Bottom line: said they would show up, didn't show up, didn't provide any notice or information until hours later. Called the company because of an issue with wildlife in a chimney - pretty urgent. Phone experience seemed positive and they promised to come out the next day early morning. It's a rental property so I wasn't on site, but afterwards I texted for an update and James told me he would check with the contractor (I didn't realize beforehand he was dealing with outside contractors, thought that there were real employees involved) - then nothing. Only after I heard from the tenants, six hours after the scheduled appointment, that nobody had showed up, I wrote James asking about what had happened. At that point he respond that the contractor had actually had a family emergency. No apology, no offer of future resolution - just, turns out there was a family emergency. I don't know what really happened - did the contractor truly have a family emergency that didn't come to the owner's attention until more than six hours after the first missed appointment, when I (the first appointment of the day) finally pointed out the absence? Did they just not put me on the schedule, decided to sleep in, forgot, couldn't find the address, took a more lucrative-seeming job? No idea. This place has generally good reviews (which is why I called in the first place) so I can't think this is typical, but I have zero information for how or why it happened. Perhaps this place just specializes in routine pest control and those clients don't care so much about reliability, but when you're talking about a mammal in your chimney you don't want to wait around on flaky contractors that don't show. Huge waste of time.