Home Paramount in Virginia Beach has been my pest control company for some number of years and it is recently that I have discovered an issue with my rental property in Virginia Beach (3541 North Crestline Drive). I pay quarterly for pest services and yearly for termite protection.
Tuesday, January 16, 2018, I received a call from one of the inspectors, Jimmy Lowe, who told me there was a "major" infestation in the attic and under the crawl space of rats. He did say that my pest company had set traps and bait in the attic and that these items were ineffective and should not have been used. He proceeded to let me know he had taken photos of the damage and would be sending them with an estimate of the work that would need to be done to rid the home of said rodents. The estimate was for more than $10,000.
In addition, he shared all this information with the tenants before informing me or the property manager of the issue. The tenants are very upset and I cannot blame them for the employee's unprofessionalism and manager's lack of action.
I called on Friday, January 19, and spoke to an employee who I thought was the manager who said she would get back to me on the issues by Monday after speaking with my technician and the inspector.
There was no return call. Monday afternoon, I telephoned the office again. At this time, I spoke with Tatiana who knew some of the details but did not recognized the individual's name I had spoken with the week prior. She listened and discussed the information about the property. The technician had inspected the property in August and again in December. At the end of our conversation, she agreed to contact the Regional Manager and call me on Wednesday morning. I then called her back and ask that she have the technician go to the property and remove what I was lead to believe was "many dead rats" in the attic. She did this and it appears there was only one dead rat to be removed.
When I did not hear from her on Wednesday, I called and left a message. This was repeated on Thursday and Friday until she answered the call. During this call it was clear that following up with the Regional Manager on the issue was something she felt was not necessary or urgent. "All matters forwarded to the regional manager are priority." When I told her that my tenants were upset by the lack of action, she wanted to know why. It was then I requested the name of the Regional Manager, East Coast Division and phoned him. He too was not available and I was told a message from me was left on his office and cell phone.
If the property was so overrun with rodents, I cannot understand why this information was NOT shared with me, the owner of the property, and client of Home Paramount sooner. I have paid for 10+ years to insure my property was pest free since my husband (Commander in the U.S. Navy) and I were sent out of the country over 6 of these years.
It is Home Paramount's pledge to provide "Quality and Value"; that they are dedicated to excellence and that "Customer Service is Paramount with Us". Are these simply marketing words or do they really do this. In my case, they have fallen short of the above.
I now have a home "overrun" with rodents that Home Paramount has made no effort to exterminate and now want me to pay more money to eradicate. Why would I pay you more money to do something that should have done as regular work? Why did you not feel the need to let me know of the issue before it was intolerable and the only way to rectify the situation was a staggering amount of money?
As I told Tatiana, I expect Home Paramount to take some responsibility for your non-action in this situation. Since you certainly bear a large part of the responsibility in this matter. However, it appears they are refusing to take any action at all.
I will telephone until they respond and take the needed action necessary to protect my property and rid it of the rodents which I do believe is what I have paid for. read more
