ComplaintsforRid-A-Pest Inc

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My service with Rid-A-Pest began on Jan 6th after I heard noises in the crawl space and walls. The technician found an entry point in a foundation vent screen and set rodent traps in the crawl space. The entry point was sealed Jan 12th after two rodents were caught. I was told the empty traps were picked up on Jan 16th, but they were still there on Jan 30th with one dead rodent. The traps were removed on Feb 3rd even though I told the technician that I could still hear noises under the house. He said there was no way for them to get in. I called back on Feb 6th as the noises were loud. On Feb 8th, they sent another technician who walked around the house and said there was no entry point. While he was on the phone, I checked the foundation myself and found a large hole around the sewer line where it enters the crawl space. The dirt and mulch around the area was pushed back so it was very obvious what it was. The technician said it might be an entry point. He stated that he would plug the hole. I questioned this action since the rodents were still under the house. He assured me that this was the practice. On Feb 9th when Rid-A-Pest came to check the traps, they noted a leak in a pipe. I questioned again plugging the entry point, but nothing was done. I called a plumber, and he confirmed that the compromised pipe had been chewed on by a rodent. That night I heard a lot of noise and then I heard water running. I cut off the water and I also opened the crawl space door so the rodents could get out. On Feb 10th, the plumber confirmed three more rodent chewed pipes. On Feb 12th, I asked Rid-A-Pest to remove the traps (one rodent found). I planned to call another company. The technician asked me to send him the plumbing invoices which I did. Then I received a reply that they were not responsible for the damage. The damage occurred because the 2nd entry was sealed prematurely, and the rodents were trapped. The technician was not knowledgeable about rodent control.

  

  Business response

  03/13/2023

  We are disappointed that our service did not meet the high expectations of Ms. *********.  We tried on every visit from January to  February (12 visits to set and check traps total) to explain the challenges that exist when dealing with roof rats and the importance of continuing to trap and to seal entry points around the home to prevent further rodent entry.  We had a trapping program in place and made daily visits to check traps...we don't understand Ms. *********'s claim that we removed traps or did not come to check traps.   We set or checked traps at her property daily from 1/9/23 to 1/16/23 and then again when she requested additional trapping servcies from 2/1/23 to 2/12/23.  ***** and ******** are both well trained and registered and certified with the North Carolina Department of Agriculture for dealing with rodent control issues.  We adhered to the best management practices adopted in our industry regarding rodent control.  Ms. ********* was charged $300 for the services we provided from January 9th to February 12th.    During our rodent control/trapping protocols we seal off entry points to prevent more rodents from entering structures during our baiting period.   If we did not, then even more rodents would be attracted to the home and enter the home as we baited our traps.      Many times rodent trapping takes several weeks to ensure that all rats have been captured.  Ms. ********* could not be satisfied with the extended time that her particular situation was taking to achieve control.    We have already refunded Ms. ********* $150 of our service charges on 2/13/23 that she incurred for the trapping services we provided.   Her request to BBB is that she wants the plumbing repairs covered.  According to the invoice provided by Ms. *********, our refund of $150 for our services provided more than covers the repair invoice from the plumber she provided, since a portion of the bill in question was not just plumbing repairs for pipes that rodents chewed, but was also for diagnosing and inspecting a clogged shower drain.

  I have attached a copy of the credit memo that was applied to Ms. *********'s account showing a $150 credit and zero balance owed.   We wish Ms. ********* and any future pest control providers at her property the very best of luck as they continue to deal with the rodent issues that exist there, and hope that control will eventually be achieved and that they are able to meet the demands of Ms. *********.    We have provided the refund/reimbursement requested by Ms. *********, but do not know what else we can do to correct this concern she has with our company or what more she desires and why she still complained to the Better Business Bureau after we had already provided her with her request and have tried at every visit to provide a service with which she would be satisfied.   

  Customer response

  03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Since I did not have enough characters in my first complaint to make things as clear as needed for Rid-A-Pest, I have attached a timeline along with both plumbing invoices since only one was discussed. 

  1) "Rid-A-Pest does not understand the claim". - Please carefully review the timeline attached. I believe it to be very clear.

  2) "I was charged $300".  - I was charged $150 which was paid. I did not receive another charge as ***** immediately said he was not charging me after the damage occurred. I did not ask for this, he volunteered.

  3) "I was not satisfied with the extended time". - I never once complained about the time involved and in fact did not want ***** to remove the traps on 2/3 as I still heard noises. ***** and ***** did not believe that I still had a problem after 2/3. The problem came on 2/8 when the new entry was sealed before any rats were caught (the last one caught was sometime between 1/13 and 1/27 - we will never know because ******** did not tell the truth about removing the traps).  On 2/10, I was forced to find another company after 4 pipes were chewed after the rats were trapped under my house.  Again, I voiced no complaints about the time it took. I only wanted the problem solved. 

  4) "Plumbing invoice" - The plumbing invoice for 2/9 is $153.81. The charge is $140/hour. If you will note, the plumber only looked at a drain while he was at the house - no work on the drain was done. The charge was for the rat chewed pipe. The invoice for 2/10 is $255.56.  The total damage is $409.37.

  5) I never requested a refund or credit. ***** told me that he wanted the plumbing invoices. I do not want a credit with Rid-A-Pest as I will not need your services in the future. I am requesting $409.37 for damages.
  
  Sincerely,
  
  *** *********

  

  Business response

  03/14/2023

  We have attached a copy of the service agreement for rodent trapping on account ******* (**** ***** **** *** ******** ****) signed and accepted by Ms. ********* on 2/8/2023.  The charge for this service was $150.   We have credited her account to reflect that no charges are currently due.  We did place traps and inspect them as well as seal various entry points.  The charge on 2/8/2023 of $150 was for these services.   Service was rendered.  Since we credited the account $150, Ms. ********* has received a refund/reimbursement of that $150 charge.  

  According to our service agreement that was signed and accepted by Ms. *********....in section 6 it states "6. DAMAGE. Owner, Agent & Occupants agree to indemnify and hold Rid-A-Pest Inc. and all its employees harmless for any damages caused by previous, present, or future insect or vermin infestation and for any mold, fungi, or other bio-organic growth that is present, disturbed, or that forms at the property.  The term "damage" refers, but is not limited to property damage, personal injury, loss of income, emotional distress, death, loss of use, loss of value, adverse health effects, etc."

  As stated in our agreement, Rid-A-Pest Inc has no responsibility for any damages from on-going infestation, previous infestation, or future infestation.  In good faith, beyond the requirement of our service agreement, we chose to credit Ms. ********* for the $150 trapping charge for work already performed.   

  When properly performing rodent control by generally accepted industry standards, it is possible that rodents can remain active during the trapping period.  Sealing of entry points is an industry standard and is performed to prevent further rodent entry when traps and baits are placed inside or under the home.  We cannot assume any liability for damages that occur from an on-going infestation.  Further, our agreement indemnifies us of any previous or future damages from rodent (vermin) infestation.   By providing Ms. ********* with a refund of $150 for services rendered, we have already gone above and beyond and exceeded our responsibilities and terms of our service agreement.   We have no further obligation under the agreement and no other actions that we can take according to our contractual responsibilities or good faith gestures to reach an outcome with which Ms. ********* would accept.

   

  We wish Ms. ********* the best of luck as she continues to find solutions to the rodent infestation at her location and find it unfortunate that we were not able to assist her further or meet her demands.

  Customer response

  03/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Rid-A-Pest is responsible for the damage to the plumbing which occurred on Feb 8 and Feb 9 due to sealing the only entry and trapping the rodents under the house. I have not found this to be industry standard in speaking with other professionals - and in fact, their own technician (*****) explained to me in January that the entry must be left open until the rodents are trapped.  The first entry was left open for four full days during trapping.  The second entry was sealed immediately.  We do not know how long the second entry had been there or how long it had been since a rodent was caught due to the lie of technician ******** when he claimed to have removed empty traps on Jan 16.  As Rid-A-Pest is aware, the traps were still there with a dead rodent on Jan 27 when I looked in the crawlspace myself.  Therefore, by sealing the second entry immediately, Rid-A-Pest went against their own practice.  If the damage had been done while standard procedure was followed, I would have assumed responsibility with no question.  But this is not the case here. As mentioned before, a credit is not acceptable as I will not be in need of Rid-A-Pest services in the future. The only acceptable solution is payment for damages of $409.37. These damages would not have occurred if the technician had followed proper procedure. Therefore, Rid-A-Pest is responsible. 
  
  Sincerely,
  
  *** *********

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