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: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.

• Initial Complaint

  Date:10/28/2024

  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.

  Work was performed on 10/16/2024 Amount charged $5,850 Kind of work,Sanitize crawl space, sealed all entry points that was found.. My concern was that they removed all the damage insulation (around 900sq )from my crawl space and was not replaced with new insulation, (due to the amount of money I thought I was getting new insulation.. old plastic was removed and replaced with new )when I asked .. I was told for one of the employees that they dont recommend installing insulation and if I want to install new insulation it will cost me $3.700 dollars aside from the initial $5,850 ..I dont think its fair

  

  Business Response

  Date: 11/23/2024

  We apologized for the experience Mr. ******* has received, the manager contacted him to discuss his concerns and resolve his insulation issue.  The branch inspected the home and offered to reinstall the insulation at a discounted rate. Mr. ******* agreed to the offer and the team replaced the insulation.  ************** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 11/23/2024

   
  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:10/25/2024

  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 supposed to remove all insulation from my attic, close all entry points, sanitize attic and spray repellent in the attic and add 12 inches of insulation back into the attic. They started pumping insulation out of the attic on 23 September 2024, they could not complete the task because they ran out of the black bags. They returned on 26 September 2024 and finished pumping out the remainder of the insulation, at which time they only pumped in 6.5 inches (my husband measured with a ruler). They never sealed any entry points, they never sanitized the attic, nor did they spray repellent in the attic. I know for a fact because the gadget they needed to sanitize the attic was broken. After I called and complained, they returned 3 October 2024 and pumped in the remainder of the 6.5 insulation. But as stated above, they never sealed any entry points, they never sanitized, nor did they spray any repellent. ********* the supervisor left the individuals here unsupervised all 3 days. When I tried to question them about the process they acted as if they did not understand what I was saying. In speaking with the supervisor *********, he apologized for my inconvenience. He stated that "the next time he will make sure they have two of the gadgets on the truck, so they won't encounter this problem again."

  

  Business Response

  Date: 11/22/2024

  We apologize for the delay in this matter. The manager contacted Ms. **** to discuss her concerns and resolve her pest control issues. Unfortunately, we had a delay waiting for materials to be delivered so we could complete the service at Ms. ***** home.  We have scheduled an appoint with the ***** for 12/2 to finish the service. In the meantime, if the ***** have any further questions, they may contact us at **************.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22473427
  
  I am rejecting this response because: The establishment did not address the issue.  They notified me that the parts for my garage doors were in and would like to set up a date to come out and install the parts for my garage doors.  That was not the issue I was complaining about at all. That's the least of my worries.  The issue is with my attic and the fact that they did not complete the job as stated in the paperwork.  They were supposed to remove all blown and batted insulation from attic, sanitize attic, spray repellent in attic, close all entry points and add 12 inches of insulation.  They did not sanitize the attic, they did not spray repellent in the attic, they did not close any entry points in the attic.  That is the issue I have with the establishment.  
  Sincerely,
  
  ***** Pageward

  

  Business Response

  Date: 12/01/2024

  We apologize for the delay in the completion of the service. The local branch is scheduled on 12/2 to meet with the Wards to complete the service and discuss any further issues. In the meantime, they may contact us at **************.

• Initial Complaint

  Date:10/25/2024

  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.

  I had a contract with *******. Termite damage was found in my outside wall. The cost of fixing was $8,000. They refused to refund me after I paid the contractor to fix it.

  

  Business Response

  Date: 11/12/2024

  We apologize for the inconvenience in this matter. The Westerns service team conducted an inspection of Ms. ***** home in February 2024, at which time no evidence of active termite activity was identified. In April 2024, Ms. ***** hired a contractor to perform repairs to her window and home siding. Upon removing sections of the siding, the contractor discovered termite damage to the window frame, sheathing, and studs of her home. Ms. ***** promptly reported this to the ************* branch manager.
  Through investigation into this claim, ******* has agreed to reimburse Ms. ***** for the cost of the repair to the home, in the amount of $7,995.00 and retreat the area for termite activity. We apologize for any inconvenience in this matter and if Ms. ***** has any further concerns she may contact us at ************.

  Customer Answer

  Date: 11/12/2024

   
  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:10/25/2024

  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.

  Technicians do not show up for appointments. I still have a major rodent problem according to inspector from Orkin yet they still charge for missed service

  

  Business Response

  Date: 11/18/2024

  The Branch and Region staff have reached out to Ms. ***** to discuss her ******* concern and let her know the account has been cancelled and the August ******* has been credited. In the future if you ever have a need, we are hopeful you will give us another chance to prove our commitment in providing exceptional pest control *******. Please contact us at ************.

• Initial Complaint

  Date:10/24/2024

  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.

  I had an account with Orkin for many years due to ********* ants. At the end of August we had a window replaced and our contractor found a huge ********* ant nest in the walls and window framing. This is the same place/issue we initially started with *****. Their website indicates next day guarantee and 100% satisfaction guarantee. I called to have someone spray inside the walls while the window was out prior to closing it up again. I was told by the lady at the Syracuse branch no one could come out for at least a week, I asked if someone from a different region could come out she said no, I asked to speak to a manger as this was an emergency and I was told they are short staffed and the manager was out in the field working. Was told the manager would call me or the regional and to this day I have heard nothing. Since early September I sent emails (9/5) online contact us forms (cant remember the dates) and finally called the main customer service number (10/7, 10/22, 10/24) who has escalated this to the regional manager, who hasnt contacted me either. No one has gotten back to me. They have violated both of their guarantees and I feel the balance of $147.95 should be removed. This has been an awful experience.

  

  Business Response

  Date: 11/12/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Ms. ****** to discuss her concerns and credited the balance on the account. Again, we apologize for the inconvenience and lack of communication on our part in this matter. If Ms. ****** has any further concerns; she may contact us at **************.

  Customer Answer

  Date: 11/12/2024

   
  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:10/24/2024

  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.

  Business is trying to FORCE on me a service I have repeatedly asked to be CANCELLED... Their options now are to cancel the service I have already spoken to them about on multiple occasions on the phone to corporate schedulers, corporate managers, and finally the local branch manager. Only the Branch manager said he would take care of it and corporate is still trying to force the service on me. Their only options now are cancel the service I had requested or they have lost a customer.

  

  Business Response

  Date: 10/28/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Mr. ***** to discuss his concerns regarding his missed service and proposed we skip the *************** and pick him back up in November.  Mr. ***** agreed to the schedule change. Again, we apologize for any inconvenience in this matter and if Mr. ***** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:10/23/2024

  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.

  In June 2024 I purchased a used refrigerator that, unbeknownst to me, was infested with roaches. I did not bring the refrigerator into my home and instead treated it with several cans of spray and put out bait in an attempt to address the issue. As the problem persisted and after extensive research on several companies, I contacted Orkin Pest Control I explained the situation, including that I was attached to another unit by ******** and agreed to pay $267 for immediate assistance. I was told that they would be able to take care of the problem and that I wouldnt need to leave my home during treatment, as I care for my mother, who is in late-stage ******************* and has severe mobility issues.I spent several days preparing the house by Cleaning extensively, moving furniture Taking everything out of the cabinets and moving everything into the middle of the rooms and ensuring the space was ready for treatment. However, during four separate visits the first visit being told we would have to leave the home for three hours and he cannot complete the service the service provided was not thorough, and I had to leave the house each time, contrary to the companys assurance. Additionally, I have video evidence showing that the service was rushed Not done according to their website and ineffective. Despite my repeated calls and efforts to resolve the issue, the infestation persists. I was told that I would have to pay more money to have someone come out again, which is unacceptable given the circumstances. When I told them about their guarantee, they basically told me too bad either I paid more money to have them come out or there was nothing they could do Despite the guarantee on their website. The ***** problem still persist.

  

  Business Response

  Date: 11/12/2024

  We apologize for the inconvenience in this matter.  Orkin tried contacting Ms. ******** multiple times but was unable to connect with her.  The refund Ms. ******** is requesting was mailed on 11/5.  Ms. ******** may contact us at ************** if she has any further concerns, we are happy to assist. 

• Initial Complaint

  Date:10/23/2024

  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 opted for ***** services to address mice problem at our house. They did an inspection and recommended some services to address mice issues. They also recommended some additional services for the attic even though we never had any problems with the attic. We trusted them and went ahead with their recommendations. They did these services on 12/29/23 and 4/5/24. The total amount we paid was 8292$.Despite spending astronomical amounts, we still continue to have mice problems. They have visited our home on multiple occasions after that but still could not eliminate the mice issues. We used to see 1-2 mice in a year but since opting for orkin service, the problem has gotten worse. In the last 10 days, we have had 4 mice trapped inside the house. Also we never had bat issues in our house. But orkin recommended some services prophylactically, to prevent bats and we went with their recommendation. After they did those services, we saw a bat inside our house for the first time in aug 2024. Our house is a relatively new house built in the last 7 years and it is not clear why orkin is unable to address mice and bat issues, though they promised they would, if we opt for their services. It feels like ***** made the situation worse than what it was despite us going with all their recommendations and paying several thousand dollars to ******* overall I am unhappy about the whole situation. I have tried to talk to the branch manager but it is very hard to get hold of anyone in the local branch. All calls go to the central ***** line and they are not very helpful.

  

  Business Response

  Date: 11/11/2024

  We apologize for the delay in this matter.  The Service Manager contacted the Anand's to discuss their concerns and rendered a **************** and placed bait stations inside the home on 10/24.  The Service Manager completed a follow up service on 10/30- inspected all bait stations, sealed gaps on east side of home by the foundation and siding. The Anand's requested attic inspection at a later date. The Service Manager has set another follow-up for 11/11 to inspect the attic for mice and bats. We apologize for any inconvenience in this matter and if the Anand's have any further concerns; they may contact us at **************.

• Initial Complaint

  Date:10/22/2024

  Type:Sales and Advertising 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.

  This company after having termite treatment costing thousands, and paying for bait stations and monitoring they fail constantly to properly pull bait and inspect for depleted bait. This has happened numberous times only to notify office to get service done correctly. On 10/11/24 orkin sent email stating service was performed an I have pictures of bait stations not touched and security camera footage that no one entered my property. We were home the entire day. Notified office of this situation and was told that technician would be out 10/18/24 12:00 - 2:00pm. Once again a no show. Contacted corporate office 10/22/24 an was assured a manager would call in the afternoon. It I 9 pm and no call. We have had issues in the past and orkin tried to ****** my service contract claiming non payment. We had to deal with corporate to get that resolved. The technicians always state that they only need to scan the lid of bait stations. Called corporate and they said the bait needs to be pulled and checked for depletion and alway run into problems with the technician.not doing it correctly. We have had reinfestation in the past due to technician incompetence. This is why I told the office I want to be notified of the inspection date! This company seen to not be able to communicate this message. I once again was not notified of 10/11/24 inspection but no bait stations were not even touched do to pictures of bait stations and security footage that they never entered my property!

  

  Business Response

  Date: 10/24/2024

  The local branch contacted Mr. ****** to discuss his concerns and apologized for the inconvenience.  The Service Manager rendered a service today, 10/24 and inspected all exterior termite bait stations around perimeter of home, detached garage and replaced six bait station. Again, we apologize for the inconvenience in this matter and if Mr. ****** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 10/25/2024

   
  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,
  
  ***** ******