Complaints

This profile includes complaints for Rentokil North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rentokil North America, Inc. has 160 locations, listed below.

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  Rentokil North America, Inc.

  1125 Berkshire Blvd Ste 150 Wyomissing, PA 19610-1218

• 

  Rentokil North America, Inc.

  261 Schoolhouse Rd Ste 2 Souderton, PA 18964-2431

• 

  Rentokil North America, Inc.

  6308 State Route 61 Shamokin, PA 17872-9657

• 

  Rentokil North America, Inc.

  491D Blue Eagle Ave Harrisburg, PA 17112-2314

• 

  Rentokil North America, Inc.

  5410 Port Royal Rd Springfield, VA 22151-2314

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2023

  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.

  I hired Florida pest control 8/11/2022 to provide termite, roach and silverfish treatments for my house because I had all 3 insect infestation. I had been receiving quarterly treatments for roaches and silverfish. After being treated for roaches and silverfish each time I always had roaches and silverfish. I always informed the crews where the problems are. After about the third treatment I told them crew to not retreat my house because your treatments are not working well. I later changed my mind and wanted to receive some type compensation such as changing the treatment process or product. I called Florida pest control last week and again about s month ago to receive proper treatment. I was promised two different times that a manager would have to approve me because I am canceled. I have received no phone call or any attempt to reach out to me and treat me fairly as a customer. So, I am asking for your assistance. Thank you. I am very disappointed in the unprofessional attitude of Florida pest control management. I will warn all my neighbors about what happened to me and their inferior services.

  Business Response

  Date: 07/21/2023

  We appreciate your patience. We have since been on site and the customer is satisfied and has chosen to continue with our Service and we are scheduled to do the job On Monday 7/24. Per our Pest Control Consultant it appeared the original problem was compounded by a slight sanitation issue that the customer was going to address. Thank you. 

  Customer Answer

  Date: 08/01/2023

  [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:07/06/2023

  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:06/30/2023

  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.

  I've had this company servicing my property since 2021. In the summer of 2021 I called 5 times for service calls because I was finding bugs on my porch eating my wooden railing. They never came. I've since called a number of times trying to resolve this but they just keep creating tickets and telling me they will get back to me. Also, asked for a termite inspection 3 months ago and haven't heard a thing.

  Business Response

  Date: 07/19/2023

  We appreciate your patience and apologize for any lack of communication. We have no record of any requested termite inspection and *************** does not have termite coverage, service, or a warranty. *************** provided us with photos showing moisture damage on a particular piece of wood possibly attached, and/ or adjacent to the customer's home. We would be more than happy to offer *************** our termite services for the appropriate cost and coverage if he would like to proceed with *******************. There has been additional discussion with *************** and all should be resolved. 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:06/28/2023

  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.

  For 17 Years we received the yearly routine termite inspection from a privately owned company, ******** Exterminating. It provided us with great service. Unfortunately, ******** Exterminating sold its business to Rentokil. On May 5, 2023 I contacted the company (******** Exterminating aka Bug Out aka Rentokil) to schedule the yearly termite inspection to occur in June. The representative of the company with whom I spoke told me that she couldn't schedule any appointment for me, and that someone would contact me within days. No phone calls received. I reached out again on May 11, May 12, and finally on May 17 I was able to schedule the yearly termite inspection for May 18, 2023. After the inspection, I immediately sent the payment of $120.00 for the service. The company cashed it on May 26, 2023. On May 31, I contacted the company to request a written Warranty in form of a certificate that states full coverage of service from Rentokil in case we would experience termite problems during the year. On June 15, I received in my email just a receipt from Bug Out aka Rentokil of the inspection that took place on May 18. In addition, the company had an automated schedule for a termite inspection to take place on June 16. I had to call 3 times to inform the company that I already had the routine inspection; thus, cancel the appointment. Furthermore, every month the company sends my the bill for the service rendered on May 18. I called the company on June 27 and asked why is Rentokil harassing me? I already paid for the service. I was told that I don't owe anything. the bills that I receive monthly are generated automatically. My request to the company is SEND ME, via mail, NOT email, THE WARRANTY CERTIFICATE and STOP SENDING ME A BILL THAT I HAVE ALREADY PAID. Since your personnel is unable to communicate effectively and accurately, the computer may generate duplicate paper every month. But it takes a person to physically place the paper in an envelope and mail it. STOP IT.

  Business Response

  Date: 07/10/2023

  We apologize for any inconvenience or delay in responding. There is currently a zero balance on file and the $120 has been applied the renewal. Our branch manager has also contacted the customer and she has received her physical copy and seems satisfied. This should be resolved at this time. Thank you. 

  Customer Answer

  Date: 07/22/2023

  [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:06/27/2023

  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.

  June 6, 2023 We got our initial treatment with ******** pest solution through Rentokil company for $266 and ever since then we saw more bugs in the interior, so we called the company to schedule a service before July as it would be a free service from the first time we paid in June to July. Twice, there were No-Shows and the agent dealing with my account named Brooke answered my call heard me out and put me on hold cause she was busy and didn't call back. after raising a complaint ticket with their customer service, I still didn't hear back from them and its the end of June, We had to take care of the bugs ourselves. I have asked them to further cancel any services and stop charging my account. I need my refund back for the pathetic service done by ******** Pest Solution - Downers Grove, IL

  Business Response

  Date: 07/10/2023

  We apologize for any inconvenience or delay. We will not be providing a refund at this time as two services we rendered for the customer. We have included the service reports. 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

• Initial Complaint

  Date:06/19/2023

  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.

  I scheduled services for pest control/mosquito tick control. I was charged for pest control services for inside my home when those services were not completed. I called to cancel and be refunded. When I called I was told I would be hearing back from billing. I was then charged AGAIN even after canceling my services. I have been contacting them for over a month and a half with my concerns and they let me know that someone is looking into it and they apologize for the delay it has been since 5/2/23 since I have been asking to be refunded.

  Business Response

  Date: 07/07/2023

  We apologize for any inconvenience or delay in getting the refund back to the original payment method. Two refunds were submitted on 6/21 for $57.00 and $67.17 and should have been received 5-7 business days after. There is a zero balance and services were cancelled. Thank you for your patience. 

  Customer Answer

  Date: 07/14/2023

  [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:
  While I appreciate that the two payments were refunded. These were both charges that were charged after I canceled my services. As seen in the email attached, I am waiting for the 332.67 to be refunded as the inside of my home was never sprayed. I also should be refunded the $67 as it started to pour after the technician left my home. I was told that he would be back to spray to rectify the situation and there was no call ever made to reschedule. I have made numerous attempts to both call and email regarding these charges and I would like to be refunded as the services were never even provided and I was told in June that I would be refunded these amounts. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/18/2023

  We have credited the $399.84 and a refund check was sent out the week of August 10th. There is a zero balance and the account has been closed. Thank you. 

  Customer Answer

  Date: 08/24/2023

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