our best to please the customer; our owner agreed to give in to her demands--to waive all fees in dispute to keep her satisfied. But then she proceeded to let us know that she would continue to advertise on "Yelp" how unhappy she is with our company. It is her right to say what she wants, but it is also our right to require her to stand by her signed 1-year agreement.

She stated repeatedly that our office staff called her a "liar". No one in our office ever used that word in speaking with Mrs. [redacted]; when we did not agree with what she was saying, she took that as us calling her a "liar".

We have chosen to hold Mrs. [redacted] to her signed agreement.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Well as usual this company has continued to make up lies regarding this situation. Yes the owner did agree to let me out of my service agreement, which by law he had no choice considering his company was not up holding their end of the agreement. Because of this company's lack of follow threw I had him email me the contents of our phone conversation which he did. When he discovered that I wrote a review on yelp he decided that he was going to make a phone call to me and threaten that if I didn't take down my review he would go back on what we discussed. I refused, and yes it is still there, so he had his office manager write me a letter threatening court and told us we had by a certain date to pay. Then before the date came they charged our credit card with out authorization. We specifically wrote on our service agreement that they were not to charge our card without authorization. So not only did this company make harassing phone calls, write threatening letters, they fraudulently charged our credit card without authorization. We will not pay the cancelation fee, we have opened a dispute with our bank and we have all documents needed to "go to court" should they continue to make a fight out of this. I will do everything in my power for this company to never be hired and for a customer to never have to deal with such an un professional company.

Review: STAY AWAY!!!!!!! If I could give negative stars I would! Home Shield solicited door to door in our neighborhood last year. My husband signed us up for quarterly service and the initial visit was actually ok. We have dogs and kids and very clearly told them we wanted them to come only when we were home. After the initial visit, they would never come on Monday's like we asked. We got random phone calls informing us they'd be out on different days each time. Each time, we'd call back and ask them to come on a Monday when were home, and our requests were ignored. They would just leave a bill on our front door, and the last 2 times, we got billed, we don't think they even did service. We got the feeling they were purposely leaving a bill on our door when were not home so they didn't actually have to do anything. In April we decided we'd had enough and called to cancel. They'd just come out on the wrong day again, so we asked them to come back out 1 last time to re-do our service (which they agreed to). They came out and the technician that came that time, Keith, was actually very nice. My husband had a lengthy discussion with him about why were cancelling and did our final service. We heard nothing else from them over the past 5 months until last week when I got a random call from them that they were in our area to do our service? I called the office at 11am and asked what was going on, because we cancelled our quarterly (every 3 month) service 5 months ago. Pebbles, the receptionist, informed me that according to them our acct was still open and I needed to now send them written cancellation. I asked to speak with a manager, and of course no one was available. I was told that someone would call me back. At 4:30pm that same day, I got home from work and found that they had come out and serviced us anyway! I called the office again and spoke with Pebbles who re-iterated that a manager was still not available and would call me back. I informed her that I was very upset that they had been on my proDesired Settlement: Refund and written apology. They are so terrible. I've had to make multiple phone calls and they are by far the worst pest control company I have EVER worked with.

Review: On January 13, 2014 we sent a complaint letter to HomeShield Pest Control Management operating with license #PR 6520. We received a phone call from [redacted], President HomeShield to resolve our issues. [redacted] waived the cancellation fee; however, he did not offer to refund the service charge in January. I updated reviews online with my experience and opinion of the bad service. Ian asked me to change the reviews online, and he would refund 1/2 of the Jan charges. I told [redacted] I would update the resolution not the star rating on "1" star, but [redacted] now wants money back that he refunded to us. We feel this is blackmail, and need assistance.Letter:The service agreement we signed outlines specific months for quarterly spraying services. Currently, the contract is authorized for quarterly service in months: March, June, September, and December. We did not receive pest control service or notification about a canceled service in the month of December 2013. Furthermore; without our permission or contractual agreement, a technician sprayed our property in January 2014. The January service was performed without our consent, and funds withdrawn from our bank account without notice of $94.00. Due to these circumstances, we (the consumer) have the right to terminate a contract if the HomeShield Pest Control has breached the contract. Since HomeShield failed to perform an obligation as expected under the contract the contract can be terminated by the other party (the consumer). The immaterial breach occurred when Homeshield:Does something that the contract prohibits, orPrevents the other party from performing its obligationsDue to a breach of contract by HomeShield; we want to cancel our service agreement without the enforced cancellation fee of $250.00. The Structural Pest Control Board explained our consumer rights on 1/13/2014 via telephone. We prefer to work directly with your office for resolution; however, we are prepared to proceed with a formal complaint to the SPCB against license #PR 6520Desired Settlement: We want the Revdex.com to investigate the criminal business practices operations within HomeShield Pest Control. The bookkeeping practices and service agreements are not adequately executed. The service agreements are not completed with necessary info in our Lincoln, CA area, as there are no service agreement terms time circled on the contract or the company license number on the contract. Our bank accounts were charged incorrectly repeatedly, and the technicians trespassed without consent.

Review: Trespassing

I have had two services from Homeshield Pest Control. I was called to schedule my 3rd visit, however I informed them that I was away and not to go on my property with out me being there, I told them I would call when I returned to schedule the visit. A couple of days later, I got a second phone call letting me know that they would be out the next day, I again informed them that I was not home, and I would call them to schedule when I return.

This company totally disregarded my requests.Desired Settlement: I am not willing to pay for the job completed and I wish to cancel my contract with them as I cannot do business with a company that knowingly goes against requests to stay off the property.

Review: This company has charge me for complete services that were NEVER completed as per [redacted], the office manager. My contract began in 07-2012 and we had never received a complete treatment. In June of 2013 I sent my written letter to cancel service as the technicians either showed up when we were not home after requesting them to arrive after 3pm or on Mondays which we were off at that time. I called on June 12, 2013 to verify that the letter WAS received and it was and explained why I chose to terminate service with this company. Was told by [redacted] that the previous 2 technicians did not do the job correctly and would send their TOP technician out to do the service on 06-14-13, low and behold he NEVER showed up and NEVER called. 06-19-13 received a call stating that the now rescheduled service appointment will not be completed as 2 people called in sick today and 1 yesterday so they were playing catch up. An hour later I received a call saying that it was a mistake and they would be there between 3-5pm. Contract was completed in July 2013, but due to the problems, Ian (owner) and [redacted] (office manager) agreed to offer 3 treatments at no charge, never saying that they were giving me another 1 year contract as I NEVER did or NEVER would have signed anything to extend my contract. Low and behold I got the 3 services (half services), because they only show up when we aren't home so they don't access the backyard or the garage. Then they attempt to do a 4th treatment when nobody is home and now they want to bill me. Filed a dispute with the credit card company as well, as they continue to bill me for $99 for services that were not requested!Desired Settlement: I feel Homeshield Pest control should not be charging me $99 as I did not sign a contract and did not request for them to just keep treating 1/2 of my property.