John A. and Bonnie W. Stepan, longtime residents of Palm Beach, Florida, have filed a Demand for Arbitration against Terminix/Rentokil, alleging breach of contract, fraud, and violations of Florida consumer protection and elder abuse statutes. The complaint, filed on June 26, 2026, stems from a service agreement under which the company agreed to remediate termite damage to the loggia dining room of their home. According to the arbitration complaint, the Stepans first reported the damage in 2020, and the work remains incomplete, leaving them unable to use their dining room for approximately six years.
The complaint seeks damages for alleged breach of contract, systemic fraud, intentional infliction of mental distress, and violations of Florida consumer protection and elder abuse statutes. Mrs. Stepan is 79 years old and Mr. Stepan is 80. The complaint also requests punitive damages exceeding $13,000,000, alleging the defendants engaged in a pattern of conduct that harmed vulnerable elderly customers.
According to the complaint, the Stepans reported termite damage to their loggia dining room in 2020. As of the filing of the arbitration, they allege the repairs remain incomplete. The complaint further alleges that by 2025 Terminix/Rentokil had retained and later dismissed two previous contractors before work was completed. The company later hired One Stop Inc., a Coral Gables contractor, to perform the remediation. According to the arbitration filing, One Stop performed defective work, used improper materials, violated electrical code requirements, and failed to address additional termite damage discovered during the project. The complaint further alleges that official communications from the Town of Palm Beach were sent to a former Terminix/Rentokil contractor and were not acted upon.
“This company has tortured the Stepan family for years,” said attorney William D. McCann, who represents the Stepans. “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.” McCann further alleges that after the Stepans retained legal counsel, Terminix/Rentokil agreed to pay for complete remediation but later conditioned payment on the execution of a general release. According to the arbitration complaint, this continued a longstanding pattern of alleged bad faith.
The complaint also references another arbitration involving retired Alabama school teachers who reportedly received a $2.8 million arbitration award after alleging similar conduct by Terminix. This case highlights potential systemic issues within the pest control industry regarding the treatment of elderly customers. The Stepans' experience underscores the importance of holding companies accountable for contractual obligations, especially when vulnerable populations are involved. If the allegations are proven, it could set a precedent for consumer protection and elder abuse claims in service agreements.
The arbitration remains pending, and the allegations contained in the complaint have not been adjudicated. The outcome could have significant implications for how pest control companies handle long-term remediation projects and interact with elderly clients. The Stepans' case serves as a cautionary tale for consumers to document communications and seek legal recourse when services are not completed as promised.
