On a recent project we had to hire an exterminator for a big infestation of german roaches. We didn't have any recent experience with local contractors so we decided to try Hulett. It turned out to be bad choice.
In just attempting to set an appointment we had problems. The person we spoke with couldn't answer some basic questions about the service. Also, the (out of town) owner was paying for the service, but we were going to give access to the condo. It took multiple calls to set this up.
On the appointment date their salesman arrived, not an actual exterminator. He was very disappointed that we were not going to sign an annual contract. (The condo was being sold) Reluctantly, he agreed to provide the necessary services to kill off the current infestation.
We agreed to a minimum of 2 visits for this project and he promised an exterminator the next day. Then, it was changed to the following day, then rescheduled to two days later. The sales guy couldn't get his e-mail to work so we had to communicate via text.
Everything was set up, full instructions were provided and the door was unlocked. However, when the exterminator arrived he didn't have our contact info or the access instructions. He knocked on the door, didn't get an answer, and left without calling anyone, even though we gave detailed access instructions and phone numbers to the sales guy.
So, he was scheduled for a few days later. I personally met him there and did the initial service. He advised me that he never got any instructions from the salesman.
The first extermination service did not kill all the roaches. That's normal and a second service done at the appropriate time should generally resolve the infestation. (possibly a third service is sometimes needed) The roach infestation returned to full force. That original service was a waste of money and a LOT of time.
Then, they were supposed to return approximately 7 - 10 days later for the second service. I never heard back and called to set that appointment. I was advised that the exterminator was on vacation and they would call me at a later date to make that appointment. A different guy showed up 2 weeks later.
Still lots of roaches.
After complaining I received a call from one of the managers who apologized and promised to personally take care of things. We set a third appointment for 10am and gave specific instructions to call when they were on the way so I could met them. At 9:10 I got a call from the exterminator that he was at the property and trying to get in. Again, no instructions from their management.
For all the money they spend on advertising they should invest a little on their actual business process and customer service. We won't hire them for other projects as we need to use professional level services.
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