ComplaintsforExodus Exterminating, Inc.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early in July 2023, I contacted a website to get rid of a wasp's nest located under the eaves at the rear of my house just above a vent to my attic. I was put through to Exodus Exterminating, Inc. ("Exodus") and explained that I wanted the wasp's nest removed from my house. The representative quoted a price of $221.40 to get rid of the wasp nest. On or about July 14, a person from Exodus came to my house and sprayed the nest with some kind of poison and said someone would be back in about a week after all the wasps were dead. I called twice to try to schedule a day that the exterminator would get rid of the nest. Exodus finally set a date for Tuesday, July 25, 2023; the person came to the house with a stick to get rid of the nest, but was not able to do anything but knock a whole in the nest. I called again to try to schedule a time for someone to get rid of the nest. However, this time I was told that they did not have the proper equipment to reach the nest as it was too far up on the house to reach with their sticks. So, for the safety of their employees, my only recourse is to wait until the nest disintegrates, or the weather knocks it down. I was told the wasps were dead so I should be satisfied. I am not satisfied in the least. I was assured the company was capable of removing the wasp nest, but it appears that is not the case. Whether or not Exodus can remove a wasp nest depends on where the nest is located on the house. I was not told that when I hired Exodus. Exodus deducted the $221.40 from my checking account on Saturday, July 15, 2023. I have tried multiple times to resolve the situation, but it is like speaking with robots with pre-written scripts. I either want the wasp nest removed from my house without implied damage to my house or I want my money refunded so I can hire a company that has the capability to remove the wasp nest.

  Business response

  07/27/2023

  Hello,

  ********* ***** called the office on 7/12 about a wasp nest on her home. on the original call all she mentions is that she has a huge hornets nest that she needs taken away. My CSR then explains two options of service one for a single nest and one for full home protection. On the phone call ********* Agreed to the single nest option. My CSR then explained that we try and make stinging insects a priority service and he was going to reach out after he talked with scheduling. we were able to respond on the 14th which was the date of her first service. 

  Our procedure is to go back to a home in 1-2 weeks after initial application (time for all wasps to die off) to remove the dead nest if possible. although the nest was located in the peak of the customers home we went back on 7/25 to rewove the nest. My technician was able to remove all the honeycomb from the peak and all that is left is the remanence of the nest that is stuck to the home. in essence there is no "nest" left on the home. to remove remanence from the home would be unsafe conditions for my technician and at the same time lead to possible damage to the customers home. 

  When she called on the 26th the WO notes from the removal on the 25th had the office confused and we mentioned we needed to reach the technician because there seemed to be two sides to the story.  She first talked with a CSR who put her on hold to talk to a supervisor. When my floor supervisor got on the phone and tried to explain what my techs could safely do and not do. ********* stated that's not what she pad for and she was promised the nest would be removed. Although this may be what she wanted this was never a part of any conversation when she agreed to the service. 

  ********* was very rude to the CSR supervisor on the phone and was calling her stupid for simply explaining procedure and saying she needed to reach our technician. My CSR then ended the call because the customer wouldn't stop berating her. ********* called back a few minutes later and the call was escalated to myself. Again, ********* was argumentative and did not want to hear any side of the story other than her own. we went back and forth and i explained that we still needed to reach our technician for clarification. our technician then told us she was able to remove the majority of the nest except what was stuck to the home. 

  we are an exterminating company and get paid to exterminate unwanted pests. We showed up when scheduled, eliminated the wasp nest, came to remove the nest and sprayed area again as a precaution. we are not a cleaning service and some responsibilities do fall on a home owner. ********* was told if it was bothering her how to get rid of the remanence or wait for the weather to take care of it on its own. She was making assumptions that the nest being left would attract wasps to rebuild which is not the case. Either way the majority of any nest has been removed and the customer is warrantied for this area of activity for 6mo.

  in my opinion this customer is making a semantic argument to justify her own expectations of service and what she agreed to. her argument is based on the fact that she agreed to something we didn't follow through on but that is not the case and why we record calls. I do have the recording if needed but it has CC info mentioned which is why i didn't attach the file.

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