John A. and Bonnie W. Stepan, longtime residents of Palm Beach, Florida, have filed a Demand for Arbitration against Terminix/Rentokil, alleging the company failed to complete termite damage remediation at their home despite a service agreement. According to the arbitration complaint, the Stepans first reported termite damage to their loggia dining room in 2020, and as of the filing, the work remains incomplete, leaving them unable to use the 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 million, alleging the defendants engaged in a pattern of conduct that harmed vulnerable elderly customers.
According to the complaint, the Stepans reported the termite damage in 2020. 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. The complaint alleges that One Stop performed defective work, used improper materials, violated electrical code requirements, and failed to address additional termite damage discovered during the project. Official communications from the Town of Palm Beach were sent to a former Terminix/Rentokil contractor and were not acted upon, according to the arbitration filing.
The complaint further alleges that One Stop attempted to conceal termite damage that developed during the extended delay and sought additional payment to repair a damaged lattice screen that the Stepans contend was already within the scope of work.
Attorney William D. McCann, who represents 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." 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, continuing 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. The arbitration remains pending, and the allegations contained in the complaint have not been adjudicated.
