Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Rentokil regarding their Pest365 program. I agreed to begin service via phone call and email on April 10, 2025, but never signed a contract. The first service visit took place on April 14, 2025, and it fell significantly short of what was advertised.
  
  The Pest365 program was presented to me as an all-encompassing, year-round pest control solution—a comprehensive service that would thoroughly address rodents, insects, and other pest issues, including sealing entry points to prevent future infestations. However, the technician who arrived did not seem to know what he was there to assess. He placed a few bait stations and did not perform a full inspection or seal any openings. No treatment was provided for other pests such as silverfish or spiders, despite these being specifically mentioned in the program description.
  
  After the visit, I reached out to the company to express my concerns. They acknowledged that the technician should have pointed out the entry points more clearly but said little about the lack of a thorough assessment. I was told that larger gaps would require a handyman, and if I wanted someone to come back out, I would need to call scheduling myself—placing the responsibility on me to follow up on an incomplete service.
  
  I was told the one-time initial charge would be $286, but there was no mention that this amount did not include tax. I was also informed there would be a monthly charge of $43 following the initial visit. I've since seen numerous public reviews about billing and collection issues, and in my case, my payment has already been declined twice.
  
  Given the lack of a signed agreement, the minimal and misaligned service, and my loss of trust, I am requesting that Rentokil cancel the Pest365 program without penalty and confirm that no payment is due or will be charged going forward. I would appreciate the BBB’s assistance in resolving this matter fairly and formally.

  Business Response

  Date: 30/04/2025

  The service was just completed April 14, our office did not receive any call with regards to this issue from the customer.  Our tech is scheduled for a follow up visit May 5 and we will install the second exterior baiter at that time. There was also 6 installed on the interior. We will also have our tech insure the customers knows they can call our office if needing any support prior to filing through BBB. 

  Customer Answer

  Date: 30/04/2025

   I am rejecting this response because:
  
  
  Thank you for the response, but I must correct several points and provide clarification.
  I did call Rentokil shortly after the April 14 visit and spoke with a representative to express concerns about the service. During that call, the representative acknowledged that the technician should have pointed out the entry points during the initial assessment — confirming that the visit was incomplete. I was told that if I wanted someone to come back and properly assess or address pest issues, I would need to call scheduling myself. At that point, I had already lost trust in the service and chose not to pursue further visits, instead seeking cancellation.
  I also want to clarify that I did not request or authorize a follow-up visit on May 5. That date appears to have been created unilaterally by the company. I have no interest in further service, as the Pest365 program was not delivered as advertised — a comprehensive, all-in-one solution for pests, including rodent control, inspections, sealing of entry points, and treatment for insects such as silverfish.
  There was no signed agreement, the initial service was minimal and unprofessional, and follow-up support placed the burden entirely on me. Given the company’s own acknowledgment that key parts of the service were not provided, I am requesting that:
  The Pest365 program be fully canceled
  No additional service visits take place
  I not be billed or charged any further
  Thank you to the BBB for continuing to assist with this matter and ensuring the cancellation is honored without penalty.
  

  I have sent along the email correspondence for review, and the phone call after the assessment took place on April 16. The emails also support I followed up afterwards with multiple concerns.

  
  

  Business Response

  Date: 30/04/2025

  Thank you for reaching out, we will have your account terminated and schedule our Operations Manager to visit your location to remove any devices and services. 

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:
  
  Thank you for confirming that my account will be terminated. I appreciate your commitment to removing all devices from the property. To close the loop, please confirm in writing that:
  
  No further charges will be applied to my account (initial or monthly), and
  The service is fully canceled with no balance owing.
  
  Once that confirmation is received and the devices are removed, I will consider the matter resolved.
  
  Sincerely,
  ******

  Business Response

  Date: 02/05/2025

  The account has been cancelled and no further charges, as well we will remove all devices and work completed, Just to clarify the service that was sold is pest year program. The service scheduled was for set up. The mentioned no spider treatment or silver fish. The spider treatments are typically completed in early summer months when weather is permitting for treatment to take effect and for the target pest to actual be present, the April service time was not the time for this treatment on the exterior. Silver fish we can treat when there is an issue, there was no issue mentioned by the customer to the tech and they also would have needed to be out of the property for a period of time for this service to be completed, silver fish are a humidity issue and this can be addressed with proper ventilation or air flow of the property. We are cancelling this account and note account going forward. The customer did not allow time for the service of pest free 365 to actually be completed and see the benefits of the program or the treatment. All has been cancelled and no further services will be provided for this customer. 

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company never showed up or called for services when my account was active but I was charged monthly I finally had enough after requesting call backs from manager repeatedly with no response, I advised them to cancel my account In January, I received email saying this would be done. Feb I received another invoice and my card was charged I again called they apologize and refunded the charge and promised my information would be removed from their system. Today mar 25 I again received another invoice from them and again called with the same empty promises that they would follow up with a manager. I asked for an email to confirm this conversation but again nothing. I’m beyond frustrated and tired of paying for services I’m not receiving. I just want my account canceled and no further contact from this scam of a company

  Business Response

  Date: 07/04/2025

  We have been in touch with the customer and have cancelled the account that they agreed on, we also credited the month in question and have terminated the agreement with this customer. This was handled in March. 

  Business Response

  Date: 07/04/2025

  We have been in touch with the customer and have cancelled the account that they agreed on, we also credited the month in question and have terminated the agreement with this customer. This was handled in March. 

• Initial Complaint

  Date:24/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Rentokil, specifically regarding their PestFree365 program. Unfortunately, my experience seems to align with similar issues reported on the Better Business Bureau's platform.
  
  Initially engaging Rentokil for one-off services, I proceeded with an annual contract from November 2021. The contract, involving a $175.00 initial fee and a $49.22 monthly charge, guaranteed various services, including scheduled visits and a summer treatment.
  
  Services were acceptable until February 2023, when scheduled visits ceased, and the promised exterior spray treatment was not administered. Despite numerous attempts for resolution, I have received no satisfactory response.
  
  Contacting their central call centre in March and April proved unhelpful. Email communication initiated in July received a response in August from a residential specialist promising escalation. However, subsequent emails to the specialist and colleagues in August went unanswered. A follow-up in September prompted the specialist to request colleagues to look into the matter, but no further communication ensued.
  
  In October, I requested a full cancellation and a refund of accumulated fees. Regrettably, there was no response. In November, another payment was deducted without service.
  
  This ongoing neglect spans nine months, accumulating $450 (~$50 per month) in charges without contracted services or resolution. Attempts to communicate and seek redress have been met with silence, leading me to escalate the matter.
  
  Given the prolonged lack of resolution, I urgently request BBB intervention for an immediate refund of accumulated charges. Additionally, I seek assistance in canceling my PestFree365 subscription.
  
  I've demonstrated patience and understanding throughout this process, and your involvement is crucial to prompt a timely and fair resolution.
  
  Thank you for your urgent attention to this matter.

  Business Response

  Date: 06/12/2023

  Client has been refunded and contract cancelled as requested

  
  

  This was a three visit a year contract. One service was provided, the second service should have been scheduled this summer/fall and the third was scheduled for Dec 14th - Which we have now cancelled.

  
  

  Thanks

  
  

  
  

  
  

  Customer Answer

  Date: 07/12/2023

  I am writing to acknowledge and accept Rentokil's prompt response to my complaint (ID 20911572), as mediated by the Better Business Bureau. While I am satisfied with the resolution, I express disappointment in the lack of prior communication that led to BBB intervention.
  
  Despite this, I appreciate Rentokil and BBB's swift efforts in addressing my concerns. I consider the matter resolved and officially close this complaint.
  
  Thank you for your assistance.
  
  

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rentokil was hired june 2022. We signed their contract for 43.70/month for 1 year with a guarantee of 3 visits per year. They arrived in june 2022 to take care of the pest problem we had. After june 2022 we have never seen them again until april 2023 when their technician came out to reaccess what services we needed after i had to repeatedly call since January 2023. I have been back and forth with them since January 2023 as to why there has been no visits and my credit card has repeatedly been charged monthly since june 2022. They had set up an appointment for May 9 2023 and were a no show again. I want a full refund of my money from june 2022 as this is completely uncalled for.

  Business Response

  Date: 06/06/2023

  We have credited the entire charge including the initial charge and subsequent monthly payments dating back to July 2022 when the contract was signed.  

  Customer Answer

  Date: 06/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20038377, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired rentokil to exterminate rodents on my property. I paid for a full year up front. They said they would come back every month to check on bait stations. They did not do this. The problem presisted. I spoke with them that the problems were not being dealt with. I requested a cancellation and balance of money refunded. I have now been waiting over a month for a acknowledgement of a refund. As of yet I have not recieved a refund.

  Business Response

  Date: 22/08/2022

  Good Morning, 

  
  

  For ID# ******** in regards to ***** ******** a refund has been submitted to our AP department for refund and it's currently being processed and will be sent to her as soon as possible. 

  
  

  Thank you, 

  
  

  ******* ******