ComplaintsforXceptional Wildlife Removal Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted this company to address wildlife issue on soffit of my home, but received no inspection, incorrect repair, little responses, and incomplete work.When I called the first time, scheduling of first inspection was quick. The ********* came in on 7/12/24. However, when coming in, the *********, who was supposed to perform an inspection, did not inspect anywhere but just scheduled work to the soffit I said I heard noise.On 7/17/24, the technician came in. He opened the soffit and decided it was a bat issue. In my later research after their work, I learned from both online resources and information provided by other wildlife companies that dealing with bat is an entire-home work, it is not enough and useless to work only one spot. However, even after realizing this was a bat issue, the technician from this company worked only what they were assigned to and dealt with affected soffit only. He did not mention any necessity to inspect other places. The result is, only one day after their work, bats persisted and moved from soffit to the siding of my home. One important thing that needs to mention - the technician left an opening and a plastic tube on soffit saying it was left for bats to go out and he would return in 2 weeks to remove it and close the opening, but he never came back and even I tried to contact this company multiple times, no one knew this and no one tried to fix this incomplete work they have left over.After seeing bat droppings from the siding, I tried to contact this company. I have called four times after 7/17/2024 and have spoken to at least three people on the phone. Everyone got the call promised me that they would ask someone to follow up, but no one did.After about 3 weeks, I finally got the call from the first ********* and he said he would come back to check again. He did on 8/2/2024 and prepared a quote. He said he would send me an email with the quote, but again I received nothing.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I recently moved to ********, ** June ******* was the date of my closing on the house ************************We had been having sightings of a racoon on our property a few times. We had electrical repairs done in the attic the damage was most likely caused by racoons per what I was told by the electrician. We were concerned about further damage to my property and wanted to see what access point there were in the house and to have them repaired. My husband contacted xceptional wildlife the technician did an inspection of the property and stated there were some points of entry in my house for wildlife. We decided to go with the plan that took care of the lower part of my house. I paid ******* half of the full price ******* the rest of the payment was due after work was completed. Due to circumstances beyond our control I was not able to go through with the services. I contacted them on July 31, 2024 by phone I was informed I needed to send my request for a refund by email which was sent on July 31st. A follow-up up email was sent on August 5th. I talked to the coordinator of technician on August 6th and was told then that I would have a percentage of my refund withheld because of canceling which was fine that the remaining balance would be refunded back to my bank card in 7 to 10 business days. I am now being told that their company was sold and they only do refunds certain times of the month which I was not made aware of in August. That I will not receive a refund until September 12th at the earliest. Which is unacceptable because I follow all of their requests for information and was not told about this about refunds sent out once a month. If that is the case the I should have received my refund in August. They were exceptionally prompt about deducting the payment from my account but getting a refund has very difficult.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of 2024, I noticed a lot of animal activity under my deck. I believed they were rabbits. I looked up animal/pest control companies and came across Xceptional Wildlife Control. I gave them a call at their **********, ** location, on May 30, 2024. They sent a specialist (*************************) that day to my home to access the situation. I was stunned to discover that I had not only a rabbit problem but a rodent problem. ***** offered a few solutions which included, pest control, baiting/poison traps and an in-ground barrier fence around my deck. Per signed contract, he total deposit for everything, to include a start up fee, monthly pest control treatments, and a barrier fence that was paid by me that day via Discover Card was $1058.23. Several hundred more dollars would be due in the furture when the barrier fence was installed. My husband had many questions concerning details of the barrier fence. We both called and emailed several time but did not get a prompt response to our questions. We decided to dump this company and go with another. We emailed Xceptional on June 11, cancelling service. We were told there would be 25% cancellation fee. I initially disputed the I charges paid with Discover, with the exception of a few hundred dollars for initial service. We called Xceptional and spoke to ************ the manager, on June 12 requesting partially refund. He said he would refund a total of $235.40 to my card. I dropped the dispute with Discover soon after since Mr. ***** promised a partial refund. I called again on June 24 to let Mr. ***** know I had not yet received a refund. He said he would look into matter and once confirming the credit dispute was dropped the refund would be issued. I called on July 15 and left message and Mr. ***** called back the next day. He said the refund should have been issued by this time. He said he would look into the matter and call me back in 10 minutes, which he never did. I do not believe they will issue me the refund.

  Business response

  07/17/2024

  Customer disputed credit card before we agreed upon a refund, since the dispute was more than the refund we accepted the dispute with the credit card company, waived the early termination fee in order to benefit the customer. refund would have been for $235.50 the credit dispute was for $815.49

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Company Statement: "Customer disputed credit card before we agreed upon a refund, since the dispute was more than the refund we accepted the dispute with the credit card company, waived the early termination fee in order to benefit the customer. refund would have been for $235.50 the credit dispute was for $815.49"

  Per the company statement above, I do not see a clear offer here.  I do not see where the company says they will provide me some kind of a refund.  I want the company to clearly state the exact amount of a refund they would be willing to provide.  The manager I spoke to never stated to me verbally nor in written that he would waive the early termination fee.   In fact, the manager insisted I would be paying the early termination fee.  From the statement above, it is not clear if the company is offering a refund of $815.49.  If the company is willing to refund $815.49, then I will accept immediately.  However, I cannot accept the offer at this time until it is clearly stated the amount of that offer.
  
  Regards,
  
  *************************************
  
  
  
  

  
  

  Customer response

  07/18/2024

  I wish to withdraw my complaint against Xceptional Wildlife (BBB case # ********). I received my credit card statement late today and see that this company has refunded me all the money they owed me. Earlier today I rejected a proposed solution on the BBB's *************************** System. Unfortunately, I did this before receiving my credit card statement. I wish to withdraw the rejection and close this matter completely. I apologize for the confusion. Very respectfully, *************************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 12, I contacted Xceptional Wildlife Removal regarding a copperhead snake that was on our property. I spoke with *****************************, who described their services very impressively. She explained that they couldn't simply remove the snake, but that they needed to treat for the insects and rodents that the snake was eating. This, she explained, would be done via a 12-month intensive treatment program, which would begin with a larger treatment that would include rodent baits placed at all four corners of our home, and several snake traps that would be placed near where the snake was living. I agreed to the plan, and then was told that the first treatment would cost $349, which needed to be paid in advance so that supplies could be purchase. I was told that rodent baits would be placed at all four corners of my residence, and that multiple snake traps would be placed.I paid the $349 and scheduled the treatment for 6-20-2024. The day came and went and no one arrived. I called to see what had happened and was rescheduled for the 24th of June. When the tech arrived, he did not have four bait traps in his truck, and only had one snake trap. I was surprised, given that we had paid in advance for these supplies. On the 27th, we observed that a copperhead had been trapped. I called Xceptional immediately to let them know that there was a snake. I called again on June 28th, July 1st, and July 9th. Since that time, no one has returned a single call, and the snake is still rotting in the trap by my front walkway. In fact, maggots came and ate the corpse, so Xceptional has increased the insects around my house since the treatment, not reduced them. I do not believe this business is even real at this point. I believe it only exists to collect money and enforce their scammy agreements.

  Business response

  07/17/2024

  Spoke to ********************* on July 17th, 2024, informed her the refund for $349 for incomplete initial service was being initiated today July 17th, 2024 and informed ********************* that the account was canceled with no early termination fee applied. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2023, I contracted with Xceptional Wildlife (**************, **), through ******* (**********, MD), for a bat remediation project. I provided mostly negative feedback in Nov 2023 on the experience w/ with the company due to low quality of work performed & the need to hire other companies to come in & repair damage made by Xceptional Wildlife employees & complete work initially contracted w/ them (i.e., $5.6k for roof return repairs & $1950 for additional sealing). Initially, Xceptional Wildlife (*******) was helpful in reaching a resolution on the damage made to all of my roof returns by deducting, essentially refunding, the $689 that line item from my invoice (which was not close to the $5.6k cost of the repairs required to the roof returns). I returned to Xceptional Wildlife in June 2024 with a much larger issue because of the poor work performed by them. Ive had 3 roofing companies inspect my ridge vent as it relates to the Top Guard Protection caging installed by Xceptional Wildlife. I have been consistently told by all 3 companies that caging was installed improperly, w/ raised gaskets & screws, unsealed, causing 100s of holes in my roof for water to pass into my attic & crawl spaces & potentially further, resulting in thousands of dollars of damage. No where in Xceptional Wildlifes proposal did it state there would be 100s of holes in my roof nor was it discussed with me. Xceptional Wildlife includes a guarantee in agreements & on website, which they have not upheld or they would refund the line item due to the lack of work quality.I contacted the company re: the ridge vent holes via letter/emails and in voicemails before filing these complaints and requested a refund of the $3465 line item for the poor installation of the caging so that I may put that money towards roof repairs I am now facing. Xceptional Wildlife has not responded to rectify the ****************** the money.

  Business response

  07/22/2024

  We spoke with ***************, per her conversation there has been no leaks currently as a result of the product installed on the ridge vent. *************** states there was no sealant applied when we attemted to schedule a team back to her property to check the work she would not ***** us permission to come back out, the product is installed by approved manufacturer standards. Which we warranty our product installs. *************** also stated that it damaged the roof but its installed correctly. No resolution unless we are able to inspect our product. 

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Three roofing companies have inspected my roof and the installation made by Xceptional Wildlife's employees, who did not install the product using sealant in the holes to prevent future leaks when the temperature changes and the shingles contract around the raised screws & gaskets. I already had to pay $5.6k in the fall to hire a roofer to repair 18 roof returns damaged by Xceptional Wildlife, so under no circumstances will they be permitted to cause any further damage beyond what they have already done to my roof. 

  If Xceptional Wildlife stood behind their work as their website states "Guaranteed", they would refund my money.

  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This business lost two of my personal checks in Feb 2024. It sent invoices indicating payment in full, then sent subsequent emails saying that the account was past due! For 4 months and numerous threatening emails and calls, the firm harassed me and threatened to turn the account over to collections for nonpayment. Finally, last week, the General Manager, *************************, confirmed that the firm lost my checks, my account may be compromised, and the balance on the account was a discounted rate of $2105. My 46 year old account was compromised. This posed an extreme hardship on me. I have repeatedly asked for a Summary Statement detailing all services, dates, and costs that explain the $2105 balance the firm claim I owe, so that I can pay in full with ONE CHECK, and close out this account. The firm persists in sending multiple invoices everyday. Due to the firms gross mishandling and unconscionable behavior, I refuse to write more than one check, and compromise my accounts.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday, May 7, 2024, ***************************** came out to remove a mother ******* and her 4 babies from my chimney. He said that it would cost me $1366 for the service. He poured a liquid into my chimney after using a poker. The raccoon nor babies were removed. I was charged $700 for Tuesday and informed that the remaining balance would be due when he returned either 24 or 48 later.Yesterday, May 8, 2024 at 5:16 ****** from the office left a voicemail message indicating that another ************************ was scheduled to come out Monday and Wednesday to buy (addiction fluid, her spelling not mine) and do additional repairs. Thats not what I agreed to do.

  Customer response

  05/13/2024

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

   

  Business response

  05/22/2024

  I have uploaded the signed agreement between *************************** and Xceptional Wildlife. The total quote is $1,366.34, which includes:
  
  - Eviction Fluid Application
  - ***** hour follow-up after the Eviction Fluid has been applied
  - Installation of a chimney cap once the animal(s) have been evicted from the chimney
  - Disinfection and Deodorization to eliminate odor and bacteria such as Leptospirosis
  - An Ecto-Parasite Treatment to address parasites left behind by wildlife (examples of ectoparasites include lice, mites, ticks, fleas, and bedbugs)
  
  As explained to the client at the time of signing, these services are performed and billed in stages upon completion. The customer paid a down payment of $700 when signing the agreement. As of today, 5/22/2024, we have only completed the initial Eviction Fluid application, totaling $196.10, leaving her with a credit of $503.90 toward the remaining agreed-upon services. If the customer wishes to cancel the remaining services, cancellation should be submitted in writing to Xceptional Wildlife at ****************************************************** Xceptional's cancellation policy is outlined on page 5 of the signed service agreement, in the section titled: Cancellation Policy. 
  
  Cancellation Policy:
  Receipt of a copy of this contract is hereby acknowledged, and it is further acknowledged by the undersigned that the foregoing provisions have been read and understood, and that no representation or agreement not contained herein shall be binding upon the parties. All agreements and understandings of the parties are contained herein. You may cancel any services not rendered, without penalty or obligation, within 3 business days from the date of this agreement. After 3 business days, a cancellation fee of 25% of the total cost of this agreement will apply. For Pest Control and ********* Services, see Pest Control and ********* Services below. To cancel this agreement, mail, email, fax, or deliver a signed and dated notice of cancellation to: Xceptional Wildlife Removal, ***** ********************************************, fax **************, email ******************************************************

  
  Additionally, the eviction fluid is a chemical pheromone that forces the animal(s) to move their babies and leave the areas, this process is not immediate since we are expecting the animal to remove her babies on her own. This method is the most humane method of removal and the least evasive to the animals. The follow-up visit ***** hours later is for a 2nd application if needed and to ensure the animal has vacated before the installation of the chimney cap. The chimney cap will seal off the chimney opening to prevent other animals from being attracted to the chimney in the future. 
  While Apple's visual voicemail is a great platform, its transcriptions are often inaccurate. Listening to the voicemail would have clarified that our office staff mentioned "Eviction Fluid Application. If the customer believed she no longer needed the services agreed upon on when she received the voicemail from our office, she could have opted to cancel the services not rendered. Cancellations within (3) business days of the date of the agreement will be cancelled without penalty, meaning Xceptional would not have assessed the 25% cancellation fee as outlined in the terms of the signed agreement.

  
  I regret that the client did not contact our office for clarification instead of resorting to this outlet with misinformation. 

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good morning, I have been dealing with exceptional wildlife about a year (***be more) originally, I had them come out to do work for me. Only to have to call them back because the work was done incorrectly and I still had the same problems. As I paid for things that seemed to have not gotten done and then told that technician was no longer with the firm. Almost a month later I finally had another tech come out to check the issues. He then told me I had another problem which was going to cost me another $1620.00 to fix. Needless to say I did it as I was trying to protect my new home from animals and had been traveling back and forth to ******** and returning to some unpleasant surprises. This was back in May of last year where they did the 1st remediation. However, had to call them back a month later in June when they came to check was then given another quote after the the $1000 for more work. I was insensed, asking why were all these issues not addressed initial visit? They coukd not answer me just saying tech was no longer there. Few months went by and I then noticed there's been something that could still possibly need to be looked at in the back and possibly just needed to be reinforced and so I called Xceptional to set up a visit in March to please come check. I was told someone would call me back to schedule and never heard anything, I followed up toward end of the week and was told the same. I started calling them repeatedly a few times after as I didnt want the situation to get worst and observed some birds possibly creating a new nest, to please send the technician over to possibly reinforce some areas that I think *** still have an issue. I've been given the run around each time.Was told someone would call me and put me on the schedule weeks out I said please ok, just get me on the schedule, only to still be waiting over a month with not even 1 person calling me back to finalize. I even reached out to the technician **** himself, because I found the number when he was doing the job for me and he said sure, but please call the office and I mentioned to him I have not been able to have someone respond to me. I even requested to speak to the manager as it's now been over a month and I've not been able to get someone to call me back to rectify anything, nor get scheduled. This issue which seems to be getting worse and I've spent close to $3,000.00 with this company, where after 7-8 calls of following up to have the tech come back to check my home, or have a manager call me back has fallen on deaf ears and just still being ignored with Xceptional Wildlife remaining non- responsive. And I don't know what to do at this point as I don't things to get worst and I was patient the first few weeks but can no longer be. This is so unacceptable on many levels not to mention very unprofessional for a service company and I would like the corporate offices informed of this as well as I am a paying customer. Thank you.

  Customer response

  06/03/2024

  Good afternoon:
  
   
  
  No, I've any communication or response from this firm as a matter of fact I've been very upset lately because the work that they did has not resolved my issue hence my refund request. I will now be forced to have to go pay someone else again for something I paid them twice to do.  Since it was not rectified, I now have animals back inside the house. Inside myself because I don't know where I'm going to get money again to remedy this, but it's not something that can remain in this way much longer, and can only get worst.  I feel completely ripped off by this company.
  
   
  
  Please advise on any course of action that  can be taken and what's next.  For them not to even respond to you who's the BBB is unacceptable and abhorable.
  
   
  
  Thanks for the update.
  
   
  
  Best,
  
  Arielle 

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $5,161 for a raccoon removal and exclusion program from this company in Sept 2022. They were to remove the existing raccoons via one-way doors, place a physical barrier that would prevent them from returning, fix damage they had caused, and apply a disinfectant against the contamination they posed. We were explicitly told that we would know we were "racoon-free" the night after the repairs and that the highest level exclusion package we opted for would ensure them to be gone long-term. Seven months later, we are still dealing with the same problem in the same entrance area of our home. We contacted the company on many occasions during this time and a different worker was sent every time who would recommend a different course of action. One worker told ** that he never would've recommended the work that the first person proposed and said "it never had a prayer of working." Despite a 1-year warranty, we are now being told any further work will require additional payment. This situation extending this long has caused extensive additional damage to our home, concern for our and our pets' safety, and significant mental stress. Every time a further attempt at repair has been made, raccoons continue to return and rip apart the structure in the exact same area. Part of what we paid substantially for was not just immediate removal and sealing, but a proactive "Pest Armor" that would prevent future entries and this has been a complete failure. This issue has never been fully resolved for any appreciable amount of time since the services were rendered. As it stands today, we continue to have piles of droppings on the drop roof, large holes in the roofline, and continue to hear raccoon activity almost nightly. We were previously offered a $500 credit, 10% of the original cost, in response to our dissatisfaction. This is frankly insulting and we would like a full refund in order to pursue now yet another round of removal and exclusion with a different company.

  Business response

  04/28/2023

  Customer paid for a raccoon exclusion that was performed in September of 2022. During this time we had an issue with a supplier and we had to wait for the correct product to be delivered. We did temporary work to the home during this time while waiting for the product, which was installed when delivered in October. At this time we installed the correct pest armor and left the one way door in place. One way door was removed in November at the customers request.  At this time, the work was considered completed. In December the customer called and stated that raccoons were back, and we did a trapping program. We caught and removed the racoon and sealed the area it had damaged. We refunded the customer $500 on the job and trapped the raccoon under warranty. The dropping referred to as on the drop roof is a lower roofline on the outside of the home above a back porch, and is not inside the home.
  
  The Customer called back on April 15 of 2023 stating that she has seen damage on the outside but she doesnt think they are on the inside of the home. We went out under warranty to do an inspection and noted that the customer had no entry from the raccoons, but that the raccoons had attempted to gain entry into her home and had damaged shingles. Raccoons at this point had not damaged the work we had done or regained entry and we offered trapping at a discounted rate to the customer.  

  Customer response

  05/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response does not address the repeated recurrence of racoons in the same exact area for a prolonged period of time after we were explicitly told we would be "racoon free."  A large portion of the services we opted to pay for was for a proactive armor that we were told would deter racoons from returning in the future.  The business's response does not address the complete failure and deceptive marketing of this product.  At no point since we entered in to the large financial contract did we ever feel that we were truly racoon free.  

  We had no reason to and did not request that the one way door be removed other than to inquire why it was still in place 2 months after the entire service package was to be completed.

  The business's claim that their warrantied work has not been compromised is completely false as evidenced by the photographs that clearly show pieces of their patch material pulled away by racoons creating a sizable gap for entry.  What was stated in the referenced April call was that we did not believe racoons had returned to certain previous locations including the bathroom and kitchen walls.  At no point did we believe they were not possibly in the attic or in the roof structure.  As we have learned, racoons are very industrious and we felt it was only a matter of time until they fully made reentry via the same access point.

  We acknowledge the refund of $500; however, it begs the question of what the business felt necessitated it if they are standing behind their work.  Furthermore, we have had eight months of stress, worry, anxiety and expense and a $500 refund does not put a dent in the difficulty this protracted situation has caused.  

  The "trapping program" discussed consisted of the trapping and removal of one racoon after we were repeatedly told we were dealing with two if not more.  We questioned this and were assured that when one member of a family was removed that the others would vacate permanently on their own.  We were skeptical of this and, early in the spring, found that we had good reason to be as the racoons had returned.  

  At this point, a full refund is all that would be sufficient given the total failure of both the immediate exclusion process as well as the long term deterrence measures.  We have, and continue to, incur additional expenses in the process of having plumbing, roofing and further extermination concerns addressed due to the racoon damage caused over these months.  We will continue to pursue as much by all possible avenues.  
  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 28, 2022-****************** to Remedy-Flea Infestation, Remediate attic of raccoon waste by removing infected insulation, applying pesticide, and disinfecting attic space. ************* informed someone would call from the office to set up the service date.10/5/22-The next time I heard from the company was 1.5 hours before they arrived. That day they put the screens up on the gables, performed heat treatment, and sprayed insecticide.10/****/22- I contacted ******* to inform that the flea infestation was still bad. He said heat treatment and insecticide would take a few days. Between October ****, ******* from XCeptional Wildlife applied two more types of insecticides. None worked.10/25/22-Technicians informed me that the flea infestation was still active in the attic. They removed 85% of the insulation stating they did not have the tools to lift the floor boards because they were not told that the tools would be needed. They also informed me that they were to install new insulation. I informed them that I did not order insulation. Fleas were bad again, had to stay out of house.10/27-28/22-Contacted ******* at XCeptional Wildlife again to inform that the flea infestation is still bad. ******* applies insecticide dust in my home. He informed that the dust takes awhile to work. 11/28/22- XCeptional Wildlife tech texts me to inform me that he is at my house to remove the infested insulation. I was not informed of his coming and could not leave work. Later, I received a voicemail from XCeptional Wildlife informing me that they are scheduled to install insulation in my attic on December 19, 2022. I did not order the insulation.As of 12/11/22, I still have an active flea infestation, and 15% of the infested insulation is still in my attic. Ive been charged for work not completed. I would like a refund of my $4000.00 as this company has not been able to rectify the flea infestation and remove the infested insulation over the last three months.

  Business response

  12/12/2022

  ******************* was contacted by ************************* General Manager at Xceptional Wildlife, via text message on November 8th, 2022, at 12:01 pm asking about how the flea situation and treatment were working. As of December 12th, 2022, there has been no response to that text stream. Text message has been the preferred option of communication since ******************* is a teacher and unable to correspond by phone calls. ******************* has been contacted to finish the removal of the wood debris and insulation in attic since only a portion was completed in During the November visit. ******************* is correct she had only paid to have an insulation removal done there is no installation of new at this time in the agreement only a removal.  ******************* has since been placed on the schedule and due to no confirmation of services had to be moved on the schedule since the work is in her interior. Presently she is scheduled to be completed on the insulation removal and debris removal on December 19th, 2022 since she will be out school that week, however this has yet to be confirmed because the message left for ******************* on the 11/28/2022 at 3:47 pm was not returned. He appointment has to be confirmed for interior access to the home. Last contact with ******************* was 10/28/2022 at 9:51 am with the General Manager ************************* but no further correspondence. Xceptional is more than happy to complete ******************* service and mediate the issue but will need the communication lines open in order to remediate the flea issue.  

  Customer response

  12/17/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  Since the quote for service was accepted on September 28, 2022, I was not communicated with on the timeline of the agreed service: that is to remediate the attic of the infested insulation, and treat my house for fleas coming from the attic infestation. I believed the insulation would be removed in a timely manner and the house would be treated for fleas and any remaining flea outbreaks would be handled as needed.

  
  

  The source of the flea infestation was the infested attic insulation that the racoons had lived in. The infestation was bad. I was getting multiple flea bites daily, even after applying store-bought flea spray and vacuuming daily. After the initial treatment by Xceptional Wildlife, the fleas were still biting. I made ******* aware of this and he treated the house, but this was not working because the fleas were still harbored within the infested insulation that had not been removed.

  
  

  When the technicians showed up to remove the insulation, they  told me that they were not informed by ******* that they would need equipment to lift the floorboards to remove all of the insulation. They removed 85% of it, thats how 15% of the infested insulation is still in my attic. 

  
  

  Also, the call I received from XCeptional Wildlife on November 28, 2022, was to reschedule the installation of the attic insulation that I did not order. The only time I was contacted about removing the infested insulation was on November 28, 2022, at 2:02pm, from **** who was at my house informing me that he was there to remove the wood and insulation. I was not aware that an appointment for service was scheduled for that day.

  
  

  The reason I am requesting a refund is because I still have an active flea infestation because of the infested insulation that is still in my attic and I am still getting flea bites. I have suffered enough. It should not take over 60 days to get the attic remediated. I do not want XCeptional Wildlife to service my house any longer as I believe the company has had ample time to remediate the attic and flea infestation and has not done so.

  
  
  Regards,
  
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