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

• 

  HomeTeam Pest Defense

  12677 Silicon Dr Hts San Antonio West San Antonio, TX 78249-3412

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  

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:05/25/2025

  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.

  On the afternoon of May 14, 2025, I contacted Orkin Pest Control to schedule a same-day service. I was given an appointment window of 4:006:00 PM, which was later confirmed via email.After the confirmation but before the scheduled appointment time, I was contacted by a representative named ***. However, no service provider ever showed up during the 4:006:00 PM window.Following the missed appointment, I reached out to *** to let her know that no one had arrived. She then forwarded me the personal phone number of a supervisor. I attempted to contact the supervisor but received no response.Since May 14th, I have made multiple attempts to get in touch with ****** customer care team but have been unsuccessful in reaching anyone. This lack of communication and failure to deliver the promised service is extremely unprofessional.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/02/2025

  We apologize for the inconvenience in this matter. The Region Service Manager contacted Ms. ******** to discuss her concerns and followed up with the service that was provided on 5/29/25.  Ms. ******** stated she had no further concerns and the Region Service Manager gave Ms. ******** his cell phone number if any concerns arise. Again, we apologize for the delay in this matter. 

  Customer Answer

  Date: 06/02/2025

   
  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:05/22/2025

  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 have been a customer with ***** since 2011 and in that time my grandmother has paid $500 annually plus $100 bi-monthly. Now in 2025 Im inquiring as to what that $500 fee is for annually and nobody has any clue. It doesnt show up on my online account, the phone center has no clue as to what its for, and the installer has no idea. According to their records we started in 2013 (but I have the original contract from 2011). When asking to speak to a manager or account manager to explain the charges they say someone will call you and they never do. It seems very clear to me that Orkin has stolen $500 a year over a 15 year period from my grandmother. Even still I just want a proper termite service and Ill pay whatever is appropriate for that but instead I get the run around and nobody ever even contacts me. The person who answers the phone has a very poor attitude and is no help at all in finding the information or getting me to someone who can help. Meanwhile I have a pile of termites in my back yard and bait stations that look like they are also 15 years old and never touched. For $20,000 over 15 years this is the treatment my family deserves? I paid the $500 this week to keep the service active and it doesnt show at all in my account. I asked for a receipt and they said they would send it but they never did. I would like to be compensated for the $500 fee that we were improperly charged from 2011 through 2025. Whether in a check or store credit.

  

  Business Response

  Date: 06/17/2025

  We apologize for the inconvenience in this matter. The local branch contacted Mr. ******** to discuss his termite billing and how it worked. Mr. ******** has chosen to pay his renewal all up front. Again, we apologize for any miscommunication on our part in this matter and if Mr. ******** has any further concerns he may contact us at ************.

  Customer Answer

  Date: 06/17/2025

   
  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:05/22/2025

  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.

  I am owed a $480.00 refund check which I have yet to get back for over 3 months.

  

  Business Response

  Date: 06/02/2025

  We apologize for the delay and inconvenience in this matter.  The manager contacted Ms. ***** to discuss her concerns and processed a renewal refund for $480.00. Once the refund has been received at the branch they will be call her and let her know it was received and will be mailed that day.  Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 06/02/2025

   
  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:05/21/2025

  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 is a service contract for service date 5/20/2025-5/20/2026. Premium for contract was paid in April 2025. I request ***** to cancel the contract and refund my money. Request was made in early May before contract period began. They are refusing to refund the money.

  

  Business Response

  Date: 06/16/2025

  We apologize for the delay in this matter. The *************** has researched the account; the future renewal has been refunded and mailed to Ms. ******* please allow 5 to 10 days for mail delivery. Again, we apologize for the delay and inconvenience in this matter. If Ms. ****** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:05/19/2025

  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.

  Health Reaction During Treatment:During the treatment, I experienced a severe allergic reaction, including eye burning, throat tightness, muscle spasms, stomach pain, weakness, and headache. I had to leave my home mid-treatment and when I returned home around 7pm I began experiencing the same symptoms and made the decision to stay in a hotel overnight due to the intensity of the reaction. I ended up calling the Poison Control Center line and explained my situation and was informed that there have been cases of physical reactions to Termidor, but that the symptoms eventually went away.Chemical Residue Found Inside Home:When I returned the following morning after my hotel stay, I discovered chemical solution on the ground and on some of my personal clothing, despite being told the treatment would only occur in walls and the attic. This is unacceptable. I have photos of this as well. I began to experience the same symptoms as the day prior as I attempted to do a deep clean of my home and had to leave the house again.Failure to Inform About Safety Precautions:The following day (May 6, 2025), ****** ******, Termite Service Manager, came by to relocate the bait station. He asked me if my A/C duct system was in my attic, to which I responded "yes". He then informs me that attic treatment required the A/C system to be turned off during treatment and for a few hours following treatment something I was never told, and which likely worsened my reaction as the chemicals circulated through my home. During the treatment of my attic, the technician wore a mask, but since I was at home working, I was breathing in the Termidor the entire time I was there. This is a huge oversight and had I known this, I would have turned off the a/c and avoided all this mess. I called ***** ******* twice after finding this out, and he was away from his desk both times, and when I left a message with his office administrator, I never received a call back.

  

  Business Response

  Date: 06/02/2025

  We apologize for the inconvenience in this matter. The manager contacted Fedora ********* to discuss the allegations and health concerns. The manager previously emailed the ********** a copy of the service record of all products used on her property. The manager had reviewed the standard service and explained to Ms. ********* that the two products used in her home ********* and Termidor SC.  He advised her that Orkin will not be refunding the cost of the service or hotel expenses and apologized for her not feeling well. If Ms. ********* has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:05/19/2025

  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.

  A residential pest control service agreement was signed on 5/29/24. The amount remitted with the agreement was $207.00. I called Orkins around 12/16/24 (a treatment was done on 12/18/24) to request my treatments be stopped for the winter months (1/25, 2/25, 3/25, and 4/25) to resumed in 4/25. Per the representative that answered the phone, I could stop the treatments. She informed me of nothing else. In 2/25 (I notice a charge from Orkin on my bank statement for 1/25). I called Orkin, i informed the representative I was not currently receiving treatments, but I had been billed. She indicated I still had to be billed, due to the contract. She did not indicate ***** would count the months I did not receive treatments as months treatments had been received. I learned on 4/23/25, the months of 1/25, 2/25, 3/25, and 4/25 were viewed by ****** as months services had been provided to me. Orkin provided treatment on 4/23/25. I have spoken (4/25/25) with a representative by the name of ***. He offered to provide 1 more month of treatment and for me to call Orkin when services are needed, in the future. I was at work while speaking with him. I informed him I would call him after I review the contract, again. I texted and called him - 4/28/25 and 4/29/25, respectively to indicate I would accept his offer. He returned my call but only left the message that he had called. He mentioned nothing about my call responding to his offer. Note: My contract lists the company's name as Orkin Pest Control at **************************************************************************************.

  

  Business Response

  Date: 05/28/2025

  We apologize for the delay in this matter. The branch manager contacted Ms. ****** to discuss her concerns and is refunding three months' worth of Pest Control Services. Going forward Ms. ****** will call the branch for ********** and will pay at the time of service (odd jobs/one times). Again, we apologize for any inconvenience in this matter. If Ms. ****** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 05/29/2025

   
  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:05/18/2025

  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.

  Twice Ive paid orkin cash and the other with my bank card. After the cash payment of $1500, I checked my account and orkin had in addition to taking $1500 cash they also used the card on file for monthly payments and withdrew $1500. $3000 gone in the weekend when I had contractors coming on Tuesday. To their credit they put money back on my account by Tuesday. Second time they said I owed $13.85, paid over the phone before they came out. Billed later same amount.(will double check it, paid it again).. No apology from branch manager ***** ********. Next visit, the employee was confused on the services he was providing and had to call the office. They tried to charge me $78.11 for informing their worker of what my services were. I paid for bedbug, mice, and roaches. The employee says hes spraying for roaches. *** did I pay the $1500 for? They think Im stupid, or are trying to cheat me. Perhaps a good service, but totally incompetent with billing, call backs. Thats why I pay with credit card. Who goes to a job and doesnt know the service they are there to perform and good thing I asked what he was spraying because they told me I would have flea and mosquito protection. Too much confusion over billing, my blood pressure is up a d Im angry that I have my bank receipt. Save yourself the frustration, its not wort.

  

  Business Response

  Date: 06/02/2025

  We apologize for the inconvenience in this matter. The Branch Manager contacted Ms. ****** to discuss her concerns and explained the pre-billing process and removed her from pre-billing. Ms. ****** was refunded the $1500.00 in March and all cards were removed from the account and will pay the Orkin Pro directly at every service going forward. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:05/15/2025

  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.

  Ive been attempting to cancel a service for some time now and each time I call, a new person takes a message for a manager who never calls back. They say Im not able to cancel until late next year. Ive been a loyal, paying customer for 4+ years but no longer want to do business with them. They do not have recourse to charge me for another year or more. This seems classic bait and switch as I was told after 2 years I could leave whenever I chose to. The office in question is ***************** , ****************************. The manager is ***** *****. He doesnt return calls.

  

  Business Response

  Date: 06/02/2025

  We apologize for the delay in this matter. The branch manager contacted Mr. ******** to discuss his concerns and explained the Termite and Pest Control Agreements. The Branch and Service Manager are scheduled for an inspection on 06.06.25. In the meantime, if Mr. ******** has any questions, he may contact us at **************.

• Initial Complaint

  Date:05/14/2025

  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.

  My son who visited me, found the line cracks littered the ceiling in the garage on 4/12/2025. I didn't notice until he found it. I was concerned about the cracks, so I had my son coated as a temporary. He left to **. I emailed Orkin on Sunday & called on Monday 4/14/2025. Two men came for invest for cracks celling on 4/22/2025. I had termite inspection last October 2024. I am Orkin customer so long (over 24 years) In the meantime no one investigated the attic. But the inspector (****) forced me to invest the attic, despite I refuse. I explained to them. The Service manager, Mr. ******* ***** said, we would report our manager it and have it repaired. I haven't hearted from them so when I called the office Mr. ******* ***** or manager, Mr. ***** ****** always gave me various excuse and didn't answer. Mr. ***** told me twice that he would repair it. I will mail BBB copies of these correspondence soon. Managers should teat customer with honestly. Even they don't apologize me. I mailed the estimate them on 5/09/2025. Thank you.

  

  Business Response

  Date: 06/05/2025

  We apologize for the delay in the matter the local branch has inspected Mr. ******** home and observed the ceiling in garage where a repair had been attempted to cover where drywall tape had been.  Ms. Dennis was suggesting that an inspection was performed in the attic 6 months ago by a slender inspector and maybe that did it. The manager let Ms. ****** know that this is normal for an older house in this area and if it was the inspection damage like this would be everywhere and Orkin was not responsible. If Mr. ****** has any further questions, he may contact us at ************, we are happy to assist.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23331533
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/06/2025

  We apologize for Mr. ******** dissatisfaction with our inspection. If Mr. ****** could contact the Branch Manager, ***** ****** at ************ we are happy to assist.  

• Initial Complaint

  Date:05/14/2025

  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 received services September 2023. I heard bats in the wall above my bedroom. I told them I was having a baby and wanted this resolved ASAP i was charged almost $6000. They said they needed to change insulation on my third floor etc. since then i have called them at least ten times. The insulation fell within a month I still hear the bats. I told them again where the noises are coming from someone came and said he saw where they could be coming in and will send someone else to fill the space and put a bat trap there. No one was sent I called again after threatening to sue them they sent someone out after a snowstorm he was unable to fix the issues. I asked him to make sure they schedule me for the spring to get these issues resolved. He assured me this will be done. Still no calls no appointments and no resolution. Insulation is still down causing me to not be able to use those space and bats are still stressing me out at night. I told them I believe that are waiting for my warranty to run out. This is disgusting business. To pay that amount of money before having a baby with no resolution. No consistency and unknowledgeable employees is stressful.

  

  Business Response

  Date: 06/13/2025

  We apologize for the delay in this matter. The manager has tried contacting Ms. ******* to resolve her concern. We will continue to resolve her pest issues, in the meantime if Ms. ******* has any questions, she may contact us at **************. Thank you for your patience.