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:04/15/2025

  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 contacted Orkin/Rollins on 4/7/2025 to advise them of a duplicate ACH draft, which they erroneously withdrew for my April 2025 service I spoke to ******* and attempted to explain my issue to no avail ******* advised that only the manager would be able to assist with my refund and there was nothing she could do I asked for an email to send in proof of the erroneous charge, along w/requesting to speak to a manager ******* stated that ******, the branch manager, agreed to issue a refund for the double charge of $192.69 which would take 7-14 days to be issued, along w/a courtesy service It has now been over 24 hours and Ive received no response from ******/Orkin/Rollins and I still do not have the refund in my account as of 4/8/2025 Below is the email I sent to the Branch Office to request further review and a manager call back:"I contacted your office and received the absolute WORST SERVICE from *******; she was very comfortable cutting me off and telling me that I was wrong about being double charged for the ********** no point did she attempt to assist me and her behavior was unacceptable! Even when I told her I was able to provide proof of the double charge, she was dismissive and told me, theres nothing I can do without a managers approval. Absolutely no attempt to assist me with resolving this issue.I had to ask for an email to send proof and had to ask for a manager, who she advised was in a meeting and wouldnt be able to take my call. No apology for the inconvenience or any form of empathy for that matter. I would like a call back from ****** because I dont feel this is resolved. I shouldnt have to wait 7-14 days to get my money back, that you shouldnt have taken in the first place, especially when there is no acknowledgement of how this posed an inconvenience for me.We have been loyal customers to Orkin for almost 10 years and I do not appreciate the treatment I received today. I can be reached at *******.****.

  

  Business Response

  Date: 04/21/2025

  We apologize for the inconvenience in this matter. The manager contacted Mr. ***** to discuss his concerns regarding his account and the experience they have received.  The manager has approved $192.69 refund back to their credit card.  Again, we apologize for any inconvenience in this matter and if the Greens have any further concerns, they may contact us at ************.

• Initial Complaint

  Date:04/15/2025

  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.

  Was told a 300 dollar charge would be incurred after a year. Was charged 324 dollars 7 days after instead with no advance warning. I don't want their services any longer. I don't want them on my property. Complete unprofessionalism. Scam like tactics to get you to use their services. Spent 3500 dollars for treatment just to be charged again

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay and lack of communication on our part. The manager contacted Ms. ********** and they agreed to receive a termite treatment for a total cost of $3,426 and the treatment was fully completed. Due to a system error Ms. ********* was charged $3101 a few days after the service and charged the remaining $325. We apologize for the inconvenience in this matter and if Ms. ********* has any further concerns, she may contact us at ************.
  

• Initial Complaint

  Date:04/15/2025

  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.

  Cancelled with Home Team Pest Control on 2/04/2025. Paid by credit card originally. Refund due is $214. Told 30 days for a check refund. Called back early March, no meaningful update. Finally late March was told the check was mailed from Corporate on 3/12. To date no check received. Just got off the phone with *******, the local General Manager. Told it was not their fault, it is up to **** to deliver the check. Personally I think really poor answer. He told me I had two choices: 1. Continue to wait for a check that was supposedly mailed 5 weeks ago or 2. Start the process over and wait another 45 to 60 days. In my opinion really only one choice which was number two and really not acceptable. I asked why it could not refunded to the original form of payment, like 99% of the other companies. Response was not our policy. I then asked can the check be expedited, since I am already on day 70, again response was not our policy. Hopefully BBB can get my money sooner than another 75 days. Thank you

  

  Business Response

  Date: 05/08/2025

  We apologize for the delay in this matter. The General Manager contacted Mr. ******** to discuss his concerns and agreed to a refund. Mr. ******** has received the refund and if he has any further concerns we are happy to assist, 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:04/14/2025

  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.

  ****** from Orkin came out to do a bat and bird assessment on my house. He ran my credit without telling me he was running my credit. I did not authorize nor give him permission to run my credit. When I called and asked him about it he said I thought you knew. I didnt know my credit would be ran without providing my ssn which I didnt. I didnt need to finance. I have the money to pay out of pocket. This company, then tried to bill me an extra cost for them to rent equipment (lift because my house is tall) to preferment the job which also wasnt mentioned in the price originally gave, but why should the customer be responsible for the lift if this is what your company does.I called to talk to a manager ******* who said she would come out to see if a lift was really needed and she never showed up. The fact that my credit was ran without my authorization was not acknowledged at all from the manager which is really my main issue. At this point I either need the hard inquiry to be removed from my credit report or for Orkin to come do the job at a very discounted rate.

  

  Business Response

  Date: 05/13/2025

  We apologize for the delay in this matter. The Branch Manager reached out to the Ms. ***** discuss her concerns regarding her program. The account was cancelled on 4.22.2025 and the work was not completed. A request was submitted to ******* to remove the credit inquiry. Again, we apologize for any inconvenience in this matter. If Ms. ***** has any further questions she may contact us at ************.

• Initial Complaint

  Date:04/12/2025

  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.

  service date was 1/14/2025.the amount on the service provided that date was ******** but i was billed for ********.installation that was installed fell down and was suppose to be replaced.repairs on the outside was not done to my satisfaction .company have not try to resolve this issue i have called many times and was given two appointment date for a **** to come out and resolve this .but no one showed up.

  

  Business Response

  Date: 05/05/2025

  We apologize for the delay and inconvenience in this matter. The Service Manager completed the section of insulation that fell on 4/22 and removed the interest accrued on the *** financing of $328.67. Again, we apologize for the inconvenience and if Mr. ******* has any further concerns; he may contact us at **************.

• Initial Complaint

  Date:04/09/2025

  Type:Order 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 a disabled Senior lady and identified myself as such to Orkin. I have a yearly contract with ***** where they come every other month. I am in the second year of this contract. I clearly told them I want to be advised of the suggested bi-monthly service date so I can be there. I told them I have medical appointments. I also asked them not to call me after 4pm due to a medical issue. One of their technicians hung up on me when I asked that an appointment be rescheduled due to a medical appointment. I call the branch745 office and email them and they refuse to reply. On 3-13-25 I sent an email followed by 2 reminders and all I get is silence. Here is as much of that 3-13-25 as I can get into your form. ****** ******** Account #******** To **** ******** Branch 745 On 4-18-23, I signed a one-year contract with ***** and pre-paid for a year. On 3-15-24 I renewed for one year and pre-paid. On 3-10-25 I renewed for one year and pre-paid.I have massive documentation of the unprofessional and indeed abusive service I have been given over this period of time. I made two things clear from one day I am a disabled senior with many medical appointments thus I need to be asked if an Orkin appointment is ok I want to be home when the technician is performing the service so I can witness it and explain if bugs have been sighted somewhere.The latest abuse occurred on 3-10-25 when a technician called and said he would be there the following day, 3-11-25, between 8-10. I was very very very upset. I told him I had a medical appointment that day and time and needed to reschedule. He hung up on me saying no when I asked him to reschedule. (******* denied making the call but the tec sad he had been to my house the last time.)Note: medical appointments for disabled seniors are very important. Sometimes I have to wait months to get one. I cannot just cancel because ***** did not ask me if a time and date was ok. My medical appointment comes first.

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay; the service manager spoke with Ms. ********* about her service schedule and resolve to her concerns.  The manager updated the service instructions and gave Ms. ********* his contact information for future concerns.  The manager scheduled service for May13th from 10 to 12.  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:04/04/2025

  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.

  Approx. November 2022, I paid $7000 for a rodent service. Around March/April 2023, I started hearing rodents again in the attic. Most communication with a manager ****** was via text. He sent someone to check maybe a few times. Between May and September 2023, he stopped responding. I was sending pictures of mice and f**** and voice recordings of sounds I was hearing in the attic. I came back from a 2 week vacation to find EXTREME amounts of rodent f**** throughout my closets, on my bed in which I had to throw away the bedding, in my shoes and really all over the house. I ended up going into the office to expressing my concerns with the service with the manager on duty. Since the end of 2023, a guy name Toad has been providing services for the rodent issue. He has close more hole not initially found had investigated areas that weren't even looked at during the initial service. Although Toad, has done a great job catching rodents, he is having to work around and solve a problem I shouldn't continue to have if the job was done properly and thoroughly the first time in 2022 as well as adequate follow *** and communication. It is almost 2 years later I still have rodents. On two separate occasions, ****** has offered other services to fix the issue that would require me to pay more, roughly $5000+ on top of the initial service I already paid for in 2022. Personally, I am extremely dissatisfied with the initial service as I think the job was done half a** and follow up services were not completely proper. Ultimately, I feel I was done a disservice being a young single black female. I don't think the process of all service options were explained in detail or given the pros and cons of each options, just price differences. During this time I was buying my house and had no extra funds so it was suggested to go the $7000 route. I really hope by me expressing this situation something can be done to rectify the issue.

  

  Business Response

  Date: 05/02/2025

  We apologize for the experience Ms. ******* has received, ***** strives for excellent customer service. The manager contacted Ms. ******* to discuss her concerns and scheduled services to complete the exclusion work. The exclusion work has been completed but the manager will remain in contact with Ms. ******* and to continue to monitor for any activity.  ************** has any further concerns; she may contact us at ************. 

• Initial Complaint

  Date:04/03/2025

  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.

  This has been an on-going issue for the past 2-3 years. This agreement with ***** originated in Summer of 2022 when our Hvac team alerted us of rodents in the attic. July of 2023, we discovered still a problem with pests in the attic of our residence. Grep ******, Sr ********* from Orkin confirmed this problem of mice in our attic. We set up services with ***** to clean out insulation, sanitize, and seal any entry points. Less than a year later, our ************ alerted us that there was still evidence of mice in the attic. In fact mice ate through our HVAC wires. When we contracted ***** originally in 2022 (at their suggestion) we also deployed Shumacker Animal control to take a look, and to see if it was squirrels and Mice. After complaining of the lack of fully satisfying the original work, Mr. ***** area manager had another team of people come back and replace insulation and supposidly seal any entry points.I have since learned from an inspector (This week-April 1st) there is STILL mice present in my attic, and the insulation was not at the proper depth. To make matters worse, ORKIN refuses to contact me, there is incredible turnover, no one I have talk to previously, ***, *****, and 2 other Techs no one these folks work at ORKIN I spent over $10,000 to Rollins (Orkins credit affiliation) $ almost $3,000 to ********** animal control $ ****** on a new HVAC heat pump unit (because mice at the wires)I am not going to contract another pest control agency to do the same thing that was not done correctly the first time. I want ORKIN to Sanitize the attic and replace the attic insulation at the proper depth Fully Investigate, and Comprehensively SEAL and eliminate any points of entry for mice and or squirrels The lack of service and follow-thru is completely unacceptable and I am tired of being told I have the same problem that we have paid over $13,000 to have resolved. And nearly $30, 000 when you add the additional expenses that we have incurred

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay; the service manager rendered a service the April 10th and confirmed it was old rodent activity. He spoke with Mr. *** and showed the old activity as they went in the attic together. The Region Manager also called Mr. **** to set up a couple follow up inspections just to be sure they are still seeing nothing new after old droppings have been vacuumed. If Mr. *** needs further assistance, he may contact us at ************.

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay; the service manager rendered a service the April 10th and confirmed it was old rodent activity. He spoke with Mr. *** and showed the old activity as they went in the attic together. The Region Manager also called Mr. **** to set up a couple follow up inspections just to be sure they are still seeing nothing new after old droppings have been vacuumed. If Mr. *** needs further assistance, he may contact us at ************.

• Initial Complaint

  Date:04/03/2025

  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.

  The bill was $2,000 and accompanied by a 1 year warranty. After 2 months time, in February I saw there was a problem and I have been trying to reach them since February. One person contacted me and said they said damage had been done by a squirrel and he would charge $500 to repair the damage the squirrel made after I had given them $2,000.00. I am seeking not to have to pay $500 and to exercise the 1 year warranty, trap the squirrel and to repair the damage.

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback, we apologize for the inconvenience in this matter. We would like to escalate this matter but need a little more information.  You did not mention the name of your pest control provider.  Please let us know which pest control company was rendering the service and we will research the matter. Thank you.

• Initial Complaint

  Date:04/03/2025

  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.

  had one mouse in my house set traps still didnt catch it called orkin 3/11/25 came out and put out 11 traps. still didnt catch concerned with catching hempavirus went out and bought glue traps and caught it on March 26 orkin does not want to refund my $376 Their methods didnt catch the mouse told me to be patient concern with hempavirud

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay in this matter. The local branch contacted Mr. ***** to discuss his concerns and agreed to a refund for $372.00. The refund has been processed, please allow 3 to 7 business days for it to reflect through is banking institution. Again, we apologize for the inconvenience in this matter.