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| - I made a huge mistake contracting with Terminix before reading the online reviews. After going through an experience with Terminix, I can see where all the negative online reviews come from, and can validate that my experience was very similar to the other reviews I have read. Terminix is by far the worst company I have interacted with in my life and would stay as far away from them as possible.
To provide more specifics on my experience, we have a cabin that had some clear signs of mouse activity. I called Terminix to see what they could do. Of course they said with young children it was a health issue to have mice in your house so I should get the issue taken care of right away and they could do it "guaranteed". The service they provide is not cheap (north of $1000) but they said it would get the job done. They also recommended an ancillary service you can buy where essentially they check to make sure the original job they said would keep mice out worked. I brought both services up front. (I brought the second service, even though from hindsight it should have set off flares about the quality of the first service, because we shut the cabin down in the winter so I would have no way to validate if the job was done correctly.)
Since Terminix came out to do the service, (two-ish years ago) I have seen no material diminishment of mouse activity in the cabin. Trying to get customer service with Terminix is the only experience I have ever had that is worse than dealing with Spirit airlines. The first time I started to see problems with the experience was after opening the house up the next spring. I had receipts left (and I was paying for every trip out) from the service that checked on the house which essentially said that every time they came out they observed mouse activity. My assumption was that Terminix was taking corrective action given their observations. Turns out that was a very bad assumption. I called to see what they were doing about the situation, and it turns out they were "unaware" that mouse activity was being observed in the cabin. At that point I asked if the services were provided by different companies (under the same corporate umbrella), they said no and actually they sit next to each other in the same office! They said I should not have had mouse activity in the house after the original service, so they would come out and see what was going on. Upon arrival they gave me a song and dance about how the person that originally performed the service had been fired because he did such a poor job across the board on all jobs but they would fix the situation. (Why they didn't think to check his work after they fired him proactively tells you what kind of company this is.) They said that the issue would be fixed now (but it would take a few months for the mice in the house to die off), and they said it was important to buy a continuing service on the original service that they admitted was not done properly from the beginning.
At this point, I should have just cut my losses, but they hook you in with a high up front payment and relatively smaller ongoing payments. I observed no improvement in mouse activity, so I again called them, and they said they will come out again. They said the the folks had missed something but they will fix it now. Once again no difference in mouse activity observed after a few months. At this point, I tried to escalate the issue and asked for a refund so I could get somebody in to do the job right. This is where the disaster really started to get going.
I think these guys are local franchises but the call center is operated at the corporate level. The corporate guys can only have the local guys call you. They talk in call center jargon when you try to talk to somebody about call back windows ("our corporate policy is that they have to contact you within 48") and escalation procedures ("oh, the branch manager didn't call you, well we have to escalate to the regional manager, they always get this resolved within 48 hours, oh, nobody called you, well now we escalate to corporate, nobody wants to have this escalated to corporate, so they will definitely call you. Nobody called you, i don't see anything in our records that this was ever escalated, I have to start with the branch manager, and on and on and on.) Every time you call the new person has to start over with the situation, and you can never talk to anybody that can actually help resolve the issue. It is always somebody will call back in 48 hours, and when nobody does you have to start all over with somebody new.
As I am running out of characters in this review, I will conclude with, read the reviews on Terminix. From what I have seen they are all bad and I am only one more confirming data point. This is the most negative Yelp review (or any review for that matter) I have ever written because I have never engaged with a worse company than Terminix.
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