Response from Knockout Pest Control
Thank you for your review. I am very disappointed that your experience was less that straight A’s. I requested that a customer service team member call you and I have attached his comments reflecting his call with you. Once you review them, please feel free to further discuss with me any additional comments or concerns. I would appreciate your reviewing your ratings and adjust as you feel appropriate. Arthur Katz, Owner akatz@knockoutpest.com 1 – Quality of service. He mentioned he still had Carpenter Ants activity on the EXTERIOR of the house. I asked him if he had any issues inside the house, his answer was no. I explained to him that we are a structural company and our goal is to keep insects on the outside. I further explained to him our treatment encompasses the exterior foundation and anything attached to the house, we don’t treat the driveway or the lawn. The activity is a byproduct of the ants exploring in their natural environment, outside. In addition, we have serviced the outside perimeter of the home every time he has requested service. He was upset with the Sentricon System that we installed in July 14’. Apparently he had some work done in house a short time after the system was installed and a contractor saw termite activity. This would be consistent with the need to have the system installed in the first place. I asked him if he called us at that time the workman found the termite evidence, his answer was no. I said if he had we would have dispatched a tech ASAP to identify and treat as needed ( a tech was sent to the house for a retreat and the customer presented a pic of termites, but upon further inspection, there no longer was activity) . He felt the system wasn’t working. I explained to him how the system was designed, that it is a baiting system that can work anywhere between 6 months and a year to eliminate the colony. I further apologized on behalf of the company in the event that wasn’t explained to him, although it is explained in our contract. 2 – Price. He said he felt that for the amount he spent he wasn’t receiving the results he expected. I mentioned that he received a generous discount on the Sentricon (less than $900) and that the system retails for $1275 + tax. I also stated that we are competitive with other companies and that the price he got was lower than industry standards. I also mentioned to him that the KO-12 program he received was given to him at 25% off (regularly 600) and was a value program (the more he uses it, the value he gets). 3 – Professionalism and punctuality. I asked him if any of our office staff or techs were unprofessional and he said no. I mentioned that he graded us a B and asked if there was anything that we can do to improve and he said no. He was a little put off that he had to wait for service and that there was a time frame given. I explained that we do our best to get customers in ASAP but unfortunately, due to scheduling, we can’t always do that. I also explained that we provide a 3 hour window for appointments. We never want to be late. After speaking with him, I think he realized he over reacted. I set up a service for him that was convenient, told him we would treat any areas of concern and if he had any future issues, he can call and speak to me. I also mentioned that we take the Angie’s reviews very seriously and that its disappointing to read reviews that sometimes don’t reflect well on the company or the services that were provided