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:03/19/2025

  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.

  ***** installed a $2900 pest shield on my home. I continued to have issues with pests so I had a different pest control expert inspect my shield. He found a number of critical vulnerabilities, including the fact that the entire rear of my home did not have any shield installed at all. Orkin came out and "fixed" a few of said vulnerabilities, but we were told we need to wait for the ground to thaw in order to do the rear of home. I also had some other work done by them which you will see in the attached quote. This was supposed to include another 2 years of warranty on the shield. However, now that the ground thawed, the service manager has ceased communicating with me. I have resorted to attempting to make appointments with the field office in ***** again. I make appointments with them, and then no one shows up at the scheduled time. There have now been three instances of a scheduled appointment that they no showed for. In all three cases, I have taken off time from work the day of to be home for their arrival. I wouldn't wish working with Orkin to my worst enemy. Their employees could not care less about their customers. I would love to get my $2900 back, but I understand that is unlikely. At the very least, I want the shield installed correctly on my home, since that is what I paid for. If you can get my money back, that is the preferable option.

  

  Business Response

  Date: 03/31/2025

  We apologize for the inconvenience in this matter. On Monday 3/24 Termite Supervisor and a termite team rendered a service to complete the repairs needed at Mr. ************ home. The team did a walk around with Ms. ********* to review the exclusion work. If Mr. ********** needs further assistance, he may contact us at ************, we are happy to assist. 

• Initial Complaint

  Date:03/18/2025

  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 hired Orkin to exterminate our home for Clovermites and shared with the 1st service gut what they were and he failed to use the right product and spray in an area that would get ride of them yet we saw a mass influx of them.Orkin sent another service guy our who did the same thing, and i called back within the same week and shared the same response. Orkin then had his service guy to tell me that they did not have a product to treat for clovermites on Fri 3/10 and it would take about 2 weeks to get it. When I asked to speak to the manager I spoke with ***** who said he would be out on Monday 3/17/25 to use 2 products to see if that would work only spraying the perimeter of the house and window seals not the lawn where the mites are coming From!!!I called today 3/18/25 spoke with **** manager in ***** office and asked for my money back she was very Rude and said she would have ***** to call me back and she would not refund my money and hung up. I called back spoke with Alley and she too was Rude and referred me to *****. I started this agreement on 2/13/25 they have a 100% money back if dissatisfied within 60 days and I want 100% of my money back!

  

  Business Response

  Date: 03/19/2025

  We apologize for the experience Ms. ******** has received with Orkin, as this is not up to our level of service, ***** strives for exceptional customer service. The manager contacted Ms. ******** to discuss her service in which the branch completed two services and two callbacks to alleviate the pest issues. It is unfortunate Ms. ******** is not satisfied with the service and Orkin has processed a refund per her request. Again, we apologize for any inconvenience in this matter. 
  

• Initial Complaint

  Date:03/17/2025

  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.

  On 2-18-2020. Orkin came to my house because I had mice in craw place and told me if I sign a contract for mice not to get into my home and never have mice get back in. I did. For $3.000.00 they put a signing all around the house. That will keep mice out. Ok I sign and payed them now I. But after a while I could not keep paying them as they keep raising the amount. So I cancel having them ever 3 months. But now I have mice in crawl space. And they say I they cannot do anything because I dont have them coming here every 3 month. What did I pay them $3000.00. For. I am 87 years old. Please help m

  

  Business Response

  Date: 04/09/2025

  We apologize for the inconvenience in this matter. The Region Manager contacted Ms. ******** to discuss her concerns and scheduled the Branch Manager and Inspector to reinspect the work provided in 2025. The Branch Manager offered to bring the house under warranty with an annual renewal rate of $200.00 on the work that was completed in 2020. Unfortunately, Ms. ******** declined the offer. The Region Manager also offered pest control service at a discounted rate. Ms. ******** stated that she would talk about it with her daughter. Again, we apologize for the inconvenience and if Ms. ******** has any further question, she may contact the Region Manager at **************. We are here to assist!

  Customer Answer

  Date: 04/09/2025

   
  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:03/17/2025

  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.

  I am filing this complaint against Orkin Pest Control due to their failure to honor the terms of our signed service agreement. My agreement states that the inside of the residence will be serviced for standard pests whenever requested, at no additional charge. The contract does not specify that certain areas are excluded, nor does it state that additional work must be completed before service is provided.On February 17th, I contacted Orkin requesting service for my attic due to a rodent issue. Instead of providing the agreed-upon pest control service, the company sent an "inspector" who did not offer any treatment but instead quoted me $14,000 for a construction job that included insulation replacement and unspecified repairs. When I declined the construction work and asked about just servicing the attic for rodents, I was then quoted $3,800 for several weeks of trapping.I informed the inspector that my service agreement should cover pest control inside the residence. The inspector contacted his branch manager, who agreed with his position that the service was not included. I then escalated the matter via email to the branch manager, requesting an explanation for why my attic was being excluded when the contract made no such distinction. Instead of addressing my concerns, I was later told that I would need to pay for exclusion work before they could provide any service.This company is adding conditions to the contract after the fact, failing to provide the service I have already paid for, and using high-pressure sales tactics to upsell unnecessary services instead of fulfilling their obligations.I am requesting a refund of $500, which covers two months of service that were not fully honored, plus additional compensation for the time spent escalating this issue, the damage caused and the breach of contract. If the company refuses to fulfill the contract, this refund is a reasonable resolution given their failure to provide the agreed-upon service.

  

  Business Response

  Date: 03/19/2025

  We apologize for the delay in this matter. Mr. ******* started Pest Control Service with Orkin in May 2024 for General Pest Control &Mosquito services, at that time they had rodents in the attic space due to multiple entry points on the exterior of his home and German Roaches on the interior. Mr. ******* was only worried about the German ***** problem at that time. Orkin solved the German ***** issue after which included four free follow-ups. The ***** Pro offered a full home inspection for the entry points and rodent issues.

  During the full home inspection, they found major issues in the attic with significant signs of rodent activity. The Orkin Pro explained with the amount of f**** and issues that a full attic restoration with exclusion of all rodent entry points was the proper way to solve the rodent ********. Hartwig declined any exclusion or attic remediation. The Orkin Pro then offered to do a mass trapping as the infestation was more than the General Pest Control Service. He told the customer even if we caught the rats the bodies would decay and smell. It would also not stop the rodents from continuing to enter the attic.
  

  The Service Manager also discussed the rodent infestation with Mr. ******* and explained the importance of the exclusion / attic remediation service and why it is an additional cost beyond the General Pest Control service.
  

  In continuing to try and resolve Mr. ******** concern, the ************* has also reviewed ******************** and agreed that putting down rodent traps will not get rid of them from entering the attic and does not solve the issue. Orkin recommends that Mr. ******* needs an attic restoration with exclusion of all rodent entry points to resolve the rodent infestation completed by Orkin or by Mr. ******* himself.
  

  Unfortunately, Mr. ******* does not agree with the attic remediation/exclusion service or the additional charge. We are happy to continue with his General Pest Control and Mosquito contract but will not be able to resolve the rodent infestation until Mr. ******* completes the rodent exclusion. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23075968
  
  I am rejecting this response because:

  I appreciate Orkins response but would like to clarify several key points that remain unresolved.

  1. My Service Agreement States That Pest Control Inside My Residence Is Covered

  Orkins response focuses heavily on exclusion and attic restoration, but my contract does not state that exclusion work must be completed before receiving pest control services. It states that standard pestsincluding miceare covered inside my home at no additional cost. The attic is inside my home, and Orkin has failed to honor this agreement.

  2. Orkin Did Not Offer Pest Control ServiceOnly Expensive Upcharges

  ****** own statement confirms that when I requested attic service, they did not offer to place traps or provide standard pest control as my contract includes. Instead, they first tried to sell me a $14,000 attic restoration. When I declined, they then offered a $3,800 mass trapping service, neither of which was part of my agreement. Only after I refused to pay thousands of dollars in additional fees did they state they would not provide attic service at all.

   

   

  3. Adding Conditions After the Fact Is a Breach of Contract

  Nowhere in my agreement does it state that exclusion work is a prerequisite for receiving pest control service. Yet ***** has unilaterally added this requirement after I signed my contract, which is not legally valid.

   

   

  4. Orkins Own Actions Contradict Their Claim That Trapping Wouldnt Work

  Orkin initially offered me a $3,800 mass trapping service, which suggests that they do, in fact, believe trapping is an effective solutionthey just wanted me to pay extra for it. However, my agreement already includes rodent control inside the home. They should have provided this service without requiring an additional fee.

   

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

  

  Business Response

  Date: 03/26/2025

  We understand Mr. ******** frustration in this matter. As stated, to resolve Mr. ******** rodent infestation, the open entry points at his home do need to be sealed to assist in eliminating rodent access. The Pest Control Agreement states that ***** does retreat affected areas, Orkin does not guarantee and expressly disclaims any kind of guarantee, against a reinfestation of mosquitoes or pests from neighboring areas nor does Orkin guarantee complete control or elimination of pests or Mosquitoes.
  As part of the Standard Pest Control Service Orkin can place traps in the attic and monitor them on a Every Other Month basis, which is the frequency that Mr. ******* selected for pest control services. Again, this will not resolve the rodent infestation, and a refund will not be issued. 

  If Mr. ******* needs further assistance with his service we are happy to discuss, he may contact us at **************.

• Initial Complaint

  Date:03/14/2025

  Type:Delivery 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.

  After paying thousands of dollars, we have been trying to reach out to the company and have continually received no responses from the area manager and other staff. It has been over 6 consecutive months of rodent activity that has never been resolved. Always an excuse, a run around, or no response at all. The service has been atrocious and they have not delivered what they promised. They have actually made the matter worse by stringing us along and then ignoring us. This has put my familys health at risk.

  

  Business Response

  Date: 03/14/2025

  We would like to assist Mr. ******* with his request but need a little more information.  ************** could let us know which Pest Control Company, he had service with we will certainly escalate the request.  We do apologize for the inconvenience in this matter.

  Customer Answer

  Date: 03/14/2025

  The companys name is Critter Control. I apologize for not including that in the original complaint information.

  

  Business Response

  Date: 03/18/2025

  We apologize for the delay in this matter.  The District Manager contacted Mr. ******* to discuss his rodent concern and scheduled an exclusion technician to his home to perform a smoke test. The results were positive, indicating a breach in the plumbing line leading to the city sewer, which could be allowing rats to access the property. Mr. ******* will need to hire a plumber to address the issue.  ************** needs further assistance; we are happy to assist, and he may contact us at **************.

  Customer Answer

  Date: 03/18/2025

  Complaint: 23064654
  
  I am rejecting this response because:
  The first smoke test months ago came back negative. When the technician could smell something in our master bath, he said this test was positive although it was very faint. I was then told by the technician that *** from the Critter Control office was going to reach out with next steps. No once contacted me.
  
  
  I had two plumbers out to inspect my pipes the following day, one of which provided us with video footage. Both plumbers confirmed there is no breach in the pipes. The slightly positive result detected by the Critter Control technician was attributed to an unused jacuzzi/tub in the master bath whose p-trap was likely dry and that allowed some of the smoke smell into the bathroom.
  
  
  I communicated all this via text message to two Critter Control representatives (**** and ****) and was again met with no response whatsoever. This lack of response is the typical communication method of all the employees at this company. No more proof is needed other than six months have passed since I was told the issue would be resolved in one.
  
  
  Please return my money as the companys inaction has caused not only undue stress on our entire family but, by allowing the colony to multiply over the last several months, this has put my family (which includes my elderly mother and young children) at significant health risk.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/19/2025

  We apologize for Mr. ********* dissatisfaction and have reviewed the information and agreed to refund his money. If Mr. ******* has any further concerns, we are happy to assist in any way, he may contact us at **************.

• Initial Complaint

  Date:03/13/2025

  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.

  Contract for removal of rodents. Orkin came out and did not properly seal the ************** were not exterminated. I have called several times and they came out again but the rodents are still here. I called to have them resolve the issue and they said this was a onetime service. I uploaded the contract and want them to abide by it and complete the job! 1 year agreement

  

  Business Response

  Date: 04/10/2025

  We apologize for the inconvenience in this matter. The local branch contacted Mrs. ****** to discuss her service and agreed to inspect the home and schedule a few more follow *** to trap rodents, re-seal any openings per the work order/graph. Two follow up services were completed on 3/17 and 4/9.  ************* has any further concerns, she may contact us at **************.

• Initial Complaint

  Date:03/12/2025

  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.

  Wildlifemoval.paid *******for squirrel ********* has been almost two months and squirrel is still inside the house. They have been unable to find how squirrel is getting inside.refuse to listen to me and resolve the problem

  

  Business Response

  Date: 04/09/2025

  We apologize for the inconvenience in this matter. The Orkin Pro captured and removed the animal from Ms. ************ residence and sealed additional entry points.  The Branch Manager contacted Ms. ********** to follow up and to schedule a follow up service.  ***************** needs further assistance she may contact us at **************.
  

• Initial Complaint

  Date:03/11/2025

  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 12-20-2024 HomeTeam came out and checked my termite bait stations. They then charged me ****** for coverage for the next 6 months. After seeing the 20% price increase without notice (previous bill was 220 for 6 months) or warning I called to cancel after the holidays ( January 8th). They never acknowledged my cancelation and continued to bill me the full ******. On 2-5-2025 I provided a written email cancelling my termite protection again. They then agreed on the cancellation saying I owed half of the ****** which was about 130. This by my calculation is not even close even if I use the date I emailed cancellation. Furthermore, I asked for details of the coverage period they were billing and they never ****** calculation on what I owe if we go by email date: (47 days 180 days) 100 26.11% of 260 = 67.6 dollars Ideally I want total sum cancelled. Worst case I would be willing to pay about 60 dollars.

  

  Business Response

  Date: 04/10/2025

  We apologize for the delay in this matter. The manager has reviewed the account and the pricing of Mr. ******** account.  The local office did inform Mr. ******* that the price increase is stated on the service reports that gets emailed to him.  The account has been cancelled as of 2/5/2025 and the coverage amount is based off the months that Mr. ******* was covered under the warranty, which was the full month of December, January and more than half the month of February due to Mr. ******* not allowing HomeTeam to remove the stations. We apologize for the inconvenience that this may cause and if Mr. ******* has any further questions he may contact us at **************.

• Initial Complaint

  Date:03/07/2025

  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 hired Orkin for a rodent (rat) problem several months ago. So far I have paid them almost $500. and they have caught three rats. I am living with rat f**** and who knows what else. I called them two weeks ago asking to speak to someone of authority but I never received a response. They don't seem to want to get rid of these rats. The last time I spoke to anyone I requested a different rodent exterminator but I didn't get one. Instead I listened to high praise for ***** and how well he worked. I don't know how the extermination of three rats over 3 months could be considered successful. Today I discovered they sent my $84. Bill to collections. I wanted to discuss this bill to find if they are planning to do anything else to catch more rats but I never got a phone call. I am getting very fearful of these rats

  

  Business Response

  Date: 04/03/2025

  We apologize for the delay in this matter. The local branch has contacted Ms. ******* to resolve her concerns and scheduled an appointment with her to inspect her home and discuss the pest issue.  Ms. ******* has rescheduled / cancelled her appointments three times. The local branch would like to resolve Ms. ********* pest issues and is waiting for her to reschedule her appointment.  Ms. ******* may contact the branch at ************.

• Initial Complaint

  Date:03/07/2025

  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.

  Avoid Home Team Pest Defense at all costs! This company is a nightmare. Their technician cracked two holes in our underground sprinkler system, and now we're dealing with not only cracked pipes, but a flooded lawn. Our water bill for one month skyrocketed to nearly $400, which they said they would cover. To make matters worse, the plumber they supposedly scheduled was a no-show, and their management (******) has completely ignored my calls and emails since agreeing to the payment and doing nothing to make the situation right Thr plumber still has yet to come. They took my $400 and left us with an expensive disaster. If you value your home and your sanity, RUN from this company!

  

  Business Response

  Date: 03/10/2025

  We apologize for the experience Ms. ****** has received, HomeTeam strive for excellent customer service. The manager contacted Ms. ****** letting her know they sent an irrigation repair company out Friday to repair the sprinkler system, and her account was credited the amount of the overcharge on the water bill. The manager also emailed her on Friday letting her know the sprinkler system had been taken care off. Again, we apologize for any inconvenience in this matter.  ************* has any further concerns, she may contact us at ************.