ComplaintsforThe Bugnappers, LC

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sprayed my yard and house. About one week later I started seeing coachroches inside my home. I have never had them before and always get my house sprayed at least once a year. This was the first time I used this company and will never use them again. The treatment they say they did made bugs worse. Almost like what they sprayed was an attractant. I had to pay another company to come spray for the coachroches.

  Business response

  02/13/2024

  To whom it may concern,

  We did an interior and exterior treatment for ****** on 10/30/23. It was our senior technician **** that completed the service. We also did 2 lawn fertilizer applications for her as well. These were done on 10/26/23 and 11/29/23.  She never mentioned any issues with seeing more bugs until we called for collections because we failed to receive payment. Typically if we treat for the insects, if people still have issues afterwords, they call us immediately and we treat for them again to rectify the situation. We didn't hear anything about having cockroaches after until we called at the beginning of the year to collect the over due balance. Also, we have offered to take payment for the lawn applications (which have nothing to do with insects) and she has refused to pay for those treatments as well. I tried to call her today when this came to my attention but she did not answer so I sent her a text message asking her to please call me back so I can try to help fix the situation. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a service ordered at the end of August. Received a call they were on their way, had the service, a door hanger saying they were there and an invoice sent immediately. Paid the invoice off and 35 days later they came and sprayed my house again. ( I’ve come to learn this is a typical thing according to them, and they do not need permission, however I’ve never experienced this). This time however, no phone call was made, no door hanger was left, no invoice was sent! Received a call that I had a past due b****ce on my account and asked how I wanted to pay!?! Had to go back and check home security cameras to see if anyone even came to my house. Called to speak with a supervisor about my frustration and was told I would get a call back. Never got a call back. Got a call again last week about a b****ce on my account. Again explained the situation, asked to talk to a supervisor and got a call back in 10 min. Supervisor told me she wasn’t authorized to make a decision on the account and said she would call me back the next day! Never received a call back! Received a 30 day past due invoice (1st time I’ve even seen an invoice for this unsolicited service) so I called again to speak with someone. Phone call was less then pleasant for all parties and I was basically told this is how they do business and there is nothing wrong with it. “They wouldn’t have a small business if they weren’t doing things the right way!” They don’t have to call to say they are coming, door hangers can blow away, and sometimes invoices can go to spam (even though it’s never been sent there and still isn’t there). So I was told they would have the manager take a look at the account and call me back. Received a call this afternoon that they heard I wanted to make a payment?!? I asked about the manager calling me and was told she looked at the account and she sees no wrong doing so the b****ce for the service I did not request still stands.

  Business response

  01/18/2023

  Hi *******,

  
  

  I am so sorry to respond so late to this complaint. Based on my research and our conversations this comment was supposed to be removed after we handled everything between us. I show you spoke with me, my assistant Yvette and a couple of my other office ladies and this was resolved. Again, my sincere apologies for the miscommunication and I am glad this was taken care of. If there is anything else we can do for you please let us know.

  
  

  Kind regards,

  
  

  Leyla M****

  The Bugnappers

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had business come spray lawn for weeds and also spray around house for bugs. 1st treatment had no measurable effect. contacted company with concerns and expressed that we would be using the money back guarantee. company performed second treatment, unauthorized. Have been in dispute over invoice for nearly the last year. Have called and spoken with company more than a half a dozen times. Always told that they will take care of it, and follow up with us. Weeks will go by until they send me another invoice claiming my payment is past due.

  Business response

  01/18/2023

  Hi *****,

  
  

  This account is actually not under your name. It looks like its under ***************************, who ************** ******* originally spoke with on March 3rd 2021. You ordered lawn care services and pest control services for the 2021 season and requested to be called the day before each service. We came out and applied your first weed control, fertilizer and exterior pest control spray on 4/1/2021 with ****** approving both services the day before. On 5/4/2021 we called and left you a detailed voicemail letting you know we were coming out the next day to do your weed control, fertilizer, exterior pest control spray and pro active grub treatment. Not only did we call before each spray as you requested but these services were pre-ordered and we also emailed you the invoices after each spray was completed. We never heard any complaints from you until my scheduling department called to schedule your **** services on 6/2/2021, when you canceled with ***** letting her know you were not happy because you still had weeds. We do not have a money back guarantee,  we have a customer satisfaction guarantee. We tried explaining this to you and offered to come redo the services at no charge extra to make sure all straggler weeds are sprayed and areas that you needed resprayed for bugs are sprayed as well. You declined that and asked for us just to write off the services rendered instead and that is not how our policy works. Having two applications a year will not take care of all your weeds, there is a reason why most customers take an entire lawn care program. Since these services have been rendered we have made numerous attempts to contact you so we can get this resolved. You and I recently spoke and you were not very polite to me either, I tried helping you and you proceeded to yell at me and absolutely refuse to pay for services rendered. I am sorry for the confusion and I would be happy to clarify things to you if it will help. We want this resolved as much as you do but you shut down every option and I am not sure what else I can do for you ******************. Please let us know if you need anything else.

  
  

  Kind regards

  
  

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

  The Bugnappers

  Customer response

  01/18/2023

   
  Complaint: 17443421
  
  I am rejecting this response because:

  This information is incorrect. We only ever authorized the first round of services. After not being satisfied we told your company we were no longer interested in your services. No further services were authorized, verbally or otherwise, after the initial service. As can be seen by your multiple reviews on ******* it seems to be a theme for your company to upcharge clients and perform unauthorized services. The services provided had no effect or in most cases made the problem worse, again this is reflected by dozens of former customers on ******* Im not convinced any service was ever provided, again illustrated through multiple reviews. We will be paying for the initial services only. Moving forward we can never in good conscience recommend this company to anyone. 
  
  Sincerely,
  
  *************************

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