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.

  4383 Lycoming Creek Rd District 08 Cogan Station, PA 17728-9721

• 

  Rentokil North America, Inc.

  PO Box 13848 Reading, PA 19612-3848

• 

  Rentokil North America, Inc.

  1007A Ruritan Cir Sterling, VA 20164-9314

• 

  Rentokil North America, Inc.

  923 Gist Ave Silver Spring, MD 20910-4944

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:08/28/2023

  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.

  We used ******* Pest service last year and were pleased. It was sold to Bug Out this year and they withdrew over $600 from my account without ever coming to house or calling us. I cancelled in Jun and have spent 2 months asking for my refund. First, it was too soon, then it would be sent to billing, then refund was issued in Jun. No refund has been received. Customer Service cannot connect you to billing or management or give you a corporate office phone number. I just keep going round and round with them with no assistance.

  Business Response

  Date: 09/25/2023

  We appreciate your patience. We mailed out a refund check on 9/12/23 for the amount of $658.86. Apologies for the delay. Thank you. 

  Customer Answer

  Date: 09/29/2023

  [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:08/25/2023

  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.

  This ordeal started at the end of April 2023. The account number is #*******. ********************** Pest Control only removed one animal that was stuck inside my house in the crawl space. The local Police came and removed two animals that was still inside my house. Anderson Pest Control did not finish with the disinfectant process and their is still animal debris, and animal feces still in the crawl space.

  Business Response

  Date: 09/11/2023

  We apologize for any delay. We did the work on 6/1,6/2. This customer called back and we dispatched a tech on 6/6,6/7,6/8 & 6/9. We got on the roof and sealed a hole on the roof. Our tech **** cut a hole in the drywall and removed one out of the wall on the 1st floor and he patched it up. We cut down a few trees. On 6/9 we dispatched tech at 9pm on a Friday and he went out. All of these additional go backs were outside of the original scope of work. We did all these go backs for free. We went above and beyond here and the customer's balance is owed. Thank you. 
  
  

• Initial Complaint

  Date:08/24/2023

  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 moved into a new home on 5/30/23 and the following day received a Bugout bill for $113.01 with a May date. (Attached) The description said “June invoice changed to quarterly form (sic) mthly for new owner takeover. I thought it was a company my husband had signed up with and promptly paid the bill by check. As soon as I learned that we had not signed up or agreed to do any business with this company, I called their billing department. They said they couldn’t tell what the bill was for and that I would hear from their termite department with an explanation. Two weeks passed and no one contacted me. Meanwhile I received another bill dated June with the same amount, account number and return address but from a company called Ehrlich (attached). Again, I called and they said they had no idea what it was for and they would have their billing department contact me. They sad the account number belonged to someone else. Yesterday I called again and asked what the bills were for. They said they would have to contact the termite department. Sensing that I was being scammed and realizing that I had never agreed to do business with this company, I called today and asked to speak to someone who could close this account and refund the payment that had been sent in error. This woman told me that the fee was for a termite warranty and 17 termite traps that were around my home. There are no termite traps in my yard and I never agreed to do business with this company. The woman made an appointment for a technician to come remove the traps on 6/30/23, said she would close the account and reiterated that they do not give refunds. It’s very unethical for a company to just bill a new homeowner for a service they never agreed to and I’m hoping that there will be repercussions for them and a proper refund to me. I did not agree to or receive any type of service from ****** or Ehrlich. Any help you can provide will be appreciated.

  Business Response

  Date: 08/31/2023

  Dear. *************************;
  
  I'm writing in response to your BBB complaint. We will of course file a formal response but I wanted to reach out directly since you provided your email address and I am the local representative handling the response. 
  
  I personally sincerely and unreservedly apologize for the inexcusable and frankly embarrassing series of errors that you encountered while interacting with my company. I don't blame you for a moment for filing a formal complaint. We earned it. This sequence of errors was due to a collusion of the margins of human error colliding with multiple systemic changes executed simultaneously, but of course we know that poor execution can never excuse bad customer service. 
  
  I've corrected the spelling of your name on our system and I have submitted a refund request in the amount of $113.01. It will take a few weeks to process and will be mailed to you. 
  
  If you haven't received your refund check by September 22 (it should be before that date), please contact me directly. 
  
  Best regards,

  ************************* Branch Manager

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

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

  Customer Answer

  Date: 09/06/2023

  [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:08/22/2023

  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.

  Have been trying to get a resolution for bugs that are becoming a problem in my household. Keep getting routed from one person to another without an acceptable solution. It's their job to rid my house of pests, they have not done so and do not seem to care

  Business Response

  Date: 09/14/2023

  We appreciate your patience. Our technicians supervisor received clarification from our servicing specialist that knows **** and states **** was unsatisfied with the customer care organization but happy **** the specialist was there to help. Our supervisor called **** and left a message but got in contact with **** at a later time and advised that everything is under control. Thank you. 

  Customer Answer

  Date: 09/18/2023

  [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: I was not told everything is under control.  ***** from FPC did call to talk to me the last week of August.  I have yet to return his call, but will do so either today (Monday September 18th) or Tuesday the 19th.  I've had a lot going on and did forget, till receiving this notification. **** did come to try and resolve the problem.  A couple weeks later, last Thursday as a matter of fact, another technican had to come once again as ants were still a problem.  They are gone now. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 10/16/2023

  Thank you for your patience. Our technician supervisor has spoken ****************, and he said the issue has been taken care of. Thank you.

  Customer Answer

  Date: 10/18/2023

  [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:08/22/2023

  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.

  On December 2022 I sent Ehrlich a check in the amount of $594.49 for pest control service for 2023. I was working when the technician came to my home the first 2 times but since I was having an ongoing issue, I was home for the third visit. That was scheduled for June 29, 2023. I was told he would be at my home between 12:00 - 5:00. I left work at 11:30 to wait for the technician. He never showed up. I called Ehrlich and was told they needed to check with the tech and they would call me back within 24 hours. I never got a call back so I called again. I was then told that the tech was at my home at 12:10 on June 29, 2023. That is a lie. I was waiting, with the door open, and nobody from Ehrlich came. Ehrlich rescheduled the appointment for July 5. Again I waited and nobody from Ehrlich came. I called again. They told me they would send another technician on July 14. That technician did come. He told me I had a crack in the foundation that was causing my infestation of ants. He treated the outside and also treated the porch for carpenter ants. If the tech had been servicing the outside, even one time during the year, he would have seen the crack and my problem. It is clear that I paid for services I never got. I cancelled my account and demanded a refund for the second half of the year which would be $297.24. I have been calling Ehrlich for the status of my refund without success. I have made numerous calls and each time I am given a different excuse. I have been a loyal customer for 10 years and have paid annually every year for service yet to this date, nobody from administration has called about my problem. It is clear to me that I will not be getting a refund. Instead of half of asking for half of my annual fee, they should refund me the entire amount since I paid for services I never got. That is why I am reaching out to you. This is the first complaint I have ever filed. I hope you can help.

  Business Response

  Date: 08/30/2023

  We apologize for any inconvenience or delay. The check was mailed out the week of 8/24 and may take 6 weeks to be received. Thank you.

  Customer Answer

  Date: 09/08/2023

  After the BBB sent notice of my complaint to the company, they refunded my money within 2 weeks of receiving your notice.  Thank you for your help in resolving the issue.

  Customer Answer

  Date: 09/14/2023

  [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:08/22/2023

  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.

  Services for over two years not done to take care of problem. Ground squirrels undermining property,gophers not being treated had to pay another company $1000.00 to take care of problem. They found empty traps ,holes under driveway,hillside eaten away and mounds from gophers. No call back for over a month.

  Business Response

  Date: 08/30/2023

  We apologize for any inconvenience or delay. Our branch manager spoke to ***** and went over her dispute. She had dates and times that she called the specialist and call center over the past two years to resolve issue. Advised her partner walked the property with the tech several times to show him trouble areas and tech kept saying he would go back but didn't. We agreed to reimburse her $971.20 for past services and we will be canceling her account. A Refund and credit have been submitted. Thank you. 

  Customer Answer

  Date: 09/07/2023

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

  Customer Answer

  Date: 10/13/2023

  No refund as if this date and we agreed to this on 9/7.
  Thanks for your help
  Nancy

  Business Response

  Date: 10/18/2023

  Our branch manager has spoken with ***** and went over her concerns. ***** had dates and times that she called our tech and call center over the past two years to resolve her issue to which our specialist did not follow through. We agreed to reimburse her $971.20 for past service and have issued a check refund for $971.20. This can take anywhere from 6-8 weeks to be received. Thank you. 

• Initial Complaint

  Date:08/22/2023

  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.

  we have been dealing with a bed bug issue in the last three months we have been postponed twice had a scheduling conflict twice. they arrived on the scheduled day. with a return for two weeks follow up and the follow up was done. when contacted a week later with same issue. was asked to send pictures which we did. and was contacted a week later for a scheduled appt. on 8/14 but due to my grandson and SO having a baby that day and daughter going for surgery that day we had to reschedule for 8/21 when was told to contact the residential inspector I had tried twice on 8/14 with no contact. I finally called Ehrlich corporate and spoke to a CSR and was informed that we were not on the schedule that day but could be done on 8/21 between noon and 6pm. I asked to speak to the supervisor and was informed that I would get a call. I informed them that if I did not recieve a call by the end of business day today my next step would be to the better business bureau I have not recieved a call and no contact has been made. I got a bill for over $2600. and agreed to pay half after the first treatment and will finish paying on 8/27/23 when the job is finished. I realize the timeline is quirky but I think that they should not get the final payment until the job is done. which would put the timeline to September 2023 when the K-9 walkthrough is done which won't be for at least another two weeks after the treatment is done. I would like an apology and an adjustment to the bill. for time and trouble. It takes at least six hours to prepare and another 4 hours to wait after application and another six hours to recover (putting stuff back together). I know its lengthy but thank you for taking the time to go over it.

  Business Response

  Date: 08/31/2023

  We appreciate your patience. Service's were fully performed and rendered at this property and the account balance is indeed valid. Our manager of operations has discussed this previously with the customer as well as one of our sales team members. Thank you. 

• Initial Complaint

  Date:08/22/2023

  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 cancelled services in Oct 2022. (due to them raising rates ******* Pest Control) then bought out to BUGOUT / RENTOIL (Never agreed to start back up with the new company- they just decided to schedule a appointment) In May they decided to schedule services for pest control. We called and cancelled the service because no one would be home. (May 17) The appointment was not cancelled and we were billed. I paid for the mosquito service due to it being outside. But I called about being charged for the residential service since no one was home and they could not get in to spray inside. (after being cancelled) I agreed to reschedule a day when I could be home and use that visit for the same invoice then I would pay the invoice—scheduled for (June) no show that day. I called and made contact through the portal no response. They rescheduled again in July and I told them to call before coming or cancel. they did not call and came out and supposedly went outside only again and again and sent a bill. I have tried several times through customer service and VIA the portal to have a manager contact me and to speak about the invoices that I cancelled service for. Today I received and email threatening Legal action; I once again tried to call and resolve with no solution. I was told I did not cancel the or contact them so I will have to pay. Again I requested to speak to a manager. If they would just come inside and complete the service I would have paid them but I would cancel and they would show up anyway and not come inside and have no proof that ANY services were done. Most of all they were cancelled. so I should not have to pay for them. 2 bills for $102.72 each May 17-2023 and July 14-23 ATTACHED PAPERWORK You can see from the paperwork that there was a lull in service from Oct to May (where i suspended service - the original agreement was to come every 3 months) so you see no service between OCT and March

  Business Response

  Date: 09/22/2023

  We appreciate your patience. We have credited off the invoices in question and there is zero balance owed at this time. Services are cancelled. Thank you. 

  Customer Answer

  Date: 09/25/2023

  [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. 

  Response to BBB and BugOut 9/25/2023

  Thank you for your help in this matter. As long as the invoices do not reappear, the issue is corrected.
  
  9/25/2023 I received the response that the invoices in question  were credited. I did check the website for Bugout and it currently shows no balance as of 9/25/2023. I printed and took screen shots as proof.
  
  Again, thank you.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/20/2023

  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.

  When the sales person came to our home he offered us a 3 month service agreement and said we would pay 3 months up front at $37 a month totalling $111 then every 3 months we'd be billed that amount. He stated it included a tech coming to spray inside and out once every month and in between each month if we needed them more, we could call and they would come out as many times as needed in that month for no additional charge. We paid the $111 plus an additional month and some fees totalling $160 Mar 15 2023, and they did not come to spray until April 14th yet they sent a report saying they sprayed that day and did not then charged us in Apr $37 despite having paid 4 months advance and only sprayed our 1st floor and not our 2nd or outside with target listed as ants yet we signed up for roaches in a purchased appliance. They have continued to charge us $37 every month since Mar 2023, but we have only had a tech spray 3 times since signing up. We spoke to management about the issues and they said that the sales person lied, we did not pay in advance, and were not willing to do any adjustments even though the 1st spray was a month after signing up, they did not spray 2nd floor or outside and have only had 3 service calls in 6 months. This is poor practice, misleading sales, and poor customer resolution. We also used a referral which should have credited us $50 that we never received.

  Business Response

  Date: 09/19/2023

  We appreciate your patience. Our operations manager spoke with ************ and there was some miscommunication with our residential specialist and what was proposed. We have credited her $160 for the troubles and she is satisfied. Thank you. 

  Customer Answer

  Date: 09/25/2023

  [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 for now. The manager assured me that service would be provided monthly as agreed upon going forward. If there is not progress in them coming out to provide the monthly service, I will open a new complaint.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/16/2023

  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.

  Date: July 17, 2023 To: Rentokil North America, Inc. ************************************ Wyomissing, Pennsylvania ******************** Attention: *******************, President **** **************: On 5/8/2023, all services with Bugout (a Rentokil Company) were cancelled. My wife and I have repeatedly called Bugout to straighten out their erroneous accounting for multiple properties and never seem to reach resolution. Therefore, we are writing to you for assistance. 5/8/2023 All Services Cancelled (per Bugout Credit Balance $626.00)5/17/2023 Refund Check Issued for ****** 7/17/2023 **** received from Bugout for $29.03 The purpose in canceling all accounts stems from the fact that the accounting system and the ability of the personnel to perform basic mathematical functions like add and subtract does not appear to exist. Thank you, **** + *********************** ******************************Jacksonville, Florida*********** Cc: Bugout Services Post Office Box ****** Cincinnati, Ohio *****-****

  Business Response

  Date: 08/31/2023

  We appreciate your patience. We have refunded the customer and contacted them regarding the matter. Refunds processed on 5/10/23 for $231.77 and 7/27/23 for $276.64. Thank you.