ComplaintsforRentokil North America, Inc.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company has continually called my cell phone with an automated message to call them regarding my pest service account. I have never heard of this company or had any pest control services at my house that they could be affiliated with. I have been unable to stop the constant harassment from this company. The constant harassment calls come from  ************.

  Business response

  08/07/2023

  We apologize for any inconvenience. We have identified ******'s phone number and removed it from the account. There should be no further communication. Thank you.

  Customer response

  08/08/2023

  [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

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying this company monthly for their pest free service since 2019 at a monthly rate of $47.50. This includes three annual visits. Almost every one has been a no call no show on the part of Anderson, and additionally, they will not reach out ahead of "appointments" as I've requested so I can make sure to be available. Additionally, when I try to actually schedule these appointments, they don't show up. They sign my signature (in a squiggle) and send through a report of things that never happened. I have told this to them and they refunded some money and said they would fix it. They have now done it for the last two visits, one supposedly on March 23th and then one supposedly today on 7/24.

  Business response

  08/11/2023

  We apologize for any inconvenience. We had our Branch manager contact the customer on August 3rd and voicemail was left to discuss a resolution to the issue. Thank you.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been billed for services that have not been performed. The account has been cancelled by the company and I am unable to login and view an invoice. I had used this company for more than 7 years with an automatic payment process to my credit card. This charge for more than $100 was not for ANY service performed at my address. I have contacted the company several times with no return communication. This week I received a notification the invoice was being sent to a collection company.

  Business response

  07/24/2023

  We appreciate your patience. The account has been cancelled and the outstanding balance has been removed. Thank you. 

  Customer response

  08/02/2023

  [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

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I canceled my service before may 15th 2023 because I have had nothing but terrible experiences with this company. I was charged extra in November of 2022 for 4 “traps” for mice while I have a contract that covers mice and roaches/ants. I was not informed by of this extra charge. This company shows up announced while no one is home (hardly ever shows up). They’ve been to my house roughly 4/5 times. Never came monthly or called to follow up. I have a bill for May when I canceled my service before the bill. I am extremely disappointed. I’ve attempted to contact the company multiple times. And never received a call back.

  Business response

  07/31/2023

  We apologize for any inconvenience or delay. The account was cancelled on 5/23/23 and there is a zero balance at this time. Thank you. 

  Customer response

  08/02/2023

  [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

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had pest control service set up at my rental property located at **** ** *******, Citrus Springs, FL. The property is being remodeled and I am the owner living in California. I had a problem with Florida Pest Control sending service people out without notifying me in advance, as after the fleas were gone I no longer needed the service while the remodel was taking place. I received online invoices from Florida Pest Control for April and May 2023 and spoke with multiple people before speaking with *** at ###-###-#### on 5/25/23 who told me the April and May charges were to be removed and no more service would be charged. I have a recorded message from *** on that date. However, apparently the parent company of Florida Pest Control is Rentokil in Wyomissing, PA. I started receiving past due bills in the mail from Rentokil and spoke to people numerous times both at Rentokil and Florida Pest Control. I got another past due notice date June 30 from Rentokil stating my payment on account no. ******* was past due and delinquent in the amount of $34.33. I have excellent credit and am furious that this issue has not been resolved. Every time I speak to someone at either company I am told "this is being taken care of" however I am not provided with the name or phone number of who is supposed to be taking care of this. I truly believe that Rentokil/Florida Pest Control have serious problems with how they automatically send service people to provide service and how they bill customers. There should have been one person who I was directed to that should have resolved this based on ***'s 5/25/23 phone message. I do not want my credit to be marred by the total lack of customer support that is not being provided by Rentokil/Florida Pest Control. Honestly I believe this could be a class action lawsuit if this is happening on a large scale. The $34.33 needs to be removed immediately from my account (which is supposed to be closed) and any delinquent credit reported needs to be rectified.

  Business response

  07/24/2023

  Our supervisor of operations has removed the balance of $34.33 from the customer's account. He has also contacted ***.*****************************;to let her know this was taken care of. She was very appreciative and thanked us for calling her. 

  Customer response

  08/13/2023

  I did receive another phone call from Florida Pet Control aka Rentokill saying that they had removed the charge.  I did receive one more past due statement after that phone call; I'm hoping that they fix their system so they don't continue to send past due statements to customers when there should be a $0 balance on the customer account.  Otherwise thank you for reaching out to Florida Pest Control to make sure they are aware that there are issues with the way they bill and how they communicate with customers.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Active Pest Control for over 20 years. I have purchased two homes and have always used them. They were always personable and willing to go the extra mile. Even as a realtor, I referred all my clients to Active Pest Control. Now I currently work as a nurse practitioner and still refer all my friends and family until now. I just happened to get a call from my daughter who states, "Mom, I think I see termites at your back door." I told her that was impossible because I have the baiting system. In January 2023, there was a mishap with something to do the direct debit. I called to rectify it and the young man on the phone told me to disregard any types of notes or letters. I have always used direct debit with this account. Someone, not me of course, decides to change my inspections from every three months to once yearly without even mentioning it to me. So I called today to try to see what was going on and I stayed on hold for approximately 28 minutes from one of the customer service reps who consistently wanted to escalate this to the administration department. I told her no I would like to hold on and then finally was transferred to the survey without speaking to anyone. Then I called back and got some other gentleman, whose voice sounds vaguely familiar, as I think this was the one who possibly changed my account without asking, who pretended he knew nothing that I was speaking of and then started to overtalk me and then started that I could not speak to management. He never tried to understand anything that was being said. I'm not sure what happened but this needs to be fixed and if I have termites, someone needs to fix that as well. My home is one of my biggest investments and I don't want someone's mistake to cost me. I will also submit this to the BBB as well as *******

  Business response

  07/18/2023

  We did have our manager of operations contact ***** on 7/13 and explained how the ********* system works and she is happy now. Thank you for your patience.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  - 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

  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 response

  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

  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

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩