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.

  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:11/03/2023

  Type:Product 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 August I called Presto X for bee problem. I canceled service order same day. In September Rentokil charged $55 for service canceled. October they charged again. They assured me a refund was mailed for false charges. I have called rentokil several times. They assure me refund in mail. November 3 no refund. Never a call back. I received no service because I canceled. They charged credit card $110 fraudulently.

  Business Response

  Date: 12/04/2023

  Good Morning,

  Our Operations Manager spoke with the customer this morning, and ******************** advised that she had received the refund (about 10 days ago). We hope that this resolves the concern.

  Thank you. 

• Initial Complaint

  Date:11/01/2023

  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.

  4 months of service Batzner/Rentokil charged for and didn't provide any services during that time period. 05/15/2023, 06/19/2023, 07/17/2023, 08/20/2023 are the dates they charged me that I need my monies returned from. I was on a quarterly service plan. Batzner/Rentokil charged me $39.00 on 04/17/2023 after the 04/15/2023 services that were preformed. I'm looking for $171.60 as their rates increased as of 04/24/2023 to $42.90 per month. I have attached their increase letter that doesn't even relay what the increase was going to be. Batzner/Rentokil did not provide any services after 04/15/2023. BatznerRentokil sent an email stating they'd refund $78.00 on 10/19/2023 with no explanation as to why this amount was choosen. They failed to schedule me for services the last 2 quarterly rounds and wouldn't of provided services unless I contacted them, they claimed this was because of their scheduling computer system was screwed up but they kept charging regardless.

  Business Response

  Date: 12/02/2023

  Good Morning,

  Per the documentation on the customer's account, there is a zero balance and the account is no longer active. A refund check was mailed in early November to the customer. 

  Please let us know if there are additional concerns, however this appears to be resolved on our side.

  Thank you. 

• Initial Complaint

  Date:11/01/2023

  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.

  Ehrlich came out to inspect for ground hogs but did not inspect the whole yard. They put down traps on the right side but not the left (a charge of $725) I call to let them know that the whole yard was not evaluated properly but they disagreed so I told them to come get the traps they did put down. when they came to pick up the traps they threw the debris bait in the yard out of retaliation. I called back to complain about the debris and they took off $225 and the person that did it called to apologize. A manager said they would come back out to evaluate but never did. They have been hounding me for the balance but I would like to dispute it because for one my they did not do what I needed them do to properly and secondly, the trash that was thrown on my lawn damaged the soil. I have my lawn treated every other month and grass cut once a week; and the landscaping of you yard in more than what they took off.

  Business Response

  Date: 12/04/2023

  Good Morning,

  Please see the response below, from the Branch Manager, regarding this customer's complaint. We have done everything possible on our end to try and resolve this concern.

  Thank you.

  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Yes, we are most familiar with this customer. We performed a groundhog trapping service for the customer back in July. We performed the contracted service and returned for follow up service at no additional charge even though there was not warranty or guarantee with the trapping. We did in fact catch and remove 2 or 3 groundhogs. 
  
  This individual that continues to call and harass colleagues is NOT *************************. It's our understanding that this individual (male) stays or lives at the home. 
  
  We have received many calls beginning in September and October. *************************, Operations Manager, initially had several conversations. ***** agreed to give consideration and reduce the fee from $725.00 to $500.00 as a result of the customer "claiming" that the technician dropped or left behind 1 piece of cantaloupe rind on the property from the trapping. This was explained to the customer and he continued calling and was threatening to hurt the technician, come to the office and physically hurt our operations manager and colleagues. As a result, we have all stop accepting calls. The individual has been abusive and threatening to our CSC agents as well. We placed a note on the customer record (see attached) and we assigned to our collection agency *********** since refusal to pay for services rendered. 
  
  We provided additional services beyond the contract and reduced the corrective fee. We will not provide any additional consideration and will never engage in business with this customer moving forward. 

• Initial Complaint

  Date:10/30/2023

  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.

  July 12th at 2:42pm ****** called me from Ehrlich saying he was ten minutes from my home to come spray on the inside. ****** informed me exactly what he was going to spray. I told him my husband's health was fragile and he could not spray chemicals . I told him I would call the office same day. I did. I was on the phone 15:11 seconds with ******* from Ehrlich who could not reschedule my appointment because according to her "Everytime I try to reschedule the system is stuck" whatever that meant. 2nd time the guy just came out I was automatically scheduled on the assumption I wanted it. Never notified anyone was coming. He did not spray because he said WE DO NOT SPRAY BOX ELDER BUGS. In all I paid July 19th because I was told I HAD to pay to keep the service despite 3 calls and no service or spray until the last guy came out and deceived and lied and said he was spraying for my Box Elder Bugs, got him on outdoor security camera footage. So without receiving service I paid 57.00 dollars as it was 1 spray. The third guy refused to spray for the box elder bugs saying he had instructions to spray for mosquitoes and flies. By time I did get service, the guy that came was too, unaware I requested BOX ELDER BUG SPRAY which Ehrlich said they could do. After he sprayed and left, same day in email I get a receipt showing he sprayed Thyme Oil and 2 other non effective ingredients and he sprayed for Mosqutoes and flies after LYING to me that he'd sprayed my backyard and side yard for BOX ELDER BUGS which he did not do. I dropped the service because they refused to honor my request after advertising on their website that they spray Box Elder Bugs. Today I called to inqury why I got a bill for $325.42? I was told it was the unpaid balance. Despite my honesty and integrity Erhlich has none and just sent a big red FINAL DEMAND FOR PAYMENT in email with threats for money they are not honestly owed! I live with massive Mosquitoes, &flies I took care of my own box elder bug infestation

  Business Response

  Date: 12/01/2023

  Good Morning,

  Thank you for your patience while we contacted the servicing office and looked into this concern. The Manager in this area has advised that the customer had been in the hospital and was not aware that the account had been credited and there is a zero balance. We hope this resolves any concerns the customer had.

  Thank you. 

• Initial Complaint

  Date:10/30/2023

  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 services and a termite bond through my previous pest control company that was bought out by Active/Rentokill. Shortly after the buyout I had to switch to another pest control company because their service was terrible and they were increasing my price by double. I still had my termite bond and stuck with them until I could figure out if I wanted to stay or move it to another company. The bond renews each year. I received my bill for this year on 7/1/23. I am Still in the process of getting pricing for other options. In the meantime a worker showed up to do my annual termite review and I turned him away bc 1. I was looking into other options and 2. There had been another worker who came and checked my traps no more than a month before; Id called because I saw what ended up being flying ants and was concerned they might be termites. Since then I have been receiving almost daily calls about my delinquent account and threatening emails about sending the debt to Legal Collections. It is borderline harassment to receive these daily calls and threatening emails and calling this a debt even though no service has been provided and the service renews annually.

  Business Response

  Date: 11/21/2023

  Good Morning,

  Thank you for your patience while we researched this concern. The customer has been credited and the termite warranty has been cancelled.

  We hope resolves the concern.

  Thank you. 

• Initial Complaint

  Date:10/24/2023

  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.

  bi monthly service was set up and it was understood that we are not in this home all year. I believe this company sold so we started getting calls that he has an outstanding balance. Statement does not show an outstanding balance I paid as the bug guy came there were some months we were not home to open the gates so there was not service done. I received a bill yesterday for a service that they claim they performed on 10/15/23 which is a sunday and is not true. I no longer wish to have any contact or do business with Western Exterminator period. I think it is criminal that they can again send out a bill and claim you owe them money for a service that was not requested for completed. I am not paying this bill. Invoice # ******** They have told me on several occasions that the disputed outstanding amount from the previous issue for the account has been dismissed only to start billing up again for an account which I have requested more than once be closed out.

  Business Response

  Date: 11/16/2023

  Good Morning,

  Thank you for your patience while we looked into this concern. Our Operations Manager reached out to the customer and provided the following information: We looked into last year's emails and reports, and could not find, at any point, did the customer call in to cancel. As a matter of fact they called in asking for service, called in wanting to update their credit card so they could pay the bill. There was also a call in to make sure ******* was still their technician. Our ROAA also emailed them about the balance in the past per their request and the customer never replied. After speaking to the customer I found out she underwent a divorce recently and wants us to send the bill to her husband. She stated that her husband is responsible. We did offer to split in half the balance of 306.09 and she hung up. The full balance of 306.09. If she doesn't pay, this would go to collections. We offered a substantial compromise, however the customer was unwilling to accept.

  Thank you. 

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for warranty inspection which the payment was increased quite a bit. My check was written and cleared in April Someone was supposed to call to set up an appointment according to the invoice. I was never contacted. I called several times in August and told them I hadn't received a call and when setting up an appointment Thursday morning was out because of medical appointments. I got a recorded call for a Thursday morning. Once again I called to cancel this appointment make a new one and remind them it could not be in a Thursday morning. They said they would send it to scheduling . It is now October and still no appointment. When someone takes your money and does not preform the service I call that fraud.

  Customer Answer

  Date: 11/04/2023

  They finally came and did the service call. So the matter is settled.

  Business Response

  Date: 11/07/2023

  Good Morning,

  Thank you for your patience while we reviewed this concern. The Branch Manager in that area has spoken with the customer, *********************. Since this complain was initially filed, she has no longer has any issues with service / billing. She also explained that she spoke with the Termite Specialist during her last visit, and he explained services and coverage for her Termite control. 

  We hope this has resolved the issue! 

  Thank you. 

  Customer Answer

  Date: 11/17/2023

  [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:10/13/2023

  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 paid for a year long warranty of guaranteed exclusion services for my home residence to prevent rats and other wildlife. Including removing rats from traps. I have found multiple dead rats since the first service was performed. As a result I have been trying to schedule them to come back and check/reseal my home and perform these exclusionary services as per our contract. I first contacted them on July 22nd, 2023 and as of today they continue to refuse to send anyone. Now they are no longer answering my calls or text messages. I would like these services to be performed and my contract to be extended by the number of months they have failed to execute their services under our contract. Or alternatively to be refunded the full amount so I can seek services elsewhere.

  Business Response

  Date: 11/03/2023

  Good Morning,

  Our Ops Manager in that area has spoken with the customer. Service was scheduled for 11/7. At that time, the technician will preform a reinspection and service for any issues that may arise. Before and after pictures will be sent to the customer as they will be out of town during that time.

  We hope the customer is pleased with the resolution.

  Thank you. 

  Customer Answer

  Date: 11/30/2023

  Hi there,

  Western Exterminator has come to my house to perform the exclusionary services, but I am still looking to have my contract to be extended by the number of months they have failed to execute their services under our contract. I paid for a year and did not receive services by four months (July 22 to November 7).

  Thank you,

  ******

• Initial Complaint

  Date:10/11/2023

  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.

  I initiated pest control service with *******************/Rentokil on 10/7/2021 with agreed upon monthly withdrawals for the duration of service. The initial date of service occurred approximately between 10/7/21 and 10/13/21.An exterminator with ******************* / Rentokil returned in November, 2021, consistent with the terms of the "pestfree365" agreement I had initiated on 10/7/21. At that point I provided verbal notice that I did not wish to be in receipt of their services. An exterminator with ******************* / Rentokil returned prior to March 2022 (the next contracted date), at which point I again declined service and noted that I no longer wished to receive any services. No further attempts at service provision were made beyond that point. Despite this, I continued to be charged a monthly fee. The last charge ($53.00) was withdrawn on or around May 15, 2022, at which point I sent an email response indicating that I would like to cancel all service moving forward. An automatic reply to this email was generated by *******/Rentokil, in which receipt of the email was acknowledged. Because I had previously provided only verbal notice, I did not seek to challenge the monthly charges to that point. On July 18, 2022, I received an email with an invoice for June  and July 2022. I responded to this emailed invoice noting that I had sought to cancel services in May 2022. This email went unacknowledged. I received another invoice for August 2022.In August 2023 I received a notice that my account had been sent to ***********, a collection agency. I provided written notice disputing the validity of the debt, though this was sent via regular post rather than certified mail. It did not occur to me at the time that *********** would deny having received my dispute. I attempted to speak with various individuals at *******************/Rentokil today about the invoices having been sent to collections, but was repeatedly told that because my account had been sent to collections nothing could be done.

  Business Response

  Date: 11/02/2023

  Good Morning,

  Thank you for your patience while we looked into this concern. Our Collections Supervisor has confirmed that the customer will no longer be contacted nor is responsible for invoices. There is a zero balance on the account and concern has been close *** our end. We hope this helps resolve any concerns.

  Thank you.

  Customer Answer

  Date: 11/17/2023

  [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:10/06/2023

  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.

  We HAD a yearly contract with this company. We had issues in 2022 with scheduling so that all parts of the service were done correctly and as advertised. We did Not renew our contract with them in Nov 2022. In April we got a call informing us we owed money on a contract which they have not produced as we did not renew. After Nov 2022 we did not receive nor do we desire to receive their services any longer. We did not renew the contract and thus do not owe them for services at this time. They have not been to our premises since then, and if they were - we have been unaware of it, as I told them it would constitute trespassing and we No longer required their services.

  Business Response

  Date: 10/30/2023

  Good Morning,

  The account at the address below has been cancelled and reflects a date of 4/11/23 cancellation. There is a zero balance on the account, so the customer should not receive any additional communication from **. 

  Customer: *********************************

  Account #:*******

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

  McElhattan, PA *****

  Thank you.