We had an extremely difficult situation with very independent, elderly parents who were suffering an ongoing large infestation of bedbugs (and in a large house full of stuff!) and did not quite 'get it' as to not only how to proceed to get rid of the bugs, but even that it was necessary! Owner Susan did the tightrope dance of not only working with my mother but also with my sister and me (with both of us living across the country) to explain, set up and carry out the overall treatment. Twice my parents last minute cancelled. Susan went totally out of her way with patience and new chances. Finally all went thru. My mother had great compliments for how nice the workers were. Susan has continued to beat the drum of the importance of follow-up and how she wants to make sure NWK9 gets every last bug, nymph or egg. I can't even imagine any other company working with this difficult situation and I'm literally amazed it all went thru. I can't say enough about Susan and her company - thorough, patient, everything written out in lists, lots of arrangements as needed, going thru unpleasantness without complaint, and certainly competent and 'know their stuff.' Bedbugs are like the plague and very tricky - it takes patience, commitment, the right equipment, the right treatment plans, and deep knowledge to get rid of them. NWK9 has all of that, but also Susan and her staff are just plain ol' great people.