NoMo Pest Solutions

Nomo Pest Solutions Response For *** *** Case #: ***I wanted to provide screenshots of what our agreement looks like to referenceIt has been reviewed by the department of commerse and is legal and validI will be sending multiple emails for the *** *** case. We make it
a priority to always let our customers know that they will be in a service agreement for a year period of timeAccording to their complaint, they didn't receive the service agreementWe provided it multiple times to themThe first time we sent it was at 11:am the day Tanner spoke with *** and Jose. This first set of pages is what we have in our ipad when customers signOther emails will follow. -Eric

Alerts
Pattern of Complaint
BBB files indicate that this business has a pattern of complaints concerning several issues:

1. Charging full price for partial treatment or no treatment
2. Not refunding money
3. Charging a cancellation fee
4. Sending technicians to customers' homes despite being notified that the customers want to reschedule
5. Not informing prospective customers that they charge a cancellation fee
6. Not providing reminders (or only providing 1-day reminders) about upcoming technician visits

One customer reported being unhappy with the first treatment and requesting a re-treatment. She said she was charged for the re-treatment. Another customer reported that he'd cancelled service, but technicians continued coming to his house and the business continued debiting his account. When he asked for a refund, he said he was told they do not refund money. A customer reported that she'd requested her debit card information not be saved in their system but it was saved. After cancelling service, she said a technician came to her home to provide a treatment, and though she turned them away, she was charged for the visit. Another customer reported that she'd told the salesperson she had moths, and she was assured they could get rid of them with traps. Three technicians eventually came to her home on separate occasions, and though she'd told each of them she had a moth problem, and though each of them said the company could order traps, none of them brought traps with them. They only sprayed her yard. She called the office and was told traps would be ordered, so she bought the traps herself and cancelled service.

The BBB forwarded each of the 17 complaints it received to the business and the business responded to each of them. However, the business did not respond to the BBB's request for a written response outlining the steps it would take to prevent similar complaints from occurring again.

***, Our customers happiness drives our businessWe definitely don't want anyone to be dissatisfiedI'm not sure how the conversation went, but we do make it a point to always go through the agreement with each customerWe are fairly certain that because an email wasn't provided for us, we would have sent the agreement sooner a separate timeAlso, we always provide any document it is requestedThanks again ***

Please review the proof of transaction belowThe refund was processedThank you. Refunded TransactionTransaction #:***Authorized Amount: 0" class="currency ng-scope ng-binding" "margin: 0px; padding: 0px border: 0px;">(USD) -***Captured Amount: 0" class="currency ng-scope ng-binding" "margin: 0px; padding: 0px border: 0px;">(USD) -***Settled Amount: 0" class="currency ng-scope ng-binding" "margin: 0px; padding: 0px border: 0px;">(USD) -***Date/Time:07/31/04:27:PMStatus:ProcessedPayment Type:CreditLocation:NOMOMethod:RefundResponse:Approval (PPS - 00)Gateway Batch #:***Funded Batch #:***User:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint:
I am rejecting this response because: it does not resolve my complaint
Regards,
*** ***

I would give 0 stars if possible. Do not use NOMO Pest. Door-to-door salesman comes by and I agree to service. First treatment does not work, I call and am told takes multiple treatments but they will be out next month. Second treatment the ants are worse. I go to Wal Mart and purchase RAID Ant Killer and the bugs are taken care of. I call to say I'm not happy and to cancel any future services, I'm told I'm in a contract and will have to pay $160 cancellation fee (already billed for two treatments that did not work!). When you call the office you will be told there is no manager or owner to speak with. They will not listen or try to resolve concerns. I did ask for copy of what was signed since at the door it was on a small handheld device in which I could not read any of the fine print. This is not an honest or reputable company not to mention you'll still have bugs. Stay away!

I verbally told the guy who serviced our home in April that I would not need his services any longer as we were moving. He said he would pass the information on to the office and he would take care of it.
Then, in July, I was informed that they had sprayed the outside of the house and yard again. I told them I had not authorized the service and that I had cancelled it in April. They informed me that they needed something in writing. I have been trying for 2 days to get an email thru to them cancelling my service. I Had Considered just transfering the service to our new home, but with this hassell, forget it! I wonder how many free sprayings the new occupants of our old house will get at our expence? Please cancel service at 663 E 320 N 84032!

Nomo Pest Solutions Response for [redacted]:To Whom it May Concern: We have been in a lot of contact with [redacted]. We have done our due dilligence in always answering phone calls, coming back for any free return visits for free if she needs. Our goal is to always give our best work. Pest...

Control isn't perfect, but we have done as good of job as we can for our 8,000 customers we have had. If [redacted] ever needs anything else, we are more than happy to come back for her.-Eric B[redacted]

Complaint: [redacted]
I am rejecting this response because:I paid for 3 months of service on 7/6, on 7/26 Taylor told me our account was closed. Hi [redacted],Sorry for the delay. You have already been put on the route for us to take care of the wasp nest on the side of your house, as shown in the picture. You are scheduled for tomorrow. This will be your final service, after which your account with us will be closed. Thank you so much for your business with us! - TaylorNomo Pest Solutions   It shouldn't have been "closed" until my the time I paid for were up. That's my whole point. They "CLOSED" my account and told me it was my final service even though I had just paid for that time. 
Sincerely,
[redacted]

[redacted],  We are so sorry. We always let each customer know about our 12 month service agreement. If there was any dissatisfaction with the service we would have been more than happy to come back free of charge to make anything right. It looks like we weren't given the opportunity to make it...

right with free re-services if there were problems. Our software does have a gps time-stamp when the agreement was signed. We have provided the exact from the software. If there are further questions, please give us a call. We would much rather reinstate your service rather than cancel the service. Thank you

Our service agreement clearly states the contracted service months. We do require a 30 day notice to cancel, or postpone any services after the initial 12 month term. We do appreciate everyone's business and will give everyone great work. Thank you

We are so sorry for any negative experience you have had. We know customer satisfaction is what drives our business and we want nothing but the most positive experience for all of our customers. Please give us a call so we can go over in detail what has been billed and services that have been...

performed. Our records show you haven't been charged $295 total. 6/16/17 $1 for service performed 6/16/17 (see invoice)7/20/17 $98 for service performed on 7/19/17 (see invoice)11/17/17 $98 for service performed on 10/31/17 (see invoice)2/6/18 $98 which is the cancellation fee. (see signed service agreement) Again we are so sorry for any negative experience. If you choose to continue and finish your last 2 remaining services, we would happily apply the cancellation fee to your service. Thank you and please give us a call so we can work this out. Thank you!

We have been very active of making sure we take care of Paralee and her home with care. We have been fulfilling her service agreement and made a mistake in servicing her home this most recent time. We have admitted making a mistake and have issued the refund she asked. Please let us know if there is...

anything else we need to do to make this right. Thank you

We are so sorry if there was any miscommunication.  We always strive to explain the agreement in full including the cancellation fee. There was a major discount given on the initial service and subsequent services for agreeing to 12 months of service. We feel as though if we would have known...

you were moving to Texas and not in our service area we would have went our separate ways. It is clear by your post that the salesman did mention how we could transfer service if you moved and would have made it known we don't service Texas. We train our salesman to explain about the cancellation fee that is in the agreement. Because services were performed at a discounted rate we will need to keep the cancellation fee per the agreement.  Thank you

Complaint: [redacted]
I am rejecting this response because:Nothing less than my refund of $75.00 and/or an apology for wasting my time.
Sincerely,
[redacted]

We are so sorry for your negative experience you have had with our company. We are so sorry you feel we are ignoring you. We have our office phone available 10 am - 6 pm Monday-Friday. We are always happy to hear your concerns. We wanted to make sure everyone knew that the products we use...

are plant safe which means they won't have an affect on the photosynthesis of the plants. Plants will continue to grow and the product won't harm them. We also wanted to address the paint damage. We only treat baseboards and plumbing voids for our services. We don't spray around moldings of ceilings, if we had the product is a light mist which wouldn't damage the paint. We believe that the paint damage was caused by something different than our spray inside as we don't treat those areas, and the light spray our inside professional sprayers produce. Again we are so sorry for any negative experience you have had with our company. We appreciate your business!Thank you

Here is the email notifying us of wanting to close your account below. We closed the account meaning we weren't going to auto-renew which would bill for services every 3 months. "Thanks for notifying us of our service tomorrow. We are actually wanting to be done with out pest services through your company.Thank you.[redacted] & [redacted]Stansbury Park, Utah" The email you are referencing from Taylor was him trying to take care of you to ensure you wouldn't be billed and charged any more. If we would have been contacted for futher services we would have gladly come out for no additional cost. We have never denied anybody free treatments if it is between their regular treatments. Customer satisfaction is our number 1 priority. If we were notified that you needed anything further, we would have come back without any problem. Thanks ..

Case #: [redacted]We are sorry someone else signed for the service. Is there a way we could transfer services to that person to finish out their agreement? We want to do what is right, but also do what is right and perform the services for Black Rock as we were contracted to do....

We purchased the rights to service their accounts on 10/1/2016 and want to make sure that we continue treated on the agreed upon schedule. Please let us know what [redacted] says about us transferring service to the address of the person that would have signed. We don't have any proof it was someone else and want to make sure that Black Rock and Nomo don't get taken advantage of with the discounts that have been given. ThanksEric

[redacted], We are so sorry and don't want to have any confusion about us purchasing the agreement. We did send notification via email on 2 separate occasions about the purchase of Black Rock. We also made it known openly to customers as we have been servicing. I have looked into the account and we...

have not received any written notification to cancel as it is required per the agreement. I did want to let anyone who reads this to know that the customer did agree to the possibility of the account to be reassigned.Below if is the exact wording on the agreement. Please let us know if there are any further questions. We have now received the written notice to cancel and we will make sure to not service your home any further. Take care.  "Assignment: This Agreement may not be assigned in whole or in part by Customer. Customer agrees that Company may assign or subcontract all or any portion of this Agreement, as well as the Automatic Payment Agreement in Section 9 of this Agreement, without notice to Customer and any such assignee or subcontractor shall be entitled to the rights, benefits, privileges and protection afforded to Company under the terms of this Agreement."

Complaint: [redacted]Cori,We are so sorry you are having paint damage. With our equipment and where we treat, we just wouldn't have been able to cause this damage. The damage must have come from something different. If it were causes by us, we would have taken care of it, but as it is in a completely different spot that we treat, and our product doesn't stain, it simply wasn't causes by our service technician. Thank you [redacted] I am rejecting this response because:  Your technician oversprayed!  Another service manager from Lenexa came out and looked at the damage and took pictures of it.  [redacted] (or [redacted]) from Utah office spoke with me and said they would be in touch with me to fix the damage.  I have spoken with the girl in the Lenexa office who said she would be sure someone would be in touch.  Seriously, this is ridiculous!Regards,Cori [redacted]