Complaints

This profile includes complaints for Bulwark Exterminating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bulwark Exterminating has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bulwark Exterminating

  5810 S Sossaman Rd Ste 102 Mesa, AZ 85212-5826

  
• 

  Bulwark Exterminating

  508 Prescott St Ste D Greensboro, NC 27401-6191

  
• 

  Bulwark Exterminating, LLC

  10900 Brittmoore Park Dr Ste D Houston, TX 77041-7009

  
• 

  Bulwark Exterminating

  5221 Palmero Ct Ste 105 Buford, GA 30518-5872

  
• 

  Bulwark Exterminating

  1022 Hancock Ave Corpus Christi, TX 78404-3205

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled this company after not receiving calls back from the branch manager. I have a vole problem. I was told the branch manager would call me back as hes the only one who handles voles in my area. I called two different days and received no call backs. Its interesting to me that the last time I called about billing issues I had a $50.00 credit on my account from months ago. That call was made some time in May when they charged $100.00 for a service that was suppose to be $50.00 when they service my large bait boxes only. Those large boxes never needed servicing and they were placed around 12-28-23. Why I feel I am owed the $50.00 is when I called back I think ******* of ********************************* a full refund of a $100.00 they credited back my charge card $50.00 and gave me a credit of $50.00 on my account. That $50.00 was never used for any service to my knowledge. They never credited my account and I was charged $29.67 monthly for everything but the three large boxes that ******************* thought I needed. When I closed my account on ****** I was told the $50.00 was used for other services. I didnt have any other services. Why I wasnt fully refunded that $100.00 in the first place I dont know. Guess they like holding onto half your refund. Their billing has no statement just an app when you close your account you no longer have access to it. Not a happy customer and will not be going back. Sorry no second chances.

  

  Business Response

  Date: 06/11/2024

  *****,

  Thank you for reaching out! We'll be conducting a deep audit of your account in an effort to further improve our processes for future customers. Regarding your refund, we show that your $100.00 charge was voided on 05/03/2024. To be clear, this was not a refund; it was a cancellation of a charge that had not yet gone through. In other words, the funds were never actually taken from your account, meaning they could not be refunded. If you are showing that the $100 charge from May DID in fact go through, please let us know and we'll initiate a full refund right away.

  Thank you!

  Customer Answer

  Date: 06/27/2024

  Sorry but this issue isnt resolved. They need to look back in their records further. This goes back to maybe Jan 29-2024 or Feb 10, 2024. Look at the conversation I had back in May of 2024 when they closed out my rodent control. If they record conversations over the phone the person on the phone also confirmed with me I had a $50.00 credit on my account. Its a shame that they dont bill you so I have no paperwork to show this credit. Yes, everything is correct for the last refund of $100.00 on 5-3-24. Please could you check my account further I am 100% sure there is a $50.00 credit somewhere in your records. I had no other services done where that $50.00 credit would have been applied. I appreciate your time in looking into this. 

   

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

  

  Business Response

  Date: 06/27/2024

  Thank you for the additional communication! We will process a $50.00 refund for you to the **** card ending in 0888 to ensure that this matter is permanently and satisfactorily concluded. Please allow 3-5 business days for this refund to be processed.

  Customer Answer

  Date: 07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 4/26/2024 Price: $43.05 Situation: Bulwark Exterminating fraudulently charged the CC I had on file for $43.05 without my authorization, and my account is not set up for auto pay. The charged amount was NOT applied to my account with ********************. I have contacted Bulwark via email to have the issue resolved and I've received nothing but a runaround. I have requested a refund and my account with ******************** to be closed. So far Bulwark has failed to comply and is actively trying to charge me for ongoing services. Email correspondence attached. Seeking cancellation of contract/account and refund of stolen funds.

  

  Business Response

  Date: 05/17/2024

  Hi *******,

  Thank you for reaching out! After reviewing your account, we also show that you are not set up for auto-pay, so we will be performing a deep audit and review of your account to ensure this doesn't happen again to yourself or any other customers. We have also canceled your account effective immediately and submitted a refund for the $43.05 charge. Please allow 5-7 business days for the refund to be processed. Thank you again and please let us know if you have any other questions.

  Customer Answer

  Date: 05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the statement from Bulwark. Once I have obtained the refund, I will consider the issue resolved. 
   
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bulwark continues to charge customers without notice. And chasing prices of services without letting the customer know. The changed the price occurrence of the weed service on several occasions and not letting the customer know. It went from 1 years to every 6 months to every two months. I have no email or letter stating these changes and they just debit out my account without notice of the price change. I have contact them and no contact back. I want my month for the weed services deposited back into my account. You can also tell the weed services was not done because the color of the yard was the same color. When weed services is completed by yard is normally yellow. Also the service tech did not change my bug traps when we came into my garage to spray. Just terrible service. I also went the website to change my services options and it will not allow me to. Money stealers.

  

  Business Response

  Date: 05/09/2024

  Hi *********,

  Thank you for reaching out and providing this feedback! After auditing your account, we see that your pre-emergent weed service has been set up on the same frequency (every 6 months) since you began the service in April 2023. We always perform these services six months apart since that's how long the product is effective. We would much rather save you money by charging you just twice a year instead of coming out three or four times a year when it's unnecessary. If you see weeds come up in between those six month services, just call us and we'll come back for free. We are in the process of removing the dyes used in our weed products, so it's possible that you wouldn't have noticed coloration after your most recent service. Please wait 2-3 weeks from the service date and then let us know if you see any more weeds so we can get back out there.

  The pricing for your weed service has also always been the same ($129.00) but you received both your pest control and weed service on 4/30, meaning the total was $215.10 ($86.10 + $129.00). We avoid increasing our prices whenever we can, but sometimes it's unavoidable. If your rate ever does increase, we'll contact you to let you know. Auto-pay is also completely optional as well. Do you want to be removed from auto-pay and set up to receive bills going forward? Also, we'd be happy to get those traps in the garage changed out, just let us know some days and times that you are available and we'll get you scheduled for our first available appointment!

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email today stating Bulwark Unfortunately, we cannot continue to treat your home. As a business decision, we are no longer servicing your area. I still have an active contract with them and they did not give me any notice that they were no longer servicing ******** area at all. They breached the contract, made my contract inactive and told me to find someone else to fulfill their obligations.

  

  Business Response

  Date: 04/10/2024

  ******,

  Thank you for the message. We're also sincerely sorry to be leaving the ********** area. As indicated in your signed service agreement, your termite warranty renewed on a Month to Month basis. Also as indicated in your agreement, either party (yourself or Bulwark) can cancel this agreement giving 30 days written notice to the other party. We wish you all the best in finding termite coverage in the ********** area in the future. Thank you!

   

  Customer Answer

  Date: 04/10/2024

  I spoke with ***** yesterday after I filed my complaint and she assured me you business will honor your agreement until the end of my contract. Secondly, I am not on a month to month contract with you. Your guarantee agreement ends 13-April 24. Third, you failed to issue a 30 day notice to me as I received your notice yesterday and you have already made my contract invalid. Therefore you are in breach of the agreement and services are still owed to me for the remainder of the month as agreed upon per contract. 

  

  Business Response

  Date: 04/10/2024

  Hi ******,

  Thank you for following up. We show that your last warranty payment of $14.00 was credited off of your account so there is currently no remaining balance on your account. If you have any further questions about the remainder of your warranty and coverage, feel free to reach back out to us at **************. Thank you again and we wish you the best!

  Customer Answer

  Date: 04/11/2024

  Again, this does NOT answer the disputed question at large that you still owe me for the services guaranteed until the end of April per our agreed contract. You did NOT supply a 30 day written notice despite that not in the original agreement and have not honored the remaining portion of the contractual agreement. You are in breach of the contract and will force me to seek legal options if you continue to write me off. You cannot opt to leave an area just because you cannot find appropriate workers to finish out your contractual obligations. 

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To sum it up, ******* has been paid for inadequate results; I was contacted by a Bulwick customer service rep who called requesting more money for something they had already done to no avail. Their actions confirmed that they could not kill the pest like I was promised with their 100% guarantee. Therefore, I agreed with them about canceling my account. I refused to be exploited any longer. I have been paying Bulwark since August 2020. It is now March 2024, and Bulwark Exterminating advertises a 97% recommended 100% guarantee. I signed up to have my house exterminated of German cockroaches and mice. It is the 4th year, and German cockroaches and mice are still present despite the 100% guarantee. The last invoice I received was ******** on 3/22/2024.************************* came out and stated they needed more money to eradicate the roaches, even after all the money I had already paid. It seemed clear that more money was not the solution to the problem. I hope you can understand the dilemma of this situation. You need to consider another profession because additional money will not solve this persistent issue that has remained unsolved for over three years. You have been paid thousands for inadequate results. You called to tell me you needed more money to do a treatment you have already administered to no prevail. Bulwark stopped receiving the steady payments and canceled my account because I refused to pay more. This is fine because Bulwark's so-called efforts have not addressed my problem. It just cost me money for nothing, and now I am out thousands of dollars, and the situation is no better. So, will I not pay more money for the same service? I have already invested way too much!!

  

  Business Response

  Date: 04/08/2024

  Thank you for reaching out and providing such honest feedback. It is frustrating when pest issues persist, but certain types of pests can be much more difficult to control than others, such as the German roaches you mentioned. Certain factors outside of our control can also make it almost impossible to fully eradicate a German ***** infestation. Nevertheless, we are always willing to do anything in our power to assist with such issues. It sounds like one of our Service Pros *** not have realized that you were already receiving German ***** services and attempted to add this as a charged service to your account. We will perform the necessary coaching to ensure that such issues aren't repeated.

  Since August 2020, Bulwark has provided bimonthly regular services ******************************************* many complimentary in-between treatments. The services we performed for you provide coverage against numerous household pests. When we treat the outside of the property every couple of months, we establish a protective barrier around the home that stops pests from getting through. In addition to these regular services, we also show that German ***** services were performed on the inside of the property.

  Unfortunately, neither Bulwark nor any other pest provider has the ability to guarantee that a property will be permanently free of German roaches. There will always be circumstances beyond our control that *** result in subsequent infestations. Additionally, since the many regular maintenance services and in-between treatments we performed were done with your permission and were honest and just, we are unable to refund the amount you requested. However, according to the Money Back Guarantee on your service agreement, we will be more than happy to refund your last service charge since you have expressed that you no longer wish to continue our service and are unhappy with your current pest problem. Please allow 5-7 business days for your most recent service charge to be refunded to you.

  Customer Answer

  Date: 04/10/2024

  I received two calls and an email regarding my complaint about the service I received from Bulwark Exterminating. The first call was from a lady at Bulwark who seemed genuinely concerned. She inquired about how to rectify the problem and asked if I would agree to continue the service to eliminate the roaches, which I agreed to since that was the service I had paid for. She mentioned she would review my past invoices to check the treatments used by Bulwark and would call me back. This was around the 1st of April, and I am still awaiting for she has not called me back. Instead subsequently, I received an email that initially that thanked me but then change to shifting the blame towards implying that nothing could be done due to circumstances, making it nearly impossible to eradicate the German cockroaches. Despite offering a 100% guarantee to eliminate the pests or refund the money, the email stated that certain pests, like German roaches, can be particularly challenging to control. In their response, the blame was shifted to the service professionals, suggesting that there may have been a misunderstanding about the services already provided. Bulwark had been offering bimonthly services since August 2020 to eliminate the roaches, but with no success. The response mentioned that neither Bulwark nor any other pest provider could guarantee permanent eradication of German roaches, raising questions about the 100% guarantee. Furthermore, they refused to refund the requested amount but offered to refund the last service charge, a fraction of the total paid. A subsequent call from a Bulwark representative with another offer that was not a offer? then said I was being uncooperative and unwilling to solve the problem, this appeared to be shifting blame on me without providing any constructive solutions. This lack of accountability and customer service is disappointing. many offers and could not narrow it down to one that they would agree to fulfill, 

  

  Business Response

  Date: 04/11/2024

  ******,

  Thank you for the additional message and feedback. We will be performing a deep quality control audit of all recent interactions between yourself and Bulwark. However, the person with whom you spoke is correct that although our Money Back Guarantee entitles you to a refund of your most recent service charge, we will not be refunding your entire payment history to you. Thank you for your understanding.

  Customer Answer

  Date: 04/11/2024

  Dear Bulwark team, I appreciate your attempts to address the concerns regarding the pest control service. However, I require a definitive resolution to the persistent issue of German cockroaches remaining despite the 100% guarantee promised, which does not seem to be honored. I sought to have the roaches eradicated, but it appears you lack the solution or ability to accomplish this. It's regrettable to file this complaint, but consumers should be aware of the situation if they choose to hire Bulwark. After years of unsuccessful treatments, I kindly request a thorough review of the situation and a concrete plan for effective pest eradication. Thank you for your attention to this matter.

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were Bulwark customers but recently had to end our relationship with the company due to several no-call, no-shows. The technician was scheduled to come but they did not show up for at least six months. When we inquired about this, we were initially told that they did come out. However, when we informed them that we had active Ring doorbell cameras and they indeed did not come to our home, we were told they could not access our yard which was also not true. We were actually considering giving Bulwark another opportunity but the customer service representative was very rude when we simply inquired why the services were not being performed. Consequentially, we canceled our service since we were not receiving the exterminating service that we agreed to. We recently received a bill for $82.64 for services that we did not receive. We do not owe Bulwark anything as they are billing us for services that they did not perform due to lack of showing up. We would like this amount to be removed from our account immediately and a statement from the company that we do not owe them any funds.

  

  Business Response

  Date: 02/26/2024

  ********,

  Thank you for reaching out regarding this concern! We've conducted an audit of your account and can confirm that you already received a credit for the last service we performed before you closed your account. The only remaining balance on your account is from the regular service we performed on 3/31/23. This appointment was requested by you on 3/24; a reminder text was sent to confirm the appointment on 3/30; and you acknowledged that you were aware of the balance for this service when we spoke with you on the phone on 4/20. Thank you again for reaching out.

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home was infested with brown recluse spiders and I found bulwark online. I told them I had been bitten by a brown recluse in the past and had to have surgery so I was very scared to stay in my house. I also told them I have 4 kids so safety was a huge concern. I gave them 4 months, the spiders did not slow down at all, there were no changes, spiders seemed to get worse and eventually I had spiders coming out of my light switches!!! The guy who came to my house in the first visit was a younger guy, his # was the only number I had to contact the company, he ignored most of my texts and calls. Eventually the supervisor at bulwark was coming to my house to spray and they dusted the attics. Still nothing was changing. One night my husband and I were in bed and a brown recluse spider was crawling on my husbands leg. we were terrified and went to a hotel. I called a different company and at the first visit they removed my baseboards and all outlet covers to spray into the walls of my home. I noticed they sprayed in places that bulwark did not and it became very evident to me that bulwark's employees did not know what they were doing... after the new company left, we did not see another spider and it was immediate that we stopped seeing spiders. It went from seeing 2-3 per day to zero on day one with the new company. I canceled with bulwark and they tried to bill me again for their services saying I had an outstanding bill. I declined the bill based on my observations of their lack of knowledge and their poor product. Bulwark sent me to collections for a bill that was a little over $125. Not to be rude but I am a multi-millionaire, this was not about the money, it was about the fact they knew I was scared and had past trauma and they led me to believe my home would be spider free and they led me on for 4+ months. I want the collections reversed asap. I will be leaving very honest reviews of this awful company on every platform I can find until this is resolved.

  

  Business Response

  Date: 12/28/2023

  Hi *****,

  Thanks so much for reaching out and voicing these concerns! Your feedback is crucial to our continual growth and improvement. It's certainly frustrating when pest issues persist throughout the year, but it's unfortunately quite common as well. To really sterilize the grounds around the home and get things under control, it takes at least a year of consistent treatment, every couple months. In addition to your regular outside treatments every two months, it's common for us to have to come out three, four, or five extra times in between those regular treatments, but all of those extra treatments are always free. Other companies often use contact killers to provide demonstrable results more quickly, but they don't get to the root of the problem - before too long, pests will return in greater numbers than before. That's why it's crucial to continue enforcing the barrier around the perimeter of the home every couple months.

  Although your signed service agreement does indicate that you had agreed to the initial full year of service (since treating consistently for a year is the only way to obtain long-term results), we certainly don't want you to leave dissatisfied, so we will be more than happy to exercise our Money back Guarantee and remove whatever outstanding balances you may still owe. Please just allow a few days for this to be processed. Thank you again for your feedback and we wish you the best!

  Customer Answer

  Date: 01/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There's NO good communication (saying they'll be there within a certain window & not showing up at all or after 7pm). Then when you try to talk to customer service they keep transferring you so you'll give up. They charge you $50 for coming out, even with spraying not being done at all. They won't let you cancel the monthly protection plan, even with no contract & asking REPEATEDLY to cancel. They feel so much like a scam that it's truly scary they haven't been held accountable yet.At the end we had to talk to no less than FIVE TRANSFERS just to get someone to CANCEL any future service (and all this without a contract). THEY STOLE $50 from us without ever providing the service it supposedly paid for & AFTER telling us our account was canceled!!!When we called they literally said "Oops, it looks like it was coded wrong."Seriously?

  

  Business Response

  Date: 10/05/2023

  Hi *****,

  Thank you for reaching out and providing this honest feedback! It definitely wouldn't be right if we arrived outside of any of your scheduled service windows. There are extremely rare times when uncontrollable circumstances preclude us from arriving within the service window, but we always strive to let you know ahead of time when that's going to happen. We'll be doing an audit of your account to ensure that anyone who failed to communicate with you is held accountable. 

  We also see that you were set up on our budget-friendly monthly payment plan. This plan charges you the same amount ($43.50 per month), regardless of how often you need us to come out. We schedule exterior services for you every second month, but it's extremely common for us to need to do a few services in between those, too - especially in the first year of service when we're trying to initially gain control. Even if we have to come out three, four, or five extra times, you're still just charged $43.50 per month.

  We also found that you were promised one free month of service when you spoke to one of our Supervisors on September 29th. It looks like we requested that this be refunded to you when we spoke to you yesterday. Please allow 5-7 business days for your bank to return those funds to you. Since you were clearly quite unhappy with your service and we weren't able to perform the entire first-year treatment series to achieve the best results, we'll also be initiating a separate refund of your $43.50 payment from September to ensure that this interaction is satisfactorily concluded. Thank you again for the feedback and we wish you the best!

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer with ******************** for the last year. I've had to request a retreat almost every single time and that hasn't been very helpful either. I've had some minor issues each time that they have failed to address and these have only gotten worse in recent months, with the service really being rushed the last several times and it being effective for less and less time. I had service last week and had bugs in my house within a few days. I've cancelled service with Bulwark but they refused to provide a refund outside of $42, which I'm charged monthly and doesn't even apply to one full visit. Since they have royally failed in keeping bugs out of my house, especially since June, I'd like them to refund all the payments I've made since June as they haven't provided the service properly that I've paid them for. I've given them multiple chances to correct the issues and improve but they haven't done so effectively.

  

  Business Response

  Date: 10/05/2023

  Hi ****,

  Thank you for reaching out and providing this honest feedback! It's certainly frustrating when pest issues persist, but it's also extremely common, especially during certain times of the year such as summer when temperatures are up in the 100's and 110's for months at a time and pests are highly active. It's quite common for us to have to come out three, four, or five extra times over the course of a year to keep things under control. That's why we charge the same amount per month, regardless of how many times you call us out for service. It looks like the last time you requested extra service was toward the end of August - we followed up with you via text and email five days after your treatment to make sure everything went well and you didn't need anything else, but we never heard back. Had you communicated your need for extra service, we'd've been more than happy to get back out there and get you taken care of.

  Our money back guarantee does entitle you to a refund of your last bill, which we see has already been processed. However, in case our policy on free in-between treatments wasn't clearly communicated to you, we'll be happy to provide an additional $42.00 refund for your August charge to bring your total refund amount to $84.00. This additional refund has already been initiated on our end; please just allow 3-5 business days for it to process. Thank you again for the feedback!

   

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Bulwark Exterminating to treat my house for termites. They started treatment onJuly 27, 2023. They finished treatment on August 3, 2023. I found live termites on the following dates: August 13 & 30. September 7 & 11. A after each of these dates I called Bulwark and they sent a person out to spot spray where I saw the termites. Today is September 14 and I still have live termites. The manager in *************** ( ***** ) said "you have to give the chemicals time to work"I think 6 weeks is plenty of time for the chemicals to work. I believe the ground " barrier " has breaks in it allowing the termites to continue to enter my house.

  

  Business Response

  Date: 09/21/2023

  ******,

  Thank you for reaching out and providing such honest, valuable feedback. Termites can cause staggering amounts of damage to homes, so it is entirely understandable that you would take these pests seriously. Because these pests are extremely resilient and aggressive, though, extra work is oftentimes needed to eradicate them, especially if there is an existing presence in the surrounding neighborhood. Any extra services that *** be required are included in your warranty, so it's free for us to come back out and perform the necessary follow-up treatments. It looks like we reached out to you at ************** on Monday evening to follow up and see how your last appointment went, but we didn't reach anyone. If anything further is needed, we'd be happy to get another free follow-up appointment scheduled. Our office is open Monday through Saturday from 5:00 A.M. to 8:00 P.M. - please reach out to us any time during those hours and we'd be happy to get you scheduled. Thank you again!