Suburban Exterminating

I’ve been a customer for about 15 years and for the most part the technicians have all been courteous and knowledgeable. A few do stand out and I think that they should be recognized so I will be posting when I think they should be recognized. John Vargas arrived this afternoon and it was a pleasure to deal with him. He took his time to find all my traps and make sure the bait was still good. Even when going in the crawl space, no complaints. Service with a smile. Thanks John.

Suburban was great until faced with a challenging job. Raccoons made a home in the walls of my mothers house, twice. It took over 2 MONTHS for them to get rid of them the second time. My mother is a 70 year old widow who lives alone. She was distraught as anyone would be when you hear raccoons literally tearing your house apart (I heard the noises as well). After catching the raccoons, the Suburban tech failed to close up the hole where they were gaining access to the home. It was left open for almost 2 weeks! Guess what? The raccoons re-​entered the house. When confronted about this the tech got nasty and literally THREW paperwork in my mothers face and drove away. This is the way this company treats elderly customers!!! A complaint was made and nothing was done. They labeled my mother as a «harassing» customer and treated her horribly. They seemed ill equipped to deal with a difficult raccoon removal.

Andrew Johns is a great technician. Very thorough and takes time to explain things. Suburban has worked well for us. I would recommend the pest control program.

I called Suburban for a problem with insects in our lawn and Nancy showed up very quickly to write an estimate. She was very courteous and knowledgeable and scheduled me for the next available service appointment a few days later. The tech showed up very early in the estimated service window and did his job and answered all of my questions. We have used Suburban before and would not hesitate to use them again.

The advisor who comes under the pretense of being your expert but does not take any responsibility for the promises he makes. Once he’s got your money, his change in attitude makes it clear he was only a salesperson. In fact he said so later when I was confronting him on promises he made that were not fulfilled. For example, he went on telling me emphatically how they use only metal trap boxes outside because wildlife gets in to the plastic ones, breaks then and suffers a long painful death. Then the service man following this visit, comes with plastic ones. When I call the guy, his tone has changed and now we find out, oh he’s only the salesman and «whatever». The service men did not put the traps in places like attic that the guy promised to on the consultation.
Says you can cancel anytime. Charged me $ 465 for the initial infestation –to put mouse traps which he himself said cost a few pennies. And they say we pay for the expertise and for the people to come out as long as the first infestation takes. Usually it’s about three or four visits So after the saleman left he said that we would expect his expert recommendation to go to a service man. The guy arrived and had no idea what was going on — no idea where to put the traps — I had to show him. Then it came time to pick them up. I had to threaten reporting them for them to send someone. A different guy shows up and has no idea where to look for the traps. I told him that we were told that the expert guy that they give notes to the next person. Oh no they were told nothing On an on. It got worse. After the second week I get a bill for $ 260 due now. what? ! So it’s not 465? It’s 725! I said enough. I’m done. I spoke to the salesman and it got so clear this has no integrity. He actually back peddled. I wrote them, I spoke to them in person. No matter how many times I told them enough stop. I am canceling, they are still leaving me messages with different people wanting to know what’s wrong. They are really disorganized and misrepresent what they offer. They don’t do what they say.

Haven’t had a good experience with scheduled appointments with Suburban. Signed up for exterminating ants and silverfish. When we signed the contract asked if the technicians who give time windows for appointments to call ½ before arriving. First service was supposed to be for both interior and exterior exterminating. No phone call and technician only had time to do the interior even though he finished around 12 noon. Technician said he needed to make a second appointment to complete the exterior since he had other calls.
Technician made the second appointment but never showed up. Would not recommend Suburban.

We had a termite inspection done today by Nancy. She was incredibly thorough, professional, and knowledgeable. She really took the time to explain where the problems were and what our options were in terms of treatment/​prevention. I would highly recommend this company.

It’s unfortunate that I had a need for this service, but one visit was all it took to understand why this company has been voted Long Island’s best by LI Press for multiple years running.
I got back from vacation to a swarm of bees stemming from a small crack in my master bedroom closet. Now, one thing that’s great about living in an open concept loft is that there are no walls. But when you have bees dropping dead left and right, that’s no longer optimal.
I called Suburban first thing this morning, and spoke to a rep named Diane. She was really helpful and informative, laid out my options very clearly, and let me know why this company has the reputation it does. She refused to commit to any particular price quote, instead, telling me why it was up in the air and determining her best guess from a series of informed questions no one else at other companies had bothered to ask.
When Ricky came by, he was incredibly courteous, thorough, and respectful. He put 100% into the task, explained everything, from the cause of the hiving, the age and size of the nest, and all. He charged the lower price for the job (indicating honesty), and showed great concern for finishing the job — not in an urgent «I wanna get out of here» way, but more in a «This is a safety issue for your family» kind of way. In fact, when he got a phone call from the office, I overheard him say, «I’d like to get this taken care of and get this nest out for my customer, so can I call you when I’m finished?» That impressed me.
Another thing — he needed some cardboard and duct tape to temporarily seal the hole. Seeing that I didn’t have any, he gave me a whole new roll from his truck, since he said I’d need it! Now THAT’S customer service!
I won’t bother calling any other company if I ever have another pest issue. They’ve definitely earned their good reputation!

Had an urgent bees-​in-​the-​house problem that needed to be addressed ASAP. Customer service was quick and helpful (whereas Terminix kept us on hold for AGES). We were charged a flat rate (no hidden fees or surprises, plus it came with an automatc 60 day, no charge guarantee). They told us that they would be able to get someone out to the house by 5pm same day (we called around noon). A technician arrived at the house within 90 minutes. He worked quickly and efficiently (and was incredibly polite) and offered a free-​of-​charge follow-​up visit to ensure that the problem was resolved. We are very pleased with their service and highly recommend Suburban for your pest removal needs.