Tennessee - 5/00. I had the Sentricon system installed about a month ago.  My house is about six years old. The fee was $1,462.  The sales person was a likable guy who seemed to know what he was talking about, and I have no current reason to file a complaint (he may be a little absent minded). However, my short experience to date may be useful to people contemplating the services of Terminix or similar company.  The thing that really sold me on Terminix was that they have a “damage repair commitment” that effectively insures the house for $100,000 in the event that it becomes victim to termites.  However, this would only be effective after a written statement from Terminix certifying the house free of termites.  I told the sales guy that his “guarantee” was useless unless they gave me the $100,000 guarantee prior to installation of the system.  He told me that because I had a relatively new house and that he had just inspected it, he could modify the contract to make the $100,000 protection guarantee effective from the date of installation. (I was a little suspicious here because he had taken less than 10 minutes to inspect the outside of my brick house and about 5 minutes to inspect the basement.)  I also told him I was not yet ready to pay the high price. He then told me that I could pay in four months “same as cash.”  The Sentricon system was installed several days later.  I told the technician that I would not sign the contract because the “damage repair commitment” had not been amended. A few days later, the sales guy called to say he would deliver the amended contract to my work.  He did not turn up. Over the next two to three weeks, I received two statements requesting payment in full which I ignored. A few days ago, the sales guy called me to apologize for not getting the amended contract to me and he would bring it to me the next day. He also suggested that I give him the check at the same time.  I reminded him that I had four months to pay and I would not be available to see him at that time. He then said he would leave it in my mail box “tomorrow.”  Two days later, I received the contract along with a COD note for $1,462. The contract was in its original state with no amendments. I called the office today, explained that I will not make any payment until I have the amended contract.  The sales guy apologized and said he forgot to attach the amendment and he will deliver it this coming Monday.  I was now getting very suspicious and decided to search the net for consumer reports on Terminix.

Ohio - 5/00. I also have had a terrible time with Terminix. Service tech rarely, if ever, the same.  Scheduling is a nightmare. The tech tells me that he gets invoices and does what he is told.  After numerous complaints to the home office, I have now written Terminix and doubt very seriously if anything is resolved.  I have the Sentricon system as well as “in house” monthly service.  I am now told the Sentricon system will only be checked quarterly!  I am in Ohio; and in the winter months, the canisters are under snow.  This service costs in excess of $400 per year.  I do believe that checking this system a few times per year for over $100 per check is EXCESSIVE.  The canisters were active last year! I, like you, believe in freedom of speech, and I applaud your efforts. Someone has to point a finger at these companies that advertise one thing and do another.

Pennsylvania - 5/00. I received the Terminix Sentricon bait system in January 2000. I am very displeased with the service (or lack thereof) I have received from Terminix. They were extremely expedient to come give me an estimate for the Sentricon system and just as fast in installing the system.  I even got my payment book in the mail in record time.  However, when it was time for my bait traps to be checked, and I was told this was to be done six weeks after the installation, it took almost four months of calls upon calls to get a technician to my house.  The excuse I was given twice was that the branch office did not have my correct address, even though I called TWICE to correct the supposed mistake.  On the other hand, I am expected to have the correct address to send my payment. Once my address was “corrected,” I had to call two more times to get a technician to come to my home. When one was sent, a message was left that “the customer was not home, another appointment must be rescheduled.”  I was previously told I need not be home for the traps to be checked since it did not involve entering my home. I called and confirmed this.

Once again, I called and was told that the technician was a new employee and there was miscommunication as to what needed to be done. That same technician was sent to my home again, checked the traps, but left NO indication as to what was done, if there was termite activity, if bait had been replaced, etc.  I have contacted my branch office to acquire a refund and to have the traps removed IMMEDIATELY. Again, I’ve had to make two calls. No one ever called me, and I had to initiate contact AGAIN. Had I not made payments after the traps were installed, I most certainly would have heard from someone quickly. I spoke with the branch manager today; and he informed me that he would have to review my file and the “facts” and see if we are “owed” a refund. I do not have confidence in Terminix, in what I am told by their representatives; therefore, I do not have confidence in the product I was sold.

Update -- I just received a call from the manager of the local Terminix branch.  (Surprise, surprise, I had to call him first.)  He has told me that I will be given a full refund upon receipt of a letter that I want my contract canceled and the Sentricon system removed.  However, my refund check will take up to five weeks to be sent.  (I suppose I will not be paid any interest on that money while it is in limbo??!!)  I’ve definitely learned a good lesson...don’t always trust that a big name company will give you the service you deserve.  I will definitely do my research from now on before purchasing any type of product that is going to cost me a lot of money!

Pennsylvania - 5/00. I have recently canceled both my pest control and termite contracts after 15 years for nothing more serious than irritation with the booking reliability of their service. I am due a part year refund which hasn’t yet arrived after 2 months - I'm still hoping!

New Jersey - 5/00. We have a 22-year Terminix contract with annual inspections, We put the house up for sale and called Terminix three weeks ago, who gave their usual “no termites” and told me that it can be used for the sale of the house.  Today, the buyer’s own inspector came and found two sections of the basement with active mud tunnels clearly visible to the inspector. Looks like the house sale is dead, because they left today with close to tears in their eyes. We just hope we can force Terminix to retreat the house.

Update (6/00): Our major complaint is their haste and, in our opinion, superficial quick once over. Also, always trying to sell some bug zap for spiders, ants, or whatever. We have a detached garage with a 7 ft. cement block wall and a wood roof.  The [buyers’ inspecting company] guy finds a partial, very thin, tunnel going 3 ft. up the cement wall and stopping.  No evidence of termites.  He says, “You must have the garage treated because I found a tunnel.” We argue with him that the termites quit and never got to the roof. No matter, says he.  We had some very old sill damage in the basement.  [He] tells the buyers that it is VERY (1000’s) expensive to fix and that he found a tunnel (inactive tunnel on the STEEL support beam) and therefore we MUST treat the house for termites.  He also tells the buyers that his company can have the damage repaired. We subsequently spent $800 to repair/replace all the damaged wood, including some spots Terminix and [he] missed.

The buyers backed out. Later they changed their minds.  After [he] left, we called Terminix again; and another inspector came and spent about one hour checking very thoroughly.  No active termites found. Called Terminix again to send a person licensed to do inspections for sale, and we passed with no problem. Buyers are now happy.  No, we are not recommending Terminix; but now we wonder “who can you trust?”

North Carolina - 5/00. Contacted Terminix when I found a swarm of termites in the sunroom area of my home.  Terminix treated the area and said everything was “fine.” In 1998, noticed small cracks in floor tiles in sunroom where swarms found on wall. October 1999, hired workman to replace glass door in sunroom damaged by Hurricane Floyd.  He discovered extensive termite damage.  Terminix employee after many calls arrives and tells me we don’t have termites. Terminix spot-treated the area once in October and twice in November 1999.  Terminix employee damages patio with several large cracks as he treats my home.  We complain.  Terminix employee, Steve Knight, verbally agrees to repair termite damage and cracked patio.  One month later in a phone conversation, Steve Knight says he never said Terminix would repair any damage to my home. He stated the structure caused moisture damage. I requested he fax me his findings; he did.  In April 2000, we had Orkin inspect for termites. They had no high moisture readings for our home. They did find large areas of home that have never been treated. We’re now under contract with Orkin, costing me thousands on top of the thousands paid Terminix for inadequate annual inspections, termite treatment, and failure to repair home as required by the contract. For the record, I have pictures; a tape of active termites feeding, filmed after Terminix told us we didn’t have termites; a damaged (cracked) patio; and a letter that declares such high moisture readings that my house is underwater and a water-logged structure.

Tennessee - 5/00. I am having trouble with Terminix also.  I have been fighting with them now for 11 years.  I have even been on TV about it; and they came out and re-treated my house, which they had said previously could not be done according to state laws. But the bottom line is, I STILL HAVE TERMITES; and they will not do anything about it except charge next year’s premium and tell my why I need the good protection.  They will call and set up a yearly appointment, sometimes in November or December, and then not show up at the scheduled date. When I call to ask why, I get some of the most stupid excuses ever uttered from a human mouth. I am well known in this part of the country by Terminix; and when I do call to complain, I am put on hold for long periods of time.  When someone does talk to me, it is all they can do to keep from laughing.  In the past when an inspector came to my house, I would show them the latest damage; and being a new Terminix employee, he would go back and report the damage to his supervisor.  Needless to say, for some strange reason, he was fired from or left the company soon thereafter. So as of right now, I have termites and still cannot get this lousy company to do anything about it.  I guess my next bet is to consult a lawyer and go from there.

New Hampshire - 5/00. Like a fool, I signed a one-year contract (Jan - Dec 99) for my vacation home in New Hampshire after we saw evidence of termites. In October of that year, we sold the house. We e-mailed and called Terminix in September to notify them to cancel the contract and ask if we could be reimbursed for the last quarter of service we would not be using. We got no response.  In fact, every month from October 1999 to April 2000, I received a bill for continued service and solicitations to renew my annual contract. Every month, we called and repeated the fact that we sold the house in October 1999 and canceled the service, please update your records. All we got were pointed fingers of incompetence and assurances that the service was canceled and the bills would stop.  The Salem NH office and Branch Manager Eric Marino and his staff blamed the “national office.” The bills kept coming, despite repeated assurances that the problem was solved.

Now the final straw and ultimate customer harassment -- I received a letter from a credit collection agency for my past due Terminix bill of $126!  Once again, I spoke with Eric Marino, “Your Terminix Branch Manager,” who has assured me he will take care of everything and not destroy my credit rating. Time will tell.  In the meantime, I plan to tell everyone who will listen not to hire these incompetent pest controllers.  Terminix is the pest you can never be rid of.