In fifty years of business consulting I have never known a company so dysfunctional when it comes to customer services. A termite infestation required warranty service and corrective measures.
1) you can not reach a local office. All calls are routed to Memphis headquarters and a lengthy wait 14+minute plus is required to reach an attendant. During which you are forced to lesson to their advertisements as to service and products. The first complaint generated no response for 2 + months.
2) we conducted a google search for Senior management and left callback messages with no response. 3) conducted a state corporate investigation to find the local office principals and once identified find their private numbers. 4) once the complaint was registered it took 2 months for a contractor visit. there were 3 no shows by local managers/attendants.
5) the outside contractor was professional and joked about consumers liking him after being beaten down by customer service, he gets the job done. Hooray 6) field service attendants denied the termite problem affirmed by their independent contractor. 7) no representative would respond when asked to make an appointment. They showed up unannounced and that provoked a tenant.
8) one a customer service attendants told us to deal with them exclusively. Thereafter they did not take calls as efforts continued for 'service' nor did supervisors respond to include corporate executives. You can not find an internal office division or individual number. 9) 4 months after our customer service complaint an attendant asked if we were satisfied with repairs which were ongoing.
I asked them to check back and they did not then called adn those calls were avoided. We still have a termite problem and want to know if it will be corrected under teh extra warrantee service agreement.? toward the end, we circled back thru the process starting with local staff that were non-responsive or gave lip service.
In summary, I would join a class action suit without reservation as to Terminix intent not to services the consumer warranty protection plan. it should also be noted that the Presidents salary of 2.+ million does not guarantee customer service will live up to published advertisements.
Product or Service Mentioned: Terminix Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $5000.
Preferred solution: Let the company propose a solution.