John A. and Bonnie W. Stepan, longtime residents of Palm Beach, Florida, have filed a Demand for Arbitration against Terminix/Rentokil, alleging the company breached a service agreement to remediate termite damage to their loggia dining room. 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 arbitration 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, after reporting the termite damage in 2020, the Stepans allege that Terminix/Rentokil retained and later dismissed two previous contractors before work was completed. The company then 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 reportedly sent to a former Terminix/Rentokil contractor and were not acted upon.
The arbitration complaint also 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 included within the scope of work. “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.
The arbitration remains pending, and the allegations contained in the complaint have not been adjudicated. The case highlights ongoing concerns about the treatment of elderly consumers by large service companies. For more information, the full complaint is available through the law firm representing the Stepans.
