ComplaintsforHumane Solutions Inc.

• Initial Complaint

  19/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company was to do a full spray for the interior and exterior of my home because of an ant issue. Due to a scheduling error the company missed my appointment. I called the company after no one arrived between my scheduled time of *******am. I was told that someone would arrive between ********am but the tech showed up 1045. 1) Had the tech arrived between ******* I would have been able to do the entire home but he did not arrive until 1045 2) Before the work began I cancelled the interior but was told by the tech he would do the inside entry at no charge.3). I booked off time that day and so did many other people in the home, including tenants. Rearranging everyones schedules again to complete the interior service is not an option. 4). The over 2 hr delay did not allow a full treatment to be completed as booked and this is the companys error not mine. Again,if the tech arrived on time as scheduled I would have been able to do the entire home. I also would have no issues paying the full price had the promised service been completed. Due to your company error this did not happen. I would like the invoice adjusted to reflect the exterior only. *** requested call backs several times and have had no luck.

  Business response

  13/08/2024

  There was a miscommunication regarding how we confirm our appointments as well as our arrival window. Primarily, this occured due to staff trying to organize an appointment somewhat last-minute and outside our normal scheduling hours, so the formal process was not observed. We take full responsibility for the error and have compensated the client by voiding their invoice. 

• Initial Complaint

  14/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Humane Solutions for mice infestation last May or June 2022 to get a quote for the work. They told me there is a charge to come onsite to do a quote but the charge will be deducted off if I decide to hire them for the work. I agreed to that and when they came to my house, the technicians said they will send me a quote. I did not get any quote for the work involved and I kept following up and never got a quote. I was told muitiple times they are sending me a quote except I never received it. After calling multiple times I gave up because I needed to get the mice issue looked after on a timely manner. Then all of the sudden, I get calls from. Collection agency that I owe them $0 so I follow up and I was told this was a mistake. I believe this was earlier this year. Then today June 13, 2023, I get a text from **** collection agency that I owe them $102.92. I contacted them with an intention to hire them for work and they never give me any quote nor follow up to work with them. Now they want me to pay for coming onsite? I don't believe I should pay for them coming on site when they didn't even give me a quote for work involved. The collection agency's reference **********.
  

  Business response

  15/06/2023

  Hi ******
  
  Sorry to hear this has been a distressing time, please allow me to provide a timeline of events for clarity: 
  
  - June 2, 2022 Client reached out to us for mouse issue, client wanted a paid assessment (call recorded), townhouse complex and offered options to assess interior only, or all units. 
  
  We were able to book her assessment on the same day.
  
  - June 3, 2022 ****** phoned the office at 10:25am after the service, where she was informed that the report had been submitted to management for review. 
  
  The invoice for $99.75 was sent to the client at 10:30am PST. 
  
  Due to the nature of the job, the technician needed to discuss the quote with management. 
  
  - June 6, 2022 ****** phone the office at 3:06pm to follow-up on the quote, where she was informed of the management meeting and told it would be sent to her later the same day.
  
  The quote was sent to ****** at 5:18pm - please see attached. 
  
  ****** emailed at 10:09 pm saying she didn’t receive the quote.
  
  - June 15, 2022 A follow-up email was sent to ******
  
  - July 4, 2022 ****** contacted our office via email to request the quote be re-sent to her
  
  - July 12, 2022 A final follow up email was sent to ******
  
  The invoice itself was re-sent to her on Jul 13 2022, Jul 14 2022, Aug 17 2022, Sept 21 2022 (final demand), Jan 11 2023, and Feb 15 2023. 
  
  No response received. 
  
  Happy to answer any questions you may have to ensure you are supported.
  
  Kind regards
  
  Emma

  Customer response

  15/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I do see their record of sending email but I did not receive these emails. Are they able to provide a proof of which address they sent it to?

  The reason why I called multiple times is because I didn't receive any emails. They also had my home address and they could have sent me the quote/invoices. They also had phone number where they could have reached out. I didn't get any of their communication attempts.

  Since I didn't receive any emails, I cannot prove of that apart from asking them to show the email address they sent to.

  
  Sincerely,
  
  ****** *******

  Business response

  20/06/2023

  Hi ******

  Thank you for your feedback.

  I looked into this request for you and determined the following email address was linked to your account:

  ****** ******* <****************>

  In comparing this email to other correspondence it appears to have been incorrectly captured by the system. 

  As it was a system failure on our end, we will certainly take responsibility for it and sincerely apologise that you felt unsupported due to the minor but significant error. 

  I will have this invoice voided as a result. Again our sincerest apologies for all of this inconvenience - we appreciate the opportunity to make this right.  

  Happy to help if you have any questions or concerns. 

  Kind regards

  *********;

   

   

  Customer response

  21/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Just to add to the note, I made multiple attempts contacting the business reporting I have not received email or any contact from the business. Only if they checked my email address instead of ******** the fault on my end, this would have been an easy fix.

  Thank you so much to BBB for mediating the case.

  Sincerely,
  
  ****** *******

• Initial Complaint

  29/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cakkedHumane Solutions for an emergency rodent issue. They were unsure if they could address the issue in time for our company, but would do the assessment. The day before, I received notification that they would arrive between 8- 10 am. I immediately emailed back stating I would be teaching at home online until 10:15 and to please come at 8 or 10:15. They showed up while I was teaching and I spoke with them briefly and said I was teaching but they could look around. But not to leave until I had a chance to speak with them (particularly since it was likely that I would have to use the materials they were to leave to address the problem until they could give me a quote and return.). Much to my surprise, they left talking to me. I called the office and was told someone would call back. They did but did not let me know where they thought the problem was. They also stated that the workers said they had tried to knock on the door, but I was sitting 10 feet from the door in full view of the window. They never knocked. Without waiting for me they could not look in the shed, nor did they look in the area where I clearly stated the problem was (the cold storage under the stairs. The assessment/quote shows areas that are exterior to the shed, which, if they had asked or waited, I would reported that it is sealed from the inside, does not access to the house, and is 50 feet from where the problem was. The grating listed is sealed and has no house access. The assessment shows no any area near the cold storage where I stated the problem was located. Lastly, the assessment stated that I told them not to inspect the upper floor/roof area. I did not tell anyone this; why would I? The $1300 quote does not cover the area with the emergent issue. I would like a refund on my fee for a "speedy assessment", which was flawed in detail, customer service and scope. I am very disappointed. .

  Business response

  30/03/2023

  27-Feb-2023 
  The client, ***********************************, called Humane Solutions and left a voicemail at 3:21 pm to request a service for rodents. *****, one of our office staff, called her back at 3:43 pm to speak with her on her concerns. After the client explained her situation, ***** gave her an explanation of how our service operates. As a company, we do not provide spot treatment services, and will only address the structure as a whole to prevent recurring rodent issues. The client was insistent to ***** on having a spot treatment done; there was one area of her home where she believed the rodents were accessing. Although not standard practice, ***** still  inquired with management if any sort of spot treatment would be possible, however as expressed to the client spot treatment would be unlikely and an assessment would be needed to determine how to solve the problem. 

  
  As our work is custom, ***** was unable to provide the client with an exact price for service or what the scheduling options would be. The client asked multiple times if HS could provide a spot treatment service. We explained that this would not take place and out of courtesy considering the stressful circumstances would leave her with complimentary equipment during the assessment for her to use herself in the meantime until the proposed work could be approved and completed. 
  ***** informed the client of our assessment options, as we offer two options for assessments: a free waitlist assessment done when we have a technician already in her area (2-3+ wait time normally, can be higher during peak seasons), or a prioritized assessment (paid assessment with a fee of $95 + GST, prioritized assessments are usually booked within 7 days of the request). The client chose the paid option, and requested service for the following day, February 28. The client gave the following day, March 1, as an alternative booking. As our schedule for February 28 was already fully booked, and the client did not request an assessment until the phone call that took place at 4:38pm, our earliest scheduling option was for March 1. 
  ***** sent the client a formal scheduling notification at 5:25pm on 27 Feb 2023. The notification stated:
  
  "As per the circumstances and for efficiency, I spoke with our scheduling department and confirmed that the best we can set up right now is for Wednesday March 1st 
  Your appointment is scheduled within a 2-hour window of time to account for the unpredictability of working with animals and wildlife emergencies. 
  However, as a guide our technician is booked to be on-site at approximately 9 am."
  
  28-Feb-2023
  The client replied to the email on February 28 at 1:10pm:
  "Lord, I feel like I am being a real pain. If the tech could come after 10:15 that would be perfect as I teach from 9-10:15 online.  I am paying the invoice now.  Obviously if they must come at 9 am I will try to jump off long enough to meet them and talk to them after the assessment."

  
  As the assessment was scheduled for the accepted time 9:00am, no further action was required. 
  
  1-Mar-2023
  According to our *** system, our technician, ******, arrived on-site at the clients home at 9:41am, within the 2-hour window that the client was previously informed of. 

  
  ****** called the office after the assessment was completed to inform us of the assessment as he had some concerns. ****** stated that he was able to make contact with the client when he first arrived, where the client tried to offer him $100 in cash if he could provide a spot treatment service for her right then. In accordance with our policy, ****** rejected this request and continued on with his assessment. The client went back inside while ****** examined the home. The client did request that she speak with him before he left the site so that she could specifically show him an area of concern. ****** told us that once the assessment was completed he rang the doorbell, waited approximately 10 minutes, and rang the doorbell a second time before leaving, as per our policy. He informed the office that he had left some material used to stuff holes and prevent rodent access and loose traps at the clients property, complimentary, so she could address any areas she wanted to while she waited for the quote to be provided. This was done free of charge.  

  
  The client phoned us shortly after and the call was taken by *****. The client informed us that our technician had left the site without speaking to her. In response to the clients questions regarding how to use the materials left, ***** explained to the client over the phone what the equipment is for and how to use it, as well as explained how and where to place rodent traps. The client asked if we were able to provide to her the exact location she needed to fix, and ***** informed her that the office would be unable to provide this information as our field team are trained to provide the service. 

  
  Based on Hudsons assessment, the full findings and quote was sent to the client over email on 1-Mar-2023 at 12:05 pm. The work quoted was a ground-level mouse exclusion as requested, requiring two team members, specialized equipment and approx half a day of labour as well as a follow-up visit. Trapping was also quoted, but is always priced as a separate service. 
  

  ***** emailed the client at 5:26pm explaining how to use the materials left during the assessment to ensure the client was fully supported in the interim while awaiting approval of the quote sent.
  
  5-Mar-2023
  

  The client emailed at 6:34 pm
  
  ** ** *** ** *** ******* **** **** ***********  *** ***** *** *** ***** *** *** **** ** ** ***** * **** ****** * ***** **** ** *** ** **** ** **** ****** ** ***** ********* * ***** ** ******** ******** ** ****** ***** ** **** * **** ** ** ***** ****** **** ******** **** * **** ***** **** ******* ** *** **** ***** *** *** * *** ******* ** *** **** ********** **** **** *** *** **** ** *** ***** *** *** **** **** ** *** **** ***** * ******* ****** *** ******* *** **** **** ******* ***** *** *******  *** ********** *** ***** **** ***** **** *** *** ***** ***** ** **** *** ***** ** ****** * ***** **** **** **** *** **** ****** **** *** ******* **** *** ****** ** *** ****** *** *** ** **** ** **** **** ***** *** ******* **  ** ****** ** *** ********  *** ******* **** **** ****** ** ****** *** *** ** ***** *******  **** *** *** **** *** **** **** *** **** ******* ***** *** ******* ***  *** *** *** ******** *** *** **** ** **** *** ****** **** *** **** ******* *** *** ******* **** ** *** ****** ******* * *** *** **** ****** *** ** ****** *** ***** ****** *** ***** **  *** ***** ** *** ***** *** ** **** **** ******** ***** ******* ** *****  * ***** **** * ****** ** ** *** *** * ****** *********** ***** *** ************ ****** ** ******* ******** ******* *** ****** * ** **** *************  ****** **** **** ***** *** ****** *** ***** ** ** ********** *** ***** ** *** ** ****** *** ***** *** ************
  8-Mar-2023
  ***** replied to the clients email at 11:27 am after speaking with our management team who provided her with the appropriate information to relay to the client.

  
  *** *****   ***** *** *** ******** *** ********* **** ******** ***** *** ********** ** *********  * ** ***** ** **** **** *** ************* **** *** ********** *** *** ************* * *** ***** **** *** ********** ********* *** ********** ** **** *****  ** ********** *** ********** ** **** **** *** ******** ** *** ***** ** *** ***** **** ***** *** ** ******** ***** **** ***** ** ****** *** ******** ** *** ***** *** *********** ******* **** ** ****** *** **** ** **** **** *** ***** *** **** *** *** ** ***** **** ****** **** ***** ** *** *** ****** ***** *** **** ******** *************** ***** ******* **** ****** ** *** ***** *** ** ** ******** ** ** **** ** **** ******* ** *********** ***** ***** ******* ****** ** ** ** ********* ******* *** **** ** ****** **** ** ***** ** ********** *** *** *** **** ** ***** ** ********* **** ******* ******** ** *** ********  ** ** ***** ** *** ************* ********* *** * ***** ** ***** ** ***** *** * *** ******** ** *** ****** **** **** * *** ****** *** **** *** ****** ******* *** ****** ***** *** **** **** ***** ** ********** *** **** ******* **** ** ****** *** **** *** ******** ** ******** *** **** *********** ***** ** *** **** ***** **** ** ** ******* ** ******** ** **** ** *******   ** *** **** *** ********** ********* ** ********* ****** **** **** ** ***** *** ***** ** ***** ** ****** 

  
  No response received from client. 

  
  The office subsequently tried to follow up with the client to ensure she was supported on the following dates after this email: 
  9 Mar - phone call, no answer
  15 Mar - email, no answer
  24 Mar - email, no answer

  
  Management tried contacting the client to ensure she was supported on the 28 Mar - phone call, no answer.

  
  No response received from client to date. 

  
  It is unfortunate that the client didn't feel like she received the level of service our team worked hard to provide considering all team members went above and beyond to ensure she was supported.

  
  

  Customer response

  04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The response the company has said they have made to me via email and writing have all been about buying their services with at 10% discount not about sending me a refund.   I again ask they refund the assessment cost. Their explanations are an extremely favorable take on the situation and not at all a reflection of the services, other than ***** who was great.  I do not need to speak with them, I need them to send me a refund. A company that lies to consumers (stating they knocked on the door. We have a video camera at the door and they did not knock) and sends an assessment that does not locate there real problem because of a poor assessment and not having access to spaces of problem is not one I want to recommend, work with or talk with. 
  
  Sincerely,
  
  **********************

  Business response

  06/04/2023

  Thank you for the reponse. 

  As indicated in the attached detailed assessment the team outlined the mice entry points at ground level specifically the siding, foundation, belly boards and utility lines that require pest proofing. 

  Furthermore images of these findings and affected areas were also included and provided for review. 

  We sincerely regret the client's view of our company and interactions as the team tried their best to accommodate all the client's requests, including complimentary equipment and ensure ongoing support. 

  As we uphold the integrity of our team and caliber of service we offer, we will gladly reimburse the assessment fee and wish the client well.

  Happy to support anytime. 

   

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I appreciate the refund of the deposit and accept that this complaint can be closed. However, I would like reflected in the complaint for folks who might come to ******* the following:   

  The business states: As indicated in the attached detailed assessment the team outlined the mice entry points at ground level specifically the siding, foundation, belly boards and utility lines that require pest proofing. 

  We have since had another company come and fix the problem which was only in the cold storage area that Humane Solutions did not look at or inspect. The cracks for mice entrance were in two spots in the cold room.  These were noted in the assessment at all. The other spaces that HS noted were problematic in the report were either sealed with concrete (vent), or previously sealed and on the inside of the shed area where the siding, foundation, etc were noted on the original assessment.  Again, HS workers were not truthful in their report that the attempted to contact me before leaving or inspecting the cold room or shed directly.  We have proof they did not from security cameras on our property.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re: Humane Solutions (HS) non responsive especially after full payment made. Job incomplete. 1. Oct 25 Service Agreement complete (signed by both parties). 2. Oct 25 paid 50% - $2192 3. Oct 27 paid 50% - $2192.01 Total $4384.01 4. Receipts received for $2192 & $2192. Asked HS to amend, did not reply. 5. Oct 26 one HS team member came to my house to work with a ladder though price quoted and paid for was for “two-man team with specialised equipment”. I emailed HS rightaway and the replied: “ That is correct - there will be a two-man team onsite on Friday for the majority of a full day.” 6. Oct 28 2 HS team members arrived separately. But saw only one member working on a ladder most times. Did not see “two-man team with specialised equipment” utilised. 7. Oct 28 Before leaving, one team member said one hole near soffit could not be fixed, will be coming back next week with additional equipment to fix the hole, same time removing and replacing the OWD. Racoons/Squirrels/mice etc can enter/exit through the hole. In my honest opinion, job unable to be done was because the service provided both days were not done with “two-man team with specialised equipment” as stated on the Formal Quote. 7. Oct 28 HS member also said HS office let me know what date next week the team will come back 8. Oct 31 Did not hear from HS 9. Nov 1, Nov 2 emailed HS regarding date/time of continuation of job. As of to date Nov 4, still no response from HS.

  Business response

  07/11/2022

  
  Feedback regarding correspondence & billing: 

  
  
  October 5, 2022 - Free assessment conducted as requested 

  
  October 11, 2022 - Quote provided. Management required discussion due to safety concerns and logistical specifications specific to the job. 

  
  October 21, 2022 - Work approved after hours, several email were exchanged between HS and client with various questions she had, all of which were answered timeously 

  
  October 25, 2022 - Formal quote and service agreement sent to client, no office team we in over the weekend due to wildlife emergencies in the field. The total after tax and discount was $4384.01. As per our terms of service, we require a 50% deposit be paid prior to scheduling in service.

  
  October 25, 2022 - Service agreement signed by both parties, and ***** sent a 50% deposit of $2192.00 by e-transfer to ************************

  
  October 26, 2022 - Work commenced

  
  October 27, 2022 - Client sent an e-transfer of $2192.01 to ***********************. The invoice for the rest of the work was generated based off of the previous invoice on-file, and it generated at $2192.00. A receipt was sent to ***** for $2192.00. The $0.01 difference was flagged and amended. 

  November 1, 2022 - ***** sent an email requesting the balance of $0.01 added to the account and re-sent to her

  
  November 4, 2022 -  (at 1:35pm) The receipt was revised, and re-sent to *****, as well as a written confirmation email that the invoice had been revised. The BBB complaint was received via email within minutes of that email being sent out.

   

  Feedback regarding work completion: 

  As per the attached quote a two man team with specialized equipment was required. The team were onsite on 26 November to provide service (one person team), and 28 November (two person team with specialized equipment for access).

  The client spoke to both team members onsite.

  The job was completed to address the wildlife in the client's attic. As per all our wildlife exclusion jobs that have multiple species, a raccoon one way door was installed on the main point of entry to allow raccoons to exit prior to a follow up visit to remove smaller animals.

  Due to the rotting and deteriorating state of the client's deck, it was unsafe for the team to set up their final ladder equipment to access the two last sections of the gutterline which are simply preventative and currently do not have any access points for rodents or wildlife to ensure the entire roof warranty on wildlife re-entry. These final sections are only preventative and do not affect the work provided on the home.

  As a result of the compromised deck, a custom safety platform has to be developed and set up which requires a two person team to return. 

  This additional work and custom safety work will not be charged to the client to ensure the job is effectively completed regardless of the client's deck issue.

  A follow up visit has been scheduled for the 9 November for this custom safety work and to change out the raccoon one way door for the rat one way door to allow any rodents to exit. 

  An additional follow up visit will be scheduled thereafter to remove the rat one way door and close the job.

  This additional follow up visit will also not be charged to the client.

  The home has a two year warranty on rodent/wildlife re-entry. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩