07/25/2024

From the President's Desk

WSPMA

To my pest friends in the Washington State Pest Management Association,

I want to share an incident that highlights the challenges and ethical dilemmas we face in our industry. Recently, one of our long-term clients, let’s call her “Alice,” called our office in distress. She lives alone with her dog, battles a debilitating chronic disease, and uses a wheelchair. As a client of Rambo Total Pest Control for over eleven years, she has come to know our technicians and office staff very well, and sees our partnership as a vital aspect of her home maintenance. Essentially, she trusts our team to help keep her safe in her home. 

When I spoke with Alice that day, she told me how an aggressive door-to-door pest control salesperson from (unnamed company) manipulated her into signing a contract. She tried to refuse his offer multiple times, but he wouldn't take no for an answer. He pushed and pushed, saying, "You will really be helping me out if you agree to this." He even offered to Venmo her the cost of the discounted initial service from his "personal account." Feeling cornered and pressured, Alice reluctantly agreed, but she immediately regretted her decision.

"I didn't know what to do," she said. "Now I just want to cancel the agreement but there is a $300 fee to cancel."

Determined to help, I assured Alice I would do my best to help.  I asked if it came down to it, would she stay on service with us if we paid the cancellation fee? She said yes of course but indicated she would not want us to pay for “her mistake.” She verbally authorized me to act on her behalf to cancel the account with the new provider. I called the phone number on her signed agreement and spoke with someone in Utah, explaining the situation and requested to cancel the account. The person on the other end said he needed to consult with his lead and promised to call me back within two hours. I gave my cell number, ensuring I would answer the call.

By 5:30 that day the promised call had not come in. Rather than waiting for a phone call that may never come, I sent an email to the general service inbox listed on the paperwork, outlining the details of Alice’s experience. I didn't hold back, expressing my disgust with the sales tactics used and how such actions tarnish our industry's reputation. I made it clear that Alice wanted to cancel her agreement and had no interest in continuing with (unnamed door-to-door pest control company)’s services.

Later that evening, I finally received a call back from (unnamed company)’s customer service representative. He was a nice person with good intent. He currently lives in Utah but coincidentally grew up in Puyallup where I live. We spoke on the phone for a while and he tried to defend (unnamed company) by saying they had contracted with an outside door-knocking sales company, and that the salespeople were not employees of (unnamed company). This excuse did not sit well with me.

"It doesn't matter what name is on their paycheck," I said. "They are representing (unnamed company), and their actions are tarnishing your reputation in the Seattle market. How do you think the owner(s) of (unnamed company) would feel about this intensely aggressive salesperson manipulating another human like this?"

The representative admitted they had been receiving more complaints this year than ever before. We discussed door-knocking tactics, customer service, the pest control industry, and even touched on faith and ethics. Despite the long conversation, the issue remained unresolved. The representative promised to call me back the following day after consulting with his lead.

The next day came and I received another phone call from Alice.  She said that a representative from (unnamed company) called her, tried to offer different options to save her account, but ultimately allowed her out of the contract without any penalty. Evidently the email I had sent was escalated to someone who was in position to do the right thing. Alice thanked me for my assistance in calling and writing the email, but I let her know it was her bravery in speaking up that allowed for the positive outcome to be realized. I told her that most people in her position might feel embarrassed and frustrated by the outcome of the manipulative sales tactics, but would have gone along with it anyway. Her willingness to speak up gave me the courage to advocate on her behalf.

After hanging up with Alice, I felt a renewed sense of purpose. We cannot allow companies like this to exploit vulnerable individuals. Alice authorized me to share her story publicly, hoping it would prevent others from falling into the same trap. She was deeply upset by this whole experience and I plan to post about it on social media soon, shining a light on the predatory tactics used by some companies in our industry.

I urge all of you to reflect on this story. We must uphold the integrity of our industry and ensure we serve the public with honesty and respect. Let's not allow unethical practices to tarnish our reputation as protectors of public health and property. Instead, let's work together to protect our clients and maintain the high standards that our industry should embody. It's time to take a stand and hold each other accountable.

Luke Rambo
WSPMA President
President/CEO
Rambo Total Pest Control