I was a happy and satisfied Alterra Pest Control Company customer prior to Terminix acquiring Alterra. Terminix promise that nothing will change that customers would still receive the same good service they had received from Alterra.
The first quarterly service that was performed after Terminix acquired Alterra, our regular service technical perform the work. On April 8, 2017, the second quarterly service was performed by another technician from Terminix. He did not go around and remove current spider webs as was always performed by Alterra. He did not go around the entire house exterior to spray according to our contract and was always performed by Alterra. I had to ask him to do that. I completed a “how did we do” survey solicited by Terminix and expressed my concerns and included my name and phone number but no one called me back. Two weeks after he left, I had spiders inside and out. I had two rat bait stations that the technician removed because he said they were illegal because they had come loose from the brick they were mounted on. He took the bait stations, but did not replace them. I asked him when they would be replaced. He told me the next time he was in the area and he would call me beforehand. I waited two weeks and the bait stations were not returned and I did not receive a phone call. I called Terminix and I spoke to a very nice customer service representative about what had happen. I told him that I needed the bait stations returned and if possible, I wanted our regular technician back. He said that can be arranged but the technician was on a two-week vacation. I told him I was willing to wait. He told me that he would let his supervisor know of my request and that he would call me within 24 hours to schedule the date when the service would be performed and the rat bait stations would be re-installed. I never received a call. A couple of weeks later I call and talked again to a very nice customer service representative. She stated that she would have a supervisor call me within 24 hours. Again, I did not receive a call from the supervisor. On May 30, 2017, I again called Terminix and spoke to a very nice customer service representative. She tried to contact someone at the branch office and no one answered. She said she left phone message to the supervisors and 2 others at the branch office. She said that someone should contact me within 24 hours. I asked if I could have the phone number of the supervisor so I could call him directly because this was the 3rd time I was told that someone would call me within 24 hours and I never heard from them. She told me that they only use their cell phones and she could not give that out. I asked if I could talk to someone at the corporate office. She said that I would have to talk to the supervisor first. I voiced my concern that it appears that will never happen. The supervisor has been totally non-responsive. And again, as of June 29th I have not received a call from the supervisor.
I am done with Terminix. I have cancelled my service. Their failure to call me back, return the bait stations has shown complete disregard for the customer and a breach of contract.