On a recent estate sale 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.
The customer service process was to schedule an onsite appointment with their field salesman. There was not much information available on this initial phone call.
The (out of town) condo owner was paying for the service, but we were going to give access to the condo. It took a couple calls to set this up.
On the appointment date their salesman arrived, not an actual exterminator. Their sales process is to ask for an annual contract. As the condo was being sold, we didn't need that. Reluctantly, he agreed to provide the short term 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. There seemed to little connection between the salesman and the exterminator.
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)
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.
While they did eventually clear the infestation, their internal communications ware quite inefficient and a bit frustrating to deal with.
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