Important information
- Customer Complaint:Advanced Pest Control located at 3945 - B Greenbriar Drive, Stafford, TX 77477 is a wholly owned subsidiary of Rollins, Inc. All complaints for this location are handled by the parent company. For information on Rollins, Inc. complaint handling history and rating, please click the following link:
Rollins, Inc. Report
Complaints
This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,017 total complaints in the last 3 years.
- 347 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2023
Type:Product IssuesStatus: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 3/31/2023 Orkin rep ************************* arrived at my home and met with my spouce, upon inverstigation it was detrermined that we would purchase a serive with a follow-up for 2 months. Upon the unmaed tech arriving a week later the tech had no details from ************************* on what services were to be performed, the tech sprayed one bathroom for ants and placed one trap in basement and one in attic. The tech did not know that he was to provide service for mice nor did he have equipment (had to borrow a ladder). Upon tech departing I called **** to inform him of breach of contract as he stated to my wife that whole house was to be sprayed, glue traps to be layed in attic and basement, and that spraying would eliminate ants, ladybugs, and stinkbugs. All of this was a lie as we are still dealing with insects. Upon my call **** said he would rectify situation with corporate for full refund as we caught him in a lie and he did not want us to prosecute him with video for bait and switch and theft of services. I received a text from **** on 4/13/2023 stating "sent to office", whatever that means i do not know. In short **** preyed on my wife as he thought he could lie to obtain a sale, this is clear discrimination also that ORKIN should teminate for.Business Response
Date: 04/18/2023
The Branch reached out to the customer and offered to inspect the home and address any concerns. Customer just wanted a refund, so the Branch processed a full refund to the customer's credit card on 4/17/23.Initial Complaint
Date:04/14/2023
Type:Customer Service IssuesStatus: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 have asked them to quit coming to my home. They keep coming and charging me. They refused to cancel my account and state the reason is because I have a balance. The reason I jave a balance is cause they keep coming to my house rendering service I don't want. I am not under a contract so this is just ridiculous.Business Response
Date: 04/24/2023
The Branch Manager spoke with **************** and told her they were closing her account and that she would not be responsible for the balance due. She thanked the manager and ended the call.Customer Answer
Date: 04/24/2023
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:04/13/2023
Type:Product IssuesStatus: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 got 4 different contract. Every contract they are the same. The manage he is supposed to care about contract the are big scams and liar.Business Response
Date: 05/16/2023
The Branch Manager reached out to the customer. A refund was issued to the customer for the monthly pest ********************** service. A new contract was approved by the customer, Branch Manager, and another witness. Customer advised that he was satisfied. Please reach out to the local branch with any other concerns.
Initial Complaint
Date:04/11/2023
Type:Product IssuesStatus: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.
Communication with Orkin has been horrible. Most recent issue is for a billing from a service on 3/15/2023. I don't know if they even stepped foot on my property, no paperwork left, but I tried to cancel the minute I received my email "Orkin has scheduled you for 3/15" on 3/12. I called and emailed daily. Previously, and again on 3/15, *********************** responded to my emails and said she would reschedule. It was pouring that week, I did not want service. Since then, all of my calls, emails, and requests for contact on their website have gone unanswered. I can't get through to them by phone. I did email them to cancel the service completely, as their failure to be reachable is unacceptable. I do have the email on 3/15 finally saying the service would be rescheduled. I need this bill of $123.77 cancelled.Business Response
Date: 05/03/2023
The Branch has written off the balance due from the customer and closed the account.Initial Complaint
Date:04/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had Orkin Pest control service treat my home ( Home built in 2019 ) for termites in ******* (******* area). Spent thousands of dollars only to see termite infestation inside of the home in less than 7 months from treatment.Not sure what sort of Termite treatment they used. Very disappointed with the performance.Business Response
Date: 05/17/2023
We apologize for any inconvenience. The Branch has tried multiple times to reach the customer and is still waiting to hear back. If the customer could contact the Branch, we would like to resolve their issue.Initial Complaint
Date:04/11/2023
Type:Sales and Advertising IssuesStatus: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 had missing and out of the ground termite bait stations, so I had it reviewed and redone by HomeTeam and still not properly done and laying around, month later same scenario so had it inspected by another company. They confirmed there was a lot missing and needed replacement and relocation to cover properly my property. After that report I canceled services via phone and still they tried to charge me again a month later. Once asked to cancel invoice I was just hang up at as apparently I was screaming, which I repeatedly said I wasnt it is the way I talk! Very unprofessional and unacceptable.I want the invoice canceled and I am nice enough to not charge them the $375 I paid to have it redone, remapped and properly covering my property!Business Response
Date: 04/13/2023
We apologize for the delay in this matter. The local branch contacted *********************** to discuss her concerns and let her know that her termite account was cancelled,and the invoice was removed. Ms. *********** pest control account has been reactivated, per her request. Again, we apologize for the inconvenience in this matter and if ************************ has any further questions or concerns, she may contact us at **************.Customer Answer
Date: 04/13/2023
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.Manager was very polite and comprehensive and I wish I talked to him when ask to talk to a manager who is more focus on customer satisfaction and retention than ***** arguments! Thank you *****!
Sincerely,
*************************************Initial Complaint
Date:04/10/2023
Type:Product IssuesStatus: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 Friday, 04/07/2023, an appointment was scheduled for Monday, 04/10/2023, between 12pm and 2pm. By end of the business day, no one had showed up or contacted us. My wife and I tried to reach out and no one responded until we told them we were reaching out the the Better Business Bureau. Then, we received excuses of things that could have been prevented (I.E. Someone called in sick, but they refused to contact us when the person called in sick.). We reached out to corporate, and no one actually helped us.Business Response
Date: 05/01/2023
Thank you for your feedback. We apologize for the experience you have received and would like to escalate your concern but need a little more information. In order to route your concern, we need to know which pest control provider you engaged. Please let us know and we will escalate your concern to the appropriate ****************Initial Complaint
Date:04/10/2023
Type:Product IssuesStatus: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 reached out to Orkin Pest Control January 5 2023 for services. I trusted them to combat my pest problem. After treatment, I reached out to them after I still saw droppings and was assured a supervisor would call me back and set up a bait trap in my attic. That never happened. I also received and completed a survey February 13, letting Orkin know I was not satisfied. The last time my home was serviced was February 2023, however I was still charged for March and April. I want Orkin to stop charging my account and cancel the service and all recurring charges. What happen to the 30 day money back guarantee?Business Response
Date: 04/24/2023
The Branch refunded ************** and cancelled her account. She was pleased with resolution. ****** told her to reach back out if she had any other issues or concerns.Initial Complaint
Date:04/04/2023
Type:Service or Repair IssuesStatus: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.
Services were not provided per contract. Company withdrew additional money from my bank without permission, 2/21/23.No critters were caught in 1 month. Repairs were shoddy. I had to contact another company and paid $714.42. They caught 16 skunks, 6 rats, and 2 squirrels from 3/3-3/16/23.I am 92 years old and on a fixed income.Business Response
Date: 05/10/2023
Thank you for reaching out. The Branch has refunded the customer their money, and both checks have cleared our bank.Initial Complaint
Date:04/03/2023
Type:Service or Repair IssuesStatus: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 requested service from Orkin the 3rd week in September of 2022 for a wasp problem. I was asked by the dispatcher if a ladder was needed. I told her it was. I imagine the cost is higher if a ladder is to be used. A serviceman came out to my place on October 7th. First thing I noticed, he did not have a ladder. I told him I had hundreds of wasps on both peaks of both my house and my barn. After he was done I noticed he had about a 4 foot extension on his sprayer. He informed me that he sprayed the ends of the roof on both house and barn. I informed him that was not where the wasps were. He assured me where he sprayed would kill the wasps within a short amount of time. The next day it rained, the day after that, it was bright and sunny. Still hundreds of wasps. I called Orkin again to inform them what was done did not work. The serviceman came back out. This time he had a ladder, but still did not use it. Instead he used a different extension that was maybe 1 or 2 feet longer than the previous time he sprayed. Still not near enough to do what was needed to reach the peaks of my 2 story home, where the wasps were. He did another spray. I spoke with him again as to where the problem is. He told me he could not get that high and he is not supposed to get up on a ladder that high. He told me he would have to talk to his boss and see what to do. The second spray still did absolutely nothing. I never heard another word about it. I absolutely just threw $368 out the window. I am retired and on a fixed income. $368 might not seem like much to some people, but it is to me. What Orkin did, did Absolutely Nothing. Had I known the serviceman could not get on a ladder and service the house and barn properly, I could have and would have had a local exterminator do the job that is not afraid to get on a ladder. I was and am very disappointed in the Orkin service I received. Especially after no one had the decency to get back with me.Business Response
Date: 04/07/2023
We apologize for the delay in this matter. The local branch contacted to discuss your concerns and let you know that the refund was in process. Again, we apologize for any inconvenience in this matter.
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