Complaints

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

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• 

  Rollins, Inc.

  2170 Piedmont Rd NE Atlanta, GA 30324-4135

  
• 

  Rollins, Inc.

  1355 Bells Ferry Rd Marietta, GA 30066-6011

  
• 

  Rollins, Inc.

  179 E Burr Blvd Ste G Kearneysville, WV 25430-4964

• 

  HomeTeam Pest Defense

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

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  

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:05/11/2025

  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.

  On Saturday, May 10, 2025, I contacted Orkin at 8:43 AM after reading their online promise: Call before 2 PM for same-day service. I was dealing with an emergency bee infestation inside my tenants townhouse, which had already forced her and her 10-year-old son to sleep in a hotel the night before.I spoke with a representative named Van, who initially said the appointment would be for Monday. I explained the urgency, and he made a call to his field team and confirmed a same-day emergency visit between 122 PM. I provided my credit card and signed the required documents. I was told the technician (*******) would call 30 minutes prior to ********** one ever called or arrived. I followed up multiple times. At 1:30 PM, I was told the office was closed but the technician was likely running late. At 2:30 PM, a representative named ****** confirmed the urgency was documented and said ******* was unreachable but still expected to arrive. Despite more calls, no one followed up or came. We waited the entire day for nothing.This was a clear case of misleading advertising. I was promised same-day service and was charged emotionally and time-wise for a service that was never delivered. ***** has made no effort to follow up or resolve this issue. No one from the company has contacted me since. I have also asked that no charges be processed to my card since the service was not rendered.I am filing this complaint to report the deceptive nature of this companys same-day service claim and the lack of accountability.

  

  Business Response

  Date: 06/03/2025

  We apologize for the delay in this matter. The manager contacted Ms. ******** and apologized for the mix-up and arranged for a technician to go out to her home the same day. Ms. ******** decided to cancel the appointment and stated they are no longer in need of the service. Again, we apologize for the inconvenience and in the future if Ms. ******** ever has a need, we are hopeful she will give us another chance to prove our commitment to providing exceptional pest control services. Please contact us ************.

• Initial Complaint

  Date:05/09/2025

  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.

  Orkin I was told when I first signed up that the initial 160 dollar charge was for the set up fee and the first 2 months of pest control. They do a visit then come back 30 says later. Then it would be 88 every 2 months.They came the first time, I still had bugs, they came a second time, still had bugs. I called to have them come out and correct the problem. And they told me I owe 88 dollars for the second visit. That They wouldnt come out again until it was paid. This is not the pretense that I signed up under. I told them this and they were completely dismissive and rude. I asked to speak to a manager, I was told he was in an attic somewhere and would call me back. This was a week ago. I called 2 times since then and then multiple times in the last couple of days and have still not been able to talk to a supervisor. In fact I get the same rude lady every time who has resorted to hanging up on me anytime I call. This company has been treating me like scum, its reminiscent of getting collections calls talking to these people. At this point since they wont talk to me the only choice I have is to file a claim with my bank. I would much rather have this resolved, but the company doesnt seem to care about keeping me as a customer.

  

  Business Response

  Date: 06/06/2025

  The Service Manager contacted Mr. ******** and apologized for any misunderstanding on our part in describing the service. The manager has processed a money back guarantee of $88.00 and canceled the account per his request.  Again, we apologize for the experience Mr. ******** has received with Orkin. In the future, if Mr. ******** ever has a need, we are hopeful he will give us another chance to prove our commitment to providing exceptional pest control services. Please contact us ************.

• Initial Complaint

  Date:05/09/2025

  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 wanted to cancel my initial treatment but there is no one to answer the phone. My first call to the 888 number skipped past the service representative to leave a rating for the call. I called back and left a message stating that I want to pay for the initial consult that I was not given the opportunity to cancel and end the business relationship as of today. I expect your prompt attention to this matter with NO additional attempts at making a sale. Thanks!

  

  Business Response

  Date: 05/12/2025

  We apologize for the experience Ms. ***** has received at the *****************, Orkin ****** for excellent customer service. The local ********************** contacted Ms. ***** to discuss her service, and she state she wanted to cancel her service. The branch offered to change her service to a one-time visit with a follow-up service at no charge, but she stated she would think about it. At this time Ms. ***** account is cancelled Again, we apologize for the inconvenience and in the future if Ms. ***** ever has a need, we are hopeful she will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising 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 was notified that my termite renewal was coming up and to pay if I wanted to renew by mail and email. I didnt want to renew so I didnt pay the amount. I tried calling Orkin multiple times over several months and never received a response. The Orkin technician called my spouse on May 6 and notified him that the service had been scheduled for May 7. I had not received a response from Orkin even after leaving multiple messages that I wanted to cancel my services. I attempted to contact them multiple times through every number available with no response. The technician indicated if we dont pay the renewal fee we would be sent to collections.

  

  Business Response

  Date: 05/08/2025

  We apologize for the delay in this matter.  The manager contacted Mr. ****** and let him know that when a renewal is not paid the account would just lapse and they wouldn't have the coverage anymore. He also let him know their account was canceled and that they have a refund provided to them. Again, we apologize for the confusion on our part in this matter and if Mr. ****** has any further question about his account he may contact us at **************.

  Customer Answer

  Date: 05/08/2025

   
  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:05/06/2025

  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.

  Hello! I purchased my home in 2022 and took over the existing termite protection policy with Orkin, which covers termite prevention and treatment. For the record, there has never been any termite activity or related damage at the property. I placed my credit card on file to auto-renew the annual $25 policy. In August 2024, I contacted Orkin and was surprised to learn that my service had been terminated. I had never received any notification or explanation for this.After further inquiry by the branch manager, it was discovered that Orkin had the wrong mailing address on file. As a result, I never received any letters notifying me that payments needed to be made over the phone, or that my service would be canceled otherwise. The branch manager was helpful and assisted with reinstating my service, waiving the reinstatement fee and charging my card $50 to cover two years of renewals. I received a confirmation number and believed at that point that my service was fully ************* February 2025, I spoke with an agent who informed me there might have been an administrative error as the branch manager changed. She charged my card another $25 for renewal and gave me a transaction confirmation. I believed the reinstatement process would surely be completed ****** March 2025, I followed up again to get written confirmation that my service was active. I was told by an inspector that the branch manager would reach out to confirmbut never heard back. I reached out to Orkin multiple times throughout April 2025 but still received no ***********'s now May 2025. Although I have receipts and transaction records, I have yet to receive a written confirmation that my policy is active. I'm frustrated by the lack of communication and the repeated failure to resolve what should be a simple administrative matter.I am requesting written acknowledgment that my termite protection policy is fully active and in good standing, with appropriate coverage restored retroactively. Thanks!

  

  Business Response

  Date: 06/03/2025

  We apologize for delay in this matter. The manager contacted Ms. ** to discuss her concerns and reinstated her account. If Ms. ** needs any further assistance, we are happy to assist. she may contact us at **************. 

• Initial Complaint

  Date:05/06/2025

  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.

  ******* call the business back on April 29, 2025 and spoke with ***** about the technician not coming out on Monday, April 28, 2025. ******* call back on May 1 and spoke with **** and ask for a mamager. The manager would not let her get a word in at all and was very unprofessional. ***** the technician had cancel numerous of appointment and did not have the professionalism to call and reschedule. If the technician was **** or **** this would not have happen at all.

  

  Business Response

  Date: 05/08/2025

  We apologize for the confusion and scheduling matter; the local office contacted Ms. ******** to discuss her concern and moved her service to a new technician that will contact her to schedule the service.  Again, we apologize for the experience Ms. ******** has received, Orkin strive for excellent customer service and if Ms. ******** has any other concerns she may contact us at ************.

• Initial Complaint

  Date:05/05/2025

  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.

  Orkin put new insulation in my moms attic and when we went up to check damages from the storm it was noticed that they knocked off the dryer vent that goes through the attic to the roof which is a fire hazard and a mold and mildew issue if it gets cold with the moisture. I have been contacting them since April 16th and have been told they would fix it but they say they will be there on Friday May 2nd they never showed called and talked to a manager and he said they were short staffed and they would call to set a new appointment. I called today May 5th was told they were not answering the phone and that they would call me back. Im tired of getting the run around the part is $8.00 and takes 15 minutes of time to fix. I spent over $16,000.00 to have this issue with the attic and chipmunks and squirrels fixed. They knocked off the dryer vent no one else has been up there until I went up to look at it.

  

  Business Response

  Date: 05/12/2025

  We apologize for the inconvenience in this matter. The manager contacted Ms. ******* to discuss her concerns and rendered a service on 5/7 to install the vent. Again, we apologize for the inconvenience and if Ms. ******* need any further assistance; she may contact us at **************.

• Initial Complaint

  Date:05/05/2025

  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.

  In Feb I was scheduled for a pest treatment and since its before bug season I asked if I could reschedule later. They said no, but you could cancel and restart your service later. They put me on hold to talk to someone. I didnt want to cancel my service for fear of being charged more. I had a business call and had to go while I was on hold. They canceled my service without my approval or knowledge, and when I called to find out why they never did the treatment and to schedule one, I was told my service was canceled and I could restart it, but at a rate of about $100 more a year. I told them I didnt cancel it, and they are apparently digging their heals in. I feel they purposely cancelled my service so they could charge me more. Im just asking for my service to be un-cancelled and be at my previous rate.

  

  Business Response

  Date: 05/06/2025

  We apologize for the experience Mr. ******** has received and would like to escalate his concern but need a little more information.  Mr. ******** did not mention which pest control providers he had an account with.  If he could let us know we will send his concerns to the appropriate Division for escalation.  Thank you.

• Initial Complaint

  Date:05/05/2025

  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 was charged for termite infestation. I hired an independent housing inspector and consultant to assess my home. The inspector found no evidence of current or past termite infestation in my home.The independent housing inspector also found that the attic insulation installed by Orkin was not done correctly and does not meet standard code regulations for my home. I will need to hire a company myself to reinstall my attic insulation according to the Code R-49 for proper protection. There was a lack of communication and documentation by *****. Despite multiple calls in March and April of 2025, never came to do a final review or inspection of the home, never provided promised photos or documentation of the service. I received no follow-up contact, schedule for review or written report that I was promised. I had previously cleaned my home of any mice and had hired an independent local service person to also clean my garage. ***** did not provide any work inside my home regarding elimination of mice other than repellent. Outside wiring around the porch was done but I dont think that is effective in mouse activity due to the nature of mice being able to enter small spaces. The wire was around my outdoor porch which is an addition to my home. I reported this matter to the Better Business Bureau with my dispute and complaint. Given the discrepancy between Orkins findings and the reputable independent housing inspector and consultant of not finding any evidence of past or current termite infestation, the improper installation of attic insulation installed, and the lack of promised documentation and follow-up, I feel the charges billed to my account are unwarranted. I am disputing these charges due to potential misrepresentation of services and the inadequate work performed. I request you take appropriate action to resolve this issue. I look forward to your prompt response and fair resolution to these charges.

  

  Business Response

  Date: 06/03/2025

  We apologize for the inconvenience in this matter. The manager reached out to Ms. ******* to discuss her concerns regarding the service and allowanced $2962.70 on the termite account. Ms. ****** had another third-party inspector come out to inspect the insulation, and waiting to hear back from her on what they found. The manager has requested to inspect her home or send pictures of the work. We will continue to assist Ms. ******** in resolving her concerns.  

• Initial Complaint

  Date:05/03/2025

  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.

  Orkin is running a SCAM by charging over $2,500 for a job which took less than 3 hours. Orkin is price gouging. I am dissatisfied with the overall job. I want my money back and I will never use this company again.

  

  Business Response

  Date: 05/12/2025

  We apologize for the delay in this matter. The manager contacted Mr. ***** to discuss his concerns and agreed since he had a quote of $1500.00 for the service, he agreed that we would refund the amount after that price of $919.39 to be refunded. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23283707
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/16/2025

  The Branch Manager contacted Mr. ***** via text regarding the quote for $1500 from another company.  The manager expected the quote and let Mr. ***** know that we would refund anything paid after the price he was quoted by the other company, and he agreed. All monies paid over $1500.00 were refunded.  We apologize for any inconvenience in this matter.