ComplaintsforFreedom Pest Control, LLC

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/27/2023 in the midnight hours, I did an online search for pest control. On 2/27/23 at 8:09 am I was contacted by ****** a representative from Freedom Pest Control to discuss my previous online search for pest control. We communicated about the services Freedom Pest Control provides. He quoted me a price of ******. I then scheduled an appointment for a technician to come the following day on 2/28. That morning 3 hours prior to anyone coming out, I received an email of a receipt at 8:30 am with a charge of $******. I immediately attempted to contact ******. I called 8x's. Finally, at 8:33 am I got ahold of ******. I immediately asked why was my card. ****** explained to me that my debit card was charged prior to a technician to come. He wanted to verify the card was valid and not fraudulent. I expressed my frustration because no one stepped foot on my property to incur that charge. I then asked ****** could I reschedule. He told me yes, since my card was already being processed. The scheduled date for a technician to come out to my residence was for 3/3/23. On 3/1/23 I contacted ****** to cancel the scheduled appointment. ****** told me that I could not receive the full amount back because I am canceling. There was no contract nor policy that states if a customer cancel that the full amount will not be refunded. I cancelled 48 hours prior to appointment date. The point my debit card was charged immediately on 2/28 without ever having a technician come out. My card shouldn't have been charged at all until the service was rendered. This is unjust and insane. I gave notice in a timely manner and should be able to get my money refunded with no question asked. There was not any contract between us, (only vetbal) I did not sign any paperwork at all, but my debit card has been charged for ******. I would appreciate all of my money refunded.

  

  Business response

  03/03/2023

  Client initiated contact via Home Advisor/**** for service.  Our service manager contacted Client the following morning and scheduled services (2 treatment dates). (See attached **** lead request.)  100%of all price quotes, scheduling and payment processing is handled through our service managers office to protect BOTH the clients data and our service technicians from confrontation with client over payment issues.  Price, payment and terms were agreed upon and service was booked.

  
  ALL *************** clients are charged on the morning of service (to resolve any issues with card declines prior to technician driving 2 hours for service then needing to confront a client with payment).  All services require a minimum 24 hour cancellation to avoid a service fee - EVERY SINGLE CLIENT IS TOLD THIS AT TIME OF SCHEDULING SINCE WEVE OPENED OUR DOORS in 2014.

  
  On day of service, Client called 3 times - not 8 times as stated (see attached phone system call log).  She left a message after 8:33am on DAY OF SERVICE.  Message stated, please call me.  The recording did not state cancellation or rescheduling.  (See Attached recording).  The other 2 calls she hung up with no message.

  
  ******, the Service Manager returned her call at 9:30am as quickly as he could make an outgoing call. (See ******* outgoing call log attached).
  Client cancelled and rescheduled service.  Then, client decided to cancel service entirely and wanted a full refund.  When we reviewed that she had agreed to cancellation notice fee when she provided credit card for payment, she said that $150 fee would be acceptable, even though she would like a full refund.

  
  The AGREED UPON refund was issued immediately after the phone call with client. (See refund confirmation attached).

  
  While we are not happy to lose a new client in a rapidly growing market, we would have liked to have been able to sell someone else the appointment she booked then cancelled WITHOUT 24 HOUR NOTICE but her actions prevented this from being so.
  As the owner, and after full review of the notes & log records, I believe we have been more than fair in resolving the issue for both parties as we are still out the time that went unused, the gas for service vehicle which was already on the way to *************** just to have someone render our career-professionals time as non-recoverable and client was informed at time of scheduling of cancellation fee.

  
  As a local, family-owned business our Team works VERY HARD to provide an outstanding experience in the most efficient and fair way possible to build a sense of trust within our community however, it is apparently impossible to meet everyones needs when their actions do not reflect their own accountability in the transaction.

  Customer response

  03/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I could not add my response through the complaint stating why I refuse to accept the company's response. No, this company has not met the agreement outlined. Reasons being because I gave a 48 hour notice to cancel service.

  ****** stated in the complaint this company's policy is a 24 notice. The evidence I submitted on the initial complaint proves that their were 8 calls made to ************ at 8:28 am. I received a return call at 9:58am. Therefore, there should have not been a charge at all. The notice was given 48 hours prior. 
  

  Furthermore, there was absolutely no mention of any kind of a cancelation fee. The only monetary amount was the quoted price of $395.00. There was no discussion of any other fees at all. My debit card information was given a day prior so that was incorrect what he stated. I must reiterate there wasn't no mention of any kind of service cancelation fee at any point in time.
  

  On March 3, after ****** was made aware I contacted BBB he called me at 9:30 am. He was furious, rude, and unprofessional. He spoke in a aggressive manner, threatening to take the amount he refunded. He told me it's people like me who give small businesses a bad name. I explained to him how unprofessional he was and if he was so concerned with the complaint why call me now threatening me. Then he hung up on me after he thought he had the upper hand. This was mind-blowing. 
  

  To resolve this issue quickly moving forward I would appreciate what is owed to me asap. The bottom line is I gave a 48 hour notice to cancel service and there is no way I should be penalized due to their so called policy of a 24 hours notice. ******** exact words to me is that since I wasted his time I would be charged. I have audio that discredit his rebuttal. 
  

  Regards,
  
  ***************************

  
  

  

  Business response

  03/13/2023

  When faced with the responsibilities of one's own actions, it's not uncommon to shift blame.  However, when you lower yourself to slander & lible it speaks volumes of you as a person.  This last statement is not only untruthful, it may warrant legal action on our part if it continues.  I stand by my team, our process, the facts as submitted for proof and trust that any future businesses in her local community will beware of engaging in any commerce with her.
  We consider this matter resolved.

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hi *******, 

  Here is my recent rebuttal to forward. 

  First and foremost, it appears you overlooked the fact that I have audio. I am a firm believer in both karma and recognizing ****************** and bad practices. Nothing you have said throughout this entire complaint has any truth to it. I am  speaking in terms of facts. You will not bully, or threaten me to remove any complaint by gaslighting, and threaten legal actions. I am not looking for a 5 star review, you are. 
  

  The fact of the matter is that you are refusing to accept accountability for your wrongful actions. The fact my card was charged 4 hours prior to a service being rendered. I canceled the appointment 48 hours in advance, and furthermore there was no mention whatsoever, of any cancellation fees during our initial conversation. I was only made aware of a supposed fee when I canceled. Remember there was no contract between the two of us that bound me to that appointment. 
  

  A true narcissist doesnt feel exposed, they feel victimized. They do not see any wrong in their doings they only find fault in your doings. They will bait you to get a reaction to use as proof to others to portray you as the crazy bad person.  I highly doubt you can damage my reputation with any of my local businesses in the community, but my community will be made aware of your poor reputation, who take monies, and state it was justified by saying the consumer was made aware of a cancellation fee. What you did was an offense. It was always about the principle but because of who you are, you much rather drag this matter out. You had no right to call me in the manner you did after you were made aware, I contacted the BBB. Now, that spoke volumes to who you are. 
  

  I humbly request you to refund me fully the amount of the money that was taken out of my account. That arrangement is by all means the fairest option as the liability is seriously not on my part. I did all that was necessary to forestall the likelihood of such an issue arising. 
  

  
  Regards,
  
  ***************************

  
  

  

  Business response

  04/05/2023

  There was a good faith mutual agreement made between both parties. Company states they responded immediately. Company states the consumer is not being truthful, and they consider this matter closed.

*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. ↩