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.

  1355 Bells Ferry Rd Marietta, GA 30066-6011

  
• 

  Rollins, Inc.

  179 E Burr Blvd Ste G Kearneysville, WV 25430-4964

• 

  Orkin Pest Control

  10101 W Innovation Dr Ste 500 Milwaukee, WI 53226-4832

  
• 

  Orkin

  6232 Huntley Rd Columbus, OH 43229-1006

  

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:01/31/2025

  Type:Order 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.

  On January 8, ************************************************************************* the course of this inspection, he went up into my attic. He then came down and said he saw at least 6 mice "running around." He then had me sign a contract for $2975 to get rid of the mice. A copy is attached here.The Orkin tech set six mouse traps in the attic. After reading the contract and talking to others, I cancelled it the same day. Note that the contract is a badly written contract that says nothing about mice. It's a termite control contract. When I complained about this to Orkin, they said they didn't have any other forms. Thus, I cancelled the same day and decided to get a second opinion.I had Green Pest Control Services come out and inspect the attic. They found no mice visible and no mice in the traps that Orkin had set a week earlier. Green set their own sticky traps and baited them with peanut butter. They came out 2 weeks later, no mice caught, no mice visible. I've also had my handyman inspect the attic, and he saw no sign of mice, either visible or otherwise.I think that the Orkin technician was trying to scare an elderly lady (me) about mice and conning me into signing a lucrative contract with *****. I'm glad I cancelled, and I have now "fired" Orkin from their termite control work and moved to another company. I have now read online similar reviews of Orkin, where they try to scare customers about non-existent mice.The $130 I entered into "money paid the business" is the quarterly Orkin fee for Sentricon termite control, which I have now cancelled.

  

  Business Response

  Date: 02/28/2025

  We apologize for the inconvenience and confusion in this matter. We would like to thank Ms. ********** for making us aware of this matter. The Division and ************* are reviewing the contract and service with the local branch. At this time, the branch has charged back the $130.24 to her credit card on 1/16/24 and cancelled the account per her request.  ***************** has any further concerns; she may contact us at ************. 

  Customer Answer

  Date: 02/28/2025

   
  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:01/29/2025

  Type:Billing 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 had a mosquito and regular service with Orkin. I was late with one payment in October. In that bill statement was an additional invoice for service paid for the entire year at a discount rate. I sent an additional check to them for $777.60 for account number ******** on 11-14-2024 as well as $90.00 check for account number. It turned out that I had paid the $777.60 on 06-01-2024 by phone. I called the in on the 18th of November asking for my check ripped and sent back to me. They said they would do that and I am still waiting. I had made several phone call. I was told December 30. Well I am still waiting.I told now it was mailed on the 2nd of January and it will take 2-3 week. That to me this is unacceptable business practice. The second check should of been certified or overnight. I have cancelled my service with them completely.

  

  Business Response

  Date: 02/03/2025

  We apologize for the inconvenience in this matter. The local office researched the account realized the double payment in November. The branch office has updated Ms. ********** account and refunded her for the payments. Again, we apologize for the delay and inconvenience in this matter. If Ms. ******** has any further questions, she may contact us at ************. 

  Customer Answer

  Date: 02/04/2025

   
  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:01/29/2025

  Type:Product 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.

  On October 10, 2024, a service tech came to my home to render pest control service. I informed him, that I no longer wished to be serviced by Orkin. I further explained to the rude serviceman, that their rodent bait boxes were not being refilled with poison on their last several visits. Explaining, that on their last failure in September of 2024 to fill the bait the boxes, my wife called to advise of the failure, and request a re-visit to have the service performed. However, no one came or called to acknowledge the request. The serviceman complied to the no service request, but said, spitefully, that I would still be billed, since I did hot give a 30 day notice to cancel the service. I advised him, that I never saw, nor signed a contract with *****, and since service was not rendered, I would not be responsible for payment. The same day I sent an email to the company, advising of the incident, still no response. On November 16, 2024, I contacted the office manager (***** *****), who advised that he was the new manager, the serviceman was no longer working there, and he would correct the charge. I contacted the company again on December 9, 2024, by email, after receiving a late notice for the charges, and again no response. On January 7, 2025 I called ******** **************** after receiving a notice of the account being sent to collections, after speaking to the representative (Sauny), she advise me that she saw the correspondences that I had sent by email, and agreed to contact the local manager and call me back. (She did not). I am still receiving past due invoices and notices from the companies.I am requesting your assistance to have the account cleared and a refund for 3 months partial services charges. Thank you.Account Number ********/ ****** ********* / ********************************************. *************************************** / ************

  

  Business Response

  Date: 02/03/2025

  We apologize for the delay in this matter and for the experience that Ms. ********* has received. The *** has contacted Ms. ********* to resolve her concerns and recalled the $89.99 bad debt and removed the amount owed. If Ms. ********* has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:01/28/2025

  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.

  Nov.'24 A tech arrived at my residence without any prior notice/communication. I wasn't home. He treated the exterior. A bill of $84.99 came. I called. A pro-rated amount of $42.50 was settled upon and paid.Going further, I specified that prior notice (text ,cell, email) must be given before any more service calls.Dec '24 Tech arrived without any prior notice/communication, as such no service was rendered.Jan.'25 Tech arrived. No prior notice/communication. I wasn't home. Rendered exterior service .Home security displayed as such. Service bill arrived. $101. I specifically said no more service calls without prior communication. Not to mention the price increase of $84.99 to $101 without any notice.I attempted twice to call and find resolution to no avail. Which is to pay for services rendered And on an end note...the customer service is abhorrent.

  

  Business Response

  Date: 02/27/2025

  We apologize for the inconvenience in this matter. The local branch has tried contacting Ms. ****** to resolve her concerns.  The local branch has cancelled her account, per her request but would like to resolve any further concerns. Again, we apologize for any confusion in this matter and if Ms. ****** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22869778
  
  I am rejecting this response because: I am still receiving bills for exterior and interior services on Jan 16. Only exterior was rendered. 

  A payment  for exterior services rendered was mailed on 2/27.

  No further communication.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/06/2025

  We would like to thank Ms. ****** for the additional information.  Once Orkin receives the payment that was mailed on 2/27 it will be applied to the account and no further billing will be sent. In the meantime, if Ms. ****** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 03/06/2025

   
  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:01/28/2025

  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.

  Subject: Formal Complaint Regarding Negligence in Government Contracting Dear Orkin Customer Relations Team,I am writing to formally express my dissatisfaction with the unprofessional handling of my recent engagement with your company, which resulted in significant consequences for my business.I sought ****** services as part of a government contracting opportunity. However, the process was mismanaged due to the actions of your employees, particularly ****** L. ****** (Employee ID ********. Mr. ****** assured me that the necessary documents would be returned promptly and that the regional manager would follow up with me. Unfortunately, neither Mr. ****** nor the regional manager fulfilled these commitments, nor did I receive any correspondence or emails from either party regarding the matter.Because of this lack of professionalism and failure to act in a timely manner, I missed out on securing a critical government contract. This has caused financial and reputational harm to my business, for which I hold ***** accountable. I've made complaints prior to Mr. ****** **** of communication last with the complaint dept.I expect a full explanation regarding the mishandling of this matter and assurance that corrective actions will be taken to ensure other customers do not face similar experiences. I trust that your company values its reputation and will treat this matter with the urgency and seriousness it deserves. This incident occurred Jan 24 & Jan 27

  

  Business Response

  Date: 02/24/2025

  We apologize for the delay and experience Mr. ******* has received in this matter.  The local branch sent the proposals to Mr. ******* on 1/24/25 and the Region Service Manager responded to the additional information requested on 1/29/25. Again, we apologize for the inconvenience in this matter and if Mr. ******* has any further questions; he may contact us at **************.

• Initial Complaint

  Date:01/27/2025

  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'm receiving service from this company since I purchased my home in 2020. approximately a year ago I began experiencing what I was assuming it was Termites on my MB bathroom. I contacted Home Team Pest Defense (HTPD) and did a service order the Tech came over and stated that there was no termites but ants, as the Subject Matter Expert (SME) for the company his assesment was taken as face value. Several months later the issue reoccured prompting another call to HTPD. The Tech came over and did his report to the company and informed me that a SME on this matter was going to be send to do an assesment that never happen. Was not until the Tech performing his quarterly check was inform that the company still haven't send someone to check the problem and he took pics of the droppings I had saved and it was stated thatt in fact this was "DRYWOOD Termites" Finally after a year it was accepted that there was an infestation. But it came with a statement that the company does not cover Drywood Termites but, as I stated to them their negligence on follow through with their assessments, failure to inform me adecuately about the limitations of the protection and most important failure to correctly identify the termite problem during multiple inspection aggravated the problem creating an additional cost on my part in order to deal with this problem. Reports from two different companies are available (******** and ORKIN) in addition to pics of droppings /damage and corrective action taken to stop the possibility of damage to the house. contracts and documentation from Home Team. Attached some of the reports received from the Company, Home Team shall have records of each visit with the respective report of findings. Phone calls to and from my number to their office are been gathered to provide to you as needed. Will like to solve this issue without having to escalate it in order to get reimbursed for the money I pay to correct the company failure to identify the problem.

  

  Business Response

  Date: 02/16/2025

  We apologize for the inconvenience in this matter. The HomeTeam Regional Vice President contacted Mr. ******* to discuss his Drywood Termite concern and explained that Drywood Wood Termites were not covered under Mr. ********* agreements. The manager offered a refund of $3,100.00 and gave Mr. ******* this in writing. The manager followed up with Mr. ******* on the offer and he stated that he was not in ******* and would review it when he got back.  In the meantime, if Mr. ******* needs anything further; he may contact us at ************.
  .

  Customer Answer

  Date: 02/17/2025

  I did received the letter from the company where as far as I know  they are refunding me for not identifying the problem correctly on time and for not informing me that their company do not cover for the service.  Causing the issue to worsen and costing me additional funds on corrective actions now and possible future. The document as requested was return to the company  sign as per attachment. Now I am waiting for them to  *(1) send with the refund and *(2) for them to come over and dig out their property out of my yard. As soon as they complete *(1&2) above this shall be enough evidence for them to  have as record of their part of the agreement been completed. deposit of the check will prove acceptance of the refund and they are welcome to take pics of the removal of their equipment from my property. No additional communication is wanted or needed after completion of the above.

  

  Business Response

  Date: 03/13/2025

  HomeTeam has refunded all of Mr. ********* money, canceled the account and Mr. ******** has signed the release form. Again, we apologize for the inconvenience in this matter and if Mr. ******** needs anything further; he may contact us at ************.
  

• Initial Complaint

  Date:01/23/2025

  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.

  Attached is a Word document that describes the events/timeframes of dealing with Orking. As of a day or so ago, they have gone "radio/email/text" silenced and not responding to my plea for help in resolving the problem described in the word document and supported in part by the text/email messages.Nowhere in their documentation states 1 month service. When we met with ***** representatives in November 2024, the discussion, before my wife signed her name on the Orkin tablet was for 3 months service AND also in the same conversation, we were told that if it went beyond the 3 months, we would be given a discounted monthly fee of $300 until such time as the problem existed.

  

  Business Response

  Date: 02/26/2025

  We apologize for the experience Mr. ****** has received; we strive for excellent customer service. The local ********************** has emailed Mr. ****** is Wildlife/Exclusion Agreement per his request and rendered services on 12/9, 12/18, and 1/8 to resolve his pest concerns.  ************* has any further concerns, he may contact us at **************, we are here to assist.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22848736
  
  I am rejecting this response because: Orkin/Rollins FAILED to complete the work and FAILED to provide me a refund based on their customer guarantees.

  I am 78 years old and do not like to be taken advantage of.

  What I wrote in my complaint still applies -- Orkin identified the work and they indicated they verbally stated the contract would be for 3 months. We did not receive any copy of the *************** Wildlife Agreement even though we asked for it on several occasions. In addition, when we did receive on (after they pulled out the traps) and I called for a copy it was then that the small print reflected "This *************** Wildlife Agreement is guaranteed for 90 days only" when I called to ask exactly what does that mean given the fact that I did not receive any response.  As stated in my original complaint -- after the traps were pulled and before I received any paperwork, I questioned what happens with the remaining 60 days.  I never received any kind of response.

  In hindsight, I should have been suspicious of a company that DOES NOT provide a warranty much less a Customer Satisfaction with a refund if you are not happy with their work -- the way that most companies do.

  Given that Orkin/Rollins did not provide the service we anticipated, nor did they provide me a partial refund of the original amount, I will be forced to take my complaint to the ********************************* and at the same time, proceed to file the matter with the *********************** Also, when I file, I will indicate that ***** does not provide its license to do business in ** or elsewhere on its contracts.

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

  

  Business Response

  Date: 03/04/2025

  We apologize for the delay, the manager contacted Mr. ****** to discuss his service and contract. We apologize for any confusion on our part and Mr. ****** agreed to a partial refund of $920.53.  ************* has any further questions, he may contact us at **************, we are happy to assist with his pest issues.

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory and can be closed upon my receipt of the refund....see the attached document.
  
  Sincerely,
  
  **** ******

   

  PS Thank you for your awesome support in this matter

• Initial Complaint

  Date:01/16/2025

  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 been a customer of ***** for about 5 years or so. They are good about routine visits but they do not solve problems. Rodents increased when technician, ******, started coming inside. ****** questioned my sightings and had to speak with my husband as if I were lying. I asked for a full inspection of the house. They dispatched and completed a report. I could never get a copy of the report. Also, I asked them in early December to cancel service and not come out. They came anyway. I asked them in January not to come out. Spoke with ******. They again came anyway. I am asking for a refund/credit for December and January.I made an attempt to reach *****'s corporate offices. The telephone numbers on the website are ************ and ************. I called both numbers and reached- ******. Ms. ****** gave me a number to call of ************. I called it. She-****** answered that one! It felt like a scam. I have been paying $126 monthly, unfortunately with no resolution.

  

  Business Response

  Date: 02/11/2025

  We apologize for the delay in this matter. The manager tried contacting Ms. ****** to discuss her concerns leaving a voice message letting her know that a refund of $507.96 (full year payments) was processed on 1/23/25, and was mailed out via certified mail 2/3/2025 and confirming she would email and send by mail the inspection report. We apologize for inconvenience in this matter and if Ms. ****** has any further concerns she may contact us at **************.

• Initial Complaint

  Date:01/14/2025

  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.

  Location: ******, ** I hired this company for pest control and the employees got on my roof and caused damage and I have leaking inside my home. I&#**;ve called to speak to the manager to make this right and I just keep being given the run around. I need my roof fixed as soon as possible because there is mold growing.

  

  Business Response

  Date: 02/14/2025

  We apologize for the inconvenience in this matter.  The Branch Manager is working with Mr. ****** to resolve the roofing issue.  The adjuster is contacting Mr. ****** to setup a time to inspect the home and next steps. We apologize for the delay but will continue to work with Mr. ****** to address his concerns. In the meantime, he may contact us at ************.

• Initial Complaint

  Date:01/14/2025

  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 entered into an agreement for bat mitigation of our attic 6/28/24. On 7/24/24 they arrived. But, only did a partial job. The insulation was only partially removed, no sanitizing, and the bats have returned. No barriers were installed. Ive tried on many occasions to fix the problem. When ***** ******* came back he declared the job completed and that we should take a shop vac to it. This is very hazardous for us to do by ourselves. Now Rollins is trying to hold me to the full amount even though the job was never completed. Many calls to Orkin have gone unanswered. ***** came to the house last week. Its been 5 days and he still has not gotten back me. I have pictures

  

  Business Response

  Date: 01/21/2025

  We apologize for the inconvenience in this matter, the Region Manager contacted Mr. ***** to discuss his service and let him know we are here to take care of him and his issues. The manager told Mr. ***** we would be more than happy to take photos of the work and show what we have done. He said part of it is under a floor and he was concerned we were only there for an hour. According to the service report. he explained to Mr. ***** that was not a correct picture of the time spent as we were there for 2 days in a row. He stated that they found bat droppings in the attic again. It was inspected and they were scattered like they were dropped from a section of the roof that was repaired around a chimney and not piled like roosting bats would normally create. The manager told Mr. ***** that is covered by us to come figure it out and told him we could clean them up with a heap vac, sanitize the attic, and then watch for future activity. The manager asked Mr. ***** to let him know when he's available and we would make it work. Again, we apologize for the inconvenience, and we will continue to resolve Mr. ***** pest issues.
  

  Customer Answer

  Date: 01/21/2025

  I tried sending you detailed notes, but your system wouldn't accept it.. I guess that I need to change to file format.  In the meantime, ******* ***** has suggested that we hold everything in abeyance until my wife and I have a chance to return to the house in April or May.  That meeting should include **** ****** who has been working on my house and was there when the Orkin people were there.  

  

  Business Response

  Date: 02/13/2025

  The Region Manager contacted Mr. ***** to resolve his concerns. The manager told Mr. ***** that we would be more than happy to take photos of the work and show what we have done. He said part of it is under a floor and he was concerned we were only there for an hour. According to the service report he explained to Mr. Yates that was not a correct picture of the time spent as we were there for 2 days in a row. He stated that they found bat droppings in the attic again. It was inspected and they were scattered like they were dropped from a section of the roof that was repaired around a chimney and not piled like roosting bats would normally create. The manager told him that is covered by us to come figure it out. The ***** team would also clean them up with a heap vac and sanitize the attic, then watch for future activity. The manager asked to let him know when he's available and we would make it work. Again, we apologize for any inconvenience in this matter and if Mr. ***** has any further concerns he may contact us at ************.
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22808285
  
  I am rejecting this response because:

  I am not comfortable with them entering my house when I am not there. We agreed to meet when we return from overseas. That will be later in March or April. We have photos to share when we meet. Their claim of adding new insulation to just a portion of the under floor is simply untrue. I have a witness to testify about the actual time. Some of the droppings were never cleaned up from the initial visit. ***** simply stated that we should shop vac it ourselves. They only removed about 1/3 of the old insulation. My own contractor finished the clean up and replaced the floor boards because Orkin ignored our requests to come back and finish the job. I will consider making a payment for the work that they actually did with no further commitments and a dismissal of the previous agreement 
  
  Sincerely,
  
  ******* *****