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: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 **************.

• Initial Complaint

  Date:12/27/2024

  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.

  Last year I had a fly problem. I order extermination. I had service for approximately 4 months and then asked for them to cancel my service. They come again and I pay it. Telling them they need to cancel it again. They come a second time and I pay it again. Telling them for the second time that I do not want there services again. They then come a third time and I didn't make the payment until I got a collection call. Where I wanted an email saying they wouldnt come again. I then paid it for a third time. Tell them that I do not want to deal with this company again. Orkin then puts the same amount of money that I just paid into collections. Where there is collection companies calling me for the payment I already made.

  

  Business Response

  Date: 01/27/2025

  We apologize for the inconvenience in this matter.  The Region Service Manager tried contacting Mr. ******* with no return response. The manager emailed Mr. ******* the following information.

  Mr. *******, I am reaching out regarding your experience with my Mt. ******* branch here in *********  I was able to review your account regarding the service charges and cancellation concerns you have expressed.  As per the voicemail I left this morning, I would appreciate the opportunity to resolve your issues, please let me know which medium works best for you regarding communication going forward.
  
  After my initial review, it appears we may have had some internal communication issues that created this inconvenience for you back in April.  I have directed my location manager to recall the balance that was reported as delinquent and will follow up with you once that is completed so that you will have that for your records.
  
  I will be unavailable from approximately 945am until 1230pm today by phone, however, will have limited access later this morning to email.
  
  Thank you,

  M ************
  ***************************
  **********************
  Ste 146
  **********************

• Initial Complaint

  Date:12/26/2024

  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.

  Around Sept 2021, i received an inspection and based on that inspection i contracted to do the dry zone treatment at a cost of $8857.00. The service address was ***************************************. My father had been diagnosed with Alzheimer's and i was handling his affairs. Included in the service was treatment of the problem areas, plastic encapsulation of the space, a humidifier and all necessary vent covers to complete the service.There were numerous problems with getting the work completed. when contacting Orkin i was always given assurances that someone would look into my concerns and get back to me. when i would call back, the lack of action on my job was attributed to a lack of communication, Covid related issues and people who no longer worked for the company. Their response was so poor that the first year the $200 dollars for the humidifier rental was due the company paid it as it still was not working, My father passed October 2021 after which i proceeded to ready the house for sale. During the renovation i installed a tankless water heater in March 2024 and my technician informed me that the humidifier or the installed outlet to power the unit was not working. A veteran contracted to buy the house and during the house inspection significant moisture damage was discovered. i approached Orkin with the issue to discover that they don't do wood replacement. i obtained a copy of the previous inspection that didn't list any issues. i only received my final vent cover the week of the closing. the company that preformed the work charged $7600 to replace the damaged wood. in talking with the management they indicated that my complaint would be elevated to the next level. i talked several times to get the status of my complaint only to be told that it was still under consideration. my last call i was told by staff that the manager wasn't available and that she would call me once she had an answer. i have never heard back.

  

  Business Response

  Date: 02/04/2025

  We apologize for the delay in this matter. The Division is researching Mr. ******** account with the local branch and will continue to resolve the ******** pest control and account concerns, in the meantime if the ******** have any concerns, they may contact the *************** at **************.

• Initial Complaint

  Date:12/17/2024

  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.

  ************* inspector discussed a personalized list of agreements for a $2,500 package. Mesh roof system, sealing up ALL cracks on exterior of home including mortar work needed on brick to seal out mice/bugs/moisture, check interior basement for possible entry points, place steel wool around kitchen pipe through ceiling in basement. Accomplished tasks: mesh roof system, sealed up MOST main entry points on exterior in 3 spots. The rest of the list incomplete; several spaces not sealed with caulk or not properly sealed (a blob of caulk on top of a pipe that needed sealing all around), only spaces large enough for mice were addressed, NO mortar work on large cracks on wall, no basement inspection, no steel wool to sink pipe. The inspector also told me they could show me pictures of how the mesh system was attached to my roof on the day of service and the man that installed it told me to look from the ground. Do I need to be concerned about my roof leaking because I know he used a drill? I asked for the agreement to be sent 2 separate times prior to Nov. 19 when work was scheduled and only received a document when able to speak to the branch manager on Dec. 12. Document received states we signed on Nov. 5 when documents were actually signed on Nov. 11th. I remember because it was my sons birthday and the service inspector came to our house. When I called to complain the day of the service, the inspector said he would contact management about my concerns and get back to me, then never answered his phone again. ***** website states 30-day money back guarantee, the branch manager stated that offer was only for pests. Orkin Library of ***** states rodents are pests. It does NOT state that the offer only applies in specific situations. The branch manager keeps telling me that we have to allow them to come back and fix the situation or they cannot refund our money. I do not trust Orkin, their sloppy work, or anyone Ive spoken to and do not want them back to my house.

  

  Business Response

  Date: 01/07/2025

  We apologize for the inconvenience in this matter. The ************* contacted Ms. ****** to resolve her concerns and offered to come back out to fix the work in question. Unfortunately, Ms. ****** declined and ***** agreed to remove the full finance charge of $2,500.00. In the future if you ever have a need, we are hopeful you will give us another chance to prove our commitment to providing exceptional pest control services. Please contact us ************.

  Customer Answer

  Date: 01/10/2025

   
  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:12/17/2024

  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.

  ,I am writing you in response to a problematic service that was performed at my residence *********************on 9/9/2024. WE maintain an ongoing Pest Control Contract with your company at the stated address.During a routine service,I spoke to the agent performing the Pest Control procedure informing him that I was having a Rodent problem ,I explained that they could be heard regularly in the ceiling and walls.The agent immediately made an inspection of the attic ,and recommended that I should take advantage of a service the Company offered know as a Whole Home inspection.He continued ,explaining that someone more experienced and qualified to evaluate the problem could be scheduled.Within a couple of days,Mr.***** ****** came to my residence,where he spent considerable time inspecting,and photographing the interior and exterior of the property.********* showed me multiple images of rodent droppings, then explained to me in detail the process and expected outcome.During this discussion,it was told to me that there would be crew of technicians,who would perform the following,Removal of old insulation .,Vacuuming of all dropping,Spray Disinfectant .Sealing off of Entry /Exit routes (including turning off lights and looking for light entering the area) when the crew left I looked into the attic where they had left the light on) installing new spray insulation.Finally using a Chemical repellent on the exterior perimeter .At this time ********* remarked that the crew would not be happy about the job because of the low pitch of the roof and lack of ease of space to maneuver. ******* ***** Show trimmed content Reply

  

  Business Response

  Date: 12/24/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Mr. ***** to discuss his concerns and inspected his home on 12/23/24. The manager did see opportunities for improvement and is sending the Termite Team back out to fix the issues. In the meantime, if Mr. ***** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:12/16/2024

  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.

  I paid in advance. My HOA will not allow work to be performed. I need a refund please of $2081.00

  

  Business Response

  Date: 12/17/2024

  We apologize for the delay in the refund process. The *************** researched the matter, and the refund was processed on 12/9/2024. Please allow 2-3 weeks to receive a check and with the holidays it may be a little longer. Again, we apologize for the inconvenience in this matter, in the meantime if Ms. ******* has any further concerns, she may contact us at ************.
  

• Initial Complaint

  Date:12/16/2024

  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.

  Orkin Pest Control took $111.99 from my bank account WITHOUT MY KNOWLEDGE or PERMISSION as I discovered on November 12th of this year.  On November 11th, just the day before, the Orkin *** came out on his scheduled visit and I paid him  $56, just as I have every month since starting service in June of this year.
  
  Here is what is so terribly wrong about all this:
  
  1.  I was not on auto-pay.  I specifically asked and got permission to pay in cash every month starting in June.  I specifically mentioned to call center people that I was wary of anyone going into my account but me.
  
  2.  I'm paying in cash every month - why did Orkin decide to go into my account in November when I'm paying every month, as opposed to auto-pay which was every other month?
  
  3.  The biggest outrage - Why did they have 
  my bank accoubt number???  I first used Orkin in October of 2023.  I agreed to autopay, but felt uneasy. When the service was completed (maybe around 3 months later) why wasn't my bank account # deleted/ shredded/whatever one should do to get rid of sensitive info.  ORKIN DID NOT delete or shred my number.
  They still had my account #from 2023 (!) and were able to withdraw $111.99  without my knowledge or approval.
  
  I'm supposed to be getting a refund of only half of the $111.99!  Why?? Service with Orkin was officially cancelled 11/20.
  
  I am still waiting for my full refund.They really messed me up when they took that money. I would appreciate any help with this.  I just feel so angry and helpless.

  

  Business Response

  Date: 01/06/2025

  We apologize for the inconvenience in this matter. The Branch Manager issued a new refund check for $111.99 and was sent Fed Ex on 12/27. The Branch Manager contacted Ms. ****** on 12/27 and left her a message that the check was on its way. If Ms. ****** has any further concerns; she may contact us at **************.

• Initial Complaint

  Date:12/12/2024

  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.

  Orkin came to my home for an initial assignment and inspection on 12/3/2024. The company said they would send a report and seal entry points. Orkin stated that if I needed them sooner, I could call them. I never received the report from Mr. ******** ********** after three phone calls to him and two text messages. I also made three phone calls to the company phone, all on different days. I have received no response or follow-up except a statement saying it's weird that I hadn't received anything. I sent my email again even though I know it works because they emailed the contract for me to sign. I don't know what else to do to get this problem resolved. Everyone during my intake and visit was kind and professional. However, since the only visit to my home, no one has returned my calls.

  

  Business Response

  Date: 01/06/2025

  We apologize for the experience Ms. ******** has received, the local branch contacted her to confirm her email due to her not receiving service reports and offered another inspection or write another report. The Service Pro rendered an additional service on 12/31. If Ms. ******** has any further concerns; she may contact us at **************.

• Initial Complaint

  Date:12/12/2024

  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.

  My father, 78 years old, who is a post stroke victim with some cognitive deficits called Orkin Pest Control to come out and address a "crazy ant" problem. The salesperson that went out presented him with multiple options above and beyond strictly addressing the "crazy ants'. He told me that he continually advised her no multiple times, and that he ONLY wanted them to take care of the crazy ants. She had him sign documents. A few weeks later, he received a statement in the mail that he owes $4,991.40 on the contract that he signed. He came to me worried and afraid and confuse and assured me that he never intended, and would have never, signed a pest control contract for any amount near that. Within the papers that he signed was also paperwork explaining how he could cancel the entire contract. On that paperwork was a place for him to sign that he had received that available instruction from the salesperson. He never signed that form.I believe that the practices of the salesperson were fraudulent and deceptive, and a specific intent to prey on the elderly after gaining their trust.

  

  Business Response

  Date: 12/17/2024

  We apologize for the inconvenience in this matter. The *************** has researched the concern and understands Mr. ******** position with his father. Orkin values all of their customer's and since Mr. ****** feels his father was not able to make the decision on his own we have refunded the amount he has paid to Orkin. Again, we apologize for any inconvenience in this matter and if Mr. ****** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:12/12/2024

  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.

  I signed up for a contract with nearly $1000 startup fee. It was to run indefinitely and they charged me about 100 a month to service my property for pests. Two months ago they stopped showing up without any reason given. I called yesterday to try to figure out why the service stopped without any indication. I called the technician directly and was told by the sales team that the only one to talk to is someone from the service center who would get back to me. No one has returned my calls. It should not be my job to try to get them to perform a service they've abruptly stopped performing -- and why is it not a priority for them to get back to me. I would just cancel but that has to be done by the service department too. They have surely ripped me off for the $1000 startup fee, which I feel should be refunded.

  

  Business Response

  Date: 01/06/2025

  We apologize for the inconvenience in this matter. The manager contacted Ms. ********* and apologized for the technical difficulties and have corrected her account with the proper services and refunded the services that were not completed but charged for.  Again, we apologize for the inconvenience in this matter and id Ms. ********* has any further concerns, she may contact us at ************.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22560617
  
  I am rejecting this response because: there have been further developments.  In November, I was put back on the schedule and charged three times the monthly amount ($297).  I tried for a week to get the local manager to give me a call back to discuss the charge and he never called back.  Then I tried the main number to cancel the service and no one called back.  Last month, the service was not provided at all.  I tried the number provided in the response from Critter Control just now and no one picked up.  I await a call back, but I highly doubt they will get in touch with me.  The only people I am able to get on the phone tell me I need to talk to another department or manager who never calls back.  I just want out of the service and hire someone else.  
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 01/09/2025

  The *************** contacted Ms. ********* and apologized for the lack of communication and will refund Ms. ********* an additional $1,608 for not solving her wildlife issue. If Ms. ********* has any further concerns she may contact us at **************.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22560617
  
  I am rejecting this response because:   this response is acceptable to me, but I will keep the complaint open until the refund is issued.  Given my prior issues with the company, I am not confident that the refund will come and that I won't have to take additional steps to get it. 
  
  Sincerely,
  
  ******* *********