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I manage an apartment complex. We have been bonded for termites with Arrow for 7 years. We changed management recently, and apparently the renewal bill slipped through the cracks. I called them to get a copy of the invoice so we could pay it, but a few days later we were cancelled for non-payment. The funny thing is, they cancelled us on the day we called about some termite damage on one of our buildings. The manager was very rude to us, and so was the receptionist. I explained to them what happened, and that the check was on its way. The manager told us to cancel our payment because it was too late. I had heard rumors about them treating customers unfairly, but didn't want to believe it until now. I do not recommmend them. They are nice enough to you to get you as a customer, and then they treat you very poorly.
The complaint has been investigated and resolved to the customer’s satisfaction.
We have been living in our house for the last two years, we started to have an ant problem and grandchildren. We called Arrow to come exterminate our home for our ant problem. After the first couple of services we suddenly had a German Cockroach problem. The exterminator kept asking us had we ever seen any, our answer was occasionally one or two flying types from outside. But now our house is over run with them! This is crazy, I have never seen anything like it, there were babies hatching out and there were so many that it looked like ants! I am sooooooo angry!
I have had a service contract with Arrow for several years. For the past 18 months I have had a mouse problem and Arrow has been out over 7 times to handle the issue to no avail. They put out glue trap all over the house and never caught anything. Furthermore they never came back to follow up or check. Now when I threaten to cancel my contract they offer to call their wildlife department. Where was this months ago! We are changing to another company who can and wants to do more than spray insecticides. Very disappointed in their service.
I'm having an issue with Arrow Exterminators in Vero Beach, Fl. I signed an annual contract stating I would receive a certain number of yard treatments per year. After several months I noticed that I was receiving an Invoice from Arrow pretty much on a monthly basis, so I reconciled my charges and payments. It turns out that the company was treating my yard and billing me for treatments that were NOT part of my contract. Also they were/are prorating the shrub treatments and charging the customer (me) an extra 10.00 per month for services not rendered yet. I called Arrow and was told the "Scheduling Manager" would be in touch. He contacted me, left a voice mail to call him Monday thru Friday, 9 to 5. And now that I have refused to pay for something I did not order, I am being harassed with phone calls and Statements. Plus I do not like the fact that I am being billed for services that have not been done yet and have no way of knowing if they WERE done at all. This seems to be a situation of people not wanting to do their jobs - the Manager for not reading and following the terms of the Contract and the Accounting Dept. not reading the Service Tickets and putting their Customers on an automatic billing cycle. Where's the Customer Service in this?
I'm sorry you had this experience - I can't imagine the office that I work for doing that to anyone now. If there's a chance a customer is going to extend his service, no matter what it is, for even one more cycle, we take it. It looks bad on the branch and the manager when a service is cancelled, no matter what the reason.
That being said, the office you worked with must not have had the right people in the power positions. If the office was good, they would have been sending letters, emails, and making phone calls during the entire time from when the invoice went into the thirty-day-late category to the ninety-day-late category. I know I personally am expected to make a lot of collection "calls" every single day, and this is something (management had changed, no one knew who the billing contact was, etc) that I think I would have caught, and certainly something that the former manager and "receptionist" (practically everyone answers phones, from the office admin to the sales reps and managers, so there is no actual receptionist) should have realized at some point.
In any case, I am sorry that this happened to you, and I hope you decide to give Arrow another try by starting over with new people to deal with. The Sentricon system is very good, the best in the business really, and we still offer free inspections that I hope you would consider taking advantage of if you'd like to give us another chance.