Termite Callbacks

A Zeneca field study indicates that callbacks can be dramatically reduced by correcting conducive conditions and incorporating a range of treatment options into your termite programs, including foam applications and replacing damaged wood with pressure-treated lumber.

Insect activity and damage, particularly as it relates to termites, is a function of biotic factors (e.g. environmental conditions) and abiotic factors (e.g. structural design features). While the species of subterranean termite we most frequently contend with in the eastern United States, Reticulitermes flavipes, is the same in the North and the South, the environment and the structures in which they operate are dramatically different. These factors play a significant role in our ability to effectively prevent termite damage in structures.

Beginning in 1993, Zeneca Professional Products sponsored two studies — one in New York and one in Florida — to investigate the issues related to callbacks in these geographic areas. The results of the New York study were published in the February 1994 issue of PCT magazine. As the ultimate sequel to these studies, in September 1995, Zeneca sponsored a National Termite Control Workshop in Gulfport, Miss., the highlights of which are available on videotape. (Editor's note: If you're interested in receiving a copy of the videotape, contact Dr. Bill McClellan at 302/886-1882.)

The Florida study focused on two objectives: (1) determining how pest control companies have approached retreat problems and (2) conducting a thorough examination of several Florida problem accounts. The latter objective focused on gaining an understanding of retreat or problem accounts and developing possible solutions for these accounts.

Two industry consultants, Dr. Ray Beal and Dr. Austin Frishman, along with Zeneca representatives, paired up with several Florida pest management companies to investigate various problem termite jobs. In comparison with the New York study, the Florida study involved more than one company and greater variability in the investigating teams. While it lacked the continuity of the previous study, it afforded the opportunity for more diverse assessments and broadened the scope of problem solutions.

Callbacks ranged from suspicious sightings of winged ants and post-treatment swarms to suspicious damage revealed during renovation and continuing termite infestation. Regardless of the reason for the callback, it adversely impacts your bottom line and rarely engenders a feel-ing of confidence in your customers. In many cases, the knee jerk reaction in dealing with a callback is to pump more chemical into the ground and spend little, if any, time analyzing the cause of the failure. This study was de-signed to provide some additional insights on the subject.

The maximum number of retreat-ments was 15 spot treatments in a five-year-old residence; however, the median number of retreatments was four. The highest cumulative volume of product for all retreats on a single residence (five years old) was 850 gallons. Considering the average footing depth is probably less than 1 foot, this is a lot of termiticide, even for a large home.

The construction was either slab on grade or supported slab (96%), with one structure having a crawlspace. At least 52% of the structures had hollow block walls. Stucco in contact with the soil was commonly applied over block, wood frame, or foam insulation in at least 56% of the structures. Brick veneer and wood siding were the other exterior sidings noted.

Approximately 88% of the structures had some type of moisture problem. The most common situation was drainage toward the structure or from the roof onto the siding materials. Irrigation systems were often found spraying onto the siding and the discharge water from air conditioner condensation pipes usually drained against the foundation. Roof and window leaks were also reported in 20% of the structures.

PROBLEM SOURCES. After visiting the sites and collectively analyzing the problems with a consultant and Zeneca representatives, the pest control company repre-sentative(s) were asked to identify the major sources of the callbacks in their accounts. They included:

(1) Moisture

"The chemical barrier may be reduced by environmental influences, such as sunshine or rain." — Paul Felker, Bug-Out Service, Jacksonville, Fla.

Long-time PCO Paul Felker really "hits the nail on the head" with his observations. There are many environmental factors which affect the behavior of termites. But even more important, environmental factors significantly affect the performance of termiticides. Unfortunately, we know very little about the environmental factors which cause degradation and poor performance, and even less about preventing the loss of efficacy. However, in reviewing all the information relating to this study — particularly the observations and comments of all the parties involved — a fundamental fact leaps out: Moisture is the primary conducive condition. Moisture plays a significant role in termite behavior and is most likely the single most important factor in termiticide performance.

Dr. Austin Frishman states, "above- ground moisture is a major factor, and more importantly only a little moisture is necessary for termites to survive."

Contributing factors identified in the Florida investigation were roof, window, and door leaks, electrical boxes embedded in stucco, sprinkler systems spraying water on structural components, and sheathing running into the ground (stucco and foam insulation).

(2) Termites

"Aerial colonies are somehow able to survive, and are somehow getting through barriers," — Tom Jones, Jones & Sons Pest Control, Bradenton, Fla.

Austin Frishman points out that termites can survive above ground once the barrier is breached, and secondary infestations are becoming more of a problem. Cutting workers off through soil treatment can lead to the development of supplemental reproductive and above-ground colonies (nests). It is generally accepted that wood moisture content >15% promotes above-ground survival and colonization can occur at >20%.

Once an above-ground colony is established in the structure, locating the site of infestation is critical to colony elimina-tion.Unfortunately, the emergence site of swarmers rarely leads to the infestation site or the location of secondary colonies.

(3) Construction

"Termite problems often result from reasons other than those relating to the chemical used, i.e., poor application or structural problems may be at fault." — Bryan Cooksey III, McCall Service, Inc., Jacksonville, Fla.

Most of the construction faults noted during the on-site investigations related to faulty grading, poor roof drainage, roof/window leaks and soil-to-"wood" contact. "Wood" in this context includes stucco, foam insulation, brick veneer, etc. These direct soil contacts provide a conduit for termites to gain undetected access to wood in the structure and wick moisture up into the structure, thereby enhancing their ability to survive. In ad-dition, foam insulation and the voids be-hind veneers can provide conditions suitable for secondary colonization.

In Florida, many homes utilize irrigation systems to water lawns and shrubbery, and often the sprinklers are directed toward the siding material or into areas where soil moisture accumulates, such as mulched plant beds or vegetative ground covers. In the South, air conditioning is a necessity of life and, in comparison to many other areas in the U.S., operates almost year-round. Condensation lines often are routed to the exterior wall and the water discharged adjacent to the structure, allowingthe accumulation of large amounts of water.

Rainfall in many areas is 60 inches or more per year, however, gutters are rarely installed and roof design generally fails to consider the impact of runoff. Probably because Florida soils are considered highly absorptive and evaporation of ground water is quick, runoff and drainage gets very little consideration in the development of the building site, resulting in conducive conditions for termites.

(4) Termiticides

"The angle of drilled holes can affect where the termiticide goes." — John Lane, Aggressive Lawn and Pest Services, Orlando, Fla.

It is interesting to note that most of the structures examined during the study were built since 1987. Who can forget that on April 15, 1988 the last gallons of chlordane were applied for termite control. Is this a coincidence? Perhaps not. No question, there were callbacks with chlordane; however, it was much less expensive than competitive products, could be used at concentrations eight times higher than its effective dose, and was more persistent.

While our expectations and those of our customers for the newer products have remained the same, currently registered termiticides are not the same as chlordane. If we apply them at labeled rates, we are operating on the fringe of five years of persistence in some locations (per U.S. Department of Agriculture concrete slab data, Gulfport, Miss.). The ground board data in these same studies reflect performance in perimeter soils, and sometimes there is no more than two years of protection.

At numerous sites in the study, termites were found tubing through or out of soil treated at no less than the minimum label rate and, in some cases, the maximum rate of application. Invariably, these were sites which had some type of moisture problem. In some cases, it is suspected that application was made when the soil was saturated.

Austin Frishman points out, "protecting the termiticide barrier at the soil surface is critical. Rain running off the roof (no gutters) or down siding, biological degradation at the soil surface, and other factors can diminish the effectiveness of the termiticide and permit the termites to breach the barrier." Research is just beginning to address these questions.

University of California at Riverside research has determined that pyrethroid termiticides such as cypermethrin (Demon TC, Prevail) are much more tightly bound to soil particles than organophosphates and so are not translocated as far in the riverbed soils as tested. Further, pyrethroids are much less water-soluble than organophosphates and some newer compounds, and this may also affect leaching. More research on soil movement of termiticides is needed. Unfortunately, the answers will only be site-specific.

Frishman further concludes, "Use of more product is not the solution and it is not environmentally responsible." There is no question that cumulative applications of more than 800 gallons of termiticide in less than three years around one structure is neither environmentally responsible nor effective. Furthermore, it is not cost effective.

One thing is evident in reviewing the many articles, presentations, and studies on this subject: callbacks remain a problem regardless of whether the product is old or new.

(5) PCO Training

"There needs to be constant training of inspectors and sales personnel so that they can better identify problem areas." — Jeff Puckett, Hatley Pest Control, Winter Garden, Fla.

The PCOs who participated in this project attributed the major causes of callbacks to sales people and technicians. Many salespeople do not seem well-versed in termite management, and most technicians are not well-versed in sales. Therefore, a disparity often exists between the salesperson's appraisal of what has to be done and the price at which a job was sold, and what the technician must accomplish at the site and within what financial constraints. Furthermore, which one of these individuals is responsible for consumer education?

The consensus of the group was that most Florida PCOs approach termite planning not to profit from original treatment, but to profit from annual renewals and inspections. This seems to be a recipe for failure.

The on-site investigation into problems associated with these structures indicates that comprehensive plans are rarely developed to deal with termite problems. A review of the records indicates that the first approach to a callback was usually to apply a termiticide, and when that didn't work, to apply more termiticide or to switch products. If problems persisted, they applied more termiticide, while conducive conditions remained uncorrected. In very few cases were conducive conditions identified and acted upon; however, when they were, the problem was quickly resolved.

Occasionally, during the initial treatment, areas are overlooked which require treatment. However, after the first callback, soil termiticide applications are probably not the answer, and the problem must be examined in much more detail, so it can be corrected the second time.

At several structures, it was apparent that areas under the slabs were not treated properly. For instance, exterior obstructions, such as ornamentals, planter boxes, etc., caused horizontal holes to be drilled at angles. On the interior, expansion joints, slab cracks and critical areas were not identified or simply were not treated.

CONSUMER EDUCATION. The key element in the success of termite management is consumer education — both oral and written — and commitment. The consumer plays an essential role in sanitation, breaking soil-to-"wood" contacts, and solving moisture problems near the structure. Whether the pest management company performs these services or not is immaterial; the important point is that they are performed.

"More effort must be made in ensuring that the customer follows up on items that are his/her responsibility," said Joe Essex of All America Termite and Pest Control, Orlando, Fla.

Often, major changes in grading, drainage, landscaping and other factors leading to the accumulation of moisture around a structure may be necessary to remediate moisture problems. Unfortunately, this is expensive, and the consumer is reluctant to make the changes. However, redirection of sprinkler heads, installation of gutters, relocation of condensation drains, caulking around windows and doors, etc., are inexpensive, easily accomplished, and can be very effective in remediating moisture problems.

DESIGN & CONSTRUCTION.

In termite management, there is a reluctance to be structurally invasive, even when this may assist in problem resolution. The customer does not want the inconvenience and expense of having walls opened, tile and carpeting ripped up, etc. However, often this is necessary in order to detect structural anomalies or flaws that are contributing to the problem and to allow treatment of interior areas.

Some structural problems, such as stucco and/or foam insulation below grade, slabs preventing treatment, decks, etc., require remediation that are beyond the scope of the customer, and, many times, the PCO and other professionals must be brought into the mix.

If secondary colonies occur, remedi-ation of the problem may require the removal of studs, flooring, joists, foam insulation, and other structural members.

Many of these problems can be resolved in the design and construction of buildings. It is imperative that PCOs work with local building code officials, architects, builders and other building trades people to design and construct fa-cilities that prevent moisture problems and termite infestations.

THINK CREATIVELY. If salespeople are utilized by the pest management company, it is essential that they be familiar with termite biology and behavior, and, even more important, be able to identify conducive conditions.

Salespeople and technicians must be able to recognize different types of construction, such as 3-hole or 2-hole block, stucco covered foam insulation, slab construction, moisture problems, etc., and spend more time on the inspection to determine potential problem areas and develop a comprehensive treatment plan. They need to try to do the impossible — to see behind and under walls, floor coverings, etc. — and think creatively.

"Investigation may require structural exploratory surgery," says Austin Frishman, including the use of a borescope or the installation of inspection plates and plywood panels under carpet to provide easy access to locations where termites commonly gain entry to structures.

Always question the customer about structural changes, tree removal, hail damage, leaks and other modifications in, on, and around the structure that may contribute to a termite problem.

USE A MOISTURE METER! This instrument, which readily detects moisture-prone areas and termite activity which requires remediation, is invaluable when investigating termite problems.

Since termites survive in attics when there are water problems, they can feed year-round and cause significant damage; therefore, Frishman recommends that attics be inspected prior to treatment and annually thereafter.

Don't wait a year to reinspect. He recommends a follow-up no more than four weeks (many participating PCOs said 6 to 8 weeks) post-treatment. The key thing to look for is tube construction in treated areas. Some companies recommend placing stakes in the barrier treatment to monitor activity.

Detailed records are essential to an effective termite management plan. Inspections, treatments and other remediation procedures should be so detailed that anyone can pick up the records and have a historical picture of the property and what has been done to treat it. "There needs to be better documentation before and after treatment," Joe Essex of All America Termite and Pest Control, says.

INNOVATIVE SOLUTIONS.Companies must think "out of the box" and get away from considering soil-applied termiticides as the only solution to persistent termite problems. The termite management plan must consider the use of all available tools, including baits, dusts, wood treatment and other products as they are developed.

When termiticide applications are made, they must be comprehensive. All voids must be treated, e.g. veneers, in and between blocks, corner voids, under slabs, etc. Since it can never be certain that a continuous barrier is in place, it is better to maximize the application rate — use full label rates, achieve the best repellency, and slow the loss of the soil residue (ppm). Use foam applications to better distribute product in voids, gravel substrates, around critical areas, and anywhere else liquidsdo not reach effectively.

SUMMARY FINDINGS. The results of the Florida study produced the following findings of interest to PCOs:

* In many cases, termites remained active at the original infestation site.

* Retreats exist regardless of the product used, e.g. chlordane, aldrin, Dursban, Equity, Torpedo (Prelude)

* Secondary infestations are becoming more common.

* Structural modifications or repairs may be necessary to control termites.

* Business opportunities exist for PCOs who are willing to perform repair and alteration services in order to remediate problems.

As a result of the preceding findings, as well as interviews with program participants, Zeneca recommends the following course of action to reduce the incidence of callbacks:

* Conduct thorough inspections at the time of sale and during the actual job. This is critical to mitigation of future termite problems. Knowledge of construction is essential to performing adequate inspections.

* Use moisture meters/detection devices during inspections.

* Replace damaged structural wood, such as sill plates and wall studs, with pressure-treated lumber or wood treated with borates.

* Full label rates of termiticide may be more effective, i.e. structures treated with less than the full label rate are more prone to retreat problems.

* Use foam applications to deliver chemical barriers to areas not normally reached with traditional liquid treatments.

* PCO damage and treatment warranties may be contingent upon adequate repairs being completed. In such cases, PCOs should clearly communicate and document to the customer what repairs are necessary.

All involved were quick to agree that the Zeneca-sponsored Florida callback study was a very useful exercise to reveal potential problems and avoid further callback situations. The interaction of companies and "extra eyes" on the site inspections contributed to a better understanding of conducive conditions and areas to consider in making more successful termite treatments under difficult Florida conditions. We hope you will find the observations and results of the study to be of value in analyzing your company's callback problems.

Dr. Richard Kramer is a contributing technical editor to PCT magazine. Dale Kaukeinen is product service lead for Zeneca Professional Products.

Zeneca participants in the callback study included John Boltin, Territory Sales Lead, southern Florida; Lee Bloomcamp, Territory Sales Lead, northern Florida; Dale Kaukeinen, Product Service Lead; Tom Gallo, B.C.E., Technical Specialist; Paul Bello, Regional Technical Coordinator; and Dr. William McClellan, Technical Business Lead. Outside consulting experts were Dr. Austin Frishman, B.C.E., AMF Pest Management Services, and Dr. Ray Beal, termiticide consultant, formerly of the USDA Gulfport Forest Research Station.

WAS THE ADVICE ON TARGET?

How effective were the recommendations of the study staff in reducing callback problems at the study site? Determining effectiveness is a long-term proposition with termites. Checking back one to two years later with some of the companies in the study elicited these responses which were typical of all companies contacted:

"I am still following the recommendations that the Zeneca study provided in a general way in all my termite work," said Bryan Cooksey of Mcall Service. "We try to make very careful inspections and to look for moisture problems and other conducive conditions. I thought the study was very valuable. Of the three homes we investigated with Zeneca and the consultants, one has not had another retreat in two years, one had continuing problems because the customer would not make the changes we requested, and the third house was sold and we lost the account."

Tom Jones of Jones & Sons commented on the homes in Bradenton and Holmes Beach, Fla., that were part of the study. After cutting stucco off from the soil at least 4 inches above grade and retreating a four-unit condominium, only one of four units has required additional treatment. A single-family home which the company originally treated as two-hole block was found to have three-hole block. Treatment of the third block void resolved the problem.

Mark Paul of Reliable in the Naples/Ft. Myers area said in one of the study homes all the problem areas were solved except for an area involving moisture problems in a tiled shower stall. Two other study sites have not required retreatments in the three years since the study, except for one requiring a spot treatment around a back porch area. Other active areas were successfully dealt with, in part because owners cleaned gutters or installed gutters and drains to remove rainwater away from the foundation.

Other respondents noted they lost many of these accounts due to customer dissatisfaction at the point of the inspection, when several retreats had been attempted. Most agreed trying to find the source of the problem before it becomes unmanageable can stop termite problems and keep customers.