Response from Desert Swarm Bee Removal
We are very sorry that your experience with Desert Swarm a few months ago was less than desirable. This is the first we have heard about this. We take extreme pride in what we do and work hard to provide quality service to our customers. Of course, we never want to hear that a customer was displeased in any way and in fact go to great lengths to ensure this is not the case. However, we very much appreciate the time that you took to provide us with some honest feedback, and we will use it to improve our services. In response to your concerns about our pricing, it is our normal practice to charge a standard service fee for the initial inspection and treatment of one bee infestation. The treatment of any additional bee infestations found during the inspection are discounted to half-price. For example, in Tucson, a standard service fee for an inspection and treatment of one infestation is typically $150. Treatment of a second infestation is $75. This accounts for the additional time spent on the job and the additional pesticide used to treat the second infestation. We sincerely apologize if this was not communicated to you prior to or during your service. In no way did we intend to deceive you with “hidden fees” or anything of the kind. This is not how we operate. It was our intention to simply resolve your bee problem and to follow our standard pricing structure. We are an honest, husband and wife team running a small business and are not the type of people who would ever try to deceive our customers. As you can imagine, we cannot always predict how a job will unfold once we arrive onsite. We try our best to give quotes over the phone based on the description provided to us, but we sometimes come across scenarios that are unexpected and not easily diagnosed over the phone. It is somewhat common that we come across two or more infestations at a job site. We also feel that our rates are fair and reasonable for the quality of service that we provide as a professional bee removal company, and we are consistent with other reputable companies in the area. As far as the actual service performed, Greg did much more than “spray around the outside of the shed”. The proper way to treat bees under a shed is to go inside the shed and drill some small holes in the floor to access where the bees are located in order to treat them properly. This is what was performed inside the shed at both infestation sites (and the holes were filled in), which I understand you must not have seen unless you were in the shed. In response to your feedback, we will work to better communicate to our customers of any additional bee problems they might have and the additional costs possibly applied. As for the Angie’s List discount, our records show that we discussed the discount over the phone and it was applied to the invoice. This discount is not applied until invoicing which occurs after the service has been performed, which is standard. We are proud to be able to give Angie’s List member a discount for service. Again, we apologize if there was some miscommunication regarding this during the time of service. Moving forward, we will take measures to ensure that the bee specialist is aware of any discount that was discussed over the phone during scheduling, and the discount will be applied as usual. Thank you again for calling Desert Swarm. It was our pleasure taking care of your bee removal needs. It sounds like the problem was resolved, which we are happy to hear! We truly appreciate the feedback that you have provided and will take it into consideration with our future customers. Greg and Allison Williams