John A. and Bonnie W. Stepan, longtime residents of Palm Beach, have filed a Demand for Arbitration against Terminix/Rentokil, alleging the company failed to complete termite remediation work at their home since 2020. According to the complaint, the Stepans have been unable to use their loggia dining room for approximately six years due to the unfinished repairs.
The arbitration complaint, filed by attorney William D. McCann, 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.
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 McCann. "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 ongoing concerns about the treatment of elderly consumers by large service companies. The arbitration remains pending, and the allegations contained in the complaint have not been adjudicated. For more information, contact M. Deng Xiao Mei at mdengxiaomei@gmail.com or (925) 998-8099.
