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Russell's Pest Control

Pest Control

Knoxville, TN

4.8 · 2388 reviews
4.8 · 2388 reviews
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Brian Poole
New Market, TN
I have paid for Sentricon termite protection since our house was built in 2008. The service has never lapsed since becoming a customer. Around the middle of August 2019, I noticed an issue with the wood header above one of my garage doors. When a contractor looked at it further, there was severe wood damage from what appeared to be a mixture of water and possibly termites. On Saturday 8/24/2019, an inspector came out to look at the damage. He took pictures and stated someone in quality would contact me the upcoming week. After a week of no response, I contacted the inspector again, and again he stated he would get quality to get in touch with me. After almost 3 weeks after the inspector came, I sent an email to customer service and finally got a call from someone in quality. We scheduled an appointment for him to come out later in the week. On the day he was supposed to come, someone from the office called shortly before the appointment time. They informed me he was unable to make it due to a previously scheduled doctor's appointment. I was also told if he could make it later in the day, he would. We rescheduled for the following week with an appointment time of 12:30 pm. I never received a courtesy phone call before he came or that he was running late, but he finally showed up at 2:00 pm, which was 90 minutes after the appointment time. Long story short about the inspection, we were told it was carpenter ants and not termites. The interesting thing is, though, that at one point, there was some activity on one or two of the Sentricon bait stations.

It only took over a month (8/24/2019 for the initial call until 9/27/2019) for someone to finally come and say it isn't termites and, basically, we are sorry for your luck. The whole issue with the wood damage was frustrating, but the even bigger point of frustration was the length of time to get an answer. During this month-long period of time, we have had to leave the wood around the garage door exposed so the inspector and quality person could review the damage. As a result, the wood has been exposed to the elements, which may have resulted in more water damage in addition to insects entering the garage through the gaps around the garage door. Every interaction I have had with the annual inspections of the bait stations has been pleasant, but the customer service and follow-through have been extremely lacking. This incident has left a very poor impression of their business, customer satisfaction, and attention to client needs.
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