ComplaintsforPointe Pest Control - IL, LLC

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ORDERED PEST CONTROL FOR FLEAS IN MY HOME AND WAS PROMISED A FULL HOME EXTERMINATION WHICH I DID NOT RECEIVE. THE PERSON ONLY SPRAYED 1 ROOM IN MY HOME AND STILL CHARGED ME $300.

  Business response

  09/26/2024

  Thank you for reaching out. We spoke with Miss Amor on 8/26 and then again on 9/5 where I refunded her half of the payment ($150). We do not offer refunds as part of our policy, but we decided to honor and assist Miss Amor beyond expectations. I have attached screen shots for proof of refund and communication with agents at Pointe. Please reply to this email to confirm you received our reply to the complaint, we appreciate your help! 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely HORRIBLE experience: ok so we signed up for the monthly/quarterly plan a couple years ago, and have been paying regularly since. A few months ago a very obvious mice problem started. So I called Pointe Pest Control and the tech came out and did absolutely nothing besides place a few of those sticky traps around the basement (the things I could have bought from Menards myself), which did nothing for my problem. I spent weeks cleaning the basement and placing my own traps, slowly getting rid of the mice I caught on my own (the sticky traps did nothing). Fast forward a couple months later and I hear scratching in the attic. So I call Pointe Pest Control again - I let them know the problem is in the attic. The tech comes outand DOESNT EVEN GO IN THE ****** All he does is open the entrance to the attic, reaches up there and places a few poison tablets near the entranceFAR away from where I told him I hear the scratching fast forward to tonight: we have a 10 day old newborn, and now the scratching in the ceiling is right above his crib and along the walls - its the middle of the night and we are terrified something is going to come through the walls, my wife is literally hitting the walls with a broom in an attempt to scare it. Im sure Pointe Pest Control is great for one time services, but please DO NOT sign up for the recurring monthly plans - you will be forgotten, and they will do the absolute bare minimum, if that. Ive probably spent thousands on this monthly plan only to feel like it was all wasted with this level of service.

  Business response

  05/28/2024

  ************** and BBB,We regret to hear of this matter affecting our customers, however, after investigation of the account, we have found the home to be suited for pests. The over grown tree limbs, the entry points in the roof, the over grown bushes and debris lay up against the home are shelter for critters of all kinds. After trying to go up in the attic, unable due to no floor boards we set as much product as we could to monitor the activity. We are reluctant to believe this is not a mouse but a larger animal that we are unequipped to service. The screenshot of the account shows we relayed this info to the customer from the tech. We have closed the account so no future ******************** will be rendered and wish you the best of luck.

   

  We recommended to the customer to seal entry points that we sent to him after technician investigation. The files are too large to upload to your system, I would gladly forward them to our rep to add. Additionally, the customer refused to seal the gaps that cause the pest activity, we cannot treat the home efficiently due to the damage within the structure.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since so many of these positive reviews are calling technicians out by name, I believe its only fair that I do the same - Gennsie was the technician who was sent to our house, when we reported a sound coming from the attic. He barely took any time to actually explore what was happening, declared it was a nice problem, and then went on to tell us the only thing he could do was leave pellets of poison for the rodents to consume. That was it - that was the extent of the comprehensive service that Pointe Pest Control had offered when they came on their bellies begging for our contract on our front door. What a SCAM!!! This has happened before, we did a contract with them, and then one day I walked into the home to find a mouse within my property - I yelled and screamed on the phone with them, they sent someone out who took about 5 minutes (less, even) looking around a 3000+ sq. door property saying they couldnt do anything, and that theyd leave pellets of poison. Thats their ONLY modus operandi. Do the least. The very least. Its ABSOLUTELY horrendous and despicable service - they may seem polite but theyre USELESS. Absolutely USELESS. My point is, even if its merely Mice in the attic, how come your poison pellets didnt work. Even the chemicals they use are as useless as the technicians that they send. There was ZERO follow up to ask if their service was good, or if the matter was resolved. The ABSOLUTE WORST SERVICE FROM A PEST CONTROL COMPANY. Period.If youre looking for an ACTUAL lasting solution, dont look towards this USELESS, INEFFECTUAL, OVERPROMISING, UNDERDELIVERING farce of a pest control company - theyre good for ABSOLUTELY nothing other than lying and making promises to secure commissions and contracts. Theyre FRAUDS. I want money back from them, or an effective solution - Im sure I wont get either because this company is a SCAM.

  Business response

  04/29/2024

  ************** and BBB,

  We regret to hear of this matter affecting our customers, however, after investigation of the account, we have found the home to be suited for pests. The over grown tree limbs, the entry points in the roof, the over grown bushes and debris lay up against the home are shelter for critters of all kinds. After trying to go up in the attic, unable due to no floor boards we set as much product as we could to monitor the activity. We are reluctant to believe this is not a mouse but a larger animal that we are unequipped to service. The screenshot of the account shows we relayed this info to the customer from the tech. We have closed the account so no future ******************** will be rendered and wish you the best of luck. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 23, 2024 - ************ charged my credit card $48.00 for a service I never received. They also lied and said I have a contract which I never signed. I called them on February 26 to cancel my service. They refused to give me a credit (for the service never received) and said they will continue to charge my credit card this monthly fee. I also contacted my credit card company and asked them to refuse further payment(s). Please help me resolve this problem.

  Business response

  03/25/2024

  In response to the complaint from **********************: This customer is on a monthly billing cycle for a quarterly maintenance service meaning he is charged every month for treatment provided every 3 months due to its application schedule. We recommended for the customer to make free follow up appointments every 2 weeks so we can get the mice issue under control. Since the initial service on 12/27/23, the customer only took one free follow up appointment on 2/8/2024. Per the agreement, the customer has to take 3 free follow up appointments to qualify to cancel the contract, that we failed to get signed by the customer. Ultimately, due to the technicians failure to get signatures, we will provide a refund of two payments of $48, in the amount of 96$. We have no money back guarantee and per the terms of the contract, there is no eligibility to receive a refund but to complete customer satisfaction, we have honored a refund to the card on file that takes about ***** business days to arrive. We have closed the account per the customers request on 3/6/2024. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a Pointe Pest Control customer since 2020. The office scheduling is horrible. I have received phone mail notifications after the scheduled service date. I have received phone mail notifications less than 24 hours prior to service. I have been at home ALL day with periodical calls to the office, where the person is harsh to informed me that the technician has NO set time. Only to wait ALL DAY and have NO ONE SHOW UP! I have had service technicians that call me prior to coming for service and put their phone on mute so they have proof they called the customer. And blame the customer for not answering. January 31, *************************** sent me an email 8:07am for service on February 1, ****. I was at work 8am-5pm. I checked email early morning February 1, **** sent email for a reschedule because interior service was needed and this was not enough time to plan to be home. The email was sent at 2:37AM. At 12:48PM I received notification service was completed. Service has NOT been completed. This company has all these rules for cancellation and NO windows for time for service. I was told they can come on Saturdays but none of the service techs want to come out on a Saturday. Why lie to the customer. I will be cancelling today, February 1, ****, I've had enough of the poor customer service, no shows and games the office people and technician play with my time. I am a very busy person and don't have time to waste waiting for someone to show up, with little to NO notification of service appointment time. People work and are not available during the week. 8AM the day before is NOT enough time. I sent email at 2:37AM to cancel and apparently that wasn't enough time or they ignored it!I am waiting for a manager or authority figure to call me, so I can explain to her/him. I am filing this complaint because no one has money to throw away on service that is at best half done. The ***** should be aware of what his staff is doing to drive away customers!

  Business response

  02/22/2024

  Dear *****,

  Thank you for reaching out regarding your service expectations. We apologize for the inconvenience and appreciate the chance to rectify the situation. We spoke a few times since the service appointment that was done on 2/1/2024, we made some notes in your account and confirmed schedule service dates for the future. We went over the service expectations going forward and sent out a service manager on 2/3/2024 to go over what was done and provide any treatment on areas inside that were missed. We understand that this process should be painless, easy, and satisfactory all around. We thank you for giving us instructions on how to tailor pest control to fit all your needs. From scheduling to service, we want to continue to strive in your expectations and quality of our service. Feel free to reach me for any reason, it was a pleasure speaking with you. 

  Warm ******************************************* ****** Manager @ Pointe Pest Control

  Customer response

  02/22/2024

   
  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. I worked closely with ********, and *** the service manager. The service was completed in full on 2/3/24. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have lost the use of my home as a result of a mouse infestation despite using pointe pest control for over 14 months. They Breached their contract. I am seeking a full refund replacement value for loss of items, hotel cost and removal of hazard materials

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