Elderly Couple Files $13M Arbitration Against Terminix Over Six-Year Termite Repair Delay

In a dramatic escalation of a long-running dispute, John A. and Bonnie W. Stepan, elderly residents of Palm Beach, FL, have filed a Demand for Arbitration against Terminix/Rentokil, alleging breach of contract, fraud, and elder abuse over incomplete termite remediation work that has left their loggia dining room unusable for six years. The Stepans, aged 79 and 80, first reported termite damage in 2020, but according to the complaint, Terminix/Rentokil failed to complete repairs despite retaining and dismissing two contractors before hiring One Stop Inc., a Coral Gables contractor accused of performing defective work, using improper materials, violating electrical codes, and concealing additional termite damage. The arbitration seeks damages including punitive damages exceeding $13 million, citing a pattern of conduct harming vulnerable elderly customers. Attorney William D. McCann, representing the Stepans, alleges hundreds of ignored calls and untruthful excuses by Terminix/Rentokil personnel, and that the company later conditioned payment on a general release, continuing alleged bad faith. The complaint also references a prior arbitration where retired Alabama school teachers received a $2.8 million award over similar Terminix conduct. The allegations have not been adjudicated. For more details, contact M. Deng Xiao Mei at mdengxiaomei@gmail.com.

The core of the dispute centers on a service agreement under which Terminix/Rentokil agreed to remediate termite damage. The Stepans allege that the company's failure to complete the work, along with the hiring of One Stop Inc., who performed defective work and failed to address additional termite damage, constitutes systemic fraud and intentional infliction of mental distress. The complaint also highlights violations of Florida consumer protection and elder abuse statutes, given the Stepans' ages. The arbitration filing details official communications from the Town of Palm Beach that were sent to a former Terminix/Rentokil contractor and were not acted upon, further compounding the delays. The Stepans seek damages for breach of contract and punitive damages to hold the company accountable for what they describe as a pattern of harming elderly customers.

The case underscores the challenges elderly homeowners face when dealing with large service companies. The Stepans' experience, including hundreds of calls and repeated delays, reflects a broader issue of corporate accountability. The reference to a previous $2.8 million arbitration award against Terminix involving retired teachers suggests a potential pattern of behavior. This arbitration could set a precedent for how such disputes are handled, particularly for vulnerable populations. The outcome may influence consumer protection policies and corporate practices in the pest control industry.