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  • Two stars just because when they show up we don't have any bug problems. Only two stars for the same reasons in all the other Yelp reviews. Simply put they don't do what they say they are going to do. Perhaps if they focused less on marketing to new customers and more on their existing customers the Yelp reviews would reflect better customer satisfaction. Knowing of the scheduling challenges they have I make it a point to call the office and schedule my next visit right after they come spray. I always follow up the week prior to confirm. Additionally, I have referred numerous (not going to refer again) people to them some who live in my complex. So when they come out they treat three condos at the same time. This has to be a VERY profitable stop for them as it only takes an hour to do all three places. Since I schedule so far in advance and confirm the week prior I ask to be the first stop which is typically not a problem. This Saturday was a horrible experience. They were confirmed to be the first stop. Knowing they start at 8:00 I normally get a call around that time or shortly there after. At 8:30 I called the office to see what the deal was and had to leave a voicemail as I do every time I need to schedule. (see other Yelp reviews about their inability to pick up the phone). I called again at 9:00 and actually got a live person who said they had been "trying" to call me. The person on the phone who was plenty nice said the tech called out sick and they would need to reschedule as there was not anyone available in my part of town. I explained that I booked this two months ago, confirmed on Wednesday, made arrangements to have my dogs out of the house as well as access to two additional neighboring condos. Not to mention I had just referred them another new client. After 10 minutes on hold they found someone that could come in the afternoon. They promised he would call at 2:00 and give me an ETA. Initially he would arrive between 2:00 and 6:00. I let them know I needed to have him here by 4:00 or would need to reschedule. I was told that they would move some people around and could make 4:00 happen. To no surprise 2:00 came and went, as did 3:00 and 4:00 and finally I received a call around 4:30 from the tech stating he would be there around 5:30. The people are all plenty nice and I gather the are just put in a situation that is hard to deliver the promises of this "premium" company. It is too bad their customer service is not what it used to be. They have a great product and do good work it is just difficult to schedule and contact them which should something any business with customers figures out and gets correct. I hope they can get back to their old ways.
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