ComplaintsforAdvanced Bed Bug & Pest Services

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The employees took a television out of my home and caused damage to the property. The treatment failed and another service was needed. Because of the companys guarantee that treatment would work, and me not wanting his company back in my home the owner *********************** agreed to replace the television and give a partial refund to pay for the second treatment I needed. I didnt even demand a full refund or additional money to replace damaged blinds and vents. I have been told by *********************** himself (with texts to prove it) that he intends to send me my refund and my television.He has not followed through. This occurred in October and he has delayed and made excuses.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  PLEASE do yourself a favor and do not get involved with them. Once they add you to their contacts, they will not answer the phone if its a service they wont be paid for. You will get only texts and return voicemails. First contact with them was very good...professional, polite, knowledgeable, efficient, discreet. We paid half up front, they scheduled heat treatment the next day, and the treatment experience was fine. We paid the balance when they were here. Afterwards, three blinds were damaged. We replaced them and ***** said hed reimburse us. We sent him the invoice, but it took nearly three months of constant contact attempts and excuses to finally receive reimbursement. Six months after treatment, the problem had returned. We contacted them on a Saturday (Sept 24) to exercise our warranty. ***** answered right away and said hed call Monday morning. He didnt. After we called and texted several times, we were told theyd come out October 6 two weeks later. After several requests for confirmation of date and time, ***** finally texted that as far as he knew, we were confirmed. They didnt show. They did not contact us. We texted at the end of the day and ***** said hed check on it. Someone called later that evening and said they could come in a week. The infestation of our home with bed bugs has been one of the worst experiences of my life. The nightmare of working with this company to get rid of them has made it much worse.

  Business response

  11/15/2022

  I have reached out to the customer to try and resolve the issue. The day we spoke the husband was on the phone and the wife in the background and just wanted to basically fight by telephone. I told the customer i wasn't willing to do anything until we were able to discuss this matter professionally. The customer hung up and i tried to call back they didn't answer my call so i texted them and told them basically the same thing that i will be happy to help them any way that i could, but we were going to discuss this professionally. They have yet to call us back. As far as them speaking to me by text message it didn't happen, they might have spoken to someone, but it wasn't me. I have been out of my office since July 19th the day that my wife went into emergency surgery i tried telling them that and they still wanted to fight. I am happy to help but this compliant and the reviews need to be settled as well.

  Customer response

  11/15/2022

  Complaint: 18344078
  
  I am rejecting this response because:

     This is not true.

     Owner started the phone call off sarcastically and not willing to listen.

     I tried to contact him many times before the original complaint as Ive said before.

     We did not get the extended warranty work done for the extra money we paid at original time of service.  I would have no reason to fight if I 

        wanted the service done.  I would also have no reason to write a negative review if the work had been done in a timely manner.

       

     

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

  Business response

  12/02/2022

  I have all communication text and calls that was sent to my office and the customer hasn't texted me personally as they stated in the abovementioned compliant. I have also sent a text message the day of the phone call that the customer hangs up on me explaining that i would be more than happy to help them in any way possible, but a professional conversation needed to be held, Advanced Bed Bug and Pest Services are here to help customer get rid of pest issues and to not fuss or fight with customers. If the customer has had communication with someone in my company, it had to be by cell phone and not through our office. I am trying to help but i am not going to be disrespect in the process. 

  Customer response

  12/07/2022

  Complaint: 18344078
  
  I am rejecting this response because:
  I reject the comments by Advanced Bed Bug regarding conversations and text that we have had with him. I have a detailed historical log of all text messages and phone calls that have been made to both him personally and his son over the past several months.  We have been more than patient and willing to work with him to resolve this issue.  He has had plenty of opportunity to satisfy his responsibilities through the extended warranty.
  
  After several attempts to contact him for prepaid warranty work went unreturned, we posted our review which is our honest reality in dealing with this company.  He finally called on November 2nd, and the first thing he said was You can write a review, but you cant call me?  That was followed by if you take the review down, Ill fix the problem. The conversation deteriorated after that, and we hung up because he wouldnt listen to anything we had to say.
  
  As he mentioned, he texted after the call, saying, Im not trying to be rude to you or your wife but to leave reviews that arent truthful isnt fair. Why would he say he wasnt trying to be rude if he was being rude? At no point during the call was he trying to have a professional conversation.
  
  We reached out to exercise our warranty on September 24 and were finally able to schedule the work for October 6th.  Late that day, we texted him and told him no one showed up.  We finally received a call that night from an unknown employee stating that the person who was supposed to do the work was in the hospital. This is the only phone / text communication we have ever had with the company outside of the owner or his son. 
  
  The best resolution at this point would be to have the money we paid for the extended warranty returned. We remain willing to have a business, emotionless conversation. He is welcome to call. 
  
  Regards,
  
  *********************************

  Business response

  12/12/2022

  I will make an effort to call and speak with **** this week. I will leave a message if they are not available to answer the phone. I will ask them to return our call to our office phone not a cell phone. I will attempt to resolve this complaint with **** and see if we can get the issue resolved.

  Thank You

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

  Customer response

  12/16/2022

  Complaint: 18344078
  
  I am rejecting this response because:

  It is now nearly 5pm on Friday afternoon.  I have not heard from the owner.  The issue is still not resolved.
  
  Regards,
  
  *********************************

  Customer response

  12/21/2022

  Complaint: 18344078
  
  I am rejecting this response because:It is now nearly 5pm on Friday afternoon.  I have not heard from the owner.  The issue is still not resolved.
  
  Regards,
  
  *********************************

  Business response

  01/20/2023

  I have attached a screen shot of the text messages that was sent to the customer on the day that the original issue came up and still till this date neither the husband nor the wife has called my office. I have them saved in my phone as blinds because the day that we originally did the treatment it was told to me that we had damaged 2 blinds and when the customer sent me the bill the replace 3 blinds and never got permission for the third blind and never sent me photos of that damage either. I paid that bill to them in full and didn't raise a fuss over it when I could have. I do believe that my company has done what we say we was going to do. The customer has had my cell number this whole time and they haven't called me as the text messages ask. The phones work both ways and i have tried to text and call to resolve the issue and they haven't returned my calls or text messages.  

  Customer response

  01/24/2023

  Complaint: 18344078
  
  I am rejecting this response because:

  
  

  I am disappointed with the response from the owner.  The fact remains that the warranty work was not completed as promised and scheduled on October 6^th. We never received any response from the owner or his office about the work not being done.

  Prior to the holiday, the owner said that he would call to try and resolve the issue of the payment of the extended warranty.  As has been the case since the original work was done, he said he would call, and he did not.

  No, we have not called the owner again.  We called, left voicemails, and texted his cell for months about the blinds and then attempting to exercise the warranty.  The only reasonable conversations we have ever had with him was when we requested the initial service, and he was very kind and helpful.  It is interesting that he copied the text that he sent to us after we hung up the phone the last time.  He tells us that when we are ready to get this fixed without fighting, we can call.  However, he was the one who started the fighting on the phone.  He told us You can write a review but cant call, and Ill fix this if you take the review down. He then wouldnt listen, talked over us and we hung up the phone.

  As far as the blinds are concerned, we called the morning after the initial work was completed and told him two blinds were damaged.  We followed up with a text message on 3/16/2022 telling him that a third blind that was damaged, and he said he would call back to discuss.  There would have been no reason for me to claim damage that didnt occur. The one time we talked about the blinds on the phone, he became very belligerent. I have multiple texts where I tried to contact the owner regarding the payment for the blinds.  He didnt raise a fuss, but it took three months to get the money.  The check was apparently lost in the mail and also returned to him twice.  We finally received payment by ***** on June 9^th. 

  Yes, the phone works both ways, but in our experience when we have asked for calls to be returned both by voice mail, and text, we have not received calls back.  

  There has been no offer from the owner regarding resolution of this complaint.  This complaint should be closed as unresolved by the Better Business Bureau.

  If the owner wants the issue resolved, he needs to Zelle us a refund for the extended warranty.

  
  

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

  Business response

  01/25/2023

  The issue here is the customer states to have texted me and i have asked to see these text messages, I have also asked her who scheduled the appointment with her for 0ct 6th. Both of these items she doesn't have or doesn't know who they spoke with, but she can put in the review and the complaint with the BBB that it is I of who she texted and spoke with and i can prove that it wasn't me. I have also checked all of the phone calls that come through our office that are recorded and call history saved, and we show no history of any calls coming into this office. Do i want this issue resolved of course i do but i do not feel that i was rude to them in anyway. However, i do feel that both her and husband was rude, and the truth is i don't have to be talked to in that manner and i will not be talked to in that manner. If the customer wants to give me a time window to call and speak with them then i most certainly will do my best to call during that time frame. I am available between the hours 10 and 3 after that i am not available. Saturday and Sundays we are closed and do not take calls or make calls. 

  Customer response

  01/25/2023

  Complaint: 18344078
  
  I am rejecting this response because:

  See the attached logs.
  
  Regards,
  
  *********************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 3 year warranty is useless! They wont come back, constant excuses or they just dont even call or show up. *** had stuff moved out of my house twice that was out for days because they didnt show up when they were supposed to. They also did alot of damage the last time they were here, ive got exspensive window blinds that are warped, i had a light switch melted, i have floors that are buckled from the heat, and cant get anyone to even reply! Yall suck! I went and spent more money and bought chemicals and took care if the pest myself. I want my **** dollars back! Your 100% guarantee is false! And your warranty is false!

*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. ↩