ComplaintsforUrbanex Pest Control

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Enrolled date: March 14, 2022 Initial payment: $100 Quarterly payment 4/22:$139 During this quarter I phoned in 3 times demanding a respray because the spiders/knats got worse indoor and outdoor. I received 2 respray that quarter.I was told by the office manager that if I ever had more than 3 Re sprays in one quarter that I could cancel without being charged a fee. Even after the resprays and coming into the 2nd quarter the situation got worse. 7/22: $139 I phoned in and had 3 resprays with no change in the matter. After the resprays I called to cancel only to be told that if I wanted to cancel I would have a $200 cancellation fee regardless of if the service worked or not. After being hung up on and never called back as promised I want to reach out to the BBB to seek a resolve of removing the additional cancellation fee and removing the service.

  

  Business response

  10/18/2022

  I apologize for the frustration you have had with Urbanex. Our policy per your agreement which was emailed to you states the following regarding re-treatments. "If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund or apply an account credit equal to the full cost of your previous service and provide a third free re-treatment." You only received 2 re-treatments between quarterly services. We made several attempts to communicate with he customer and go over the agreement terms, but were instructed not to call back unless it is to waive his cancelation fee. Per the agreement the cancelation fee would be valid for early termination.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The sales guy pushed for a ONE time service that would clean the spider webs, hornets nest, and spray preventative medicine for additional insects around my home (3ft up-3ft out). I advised I didn't have a any issues with insects but he advised me then it would be a preventative maintenance since everyone else on my block has done the service. The service in total took less then 10 minutes, which was initially suspicious but I didn't argue about it too much since the salesman stated he charged multiple neighbors around me $250 but sold me the service for $50 today only. After a couple weeks I received a phone call about reoccurring service for $110 every other month. I figured I would tell them not to come out since the initial service, I have had multiple issues with ants and spiders in places I did not have before. When I called the ******* ****** office they advised I would only be able to cancel the service for a $270 fee. When I advised them those terms were not discussed in the initial service. They responded that they were not there upon the initial sale and would have the sales representative call me back at an unknown time and date. Now I am jumping through endless loops with condescending and repetitive customer service workers.

  

  Business response

  10/19/2022

  Business Response /* (1000, 12, 2022/10/17) */ I apologize for the delayed response. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. The agreement was signed and emailed to you outlining the terms and conditions. We did communicate with the customer and offered him $150 as a cancelation fee based upon the agreement, which has been paid. At this time the account has been closed out.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for quarterly pest control and monthly mosquito treatment on 6/6/22. The 1st visit was a nightmare. They started and never finished because they were supposed to come back and never did. They claimed I didn't answer my phone. They finally came back a day later (after the manager lied and said he personally would be coming back, which of course did not happen). So fast forward to July. They came by and did the mosquito treatment. Left my fence wide open (I have small expensive dogs and had I not checked they would have gotten out before I realized). A few days later received an email about a scheduled visit. I thought that was weird but chalked it up as a system glitch. Someone actually showed up. My husband ask why were there back already and was told that they were early and they would fix the schedule (this was a Friday). Next day I get another email that there is appointment for that coming Monday. I sent snd email telling them to get the scheduling straight or cancel my account. Someone still showed up at my house that evening. Told him it was too early. He said he could go make a call and let me know what's going on. Never same back to the door just drove away. Now today I get yet another message that there is a mosquito treatment scheduled for today. Tried calling office which is closed. Sent email that I want account cancelled and that if I am charged today I want a full refund or will report as fraud to my account.

  

  Business response

  10/17/2022

  It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. After investigating your account you signed up for two subscriptions (General ***************** The mosquito services are every 21days which would be the appointments you're referencing being scheduled. As of 7/18/2022 both subscriptions have been closed in our system with no balance due.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two months ago I received a knock on my door from an aggressive salesman offering me pest control services. I declined but he was pushy, not wanting to accept no for an answer & explaining that my neighbors were already clients. I still said no. He then cut the price in half for the first service and I agreed and they did the first service that evening. On the date of the second service the person never rang my door (I have a dog who barks loudly when the doorbell rings) and claims to have done a treatment outside the home only when I called him later and he claimed he rang my doorbell. I have no proof he did so or even was at my home. I paid the bill for this treatment even though I have no idea whether a treatment was done or not. I thought about this a couple days before calling the company to cancel service as I was dissatisfied with what had previously occurred. I was told that if I canceled I would be charged a $245 cancellation fee. I took this as a threat from the woman I spoke with. I told her if I had been made aware that there was a $245 cancellation fee when I began service I would have never agreed to the service in the first place. The pushy salesman who sold me the service never mentioned such a cancellation fee either. Within seconds of hanging up the phone with this woman, my credit card was charged $245. I believe this to be a con game as well as preying on the elderly. I am nearly 74 years old.

  Customer response

  08/05/2022

  No, I have heard nothing from Urbanex. No communication of any kind. But **************** wwas notified by me and currently has reversed the sharge made by Urbanex and they opened an investigation and have heard nothing from Urbanex as well.

  

  Business response

  10/17/2022

  I am really sorry you had that experience with our sales representative. We run daily trainings on how to be respectful and polite while selling our service and additional training will be held. After investigating your account, we did perform the service at your property. The salesman did email the agreement to you which entails the terms and conditions of the agreement. I apologize you felt threatened, that is not our intent while going over the terms of the agreement. We train all employees to be as respectful and professional as possible. After she reiterated the fee, she was instructed to close the account which entails processing the cancelation fee.

  Customer response

  10/23/2022

   
  Complaint: 18291011
  
  I am rejecting this response because:

  The business took over two months to respond.  That alone indicates that they did not take my complaint seriously.  They don't deny that the sales person acted inappropriately and in fact apologized for the over-bearing nature of his conduct and indicated that retraining was in order.  I did pay for services rendered without objection.  I then canceled further services.  The salesman gave me no indication that if I stopped services I would be charged an onerous cancellation fee.  That fee was an outrageous charge and it was no surprise that the salesman did not inform me of that fee.  Had he done so, I would never have contracted for service in the first place.  Frankly, that fee and the high pressure sales pitch is a racket, especially preying on the elderly.  The State ************************* should be investigating such sales practices and I very well may notify the Attorney General of my experience.  This is no way to carry out a business.  I have no intention of paying that onerous fee.
  
  Sincerely,
  
  *********************

  Customer response

  05/10/2023

  Urbanex did not respond in a timely manner and the BBB closed the case.  I am not sure why I received this message from BBB today.  As far as I am concerned, the case is closed and I am moving on.  I do appreciate the BBB with their assistance in this matter.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April 2022 we were having windows installed on our home and we found what we thought were termites in the walls. I called Urbanex to deal with the termite issue only. When he arrived, it was determined that we did not have a termite issue and that he would do a one time treatment for the home and that I follow up was recommended in 30days. I was very clear with him on the phone and when he arrived at my home that I did not want a monthly service plan and didn't need one. We called about termites and it ended up not being termites so there was no need for a monthly plan, The receipt for services included a section signing us into a monthly plan despite my having told him several times that I didn't want one. Now, they are refusing to cancel the service I didn't want unless I pay $150.00 in cancelation fees. That is basically theft by deception.

  

  Business response

  08/31/2022

  Business Response /* (1000, 16, 2022/08/24) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. The agreement was signed and emailed to you and shows the email was opened. "Customer may cancel this transaction without penalty anytime PRIOR to midnight of the third business day of the transaction by speaking with an Urbanex Account Manager." We called and offered 50% off the cancellation fee 8/24/2022 and the customer denied the offer.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salesman **** walked up to us the day we were moving into our house and told my partner and I about Urbanex services. It was very high pressure sales (he even explained after what sales tactic they use to get people to buy on the spot). Since we were just moving in and needed to set up pest control, we decided to give them a try. We were told if there were any issues, all we had to do was call them and they'd send someone out to re-spray, and if we still had any issues/weren't happy with the second round, we could cancel. After the two services, we still have spiders on the back patio, all sorts of bugs coming into the house, and sugar ants all over the pantry. We're now trying to cancel our service and they're trying to charge a termination fee for "terminating the contract." In addition to the ineffective service, I feel the need to point out why they have almost 5 stars: They stand there after performing the initial service, ask you to get your spouse/partner (if you have one), tell you both to get your phones out, and then pressure you into giving them a 5-star review on the spot. They guide you to say the service people's names and ask you to say something like their service was fast, efficient, etc. Truthfully, it seemed legit day of first service - it was fast because they were working the neighborhood.

  

  Business response

  08/31/2022

  Business Response /* (1000, 14, 2022/08/24) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. We run daily trainings on how to be respectful and polite while selling our service and it is clear that some additional training is needed. We do the initial flushout service which can cause an increase in activity due to the product working. We come back within 30-45 days to re-establish the barrier on the home. You requested a re-service 10 days after the initial, then canceled the first scheduled appointment. The charges are detailed on the agreements sent to you at the time of signing up. It is true that we offer a money-back guarantee and as outlined in the agreement this is for those cases in which we are unable to solve a recurring bug issue and have failed to provide an effective service. It reads, "If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund the full cost of your previous service and provide a third free treatment." Having only received one service & one re-service your account does not qualify for the money back guarantee.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two salesmen approached me in my driveway at 1030pm est. Way to late to be trying to do business. Spoke with salesman from company and he acted like it was no big deal. He replied with" I ring doorbells until 9:30pm." They have no business trying to sell me something at 8:00pm let alone 10:30. Local law enforcement will be contacted if they return.

  

  Business response

  08/29/2022

  Business Response /* (1000, 16, 2022/08/23) */ We are very sorry for the frustration with our sales representatives being in your neighborhood. We train our representatives to respect any No Trespassing/No Solicitation signs posted on your personal property. However, we do have the proper permits with the city, town or appropriate authorities to make sure we are following their guidelines. We have escalated this to our VP of sales who will ensure additional training is done. Consumer Response /* (3000, 18, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will never hire them to service my property. Very unprofessional company to blatenly disrespect someone's personal time and show up at 10:30 pm trying to sell a service. I feel as though they do not care about who they bother or the look of their company they are just out for a dollar. Doesn't matter who they upset in the process.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for pest services and when they came out and sprayed the eaves of our home it left a white water residue all around the perimeter of our home. When I called in to report the issue they came back out with a cordless battery powered water gun to shoot water on the eaves in an attempt to remove the residue. Battery on the water gun was dead and so they used my garden hose with a spray nozzle to try and remove it. That didn't work and I said they would probably need to get on ladders and hand wash the eaves to get the residue off. a supervisor responded to the residence and agreed the treatment was "mixed" incorrectly and also sprayed incorrectly. The supervisor stated he would try and get a company to come clean it. Several weeks went by then a pressure washing company showed up one evening late and stated he was here to spray the house. I explained simply spraying water would probably not work but go ahead. Since it was dark when he finished, I was unable to see if it worked. Next morning the residue was still there. I again called Urbanex and spoke with the supervisor and told him the pressure washing didn't work. Supervisor stated he would keep trying to find a solution. I decided I would climb a step ladder and clean off the residue from under our covered patio. It cleaned "most" of it off. The residue had a stickiness to it and would not come off completely. Supervisor sent out his assistance manager to attempt to clean off the residue with a brush. This worked somewhat but not completely. The assistant manager asked if he could attempt to clean it off the covered patio and I explained I did it myself. When I again called and spoke with the supervisor that the residue was still there, he explained they had exhausted their efforts and could not find anyone in the Clarksville area to come "hand wipe" the eaves. He explained if I lived in Knoxville he had a company that would do it. So I asked him because of where I live, you can't help me

  

  Business response

  10/20/2022

  Business Response /* (1000, 15, 2022/08/23) */ Sorry you had this experience with Urbanex. Our product does not typically leave residue. After investigation of your account our technician, manager, and pressure washing companies have all been out to clean the home and remove the residue. The account was closed in May 2022 and the last payment was refunded prior to the complaint filed June 2022. As a note three pressure washing companies were contacted to resolve the issue and two other company's refused due to similar accusations of residue. Again apologies for this experience with Urbanex. Consumer Response /* (3000, 17, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only one pressure washing company came out to "attempt" to clean off the residue. It did not come off. I stated from the beginning it would need to be hand wiped off. Simply shooting water at it does not take the white residue off. Supervisor informed me if I lived in Knoxville he had a company that would hand wipe it off, but because I live in Clarksville there was nothing he could do because no one would come clean it. So I'm being punished for living in Clarksville? I cleaned off the residue myself from my covered patio. Should I bill Urbanex for my time and labor?? I'm still left with white residue on my eaves. I see it everyday. Yes I was refunded the second treatment. If Urbanex won't clean up the white residue I feel like the first payment I made should be refunded as well or I should submit an invoice for my time handwiping my covered patio. Business Response /* (4000, 23, 2022/10/19) */ Urbanex has made every reasonable effort to resolve this issue with Mr. ******** Two Service Technicians came out to clean, a pressure washing company came to clean, and our Branch Manager came to clean. In every instance the efforts were unacceptable to you. I apologize that you have been dissatisfied with the many efforts made by our team resolve your issues. I have refunded the first payment of $139. There are no other refunds to provide and Urbanex will not providing any other compensation to you.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been with the company in a 12 month contract. The contract has been fulfilled and I want to terminate my service, however the company is not allowing me to do so. I have called numerous times and they direct me to the manager whom never picks up the phone or returns a call.

  

  Business response

  06/22/2022

  Business Response /* (1000, 12, 2022/06/15) */ I apologize for the delayed response. After a careful investigation of your account, it looks like you fulfilled your contract and the last date of service was 4/4/22. Your final bill was charged on 4/5/22. There have been no further charges on the account and the account was closed with a zero balance. We do appreciate your 5 star rating!

• Initial Complaint

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Door to Door salesperson continued to violate the posted non-solicitation signs within our neighborhood. When asked, he said that he was going to ask anyway. Notified him about the legal actions and notified law enforcement. For reference, here is the County policy. Cameras also recorded actions at multiple homes. No peddler, street barker, solicitor, solicitor for charitable purposes, or solicitor for subscriptions shall: Enter in or upon any premises or attempt in or upon any premises wherein a sign or placard bearing the notice "Peddlers or Solicitors Prohibited," or similar language carrying the same meaning, is located." "In addition to any other action the county may take against a license holder in violation of this chapter, such violation shall be punishable by a penalty of up to $500 for each offense. Each day a violation occurs shall constitute a separate offense."

  

  Business response

  06/15/2022

  Business Response /* (1000, 17, 2022/05/02) */ We are very sorry for the frustration with our sales representatives being in your neighborhood. We train our representatives to respect any No Trespassing/No Solicitation signs posted on your personal property. However, we do have the proper permits with the city, town or appropriate authorities to make sure we are following their guidelines. Consumer Response /* (3000, 19, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of active permits, your employee blatantly and knowingly violated the solicitation law that is active in our county. The next time Urbanex steps foot on any posted private property within our community the proper authorities will be notified immediately and we will push for trespassing ******* to be filed. Business Response /* (4000, 25, 2022/06/14) */ Again, we apologize for the frustration in dealing with our sales representatives. Obtaining solicitor permits in most towns requires our representatives to abide by a 'no knock list' that is maintained by town governments. We would recommend contacting your local government to inquire about placement on the list in your city.

*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. ↩