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

• 

  Industrial Fumigant Company, LLC

  6663 99th St Chicago Ridge, IL 60415-1208

  
• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  

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:04/25/2023

  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.

  I've spoken with several people from Orkin regarding my Bill... *** Tech / Service was never made. *** Manager told me that he will waive the *** of $121.And I'm still getting this BILL.Please advise,*****

  

  Business Response

  Date: 04/26/2023

  The local Branch Manager spoke with the customer and confirmed that, as of 4/14, his account balance was zero.  Customer was satisfied.

• Initial Complaint

  Date:04/24/2023

  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.

  we have had a service with Orkins for many years. The last 2 years we have a lot of ants in our backyard and sometimes in the front yard.We always tell the technician about this problem. He came approximately 1 month ago. We reminded him about the ants problem but he apparently did not take care of it. About 10 days ago, the backyard became infested with ants. We tried to kill them with different products but there are still here..We can no longer walk around our pool

  

  Business Response

  Date: 05/05/2023

  The Branch serviced the customer's home free of charge and found no pest activity at this time.  Offered to switch the customer from quarterly to monthly service and customer agreed.  

  Customer Answer

  Date: 05/11/2023

   
  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:04/23/2023

  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.

  We engaged Orkin to eliminate our mouse and pest control problems. Since going under contract with Orkin and have paid Orkin $20,000.00, we still continue to have pest issues. We have asked for this to be corrected several times to no avail. They say the crawl space doors ther installed are the issue but have failed to correct this issue.

  

  Business Response

  Date: 05/26/2023

  We apologize for the delay in this matter. The *************** is working diligently to resolve this matter. The local branch serviced the customer on 5/22 to  to Inspected Equipment (Tincats/Bait Stations/Fly Lig, assessed crawl space for pest activity and treated as suggested, Installed pest management program equipment. The local branch will continue to work with the customer to resolve all concerns. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 05/26/2023

   
  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:04/22/2023

  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.

  Back in January 2019 I called Orkin in ***** to treat (tenting) my house and I had put all my trust in the company as opposed to any other competitors. I was way wrong! The tenting was very ineffective and the team did not follow up on my requests. I have evidence that the treatment failed and nothing was done to rectify the issue. On March 8 2020 just a little over a year I found a pile of termite dropping outside the patio and sent the picture to ***************************, the termite inspector who was working with ***** out of the ************* The finding obviously show that the treatment was ineffective and that my house does still have a termite problem. Please see all attachment for evidence. I have been trying to get this rectified for almost 4 years now. I called the company again at the end of 2022 and talked to the manager ***** and he wanted me to charge another $2,700 to treat the house. My offer was to pay for the yearly maintenance fee retroactively to 2019 and restart the maintenance program. He refused the offer.More evidence:*******************************************************

  

  Business Response

  Date: 05/05/2023

  The Branch spoke with the customer and went to customer's home for an inspection.  Customer agrees to pay for his past renewals and be put on a new agreement, which will also be renewable.  Branch will go back out and inspect and then treat as needed. Customer was satisfied with this plan.

• Initial Complaint

  Date:04/21/2023

  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.

  I called & was promised indoor/outdoor inspection where they spray the house & put powder around to stop wasps. I was promised that during the inspection theyd look for cracks and seal it up with chalking. I was quoted $399. The first tech came out & told me he was new & had no idea what he was doing. He suggested getting into a monthly service plan, & told me that Id be charged $250 today & $99 every time they came out to spray. He went to leave without doing ************** asked him if theres anything he could do today. My daughter could not sleep in her room due to wasps. He said he could spray the windows inside, but it wouldnt be effective as it was the same thing as Raid. Wasps are still coming into my daughters ***** *** am really uncomfortable with someone inexperienced out on a job alone. I called for a refund. I spoke with *********, the manager for my area. She said the tech shouldve never been sent on the job, & asked me for one more chance before giving a refund to do inspection & chalking that was promised. **** came, & when he looked at my daughters room he said he didnt have the chalking in his truck. He asked if we had tape he could use to seal up cracks. I gave him some tape to use. I told him that Id been charged the $399 instead of what I had been promised by the first tech. He told me that this shouldve been fixed & he would look into it & get back to me. I waited a week, but never heard from ****. I left him a voicemail asking for an update. He had a customer agent reach out requesting a copy of the original agreement, which I sent. I contacted customer service 3 times & never heard back. I am upset *** feel like Ive been scammed out of $400. Its been a month *** am still having an issue with wasps. I called again asking to speak with ********* about the refund. When she gets in touch with me she denies ever promising a refund or using chalking to seal up the holes, & when I call her on lying she hangs up on me. I want my $399 back.

  

  Business Response

  Date: 04/27/2023

  The Branch Manager called and spoke with **************** about the service.  The refund to the customer for the full amount has been processed.

• Initial Complaint

  Date:04/21/2023

  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.

  I called Orkin about hearing some rodents in my attic. The man came over and checked the attic and told me that I have rats in the attic. He started checking under the house to see how they were getting in there. He came to me and said that I have moisture build up under the house. He talked to me about it and then told me that he will seal up the holes upstairs and put some traps upstairs. He assured me that he would come and check on the traps and clear them if anything was caught. He told me that he would do that as a courtesy and I will be billed for the of the moisture problem. So that Saturday, I handed him a check for $1,500 because the total was going to be over $6,000.00. They sent someone over to do the work under the house however weeks went by and the man did not come back like he said he would to check the traps nor answer my calls, so I had my daughter to call and he answered her and came by the house to check because the rats were still running around up there. This month I called the company to ask them to send the man back because I was still having problems. They sent another person and he went upstairs in the attic and the work that the other man promised he did like seal the holes and put down traps it was not done. I am a 81 year old **** and he knew I couldn't get ** in the attic to check after him. I truly feel that I was taken advantage of by the first gentlemen.

  

  Business Response

  Date: 05/17/2023

  We apologize for the inconvenience.  The Branch has left multiple voicemails for the customer to return the call and also emailed the customer, with no return contact.  Please contact the local Branch to resolve this issue.  Thank you.

• Initial Complaint

  Date:04/20/2023

  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.

  I have been on hold for 40 minutes trying to get my branch manager in ***** to contact me after three attempts at receiving a live person at the branch. The customer reps are telling me that my home office is refusing to speak to me.In Feb we asked to reschedule our appointment to April because of the rainfall we were receiving, multiple appointments without notifications to allow for service (we work m-f, have kids, pets, a gated property, and my husband just finished chemo treatments after a year of bi-weekly treatments and weekly doctor visits, so we have to be prepared for service to make arrangements.) we figured by April the rain would be done and we can resume her appointments.We received no notification in April as of today, the 20th and so we called and we are now being asked to pay $199 on top of the $99 fee were charged and $99 for service. We have been told that our branch manager refuses to speak to us, we are lousy customers that cancel service too much to get the same service as other members, and that no one wants to help us. Im at my **** end here, feel like we are being discriminated against because of our limited income, low income property, and medical conditions, and am going to report Orkin to the BBB at this point because every single individual I speak to is either rude, or just plain refuses to explain why we have been dubbed lousy customers. I would like this this to be considered a written complaint against the vista branch manager, and the customer serve reps that answered the phone today, and I want someone from the corporate office to contact me. I am no longer interested to in speaking to the branch manager.Thank you,Destiny

  

  Business Response

  Date: 05/02/2023

  The Branch spoke to the customer and offered a complimentary service (customer declined) and gave them their direct office number and SM number.  Customer stated they already got another company to treat them.  Branch apologized and let them know to call back in the future if the other company is unable to satisfy their needs.

• Initial Complaint

  Date:04/20/2023

  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.

  In January, ********************************* our rental home. Contacted Critter Control (CC). CC inspected the house. They would mouse proof it: 1. Repair garage door side seal 2. Screen vent pipes on the roof dryer and stove 3. Fill all cracks or more. One way door would be used to prevent mice from entering and allow escape so that none would be trapped in the walls 4. Place mouse traps in house 5. Install 4 rodent bait stations around perimeter of house.After several days I found mouse droppings on the floor. We asked for a thorough clean up and sanitation of accessible droppings in the garage. CC put out traps. I returned 3 times to clean and reset the traps. CC never came back to take care of them. Unless I checked on all the work that was supposed to be done It didnt get done: 1. The cracks larger than were not sealed up with one way doors. They were filled with silicone sealer Any mice in the walls would die there 2. The dryer and stove hood vents had not been screened off 3. No evidence of any clean up 4. Bait stations were not placed around the house perimeter. No bait cards My tenants smelled a dead mouse under the kitchen sink cabinet. I checked and found that CC had broken the stove hood vent off and screwed in a piece of screening over it. I found a hole at the base of the exterior kitchen wall directly behind the sink with mouse droppings. Called CC and they sent a tech. The tech didnt find any sign of a mouse inside. He said that the dead mouse must be in the wall. CC supervisor came out and installed a stove hood vent cover and filled the hole I found with silicone. The the smell remained. My tenants moved out. Because the smell was so bad I returned their money $2,200. I have a house that stinks, isnt mouse proof and have paid CC $ ********.

  

  Business Response

  Date: 04/26/2023

  TruTech District Manager, ***********************, replied:  "After speaking with *******, most of his complaints are not an issue. The smell is gone, he did not see a need for me to come out and look at everything. He is happy with the way the exclusion work looks. His main complaint is he said that he emptied the mouse traps we set in the garage twice. I offered to refund the 499 plus tax for the wildlife removal portion and he accepted. Working on the approval process now." 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19961946
  
  I am rejecting this response because:i spoke with ******************...HE AGREED TO REFUND 2500...A TOTAL REFUND...THE ABOVE CONVERSATION COMES AS A COMPLETE SHOCK...,
  
  *******************************

  

  Business Response

  Date: 04/27/2023

  The local office is refunding the remainder of the job to the customer.

• Initial Complaint

  Date:04/20/2023

  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 am honestly beginning to believe that Rollins is committing fraud.I had insulation installed on my property. First off, I never received a final contract agreement. When I asked Orkin for a copy, the only thing I was provided was an 'application' form with incorrect information. Secondly, paying the bill through the website is an absolute nightmare. I received a statement in the mail, go online to make my payment and the website provided redirects you to a new page where your Login information does NOT work. You have have to fill out a form and request a password. It took DAYS for this generated password email to be received. Hopefully you remember what email you used when you made the purchase, otherwise there is no way to receive this information as customer support is non existent. While I waited for the magical email, I tried calling customer support numerous times. Either you're on hold for HOURS or if you try to enter in your account information, the call automatically drops. I do not believe there is anyone actually there to accept phone calls. Today, I go to make my second payment. I keep receiving an error code: "Please verify that all fields were filled out properly." Everything IS filled out correctly and I'm using the exact same STORED card information that I used the last time I paid my bill. I try another card and and my bank account. Same error code. I am unable to pay my bill. No one answers the phone or emails me back. Not only that, I'm looking at my account details. I made a payment last month of $70.29.My new remaining balance is the same as the original balance: $1,890.00 and looking at my transactions, my 1st payment went ENTIRELY 100% to interest. My interest should be `18% per my "application form". This is absolutely ridiculous. I feel so sorry for an elderly customers that are going be scammed out of late & interest fees. This is beyond shady, possibly criminal, and I will never again finance through Orkin or Rollins.

  

  Business Response

  Date: 05/19/2023

  We apologize for the inconvenience in this matter. Your concern has been escalated to the *************** and the Rollins ****************** is researching your account and will resolve any concerns.  Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19960466
  
  I am rejecting this response because:

  
  No one has reached out to me. 

  I was unable to pay off the balance before the "same as cash" time allowed because it was an absolute NIGHTMARE logging in to pay the account.
  Links provided on mailed statements take you to the wrong webpage. Rollins does NOT answer the phone. Emails are not returned. I tried for weeks. It took THAT long to be able to access my account while I waited for passwords (On multiple occasions) to be generated. Now I'm stuck paying these absolutely ridiculous interest rates by no fault of my own. 

  I have made 2 payments and according to my statements:
  1st payment went 100% to interest.
  2nd Payment - 60% went to interest.

  My payoff amount is the SAME as the original purchase. My principle balance has only gone down $20. That's is NOT 18% interest as agreed. 
  

  This is predatory and I will be filing criminal charges if a resolution is not made. 

   

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

  

  Business Response

  Date: 06/01/2023

  Thank you for reaching out and we apologize for the inconvenience.  The customer was contacted by the Director of RAC and offered more time to pay her bill in full.  Customer has paid and received a payment confirmation email.  Again, we apologize for the inconvenience.  If further issues or concerns arise, please contact the local Branch.  Thank you.

• Initial Complaint

  Date:04/19/2023

  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.

  I want to make a complaint about Orkin representative *************************** yesterday 4/19/2023. I don't appreciate his high pressure sales approach! He took up almost 3hrs of our time and was told at least 5 times we weren't interested right now! I almost called the police to have him removed from my home!! I told him we had others coming to give bids and he took out his phone and said who are they I'll get you the bids. My wife ask a few questions and he just sat there and would not answer, just staring at her!! ******************** also had a trainee with him named ****. A new hire should in no way be witnessing these business practices!

  

  Business Response

  Date: 05/18/2023

  Thank you for reaching out to us and we apologize for the inconvenience.  The Branch Manager spoke with the customer and talked through the issues.  The Branch Manager apologized, explained the sales process, and offered to go to the customer's home to discuss further and perform a follow-up inspection, which the customer declined. The salesperson has received coaching regarding his sales approach.  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19956934
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/18/2023

  We would like to resolve your concerns.  Can you please tell us why you rejected the resolution?  Thank you.