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.

  1400 N Irving St Allentown, PA 18109-9548

• 

  Rentokil North America, Inc.

  100 Willowbrook Ln Ste 105 Suite 105 West Chester, PA 19382-5699

• 

  Rentokil North America, Inc.

  PO Box 1480 Springfield, VA 22151-0480

• 

  Rentokil North America, Inc.

  101 Electric Ave Lewistown, PA 17044-1364

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:07/18/2023

  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.

  To whom this may concern, I cancelled my service in December 2022. Then I get a call that they are coming out to service my house in January. I called to let them know I canceled my service. They looked it up and it wasn’t canceled. So I canceled it again. Apparently they also went ahead and sent out a service man? I called again when I got a notice for a payment? I said I canceled my service. It still was not cancelled?!!! I told them I originally cancelled in December due to financial reasons. And so they said ok it’s cancelled this time. Well, I again I get these notices that I haven’t paid and the amount keeps getting higher? I called again to see if it was canceled? It still was not canceled???? I cancelled again! I said I am not paying this bill! This is ridiculous! It’s like extortion!!! Apparently you have sent someone out to my house 3 times??? And are charging me? The last time I called, I believe it was May or June? it was finally cancelled????? I have called numerous times about this and nothing gets done? Please stop sending me bills. Take me off your mailing list. I am not paying for something I canceled and your computer systems messed up? Or your employees??? I really would appreciate someone to call me on this matter to resolve it. Please. My best regards,******************* ************

  Business Response

  Date: 07/21/2023

  *********************** told her former pest technican to cancel her service due to financial reasons back in December of 2022. The serviceman failed to follow through on her request and therefore the service continued to be performed. We are going to credit the customers account so she doesn't owe for something that she requested to not be performed.

  Customer Answer

  Date: 08/11/2023

  I want to say I received a call informing me that the company has taken care of this issue. They will stop billing me. 
  

  Thank you ever so much,

  ********************;

• Initial Complaint

  Date:07/18/2023

  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.

  I canceled my service before may 15th 2023 because I have had nothing but terrible experiences with this company. I was charged extra in November of 2022 for 4 “traps” for mice while I have a contract that covers mice and roaches/ants. I was not informed by of this extra charge. This company shows up announced while no one is home (hardly ever shows up). They’ve been to my house roughly 4/5 times. Never came monthly or called to follow up. I have a bill for May when I canceled my service before the bill. I am extremely disappointed. I’ve attempted to contact the company multiple times. And never received a call back.

  Business Response

  Date: 07/31/2023

  We apologize for any inconvenience or delay. The account was cancelled on 5/23/23 and there is a zero balance at this time. Thank you. 

  Customer Answer

  Date: 08/02/2023

  [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:07/14/2023

  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 had pest control service set up at my rental property located at **** ** *******, Citrus Springs, FL. The property is being remodeled and I am the owner living in California. I had a problem with Florida Pest Control sending service people out without notifying me in advance, as after the fleas were gone I no longer needed the service while the remodel was taking place. I received online invoices from Florida Pest Control for April and May 2023 and spoke with multiple people before speaking with *** at ###-###-#### on 5/25/23 who told me the April and May charges were to be removed and no more service would be charged. I have a recorded message from *** on that date. However, apparently the parent company of Florida Pest Control is Rentokil in Wyomissing, PA. I started receiving past due bills in the mail from Rentokil and spoke to people numerous times both at Rentokil and Florida Pest Control. I got another past due notice date June 30 from Rentokil stating my payment on account no. ******* was past due and delinquent in the amount of $34.33. I have excellent credit and am furious that this issue has not been resolved. Every time I speak to someone at either company I am told "this is being taken care of" however I am not provided with the name or phone number of who is supposed to be taking care of this. I truly believe that Rentokil/Florida Pest Control have serious problems with how they automatically send service people to provide service and how they bill customers. There should have been one person who I was directed to that should have resolved this based on ***'s 5/25/23 phone message. I do not want my credit to be marred by the total lack of customer support that is not being provided by Rentokil/Florida Pest Control. Honestly I believe this could be a class action lawsuit if this is happening on a large scale. The $34.33 needs to be removed immediately from my account (which is supposed to be closed) and any delinquent credit reported needs to be rectified.

  Business Response

  Date: 07/24/2023

  Our supervisor of operations has removed the balance of $34.33 from the customer's account. He has also contacted ***.*****************************;to let her know this was taken care of. She was very appreciative and thanked us for calling her. 

  Customer Answer

  Date: 08/13/2023

  I did receive another phone call from Florida Pet Control aka Rentokill saying that they had removed the charge.  I did receive one more past due statement after that phone call; I'm hoping that they fix their system so they don't continue to send past due statements to customers when there should be a $0 balance on the customer account.  Otherwise thank you for reaching out to Florida Pest Control to make sure they are aware that there are issues with the way they bill and how they communicate with customers.

• Initial Complaint

  Date:07/12/2023

  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 have used Active Pest Control for over 20 years. I have purchased two homes and have always used them. They were always personable and willing to go the extra mile. Even as a realtor, I referred all my clients to Active Pest Control. Now I currently work as a nurse practitioner and still refer all my friends and family until now. I just happened to get a call from my daughter who states, "Mom, I think I see termites at your back door." I told her that was impossible because I have the baiting system. In January 2023, there was a mishap with something to do the direct debit. I called to rectify it and the young man on the phone told me to disregard any types of notes or letters. I have always used direct debit with this account. Someone, not me of course, decides to change my inspections from every three months to once yearly without even mentioning it to me. So I called today to try to see what was going on and I stayed on hold for approximately 28 minutes from one of the customer service reps who consistently wanted to escalate this to the administration department. I told her no I would like to hold on and then finally was transferred to the survey without speaking to anyone. Then I called back and got some other gentleman, whose voice sounds vaguely familiar, as I think this was the one who possibly changed my account without asking, who pretended he knew nothing that I was speaking of and then started to overtalk me and then started that I could not speak to management. He never tried to understand anything that was being said. I'm not sure what happened but this needs to be fixed and if I have termites, someone needs to fix that as well. My home is one of my biggest investments and I don't want someone's mistake to cost me. I will also submit this to the BBB as well as *******

  Business Response

  Date: 07/18/2023

  We did have our manager of operations contact ***** on 7/13 and explained how the ********* system works and she is happy now. Thank you for your patience.

• Initial Complaint

  Date:07/06/2023

  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.

  FAILURE to show up for appointment that was scheduled for 8 am on July 5th. This appointment was originally scheduled for July 3rd but the technician called 15 min before hand to say that her child broke her wrist over the weekend (then why not call me the day before so I didn't take time off work for this appointment?). We rescheduled for July 5th and she NEVER showed up, never answered any of the phone messages or text messages I left her. I called the company to inquire and was told they would have a manager contact me. The manager NEVER called. This company's customer service is non-existent!

  Business Response

  Date: 07/19/2023

  Thank you for your patience. Our sales manager was on the way to the customer's home on July 14th around 2PM EST. He met with ***** and inspected the home on Friday 7/14. She was concerned there were still Racoons in the attic. There were no raccoons in the structure at the time of inspection. They left an opening in the front soffit but she declined quote/repair. He apologized for the no show and she has his cell number if she changes her mind. They left on very good terms and all is well. Thank you. 

• Initial Complaint

  Date:07/03/2023

  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.

  - Originally met with *************************** on 4-18-2023 for inspection of attic due to hearing something moving.- I was shown pictures of squirrel activity including infrared pictures of this activity and areas of entry - I signed up for the wildlife removal, insect prevention, termite protection and mosquito and tick treatment - specifically stating that I did not want glue traps. there are several glue traps currently placed in the attic.- 2 members of Active showed to do the exclusion work and stated that they did not see any Squirrell or rodent activity. - They never placed bait stations for termites - They never did any work for the actual Pest Control - An employee did spray for mesquites They did however charge me a total of $1848.67 which I have requested to be refunded approximately 1 month ago and have still not seen that refund. Also, it needs to be noted that I cannot get *************************** the original salesperson to contact me back or show proof of the original infrared pictures taken. Also they have sprayed foam on the outside of the house that is brown against my grey siding which is a horrible eyesore This has been one of the most frustrationg experiences. I have missed 2 days of work to be home only for them not to show.

  Business Response

  Date: 07/18/2023

  Our Branch manager spoke with *************************** in length on 06/16/2023 explaining the termite job was not completed and she was not charged for the service. The initial pest control and mosquito services along with the May's mosquito and pest control services were completed, invoiced and paid. The wildlife exclusion job was also completed and she was asked if she could set a time for the manager to come out and inspect the work and confirm that all work was completed per the agreement and if not have the work completed, she agreed. Our Wildlife Operations Manager spoke with her and set an appointment to meet with her for the inspection of the work on June 22nd. She did not show up for the appointment. He inspected the work and gave her a call. He went back out to meet with her to discuss the work that was completed and explained to her there were rodent sticky boards in the attic but that was the best way to trap the mice. He offered to remove them and she said it was ok to use them. He explained to her why the foam was used to fill the entry point. We returned on 6/30 to follow up on the traps in the attic. 
  
  ******* was only invoiced for the work that was completed and she paid for the work. She also told our branch manager she paid $3800.00 in full to have all the work completed but our records do not reflect that payment. She was asked to please check her credit card statement and confirm that we had made a mistake. If she found that she had paid it and we made a mistake, if she would send over the statement and we would get billing corrected. She did not send us the statement showing she paid us $3800.00. We cancelled the pest control and mosquito services on 06/16/2023 per her request and removed her credit card from the account. The $1848.67 she paid was for the services we completed. The wildlife exclusion for $1500.00. Mosquito initial service $120.00, the Pest control initial service for $119.00, May's Mosquito $70.00 and pest control monthly payment of $39.67. She owed us the $1848.67 that she paid us. Thank you. 

  Customer Answer

  Date: 07/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  They failed to provide the service that they promised. The "Manager" that they did send did not seem to have any knowledge of what I was talking about. He did not know about the squirrel issues that I was told that I had by the original estimator ***************************. He did not know that I requested no glue traps (which was on the original contract) He also added more of the foam to the outside of the house that I feel is an eye soar.  I did speak with the office supervisor and asked for a refund on the services. She then told me that she would send out the manager for the Wildlife exclusion work. With the understanding that I would be refunded for the services that I paid for and did not receive, I was willing to pay the $1500 as long as the exclusion job was completed. This, to me meant they would find out the area  where the infrared pictures that I was originally shown with a hole that the squirrel was getting into the house  When the manager showed up to my house unscheduled, I left work to meet with him that day, As I have stated he was not even informed of the issues that I was having or that I was unsatisfied with the work.  I don't feel I should have to pay for services that I am not receiving and/or have never received.  Money was taken and service was not provided. I am now requesting a refund on all work that they did not complete including the Wildlife exclusion. 

  Regards,
  
  ***************************

  Business Response

  Date: 08/21/2023

  "Our Branch manager spoke with **************** again on 8/9 and we ended the discussion with me offering to refund her half of the wildlife job charge which is $750.00 and she has accepted the offer. We have requested a check request be submitted for $750.00 should have been sent the week of August 10th. Thank you" 
  
  Thank you. 
  --
  *********************
  Quality Assurance Specialist

• Initial Complaint

  Date:06/29/2023

  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 am complaining about receiving 2 phone calls AFTER 9 pm about services that are happening 4 days from now. It is unacceptable to have calls this late at night. Prior to acquisition my tech texted me directly asking when it was convenient for me AND always during working hours. This is harassment and disturbing my peace and quiet at night.

  Business Response

  Date: 07/25/2023

  We apologize for any inconvenience. The phone call happening around this time were due to an IT/Migration error. The notes on this account indicate that automated calls occurred between 5:45pm and 7pm. Attached is a screen shot of the automated notes with dates and times notated on in the blue heading. Thank you. 

• Initial Complaint

  Date:06/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought our house in 2019, Western Exterminator did a termite inspection. We have since then not agreed to, bought, or received any services. Last year, I got a call from a Western rep saying I had an invoice. At the time I said that we neither agreed to nor received any services, and there is no report nor agreement, and as such to correct the error. The rep admitted she didn't see any records but said she'd get back to me. She never did get back to me, and I considered the issue closed because it was obviously their weird error. Then this year, my husband received an email invoice requesting payment for two years of invoices. Now I see they are sending invoices when they don't have an agreement nor provide any service. They're essentially phishing for people to give them free money. It's stealing. Also when I laid out that I'll need documentation over email, they put a phone number rather than sending any documentation. They do not have documentation and are doing a scheme to try to get people to pay without providing services, then avoiding people via the phone, and not providing any record or response in writing. Horrible stuff and I feel bad for any person who is elderly or who doesn't spot this scam, because they're targeting well-meaning folks with these fraudulent invoice schemes.

  Business Response

  Date: 07/18/2023

  We apologize for any inconvenience or delay. Our client had a ******* service that was cancelled as they no longer wanted the invoices to appear to be 2023/2022. They called to cancel the day after we completed the ********* inspection in January. We have credited the two invoices on 7/14 for the amounts of 310.80 and 277.50. There is a zero balance on file and the account has been cancelled. We have attached the contract. Thank you. 

• Initial Complaint

  Date:06/20/2023

  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.

  On Friday 6.9.23 I asked to close my account with this company. I was told this was confirmed. This did not happen and instead, I was charged an additional $47.00. When I called to inquire the status of my account and request to be refunded -- I was told this could not happen at this time and was also told I could not speak to a manager and that one would "call me back".. This did not happen either. This did not happen either. There is a lack of accountability and transparency and overall poor practice from a business. I feel that this theft is inexcusable. The fact they refused to credit me back and also refused to allow me to speak with someone who is authorized for this is bad practice.

  Business Response

  Date: 07/07/2023

  We apologize for any inconvenience or delay in charging after the service was cancelled. We issued a refund on 6/16 and the customer should have received the refund 5-7 business days later. There is a zero balance and the account is cancelled. Thank you. 

• Initial Complaint

  Date:06/19/2023

  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.

  We are being billed for exterminating service that was not performed.I have included the details in the attachment.

  Business Response

  Date: 07/10/2023

  We apologize for any inconvenience or delay. We have attached the service reports for the two services that were performed. The balance is owed at this time. Thank you.

  Customer Answer

  Date: 07/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As I stated in my original complaint, The service was not done according to our agreement. The technician was supposed to come inside the office at12:30 to exterminate. We did not arrange to have them do outside of the office. (if that is what they did) We are being billed for service for the outside of the office which was not what was agreed to.

  Regards,
  
  ***********************

  Business Response

  Date: 08/03/2023

  We apologize for any inconvenience or delay. We will be adjusting of the current balance. The account is also cancelled. Thank you. 

  Customer Answer

  Date: 08/14/2023

  On 8/3/2023 I received a message that came through the BBB stating that Western exterminators wrote off the balance and cancelled the account as I requested.

  Thank you