[redacted], We are sorry to hear about your frustrations on your account. Below we will list all communication we have with your account. The phone number that we have on file is ###-###-#### and the email we have on file is [redacted]. These are used for text, voice, and email...
reminders/notifications. 6/19/17 at 7:32PM an email PDF file of your signed service agreement was sent. We have attached a copy of that service agreement. 6/19/17 at 7:36PM your account [redacted] was created after signing up for our one-year quarterly service with our Door to Door salesman Geoff. 6/19/17 at 7:36PM an email reminder for your initial service for 6/20/17 was sent. 6/20/17 at 7:53PM an email completed service notification was sent for your initial service performed that day. We have attached a copy of that service notification. 7/25/17 at 2:01PM an email, text, and voice reminder were sent for your upcoming quarterly service on 7/27/17. 7/27/17 at 1:04PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 11/3/17 at 12:30PM an email, text, and voice reminder were sent for your upcoming quarterly service on 11/9/17. 11/9/17 at 2:09PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 12/4/17 at 12:12PM the following email was sent “Dear Valued Customer: As the colder weather is beginning, we would like to take a moment to briefly explain your winter pest service. Listed below are the reasons Hawx Pest Control will continue to treat your home through the winter months. We hope you find the information in this letter useful, and as always, you may contact your local office regarding any other questions you may have. 1. Termites, carpenter ants, cockroaches, earwigs, and many other insects can thrive indoors, as the weather is always pleasant inside! 2. Rodents can find their way into your home, should this be the case, we have measures we can provide to be rid of mice and rats. 3. Inspecting and/or treating entry points like doors, windows, and peepholes provide lasting protection and ready your home for the emergence of pests in spring. We use a moisture resistant dusting treatment under siding, in cracks and crevices of the home, and around the windows and doorways; this dust will penetrate deeper than any liquid application, reaching pests that may have found a place to nest for the winter. 4. When we remove spider webs which may be carrying egg cases, we prevent them from reemerging when the weather warms up. Remember, invasive pests want to be indoors during the winter for the same reasons you do! It is important to perform a comprehensive pest control treatment to ensure that your home is protected year-round. 5. Insect breeding is based on temperature, instead of seasons. Every so often during the winter there are warm days, warm enough for insects to emerge quickly and breed. We want to ensure that even in the winter months, insect breeding is brought to a minimum, which will help reduce future populations that would have hatched on your property. We hope you and your families stay warm this winter, and we look forward to keeping you pest free! Best Wishes, Hawx Pest Control” 2/2/18 at 1:40PM an email, text, and voice reminder were sent for your upcoming quarterly service on 2/9/18. 2/2/18 at 1:46PM a text was sent in reply to our reminder saying, “Sorry I cant talk right now.” 2/9/18 at 11:37AM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 2/12/18 at 10:17AM we received a call requesting to cancel. At this time our Customer Service Representative offered to send someone to your home to treat the interior since that is what you were wanting to cancel for. You declined that service. When signing up for our services if at any time you are unhappy or have not received the service that you wanted we will send a service professional back out to treat, at no additional charge. We provide 100% warranty, as stated in our service agreement. Interior service is per request, it is no additional charge, we just need to set a two-hour time window to treat the interior. This one-year service agreement includes 5 services, you have received 4 out of the 5 services. What we can do is send our Branch Manager Tim to your home to perform a free interior and exterior service at a time in which you are available. We service Monday through Friday from 8AM-5PM and Saturdays from 8AM-4PM. If you are only in need of interior service, we can schedule a later time of day to work around your schedule. We can set up a customer preference on your account that will have our service professionals call the phone number listed on file 1 hour prior to each service visit arrival to insure someone is present for interior service, as well as not allow them to treat without someone being present at the home. Your rate for your quarterly service is $99, we can lower that rate for you to $79 for your last treatment. If you wish to cancel we request that the discount on the initial service of $214 be returned. We hope with all the information we have provided we are able to come to an agreeable standing. Please let us know how you would like to proceed, we look forward to hearing from you. Thank you, Hawx Services
[redacted], We are sorry to hear about your frustrations. It looks like you signed up for services on July 10th, 2017 at 1:32PM with a door to door salesman named Dallin. At the time of signing up you signed up for a one-year service agreement with 5 services. In this agreement we do provide a...
winter treatment, we use a dusting product that withstands through the snow and rain. This is used around the cracks and crevices of the home to maintain the barrier, it is the most effective treatment because all pests are dormant at this time of year. The reason our program takes place through all seasons is because we are maintaining the barrier of your home, making your interior pest free. We are sorry to hear that you happen to also be with Terminix at the time of signing up, however we do have a signed service agreement on file. The gentleman who came to your home on December 1st, 2017 was our Branch Manager Milton. We are unsure what his race has to do with your services, the service that day did not take place and it was cancelled after speaking with you. At any time, you are unsatisfied or are having any type of problem we warranty all services, we would be happy to send our Service Manager or Branch Manager to your home to retreat your concern areas. We have attached a copy of your service agreement to this reply. At this time what we can offer is lowering your quarterly rate from $99 to $79 for your last 3 treatments on your service agreement, or we can close your account and apply the discount given on the initial service of $170. We hope we can come to an agreeable standing at this point. Thank you, Hawx Services
Complaint: [redacted]
I am rejecting this response because:This is completely false advertising. The door to door salesman never mentioned any sort of a contract for 12 months of service. I am not disputing that this could've potentially been listed in some fine print. However, it is illegal to falsify information in order to get someone to sign. When the salesman came to the door in the first place, they were in the wrong because we live in a no soliciting village and a no soliciting sub division. My husband was home alone with our three kids, and he answered the door for this salesman and trusted him to not falsify a document. Unfortunately, that seems to be the "sales" tactic for the Hawx company. The cancellation of our contract was step #1 in righting a wrong committed to my family. Step #2 is refunding the $99 for the second service which we were told was completely free. Again, this was falsely advertised as a free service. We did communicate the spider issue via phone. That was the whole reason why a technician came out! We were never told of anyone just randomly coming out in one month's time to spray and hit our card with another charge. We were told this was FREE. There is not much more I can say other than we were lied to on multiple occasions in person and over the phone. I am aware that my response will be publicly posted on the Revdex.com website, and I am happy to know that others who are considering the Hawx company will be able to read about our negative experience. I am not willing to pay a $75 Revdex.com arbitration fee for something that cost us $99. However, I have all the time in the world to share my negative experience on every available platform that consumers use to choose a company with which they would like to do business. I feel like this will cost Hawx much more in the end. Sincerely,
[redacted]
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]
Dear customer,Hawx has performed the services as they were explained and as they were agreed upon in the contract. I will address the 4 points you brought up in your response.1. Our technician preformed the service and took notes of exactly what he did. He asked for your signature saying that he was doing the service. He is permitted to receive the signature before or after the service. As you stated before, you left the home when he arrived. He would not have been able to have you sign after because you would not be there and so he had you sign before.2. We apologize that the doors were left open and that your dog got out. We accept responsibility for that and have addressed it with the technician.3. We have reached out to you about your concerns but have not received any communication back.4. When the salesman was on your door he offered half off of the first of five services in the year long agreement. We have the signed document on file that we sent to your email for the 12-month contract.We have attempted to contact you over the phone but have not received any response. As stated before we would love to talk with you and find a way to work it out.Thanks,Hawx
Complaint: [redacted]
I am rejecting this response because:The business has given this response several times. The salesperson was dishonest up front. Once I realized what was happening, I canceled my service. They want to charge me $100 for canceling my service. I never agreed to this fee. I have paid for services that were completed. This company calls me every single day over $100. I refuse to pay this fee. This company is deceitful and dishonest. I refuse to do business with them, or pay a fee for canceling something I wasn't aware I was signing up for in the first place.
Sincerely,
[redacted]
Dear Customer, We apologize about the confusion. We have reviewed the situation and have closed out your account without a fee. We apologize for the miscommunication. If you have any other questions we would love to assist you at 469-453-1440.Thanks,Hawx
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]
Hello,I apologize for the confusion over Alterra, and I would like to clear that up immediately. I used to work for Alterra as a manager and have been through a buy with them and I am familiar generally with how the contracts of the buy out go. The owners and managers of Alterra are no longer...
working under Alterra, but are working under a new startup which they plan on selling in 3-5 years and they have actively come out and stated that to their employees, so that is not my own guessing at work, but fact. Alterra was bought by Terminix but in the contract Terminix had to keep Alterra's name for a short period of time. Alterra is managed by Terminix Managers. I still talk to my friends who still work for Alterra and I have been told that Terminix is in the process now of dissolving Alterra into the company. I promise you were not lied to about the situation, Alterra was bought and will be dissolved. If you would still like to cancel, even after being given this information, please call the office and ask to talk to me, I will be more than happy to go over any other concerns you have. Thank you so much for your feed back! I hope to hear from you. Best Regards,James S[redacted]Branch Manager
Dear Customer,We apologize for the delay in responding to you about your concern. After speaking with the salesman we believe that there was a miscommunication about your agreement. We will be closing down your account. If there is anything else we can do, please call our office at...
To whom it may concern, [redacted] started service with HAWX Pest Control on May 4th, 2016. Her initial service was provided on May 5th, 2016, she called in for a reservice on May 12th, 2016 due to ants in the kitchen. The reservice took place on May 13th, 2016. On June 10th, 2016 we sent out a...
call, text, and email reminder for her upcoming service on June 14th, 2016. [redacted] called our office on June 13th, 2016 stating she would be calling to update her new card information because her old card had fraud activity, at the time of this conversation she never stated she wanted to cancel services. We preformed the first quarterly treatment on June 14th, 2016. On August 29th, 2016 our billing department reached out to [redacted] about the past due balance from the June 14th, 2016 service. At that time [redacted] said that she would pay the balance on the portal and didn’t tell out representative that she wanted to cancel services. On September 8th, 2016 we send out a call, text, and email reminder for her upcoming service September 12th, 2016. She texted back to the reminder stating we do not want this performed, please cancel. My grandmother is with my dogs and I do not want them going crazy with her there, please cancel. She sent the texts late at night and by the time the office staff got to the office the service was performed. We marked this as a free reservice due to it being on our end that the service was provided. We then sent a text message on September 19th, 2016 about the past due balance and there was no response. Billing called [redacted] September 29th, 2016 and her daughter answered and we asked to have her mom call us back, we never received a call back. Attempted to call [redacted] October 3rd, 2016 and October 11th, 2016 no answer either time. On October 12th, 2016 a text, call, and email reminder was sent out for her upcoming appointment October 14th, 2016. [redacted] emailed our office stating “Do not come to my home u have not wanted this the past 2 times and you continue to come for a service I do not want! I will be filing a Revdex.com report after multiple times of telling you not to come to my home. I DO NOT WANT YOUR SERVICE!” We replied to her email with the following, “[redacted], We will not be coming to service your home on 10/14. However, your account is not cancelled. Please contact the office to close your account. Thank you, Hawx Pest Control (855) 527-2343 [email protected] www.HawxPest.com. We have now zeroed out and closed [redacted]’s account with us and will waived the cancellation fee, however we will not refund the money for the services rendered.
Dear Mr. [redacted],You are misinformed on the method in which we use our pesticide dust. We are not applying it to the outside of the home, we are applying it with the proper equipment into cracks and crevices around the home, in the attempt to control insects and spiders that have harbored deeper into...
the walls to survive the cold or lay eggs. On the occasion that it does warm up, and these pests hatch or come out of dormancy to breed, the dust will be there to stop them. Many companies use winter as an opportunity to place pesticide dust into the cracks and crevice, where liquid applications cannot reach, this is common practice in the industry and very effective pest control. It is also in compliance with the label and state law to apply dust in this way, and I verified that with the State Chemist after your complaint was submitted to him. Furthermore, we have already let you out of your contract with no further charges to you, and I don’t understand your persistence in badgering our company publicly, when we have done nothing wrong to you or your home. Our service is great, and I am sorry that this misunderstanding of our winter applications has led you to believe otherwise, but we are very confident in the applications that we give to our customers. Thank you, Hawx Services
[redacted],We do apologize that you are unhappy with our company. Your sales representative Hayden is now our Service Manager, we would like to set up a free service for him to come out. We would like him to be the one who treats your home from now on so that what you were promised by him and our office as well is taken care of. Your rate is per treatment is at $69 which is our friends and family rate, we are unable to provide service at a lower cost. We are able to provide one free mosquito treatment on your account. We hope that what we have offered today will be a resolution for both parties. Please let us know how you would like to proceed.Thank you,Hawx Services
Dear [redacted], We are sorry to hear about your frustrations. It looks like we have left multiple voicemails regarding your concerns with your account. The voicemails have been left on October 24th, December 1st, December 15th, December 27th, and January 5th. We have removed the invoice for the...
October 16th service that was marked as completed when you had cancelled that appointment. We also have received your letter to terminate services at this time, however when you signed up for services with Robbie you agreed to a one-year service agreement. On that one-year service agreement it agrees to five services, you have only received one of the five services. If you wish to cancel prior to fulfilling the agreement, you agree to give back the discount given on the initial service. An initial service as a minimum cost of $229, you received your initial service at no cost. We have attached a copy of your service agreement for your review. We have lowered your discount given to $89, the rate in which you were signed up for on your quarterly pest services. We hope this will make both parties satisfied. Thank you, Hawx Services
[redacted],We are sorry to hear that the offers we have made do not meet your needs. What we are able to do since we offered your quarterly rate to change from $89 to $79 we can change the invoice to the $79 as well. Since we have performed 3 services on your home we think this is a reasonable amount in which should be paid. That would equal $26.33 a service. We are sorry to hear you do not want to continue services with us and we have updated your account to this price. If you have further questions or concerns please let us know.Thank you,Hawx Services
Hello,My name is James, I am the Branch Manager of the St. Louis branch. I am grieved to hear about this experience that you have had with our service, and I will definitely be looking in to find out why our technician spent such little time on the service. As frustrating as that event is, to both...
of us, I am happy to inform you that their are better options than cancelling. We offer free unlimited reservices to ensure the satisfaction of our customers, which is good news for you! If you are seeing more spiders, that is simply because the pesticides used are upsetting their normal nesting habits and they either die off or are forced out. That is why we try to return a month from the Initial service as your first quarterly treatment, to target those insects and spiders that you may be seeing as a result of the flushing treatment from the initial service. If there are any other reasons that you are dissatisfied, such as receiving a service that you feel was too short, we can come back, for free, to meet your expectations of what you are paying for. I would be more than happy to come out to service the home and resolve the issues rather than paying to cancel the services that you have signed up for. I will be reaching out to you, to set up an appointment for a free reservice. Thank you for your time and I apologize that I did not hear about this until now.
Complaint: [redacted]
I am rejecting this response because my complaint is about the first time your organization "serviced " my home. The service did not cover the promised services. I called to cancel and your management advised me that someone was already at my house a second time as well before I contacted you. So, you did come out a second time and still hadn't done the service as promised.
Sincerely,
[redacted]
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]
[redacted],We are sorry to hear about your frustrations with your account. It looks like you signed up for services on June 26th, 2017 at 1:50PM with our door to door Sales Manager Dallas. We would like to apologize for any miscommunication that had happened on this day. When signing up for our...
one-year quarterly service program, you agreed to 5 services. An initial service which took place on June 27th, 2017 at 11:55AM, and four quarterly services. Your first quarterly service took place on October 17th, 2017 at 5:37PM. You have three days after signing up for service to cancel without further fees. It looks like you were unaware of signing up for more than one service however, on July 31st, 2017 at 11:39AM we received an email reply to your upcoming appointment reminder stating “I just had my initial service about a month ago so don't need service yet.... early September should suffice...please send new date via email. Thanks [redacted] Sales Consultant Topix Pharmaceuticals 925-788-2249 636-628-8065” we replied “[redacted], Thank you for your email. After your initial service, we return to your home after 30-40 days for your first quarterly service. After this service, we will return every 90-days. We have attached a copy of your service agreement for you to review. Please refer to your calendar for a schedule of services. Thank you,”. We received you’re email on August 1st, 2017 at 6:42PM requesting to cancel “Please cancel my service Salesperson told me it was quarterly I'm not interested in more than that [redacted]” in reply we stated “[redacted], We are sorry to hear that you no longer wish to receive service from Hawx. We have cancelled any upcoming appointments, and sent your request to cancel to our cancellation department. A team member will contact you to confirm the closure of your account. Thank you,”. In order to cancel services, you must speak with this department in order to go over your service agreement. At this time in hopes to come to a resolution we can lower your quarterly rate for your last 3 services from $99 to $89. If you wish to cancel, we request that the discount on the initial service be given back of $130. We have attached a copy of your service agreement for your review. Please let us know if you have further questions or concerns.Thank you,Hawx Services
[redacted],We are sorry to hear of the frustrations occurring with your account. After reviewing your account, we have provided 3 of your 5 services as well as 4 free reservices. Your first service was June 20th, 2017, at the time of this service no one was home to receive interior treatment, so an...
exterior treatment was provided. Your first reservice was July 24th, 2017, at the time of this service free mosquito service took place as well as your backyard and interior being treated for pest control. Your second service was July 29th, 2017, at the time of this service a dog was in the backyard making us unable to treat it and only perform service on the front of the home. Your second reservice was August 4th, 2017, at the time of service we performed a mosquito and pest service in the backyard of the home. Your third service was October 24th, 2017, at the time of service no one was home to treat the interior, so only an exterior service was performed. Your third reservice was January 31st, 2018, at the time of service no one was home for interior service and our service professional was unable to access the backyard. Your fourth reservice was March 2, 2018, at the time of service no one was home for interior service, our Branch Manager thoroughly treated the exterior of the home. We 100% warranty all services, anytime you are unsatisfied you can call our office and request a free reservice. We are happy to make your account to where only our branch manager may service your home with you being there. We can also apply a $30 credit to your account for the frustrations. At this time, you have two services remaining at $69 each. We would also like to set up another free reservice with our branch manager for you to discuss your concern areas of the home. Please let us know how you would like to proceed.Thank you,Hawx Services
[redacted], We are sorry to hear about your frustrations on your account. Below we will list all communication we have with your account. The phone number that we have on file is ###-###-#### and the email we have on file is [redacted]. These are used for text, voice, and email...
reminders/notifications. 6/19/17 at 7:32PM an email PDF file of your signed service agreement was sent. We have attached a copy of that service agreement. 6/19/17 at 7:36PM your account [redacted] was created after signing up for our one-year quarterly service with our Door to Door salesman Geoff. 6/19/17 at 7:36PM an email reminder for your initial service for 6/20/17 was sent. 6/20/17 at 7:53PM an email completed service notification was sent for your initial service performed that day. We have attached a copy of that service notification. 7/25/17 at 2:01PM an email, text, and voice reminder were sent for your upcoming quarterly service on 7/27/17. 7/27/17 at 1:04PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 11/3/17 at 12:30PM an email, text, and voice reminder were sent for your upcoming quarterly service on 11/9/17. 11/9/17 at 2:09PM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 12/4/17 at 12:12PM the following email was sent “Dear Valued Customer: As the colder weather is beginning, we would like to take a moment to briefly explain your winter pest service. Listed below are the reasons Hawx Pest Control will continue to treat your home through the winter months. We hope you find the information in this letter useful, and as always, you may contact your local office regarding any other questions you may have. 1. Termites, carpenter ants, cockroaches, earwigs, and many other insects can thrive indoors, as the weather is always pleasant inside! 2. Rodents can find their way into your home, should this be the case, we have measures we can provide to be rid of mice and rats. 3. Inspecting and/or treating entry points like doors, windows, and peepholes provide lasting protection and ready your home for the emergence of pests in spring. We use a moisture resistant dusting treatment under siding, in cracks and crevices of the home, and around the windows and doorways; this dust will penetrate deeper than any liquid application, reaching pests that may have found a place to nest for the winter. 4. When we remove spider webs which may be carrying egg cases, we prevent them from reemerging when the weather warms up. Remember, invasive pests want to be indoors during the winter for the same reasons you do! It is important to perform a comprehensive pest control treatment to ensure that your home is protected year-round. 5. Insect breeding is based on temperature, instead of seasons. Every so often during the winter there are warm days, warm enough for insects to emerge quickly and breed. We want to ensure that even in the winter months, insect breeding is brought to a minimum, which will help reduce future populations that would have hatched on your property. We hope you and your families stay warm this winter, and we look forward to keeping you pest free! Best Wishes, Hawx Pest Control” 2/2/18 at 1:40PM an email, text, and voice reminder were sent for your upcoming quarterly service on 2/9/18. 2/2/18 at 1:46PM a text was sent in reply to our reminder saying, “Sorry I cant talk right now.” 2/9/18 at 11:37AM an email completed service notification was sent for your quarterly service performed that day. We have attached a copy of that service notification. 2/12/18 at 10:17AM we received a call requesting to cancel. At this time our Customer Service Representative offered to send someone to your home to treat the interior since that is what you were wanting to cancel for. You declined that service. When signing up for our services if at any time you are unhappy or have not received the service that you wanted we will send a service professional back out to treat, at no additional charge. We provide 100% warranty, as stated in our service agreement. Interior service is per request, it is no additional charge, we just need to set a two-hour time window to treat the interior. This one-year service agreement includes 5 services, you have received 4 out of the 5 services. What we can do is send our Branch Manager Tim to your home to perform a free interior and exterior service at a time in which you are available. We service Monday through Friday from 8AM-5PM and Saturdays from 8AM-4PM. If you are only in need of interior service, we can schedule a later time of day to work around your schedule. We can set up a customer preference on your account that will have our service professionals call the phone number listed on file 1 hour prior to each service visit arrival to insure someone is present for interior service, as well as not allow them to treat without someone being present at the home. Your rate for your quarterly service is $99, we can lower that rate for you to $79 for your last treatment. If you wish to cancel we request that the discount on the initial service of $214 be returned. We hope with all the information we have provided we are able to come to an agreeable standing. Please let us know how you would like to proceed, we look forward to hearing from you. Thank you, Hawx Services
[redacted], We are sorry to hear about your frustrations. It looks like you signed up for services on July 10th, 2017 at 1:32PM with a door to door salesman named Dallin. At the time of signing up you signed up for a one-year service agreement with 5 services. In this agreement we do provide a...
winter treatment, we use a dusting product that withstands through the snow and rain. This is used around the cracks and crevices of the home to maintain the barrier, it is the most effective treatment because all pests are dormant at this time of year. The reason our program takes place through all seasons is because we are maintaining the barrier of your home, making your interior pest free. We are sorry to hear that you happen to also be with Terminix at the time of signing up, however we do have a signed service agreement on file. The gentleman who came to your home on December 1st, 2017 was our Branch Manager Milton. We are unsure what his race has to do with your services, the service that day did not take place and it was cancelled after speaking with you. At any time, you are unsatisfied or are having any type of problem we warranty all services, we would be happy to send our Service Manager or Branch Manager to your home to retreat your concern areas. We have attached a copy of your service agreement to this reply. At this time what we can offer is lowering your quarterly rate from $99 to $79 for your last 3 treatments on your service agreement, or we can close your account and apply the discount given on the initial service of $170. We hope we can come to an agreeable standing at this point. Thank you, Hawx Services
Complaint: [redacted]
I am rejecting this response because:This is completely false advertising. The door to door salesman never mentioned any sort of a contract for 12 months of service. I am not disputing that this could've potentially been listed in some fine print. However, it is illegal to falsify information in order to get someone to sign. When the salesman came to the door in the first place, they were in the wrong because we live in a no soliciting village and a no soliciting sub division. My husband was home alone with our three kids, and he answered the door for this salesman and trusted him to not falsify a document. Unfortunately, that seems to be the "sales" tactic for the Hawx company. The cancellation of our contract was step #1 in righting a wrong committed to my family. Step #2 is refunding the $99 for the second service which we were told was completely free. Again, this was falsely advertised as a free service. We did communicate the spider issue via phone. That was the whole reason why a technician came out! We were never told of anyone just randomly coming out in one month's time to spray and hit our card with another charge. We were told this was FREE. There is not much more I can say other than we were lied to on multiple occasions in person and over the phone. I am aware that my response will be publicly posted on the Revdex.com website, and I am happy to know that others who are considering the Hawx company will be able to read about our negative experience. I am not willing to pay a $75 Revdex.com arbitration fee for something that cost us $99. However, I have all the time in the world to share my negative experience on every available platform that consumers use to choose a company with which they would like to do business. I feel like this will cost Hawx much more in the end. Sincerely,
[redacted]
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]
Dear customer,Hawx has performed the services as they were explained and as they were agreed upon in the contract. I will address the 4 points you brought up in your response.1. Our technician preformed the service and took notes of exactly what he did. He asked for your signature saying that he was doing the service. He is permitted to receive the signature before or after the service. As you stated before, you left the home when he arrived. He would not have been able to have you sign after because you would not be there and so he had you sign before.2. We apologize that the doors were left open and that your dog got out. We accept responsibility for that and have addressed it with the technician.3. We have reached out to you about your concerns but have not received any communication back.4. When the salesman was on your door he offered half off of the first of five services in the year long agreement. We have the signed document on file that we sent to your email for the 12-month contract.We have attempted to contact you over the phone but have not received any response. As stated before we would love to talk with you and find a way to work it out.Thanks,Hawx
Complaint: [redacted]
I am rejecting this response because:The business has given this response several times. The salesperson was dishonest up front. Once I realized what was happening, I canceled my service. They want to charge me $100 for canceling my service. I never agreed to this fee. I have paid for services that were completed. This company calls me every single day over $100. I refuse to pay this fee. This company is deceitful and dishonest. I refuse to do business with them, or pay a fee for canceling something I wasn't aware I was signing up for in the first place.
Sincerely,
[redacted]
Dear Customer, We apologize about the confusion. We have reviewed the situation and have closed out your account without a fee. We apologize for the miscommunication. If you have any other questions we would love to assist you at 469-453-1440.Thanks,Hawx
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]
Hello,I apologize for the confusion over Alterra, and I would like to clear that up immediately. I used to work for Alterra as a manager and have been through a buy with them and I am familiar generally with how the contracts of the buy out go. The owners and managers of Alterra are no longer...
working under Alterra, but are working under a new startup which they plan on selling in 3-5 years and they have actively come out and stated that to their employees, so that is not my own guessing at work, but fact. Alterra was bought by Terminix but in the contract Terminix had to keep Alterra's name for a short period of time. Alterra is managed by Terminix Managers. I still talk to my friends who still work for Alterra and I have been told that Terminix is in the process now of dissolving Alterra into the company. I promise you were not lied to about the situation, Alterra was bought and will be dissolved. If you would still like to cancel, even after being given this information, please call the office and ask to talk to me, I will be more than happy to go over any other concerns you have. Thank you so much for your feed back! I hope to hear from you. Best Regards,James S[redacted]Branch Manager
Dear Customer,We apologize for the delay in responding to you about your concern. After speaking with the salesman we believe that there was a miscommunication about your agreement. We will be closing down your account. If there is anything else we can do, please call our office at...
801-689-3100.Thanks,Hawx
To whom it may concern, [redacted] started service with HAWX Pest Control on May 4th, 2016. Her initial service was provided on May 5th, 2016, she called in for a reservice on May 12th, 2016 due to ants in the kitchen. The reservice took place on May 13th, 2016. On June 10th, 2016 we sent out a...
call, text, and email reminder for her upcoming service on June 14th, 2016. [redacted] called our office on June 13th, 2016 stating she would be calling to update her new card information because her old card had fraud activity, at the time of this conversation she never stated she wanted to cancel services. We preformed the first quarterly treatment on June 14th, 2016. On August 29th, 2016 our billing department reached out to [redacted] about the past due balance from the June 14th, 2016 service. At that time [redacted] said that she would pay the balance on the portal and didn’t tell out representative that she wanted to cancel services. On September 8th, 2016 we send out a call, text, and email reminder for her upcoming service September 12th, 2016. She texted back to the reminder stating we do not want this performed, please cancel. My grandmother is with my dogs and I do not want them going crazy with her there, please cancel. She sent the texts late at night and by the time the office staff got to the office the service was performed. We marked this as a free reservice due to it being on our end that the service was provided. We then sent a text message on September 19th, 2016 about the past due balance and there was no response. Billing called [redacted] September 29th, 2016 and her daughter answered and we asked to have her mom call us back, we never received a call back. Attempted to call [redacted] October 3rd, 2016 and October 11th, 2016 no answer either time. On October 12th, 2016 a text, call, and email reminder was sent out for her upcoming appointment October 14th, 2016. [redacted] emailed our office stating “Do not come to my home u have not wanted this the past 2 times and you continue to come for a service I do not want! I will be filing a Revdex.com report after multiple times of telling you not to come to my home. I DO NOT WANT YOUR SERVICE!” We replied to her email with the following, “[redacted], We will not be coming to service your home on 10/14. However, your account is not cancelled. Please contact the office to close your account. Thank you, Hawx Pest Control (855) 527-2343 [email protected] www.HawxPest.com. We have now zeroed out and closed [redacted]’s account with us and will waived the cancellation fee, however we will not refund the money for the services rendered.
Dear Mr. [redacted],You are misinformed on the method in which we use our pesticide dust. We are not applying it to the outside of the home, we are applying it with the proper equipment into cracks and crevices around the home, in the attempt to control insects and spiders that have harbored deeper into...
the walls to survive the cold or lay eggs. On the occasion that it does warm up, and these pests hatch or come out of dormancy to breed, the dust will be there to stop them. Many companies use winter as an opportunity to place pesticide dust into the cracks and crevice, where liquid applications cannot reach, this is common practice in the industry and very effective pest control. It is also in compliance with the label and state law to apply dust in this way, and I verified that with the State Chemist after your complaint was submitted to him. Furthermore, we have already let you out of your contract with no further charges to you, and I don’t understand your persistence in badgering our company publicly, when we have done nothing wrong to you or your home. Our service is great, and I am sorry that this misunderstanding of our winter applications has led you to believe otherwise, but we are very confident in the applications that we give to our customers. Thank you, Hawx Services
[redacted],We do apologize that you are unhappy with our company. Your sales representative Hayden is now our Service Manager, we would like to set up a free service for him to come out. We would like him to be the one who treats your home from now on so that what you were promised by him and our office as well is taken care of. Your rate is per treatment is at $69 which is our friends and family rate, we are unable to provide service at a lower cost. We are able to provide one free mosquito treatment on your account. We hope that what we have offered today will be a resolution for both parties. Please let us know how you would like to proceed.Thank you,Hawx Services
Dear [redacted], We are sorry to hear about your frustrations. It looks like we have left multiple voicemails regarding your concerns with your account. The voicemails have been left on October 24th, December 1st, December 15th, December 27th, and January 5th. We have removed the invoice for the...
October 16th service that was marked as completed when you had cancelled that appointment. We also have received your letter to terminate services at this time, however when you signed up for services with Robbie you agreed to a one-year service agreement. On that one-year service agreement it agrees to five services, you have only received one of the five services. If you wish to cancel prior to fulfilling the agreement, you agree to give back the discount given on the initial service. An initial service as a minimum cost of $229, you received your initial service at no cost. We have attached a copy of your service agreement for your review. We have lowered your discount given to $89, the rate in which you were signed up for on your quarterly pest services. We hope this will make both parties satisfied. Thank you, Hawx Services
[redacted],We are sorry to hear that the offers we have made do not meet your needs. What we are able to do since we offered your quarterly rate to change from $89 to $79 we can change the invoice to the $79 as well. Since we have performed 3 services on your home we think this is a reasonable amount in which should be paid. That would equal $26.33 a service. We are sorry to hear you do not want to continue services with us and we have updated your account to this price. If you have further questions or concerns please let us know.Thank you,Hawx Services
Hello,My name is James, I am the Branch Manager of the St. Louis branch. I am grieved to hear about this experience that you have had with our service, and I will definitely be looking in to find out why our technician spent such little time on the service. As frustrating as that event is, to both...
of us, I am happy to inform you that their are better options than cancelling. We offer free unlimited reservices to ensure the satisfaction of our customers, which is good news for you! If you are seeing more spiders, that is simply because the pesticides used are upsetting their normal nesting habits and they either die off or are forced out. That is why we try to return a month from the Initial service as your first quarterly treatment, to target those insects and spiders that you may be seeing as a result of the flushing treatment from the initial service. If there are any other reasons that you are dissatisfied, such as receiving a service that you feel was too short, we can come back, for free, to meet your expectations of what you are paying for. I would be more than happy to come out to service the home and resolve the issues rather than paying to cancel the services that you have signed up for. I will be reaching out to you, to set up an appointment for a free reservice. Thank you for your time and I apologize that I did not hear about this until now.
Complaint: [redacted]
I am rejecting this response because my complaint is about the first time your organization "serviced " my home. The service did not cover the promised services. I called to cancel and your management advised me that someone was already at my house a second time as well before I contacted you. So, you did come out a second time and still hadn't done the service as promised.
Sincerely,
[redacted]
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]
[redacted],We are sorry to hear about your frustrations with your account. It looks like you signed up for services on June 26th, 2017 at 1:50PM with our door to door Sales Manager Dallas. We would like to apologize for any miscommunication that had happened on this day. When signing up for our...
one-year quarterly service program, you agreed to 5 services. An initial service which took place on June 27th, 2017 at 11:55AM, and four quarterly services. Your first quarterly service took place on October 17th, 2017 at 5:37PM. You have three days after signing up for service to cancel without further fees. It looks like you were unaware of signing up for more than one service however, on July 31st, 2017 at 11:39AM we received an email reply to your upcoming appointment reminder stating “I just had my initial service about a month ago so don't need service yet.... early September should suffice...please send new date via email. Thanks [redacted] Sales Consultant Topix Pharmaceuticals 925-788-2249 636-628-8065” we replied “[redacted], Thank you for your email. After your initial service, we return to your home after 30-40 days for your first quarterly service. After this service, we will return every 90-days. We have attached a copy of your service agreement for you to review. Please refer to your calendar for a schedule of services. Thank you,”. We received you’re email on August 1st, 2017 at 6:42PM requesting to cancel “Please cancel my service Salesperson told me it was quarterly I'm not interested in more than that [redacted]” in reply we stated “[redacted], We are sorry to hear that you no longer wish to receive service from Hawx. We have cancelled any upcoming appointments, and sent your request to cancel to our cancellation department. A team member will contact you to confirm the closure of your account. Thank you,”. In order to cancel services, you must speak with this department in order to go over your service agreement. At this time in hopes to come to a resolution we can lower your quarterly rate for your last 3 services from $99 to $89. If you wish to cancel, we request that the discount on the initial service be given back of $130. We have attached a copy of your service agreement for your review. Please let us know if you have further questions or concerns.Thank you,Hawx Services
[redacted],We are sorry to hear of the frustrations occurring with your account. After reviewing your account, we have provided 3 of your 5 services as well as 4 free reservices. Your first service was June 20th, 2017, at the time of this service no one was home to receive interior treatment, so an...
exterior treatment was provided. Your first reservice was July 24th, 2017, at the time of this service free mosquito service took place as well as your backyard and interior being treated for pest control. Your second service was July 29th, 2017, at the time of this service a dog was in the backyard making us unable to treat it and only perform service on the front of the home. Your second reservice was August 4th, 2017, at the time of service we performed a mosquito and pest service in the backyard of the home. Your third service was October 24th, 2017, at the time of service no one was home to treat the interior, so only an exterior service was performed. Your third reservice was January 31st, 2018, at the time of service no one was home for interior service and our service professional was unable to access the backyard. Your fourth reservice was March 2, 2018, at the time of service no one was home for interior service, our Branch Manager thoroughly treated the exterior of the home. We 100% warranty all services, anytime you are unsatisfied you can call our office and request a free reservice. We are happy to make your account to where only our branch manager may service your home with you being there. We can also apply a $30 credit to your account for the frustrations. At this time, you have two services remaining at $69 each. We would also like to set up another free reservice with our branch manager for you to discuss your concern areas of the home. Please let us know how you would like to proceed.Thank you,Hawx Services