As a people-first organization, Western Pest Service strives to deliver the highest standard of personalized, science-based pest control that solves problems relentlessly, and ensures every home and business feels safe, healthy, and protected. It’s not just our job – it’s our purpose. We do it with a smile and humility.
But we’re also human. When we hear we’ve delivered remarkable service or a customer goes out of their way to tell us when a teammate has gone above and beyond, we have to say – it brings a smile to our faces. And it makes us very proud. And we’re not too proud to share it far and wide!
Our reviews, after all, tell the stories we aren’t able to tell. We can say all we want how great our team is. We can shout it from the top of the Empire State Building! But doesn’t it mean more coming from a customer? Someone that stands to gain nothing but putting a smile on our faces? We agree. Here are some of our favorites!
Recently, a technician out of our New York City branch, Felipe, visited a residential customer that was having mouse issues that were causing stress and anxiety. Felipe put his head down, smiled, and brought his expertise in full force – making a heroic enough impact that the homeowner happily gave him and Western a 5-star review. She noted that Felipe was “unlike many companies/techs prior, extremely diligent and knowledgeable about the existing issues and more to the point about recommended solutions.” She also noted that he was very committed to the solution he can come with – making sure it was the right strategy that would fix the issue thoroughly. It may seem like Felipe just did his job, but it was much more than that. She went on to say, “He and the company itself seemed to actually care about the situation as it affected my family and how to solve it, which gave me some comfort finally that this issue would be addressed. In a city where one often finds uncaring and unmotivated technicians and services, Western Pest was a (pardon the pun) breath of fresh air. Thanks Western Pest, thanks Felipe!”
Felipe certainly went above and beyond for this homeowner. But he’s not the only one! Michael, also out of our New York City branch, had his own shout-out recently. This from someone who rents instead of owns. What you have to understand is that, by law, companies are only required to interact with the owner of the home or the property manager of the apartment building. Oftentimes, people who rent aren’t treated like “customers” by many companies. Not Western! We even hear from the people that aren’t technically our customers.
That was exactly the case when Michael visited an apartment resident dealing with a long-running rat issue. For years, holes had gone unnoticed and unrepaired, leaving the resident frustrated and exhausted. But Michael approached the situation with urgency, compassion, and determination. The customer called him “a lifesaver,” sharing that he found issues that had existed for years and tackled a job others may have found daunting. She praised his integrity, his willingness to go above and beyond, and the confidence he gave her that the problem might finally be over. Even noting, “He’s what I’ve needed for the past 30 years.” To hear that someone felt genuine relief after 30 years of dealing with an issue reminds us why our work matters so much and how our teammates make such an impact on our community.
That same level of care extends far beyond a single service visit. One customer highlighted how meaningful true follow-up can be. Months after their pest issue had already been resolved, their pest control partner Torron, out of our West Orange branch, was still checking in. While completing exterior service, he took the time to call and make sure everything was still pest-free and that the family felt comfortable. That kind of proactive care is what transforms a service appointment into a trusted partnership. Solving the immediate issue is important, but continuing to show customers they matter long after the pests are gone is what earns five stars.
Our commitment to customers also reaches far beyond homes. At a 100,000-square-foot manufacturing facility our commercial team at the Lancaster branch has built trust by doing what we do best: staying helpful, responsive, and deeply invested in the customer’s success. In large-scale facilities, pest management is about more than convenience. It’s about protecting operations, products, reputations, and peace of mind. Hearing that our technicians are “always helpful and concerned with any issues” reinforces how important expertise and communication are in every environment we serve, from studio apartments to major manufacturing spaces.
And then there are the relationships built over decades. One loyal customer has trusted Western Pest Service for 25 years and took time to recognize Ozzie Kuok, a technician out of our Mountainside branch, has cared for the home throughout that entire journey. The customer described Ozzie as knowledgeable, affable, and someone who treats their house as if it were his own. From bees and mice to rodents and termite control, Ozzie has been there through it all. That kind of long-term trust is something we never take for granted. It speaks to the consistency, professionalism, and genuine care our team brings year after year.
These stories mean everything to us because they reflect what we strive for every single day. And it’s not just solving pest problems – it’s earning trust, reducing stress, and building relationships that last. Whether it’s Felipe bringing peace of mind to a worried family, Michael giving hope to a renter after years of frustration, Torron following up months later just to make sure everything is still okay, our commercial teams protecting critical facilities, or Ozzie serving one family for decades, these moments are at the heart of who we are.
To every customer who has trusted us in their homes, apartments, and businesses: thank you. And to every teammate who makes stories like these possible, thank you for living the Western way.