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:11/18/2024

  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 have already call them 2 to cancel service and keep getting charged. One was on 10:14-2024 and again few weeks later I check my camera seen the come out I told them I did not need there service anymore. I need them refund and cancel the service I it already been done.

  

  Business Response

  Date: 11/20/2024

  The Branch Manager contacted ***** ****** to discuss her concerns and save her as a valued customer. Unfortunately, we were unable to retain them as a customer, but he assured them that a refund would be issued and cancelled the account as requested. In the future if ***** ever has a need, we are hopeful they will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

• Initial Complaint

  Date:11/17/2024

  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.

  We have this company at for pest control . On SEVERAL occasions we have had bugs inside the house and requested service. This last time was the worst. They promised they would com on Friday the 15th. I was home all day waiting. They said they were coming but went to the wrong house never came even after I told them it was the wrong location. I called the office Friday night and was told by ***** that a MANAGER would call me the next morning ! No one ever called! We have bugs in the house , in our food , in the dogs food and in the dog bowl with food!!! This is UNACCEPTABLE! I want a refund and this issue taken care of ! We have 2 accounts with them!!!

  

  Business Response

  Date: 12/04/2024

  We apologize for the inconvenience in this matter. The manager contacted Mr. ******* to discuss his concern letting him know that in error the Technician went to his father's home to render the service. Orkin serviced Mr. ********* home on 11/26 to address his pest control issues.  ************** has any further issues, we are happy to assist, he may contact us at **************.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22569487
  
  I am rejecting this response because: we were supposed to get a credit/refund for being inconvenienced, having to deal with bugs, losing food due to in poor service on several occasions!  
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 12/09/2024

  We apologize for the inconvenience and delay. The manager has tried reaching back out to Mr. ******* to discuss he concern. The manager has placed a credit on both accounts for $75.00 each for a total of $150.00.  ************** has any further questions, he may contact us at ************.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22569487
  
  I am rejecting this response because:
  The credit was supposed to be for the 7 Fenwick address . The other address is different billing as I stated before.  We still to this morning have bugs and spiders . 
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 12/11/2024

  Orkin would like to assist Mr. ******* with his pest issues and refund, but Mr. ******* will need to contact the Orkin branch directly.  The Branch Manager has made several attempts to contact Mr. ******* to resolve his concerns, with no return response.  ************** could contact the Branch Manager ************, we are happy to assist. 

• Initial Complaint

  Date:11/15/2024

  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.

  My account at ********************, ********** and my father's account at ************************* was transferred from **** to ********* this past summer. To date, Orkin has failed to show at 2-3 appointments. I spoke to the branch manager the end of Sept/beginning of Oct and he assured me greater care would be taken. I renewed my termite plan with them on Oct. 10th for $313.95. I was scheduled for the inspection Nov. 1st. Orkin failed to show for that appointment. I contacted them same day and requested to cancel both accounts and requested a full refund of $313.95. As of Nov. 7th, I had recv'd no response. I contacted the toll free customer service number, requested to cancel both accounts, a full refund and that my complaint be escalated to regional, as well as a return call. No response. Today I contacted them a 3rd time requesting to cancel both accounts & a full refund. I have dates and times recorded, as well as who I have spoken to with Orkin. Also, my online Orkin account reflects that the termite inspection for my renewal was completed 9/28, which is not true as my renewal was not due until the second week of Oct. It has been 45 days since I paid the $313.95, and no service of any kind has taken place at my home since then. When I was receiving service from the ***********, it was excellent. The **************** customer care is absolutely terrible. Lastly, my father pre-paid for a 1-year service. I believe he is due a refund of one service fee that would've taken place this winter. He is elderly, and I handle his business affairs for him. My phone number is on his account. He would like a refund for the last service fee that has been paid for but has not taken place yet.

  

  Business Response

  Date: 12/04/2024

  We apologize for the inconvenience and the experience Mrs. ******* has received in this matter. The Region Manager contacted Mrs. ******* to discuss her concerns and agreed to refund this year's termite renewal and the credit on her father's account. Again, we apologize for the inconvenience this may have caused and if she has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 12/06/2024

  The regional manager stated he would try to refund the amount to my original payment method, and he would let me know if he was able to process it.  I have not received the refund, nor have I heard from him.  

  

  Business Response

  Date: 01/07/2025

  We apologize for the delay and experience Ms. ******* has experienced with Orkin, we strive for excellent customer service, and it looks like we fell short.  The local branch has cancelled the account and has issued a refund. 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 ************.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22561816
  
  I am rejecting this response because:  I have NOT received my refund.  I have been asking for this refund of $313.95, as well as my Dad's refund of $81.60, since Oct. 7, 2024.  I have been told twice that it will be refunded, but I do not have the refund.  On Dec. 2, 2024 I spoke with Mr. ***** (regional manager) and he stated I should receive my refund in 1 - 2 weeks.  It has been well past that.  Orkin has stated twice to the BBB that my refund will be issued, but it has not been received.  No proof has been provided that it has been issued.   

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

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22561816
  
  I am rejecting this response because: a termite inspection was NOT rendered on 12/27.  My crawl space is accessed from inside my garage.   I also have security cameras outside my home. I am alerted when someone is on my property. Orkin has not been on my property at all for several months - well before I requested to cancel my accounts the first week of Oct due to poor customer service. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/16/2025

  We apologize for the delay with the refund check, the ************* is waiting for the check to be processed and delivered to their office. As soon as it arrives, they will contact Ms. Leasure for her delivery preferences. In the meantime, if Ms. ******* has any further concerns, she may contact us at ************.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22561816
  
  I am rejecting this response because: It has been 44 days since I was told I would receive a refund.  Now their response requests that I continue to wait.  I informed Mr. ***** on Dec. 2, 2024 that I would like my refund issued to my original payment form which was my **********. I also informed him that my step-dad paid with check and would like it refunded via check.  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/20/2025

  The local branch received Ms. ********* refund check and contacted her discuss the delivery. Per Ms. ********* request Orkin will deliver the check to her on 1/23/25.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22561816
  
  I am rejecting this response because:  I haven't received my refund check yet.  If I receive it as discussed, I will immediately close this case.  My dad's refund still has not been addressed/received.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/28/2025

  The *************** has researched the refund, and Ms. ******* has received the refund checks and signed the Cash Settlement Refund Release. Please see the attached settlement with signatures and copies of the check. If Ms. ******* needs anything further, she may contact us at ************.

  Customer Answer

  Date: 01/29/2025

   
  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:11/15/2024

  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.

  Back in August on the 24th, Orkin completed a job for a plastic and moisture barrier in my crawl space that was not only not fully completed but actually not needed, from the start I was lied to. ***** had initially sent out an employee for a crawl space inspection, only for this individual to tell me that I had mice remnants and that my plastic barrier needed to be replaced. I agreed to this service only because I believed this was the case. I found out later on after having another friend of mine come out to check the crawl space that was not the case at all and there was no mice nor did the plastic or moisture barrier need to be replaced. The job was supposedly started on the 24th but all I received was a text message to say a crew was available that day to start the job. I never received any sort of texts or pictures not even a call the job was done. This is where things got worse. Since the job was started while I away in ******, it was not until I got back that I noticed nothing was done to the full 4800 dollars this company charged me. I had a friend come out to find that there were multiple piles of debris throughout the crawlspace and pieces of insulation still on the floor joists. The debris was supposed to be cleaned out and it was just covered with new plastic and not actually taken out. Secondly, trash was left outside for over a month and when I contacted the regional manager about this, he indicated I should have been the one to contact Orkin to take care of the problem and I didn't give Orkin a chance. Leaving that trash with insulation out when I have two dogs could have proven serious issues for them. The condensation pump and dehumidifier were also messed up. The condensation pump was flipped over with water spilled on top of the new plastic and the hose was ripped that allowed water to be pumped out of the crawlspace. The dehumidifier was hit causing improper flow of water. I'm just upset with how this whole thing was handled.

  

  Business Response

  Date: 12/04/2024

  We apologize for the experience Ms. ****** has received, Orkin strives for excellent customer service.  The ********************** Manager contacted Ms. ****** to discuss her concerns and when he met with her in September there were no issues at that time. He offered Ms. ****** $1,000 off her financed amount due to our oversight during the service. Again, we apologize for the inconvenience in this matter and if Ms. ****** has any further concerns; she may contact us at **************.

• Initial Complaint

  Date:11/12/2024

  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.

  On 10/27/24 i reached out to Critter control because i heard sounds in my attic.They came out Monday 10/28/24 to address my problem. They went over the contract based on what they felt i needed to correct my Critter issue. My contract covered them setting traps, remove critter then seal up the roof to avoid anymore issues that was supposed to last 4 or 5 months.They charged me $1863 The contract had them coming out several times to check the traps and remove any critters.They would set appointments to come out saying they did not need anyone to be there., They would arrive at an unscheduled time then call saying i needed to be there. They would also set appointments and not show up. I lost several work hour's and Money waiting for them to arrive. When they caught the critter they put tape to cover the hole.The sales *** that sold me the contract said the hole would be patched up with metal tar and shingles. When they caught the critter they patched it with tape instead. i was told that i was given incorrect info and needed to call a roofer to close the hole right away. I shared that no one told me when i signed the $1863 contract. As a result a critter got back in and we had to start the entire procedure again. I then receive a bill for $869. I had to call to let them know it was there fault the Critter got back in and that i should not have to pay anymore then what the contract said. This time they continued to miss appointments and would come at the wrong time. After i complained over and over they finally patched my hole with the correct materials. The job is subpar. I feel that i did not get what i paid for and was given the wrong information because they wanted my money.I am asking for a partial refund of $800 to hire another company to correct my issue.

  

  Business Response

  Date: 11/14/2024

  We apologize for the experience the ******* have received; Critter Control strives for exceptional customer service.  The Technician went to the ******* home and performed a temp repair with metal and tar to the area so no animal could reenter, and no water could get into the repair.  We let them know that a roofer would need to repair wood rot and replace shingles.  Critter Control also submitted a refunded for $499.00.  Again, we apologize for the inconvenience in this matter. 
  

  Customer Answer

  Date: 11/14/2024

   
  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. I am pleased that they reached out and gave me a partial refund to make up for the problems, and am satisfied with their efforts. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/12/2024

  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 Jul 03, a Warranty Consultant came to my home and sold me the Taexx Pest Control Service, with a promotion that $100 for the first quarter and free for the second quarter, then $129 for the following quarters, no contact. On Oct 23, I got my second quater treatment. After the treatment, I was charged $129+Tax for the treatment, which should be free according to what the consultant said. I called the customer service on Oct 30 for help, they told me some one will call me back to solve it, but I never received a call. I messaged to the warranty consultant on Oct 31 and Nov 6, he confirmed the second quarter should be free and will refund. But I haven't receive refund and no more feedback until now. By the way, I refered one of my neighbors to him which should give me another free quarter but I don't really expect it now. I am asking a refund of the second quarter and no future service please.

  

  Business Response

  Date: 11/20/2024

  We apologize for the delay in this matter. The manager tried contacting *** **** to discuss his concerns but was unable to connect, the manager has left two voicemails letting him know that the refund was issued on 11/13 back to his credit card.  *********** has any further concerns; he may contact us at ************.

  Customer Answer

  Date: 11/20/2024

   
  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:11/12/2024

  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.

  On Oct 21, 2024 I had an exterminator come and spray only the hornets in a corner of the room. I had sprayed in the ceiling tiles the days before because there were so many. I assumed the exterminator would locate and remove the nest he responded they don't look for nest they speay where they see activity. And that the spray would kill them for up to 6 weeks. Now there are random ones that have been found in the kitchen and living room and on occasion there are some still in that main bedroom downstairs. Very much alive.Sprayed the wasp nest on the porch. Most died but there is still activity. I was told there was a 30 day window where if needed they would send someone out to redo it if needed. Oct 22, 24 I called back and said there was still activity the representative said someone will return my phone call to see if he could come out the same day.Oct 29, 24 I called back seeing as how there was 2 hornets one in the bed and another on the window. Now that representative asked me to hold while they get someone to come out after waiting 10 minutes I had to enter a meeting and had no choice to hang up. However I thought I would still receive a call back because it was documented for the 2nd time that I still had hornets in the bedroom. Nov.7 2024 after spraying myself and decideing to start looking around for someone to come find the nest I called and asked for a refund was told a "********" I believe that is what the name sounded like would give me a call back.Nov 9 called again about refund was told branch manager would call me back.Nov 12 called again left a vm saying I would like a refund due to the service not being complete got a return call and once again am told the manager will give me a call.Sent an email to the branch on Oct 31, 2024 asking for a refund due to the hornets.Last week an inspector saw wasp activity on the porch and how the ceiling couldn't be repaired because of the hornets.

  

  Business Response

  Date: 12/04/2024

  We apologize for the inconvenience in this matter. The Service Manager met with Mr. ** ***** on 11/14 and inspected the kitchen area, which Mr. ** ***** wanted inspected. The manager also asked to see the bedroom area that he determined was the main source of the activity, but he only the exterior treated due to the smell of the products. The manager treated the exterior as requested and let Mr. ** ***** to call him if they noticed any future activity. Again, we apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:11/12/2024

  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.

  We signed annual contract for pest control and mosquito control. Though they take automated payment every month, they have not provided services consistently. First, we followed up for 3 months through phone, email and in-person visit to their office. Then they came for 1 service. Again for last 2 months they have not provided services. We got an email that technician is coming but the technician texted that he couldnt come. We followed up again through email but no response.

  

  Business Response

  Date: 11/14/2024

  We apologize for the inconvenience in this matter.  We would like to escalate your concern but need a little bit more information. Please let us know which pest control provider was rendering your service. Thank you 

• Initial Complaint

  Date:11/12/2024

  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 got this service for my Dad that lives at *********************************************************************** *********** was a little under $600 dollars. I paid for in full for one year. I actually had to drive to ********** to pay for it. I told the lady there that I wanted to pay it in full because I didnt want it to keep charging my credit card and she said that was fine. My Dad has not had service since July. No had not spoke with him since July. They called him in October with not even speaking with him. I called ******** *******. Asked her for the corporate number because this doesnt seem right. She said oh no this is a franchise theres no head person. So even if youre not getting serviced by them youre still going to be billed. That lady at that office know I came there to purchase one year of service. I know I may not get my money back but you would be a fool to deal with them, knowing that after your year is done they will bill you 5 months later even if they had not spoke with you or coming out to your house period. So if i had paid in cash then what. This seems wrong to me. Ive had pest control before and Ive never heard of them billing you 5 months after your contract that was paid in full Nov 11 I was billed $83.44 a year ago I paid $550 for a year of service

  

  Business Response

  Date: 11/15/2024

  We apologize for the delay in this matter. The ***** Franchise has refunded Ms. ******** credit card and cancelled the account per her request. If Ms. ****** has any further questions, please contact us at ***************.

  Customer Answer

  Date: 11/15/2024

   
  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,
  
  Charletti ******

• Initial Complaint

  Date:11/11/2024

  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.

  I am filing a formal complaint regarding the unsatisfactory service, poor communication, and harassment Ive experienced with ****** ****** location at ************************************************************************************After contacting Orkin for pest control due to cockroaches in my kitchen, I was assured that early intervention would prevent an infestation. However, on the first visit, the technician only applied a minimal spray along the house perimeter and didnt perform a full treatment or explain necessary steps. Despite being charged monthly, the ***** issue worsened, and larger roaches began appearing. When I reported this, a second visit was scheduled, but the technician arrived unprepared, without traps, and didnt return promptly to complete the job.After filing another complaint, I decided to cancel due to the ineffective service. However, I continued being charged. Then, I began receiving harassing calls from a collection agency (Rollins *************** demanding payment without clear explanation, despite the unresolved service issues. This raises serious privacy concerns, as my information was shared with a third party without my ********** summary, my concerns are:Inadequate Service: Despite monthly charges, the pest issue remains unresolved.Poor Communication: Orkins technician was unprepared, and follow-up was lacking.Privacy Breach: My information was shared with a collection agency without authorization.This experience has been distressing and unprofessional. I request immediate cessation of charges, an end to collection calls, and assurance that my personal information will be protected.Thank you for addressing these concerns.

  

  Business Response

  Date: 12/04/2024

  We apologize for the delay in this matter. The Branch Manager spoke to Mr. **** **** and apologized for his experience with the ****** branch, and let him know that we are having the money owed retracted from bad debt and will eliminate all charges for the services that were not performed at the expectations that we had set. The manager left his phone number so he may contact him directly if anything else was needed on his end. The account was recalled from bad debt and cancelled.  In the future if Mr. **** **** ever 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 ************.