How do I cancel Prime Pest and Lawn, and is there a cancellation fee?

What the record says about canceling Prime Pest and Lawn

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

• Company statement quoting its service agreement: after the contracted year, service continues on the same billing and frequency until the customer cancels with 30 days’ notice (automatic continuation).¹⁶

  “Per the contract, "services continue on the same billing and frequency until cancelled with a 30 day notice."”

• Company statement: one customer’s initial committed period ran 9/30/24 - 9/28/25 (one year), after which services continue until canceled with 30-day notice.¹⁶

  “I see your initial committed period with us was 9/30/24 - 9/28/25 then from there services continue until cancelled with 30 day notice.”

• Company statement: the signed agreement requires 30-day written notice to stop service.¹⁷

  “On your signed agreement it states that services will continue until 30 day written notice.”

• Company statement (reply quoted in full on the BBB file): “we require a 30 day notice for cancellation”; services continue after the minimum obligation until notice is given.¹⁶

  “In response to any cancellation request, services continue until cancelled with a 30 day written notice as stated in the service agreement.”

• Company statement in an email to a Texas customer (quoted in the customer’s BBB complaint): cancellations are not accepted by message or email; the account stays active until the customer calls the office.¹¹

  “We do not accept cancellations via message/email. Due to security reasons. However, we will be more than happy to assist you via phone call. Please give our office a call.”

• Company statements on contract length: a one-year agreement for one customer (“May 30th 2025 ... through May 30th 2026”), a “24 month agreement” for another, and a “year agreement” quarterly plan for a third; the company offered to change one 24-month contract to 12 months.^{16, 18}

  “You signed up May 30th 2025 so that would go through May 30th 2026.”

• Company statement: the signed agreement contains an early-termination provision (amount not stated); the company offered to reduce one customer’s early-termination amount to $125 as a goodwill accommodation.¹²

  “The signed agreement also contains an early termination provision. Nevertheless, in an effort to resolve this matter amicably, Prime is willing to reduce the early termination amount to $125 as a one-time goodwill accommodation.”

• Complainant: emailed to cancel and was told to call the office; then waited for a cancellation-services callback.¹⁶

  “I initially emailed them asking for them to cancel my service, and they said I would need to call the office”

• Complainant (for a 95-year-old customer): the company would not let the family pay the stated $370 cancellation fee and required the customer to call personally.¹⁸

  “I then offered to pay the stated cancellation fee of $370 in order to resolve this matter immediately. I was told this was not allowed and that my 95-year-old father-in-law would need to personally call to cancel the service”

• Reviewer: the company will not accept cancellation in writing and requires a call.¹⁹

  “They won't let you end anything in writing. They want you to call, but never return your calls.”

• $299 cancellation fee demanded; complainant says she was told the term was 12 months but it is 24.²⁰

  “they refused to allow me to cancel or close my account unless I paid a $299 cancellation fee.”

• $311 early-termination fee demanded on what the company called a two-year contract.¹¹

  “the company claimed I signed a two-year contract and demanded a $311 early termination fee”

• $399.99 cancellation fee demanded.²¹

  “The company informed me that I could not cancel without paying a $399.99 cancellation fee”

• “300 to cancel”; contract not mentioned at the sale.²¹

  “They dont mention contract. 300 to cancel”

• $250 to cancel (company later offered $125).¹²

  “To cancel, I'd have to pay 250.00.”

• Almost $400 to cancel after being told there was no cancellation fee.¹³

  “I was then told it would cost almost $400 to cancel.”

• $400 to cancel.¹³

  “To the tune of $400 to cancel.”

• $350 to get out of a 2-year contract.¹³

  “have to pay $350 to get out of this contract.”

• $399.00 termination fee charged on cancellation after the first visit.¹⁸

  “it was not without charging me a termination fee of $399.00”

• $399 early-termination fee quoted.¹⁸

  “or i could cancel early for a $399 termination fee.”

• $490.09 to cancel a two-year weed contract the customer says was presented as a free trial.¹⁶

  “the company is now willing to cancel the contact providing I pay $490.09.”

• $200 cancellation fee.²²

  “$200 CANCELLATION FEE”

• $299 to cancel; told it was a two-year agreement.¹⁹

  “they want to charge us 299 to cancel. They said we were signed for two years.”

• A little over $400 owed after canceling.²³

  “Now I'm having to pay a lil over $400 for a service that I'm not even going to be receiving.”

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. Prime Pest and Lawn’s score on this factor: 3.0 out of 10.

• 12-month minimum term^{16, 18}

  Counted in the score: −1

• Early-cancellation fee $200^{11, 12, 13, 16}

  Counted in the score: −2

• Auto-renews¹⁶

  Counted in the score: −0.5

• Phone-only cancellation^{11, 16, 17, 18}

  Counted in the score: −0.5

• Customer accounts of terms misstated at the sale (10 documented)^{12, 13, 16, 17}

  Counted in the score: −2

• Customer accounts of reps ignoring no-soliciting signs or knocking late (3 documented)^{13, 15, 18}

  Counted in the score: −1

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