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:01/13/2025

  Type:Order 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.

  Started service with ***** on Dec 27 for rodent/critter activity in attic and bugs coming in from outside. When I signed up for services I remember being told that I could cancel at any time. It has been over 2 weeks and I still hear activity in attic and nothing was caught. Called ***** today to cancel services, was told that I can't for a year. I don't see why I would be paying for services if there is no results.

  

  Business Response

  Date: 01/20/2025

  We apologize for the inconvenience in this matter. The local branch contacted Timur Kipbayev to discuss their concerns and scheduled additional services to resolve their pest issues.  If there are any further concerns the ********'s may contact us at **************.

• Initial Complaint

  Date:01/09/2025

  Type:Order 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 31 October 2024, Orkin performed a home exclusion job on my house. I had been quoted a price of $3600, and Orkin told me that the cost was this high because it would be an all-day job requiring at least two people. The emphasis was that the cost was due to the labor time needed to complete the job. I signed the contract with a 90 days same as cash agreement. On 31 October, two contractors arrived but only spent about two hours working in total. They informed me that the job was not that big and that more work was needed along the roofline that they couldn't complete and I would need to hire someone else to complete the work. I asked them to discuss this with Orkin so I could be given a more appropriate price for the work.I did not hear back from Orkin and so reached out in December to request a lower cost. Orkin told me that the contractors were incorrect and they could finish the roofline work, but after three phone calls over the past month, nothing has materialized and my bill is about to become due.I reached out to Orkin via email asking that they either provide a status update on completing the roofline work or provide an itemized invoice detailing the hourly cost of the contract work + materials so I can see how the cost was broken down.I would like to either have the needed exclusion work completed in full or receive a lower price that incorporates only the work that was done.

  

  Business Response

  Date: 02/05/2025

  We apologize for the inconvenience in this matter. The local branch contacted you to discuss the exclusion service and to schedule the remaining work that needed to be completed. Per, Ms. ********** request the service is scheduled for Feb. 24th. We will continue to resolve Ms. ********** pest issues and in the meantime, she may contact us at **************, for any further concerns. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22791936
  
  I am rejecting this response because: The appointment for 24 February was for routine pest management, not the exclusion service in question. No one has contacted me to schedule the remaining work to be completed. Orkin has also not provided the requested photographs the contractors took from October and has not provided a report of the work that was actually completed (with itemized invoice) in October. Orkin has a detailed description of the work to be done and I signed the contract based on an understanding that they would complete this work. They need to describe the work they actually completed and the cost of this completed work.

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

  

  Business Response

  Date: 02/13/2025

  The local branch contacted Ms. ******** in attempt to close the dispute regarding the structural damage now that Orkin cannot do the repair. Ms. ******** would like her loan amount to be adjusted. Ms. ******** is also requesting to have a description of all work done along with pictures. We apologize for the inconvenience in this matter and Orkin will Management is working with Ms. ******** to resolve her concerns. In the meantime, if Ms. ******** has any additional concerns, she may contact us at ************.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22791936
  
  I am rejecting this response because: I have not received recent communication from Orkin to resolve this dispute. The last email I received was from the branch manager on 27 January and he explained that Orkin could not complete the roofline work but did not offer any resolution/address my outstanding questions. I then followed up with Rollins who then reached out to the regional office, but this office has not contacted me. 

  In response to the most recent communication to BBB, on 13 February I called the number provided and was connected to the Orkin branch receptionist who took a message for the branch manager, but I have not received further follow up.

  If there are additional messages I haven't received, please forward them to me via email.

  Orkin has still not provided the requested photographs the contractors took from October and has not provided a report of the work that was actually completed (with itemized invoice) in October.

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

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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 is double billing me for pest control. On my online account I showed a ZERO balance and paid ***** per month for "mosquito/routine" services. They then double billed and stated I owed a 179$ balance for separate Pest control services on a paper bill with a different account number on it that I had NO online access to. They stated the the monthly bill did not cover my routine pest control services and that it was a separate program they started billing for based on a text message I was sent that I had to opt out of. I have knowledge of. I think it is classic "bait and switch" tactics to sign someone up for pest control services (billing them on paper and not having them see that bill show up on their online account). The online account shows paid up to date for "mosquito/routine" services.

  

  Business Response

  Date: 01/10/2025

  We apologize for the inconvenience and confusion on our part in this matter. The manager contacted Ms. ******* to discuss her concerns, and the rodent repel services.  The manager will be refunding the two charges and cutting the service back to her account.  Again, we apologize for the inconvenience and if Ms. ******* has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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.

  This is an ongoing problem that started about a year ago (October, 2023). I noticed termites in some planters right outside of my house while tearing them out. I immediately called to have my house inspected, set up an appointment. The day of the appointment, no one showed up or reached out. Radio silence. Tried again a few times, never showed for any appointments. Until a week ago. Someone finally showed up. Said we had termites, talked about payment options (including payment plans). We never settled on a payment method, but the inspector said hed call later that day to set up a treatment date. He didnt give me a contract or anything, but he had me sign his iPad (bad idea on my part) to consent to treat. Never heard back. Next day, my credit report notified me that the parent company had run a hard check on my credit AND my husbands (who had not even been present and signed nothing). The inspector never once mentioned checking our credit. I called Orkin right away. They said a manager would get back to me. Its been a week and nothing. Im not holding my breath, and now I have to find someone else to treat our house (if we even HAVE termites; the guy only checked my bedroom and that took maybe twenty seconds, and his only evidence was some ripples in a wall above my bedroom doorway).

  

  Business Response

  Date: 01/21/2025

  We apologize for the delay and miscommunication on our part in this matter. The ************* has tried contacting Mr. ******* to discuss his concerns but have not received a return response.  Orkin has requested Equifax to remove the credit check on Mr. ******* and sent him a certified letter.  If Mr. ******* has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:01/05/2025

  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.

  We contacted the company regarding an outdoor pest issue. There was an opossum that was coming up to us on the porch. They came out and sold us a service that didnt address the issue and never came back or followed up with us. I reached out to express my concern and asked to speak to a manager and the women who answered the phone told me he wasnt available and the service was already rendered so there is nothing they can do for me and hung up. Not only is it disgusting that we were swindled by the company but they didnt even come back for their equipment. The contract says regular monitoring of the problem and weve never heard from them again. This kind of behavior is not A+ rating material. But perhaps profits over people is everyones service motto.

  

  Business Response

  Date: 01/23/2025

  We apologize for the delay and inconvenience in this matter. The Region Manager contacted the ****** to discuss their concerns about the exclusion and attic cap that was performed on Nov. 11h, 2024. Orkin had scheduled and performed follow up trap checks on November 13th and 15th. Originally, the ****** stated they had just seen the opossum outside however there were entry points, and we told them that there was evidence of trails in the attic and could have been from the past.  We did confirm that the technician did remove the live trap the last time it was checked. The manager let the ****** know that they are a customer of Orkin, and we guarantee our work and if there is any issue at all we will come running to correct it.

  If the ****** have any further concerns, we are happy to assist, and they may contact us at ************.

  Customer Answer

  Date: 01/23/2025

   
  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:01/05/2025

  Type:Product 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 10/01/2024 I was charged $310.68 for pest control. I was initially told I would get a full inspection, a treatment plan and ongoing service. During the first appointment, the person that came out just sprayed the perimeter inside the house and he went outside and sprayed around the house. That was it, no inspection, no treatment plan. I tried calling the company but there was no answer. I left a low ****** review with my concern and the company responded and asked me to call them to discuss it. The first time I called there was no answer, again. The second time I called a lady answered and asked me to hold, but she hung up. At one point I locked the credit card they were charging. The card is now unlocked and they have charged another $103.92. They didn't provide the full service they said they would and they are still charging me and haven't been back out. $414.60 is a lot of money for only two treatments. They need to refund my money.

  

  Business Response

  Date: 01/27/2025

  The local branch contacted Ms. ******* to discuss her concerns, and we apologize for not providing the inspection of the home on the initial treatment that was told to Ms. ******** at the initial sale. The manager has refunded her credit card for the **************** Again, we apologize for the lack of communication on our part and if Ms. ******** has any further concerns; she may contact us at **************.

  Customer Answer

  Date: 01/27/2025

   
  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:01/03/2025

  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 contracted with ***** to provide advanced permanent pest control for squirrels that were accessing my attic space. They invoiced me on their invoice ********* on May 6, 2024 for $2,450.00. Their commitment was to seal off the locations that they determined the squirrel(s) was entering. Representatives came out two or three times, did some temporary pest control (steel wool, one way access door, etc) but never returned to do permanent closure. The problem returned this fall and even though they offer "a guarantee" they never returned my phone calls or emails. I ended up making permanent closure of three suspect locations myself.

  

  Business Response

  Date: 01/27/2025

  We apologize for the delay in this matter. The local branch went to Mr. ******* home on 1/21 and went over the service they provided in May.  We apologize for the experience and lack of communication on our part in this matter, Orkin strives for excellent customer, and we fell short. The ********************** Manager agreed to a refund and let Mr. ***** know if there is anything we can do please let us know. He may contact us at **************.

  Customer Answer

  Date: 01/28/2025

  I did meet with the Branch Manager last week, but I have yet to receive my refund.  I would like to keep this matter open until I receive my money back.  I will let you know as soon as that happens.  Thank you for your assistance in this matter.  It has been very helpful in getting their attention.

  

  Business Response

  Date: 02/24/2025

  The Region staff contacted Mr. ***** to follow up on the refund check. They informed Mr. ***** that the check would be mailed on 1/30. The Region staff also followed up with Mr. ***** to ensure that did receive the check. We apologize for the delay and length of the refund process.  ************ has any further questions, he may contact us at **************.

  Customer Answer

  Date: 02/24/2025

   
  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:01/02/2025

  Type:Customer Service 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 am disputing an invoice charge of $62 from Orkin for a pest control service that was not performed as claimed. The invoice states that the technician provided pest control services on November 21st 2024. Below is the technician's statement from their report:"Good morning Blessing, this is ***** with Orkin. Today, I came by to do your service for the month. Treated the exterior perimeter due to nobody answering the phone or door. Treated the exterior perimeter by placing granular bait throughout the front and back of the home, including the sides. If you have any further questions, feel free to contact *****. Have a great rest of your day. Thank you for your business."However, my home surveillance footage contradicts this claim. The footage shows the technician arriving at 8:16 a.m., briefly attempting to access the backyard, and leaving the premises at 8:20 a.m. WITHOUT performing any of the described treatment. There is NO evidence, visual or otherwise, of any granular bait being placed as stated.I have attempted to resolve this issue by contacting *****'s customer service and the pest ********************** officer (PCO) multiple times, but I have not received any response. I also have video evidence available to support my claim and request a resolution.

  

  Business Response

  Date: 01/27/2025

  We apologize for the delay and inconvenience in this matter.  Ms. ****** was refunded $92.00 for the **************** and all charges were removed from the account on 12/24/24.  The refund was credited back to Ms. ******** credit card.  The account was also cancelled. Again, we apologize for the inconvenience in this matter and if Ms. ****** needs anything further, she may contact us at **************.

  Customer Answer

  Date: 01/27/2025

   
  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:12/30/2024

  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.

  11/27/2024 I hired Orkin to remove wildlife from my property. Orkin came out and inspected the property and advised the charge would be $6286, but took $1K off and requested that I pay $2643.00 in advance, which I paid. They removed old insulation and put in their insulation, guaranteed to repel pests. After completion, they asked for the remainder of the bill. I advised that I would not pay the remainder until the pest was removed. Two days after, they returned and saw that the wildlife had crawled through the new insulation. Over the course of two weeks, I continued to hear the pest and continued to call Orkin. They came out and set up bait stations, which did not work. They said that they would put up trail cameras to ensure the wildlife they needed to bait, but never did. They said that they would set up outside traps, which they never did. I now have two large holes cut into my upstairs that I will have to pay someone to fix. I fired Orkin 12/19/24 and requested a full refund. I still have the wildlife in my residence and have had to contact a new specialist.

  

  Business Response

  Date: 01/13/2025

  We apologize for the experience Ms. **** has received, the manager contacted Ms. **** to discuss her concerns. He also met with her, to create a plan to continue to work on a solution to the wildlife activity. However, the manager was unable to follow up due to an emergency situation, Ms. **** concerns were escalated to the region, but understandably Ms. **** no longer desired to have Orkin try to solve the issue and was simply asking for a refund. The manager issued the refund on 1/6/24. Please allow two weeks for mail delivery. Again, we apologize for the inconvenience in this matter and if Ms. **** every has a need, we are hopeful you will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

• Initial Complaint

  Date:12/27/2024

  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 purchased ***** **************** we had been serviced February 2024. They are to come out every 6 months. We called as they have not come out when they should have in July 2024. We paid them in full and since then they have said they would come out first week of October and we had been rescheduled by a text message. Then rescheduled to end of October and they no showed after we waited for the allotted time they specified. Rescheduled mid November and we waited the allotted time and they no showed. Rescheduled for early December with confirmation on line and I called and they stated they rescheduled for a Monday in which we did not reschedule. They no showed at that visit. Then we called spoke with some one and they said they would come on December 27, we have waited during the allotted time and again a no show. I reached out ***** *********** and I was told he was not the manager, on line it states he is the manager over ********. He stated I would receive a phone call to resolve the issue. We paid in full with a contract of them checking the the termite traps every 6 months, in which they are in breach of. We called the office to schedule, we had been told we have no one who comes out to ***********, however they have came out to spray our home, implant the termite devices, and came out for a bee issue so again a false claim. We have been told ****** and ***** was to come out at multiple schedule visits.Again Orkin is in breach of their contract in which we have paid in full. I want them to continue to contract as we have agreed upon.

  

  Business Response

  Date: 01/09/2025

  We apologize for the confusion on our part in this matter. The Region Service Manager contacted Mr. ******* and clarified the termite baiting program, frequency of reinspection's and bait checks. An inspection was rendered on 12/27, and Mr. ******* is currently working with an inspector on additional services. We apologize for any miscommunication on our part in this matter and if Mr. ******* has any further concerns, he may contact us at **************.