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

• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  
• 

  Orkin Pest Control

  10101 W Innovation Dr Ste 500 Milwaukee, WI 53226-4832

  

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:09/11/2024

  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.

  I signed a contract with ***** on July 24, 2024. The contract included a termite service and a ********* ant service. The service amount was $2,250. I paid the service amount in full on July 26, 2024. July 29, 2024, the termite service was poorly completed and needed to be redone. I was recharged $2000 for a service I had already paid for. I reached out to have the money refunded, and I was refunded on August 1, 2024. The termite service was redone August 3, 2024 but no quality inspection was completed afterwards. Today is September 11, 2024 and I have called numerous times, still no quality inspection has been completed. On August 6, 2024, I received a message indicating that my service person, would be at my address at 1:15. I arrived at 1:25, and the technician had already left. I called customer service to let them know that I was there and that if he wasn't able to access the property, I was there. I saw the technician's truck parked three houses down the street, so I called again to inform customer service that he may be at the wrong address. I spoke with customer service on three occasions while the Orkin truck was parked down the street. The technician later indicated that he had completed the service. It was later confirmed by one of the managers that his GPS was in the area, so I'm sure it was his truck parked down the street. I received a message 1 hour later indicating that the service was complete while I was still sitting in front of the property. He was fraudulently pretending to be performing the service while realistically sitting in his car waiting for the right time to leave. I was again was charged $250 August 7, *************************************************************** advance. I didn't receive my money back until August 23, 2024 after contacting corporate numerous times. These people are all over the place and its very frustrating. Despite my numerous calls, there has been nothing but confusion and poor service.

  

  Business Response

  Date: 09/16/2024

  We apologize for the inconvenience in this matter. The Region Service Manager contacted Ms. ***** to discuss her concerns and will provide an additional $250.00 for the inconvenience to the charges to her card. Again, we apologize for any inconvenience this matter may have caused. If Ms. ***** has any further questions, she may contact us at **************.

• Initial Complaint

  Date:09/09/2024

  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.

  June 7, 2024 wrote a check to Orkin in the amount of $5,151.00(ck#*** from our bank, ******* ******) their services of new insulation in ***** and ********** treatment in basement. We were ask for our credit card for monthly charges of $90.initial *********************** monthly charge to spray outside through summer for outside bugs to discontinue in Sept but $50. Year around for ************ in basement year around. Orkin double charged us by also charging our ************** account *************** included a $600. Financing charge that we did not need or want since we paid cash, ). I called Orkin locally & explained they had also double charged us by submitting our ********* card plus extra charge of $600 for financing which we did not request either. The woman, assured me she was putting a check to **** ********* to pay for the mistake. In retrospect she should have sent a check to us for $5,151.00 for the double charge. We have gone back & forth with Orkin & ********* since May, June, July, August and nothing has been resolved. We have requested Our local 5th 3rd Bank (who pays all our ************** monthly charges) to Dispute the Orkin charges. I have our cancelled check that Orkin cashed our check (******* ****** Bank Account)#*** in the amount of $5,151. dated 6/7/24.

  

  Business Response

  Date: 10/04/2024

  We apologize for the delay in this matter. The Region office has tried contacting Ms. Tennill with no return response. The Region will mail Ms. Tennill a certified letter requesting a response.  The branch has verified that her refunded did go back to her credit card. If Ms. Tennill has any further questions, she may contact us at (256) 682-7572.
  

• Initial Complaint

  Date:09/09/2024

  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 had a house inspected for possible termites. I was quoted a price around Aug 22 I paid the tech. They cashed the check. I was informed it would be later that week or early the next week for the service. And someone would call. As of 9/7 no call no service. I have called them three times. 1st time they told me service on 9/8. And the manager would call. Second time I was told service on 9/13 and he would call. Sat 9/7 I left a message. I don't appreciate being lied to I paid them now I need the service done asap. They are holding up my other contractors. This house is part of probate and I can't do anything as far as the value, and issues to purchase it until they do the job they promised.

  

  Business Response

  Date: 09/19/2024

  We apologize for the inconvenience in this matter. The ************* tried contacting Ms. ******** via phone and text to discuss her concerns.  Ms. ******** did respond stating that the completion work was done and that is all she needed.  We apologize for the delay and if Ms. ******** has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:09/04/2024

  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.

  My son is attempting to purchase his late father's house. Prior to moving in the house needed to be exterminated due to roaches. I contacted the above company for services. I was promised that the company would keep coming back until the roaches were gone. My son's girlfriend was told on the 2nd visit that they were not coming back. When I received a bill for the 2nd quarter I called and explained my disappointment and wished to cancel the contract. The person I spoke with identified himself as the service manager and then the sales manager. He agreed to send someone out gratis for one more treatment. I said no because I felt that would continue the contract. He insisted on sending someone out so I relented. I got a bill in the mail and protested and told my story. I still got bills and phone calls requesting payment even though I explained the situation over and over. Then HomeTeam placed the account with a collection agency ARM services. I have gotten numerous phone calls and a hit to my credit report. I want HomeTeam to stop collection activities for $128.00 and remove the delinquency from my credit report.

  

  Business Response

  Date: 09/05/2024

  We apologize for the inconvenience in this matter. HomeTeam provided a pest control service for German Roaches at ******************** home as well as engaged in a contractual agreement for ongoing pest control service. To eradicate German Roaches HomeTeam renders a clean out service and an ongoing pest control service because German Roaches are a pest that takes two or more services to control, so an ongoing service is beneficial. After the second visit it appeared that the German ***** issue had been taken care of, but never heard from **************** to cancel the service. ******************** son did inform the technician that the German Roaches were gone so the cleanout was completed in Dec. when he went and asked at the quarterly service. 

  HomeTeam has reviewed ******************** the completed pest control services and is expecting payment for the services rendered.  If **************** has any further questions, she may contact us at **************.

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 22241191
  
  I am rejecting this response because: first off it was not my home; it is where my son is living until his father's estate is settled.  I contracted for removal of 2 types of roaches.  I was told it would be treated until the roaches are gone.  I  got correspondence telling me I had signed a contract and needed to pay.  I called back because my son's girlfriend told me that she was told only 2 visits which is not what the contract said.  I called and requested the contract be nulled and that was agreed to by Home Defense.  They wanted to send someone out to the house as a courtesy.  I objected and then relented.  Also my son cannot sign a contract until his father's estate is settled; financially it is impossible.  I have not shared with him all the problems Home Defense has caused me.  I will be sending a copy of the contract.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2024

  The HomeTeam *************** has reviewed ******************** concern, the agreement and services that were rendered. HomeTeam provided quality service that they were hired to do and is expecting payment for the services rendered. If **************** has any further questions, we are happy to assist; she may contact us at **************.

• Initial Complaint

  Date:09/04/2024

  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.

  Came to my residence to spray for fleas and roaches,that was the first visit.Did not resolve issue called ***** back and asked for refund.They said they had to come out and spray again.2 nd visit no results.There were numerous phone calls made in in-between visits.Did not received call back on several occasions.The assistant manager came out 3rd time.and sprayed.no results again.Still have issues with bugs.I want a full refund.

  

  Business Response

  Date: 09/13/2024

  We apologize for the experience ****************** had with Orkin, we strive to provide our customers with quality products and services.  Per ******************, request we have canceled the account and refunded his money. In the future if ****************** 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:09/03/2024

  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.

  6 months ago I had called ***** to come out for my mice and ***** problem they quoted me around $300 a few days later a tech came out and put down sticky pads and mice bait said he'd be back on Thursday to see what he caught on the sticky pads and figure out a treatment plan he never came back I called and they said they could come back out but I owed $300 more dollars I've called them numerous times told them they never did the services I paid for the first time they said the bill was for mosquito treatment I never asked for mosquito treatment I don't have mosquito treatment problem I still have mice I still have roaches and I've called and talked to him many times it seems we cannot come to agreement to fix the problem all I want is them to do the services I paid them to do the first time

  

  Business Response

  Date: 09/13/2024

  We apologize for the delay in this matter. The Branch Manager contacted **************** to discuss his concerns and keep him as a valued customer.  The local ********************** will be removing the balance of $142.50 and remove the mosquito service from the agreement.  
  The Service Manager will be contacting **************** to set an appointment to service for roaches and mice. He will also schedule 7-day follow-ups for a minimum of two weeks.  
  Again, we apologize for any inconvenience in this matter and if **************** has any further questions, he may contact us at ************.
  

• Initial Complaint

  Date:09/03/2024

  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.

  Hired pest control service for ant problem. The problem never went away and I called back to have them respray and it still did not help. They also came out for normal service while I still had the ant problem told them and still. The issue did not finally improve until I went to the hardware store and got ***** Liquid Ant Baits for $9.99

  

  Business Response

  Date: 09/06/2024

  Hello, we apologize for the delay in this matter. The local branch has contacted ****************** to discuss her concerns and apologized for not being able to address her ant issue. The manager has issued a full refund of $382.00. Again, we apologize for the inconvenience and if ****************** needs further assistance, she may contact us at **************.

• Initial Complaint

  Date:09/03/2024

  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 am requesting $145.00 for reimbursement for damages/repairs to our sprinkler system when Orkin installed termite traps. Orkin (********, VA - **** *****) has been unresponsive to my multiple calls and requests for reimbursement.Dec 2, 2023- Orkin installed termite traps at our home. Invoice #********* for $3,061.00 May 1, 2024- Turned on our sprinkler system after the winter and discovered leaks in our underground sprinkler system right at the location of Orkin's termite traps. I called Orkin and spoke with **** ***** (Manassas Branch manager), who verbally agreed to pay for the repairs to our damaged sprinkler pipes that they caused when they drilled their termite traps, as long as it was less than $250. May 14- Precision **************** came to our house to inspect and ultimately make the repairs to our underground sprinkler system. The cost was $145.00.May 15- I emailed Precision ****************'s invoice to **** *****, asking him (Orkin) to pay the bill as per our previously agreed upon arrangement.May 23- Emailed reminder to *. *****- no response May 29- Precision **************** charged me $145 for payment of their invoice May 30- Called Orkin, left a message with office to have *. ***** return my call- no response Jun 19- Emailed *. ***** to reimburse me $145 for the damages Orkin caused.Jul 9- Called Orkin, left a message with office to have *. ***** return my call- no response Jul 15- Emailed reminder to *. *****- no response Jul 17- Called Orkin, left a message with office to have *. ***** return my call- no response Jul 19- Emailed reminder to *. *****- no response Jul 29- Emailed reminder to *. *****- no response Aug 8- Called Orkin, left a message with office to have *. ***** return my call- no response Aug 18- Emailed a reminder to *. *****- no response Aug 28- Called Orkin, left a message with office to have *. ***** return my call- no response Sept 3- Called Orkin, left a message with office to have *. ***** return my call- no response

  

  Business Response

  Date: 10/01/2024

  We apologize for the experience and the inconvenience that Ms. ****** has received. ***** strives for exceptional customer service, and it looks like we fell short.  The *************** verified that the refund check for the damaged sprinkler has been processed, please allow 10 days for mail delivery. Again, we apologize for the delay and inconvenience in this matter. If Ms. ****** has any further questions or concerns; 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:09/02/2024

  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.

  My husband and I originally contacted ***** (or also appearing as "Rollins" on BBB) due to a suspected yellow jacket activity going on near the corner of our roof. A technician was sent out who conducted a routine spray but advised we would need a inspector to come out as he said it was actually wasp activity. He claimed in his report he would reach out to one. No one ever got in contact with us. So I went ahead to schedule this appointment with the ************* a week later the same technician came again. He came with no supplies or equipment, which my husband were really upset about since he initially confirmed our suspicions in there possibly being a nest. We had to supply him with our own ladder and flashlight and beckon him to check for activity in our attic and gutter area at least. He then gave us a remorseful excuse that the office was supposed to reach out to us for the inspection. When my husband expressed how upset he was that he was there instead of an inspector, he kept ensuring us that he would be "on their a@%^" about coming out. Until this day we have heard nothing and have been calling and leaving voicemail. We have a 17 month son and these wasps are entering our home. We will hold them accountable if anything happens to our child. We are hugely dissatisfied with our service and require an inspector to come ASAP or a full refund.

  

  Business Response

  Date: 09/06/2024

  We apologize for the delay in this matter.  The Service Manager visited ***********************'s home on 9/4 to address her pest issues and the Region Manager followed up on 9/5 to ensure **************** de Oca's satisfaction with the service.  We apologize for the inconvenience in this matter, if **************** de Oca has any further concerns; she may contact us at **************.

  Customer Answer

  Date: 09/07/2024

   
  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:08/30/2024

  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 booked a service with *****. The 1st time it had to be rescheduled because they failed to inform us that our pets had to be removed from the home. We have a bird and dogs which I explained to the agent at the time of booking 2nd time when they arrived the service could not be performed because we were not informed that the furniture and things had to be moved away from the walls and things. The bigger issue was we had no clue the service was not performed until I called the office ( I called the office because when I came back from the store I asked my husband did ***** leave already and he said yes Im like how did he finish so fast. I had been gone not even 10mins) my husband then indicated he actually sprayed while I was still removing our large bird from her cage. Im like how ? They said the animals has to be out the house for 4 hours cause its not safe) I was then informed the service wasnot performed and we would have to have rescheduled be sure the furniture and things needed to be moved away from the house walls. I said well why didnt the service man communicate that with my husband? How would we have known we needed to reschedule it? Mind you we had 3 dogs and a bird outside just sitting thinking they couldnt return into the home for 4 hours in humid weather ( 2 frenchies a mastiff and a parrot). They apologized but I told them because of the lack of communication and disregard for my animals we no longer wanted the service. I had previously had a 1 year contract and loved the service *****************. So we booked with them again. The manager then proceeded to tell us he would not refund us. But would consider 50%. That was unacceptable to me since this issue was because they failed to communicate the needs for service not once but twice. No money was ever refunded and no fog service was ever rendered. We end up spending more money about $200 at ********** and doing it ourselves.

  

  Business Response

  Date: 09/04/2024

  We apologize for the inconvenience and experience ************** has received.  The local branch tried contacting ************** leaving a voicemail stating that they have refunded the account for the full $259.70, and she will be receiving a check in the mail. In the future if ************** ever has a need; we are hopeful she will give us another chance to prove our commitment in providing exceptional pest control service. ************** may contact us at ************.