Kenneth & Kayla!!!!! I am a first-time customer. For me, the initial experience with any company…read moreprovides a face for it. So, it's important to me out of the gate. It determines whether I proceed. Kenneth (wildlife expert) was the 1st person I interacted with. Kayla (ofc mgr) was the 2nd... I can't say enough about these 2 employees! They both went above & beyond. They made me feel like they understood what I was going through, and it didn't seem like it was just a job for them. I feel they actually cared about my concerns. I called because I saw a gray rat snake on my porch after baby birds. I was terrified. Like REALLY petrified!!! Kenneth explained in detail where it possibly came from, and he calmed my fears by explaining a solution. He was calm. I like a a lot of information so that I can make an informed decision. He was patient with me, answered all my questions, and was polite & kind. Because of his customer service, I canceled my ongoing account with Orkin, and switched to this company 100%. They provide the same service as Orkin, but the additional service of wildlife protection, for basically the same price. My next encounter was with the office manager Kayla. She also was kind, helpful and patient. She walked me through how to sign up for the online account. And even though I called back several times she was kind and patient each time, and walked me through the process step by step until I completed sign-up. Her instructions were perfect. When I told her I don't give out credit card information over the phone, she figured out a way for me to do it myself online. I am happy to be a new customer because of these 2. Because of these 2, I have also recommended this company to several others in my neighborhood who are experiencing the same snakes (Kenneth explained they are most likely coming from nearby land being cleared in our subdivision for new lots). I also recommended this company to friends and family who live elsewhere in the city that I think could benefit from their expertise. Give them a try!

I called to inquire about pest control services. It was apparent that an AI bot "answered" my…read morecall. After a few questions, the AI bot did not understand what I wanted so I asked to speak to a live person. As soon as I did that, I was hung up on. I would have waited on hold or left a message if those options had been available. Regardless of how "busy" this company is, their use of an AI bot lost my business. Erik N. Louisville, KY

Excellent job! - thank you JoshT! He is considerate and professional- Etown Exterminator!read more

We have been customers of Etown Exterminating since we moved to E'town around five years ago. Their…read moreservice was exemplary until this past year. We had a break from December of 2023 through May of 2024 for an unknown reason. I simply noticed they had not come in a few months and called to find out why. They didn't know why the service had stopped, so I had to set it up again. Landon, our service guy, is great, but the office staff seems to have been off their game for a year or so. A few days ago, we received a strongly worded letter that we were three months behind on payment, and, written in red ink at the bottom of the page, was handwritten, "Payment must be made, or the account will go into the financial hold!" (the word "financial" was underlined in red ink three times.) I knew it had to be a mistake because we set up the account on auto-pay. When I spoke with the clerk, Lynn, she looked up our account; I said, "This account should be on auto-pay. Can you look and see if it is?" She said, "I can't tell. It doesn't say." I said, "Can you look and see if a credit card is on file?" She looked and said, "There is a credit card ending in XXXX." I confirmed the credit card and then asked, "Can you see if anyone has tried to charge the monthly fees on it?" She then said, "It doesn't look like it. I'll try now. " She attempted and then said, "It was declined." I then suggested, "If it is not going through then you may not have put in the number correctly. Can you check the number please?" Silence......she eventually said, "Here, I will just put it in again." She did so, and said, "It went through." I waited for an apology that it had been their fault for putting the wrong number in the system." An apology never came. Having been a customer service manager for many years and knowing that getting angry will get you nowhere, I then said, very very calmly and kindly, "It seems to me, and I really don't want to tell you how to do your job, (and I heard her scoff) but it would make sense that you would check these things before sending out such a strongly worded letter that sounds, unfortunately, threatening." She said in a monotone, "I understand." I went on, " I know you have a lot of clients to keep track of. (and I heard her laugh sardonically as if to say, "You have no idea!" but as I said, it seems to me that before sending out such a letter, in the time it took you to print out the letter, write the handwritten comments in red ink, put it in an envelope and mail it, etc., it seems to me that before you do all that, the first thing you should do is check to see if it may be an error on your part." She said, "I understand." Growing frustrated with her lack of empathy for the fact that this was their fault, I said, "I don't even remember getting anything that said we were past due by one month. We could have cleared this up months ago." She said, "We send out emails." I then said, "I look at the subject line. And, the only thing in the subject line of all the emails I have received from you said, "Service at __________________ on this date________________" If there was anything in the body of the email that spoke about a past due amount, it seems to me that it should have been included in the subject line of the email." Again, she said, "I understand." I was getting the impression that she really DID NOT "understand" the fact that we were not at fault in all this, and yet, not a simple apology had been offered for the strongly worded letter and threatening verbiage at the bottom in red ink. Getting more frustrated, I said, " I recently learned I have an 886 out of 900 credit score. This is not the score of a financially irresponsible person." She said, "Right." I then said, Although I do not expect you to know my credit score, that fact is, any customer service rep should check the account for errors before plunging ahead and sending any collection notices." She said, "Right." Knowing it was futile to go further, I said, "Thank you." I hung up. I am so glad our service guy, Landon, is great because if I based my desire to continue with this company on the competency and service of the office staff, I would go with another company. Ugh.

They were prompt to come and assess the problem. They…read morecommunicated well and finished well.

Eagerly waiting for service agreement to be up and will never use again for anything EVER! First…read moreoff they tried to bill us before they even came and did any work and we originally agreed on a monthly service to which the informed us that we agreed to bi-monthly service and we never agreed to that, then since we informed them that we would not pay for services that wasn't preformed until the service was done our $60.00 monthly service turns out that it's a $104.00 so because we won't pay them before the did the work our fee went up $40.00 a service, total bill shit in my opinion.

Poor communication. Representatives from this business have changed their address, do not answer or…read morerespond to phone calls, or pay their vendors! Extremely unprofessional!

From the owner: Jones Exterminating offers commercial and residential pest control in the Rineyville, KY area.read more