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| - This is a customer service related review, not a product service review. I contacted Bulwark exterminating based upon the referral of a friend who uses Angie's list.
Bulwark is a pest control company that is highly rated on Angie's List. In considering a company, I like to look at good reviews and bad, so I can get a wholistic idea of their service. Interestingly enough there are no bad reviews. This should have been the first red flag for me. All companies have a complaint or two. No company is perfect. Bad reviews allow the consumer to identify areas of weakness of the company; as well as, analyze how well the company deals with problems. For me it's not so much of do you have complaints, as it is how you deal with them.
When contacting this company, via the internet, a representative called me within 10 minutes. I thought that was great. The representative then inquires as to your specific concerns and suggests a plan that would be beneficial to you. This is okay, as I think you need to go me out to the residence and conduct an inspection to obtain a more accurate assessment of need. Therefore, providing an estimate with the understanding that an inspection may yield a different recommendation is more in line. Additionally, allowing the customer to decide if they want to accept the recommendation.
After the representative determined service need, he quoted the rate and frequency of service followed up with a quick slam dunk of "So what credit card do you want to place that on?" I don't typically provide my credit card info over the phone, but I figured hey they are a good company, after all they are highly recommended on Angie's List.
Next, service date and times are discussed. I was offered Wednesday or Friday. I opted for Friday, and was told it would be between the hours of 8-10 am. I said okay, BUT can you make it closer to 9, as I'm at work and my husband is dropping off the children at camp and will not return until 9. The rep said fine, I'll give a 20 minute call when enroute and the rep can start outside. I don't typically function like this but again I'm thinking they are reputable because Angie's List says so.
Fast forward to Friday..,I receive a call at around 8:10 advising that he is on the way to our home. When I ask can you wait an hour before arriving, so my husband can return. The rep explains how he can't do that because if scheduling blah blah blah. I then tell the rep fine go ahead and I call my husband to determine his location...of course he's not even near the home because it's just a little after 8 and he is driving to drop our children at camp. I then call the Bulwark office and am immediately placed on hold........when the rep answers, I explain my situation and inquire as to the availability of Saturday hours. Well it takes the rep (5) FIVE minutes to locate my account using my address. She then tells me there is availability next Saturday. I tell her no thank you cancel everything AND instruct her to destroy my card info and not to use it because this is clearly not the company for me.
I do not function like that. I must make arrangements that meet our needs and not the needs of the business. I'm the customer and you will not dictate how I do business. No better way than to have bad customer service for me to discontinue/not use your services and to tell everyone I know.
I elected to use this company after speaking with a colleague and telling them I had arranged for Terminix to come out. I was immediately told how horrible Terminix is and how I should use another company, so I cancelled Terminix and went with Bulwark. I have also always heard praises about Angie's List. Ummm NOT, and to know people are paying for that deceptive service. Oh no, I will stick with my tried and true method of selecting companies and never again will I use an Angie's list recommendation, nor will I use a a service/company that ONLY has rave reviews. That is a huge red flag. Now don't get me wrong I'm not saying they should have horrible reviews but there should be some variances. It seems really suspicious at they don't.
Long and short when you are conducting business and you are unable to get a wholistic view of how they might conduct business, OR you are constantly deviating from your safe business practices, KEEP MOVING. You should NEVER allow a company that you are laying to tell you how to do business. That would be a NO. The company wants my business, so they will tailor their business to the customer.
I hope this is useful for someone.
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