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

  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:11/04/2024

  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.

  Saw roaches in my kitchen. Called *****, ************. They provided two full services and another visit on 29 Oct. tech said should see results within ***** hours. This morning found ***** in covered coffee coffee cup. Call orkin to request cancellation of agreement. Talked to clerk then supervisor. Both refused to cancel agreement. What to do next?

  

  Business Response

  Date: 11/07/2024

  We apologize for the inconvenience in this matter, the Branch Manager contacted Mr. ****** to discuss his concerns and apologized for experience he received. The Manager let him know that they have cancelled his account per his request, and if he would like us to ever come back out to help with his pest problems we are here to help. Again, we apologize for the inconvenience in this matter and if Mr. ****** has any further questions; he may reach us at **************.

  Customer Answer

  Date: 11/07/2024

   
  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:11/02/2024

  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.

  This company continues to send unscheduled pest control people to my home when no one is there allowing them in to perform service and still charge me. Ive asked them to not come to my home unless I confirm. This way they're allowed in to perform services. I need the past due bill charges removed.

  

  Business Response

  Date: 11/07/2024

  The Region Manager contacted Ms. ****** to address her concerns and made the appropriate adjustments to her day/service time, as well as job instructions.  The manager scheduled a callback service to complete the September PDS. We apologize for any inconvenience in this matter and if Ms. ****** has any further concerns she may contact us at **************.
  
  

• Initial Complaint

  Date:10/31/2024

  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 hired orkin to get rid of bees and the nest. They came out and sprayed alot of bees died however they were unable to locate and destroy or remove the nest. The bees are not active now because of colder weather with the nest still there I'm afraid I will have the same problem in the spring when they become active again. I paid over $400 to have professionals take care of this and they didn't find and destroy or remove nest. I am therefore requesting a refund as I still have the nest. I have contacted my local orkin office and corporate at least 8 to 10 times. I keep being put off by them telling me they have to escalate my call and someone from management and or the regional office in 24 to 48 hours. I have wai48 hours 2 or 3 times and no one ever called me from management or regional office . I am very dissatisfied and disappointed with this companies customer service as well as the service I received.

  

  Business Response

  Date: 11/09/2024

  We apologize for the inconvenience in this matter, the Region Manager spoke to **** ******* to discuss their concerns and the bee issue.  The nest is inside a wall that is not accessible which is why it wasn't removed. If the Swalgins has any further concerns they may contact us at **************.

• Initial Complaint

  Date:10/31/2024

  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.

  We paid a significant amount to exterminate bed bugs in our home. While I was initially okay with their efforts to remove the bed bugs, several months later, we still find them every other week.We were informed that a refund was possible, but the company wanted to attempt additional treatments before we requested one. Now that I am asking for a refund, they are challenging me and misrepresenting my wifes statements to avoid issuing a fair refund. After we requested that ****** ******** not put words in my wifes mouth, he offered us an inadequate additional refund.I do not appreciate being misled and then faced with negotiations. I no longer feel comfortable having this company with my wife and children in my home. If a team member is willing to lie in this situation, I do not want them around my family.

  

  Business Response

  Date: 11/12/2024

  We apologize for the experience the ************ have received, ***** strives to provide our customers with quality products and services as well as the most well-trained employees anywhere.Comments such as the ************ help us to achieve these goals by letting us know when we fall short. The Region Manager has agreed and processed the refund check for $2,500.00.  In the future if the ******* ever have a need, we are hopeful they will give us another chance to prove our commitment to providing exceptional pest control services. They may contact us ************.

  Customer Answer

  Date: 11/13/2024

   
  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:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted with Critter Control (Rollins, Inc.) on 10/23 after a free 1 hr inspection. Inspector noted our pest issues and presented a plan of traps throughout the house in hot spots and bait stations outside. He assured us that they evaluate the bait they use and will make changes as necessary. Before he left, he said he had one exterior bait station on him and would put it out however he failed to do that. The technician came next day. I was informed upon arrival that they would not be putting anything outside and would return in 5 days to do this. They proceeded to put down the exact same traps in the exact same places that we already had done ourselves and used the same exact bait we were using (peanut butter). I called ***** immediately and expressed concern over this plan and did not see how this would resolve our issue as it was exactly what we were doing. He told me to trust him, so I mistakenly did. Fast forward 5 days later, and seeing mice a few times within my home and finding mouse droppings throughout, the company caught 0 mice. The tech came to check the traps and even said he was surprised they did not catch anything. They did not change any bait or freshen anything up - just left everything as is. They did catch 3 mice in an outdoor crawl space which I am aware of but the issue we are focused on is the interior of the home, I am not surprised that mice were caught outside where they obviously live.We called the company requesting a partial refund. We paid $630 for the set-up service. We're willing to pay $150 to cover the labor and traps so far, requesting a refund of $480 which we feel is fair. We were denied this and said there is nothing they can do to issue a refund, despite the full scope of the service not being preformed, performance being inadequate and not what was promised during the sale process, and being made aware that I was already not happy on the first day of service and considered cancelling my service then while on the phone.

  

  Business Response

  Date: 11/20/2024

  We apologize for the experience Ms. ***** has received; Critter Control strives for excellent service. The manager contacted Ms. ***** to discuss her account and agreed to refund the requested amount of $480.00. If Ms. ***** has any further questions; she may contact us at ************.

• Initial Complaint

  Date:10/30/2024

  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.

  We would appreciate your help in getting ***** to complete a project that was agreed to on April 15, 2024. Although it was originally estimated that the project would take less than a week, it is now entering its seventh month. The project consisted of three parts: mouse abatement, the installation of solar snaps, and the installation of leaf stoppers (i.e., gutter guards). The first two parts were completed (more or less) in May. Installation of the leaf stoppers was delayed until the required materials were received. Although this occurred in late May, the installation has not yet been completed. The excuses for repeated delays and no-shows have been many and varied, with the latest being that ****** manager forgot to order additional parts. My last two inquiries as to the project's status have not been responded to.The full amount due for all three parts of the project was invoiced on May 22 and paid on May 25.

  

  Business Response

  Date: 11/20/2024

  We apologize for the experience Mr. ******** has received. The manager contacted Mr. ******** to discuss his concerns and replaced the leaf stopper on his home with the preferred product that he preferred on 11/15/2024. Again, we apologize in the delay in this matter and if Mr. ******** has any further question; 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:10/29/2024

  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.

  Several times Ive gotten in touch with Orkin about them not coming to the house and spraying on 9/25/2025 and them charging me. They continue to do nothing and are still sending bills.

  

  Business Response

  Date: 11/20/2024

  We apologize for the inconvenience in this matter.  The local branch contacted Ms. ****** to discuss her concerns and let her know that she does not have a balance on the account.  We apologize for the inconvenience this may have caused.  ************* has any further concerns, she 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:10/29/2024

  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 was suppose to come to my house Friday August 30, 2024 between 6 and 8 p.m. to render services and didnt come. I called them on Saturday August 31, 2024 to see why they didn't come and they stated the appointment was changed to Saturday October 26, 2024 between 8 and 10 a.m. (I requested they come on sales because that's when I would be home becauseI work Monday through Friday from 8-5:30) Orkin DIDNT CALL to let me know they weren't coming on August 30, 2024. I called 3 weeks ago to make sure they were coming Saturday October 26, 2024 between 8 & 10 and again, no one showed up. I called and asked the services be canceled and the young man said he would cancel the services. Around 7:30, 8 that Saturday evening I get a text messge and email that they were coming between 8 and 10 a.m. Tuesday October 29, 2024. I called Orkin back Monday October 28, 2024 and told the young man asked that the services be canceled because they never showed when they were supposed to and i got a text and email stating they would be put Tuesday. He told me they were computer generated messaages and that's why i got them and the services would be canceled. I received a text on Tuesday October 29, 2024 stating that Orkin was at my house. The guy called and i told him i had canceled the services because no one showed up on august 30 or October 26. He said that i was suppose to cancel 30 days ahead of time and i told him the guy i talked to didn't tell me that and i hung up. He called back and left a voicemail saying i would still have to pay for the service whether i was there or not. I called customer service and told the young lady i asked them to cancel my services and someone still came out. I told her they had missed 2 appointments and didnt let me know they weren't coming and she ssid she would let the managaer know but i was supoose to let them know 30 days before the appointment. I told her i work monday through friday and that's why i had the appointmentss on Saturdays

  

  Business Response

  Date: 11/26/2024

  We apologize for the inconvenience in this matter. The manager contacted Ms. ******* letting her know they were removing the balance, and the **************** will be free of charge. The branch has noted that she needs to be called a day before and can only be ran on Sat due to work schedule. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:10/29/2024

  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.

  6/13/23 signed contract and paid ***** $1800. I am a senior citizen living in ********. For 3 year contract including digging trench around my home and termiticide application. Subsequently I found termite activity in Mid July of 2024. 8/1/24 an Orkin inspector visited and found termite damage in the wood floor of my bedroom. Also termite activity behind dresser in bedroom. He indicated in writing he would be back and treat. never heard from ***** after this. I live in ******** and the maintenance **** calls were unanswered. After unbelievable attempts to contact Orkin I finally reached ***** ************. He stated they would look into refunding my $ however I have never heard anything.

  

  Business Response

  Date: 11/25/2024

  We apologize for the experience Ms. ******** has received. We strive for excellent customer service, and it looks like we fell short.  The local branch has resubmitted the refund check for $302.82 and Ms. ******** should receive the check in 10 to 14 days.  In the meantime, if she has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22486474
  
  I am rejecting this response because:
  I paid $1822.23 for a three year contract with Orkin.  $1425. For original treatment.  Additional renewal 2 years $284.  Sales tax $113.33.  Work completed by Orkin 6/22/23.  July 26, 2024 termite damage was seen proving Orkin was negligent in protecting against termites. Also negligent in responding to calls. A small claims suit for $1822.23 has been filled with the Superior Court of ********** for $1822.23 plus costs. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/01/2024

  We apologize for the delay in this matter. The *************** is researching Ms. ******** additional information and will continue to work with Ms. ********* In the meantime, if she has any further concerns, she may contact us at ***************

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22486474
  
  I am rejecting this response because:
  I am rejecting this response because:
  I paid $1822.23 for a three year contract with Orkin.  $1425. For original treatment.  Additional renewal 2 years $284.  Sales tax $113.33.  Work completed by Orkin 6/22/23.  July 26, 2024 termite damage was seen proving Orkin was negligent in protecting against termites. Also negligent in responding to calls. A small claims suit for $1822.23 has been filled with the Superior Court of ********** for $1822.23 plus costs. 
  Sincerely,
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/29/2024

  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.

  My name is ******* **** and I formerly received services from *****. On September 30, 2024, I called ***** to cancel my services at ****************. I was told that you have a thirty day cancellation requirement. I informed the representative that I did not want anyone coming to my home and servicing it on October 9th and wanted it cancelled on that day. I was told Fine and the representative hung up. I received a reminder email that Orkin was coming to my home on October 9th and called a second time. I explained to a different representative that I had cancelled my services with *****. He assured me that he saw the cancelation and that no one would come to my residence. In October 9th, while I was away and during a hurricane, a representative came to my home and serviced it according to their report. Then I was charged $55.00. I have called the manager of the Orkin store, three times and not received a call back. I would like to be contacted as soon as possible regarding this issue.

  

  Business Response

  Date: 10/31/2024

  The Branch Manager spoke with Ms. **** and thanked her for her feedback and apologized for her experience. ***** strives to provide our customers with excellent customer service, and it looks like we fall short; moreover, the manager refunded her the amount of the service that we performed against her wishes. Again, we apologize for any inconvenience in this matter.