I hired Orkin's Lenexa/Overland Park branch to address an active German cockroach infestation. The technician who came to my home was courteous and did perform an initial treatment, placing bait, monitor boards, and other products. My concern is not that no work was performed--it's that the follow-up process that was described to me never happened despite my repeated attempts to obtain it.
The service report identified the visit as a "PC 1st Service" and stated, "We will see you again for your next pest control service."
During the appointment, the technician explained that cockroach control requires monitoring over time. He told me they would return in about two weeks for another walk-through because they needed to observe the infestation before determining whether additional treatment was necessary. He explained that monitoring would help determine the level of infestation and whether retreatment was needed.
During the initial treatment, I specifically requested that the technician pull out my dishwasher and stove so those areas could be treated because I believed they were likely harborage areas. The technician did so and applied treatment behind both appliances.
I also told the sales representatives that I believed I had cockroaches in my attic because I had observed activity there. They told me they would pass that information along to the person responsible for my account so it could be addressed as part of my service.
That matched what I read on Orkin's website, which advertised free touch-up visits, off-schedule return visits, and that if pests returned between treatments, an Orkin technician would come back at no additional charge.
Unfortunately, after the initial treatment I continued seeing significant cockroach activity. Over the following weeks, I made approximately fifteen phone calls trying to discuss the infestation, the effectiveness of the treatment, the reported attic activity, and arrange the follow-up that had been described. The department responsible for my account frequently disconnected my calls, and although the Lenexa sales department repeatedly assured me someone from the local branch would contact me, I never received a return call.
Because I couldn't get anyone to discuss the treatment, evaluate the results, or explain what the next step should be, I eventually disputed the initial charge through my credit card issuer.
After I disputed that first charge, Orkin submitted a second charge for a different amount without contacting me beforehand. I disputed that charge as well, and both disputed charges were ultimately refunded by my credit card issuer.
Despite my repeated attempts to obtain communication and follow-up service, no one from the branch contacted me to address the unresolved infestation concerns, discuss the requested follow-up evaluation, explain the additional billing, or clarify the status of my account.
About a month after the first treatment, a technician unexpectedly arrived at my home without an appointment that I had scheduled. By that point, none of my calls had been returned, no follow-up evaluation had occurred, and the billing issues remained unresolved, so I declined the visit.
I believe effective German cockroach treatment requires communication, monitoring, and follow-up--not just the initial application of products. Had someone simply returned my calls and provided the follow-up process that had been described to me, I believe this entire dispute could have been avoided.
My experience with the local branch was disappointing because the biggest problem wasn't the technician--it was the complete lack of communication after the initial visit. I never received the monitoring, follow-up evaluation, or ongoing support that I understood I was purchasing based on both the technician's explanation and Orkin's published guarantees. read more
