Business Profile

Pest Control Services

Rollins, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Advanced Pest Control located at 3945 - B Greenbriar Drive, Stafford, TX 77477 is a wholly owned subsidiary of Rollins, Inc. All complaints for this location are handled by the parent company. For information on Rollins, Inc. complaint handling history and rating, please click the following link:

Rollins, Inc. Report

Complaints

This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,019 total complaints in the last 3 years.
347 complaints closed in the last 12 months.

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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:09/21/2024
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 had ***** services since spring 2023 to combat spring tail insects, ants, and spiders in a newly developed street. I was pleased with the service provided that 1st year, with the insects kept under control. I canceled the service in the winter months of 2024 to control cost and the insect problem was under control. When spring came around and the insects returned, I contacted ***** back to preform a summer service at the same rate I payed before and they agreed. I did notice the sprayings were not as affective as the year prior, they took less time spraying , and they didn't swipe the corner areas of the home for spiders. They did a better job the first year then this year at the same price. I've had to call them back out multiple times to spray for the insects listed above. The last call to them for respray, the women advised me they were providing me a mosquito service and not a full pest service. I have never had a problem with mosquitos and it may explain why my insect problem is not under control.. At this point, I just want a refund for services that didn't control my insect problems. I will use the refund to hire a different company to provide a complete treatment for my insect problem. The ***** team I had last year was much better then the one that took over this year.
Business Response
Date: 09/25/2024
We apologize for the delay in this matter. The Service Manger spoke with Mr. **** to discuss his concerns and resolve his concerns. Mr. **** confirmed that he wanted a refund for the money he paid for this year and to have his account cancelled. The manager has submitted the refund for $240.00 which is the amount he paid in 2024, and the account has been cancelled. Again, we apologize for the inconvenience in this matter and if Mr. **** has any further questions, he may contact us at **************.
Initial Complaint
Date:09/20/2024
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.
Hired Critter Control on August 14, 2024, for a rodent infestation, which included a thorough cleaning, sanitizing, and securing potential entry points. On 8/14/24 I was told work was completed. Despite the substantial fee of $2,803, I encountered several issues with the service delivered. Upon visiting the property on August 16, 2024, I found that the cleanup was not completed. Rat and mouse f**** remained in various locations, including window ***** and floors. I called the manager ****** and he said he would check on it. He called back and stated his tech had tunnel vision and had to leave without finishing the job. He did come back the next day and said he completed the work this time. Upon inspection, he did not. Upon cleaning the home with the air conditioning on, we were having breathing issues and sore throats so we looked in the air conditioning vents and they were covered in f**** The technician did not check the attic or the air ducts. This home was not cleaned or sanitized. I specifically requested that the attic be inspected and addressed, as it is the primary entry point for critters in a block home. The technician, ***, initially claimed the attic was checked. However, when questioned further, he admitted he had not entered the attic. The manager later informed me that attic inspections were not part of the service, and what was advertised on Critter Controls website didn't matter. He also stated "that there was no work to be performed in the airducts as I did not sign for that. That is why there was nothing done". I asked what that meant but no response. Vents were not covered to prevent entry, the plastic mesh wiring that was used is not secured to the outside walls and still allows critter to enter. On 8/30/24 Critter Control fraudulently charged my credit card $640. This was done without my consent, approval or knowledge in which I have filed a complaint with my banking institution. I want a refund as this company scammed me.
Business Response
Date: 10/16/2024
We apologize for the experience Ms. ****** has received, Critter Control strives for excellent customer service, and it looks like we fell short. The District Manager has agreed to a full refund and remove the balance for the trapping. Again, we apologize for the inconvenience and if Ms. ****** has any further concerns or questions, she may contact us at ************.
Customer Answer
Date: 10/16/2024
Hi, I have not received the full refund yet. As soon as I do, I will close out the complaint. Thank you
Business Response
Date: 11/05/2024
We apologize for the delay in the refund process. ***** has overnighted the refund check to Ms. ******* The tracking number is ************* If Ms. ****** has not received the check she may contact us at *************
Customer Answer
Date: 11/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Refund check has been received.

Sincerely,

***** ******
Initial Complaint
Date:09/20/2024
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.
At the end of August we signed a contract for ******* with our local office in *******,** for pest control. After paying over 300 dollars for my initial service, i called orkin to confirm my billing period and was told my an agent that i would be charged 55 dollars with change to at the end of every month. Come by today 09/20/2024 i was charged 127 dollars. Money that was intended for other bills. I reached out to my office and finally was able to reach a manager who said he would take care of my cancellation after our call and then promptly hung up the call. No confirmation, no follow up email. Nothing. Note: account is listed under my mothers name ***** ********. But i am the one paying.
Business Response
Date: 10/09/2024
We apologize for the inconvenience and confusion on our part in this matter. The local branch contacted Ms. Paniagua to discuss her concerns and offered to work a price to include both services a bundle to a lower price but unfortunately, Ms. Paniagua declined and cancelled the account. If Ms. Paniagua has any further questions, she may contact us at 346-534-7299.
Customer Answer
Date: 10/09/2024

Complaint: 22315241

I am rejecting this response because: When i spoke to the manager at local branch I was not offered any discount or additional pricing. No further contact was made after I requested a refund, and the manager promptly hung up after I requested written communication showing proof of my cancellation. Since the date I wrote my claim through the BBB Orkin has not sent me any communication regarding the status of my account or otherwise. I am still awaiting my refund for previous services provided. Otherwise I will have to seek legal counsel for a small claims court.

Sincerely,

Samuel Paniagua
Business Response
Date: 10/15/2024
We apologize for the delay in the refund process. The Division office has reviewed the account, and the first credit card refund should already have been applied to the Ms. Paniagua's credit card. The second refund is a check that should be arriving at the branch office this Friday, 10/18. When it arrives, Ms. Paniagua is welcome to pick the check up at the office or the branch can overnight it to them. The Branch Manager will contact the customer's daughter that speaks english to see how they would like the check delivered. Again, we apologize for the delay in this process, but we will ensure that Ms. Paniagua receives the check. If they have any further questions, they may contact us at 346-316-4038.
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22315241, and find that this resolution is satisfactory to me.

Sincerely,

Samuel Paniagua
Customer Answer
Date: 10/29/2024
This complaint is in regards to an approved response from an original complaint. Complaint number: ********. The last communication from the business mentioned a refund check to be sent to me for the remainder of what I paid for all services from this business. The original amount owed to me was $433.75; I received $127.24 refund electronically from the business on September 22. Which put the remaining balance at $306.74; on 10/15/2024 the business mentioned I would be sent the remainder owed in a check. I approved this response assuming the check would be written for the full $306.74, however when the check arrived it was only written for $54.31. Leaving a remainder of $252.43 owed to me.

Business Response
Date: 10/29/2024
We apologize for the confusion in this matter. The local branch has refunded Ms. ******** $254.40 on 10/23. Please allow 10 to 14 days for delivery. If Ms. ******** has any further concerns, she may contact us at **************.
Initial Complaint
Date:09/20/2024
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.
the date of service was 7/29/24 on that day i was give a price for the pest control contract i needed spraying for ants, the rep ***** gave me a price of ****** he deduct ***** off for first time service so i paid ****** and ***** per month for a year. i was told that i had to give a credit card for file to make these payments i agreed and signed electronically. i was told that i would get a free termite inspection within three days after the first spraying that is when the inspector ***** ****** came to my house he determined that i had termites he offered to cancel the pest control contract and offered a termite contract which he said i would get in the mail soon he also told me that the company has to finance it, he told me according to the size of my mobile home 14x64 that i would pay nothing down and ****** per month i never signed a contract because i never got one. every time i call the office i get someone who gives me another price and no solution to the problem at hand but i was told that i would have to pay ****** for the ant spraying that i already paid for before they cancelled the contract. plus i was told that i have a balance of ******* for the termite contract that i never saw or signed i feel i am a victim of marketing fraud and deceptive advertising i am elderly on a fixed income i trusted their inspector i even recommend my daughter and sister to them ,they denied my daughter a contract they wanted to combined hers with mine we did not agree with that i am retired i cannot afford to pay for hers nor will i pay ******* for one spraying and a few termite bait stations thank you for taking my complaint i look forward to hearing from you. .
Business Response
Date: 10/03/2024
We apologize for the delay. The local branch contacted Ms. ***** to discuss her concerns regarding her service agreement with Orkin. *************** request, the local office has cancelled the termite agreement and removed the balance on the account. Again, we apologize for any confusion in this matter. In the future, if Ms. ***** 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 ************.
Customer Answer
Date: 10/04/2024
I accept the proposal to cancel the termite contract ,but I would like to have that plus a zero balance for any account.I wanted written on company letterhead. For my records just in case it may come up again through the years that bill amount is $40070.00 thank you for handling this matter in such a professional way I am so grateful.
Business Response
Date: 10/23/2024
The Branch Manager has mailed Ms. ***** a letter to confirm the status of the account and balance. ************ has any further questions; she may contact us at **************.
Initial Complaint
Date:09/19/2024
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.
I have received invoices for May and June 2024 totaling ****** for services in dispute or never received. I have no evidence of services provided at my location, or a signed contract on file indicating that I am responsible for paying for two additional months as part of their cancelation policy. If they have a document stating that, I would like to have that for my review. In addition, I have received collection letters for services not received after cancellation with the manager. Prior to cancellation, I requested services via voicemail, but no one responded for two months. I did not receive a call until a payment for $24 (non-payment) was overdue after the price went up without notice twice within the same year. The manager indicated he would be willing to reduce my services to my old price if I stayed with Orkin. At that time, I no longer wanted to do business and requested immediate cancellation because I went to another company for pest control services. I paid the $24 but still received two additional invoices for services not rendered or requested after cancellation in the amount of $******. I refused to pay these invoices. I have been unable to contact a regional manager or anyone to resolve this issue at corporate offices of *****. Now I am being contacted by ROLLINS SERVICE BUREAU.
Business Response
Date: 09/20/2024
We apologize for the inconvenience in this matter. The *************** contacted ***** ******* to discuss his concerns. They let him know that they reviewed the account and removed the balance for the services that were not rendered. Again, we apologize for any inconvenience and if Mr. ******* has any further questions, he may contact us at **************.
Customer Answer
Date: 09/24/2024

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,

Kingdom Llc
Initial Complaint
Date:09/17/2024
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.
On 9/4/24 I hired this company under the name of Critter Control to eradicate mice that had suddenly gotten into my attic. The tech assured me he would have someone out on the 5th to do the initial work to eradicate them. I paid them $1918 for their program, by check, which they took from my account that same day. On 9/5/24 the tech said that he could not get anyone out until Monday, 9/9/24, which was unacceptable and not as promised. I called another company to do the work I needed and on 9/5/24 also contacted this company, and received a confirmation email that I canceled the agreement I'd made and was promised to have the $1918 refunded in 3-5 business days. To date I have still not received same and as of today was told they only issue refund checks on Tuesdays and Thursdays and could not say whether mine would be issued on the 17th or the 19th, thus resulting in them keeping my money well past the 10 days in which they were to refund me in full.
Business Response
Date: 10/07/2024
We apologize for the delay and inconvenience in this matter. The Region Manager looked into the matter and is having the check cut and overnighted to Ms. ****** Again, we apologize for the delay in refund process, if Ms. ***** has any further concerns; she may contact us at *************
Customer Answer
Date: 10/07/2024

Complaint: 22297286

I reject their response because: they have lied to you. I asked them to overnight the check to me and they refused and instead suggested then that I put a stop payment on the payment they had already gotten from my bank, which was taken as a debit transaction. The finally issued a check and mailed it to me, which I did not receive until September 23, which was after the date by which they were required to refund me, or Sep 19, 2024 [which would give them more than 10 business days from my cancellation request made on 9/6/24. It remains quite unreasonable that in this day and age that a company would only be able to refund a person's money by issuing and mailing a paper check which the recipient then has to take to his/her bank before that money is actually returned.

Sincerely,

***** *****
Business Response
Date: 10/07/2024
We apologize for the experience Ms. ***** has received and for the slow refund process. We strive to provide our customers with quality customer service and comments such as yours help us to achieve these goals by letting us know when we fall short. If Ms. ***** has any further concerns that we may resolve, we are happy to assist. She may contact us at ************.
Customer Answer
Date: 10/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that- even though they misrepresented their actual actions to you- this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:09/15/2024
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.
Contacted Orkin in ******** ******* to come out and address an ant problem at my residence. They came out September 3rd, 2024. Sprayed around my home and put out some crystals to kill and/or repels the ants. After one week I called to schedule a follow up appointment because I was still having the same ant problem. They sent out another technician **** to see if there is an ant nest in my attic space. Jsoh opened the attic stairs, went up and immediately said I smell rat urine. He looked around and then came down with what he said was rat f**** He then proceeded to work up an estimate to solve my rat problem. He suggested removing all the insulation and install new rat proof insulation and Orkin can do that for $5400.00. I told him I didnt have that kind of money. Then he said let me see what I can do. He came back at $4500.00.I said, let me check with my son and daughter first because I am a senior citizen and rely on my children to help me. He then tried to pressure me to sign paperwork authorizing the work because he said that he lives an hour away and didnt want to come back. He said, if I decided not to have the work done he would destroy the paperwork. A few days later my son came over and searched the attic for any signs of rat activity. No urine smell was detected and no f**** were found. The attic is used for storage of Christmas decorations. No nests or damage from rodents were detected. I feel like the **** the technician was trying to take advantage of me because I am a single elderly woman. Im sure his actions are criminal.
Business Response
Date: 10/07/2024
We apologize for the delay in this matter. The Branch Manager contacted Ms. Combee to discuss her concerns. They discussed her ant issue and the extra follow up services that are scheduled. The manager also discussed the attic restoration that the inspector proposed, and he offered to inspect the attic with her son present. Ms. Combee stated that she would discuss it with her son, but did not want and inspector at her home at this time. If Ms. Combee has any further concerns, she may contact us at 352-229-2823, we are happy to assist.
Initial Complaint
Date:09/13/2024
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.
VIA EAM/L ************************************

*** **** ******, Branch Manager Orkin

*********************************************************************************

Re: Subterranean Termite Account No. **********
Dear *** ******:

I have tried to reach you to discuss the terminate damage found at my property during the inspection that was performed on July 9, 2024. I have also tried to obtain a copy of the subterranean termite report from that inspection. I have had no success. Therefore, I am sending you this letter. I had a contract with your company for 17 years. Orkin failed to notify me for the past several years, even after annual inspections, that I had termite activity at my house. I was finally informed of the termite infestation during the inspection performed on July 9, 2024. By that time, extensive wall damage was already done. If Orkin had informed me of the termite activity years ago when I pointed out the markings on the wall to the inspectors, the area would have been treated and the damage limited. Unfortunately, that did not happen. Therefore, I am asking Orkin to provide the necessary treatment for the termites and repair all the damage which has resulted from the termites, at no cost to me.

In 2007, I purchased the residence located at ***********************************************. At that time, the previous homeowner was ****** ********. The Blessings entered into a contract with Pro-Safe Pest Control, **** for Subterranean Termine Control. Pro-Safe Pest Control, **** inspected the Blessings property in ************************************************* damage. The entire house and garage were treated at that time. I took over the contract when it was time to renew the contract in January of 2008. I continued the service and annual inspections were performed up to and including July ******. Every year, I scheduled the inspections when I could be available since part of the inspection was always inside the residence.

Orkin later purchased Pro-Safe Pest Control****** and Orkin took over my account. At the annual Inspection in 2012, ***** was offering an insulation service which I purchased, and insulation was blown into my attic. Several years later, I noticed that the paint on the wall in the back room (the recreation room) had numerous small, raised, or flaking areas. I pointed this out to the Orkin inspector at the next inspection. I stood there with the inspector while he examined the wall. He took photographs of the wall and indicated that he would go back to the office and see what he could determine. We discussed possibilities on what it could be, including water damage since the markings were under a window and a bit to the side. I did not hear anything further from the inspector until I received his inspection report which indicated that no termite activity was found. Therefore, I presumed that it must be water damage. Since it was my understanding that no termites were in the wall, I was in no hurry to repair the wall. I later showed photographs of the wall to a few of my friends and contractors to see what they thought and to get estimates on repairing the water-damaged wall.

I noticed that the molding at the bottom of the wall was starting to crack and the markings on the wall appeared to be spreading and getting worse. It did not make sense that water damage would do this. Therefore, I continued to point out the wall and my concerns to the inspectors in the years that followed. I did tell them that an inspector from Orkin had examined the wall in the past, but that the inspection report indicated there was no termite activity. The reports from inspectors continued to state there was no evidence of termite activity.

During the 2023 inspection, I pointed out the wall and my concerns again. The inspector examined inside the house, including the wall in question, and outside the house. He did have a few concerns, one being that he found evidence of mice in the attic and clogged gutters. He advised me of the services available for trapping the mice and installing leaf stoppers on the gutters. I decided to have the leaf stoppers installed. Because the work would be performed outside of the house, I did not need to be home for that. That was the first and only time that I was never at home when Orkin came to my house. As with past inspection reports, no evidence of termite activity was noted on the inspection report for 2023.

This year, I received a call from ***** to schedule my annual inspection. Because I had a busy work schedule, I asked for a day when I could have the first appointment in the morning or the last of the day. The inspection was scheduled for July ******, during the 8 am to 10 am timeframe. I reiterated that I needed to be first. I was told this inspection would be just for the leaf stoppers. I presumed that a separate inspection would be scheduled for the termites.

On July 9, ****** called Orkin around 9 am to see if they could tell me when the inspector would be arriving at my house. I was informed that he was In a meeting in the office and would be leaving soon. Inspector ***** ***** arrived, and a second ****** arrived in a separate vehicle. The other individual indicated that he was a visiting supervisor or manager from another city, I believe Toledo. They informed me they were performing both the leaf stopper and termite inspections that day. They performed a thorough inspection inside and outside, on the roof, and in the attic.

As in the past, I led the visiting inspector straight to the wall located in the recreation room and told him that the damage was getting worse. I did inform him that I had shown the wall to inspectors who performed past inspections, and they had indicated in the reports that no termite activity was observed. Upon examining the wall, he immediately stated it was termites. He indicated that he had been performing inspections for many, many years, much of that time in the south, and that this was termites. He pointed out a few places on the wall and the molding which he said was clear indicators of termites.

Inspector Smart also examined the wall, and we all discussed the termite problem. *** ***** had also noticed evidence of mice from droppings found in the attic and in the floor registers. He also noticed that with the leaf stoppers, which I just had installed last year for $1,779.00 (this also Included the warranty), there were gaps where rodents could enter, and he recommended that I upgrade to a product that would close off the gaps. I also informed both inspectors that I had moles in my yard, and they said that Orkin does have services to treat mole issues.

*** ***** had a lengthy list of items on his computer which I briefly reviewed, and he said that he would go back to the office and prepare a report and outline everything that was recommended. At that time, I provided my signature on the computer confirming the inspections were performed.

The visiting inspector then went out to his vehicle for a few minutes. When he returned, he said that he had just learned that I had not yet paid for my subterranean termite service for 2024. I found that very odd as I had never missed a payment, and it was usually paid through my bank account or ***** I offered to pay the invoice right then. He stated that the ****** I needed to speak with to make the payment was out of the office, but he would have him call me when he returned the next week. The visiting inspector said he was sure that this could all be worked out. I did find where I paid the $1,779.00 to Orkin. However, I could not find the payment of $91.05 for the termite account.

At that point, the Inspectors had been at my house for approximately an hour and a half, and it was after 11:00 a.m. They recommended that *** ***** contact me once he had everything listed out in the report and we could set up a time to meet to go over recommendations. I reminded them to inform the office that I needed to make my payment for 2024. The visiting inspector indicated he would go back to the office and get that taken care of.

On July *******, I received an email from Orkin containing the *************************** Report for the Leaf Stoppers. I knew the report for the subterranean termite inspection would take longer as it was much more involved and would take more time to prepare.

As of July 21, 2024, I had not received a call, a text, an email, or a report for the termite inspection. I found this very odd and sent an email to Orkin outlining what had occurred at the inspection on July 9, 2024. I also indicated that I needed to make the payment for my 2024 service. I also asked for a print-out of billing on my account and for the inspection reports up through the most recent inspection. I indicated that I was also still waiting to hear from Inspector Smart. SILENCE.

On July 27, 2024, I accessed my account online to see if the termite inspection report was available yet and to go ahead and make my payment for 2024. The only inspection report on the site was for the leaf stopper. There was still no report for the termite inspection. I was also unable to make the $91.05 payment because my balance was showing as $0.00. At that point, I sent another email asking for someone to contact me regarding the termite report and payment. SILENCE.

On July 29, 2024, I sent an email to Branch Manager **** ****** to follow up on the report and payment. SILENCE.

On August 21, 2024, I went to the ***** website and asked customer service for copies of all inspection reports and billing information. I received a billing print-out and several inspection reports. I was informed that their system could only go back to 2016 on the billing payment statement and 2018 on the inspection reports. However, there was still no report for the very thorough inspection performed by the two inspectors on my property on July 9, 2024. In reviewing the inspection reports, I noticed that some of the reports indicated that the customer was NOT home. I assure you that I was home for every single inspection every year!

It is now September 12, 2024, and I have yet to receive a call, a text, an email, or a copy of my termite inspection report. The inspectors came to my house in July and inspected every room in my house, the attic, outside the house, the roof, and the yard. Inspector Smart even measured my yard. I allowed the inspectors into my house to perform the termite inspection with the understanding and expectation that I would, in turn, receive a detailed, honest, inspection report along with a list of findings, concerns, and recommendations. *** ***** was very professional, and I know that he had every intention of following up with me. It is my guess that he was instructed by someone at the company not to release the report or do any further follow-up.

Now that I have been advised (at least verbally) by an Orkin inspector that I have indeed had termites, I will need to have this treated. Some of the termite damage discovered by ProSafe Pest Control, **** in 1997 is in the same area that has had termite damage for the past several years. My current infestation has clearly been active for many years. In fact, when I was outside a few weeks ago standing on the side of my house that has the termite damage, I noticed what looked like wasps on the house. Every single time I am outside doing yardwork, I look for wasps and wasp nests and Immediately remove them. Therefore, this was a new discovery. After looking closer, I noticed the insects were going in and coming out of a gap between the brick and the area under the roof. I looked closer and took photographs because they looked slightly different than wasps, more like flying ants. I then researched information on the Internet about flying ants and I discovered something unexpected. According to information on several websites, termites are sometimes mistaken for flying ants. I compared the insects in the photographs I took with the photographs online and it was disappointingly clear that I now have flying termites going in and out of my house. According to the literature I read, winged termites are usually seen outside of the house when they are planning to leave the colony and seek out somewhere new to live, eat and destroy. This was noted to usually occur three or four years after the infestation. This would make sense given when I first noticed the damage.

Please keep in mind that I am still a customer of Orkin given that I purchased the **** stopper and its warranty last year. I have also tried to pay for my 2024 subterranean termite service. It is a shame that I cannot get a response from anyone concerning my inquiries other than going through ***** customer service on the website.

If Orkin does not plan to step up and take care of treating and repairing my termite infested property, I will be contacting another extermination company to inspect and treat my property. If I do not hear from ***** by September 25, 2024, I will proceed with contacting another company. You can then expect to hear from me in the future with the bill and any other issues which may arise.
Business Response
Date: 10/04/2024
We apologize for the delay. The Branch Manager contacted Ms. ***** to discuss her concerns and inspected her home on October 1st. During the inspection there were no live termite activity found. The manager scheduled a retreat for an area where there was old damage. The manager also contacted the ******* company to fix her drywall and damaged area free of cost. Ms. ******* account has been reinstated. If Ms. ***** has any further question or concerns, she may contact us at **************, we are happy to assist with her pest control issues.
Customer Answer
Date: 10/11/2024
Attached please find my response. Thank you and please contact me with any questions.
Business Response
Date: 10/28/2024
We apologize for the delay. The Branch Manager contacted Ms. ***** to discuss her concerns and inspected her home on October 1st. During the inspection there were no live termite activity found. The manager scheduled a retreat for an area where there was old damage. The manager also contacted the ******* company to fix her drywall and damaged area free of cost. Ms. ******* account has been reinstated. If Ms. ***** has any further question or concerns, she may contact us at **************, we are happy to assist with her pest control issues.
Customer Answer
Date: 11/03/2024
As noted in my prior response, the wall at issue was treated. The drywall company did send someone to repair the wall on 10/23/24 and 10/24/24. However, he did not replace the molding at the bottom of the wall that was removed from that entire wall. I am working with the drywall company to come up with a mutually agreeable time for that to be installed. Thank you.
Business Response
Date: 12/02/2024
We apologize for the inconvenience in this matter. The local branch tried contacting Ms. ****** leaving a voice mail to contact the manager on his cell phone. In previous conversation with Ms. ****** she was waiting on the drywall company to replace the trim at the bottom of her wall and stated that she was satisfied with the work we did and that we fixed the drywall for her. If Ms. ***** has any further concerns; she may contact the manager at ************.
Customer Answer
Date: 12/03/2024
Please be advised that the ******* company did return again to finish the work on my wall, so it has been completed. I had contacted the company a couple of weeks ago and left a voice mail message that the work was completed. It went to the company's general mailbox. I did call again last night and left a voice mail for Mr. ****** that the work was completed. I am satisfied with the work and I wish for this matter to be closed. Thank you.
Business Response
Date: 01/02/2025
The Branch Manager contacted Ms. ***** to ensure her satisfaction with the work that was performed. If Ms. ***** has any further questions; she may contact us at ************.
Customer Answer
Date: 01/08/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:09/13/2024
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.
We purchased our house at the end of May 2022. It came with a one-year pest plan and a one-year termite warranty from HomeTeam Pest Defense. After one year (in the summer of 2023), we decided not to opt for the pest plan but kept the one-year warranty. We paid up front for the 12-month warranty. After the expiration of the warranty, HomeTeam automatically renewed the warranty on a month-to-month basis with zero notice. They said they sent a notice on July 26th, but we never received anything. We called after receiving a bill on September 10th. Even though they have our phone number and email address and reached out numerous times when they wanted us to renew the warranty in 2023, they didn't call or email once about the automatic renewal. I called HomeTeam on Wednesday, September 11, 2024, and was able to get them to reduce the bill by half. But I should not have had to pay anything. They billed us $33.60 twice and we paid $33.60 after the 50% reduction. I would like a refund for the $33.60. This is deceptive billing and should not be allowed.
Business Response
Date: 09/16/2024
We apologize for the delay. The General Manager contacted Mr. ******* to discuss his concerns and let him know that HomeTeam would reverse the charges and issue a refund. Again, we apologize for the inconvenience in this matter. If Mr. ******* has any further questions; he may contact us at **************.
Customer Answer
Date: 09/18/2024

Complaint: 22280506

I am rejecting this response because I have not yet received the promised refund.

Sincerely,

******* *******
Business Response
Date: 09/23/2024
We apologize for the delay in this matter. The local branch has credited the amount back to Mr. ********* credit card and he should see the refund on his card within 48 hours. If Mr. ******* has any further questions; he may contact us at **************.
Initial Complaint
Date:09/11/2024
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 have a 2 year service contract for termite damage.I had 2 appointments for termite inspection and they did not show up.I am leaving messages for the manager to call back and resolve this, but he is not answering.If they don't want to honor the service contract then i need the money back.
Business Response
Date: 10/10/2024
We apologize for the delay in this matter. The ************* has attempted to contact ***** ****** to discuss his concerns and resolve the pest control concerns, unfortunately, they have not received a return response. If the Talwar's could contact the ************* at **************, we are happy to assist.
Customer Answer
Date: 10/17/2024
The contact number is not valid. It goes to voicemail and it says its full.
Business Response
Date: 11/12/2024
We apologize for the inconvenience in this matter. The local branch conducted an extra reinspection of The Talwar's home on 11/9. The technician spoke with Mr. ****** and let him know he was coming for servicing on the interior of the garage and exterior of the home. During the inspection on the interior and exterior of the garage he did not see any activity on the termite bait. Mr. ****** was also able to see this as well. If Mr. ****** has any further concerns, we are happy to assist, and he may contact us at **************

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