When I called, they were extremely helpful, friendly and patient with me. Since this is my first time dealing with a rat issue, I had no idea what I was talking about or what I was asking for, and they took me through a variety of scenarios as to what I could expect when they came out to treat the problem. I made an appointment for the next evening at 6. At 6 the day of the appointment, Nathan called to say they'd be here at around 6:15. At 6:15, they arrived at my house. All friendly, all clean, and ready to go to work to address my rat problem. They did their thing, checked out the perimeter of my house, found signs of rat burrows, and went to work setting baited rat motels. Since I have dogs, laying out a whole bunch of snap traps around my backyard simply wasn't an option, so I had to go with the more costly option, which is these rat traps that look like boulders but hold traps and bait inside. I'll need to call them back to come clear out the traps and replace bait, for a discounted rate for each visit, but it's better than me having to do any of that myself - so for now, these guys are my absolute heroes.