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:10/10/2024

  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.

  I contacted ***** seeking a termite contract. I was told I had to have pest control done first before that happens. I agreed and signed the contract for $48/month for a year. ***** ****** came out 3 days later to inspect property determine led I had ants no termites and he would submit paperwork for annual termite contract for my home. I called him the middle of the next week asking why I havent heard anything back about the contract. Was told his boss who writes the contract was out of town and they would get back to me. A week later I still had no answers. ***** then tells me when he comes by to put rat poison in the attic that I was not approved for a contract because my house was too new. I asked for clarification. Was it my credit? He said no. (All of my credit obligations are currently and on auto pay). He said youve only lived here for 2 years so we can not extend a contract to you. But we can lump your contract in with your mother (********** ***** who lives in another parish in a mobile home and is 68 years old) and well charge you $3000. I declined. I told him my mom is elderly and has her own bills and system how she handles her finances Im independent so I dont include my bills with hers. Then they sent a tech to spray my house. I tried to cancel the day they set but ***** told me I couldnt reschedule because it will mess up their 30 day guarantee. Initial spraying was 2 1/2 weeks prior. A lady came out on a day I didnt schedule because I was working and she couldnt come inside. She sprayed my home in the pouring rain and sprinkled some kind of pellets in the yard and broke my doorbell camera. I called office to complain. The set up a complimentary visit without consulting me via voicemail. I wrote emails to branch and home office with no response. I called office again was told I had a $98 bill balance. I asked why when I only had pest control for a month and pay monthly via auto debit. Nobody could answer.

  

  Business Response

  Date: 10/14/2024

  We apologize for the in convenience in this matter. The Branch Manager has refunded Mr. Gardner and cancelled the account per her request.  The manager also emailed Ms. Gardner letting her know the balance is now zero and cancelled.  Again, we apologize for any in inconvenience this may have caused. 

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22406072, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Tawanda Gardner

• Initial Complaint

  Date:10/09/2024

  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 would like to report a complaint about HomeTeam Pest Defense. At the construction of our home, our builder had hometeam installed pest control by the sides of the building. I refused to sign up with Hometeam initially until I met with ****** *****( Warranty Consultant Officer) who intimated me about the need to maintain the termite control on the house. Long story short, I signed up with Hometeam. after I scheduled a pest control treatment , the technician failed to show up or offer any other date to perform the service. I have called several times to set up service and it was the poorest of the poor kind of customer service that I received. Not only that, when I finally was able through ****** ***** the warranty officer to secure an appointment, the technician came and refused blatantly with an attitude to treat the inside of the premises. He cited that their new policy was that treatment of the clients home has been discontinued- they no longer spray along the corners and such things like that. I knew that obviously this was a lie. I called and verified that the treatment of the clients home is at the request of the client. I also got called back by one of the managers- ** ****, who claimed that he was new on the job and who refused that the technician treat the premises and in fact went ahead and cancelled my contract without my consent. I have never met such an unprofessional and rude manager like ** ***** Totally unprofessional, despite the fact that I explained to him that from inception, the technicians that came were always treating the inside of the house as well as the outside and applying the pest control measures using the apparatus installed on the sides of the building.I have not received any pest control treatment from Hometeam, no one from the business has called to resolve the issue and the last technician that actually performed work did ask me to call in after the treatment if there was a resurgence of the pests.

  

  Business Response

  Date: 10/30/2024

  We apologize for the delay in this matter, the Region Manager contacted Mr. ***** and explained the ***** Hub system that was installed at his home and how it treats from the outside of the home.  The Region Manager arranged for the General Manager along with a technician to go service his home on Friday afternoon to follow-up on his ant issue and any other concerns Mr. ***** may have. Again, we apologize for any confusion on our part in this matter and will continue to resolve Mr. *****'s pest control concerns. 

• Initial Complaint

  Date:10/09/2024

  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.

  On 9/14/24 L ***** with orkin came to my home for termite inspection I asked him about pest control service so he inspected my attic after which he input what needed to be done on his tablet/ipad and told me it will be 5600 with no down payment. I call my son on the phone and told him what ***** said he ask to speak with my son and told him everything that was going to be done and told him it will be 5600 with the 1st payment due in December. About an hour later my son found the price another orkin worker and it was ******* I called the office to find out why and was told it didnt included the removal and disposal of the attic contents. So I said ok. Yesterday I received a bill for ********* dollars I would not have gotten the work done. Thats a big difference from what I was told by *****. I looked at the paperwork he sent and theres no amount on it the 5600 or ****** I feel like I was con. I contacted orkin on 10/8 and spoke with the manager and with ***** and was told they will look into. I spoke with ***** 10/9 and he said he was waiting for his manager to get back with him and that this has happened before with customers and they refunded the full amount Im not looking for a full refund but Im not looking to pay the amount I was billed for only what I was told was my response

  

  Business Response

  Date: 10/23/2024

  The Branch Manager contacted Ms. ******* to discuss her concerns and verified the scheduling and charges for the services rendered. We apologize for any inconvenience in this matter and ************** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22402707
  
  I am rejecting this response because:
  When I spoke with the manager we discussed the different between the ******* price and the ******* price. At any time did he say ****** so he not being honest either 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/29/2024

  We apologize for the miscommunication on our part in this matter. The manager contacted Ms. ******* to discuss her concerns further and agreed to credit her account $,*******. Ms. ******* is a valued customer and will continue to resolve her pest control concerns. 

  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,
  
  ******* *******

• Initial Complaint

  Date:10/08/2024

  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.

  July of 2024 I canceled my services with Orkin due to the fact they did not show uperiod. I received a refund for the amount that I had put down for the year period After that, which point they continue to take money out of my bank account for services that I no longer had period 2 weeks ago I called them to let them know they had stated to me that they had forgotten to turn off the auto Pand we're going to refund my money. It's now been 2 weeks. I've called every day. I have not received my money back. I believe it was a total of 2 months which is $125 which they have approved but they have not sent the money to me. I need this money to pay other bills which has costed me more for late fees. I need my money today. I cannot wait any longer. They should have never withdrew that amount out of my account. I'm going to look back to make sure. It was only 2 months it may have been longer. However, this company keeps telling me they're gonna have somebody call me. Nobody ever calls me and the money has not shown up. The money needs to be put back into my account. The fees need to be reversed and it needs to be done immediately. They had no right taking my money from my account. Period

  

  Business Response

  Date: 10/10/2024

  We apologize for the delay in this matter. The Branch Manager contacted Ms. Calderon to apologize for the inconvenience we caused after she had cancelled her account. The manager has refunded her money and submitted payment for late fees. The manager also gave the Ms. Calderon a FedEx tracking number for the refund check. If Ms. Calderon has any further concerns; she may contact us at (866) 944-4012.

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22397895, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Misty Calderon

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted Orkin in August of 2022 when we had a bat enter our house. At that point we began service by ***** which ranged from inspection, treatment, and installation to prevent additional issues. The following summer of 2023 we had a bat enter our house on two separate occasions a week apart. I again contacted Orkin who indicated there were no signs of entry or issue. In November of 2023 we had work done to our fireplace and chimney, while this company was completing the work a bat crawled out between the chimney and soffit areas on the exterior of the house. I again called Orkin who came out to spray foam one possible entry point. I still felt as if there was a larger issue if bats were hibernating in my attic so I called a bat specialist who found multiple other holes which bats could access, as well as bat droppings inside a closet and in the cellar of the home. This bat specialist also installed an excluder on the exterior of the attic space. I then paid another company to completely remove and replace the roof and soffits at which time they found a large amount of bat droppings proving there was a substantial issue which was not identified or treated by Orkin. Although my initial service with ***** began in 2022 the charges were for various services to prevent additional bats from entering the home. I had a followup visit from them on April ************************************************************************************ partial refund could be done. Ive heard nothing so I emailed the representative and the branch manager and still havent received a response.

  

  Business Response

  Date: 10/15/2024

  The Branch Manager contacted Mr. ******* to discuss his concerns and agreed to refund Mr. ******* $500.00.  We apologize for the inconvenience and delay in this matter. If Mr. ******* has any further questions; he may contact us at **************.

• Initial Complaint

  Date:10/07/2024

  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 paid ****** for orkin to come out all they tried to do was upsell us on one treatment it got rid of no roaches then the supervisor came out and disrespected me and told us we needed to fumigate the house. I called right after they came out and requested a refund there website that i had a 30 day money back satisfied guarantee. They say they done service and they will not refund the money. He was really hateful and telling me I was in the wrong when i know he was. I will never let orkin in my house. They smeared it on the walls. I will upload pictures.

  

  Business Response

  Date: 10/08/2024

  The Branch Manager contacted the Millers and went to their home to inspect and discuss the service.  After inspecting the house, the Branch Manager confirmed that a cleanout is needed because the pest activity is so high the roaches will out bread the service. The Manager tried explaining this to the Millers and was willing to do the clean-out for what they had already paid for the initial service, but unfortunately Mr. ******** reply was very abusive, so the manager left the residence.  The manager has processed a refund for $272.00 and will not be returning to the residence. The ******* will receive their refund check via mail, please allow 10 to 14 days for delivery. 

  Customer Answer

  Date: 10/11/2024

  ******* ****** is my daughter in laws maiden name. A check can not be cashed with this name. The payment was took out of ****** **** account and my name is is not Mr ******* It is ****************** The branch manager came in and looked at the spots and said this don't look like bait. Basically calling me a liar to my face. I consider being called a liar very abusive. I'm sorry for my response looking back. I should have handled this situation differently. To refund the money it will have to be to ********************** The person that paid for the services. I added the receipt from the bank it can be deposited back into the account. 

  

  Business Response

  Date: 11/11/2024

  We apologize for the confusion regarding the name on the refund check.  The check has been reissued with the requested name. If Ms. ****** has any questions or concerns, she may contact us at ************.

  Customer Answer

  Date: 11/16/2024

   
  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:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for the service that Critter Control provided - to remove an animal from our property - then we were reported to collections for not paying the bill. We didn't realize we were in collections until we tried to buy a house.

  

  Business Response

  Date: 10/30/2024

  We apologize for the delay in this matter. The Branch Manager contacted Mr. ******** to discuss his concerns regarding his services and payments. Mr. ******** financed the exclusion services through Rollins ******************, the payment receipt that Mr. ******** attached to the compliant was the payment transfer to Rollins *******************  Rollins ****************** (***) has stated that they have not received any payments from Mr. ******** and made several attempts to contact him with no return response.  We have attached the finance agreement for Mr. *************** We would like to assist in this matter if he could contact RAC to resolve the payment issue, he may contact RAC at ************.

• Initial Complaint

  Date:10/04/2024

  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.

  just after 6 pm on *************************************************************************** , and Orkin driver passed a car behind me, then crept up to my bumper at 55 mph, then, in a no passing zone, and speeding heavily, passed my vehicle with my family inside, and came about 3 inches from side swiping us. When I honked, she dashed across to lanes and turned off in an effort (I assume) to keep me from getting his info. However I did take a photo of the ********** plate ******* looks like vehicle number *****

  

  Business Response

  Date: 10/22/2024

  We would like to thank Mr. ****** for making us aware of this situation, ***** strives to provide quality services as well as the most well-trained employees anywhere. Comment likes this lets us know where we fell short.  ******************* and local manager is resolving the issue with our driver.  Again, thank you for making us aware of the situation. 

• Initial Complaint

  Date:10/04/2024

  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 hired and paid orkin $13,000 to come clear out and put installation in our attic and do exclusion work on the outside of our home due to rodents. They came and put new insulation in parts of the attic but not all of it they never completed the exclusion work, telling us it did not need done. A few weeks later we started having rodent issues again, this time worse. They came back but again did not do what they said they were going to do. This issue has gotten worse and we are out 13k for a job that was never done the right way the first time. We have brand new electrical work in our attic that is getting tampered with because orkin did not complete their job right the first time. We also have three small children with ***** in there rooms were the rodents are getting in that are having issues sleeping due to the noises, that again were not completed right the first time. Its unacceptable to pay that large amount of money not to have a job completed properly. We want someone out to fix the issue this week.

  

  Business Response

  Date: 10/23/2024

  Branch Manager and Service Manager went to Ms. ******** home to finish the exclusion work and scheduled a follow up appointment which was rendered on 10/23. Two mice were removed as expected after sealing the property, those glue boards were replaced.  At this time the customer is no longer hearing noises or disturbances in the attic area. The Service Manager will be going back next week to check the traps again. We apologize for any inconvenience in this matter and will continue to resolve Ms. ******** pest issues. In the meantime, if Ms. ****** has any further concerns, she may contact us at **************.
  

• Initial Complaint

  Date:10/04/2024

  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.

  On September 6th, Orkin came to our home to complete a pest mitigation in our attic. They had been the day before to extract the infested insulation and were returning on 9/6/24 to complete the process with fogging and blowing in new pest control insulation. We were advised to leave our home for the fogging process. Upon returning home on Friday, our front door was completely ajar. According to our home security system, it had been left open from the time they left at 11:30am until we returned home at 3:30pm. We entered the home to find that our entire house was covered in insulation dust including our childrens and infant items, clothing, beds, etc. The door from the inside of the house to the garage was also ajar and insulation dust all over the garage as well. It was 86 degrees in our home. They also scratched our recently refinished hardwood floors. We then had to spend 7 hours meticulously cleaning every single surface in our home to ensure the safety of our children and ourselves. ***** did not offer to send a cleaner and told us theyd send a manager out the following Monday to discuss the issue and to be assured that it was not acceptable. A manager never came and since then they have transferred our account to the payment plan company and have not resolved the issue in the least. They are now acting like it is out of their hands. Instead of making this right they are attempting to offer additional services, but have lost our trust and confidence. We do not want to engage in business with them any further.

  

  Business Response

  Date: 10/25/2024

  We apologize for the inconvenience in this matter. The manager and Mr. ******** have agreed to a $1,000.00 finance allowance and when ***** receives copy of the receipt/bill from the flooring company we will issue a refund for that part of it. The finance allowance has been submitted for Mr. ********* 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,
  
  **** ********