Pest Share Training - Module 6 - Common Questions 

Common Questions

“The address isn't found.”
Verify that the resident is entering the property address correctly. If the address still cannot be found,  in the submission process, click on the "My Address is Not Found" tab. The resident will enter their contact information and the name of the property management company. An issue ticket will be sent to our coordinators who will research the enrollment information.

“The resident can't submit the request.”
Typically, this is due to the address not being enrolled in our system.  The resident should click on the "My Address is Not Found" tab.

“The picture won't upload.”
Verify that the picture is saved as a jpeg or png file. If it will not upload, you will be prompted toward the end of the submission to provide a reason why a picture is not attached.  Choose the reason why the picture is not uploaded for the dropdown list, or type the reason.

“Why does this pest require a quote?”
Some pests or services are not included in the resident's coverage and may require an out-of-pocket quote, property management approval, or an inspection before treatment can be scheduled.

“Why did my resident get sent to the Action Center?”
The request may have been identified as a non-covered or borderline pest/service and requires property management review. The PM can review the request and determine how they would like to proceed.

“Why hasn't the provider contacted the resident?”
The provider will typically contact the resident within two business days or sooner. If the resident has not heard from the provider, contact Pest Share so the request can be reviewed.

“The PM wants a specific provider.”
Pest Share assigns providers based on the property location, pest, and service needs. A specific provider cannot always be guaranteed.

“The resident wants an exterior treatment.”
Exterior treatment availability depends on the pest, service type, and applicable coverage or workflow. Contact Pest Share if you're unsure whether the requested treatment is available.

“The resident says the pest came back.”
If the concern occurs during the 30-day warranty period, contact Pest Share for assistance with the warranty follow-up. The warranty begins when the service is completed.

“The resident says the provider didn't resolve the issue.”
Contact the service provider for a follow-up treatment. Or contact Pest Share so we can review the service and determine the appropriate next step, including whether the concern falls within the warranty period.

“The resident wants to know whether the treatment is safe for pets.”
The resident should discuss pet-safety instructions directly with the service provider. The provider can explain the treatment method and the product being used, preparation requirements, and any recommended precautions for pets or humans.