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.

  1479 Parker Rd SE Ste 300 Conyers, GA 30094-6621

  
• 

  HomeTeam Pest Defense

  12677 Silicon Dr Hts San Antonio West San Antonio, TX 78249-3412

  
• 

  Orkin Pest Control

  1617 Westgate Rd Eau Claire, WI 54703-4929

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  

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:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales *** came out gave a quote and set for new type of gutters, pest control, insulation. On the day for the services to be done the crew caused damages. When informed they attempted to make corrections but the *** that came out took photos and notes of all the damages was let go. I had not heard from anyone . When I emailed the office I was responded with informing the person was no longer with the company they were sending another *** out to look at the claims. *** came out did the same as other *** and again there was no follow up. I emailed for a response and also called and left messages. Days later I get a call from office apologizing and that due to some inner office concerns and staffing issues this matter was given to the district manager. I arranged for district manager to come out and do the same-take notes, pictures. In findings I was told they were going to complete the insulation, have a roofing and chimney company come out to get estimate on the damages, have orkin come complete the insulation and the spikes in yard for the pest control. And then a follow up was to happen. A *** came re-did spikes and said the district manager will be in contact on everything else. Another orkin *** came out took additional pics and said the spikes were not done right, asked if anyone contact and or came out for other work-I said no, and he said he will inform the district manager. District manager contacted me said was in another city but will send a chimney and roofing company out to get estimates and do a follow up. In the mean time I was then getting calls from a collection company on the bill. Which I informed them of the situation, we did a three way call to the company to ask the issues and for a clarification and correction. The office secretary told us the district manager is handling the matter and that my account was in error sent and should not have been. That she will make the corrections. No answer or follow up. I called got no response.

  

  Business Response

  Date: 09/13/2024

  We apologize for the delay in this matter. The Region Sales Manager went to visit ****************** to discuss her concerns regarding her termite service, installation of insulation and gutter guards. ****************** contacted a roofing and gutter company for quotes on repairs and will be making those repairs next week.  The Branch manager is sending his team to repair the Sentricon stations that are out of place.  The local branch will continue to assist ****************** in resolving her pest control concerns.  In the meantime, ****************** may contact us at ************** for assistance. 

• Initial Complaint

  Date:08/16/2024

  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.

  Orkin (formerly TNT Exterminating) sent a technician to my house without my permission and is attempting to charge me for the service. I spoke with customer service to explain that I did not request service, and I was unaware of an ongoing contract, so I wanted my account closed and the charges to be removed. The customer service agent explained that she could not produce a contract, but that because they sent a text message to me before the visit, the visit was accepted. They have been relentless in trying to obtain $136 for the service I did not request. Even after I explained that I do not have a contract with *****, they attempted to send a technician to my house after until I intercepted him enroute.My only request is that they eliminate the charge on my account and close the account. Alternatively, they could provide me with a contract that they claim justifies an ongoing service commitment.

  

  Business Response

  Date: 08/22/2024

  We apologize for the inconvenience and delay in this matter. Unfortunately, ***** was unable to locate the agreement and credited $151.23 on the account. The ********************** contacted **************** to discuss his concern and let him know that the charge had been removed. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/14/2024

  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.

  Good evening,I contacted ***** to resolve an issue regarding ants in our home and reached out to them for their expertise and assistance in resolving this issue. The initial phone call I had with an intake representative lead me to believe the initial charge I paid for $448.50 covered an initial service as well as a follow up (or second service) from their company in the form of two visits. I was charged initially for the $448.50 and had both visits completed after my initial phone call. I was then told I owed $62.50 for the "second half" of my second visit and that my initial visit was $386 and that the remaining $62.50 paid for only the "first half" of my second visit. I hopped on a phone call with a representative from ***** and they preceded to tell me that I owed $62.50 for the "second half" of my second visit even though they also starting telling me that monthly services are $62.50. If monthly services are $62.50 then I should be all set as far as payment is concerned as I paid $62.50 out of my initial $448.50 toward that second visit. They are now telling me they will be sending me to collections for the "second half" of my second visit for $62.50. They have no interest in resolving this issue with me in order to retain me as a customer they only care about their $62.50 and have yet to fully explain why they think I still owe anything to them. I feel as though they are telling customers one thing in the beginning and once the customers start receiving services the charges for services aren't covering what they initially said they would cover. I have had no issue with their actual service and have had success with the services provided by those two visits but I cannot in good conscience continue to work with a company that isn't up front about their fee for services.

  

  Business Response

  Date: 09/09/2024

  We apologize for the inconvenience and the miscommunication on our part in explaining the billing process from the beginning of the service with **************.  The local branch has communicated with ************** to explain the details on the billing process. If ************** has any further questions, she may contact us at **************.

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service 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 attempted to reach out to two separate local office numbers, two separate national numbers, customer service email AND automated chat bot, and I STILL cannot get in contact with anyone to discuss my issues. My home was initially serviced on July 31, 2024, therefore I am invoking the 60-Day Money-Back Guarantee, requesting a refund of $183.27, and for my contract to be cancelled penalty-free.

  

  Business Response

  Date: 08/15/2024

  We apologize for the experience ************** has received, the ************* has attempted to contact her via phone, text and email to resolve her concerns and keep her as a valued customer. Orkin strives to provide our customers with quality services and concerns such as **************** helps us to better understand where we fell short.  Unfortunately, **************** does not want any contact with *****. The ************* has processed a refund, per *************** request for $183.27.  If **************** at her convenience, we would like to discuss her service, she may contact us at ************. Below is the email correspondence between the ************* and **************** which also has our contact information. 

  On Thu, Aug 15, 2024 at 9:33?AM ******************* <******************> wrote:
  

  Hello,
  I am reaching out in regards to your service that was completed on 7/31. Please give me a call at your earliest convenience so I can assist you with your request.
  
  Regards,
  ******************
  Region Administrative Assistant
  ***************
  Orkin Pest Control
  P: ************
  M: ************
  *******************************************************************************

  ___________________________________________________________

  From: ********************* <*****************************>

  Sent: Thursday, August 15, 2024 9:37 AM
  To: ******************* <******************>
  Subject: Re: ORKIN Service
  
  Thank you for reaching out; I am asking kindly that all communication stay within the BBB portal. Thank you for your understanding and cooperation. 
  
  

  Customer Answer

  Date: 08/15/2024

   
  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:08/14/2024

  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 signed a contract for services in June of 2024. I asked for a copy of the contract. It is now Aug 14, 2024 and I do not have the contract. They claim they cannot find it (back in June and early July). Mid July they said they would email it to me with 24 hours. I have yet to receive it. I called numerous times to follow up. They did not return a phone call until 8/14/24 to tell me they still cannot find the contract. They did some work, but did not finish as I was told that they would. This was after they never showed up for the initial service. While I have no problems paying for what was completed, ***** is demanding I pay the contract in full. But yet they wont give me the contract. The amount they are asking is also not what I was quoted. There are many other issues but this is the bigger one.

  

  Business Response

  Date: 09/16/2024

  We apologize for the inconvenience in this matter. The Region and Branch office has reached an agreement with Ms. ******* and will be reducing her bill significantly. The branch will be completing a section of the home that Ms. ******* feels was not finished as soon as she can make the home available. Again, we apologize for the delay in this matter and will continue to resolve Ms. ******* pest issues. In the meantime, she may contact us at **************.
  

• Initial Complaint

  Date:08/13/2024

  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 have a monthly recurring service with Orkin for mosquito service/spray for our yard. I was provided a new card through my bank, I then provided my information to ***** for the billing. ***** charged our account twice in July within the same week. When I called about it, we were told they forgot to charge for last month so they decided to charge twice this month for service. My wife and I let that slide this time. ***** then charged our account the next week for the same amount again. When called again, they stated they forgot to charge for services provided 3 months ago when the new account information was given. A refund was refused as the service was provided several months ago. Weve paid to orkin almost $200 ($65.99 for monthly service) within the last few weeks for one spray, $131.98 which were unexpected. This should NEVER happen to anyone else especially in this economy.

  

  Business Response

  Date: 09/04/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted ******************** to discuss his concerns regard his cancellation and agreed to refund them for the balance on the account and cancel service as requested. 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:08/13/2024

  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.

  Hi. Theres zero balance on the account as of right now. For the **************** that payment was posted on June 3. Thats what you just pay now. I have you on my schedule because I will be close to you on Tuesday the 18th. Would that work? And for that service will be $97.99 and they would like for me to collect payment at the time of service so you dont have to worry about it later.Claim I owed nothing as oh June then send a bill I paid cash for June then put me in collection stole money from me

  

  Business Response

  Date: 09/12/2024

  We apologize for the inconvenience in this matter. The ************* has tried contacting Ms. ****** to resolve her billing concerns leaving multiple voicemails and emails with not return response. The ************* did research the account and noticed numerous NSF checks in which the branch has cleared the balance to assist Ms. ******* If Ms. ****** could contact the branch, they will be happy to assist in resolving her concerns. Ms. ****** may contact us at ***************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22135401
  
  I am rejecting this response because:
  
  I paid you cash and if I did do something g u have to have  me by mail never agreed to have email letter and I have prove the bill

  I owed zero when u arrived June and  I paid u cash for June service 

  bunch of lies 

  this company is horrible 
  
  *** ******

  

  Business Response

  Date: 09/19/2024

  We apologize for the confusion in this matter. Ms. ****** did pay cash for her service in June, but the check from her *********** was returned from the bank as *** in July which created a balance on the account. The ************* has tried contacting Ms. ****** to resolve her billing concerns leaving multiple voicemails and emails with not return response, ************* could contact the branch, they will be happy to assist in resolving her concerns. Ms. ****** may contact us at **************.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22135401
  
  I am rejecting this response because:
  I have a text saying I had zero balance before u came in June July or august

  You never notified me by mail or calls

  i have continuing been harass by your company and bugs always are here at the house I paid you over five years I never had a issue  if I did you should have informed before you took cash for the last service and never informed of any issues about previous bills I have prove and further more I ask the manager to call me about my act which u canceled for no reason so how could I owe you more money it was a free service  you had bugs still in my house and u claim customer have that right 

  bunch of scammers 

  stole the money cash i gave you and if u did apply money you have to tell customers 

  I clearly ask what I owed before and you had zero I have prove 

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/13/2024

  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.

  In 2023 I paid Orkin for pest control evaluation at our summer, seasonal camp. After the initial assessment and treatment 17 JUNE 2023, I cancelled the paid follow up visit scheduled for 25 JULY 2023 2 weeks in advance as the camp was vacant. The Orkin representative arrived nonetheless, performed a cursory 12 minute evaluation and treatment and forged my signature. I was charged $118.80 for a 12 minute visit which I had previously cancelled. I complained to "****", ***** agent, who assured me of a complete refund. I also cancelled any further association with Orkin. I told **** that as the camp was seasonal the refund had to be sent to my permanent domicile, the address for which I provided. Nonetheless the check was sent to the camp. It arrived after I had closed the camp for the season. Due to evolving medical issues (hip replacement, coronary artery disease, aortic stenosis, acute myelogenous leukemia) I didn't realize this until we returned in June 2024. The check had expired by then. I called and explained the situation to ******* "****'s" replacement, who said he would have his boss "look into it". Nothing happened after 6 weeks despite several follow up phone calls which were never returned. ***** has committed fraud with a forged instrument. Documentation is available.

  

  Business Response

  Date: 09/05/2024

  We apologize for the inconvenience in this matter. The Region staff contacted ************ to discuss his concerns and confirmed that a new check can be reissued.  The Region resubmitted the check for payment and will be mailed to **************** PO Box. Again, we apologize for the delay and if ************ has any further concerns he may contact us at ***************.

  Customer Answer

  Date: 09/05/2024

   
  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:08/13/2024

  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.

  Paid for termite inspection for this year. This is the third time since the 30th of July, I was told someone would be here at the appointed time and he is a no show. The tech had reported he came to my house on the 29th of July. Im disabled. I have cameras on the front and back of my house and sit two feet away from a 10 x 7 ft picture window in the living room. I want his GPS record pulled, whoever he is. They were scheduled to come on the 7th of August, no show but told someone would be here today, August the 13th. I have been a customer for 46 years and spent big money with this company and get treated like this and lied about. Cause nobody but my pest control tech has been here. Here is what I want, the guy reprimanded, an apology from the company. I would have been fired for falsifying records on my job. Ive had vents put in my foundation. Ive had a moister barrier of plastic put under the house, Ive had insulation put under there and referred folks. Here I am, disabled and on a fixed income and this dude is ripping me off on a service I paid for..I should not be treated like this especially since Ive been with the company for so long.

  

  Business Response

  Date: 08/16/2024

  We apologize for the delay. The branch contacted **************** to schedule a service on 8/14 which was completed.  The Branch Manager also contacted **************** to discuss her service and the inspection that was completed to ensure customer satisfaction. Again, we apologize for any inconvenience in this matter and if **************** has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Orkin on 05-22-2024, to set up an appointment for 05-24-2024 to inspect and treat my RV for Pests. He came out, laid about 4 traps, and sprayed a little bit on the left side of my living room couch because I requested that. He then told me that the problem I am having will get worse for a few days and then I will see an improvement. After about a week afterward it did get worse, but it never improved. It steadily went worse. After two weeks, I called and set up a follow-up appointment with ***** for Tuesday between 8 and 11 AM. By about 10 AM, I had called because the technician had never come. I was informed, after numerous calls, that the technician was in a recertification test and the appointment was canceled. Over the last months, I have been calling the ****************** multiple times, spoke to ********, and asked her to cancel and refund me the money. ******** always told me the manager would cancel my account and then decide what to do with the money I paid, which was $121.82. I never heard from the manager. After numerous calls to Little Rock, I started calling the 800 number and always picked to get a quote, because otherwise I would end up with ******** again, and she, to be honest, infuriated me. Again I was told, my complaint would be sent to the manager and to wait for a call, which never came. ***** has the guarantee, that they will kill your bugs or come back until the bugs are killed. I have OCD, am disabled and am using an electric wheelchair. My son, who is also in a wheelchair, lives with me. The bugs are now so bad, they are crawling over us at night. One night I woke up with a bug in my mouth. We lost a lot of food due to the infiltration. I am clean and constantly have to clean because I see those bugs all the time. I can not walk on my floor without shoes, due to the bugs. I would like my money back.

  

  Business Response

  Date: 08/26/2024

  We apologize for the delay in this matter. The local branch contacted ****************** to discuss the service concerns and apologized for the unsatisfactory service and offered a service at no cost. The local branch has refunded ****************** for the service and in the future if ****************** ever has a need, we are hopeful they will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22134870
  
  I am rejecting this response because: I filed a complaint before, Orkin came out, to give me the free treatment, the regional manager apologized, but still to this point I have yet to receive my money back.
  

  
  

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

  

  Business Response

  Date: 10/02/2024

  We apologize for the delay in the delivery of Ms. ********* refund check. The Division has verified that the check is in the refund process and will be expediting the delivery of the check.  Again, we apologize for the delay in this process. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22134870
  
  I am rejecting this response because: I will not accept until I actually received the refund.
  
  Sincerely,
  
  ***** *******