Please do not take the process server's response as how he really feels. They are walking into a very highly charged situation. My brother was a process server and he told me he agreed with EVERYTHING the people said and appeared very empathetic only so he could serve the papers and get out of there without injury.

They are forced to agree with the people - in reality they know that it doesn't come to eviction unless something is wrong about the tenant - either late or non-payment of rent, hoarding, safety issue, etc.