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:12/03/2023

  Type:Sales and Advertising 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.

  The previous owners used this service. I did not initiate service with this company. This company has spent numerous attempts (lots of junk mail) trying to get me to sign up with their service. Their latest attempt is a bill with an overdue balance. Unfortunately, this kind of bad business behavior is too common. Someone won't sign up for your services, so you send them a fake bill. Get them on the phone and try to sell them new service while you "correct" the mistake.

  Business Response

  Date: 12/28/2023

  Good Morning,

  Thank you for your patience while we looked into this concern. The account is not active and there is no balance therefore no invoice/billing notifications should be sent. We hope this helps resolve the issue and apologize for the confusion. 

  Thank you.

  Customer Answer

  Date: 01/04/2024

  [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:11/28/2023

  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.

  I received an unexpected overdue notice for $150.08. I had not agreed to continue my service policy and had declined the offer to schedule the appointment this year. But they went ahead and billed me anyways. So I replied with a letter advising that I don't owe the company any money, there had been no services this year. Then today I get a final demand for payment with a threat to place my account in "Legal Collection." This is ridiculous and completely unnecessary, maybe they think I'll just pay it anyways? That would be a hard NO, and as I realize that the local guys who work for ** Pest Control are probably awesome, but this company that runs their billing is just awful. I don't owe anything and I want them to close whatever account they have with my name with a $0.00 balance and to stop sending me threatening letters for a debt that does not exist.

  Business Response

  Date: 12/18/2023

  Good Morning,

  Our District Manager in the area reached out and left a voicemail letting the customer know that his Termite service has been cancelled and the account reflects a zero balance as of today, 12/18. The customer responded with a text message confirming. We hope this helps resolve the concern and apologize for any inconvenience.

  Thank you.

• Initial Complaint

  Date:11/28/2023

  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.

  I'm not paying for services that weren't rendered. Theyre trying to charge me $422. And they missed 3 appointments and never came. Service technician says he sprayed outside the house. Tenant was home all day and did not hear or see him. He did not enter the home either. That was part of the $422. The service technician is lying about his visit and I am not paying. He didn't even knock on the door

  Business Response

  Date: 11/29/2023

  I spoke with ******************* last week on or about 11/22.  I had created a workorder for us to return to the location to complete the treatment on Monday 11/27 and asked that ***** return call when tenant will be on site for us to return.  Did not hear back from him and he received aa automatic notification that we would be out on Monday(which we were not going to be if he didn't confirm).  I was off on vacation for Thanksgiving on Friday.  Got his message on Monday and sent him an email explaining what happened, it was an automatic notification for the work order sitting on hold waiting for him to confirm.  All we are trying to do is satisfy him by following up first visit if we did not complete the service as he suggests we were not there.  If he wants us to complete it we certainly want to resolve that, I have a feeling he may be trying to get out of payment.  I will follow up with him again by phone call today 11/29 after 3 pm as he requested on voicemail to either arrange service completion or we will cancel any outstanding invoice and part ways with this customer.  Thank you.

  Business Response

  Date: 11/30/2023

  Good Morning,

  Thank you for your patience while we looked into this concern and reached out to the customer. The Manager spoke with the customer yesterday, 11/229 and offered to reschedule the service, however the customer did not want to do this. The invoice was cancelled and service will no longer be active, per the customer's request.

  Thank you. 

• Initial Complaint

  Date:11/28/2023

  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.

  I have been a customer for over 20 years. Recently, Ehrlich has scheduled appointments and the technician is a no-show. I canceled my service and yet they continue to hill me. Between July and August, I had 3 no-shows in a row. Every time I called, their phone center had no notes about why a technician didn't show up. I had to take off work to wait for these no-shows. Multiple times i was told a manager would call me, but they never did. Finally, on September 15, I canceled my service. I was told that billing would stop and nothing is owed. On October 27, I received a notice of overdue monthly payment. I disputed the charge by email. On October 30, I received an email noting Ehrlich had zero'd out the balance and I owed no money. On November 20, I received a new notice of overdue payment - the exact payment I already disputed and thought was resolved. I called twice and spoke to 2 different people, neither of which could help me and of course no manager was available to talk. Ehrlich needs to stop billing me and close my account. If anything, they should be refunding me for all the time off work for their missed appointments. I have call logs, emails, and detailed notes from these interactions.

  Business Response

  Date: 11/28/2023

  The complaint received is for a customer that our Springfield, VA Ehrlich branch provides service. Please forward to the appropriate BBB for this operation. Their address is ****** **** ***** **, Springfield, VA  *****. The Baltimore Ehrlich office is not able to assist with this and needs to be redirected to appropriate Ehrlich office. Thank you. 

  Business Response

  Date: 11/28/2023

  This BBB actually belongs to District 290 of Northern VA. I have reached out to the customer to apologize for the lack of communication and offered to refund her last payment at the end of August. This is documented in our system and submission sent to admin to get the check refund processed. Awaiting comment back from the customer.

  Business Response

  Date: 12/20/2023

  Good Afternoon,

  The Branch Manager, *************************, reached out to the customer via email on 11/28, apologizing and honoring the refund request. There is a zero balance and effective 9/15/23, the account has been cancelled. We hope this resolves the customer's concern and apologize for the inconvenience.

  Thank you. 

  Customer Answer

  Date: 12/26/2023

  [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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/23/2023

  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 11/9/23, Ehrlich sent a person to my house to take care of ant/spider problems I was having. Driver was upset; said he had driven 2.5 hours to my house and my regular person, ******* *******, would be returning to work on 11/14/23. I asked him to take care of the outside, garage, front and back porch areas before coming into the house; said he would knock when he was done outside. Not even 10 minutes later he knocked on the door with only a metal spray container in his hand, which is what he says he used in the garage and outside areas. I asked if he did the entire outside, garage, windows, doors, porch and deck, to which he replied. "yes." There is no way that could have happened in the 10 minutes he was outside. I showed him where I had seen ants inside and told him which walls were common with the garage. He barely sprayed anything from his container; didn't even take 10 minutes on the inside when he said he was done. I asked if he had put baits or gel down outside; he said it wasn't necessary, the spray would take care of it. I called Ehrlich about his lack of proper pest control and his attitude and said it was NOT a $175 job and I refused to pay for it since I still had an active ant problem and was told no one else was coming until my follow-up with ******* ******* on 11/21/23. I spoke to *** ******* who was very apologetic and understanding when I said I did not wish them to ever come back to my house. Whatever spraying that was done did not take care of my problems. I called Ehrlich several times to request an immediate repeat visit, which did not occur. I told them I did not want to use their service and to cancel my account, cancellation confirmation #****** on 11/16/23. "****" said I should have gotten better service and would have dist. mgr. ****** ***** call me; never heard from anyone until I got a bill on 11/22/23 for $175 for "residential corrective with initial maintenance." I refuse to pay for service that I never received. Shame on them.

  Business Response

  Date: 12/20/2023

  Good Morning,

  Our Branch Manager, ***********************, has attempted to call the customer, *************************, a few times within the past couple of days. He was not able to speak to anyone, however he left a voicemail indicating that the $175. charge was removed. The account does reflect a zero balance, and as of 11/16 the account has been cancelled. We apologize that the customer was not pleased with our service and hope this resolved the issue.

  Thank you. 

  Customer Answer

  Date: 12/20/2023

  [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:11/21/2023

  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.

   August 2023 we were notified by D's Pest Control that their business had been purchased by BugOut and to simply call the local number ###-###-#### to schedule services. Soon after this, I called this number to schedule service at one our rental homes. I was shocked to learn that the call center was in Florida, the billing office was in Cincinnati, OH and there was no way for me to communicate with the local people in Lubbock, TX. On August 28, 2023 I notified Bugout that our rental company ****** ********, LLC was terminating all services with them and listed each of our properties which we own and manage. We received email confirmation that they received this termination on 08/30/2023. We received a past due bill for purported services in the amount of $240 but no service was authorized or received by us. We contacted BugOut by phone (###-###-####) on 09/05/2023 and talked to ***** who routed us to ***** who then routed us to ********* at their district office. ********* told us she could find no account for us and to ignore the bill. I was not satisfied with *********'s response so on 09/22/2023, I sent an email response to ****** ******** - ***************@rentokil.com, who had created the bill, explaining that we had terminated Bugout services in August, had authorized and received no services and that we would not be paying this bill. I also demanded that they cease and desist from sending us bills, contacting us or entering upon any of our properties. Alexis Rayfield responded 09/25/2023 by email stating that she had gotten this adjusted and we would not receive any calls or emails again. On 11/10/2023, I received and email from [email protected] stating that they were scheduled to spray one of our homes. I immediately on 11/10/2023 replied via email that we do not use BugOut services, to cancel this appointment to not reschedule. I received their confirmation yet they still sprayed this home & one other. I want them to STOP!

  Business Response

  Date: 12/20/2023

  Good Afternoon,

  It appears that this issue has been resolved as there is notation on the account instructing not to contact this customer any longer (11/21/23).

  The account was cancelled effective 9/5/23 and there is a zero balance. We apologize for the inconvenience and hope this resolves any concerns.

  Thank you. 

  Customer Answer

  Date: 12/26/2023

  [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 am disappointed that it took so much effort to get this resolved and must say that I will not recommend this company to others if they should ask my opinion.
  
  Regards,
  
  ******************************* - ****** ********, Llc
  
  

• Initial Complaint

  Date:11/08/2023

  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.

  Our pest control provider was bought out by Rentikil. Once we realized the service was changing, we decided on a new pest control provider and started services. I called Rentokil to cancel service on July 21st or 22nd, I was forwarded to a second number and they seemed to have difficulty finding my account. They finally confirmed that they canceled my upcoming appointment and my account and the balance was $0. I was on the phone with them no less than 20 minutes. I was then sent a message that our house was serviced on 7/31 and subsequently sent a bill. I called to complain and was transferred multiple times and told someone would call me back, but no one ever did. I then received an overdue email from *****************************. I emailed her back explained all of the attempts that I made to cancel and have the bill dropped and on October 6, 2023, she replied I will submit a dispute regarding the invoice and someone will call you to follow up. I still have yet to receive any further communication from them except for another email saying we are past due on payment for the service we had already canceled. I would like for this bill to be dropped and I would never recommend this company to anyone.

  Business Response

  Date: 12/07/2023

  Good Morning,

  We have removed the $96. charge and the account reflects a zero balance. 

  We hope this resolves the concern.

  Thank you. 

  Customer Answer

  Date: 12/12/2023

  [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:11/07/2023

  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.

  Western Extermination company and I agreed to a payment of $2382.00 which I paid in full on October 5 2023 with an employee discount of 60% on September 28 2023 I received an email from ********@west-ext.com on October 5 2023 stating my bill was $3026 I responded on October 6 2023 stating that bill was incorrect. This company has not honored what was originally agreed upon which is a violation on what was agreed before service was performed. I have text from employees of this company stating my original agreement of $2382.00, when agreement was signed on September 29 2023. I have called numerous times from September 2023 to October 31 2023 with some employees hanging up on me and some submitting tickets ** ******, ********, ******* and some employees not submitting anything, but all employees stating that I will receive feedback with in 24 hrs, or a supervisor will call me and some employees lying to me telling me that I can not talk to a supervisor because it is against company policy, and all they can do is submit a relay the message. On 10-31-2023 after calling this company again I sent an email to ******** ****** operation manager, about adjusting the over payment of $275 plus the additional charge of $668.00 that should not be charged onto my account. Why does it take so long to resolve an issue? How many more days and weeks do customers need to wait for resolutions? How many times do I need to call this company and be lied to and over charged? To this day I have not received a response regarding my issue of why do I currently have an outstanding balance of over $668 and a charge of $275 on my credit card for service, after I paid the service in full on October 5 2023. Why do I have a "credit" to my account when my account is fully paid and I requested numerous times over the phone calls to this company representatives that I requested payments refunded/returned to be redirected to my credit card that I have made the payments on. I DO NOT want a company credit, because I will not be using this company service EVER! I have called numerous times and all times I get the response of someone" will contact me explaining the error made by this company". I HAVE NOT HAD ANY FEEDBACK FROM ANYONE either a courtesy phone call, message , letter, email no representation on at least trying to resolve an issue that should not even be an issue. Why make an agreement with customers when this company can not honor its agreement verblly or written to customers.

  Business Response

  Date: 12/05/2023

  Good Afternoon,

  Our District Manger in this area spoke to *****************************;and ***************************, who are the customers on file. ******************* explained that she did not want the pest control service. **** only requested a termite treatment without the 3 year warranty that was proposed. We have agreed to refund her the $275 for the pest control initial service, the monthly charge of $55.67 for a total annual charge of $668.00 and refund $394 for her annual termite renewal which she has already paid. We hope this helps resolve the concern.

  Thank you,

• Initial Complaint

  Date:11/06/2023

  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.

  Bug Out bought my local contracted pest control company. We canceled our service after the buy out as we could not get in touch with anyone about appointments/service etc. We have been billed for services not received and not ordered. We have called and received promises to have this adjusted but continue to receive threatening letters for payment.We never received the service they are asking payment for. I have made numerous calls regarding this to no avail. This is very upsetting and has required a lot of our time to try to straighten out and they still have not corrected this. Please provide documentation where we contracted and received this service or remove the charges from our account.

  Business Response

  Date: 12/05/2023

  Good Afternoon,

  This customer has a zero balance on the account and should not be receiving any notification that anything is owed. We hope this helps resolve the concern.

  Thank you. 

• 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.