Oahu Terminix Everytime I call the 1800 # they will say they're not able to make an appointment so they have to email the local branch. I started my service in August.
So far I have called once a month since then to check rodents again. The last time I called November 15 (Tues), they said it takes about 24-48 business hours for someone to call me back to verify the appointment. Ok, so I waited until the 18th (Friday) and haven't heard anything. They said because it is the weekend I have to wait again.
I called again the following day, 19th (Sat) because the sounds of the rodents were really bothering us. Didn't hear anything from Nov 21-23, so I called again to follow up on the 23rd (Wednesday) and really disappointed already at this time. Come to find out the Service manager, which is James was out on leave. They have also forwarded my issues to the Branch manager (George) and to Regional manager (Ed Brown).
Finally a manager from Lahaina I believe her name is Kayley called me back that same day on the 23rd. But because it is Thanksgiving weekend, they cannot do anything about it. She mentioned thought that someone will come out on Saturday, the 26th but no one showed up. November 29th when someone finally came.
But then again today December 2nd, just saw a rat (not only that we can hear from the ceilings and walls). I called again 1800# but system was down and it may take up to 3 hours. I think as a paying customer that I need to get a better customer service and get the service that we are paying for. Your advertisement "Protection you can count on.
100% satisfaction or your money back. If you're not happy with our service, we'll keep working until you're 100% satisfied, or we will credit or refund the cost of your last service."* I mentioned this to Kayley to the Lahaina manager that called me. Would you keep paying something if you are not getting the service that you are paying for? She said regardless of I'm getting the service or not that I will still have to pay because the loan is through a third party.
And I also have the impression from her that because it's only been a week or so that I haven't getting the service that I have requested that it is not a big deal. Very very disappointed with customer service as well as the local branch. Regardless of the service manager is on vacation, there should be someone in charge of who is supposed to be responsible. I do not even get a call back to get someone to apologize.
Not that I want someone to say sorry to me, but as myself with customer service I do have experiences to deal with different situations. The person that actually contact the local branch for me to make sure someone calls me back is Christie that I spoke from 1800# on November 23rd.
Product or Service Mentioned: Terminix Manager.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.