Palm Beach residents John A. and Bonnie W. Stepan have initiated arbitration proceedings against Terminix/Rentokil, accusing the pest control giant of systemic fraud and elder abuse after a termite remediation project at their home has remained incomplete for nearly six years. The demand for arbitration, filed on behalf of the couple, alleges breach of contract, intentional infliction of mental distress, and violations of Florida consumer protection and elder abuse statutes. The Stepans, aged 80 and 79, claim they have been unable to use their loggia dining room since 2020, when they first reported termite damage to the company.
According to the complaint, Terminix/Rentokil hired and subsequently dismissed two contractors before engaging One Stop Inc., a Coral Gables firm, to perform the remediation. The Stepans allege that One Stop's work was defective, including improper materials, electrical code violations, and failure to address additional termite damage discovered during the project. The couple also contends that official communications from the Town of Palm Beach were sent to a former contractor and were not acted upon. The arbitration complaint seeks punitive damages exceeding $13 million, alleging a pattern of conduct targeting vulnerable elderly customers.
Attorney William D. McCann, representing the Stepans, stated, "This company has tortured the Stepan family for years. Mr. Stepan made literally hundreds of calls to various Terminix/Rentokil personnel, only to experience no callbacks, untruthful excuses, and repeated delays regarding completion of the work." The complaint further alleges that after legal counsel was retained, Terminix/Rentokil agreed to pay for complete remediation but later conditioned payment on the execution of a general release, continuing what is described as a longstanding pattern of bad faith. The complaint references a separate arbitration involving retired Alabama school teachers who received a $2.8 million award after alleging similar conduct by Terminix.
The arbitration remains pending, and the allegations have not been adjudicated. The case highlights concerns about the treatment of elderly consumers by large service companies, particularly in matters involving home repair and pest control. The Stepans' experience underscores the importance of holding corporations accountable for contractual obligations and protecting vulnerable populations from alleged predatory practices.
