ComplaintsforMerlin's Pest Control

• Initial Complaint

  12/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Merlin Pest Control on 11/12/2021 to exterminate a unit they that have preciously treated since we had a new tenant. I spoke with Brandy as I had preciously done. I told what I wanted. She said the fee was $70.00 but she would charge what I usually paid. Brandy called on 11/24/2021 to collect payment. I gave her my debit card number and asked her to send me a receipt. She emailed it to me. To my surprise she ran my card for $215.60. I reply and told her that I thought she was changing $59.29, the amount I have always paid. She did not respond. I called a few times. No answer. I finally got through. The owner got on the phone and start yelling at me and told me that he was tearing up the paperwork. I could hear paper being torn. He told me that he no longer wanted to do business with me and was sending me a check for $215.60. He said consider this free and he does not want anyone calling his company from this address. I sent a email to inquire about the check. No response. Brandy was quiet and she know what we discussed. I told Brandy in my email, I would have never agreed to pay $215.60 to have this unit spayed.

  

  Business response

  01/05/2022

  The customer contacted us in November, 2021 to treat a roach problem in a unit that had last been treated by us in February, 2021.

  
  This unit had a severe cockroach infestation that required multiple treatments, more than the landlord was willing to pay for. Her new tenants complained about the cleanliness of the cabinets, which were absolutely filthy with roach feces. We have pictures. My technician was forbidden by the landlord to talk to the new tenants about the situation they were dealing with in that unit and he tried very hard to abide by the wishes of the landlord. She still called to complain about him.

  
  When the landlord contacted us in early November to schedule the most recent appointment, she was informed that a re-initial fee of $200 + tax would be charged due to the amount of time between the services. She was also advised that the cost for follow-up services would be $75 + tax. She had previously been undercharged for the service. We agreed to honor the $55 + tax she had been charged in the past.

  
  I processed her payment on 11/24/2021 and emailed to her the paperwork, as requested, at 11:18 am. I received a voicemail message from the customer at 11:47 am, an email at 11:50 am, and missed another call at 11:50 am. After listening to the voicemail and reading the email, I went to discuss the issue with my boss. We were preparing to return her phone call when she called again at 11:59 am and we took the call.

  
  The speakerphone was on and the owner was present. He took over the phone call when the customer implied that we had lied to her and were trying to scam her. It was during that phone call that he told her he would be sending a check for the refund and never to contact us again. However, the customer then informed us that she was at the bank, disputing the charges. That's why she did not receive a check from us. We were not going to refund the money twice.

  
  We will no longer do business with this customer.

  Customer response

  01/07/2022

  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 belo
  The information they provided is half truth. Plus I never refused to paid what Brandi told me. My bank want me and them to resolve this matter first. Plus this website is not working
  Regards,
  
  
  ******* *******
  
  

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