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:12/12/2024

  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.

  We paid for services to get rid of rats in our home, described as follows: "The comprehensive wildlife control process involves installing one-way doors, applying deterrents or setting traps to eliminate the existing infestation of.... wildlife. Subsequent visits will be made to inspect one-way doors, reapply deterrents and check and remove animals."At the conclusion of this service, we opted not to continue monthly bait box maintenance because properly done exclusions and addressing the infestation would prevent the problem from reoccurring. This we completed last March-April.Since then, we've continued to see evidence of rats in the home, though not as much as before. I cleaned up droppings in our basement several times, as well as the inside of kitchen cabinets. I did not contact the company about this, telling myself I must have missed cleaning these things up previously. Life was just busy and I didn't stop to put two and two together. In August, we finally called to complain. There is a 1 year guarantee on the exclusions. They came out and re-did some work. In November, we called again because the rats were now coming in to eat the dog food. A Critter Control service person came out again and this time discovered a large entry point that was never addressed in the exclusions. The initial infestation was never addressed. It's been two weeks, and we're still waiting for them to address the problem. I'm told they'll come do the exclusion next we, but we should ALSO have trapping inside the house for the same infestation we called about last spring that was never taken care of. This should include a few weeks of bait box service to finish the job that was never done in the first place. We signed a contract and they made sure we paid them all our money. I'd like to make sure they actually do what we paid for. The resolution I'm choosing is for them to finish the job, but we would also accept a refund of the $948 we paid for addressing the infestation.

  

  Business Response

  Date: 01/07/2025

  We apologize for the inconvenience in this matter. Critter Control has contacted Ms. **** to discuss her concerns and rendered a service to remedy the issue. If Ms. **** has any further questions, please contact us at **************.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22672945
  
  I am rejecting this response because: Critter Control continues to refuse to acknowledge their mistakes, poor customer service, poor communication and negligence. I spoke with ****, who simply asked if we'd had any additional problems. I reiterated that we paid for the job to be done a last March ago and it did not get done until December. Guess what? No problems since then, because that was the job that needed to be done and it finally got done. We dealt with rats for months after we paid them. They charged us without verifying the job was done. They set us up to pay a monthly service fee for an ongoing rat problem because the rats that were there in the first place had never been eliminated.

  **** said "I understand," and then ended the conversation. No words of "I'm sorry about that." No offer of a discount for future services or a partial refund for the months of having rats in our home after we paid them. No acknowledgement, again, that they did not fulfill what THEIR service agreement outlined. 

  They're treating me like I'm the problem, which is not the case. They are. I hope this complaint is made public and I will happily talk with anyone considering using their service to verify that I'm a normal person. I don't have issues like this with any other companies or services. This is not normal for me, but I suspect it is for them.  

  Sincerely,
  
  Gaia ****

  

  Business Response

  Date: 01/14/2025

  We apologize for the experience Ms. **** has received; Critter Control strives for exceptional customer service.  The Region Manager has issued a refund for requested amount of $948.00 and will be reaching out to inform Ms. ***** Again, we apologize for any inconvenience in this matter and if Ms. **** has any further concerns; she may contact us at ***************

  Customer Answer

  Date: 01/21/2025

   
  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.  My husband and I appreciate the regional manager taking time to consider my experience and to uphold a higher standard of customer service. 

  
  Sincerely,
  
  Gaia ****

• Initial Complaint

  Date:12/11/2024

  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 this letter to complain about the service I have received from you in regards to your work to address a bat problem in my home. I spent $11,890 to exclude bats/rats from my attic and replace the insulation in the Fall of 2021 and the bats have returned (perhaps 30 of them). I reported this to your company and they have responded (via *** the service manager in September of 2024) that full exclusion of the bats would require modification to the ridge vents ($1,000) and some and extended warrantee (about $200.00+). I want to highlight several concerns I have had and continue to have with this project/situation:1.The sealant was not applied to the entire fascia under the roof.2.The application was sloppy.3.The one-way doors were never removed after the bats were excluded (as promised).4.I found bat p*** in the attic on December 31, 2022 which I photographed and sent to *** at your company in January (I have a note in March, 2023 that he felt this did not indicate a renewed infestation).5.Several of your employees have visited the property and reported you would fix the problem because it was obvious to them the job was poorly *************** of the residual one-way doors is clearly broken off (allowing bats back in?) when I went on the roof to inspect it. In fact I have seen a bat exit the attic this past summer in the area of that one-way door.7.If the ridge vent was a concern, it should have been addressed initially in the Fall of 2021; yet this was never mentioned in the contract.8.*** reports your company sent repeated notifications offering an extended warrantee; yet I have no remembrance or record of these. Indeed if the work was done correctly why would it be needed?

  

  Business Response

  Date: 01/09/2025

  We apologize for the delay in this matter. The ************* is researching the inspection that was completed and will continue to resolve the pest issue with Mr. ******** The warranty has expired due to non- payment. In the meantime, if Mr. ******* has any questions, he may contact us at ***************

• Initial Complaint

  Date:12/10/2024

  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.

  I had contacted ***** to start services for bugs within a home I just moved on. I initially paid $125.00 to start services on October 18th. Unfortunately, I had to move because the issues was so bad I did not want to stay. I moved out of the house on November 15th. Orkin alleges they completed a service on 11/19 on an empty house and charged me $99.00 on 12/10. I called to speak with the nastiest Branch Manager ******* ***** who refused to return my money as I explained I moved on 11/15 and there was no way they performed a service on an empty location. She continued to tell me otherwise. I told her I previously called to cancel services she claimed they have no record. I just want my $99.00 back. No one is going to come to a house that is clearly empty and perform a service and leave nothing saying they were there. Thank you

  

  Business Response

  Date: 01/02/2025

  The Region contacted Ms. ******* to discuss her concerns and apologized for the issue at the branch office. The Region has refunded the last charge of $99.00. Again, we apologize for the inconvenience in this matter. If Ms. ******* has any further concerns; she may contact us at **************.

  Customer Answer

  Date: 01/02/2025

   
  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:12/09/2024

  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 was lied to & deceived on the type of services I would receive by the call ***resentative that scheduled my appointment, or so I was told by the branch manager *****. All the tech did was put down sticky & snapping traps (that I HATE) which I could have did for less than half the cost from **********. I didn't sign the agreement, but still got monthly charge. According to the manager, who took almost a month to return my numerous voicemails and messages left with staff, the call center tells you what you want to hear to just get the tech in the door. Once the tech comes out & performs the service THEY CHOOSE TO DELIVER, thats it. I asked specific questions to ensure I would get the services I was expecting, such as box traps set up outside & inside my home along with filling hole plus spraying. When the tech got to my house he told me I would have to pay extra, a manger would call me to discuss & never did on top of taking weeks to return my calls. I was previously disappointed with Orkin & thought if I asked questions I would avoid the same results. I am still waiting for a call from the manager to follow up since October. The manager is denying me a refund because of previous service even though I made it clear to him I went through a checklist with call ***. ** states that the **** always tell you what you want to hear to get appointment and this is a common problem he deals with - call center promising services they will not deliver that's why you should call the local branch. I assume if I am calling the 1800 Orkin number I would be getting the same service they signed me up for on the phone. Manager stated all calls are recorded so I asked him to go back to listen to the call and he says the office sent him a transcript summary of the call - NOT THE RECORDING where he would hear the *** agreeing to all the services I inquired about for no extra cost. My tenants purchased products on their own & the tech was fired for performance according to management *****

  

  Business Response

  Date: 01/07/2025

  We apologize for the experience Ms. ****** has received 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 ************* has issued a refund for $412.54. Please allow time for mail delivery.  In the future if Ms. ****** ever has a need, we are hopeful she will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

• Initial Complaint

  Date:12/08/2024

  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.

  On November 14, 2024, I contacted Orkin. I spoke with a very kind and patent gentleman. I explained my problem, and he told me I came to the right place and Orkin has my back. I was so relieved to find help for my rodent issues After that it all went downhill. I was contacted b ****. He said he couldn't make an appointment, but he would tell ****** to come. When ****** arrived, he told me **** never told him about the appointment. ****** told me he was going to make arrangements for cameras in the kitchen and attic. As he was leaving, I sent him a text to include a camera for the basement. He texted back np. He told me someone would be coming the next day. The day came and went. I called the ****************** and spoke to ***** ******** he said he would send **** with the cameras. Well, that day came and went. When I called, I was told ***** ******* was on vacation. I was told to speak with a Mr. ****** I tried numerous times and was told he was in meetings all day! Finally, we spoke, and he told me cameras were for outside only. I asked him why ***** ******* told me that **** would do it. He said he never should have done that! A supervisor doesn't know company policy!!! I have been calling corporate since November 25, and still no reply. How can ***** claim they're number one in the industry with this kind of service? i would truly like to have corporate explain this to me and to explain why I am still waiting for a callback. Please help. I do not want this to happen to anyone else. How can anyone trust this company?

  

  Business Response

  Date: 01/07/2025

  We apologize for the delay in this matter. The manager contacted Ms. ********* and sent Orkin Pro's to her home to inspect and have not seen any pest activity. Ms. ********* stated she wants to install cameras which he explained that we only install cameras on the exterior of the home. If Ms. ********* has any further concerns; she may contact us at ************.

• Initial Complaint

  Date:12/06/2024

  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.

  beginning of Sept I called Orkin&got a price for 1.removing wasp nest(said theyd be gone by the time to pro left but it took 5 days for them to be gone! Glad I didnt let my 2 dogs&2 kids play out there! 2.The pros would look for&remove any other nests on my property&even said there are usually ***** nests when one is in the ground. 3.They would spray my yard ***** ft over the property line. This would take a total of 90 mins. It would cost 350 &30 day guarantee that ***** would come back free if the wasps returned. The guy was here 20 mins tops. I can get ring camra footage if needed&only sprayed the nest. They did 1/3 the job. I took the money out of my bank account and left a message telling them I wouldnt pay until someone contacted me about this. They didnt call until my card was declined the following week. when they finally called I got a bunch of attitude. Saying well is there another nest he could have taken out well I dont know? Bc I didnt think there was one under the plant I pulled out, Im not a pro! Then she went ton to say that the people I called dont know what the guys do that actually do the job. I called Orkin got a price, was told what was going to be done for that price and it was NOT DONE! So why arent they all on the same page? It was the same company I called and that came out! We agreed on 200 but then she said they wouldnt keep the 30 day grantee for the 1 job they actually did. Theyre saying I never paid. My card had money on it. I didnt get any emails/push notifications saying the transaction was declined. Im getting bills for 350$. I cant deal with this mess of a company anymore. The most Ill pay at this point for even dealing with such a disorganized lying company would be 1/3 of the original price bc they did 1/3 of the work and didnt even grantee the 1 things they did! &Im still dealing w/ them in December! I think everyone needs to stand clear of them! I believe everything was on recorded lines if also needed.

  

  Business Response

  Date: 01/03/2025

  We apologize for the inconvenience in this matter. The manager has tried reaching out to Ms. ****** leaving a voice message. Orkin is reviewing Ms. ******* account, at this time the account has been cancelled.  ************ has any questions, she may contact us at **************.

• Initial Complaint

  Date:12/06/2024

  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 extremely frustrated with Orkin's lack of effective service. They keep insisting that I am under contract despite the fact that I have a serious ***** infestation due to their product. When I called a few months ago, they assured me that if the treatment didnt work, I wouldnt have to continue their service. I have repeatedly reached out to the technician, both through calls and texts, to inform them that the treatment is not working and that it is aggravating my allergies. I was told to stay away from the sprayed areas, but that has not resolved the issue.I uploaded the bill and thew traps from both homes. Today, I received a call demanding payment and insisting on continuing the service. I made it clear that their treatment has failed to eradicate the problem, and I will not be paying for ineffective service. This situation needs to be addressed immediately.For the record, I want to make it clear that I never agreed to any contract. I own two homes, and the products being used have led to an increase in German and flying roaches. This is unacceptable, and I expect this issue to be ************ addresses are both in ********** LA on ******** and ******

  

  Business Response

  Date: 12/11/2024

  We apologize for the inconvenience in this matter. The local branch contacted Ms. ****** to discuss her service concerns. Several services were rendered on 11/7,11/18,12/9 to eliminate a high-pressure pest.  The manager has also scheduled a follow-up service on 12/16 to see the progress in eliminating pest activity. Again, we apologize for the inconvenience this may have caused and if Ms. ****** has any further concerns she may contact us at **************, we are happy to assist. 

• Initial Complaint

  Date:12/05/2024

  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.

  This company is deceptive. For starters, they continue to show up unannounced. Every time we tell them to contact us ahead of time, they disregard this. Most recently, they claim their emails are going to my email at ************************ Totally incompetent. A simple outbox check would show they never send me any emails to alert us on nay upcoming visits. Since they're unable to perform this simple 2 minute check, attached is a screenshot of my email history from them. No service announcements. Stop with the blatant lying. More lying surfaces on their platform, which shows a regular service was performed on Nov 25. This is impossible, as we were away for Thanksgiving and not even home. They did not enter our home. ***** needs to refund us our monthly fee for the last two months as they did not perform the service. Note: Please start taking 2 minutes to reach out to your customers to schedule service appointments and do the job they are paying you for. Don't lie about contacting them, and then lie about services performed on your platform.

  

  Business Response

  Date: 01/02/2025

  We apologize for the inconvenience in this matter, the manager contacted Mr. ***** to discuss their concerns about not receiving notification prior to their scheduled service.  The manager made sure the automated notification system was turned on and explained he was serviced on the 25th but they werent home so only an exterior service was rendered. He offered Mr. ***** a touch up service, or a credit. He asked for a credit for ***************** Again, we apologize for the inconvenience and the *****'s will be receiving scheduling notifications going forward. 

• Initial Complaint

  Date:12/04/2024

  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.

  I paid for pest control service and I still have rats they not only came out to my house multiple times to secure it and failed to do so. They also cut my camera wires and neglected to tell me. They wanted me to wait to come collect the dead rats that were on traps and a sales person had to to come and help. I have had to have multiple moldy decaying rats pulled out by others due to there lacking customer service ( this is supposed to be included int here care). I had to go out and purchase Deacon myself as there product is not working and I still have rats now and the condition seems to be worsening. I have called multiple times and have gotten no response. The ****** **** was supposed to call me back and has yet to have any conversation with me. A would like my money back and there service cancelled as I paid for a year in advance thinking I was going to have a good service with them. Especially them being a well known pest control company. If I could I would like my money back for my camera wires because I have pictures showing that they were clean cut all the away across 3 wires. However I am more worried about my rodent problem. I do feel like I was taken advantage of in many ways and I am not sure if it is because I am a young female or if it is because I am a young female whose fianc is over the road working all the time and they figured i wouldn't notice. However i did and I am offended and Would really like the problem solved so I can get rid of the pest and get my money back.

  

  Business Response

  Date: 01/02/2025

  We apologize for the experience Ms. ******** has received, the manager contacted Ms. ******** to discuss her concerns and resolve any of her pest issues.  Unfortunately, we were unable to resolve the issue to Ms. ********** satisfaction and refunded her money for $349.60. Again, we apologize for the inconvenience in this matter and if Ms. ******** has any further concerns, she may contact us at **************. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22637549
  
  I am rejecting this response because:
  **** the manager at your location in ************ told me I was getting more money refunded. As I paid for a year worth of service and rats to be gone and neither of those things are happening. Also I would like something done about my cameras as someone from your company cut the wires and neglected to say anything to me about it. 
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 01/06/2025

  The Branch Manager contacted Ms. ******** to discuss her concerns and refunded the remaining pest control balance of $349.60 and exclusion work for $1430.00. Ms. ******** has received the pest control check, and the exclusion check was cut on 12/31 so she should be receiving that check any day. The manager will follow-up to ensure Ms. ******** has received her checks. Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 01/08/2025

   
  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:12/02/2024

  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.

  I hired Critter Control in *************** to assist with a rodent problem in my home. They charged me a large sum of money $1700 + $79 ongoing monthly, to address my issue. There has been terrible communication with the company, and I have to chase for updates. Even worse, they told me work was done that was not completed, and the following are also major issues:1. Did not seal entry points to the house as they said were completed 2. Set bait stations next to my house with animal poison without sealing the house, allowing animals to eat the poison and die an a hard to locate area of my house.3. Technician on security camera leaving debris from work on the floor of the house.4. **************** telephone number repeatedly unable to ******* of today, I have been trying to cancel the contract but no one returns my phone calls.

  

  Business Response

  Date: 12/03/2024

  We apologize for the inconvenience in this matter. Critter Control has contacted Mr. ********** to discuss his rodent service and agreed to a full refund on the services provided. Again, we apologize for the inconvenience and ***************** has any further questions, he may contact us at **************.

  Customer Answer

  Date: 12/03/2024

   
  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,
  
  ***** **********