Business ProfileforPest Control Solutions, Inc.

I was a long time customer with pest control solutions I recently had a problem with the service technician and when I contacted Steve at pest control he asked me to explain what had happened, and when I explained it, he started talking over me, saying that he had problems with me in the past, and that one of his technicians Gerald had brought several text out, to show them the scope of my pest problems because I was a so called difficult is a damn lie and if that was the case, he shouldn’t of kept me as a customer .. I am upset that he was speaking for Gerald, who was my tech for a long time, and we never had a problem. We actually had great conversations when he came out and was an excellent technician, and the technician before himt we became friends and still are, unfortunately, he left the company but it’s good for him and his wife pest control solutions has been going through keeping regular technicians in the past year. They don’t care about the customer. I have referred to my neighbors their company and always talked highly of them but you have a problem and try to talk to him about it he becomes defensive instead of working with the customer, and finding a solution, thank goodness. My neighbor was over when he called, and I put him on speaker to vouch the way he was talking never let me get a word in edgewise, and when I told him that he was telling me oh, I couldn’t hear you cut. You were cutting in and out never once. He Did not once say that in the conversation. he just kept talking over me. They are not loyal to customers or their technicians. I have canceled them and found another service recommended by another Neighbor. I’m sure he’ll write some response lengthy response like he does for everybody else. What a great guy he is and his company and how they try to resolve problems which is not accurate so spare yourself the ** and find a reputable company that’s been in business a long time and services, southern Highland customers with respect

In response to Jayne ******* review, she is correct in noting that PCSI has had to change her service technician three (3) times within the past 18 months due to a promotion of her favorite technician Gerald to Residential Service Manager, and a couple of staffing issues with his replacements. It is understood within our office that Jayne prefers her service executed in a certain way and does not appreciate when and if we are required to change her technician. When we needed to change a technician, Gerald made sure to accompany the new technician to Jayne’s house, introduce them to her, and explain exactly what she expects when her home is serviced.  This process was followed twice, and each technician ended up being moved off the route – one due to a vehicle accident and the other moved out of state.

In an effort to make sure that the route was adequately covered, we hired a service technician from a different pest control company (with many years of experience) to take over the route. The technician was able to pick up the route with ease; however, our office made the mistake of not having Gerald accompany the seasoned technician to Jayne’s house to meet her first and receive the specific instructions on what time she likes her technician to arrive within the 2 hour window, that she requires that he call her when in route (even though she had just spoken with the office and a representative let her know that the technician was in route), and how she prefers her home to be serviced.  The technician arrived and completed the service; however, he arrived late due to being held over at the home scheduled prior to hers. This upset Jayne and she felt the technician didn’t know what he was doing because there is a certain way that she likes her home to be treated. 

As the operations manager, I apologized and offered to have Gerald take care of her service, but then the phone went dead.  After the phone went dead, I texted her the following:

“I’m sorry you felt that I was being disrespectful and talking over you. For some reason, I can barely hear you on my phone and it keeps going in and out, but I understand you’re upset and you want to cancel your service. Do not pay your bill. I’m going to credit your account and I’m going to send you $50 from your prior service as a credit and since you’ve already paid that I will send you a check in the mail for the service. I appreciate your business and I wish you the best. Please understand that we try to make everyone happy, but I understand you did not like this technician, and we could have always changed a technician, but I will go ahead and send your money back and wish you the best.”