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Terminix

Terminix • Complaints --- • Terminix Pleads Guilty To Assault In New Jersey Case • Terminix Settles with New Jersey • $759,000 NY Penalty

Nala of Ojai, CA November 21, 2009

I started working for Terminix just the last few months. I had seen their numerous ads, but was suspicious and therefore never applied. I finally did apply, via an employment agency who did not identify the prospective employer in their internet ad. In my first week. I realized that Terminix is one of the most evil corporations in the country. I immediately told all of my friends to avoid them like the plague and to tell their freinds to do the same. In my 2nd week, I came up with a nick-name for the company.

Some customer complaints I hear are a bit silly....not being able to come out when they demand it (there are other customers ahead of you and yes, you do have to wait your turn. Welcome to the REAL world!), but I've seen a ton of billing problems since my start...most of them justifiable complaints. They have this bizarre phone system that will connect someone to another branch, even if they call their local one. The premise is that it's better for the customer to get a live person, rather than voice mail, but the CSR's are not allowed to anounce which branch they're at when answering the phone!

Another premise is that any CSR in the country can help the customer, but then the overly and unncessarily complex computer system will only allow an employee at the customer's home branch to make certain changes! So much for "Complete" customer service! Furthermore, they treat their employees like slaves...no hourly pay for salespeople (not unusual, but not justifiable, either), heavy work loads for techs (up to 14 hour days in the summer) and their CSR's are severely under-paid. Files are stacked everywhere in a branch, and if you need to find one, it's basically a crap shoot (NO electronic filing! It IS the 21st century now!).

NEVER in my life (over 50 years) have I worked for a company whose goods or services I could not recommend to anyone...but I have finally found such a place, and it's name is Terminix, a division of Service Master (as in "Service to The Master").

John of Windsor Locks, CT November 9, 2009

WORST EXPERIENCE I HAVE EVER HAD FROM A COMPANY! What you read here is ABSOLUTELY TRUE and THEY ARE NOT ISOLATED INCIDENTS! This company is completely unethical, is profit driven and has absolutely no regard for customer's concerns or time!

My ordeal began when my house qualified for the so-called "Terminix Ultimate Protection Guarantee" through the Windsor, CT office. Once you pass the initial inspection, it supposedly covers all expenses for termite treatments and new damage if during the contract period termite activity is discovered. Following an inspection that discovered termite activity 4 months after the initial inspection, I was suppose to receive a phone call from Dave, the service manager in the Windsor, CT office to schedule treatment. I was very reasonable in the times that I called back each time to leave a message. Well, I did not receive any calls from this so-called service manager for one full month and only after I called 6 times over these 4 weeks, left 6 messages through 4 different offices, and had an email sent to this guy from another office did I "by chance" catch him in his office. He said that he could "squeeze me in" the next day.

A tech came out but it was obvious that the visit was to drill a few holes and be done with it just to get rid of me. Any reputable exterminating company will tell you that spot treating for termites isn't effective, so I explained that the length of the slab should be treated to ensure that the problem is fixed (I even offered to pay for a full treatment). We agreed that I would prep the floor for treatment (laminate) so the process of drilling and injecting could go quickly on another visit, and I would call "Dave" to reschedule once I was done removing the floor in those areas. I was reluctant in agreeing but went forward with the plan anyway since I thought that maybe it would at least be done properly.

I prepared the area by removing the flooring and called to schedule a treatment but once again, I had to leave a message for "Dave" which resulted in NO return phone call after 3 days. Needless to say, I cancelled the contract and hired a reputable company (independent) that didn't ignore me or avoid me like the service manager did at Terminix. The company I ended up hiring was very professional, on-time and treated my house properly and thoroughly to ensure that the problem was fixed.

If you think that maybe you will be one of the lucky ones if you decide to go with this company, let me say one thing: the odds are stacked against you. They will NOT provide you with the service needed to address your termite problems. If you need verification on this spend 5 minutes of your time researching "Terminix Complaints". You will quickly find out that their track record for poor customer service and unethical practices is widespread and very common.

Don of Tampa, FL October 7, 2009

I have never seen such bad business practices in all my life. If this is the way Terminex conducts its business, then people need to be concerned about any work Terminex does, or words they say. I opened my account with Gary S. from Terminex, in Tampa Florida. The contract is for bug and termite protection, and the cost was for 719.04 for one year. The amounts of 59.92 to be debited from my checking account each month using EasyPay. The 59.92 represents 33.25 for the termite piece and 26.67 for the bug side, total 59.92 each month.

The initial inspection was conducted on 09/10 by a Terminex associate named Aramis, and the initial Easypay debit was charged to my checking account on 09/17 for 59.92. So far so good. On 09/28, I noticed unusual charges on my account for 26.67. The charges continued to hit my checking account each day. One on 09/25, one on 09/28, three on 09/29, one on 09/30. Alarmed, and fearing fraud, I called my bank and they informed me that Terminex was doing the charges. I contacted Monica at my local Terminex in Tampa. She said she would have corporate look at what is causing the problems and work to resolve it.

I also called Gary S., Wednesday, 09/30, and let him know what was going on since he sold me the plan. He said he would call the office. On Thursday, 10/01, Colleen from the local office called and said they were working on the problem and would refund the unauthorized charges and any overdraft fees they may have caused. Luckily they didn't.

On Friday 10/02, Charmaine from regional called and said they were working on the problem, and that she would have refunded the unauthorized charges on Friday, but she wanted to see if the charges had stopped first, since that is what they had done. Good enough answer. She said she would reverse the charges on Monday and made it seemed that reversing the charges and crediting back my checking account was no big deal. Charmaine also said Terminex was stopping the auto debits to stop the charges. I also was stopping the debits by changing my card number through my bank, the debit card that was being used for the charges. The final unauthorized charge on my checking account was on Thursday 10/01, seven charges in all for a total of 186.69.

On Monday, 10/05, no reversal of charges and no call, no update. I called the local reps and spoke with Tiffany and she puts in a request for Charmaine to call with and update. I also called Charmain and asked for an update. On Monday, 10/05, I did get a call from a Terminex rep named Jay that my debit card had been denied and she wanted to talk to me about it, but when I called late around 6:30pm she had left. (I don't usually get home before 6pm).

On Tuesday, 10/06, no call from Charmaine, no update on the reversal of the charges. No contact at all. I call again the local Tampa number, and no notes on the account from the previous calls. It is like I am calling for the first time. Taking money without authorization is just plain wrong. To blame it on a "glitch" is just poor business. Like a "glitch" is an excuse for taking money not authorized, like a "glitch" absolves you of having to worry about quickly fixing the problem. And then to not quickly refund the error, and not return calls, and create calls for the customer is the worst, the worst, the worst customer service.

Charles of Redondo Beach, CA October 4, 2009

Here is my recent complint to Terminix. I am awaiting a response. In 2008 our property was inspected. Termites were found in the attic and the balconey. I was never notified of the day to expect treatment. The balconey was treated on a day in which I was not home and had no notification. The attic was not. I made several calls to over a period of months to reschedule treament. The first two were not returned although the woman I spoke to promised they would be. On a third attempt, not a treatment completion but a reinspection was schduled. On the appointed date and time no inspector showed up or called to cancel. Our townhouse complex was schduled for it's 2009 annual inspection yesterday, 3 Oct. Again no inspector showed and no call; Owners of four units waiting for the inspection. If Terminex would like to continue to have this HOA as a client, Terminex will tent our structure and rid it of termites. We are tired of paying for no service! Other owners have similar stories. Tent or the account will be canceled. We already have bids from other companys for a tenting. Yes I understand the termites could be back the next week but with Terminex I've had the same termites in attic for the last two years.

Sandra of memphis, TN September 21, 2009

I called terminex three weeks ago and I received an estimate from William . William assured me that he can get rid of the bugs. I then signed a 512 dollar year contract in which 300 was due that day for the guarantee to get rid of them. A day later two inspectors came out to treat the home and informed me that they were gone. Two to three days later I saw another bug crawling and I made another appt. and B and k came out again and treated the three bedrooms for a second time. This time I asked about the live roaches and spiders I was still seeing in my home and they told me it is normal because they are coming from the surface of the home.

I ignored before they left they told me to wait a couple of days to go back in my room. I waited a couple of days and realized after I allowed my 11 year old daughter to sleep in her room, they were biting her again. I only allowed my daughter to be a guinea pig for terminex because I could not watch them crawl around me if I were sleep. By this time I am in tears because I feel this is not controllable.

I made another appt. via internet because I was too afraid to call the local center back in fear of being treated like an annoying customer and after the argument the branch manager and I had (breon). I complained to William and the area manager Scottie of B's rude behavior as he yelled to me "He will give me my money back". The next four days and Scottie and a new manager were there to assess the home. They placed 20 trap cards throughout the home and sent a rep to look at the traps this past weekend 9-19-09. The inspector said I have no bugs and left.

I cried when he left because I felt no one at the company believed me. I went to Aaron’s furniture to but new mattresses and box springs for my bedrooms, I even showed the area manager the contract. I then asked, “Why would I buy more mattresses and box springs if I felt they were gone.” I firmly believe this company is in practice of doing unreachable and unobtainable guarantees, so they take your money first and see if they can perform the job. I do not like feeling like I am desperate for attention, I only called them because they said they could help.

Kim of Buffalo, NY September 11, 2009

In June, 2009, we signed a year long contract for services with Terminix for quarterly treatments for carpenter ants. Our first service call was fine.

On September 9th, we received an email stating that services had been rendered on September 8th. My husband and I had both been home all day, and I had even been working outside in my yard for most of the day. There was no way someone came to our home to spray, especially during the time period they claimed.

When I contacted the branch office in Rochester and spoke with the acting Branch Manager B. MacKay regarding this, she adamantly claimed that the technician had been to our home during the time stated, and said that she "could track the vehicle on (her) computer", and that "the vehicle parked up the street at house number 85 and walked to (our) residence" at number 10.

When I told her that our street numbers only go up to 50 and that house number 85 does not even exist, first she told me I was "mistaken", then she proceeded to accuse me of "lying" to her. She was almost immediately belligerent and defensive with me, raising her voice and repeatedly interrupting me. When I told her that she was perpetrating a fraud and asked for a Regional Manager name and phone number, she hung up on me.

When I spoke with the Executive Offices at 901-, I related this issue to a woman named Laverne, who did not at all seem surprised, interested or concerned regarding this matter. She did, however, agree to cancel my contract. The payment has already been charged to my credit card, and she could not tell me how long it would take to receive a credit.

This company attempted to perpetrate a FRAUD, plain and simple, got caught, and treated the customer who caught them with complete disrespect. I urge anyone looking for pest control services to NOT choose Terminix. We are out the initial sign up payment, and only received services once. Our credit card has been charged for services that were not rendered in September, and I was given no estimate on when that charge will be credited back.

Kimberly of mary esther, FL September 3, 2009

I was a customer of Terminix up until 8/31/2009. I was on a quaterly service basis with Terminix. I renewed my service on 8/6/2009 a tech. came out in spread my home inside and out to include my yard where i expressed i had seen ant activity. On the day of the service the tech left my back gate open and my dog got out, when I realized my dog had got out I called the office in Niceville to complain, the customer service rep said she would call back, that never happened.

A week or 2 later I called requesting a second treatment and company never called back to schedule. On 8/31/2009 I called to cancel my services with Terminix, I was told I would not receive any kind of refund,I paid 70.00 for a quaterly service the service was up for a renewl 11/2009. I spoke with a Gen. manager Jeff at the Niceville office he informed me I did not pay for the yard service, and since I would not be receiving a refund, he went onto say sorry.

I feel I paid for a service I have 2 months left that was paid for and since I cancelled i'm due some sort of refund of at least reinstate my services since it was paid in full for the quater. I am a consumer and feel that was very wrong,I feel I wasted my hard earned money. And furthermore the tech should not have spread my yard if that was not part of my service, and advised me that was a seperate service all together. Also the Gen. manager said he had no record of me calling in until today which is untrue.

Tim of San Diego, CA August 18, 2009

I can't be 100% sure, but it appears that even though I sent a letter of cancellation, as per their contract agreement, I have yet to receive any confirmation that my account has been canceled. I suppose I'll have to send another one by registered mail to receive documentation that they got my letter. They can conceivable continue to bill me quartely and say they never received any cancellation letter. They've only been out 2 times in one year. Fortunately, I haven't had any pest problems aside from some spiders. Seemingly takes a freaking act of Congress to get my account cancelled

Tiffany of Box Springs, GA August 6, 2009

I signed a 1yr contract and pd the yr in full up front. One yr. later, they send an invoice to renew. I ignored the invoice b/c of unforeseen financial circumstances, I would not be able to renew, so I thought i don't pay, they won't come. Wrong - they automatically renewed my acct and came out anyway, which I found out later is some fine print in the contract. Then they start harassing me for the 78 quarterly fee they automaticly charged/renewed. So, I paid it and requested that they not renew my acct. When I called and requested service in the quarter I pd for (b/c they say you can get additional services as needed w/o charge in your contract pd)they refused to service me b/c I "canceled". Obviously, I wouldn't cancel something I pd for, the cancellation should be effective at the end of my quarter. So, basically, if you don't call to "cancel" they will automaticlly renew and then harass you for the money, or you call and request not be renewed and they take it upon themselves to breach your contract and refuse to service you! I have been 'round and 'round w/ these ppl and I have been promised a call from the service manager, but of course they have their money and they will not call me back.The customer service ppl are rude too, one of them actually sarcasticly remarked about how the notes stated "you can't afford it!", which was really rude and irrelevant considering I DID pay for it.

Janet of Linden, NJ July 22, 2009

Terminix failed to read my bait stations for approximately one to two years because the stations were obsolete. Although I was promised that the stations would be replaced, it did not happen until reccently. The Technicians however did document my stations were read and that no Termite activity was present. I also observed that the Technician spent approximately 1 minute in my yard stating (again shown by inspection documentation) that he read the 23 stations and no activity was present. The new branch manager, now the third one handling my case, told my husband and I that the new stations were installed incorrectly. I keep getting a promise to get things fixed and they also agree to my terms, but continue to fail on executiuon.

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