MasterGuard Pest Control, Inc

Very poor service. I explained to them what areas / insects I wanted them to focus on when I signed up for their services. After an entire year of their treatments and several emails to them explaining to them they were not addressing our ant or centipede problem as discussed, they never contacted me to discuss or schedule additional treatments. They also explained that they would spray deterrent to keep bees and wasps away and remove any hives/nests while onsite. Non of this work took place.

My experience with MasterGuard Pest control has been outstanding. My tenants contacted me regarding mouse issues in their unit. They could hear the pests on a nightly basis and saw evidence of them throughout the home. After just 24 hours the tenants said they stopped hearing the mice completely and have not seen a trace of them since. It has been 30 days and they have not heard a thing.
The sales department was very professional and upfront with pricing and services offered. The On Site staff was courteous, professional, and clearly effective. Receipts were provided on demand and the staff was responsive to all of my email inquiries. I would happily recommend to anyone.

Review: On April 20th, 2015, Masterguard Pest Control came to our door selling their service. We agreed to sign up since we were having with problems with outdoor pests. We especially have ants and wasps every year. We made an appointment for application of their product. After 3 applications and almost $300.00 later, the insects were even worse. I called to cancel and was informed I had to do this through Trent, the manager. I talked to him and he gave me the run around on how great there product was and on and on and on. I just felt really intimidated. I told him I would talk to my husband and call him back but until than NOT to put any product on our lawn. A few days later my husband [redacted] called to make sure this was cancelled and told them we were not happy with there product. Well, they just wont stop calling us saying there coming to put on another application, and will bill us. We do NOT want there crummy product, it dosent work! I have talked to a few neighbors that have said the same thing.Desired Settlement: Just leave us alone! We do not want any of there service, it does not work at all. We would also like a refund of all the money we paid them for nothing.

Business

Response:

To Whom It May Concern, On April 18th 2015 we entered into a Residential 12 month service contract with [redacted] and [redacted]; the Initial service to be completed on April the 20th. After the Initial service was completed on April 20th, we then followed up with our first regular quarterly service which was performed on May 11th. Two weeks after this first quarterly service, [redacted] and [redacted] called back because of an ongoing problem with ants; so as outlined by our agreement, we went to their home on May 27th to perform a re-service at no cost to the customer. After another week we had received a voicemail from [redacted] stating that they were still having issues with ants. Even with the most thorough treatments it can still take a few services to break up the egg cycles of the ants, and get the issue under control. In response to the voicemail, we returned her call and let her know that we were planning on re-servicing her home on June 9th. We had never received a call back, and because we would need to get inside, we called them back to reschedule the re-service. The customer finally got back to us saying that they wanted to cancel because our treatment wasn’t working. We yet again set up a time to complete a re-service at their home on the morning of June 19th, a service they refused at the door when our technician went to their home. Again we called [redacted] and [redacted] to set up a time to reschedule this service, and we did not hear back from them until August 13th. [redacted] called concerning the ants, wasps and box elder problems he continued to have; the problem we had been trying to solve with the aforementioned re-services that had been refused. During the conversation we had with [redacted] on August 13th he again agreed to take service, after confirming with his wife. We again scheduled a service on August 19th, for their second paid quarterly service, and were again refused at the door. We rescheduled the service for September 29th, and on September 28th we received a call from an angry [redacted]. During this call she bullied a secretary, saying that they had cancelled months ago. During this conversation, the secretary informed [redacted] that we had a signed agreement with her and we would need to complete the services, or send a cancellation fee, as outlined in the agreement. On the 29th of September, after being told about the cancellation fee, [redacted] called back informing us that she was moving and that they could not afford the service due to medical bills. We are a local company and we always try to work with our customers to help them out. However it is becoming clear to us that they are not being entirely truthful, so we will be sending them a cancellation fee in the amount of 60% of the remaining balance of the agreement, as stated on their contract. They should be receiving this fee within 3-5 business days.

Review: Points of concern...

1. I was advised by their representative [redacted] that they would not apply any chemicals or spray unless someone was home. And, the 1st application (8/16) was done when nobody was home or present. I did not provide my credit card # and it was expected that I would be present at the first application to oversee and provide payment.

2. The day of the 2nd application (9/15 ) was done prior to and after severe rainfall making the application worthless.

3. I called 4 separate times in the early evening and in 3 instances the number was busy. On the 10/4 I reached a voicemail message and was advised to dial a 3 digit number to leave a message and it did not work.

4. As a result of these issues I immediately questioned the validity of the company & the service it provides.

5. I have since emailed on 3 times, once receiving notice that I would be contacted. The only contact I have received has been voicemail messages asking for my credit card number and an invoice I dispute given the lack of service

6. I have requested in each of my emails to confirm their service has been cancelled and I haven't received any response on that topic.

7. Lastly, I indicated that I was willing to compensate them the cost of one application ($95) to eliminate this matter and have yet to receive any response. Given their poor customer service and questionable business practices. I am inclined to retract my offer and resolve matter in small claims court.Desired Settlement: I want confirmation that their service has been cancelled and I am willing to compensate them $75 to eliminate this matter.

Business

Response:

Masterguard Pest Control is a business that services thousands of homes every year. We have a detailed Service Agreement for when issues like this arise. Despite our best efforts to make it as clear as possible occasionally customers misunderstand or simply forget about the details of the Service Agreement. This is why we have everything in writing and require the customer to sign the service agreement before the service is provided. [redacted] claims that our sales rep told him no products would be applied unless he was home. However, our service agreement that [redacted] signed specifically states, "Master Guard Pest Control will service the exterior of the property whether or not the customer is home." Another one of [redacted]'s concerns is that his second service was after a rainstorm, and therefore worthless. However, all of our technicians are licensed and trained so they know when it is to wet to apply an application. Also, our Service Agreement states, "If between regularly scheduled treatments the customer sees that additional service is needed MPC will return and re-service the home at no extra charge." [redacted] questions the validity of our company and the services we provide. However we are licensed according to state standards. [redacted] claims that we have not attempted to contact him to resolve this issue, however I personally have called [redacted] several times. Each time calling two separate numbers that he provided us with at time of initial contact. I even left him a voice message explaining that I needed to talk to him to resolve the issue. We have preformed two services for [redacted] and have not received any form of payment. His current outstanding balance is $184.00. [redacted] signed a one year contract, that specifically state the "customer agrees to pay 60% of the remaining balance if the contract is cancelled prior to the expiration of the one year term." [redacted] has 3 services remaining on his agreement, each costing $95.00. Therefore his remaining balance is $285.00, and 60% of that comes to $171.00. If [redacted] chooses to cancel services at this point he will be held responsible for the $171.00 cancellation fee in addition to his current outstanding balance of $184.00. Attached is a copy of the Service Agreement that was signed by [redacted], with in quoted content now highlighted.

Review: A representative of the company came to our door. Gave us a discounted price and we decided to give them a try. The next time they came out the price went up. Said we didn't look at the fine print so we continued. Had no problems with the company until we tried to cancel, which seems like every other complaint on this site. We called five different times and left messages and never received a call back. I emailed them to tell them we were cancelling and that I had left a message. Still never heard back. Charged our credit card anyway for a service that was never performed. They told the credit card company that they have a thirty day cancellation policy but could provide no documents to prove this. And if it was true why didn't they call and tell us that. We feel like it is a case of fraud. You can't bill for a service that was never performed and then quit answering calls and emails. One number even said it was not in service any longer. DO NOT DO BUSINESS WITH THIS COMPANY!!!!Desired Settlement: I would like our money back, they did nothing to bill us for

Business

Response:

To Whom it May Concern, As per the signed service agreement that we have on file for this customer (I have attached for your reference), after the initial 12 month agreement, a 30 day written cancellation notice is needed to cancel services. To date, this notice has not been provided,which means that the customer is still scheduled for quarterly service with MasterGuard Pest Control. To remedy this issue, since it looks like the technician was unable to complete their service in November, although it was charged (because of the lack of cancellation), I would be happy to send a technician out to the customer's home for a quarterly service free of charge in February, which would have been the next scheduled service. Once this service is complete, we would be able to terminate future services using this complaint as a written cancellation notice. This allows MasterGuard to maintain their cancellation policy, but ensures that the customer is not paying for a service that they did not receive. If the customer has any questions or concerns, they are welcome to contact me directly at ###-###-####.Regards, [redacted]MasterGuard Pest Control

Consumer

Response:

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

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,

This company is difficult to deal with and is mainly interested in collecting cash. Don't sign-up. If you cancel, you still owe 60% of the bill. They then turned our name over to a collection agency to try and collect a cancellation fee!
There are plenty of great pest control companies, this is not one of them.

Masterguard did an excellent job. All the technicians and staff that I've interacted with have been extremely proffessional. The one with the southern accent was a gentleman and provided excellent conversation while he serviced.