Dial A Bug Pest Control of NY, Inc.

Review: I had the most ridiculous and unprofessional customer service of my life! I never ever thought that I would even be writing this today if it wasn't only because I know how important it is to have the right people handling customer service to be able to run a successful business. I will use [redacted] - when referring about her (not to disclose any personal information) She claimed to be the manager of Dial A Bug costumer service department - hard to believe how anyone would hire someone with no peoples skills and lack of professionalism. Hopefully this letter/complaint gets to the right people. I believe I have a mice or rat..not sure in my second floor kitchen- under the sink. I have a monthly service with this company, to service my three units for roaches and to service the front and back with rat bates. The last time the property was serviced was on Sept ** of this year, only a few day before I called customer service to have them advice me in what to do with this new problem. I spoke to [redacted]. , I explained my situation. She said she had explained the problem to someone at the office and that in order to have it taking care off I was required to pay for a full service even though I just needed the kitchen on the second floor to be services for mice problem. I agreed on that payment - taking care of the mice issue was very important. The appointment was made for Wednesday, Sept ** - which was yesterday, between the hours of 12pm -4pm. Apparently there was a miscommunication on the time the service was scheduled for. This is how the problem started I guess. I called the company at almost 4pm to get an ETA. This is when I get transfer to [redacted]. and she tells me that the service was already done. So I asked, "what do you mean? what service?" I told her nobody came to take a look at the mice problem. [redacted] said that the service was scheduled between the hours of 9-12 am - clearly a miscommunication. Apparently the guy came at around 10am, he serviced the first floor apt and the rat bate again, knocked on my door, nobody answer and he left - I was still in bed. I was very confused, Not only the came at a different time according to my notes- but he did the monthly service again?? He was only supposed to treat my kitchen for mice. I tried to remind her why I did the appointment in the first place that the only reason I even scheduled the second appointment and agreed to pay like if I was getting the monthly service done again it was so someone can come to service the kitchen on the second and that I was very clear about this when I talked to her to make the second appointment only a week after the company serviced my property. SHE KEPT CUTTING ME OFF AND said she didn't want to hear what we talked about when I made the appointment . in her own word " It doesn't matter what we talked about or the reasons, that was days ago, someone was there this morning at around 10am, and he went ahead and did the service (service I did not ask for - the service was already done a week ago) you didn't answer your phone so it's not our problem." She added " I have a feeling we're not the right company for you". WOW! I couldn't believe the way she was talking to me and handling the situation. I asked to speak to her boss, and she said she was the manager and that there was no one else to talk to besides her and she proceeded to hang up the callI. According to the guy who came to do the service yesterday- whom I spoke to after he hanged up on me, he had no idea about the mice problem on my second floor unit. He was schedule to do a regular monthly service. I owned properties for almost 15 years. This is by far the worst experience I've ever had with anyone in my life. I wish I had recorded it. The company should be very careful hiring people to handle customer service. [redacted]Desired Settlement: I want my kitchen to be treated for mice and to continue to use your company to service my property. As a business owner that I am, I hope the company appreciates that I'm bringing this up to their attention. I wish I had talked and had the chance to talk to someone other than [redacted]. yesterday but unfortunately she refused to transfer me to anyone else. Best, [redacted]

Business

Response:

There was a miscommunication between the customer service representative and the customer in regards to what the time the appointment was scheduled for the pest control service. Our technician arrived between 9-12 and [redacted] was not answering her door or phone so the office moved the technician along to his next stop. The customer called back later and stated that she thought the appointment was between 12-4 and would like the technician to come back to treat her unit. Unfortunately, because it was a couple of hours later the technician was not still in the area and we told her that it would not be possible to send him back.

We have since been in communication with the customer and made a service call to the house to treat for her rodent issue. She now has a specific contact in our office that will deal with her for future appointments. She is now completely satisfyed.

Review: I called to reschedule an appointment that I scheduled with this company and upon the representative answering the telephone, she was VERY rude. As I spoke and asked questions she cut me off. She asked me why I didn't cancel the appointment when they called to confirm on Wednesday and I told her that no one called to confirm. Her response was "whatever, I have to tell management… " Little does she know, this is my second encounter with her and both times she was VERY rude. She has somewhat of an [redacted] accent and sounds as if she's tired or annoyed, which is how I was able to identify that it was her I had spoken to in the past. I am VERY displeased with the customer service and would never utilize their services again if I have to interact with her again.Desired Settlement: I would appreciate it if I would not be charged because nowhere on a paper they provided me with indicated that I had a specific timeframe to cancel. Though 24hrs would be ideal, I was not previously informed and I thought that calling first thing in the morning (seeing how mine was scheduled for the afternoon) would suffice. Lastly and most importantly, I would like if the representative would be more people-friendly or leave her job. Her attitude and the way she interacted with me is actually what pushed me to file this complaint.

Business

Response:

We will not be charging her for her cancelled appointment. In the future we would appreciate if she has to cancel an appointment she does it 24 hours in advance. It costs us money when we have technicians out in the field without enough work.

I had the most ridiculous and unprofessional customer service of my life! I never ever thought that I would even be writing this today if it wasn't only because I know how important it is to have the right people handling customer service to be able to run a successful business. I will use [redacted] - when referring about her (not to disclose any personal information) She claimed to be the manager of Dial A Bug costumer service department - hard to believe how anyone would hire someone with no peoples skills and lack of professionalism. Hopefully this letter/complaint gets to the right people. I believe I have a mice or rat..not sure in my second floor kitchen- under the sink. I have a monthly service with this company, to service my three units for roaches and to service the front and back with rat bates. The last time the property was serviced was on Sept ** of this year, only a few day before I called customer service to have them advice me in what to do with this new problem. I spoke to [redacted]. , I explained my situation. She said she had explained the problem to someone at the office and that in order to have it taking care off I was required to pay for a full service even though I just needed the kitchen on the second floor to be services for mice problem. I agreed on that payment - taking care of the mice issue was very important. The appointment was made for Wednesday, Sept ** - which was yesterday, between the hours of 12pm -4pm. Apparently there was a miscommunication on the time the service was scheduled for. This is how the problem started I guess. I called the company at almost 4pm to get an ETA. This is when I get transfer to [redacted]. and she tells me that the service was already done. So I asked, "what do you mean? what service?" I told her nobody came to take a look at the mice problem. [redacted] said that the service was scheduled between the hours of 9-12 am - clearly a miscommunication. Apparently the guy came at around 10am, he serviced the first floor apt and the rat bate again, knocked on my door, nobody answer and he left - I was still in bed. I was very confused, Not only the came at a different time according to my notes- but he did the monthly service again?? He was only supposed to treat my kitchen for mice. I tried to remind her why I did the appointment in the first place that the only reason I even scheduled the second appointment and agreed to pay like if I was getting the monthly service done again it was so someone can come to service the kitchen on the second and that I was very clear about this when I talked to her to make the second appointment only a week after the company serviced my property. SHE KEPT CUTTING ME OFF AND said she didn't want to hear what we talked about when I made the appointment . in her own word " It doesn't matter what we talked about or the reasons, that was days ago, someone was there this morning at around 10am, and he went ahead and did the service (service I did not ask for - the service was already done a week ago) you didn't answer your phone so it's not our problem." She added " I have a feeling we're not the right company for you". WOW! I couldn't believe the way she was talking to me and handling the situation. I asked to speak to her boss, and she said she was the manager and that there was no one else to talk to besides her and she proceeded to hang up the callI. According to the guy who came to do the service yesterday- whom I spoke to after he hanged up on me, he had no idea about the mice problem on my second floor unit. He was schedule to do a regular monthly service. I owned properties for almost 15 years. This is by far the worst experience I've ever had with anyone in my life. I wish I had recorded it. The company should be very careful hiring people to handle customer service. [redacted]