How do I cancel Fenix Pest Control, and is there a cancellation fee?

What the record says about canceling Fenix Pest Control

Company terms and statements first, then customers’ reports. Each links to its source; quotes are the source’s exact words.

• Fenix’s stated cancellation charge in one reply: $99 if the final scheduled service is not completed after a cancel request.⁷

  “a charge of $99 would apply. The customer declined service and the card was billed and charged at 11:49 AM. Our billing department would handle this request and it can take some time to get over to”

• Customer-reported early-cancellation charges on the BBB file (customer reports, not company statements; not used for scoring because the company states its own figure): $125, $240, $473.58, $170, $186 plus tax, $200, $230, $300.⁸

  “I had to pay a cancellation fee of $125 to get rid of them. Of course, they said, it was all my fault as it was in the”

• Standard residential agreement is a 12-month agreement (Fenix’s BBB reply: its salesman mentions “the 12-month agreement” and explains the early-termination fee).⁷

  “you will hear our salesman mention the 12-month agreement multiple times. You will also hear him send over a document and review it thoroughly with the customer to ensure they fully understood the”

• Fenix quotes its contract: after the initial one-year period service continues until the customer gives 30 days’ notice; services scheduled inside the notice period are still invoiced. Fenix says it has no “automatic renewals”, but the quoted text continues service until notice.⁷

  “After the initial one-year period, service will continue to be rendered until a 30-day notice is received. Furthermore, any scheduled services within the 30-day notice period will be completed and invoiced as usual." After the first 12 months, customers are not locked into another annual term.”

• Cancellation must be a written 30-day notice (Fenix BBB replies: “written 30-day notice”; a verbal request was not accepted). Not phone-only.⁷

  “We do require a written 30-day notice to cancel the service and we do provide an online portal for all customers so they can look to see when they have scheduled services - we have them listed for a”

• Fenix’s reply to a 2024 complaint says the full cancellation fee was $300 and the customer was charged $171 instead; another reply says a discounted first service is repaid on early cancellation (“we simply ask for the initial discount to be paid”). These company-stated figures differ from the $99 above.⁹

  “did not charge the full cancellation fee of $300. Instead, we reached an agreement and charged you $171, which your husband paid via check. For your reference, Ive attached the original agreement.”

• Fenix’s replies state a 3-day right to cancel without fees after the initial service.⁹

  “cancel the services within 3-days of the initial service appointment without any fees. It does look like you confirmed your second appointment with us and wanted that treatment. We are unable to”

• The service agreement is not published on fenixpestcontrol.com (no terms or agreement page in the site’s page sitemap). Fenix’s replies cite a separate signed agreement that is e-mailed after signing, so arbitration and dispute terms are not on any page read.⁷

  “Once the agreement is signed at the door it is immediately emailed over to the customer for review. We cannot cancel the agreement without a cancel fee as we”

• Two more company-stated cancellation figures in Fenix’s BBB replies (complaints page 3): $349, described as reflecting the initial discount received at sign-up, and $255 plus tax, described as the initial discount to be repaid. Together with $99 and $300/$171 above, the company-stated figures differ.¹³

  “we issued the cancellation fee of $349, which reflects the initial discount you received upon signing up.”

How it affects the Handshake Score

Sales and contract fairness is 15% of the Handshake Score. It starts at 10 and loses points for each item below. Fenix Pest Control’s score on this factor: 7.5 out of 10.

• 12-month minimum term⁷

  Counted in the score: −1

• Early-cancellation fee $99^{7, 8, 9, 13}

  Counted in the score: −1

• Auto-renews⁷

  Counted in the score: −0.5

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