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:10/06/2022
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.
Invoice # ******* Invoice Date:Time: Time In/Out: Location: Technician:5/7/2021 Friday 12:00 AM 12:00 AM ******* ******* HOUSE HOUSE Hello. The invoice above is from ***************************** Their subcontracted company who tented/fumigated our house did not do what its supposed to do. Our house is still with live termites less than a year of fumigation. Until now *************************** (sales agent) has not returned my calls to schedule another fumigation. Our contract has a 2 year guarantee. I need the company to do what I paid them for which is to kill termites in my house. Thank you.
Business Response
Date: 10/17/2022
We apologize for any inconvenience or delay in our response. The re-inspection is scheduled for 10/19. Thank you.
Customer Answer
Date: 11/04/2022
Complaint: ********

I am rejecting this response because:Thank you for this e-mail. They did inspect again but that's it. I need a refund or schedule another tenting fumigation with correct amount of fumigation required and pay for our lodging for the inconvenience.

Thank you for your assistance. I appreciate it.

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

Regards,

*************************
Business Response
Date: 11/26/2022
Our Operations manage has contacted the customer and we will be out to inspect this upcoming Tuesday afternoon. Thank you.
Initial Complaint
Date:10/01/2022
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.
This company is know for having service cancelation issues. My original pest control service provider was Bug Out who was recently bought out by Active Pest Control. According to billing information, Rentokil might be the parent company. My contract was renewing in September so on August 29th I call and canceled my service. I called the phone number on the most recent bill which is **************. I received an email confirming the cancelation on the same day. 3 weeks later I received an overdue bill dated September 19th. I have not received any services from Active Pest after I canceled so I do not owe any additional charges from my previous contract. I've read many people's reviews online with the same issue I'm having. They either get billed/charged for canceled services after canceling or they are given a hard time on the phone trying to cancel. They do not owe me any refunds since I have not been charged for their services but also I do not want to be sent to collections or have anything negative on my credit report for an unpaid bill either.
Business Response
Date: 10/12/2022
We apologize for any confusion or delay in our response. The invoice received has been voided and there is a zero balance on file. The account has been closed. Thank you.
Initial Complaint
Date:09/24/2022
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.
We have been in contract with this company for our termite warranty for our home, at *********************************. We renewed our contract just last month. AS part of our contract, the company is required to inspect our property every year, and to address any new termite issues without any additional payment.I saw the trace for a new termite nest in our garage last month, and contacted the company to send a technician and fix the issue, followed up by multiple phone calls and emails. So far, the company have not sent anyone, just responding that they will do it tomorrow, or the day after, or soon...!I would like the business to honor their contract and fix the termite issue in our property within a week from now. It looks like they don't really want to do it and are buying time for an unknown reason.
Business Response
Date: 10/10/2022
We apologize for any inconvenience or delay in our response. Our Operations Manager and Servicing Specialist were on site 9/26/22 to address and finish the work. Thank you.
Initial Complaint
Date:09/19/2022
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.
Prior to purchasing our home in March 2021, the previous owners had to conduct a Wildlife Exclusion service as part of the sale agreement. The previous owners used Active Pest Control (also known as Rentokil North America). The contract for the services stated the contract was transferrable: "This Service Agreement may be transferred to a new homeowner or occupant with NO transfer fees. Customer agrees to notify Active and provide new owner/occupants name and contact information within 30 days of new occupancy." The service account was transferred to us May 5, 2021, 24 days after new occupancy. The contract also indicated there would be a one-year warranty with the cost of the service, and each year the warranty would auto-renew for $150/year: "Upon the completion of each year of service, this agreement shall automatically renew annually thereafter at the same service frequency unless written notice is given, by either party, thirty days prior to the anniversary date of this agreement." No written notice was given by either party, but the business claims the warranty is void. Even after explaining neither party provided written consent to cancel the warranty, the business is refusing to bill us the renewal fee and reinstate the warranty. I have attempted to contact the company seven times via telephone and five times via email. Each time I have either been ignored (no email returned) or told they will contact the District Manager (told by phone representatives). It has been almost one month since I attempted to resolve this issue with the business and still no resolution. The business appears to be ignoring its own contract and refusing to cover any additional related services.
Business Response
Date: 09/28/2022
We apologize for any inconvnience or dela in our response. Our Branch manager contacted the customer and advised her to pay the renewal fee so we could reinstate her warranty. The customer paid her renewal fee for the warranty $150.00 on 9/20/22 and this BBB complaint was filed before our Branch manager got in contact with the customer. The customers annual wildlife inspection scheduled for 9/29/22. Thank you.
Customer Answer
Date: 10/06/2022
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 recommend the business evaluate its communication chain and billing practices, as there was an obvious lapse in this case in both.

Regards.
Initial Complaint
Date:09/16/2022
Type:Sales and Advertising 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 have had Western Exterminators for some time. We had no idea Rentokil was involved because this business is not disclosed anywhere, including the invoice. We have been trying to schedule service since Thursday September 14th. We have been given an email address and have received responses from *****************@rentokil.com and **************@jcehrlich.com but not action has been taken. Since we are not familiar with Rentokil we are affraid this may be a phishing scam. We also tried to cancel the service by calling the number on the latest invoice on September 15, 2022, account number ********. In other words we were delayed from canceling prior to this invoice due to the actions of Rentokil. We tried to cancel today but were told there was noboby available to process a cancelation until net Tuesday. If we do not receive prompt action we will contact the California Dept of Consumer Affairs for Unfair Business Practices.
Business Response
Date: 09/26/2022
We apologize for any inconvenience or delay in our response. Our operations manager has addressed this directly with the customer and we will also be giving the ******** their October service at no charge. The ******** should also have received an email from our operations manager detailing their conversation. Thank you.
Initial Complaint
Date:09/11/2022
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.
Western Exterminator (El Rio, CA), a Rentokil Company, performed a "Healthy Home" inspection on July 29, 2022 at the end of which the representative told me of several issues that needed to be addressed. She promised a report the next day- no report was received. I called the company *************) on August 15 and spoke with "Karissa" who told me that I would be contacted by someone that afternoon- no contact was made. I called again on August 25 and spoke with a "supervisor" (Jennifer) who verified my email by sending me one- which was received- and informed me that the information would be sent- no information was or has been received. After checking email inbox and spam I sent Jennifer an email on August 27 informing her I had not received any information- no response and no information received as of this date. Very disappointing and aggravating from a business I have been using for more than a decade. I would like to know what has happened, as well as receiving the details of what was discovered.
Business Response
Date: 09/27/2022
We apologize for any inconvenience or delay in our response. Our specialist has contacted the customer but because this was an inspection, there was no report to be sent. The specialist attempted to email the service summary over 3 seperate times since the 19th of this month but it appears it is not being received. The specialist will hand deliver a copy when next in the area. Thank you.
Initial Complaint
Date:09/07/2022
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.
The attachment Ehrlich BBB, covers the sequence of events. All we want is an adjusted invoice stating $99, and we will pay it. We want some following through from all the representatives we spoke to from early July to end of August. Thank you,
Business Response
Date: 09/22/2022
We apologize for any delay or inconvenience. We are having our Administrative team correct the invoice. Thank you.
Customer Answer
Date: 10/04/2022
[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, if they actually follow through with sending a corrected invoice of $99. The same agreement has been made by them since June 2022 but with no results.
We at least have not received any invoices since the last one noted in our complaint.

Regards,

******* & *******************
Customer Answer
Date: 11/28/2022
This morning at 8:23 a.m. I received a robo call pertaining to an outstanding invoice. I called 1-************ and spoke to *******. She verified our balance of $99, which is correct. She asked to email the invoice, which is the attached invoice. As you can see it still indicates, $133 not $99. I requested that ******* actually mail me an invoice that reflected a balance of $99, which she indicated she would. Which is what ***** indicated on 9/19/22, which has yet to show up.

Compliant ID ********
Business Response
Date: 11/29/2022
We thank you for your patience and apologize for any inconvenience or delay in responding. An invoice reflecting $99.00 has been sent to the customer to resolve the concern. Thank You
Customer Answer
Date: 01/10/2023
ID # ********- Rentokil North America, Inc
EHRLICK
Please review the above attachment with additional information dated 12/5/22 and 12/28/22, note that the check #2393 was CLEARED 12/14/22 BUT a new notice of outstanding balance of the disputed balance of $133.00 was postmarked 1219/22. If payment of $99 was just a crossover and not yet posted, where was the $34 credit that should have been on our account?

We have documentation for each entry on the spreadsheet.

It has been 6 months and we feel targeted by Ehrlick and NOW harassed!!!! With all the stress and duress this is causing it is hard to explain what impact this is having on us.

I, (***** ** ****) should be remaining relaxed and calm from my *** (*** ***** ********) and compromised immune system diagnoses, now waking up just worrying about this Ehrlich bill and its possible impact on our credit rating. I keep trying to figure out our next steps to resolving this situation.

I, (******* ** ****) am very concerned that we did all that was asked of us by Ehrlick, who made the initial billing error and now have to deal with being harrassed by Ehrlich and see the mental stress on *****.

We hope you can help us, we are considering legal action against Ehrlick, we are beginning our search for legal representation who will get paid from the results of any legal actions. If you have any recommendations on how we can end this nightmare please let us know.

Thank you for any help you can provide,

******* ** ****
***** ** ****
* **** ****
Biddeford, Maine *****
Business Response
Date: 01/18/2023
Thank you for your patience. The $34 was credited to the account on 9/19/2022. There is a zero balance on file and the service has been canceled. Please disregard any future communications.

Customer Answer
Date: 01/20/2023
[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, as long as we do not receive another outstanding notification after 1/20/2023, from Ehrlich pertaining to ******* & ***** ****'s account. If we do we will submit another complaint.

Regards,

******* & ***** ****
Initial Complaint
Date:09/04/2022
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.
Western Pest control was recommended to me because I am having a problem with scorpions in my home, which I purchased a year ago. After paying a large sum for scorpion seal I still have a problem. I found out they sealed outside (not well) but never sealed inside. They came back to seal inside. I still have a major problem-several scorpions found each day. They have come back and sprayed but the problem is still as bad as ever.I'm asking for a refund for all services I have paid for since Western was unable to fulfill their obligations. (I have a dog and am concerned for her and my safety. Several nights a week I stay at my parents home just to get a decent nights rest before work. This has been very stressful.)
Business Response
Date: 09/26/2022
We apologize for any inconvenience or delay in our response. Our manager of operations contacted the customer and is scheduled for Wednesday 9-28-22 with the operations manager. Thank you.
Customer Answer
Date: 12/08/2022
the company NEVER gave me my agreed upon full refund and is not responding to my messages individually.
Business Response
Date: 12/13/2022
Apologies again for any delay. Our manager of operations has followed up with ******* to advise she is indeed getting the refund and that it should arrive in a couple weeks, depending on the post office handling. Thank you.
Initial Complaint
Date:08/18/2022
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.
I originally contracted the service in my previous residence. When we moved, I had Ehrlich continue to bill me without receiving the service. I spoke with customer service several times and told them I wanted to cancel the service as I was not satisfied. While I no longer received pest control services, the company continued to bill me. I did not pay them. I explained again they needed to update their records, the service was cancelled and I was no longer receiving the service. It went to collections in Feb. 2022 and I explained again the situation to the collection agency. I provided all the required documentation to dispute the claim. I did not hear anything until Aug 2022 from the collection agency again stating from Ehrlich this could have been something that was not explained correctly on their end or something I did not understand. They wanted to continue to collect the money. I was told I had to pay otherwise they would continue to escalate it. I chose to pay so that it doesnt damage my credit further however Ehrlich was wrong in pursuing this to begin with as I cancelled the service and no longer received a service was just continued to be billed. I want to escalate this as I understand I am not the only customer and they are very bad at customer service and have a lot of turn over so things are frequently miscommunicated and messed up within the company. I should not have had to spend some much time on this, would like my money back, this was boarding on harassment by the company without them investing the issue on their end even with documentation provided to them on my behalf.
Business Response
Date: 08/30/2022
We apologize for any inconvenience or delay in our response. The customer can disregard the collection notices as we have made an additional reachout to stop the collection activity. Thank you.
Business Response
Date: 10/25/2022
Thank you for your patience. We will be refunding the customer and they are aware of the refund process and the amount at this time.
Customer Answer
Date: 11/03/2022
[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:08/18/2022
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 being trying to contact the company trying to solve this matter and request my money for 8 months keep taking money without service I complain more than one time but no respond and keep taking my money
Business Response
Date: 09/09/2022
We apologize for any delay in our response or inconvenience. Our Manager of operations spoke with the customer on September 6th and we will be refunding July's service for 136.25 and August's service for 151.25. The specialist could not gain entry to the property so the exterior was only treated. The account has also been cancelled per the customers request and there is a zero balance. Thank you.

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