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

• 

  Industrial Fumigant Company, LLC

  6663 99th St Chicago Ridge, IL 60415-1208

  
• 

  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:12/02/2024

  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 hired Orkin for the sole purpose of addressing a rat issue. I requested nothing more, nor did I approved of any other type of service. I agreed to the inspection and initial treatment for a total of $1355. $1100 was put on my credit card the rest went on my debit card. I was not home when the service app't took place. Long story short, a *** later called me stating they were getting denied when they tried to charge my credit card. I called my bank to find out they did charge my card $1070 ($30 credit was given for overcharging my bank account causing an overdraft). My bank was the one who told me they were trying to charge another $1700. I contacted the ***** manager who sent me invoices of work they did. $1700 was on an invoice for "subterranean termites/odd jobs". I did not agree to termite treatment and was told "that's just how it is put in the system". I still never agreed to anything costing $1700. Nowhere on my contract or the inspection does it state anything about this charge. They have been calling me, sent me a bill and on 11/29/24 someone showed up at my door wanting to check my crawl space for the vapor barrier which was included in the $1100 charge and he told me the $1700 was for that barrier and he wanted payment. I told him I didn't agree to nor approved of a $1700 charge and told him to get off my property

  

  Business Response

  Date: 12/27/2024

  We apologize for the inconvenience in this matter. The Orkin Branch Manager has tried contacting Ms. *********** via phone and personally went to her home to resolve her concerns. The manager has left voicemails waiting for her ******************** ****************** could contact the manager; we are happy to resolve any matter or concerns she may have/. Ms. *********** may reach us at **************.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22619015
  
  I am rejecting this response because: they have already tried telling me I owe for something I did not request nor authorize and can't seem to keep their story the same from one person to another from the manager on down the line. The manager told me he personally would come out to seal holes, but he couldn't be bothered. 

  Sending someone to my home was an attempt at intimidation.  I am not paying for something I did not authorize nor approve.  How am I supposed to trust a company like this?
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 01/01/2025

  We apologize for the inconvenience in this matter. The Region staff tried to contact Ms. *********** and left a voice message letting her know that Orkin removed the balance from her account. If Ms. ********** has any further questions, she may contact us at ************.

  Customer Answer

  Date: 01/01/2025

   
  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. I expect this will not show on my credit report any more, won't be called, no one will show up on my door step, etc. 
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:12/01/2024

  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.

  They did not honor their contract and I cancelled the service. They are still trying to bill me for services not rendered. I hope they will just go away and not harass me. At the onset of the contract I was told that could cancel at any time and now they are lying to me. I am DONE

  

  Business Response

  Date: 12/09/2024

  We apologize for the delay in this matter. The local branch contacted Ms. ****** to discuss her service, which Ms. ****** does not want a make-up or follow-up appointment. The manager is refunding the $335.50 that was originally paid. Again, we apologize for any inconvenience in this matter, if Ms. ****** has any further questions; she may contact us at ************.

  Customer Answer

  Date: 12/10/2024

   
  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,
  
  ****** ******

  Customer Answer

  Date: 01/08/2025

  K agreed to their terms but need to know when they plan to refund the money reference o their letter.  

  

  Business Response

  Date: 01/09/2025

  We apologize for the delay in this matter. The *************** researched the account, and the refund check was mailed and to Ms. ****** and cashed on 1/2/2025. If Ms. ****** has any further concerns; she may contact us at ************.

  Customer Answer

  Date: 01/10/2025

  I received payment and hope all is resolved.  Just a day ago an Orkin man called wanting to come do a site visit and the. Some one from ***** called.  I want that company to never call again and leave me alone.  

• Initial Complaint

  Date:11/30/2024

  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.

  9/18 Orkin set up appointment to spray for mosquitos 9/19 We called and cancelled.9/21 Orkin came anyway and sprayed. We left the windows open and we were out of town. They charged us $85 9/27 Second pest inspection schedule. Told us they would be there at 12:30 We called at 4PM to see why they didnt come. They said they did not know where the *** was or why he did not come.9/30 Rescheduled appointment between 4 - 6. 9/29 The *** came a day early and we were not at home.9/30 email said the *** would be there between 4 - 6 and no one showed up.We kept our end of the contract by required payments. ***** did not fulfill their end of the contract. 9/21 $85 for mosquito spraying after we canceled the appointment and left all our windows open.8/23 $239

  

  Business Response

  Date: 12/27/2024

  We apologize for the experience Mr. ********* have received with Orkin; we assure you this is not the norm.  The Service Manager has refunded $239 via a check to the ********* and $56 was refunded in September. Again, we apologize for the inconvenience in this matter and if the ********* have any other concerns, they may contact us at **************. 

  Customer Answer

  Date: 12/27/2024

   
  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.  Thank you for your help in this matter.
  
  Sincerely,
  
  ***** & ***** ********

• Initial Complaint

  Date:11/27/2024

  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.

  Orkin Plainfield ******** December of 2023 I had an influx of mice in my basement. I called the ******************* of Orkin & a sales person ******* **** came out & inspected my house. He suggested to me that I install Orkin Shield which are the strips for mouse exclusion. I was told after 6 months I would have zero mice. He said he would be available by ***************** totally no response on anything. After the initial installation was complete in December 2023, I called the ***************** to let them know that the strips were loose & mice could still enter. The technician that does my designated monthly inspections was made aware. All he did was stuff steel wool into loose ********** agreed it was a poor installation.During this year I have called the **************** twice for assistance. I was asked by ***** to remove boards on my trex deck at my expense & that would stop the mice, it did not, all they did was stuff more steel wool in that section versus putting on a strip. There was plenty of space for drill access with 3 rows of boards removed.I actually stopped the mice in one section of the basement by installing a metal lined vent guard on my fireplace vent & stuffing steel wool into the plate around my outside faucets. Now I have one section that I have repeatedly asked them to remove the foam, put steel ************* which I am sure would take care of the last mouse ************ wont do it. All the technician does is set mouse traps for my monthly fee which accomplishes nothing.I called in November for the annual inspection & the inspector didnt show up, so I called again and **** came out & inspected my home. He went outside with me to look at the strips & he called his bosses boss & told him the strips were loose and it was a bad ********** would replace ********* forward ***** who is the service manager comes out & installs the garage door strips and then tells me he is not replacing the strips and starts caulking sections.

  

  Business Response

  Date: 12/23/2024

  We apologize for the inconvenience in this matter. The ************* researched the service and contacted Ms. ***** to discuss and resolve her concerns. The Region Manager gave Ms. ***** his cell phone # and may contact him if she encounters any further difficulties.  Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 12/23/2024

  I have spoken with **** the regional manager several times. ***** has fixed a few issues but requests to wait until Spring to replace the Orkin Shield. They do not want to replace in the winter weather.

  They are aware that I personally have done a lot of work to stop the mice and the technician has done nothing to resolve issues, just set mouse traps. I am not extending my contract with them for 2025.

  This matter is not closed until the work is completed in its entirety. So far only the Dining Area strips have been replaced.

  

  Business Response

  Date: 01/31/2025

  We understand that Ms. ***** is concerned with getting the service completed. The Region Manager has discussed the matter with Ms. ***** and there is a mutual agreement to complete the work in the spring. The manager will continue to reach out to Ms. ***** to ensure her satisfaction when the work has been completed. In the meantime, she may contact us at ************.

• Initial Complaint

  Date:11/24/2024

  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.

  Entered into an agreement with Orkin Pest Control for termite and pest control. The first check we gave them was dated 7/26/24 for ********, second check was dated 8/23/23 for ******** also. The work was done between those 2 dates. The work that should have been preformed was removing the old insulation from the attic and walls. Installing new insulation, spraying, installing traps. The new blown in insulation in the attic is ok. No insulation was put back into the walls, sheets of "reflex" was put on the walls, this is nothing more than thick aluminum foil in my opinion. Checking ******, it is ok in warmer weather but, "should be combined with other insulation in colder climates". It gets cold in **. The sheets of reflex have gaps, when I pointed this out to *****, ****** with Orkin, said they would come back and tape the sheets together, they haven't. I ask ****** to give me a price for installing wall insulation, they sent a price of an additional ******** plus, I can't find the correspondence. I went to ****** and paid ****** for insulation and installed it myself. They sprayed liquid in the lower area of the house that was running down the walls, we asked that be cleaned up. One worker tried but didn't do a very good job. We asked what was in the spray because of our indoor animals, never got a ******** a minim, I'm asking Orkin to give us the information on the spray (what's in it) come back and properly clean the downstairs, tape the reflex like they said the would do, and a refund of ****** for the insulation I paid for at Lowes.

  

  Business Response

  Date: 12/23/2024

  We apologize for the inconvenience in this matter. The local branch has contacted the ******* to discuss his concerns and has scheduled the service to tape/seal the seams of Reflectix and clean the downstairs. We apologize for the inconvenience in this matter and if Mr. ******* has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 12/28/2024

  BBB, thank you for helping with the problem with *****. I received a phone call from them stating they would come to my house 12/16/24 in the AM. Nobody showed up. I called Orkin and was told they would be at my house in the *** A person did show up and tape the seams. My wife had cleaned the down stairs, so they didn't have to do that. I'm not happy with Orkin, but I guess this is all that can be done. 

   

  

  Business Response

  Date: 02/05/2025

  We apologize for the delay, the local branch contacted Mr. ******* to discuss his concerns about the chemical used and completed the exclusion work at his home. The manager also refunded Mr. ******* the amount he was requesting. Again, we apologize for the inconvenience in this matter and if Mr. ******* has any further concerns; he may contact us at **************.

• Initial Complaint

  Date:11/23/2024

  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.

  I bought a home in May of 2024, we had ********* ants, stink bugs, fly's, rodents and bats. They charged an upfront cost of $430.65 to start up the services, on top of a monthly fee of $59.81. They also finances me a total of $3000 for bat removal services provided by their company (financing is through Rollins Acceptance Policy). The first visit I was told our two cats had to be put up for the initial spray as it was TOXIC to animals. We did exactly as they asked. He explained it was only for the first visit. Great. Fast forward to November (6 months of service), our cat starts having random seizures. We had to bring her to the emergency vet and spent upwards of $1000 in bills to find out the cause of these seizures. It was determined that she had ingested a bug that touched the area the Orkin tech sprayed on 10/31. It was never told to us that we had to put our cats up at each visit, causing this horrendous medical emergency. The bat service was a complete rip off and I believe I was charged a higher price than most, the tech only spent 1 hour on our property and used spray foam. They didn't clean the bat p*** like they said they would, they also didn't come back to reseal the opening they stated they left so bats could escape. When I signed up for the financing option, I had no idea what I was signing. The *** didn't even inform me he would be pulling my credit ***ort. I was not aware of this and its highly concerning. I spent over a month waiting on a manager to call me back from the ************ to resolve the rodents in our garage. This is not something a new client should have to go through, especially being with them for such a short period of time. They have caused me financial hardships and anxiety due to their careless protocols and uneducated staff. Now I am left with a sick cat due to their negligence.

  

  Business Response

  Date: 12/23/2024

  Thank you for the feedback. We apologize for the experience Mr. ******* has received with Orkin as this is not up to our level of service, we strive for exceptional customer service. The local ********************** has cancelled your pest control service per ******************** request. If you have any further concerns, we are happy to assist, please contact us at **************.

• Initial Complaint

  Date:11/22/2024

  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.

  Dear Better Business Bureau,I am filing this complaint regarding HomeTeam Pest Defensr, located at ****************************************, due to their refusal to honor a discount they initially offered to me and the subsequent unprofessional behavior of their representative.Summary of the Issue At the beginning of this year, January 5th, 2024 , through my phone call with one of their staff, they offered me a discount as part of a promotional agreement for annual payment as a 12 year royal customer. I paid the invoice with the guidance of the staff. This discount was a significant factor in my decision to proceed with their services/products. However, at the end of this year, 11/12/2024, the company has denied honoring this discount, stating that the employee who extended the offer is no longer with the company and asked me to pay extra amount to meet their initial nvoice amount.When I attempted to address the matter, I contacted the business on 11/21/2024. The representative I spoke with,*** ****** at ****** office, was dismissive, rude, and claimed there was no further recourse and he is the end of the line to discuss about this issue. They also threatened to send the balance, which I dispute, to a collections agency.Desired Outcome I am seeking the following resolution:For HomeTeam Pest Defenser to honor the original discount offered to me, as it was a legitimate agreement at the time.A formal apology for the unprofessional behavior and threatening tone used by their representative.Confirmation that the disputed balance will not be sent to collections and that my account will be adjusted accordingly.Supporting Details I am happy to provide further details or evidence to support my case, including dates and communications.I hope that HomeTeam Pest Defense will work with me and the BBB to resolve this issue amicably. Thank you for your assistance in this matter.

  

  Business Response

  Date: 12/02/2024

  The General Manager contacted Ms. *** to address her concerns regarding *** and apologized for any inconvenience it may have caused. Ms.*** canceled her pest services and is contemplating canceling her termite services as well. I encouraged her to reflect on our longstanding relationship and not let this incident define our partnership. I also invited her to reach out to him directly after the holidays to discuss how we might regain her trust. He assured her that if she wished to continue, she could contact me directly for assistance. Again, we apologize for any inconvenience in this matter.

  Customer Answer

  Date: 12/02/2024

   
  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,
  
  ******** Sun

• Initial Complaint

  Date:11/21/2024

  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.

  Contract services expired in May 2024. They continued to service without notice on a monthly basis. My original form of payment (cc) they had on file expired and they continued to provide services without again notifying us. They then followed up with a bill for $170.00 for 2 months services due to card expiring. My original agreement was for the period of 1 year at the cost of $184.00 for a year service. When I contacted them they will not call me back. Still waiting on a call from ***** *******. In the meantime they have sent me to collections who have called daily and emailed. Please help me rectify this. My husband and I are retired, he is disabled and I feel like they are just trying to take advantage of us.

  

  Business Response

  Date: 11/29/2024

  We apologize for the delay in this matter. The manager contacted Ms. ******** to discuss her concerns and agreed to remove the outstanding balance on the account. Again, we apologize for the inconvenience this may have caused and if Ms. ******** has any further concerns; she may contact us at ***************.

  Customer Answer

  Date: 11/29/2024

   
  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,
  
  ******** ********

• Initial Complaint

  Date:11/20/2024

  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 had a one-time service from ***** and they continue to charge my credit card monthly despite the fact that it was a one-time service, I did not sign a contract, and we have not received any services in the past three months. I reached out to them and left several messages and have disputed the recurring charges on my credit card and yet I have not heard back from them and they continue to charge my credit card. Again, I am being charged monthly despite not signing a contract or receiving any services from them whatsoever in the past three months.

  

  Business Response

  Date: 12/23/2024

  We apologize for the inconvenience in this matter. The local branch has contacted Ms. ******* and mailed the refund check#******** for $67.87. We deeply apologize for any confusion on our part in this situation. If Ms. ******* has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:11/18/2024

  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 tried to cancel my service with Orkin (pest control) months ago. They kept ignoring my wishes to cancel my service and kept billing me. I made my last payment on August 10, 2024, for $177.05 per my check# ***. I wrote on the statement that I was canceling my service and have spoken multiple times on the phone with their customer service people telling them I was canceling my service. They have continued to harass me with new statements and refuse to cancel my service. I have repeatedly asked them who I need to speak to in order to cancel my service but I am just told that someone would get back to me, blah, blah, blah. No one ever gets back to me. I am tired of this harassment and am looking for your help. Please help me. Sincerely, ***** ******

  

  Business Response

  Date: 11/21/2024

  We apologize for the experience Mr. ****** has received with Orkin, we strive for excellent customer service, and it looks like we fell short. The Region talked with Mr. ****** and let him know that the account has been cancelled and the ***************** charge has been removed. Again, we apologize for any inconvenience in this matter and if Mr. ****** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 11/21/2024

   
  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,
  
  ***** ******