ComplaintsforCook's Pest Control, Inc.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Cooks termite contract and guarantee is a total lie, they cleverly have their contract writen so it never allows them to be liable. Even if you want to take them to court they have a clause in their contract that mandates any disputes will go to arbitration, I have learned through my lawyer that these boards are set up to s**** the customer and almost always result in the customer getting screwed over. ******************** customer service is joke. As soon as we mentioned the termite issue Cooks was dishonest and showed how bad of a company they are. If you want coverage do NOT use Cooks, they make their money on false promises and clever legal language.

  

  Business response

  12/20/2023

  12-20-2023  
  December 15, 2023

  
  Re: Mr. ************************ ************************************************************

  Dear ************,  *************** to your letter to ** dated December 11, 2023, in regard to the above referenced customer and property. In ********************** contract with Cook's Pest Control, Inc. ("******"), it clearly states that in order for ****** to repair any termite damage, certain conditions must be met. Two of those conditions are relevant to this issue. 

  
  Section 2b of ********************** contract reads: ****** finds the damaged area infested with live native Subterranean or Formosan termites. Our inspection did not reveal any live termites at the subject property. Termites could have damaged the property many years ago before ****** placed the subject property under contract. Consequently, among other reasons, that is why we require live termites to be found present before we engage in repairs.

  Section 3b of ********************** contract reads: A moisture problem exists, permitting an aerial termite colony, which allows termites to survive without returning to the soil. In my examinations of photographs taken at the property, I see black mold and water stains on the stud walls which appear to originate from a second floor window. This reveals a moisture leak from the window that contributed to the termite infestation. 

  
  We reached out to ****************** to discuss this matter further but were refused any such dialogue. I appreciate the Better Business Bureau's interest in resolving this dispute. You may contact me via email at ******************************************** or cell phone ************** to discuss this matter further. I look forward to hearing from you soon.

  Respectfully, 

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

  Operations Manager 

  Customer response

  12/26/2023

   
  Complaint: 20985807
  
  I am rejecting this response because:
  Paragraph 2B,     Cooks was bonded with the previous owner and guaranteed coverage. How are the able to ascertain the age of the damage from a picture, really?
  secondly how can they prove the termite damage was predated by water damage?  The manager never come to see it for himself and he never responded to phone calls from my wife,  So ****************** never once came to see the damage yet he knows exactly where the problem started,  Cooks relies on technicalities to insure they do not have to pay for any damage.  They do not operate in good faith and I will be suing them with every cent of money I have.  They are a dishonest company.

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My family and I have been under contract with Cooks or the 2/3 companies they acquired over the years for termite protection since ****. The dwelling is located at ***************************************************************. The account number is *****. I sold this property on August 10, 2023. I called on August 18, 2023, to cancel the contract since termite protection was no longer necessary. Cooks (a female providing no name) customer service representative told me the service plan could not be cancelled. This made zero sense as the Cooks service agreement ceased when the property was sold. My written statement requesting contract cancellation to Cooks requested if they believed I owed any additions funds to advise including their reasoning, to date, I have received neither a written response, other than continuous billing, or any other type of electronic communication. Written correspondence was dated August 22, 2023 and again October 10, 2023, copy included.

  

  Business response

  11/22/2023

  ****************, 
  
  We're very sorry for how this was handled. The information you received over the phone was completely incorrect. We will use this situation to retrain our representative on how this should be handled in the future. The termite service for the property on ***************** has been cancelled and any remaining balance has been removed. (See attachment.) Again, I sincerely apologize for this experience, and truly appreciate your 18+ years of loyalty to ****** Pest Control. I hope you and your family have a Happy Thanksgiving!

  Customer response

  11/27/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a client with Cooks since ****, 21 years. On August 8, 2023, Cooks representative pulled in driveway at 1:50 pm and left 2:03 pm. He never got out of truck - he did not service our home. I was at home and had put his check on porch for pymt. It was still there when he left. The spider webs were still there plus the ant feeders were empty and no liquid sprayed - he never got out of truck. I called Cooks on the 9th to report this and receptionist said the manager would called. Manager never called. We called again in 7 days to report again and was told a manager (****) would call. We never received a phone call. I have NEVER missed a payment but I refuse to pay for a service not done! I even called next door neighbor who also has ring and she said the same thing. She told me he never got out of truck and was gone in approximately 13 minutes. I was watching to see him in back of house to make sure he did the back porch but as I said never saw him. Again, I dont mind paying for services rendered but this is not the case. I am very disappointed as to response from Cooks since have been faithful client for all these years. We have not received phone call but we have received three bills for this so called service and their employee had filled form for a totally different day and time than when he was here. We would like to have this handled before they try to ruin our credit. We have excellent credit and do not miss payments.

  

  Business response

  09/28/2023

  Our pest manager went back to **************** home on Monday, 9/25 to assess the situation and perform a complete service.

  Customer response

  09/28/2023

  I was called,**** told me the charge is dropped. He told me someone would call to service my home but I have not heard from them. He also told me I should here from them for next three months service soon. I will let you know when someone shows up! Thank you, ************

  Customer response

  09/28/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My contract is paid in full. Im not getting the service I paid for and nobody responds to my texts and emails. Ive had this service a couple of months and want a refund for the remainder of time. Im buying products and taking care of everything myself because they are not taking care of it.

  Customer response

  09/13/2023

  Cooks is now saying Ill get a refund in a couple of weeks. It took contacting you to get a response. 

  

  Business response

  09/14/2023

  We apologize for the frustration this has caused you. As of Wednesday, 9/13, a refund has been sent to **************** per her request.

  Customer response

  09/14/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a termite contract with ****** pest control; In April, or May of this year an inspection was done.I went under my home after the inspection, there was water leaking from a pipe; I asked why I wasn't told about the leak. I was told that they dont' check for leaks ;but they have told me about water leaks, and wood that needed to be removed from under my home previously; Because termites eat rotten wood, so I cancelled my contract with them. some one from their company came out and started taking up the termite bait and left big holes in my yard.I asked them to come back to fill them , the answer was no.

  

  Business response

  08/11/2023

  During the visit, ************** didnt notice a leak at Ms. ********* residence. **** explained the leak could have happened after the inspection and denied repairs. When we went to remove stations, we were threated that we better not be there when her son gets back. So, we told the tech to leave then for his safety. If we can ensure the safety of our technicians, we will repair the holes left after the stations were removed.

  Customer response

  08/18/2023

   
  Complaint: 20447463
  
  I am rejecting this response because:

  I did not threaten any one, All I did was to ask the person to stop taking the bait up because  it was leaving holes in my yard. 

  H said make me ; so I went in my house to call the police,when I looked out my window he had backed his truck out of my drive way.

  I did not mention a son or anyone else; when  they called about my last payment I told them I was going to use the money to filled the holes that were left in my yard.

  I was asked again  when could they expect a payment recently  I told them that I was waiting to hear from the BBB.   I want to know when the holes will be filled.      

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

  

  Business response

  09/06/2023

  We do not mind finishing the removal of the stations and filling in the holes, at all. Our District Manager will be reaching out to schedule a convenient time to finish removing the stations.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of Contract with ****** Pest Control is 8/26/2023 (My Acct. # ******. ****** is located at ************************************************************* (Tel.# ************). My signed agreement with ****** required me to pay $599.00 for service the first year (Aug. 2013 thru Aug. 2014). My annual rate beginning Aug 2014-Aug. 2015 was @ ****** (4 quarterly payments of $65.00) All payments made on time through my bank account. The written contract from ****** Service Agreement states "If your home or business is constructed with a concrete slab foundation or basement, the ****** technician will need to inspect the inside. Please arrange for interior access." I have had this arrangement with ****** since 2013. The first inspection each year has been an inspection of the traps only. The second / Annual Inspection was an inspection of the inside of my home (constructed on a slab) and the outside traps. ****** Pest Control stopped inspecting the inside of my home several years ago and this year the technician has not inspected the outside traps. I have not missed any quarterly payments (all payments made on time via **** of America). Now ****** billed me for a rate increase that I am not in agreement with. I got the July bill with the rate increase AFTER I called and emailed ****** to cancel service with ****** Pest Control. ****** pest Control has not responded to my calls nor me emails. I don't want to receive any more bills from ******, and I don't want to be contacted by ****** Pest Control nor any businesses affiliated with ****** Pest Control for any reasons.

  Customer response

  08/09/2023

  ****** Pest Control called me to schedule a time to have their technician to remove the termite traps from my property per my request. All traps were removed this morning between 8:15 am - 8:45 am.

  

  Business response

  08/10/2023

  We removed stations from the service address on 8/9/23 and handled the account balance where ******************** will not receive any more bills.

  Customer response

  08/11/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I am the executor of *************************** ESTATE. I called the office to request them to stop sending my dead father bills in the mail. I informed them there is no "estate" or Probate to go through since he did not leave any assets or money behind. The lady on the phone told me i would continue to receive these bills until its paid. I told her how do you see your self or the company to be paid by a jar of ashes? she said it still has to be paid. Now this is the most unprofessional thing i have ever been told over the phone to someone who is going through it due to the passing of my father. I would never pick this company ever again and would strongly tell everyone via socials ( over 200k following ) to stay away from cooks and tell them why.

  

  Business response

  08/11/2023

  As of July 20, 2023, we have written off the balance for ****************' account. **************** should not receive any more bills from ****** in regard to his account.

  Customer response

  08/11/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is regarding poor and unprofessional business practices at my elderly in-laws house in ************, **. Cooks provided exterior service in October, 2022, and billed them $99. My father-in-law had lung cancer, and had stopped doing anything, including paying his bills. The Cooks bill went to a collections company, ARM. I found the bill, and called Cooks on 01/31/23. The lady told me they owed $99, and I could mail them a check. I told her they didn't want any more service from Cooks. I mailed the check. On 02/17/23, they received another bill for the **************** I called Cooks again. The lady told me their account had a zero balance, and I could discard the bill. I asked her to verify the service was cancelled. She said it was cancelled, and no one would be coming to their house again. On 04/13/23, they received a $99 bill from Cooks for service on 03/28/23. I called Cooks again. The new receptionist told me what services were done on 03/28. I told her service had been previously been cancelled. She was adamant that they owed $99 for the service. She said she would check with another employee and call me back before close of business, or the next morning at 8:30. She did not call. I called today, 04/14/23. The call was forwarded to the corporate office. I gave details to *******. She will type up the notes and pass it to local managers. One of them will call me. Local manager ***** called. He said the employee I talked to in January and February should have escalated my request to management, but she didn't, and if I would pay the $99, he would cancel the rest of the **************************** August, 2023. I told him I would pay the $99 and file a complaint with the BBB, and he didn't seem to care. I called him back to tell him my father-in-law (who signed the contract) was deceased. He didn't answer. I left a message. The Cooks employee I talked to in Jan and Feb didn't notify management of my request. Cooks fault, not mine.

  

  Business response

  04/17/2023

  After speaking with ******************, we are removing the charge and canceling the service as requested.

  Customer response

  04/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint concerns unfair charges by ***************** Control of ******, **. The builder of my new home, ******************************, contracted with ****** for termite treatment of the building site and for installation of termite bait traps around the perimeter of the house. The builder told me that the associated termite warranty would transfer to me at no charge when construction was complete.The builder conveyed the house to me on October 1, 2021. One of the many documents I signed was ****** "Subterranean Termite Control Agreement" (copy attached). I was told there was no cost to me for the first year of the agreement and that I could cancel any future renewal if I did not want it.Beginning in October 2022, I received several calls from a ****** technician asking permission to service the termite bait traps. Each time, I told him that I was not interested in additional services. Finally, in January 2023, the technician told me that ****** is obligated to do a no-cost servicing of the termite traps in order to maintain their warranty. When he emphasized that there it was a "free" service built into their original contract with the builder, I agreed. He inspected the traps on January, 7, 2023.I subsequently received a $79 bill from ****** for "quarterly service". I immediately called ****** to complain that I had repeatedly told their technician that I was declining any service agreement with ******. The woman I spoke with laughed and said "nobody reads the agreement". She then explained that I had to decline their service in writing. I did so and later received confirmation from ****** that they received my termination.I also wrote to ****** corporate office telling them that I feel I was scammed by their so-called "free inspection".Now, without any additional notice to me, ****** turned their $79 bill over to a collection agency (A.R.M. Solutions in *********, **). I am a 78-year old with excellent credit. I feel intimidated by them.

  

  Business response

  03/21/2023

  I spoke with **************** this morning and everything has been resolved with this account. I had office specialist contact ********* to remove balance from ARM. **************** told me that since I called him this morning and explained everything to him that he feels better about situation and will keep my contact info in case he needs coverage in the future. We will send him email confirming balance is removed from ARM today.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been disputing the amount I was being charged for termite service since early February before any additional charges to my account. I have the text messages to prove my case. I was told by a technician that management would be in contact with me. The management has not contacted me. I have emailed with an office specialist in the office and I have an email confirming cancellation and that I would not receive anymore bills, yet I am continuously harassed by Cooks for a service that was never performed and cancelled. Please help!!

  

  Business response

  12/19/2022

  Hi ************,

  Our District Manager, *************************, called and left you a voicemail to resolve this. He is currently working on getting this balance taken off for you. If you have any further questions or would like to discuss this further, please reach out to **************************************.

  Thanks,

  ****** Pest Control

*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. ↩