Complaints

This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rollins, Inc.

  2170 Piedmont Rd NE Atlanta, GA 30324-4135

  
• 

  Rollins, Inc.

  1479 Parker Rd SE Ste 300 Conyers, GA 30094-6621

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  
• 

  Orkin Pest Control

  4669 Stenstrom Rd Morristown, IL 61109-2637

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a termite warranty with Home Team Pest defense. My contract states a rate of 170 semi-annually (this is written into the contract) to monitor termite stations. This actually is more than is required to monitor these stations and is entirely a revenue gaining model. They are charging for service that is not needed. Additionally, they have gradually increased the fee without notification now to 250 per period resulting in 500 per year for termite monitoring. They would not respond to my queries about this via email. Instead they sent the bill to collections.

  

  Business Response

  Date: 03/11/2025

  We apologize for the inconvenience in this matter. The local branch contacted Mr. ******* to discuss his service and account balance.  They let him know that they have halted the collection process, however, the outstanding balance will remain due. The manager offered to reduce the annual renewal to $400.00 but Mr. ******* declined and stated his intention to seek alternative services, despite the significant difference in price. If Mr. ******* has any further questions or wants to reconsider the price reduction; he may contact us at ************.

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  orkin was hired to make quarterly visits and also found mice between one of their visits. they removes all insulation in our attic, sanitized, replaced insulation and also sanitized the crawl space 10 weeks ago. We still have mice. after the treatment, we have caught over 20 mice in the house. we have called the office, manager and supervisor to come back out and all they do is put down more sticky traps. we have droppings all over our house and clean every day just to find more the next morning. we have traps all over our house and do not even let family come over. we have all of our food in plastic bins and in our pantry there are new droppings every day as well as behind our refrigerator and stove. We feel that we are getting the run around when they guarantee to rid the mice. in the 10 weeks since the treatment, we have called them to the house MULTIPLE times and a result of NO relief of the mice. This has to be fixed!!!!

  

  Business Response

  Date: 03/07/2025

  We apologize for the delay.  The local branch has contacted Mr. ****** to discuss his concerns and is working to resolve the issue with rodent treatment with little or no activity at this time. The ***** team is continuing to eradicate the remaining issues. We have provided additional exclusion work to resolve the pest issue. In the meantime, if Mr. ****** has any additional concerns, he may contact us at **************.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just purchased our first house in May 2024 and have a 1 year old. We contracted Orkin In August for pest control. Orkin has been to the house for normal service 3 times and failed to go into the attic. Further, they claim in reports they did exterior checks and noted no entry points for pests.Orkin come out and did a pest inspection after we found a dead mouse and hearing things in our attic. They did a full home inspection on 1/7/25. When the guy came down from our attic, he told us that we had a moderate to high live infestation and that it was a health and safety hazard. Before he left, we scheduled a time for him to come back on 1/8/25 to discuss the next steps to fix our issue. I told him the time that my husband and I only had the morning free. He told us that we could meet between 8:30-9 am and it will take about ***** hours to go through the report. We scheduled it that early because I had a work meeting to attend and had to leave at 10:30 am. He showed up 1.5 hours late and we had to quickly discuss the report. He showed us photos of our attic that had numerous ****** holes, a ton of urine, and chewed up wires. He stated that there was a lot of urine up there and that we were breathing all that in. He said that it was a health hazard because mice urine and f**** are very harmful to humans. He asked us if we had noticed that any of us had been more sick since moving in. I asked if we would know if we had mice crawling around in our living space and we were told that its possible they could be around, and we wouldnt see any evidence of them. He stated, if you find mouse f**** youre lucky because the odds of them pooping where youd find it are slim. That statement increased our anxiety that our child would get sick. They quoted us 25k for the work. We settled on 15k. We were not given an itemized receipt after asking and are entitled to in ****. Orkin used deceptive practices and did not even fix all the holes and we would like 10K off.

  

  Business Response

  Date: 02/20/2025

  We apologize for the inconvenience in this matter. The Region Manager contacted *** and Mrs. ***** to discuss their concerns and agreed upon a solution to remove $5,554 from the balance of the work. *** and Mrs. ***** agreed to pay the remaining amount of $9,966 on the account.  The ********************** Manager will be reaching out to schedule the ** of work and make sure any additional concerns are addressed. If the Flyn's have any further concerns, they may contact us at **************.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called ***** inquiring about heat treatment for bed bugs. They would not give us any info about pricing unless we paid $116 inspection fee. The guy they sent to do the inspection was clueless about heat treatment. He looked at 1 bug and could not answer any questions and said the only guy certified to heat treat for them just quit. So they knew up front they had Noone qualified to provide the services we wanted but rather than telling us that they made sure to get $116 from us. I couldn't believe a big company such as ***** would have such tactics. We called to talk with the branch Mgr who had her Mgr call us and he spent our conversation convincing us to do chemical treatment. He assured us he would come back to do a second inspection admitting they should have never sent the first guy. We bought into his stellar salesman skills on the phone and agreed to have the main Mgr come back and then he never showed up Friday as promised to do a more thorough inspection. We waited around from 3:30 pm until 10pm but he never showed and didnt even call. We were scammed out of $116. Plain and simple. They knew the pricing up front but instead of giving an estimated price, or being honest saying they don't have anyone at this branch certified to heat treat, they sent someone with no experience for 5 minutes to make sure they got our $116. ******. Don't fall for the "inspection" tactics.

  

  Business Response

  Date: 03/10/2025

  We apologize for the delay in this matter. The manager contacted Mr. ****** and explained the service and confirmed the quote he was given. The manager also sent the prep sheets for liquid and heat treatments to Mr. ****** and refunded his credit card for $116.99. If Mr. ****** has any further questions, he may contact us at **************.

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The manager who called answered all of our questions and apologized extensively for the poor experience. She handled it in a very professional and courteous way. Other managers should take tips from her on how to correspond with customers when something goes wrong. We appreciate her help.
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORKIN PEST CONTROL TREATED MY HOME FOR FLEA INFESTATION THREE TIMES. I DO NOT REMEMBER THE DATES FOR THE FIRST TWO TIMES. THE THIRD TREATMENT WAS JAN. 28 2025. THEY WERE ALL WITHIN A THIRTY DAY PERIOD. MY PROBLEM IS, I AM STILL BEING BITTEN BY FLEAS.

  

  Business Response

  Date: 02/17/2025

  Hello, we apologize for the inconvenience in this matter.  The Region Manager contacted Mr. ******** to discuss his pest concern and let him know that Orkin will continue assist until his problem is resolved.  A follow up service was rendered on 2/14 to inspect and treat for fleas. If Mr. ********* needs further assistance he may contact us at ***************

  Customer Answer

  Date: 02/17/2025

  ON 2/14/24 ORKIN TREATED MY HOME ONCE AGAIN. ALTHOUGH I STILL HAVE FLEAS, THEY ASSURED ME THAT THEY WILL BE BACK FOR A FOLLOW UP TREATMENT IN TWO WEEKS.

  

  Business Response

  Date: 03/17/2025

  We apologize for the inconvenience in this matter. The Service Manager contacted Mr. ******** to discuss his concerns and treated Mr. ********** home and during the inspection found no signs of activity. They set glue boards out on the previous visit to show Mr. ******** that there is no activity. The branch has also processed a refund for $336.17. If Mr. ******** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to finish the extermination of Roaches and beg bugs at the Fiesta Motel violating habitation laws in the state of IL. Here are some pictures for proof of the infestations and the motel they refuse to finish treating.

  

  Business Response

  Date: 02/11/2025

  We apologize for the inconvenience in this matter. Branch Management is working with the landlord, who has the pest control agreement with ***** and other motel staff to schedule treatment for the Mr. **** unit. The units are scheduled on a rotational service. The local branch will work with the staff on the next scheduled treatment with access and cooperation to properly treat Mr. **** unit accordingly. Branch Management will be onsite with Orkin Pro for this/future treatments for this unit until issues and concerns have been resolved either by Orkin or Fiesta. 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** is charging me for services non-rendered. In December 2024, I contacted them via telephone to let them know that I will not be continuing with their services as they were not performing the job. They stopped billing my credit card at that time, 2 months later I received a bill from them in my mailbox for services for January 2025 and February 2025. They were let go back in December 2024. They also did not come to the home to perform services. Thus, they are billing me again for services not rendered.

  

  Business Response

  Date: 02/06/2025

  We apologize for the delay and inconvenience in this matter. Ms. ********* account was entered to cancel 12/10 when the customer called in at *******. Service had already been completed on 12/10 at 9:04am. The charge for the *********** was removed and the customer was not charged. The account was placed in pending cancel status and fully cancelled 1/1/25 which was the 1st available cancel date in the system. The customer should not have received any kind of bill (unless it was a solicitation to restart services) as they do not have an active account. Nothing has been charged to the customer since Nov 2024.

  Customer Answer

  Date: 02/06/2025

  Please see attached bill that was received on 2/5/2025.  

  

  Business Response

  Date: 02/07/2025

  We apologize for the inconvenience; unfortunately, we do not know why a bill was issued as the account is and has been cancelled as of 1/1/25. We have attached a print screen of the account that verifies that it has been cancelled. Please disregard the bill received. 

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22905786
  
  I am rejecting this response because: I don't owe them money. They must clear off the balance as services were not rendered and they were dismissed in December 2025. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/10/2025

  Ms. ******* does not owe Orkin any money, charges were removed, and the account was cancelled. If Ms. ******* has any further questions, she may contact us at **************.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had HomeTeam Pest Control for years. They would service the outside of my home for rodents and typical Pests. I noticed since they were servicing me, quarterly, that I would see several pests around the outside of my home (Wasps/Wasps nests, spiders, ants in the home and now Wasps inside of the home). I cancelled my Pest control due to the service not working. I tried to get other pest control businesses to come to refill the outside pest box that I learned was installed with Shae Homes. No other Pest Control Providers could refill the outside box for protection of Pests inside of the home. I called HomeTeam Pest control to get them to come back and refill the outside box. They told me since i cancelled two weeks before the year "contract" that I would have to pay a whole year to regain services with them. I informed them I was never told anything about early cancelation and having to pay a years worth of service to restart my pest control. I spoke to ******* today (2/4/25) who told me she could see that ********, the manager, spoke to me July 2024. I told her I spoke to him about having to pay the $500+ to regain my pest control. Again, HomeTeam Pest control never informed me of an "early cancelation". I shouldn't have to pay a full years worth of service since I was never informed of early cancelation.

  

  Business Response

  Date: 02/06/2025

  We apologize for the delay in this matter. Branch Management has spoken to Miss ******* to discuss her concerns about paying the year up front. The manager explained that the only time HomeTeam charges a full year up front is for a person that has gone to back debt. He offered Ms. ******* 4 other options for pest service; Ms. ******* has decided to leave the service as is and would like to continue the quarterly service after that. The manager offered her the service for February 2026 on us for the inconvenience in this matter. He apologized for the miscommunication and if there is anything further Ms. ******* needs, she may contact us at ************.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a contract with Orkin Jamestown 10/29/24, for pest control and ongoing maintenance. The service man ***** was very nice and very communicative. When I signed for the $2386.80 I was never told two things: 1. That there was a monthly fee 2. That they were keeping my credit card on file.I never received a bill until 1/10 and I thought they made an error and didn't record my annual payment. I called and spoke to ****** *******. She was very reassuring, friendly and professional. She treated me with respect and told me she was sure ***** and I could rearrange the plan to suit me rather than to cancel. I told her another issue as ***** came when I told him not to and did half a job....and now that I know the fees I don't want the other half done, could they bill me for what was done only....She said I'd hear from accounting. Never did.(Background info: ***** called to say he'd be coming and I told him NO three times in response to the email. He showed and did downstairs not up (as both my tenants were not home...which was why I said no.) That was when I was billed for the only time and called ****** as stated above.)***** did call me and we were going to rearrange services altogether and frequency. He wasn't sure what he could do about not doing the upstairs he never completed and wanted to just come and do it.....I said no and he said he'd have someone call ******* me she DID! I have been in business 24 years and have never, ever been treated so rudely, crudely and disrespectfully. She yelled, demeaned and hung up on me....I never got to resolve a thing. So I called ********* to tell them it wasn't resolved from the Jan 13 and to make sure that initial contact was a cancellation as I had intended. I WISH I KNEW YOUR EMPLOYEES NAME..She knew ******...so maybe she can say.I'm out of room for more detail. I feel I'm owed the downpayment as I was truly deceived. I'm willing to pay for 1 1/2 visits I knowingly had.

  

  Business Response

  Date: 02/24/2025

  We apologize for the inconvenience in this matter. The inspector informed Ms. ****** of the cost and recurring service for her four properties and the work that was completed. The manager informed Ms. ****** that she has been released from the obligation of the annual recurring service. Ms. ****** submitted a credit card chargeback against ***** for the last billable service charge in the amount of $421.20, which ***** agreed to. Based on the chargeback Ms. ****** has received a refund for the last billable service which is what the ***** guarantee states. Again, we apologize for the inconvenience and confusion in this matter. If Ms. ****** has any further questions, she may contact us at ************.
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22898145
  
  I am rejecting this response because the following corrections need made.

  This letter does NOT address ANYTING I wrote about.  The $421.20 refund was for SERVICES NOT RECEIVED.  I told them THREE TIMES to NOT COME.  ***** did not get the message and came.  He could do a very minimal amount...only inspection, as far as I know.  He was not allowed in the rest of the building in my absence.  

  I do not have four properties.  I have ONE.  They were checking four AREAS on ONE property.

  Your response is VERY misleading as to the facts.  The inspector informed me of recurring service PERIOD.  I was NOT AT ALL told of any more costs whatsoever.  The inspector CLEARLY understood that I thought the $2386.80 that I paid was for the entire contract.  I was NOT SHOWN OR EXPLAIN a single thing in regard to any additional costs.  My signature was for what I thought was agreement for the ANNUAL ONE TIME fee of $2386.80.   As a matter of fact he wanted to put in 3 fly zappers and I put in one and then asked him how it effected the $2386.80.  Not only was I not shown, I DO NOT have the income to support additional fees so I would NOT have signed up for any additional fees.  I 100% was NOT told anything beyond the onetime payment.

  ALSO  I was NEVER told my card would remain on file. I offered to pay by check and was simply told they only take cards.  I assumed for the safety of the workers, as many companies don't want workers carrying cash and checks to put them at jeopardy for being robbed, so I never questioned it.

  I have NO IDEA what the $2386.80 is even for, if not for an annual service.  What could they possibly have done to warrant this amount.  At this point I need a price breakdown for that amount and will most likely go to small claims if I do not receive a decent portion of a refund.  I literally had ONE visit besides the unscheduled show up.

   

   

  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/04/2025

  We apologize for the delay. The manager contacted Ms. ****** to discuss her concerns and will be refunding $1,000 of her initial start charge.  The Service Manager will also be performing an additional courtesy inspection to evaluate the service and the monthly service charge. Once completed, Ms. ****** can decide if she would like to continue under the new service charges. If she does not, the placed fly lights will be removed, and we will terminate her service immediately as per her requested. We are hopeful Ms. ****** will give us another chance to prove our commitment to providing exceptional pest control services. In the meantime, if Ms. ****** has any further questions, she may contact us at ************.

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The owner was very patient taking time to go over everything with me.  With his experience and expertise I agreed to have Orkin come reevaluate, as I trust this man.  

  I could not have asked for more.  I VERY satisfied to actually have someone look at the situation and help me reevaluate as my goal was always to try to work it out and 

  continue on as a customer, and *****, the owner, made it possible.    THANK YOU.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** has been our pest control company for over a year and we never had an issue . Just recently Orkin sent a new technician out to our home for pest control but the technician didnt provide any services at our home and falsely claimed he was at our home for 2 hrs!!! - it was seen on our camera of our property and now the company is trying to charge us for services they never provided and all the managers Ive left a message to call me back - dont call me back - now a week later ***** is trying to send me to collections Ive spoken to ******** ( a covering employee) at the office who has been placating me for a week and hasnt help resolve my concerns at all. **** the manager was supposed to call me weeks ago and doesnt return calls

  

  Business Response

  Date: 03/03/2025

  We apologize for the experience the Marton's had with Orkin as this is not up to our level of service, we strive for exceptional customer service, and it looks like we fell short. The Marton's do not have a balance on the account and will not go into collections. The account has also been canceled. In the future if they ever have a need, we are hopeful they will give us another chance to prove our commitment to providing exceptional pest control services. Please contact us ************.