Complaint Review: Terminix International - Santa Fe Springs California

I originally scheduled a 10am-12pm window for a Monday cockroach infestation inspection.

I was waiting for 2 hours, but didn't hear anything.

I called dispatch. The dispatcher called the driver and told me Marlin was 25 minutes away and on his way. I requested he call when he's a few minutes away as there were special parking and entry instructions. She said she'd call him again and tell him.

30 minutes later I didn't hear anything. So I waited longer. After an hour I called in. The dispatcher said the inspector was only doing a roach inspection and that's why he might not have shown up since they don't do write-ups for roach inspections.

I said that's not what I was told. So she asked a manager and said write-ups for roach inspections were at the inspector's discretion. Some do them and some don't.

I asked her to call the inspector. She couldn't reach him. She said he was behind. But I said I still wanted the service.

At 2pm no one showed up. I called back. The dispatcher told me a previous dispatcher had cancelled the service much earlier. I was livid. I told her every dispatcher told me the inspector was still on his way and I always said I still wanted the service. I asked how this could happen and she said they're poorly trained.

Because of this I needlessly wasted 4 hours of my time.

She offered to reschedule for that upcoming Thursday from 1-3pm. I was disappointed but figured I'd give them one more shot.

Fast forward to Wednesday (the day before) and I get a call that afternoon from an inspector telling me I wasn't home and asking if he had the right address. After calling him back, I was furious but realized it wasn't his fault.

When I called Terminix they saw the notes they were supposed to schedule on Thursday from 1-3pm but put me down for Wednesday from 1-3pm.

I was stupefied by how incompetent they were so filed a claim with the Better Business Bureau since they screwed up majorly; twice in 2 days to be exact.

About a week later -- Shawn Watkins the Branch Sales Manager -- called me and offered to give me a free 3 months of service. I explained that I was not interested in the free service because not only did they waste 4 hours of my time but on the second attempt the inspector came on the wrong day and spoke to my property owner. Because of that it escalated a conflict, which forced me to leave.

After that Shawn responded that he needed to tell his supervisors something because they were going to keep on him until the complaint was closed. I said they could reimburse me. He asked me what 4 hours of my time was worth. I said I didn't know. He reiterated that he had to tell his supervisor's something. That's when I said $150.

Shawn said he would tell his supervisors that but he couldn't guarantee they'd approve it.

I said I understood. Then he responded that he'd call me back and let me know either way.

I never heard from him again. That is until I saw his written response with the BBB, which stated that I was demanding and hung up on him. This literally never happened and I have proof.

Terminix and Shawn Watkins are unethical beyond belief. First of all, they are completely incompetent. Then when they can't deliver what they say they will, they'll lie their way out of it.

Whatever you do, do not utilize Terminix's services. And steer clear of Shawn Watkins!