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| - Customer service? What customer service? We don't need no stinking customers... at least that is the attitude of the office staff.
Our initial experience with Rodent Proof, in May 2011 was very good. We had seen evidence of rats in our yard; cored out fruit mostly. When we called Rodent Proof, they seemed very professional, showed up on time for their appointments and did a good job at trapping the rodents (which were in our attic) and advising us on prevention measures. They guaranteed their work for two years, and said that even though we were planning to re-roof, that the re-roofing would not affect the rat proofing.
We called them again in October 2012 because we had again seen evidence of rats again; there was cored out fruit in our yard. We made an appointment for a two hour window in the morning. My husband stayed home and no one showed up or called. My husband then called Rodent Proof and was told that the tech would call him. No call. My husband called at the end of the day, got the answering service and was told that the message would be relayed to Rodent Proof.
We did not received a call the next day, so on the following day I called the office to find out what was going on. I was initially told that we must not have called the right number, because the woman in the office was "the only one who takes calls". When I gave her our name, she saw that "a new girl, who has now been fired" had taken the calls but kept no notes.
At this point the whole conversation broke down. Instead of apologizing for the miscommunication and setting up a new appointment (which is what I would have expected) I was enlightened as to how busy the techs were and how they weren't going to come out just because we saw rats in our yard. When I tried to explain that we wanted our house checked, not the yard, I was asked what made me think that we had rats in the house. I pointed out that the evidence in the yard was the only thing we had had before.
The woman on the line did not seem willing to make an appointment for me, send anyone out or even acknowledge that it was an inconvenience for us to have stayed home from work to wait for technicians who didn't show up or call. This was really surprising as I didn't realize that I had to prove I had a rodent problem before we were worth their time. I don't know if this was because our house should have been under warrantee, or for some other reason. I finally got tired of her letting me how unimportant my business was to them and told her that since Rodent Proof did not seem to want our business I would call someone else. I then disconnected.
I am sorry that I did not get the name of the woman. Hopefully Rodent Proof will train their office staff to be more helpful to returning customers and their technicians to either show up or call to inform customers that they are late. We would have been a repeat customer (even if the work did not wind up under warrantee) because we had had such a good initial experience.
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