ComplaintsforUrbanex Pest Control

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order the companies service and was informed of a no negative effect cancelation if not satisfied with result (as in pests/rodents are not handled). I had the service for 3 months and had ants, mice, spiders and worms in the house following multiple applications of their pesticide. Informed their customer service to cancel and now months later, I am receiving monthly invoices for negative balance and threats of reporting my account to collection when they violated their "guarantee". Their customer service has not been helpful with their later responses to the issue was "Well, sorry, you are under contract." (paraphrased) in reference to cancelling due to service being less then ineffective.Resubmitting since the case was closed and the company lied. They submitted accusations of me being irate and not complicit which is entire false. Informed them that after multiple treatments the problem got worse with pests and rodents. Never received a free additional treatment

  

  Business response

  04/15/2024

  Thank you for your review. We apologize for any inconvenience you have experienced. After thoroughly investigating your account, the balance on the account is from ******************** performed on 11/18/22 and 1/18/22. There is also an additional late fee. Other than the two services and late fee, there has been no other balance added. We also noticed you signed up for our General Pest Services. These services help with rodents if the product for rodents is used, however, for more advanced rodent issues, we recommend our Pest and *************** There are no notes on your account regarding a rodent problem. If we had been made aware of a rodent issue, we would have absolutely done all we could for the problem. As we were not made aware of the issues, rodents werent treated for. For the other mentioned pests, we would be glad to take care of those as well. One of the best things about Urbanex is that we offer free and unlimited reservices between paid services. To receive a reservice, our customers can call, email, or text in to us about any issue they may be having. We will then schedule a reservice, come back to your residence, inspect and treat again. Because we want our customers to have the best results possible, we are willing to go above and beyond for them, if given a chance to do so. We also have a money back guarantee which is explained in our contracts. It states 100% MONEY-BACK GUARANTEE! - If after two free re-treatments for the same bug and between two regularly scheduled visits we have not solved the issue, Urbanex will refund or apply an account credit equal to the full cost of your previous service and provide a third free re-treatment. We would still love the opportunity to resolve your concerns and would be happy to send a branch manager to your home to inspect and treat accordingly. If after exploring all treatment options and being allowed to do reservices at your home the issues remain, we will close your account. If there is something that we can do to remedy this situation and make sure your home is pest free, please let us know! 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had signed up for quarterly services with this company, with automatic payments after services were provided. I have had issues with services not being provided properly a few times, where I had to call the same day and request the technician to come out and do them again. Key word here is SAME day!After multiple times of this happening I have decided to cancel their services. Again..same day when these services were not done properly. I talked to account managers where they offered to come and redo everything but at that point I wasnt interested in that, since this happened a few times already. I was told there was no cancellation fee since I had the services for over a year but they are trying to collect the charge for the service for the last time. $150 When I asked to have that waived given the situation , the account manager I talked to, laughed and said thats not something they do. Im simply looking for the charges to be waived for the last service that made me cancel everything.Thank you!

  

  Business response

  02/23/2024

  Upon further review of the account, we did provide the customer with several options and opportunities for a complimentary reservice after their last appointment on 2/16/2024. We even followed out escalations process to have the branch manager of the region communicate directly with the customer about the issues they were having. During that final conversation the branch manager explained that the cancellation fee would be waived, but the service fee for the appointment on 2/16/2024 would not be, since the service was performed and product was used at their home. Unfortunately, we are unable to waive the fee for services already rendered. We do apologize for any inconvenience this may have caused, and stand by our service guarantee.

  Customer response

  02/27/2024

   
  Complaint: 21336220
  
  I am rejecting this response because:
  There should not be any cancellation fee to begin with, since services has passed the 1 year ***** Therefore NOTHING was waived.

  Also the issue was with the services not provided properly and to full extent multiple times, therefore I decided to STOP everything all together and wont be needing them to come out again and fix the issue. Again this was NOT the first time this has happened. 
  

  I understand they offered a few different solutions which I have used before this last service, but I don't want to have to call each time. My time and also your time is more valuable than having to do one job 2-3 times within days.

  Once again please be kind and waive the last service fee!

  Sincerely,
  
  **********************************

  

  Business response

  02/29/2024

  We are very sorry to hear this customer is not satisfied with the solutions provided to them for this issue. As the customer was previously informed by leadership, the service fee of $150.00 covers the time and product used at their property, as well as the ability to have unlimited reservices for any issue that occurs between appointments. This customer spoke to branch management during the escalation process on 2/21/24 and 2/23/24 about the issues they were having and their frustrations with the services provided by Urbanex. As documented by management, the customer was made aware that there would not be a cancellation fee, however the fees for the service are not refundable if she choses to not continue to have services or isn't 100% satisfied with a service. We offer unlimited reservices because we understand that pest activity happens and we offer to perform those free reservices within ***** hours of the customer contacting **********************. Unfortunately, this customer ultimately chose to cancel because of personal scheduling conflicts, not because the service was unsuccessful. We are sorry our service isn't the right one for this customer and are unable to process their request to waive the service fee from the 2/16/24 appointment. 
  
  

  Customer response

  02/29/2024

   
  Complaint: 21336220
  
  I am rejecting this response because:

   

  Services werent cancelled because of scheduling conflicts. Services were cancelled because of Unsatisfactory services provided on continuous basis.
  

  I have said this multiple times but it seems like its hard to comprehend. 
  I would consider paying 50% for the chemicals used, and I think thats fair

  
  Sincerely,
  
  **********************************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This pest control company misrepresented their service agreement via their sales rep soliciting services at my door (in a non solicitation neighborhood), resulting in their access of charging a cancellation fee within an entire first year of services. They "discount" the first service and then after being informed by the sales representative that they only charge it back if services were cancelled prior to their second application of product. I had multiple applications, however did not want to continue with their program. I was told that they have a cancellation fee at the end. The misrepresentation and sales tactics are unacceptable to a point of being predatory in the knowledge once they complete a service. Regardless if you like it or not, you are now hooked for a significant sum of money to simply not continue their services. You either pay or have to go to collections, which felt like an aggressive and unsafe business practice forcing you to continue with them. My situation appears to be a common ones that has been performed in various parts of the country, leaving me to believe this is a common sales tactic used and promoted within their business.

  

  Business response

  02/09/2024

  Upon further review, I do see that the customer stated that the sales rep was soliciting in a non soliciting neighborhood when they ultimately chose to sign up for services and signed the 12 month customer agreement. ********************** apologized for the misunderstanding about the cancellation fee and explained how the agreement. The cancellation fee Urbanex offers to customers is covering the cancel fee for another pest control service if they choose to become Urbanex customers. We did receive the requested information from this customer and credited their account for the amount of their last service with their previous company on 7/14/23. We want to provide an overall positive experience to each Urbanex customer, and we do our best to provide personalized accommodations. On 11/6/23, the customer was offered lower service rates since their reason for canceling was about pricing. Unfortunately, the customer chose to proceed with the cancellation process and was aware of the cancellation fee. Again on 12/22/2023 the customer was offered a discounted rate to continue services and the option to refund the cancellation fee or leave it as a credit for future services if they chose to reactivate their account, but both times they declined available solutions. Per our agreement there will be a cancellation fee if the agreement is terminated early, which is why the customer is not eligible for a refund.  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Urbanex for pest control when their sales person came through our neighborhood. The reason we hired her was that she said they have a new cob web guarantee. She said that should we need repeat treatments, we would be able to cancel with a cancellation fee. After 3 retreatments for ants and confirmation from 2 customer service agents, I cancelled ******************** on August 10, 2023. In October, I started receiving messages regarding a past due bill for cancellation and service in September after I cancelled and never received. I advised multiple times via text message and called twice. Each text was responded with call the office to resolve. Calling the office did nothing as the agents said they could do nothing as nothing was written in the notes. I have continue to be harassed by this company regarding charges for services I never received and for a cancellation fee when I was promised that should there be retreatments I could cancel without a fee. Now, they are threatening with a collection agency instead of standing behind their warranty that was expressed by their employees on multiple occasions.

  

  Business response

  02/09/2024

  We understand how tricky and frustrating ants can be, which is one of the many reasons we offer unlimited complimentary reservices. It appears this customer did reach out multiple times about the ant activity, and had three ant reservices between regular appointments making them eligible for the money back guarantee. This customer received the money back guarantee credit on 7/17/23, which covered the entire cost of the next appointment on 8/14/23. The customer contacted ********************** again about ant issues on 8/9/23, and discussed canceling services with an agent but the customer did not call the office to speak with their account manager as instructed. Per the service agreement signed by the customer on 5/17/23, we are unable to process written requests to cancel and require customers to speak to their account manager. Since the customer did not call, the account continued to be active and the recurring monthly billing created a large past due balance on the account. We made multiple attempts to contact the customer about their past due balance and were unable to connect with them. On 10/2/23, the customer sent a text response to their past due balance notification that they believed they had already canceled and should not have a balance on the account. Again, multiple attempts to contact the customer and address their ant issue as well as cancellation request were unsuccessful. Due to the number of unsuccessful contact attempts, the account was closed by the account manager, and an email notification of this action was sent to the customer, and the cancellation fee was applied to the balance on the account. The customer failed to respond to past due balance notifications in a timely manner and the account was eventually written off and sent to collections as a result. This customer has already received the only money back guarantee they were eligible for, and they were aware of the cancellation fee for early termination when they chose to proceed with the cancellation process.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was approached by an aggressive door tk door ******* at my home earlier this year. I initially said no. But he managed to talk me into the service with the money back giarantee, and I am alsl allergic to wasps. So I opted to sign up for the service. They said the first treatment would flush everything out, and get the process working. So I took them at their word. The second treament rolled around, and still, no change in anything. Still had wasps, ants, misquitos, and spiders. Like no treatments had ever been done. I called and notified. They did retreatments, and all the other things to show like they were attempting to resolve the issue. But to no avail, zero change ever occured. I tried to follow their steps for the money back guarantee, but that only delayed things long enough for them to get even more money from me. In the entire time my property was being treated, there was zero change in the pest issues. I called to cancel the contract, and they offered to do the misquito treatments for free. So I let it go for a bit longer. Even though there hadnt been a single successful treatment yet. I eventually just gave up on it working out. Not only was there no refund for all the failed treatments I had to pay for, I was also charged for cancelling the contract. This is theft by deception. They might as well have been spraying my property with water. Because thats how effective it was at treating the pests.

  

  Business response

  02/09/2024

  After further review, the customer stated that the door to door salesmen explained to him that if he continues to have problems with pest that he would receive his money back guarantee. The money back guarantee eligibility requires three retreatments for the same bug between two regularly scheduled visits, if we have not solved the issue in three free re-treatments, Urbanex will apply an account credit equal to the full cost of your next service. The customer received the first service and expressed his understanding of our flush out treatment on 05/02/2023. The customer refused multiple service dates causing the back to back treatment to be outside of the  30-45 day recommendation. Unfortunately had seen activity again likely due to the delay of services. The customer received his first free re-treatment on 08/12/2023 and the second free re-treatment on 09/09/2023. The next paid  service was due and serviced on 09/27/2023. The customer did not call with any issues between 09/09/2023 and 09/027/2023 and was therefore charged for the next paid service ,declaring the customer ineligible for our money back guarantee policy. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Urbanex pest control came to my house. They offered to spray around the house . He took my information on his phone, he said they would come every 2 months for a year and there was no obligation . So after they treated around my house, I realized I cant graze my donkeys next to the house anymore because of the treatment they put on the lawn. They sent me an email saying they were coming on Thursday 6/29/23. I called them on Tuesday 6/27 and their answering service prompted you to chose for new customers and cancelations chose this option. It redirects you to leave a message, that option wont let you talk to anyone. I left a voicemail message to cancel. On Thursday they came anyway and sprayed. I wasnt home at the time. I called on Friday 6/30 and wanted to talk to someone. I left a callback number. Someone called me back, they said there was a $150.00 cancellation fee. I told the the sales person never mentioned this or they were supposed to come every 2 months. He said the first 2 treatment s were 2 months in a row, than every 2 months. The salesperson never told me this. He said it was up to me to read the paper wrk after they did the first treatment and e mailed it to you afterwards. Why isnt there a grace ****** to opt out, especially if you didnt get the right information before they treated your house with chemicals.

  

  Business response

  07/01/2023

  Hi ***,
  Thank you for reaching out so we can assist you further and address any issues. We sincerely apologize for the initial experience you detailed. We are reviewing our phone system to insure that calls are handled in a timely manner and the experience you initially had does not occur again.
  

  Upon looking at your account today, it does appear that you were able to speak to an Account Manager and reach a resolution for your account. We are grateful for the opportunity to continue to protect your home and look forward to your next service.

  Urbanex

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A sales representative came to our door and interrupted my wife's business meeting. The ******* **************** has posted 'No Trespassing, No Soliciting' signage. When contacting this company to request they no longer solicit business at our property, the employee was quick to say that 'they are authorized to go door to door' rather than make an effort to comply with the request.

  

  Business response

  06/06/2023

  Thank you for reaching out so we may continue to improve. 
  
  We apologize for the frustration we have caused. We train our door to door representatives to respect any No Trespassing/No Solicitation signs on your personal property. We run daily trainings on how to be respectful and polite while selling our service and it is clear that some additional training is needed. This feedback has been given to the sales manager to make sure that additional training occurs. 
  
  We are in accordance with all local guidelines and requirements and do have the required permits in place to be able to sell door to door. However, some cities have a city issued no solicitation list. It may be beneficial to reach out to your city and inquire about how to be added to this list to prevent solicitations from occurring altogether. 
  
  Again, we thank you for reaching out and apologize for any inconvenience and frustration caused. 

  Customer response

  06/06/2023

   
  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.

  Please note that the property in question has now been added to the Davidson County 'Do Not Knock' registry.

  Sincerely,
  
  *******************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I used Urbanex one time and signed up for a yearly contract. It was not disclosed to me that there was a cancellation fee. However it would have never gotten to that had they had good service to begin with. I was told they would come back out if treatment didn't work. They did not .I was texted for my quarterly treatment and that didn't happen. Could not get together with them, i had spiders and needed to get taken care of so I went with another company. No more spiders, but now Urbanex is upset because I am cancelling after repeated attempts to make things right, so now I am being punished with a cancellation fee, threatening me to turn me over to collections? They didn't deserve my first payment. Their treatments did not work, they lye about retreatments by making it inconvenient to do. I also have a camera to prove they did not come back to my house.

  

  Business response

  10/19/2022

  I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. The cancelation fee is detailed in the agreement we sent via email that he signed and returned. After investigating the account it shows that the customer called shortly after filing the complaint and spoke with a manager who resolved all the customers concerns/issues.

  Customer response

  10/20/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  It is true that there is a resolution, however they state that I signed an agreement. I asked them for a copy of that because I never was a home while my treatment was done. The technician apparently signed on my behalf( which I didn't agree to) So it really wasn't their fault they tried to enforce a cancellation fee. They should not allow their technicians to do this. They did however agree to waive it because I moved. so as long as I am not charged anything else from them I agree to drop this case with the BBB

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 18th, 2022 I contracted Urbanex and paid them $150 based on the sales pitch for their organic products and "web-free guarantee". Later that same day they serviced my house with their kill on contact chemicals, not the organic products discussed with the salesman. My children and I have sensitivities to such chemicals and suffered allergy like symptoms for the following weeks as a result. I voiced my displeasure when they gave a courtesy call a week later. I called in a week after that and told them I wanted to cancel with a refund of the initial cost because they did not provide the service I agreed to. I was told I could cancel with no cancellation fee but they would not refund what I paid. They convinced me to give them a second chance based on a promise to use only organic products and their "web-free guarantee". This guarantee amounts to contract language that says if they have to service your property 3 times for the same issue between regular quarterly services, you will be refunded the last payment amount. They came for the 2nd planned service and again used chemical products along with their organic products. I paid $139 for this service visit which again had no effect. I called them out again for a 3rd time, and finally received only organic product. It still did not work so I called to cancel and was told that the cancellation fee would be waived in light of my situation but I would not be refunded the previous payment because I had not met the contract requirement. I agreed to proceed and had 2 more visits to meet the contract requirement, still with no results. They now insist that I may be refunded the last payment but I will have to pay a cancellation fee even though this whole situation is because they used the wrong product in the first place. They agreed to waive the cancellation fee until it became apparent their product was not working and now they are saying its either free cancellation with no refund or a credit to continue service.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/12) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. I am sorry we fell short of that goal. In addition, we spoke with the customer on 10/11/2022 and agreed to close the account with no cancelation fee and partial refund of the final payment. Consumer Response /* (2000, 7, 2022/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The contractors response is accurate. I did accept their offer of no cancellation fee and a 50% refund but only because I couldn't take another call of someone so politely and knowingly lying to me despite all rational context. This latest "sales manager" told me I was not eligible for a refund because my complaints were not for the same nuisance. Some were for spiders and others for due to the return of spider webs. I don't know how many of them needed to brainstorm to think that up but it had to be a few. No explanation was provided as to how spider webs would return in the absence of spiders. Ultimately, I was scammed out of $220 failed used car salesmen and the embarrassment of it was the worst part. How did I not see this coming after they provided the wrong service twice in a row?

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My entire experience with Urbanex has been terrible. After getting roped into a year contract, I attempted to cancel. The person I was speaking with talked me out of it by offering me two free services. I accepted and planned to cancel after those. One of them happened which I was notified of, and the second one happened last night on August 31st. For some reason, the tech came out at 8pm and was walking around my yard in the dark causing my dog to freak out while trying to eat dinner with my family which was frustrating enough. And then, the service I was told would be free, was charged to my account. I called today September 1st to request a refund and cancel services. I was told a 2nd free service had already happened. Never in my year of business with them did I have 2 services in a month, and never in my year of services was I not notified of a service happening, both of which happened on this occasion. I have no evidence that this service even happened yet they told me I could not get a refund as a result of the mystery service. I cancelled my account on the spot. This is a terrible way to do business.

  

  Business response

  09/19/2022

  Business Response /* (1000, 8, 2022/09/13) */ I apologize for the negative experience you had with Urbanex. It is our goal to provide the highest quality pest control treatments and with that, the best customer service experience to match. After a careful investigation of your account, we notified you via text 7/13 of the 7/15 appointment. On 7/14/2022 we provided you a $130 credit which would cover 2 mosquito services. 8/9 we provided the second free mosquito service and notifications were issued via text & email that morning. The service that was charged was for the mosquito service performed 8/31. Additionally, upon completion of each of these services notification was issued to the email address on file

*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. ↩