Business Profile

Pest Control Services

Rentokil North America, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

346 total complaints in the last 3 years.
100 complaints closed in the last 12 months.

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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:01/03/2024
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.
Paying for service for insect prevention/control in residence. No satisfaction after 4 months of complaints despite expensive monthly billing. Then, after asking to have issue remedied for the 5th time, my issues were dismissed. Complete lack on this organizations part to DO THEIR JOB. Is it too much to ask a pest control company to actual control pests?
Business Response
Date: 01/03/2024
This is not our client. I am in Pittsburgh We have an office in York PA.
Business Response
Date: 01/26/2024
Good Morning,
We have looked into this concern and the billing adjustment has been made. The account reflects a zero balance. Per our Manager in that area, ***************************, contact had been made with the customer as well. We hope this helps resolve the concern and apologize for the inconvenience.
Thank you.
Initial Complaint
Date:01/01/2024
Type:Customer Service 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.
On October 27, 2023 a technician came to my house to do "pest exclusion" service. The work completed is absolutely not what I thought I was agreeing to, nor I would have ever agreed to what they did. I verbally agreed for the company to "rescreen my foundation vents and seal entry points around plumbing and electrical lines." I assumed this meant they would go into my crawl space and seal up the plumbing and electrical lines into my house and replace the screening on the vents. What they did is sloppily add screening to the outside of my vents and (with bright orange foam) attempt to seal up the many holes on the outside of my brick - including the weep holes. To be clear, I think it is impossible to keep mice, etc. from a crawl space in a house as old as mine. It is misleading to pretend this would work! (I would never have agreed to this had i known it was the plan, but I point out that that MANY holes and thus entry points were left.) I asked the technician if he had been in my crawlspace to seal the water lines or electrical lines and he had no idea what I was talking about. I immediately called the sales representative to explain the situation. No resolution. I called the Bug Out office. They said they would "discuss it" in their management team meeting. I heard nothing else. Subsequently, I have called customer service multiple times as well as sent emails. I have asked for the following before I pay the bill: 1) A copy of the service agreement or other document that outlines what "Wildlife Exclusion service" is supposed to entail.2) An itemized bill that includes the cost of materials and labor. 3) A manager who knows what they are talking about to come to my house and see the work and discuss the issues with me so we can come to a resolution. A "manager" did reach out to me, but the manager was actually the technician who did the work (apparently promoted in the interim). No one with any real power to resolve the situation has reached out to me.
Business Response
Date: 01/26/2024
Good Morning,
Thank you for your patience while we looked in to this concern. Please see the communication below from our District Mgr. in that area.
We look forward to working with the customer to get this resolved!
Thank you.
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
I have an in person site eval scheduled for Wed 1/31. After talking to the customer, I am certain that we can meet her requests and expectations at that time. Customer is happy with communication and resolution at this moment. I will not have an exact game plan until looking at the job that was completed. The only time Customer was available is listed above.

Thank you,
***** *******
District Manager
Customer Answer
Date: 02/15/2024
My complaint has not been resolved. A supervisor did come to my house, but he has not gotten back to me as promised.
Customer Answer
Date: 02/15/2024
To add a little more detail to my previous message:
I asked for the following in my original complaint:
1) A copy of the service agreement or other document that outlines what "Wildlife Exclusion service" is supposed to entail.
2) An itemized bill that includes the cost of materials and labor.
3) A manager who knows what they are talking about to come to my house and see the work and discuss the issues with me so we can come to a resolution. A "manager" did reach out to me, but the manager was actually the technician who did the work (apparently promoted in the interim). No one with any real power to resolve the situation has reached out to me.
A manager did come to my house on January 31, along with the original technician. The regional manager looked at the work that was performed, and agreed that some of it needed to be redone, which included replacing the screening on at least one vent, removing the residue from the foam, and cutting down the rest of the foam. He said that they would be back, but that has not happened yet. He told me that they would not be able to provide an itemized bill that includes the cost of materials because they order materials in bulk. He said the "wildlife exclusion service" is basically replacing the screening on the vents and is based on the square footage of the house. He was not able to provide any documentation on the pricing. I continue to be frustrated by the fact that what I believed I was purchasing was someone going under my house to seal entry points from the crawlspace to inside my house. I am attaching an email where the salesperson tries to convince me when he said they would "seal entry points around plumbing and electrical lines" that meant putting a little foam by my HVAC unit. However, a reasonable person would assume sealing entry points around plumbing and electrical lines means they would be going under my house--where the plumbing and electrical lines are! It is insulting to try to convince me that my HVAC unit has plumbing lines.
Initial Complaint
Date:12/28/2023
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.
Services were canceled May 2023 before Presto X replace *** Pest Control , also before moving from our rent house into a new build. My previous landlord contacted me saying Presto X attempted services on the property after I had moved. I contacted Presto X Nov 2023 that I had previously terminated my account before, they showed now record of it and terminated it again. I received an email from Presto X Dec 8 2023 saying the serviced the property I no longer live at. I called Presto X mid December to find out that my account was still active. I once again told them I no longer live at that property. I had to once again ask my account be terminated because I no longer live on that property and hadnt lived there for 6 months.Received a call from Presto X 21 Dec 2023 that I owed a balance of $85.00. I called Presto X back that same day and was told my balance was taken care of due to the confusion.I received an email 27 Dec 2023 threatening me with legal collection if I do not pay my balance within 10 days. Any collections on my account will be despited. I am currently seeking legal council but I am seeking the balanced be waived as my account was supposed to be terminated in May 2023 with the previous company (*** Pest Control). I am also requesting only written correspondence is made with this company as they havent kept their word or provided any written confirmation of the account closure.
Customer Answer
Date: 01/16/2024
The company responded and removed the $85 charge.
Business Response
Date: 01/16/2024
Good Afternoon!
I looked into the customer's account and have attached screenshots for the customer's visibility. The account does reflect a cancellation date of 12/11/23 and is not active. Notation on the account does indicate that the customer attempted to cancel the account initially back in May 2023. There is a zero balance at this time as well, the previous balance was cancelled. We hope this helps resolve the concern and sincerely apologize for the confusion and inconvenience!
Thank you.
Customer Answer
Date: 01/22/2024
[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:12/19/2023
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.
Since 06/2017 Western has had the contract for pest and termite on my property. Because of non reply issues and excuses I had decided to go the ***** ***** for inspection, service and VA inspection report for my mortgage company. ***** inspected my property and found termite activity under my home. Western has guaranteed their service and yet I have termite infestation. I would consider they reimburse me for ************ bill instead of refund for services. ***** ****** report is to large (over 5Mb) but on hand.
Business Response
Date: 01/12/2024
Good Afternoon,
Thank you for your patience while we looked into this concern. We apologize for the inconvenience this caused. We have honored the customer's request for a refund due to not being pleased with the service. The refund was issues today, 1/12/24, in the amount of $363.and a check issued.
We hope this helps resolves the concern and sincerely apologize for the issue.
Thank you.
Customer Answer
Date: 01/22/2024
[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:12/12/2023
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.
Background: -Was sent customer survey in past, rated a 3 due to scheduling (changed jobs, chose 5 PM for tech to come with scheduling office, tech showered up early) Manager reached out and explained their techs aren’t available at 5 PM, came up with the solution of 7 AM appointments. -Tried to select 7 AM appointments, scheduling office told me I couldn’t do that. Current (12/12/2023) -Was solicited via email to complete a customer survey, this one had a specific slot for technician rating, rated them 5 out of 5, explicitly stated in review that the technicians are great and the issue was with scheduling/call center. -Received a call about 20 minutes later from the district manager informing me that my account is being canceled due to my low review and noted that this is going against the technician for one year, noted it will impact his rating for bonuses and raises. I attempted to make it clear that I had explicitly stated that I rated the technician 5 out of 5, and made that clear in the written portion of my review. I in no way, shape or form complained about the technician… I am being guilt tripped and punished when Erlich had solicited my review. -I am requesting that Erlich make this right, please review any and all sanctions/punishments/restrictions/etc against the respective technicians for said reviews as I made it clear I do not have any issues with them, they are excellent and don’t deserve to be punished. -I would also like to be credited for this abominable experience I had encountered following a review I had submitted in good faith. I did not seek out to complain nor cause issues, I simply responded to a survey THEY had sent me!!! My service is being canceled? WHAT? Called me at 7:25 AM ruining my entire day because I pay for services and want the inside of my home treated on my schedule that they agreed to! Please help, this is very very very bad.
Business Response
Date: 12/29/2023
Good Morning,
An urgent request was sent to our AP Team and a refund check, in the amount of $936.70, was mailed on 12/21 (tracking #: ****************).
There is no balance on the account and as of 12/12, the account has been cancelled. We hope this resolves the concern.
Thank you.
Initial Complaint
Date:12/11/2023
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.
After one of the most frustrating experiences of trying to schedule a promised home inspection I gave up and hired another company to complete it. There has been nothing but empty promises from everyone at this company. For some reason they can only send a request for someone to call you regarding inspections or refunds but no one ever does! I have an email chain to prove that there is no movement on my requests.
Customer Answer
Date: 12/28/2023
My financial institution has completed a dispute investigation and credited me back the amount. ***
Business Response
Date: 12/29/2023
Good Afternoon,
The concern should be resolved now as we had credited the account, in the amount of $99. The customer emailed us on 12/14 to advise that a check was not needed as the dispute with their bank had been finalized. We apologize for the confusion in scheduling the inspection and hope that the customer is satisfied with the refund.
Thank you.
Customer Answer
Date: 01/22/2024
[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:12/10/2023
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,

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

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Rentokil North America, Inc. is NOT a BBB Accredited Business.