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. has 160 locations, listed below.

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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:08/15/2022

  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.

  Hired Western Exterminator to tent my house for termites. They sub contracted it yo **** ********** and they destroyed the tiles on my roof. Fast forward three months and I still have not been reimbursed for the damages. They have sent me on a wild goose chase with an insurance broker who after a month now tells me I have to file a claim with Western for **** **********. I called them and they told me Western has to file a claim. It has been pass the blame. Meanwhile, I am in the midst of having my roof done. Before the tenting my roof was fine. No leaks. None of the companies I had come out said they have never seen roof tiles this ruined by tenting.

  Business Response

  Date: 08/25/2022

  We apologize for any inconvenience or delay in our response. We will be refunding $2441.00 via check and this will be mailed out the week of September 11th. Thank you. 

• Initial Complaint

  Date:08/15/2022

  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 requested pest control from this company and on the day they came out, 7/6/22, the tech advised me that there was nothing to do because I had no signs of any pests in my home and he could not really get into my attic space because it was too small. On 7/13/22 a second tech came out to my home without me knowing that they were coming and advised he was there to perform my second service as per an agreement I had. I advised the tech there is no agreement because the first tech told me I Would not be getting billed because there was no service performed. However, since the tech was there he said he would take a second look to be sure the first tech did not miss anything. Upon completion he too advised that there were no signs of mice in my home and he could not be sure what the sound was that I heard. However, he had already placed mouse traps in my attic as a "precaution". I asked why would he put down traps without asking me and also why would he put down traps for a problem I have not had apparently? I called billing and they advised they would make sure to get back to me because I in fact was not supposed to be billed. I never received a call back, but rather got billed $445.48 on for services I did not receive. I then saw another charge on 7/31/22. On 8/15/22 I received yet another charge for $54.06 for a maintenance program for a problem I still do not have. I called billing yet again and they advised that the first ticket was still open but they would open yet another ticket to get this resolved. She advised me that there is a notation that someone came to my home a second time on 7/22/22 thus completing my 2 service agreement. I advised that would be quite impossible since I am a Pastor and 7/24/22 was a Sunday and I typically would not be home from 8 AM to 5 so I would not have agreed to this. However, that particular Sunday most certainly would not have been possible because 3 of the 5 people in my home were positive for COVID. No one visited our home.

  Business Response

  Date: 08/22/2022

  We apologize for any inconvenience or delay. Our Operations Manager contacted ****** on 8/19/2022 and we refunded the $445.48 and $54.06 back to the original payment method the same day. Thank you. 

  Customer Answer

  Date: 08/26/2022

  [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:08/12/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, 2022 Ehrlich sprayed my home for 'Flying Insects'. This is the sixth year in a row that I've hired them to do this. The company guarantees respraying or spot-spraying if I have any issues with flying insects for the season. Again, I (and most of my neighbors) have had to call them back each summer for some sort of touch up. Such is the nature of the business. This year I do know one neighbor's home has been serviced several times for the above problem. I have bees that are an issue. I first contacted Ehrlich on their website with the customer contact form. This states that they are open 24/7 and someone will get back to me as soon as possible, most likely within 2 hours. I waited 3 days for an answer. The rep asked me for 3 dates that were clear to send someone out. I gave her my answer (actually any morning is fine, with notice I can be here). Now I can't get anyone to answer me. It's been a week and no contact at all. Meantime, the wasps are growing in quantity. I'm beginning to think they're doing it on purpose so as not to fulfill their contract.

  Business Response

  Date: 08/22/2022

  We apologize for any inconvenience or delay in our response. Our specialist who services the customer contact the customer on 8/19/2022 to make sure the activity was gone. Our District Manager also advised he would contact the customer the same day to address any concerns. Thank you. 

  Customer Answer

  Date: 08/24/2022

  [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:08/11/2022

  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.

  Account #*******, a ticket was submitted to Western Exterminators or Rentokil or Ehrlich on 7/29/2022. I’ve reached out by phone and been promised callbacks from managers that never called. Earlier this year I called for a quote and was a promised a wide range of services included in my quote with mice/rodent care added on. The quote was for in the $200 range for the initial service, I forget the exact amount. We were serviced by one of their companies, Ehrlich and when he came he said he only had time to do some basic things and would come back later to finish. He declined doing anything with mice at this time. We were charged $416.28. He came back later to finish and we were charged another $52.98. This time he explained very little was guaranteed despite what I was told, that he sprayed around the building and to get rid of ants and it would prevent wasps from making nests. We were disappointed and cancelled the service. There are multiple areas of missteps: the customer service quote I was provided (which if there is QA or monitoring of some of these calls, they can find it with my phone number), the representative that came to my house (Matthew S******), and of course the service I’ve been provided in trying to rectify the matter. We would like a refund, if not for all, then for the difference of what we agreed to versus what they charged us. 

  Business Response

  Date: 08/19/2022

  We apologize for any inconvenience or delay in our response. Our District Manager spoke with the customer and we will be refunding $269.26. Our District Manager also contacted the customer back the afternoon of the 18th, to let them know when the refund was completed. Thank you.

  Customer Answer

  Date: 08/26/2022

  [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 can confirm they called me on the 18th to let me know they would cut a check to me and mail it out. They did say it would take until 9/13 for it to be sent, so if I dont get it by 9/15 or so to give him a call or text and he gave me his number. Im just waiting to make sure it comes.
  
  Thank you,
  
  **********************
  
  Regards,
  
  **********************
  

• Initial Complaint

  Date:08/04/2022

  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 USED TO MAKE ONLINE PAYMENT FROM MY BANK TO ACITVE PEST CONTROL#************ WITH ACCT# LAST 4 *********** -PAYEE ADDRESS P.O. BOX **** MCDONOUGH, GA ************. LAST TWO PAYMENTS TO THE SAME ACCOUNT ONLINE -1ST ONE ON MARCH $5.00 AND THE RECENT ONE $65.00 7/15 FROM MY BANK. AND I RECEIVED A FRIENDLY REMINDER NOTICE STATED I HAVE OVERDUE BALANCE $65.00. THE NOTICE I RECEIVED WITH A NEW ACCOUNT# ******* AND ANEW PAYMENT ADDREES TO P.O BOX ****** CINCINNATI OH *****. I CALLED TO THE PHONE ON THE NOTICE #************ AND SPEAK WITH COUPLE OF THE REPRESENTATIVES NO ONE CAN FIND ANSWER MY QUESTION WHY THE BILLING ADDRESS IS DIDFFERENT AND TOLD ME CAN'T FIND MY PAYMENT, UNTIL I FIND OUT THE ANSWER BECAUSE YOUR BILLING IS CHANGE TO Rentokil North America, Inc.. I NEED YOUR GUYS TO FIND OUT WHERE IS MY PAYMENT GO SINCE YOU CHANGE THE BILLING ADDRESS, AND I NEED MY REFUND BACK TO MY CURRENT ACCT#*******

  Business Response

  Date: 08/10/2022

  We apologize for any inconvenience, confusion or delay in our response. We received the payment the same day this was filed and currently there is a zero dollar balance on file. Our District Manager emailed the customer to clarify the confusion with the merger. If a check payment needs to be sent in the future it can be sent to: 
  

  Florida Pest Control/Rentokil
  ATTN: Accounts Receivable
  PO Box ******
  Cincinnati, OH *****-****
  ************
  

  Thank you. 

• Initial Complaint

  Date:08/04/2022

  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 contacted this business in June about a fly infestation I had in my home. Later in the day, I found the cause of the infestation, so I called them back the next day to cancel the scheduled visit. Since then, they keep billing me for a service that was never provided, and I keep receiving bills as they had been on my property, which they have not! Not even once. They charged my credit card more than once, and I keep calling every month to cancel, and I get anyone to cancel my service or do their job correctly. This seems like a company that scams people over and over again.It is 08.04.2022 and I still can't get anyone to cancel the service.

  Business Response

  Date: 08/12/2022

  We apologize for any inconvenience or delay in our response. Our Southeast Market Administrative Supervisor has contacted the customer to apologize and discuss the experience. We cancelled the open invoices and the balance is $0. The account is cancelled. The customer has also been sent confirmation that the account was cancelled. Thank you. 

• Initial Complaint

  Date:08/02/2022

  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 contacted Ehrlich Pest Control (Rentokill) regarding an infestation of Spotted Lantern Flies. They sent a sales person to my home to inspect and provide me with a quote. I was told by the sales person that there was a full service costing $80 per month that would not only cover my lantern fly issue but also ants, mosquitos, fleas, ticks etc. I opted to go with this service. A technician came out on June 23rd and sprayed for Ants only. I requested further clarification of when they would be spraying for Lantern flies (as this was my original issue) and was told it would be taken care of as part of the Mosquito spraying. When a technician later came to spray for mosquitos I asked him about the lantern flies and was informed that this was a completely different service and not included. I asked him not to proceed with spraying until this was worked out and he performed no services and left. I contacted Ehrlich (Rentokill) requesting assistance and was, after many back and forth emails, re-quoted a price significantly higher than originally quoted and opted not to take the service. Ehrlich (Rentokill), cancelled my service but is now attempting to collect the full amount for 3 months of service even though they have only performed one spraying for ants which was not part of the original request. I have multiple times requested a call, opened a dispute ticket and tracked all communications in writing and to date have still not heard back from anyone or been offered any resolution. They are threatening to send my bill to collections without speaking to me at all.

  Business Response

  Date: 08/08/2022

  We apologize for any inconvenience or delay in our response. Our operations administrative assistance has contacted the customer on 8/4/2022 to explain the billing and apologized for how the experience panned out. We credited the customer for more than half of the amount owed leaving a balance of $110.53 that the customer paid at the time of the call. The account is now cancelled. Thank you. 

• Initial Complaint

  Date:08/01/2022

  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.

  Received an email from this company I’d never heard of claiming we owed them $655 for a service we neither agreed to or received. Apparently a deposit is due before any pest control - I would know if I paid that deposit, I did not. I’ve never heard of these people and they are going after senior citizens moving into new addresses. This should be a crime and it’s ruined my day thinking they might swindle other trusting people. Again, I have never heard of this company, we just moved, their billing date of service was before we took ownership of the home. This company is either sloppy or a scam. We don’t owe you ****.

  Business Response

  Date: 08/08/2022

  We apologize for any inconvenience or confusion. The customer can disregard this invoice as it has been paid by the proper party. Thank you. 

• Initial Complaint

  Date:07/28/2022

  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 pest control on 7/21/22 about potential termites. I was given a 12-6 time frame for a technician to come out and after I said that wasn't feasible for me, as I would be at work most of that time, i was told a technician would call me to work out a better time frame but one never did. I called again on 7/28/22 saying I would like to cancel my service for this reason. I was responded to with a very insincere apology about my "inconvenience" of having termites. She transferred me to someone in the retention department but didn't explain to her why I wanted to cancel my service. The rep in the retention department told me if I don't let Active try to rectify the issue before cancelling my service, they would not be able to do anything about the damage my house suffered while I was paying for consistent service from them for almost 8 years. I was told I would get a call from a manager trying to work with me on coming up with a time frame that worked, but I was unable to take the call as soon as it came in. I called back and explained the situation again to another rep, only to be told when they would come out, not asking what times would work for me. When I said I can't take off work and that I'm only available around 4 pm, she said they don't have specific time frames and despite telling me they had a morning appointment available on 8/8/22, I was still only given the option of a 12-5 time frame. I am disappointed and frustrated that I have been paying for services for almost 8 years that didn't work as I have termites and that Active is not even trying to come at a time where I am available.

  Business Response

  Date: 08/10/2022

  We apologize for any inconvenience or delay in our response. Our District Manager provided a courtesy call to the customer apologizing for her experience. Our manager offered to send the termite manager out at her convience to do an inspection on the house and the customer politely declined as she is now covered under another company. We will have her account credited for the balance that is owed and if she would like to cancel the termite coverage with us, we advised that we would need her to send us an email requesting the cancellation. Thank you. 

• Initial Complaint

  Date:07/25/2022

  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.

  On April 19, 2021 I requested a 1 time treatment for rats at my rental property located on ******* in Baltimore. The representative on the phone put the information into their computer incorrectly and the company charged me a monthly fee of $45.00 (they had my business debit information) and I paid the initial 1 time charge. I didn't realize that I was being charged monthly until May of 2022 when my accountant asked me about the monthly charges. I have called the company 4 times since May of 2022 and have spoken to 3 different departments each time I have called and NOTHING has been done about this except that they have stopped charging me each month. The last charge was on May 16,2022. I was told that I would receive a refund of the overcharges by the end of May. The last time I called I asked for the District Manager ,Michelle A*******, and was told that she would call return my call and get me the refund. My last call and message to this company was the end of June 2022. The company has OVERCHARGED me $45.00 on the following dates. 4/26/21, 6/16/2021, 7/16/2021, 8/17/2021, 9/16/2021, 10/18/2021, 11/16/2021, 12/16/2021, 1/18/2022, 2/17/2022, 3/16/2022, 4/18/2022 and 5/16/2022 for a total of $585.00

  Business Response

  Date: 08/08/2022

  We apologize for any inconvenience or delay in our response. Our operations administrative assistant has contacted ****** to advise that their check will be mailed out the week of August 7th. Thank you.