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:05/02/2025

  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 had a contract with the ********, Mo Orkin, (actually five for different services). One of the services was for mice infestation. They came removed insulation and they put tar in the crawl space and made a huge mess, which they admitted to. They said they would come back and take care of cleaning up the mess. They also gave me $3200 (the whole job, with the 5 contracts was for $15000) for my inconvenience. They never came back and now I have about 5 mice nests and the problem is worse. I had a five year contract and they said they would call me regularly and come out if I had any problems. I have had no calls. I have a worse situation than when they started. **** ***** is the person I worked with. He said that he would refund my money if I wasn&#**;t satisfied and if the problem wasn&#**;t fixed. No one will call me back.

  

  Business Response

  Date: 05/08/2025

  We apologize for the inconvenience in this matter. The Region Manager contacted Ms. ******** to discuss her concerns and set up an appointment to inspect the property.  The Region and Branch manager inspected the home on 5/6 at 2pm.  The Region Manager followed up with Ms. ******** on 5/7 and agreed to refund $11,800 and cancel her account.  We apologize for the experience Ms. ******** has received, Orkin strives for excellent customer. 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:05/02/2025

  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.

  ***** promised complete satisfaction. They offer a 30 day money back guarantee. They came to my house three different times . They never cleaned spider webs, filled cracks, or any of the things they promise on the website. I still have ants. Their products do not work. I am out $150 and I want my money back. The local office says, they won't give me my money back.

  

  Business Response

  Date: 05/06/2025

  We apologize for the delay in this matter. The Region Manager reached out to Ms. ****** to discuss her concerns and resolve the pest issues.  The Region Manager agreed to a money back guarantee and if Ms. ****** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 05/06/2025

   
  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:04/30/2025

  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.

  Contacted Orkin due to finding mouse f**** and mice in *****. received quote for sanitation, prevention, insulation removal and new insulation install. The Work started on November 4th 2024. from the first day work was not being done as stated in contract. spent their time making it look like we were getting what we paid for but that is not what we got. didn't remove all insulation they were suppose to. then they finally did but did not replace the insulation were they removed it from. in other places they had shoved steel wool and insulation against can lighting causing a fire hazard. blocked soffit vents and damaged our hvac ducting. took them until Feb 2025 to finally fully insulate only one of the attics they worked on and that is because My husband and i had to pull all flooring out of the attic to show them for a fourth time that they still did not install all the insulation as indicated on contract. they messed up the smaller attic with my hvac ducting that i would not let them back in it because everything that was discussed was not what they were going to do when they came out. I have had to have another company come in and do an energy audit to prove the amount of damage Orkin did to our home. I have to have another contractor come out to fix the damage orkin has done. Orkin has tried to correct the problem by just continually saying we will fix it along with a minimal amount of money off of contract. they have not taken care of there side and it is affecting my husbands credit. they have proven over and over they have no clue what they are doing when it comes to insulation and product safety issues and building codes. i would like them to pay me the amount i have to pay the contractor to fix what they did. Honestly i would like the whole amount paid to orkin back. there is also not enough space to go into all that was wrong and damaged. we could of lost our home because of there negligence.

  

  Business Response

  Date: 05/29/2025

  We apologize for the delay in the matter. The manager contacted the customer to discuss their concerns, and the local branch has submitted an allowance to Rollins ****************** for $907.00.  ************** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23268711
  
  I am rejecting this response because: that is not satisfactory.   I had to pay another company 6 thousand dollars to fix the neglagence/damage orkin did to our home.  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/06/2025

  We apologize for the delay. The *************** is researching the concern and will continue to work with Ms. ******* to resolve her pest control concerns. In the meantime, she may contact us at **************.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23268711
  
  I am rejecting this response because: we continually contacted you and you continually said one thing and did another. You have no clue about building codes or safety. You left attic soffts and baffels stuffed full of insulation blocking all airlow in attics. We had insulation in our hvac system from the damage your technicians did to it. Everytime we brought this up you blew us off. My husband and I had to do extensive work that should have never had to been done to continue to prove and document that you were lying about what was done. We want the 6 thousand dollars we had to pay to another company to fix all the damage you did to our home.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/30/2025

  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.

  First Jan 2025 I have no contract, no information about contracts, contract options & did not know I would be billed $195 for a contract w/ Rollins, parent company. ***** has no signed contract from me or email correspondence. I called in March, unable to find my account on their website search. 2nd, local ***** allows the corporate Orkin to mislead customers into believing they have to have a contract at $195. a year. When you explain that you did not want a contract local ***** says they can't do anything about that, it's corporate, sorry, good-bye. ************** Orkin/Rollins charge you for an annual contract without telling you about additional charges 1. no welcome email, 2. never send contract 3. no contact, 4. no invoice or receipt for any charges. They surprise you (and are confused themselves) when you are charged $60.94 2/14 and 61. on 3/7 and tell you it's an easy-pay monthly charge. Supposedly the pest person comes and charges you 50% of a $129 every other month charge at the every other month time of service. They came 1/7 and 2/7 - not every other month. I was charged $195 for a contract I did not want and thought was a total fee. Then $60.94 for 2/14 visit and $61 for no visit on March 7th. After speaking to agents who further tried to confuse me (in 3/17 employee said she had me on a list that very day 3/17/25 to enter me up and send me the contract and invoices & welcome email {amazing timing}). I was never sent anything. I was told I did not need a contract at all but they were not reimbursing me the $195 because it was done by corporate, and they were not taking responsibility for whatever the corporate office said. The charge for a visit w/ no contract is $250. This is grossly overpriced. I tried to negotiate reimbursement, but they did not care if I called the bank or if I complained on BBB. I canceled everything. I'm getting nothing back and they say they don't care. I want to be reimbursed for the $195 for a contract I never had.

  

  Business Response

  Date: 05/07/2025

  We apologize for the inconvenience in this matter.  The branch manager tried reaching out to Ms. ************ to discuss her concerns, leaving a voicemail.  The manager has processed a full refund but would like to discuss the concern at her convenience. The Ms. ************ may contact the manager at **************. 

• Initial Complaint

  Date:04/28/2025

  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.

  Their charging me for services not rendered I still have the same problem and they do Nothing about it

  

  Business Response

  Date: 05/28/2025

  We apologize for the inconvenience in this matter. The Branch Manager contacted Ms. ****** regarding her concern and the local branch will service her home as she requested with her considerations.  The services were completed on 5/8 and a callback on 5/23.  Again, we apologize for the inconvenience and will continue to resolve any further concerns with Ms. ******* In the meantime, she may contact us at ***************

• Initial Complaint

  Date:04/28/2025

  Type:Billing 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.

  Getting billed for an account that is not mine and not getting billed for the account located at my service address. The issue is that my brother and I have the same address but different condominium unit numbers - but that seems too complicated for anyone to understand or correct.Thus, creating a BBB complaint (sadly) that could have easily been rectified by LISTENING.

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay in this matter. The manager contacted Mr. ****** to discuss his concern, and it was realized that he lives next door to his brother's condo and was getting bills and service requests on his brother's account. We apologize for not get getting this resolved quickly, but the service manager has corrected the issue and gave his direct line to speak with him for any further needs.  Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 04/29/2025

   
  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:04/28/2025

  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.

  We received service for pest control on 4/4/2025. The cost was $372.23. The company charged our account twice. We notified them immediately and were told that they had a qlitch in the system and several people had this happen to them as well. We were informed that they would credit our account. After a few days of no credit, we called again and were told that the problem would be fixed that night or by the end of the next day. The next day, we received a call saying that their system wouldn't let them credit our account, and they would be sending us a check in the mail. We have called twice a week since then to let them know that we have not received a check yet. We also received a $32 overdraft fee due to not having the money in the account to cover the double draft. We really need this money and feel as though we are getting no where with the company.

  

  Business Response

  Date: 05/29/2025

  We apologize for the inconvenience in this matter. The local branch contacted Ms. **** to discuss her concerns and agreed to a refund for $372.23. Again, we apologize for the inconvenience in this matter and if Ms. **** has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:04/23/2025

  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 contacted Orkin (**********************************************************************************************************) on 4/7/25. I was informed and saw that rodent bait boxes surrounding Community Village Apts has not been serviced in at least a few months. I did not catch the woman's name on the phone who answered, but I left her my message for the manager to call me back. In the afternoon of 4/7/25, I spoke with a service manager (******) after playing phone tag a couple of times. I told him what was discovered and name of the ************* technician from 11/2024 - 3/2025. Work order reports were sent to my email monthly. That's the only way i knew that Orkin was on the property. ****** was very apologetic on the phone and seemed like he wanted to make is right, but all he offered was future discounted services. I politely said, the last few months back you were getting paid for services that were not provided at all. The only deal I want to settle on is to eliminate the March 2025 balance of $253.39 and to cancel our services. ****** said he would check into it and call me back. Never received a call. I understand people become busy, I'm busy myself. I really thought this was going to work out just fine. Time got away from me, so I contacted Orkin back on the morning of 4/21/25 after receiving notice of the invoice still owed. Found out my services were never canceled either. I was supposed to get another call from the manager and have not. I have work order reports and a few photos (two service punch cards and unserviced bait stations). Written numbers on photos label the buildings. I already have the mess handled. Please just cancel service and eliminate and the balance of $253.39 (including any or all hidden taxes/fees).

  

  Business Response

  Date: 05/22/2025

  We apologize for the delay in this matter.  The *************** has verified that the account has been cancelled, and the March service/invoice has been credited. Again, we apologize for the inconvenience in this matter. If Ms. ****** needs further assistance, they may contact us at ************.

  Customer Answer

  Date: 05/22/2025

   
  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:04/21/2025

  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.

  In October 2024, my wife and I hired Orkin to remove bats from our home. Our sales *** told us Orkin could remove the bats, seal the house, install bat cones, clean up the bat feces, and disinfect the area. Our sales *** also offered that they could blow insulation back into our attics, we declined this services as we were able to do this ourselves. Our total estimate came out to just under $6,500.For scheduling, the team never arrived within the window they told us they were going to, with no communication when they were running ******* October, the team arrived and sealed up the house, removed insulation we had in the 1 attic, and left (leaving any bats still inside trapped). Bat cones were not placed, so I called. A week later they came back, installed the cones, and supposedly cleaned. I checked their work afterward and found piles of bat f**** still in the attics. We weren't expecting perfection but the obvious and easy to reach piles still remained. I called and requested a partial refund since the guys failed to vacuum up the bat p*** after they told us it was all clean. Orkin denied the partial refund and sent out a separate team to complete the job for a third time.We were told the bat cones would be taken down in ********************************************************************* April 2025.We were told that someone would be out between 12 and 3pm on April 17th. Nobody showed up or called us that they were not coming. I called about 4:30pm and asked what happened, I was told that our appointment got deleted out of the system. They offered to come between 7:30-8am on April 18th, and again, they did not come or call. I called the Ft ***** branch, our sales ***, and the guy who was supposed to come around 10:30am that day, and I was told that he would be out before 3pm. Again, they did not come or call. The cones were finally removed April 21.We would like a partial refund due to our time spent and PTO taken from work due to their poor communication.

  

  Business Response

  Date: 05/15/2025

  We apologize for the delay in this matter. The Manager contacted Mr. ***** to discuss his concerns and rendered a service to remove the bat cone and sealed the opening on the home.  Again, we apologize for the inconvenience and if Mr. ***** needs further assistance we are here to help.  He may contact us at **************.

• Initial Complaint

  Date:04/16/2025

  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 recently hired Orkin to address a termite infestation in my home, trusting their expertise. However, the experience was far from professional. Key details about the treatment, specifically the need to drill holes every 12 inches inside my house, were not disclosed upfront. I only learned about this requirement after I had already spent $1,200 on preparations, including removing the underlayment in my crawlspace and clearing turf around the house. This lack of transparency left me feeling misled and frustrated. When I declined the drilling, Orkin canceled the service, leaving me with the costs of the prep work. This experience has been disappointing and costly, and I feel compelled to warn others about the lack of communication and accountability

  

  Business Response

  Date: 05/12/2025

  We apologize for the experience Mr. ****** has received, ***** strives for excellent customer service and would like the opportunity to resolve his concerns. The Branch Manager has tried contacting Mr. ****** to resolve his concerns with no return response.  The manager also mailed a certified letter with no response. Again, we apologize for any inconvenience and if Mr. ****** would like to resolve his concerns, he may contact us at **************.