A mess of management and unprofessionalism
A mess of management, Overseas Call centres and subcontractors leading to multiple errors
After the first pest controller attended, there was no improvement with extremely loud rat noise waking up my houseguest. When I called, their call overseas centre repeatedly became confused, not knowing that the pest control had come and gone some weeks ago & already laid traps. She was reading the file and talking at me instead of listening to me. I spoke to Max from management, who apologised. A second pest controller then attended and told me that the first pest controller had done a bad job and had used first-gen bait when we had actually paid for second-gen bait. James replaced/added bait and subsequently returned on 1 October for a review, although I had been told the review would be on 9 October. At that 1 October review, he said that, because the bait had not been taken, there was no evidence of rats and said that my houseguest would have been imagining the noises. However, he also had said that human contact on the baits means the rats won’t take it so who knows if he had contaminated the baits?
Since then, however, my houseguest has provided me with video of very clear banging in the walls from when he was staying there that had originally concerned him and that he had actually shown the original pest controller quite clearly, and the neighbours have also reported rats in the walls. I contacted Max who asked me to provide the video, but every email they sent me to link it to failed to allow me to attach. After several attempts, I eventually managed to send them a screen recording by email and then had to repeatedly follow up to get somebody to review it.
I randomly received another message from a Call Centre operator Pattrease who advised me that baits were laid on 1 October and that I needed to wait for it to work. This contradicted what James had told me, because the bait had been laid well before then and 1 October was only his review. Pattrease then called me and to say that she had not read the file properly and had confused the timeline again.
I therefore asked to speak directly with Max. When he called, he acted asked in a very offhand way: “how can I help you”. I was confused and I said “you were waiting on a video”. He said “okay so there are still rats”. I said “no you were waiting on a video to indicate that there were originally rats, as JAMES was saying that there were never any rats because they didn’t take his bait. And my neighbour says there are still very loud rat noises in the walls”. He then said he hadn’t bothered to review the video. When I told him that I was confused by what the call Centre staff said, that more baits were laid on October 1 & I needed to wait for them to work… he said she was correct. I said “well hang on, the pest controller said he was there just to review whether the baits had worked or not based on whether rats had taken the bait or not”. Max dismissed me and said “anyway…” and tried to change the subject, When I asked Max to clarify whether new bait was actually laid on 1 October, as the call centre claimed, or whether James was simply reviewing the existing bait, he would not answer the question. Instead, he lectured me In an extremely condescending manner about being “rational and calm”, & when I asked him if he was calling me irrational, he doubled down and said he was; when I told him that was an insult, he became very defensive. This was despite me remaining completely calm and simply asking him which of the two contradictory accounts about what happened on 1 October was correct. I said that giving me two contradictory stories is actually irrational. Max didn’t like that did he… he just cut me off, repeatedly spoke over me and ultimately hung up on me when I held my line.
He then sent me further insulting messages telling me to be rational and calm and laying down ultimatums. He deleted previous evidence of their mistakes.
For this disaster & mess, I am out of pocket $450.