My experience with SBBS was mixed. The majority of our interactions with the company were highly favorable and they have some friendly, professional team members. Upon doing comparison pricing, their fees for heat treatment seemed competitive and it is an effective approach. However, our first inspection negatively impacted our overall perspective of the company, which otherwise would likely have received an "A". We first contacted SBBS in November/December 2013. We had just moved into our new home. The first thing we did on moving into our older home is rip out all the carpet upstairs and refinish the hardwood floors beneath. We then moved our things in and started getting to know our new neighborhood. It wasn't long after moving in though (a few days/week) until I noticed that I had bug bites on my arms and legs. Given that it was winter and that I knew someone else who had dealt with a bed bug infestation a few years ago, my thoughts instantly went to bed bugs. My husband wasn't noticing any bites (And he never did; only later did I learn that some people don't react to the bites--mosquitos also don't bother him, jerk.), but I insisted on an inspection, hoping that, since we'd just moved our things in, we could address any potential problems before they got out of control. We called SBBS and an inspector came out with his dog a few days later. I explained all of the above to him and they proceeded to look over the house. The dog was obviously distracted and not focusing very well. However, it did signal twice. But the inspector dismissed these signals, saying the dog was "faking it." He said that he could tell when the dog was faking and just wanted treats. The inspector could not see visual evidence himself (I later learned this is not uncommon early in an infestation--and in my opinion now, not surprising given that our furniture hadn't been there long and we'd thoroughly cleaned the floors to refinish them) and ended up concluding we did not have bed bugs. He said he did see evidence of a prior infestation--old exoskeletons--but that there was no current infestation. He dismissed my concerns saying I must be being bit by "some other bug." And they left. So there I am, crazy lady, writing a check for a service I didn't need because I had some bug bites. But the bites didn't stop. They were never bad. But I'm outside a lot, so they must have been "some other bug." We have a dog. Maybe fleas? The dog wasn't itching. But we fumigated anyways. No luck. Then spring came and we went out of town for the weekend. And the first night after we came back, I woke up looking like some psycho seamstress had been using me as a pin cushion--big red welts all over my arms and legs. That morning, I went on a rampage. Flipped the mattresses over, took the dust ruffle off the bed, pored over every inch of the mattress. And finally found a bed bug in the plastic corner of our box spring. Against my better judgement, we brought SBBS back. Unlike the other companies we called, they did heat treatment (not chemicals--which my research showed was not as effective) and they didn't seem to mind that we'd fumigated somewhat recently. (Rather, they didn't ask.) They agreed. We definitely had bed bugs. A lot of them. It was so bad, they advised us to throw out our box springs as part of the treatment. SBBS arranged to come in the next week and do a heat treatment of the whole house. By getting the whole house treatment, they provided a guarantee that if we found a live bedbug in the following month, they would return and retreat for free. So, knowing how hard the little buggers are to see, post treatment, I bought these--http://www.amazon.com/Climbup-Insect-Interceptor-Bed-Trap/dp/B0033SC0LI/ref=sr_1_2?ie=UTF8&qid=1407709422&sr=8-2&keywords=bed+bug+trap--and I'm glad I did. We caught a live bug within the month window. (However, I should note SBBS didn't recommend this step, which further lowers my estimation of them--yes, if they have to come back, it costs them money, but they should also help their customers as much as they can in addressing this problem for good.) The company stuck by it's commitment and came back and retreated the impacted areas. That was over two months ago and we are still happily bedbug free. (Total time for problem to be solved: Nov 2013-May 2014) So on the one hand, SBBS provided a solid service, stuck by their satisfaction guarantee, and cured our problem. They also have some really nice people working for them. On the other, their poorly performed first inspection and dismissive attitude at that inspection cost us months of living with a problem we didn't need to live with, increased the risk that we spread the problem to others unknowingly (friends stayed at our home in that time and we stayed at friends' homes), and cost us money in the form of new box springs (if we had caught the problem earlier, they likely would not have needed to be thrown away). Additionally, treating bed bugs is a labor intensive process involving a TON of laundry and cleaning. If they had caught it when we first moved in in November, this process would have been significantly easier for us--for instance we bought curtains and two couches in that time that wouldn't have had to be cleaned and treated if they had caught the problem earlier. Moreover, despite being in contact with the owner a couple of times in the process, he never once apologized for his team's error, offered a discount, or volunteered to refund for the cost of the initial inspection (the second inspection's fee was waived since we went with their company for treatment). I can understand that bed bugs are tricky--and I'm sure SBBS can argue that we actually got the infestation sometime between the first and second inspections, not that they came with the house. And they're right--I can't definitely prove my side of the story. However, I would recommend that they adjust their company policies regarding inspections--if a dog signals (even if "fake") or if they find exoskeletons but nothing live--they should recommend (preferably at no/minimal additional cost) that an inspector return within one month for a follow-up inspection to confirm the initial diagnosis. Doing so in my case would have saved me a lot of itching and would have saved them from getting this review.