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.

  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:10/03/2023

  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 *******. On or around 7/29/23 Ehrlich showed up before 8 AM and were supposed to be here after 12 PM. They were asked to come back later that day but did not. At some point around 8/7/23 they managed to get here and install traps. Another attempt was made to meet them at 8 AM for follow up service and they did not show up until 5 PM. The technician went around with me to the three bait traps, opened them up and found no mice and traps not disturbed. At that point the technician was told by me that he should discontinue the service and collect his traps. That should have been the end of it but we keep getting bills and no one ever picked up the traps. I addition to their horrendous punctuality they failed to perform the service for which they were contracted, to catch mice. Not one of their traps ever caught any mice whether a snap trap inside the house or bait traps outside - not one. The only mice caught were in my own snap traps baited with peanut butter. They said they are not allowed to use peanut butter in their traps due to allergies. An email was sent to customer service on 9/1/23 about the situation (see attachment) and they (**** *.) responded with assurances that indeed our account is closed. We have received bills for follow up maintenance and a "friendly reminder" on 9/19/23 saying we owe them $466.40. A that point I called customer service on 9/28/23 to complain and say I am not paying for their terrible service, they said they started a "ticket" and would respond to it. As of 9 PM 10/3/23 I received no response. I wish only to have our account cleared to a zero balance and not be bothered by them anymore. Attached is the email and their "friendly reminder". I have not paid them any money so far. 

  Business Response

  Date: 10/25/2023

  Hello,

  We appreciate your patience while we looked into this concern. The customer's account (#:******** has been adjusted to reflect a zero balance.

  Thank you.

  Customer Answer

  Date: 10/26/2023

  [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. 
  I would also appreciate a written statement either mailed to me or sent in PDF format showing our account with a $0 balance please. 

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

• Initial Complaint

  Date:10/03/2023

  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 was contacted by ****** (*****) ****** a salesperson with Active Pest Control on 9/20/23 at 2:26pm to solicit my business for termite protection. He explained he would come out to check for no current activity and schedule to have termite bait stations installed. He advised he could provide an annual warranty for $250-$300 maximum and no money would be required upfront. I was told I would get a call to schedule installation which did not happen. I instead received a text message from **** with Active on 9/28/2023 at 9:44am to advise he would be at my home at 10am. He arrived and installed the bait stations. On Friday, 9/29/2023 at 10:31am an email was sent to me with an invoice reflecting they had debited my bank account for $350.00. I had not provided bank account information nor authorized any charges to my account. I called Active once I reviewed the email and requested cancellation of services and for my bank to be refunded because the charge was not authorized. I was advised by ****** (*****) ****** that the billing department charged my account based on a previous invoice I had paid for pest treatment so they utilized that account number although, unauthorized by me. I had not signed any documentation including a contract for services with them. My account was fraudulently charged and they now refuse to credit my bank account back for the unauthorized transaction. I requested to speak with management upon calling on 10/3/2023 and speaking with ****** and ****** in customer service and cancellation department. Instead, I was told there is no phone number to management, billing or corporate office so I could escalate a complaint. ****** was quite condescending and rude stating she can cancel my service and have the bait stations removed; however, Active will not issue a refund although I was misled regarding the cost and collection of the upfront fee. She stated she could send a message for manager to call me or transfer me back to customer service. Unethical

  Business Response

  Date: 10/26/2023

  Good Morning,

  Thank you for your patience while we looked into this concern. The Branch Manager spoke with the customer today, and the customer was refunded the $350. and services were cancelled. 

  Thank you.

• Initial Complaint

  Date:09/26/2023

  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.

  I received multiple bills from Western Exterminator for services I had already paid for. I called them several times and in February 2023 they finally agreed that they would zero out my balance since their recordkeeping was inaccurate. Based on the email from the district manager, I understood the issue to have been resolved. I found out in August 2023 that they had sent these invoices to collections. I have called them multiple times to resolve this issue and nobody has called me back. I had to contact the collections company and provide evidence that my balance was zero. But they need involvement from Western Exterminator to finalize their process. Nobody is calling me back and I am held hostage. This is a messed up company and their mistakes are affecting my credit.

  Business Response

  Date: 10/30/2023

  There is a zero balance on this account and we will be removing the customer from collections. Thank you for your patience.

• Initial Complaint

  Date:09/23/2023

  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.

  Company provided a service to remove a rodent issue under house. They did not perform the work correctly. Had to call another company to come in and perform the work. Western charged $1000 for their work. No entry ways under the house were blocked. They only installed some type of exit cage. How would this help the problem if there are still holes under house for rodents to get in. I called another exterminator company and they could not believe that Western did what they did and charged my 82 year old mother for basically no work performed. They have answering service that will not let me talk to people that performed work. I have spent hours on the phone trying to get support. They always say someone will call back with 24 hours but they never call back

  Business Response

  Date: 10/19/2023

  We appreciate your patience. We were contracted for just a live animal exclusion as noted on the contract and not the whole home. This was an exclusion for a raccoon for the deck and the customer paid with a check. All documentation is attached with what was done at the property.  A refund will not be made at this time. Thank you. 

• Initial Complaint

  Date:09/18/2023

  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.

  At the beginning of the year 2023, I began getting collection calls from Ehrlich. Messages were left stating that if I did not pay for services rendered, my account would be going to collections. I never received the services I was being billed for. I spoke to a Customer Service Representative prior to the date that the account was supposed to go to collections proving that services were never rendered and the billing was a mistake. The Customer Service Representative was supposed to email another department and the bill was supposed to be removed. About a month later, I began getting collection mail from a company regarding the matter. I immediately called Ehrlich back regarding my previous call. The next Representative saw it in my notes apologized and assured me that it was being taken care of. After more mailings and a call from the *** collection agency, I called Ehrlich again today only for an acting Supervisor named ******* to tell me that it is out of their hands and the only thing that I could do was to pay the collection bill. I've attached the billing invoice to this complaint.

  Business Response

  Date: 10/06/2023

  We appreciate your patience.  Our operations manager spoke to ******** and explained the ***** program and how it works along with how it's billed. She was under the impression that it was a monthly service at $47.00 per month, so if we didn't service, she didn't owe. She was informed that this was incorrect and was provided an explanation why. She understood and we expect payment for what is owed. Thank you. 

  
  

• Initial Complaint

  Date:09/18/2023

  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 paid Rentokil/******* $745.90 in March - which is my 2023 annual payment for services at my house in New York. Despite that payment, my account was sent to collections. I provided proof of payment via email screen shot to the collections agency and to Rentokil/******* directly. They are now contesting that I paid the charge. I have been a loyal customer for 15 years, live in the country where we need these services. Need my account restored, and credited for the 6 months where my services were suspended. Otherwise, I'm in a situation where this money has been taken from us by the company.

  Business Response

  Date: 10/06/2023

  We apologize for any inconvenience. We have located the payment and it has been applied. There is a zero balance at this time. Thank you. 

• Initial Complaint

  Date:09/10/2023

  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.

  tHEY WERE OUT TO MY CONDO twice for a bedbug treatment.The first time, they mistakenly left a bedroom without open, so their heat treatment did not not work. So they came out again with a chemical treatment.That did not work either. Since then, they have nothing to solve my problem. It has been a month.If they wont satisfy my job, I want a refund of all money.

  Business Response

  Date: 10/06/2023

  We appreciate your patience. Our team has made multiple attempts to get in contact with **********************, to no avail. We are ready to retreat this home to satisfy customer but we need to be able to get in contact with him. Thank you. 

• Initial Complaint

  Date:09/05/2023

  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.

  Date of services was over a year ago.I asked for 2 different services to be preformed. Gopher control and pest. When the gopher control was not being done how I was told it would be I said to hold off starting the pest control until we get the gopher control settled. I had someone still show up to my house every week for pest even though I said I did not want it until they did the initial gopher control the way I was told it would be done. The employees said they could not perform the job the way I needed it. I called many times to get this resolved only to be told I would get a call back within the week. I never got a call until over a year later. However the call wasn't to talk about my issues, It was to collect money for services I never received. On top of that I was threatened with collections If I did not pay them.Someone please help me

  Business Response

  Date: 09/18/2023

  We appreciate your patience. We have since credited the open amounts and there is a zero balance/nothing due at this moment. Thank you. 

• Initial Complaint

  Date:09/05/2023

  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.

  In June, 2023, I subscribed to BugOut for pest control service for **************************************, Boone, NC ********** - Account *******. I provided detailed information regarding access requests (prop mgt company) and an explicit request to wait for initial service until 15 June to allow landscaper to clear around structure for treatment. They showed up on June 7 and were unable to access the inside or under the structure or to walk around the structure to treat. They still charged me $279 for the initial visit. Upon receiving the visit report, I immediately rejected any claim that work had been performed. It only went to a technician. After 4 different rescheduling events and no service over a 2 month period, I cancelled service given the atrocious (lack of) performance. They refunded the monthly fee they charged but not the $279 initial treatment fee. I have called 4 times over the July/August period putting in tickets requesting a refund of the $279 as work was not performed. To date, they have not contacted me to resolve. They seem very willing to take money to set up service but appear to have no desire to return the initial fee even though work was not performed.

  Business Response

  Date: 09/18/2023

  Thank you for your patience. A refund check with be processed and mailed on the week of September 21st. This may take 6 to 8 weeks to be received. Thank you. 

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed for an extermination service that never occurred and am being threatened with a Legal Collection by Ehrlich. The account # is ******* and the bill is dated 5/22/2023. The service they say was done on 5/22/2023. After receiving the bill, I called the local number and told them that I had cancelled the service due to steadily declining ability of their exterminators. I was transferred to another department where a very aggressive and rather loud woman said that I had never cancelled the service; that she would cancel it that day; that I owed for the May 22nd service, and if I did not pay it they would send it to a collection agency. I repeated that I had absolutely cancelled the service and that I had told the operator exactly why I was cancelling. I had called about silverfish, and the man they sent had never even heard of silverfish. He went on his phone to research them and find out how to treat for them. I was upset and very clear about not wanting any further service by Ehrlich. They also have a recording that says that calls may be recorded, so I know that they have a record of me cancelling the service. I also told her that no one came to our house on May 22nd. I had been home all day packing for a trip. Also, there was no receipt in the door saying that Ehrlich had been there, there was no message on the answering machine saying that an exterminator was coming - as they always did before, and the amount of the bill was wrong for our service. We paid $89.57 each quarter and this bill is for $97.63. Since then, I have written to the Cincinnati, Ohio /*********************** and the Reading, PA / *********************, CEO, addresses stating the same facts...I had already cancelled the service and no exterminator came to our house on 5/22/2023. I got no response. I called the local number again on 8/22/2023 and ******* said that all he could do was file a dispute. I then got a phone call and a letter dated 8/24/2023 threatening collections.

  Customer Answer

  Date: 09/05/2023

  Good morning, I just received a phone all from Ehrlich Pest Control about my dispute of the $97.63 bill.  She said that the local manager will not reverse the charges because a service was done at our house.  Nothing I said about the fact that I had cancelled the service and was home all day and no one came, or any of the other facts mattered at all.  When I told her that even the amount of the bill was different from our contracted amount, she did hesitate for a bit, then said, "We did have a price increase."  "In the middle of a contract? That's interesting," I responded.  "There is nothing I can do," she said.  "They have a GPS that says he was at your house."  "Parking at my curb does not mean that he came to my door or completed a service."  "I have nothing to show that he was here or performed any service. And even if he did, he should not have because the service was cancelled."  It feels like a scam to get an extra payment out of me.  I can't prove I cancelled, so they just say that I didn't and bill me for an extra service at an even higher fee than my contract.  

  Business Response

  Date: 09/29/2023

  We appreciate your patience. We have cleared the invoice and there is a zero balance owed. Thank you. 

  Customer Answer

  Date: 10/04/2023

  [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,
  
  ** *******************************