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:09/26/2022

  Type:Billing 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.

  9/26/2022 I have autopay set up with Bulwark Exterminating ("Bulwark"). Recently, the card I use for autopay was reported stolen. As a result, Bulwark was not able to automatically process payment for service rendered on 9/20/2022. As a result, I received an email invoice from Bulwark dated 9/21/2022, payment due 10/06/2022.This morning, 9/26/2022 (10 days before payment due date), I began receiving calls from Bulwark regarding the autopay failure. I received three calls and three messages from Bulwark between 8:00a and 9:00a, within in a span of 45 minutes. More than one call per day regarding a debt is considered harassment by the ************************ (FTC).

  

  Business Response

  Date: 09/26/2022

  ****,

   

  Thank you so much for providing this feedback. We're extremely sorry to hear that you felt harassed by our **************** Representatives. We do see that you received multiple calls today, but this should not have happened. Our policy is never to call a customer more than once on the same day or on consecutive days. We'll be doing an audit of our systems to determine exactly why you received multiple calls, and ensure that it doesn't happen again. We're also very sorry to hear that you misinterpreted the messages left by our staff and thought they were collection calls. Our records indicate that we were calling to notify you that your credit card needed to be updated, since the most recent payment didn't go through. We'll be looking into more ways that we can improve our customers' experiences so that others aren't disturbed by these messages. If there is anything further that we can do to assist you, please don't hesitate to reach out. Thank you again for your feedback and business.

  Customer Answer

  Date: 09/26/2022

  
  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:09/13/2022

  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.

  Since terminating service with Bulwark Exterminating on July,28,2022, we have been harassed about a $69.00 balance due that has been paid. I spoke to a Supervisor on 7-28-2022 who took my credit card information and later that day e-mailed me that the $69.00 payment had been processed and gave me a confirmation number! It is obvious the supervisor did not communicate this payment information to the person responsible for crediting our account which would have shown a zero balance. This payment is reflected on my monthly credit card statement. Since then, we have received several billing statements requesting a $69.00 payment and on August 31, 2022, I received a harassing call from the company at 7:30 pm indicating that if we did not make the payment, the case would be sent to a collection agency and that our credit may be damaged. I tried to explain that there was no balance due but my explanation was dismissed. On September 6, 2022, we received another billing with a $69.00 balance due! The company has some serious internal communication and billing problems which require some critical staff training!

  

  Business Response

  Date: 09/13/2022

  Thank you for your message - we're very sorry to hear that you were dissatisfied with your experience. As a family-owned business, we want to treat all of our customers like family, and it sounds like we definitely dropped the ball here. We'll be auditing your account to determine which payment wasn't correctly applied to your balance. If any of our employees mishandled your account in any way, we'll be coaching them to ensure it never happens again. Please disregard any bills that you may have received, as we have cleared your account of any remaining balance.

   

  We will also be removing you from our records and ensuring you don't receive any future calls or contact from Bulwark. Again, we're very sorry to hear that this happened. If there's anything else that we can do to make things right for you, please let us know.

   

  Thank you.

  Customer Answer

  Date: 09/13/2022

  
  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:09/07/2022

  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.

  Bulwark Extermination LLC auto-billed me and made it extremely troublesome to cancel my services after repeated requests. Wasted my time on the phone with repeated sales pitches. Terrible customer service.

  

  Business Response

  Date: 09/13/2022

  Hello ****,

   

  Thank you for your message. We're sorry to hear that you were erroneously charged and that you experienced difficulties while trying to close your account. When we hear that someone is dissatisfied and wishes to cancel their service, we want to find ways to make things right if possible - however, we also want to respect your wishes if you still don't want to continue the relationship. We'll be auditing your account and coaching the individual who mishandled the cancellation of your service. We also want to get you refunded for your last charge, since it sounds like that last service was unwanted. This refund will go back to your original payment method within 3-5 business days. We can confirm that your account is now fully closed and there will be no further contact or service by Bulwark. Please let us know if anything else is needed and we'd be happy to assist further.

   

  Thank you.

• Initial Complaint

  Date:09/04/2022

  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.

  Date of initial service was 8/17/2022. Called out for a mole service. The technician provides a "service agreement" with no mention of moles or a service price (attached). Commences dusting my lawn and leaves; does not provide a report indicating what was placed on my lawn (how do I know it was not hazardous to human health?). I call customer service and am told I am not set up as a mole service. I ask for a callback once I see more activity. The technician returns, dusts my lawn, and leaves. Again, provides no written report of what is placed on my lawn. I'm stuck with a bill for $200, have no record of what was performed, and have a service agreement that doesn't indicate it's what I requested. I would like cancellation of service, including a write-off of the amount owed. There is no invoice for work performed. There is no indication of how they treated for moles. There is no service agreement in place for mole treatment. There is no agreement to pay $200 for the "service". See the attached document showing no service and no amount.

  

  Business Response

  Date: 09/07/2022

  Hello Charleston,

   

  Thank you for reaching out with this feedback. Our goal is to provide 5-star service to all our customers, and it looks like we dropped the ball here. After performing an audit of your account, we did find that your initial visit was set up incorrectly. Appropriate action will be taken to ensure that the employee who mishandled your service will not do so again. We're also sorry to see that your service agreement was not filled out correctly; this too will be addressed to ensure that future agreements are handled more expediently. As far as the charge goes, we certainly don't want to bill you since you were so dissatisfied. We see that one of our Supervisors wrote off your balance after speaking with you yesterday. There are no other charges on your account and we will not be scheduling or performing any more services. 

   

  We thank you again for the feedback, is it exposes opportunities for us to grow and improve. If you'd ever like to give our service another try, we'd be happy to provide a one-time, complimentary pest and mole treatment, with no strings attached and no obligation to continue afterward. Please reach out to our office and ask for the ************************** or email ********************************* if you ever wish to take advantage of this gift. We wish you all the best!

• Initial Complaint

  Date:08/31/2022

  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.

  Once again Bulwark is auto scheduling appointments without consulting us first. I have told them not to do this and to contact us before picking a date and time to show up. Picking a date and time and saying (this is a word for word quote from their email): "I will arrive Wednesday between 08:00 AM and 11:00 AM" is not consulting us first. There is no way for me to cancel either without calling them first. How does a company presume that they get to choose the date and time for them to come out to our home? This needs to stop!

  

  Business Response

  Date: 09/07/2022

  ******,

   

  Thank you for reaching out. We're so sorry to hear that you're still dissatisfied with your experience with us and hope that we can make things right. When we spoke at the end of June, you expressed dissatisfaction with our scheduling procedures. To help remedy this, we agreed to give you a full two weeks' notice prior to all appointments. As an added safeguard against unwanted visits, we also require your explicit consent prior to any appointments. This means we text you two weeks prior to the suggested appointment time, and if we don't receive confirmation prior to the appointment day, we will not come out. This will also explained in our response to your first BBB complaint, when we wrote "We will make sure to provide a two-week notice for all future appointments, and also get your confirmation prior to coming out."

  
  As was also explained in our prior BBB correspondence, Bulwark will always schedule your appointments for you because pest and rodent control is more effective when we treat entire areas at once. Since we know what days we are servicing your area, we will create the appointments for you (again, it is entirely up to you to keep the appointment). If you wish to "turn off" auto-scheduling entirely, we do offer an ***************** plan. However, these plans are never recommended because they do not work effectively. Waiting until pests appear in the home will just make it more difficult to eradicate them. It is much more effective to treat preventively throughout the year. 

  After performing another audit of your account, we see that you were given the appropriate two weeks' notice for your latest appointment, as was agreed upon in our previous verbal and written correspondence. Again, we're very sorry to hear that you are dissatisfied with our service. We will not perform any future charges or services unless you reach back out requesting a new appointment. To do so, please call our office and ask for the Quality Control department.

  Customer Answer

  Date: 09/07/2022

  Greetings,

  One problem with the current auto-scheduling system that I am on is that in no way via the email I received or the corresponding text message was there an option to reject the date and time your system auto-scheduled for me. In the email there was only a "Please Click Here to confirm" link and in the text message it only says "Please reply 'Y' to accept this time". How does that present the customer with any kind of choice? I couldn't even decline or change my appointment from your website which explicitly says to contact customer service.

  You say that your auto-scheduling system is important to provide up to date treatment for pests, but even doctors who provide important treatment for health issues (which I would argue is much more important than treating a home for pests)...even doctors don't auto-schedule appointments for procedures or surgeries without engaging the patient. Bulwark is the only regular home vendor we have (among air conditioning maintenance, lawn maintenance, roof/gutter maintenance) that over-aggressively decides when they want to come to our home.

  I want someone to explain this "As Needed Plan" if it gets us out of this cycle. I can provide much more convenient scheduling for my family and I than your automated system could ever while still maintaining the regular treatment you guys insist on.

  Regards,

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

  

  Business Response

  Date: 09/12/2022

  ******,
  
  Thank you for the additional response. We see that you spoke with one of our Quality Control supervisors and came to a resolution regarding your scheduling. Going forward, we will only schedule you on Fridays and Saturdays. You also do not have to reply to future service notice texts if you don't want the appointment. We will remove you from the schedule if you do not confirm your appointment windows. We would also like to thank you for the suggestions you have made regarding our procedures. These will be forwarded to the appropriate members of leadership for further discussion and review. If you have any further questions or concerns, please let us know.
  
  Thank you!

  Customer Answer

  Date: 09/15/2022

  
  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:08/23/2022

  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.

  Been with the company about 3 years. Since moving south (and transferring services) the service has been less than great. In the last 3 weeks, *** had 3-no call, no show appts despite scheduling 2 of them with actual ppl. All I get are excuses about traffic as to why no one showed up. When they have shown up for past treatments, my patios are always left with what looks like dirty water trails that I have to clean up. For the price and customer service, Im sure theres a worthy competitor.

  

  Business Response

  Date: 08/31/2022

  Jada,

   

  Thank you for taking the time to provide this feedback. We're very sorry to hear that you've been disappointed by our service. Your account will be reviewed, and appropriate coaching will be done with those who contributed to your dissatisfaction. Any time Bulwark does not arrive within our scheduled service window and we don't notify you of the delay, we believe you should receive that service free of charge. Since it sounds like we dropped the ball multiple times, we won't charge you for your August treatment and we'll also refund you for the service you received back in June (please allow 5-7 business days for the refund to be processed). We'll also refrain from contacting you in the future and your account will be closed with no future charges or calls. Please let us know if this does not fully resolve your concerns and we will be happy to assist further. 

   

  Thank you.

• Initial Complaint

  Date:08/02/2022

  Type:Product 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 of Service 8/2/22 Bulwark Exterminating showed up for quarterly service. Technician begins to exterminate but only does one side of the house leaving out the other side and the back of the house covered patio. Before exterminating the home, employee takes my water hose without my permission and plugs it into his water tank. The water was hooked up for over 8 minutes. I asked that I be compensated for the unauthorized usage of public utilities.

  

  Business Response

  Date: 08/08/2022

  ******,

   

  Thank you for your message. Our records indicate that you have spoken with our ************************** and resolved this matter. To reiterate what was discussed over the phone, we will be mailing you a check for $98.00 as compensation for the eight minutes of water usage that occurred on August 2nd. We have also provided a full refund for the treatment that was done on August 2nd. Thank you again for your feedback and please let us know if there is anything else that we can do to assist you!

  Customer Answer

  Date: 08/08/2022

  
  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,
  
  *******************************