TULSA, Oklahoma – When an elderly Tulsa woman discovered that pests could be feeding on her home, her family needed help.
They feared they had a guarantee that would end up being worthless. Returning home one day in April, Marcia Judy will never forget, “when we saw the crush it was incredible and shocking.”
Inside, they were greeted by a school of termites and they were just the living ones.
“The dead were all over the carpet, in many rooms,” she said.
Thank goodness, Judy thought, her husband signed a contract with Terminix more than a quarter of a century ago and made every payment on time. They had up to four inspections each year. So this termite infestation would be eliminated along with any damage. At least that’s what the contract said.
“We were confident that after many years of loyal customers they would take care of it, take care of it and respond quickly,” said Judy.
But Keri, her daughter, said she called Terminix after her mother found these termites. She called several times to find out what the next step was but no response after an initial visit the next day.
“I’m not very confident in what they sold my parents, I’m losing confidence in them,” said Keri.
Finally, Keri said a technician showed up a few weeks later and found damage.
“I was verbally told at this point that they were taking responsibility and our next point would be contacting a contractor,” she said.
But again Keri and Marcia said radio silence for days. When she called, Keri said the local office was nice enough, but there was no damage report on her mother’s account, whether there were still living termites or if further action needed to be taken.
“This is a family house and we have a feeling it might fall around us, fall around us,” said Keri.
Keri said after the agent found the termite damage, he said it could take a while to complete the repairs. Keri said that was fine, the family just wants open lines of communication and reassurance that the job will be done.
After 2 News contacted corporate headquarters, we were informed that Terminix had started the complaint process.
Here are some tips you should know before signing a warranty contract:
- Always get everything in writing … don’t settle for an oral agreement.
- Study the cost.
- Ask yourself: is it better to put money in a separate repair account instead of buying the warranty?
- How long is the contract? Make sure there is a definite end date.
- Make sure you understand what is specifically covered.
- What is important in the complaint procedure?
- Look at the company’s reputation.
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