Houston Pest Management

Provider response

Mr. Seaman,<br><br>Thank you for taking the time to write a review. I apologize our staff was unable to answer the phone when you called. However, upon reviewing our daily call logs / voicemail messages for today, July 2, 2019, it is clear the reason your phone call was not answered was because when you called our customer service representatives were already assisting other customers. It is also important to point out that you did NOT leave a voicemail, nor provide a good contact number we should use to return your phone call. In fact, the only reason we were aware of your call is the 2 star review you left on google.com/maps.google.com.<br><br>I can assure you that every call that comes into our office is very important to us. I can also assure you that our staff consistently does their best to answer the phones in the order these calls come into the office. Despite these efforts however, there will always be times when the number of calls coming into the office exceed the number of staff able to answer those calls.<br><br>I respectfully request you:<br><br>- update your review to include the facts provided above (demonstrating Houston Pest Management’s commitment providing the highest degree of customer service possible).<br>or<br>- remove the review all together, as it is not an accurate representation of the events that occurred.<br><br>Lastly, it’s very important that I address your inference that our staff was being “lazy” when they did not answer your phone call. Houston Pest Management (www.bugshpm.com) has been providing excellent pest management services within the city of Houston and its surrounding communities since 1984. During this timeframe we have we received a lot of feedback, 98% of which is positive. Our customer retention rate is 95+% with the majority of the turnover occurring because families move out of our service area. In fact, a large contingent of our customer base consists of generational customer’s, where we began serving a parent or grandparent, then moved to servicing their children and grandchildren. We employ some of the hardest working people in this industry and it is extremely offensive that you would leave a public review on google.com insinuating our staff is lazy simply because your phone call wasn’t answered immediately when you called (especially considering you didn’t leave us a voicemail). As you can imagine we receive many, many phone calls and electronic inquiries every day from existing and potential new customers. We simply are not able to answer all of these inquiries simultaneously, which is why we employ a voicemail system and utilize the internet/email to interact with customers.<br><br>Please feel free to contact our office again by phone at 281-376-3901 or via email at CustomerCare@BugsHPM.com and we will be happy to assist you. If our staff is unable to answer the phone when you call, we ask that you leave a detailed message and include a phone number we should use to return your call.<br><br>In addition, we can always be reached via our website, www.BugsHPM.com, by clicking the "Customer Service" link (info@bugshpm.com) located at the bottom of the webpage. We check these email accounts regularly and are normally able to respond within 1 business day.<br><br>Respectfully,<br><br>Anthony Friedman,<br>Houston Pest Management