Connor's Termite & Pest Control, Inc

Review: We purchased the property at [redacted]. A condition of sale was that carpenter bee damage be corrected by the seller. The seller, [redacted], contracted Connor's Pest Protection to remediate the damage. The service occurred on 2/20/13 while the property was still owned by [redacted].

Connor's has sent me multiple bills for this service. I never entered a contract with this company, and the service occurred prior to my taking possession of the property. **. [redacted] is responsible for this charge. If Connor's did not receive payment from him, that is Connor's and **. [redacted]'s issue, not mine.

**. [redacted] never has had any right to enter me into a contract. This bill is not my issue and not my responsibility. Even after calling Connor's, I still receive a monthly bill. Connor's has not been responsive to my complaint.Desired Settlement: Connor's needs to not try to make me responsible for a service I never contracted for. They need to stop sending me bills for this service. Their billing issues are not my problem.

Business

Response:

See Attachment

Review: October 26, 2012 I entered into a contract with Connor's Pest Protection to resolve a mice infestation problem. Since then I have patiently worked with Connor's for remediation of this mice infestation for more than an entire year. When I finally thought we had the problem solved, it has turned into a worse infestation than my initial complaint and reasoning for entering the contract with Connor's. During my initial and subsequent verbal communications with Connor's personnel to include managers I have informed them of family member allergies to mice and rats and expressed the severity of the problem in relations to health concerns. I have informed Connor's management that perhaps the Technician assigned is not the appropriate person to resolve my issue and have done this with more than one individual within the [redacted] Connor's office. The issue I am faced with seems to only receive proper attention when a Connor's manager is called and attend the service call to my home directly. A gap in a follow up visit has now resulted in the Technician removing three mice from my attic in one visit which indicates a serious issue. On the same day of this event I called the technician to inform him that I was hearing a great deal of noise inside my walls now much more so than the past. He did show up right away to add two additional baits but then proceeded to inform me that he will be back in two weeks. This is unacceptable given the severity of the issue and how long I have been dealing with this problem with Connor's.Desired Settlement: I would like for Connor's management to remain actively involved in finding a resolution to this problem and to assign a real subject matter expert other than the current technician who will give this issue due attention. Considering that I signed on with Connor's for another year even though I never received a resolution to this problem under my old contract, a higher degree of resolution urgency is needed. I am open to trying options beyond what has been done currently providing Connor's management and I come to some agreeable immediate actions necessary to deal with this issue.

Business

Response:

February 4, 2014

Dear Sirs:

Connor's has read **. [redacted]'s complaint and has responded as follows:

1/27 Received Complaint

1/27 4:12 Called **. [redacted]- no answer, left message for a return call (no return call received) 1/2.9 Service manager met **. [redacted] to review her concerns.

Please see attached email and service:ticket.

**, [redacted] has expressed that the solution proposed was acceptable.

Thank you for the opportunity to respond to this concern.

Sincerely.

I used their service in 2014. The contract that I signed had an automatic renewal clause that I was either unaware of or forgot about. A year later, the invoices started coming which I ignored until the last one - which threatened to it send a collection agency. When I called the company, I was told that the contract that I signed had the automatic renewal clause and in order to cancel the service I had to pay the invoice. I was flabbergasted.
Buyer beware!

Review: A month ago [redacted] contacted Connor's in reference to a bird issue in a bathroom exhaust at the property I lease. A representative from Connor's came out and actually captured a picture of the bird flying out of the vent. Problem identified; a technician came out ([redacted]) and observed the nest with young hatchlings in it and determined that the birds could not be removed since they were to young. [redacted] informed me of this after I called him since he was not at my home, he showed up earlier than expected. I called the first representative that showed up initially and explained to him what [redacted] told me and he was just as surprised? Through all the confusion and with the approval of [redacted]'s supervisor, a third appointment was made for [redacted] to come out and remove the nest. Nest removed (supposedly), aerosol spray used on the exhaust fan and turned on. I was told the smell would disapate over the course of a week, over a week later the smell is still there and yet again another appointment (4th one) is made to look into this again and [redacted] showed up to remove more of the bird nest (apparently didn't clean out the exhaust) and stated that the smell will go away. Now here we are almost a month later if not longer, the smell is still there and Connor's is contacted again with the sam representative who showed up initially. Our appointment was scheduled for 9am on Wednesday, 25 Jun, 2014. 9am comes and goes, I called the rep and he told me he would be there at 11am, at 1130am I called with no answer, I called the management company to see if maybe they were contacted and no answer. I called the rep again and reached him around 1145am and I asked if the appointment what was going on and if he was still coming and he told me that he was stuck in traffic and finally showed up shortly after 12 noon. We walked up the stairs to the bathroom door (I kept it closed to somewhat contain the odor) and as the door opened, one could clearly smell the odor coming from the exhaust. The rep turned on his flashlight looked up at the vent, walked into the bedroom next to the bathroom as if he was measuring the distance of the exhaust from the back of the house to the bathroom. He then told me he had all the information he needed and proceeded to leave. This gentleman spent all of three minutes in my home and left with no explanation of the ongoing problem or what the next steps would be to resolve it. He contacted the management company and told [redacted] that he did not smell a thing. At this point I really don't know what to say in reference to the type of service I've received thus far other than my complete disgust and disappointment in a company that has been around since 1944? I'm guessing this is the first time they ever encountered a bird problem and are unsure as to how to resolve it.Desired Settlement: My desired outcome for this would be to resolve this and if they can't; refund the funds to the property management company so they can seek out another pest control company to resolve it.

Business

Response:

Thank you for taking the time to voice your concern and let us know about the situation

Review: This complaint has multiple issues. First, I originally called for "something" making noise in my attic. As I am completely petrified of mice and unsure of what was making the ruckus, I did not accompany the man to the attic to determine what was there. I live in a 3 story townhouse and to get into the attic requires placing the ladder in a small closet and hoisting yourself into the attic, etc. When he arrived, I described what had occurred....noises at night, clicking nails across boards in my attic, the sound of what sounded like something (an animal) turning over while sleeping, etc. He went and got his ladder....he was upstairs for maybe 2 minutes. Now this is barely even long enough to set up the ladder let alone come back down and declare with the issue is. Anyway, he came back down and indicated that the issue was in fact mice. Of course, I wondered out loud how mice could make that much noise at night, but I am not the expert, so had to rely on the expert. So, he talked me into a one year contract......no problem.....a little pest control doesn't hurt. But at NO time did he mention that it would automatically renew. Oh but wait, there is more. So contract guy leaves.....if memory serves this is on a wednesday.....he schedules me for the service tech to come out on saturday. So now I have to live with 'mice' running around for four days. Did I mention my fear? So, wonderful [redacted] is the assigned technician. [redacted] arrives and listens to me describe what has occurred (apparently there is NO communication between contract dude and [redacted]). He gets his ladder and I actually went into the attic with him. After the contract guy.....I had to ensure what was going on. So we are in the attic and what?...>[redacted] indicates that it was a raccoon....not only were there raccoon droppings but a hole in the siding of my home where the critter was coming and going from. Amazing how contract guy didn't find this, isn't it? So, then the really bad news.....contract dude didn't put raccoon service in my contract. Sigh. Apparently [redacted] could see my fear and agreed to take care of the raccoon issue in spite of the contract dude's failings. He educated me that the raccoon would try to come back, etc. Anyway each time [redacted] came back, he was wonderful. Fast forward to the end of the term of my contract.....I get a call for the "regularly" scheduled visit. Now this is beyond the one year contract that I signed (that was not written for what I needed) and I live in a townhouse, so it makes no sense to spray my house if others arent. Anyway, I got the phone call. I called back and indicated everything that I have written and that I was not interested in any more service from Connors. The gentleman on the phone indicated that he would have to present this to the managers, but that in his experience I would not have to worry about any payment. I even repeated to him, "so I don't need to worry about this bill?" His reply was, well I can't say for certain, but I am pretty sure you won't have to worry about it. So, I kept the bill for a couple weeks and when I didn't hear anything I threw it away. Well guest what? I received another bill. I know....shocking. So, putting my faith in the "i am pretty sure" guy, I disregarded the bill. I received a collection call from Connors yesterday while on travel. I promptly returned the call and asked to speak with my account manager. I should have known better when [redacted] didn't understand when I asked for account manager. I explained everything above and [redacted] attempted to repeat my complaint and repeated it completely wrong and made it sound like I was trying to dodge the bill. That is NOT what this is about. This is about the lack of attention and completely INACCURATE contract from the very beginning. If it had not been for the awesome customer service from [redacted], Connors and I would have been having this conversation within 4 days of contract dude being at my house. Additionally, after the phone call in February (I believe), any reasonable customer service procedure would have called for a return call to inform me of the decision for my account and the customer service complaint that I had. Finally, I requested a return telephone call yesterday and never received one. I have attempted to resolve this issue and talk to someone who would make a decision, but to no avail.Desired Settlement: Not only do I want a billing adjustment, but I want someone to call me with an explanation of the complete lack of customer service.

Business

Response:

Regarding Complaint [redacted], [redacted]. [redacted] in [redacted], the customer was refunded on 6/27/2014.