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

  
• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  

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:10/21/2024

  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 signed with ***** for service to get rid of mice. It's a large payment then a monthly charge. The service rep ******** that came out on Thursday 10/17/24 pulled out my dryer in order to plug holes behind so that mice can't come through. He was unable to put the dryer back into the space it belongs. He tried for a couple hours- but said he needed his manager and would come back in the morning. They never showed up on Friday. In addition, i called twice and was told there were no managers available. And that they would call me when they were free. THey never called. Today is Monday, I called again this am and was put on hold for 57 minutes before I hung up. I have no dryer right now and am extremely inconvenienced by this. I'm going to have to pay someone to fix this issue. I would like my money back after being so incredibly inconveniened and treated so rudely. (i called on another phone and she immediately put me on hold again.)

  

  Business Response

  Date: 10/29/2024

  We apologize for the inconvenience in this matter. The Branch Manager and team have contacted Mr. ****** to discuss his concerns and scheduled a service appointment for 10/24. The service on 10/24 was rendered and the dryer has been completely connected to ventilation system and door to garage completely seals off now as requested. Again, we apologize for any inconvenience in this matter and if Mr. ****** has any concerns, she may contact us at (860) .29-0031 

• Initial Complaint

  Date:10/19/2024

  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 this company to complete a full crawl space encapsulation. I had standing water in my crawl space from the hurricane. Part of our contract was to do a full water and moisture removal prior to installing the vapor barriers. Another part of the contract was to seal all vents with an air tight seal. Also, final payment was not to be submitted until after a final walkthrough with myself and the manager. Upon completion of the job, my card was charged on 10/2/24, without any walkthrough by myself or a manager. I was charged $5698 at signing and then another $5698 on 10/2. Once I saw the charge, I went to the crawlspace since I was unaware that the job was completed and noticed that my entry door had been broken and there was standing water and moisture still present, and a vapor barrier installed directly over the top. As I entered the crawlspace, one step and water came seeping through the vapor barrier. I then went to the vents to check their air tight seal. To my surprise, it was nothing more than a piece of foil insulation taped to the wall, not even sealing the vents. Then I looked around the walls and noticed that the vapor barrier, which is supposed to go floor to ceiling in the area, only covered about 2/3 up the walls.I have reached out to my contact person multiple times and been met with the same response in different forms. The manager will reach out, the manager was on vacation he will reach out, the manager will contact you first thing Monday. It is now 10/19 and I have been avoided and ignored for over 2 weeks. I either want a full refund or the job to be completed as per the signed contract.

  

  Business Response

  Date: 11/07/2024

  We apologize for the delay in this matter. The Service Manager contacted Mr. ********* to discuss his concerns and rendered an inspection to resolve his pest issues. Again, we apologize for the inconvenience in this matter and if Mr. ********* has any further concerns; he may contact us at (*************. We are happy to assist.

• Initial Complaint

  Date:10/18/2024

  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 received an invoice from Orkin dated 3/1/24, asking for payment by 5/10/24, for my annual termite inspection. Orkin always waits for my payment before sending an inspector but this year I was surprised to receive an appointment call just after receiving the invoice. When ******* arrived he inspected for termites then said he needed to inspect my attic to determine whether I had an infestation of mice. I was hesitant but he was intent on doing it and said someone had recently been fired because they had not inspected for mice, so I relented. At one point in his inspection he said, Yep, you have mice. I asked him how he knew and he said he could hear them. In a few more seconds he said, You have a bad problem. He showed me a picture on his phone that he said was mouse droppings on insulation. Then he went out to his car. When he returned he said Orkin could vacuum the insulation and mice out of the attic, check/repair any damage and sanitize the attic area for $16k. When I didn't agree to that he reduced the treatment and the cost. After one more cost reduction which I declined, he asked how much I would be willing to pay to have the problem resolved. When I made no offer he ended up tearing off and giving me the bottom half of a page of what may have been a proposal of treatment. He had written that Orkin would sanitize, seal, check wiring and install insulation for $3,564. I said I would have to think about it and he left. Although I had doubts about ******** assessment I was very distressed about the possibility of mice in my attic. As an elderly person wearing hearing aids (which he knew before his inspection) I knew my attempt to hear mice, if they were there, would be futile. As my house is 59 years old and I have never added insulation, I worked out a deal with another company a few weeks later to do just that. Three men went into my attic, checked for mice at my request and added insulation. They found no mice and no evidence mice had ever been there.

  

  Business Response

  Date: 10/25/2024

  We apologize for the inconvenience in this matter. The manager contacted Ms. ****** to discuss her service and explained the difference between the two quotes she was given.  Again, we apologize for any confusion on our part in this matter. If Ms. ****** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:10/18/2024

  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 contracted with ***** in ********************************* my home. I have been attempting to get the inspection report since the initial inspection and was unable to do so. Finally, I spoke with a ******* ***** who sent me the report and scheduled to come out to my house this past Wednesday, the 16th which was supposed to be between 4 and 6. Mr. ****** got to my house early around 3:30 which I have video footage of. My son was home at the time and I was at the *** with my 9 year-old and asked Mr. ****** to wait to I got back which was a little before 4. I was extremely upset that the initial inspector failed to document the extent of the damage to my support beam and failed to walk around the basement to find further damage and to treat other areas with their pesticides. I advised Mr. ****** that the initial inspector was negligent when assessing the damages and writing up the report. I advised him that I am not a termite expert and so I wouldn't know where else there was damage to my home. I advised Mr. ****** that I had to file a claim in court for breach of contract and that I would have to bring Orkin in for negligence as they refused to fix the initial inspection report to include the additional damaged areas and for not treating them. Mr. ****** laughed at me and told me good luck. The following day, at 9:47 AM, Mr. ****** then retaliated against me for stating I would have to file a lawsuit and called and made a false report against me to CPS. He claimed he witnessed my 6 month-old in a heavily soiled diaper and that she was eating plaster chips off my kitchen floor. He also claimed my dogs were soiling my house and peeing and defecating everywhere. My daughter was in daycare when Mr. ****** was at my house and I did obtain a copy of the sign-in and sign-out sheets. This was a malicious and false report to CPS which is a crime in NYS and this was retaliatory and harassment. Mr. ****** had no right falsifying a report against me for being unsatisfied

  

  Business Response

  Date: 11/15/2024

  We apologize for the delay and time to resolve the complaint Ms. ************* At *****, we value each one of our customers and their satisfaction is our top priority.
  The Region Manager and the Branch Manager have reviewed *********** complaint.

  In reference to the appointment the Branch Manager did coordinate a late afternoon appointment, based on their schedules. When he arrived, her older son was home and said his mother wasnt home yet. Her son called her, and she instructed him to have the manager to enter thru the side door to do the inspection. When he completed the inspection, he went and sat in his car until she returned. Once she returned, they went back in the home to review the areas inspected, to show no active termites. 

  The Branch Manager has informed Ms. ****** that Orkin cannot provide a document stating the termite issues existed prior to her purchasing and occupying the home. It is our understanding that this is something she wants for her action against the prior owner. 

  In reference to the Branch Manager retaliating by contacting CPS and filing a false report of child neglect. The manager has never made any report. 

  Ms. Eckarts Termite account is currently active, and we apologize for the any inconvenience in this matter. If Ms. ****** has any further questions, she may contact us at **************.

• Initial Complaint

  Date:10/18/2024

  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 DO NOT RECOMMEND CRITTER CONTROL (Hampton Roads)!!On 9/11/24 I e-signed a contract and gave 1/2 deposit of ($1,166.60), for mole removal. Service was to include: 5 days of gassing w/carbon dioxide, liquid spraying and bait traps. Service started on 9/23 and semi-finished 9/27. During two of those days it rained, so tech did not gas. I was told by tech to call office, speak with **** H (manager) and she would resched someone to come back out to do the remaining two days. Needless to say, the following Monday (9/30), I was unable to reach anyone in the local office, so I was transferred to their GA office (where a message to return my call was left). On 10/2 ****** E (GA Customer Relations) returned my call, asked for my email and informed me that she will reach out to **** and have her call me. On same day (10/2) ****** emailed me saying that she reached **** and that someone will be at my home on Mon, 10/7 to begin gassing for 2 days. On 10/8 I received a bill for the remaining balance and on the same day I emailed ****** E informing her that I still had not heard from **** or anyone, and that I felt that the remaining balance should not be paid until the service was complete. It has now been 18 days since I reached out to ******, Hampton Roads District Manager, ****** D, Wildlife Inspector (assessor who came to my home) and even ****** E (GA Customer Relations) and as of today 10/17/24, I still have not received any word from anyone! It amazes me how when they want you as a customer, they are constantly calling, BUT when you have an issue, there is NO ONE who returns your calls or who is willing to help!! IF THIS IS A FRANCHISE, IT IS SURELY A LOUSY ONE!!!

  Customer Answer

  Date: 10/17/2024

  Yes, please transfer this case to BBB Georgia.
  

  

  Business Response

  Date: 10/28/2024

  We apologize for the inconvenience in this matter. The manager contacted Ms. ***** to discuss her concerns and let her know that we were scheduled to complete her treatments, and he would follow up with her once all treatment were completed to her satisfaction. In the meantime, he provided her with his number as a direct point of contact if she needs anything further. Again, we apologize for delay in this matter. 

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  K *****

• Initial Complaint

  Date:10/16/2024

  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.

  I called because I seen my first cockroach in my home that I saw outside that my landlord never took care of so I paid for their services. They told me it will get rid of the cockroaches never did. When I spoke to somebody about it, they told me oh well that you didnt pay for the other thing I was supposed to pay 220 something which I was like well I paid the difference. I shouldnt have to pay the full price over again because it was never disclosed, and I thought I was buying that that product because I never gave money for them not to get rid of the Roaches. No matter how much I reached out and asked from their employees face-to-face, and over the phone for a manager to call me back and to talk to me and resolve this situation nobody will resolve this situation about paying the difference and making sure that the roaches was gone. Since then, Ive been seeing more roaches than I ever have and nothing I requested for anybody to respond to as ever been responded back by none of the managers. And this is from my city area of ******* and *******, so Im writing the corporate better business to get a response because nobody from this company response back and its just crazy and nothing ever resolved

  

  Business Response

  Date: 10/22/2024

  We apologize for the inconvenience in this matter.  The manager contacted Mr. **** to discuss his concerns and agreed to refund the initial payment. Again, we apologize for the inconvenience and if there are any further question or concerns, he may contact us at **************.

• Initial Complaint

  Date:10/15/2024

  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.

  Orkin at this location came to our house for a pest service call on 2/27/23. no one was home at our house at the time. we were not notified of the visit beforehand. orkin alleges to have sprayed the outside of our home and then left. this is not the service we asked for or received from them in our previous service calls, as we had mice inside of our home and they placed traps and poison inside which needed to be changed and renewed. orkin then went on to charge us the full price for their visit and when we disputed it they put us in collections. I cannot verify that orkin did anything at our home and by their own admission allegedly only did a small portion of their contracted service. How then could they charge us full price and then put us in collections when we refused to pay for a service we didn't receive, and cannot verify any service was done other then their word they did some service. I tried speaking to managers at both the *********************** branch and harrisburg main office but all they would tell me is that the service was done and that I owed the money and would not be taken out of collections until I paid the full service price.

  

  Business Response

  Date: 10/22/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Mr. ******* to discuss his concerns and removed the charges for the first service and now has a zero balance. The manager also mailed him the information to Mr. ******** If there are any further questions or concerns, he may contact us *************

• Initial Complaint

  Date:10/14/2024

  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.

  Approximately March 19th 2024. I was dooped by an orkin service man. I was only purchasing indoor seasonal service with $50 off for new customers. They couldn't even get that right! Service ***, pressured me continuously, I told him NO at least four times about the baits. But knowing that I was in a rush to pick up my daughter from preschool he made it a in **** need! It was a MUST that I get them if I wanted my home to last! And the area is bad for termites... I had no termites f.y.i. he was persistent. He also said if I change my mind they can always remove them, you might have to pay a little but not $6,000. And I understood that. Months gone by and not seeing a difference, also I've asked 4-5 times for someone to fix one of the baits i don't want and no one has come to fix. But anyway, I have reached out to *** the manager about my situation and how I was taken advantage of and asked for a phone call, but he is avoiding me and in turn just emails when convenient for him I guess. So basically what his service *** told me is not true so his way of trying to maybe fix it was knocking some money off of something I absolutely don't want or need around my house!!! So I got dooped completely!! I only wanted indoor service ($90/month) and got stuck with outdoor baits ($168.86/ month 22% interest) that do nothing because I was still getting some ants where I had to call people out extra times. So that's $258.86/month. And the customer service line is not on same page with the service men what so ever in my experience. Honestly, if this is going to be a problem, they should wear body cams so they don't say things that put people and their family in fear of where they live just to make some bucks. I want them to get rid of these baits and this account all together!! I might keep my indoor season account depending on what happens with the baits? Hoping we can come to a better resolution since I can't get anywhere with the manager. Thank you.

  

  Business Response

  Date: 10/22/2024

  We apologize for the delay in this matter, the manager contacted Ms. ****** to discuss her concerns and agreed to a credit on the *** financing for the Sentricon Bait. Again, we apologize for any inconvenience this may have caused and if there are any further questions she may contact us at **************, we are happy to assist. 

• Initial Complaint

  Date:10/13/2024

  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 called orkin they have a money back guarantee I paid $350 they sprayed they said it would not smell but it did smell they said it would keep the rats away The rats kept coming in there was no change whatsoever. I called orkin and Jamestown ******** they were supposed to come out between 11:00 and 1:00 they said only the manager can make a refund nobody showed up nobody called nobody texted never got a letter nothing I then got an email where they arbitrarily and capriciously decided on another date that they were coming out a week later and I'm not going to be here I'm going to be working I took a day off from work to meet with the manager who never showed up never called not even a courtesy text. When I contacted the man who did the spring who did a wonderful job by the way he didn't respond either. Complete silence. They guaranteed there would be no smell they guaranteed no rats would come across the fence I'll let them do everything they wanted to do and it didn't work I want my money back.

  

  Business Response

  Date: 10/15/2024

  We apologize for the inconvenience in this matter. ***** strive for exceptional customer service, and it looks like we fell short. The manager has refunded and cancelled the account per the customer's request. 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 service. Please contact us at ************.

• Initial Complaint

  Date:10/11/2024

  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.

  On 10/5/2024 I was supposed to have a standing appointment with their branch located in ********, ** - I believe the branch number is 308 - between 8am & 10am - I had myself and my 2 small dogs available in a timely manner for this appointment. Almost immediately I received a text arbitrarily rescheduling my appointment to between 8AM and 5PM on 10/19/2024 - it is totally UNACCEPTABLE TO RESCHEDULE MY APPOINTMENT TO SUCH A LONG TIME FRAME. I work full time and the weekends are the sole time I can get necessary errands attended to. I immediately emailed the branch managers for an explanation but have yet to have received a response plus it's useless to call the branch office since either no one picks up the phone, or it goes to the voicemail with no one ever returning my calls or the person answering the phone just gives canned responses. What I want is a thorough investigation regarding this organization's operations, my appointment being at a GUARANTEED time between 8-10AM - as close to 8AM as possible, PLUS any outstanding balances being waived AND for services through the end of 2024 be at a GUARANTEED 8-10AM time at no charge. I've been a loyal customer since 2002, tolerating their nonsense - the most egregious cases such as this one I've had to notify you about so I don't think this is unreasonable to request. Thank you.

  

  Business Response

  Date: 10/30/2024

  We apologize for the delay in this matter. The Branch Manager reached out to Ms. ***** via email, below is communication:

  Dear ********,

  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience caused by the rescheduling of your appointment and the lack of communication from our team. Your loyalty since 2002 is truly valued, and I understand how frustrating this situation must be for you. To address your concerns, I am happy to inform you that we will waive your outstanding balance, and your next service will be free of charge. We will also ensure that your appointment on 10/19/2024 is scheduled between 8 AM and 10 AM, as requested. While we strive to accommodate our customers schedules, unforeseen circumstances can sometimes arise, such as technician availability. We appreciate your understanding in these situations. I will also be looking into the communication issues you've experienced with our branch to ensure that we improve our responsiveness moving forward. Your feedback is important, and we are committed to providing better service. Thank you for your patience, and please dont hesitate to reach out directly if you have any further concerns or questions. Best regards,
  
  Thank you

  If Ms. ***** as any further concerns, she may contact us **************, we are happy to assist.