Complaints

This profile includes complaints for Rentokil North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rentokil North America, Inc.

  1125 Berkshire Blvd Ste 150 Wyomissing, PA 19610-1218

• 

  Rentokil North America, Inc.

  261 Schoolhouse Rd Ste 2 Souderton, PA 18964-2431

• 

  Rentokil North America, Inc.

  6308 State Route 61 Shamokin, PA 17872-9657

• 

  Rentokil North America, Inc.

  491D Blue Eagle Ave Harrisburg, PA 17112-2314

• 

  Rentokil North America, Inc.

  5410 Port Royal Rd Springfield, VA 22151-2314

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:12/10/2023

  Type:Billing 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.

  ********************* Date: 11/21/2023 06:06 PM To: pestexperts@************ Subject: Account canceled but you keep billing me In spite of having spoken to at least SIX different people on as many phone calls, your company seems to be unable to accept that I am NO LONGER a customer. Number ****** Since March 2023 I have made it clear that I no longer wish to have your services. My once auto-pay was cancelled, and YET YOU KEEP SENDING TECH TO PERFORM SERVICE at my home. And then send me invoices for services I do not want and have cancelled and canceled. Your employees that I have spoken to have no idea what they're doing and seem to think that my saying that your service is no longer required is not adequate. LET ME MAKE IT VERY CLEAR.THE ACCOUNT IS CANCELLED , THE LAST PAYMENT WAS FOR THR FINAL AUTHORIZED SERVICE.ANYTHING YOU DID AFTER I CANCELLED IS YOUR COST. THIS ACCOUNT IS CANCELLED.DO NOT SEND MORE SERVICE TECHNICIANS.DO NOT SEND MORE INVOICES.THE ACCOUNT IS CLOSED November 22, 2023 at 06:06:27 AM PST, NA-CSC Customer Communications wrote: Hello *****, I’m sorry to hear that you wish to discontinue your service with us. I can certainly assist you with starting the cancellation process as my system shows your service is still active I do apologize for the inconvenience. I’ve just submitted the request on your behalf. Our customer service specialists will be reaching out by phone, regarding your concern. Please let us know if you have any further questions or need any additional assistance. We certainly appreciate your business and thank you for choosing Western! Warm Regards, ********* * Customer Communications Team **** ********* **** Suite *** Wyomissing, PA ***** December 10, 2023 at 07:10:19 PM PST Subject: Re: Account canceled but you keep billing me [#******] Just to let you know that I have posted the most terrible reviews of your company on **** and on ********. Shall be using every social media and newspaper review columns to make everyone aware of the crooked company you are. Look out for Better Business Bureau to give you EVEN MORE negative points. Bad enough that I have been put through this crooked months-long torture, your company has the audacity to send me an undated FINAL DEMAND FOR PAYMENT letter, threatening to place the account for LEGAL COLLECTION. In ten days - starting from when? The letter has no date. Another example of zero business sense. Your company has NO face, NO person to take responsibility and all you can do is threaten for an imagined $253.05 outstanding amount? FOR WHAT??? No credit card on file since March, but you insist that I am an active client. No wonder your rating and reviews are disgusting. CEASE AND DESIST. RIGHT NOW.

  Business Response

  Date: 12/29/2023

  Good Morning,

  Our Billing Team emailed *************************** on 12/14 to inform that the open invoices had been removed. The account (#:********* is showing cancelled and there is no balance. We hope this resolves the concern and apologize for the inconvenience.

  Thank you. 

  Customer Answer

  Date: 12/31/2023

  Received this message from Western Exterminator and confirmed that the matter is resolved.  Thank you.

  ----- Forwarded Message -----
  From: "**********************************" <**********************************>
  To: "*********************" <*************************************;
  Sent: Thursday, December 14, 2023 at 06:17:54 AM PST
  Subject: Pest Services
  Western Exterminator Company
  A Rentokil Company
  PO Box ******
  Cincinnati, OH **********
  ************
  
  December 14, 2023
  ***************************
  ** ************
  NEWPORT BEACH, CA  **********
  Hello *****,
  I received your message and in the **********'s important to call directly to the company to cancel your services.
  Confirming I adjusted off your 3 open invoices on account.
  Thank you,
  
  Western Exterminator Company
  Regional Billing Admin Team
  

  Customer Answer

  Date: 01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair 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 and paid them on 9-14-2023 to kill bees, mice and ants at my mother in laws house at ********************************** in Fairport, NY. I was charged $476.28. They did kill the bees but did nothing about the ants or mice. I have contacted the company on 5 different occasions by phone and was told I would be receiving a refund of $238.14. As of today, I have not received anything.

  Business Response

  Date: 12/29/2023

  Good Morning,

  The customer (account #: ******** has been credited and there is a zero balance on the account. The refund request was submitted on 11/27 and was processed the week of 12/7.

  We apologize for the inconvenience and hope this resolves the concern.

  Thank you.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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.

  In 2022 I complained to my Exterminator Technician ****** that the insulation wrapping pipes in my crawl space had fallen down. I wanted to know if rodents or insects could be involved. ****** said that this was not his problem. I escalated this and other issues to his manager **** and asked for a different Technician. **** said he would work the issues with ******. But month after month the service level deteriorated, and I continued to escalate to the manager ****. ****** became belligerent with me when I would ask him to perform the services I was paying for. I wanted a complete search of my crawl space and 2 attics included in my service contract, and also a thorough sweeping of my house eves for spiders. ****** refused, time and again. Finally, after a year of escalations to his manager ****, a date was set in the future for them both to come and check-out my crawl space to determine where rodents could be entering from.In the interim, I hired a Contractor to tear down the Insulation, where he found 17 dead mice and rats. He searched further into the crawl space and found a dead rat next to corroded AA batteries and 2 bowls of poison with dead mice around them.On 11/14/23 **** and ****** arrived at my house and spoke privately before joining me. (I now suspect that their predetermined conclusion was to discontinue my service, rather than be held accountable.) I stated that I was very unhappy and had to hire a contractor to prove that my crawl space did indeed have dead mice and rats. I motioned to a bag containing the dead rodents from the insulation, as proof. They were unwilling to examine the evidence. I asked if they would at least remove the bag and search out the other areas. ****** said, "Have your contractor do this". I replied that he was not an Exterminator and asked "What do I have you for then?" The manager **** abruptly said "That's it. We're outta here". After that I learned he canceled my contract. I paid $123/visit = $3,700

  Business Response

  Date: 01/02/2024

  Good Morning,

  The account was credited in the amount of $143.45, brining the balance to zero. Please see comments below from our Manager in that area that had been assisting this customer.

  Thank you. 

  Responses to allegations:
  
  1) Heating duct insulation hanging down - customer advised to arrange for an HVAC contractor to re-install the insulation, we are not certified for HVAC work.
  
  2) Crawl inspections were performed 7/6, 8/2, 9/20 - no recent rodent activity detected - all snap traps were cleaned, baited and set.
  
  3) No rodents were found in a trash bag as alleged.
  
  On Thursday November 16th 2023, my technician and myself were subjected to a forcible, expletive filled verbal assault on the doorstep of *************************************, falsely accusing my senior technician of fraud, deception and lying.
  
  My technician is a seasoned level 5 senior operator and consistently receives the highest customer feedback ratings in our district, he is known for his integrity, politeness and kindness to his customers. Going forward I will not allow any of my technicians to enter this property for concern of their personal safety with potentially harmful & emotion filled outbursts.
  
  This abusive behavior can be confirmed and verified by my colleague Operations Manager *********************** who originally opened the account on May 13, 2019 and has been actively accommodating her for the duration.

• Initial Complaint

  Date:12/03/2023

  Type:Sales and Advertising 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.

  The previous owners used this service. I did not initiate service with this company. This company has spent numerous attempts (lots of junk mail) trying to get me to sign up with their service. Their latest attempt is a bill with an overdue balance. Unfortunately, this kind of bad business behavior is too common. Someone won't sign up for your services, so you send them a fake bill. Get them on the phone and try to sell them new service while you "correct" the mistake.

  Business Response

  Date: 12/28/2023

  Good Morning,

  Thank you for your patience while we looked into this concern. The account is not active and there is no balance therefore no invoice/billing notifications should be sent. We hope this helps resolve the issue and apologize for the confusion. 

  Thank you.

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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.

  In May 2023, we paid Western Exterminator $1,100 for a termite extermination service (not a full house tenting). In September or October, we noticed a large number of termites in the same area. We called and asked them to come out to see as the service should be covered by their warranty. We booked an appointment, with confirming email, 4 different times and each time was a no show/no call. We called two other times to speak with a manager and were told a manager would call us within 30 minutes, but this did not occur. In the last call, we were offered a refund and told we would receive a confirming email and this did not occur either. It seems obvious that the company has no intention of honoring its warranty. We would not have hired them for the first job without the promise of the warranty

  Business Response

  Date: 12/20/2023

  Good Afternoon,

  It appears that this issue has been resolved with the customer. The account balance reflects zero, and the refund requested, per the account documentation, indicates that it has been resolved as of 12/4/23. We apologize for the inconvenience this has caused the customer and hope this resolves the concern.

  Thank you. 

• Initial Complaint

  Date:11/28/2023

  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 received an unexpected overdue notice for $150.08. I had not agreed to continue my service policy and had declined the offer to schedule the appointment this year. But they went ahead and billed me anyways. So I replied with a letter advising that I don't owe the company any money, there had been no services this year. Then today I get a final demand for payment with a threat to place my account in "Legal Collection." This is ridiculous and completely unnecessary, maybe they think I'll just pay it anyways? That would be a hard NO, and as I realize that the local guys who work for ** Pest Control are probably awesome, but this company that runs their billing is just awful. I don't owe anything and I want them to close whatever account they have with my name with a $0.00 balance and to stop sending me threatening letters for a debt that does not exist.

  Business Response

  Date: 12/18/2023

  Good Morning,

  Our District Manager in the area reached out and left a voicemail letting the customer know that his Termite service has been cancelled and the account reflects a zero balance as of today, 12/18. The customer responded with a text message confirming. We hope this helps resolve the concern and apologize for any inconvenience.

  Thank you.

• Initial Complaint

  Date:11/28/2023

  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'm not paying for services that weren't rendered. Theyre trying to charge me $422. And they missed 3 appointments and never came. Service technician says he sprayed outside the house. Tenant was home all day and did not hear or see him. He did not enter the home either. That was part of the $422. The service technician is lying about his visit and I am not paying. He didn't even knock on the door

  Business Response

  Date: 11/29/2023

  I spoke with ******************* last week on or about 11/22.  I had created a workorder for us to return to the location to complete the treatment on Monday 11/27 and asked that ***** return call when tenant will be on site for us to return.  Did not hear back from him and he received aa automatic notification that we would be out on Monday(which we were not going to be if he didn't confirm).  I was off on vacation for Thanksgiving on Friday.  Got his message on Monday and sent him an email explaining what happened, it was an automatic notification for the work order sitting on hold waiting for him to confirm.  All we are trying to do is satisfy him by following up first visit if we did not complete the service as he suggests we were not there.  If he wants us to complete it we certainly want to resolve that, I have a feeling he may be trying to get out of payment.  I will follow up with him again by phone call today 11/29 after 3 pm as he requested on voicemail to either arrange service completion or we will cancel any outstanding invoice and part ways with this customer.  Thank you.

  Business Response

  Date: 11/30/2023

  Good Morning,

  Thank you for your patience while we looked into this concern and reached out to the customer. The Manager spoke with the customer yesterday, 11/229 and offered to reschedule the service, however the customer did not want to do this. The invoice was cancelled and service will no longer be active, per the customer's request.

  Thank you. 

• Initial Complaint

  Date:11/28/2023

  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 have been a customer for over 20 years. Recently, Ehrlich has scheduled appointments and the technician is a no-show. I canceled my service and yet they continue to hill me. Between July and August, I had 3 no-shows in a row. Every time I called, their phone center had no notes about why a technician didn't show up. I had to take off work to wait for these no-shows. Multiple times i was told a manager would call me, but they never did. Finally, on September 15, I canceled my service. I was told that billing would stop and nothing is owed. On October 27, I received a notice of overdue monthly payment. I disputed the charge by email. On October 30, I received an email noting Ehrlich had zero'd out the balance and I owed no money. On November 20, I received a new notice of overdue payment - the exact payment I already disputed and thought was resolved. I called twice and spoke to 2 different people, neither of which could help me and of course no manager was available to talk. Ehrlich needs to stop billing me and close my account. If anything, they should be refunding me for all the time off work for their missed appointments. I have call logs, emails, and detailed notes from these interactions.

  Business Response

  Date: 11/28/2023

  The complaint received is for a customer that our Springfield, VA Ehrlich branch provides service. Please forward to the appropriate BBB for this operation. Their address is ****** **** ***** **, Springfield, VA  *****. The Baltimore Ehrlich office is not able to assist with this and needs to be redirected to appropriate Ehrlich office. Thank you. 

  Business Response

  Date: 11/28/2023

  This BBB actually belongs to District 290 of Northern VA. I have reached out to the customer to apologize for the lack of communication and offered to refund her last payment at the end of August. This is documented in our system and submission sent to admin to get the check refund processed. Awaiting comment back from the customer.

  Business Response

  Date: 12/20/2023

  Good Afternoon,

  The Branch Manager, *************************, reached out to the customer via email on 11/28, apologizing and honoring the refund request. There is a zero balance and effective 9/15/23, the account has been cancelled. We hope this resolves the customer's concern and apologize for the inconvenience.

  Thank you. 

  Customer Answer

  Date: 12/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair 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.

  On 11/9/23, Ehrlich sent a person to my house to take care of ant/spider problems I was having. Driver was upset; said he had driven 2.5 hours to my house and my regular person, ******* *******, would be returning to work on 11/14/23. I asked him to take care of the outside, garage, front and back porch areas before coming into the house; said he would knock when he was done outside. Not even 10 minutes later he knocked on the door with only a metal spray container in his hand, which is what he says he used in the garage and outside areas. I asked if he did the entire outside, garage, windows, doors, porch and deck, to which he replied. "yes." There is no way that could have happened in the 10 minutes he was outside. I showed him where I had seen ants inside and told him which walls were common with the garage. He barely sprayed anything from his container; didn't even take 10 minutes on the inside when he said he was done. I asked if he had put baits or gel down outside; he said it wasn't necessary, the spray would take care of it. I called Ehrlich about his lack of proper pest control and his attitude and said it was NOT a $175 job and I refused to pay for it since I still had an active ant problem and was told no one else was coming until my follow-up with ******* ******* on 11/21/23. I spoke to *** ******* who was very apologetic and understanding when I said I did not wish them to ever come back to my house. Whatever spraying that was done did not take care of my problems. I called Ehrlich several times to request an immediate repeat visit, which did not occur. I told them I did not want to use their service and to cancel my account, cancellation confirmation #****** on 11/16/23. "****" said I should have gotten better service and would have dist. mgr. ****** ***** call me; never heard from anyone until I got a bill on 11/22/23 for $175 for "residential corrective with initial maintenance." I refuse to pay for service that I never received. Shame on them.

  Business Response

  Date: 12/20/2023

  Good Morning,

  Our Branch Manager, ***********************, has attempted to call the customer, *************************, a few times within the past couple of days. He was not able to speak to anyone, however he left a voicemail indicating that the $175. charge was removed. The account does reflect a zero balance, and as of 11/16 the account has been cancelled. We apologize that the customer was not pleased with our service and hope this resolved the issue.

  Thank you. 

  Customer Answer

  Date: 12/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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.

   August 2023 we were notified by D's Pest Control that their business had been purchased by BugOut and to simply call the local number ###-###-#### to schedule services. Soon after this, I called this number to schedule service at one our rental homes. I was shocked to learn that the call center was in Florida, the billing office was in Cincinnati, OH and there was no way for me to communicate with the local people in Lubbock, TX. On August 28, 2023 I notified Bugout that our rental company ****** ********, LLC was terminating all services with them and listed each of our properties which we own and manage. We received email confirmation that they received this termination on 08/30/2023. We received a past due bill for purported services in the amount of $240 but no service was authorized or received by us. We contacted BugOut by phone (###-###-####) on 09/05/2023 and talked to ***** who routed us to ***** who then routed us to ********* at their district office. ********* told us she could find no account for us and to ignore the bill. I was not satisfied with *********'s response so on 09/22/2023, I sent an email response to ****** ******** - ***************@rentokil.com, who had created the bill, explaining that we had terminated Bugout services in August, had authorized and received no services and that we would not be paying this bill. I also demanded that they cease and desist from sending us bills, contacting us or entering upon any of our properties. Alexis Rayfield responded 09/25/2023 by email stating that she had gotten this adjusted and we would not receive any calls or emails again. On 11/10/2023, I received and email from [email protected] stating that they were scheduled to spray one of our homes. I immediately on 11/10/2023 replied via email that we do not use BugOut services, to cancel this appointment to not reschedule. I received their confirmation yet they still sprayed this home & one other. I want them to STOP!

  Business Response

  Date: 12/20/2023

  Good Afternoon,

  It appears that this issue has been resolved as there is notation on the account instructing not to contact this customer any longer (11/21/23).

  The account was cancelled effective 9/5/23 and there is a zero balance. We apologize for the inconvenience and hope this resolves any concerns.

  Thank you. 

  Customer Answer

  Date: 12/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am disappointed that it took so much effort to get this resolved and must say that I will not recommend this company to others if they should ask my opinion.
  
  Regards,
  
  ******************************* - ****** ********, Llc