If I could give less than 1 star I would. This company shouldn't even be entitled to the star rating scale. (Let's come up with a new rating system for crappy businesses and instead of stars, we use piles of...)
Last year towards the end of the season (2020) one of the young techs accidentally backed his truck over our landscaping. I called the company to ask if they would fix it. The manager, Brian Walker immediately denied culpability saying that they don't damage property. Fair enough claim, maybe they hire perfect superhumans who never-ever make mistakes--oh wait that is a Netflix series. I told him I could take a picture, he provided his email. I sent the picture of 3-4 inch deep tire marks and the smashed plants. I thought, he then had undeniable proof, but he adamantly said it wasn't his tech. I told him I have video. I sent him the video. Begrudgingly his company took responsibility and I wanted them to fix their mistake, Brian first said give it a week, and it should grow back. In a week, the plants looked even worse. (Stick to killing bugs or start a business where you are good at killing flora; you are no Green-Thumb!) I called back he said they could offer 1 free treatment ($45 value). I said no. (I have 1 month of no mosquitos, but every time I go up and down my driveway, with never once running over my plants, I might add; I will see the tire marks and dead plants). That was unacceptable.
Eventually they sent out a friendly tech and Mr. Walker was supposed to come out as well, but "something came up," (something more important than an apology?) Upon rectifying the damaged plants, I was then informed by Mr. Walker that I was no longer welcome as a customer. So I wrote a similar review as above. No later than 4 days later I get a phone call from the assistant for the owner of Bug-off, Don Edwards, and he wanted to speak with me.
I spoke with Don and he seemed to side with me and verbally agreed that Mr. Walker was in the wrong for terminating our business relationship. Don said he would take me back the next season (2021), that is if I removed the negative review. And so I did. He gave me his word. I understand its hard for small business owners to attract customers and for a customer service manager to take steps to reduce the customer base out of spite, is pure ignorance.
Fast forward to Spring 2021. I thought I would give Bug-Off another chance, save me the time from shopping around for a commoditized service, and Don seemed like a nice guy last year, we parted amicably. I called the number above to initiate service, and something was odd. Instead of the customer service rep saying when they'd be out, she said her system was down and could not get me a quote (??), and she would have to check with her manager on pricing. (Since when do you need a manager to give a price quote for spraying mosquito mist? Why would I be getting a "new" quote anyways?) I brushed off the response, but don't patronize me, its customers like me that help pay your salary. So, I get a call back from Bug-Off, and I missed the call. I check my messages and the customer service rep told me they are refusing me service for Mosquito treatment.
I wasn't surprised. Clearly, I wasn't a great client, after all I paid on time and I complained 1 time about his employee killing my plants and asked them to fix it. They are out less than $100. Don Edwards can't be spending an additional $80 on customers, every time his employees screw up, or else he'd be out of business. Being in business for 17 years, he probably knows a few things about running a "great" company, and that is to do what is in the best interest of himself. (Ironically, any other successful business from retail to tech unicorns ALL put the customers first).
What is surprising, is that Don reneged on his word. As a small business owner, he doesn't have the marketing budget to compete with household names like Terminix or Orkin (which has competitive prices) or Massey, which advertises on the Radio, or Northwest or Arrow that have billboards all around town. All Don has is his word and "great" service - and he has failed miserably on both.
Customers be ware. I can't imagine this is an isolated incident, so don't say I didn't warn you that: if Bug-Off screws up and ticks you off, you will have a similar fate and be mistreated-its their company culture.
Alternatively, try bundling your pest control services to include mosquito treatment, you will get a discount. If you are in the market for just Mosquito misting or abatement, I will save you the Googling: Mosquito Joe, Mosquito Squad, MosquitoNix.
I trust you will make the right choice and take your business elsewhere. read more