Customer service is far from paramount to them. They could actually care less. I've been with them for 4 years, my salesperson is great, I buy everything he recommends. My technicians have all been great as well. One even offered me cash out of his pocket because I never got my referral (still haven't) from signing up another customer. I declined his offer but that really stood out what a great guy he was trying to make up for the shortcoming of his higher ups. I had a problem with bats, paid $700 to have them remediated and was told they wouldn't come back. They did the following year and 7 weeks later, they still give me excuses about coming out. I've left 3 messages for the district and regional manager to call back and am just ignored. I filed a complaint with the Maryland Home Improvement Commission this morning and have shopped around pricing with Orkin, Ehrlich, Lynns and another. Be careful, if you ever need something that's not routine, they shut down and just ignore you.