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

  1617 Westgate Rd Eau Claire, WI 54703-4929

  
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  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:05/08/2023

  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.

  This is the letter I submitted online to Orkin this morning. The dates span from April 20, 2023 to the present., and the complaint involves trespassing, unwanted services ( cancelations that were submitted in writing), and refusal to respond to any of my several communications. They are charging me over $200.00 and have used unwanted toxins on my property.Thank you, ********************* I am writing to dispute recent service and charges. I informed Orkin that I was discontinuing the mosquito spray service many days prior to the day your technician came, via message here and on your website which allows customers to change days of service (according to your stated rules) and I left a sign on the fence DO NOT ENTER. You ignored all of this, and now the poison is affecting my yard.This is the letter I submitted online to Orkin this morning. The dates span from April 20, 2023 to the present.I also changed the date of the indoor/outdoor pest service so I could be home when you came. Both this most recent time and the time before you IGNORED my requests and charged me for the full service.I am hereby terminating ALL ORKIN SERVICE, I demand that you drop the charges for the services (as they were canceled/deferred responsibly), and I am reporting you to the Better Business Bureau immediately. I tried several times to communicate with you; all attempts were ignored. We could add trespassing to the complaint since I stated clearly that your technician should NOT enter my property. I am recently retired, short on finances, and do not want that poison used on my property any longer.

  

  Business Response

  Date: 06/07/2023

  Thank you for contacting us and we apologize for any inconvenience.  ******************* has confirmed that the services have been cancelled and the balance due has been removed.  Again, thank you for reaching out and we apologize for the inconvenience.  If you have any questions or concerns, please reach out to the local Branch.  Thank you.

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/05/2023

  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.

  *************************** (85 years old, in a wheel chair ) made an agreement with a sales rep for Orkin , for 3 years of termite service on 513 **********. *** offered to pay in full but the sales man said no just make payments , which pat has done. In April 2023 pat received a new bill format showing she is paying interest on the service. That was the first time pat was informed that there is a interest charge. The sales person did not inform pat of this at any time. *** did not receive any paperwork to this effect until April 2023. At which time we requested a copy of the contract and received it the end of April 2023. This is the first time we were given a copy of the contract, a contract that ***************** never signed. ********* complaints are that the sales man intensional missed guided her in a effort to make a sale and took advantage of a elderly person for one. Second orkin has a 3 year agreement for on going service, some has been completed and some yet to be completed in years to come but yet orkin is charging interest for work that is yet to be completed. I dont see how a company can charge interest for services not yet performed, this has to be an illegal business practice. A representative for *************************** (her daughter *******************) has made many attempts to speak with someone from orkin but no one will return her calls.

  

  Business Response

  Date: 06/07/2023

  Thank you for contacting us, and we apologize for the inconvenience.  The Branch Manager has spoken with the customer (or customer's representative) and they agreed to the following solution:  Cancel the customer's account and remove the baits.  Customer agrees to pay off the initial service charge of $1,600 due to the baits being in the ground for a year and killing termites.  All other charges have been written off.  Customer agreed to pay the balance due of $250.63.  Again, we apologize for the inconvenience.  If there are further issues or concerns, please contact the local Branch.  Thank you.

   

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 27 - Orkin inspection, contract signed, deposit madeMarch 29 - Orkin removed insulation, performed fungicide treatment, closed vents, left dehumidifier but did not installApril 3 - I called Orkin to ask about finishing job. Orkin advised no ETA on insulationApril 6 - Orkin called to say on the way with insulation. I was at work. Orkin advised they were coming anyway and would send me photos of completed job. Orkin did not show up.April 20 - Orkin showed up unannounced to install insulation and manager called me at work asking for payment of balance. Dehumidifier still had not been installed nor had rodent treatment been performed or piers sealed*.April 21 - Orkin installed dehumidifier, performed rodent treatment and promised to return Monday, April 24, to seal piers* and verify dehumidifier was working properly. Manager collected payment of balance due.April 24 - Orkin did not show up.April 25 - My check for balance cleared my account.There is a dispute about sealing the piers. Orkin manager says he meant taping around the piers. I was under the impression it meant encapsulating the piers. In any event, nothing has been done to the piers to prevent moisture.

  

  Business Response

  Date: 05/09/2023

  The Branch Manager met with the customer on Monday, May 8th, to address her concerns.  He apologized for the breakdown in communications on Orkin's end and offered another perimeter spray and to tape the piers lower than usual to prevent breaking of stones.  Also offered a year of renewals waived in good faith to make up for the lost time and miscommunication.  Customer was satisfied.

  Customer Answer

  Date: 05/09/2023

  Orkin branch manager did meet with me on May 8 and promised to have piers sealed on May 17th.  As long as that promise is kept and the work performed that day is satisfactory, I will no longer pursue this complaint.  However, I would like the complaint left open until after May 17th when the work is supposed to be completed.

  

  Business Response

  Date: 06/08/2023

  The requested service was completed in May.  The Branch Manager called the customer afterwards to follow-up and ensure her satisfaction.  Customer was satisfied with the resolution.  If there are any other questions or concerns, please reach out to the local Branch.  Thank you for contacting us regarding your issue.

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally hired ORKIN for home bug infestation. They stated all my floor insulation needed to be replaced and that I had rodents with mites. Signed a contract with Rollins for $21,000.00. That did not cure the problem. They then suggested tenting the house. That was $7,000.00. That did not work and was guaranteed. *********** manager ***************** will not call me back, nor will they honor the guarantee. All I get is the run around. Presently I cannot live in my house because of the mite problem.

  

  Business Response

  Date: 05/25/2023

  Thank you for reaching out, and we apologize for any inconvenience.  The Branch has reached out and the customer is being refunded for the services.  If you have any other issues or concerns, please reach out to the local Branch.  Thank you.

• Initial Complaint

  Date:05/03/2023

  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.

  At the beginning of April, Orkin was contacted about a rat problem. An inspector came out and set out mouse traps and glue boards and dressed them with Provoke rodent attractant which he said was poison. After a second call to them, inspector ********************* inspected the roof, the rooms, the exterior walls, and the air conditioner, stating that we have mice and not rats. Sunday, April 30, my friend and housemate estimated that we have an infestation of **** rats which we frequently saw scurrying across the floor in plain sight. An electronic device was plugged into the wall on Sunday by my friend. Orkin has been difficult to reach, has not admitted that the problem is rats, and continues to send bills for no resolution. I have spend at least $500 for Orkin to resolve the problem.

  

  Business Response

  Date: 05/18/2023

  Thank you for reaching out and we apologize for the inconvenience.  The Branch Manager spoke with the customer and explained that the account had been cancelled and balance removed.  Customer satisfied that his issue was resolved.  If you have any further questions or concerns, please contact the local Branch.  Thank you.

• Initial Complaint

  Date:05/03/2023

  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.

  My complaint is about the way ORKIN handled the services requested for tenting my house for termites. I was told that I needed to take a day off from work because the company will be coming to my house either at 7am or at 12pm. Supposedly that was the window provided for the time of the service. At 11am I got a call from the Salesman who informed me that the company will be coming to my house from 2pm - 6pm. Again, a second window of time given to me. I've already wasted the whole morning waiting for them. I kept waiting and no one showed up, nor called me to advise why there was a delay. I called the salesman at 6pm and told him that I was still waiting for the company and that no one had called me to give me an update. He said that he would be calling them and that he will call me right back. He then called me back and said that the crew had an emergency on another building or property that they were tenting. He advised that I should wait another hour or so. At 8pm I called the salesman again and told him that I was still waiting. He said that I should be patient and wait. PATIENT??? After waiting all day? Then someone showed up at my house, he said he was from the company. I noticed the car had a different business decal. He advised that he came to check if I was ready and that he will be coming back. He left and I started packing more stuff that he told me should be packed. The whole process was very stressful and long. I called the salesman again and he said that they promised they were coming to my house. By then it was already almost 9PM. The crew showed up at 9PM on Tuesday April 25th, and everyone was ******* to put the tent, started storming, they put the tent and told me to leave the house. After 9PM I had to drive under the rain to a place where I was going to stay for the next 2 nights. Horrible experience!! Then I found out that the next day they showed up at my house to remove the tent, it wasn't even 24 hrs. from the night before, it was actually 2:46 PM on Wednesday April 26th. Is that the way they are supposed to treat the house for termites? I've never done this but my neighbors and friends told me that it should be at least 24 hrs. They are charging an arm and a leg, when other companies charge half of what they charged me. I could have hired a different company but I thought this is a prominent company I'm going to hire the best. They let me down. And the company that came to do the tenting is not even ORKIN, it is a subcontractor!!! I'm very disappointed, they are very unprofessional and they disrespected me as a woman, an elderly woman, and as a Hispanic woman, living in a modest house. I felt discriminated. The branch manager, *****************************, only offered an apology when I told him that I was going to file a complaint. This situation cost me to go to see a therapist to let my emotions out. It took a toll on me, as I recently lost my husband and I'm alone making decisions on my own, and I feel that I was taken advantage of. All the salesman could see were numbers in his head, no consideration for my person. The day I took off from work wasted as I waited for them, and the next day I had to take off due to my emotional state. I need a refund for this horrible service. Thank you.

  

  Business Response

  Date: 05/05/2023

  The Branch contacted the customer and explained that ******************** would be covering the cost of all the work that was done on her property (baits and tent fumigation).  Also explained that she could keep the baits; however, if she did, she would have to pay for them.  Customer opted not to keep the baits, so ****** told her they would notify her when they were going to come by to retrieve the bait stations from her home.  Customer was satisfied.

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked to discontinue services for months They have charged me for services that I declined Ensured me they would not charge me and place it as a follow up so that I may allow them to attempt to rectify my ant problem Ants have continued since October ***************************************************************************************************************************************************************

  

  Business Response

  Date: 06/08/2023

  Thank you for contacting us and we apologize for any inconvenience.  The Branch has been unable to reach the customer, but did issue a refund.  Again, we apologize for any inconvenience.  If there are further questions or concerns, please contact the local Branch.  Thank you.

• Initial Complaint

  Date:04/28/2023

  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 sent them emailed and mailed a letter requesting a refund for overpayment for service address ******************************************************************* but no response from them whatsoever. Our Account # is ********.

  

  Business Response

  Date: 05/31/2023

  Thank you for reaching out and we apologize for any inconvenience.  The Branch has issued the refund check to the customer, per her request.  Again, we apologize for any inconvenience.  If there are further questions or concerns, please contact the local Branch.  Thank you.

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last weekend I contacted the business to handle a mice infestation at our home. I explained that I would need a detailed written report as to the extent and severity of the situation. They came to the house on Monday, 04/24/23 and were there less than an hour. They left a 2 sentence report stating that they had sprayed and placed numerous glue traps throughout the house. I have so far found two. We had been using glue traps prior to their involvement and they were pretty much ineffective. I was told for the plan that I signed up for that I would receive the initial treatment and assessment and 2 follow up visits within 30 days. After that the service would be monthly at a cost of *****. When I received the contract it stated that the next visit would be in 3 weeks and then the service would be every other month but the cost would still be the *****. I also found out that they offer both a senior and military discount. My husband is 87 years old and a veteran. I spoke to two different people who assured me that the discount would be applied and the contract never reflected that. I then was given a document that stated that I had 3 days to cancel.. I did so immediately. I emailed and returned the original to their office. I asked for verification of the cancellation and today, which was the last day for the cancellation I had to call in again. I finally got verification that my contract was cancelled and supposedly they are sending me a refund for *****. This is a far cry from the over 200 that was charged to my credit card. Considering the only thing I am able to verify that was done was the 2 glue traps that I see that seems a bit exorbitant. The service and the billing was not as described.

  

  Business Response

  Date: 05/01/2023

  The Branch contacted the customer and apologized for the lack of response. The Branch agreed to credit the full amount paid for services and to cancel the service.  A check was issued to the customer on 4/27, and the remainder of the charges was credited back to the customer's credit card on 4/28.

  Customer Answer

  Date: 05/01/2023

   
  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. The credit is pending on my credit card.  The check has not been received.
  
  Sincerely,
  
  ****** And *************************

• Initial Complaint

  Date:04/27/2023

  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 called the ***** number for Orkin and the lady gave me all this information about blue lights and traps all that good stuff, so I signed up for Orkin services with a down payment of $153.00. I signed up for pest control and spraying my yard outside. Well the guy "*****" that came out was very short and rude no customer service skills at all. He put down some traps with "No Bait" on them and sprayed outside just in front of my garage doors and left. I called the Orkin office to speak to Manager or Supervisor. First of all the young lady that answered the phone sounded like she was laying in the bed taking a nap and I woke her up. I asked for a Manager or Supervisor and was told that no one available. I left a message and I did not receive a phone call or email. I called again and again and NOTHING. The next week I received a call stating that the guy could not make the appointment because he fell off a ladder. The next week I received a call stating that the guy was still injured. I ask if they had someone else to send. The lady stated they only have two reps for this entire area. Finally, the next guy showed up and he stated that the previous guy did not put any bait on the traps and me me to call the office for a Manager or Supervisor. At this point I was really over Orkin and the non-service they were providing me. I called and called and NEVER got a Manager or Supervisor.I put a review on their website and received an email and a phone call back. Now going back and forth with them for three days, they finally agreed to refund my money, that was at the end of February 2023. Here we are April 25, 2023 and I have yet to receive my refund. O have again been calling and calling and NOTHING. I am not understanding why it is taking so long to receive this refund and every single time I call there is NEVER EVER a Manager or Supervisor available to speak to me. Last week I was able to contact the young lady in the finance department who for some reason could not give me the specific date that she mailed my check out but said it was around March 27th. It does not take that long to receive mail from ****** to Forestville. I called back and again NOTHING, this time no one was available not even ****************. If this is the type of service that Orkin provides, I am VERY GLAD that I cancelled my partnership with you all. At this point I am trying to receive my refund and move on.I have NEVER received a phone call or email back from anyone giving me an update on this situation.Any assistance would be greatly appreciated Today I was told that the Manager refuses to re-issue me a check because they have proof that they mailed the check out. I asked them to verify with their bank to assure them that I have not received the check and the check has not been cashed. I was informed that this is not their job to check with the bank.--Thank you

  

  Business Response

  Date: 05/23/2023

  Thank you for reaching out and we apologize for any inconvenience.  The Branch confirmed that the check had not been cashed and ordered a stop pay / reissue of the check in the amount of $153.  Refund check was reissued on April 28th.  If you have any other questions or concerns, please reach out to the local Branch.  Thank you.