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.

  3816 Dekalb Technology Pkwy Atlanta, GA 30340-3604

  
• 

  Rollins, Inc.

  695 Lyle Cir Lawrenceville, GA 30045-4470

  
• 

  Rollins, Inc.

  1945 Old Candler Rd Gainesville, GA 30507-7223

  
• 

  Rollins, Inc.

  1007 Mansell Rd Ste E Roswell, GA 30076-4805

  

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:10/03/2024

  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 contacted ***** about Bee removal service. I asked if someone goes out to the property and access the issue, and was it a free consultation. They said no, the price is $295, they go to the property, spray and dust. The dust will kill the bees instantly and all bees that enters the hive afterwards. I asked about the 100% guarantee. I was told if was not happy with the service the last payment will be refunded. They told me about the general pest control in addition to the bees. I told them i had spiders and gnats, they said those insects are covered under the general pest control, it will be an additional $105. They said it will be a monthly charge of $105 as well for preventive maintenance which includes the bees as well. They came out on 9/29/24, I have been updating the technician daily. I've seen at least 3 bees in my bedroom daily since they sprayed. Up until 10/2/24, the technician did not give me a date he will be back. When the technician came out, he sprayed for spiders as well. While he was spraying the rooms for spiders, i told him about part of my gnat issue. He told me there are nothing they can really due for gnats. He did spray the chemicals he was using for the spiders down my bathroom sink. I did not tell him where the gnat issue was outside due to him stating "there's nothing that can be done for the gnats." I contacted the office this morning, explained to them my issues and requested a full refund. I was told i can only receive $150 back. $357.00 was debited from my account, i do not understand how $150 back is living up to the 100 percent guarantee. This is false advertisement. I would not have used your service without this guarantee. I would like for someone to contact me regarding my refund. I can provide the receipt for the $300 i paid another company that came out and solved my bee issue. My contact information: Mobile - **************. Email - *********************

• Initial Complaint

  Date:10/02/2024

  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.

  On 9/18/24, ***** ******* of Orkin advised me that he couldn't put rat traps down to get rid of the rats in my attic. I would have to pay to remove all the insulation and put in new insulation plus put covers on the roof for a cost of $6,000. He brought the cost down to $5,720. When I spoke to other companies, they told me I was ripped off. I would like the BBB to investigate if Orkin took advantage of a disabled, elderly old woman. And, ***** ******* also said he would return and show me pictures of the work Orkin did. Mr. ******* has not done so.

  

  Business Response

  Date: 10/10/2024

  We apologize for the delay and inconvenience in this matter. The Branch Manager contacted Ms. Passarello to discuss her concerns and went to her home to inspect the attic and took pictures of the worked completed and gave the pictures of the attic prior and after the work was completed to Ms. Passarello. We apologize for the lack of communication and confusion on our part, and if Ms. Passarello has any further concerns; she may contact us at (504) 348-7701, we are happy to assist in any way. 

• Initial Complaint

  Date:10/02/2024

  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.

  ***************** has been a customer of ***** for many years and have had serious issues with their services and staff. Because we had a corporate agreement, we remained customers but eventually, our **************** gave us permission to separate since we had so many complaints about the individual who was providing the actual service, and the fact that their treatment plans were not effective. We agreed in 2022 to continue with their services at the same price for a year but made it clear to **** ****** that this was it and that we wanted to move on. We attempted to move on to **************** only to be denied because they were under the same "Rollins" company and ***** told us that because of the Orkin Agreement, which was expiring, they could not offer us services. We were then forced to remain a customer of ***** for another year. Because mostly all of the vendors we have are under the Rollins umbrella, we felt cornered and not given any choices. We recently had an extermination service on September 10 and it was discovered that we needed more treatment. We have called the office several times and because I made it clear that this particular representative could not work with us, they have not returned our calls or set up services, and the problem is growing. I was able to locate a vendor who was not associated with Rollins and now I am attempting to cancel services effective 11/30/2024, giving them 60 days notice, and Orkin refuses to confirm cancelation or even return a phone call. In addition, the staff member that they assigned to us demonstrated behavior towards our ********** residents that was offensive to say the least, as well as his behavior toward me. We want a response and confirmation that our relationship will end effective 11/30/24 and there will be no further contact from any company under the Rollin's umbrella. ***** has failed to provide the services in a timely manner.

  

  Business Response

  Date: 10/04/2024

  We apologize for the delay and inconvenience in this matter.  The Branch Manager contacted Ms. ******** on 10/3/24 to discuss her concerns and resolve the pest issues. The local branch is going to do a follow up service on Monday, 10/7 and will perform ******* services at no charge.  As of 11/1, the contract with the customer will be canceled. If Ms. ******** has any further concerns; she may contact us at ************** and we will be happy to assist in any way.

  Customer Answer

  Date: 10/04/2024

   
  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:10/01/2024

  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 had an inspection done to get my house sprayed for ants and was told I have termites and mice. I paid $5973.37 for a 5-year plan. Orkin came out in June to seal the house. I agreed for them to come every 2 months to spray. In August I complained I had mice still and it took me 4 calls to get someone here. They kept trying to wait until September so it wasn't free. I had a leak in my pipe in my shower so the ceiling tiles fell. My handyman found termites up in the ceiling and can't replace until something is done about that. I have called Orkin 6 times now to get someone here and nothing has been done. I have requested to speak with a supervisor twice now and still no call. I can't shower until I can replace the tile in the ceiling and they are aware of this. Still, no call or anything. I am told that the supervisor isn't available. I don't know what else to do.

• Initial Complaint

  Date:09/30/2024

  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.

  They charged me for a service. They did not perform trying to get my refund back from. It's been over 2 months and still they haven't refunded my money back to me.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/28/24 we were charged an initial $174.28 for pest control due to a new rat issue. We were told that they could get rid of the rats and kill them off if we purchased $7,008.00 worth of special designed insulation to kill off the rats and get rid of them. Also being charged $51 every month for regular maintenance on the pest control. Not one single rats has been caught or taken care of. The rats have compromised my childrens clothing drawers with ****, they have ran around the house everyday for the last month and Orkin still has not solved the issue. Every time I call to tell them whats going on they tell me the manager is gone. They keep brining the same bait and traps and its not working. The ***** **** confirmed on their last visit that there is still activity in the attic so the insulation did nothing. They also said they sealed all entry points but we told them about the first hiding spot in our hallway closet and they did not seal it off. At this point we have been taken advantage of and ignored every time we ask for a refund. We would like this issue to be resolved without getting the runaround constantly. I keep calling corporate for help but they keep routing us back to the local ************ and Im telling them that they are not helping. Nothing they have charged us for has been effective. We asked them to just come get the insulation and all their traps but they keep ignoring us. I am still being billed monthly for a service that is not working. We want to try a different company or buy our own poison but we have invested so much with ***** and theyre ignoring us. Every morning the rats are running around the kitchen and I cant live like this. Not after how much we gave them to fix it .

  

  Business Response

  Date: 10/03/2024

  The Branch Manager contacted Ms. ***** to discuss her concerns regarding her service and completed an inspection of the home on 10/2. During the inspection a rodent was caught and removed. He discussed her service and how it works and reached an agreement on the pricing of the service. We apologize for any inconvenience and miscommunication on our part in this matter. If Ms. ***** has any further concerns or questions, we are here to assist, she may contact us at ************.

  Customer Answer

  Date: 10/08/2024

   
  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:09/26/2024

  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.

  Im paying for monthly service, they spray every other month. I keep having uses with spiders. Service isnt working.Ive been a customer since 2020. I have left voicemails and sent emails.

  

  Business Response

  Date: 10/16/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Ms. **** to resolve her concern and explained the easy pay option plan she was on. The manager also scheduled a service for the spider callback and gave her his direct contact information if she should she have any further questions. Again, we apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:09/26/2024

  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.

  I am filing this complaint regarding unresolved billing issues with Orkin Pest Control. In March 2023, I canceled service for two locations via phone call. However, I believe that only one service was successfully canceled.Since then, I have been receiving monthly collection calls from Rollins, claiming that I owe approximately $192. Each time, I explain the situation, and they instruct me to contact Orkin directly. I have followed this instruction multiple times, speaking with customer service representatives who assure me that a manager will contact me. Unfortunately, I have never received a call from a manager, nor am I able to contact one directly.Despite repeated attempts to resolve this, including my most recent attempt today, I was once again told a manager would call me, but I have yet to receive any follow-up. This lack of communication has left me unclear on what charges, if any, are valid following my cancellation.I am requesting assistance in getting this matter resolved, as ****** failure to follow through with promised communication and resolution has been extremely frustrating.

  

  Business Response

  Date: 10/02/2024

  We apologize for the delay in this matter. The ************* contacted Mr. ******* to discuss his concerns and agreed to recall the balance and cancel the account. Again, we apologize for the inconvenience in this matter and in the future if Mr. ******* ever has a need, we are hopeful he will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

• Initial Complaint

  Date:09/26/2024

  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.

  Charged ****** for three months service by technician at home visit - received bill in mail for day call was made (not day of visit) for additional ****** -called office and was told to disregard paper bill in the mail -later was emailed bill with date change - sent email to clarify - saw ****** and ****** take off my **** despite authorizing only the ****** - told it would be corrected - then told I had been told it would be ******+ ****** before first visit - was not quoted a price until technician was at my house and said 3 months service would be ****** and I used my **** to pay on the spot I would not have used the service at the higher cost -would like the ****** reimbursed - Orkin says "request free estimate" not charge of ****** I also have the emails

  

  Business Response

  Date: 10/16/2024

  We apologize for the delay in this matter. The manager contacted Ms. *********** to apologize for the inconvenience and refunded her money.  If Ms. *********** has any further questions, she may contact us at ************.

  Customer Answer

  Date: 10/17/2024

  Thank you for your assistance.

  I have attached the email I received from the company.  I do not see an apology as indicated in the information the company provided to you.

  As you can see the company decided to provide a refund and end service. There was no discussion or any other option presented.

  You will note in the email that the writer "has moved the date"  to the date to pick up traps and end service.  The original date had been booked with the writer of the email - the response was the same at every attempt to communicate - always an error that I had made in every single interaction with this individual.  I would like to think that this individual does not represent the work of the rest of the company. I was at no point permitted to talk to the manager.

  I would like to state that dealing with this individual, representing the company, has been the most unpleasant interaction I have ever had with a company. My first interaction with the company was booking a visit, and no one showed up.  When I called to ask what had happened I was told no booking had been made for between 12-2.  Well how would she know the appointment was between 12-2 if no appointment had been made? Anyway, the communication was a huge issue at each an every interaction.Each and every time I was told it was entirely my error.         Since the money was refunded I will accept it.  I would not recommend this company to anyone else because of how they handled the situation.   Please pass this information on to *****************  Once again, thank you for your assistance. I will not pursue this any further.

  

  Business Response

  Date: 11/20/2024

  We apologize for the delay in this matter. The manager tried calling Ms. *********** multiple times to discuss her concerns but was unable to connect with her. He did leave a voice message apologizing for not providing the level of service that is expected of us.  Ms. *********** may contact us at ************ if she has any further concerns.  

• Initial Complaint

  Date:09/23/2024

  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.

  I hired Orkin to come in and do a preventative pest control situation with my new restaurant. I had seen mice outside of the restaurant. The salesman ***** came to me gave me the outline of what was gonna take place including poison in ceilings walls, and in bait traps, I said I have concerns about poison because what happens usually is they eat the poison and they die in the ceiling or in the walls. He said And I quote, they do not die in the ceiling they panic and they run and they'll run out of the building and away from your restaurant. Four days ago a mouse fell from my ceiling onto my restaurant floor while customers were in here. I have repeatedly emailed them and he refuses to respond to me. **** called Mac Daddies daddy some get fo

  

  Business Response

  Date: 10/22/2024

  We apologize for the inconvenience in this matter. The manager met with Ms. ******* to discuss their concerns; Mr. ******* was not available. The manager removed all rodenticide from ceiling and inspected all devices, there was no activity found at time of inspection. The manager left his business card Mr. ******* to call at his convenience to discuss the service. If Mr. ******* has any further concerns he may contact us at **************.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22323762
  
  I am rejecting this response because: This is the 5th "supervisor " that's come into my restaurant. At this time I'm pretty sure everyone is a supervisor. A gentleman by the name of ****** did reach out to me and also did a walk through. He clearly stated everyone before him did absolutely nothing to resolve this issue. Simply by not securing the perimeter of the restaurant. He is actually coming back today with another new worker to as he put it, "do it right." I will not accept  what was said above. And wait for the outcome Of this next attempt to make it right. 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/25/2024

  The local branch is continuing to assist Mr. ******* with his pest control concerns. The Service Manager went to Mr. ********* home on 10/22 and added 30 snap traps to the interior, used propel on the exterior, and xcluder was used to close 9 openings both on the inside and outside of the location. We will continue to resolve his pest issues but, in the meantime, if Mr. ******* has any further questions, he may contact us at **************, we are happy to assist.