I have paid for their annual termite package for years. I recently scheduled my annual inspection only to not have anyone show or call.
When I reached out to customer service to share my disappointment, they could not reach the branch location (Laguna, CA), documented my complaint and said a manager would call me. After 4 days, I called back only to find out no one has even reviewed my complaint. When I asked for a different branch to service my house, I was told this was not possible.
The Retention Dept offered to process a prorated refund of my annual payment, though showed little empathy or desire to retain a client. This was extremely surprising to me since I have also been a pest control customer for many years.
Though I have never been that impressed with the service from my local Laguna, CA branch (management and admin level), overall customer service within Terminix as a whole has really dropped.
Reason of review: Poor customer service.
Monetary Loss: $150.
Preferred solution: Full refund.
I liked: Technicians.
I didn't like: Management support, Customer service.