Complaints

This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rollins, Inc. has 638 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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, LLC

  3932 Pendleton Way Indianapolis, IN 46226-7600

  
• 

  Orkin, LLC

  12030 Lakeland Park Blvd Ste 125 Baton Rouge, LA 70809-4220

  

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:03/24/2023

  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.

  Received bill for services that was not authorized...did have prior service by this company and I believe the service provided in January 2023 was covered under annual payment made in 2022...have reached out three times to clear up this issue(by phone which they record and email) and have not received the information requested...I requested a contract for 2022 contract showing the beginning of the contract and the expiration and as of this writing not received...It was my understanding the contract covered January 31, 2022 to January 31, 2023...Home Team stated that is incorrect it is Jan. 1, 2022 to Jan.1, 23...requested company to provide the contract with me stating time period and have only been receiving numerous invoices which I feel I am being harassed....I did not authorize service in January 2023...they went ahead and service my property...I am not responsible for this payment.

  

  Business Response

  Date: 04/24/2023

  The General Manager and Region VP spoke with the customer and told him that his balance was written off.  Customer also has termite service, that he wishes to continue.

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Orkin for assistance with some kind of rodent in my home. The woman I spoke with on the phone told me that there would be an initial charge of $250 and then with a "service agreement" $100 per visit for six additional visits. I confirmed that this was not a contract, she said Orkin knows that "life happens" so they don't tie you into a contract and you aren't billed until the day of service. I was also told that, not only would the tech assess the property for rodents, but that he would pretreat for insects and fill any holes where insects and/or rodents could get into my home. The tech came, didn't spray anywhere for anything, stuffed copper mesh into my siding and set two rat traps that are $3 at *********** He told my husband he "didn't have the right traps" and to call another day and he would come back. We called him directly and the ************* office the next day - no one ever called back. I called again two days later, no one ever called back, so I disputed the initial charge with my credit card company. Yesterday, I get a text that my appointment is confirmed for this morning - I made no appointment. Again, I called NHP to cancel the agreement and mystery appointment, no answer. This morning at 7:20am I get a call from a tech that he's on his way - we told him we canceled and he asked if we "cleared it" with the office - I let him know that we tried and no one calls back. I checked my credit card statement today and there's a $91 visit charge on my statement from 3/20. Not only did I not schedule the visit but, if it's not supposed to be billed until the date of service, why wasn't it billed today on the 23rd. I have disputed that charge, as well. I have now had to hire another exterminator for a charge of $500 to help with the issue. All I want is to get my money back from the first visit and have the agreement canceled - IF SOMEONE WOULD JUST CALL ME BACK!

  

  Business Response

  Date: 03/28/2023

  We apologize for the delay in this matter.  The Region contacted Ms. *************;and confirmed that the account has been canceled and credited the invoices that were showing a balance due.  In regards to issuing a credit card refund for the payment that was made, since ******************** has already issued a dispute with her credit card company, the local branch will not dispute the refund when contacted by the credit card company to ensure she receives her refund. If ******************** has any further questions, she may contact us at **************.

  Customer Answer

  Date: 03/28/2023

   
  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:03/21/2023

  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.

  On 1/21/23, Orkin came into my home to disinfect for bugs, the Representative came out on Thursday and quoted a price of *******. At that time, he also stated that it was several ways to pay 1. 12 month loan with interest of 18% 2. 45 days same as cash, 3. credit card. I wanted to pay that day and he said they would bill me. I received a bill first part of February and plan on paying the bill by check within the 45 days. I call the company to pay the bill and at that time I was told that I couldn't pay the bill that I had taken out a loan through a company name Rollins and given a phone number to call. Rollins customer service told me that to pay off this bill a loan interest payment had been added of $500. This is a scam through Orkin to make more money, I told the Rep. that I had no intention of paying a monthly note for 12 months, i would pay it before the 45 days. The interest they are charging is add weather you pay it 1 day or 12 months. I have excellent credit and I don't want a **** on my credit for this. I have sent the company Orkin the bill statement and a check, which i have uploaded a copy. To this date I haven't received a payment request from Rollins for monthly payment or I would have been on this before now. I have made several attempts to contact the Branch Manager *****************************, the customer service that answer the phone aways said he in a meeting she will send a email for him to contact me.

  

  Business Response

  Date: 03/31/2023

  We apologize for the confusion in this matter. The Branch Manager contacted ***************** to discuss her concerns and agreed to remove the finance charge as ***************** has the check available to payout.  The manager will keep in touch with ***************** to ensure proper communication.  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:03/17/2023

  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.

  Breach of contract. Paid to have my house completely fumigated to included ensuring no rodents or bats can come into my home. Bats are still getting into the home. The project has been sitting idle for more that 9 months unfinished. My phone calls to the office and management staff have not been returned. Staff refuse to call me back. Employee Cam and ***** to name a couple. Work is unfinished and needs to be completed. There is an outstanding balance that I will not pay until work completed.

  

  Business Response

  Date: 04/12/2023

  We apologize for the delay in this matter. The local branch contacted the **************** to discuss his concerns and rendered a follow-up service on 4/10. There are no signs of bats or rodents, and no new entry points where bats are getting in. The bat escape valve is the last part of the job that needs to be completed, and a follow-up is set for next week to remove the bat tube.  Again, we apologize for any inconvenience, and we will continue to resolve ******************** pest issues. 

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/17/2023

  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.

  Orkin/ Rollins ************* is a scam artist. On October 15, 2022 I got my home tented for termites by Orkin. I told the Orkin **** ******************************** that I will pay the total tenting fee of $ ***** in one payment. He said it is fine to pay a one time total payment. He told me to wait for the bill and then send a check for the total amount. I never received a bill, so two months later, I called Orkin and asked for my bill to be sent. Orkin said they would send me my bill. I never received any bill. On 3/15/ 2023 I received an email from Rollins ************* with incorrect dates and amounts due. It also said I was signed up for a payment plan that charges interest and fees starting the day we signed the contract with Orkin, which was 5 months ago. The email did not list a payoff amount, instead it said I owed more money than the original amount. I would like to pay the original fee of $ ***** like the Orkin rep said I could. Rollins ************* is a scam artist. They never sent a bill until 5 months later so they could say my payment is past due, and I am now forced into a payment plan, and I owe them extra money.

  

  Business Response

  Date: 03/21/2023

  We apologize for the confusion on our part in this matter. The Rollins ****************** (RAC) entered ********************** address in the system incorrectly, so the invoice was going to the main office and not her mailbox. RAC has fixed the issue and waived the $212.17 accrued interest charge. We apologize for any inconvenience this may have caused.  

  Customer Answer

  Date: 03/23/2023

   
  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:03/11/2023

  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.

  we originally had orkin to come out to treat for mice and bug and insect during the technician inspection she found mold and stated that orkin can help with that problem by remove the mold by doing a moisture treatment she also stated that she will do the treatment for the mice and bug and will have someone follow up to do the sealing and mold removal with she stated that what the moisture treatment does the next day the supervisor came out and did another inspection at that time he confirm everything that the technician stated before the same time he was there the village of hillside inspector was on site and also stated that the moisture treatment will remove the mold they said that they wil start on the work on 3/2/23 and be done on 3/4/23 they stated that they will be in the home atleast **** hours each day to get everything done the first day they came out they was only there for a hour the next day they came out they were there for about 3 hours and said that they were done and it was safe to return to the home we than left the hotel and return to the home when we return to the home we saw that the work was incomplete and was done sloppy everything they charge the landlord and what they said they were gonna do did not get done we still smell mold and the supervisor ***** said it take time to get the mold out but keep the humidifier pull up so it can do it job we believe what they told us and continue on as days pass we continue to get sick and at that point we got a second opinion and hire a mold specialist which informed us that the mold was still there and present and the moisture treatment does not remove mold the landlord deserves a full refund for the negligence of putting our lives at risk of the mold and the unfinished work that was done the amount of work they did was not 14k

  

  Business Response

  Date: 03/22/2023

  We apologize for the delay in this matter.  The Branch Manager contacted the landlord, who the pest control agreement is under, to discuss the concern. The branch has determined that the service sold does not suit the customers primary need and Orkin will be nullifying the agreement and pulling all equipment and stations from the site.  The branch is currently engaged with the customer in coordinating the removal and the landlord.  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:03/08/2023

  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.

  Orkin came to my home at the end of November and administered termite treatment. We never received a proposal on what they would do or how much this would cost, and they did not tell us when they were coming. I need to know what chemical they used around my house. I have many allergies and do not want to get sick. I was at work but my husband was at home. He thought Orkin had spoken to me. I called the local branch to speak with the manager seeking information on who signed for this service. He told me that I did. I told him that I was at work out of town. Then he said, "My workers have been with us for years and they would not lie. They said you signed it. Because it was a Friday afternoon when I called to question this exorbitant cost for Termite treatment, he said he would call me next week. That was in December. I have called the office since then four times. His assistant always tells me that he is in the field and will call me back. Well after about five calls, I still have not received a call or an explanation of what was actually done at my house. I have not received any paperwork. I have even reached out to the Regional Director and still did not get a return call. Because of all this mental anguish and lack of respect for my family, I do not feel we should have to pay this exorbitant amount for termite control.

  

  Business Response

  Date: 03/17/2023

  We apologize for the inconvenience in this matter. The local branch contacted ***************** to discuss her concerns and reversed the advanced renewals.  If ***************** has any further questions, she may contact us at ************.

• Initial Complaint

  Date:03/07/2023

  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.

  The staff members at this location are liars and thieves.They constantly lie about providing services to the perimeter of the ***** apartment building, even though the service is only for a single apartment. The last date of an attempted service February 20, 2023, the representative rang the bell and refused to identify himself. He waited five minutes, rang the bell again and proceeded to SCREAM at me that he was from Orkin. At that point I determined that I was not going to move forward with the service because I did not need that level of aggression in my home. Upon calling and notifying the customer service that I would not move forward with the services ever again. Fast forward five days, the *****, ** began calling and badgering my aunt in *****, regarding the payments, stating falsely that they needed payment for service. Which they never provided. This is Federal Wire Fraud, because they never provided any service, they are not able to access the property to "spray the perimeter" of the apartment building. This is the third time that this has happened. This is after having a previous representative run up on me when I was leaving home.This is after having another representative lie and say that they provided service on multiple occasions. I called last night--instead of the representatives contacting me AGAIN, they decided to contact my aunt in ***** AGAIN to tell her that she needed to contact me because someone from this office called her and told her that she needs to control my and my cousin's tone.They are terrible and they steal.******--refused to identify her role within the organization *******--very rude and condescending allegedly referred to her manager *******--but they apparently do not respond for two business days.Unidentified white male told my cousin that she did not understand the way that contracts work and told her that she assigned the contract as such Orkin could continue to charge us for service.

  

  Business Response

  Date: 03/09/2023

  We apologize for the experience **************** has received; we assure you this is not the norm.  ******************* has researched the account and verified that the account in ******* has been cancelled and the refund to the credit card for $95.92 has been processed.  Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19553287
  
  I am rejecting this response because: this is not the first or second time that your staff lied and stole money from my aunt this is the third time and that is a pervasive pattern of theft across state lines. Your Alsip location are thieves that allow people to harass the elderly with lies and untruths. Pretending that this is only about a refund is disingenuous because I stated that I wanted assurance that you all would stop harassing my aunt, and then yesterday you all continued to place the issue with ***** on the home in ******* to the point that you called my cousin while in court to complain about this complaint. 

  The actions by all of the staff members encountered from ******* to ******* to the White **** who assumed he was more educated to ******* who could not shut up and simply provide my cousin with a case number for reference and you think that throwing the refund at us is sufficient? 

  There was no reason to have to provide a refund if your staff were not thieves that called and hasrassed an 80+ woman dealing with her sick husband!

  I want confirmation in writing that none of your rude thieving employees from the *****/********* office will ever contact my aunt again. 

  The fact that you all have called and harassed my aunt when there was and still is a local number and local banking information on the account furthers my thoughts that you all are purposefully and willfully acting in an abusive manner towards the elderly. 

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

  

  Business Response

  Date: 03/10/2023

  We apologize for the confusion and miscommunication on our part with you and your aunt in *****.  We value all our customers and want to ensure we have provided excellent service. As requested, the Orkin ***** location will not contact your aunt in *****. If you have any further concerns, you may contact the ***** branch at **************.

• Initial Complaint

  Date:03/06/2023

  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.

  I called Orkin for a pest control issue. During the consult, I made the decision to use their services to encapsulate my crawl space. During the service, one of their employees damaged my water line to my irrigation system. They shared they were going to pay for the repair. I had to call on a different service provided (referred by them) to fix it. The bill was sent to Orkin. There was additional damage to my irrigation system (found chards of PVC pipe in the backflow) so I had to call my primary service provider for my irrigation system. It took over 6 months to get reimbursed on that charge. Since Orkin shared they were going to be paying the bill from the ************, I did not follow up. I have now received two notices from **************** Irrigation that the bill has gone unpaid, and it sits under my name. I have followed up numerous times with Orkin, their branch, their branch supervisor, and no communication back. I do not feel I am responsible for the bill. They will not communicate back at all.

  

  Business Response

  Date: 03/29/2023

  We apologize for the delay in this matter.  The local branch processed the payment to ***** River for $105.00 and Check #******** was issued on 02/28/2023.  If ********************** has any further questions; he may contact the branch at **************.

  Customer Answer

  Date: 03/29/2023

   
  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:03/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for your consideration. I am requesting help acquiring a refund for service that was canceled. The service is for ***************************************************************; the account #********.I talked to ******* on 12/27/2022 to discontinue service at ********************************, and I was assured services would stop and auto payments would stop.I talked to Bestsy on 1/2/2023 to confirm services had been stopped and an auto payment would not be deducted because for some reason the online system would not allow me to stop the auto payment. ***** said the services have been stopped and a refund would be initiated if a payment was made. I talked to ****, ******* and ********* on 1/6/2023 because a $42 payment was deducted from my bank account on 1/6/23. A refund was initiated the same day. I called on 1/10/23 again because I still had not received a refund.I also sent an email on 1/10/23 at 3:17pm. I never received a reply. I talked to Sensia on 1/12/23 at 1:38pm and she said the refund was applied on 1/6/23. She transferred me to ********* and ********* said the same thing. ********* gave me a refund transaction #********. I called on 1/16/23 and talked to ******** @ 11am and she said the money was refunded on 1/6/23. I called on 1/24/23 @ 9am and talked to *******. She said a refund was initiated on 1/6/23. She suggested I talk to my bank. I talked to my bank and the staff member that helped me said there is nothing they can do because they had not received a refund transaction. The bank told me to ask Orkin to run a trace. I asked Orkin to run a trace. That was initiated in February. I still have not received a refund. I have called twice since. Please help. Let me know if there is anything I can do to help you help me. Truly grateful for any assistance. Have a nice day, ***********************************

  

  Business Response

  Date: 03/06/2023

  We apologize for the delay in this matter. The Region contacted ************************ to discuss her concerns and she sent the region a copy of the charge on her acct. Typically when the charge and refund is done on the same day, it washes out. However, with it still showing 2 months later, the manager sent in a refund request that should be mailed to her in **** business days. The manager called ************************ back to let her know that the refund had been handled and he will check back with her to ensure she has received the refund. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 03/06/2023

   
  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,
  
  ***********************************