Royal Pest Solutions

Very thorough inspectionFair pricesCarpenter ants were gone after one treatmentQuick response when I called and needed themVery pleasedVery polite, professional and knowledgeable folks

After being a satisfied customer for several years, that all ended with some very poor customer service recentlyI became a customer initially ONLY because they advertised that they are "planet friendly" and use organic, non-chemical treatmentsThis appealed to me as I will not use chemicals even on my lawn, let alone in my homeMy previous tech as well as the inside scheduler were magnificent; in fact, when they made changes and assigned me to different people in both areas, I requested they change me back to my original pair which they did All went smoothly until a couple of months ago when I was told that both my tech and scheduler were no longer with the company and a different tech was sent outHe had to drive an hour to my location, and while I was getting him updated on the layout of our home and discussed what we used to have done, I sensed I might need to mention that we don't use chemicals in (or outside of) our home since he had said nothing about eitherHe was clueless! So, the MOST IMPORTANT detail of our history had been overlooked by both him and by the inside staff who should have had that detailed in our notesI felt bad for him since he didn't have the proper tools for our job, and had to send him on his way, but was that my fault? Since he also acted as if what I was talking about was really rare, I began wondering if we had had chemicals sprayed all the while After that, I called to speak with someone in management and was transferred to Sonny, the general manager who apologized, looked up our account, and assured me that I had had organic/non chemicals used for the most part (we did have one area which needed traditional means)He was attentive and apologetic, and promised to send someone else out (prepared, I thought) to do the service and at no cost for our troubleBecause of him seeming to be responsive and taking care of the matter, I was satisfied and looked forward to better days aheadUnfortunately, they were not to come A week later the next guy came and right away, without the overview I spent the first time, I asked if he had the organic sprayThis tech didn't even KNOW what I was talking about, like there wasn't such a thing! I was incredulousWe even went round and round with him asking me what I was talking about, and since I couldn't explain it any differently, I thought to call the company so they could tell him themselvesNot believing this was happening, with a company whose tag line is "planet friendly", I asked him for his company's phone number so I could get someone on the line who could tell him what to useHe replied that he didn't know his company's number (!) and then, possibly afraid I was going to complain about him (I wasn't, but I needed his company to tell him what was used in our home) he threw a business card on the table and walked out, even cursing as he left! After this, two different techs not knowing about their company's product and our client's past usage, I was going to send a letter to the owner of the companyInstead, my husband, after hearing the unprofessionalism that was demonstrated and how I was treated, instead called the same manager, Sonny, and spoke with him He (Sonny) promised my husband he would call me and take care of the matter, which he never didIn the meantime (over a month had passed), I decided that I wasn't going to use them anymore with this kind of serviceTHEN, yesterday, I get a letter in the mail, the same day as a robocall letting me know that service for my home was scheduled in two days! Thinking the letter would explain why they took it upon themselves to schedule another call after all the trouble, I open the letter, anticipating an apology, or at least a mention of a resolutionImagine my shock when it was a letter from the VP of Operations announcing they are raising their rates by 5%!

After being a satisfied customer for several years, that all ended with some very poor customer service recently. I became a customer initially ONLY because they advertised that they are "planet friendly" and use organic, non-chemical treatments. This appealed to me as I will not use chemicals even on my lawn, let alone in my home. My previous tech as well as the inside scheduler were magnificent; in fact, when they made changes and assigned me to different people in both areas, I requested they change me back to my original pair which they did.
All went smoothly until a couple of months ago when I was told that both my tech and scheduler were no longer with the company and a different tech was sent out. He had to drive an hour to my location, and while I was getting him updated on the layout of our home and discussed what we used to have done, I sensed I might need to mention that we don't use chemicals in (or outside of) our home since he had said nothing about either. He was clueless! So, the MOST IMPORTANT detail of our history had been overlooked by both him and by the inside staff who should have had that detailed in our notes. I felt bad for him since he didn't have the proper tools for our job, and had to send him on his way, but was that my fault? Since he also acted as if what I was talking about was really rare, I began wondering if we had had chemicals sprayed all the while.
After that, I called to speak with someone in management and was transferred to Sonny, the general manager who apologized, looked up our account, and assured me that I had had organic/non chemicals used for the most part (we did have one area which needed traditional means). He was attentive and apologetic, and promised to send someone else out (prepared, I thought) to do the service and at no cost for our trouble. Because of him seeming to be responsive and taking care of the matter, I was satisfied and looked forward to better days ahead. Unfortunately, they were not to come.
A week later the next guy came and right away, without the overview I spent the first time, I asked if he had the organic spray. This tech didn't even KNOW what I was talking about, like there wasn't such a thing! I was incredulous. We even went round and round with him asking me what I was talking about, and since I couldn't explain it any differently, I thought to call the company so they could tell him themselves. Not believing this was happening, with a company whose tag line is "planet friendly", I asked him for his company's phone number so I could get someone on the line who could tell him what to use. He replied that he didn't know his company's number (!) and then, possibly afraid I was going to complain about him (I wasn't, but I needed his company to tell him what was used in our home) he threw a business card on the table and walked out, even cursing as he left!
After this, two different techs not knowing about their company's product and our client's past usage, I was going to send a letter to the owner of the company. Instead, my husband, after hearing the unprofessionalism that was demonstrated and how I was treated, instead called the same manager, Sonny, and spoke with him.
He (Sonny) promised my husband he would call me and take care of the matter, which he never did. In the meantime (over a month had passed), I decided that I wasn't going to use them anymore with this kind of service. THEN, yesterday, I get a letter in the mail, the same day as a robocall letting me know that service for my home was scheduled in two days! Thinking the letter would explain why they took it upon themselves to schedule another call after all the trouble, I open the letter, anticipating an apology, or at least a mention of a resolution. Imagine my shock when it was a letter from the VP of Operations announcing they are raising their rates by 5%!

After repeated problems with Royal Pest Solutions' billing department, I terminated services on 12/30/2015. Case in point, I received a “friendly reminder” that I had an unpaid balance of $72.00. When I called today, I was told that was an error. I only owed you $36.00 for the month of October. Yet my account was paid in full for November and December. By my records, I was paid in full through December. Plus, why would October’s bill be left unpaid when two payments of $36.00 each have been sent since then? In fact each time I contacted Royal about a billing problem I was told a payment from several months prior was not received. This all sounds very fishy to me, but with my final payment of $36.00 that I grudgingly sent them, it is no longer my problem.
While their billing procedures have always been a little off, since they switched to sending the bills via email, the problems have increased. I finally got so frustrated that I requested they send the bill to me via USPS again. That switch back to paper billing was around the time of my supposed missed payment.
Let me end by saying that I was always pleased with the technicians they sent to our home. They were always courteous and informative. It is a shame I can’t say the same for the people at their home office. Every time I have called with a question about billing, I have been told that the notice I received was somehow in error. Once it was completely in error. When I ask how this keeps on happening, there is no clear response, just an icy “sorry” or today’s “You don’t owe us $72.00, but you still owe us $36.00. Do you want to pay us now?” Royal really needs to consider putting their home office employees who interact with the public through the same customer service training as their technicians.
When asked about their service by neighbors, I have always recommended Royal. Sadly, I will not be able to do the same in the future.

Very thorough inspection. Fair prices. Carpenter ants were gone after one treatment. Quick response when I called and needed them. Very pleased. Very polite, professional and knowledgeable folks.