With all due respect, Mr. Napoles Jr., my previous review is completely warranted. To confirm the sequence of events on 07/22/2023, I chose to review the building plans of my home with your crew AFTER the damage was incurred so that I could indicate a precise pipe location when the plumber showed up but unfortunately the buildings plans don’t show the pipes locations. I DID NOT, at any point, give your crew specific instructions to drill where they did. The only question that your crew asked me before drilling was “Where are the toilets?” To which I showed him and they began working. We did not speak again until after the damage had occurred, at which point the team informed me that they opened a hole where they typically do for this particular treatment, to ensure it is not visible. The technician (Daniel or Dariem) admitted to me that he made a mistake and called the company to inform them of his mistake and asked for clarification on how to handle his gross negligence. He was shaking and very nervous when speaking with Manny (Manager), to which Manny told him it “is not the technician’s problem nor the company’s problem.” Your employee took pictures of his error with his personal cellphone and shared the photos with me. Your employee was incredibly nervous as this was his “first time making a mistake and that he had never done something like that since starting with the company.” Can you please explain to me how Manny’s response at all displays a prioritization of customer satisfaction? Or how to this day, I have yet to receive any return calls from your company when your secretary Mia took my message. I also sent an email asking for clarification on standard procedures and got this ambiguous response: “It depends”. Your response to my review does not have the correct facts in order and is an attempt to discredit a very real issue that I now have to deal with after having worked with your company. I had high hopes that by contracting your company services and your team, the stress of having subterranean termites in my home would be alleviated but it has simply caused even more unnecessary stress and disarray. None of this is sympathetic to that experience, and so yes, my review is warranted. I understand that your staff may be afraid to tell the truth out of fear of losing their job, but it is important to take accountability, as your crew member fearfully did in the moment, but your company overall has not afterwards. To reiterate, I DID NOT instruct your team on where to drill. Can you explain to me why the hole in my damaged bathroom is significantly deeper than the hole in the other bathroom, if not due to an error in the drilling? I can assure you as well, that the plumber I had to have come to my home told me that the hole was much deeper than it should have been. Now, I have to change out the flooring in my entire home due to the water damage, by the way. Once again, to have radio silence except to comment on a review that I was left no choice but to leave is disheartening and infuriating and in poor taste I did not receive the service path that I expected based off the reviews I read, and so I felt it was necessary to ensure people know what they’ll be getting the moment something goes wrong in the experience. Your response to my review did not even attempt to problem-solve the issues at hand and was only an attempt to minimize and falsify what actually happened. I’m sure it is much easier for you to lean into the narrative that I am to blame and that I instructed your crew into making the mistake that they did. But let me remind you that I am not the expert in dealing with termites - that’s why I had your company and your team to come out to help me. For you to throw your hands up, refuse to take accountability, and leave me embarrassed and alone to figure out a whole new onslaught of expenses is deplorable. I thought my home was in good hands and that this experience would be a smooth one with Al-Flex Exterminators, but the reality has proven to be completely different. Respectfully, Albis Gallagher