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

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

  
• 

  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: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.

  We was told that we had to do a contract in order to start service and was told that it's policy but the policy will terminate after the 1st service. Just for us to get billed for more service. The man just came and performed service without my permission and unfortunately my son didn't know and he saw the man outside and was told that the service was paid so my son allowed service. I spoke to two managers one being ******* the office manager was rude and denied my refund. I advise to make sure the service is canceled she stated she did just for me to have a man show up at my home again this morning trying to to perform service and we turned him away.This is what happen last time. This is a rip off to the consumer and the service didnt even work we have never had issue with ants and after they service ants we everywhere where we paid for other options. I spoke to *****@ ********** and she said service was not canceled. I want my money back and these service terminate for good and an apologize from the office since both managers was rude not ***** but ******* and it was another manager I originally spoke to.

  

  Business Response

  Date: 04/08/2025

  We apologize for the inconvenience in this matter.  The manager contacted *******, speaking on ******** behalf, and apologized to her for the account not being cancelled and for us coming back out to treat. He assured her that it was now cancelled out and we will not be coming back out to do service. He also let her know for the trouble we would be refunding ****** the second amount of $111.00. The manager also apologized to them for the confusion with the call center and the branch and that if they had any further pest issues that we would love to come out and take care of them If Mr. ***** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 05/08/2025

  This is the old claim number ******** . This matter still haven't been resolved. The company did apologize and said they were going to refund my money. They claim the sent out a check due to no credit card on file. Which I found out that wasn't true because I called 2wk later to let them know I hadn't received anything and the lady said I just sent it out so if you don't receive by Friday april 25 then we can possibly put it on the card we have on file. Now today is 05.02.25 and I still haven't received anything everytime I call They say it's been sent then say oh no it hasn't. Then say let me look into this I'll have to call you back. I'm not sure why they are playing these games but they can put it back on my card since that how I paid them..
  

  
  

  

  Business Response

  Date: 05/13/2025

  The *************** verified that the check arrived at the branch last Friday and the Branch Manager spoke with the customer to verifying the mailing address.  We apologize for the delay in the refund process.

• Initial Complaint

  Date:04/01/2025

  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.

  Over the course of the last 12 months, we have been paying Orkin $50 a month, for them to come every other month for inside and outside treatment. Regularly Orkin would only give us a few minutes notice and then complain since we were not there they only treated the outside. I made multiple attempts to contact the office with no return communication. I finally got in touch with the district manager requesting a bigger heads up so we could get home to let them in to treat the inside. This only worked one time. We then started to notice that we were getting a report that the house had been treated with no heads up and no activity on any of our nine security cameras. I got back in touch with the district manager to express my concern to which he assured it would never happen again. The next visit I was notified the day before, ran home, let the employee in my house, spoke for a minute, and when he went to treat the inside, the backpack pump fell apart and spilled all over the living room in my house. I grabbed a towel and cleaned it up, the man was very apologetic and then treated some spots with an aerosol bottle and then left. The next visit we got a report but again not a notification of anyone coming and no one captured at the property on our cameras. I contacted the district manager who let me know he was out with the flu but would get back to me promptly. I contacted him on March 7, 11, and 20, still with no resolution and still no answers. We are still getting billed but still getting nothing out of it. Their only offer so far has been a credit which we just want the treatment refunded and our contract cancelled.

  

  Business Response

  Date: 04/24/2025

  We apologize for the experience Mr. ***** has received, ***** strives for excellent customer service. The local ********************** contacted Mr. ***** to discuss his concerns and agreed to refund $123.00 and the ***************** If Mr. ***** has any further questions or concerns, we are happy to assist. He may contact us at **************.

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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.

  Continuing to bill after cancellation of service. Company appears to be Truetec/Critter Control. When call 800# put through to local office ***resented by ******** ******. She was non responsive to my email dated 3/24/2025 which also includes Cancellation written confirmation dated 2/4/2025.Other attachments:Two duplicate invoices mailed to my *** box mailing address. **************** address is **************** where I do not receive mail.-Work order of 2/7/2025 where subject shows cancellation and final service. Their *** showed unannounced to pick up bait stations. Was competed and I was emailed there notes.

  

  Business Response

  Date: 04/07/2025

  We apologize for the inconvenience in this matter. The *************** tried contacting Ms. ****** to discuss her concerns and left a voice message letting her know that they have canceled the account and have issued a service credit for the outstanding balance of $116.00.  ************* needs further assistance; she may contact us at **************.

  Customer Answer

  Date: 04/07/2025

   
  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:03/30/2025

  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 am writing to formally file a complaint against Orkin Pest Control of ********** ** regarding their failure to provide confirmation of my contract cancellation, lack of follow-up, and billing issues.I cancelled my service with Orkin and requested written confirmation stating that my contract was terminated and that no further billing would occur. Since then, I have made three phone calls and sent two emails requesting this documentation. I was informed that ***** ******* would follow up with me, but it has now been three weeks, and I have received no responseno call, no email, nothing.Additionally, ***** charged me for services, but failed to return when I called to advise that I did not want my contract extended beyond February and requested 1 final visit. Despite my clear request, they still billed me for the service but did not provide it. As a result, I am seeking:Written confirmation of my cancelled contract for my records.A refund for the last months payment for services that were billed but not rendered. Alternatively, if Orkin is unwilling to issue a refund, I am requesting that they honor a final service visit equivalent to the payment they collected.This lack of communication and failure to follow through is unacceptable. It is disheartening that Orkin is diligent in processing monthly payments but fails to show the same level of attentiveness when it comes to customer satisfaction and honoring basic service requests.I am requesting the BBB's assistance in helping me obtain both the written cancellation confirmation and a refund or final service visit. I would also appreciate this matter being documented as part of their customer service record, as it reflects a lack of accountability and professionalism.Thank you for your attention to this matter. Please feel free to contact me if you require any further information. ****** ******

  

  Business Response

  Date: 03/31/2025

  We apologize for the delay in this matter. The Branch Manager contacted Ms. ****** to discuss her concerns and confirmed that she did not have an active account with ***** any longer. He also emailed her a confirmation.  He inquired as to how else he could help her, she asked if she could have another service or her money back from the last service. Ms. ****** preferred another service so the manager will be going out to her home on Wednesday to do the service. In the meantime, if Ms. ****** need further assistance; she may contact us at ************.

  Customer Answer

  Date: 04/07/2025

   
  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. ***** came to my home and was professional and most efficient. I am happy that his company did the right thing to regain my trust and restore my consumer confidence in them. Thanks for your help. I consider this matter satisfactorily resolved at this time. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/28/2025

  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.

  Orkin pest service does will do the bare minimum pest control and just collect money without any real results. When I hired them pest activity grew. I canceled and they keep coming and breaking into my restaurant to service and billing me. I will call the cops next time the come.

  

  Business Response

  Date: 04/22/2025

  We apologize for the inconvenience in this matter. The Branch Manager tried contacting Mr. ***** to discuss his concerns and recently stopped by his home to inspect and complete any work that Mr. ***** found unsatisfactory. Unfortunately, Mr. ***** was not available. The manager approved the refund of $240.00.  The manager called and emailed Mr. ***** to confirm that the account balance was cleared and the account was cancelled per his request. Again, we apologize for any inconvenience in this matter and if Mr. ***** has any further concerns, he may contact us at ************.

• Initial Complaint

  Date:03/28/2025

  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.

  Service was cancelled speaking to a female representative in ************************* Then after some time additional bill sent with a false claim the additional service provided after cancellation date and bill was sent to collection agency. Absolutely unjust, false and unauthorized.

  

  Business Response

  Date: 03/31/2025

  We apologize for the delay in this matter. The ************* reviewed the account and the service in question was completed in 2023. The manager has removed the balanced from the account which will remove the account out of collections. We apologize for any inconvenience in this matter. In the future if Mr. **** 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 ************.

  Customer Answer

  Date: 03/31/2025

   
  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:03/28/2025

  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.

  I was charged $55 last month when in fact the monthly payment is $44.00

  

  Business Response

  Date: 04/24/2025

  We apologize for the delay in this matter. The ************* contacted Mr. ******* and agreed to the $55 rate with a loyalty (senior citizen discount) of 10% for the year. If Mr. ******* needs further assistance, he may contact us at ************.

  Customer Answer

  Date: 04/24/2025

   
  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,
  
  ******* Lagnier

• Initial Complaint

  Date:03/26/2025

  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.

  On December 13 2024, we hired orkin to diagnose an ant problem we had, where they enrolled us in an ongoing(5 year plan) to come in monthly to poison these ants. 3 months later and we still have ants, and there is no signs of stopping. It turns out, they misdiagnosed the original ant problem we had. We have acrobatic ants and paid for regular ant protection which doesn't include acrobatic ants. If they had identified acrobatic ants to begin with, we would not have agreed to this original contract. And now they are saying that the can't help us out because these ants aren't covered under our current contract and that we would have to pay more money for them to take care of them. We call almost weekly and they never get back to us. We just want our money back from our original ant contract so we can look for pest control elsewhere.

  

  Business Response

  Date: 04/17/2025

  We apologize for the delay in this matter. The Service Manager went to *** and Mrs. ********* home to discuss their concerns and went over the treatment they provided on 4/15. The pest activity is still present, but the ants are dying. The Service Manager will be going back out on the 22nd to follow up with the ********* pest issues. We apologize for the inconvenience in this matter, and we will continue to resolve the ********* pest issues.  The ******** may contact us at ************.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23122088
  
  I am rejecting this response because: While I'm glad the company has been in contact with me, I'm still unsatisfied with the level of appropriate treatment with regards to my ant problem. And once we have a treatment plan in place, I'll rescind my complaint. The level of ant activity is still excessive. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/24/2025

  The Service Manager *********************** home on 4.22.25, during the inspection the manager dusted areas on the outside of the home in cracks that connected the addition and the home. At that time the manager saw two live ants. There were a number of dead ants on the inside ground and a few in the windows as well as the ceiling.  The manager let Mr. ******* know that he would follow up with him in a week and see where the activity was at that time. Orkin will continue to assist Mr. ******* in resolving his pest issue, in the meantime if Mr. ******* has any further concerns; he may contact us at ************.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23122088
  
  I am rejecting this response because: As I've said before, I'm waiting for a plan to get rid of the ants I've had for over 4 months. The manager has said numerous times that their entomologist hasn't responded to their requests for help in regards to the insecticide or poison required for these types of ants. As soon as I receive a plan and said plan has started, I'll rescind my complaint. 

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

  

  Business Response

  Date: 05/08/2025

  The Service Manager went to the **************** home to discuss their service concerns, and they stated the level of ants had decreased, but they are still finding some dead. The manager reassured Mr. ******* that we would not forget about his concerns and would continue to follow up weekly with to address the ant issue. The manager also provided rendered service dates showing that we are trying to address the problem for them.
  3/7/2025
  4/10/2025 
  4/14/2025
  4/21/2025 
  5/7/2025
  The manager will also render another follow-up with the ******** next week. Again, we apologize for the inconvenience and will continue to monitor and service the ********* home to resolve their pest issues. In the meantime, they may contact us at ************. We are happy to assist!

• Initial Complaint

  Date:03/26/2025

  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.

  In late January, I contacted three agencies, including Orkin Pest Control in **********, ** to obtain an estimate for an ant infestation. I chose Orkin with the deciding factor being that I had recently put my house up for sale with plans to move to *****. The salesperson informed me that I would be able to transfer my account to my Texas residence because ***** is a national company. The salesperson then offered me 3 levels of service. One of the levels offered was over $100+/month. I informed the salesperson that the $100+ amount was too much and that I had received a much lower quote from another company. I chose the mid-level service for every other month and signed the attached agreement, which included a discounted charge for the first visit in the amount of $111 and $60/every other month. During the sales call, I was also informed that the first visit ***** would check inside, outside, and in the attic for signs of an ant infestation. I was informed of their 30-day warranty, which states that if, within 30 days, I was not satisfied or still had ants, they would return and spray without charge. The ant problem persisted, and I contacted Orkin multiple times, but I did not receive a response. Finally, someone answered, and I received a text back. I responded to the text and was informed that I had not contacted them. I photocopied the attempted phone call and sent it to the Orkin person at ************** regarding phone calls to **************. The initial application was on January 27, 2025 at 10:39 a.m. The 30-day period was not up until February 26, 2025. The Orkin tech came back out and sprayed within the 30-day period. There should not have been a charge!. The Orkin tech that sprayed told me to contact ****** or Ms. ****** at ************** to resolve billing issues. I contacted ****** and was informed that she would check with their manager and call me back. Instead, I received an illegal bill from Orkin in the amount of $120.

  

  Business Response

  Date: 04/08/2025

  The Branch Manager contacted Ms. ******* to resolve her billing concerns and answer any questions. We apologize for the miscommunication on our part and the manager explained the ******* program and how it worked, and Ms. ******* now has a better understanding of how the payments are made.  The manager also removed the balance on the account.  Again, we apologize for any inconvenience this may have caused. If Ms. ******* has any further questions, she may contact us at 38719116423.698.2511.

• Initial Complaint

  Date:03/21/2025

  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 called Orkin to possibly start service on my home. I spoke with the gentleman and a service contract was sent to my email. The email is ************************* The amount on the contract was $114 for initial service and $48 dollars per month. This was done on March 19, 2025. I received a text from **** with Orkin Pest Control on March 20, 2025, from phone number **************. It said I see you reached out to us recently and we didn't get your service started. We currently have a promotion offering a 10% discount on your previous quote and we can get you started today or anytime next week. Would you like me to proceed with the service today? My point is I did not sign the service agreement. So, the service is not started. That is why I received the text on March 20, 2025. I called and spoke with a gentleman on the phone @ **************, and he said the numbers have been adjusted and an updated service agreement will be emailed. Evidently, he did not tell the truth about updating the contract. Because I called back @ the same number and spoke with ***** and she said that I cannot get the additional 10% off. This is a scam. I was getting ready to sign the agreement. I do not think I will now because of the lies I am being told about the service. The only way this can be resolved is the have the addition 10% percent off the previous quote that was stated in the text that I received. I am very disappointed.

  

  Business Response

  Date: 03/31/2025

  We apologize for the inconvenience and confusion in this matter. The local office contacted Mr. ******** to discuss his concerns and let him know that he did receive $50.00 off the initial rate of $154.00 and that the $50.00 off was more than 10% off the initial rate.  ********************** was completed on 3/24. Again, we apologize for any inconvenience in this matter and if Mr. ******** has any further questions, he may reach out to us at ************.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23097930
  
  I am rejecting this response because: As I stated before the issue was not resolved. I should be given an additional 10% in addition to the 50 dollars off, as stated in the text message that I received. The issue is not resolved
  

  I called Orkin to possibly start service on my home. I spoke with the gentleman and a service contract was sent to my email. The email is *********************************. The amount on the contract was $114 for initial service and $48 dollars per month. This was done on March 19, 2025. I received a text from **** with Orkin Pest Control on March 20, 2025, from phone number **************. It said I see you reached out to us recently and we didn't get your service started. We currently have a promotion offering a 10% discount on your previous quote and we can get you started today or anytime next week. Would you like me to proceed with the service today? My point is I did not sign the service agreement. So, the service is not started. That is why I received the text on March 20, 2025. I called and spoke with a gentleman on the phone @ **************, and he said the numbers have been adjusted and an updated service agreement will be emailed. Evidently, he did not tell the truth about updating the contract. Because I called back @ the same number and spoke with ***** and she said that I cannot get the additional 10% off. This is a scam. I was getting ready to sign the agreement. I do not think I will now because of the lies I am being told about the service. The only way this can be resolved is the have the addition 10% percent off the previous quote that was stated in the text that I received. I am very disappointed.

  Sincerely,

  
  ****** ********

  

  Business Response

  Date: 04/08/2025

  We apologize for the delay in this matter. The manager contacted the son of Mrs. **** ********, ****** ******** to resolve their pest control service and pricing.  An inspection of the home by an Orkin Pro and a home inspector was rendered on 4/1 and found several issues with the home, and recommended he have those issues resolved sooner than later to give him the quicker result for the home.  Mr. ******** requested to cancel the service for now until they resolve the issue with the home, and he would consider calling Orkin back. The manager tried to give them all of the money they spent with ***** and continue the service going forward for the regular service visit price, but he declined to take my offer and said he would rather just cancel the service for now. The manager asked Mr. ******** to send him an email indicating the cancellation and he would have the Office Admin cancel the service effective immediately, the manager has also refunded his money. In the future if Mr. ******** 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 ************.
  

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  ****** ********