ComplaintsforHome Paramount Pest Control

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/24/2022 a Home Paramount inspector inspected our house because we had noticed a mouse in our basement. The inspector claimed we had mice in two areas of the basement as well as our garage, the attic in the garage, and the attic in the house. He said to resolve the issue we would need them to clean and sanitize those areas, and plug holes in those areas. He also said we would need a procedure to close gaps in our gutters, although he never inspected the gutters. He also said we would need a procedure to remove the insulation in our attic and replace it with new insulation. He said the infestation was new. He made multiple comments about it being very unsafe to be in a house that has mice droppings, and mentioned deaths due to that. He also said we needed to wear masks in our house until the work was done. Based on his comments we didn't feel safe waiting and signed up for the service. The inspector said that the fee would not be charged to our credit card until the work was completed. Contract said we had three days to cancel. After talking to the Home Paramount technicians and following an inspection by our roofing contractor, we determined that the gutter portion of the work did not need to be done. We called the company to cancel and were told it would be cancelled, and we would be sent a new estimate. In addition, the technicians determined there was no evidence of mice in the garage or garage attic, so plugged a couple of holes there, but did not finish plugging all holes, and did not clean or sanitize these areas. Also, following the completion of the insulation work, we received information that the inspector's comments about the danger of being in our house were false, and believe he was using predatory sales tactics to have us sign up. A manager came to our house on 4/26/22 after multiple calls, and said he would try to resolve the issues. Since then he has not returned our calls, and no other manager in the company will return our calls.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/05/05) */ This complaint has been reviewed and is being handled by Executive Management for resolution. A follow-up meeting has been scheduled for 5/10/22. Thank you. Consumer Response /* (3000, 13, 2022/05/16) */ I didn't realize I needed to provide information to keep the complaint open, while I was waiting for a response from the company. This complaint is not resolved yet. A manager from the company has met with us, but has not yet provided information on how he would resolve it. He said he is working on it. Please let me know if this complaint can be reopened until it is actually resolved, or if I need to start over and submit a new complaint. Thank you. Business Response /* (4000, 15, 2022/05/19) */ In an effort to provide a response to this complaint, a visit to the property to meet with customer is scheduled for 5/19/2022. Thank you. Consumer Response /* (3000, 17, 2022/05/22) */ Home Paramount representatives met with us on 5/19 and provided a proposal for resolving our concerns. We asked them at that time to provide the proposal information, including updated cost information and guarantees/warranties, in writing. We are waiting to receive that documentation. Business Response /* (4000, 19, 2022/06/03) */ Home Paramount will comply with the customer's request for a written proposal. Consumer Response /* (3000, 25, 2022/06/15) */ ****** *********** <*******@magnitude6.org> Tue, Jun 14, 4:12 PM (14 hours ago) to me Good afternoon ****, Here's the email we discussed having me send in order to reopen this case. As stated in the case file, Home Paramount told us verbally on 5/19 they would provide a written proposal, and on 6/3 they submitted to BBB that they would provide a written proposal, but we have not received anything from them. Here's a little additional background on the current status. I called Home Paramount on 6/8 to find out the status of the proposal, and was told that the Vice President we've been working with, Paul Hoffman, would call me back right away. He texted and said he would call the next day. I did not receive a call that day, but received a call from another manager on 6/10 saying Paul had a family emergency and would contact me on Monday 6/13. I did not receive a call yesterday, so I called Home Paramount today and was told multiple managers would be notified of my call and someone would call me back almost immediately. That was a couple of hours ago, and I have not received a call back. Please let me know if there's any additional information you need from me to reopen this case. Thank you so much for your assistance with this effort! ****** *********** Business Response /* (4000, 27, 2022/06/20) */ Home Paramount Management and customer have agreed to a refund. This complaint is now closed.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $4500 to have the attic sealed and insulated. They did half the work and now will not call back. This has been going on for over a month. The manager in the office in Fredericksburg is always "out for an emergency," per the office manager Amanda. Finally, I called corporate and was promised a callback. No return call. They did offer a $460 credit (10% of the bill), but over half the work was not done. I have a signed contract with a drawn diagram of the work. Photos show an unfinished section (which should be blown in) and the "sealed" vents.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/04/20) */ Contact has been made with the customer prior to receipt of this complaint. A meeting has been scheduled with management for an inspection of property and resolution with customer.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a very satisfied client for decades. On 12-23-2021, I sent a check to Home Paramount in amount of $312.20 to cover my annual Termite renewal service and subsequent report. Called in February as I had still not heard from them re scheduling. Since that time there has been a back and forth of attempting to schedule and they ultimately came on March 14 to perform the "outside" trap inspection. The inside inspection was scheduled on March 25 but didn't occur and was rescheduled to March 28 (at which time I thought they hadn't come to the door though I did see their truck drive away but when I called they informed me that my doorbell was broken). I have since had a new doorbell installed, called to apologize for my part of any confusion and attempted to schedule another date for the inside inspection to no avail. I have called since and been told that they want to wait to reschedule to coordinate with my quarterly pest control service. I have dealt with them for many, many years and overlooked poor service on a few occasions without cancelling because I chalked it up to the possibility of a new rep or someone having a bad day. At this point, I think it's more than reasonable to expect my annual termite inspection to be completed since they've long since cashed my 12-23-21 check for $312.20 and I have had to pursue them since in every instance. It's become clear to me that I'm being jerked around repeatedly. They win. Can you please have them refund my money, remove their pest traps from my property, and let me move on with my life. It's clear that they are no longer interested in my business. Thank you for your assistance. I appreciate it greatly.

  Business response

  05/27/2022

  Business Response /* (1000, 8, 2022/05/09) */ Customer allowed manager to visit property on 4/26/2022 to discuss and correct any service issues. Customer is satisfied. Thank you. Consumer Response /* (2000, 10, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business visited my property and corrected all outstanding issues. I am very satisfied with their handling of the situation and sincere efforts to get our business relationship back on track. Thank you.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2021 I contacted Home Paramount Pest control to inspect my chimney for a possible animal trapped inside. They provided me with a quote of $1400 to inspect the chimney for wildlife, check for initial point of entry and set a one way door on it, seal any roof line entry points, replace screening on chimney vents, and sanitize from the top and bottom of the chimney. On their initial visit they performed a portion of the work and advised they would come back at a later date and finish the rest. They scheduled the remaining work several times but each time had to cancel due to weather reasons, unavailability of staff and/or equipment issues. I have contacted the vendor numerous times to ask that they finish the work that I had paid for in advance. They either reschedule a crew that never shows up on the scheduled day or they tell me they will call me back. This has been going on for almost a year now and still they haven't completed the work. I have been trying to contact them but they seem to be ignoring me now.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/25) */ Home Paramount has made attempts to contact this customer regarding this complaint with no success. Please request that the customer return call requests. Thank you. Consumer Response /* (3000, 7, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept that Home Paramount has never been able to contact me. There have been multiple times that they have scheduled a team to finish up the work then end up with one excuse or another why they can't or no one shows up and I get no call or email advising what happened and what the revised schedule will be. The most recent discussion sometime late Dec 2021/Early Jan 2022 their local manager advised me they will rent the necessary equipment and complete the remaining work. I have repeatedly tried calling to follow up and I always get a voicemail. I have even tried texting the manager directly but no response. I have records of multiple calls to the main office and the local office as well as emails asking for resolution but they still haven't done anything. They not only do not live up to the agreement I have paid them for but they don't even live up to the schedules that they constantly commit to. Business Response /* (4000, 9, 2022/04/01) */ This matter has been resolved with the customer. Thank you.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 2021 I paid over $400 for termite service. The company has not checked the traps. They claim to have been here but clearly they have not. I have German Shepherds in the back yard and I know that they have not been back there. They have not been in the front yard either because they gave specific dates that they were here and my Ring Doorbell and 3 other cameras say otherwise, plus they never left a bill of receipt like they are supposed to. I called and complained about this so they sent a manager out who has been managing this house for several years. My account is 30 years old. The manager agreed no one has been out here. To top it off, I had $5000 worth of work performed under the house in 2020 to which they were supposed to give one last inspection but they never did. I don't know why I am having this much trouble with the company. They have never been this bad. I just want a resolution.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/01/21) */ This compliant has been escalated to Regional Management for further resolution. Consumer Response /* (3000, 7, 2022/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The office did contact me and finally looked at and updated the stations but still has not done a final inspection of work completed a year ago June. Follow up has been an ongoing struggle. Business Response /* (4000, 9, 2022/02/03) */ Home Paramount Management met with Ms. ******* on January 27th and resolved all concerns. Consumer Response /* (4200, 11, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that the company came out and replaced the traps but they were supposed to schedule the last inspection of the $5000 craws space encapsulation. Why am I having such a hard time getting the company to do a final inspection. They were Johnny on the spot when it came to selling me the encapsulation. Business Response /* (4000, 16, 2022/02/15) */ Home Paramount will contact this customer again. On previous visit crawlspace was checked. This will be confirmed. Consumer Response /* (4200, 18, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They had not crawled under the house on the previous visit as they thought. Communications in the company is challenge. On February 15 Home Paramount representative came to my residence unannounced and together we went under the house where the first thing we noticed was the newly rat/mouse proof crawl space was covered with feces and urine. The inspector found an unsealed hole he thinks the rat came in from. He said he filled the hole. I spotted a black spot on a beam about 18"x6" and spotted other places that appeared mildew to me. He rubbed it and said he felt it was dead but all the other spots that were dead mildew were not visible anymore, so why would this one? It would have to be tested. He also said that they would be back to clean the crawl space but didn't know when due to a lack of employees. I was told by one other inspector from same company that rat feces, urine, and mildew would fail an inspection if ever wanting to sell the house which is why I paid to have it encapsulated and a dehumidifier installed. When the company can buckle down and complete the service they sold, I will be satisfied. Business Response /* (4000, 20, 2022/02/18) */ This matter have been escalated to the Home Paramount VP of Operations. He will contact Customer. Consumer Response /* (4200, 22, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call to which I returned the call but have not heard from the company since. Is someone supposed to call me? Business Response /* (4000, 27, 2022/04/01) */ Contact was made with customer 4/1/2022. Everything has been resolved regarding her complaint. However, an additional service has been scheduled per her request.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See attached complaint. Click here to Get the File - use the Password: 17FB080B https://bluecomplaints.bbb.org/attachment/?c=16349712

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/13) */ Home Paramount is in receipt of this complaint. We are unsure why Ms.***** believes her house is not covered under her renewal warranty option and believe there must be a misunderstanding somewhere. The attached file clearly reflects her home is covered. Ms. **** however failed to renew her warranty and is expired at this time. Home paramount will reach out to her to offer her an opportunity to renew. Thank you.

*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. ↩