ComplaintsforScherzinger Pest Control

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or about July 2023, S********** were scheduled to send a technician for pest control treatment of my home at *** ****** ****** *** ***** ****. They never appeared nor treated my property. Nominally two weeks later, I called and requested they send a technician out as soon as possible to treat for a spider infestation that I was encountering. Again, a technician never appeared. I then received an invoice for $112.00 for the July treatment, which never took place. I called S********** and explained the situation to them and simply said, "Sorry; you need to pay the $112.00 invoice before they could help me further." Following the receipt of another invoice, (~13 months later), I submitted, in writing, the same explanation, on August 13, 2024 and offered to pay the $112.00 if they would simply come out and actually do the treatment for which they are demanding payment. However, S********** has chosen to turn the invoice over to ****** ********** *******, without any further discussion. On April 11, 2023 I paid S********** $112.61 for their previous/last treatment.

  

  Business response

  08/20/2024

  Thank you for brining this matter to our attention; looking at the notes on the account we show the following:

  - We serviced the home on our normal scheduled Guardian service on July 6, 2023 which would have generated the bill as normally did in the past

  - We received an online message on September 18, 2023 that there was a spider issue and show notes in system we left a voicemail on the phone number we have on file with no response.

  - We then reached out on 11/9/2023 about the open invoice and left a voicemail (as the invoice was over 90 days due which is standard practice)

  - On 12/26/2023 we left a voicemail and sent a text about the open balance with no response

  - On 1/10/2024 we left a voicemail and sent an e-mail about the open balance with no response

  - We sent your account to our collections agency on 7/21/2024 (delayed as we were in a system change)

  -Prior to this message we show no contact from you since the September 18th call which we have tried to reach out multiple times

  We would love to maintain you as a customer and assure you that your credit was not affected by sending to the collections agency.  This is our standard practice when we do not hear on an invoice for over 120 days past due and they only preform soft collections for 60 days after that.  We would be happy to offer you a quarter of service at no charge to bring you back and get Mark out there to resolve your spider issues.

  Sincerely,

  K*** S**********

  President 

   

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the resolution as agreed to with Mr. C***, Supervisor, of ********** office on August 21, 2024 and is satisfactory to me.   I now consider this a closed matter.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Scherzinger had been billing me without providing service. At the end of last year they sent my bill to a collection agency. I called repeated times to tell them no one has serviced my home. Additionally we have been customers for more than 30 years. I paid the invoice despite not having any service because I didn’t want this to affect my pristine credit score. Between January 2024 to April I have made 4 calls. After detailing the issue to their customer service representatives I was assured that a supervisor would call me in the next 48 hours. That never happened. It is horrible customer service to neglect promised return calls and to not provide agreed upon service. I have been so frustrated and angry by the problems this has caused especially sending a bill to collections without any service! My experience, i have been told by others is not uncommon. Please do not trust this company's competency.

  

  Business response

  05/28/2024

  We have been in direct contact with the customer and came to a mutual resolution to resolve the issues stated in the message.  

  Customer response

  06/05/2024

  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. 
  
  Regards,
  
  ***** ****

  Per consumer

  
  The business has resolved her issues and she was satisfied with the business results.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been a customer for 20 years at our house on ****** *** in ***. We paid for 1 year of service on 2/21/2024. We sold the property on 4/30/24 and ask to cancel the contract and for a refund for the unused portion. Scherzinger stated that the treatment plan was in place and their policy was no refunds. There was nothing on the bill stating this policy and the only options given were a 1 year contract and a 3 year contract. Thankfully I chose the 1 year contract. I have filed a complaint with the Attorney General of the State of ****.

  

  Business response

  05/06/2024

  Thank you for being a customer of Scherzinger for so long and we appreciate the confidence to protect you home.  All of our termite agreements are renewed for a year at a time and are an annual renewal; not prorated.  I have included page 2 of the agreement which talks about this.  With termite control we have up front costs on an annual basis to the manufacture of the system which we capture in that annual payment.  Also with you talking about the sale of the home; when termite control is in place at the sale of a structure it is understood that the termite control is active and in place for some period of time. 

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  There was nothing included with the invoice for 2024 stating the terms of the agreement. In addition you offered a 3 year contract. If I would have signed for 3 years would I have had to eat the whole contract?.  You did offer to transfer the contract to another property and I am sure you add customers throughout the year thereby increasing the amount of product you need to have on hand.  In addition how do you know the new owner wants to continue having you treat the property?  I can think of multiple reasons why they might not want to continue.  
  Regards,
  
  ****** ****** **
  

  

  Business response

  05/13/2024

  We appreciate your business over the years and yes if you paid the 3 year renewal; we do refund the additional 2 years however we do have a yearly upfront cost associated with the termite system and capture that with the annual termite renewal.  The current owners of the house purchased the home with an active termite service in place and will be offered to continue to renew the system an annual cost when the next renewal comes due.

  The original agreement which was attached to the first response shows that any renewal paid is not refundable as it maintains the termite system is in place for the new owners until the annual renewal comes due again. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Scherzinger Pest Control claimed to provide services at our home on 02/08/2022 and 05/03/2022. These services were not provided on either date. I informed the company that we were not provided said services. My husband works from home and we have a dog that barks anytime someone is in our driveway or on our property. This did not occur on either date. We reached out to the company on several documented dates with staff reassuring us that someone will get back to us to resolve the matter. We finally received an email correspondence from the route manager on 10.25.2022, five months after we began disputing the bill for the unprovided services and after one of the two bills of $109 was sent to collections. That bill is now $240.24. In the 10.25.2022 correspondence, we were informed that there is nothing they can do to address the matter as the technician who completed these (work orders) is no longer with the company. Interestingly, we were never provided the attached documents of claimed provided services until they were sent in the 10.25.2022 email form Scherzinger. I find it additionally suspect that the exact same technician comments are documented for services provided in the winter and in the spring. We have been customers of Scherzinger Pest Control for 19 years and have never before disputed claims of provided services. We would like Scherzinger to resolve the bill with the collection agency and have all charges for the 02.08.2022 and 05.03.2022 services removed.

  

  Business response

  12/06/2022

  We apologize for this experience and assure you this is not our normal course of business.  We first would like to thank you for the years of dedicated business with Scherzinger.  After reviewing the account; we have credited the two charges that are currently on your account and will be reaching out to you directly.

  Sincerely,

  Kurt Scherzinger

  President 

  Customer response

  12/11/2022

  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. 
  
  Regards,
  
  ****** *********
  

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