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.

close

Find a Location

Rentokil North America, Inc. has 160 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rentokil North America, Inc.

  1125 Berkshire Blvd Ste 150 Wyomissing, PA 19610-1218

• 

  Rentokil North America, Inc.

  4383 Lycoming Creek Rd District 08 Cogan Station, PA 17728-9721

• 

  Rentokil North America, Inc.

  PO Box 13848 Reading, PA 19612-3848

• 

  Rentokil North America, Inc.

  1007A Ruritan Cir Sterling, VA 20164-9314

• 

  Rentokil North America, Inc.

  923 Gist Ave Silver Spring, MD 20910-4944

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:01/30/2023

  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.

  The most dishonest business I have ever encountered, if there is something that needs to be exterminated that is this company. The sales person was going through all the available services and I signed up for a service that'll let them to put mouse traps and check the traps in-person once every 2-3 days and the price was $345, but got a invoice next day including the services that I didn't sign up, I emailed and called the sales person and he apologized and promised to remove those extra services that I haven't signed up for, then after a week or so their "technician" came and threw in some traps and left, I'm pretty sure I would've done it myself, they should be ashamed to call themselves professional / technician with this much sloppiness. Then after a week or so, I started getting bad odor from the house and looked like mouse got trapped and died, no one from Western Exterminator showed up until now, I called them and said there is bad odor coming up and asked them to come check the traps and see what's happening, I was given the date a week from then, I was like there are dead rats in the house and now you are telling me you'll come check a week later, I begged them that there are kids in home and guests coming and they should come as soon as possible, but they set the date a week from then, eventually I ended up checking the traps myself and disposed the dead animals, guess what they didn't even show up at the scheduled date, that's when I decided and called them to take their traps back and cancel the service, and they never showed up to take back their traps and after frantically calling them like ***** times, they came and removed their traps, then to my surprise (or not surprise) I got a huge bill for the services that I never signed up and have since reached out to them to fix the issue and never heard back and this morning I got their "final" notice or else collection, there is so much but due to character limitation I'm not able to add, but pls AVOID.

  Business Response

  Date: 02/17/2023

  We apoligize for any inconvenience of delay in our response. We have issued ******** for the remaining balance on February 7th, bringing the balance to $0 and nothing is owed at this time. The account has been cancelled. Thank you. 

• Initial Complaint

  Date:01/27/2023

  Type:Product 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 had a cockroach problem and I called Ehrlich to get a quote. I was told 395 for 2 treatments and I also signed up for a 55 monthly maintenance issue. They came for the 1st treatment and the serviceman and I set the date for the 2nd one. I was told that we would have to be out of the house for the 2nd. I sat foall day and waited and no one came. When I called they said he's not supposed to make the appointments and that I would have to wait 2-3 weeks for the 2nd. I cx the 2nd appointment. Now they tell me that the 395 is nonrefundable even though they only did 1 treatment. I also cx the maintenance plan and I have been waiting for a month for the 55 refund. They keep giving me the run around about someone is supposed to call me about the refund. No one ever calls, I check my voice mail daily, no calls. All I want is my refund NOW. The original cx date was 12/13/22. I am tired of trying to call them and not getting a definitive answer as to why I haven't got my refund yet. I was never told that the 395 was refundable, they said they told me it was. I JUST WANT MY 55 NOW.

  Business Response

  Date: 02/14/2023

  We apoligze for any delay or inconveninence or delay. A check will be mailed 02/24/23 for the $55.90. Thank you. 

  Customer Answer

  Date: 02/15/2023

  [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 will wait until I have the check in my hand before I close this complaint. 
  
  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:01/15/2023

  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.

  August 18, 2022 I canceled a scheduled pest control exclusion service on August 18, 2022, at my weekend home located at #****************************, Inverness, California 94937. The service was to be provided by Hitmen, aka Western Exterminator, located in either Santa Rosa or Novato, California, with corporate headquarters in Wyomissing, Pennsylvania The account number is ******* Their invoice number is ********. The service was not provided. I received a call from the Marketing Manager at 10:49 am that the subcontractors claimed they had half finished the work. I had telephoned the office at 10:15 am canceling the job The subcontractors lied, saying they had completed half the service This lie was repeated to me by the Marketing Manager from Western Extermintor/Hitmen I informed him that I had evidence that this was a lie, and that no service had been provided My security camera showed that the subcontractors hired by Western Exterminator/Hitmen had been on my property less than 30 minutes A subsequent visit by me showed that no work was done. None. Western Exterminator/Hitmen is now demanding a $500 trip charge. The amount is exorbitant and a trip charge for a canceled service was never agreed to. Western Exterminator/Hitmen is now threatening a collection action The remedy I seek is that Western Exterminator/Hitmen cease and desist its attempts at collection of $500 or any amount for a service which was not provided and a trip charge which is exorbitant and never agreed to.

  Business Response

  Date: 01/31/2023

  We apologize for any inconvenience or delay in responding. We will be voiding the $500 invoice. Thank you. 

  Customer Answer

  Date: 02/22/2023

  The action by the company was adequate. It apologized and canceled the invoice of $500. 
  
  This response is satisfactory to me. 
  
  ******** ******** 

• Initial Complaint

  Date:01/12/2023

  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.

  I lived at my previous address for about 23 years. The pest control company was ******* and they were excellent. Before my move to new address, they were bought out by Rentokil. They continued monitoring my old house and only treated my new house twice since September 2021. I called multiple times to fix this issue. They said it was. Still not showing up. Canceled service. STILL charging my bank account but no service is happening at all. I want refunded and canceled once and for all.

  Business Response

  Date: 02/10/2023

  We apoligize for any delay or inconvenience. We have left 5 messages with the customer since we received this complaint to resolve it however, we have not received a call back. The phone number goes straight to the VM. Thank you.

• Initial Complaint

  Date:01/06/2023

  Type:Order 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 has increasingly harassed me through mail and now in person, and I do not feel safe. The company goes by Active Pest Control.> I had termite service with them from 2021-2022 > In mid 2022 I started getting overdue and final notices saying my account was past due. This was a surprise since I had paid in full at the beginning of the service and had not renewed >I called several times to inquire and found out it was not true, my account was current. This was their way of scaring me into paying a renewal. >Oct. 2022. I asked that my contract be cancelled after it was over so that I would no longer receive false overdue notices. One more person came out to inspect my traps because they had not in many months. I was told my contract would be cancelled.>I continued to receive overdue notices in the winter >Right before New Years Eve I got a voicemail that they would show up for an appointment on the 3rd. Since it was the holiday I could not call them back to inquire but I thought my contract was over and this was a shock >They showed up on 1/3. I explained this was an error and to please correct it because I was not due any service. >Photo: The same rep showed up again unannounced a couple days later. I re-explained through the doorbell camera that I was not due service and to please leave me alone. >Today, "*******" showed up unannounced and was hostile, interrupting me saying he needed to remove the traps if I didn't want service. I asked him to please call and schedule a more convenient time for access because I was working. He threatened that he could bring the police. He lied and said he had tried to call and got no answer. (photo) He continued to bully me; said I couldn't speak to his boss when I asked.Call: I called to escalate this situation, and speak to *******'s manager. Waiting call from *************I have video and audio recordings of all of these interactions from October 2022 until today that I am not able to upload here.***

  Business Response

  Date: 01/26/2023

  We apologize for any delay or inconvnience and appreciate your patience. Our Branch Manager has tried to reach out to our client and there unfortunately was a bit of phone tag. He did compose an email to her account on record so that we can schedule to have the bait stations removed. Yes, we must remove the bait stations and once she respond's to his email with a date we will gladly send someone other than ******* out to remove the stations. Her account is cancelled and she currently owes us nothing. The customer was correct and we are not sure what generated an appointment in December, it did give her a confirmation call so we didnt show up unannounced however. Once she cancelled, our system generated a bait pull request. We look forward to resolving this issue for the customer.  

  
  

• Initial Complaint

  Date:01/02/2023

  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.

  We signed up with a pest control company called ****** which was acquired shortly after by Rentokil (Ehrlich). They lost our contract, have not fulfilled their duties per the contract, cannot find us as customers and have not serviced our home. Our contract states 4 visits of pest control a year, ****** came once and therefore we went 3/4 of our $600 back

  Business Response

  Date: 01/13/2023

  We apologize for any delay or invoncenience. Our manager of operations spoke to ************** directly. She now has his direct number. He apologized for not making it clear that while the refund will be submitted, there is a delay in when the check will actually be mailed to them. She understands that now and will reach out to our operations manager with any further questions. Thank you. 

• Initial Complaint

  Date:12/21/2022

  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.

  My pest control company was purchased by Active Pest Control AKA Rentokil North America sometime in the past year. The service has been inconsistent to say the least. We got a legitimate looking "final notice" bill more than 6 months ago (for service that was never provided) claiming that if we did not pay the amount, we would be turned over to a collection agency. I honestly thought maybe we actually owed them money and somehow I forgot to pay them. So when I called the lovely customer service representative, she tells me my balance is ZERO, that we owe nothing! I advised her that in that case, we would like to close the account. (I prefer to use a more local company.) Fast forward - I got another "final notice" bill in the mail, this time twice the original amount and again claiming they will send me over to a collection agency if I do not pay the total. Again, I call into customer service and again, they tell me my account is closed and I do not need to submit payment. So WHY am I being threatened to be turned over to a collection agency? Because this company's business model appears to be focused around deceitful and predatory practices! That's why! I can't even imagine the number of people they take advantage of EVERY YEAR with this behavior. Thank God for the honest customer service representatives who at least attempt to set things straight. The way this company does business needs to be investigated. Look at reviews - we are not the only ones who have been threatened in this manner. It really speaks volumes if the only way you can get customers is to threaten them with a collection agency! Do better people! DO BETTER.

  Business Response

  Date: 01/12/2023

  We apologize for any delay or inconvenience. This appears to be an error. Our former customer had an outstanding termite renewal warranty invoice that she did not wish to renew in the amount of $395.90. That was credited 10.03.2022. Her account balance has been $0 since. Thank you. 

• Initial Complaint

  Date:12/07/2022

  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.

  We were a customer of Active Pest. They did not show up multiple times but charged for the service. I complained many times by phone and email w/o success and canceled as a result. My cancellation request got ignored many times. They finally called back after several months to collect the money, They agreed to void the charges for not performing service and close out the account. I now got a final reminder with a notice to send this to collection. When checking their ******** reviews (***********************************************************************************************) , this seems to be common practice from Active Pest/Rentokil. I will pay to avoid collection if we can't get this resolved within the next few days to void collection. I am expecting a refund then.

  Business Response

  Date: 12/22/2022

  We apologize for any incoveniece. There is no balance at this time, the account is cancelled and the customer does not owe anything. The letter was sent in error and the customer can disregard any future notices if they received any. Thank you. 

  Customer Answer

  Date: 01/03/2023

  [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:12/06/2022

  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.

  In May 2022 I called All Good pest control or the bill says Active pest control. to schedule someone to come out. The representative scheduled me and they never showed up. I called customer service and they told me it was scheduled on a different day that we talked about. I cancelled at that point. To use a company that Would be dependable. They have continued to send me a bill for $39 every month since then. The most recent bill said it would go to debt collection if not paid. I've called several times and cant seem to fix the problem. I even received a Voicemail from some one saying it was fixed. The last phone call from billing told me I had to file a dispute and one was never filed. They are dishonest and incompetent.

  Business Response

  Date: 12/20/2022

  We apologize for andel;ay or inconvemnience. Our branch manager spoke with ****************** and apologized for the scheduling and billing issues he experienced. It was confirmed with him that the collection letter was an error and that the account has a zero balance along with the service has been cancelled. He appreciated the follow up call. Thank you. 
  
  
  

• Initial Complaint

  Date:12/06/2022

  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 called Active in August and set up monthly pest control service. They told me that they would spray my home every month and that I had to pay $199 to set up the monthly service and then $39/month after that. They came to spray my house once on Aug. 19 and they have not sprayed it since. Despite repeated emails and phone calls attempting to remedy the situation and then finally cancel the service, I have been ignored for months. I have spoken to numerous customer service representatives who tell me that they can’t cancel the service for me and they create tickets for the cancellation department, which never calls me back. I have asked for a phone number to call the cancellation department and have been denied that information. I have also asked for a phone number to call directly to the Macon office to speak with someone locally and I’ve been denied that information as well. This company is selling people pest control contacts over the phone and then never delivering the service, thereby stealing people’s money. I have refuted all recent monthly charges with my bank, and now Active is threatening to send me to collections. This business must be stopped from scamming people out of money every month and then threatening to ruin their credit. These unethical and deplorable business practices are unacceptable.

  Business Response

  Date: 12/15/2022

  Apologies in advance for any inconvenience and the experience received. The customer's account has been cancelled and there is a zero balance at this time with the chargeback's the customer submitted via their banking. Thank you.