We have had this particular customer for about 2 yrs and in the mean time she had a relative come and move in with her. Her relative brought several boxes and along with them an infestation of German cockroaches. But, since the tech never knew about these boxes we continued doing regular treatments until 2 months after the relative had moved in which was June. At some point she needed to get some things out of one of the boxes and stirred the roaches to life. Since the boxes were stirred she was getting an influx of roaches into her home so she called us and we went out to do a roach treatment as a callback. She called back 2 weeks later and she was then due for her regular service at this point so we treated for her regular service along with the interior for these same roaches. This went on for 2 months and she now wanted a manager to go out to her house and get this situated. I told her that I would take care of this along with a tech to double team this problem. Little did I know how bad this problem was. Although they did not make it upstairs their problem was still severe, but we did an intensive treatment and set up a follow up the very next Friday. This time I took a different tech to show them how bad the situation was. When we arrived the problem was still there but did see several dead roaches, so went at it another way with a full Nygaurd interior treatment. Nygaurd is a product that we use that is labeled for roaches. This is something that we have not tried in our office till this year so we set up another follow up and came back the following week and several more dead roaches were found. So at this point we proceeded to treat under her dishwasher and her stove to extend the barrier and set another follow up. The last follow up she did not show so I baited the outside and left a note for her to call me. When she called her statement to me was since she had not seen anymore roaches she did not think that she needed to be there. We still went one more time to follow up and had not even seen any more dead roaches. We still treat this customer to this day. In our last conversation she told me that she blames it on her relatives who no longer live with her but brought the roaches, and that she is for ever grateful that we are her pest control company.