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

• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  
• 

  Orkin Pest Control

  10101 W Innovation Dr Ste 500 Milwaukee, WI 53226-4832

  

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:02/28/2023

  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 September of 2022 Orkin Pest Control visited my grandmothers house for a home inspection. They suggested she replace her existing termite bait system that still had 7 months of warranty left and sold her two additional services. They cleaned her gutters and installed "leaf gaurds" ~ $2k for a couple hundred running feet of gutter, the irony here is on 5 acres there is not a single tree growing. They also sold her "attic insulation" ~ $4500 for additional blown in insulation in her attic. My grandfather has just passed away about a month prior and he had previously dealt with Orkin. My grandmother has some health conditions that impair her judgement at times. For context when we asked her about this service she had no recollection of them even doing any of this work. Upon verification of my own the work was indeed completed. This is an example of a large corporation upselling an elderly individual who was not in the right state of mind to be making these decisions. I have contacted the business locally and they deny any wrong doing.

  

  Business Response

  Date: 03/01/2023

  We apologize for the experience ********************** has received. We would like to escalate the concern to the *************** but need a little more information on the account so we may route the concern properly.  If ********************** could give us the address of her grandmother's home we can escalate the concern.  Thank you.

• Initial Complaint

  Date:02/28/2023

  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.

  I spoke with ******************************* from Orkin on 12/15/2022 and decided to do business with Orkin Pest Control to include:-Home Radiant Barrier -Termite protection -Attic decking -Insulation refill I was advised this work would take two or three days total and would begin on 12/19/2022 and employees would work full business days (8hrs). I agreed and everything was okay until the work began. The first day employees spent two hours in my home and informed me they were not scheduled for any additional time there. Multiple times employees left insulation and other mess in and outside of my home potentially affecting my family and animals (definitely cleanliness). Orkin didn't install the correct amount of decking in which **** had to bring this up and get more done. Orkin left insulation in my HVAC pans as well as on and around the units (which could affect their operation). They didn't install the right amount of radiant barrier and even skipped some areas, all of which I noticed upon MY inspection and brought this up! They used my "thermal bubble wrap" in one of my attics and heated up my house until I inspected and found this error. **** and ********************************* (Branch Manager) came to my home and ***** didn't realize that the wrong product was installed! Additionally, there were also termite protection areas in my house that were supposed to be done and were not (**** identified this error). All of these issues took more than the allotted number of days I was told. The service, workmanship, and professionalism were abysmal. I had to be at home for all of this work to take place that was on and off for approximately one month (costing me money). I reached out to ********************* to try and find a resolution such as reducing the bill or providing some type of compensation because of this terrible customer experience. He summed it up as they are not responsible for the time it takes and would talk to his boss to see what could be done (01/30/23). A month later, NO contact!

  

  Business Response

  Date: 03/15/2023

  We apologize for the delay in this matter.  The Branch Manager contacted **************** to discuss his concerns regarding the completion of job and agreed to credit $2,000.00 from the service.  The manager has processed the paperwork for the credit.  Again, we apologize for any inconvenience in this matter. If **************** has any further concerns; he may contact us at ************.

  Customer Answer

  Date: 03/15/2023

   
  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:02/28/2023

  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 started with this company on 12/28/22 because of mice issues. I paid $219 to start the service and was told it would be $43 a month for a years service. Agent **** has been out here 3 times since I started. He has sprayed twice, laid down sticky glue traps and poison. He told me to take up the traps I set because they won't work with theirs. I was told there's are better. I'm terribly afraid if mice and was scared in my own house, even to clean like I usually do. Even though now I was comfortable with finally doing a thorough clean, I still see mice f**** all the time. I let **** know nothing is dying, he put steel wool in places he could access. I still have mice f**** on my stove and counters, on my bathroom floor, in the lazy ***** on my office desk, in my bottom drawers and down in the basement. I swept up mice f**** off the floors. **** suggested I needed outside dryer cover and backdoor sweep cover to keep them from coming in. I paid $260 for those. I told **** on his last visit nothing is dying and mice are still being seen in my house. I live in an old house and I logically know it's hard to stop the mice especially in the area I live in. This service is supposed to kill the mice that are in my house, which is not happening. I have started taking pictures of the f**** by the glue traps that were set. **** put something in them that was supposed to draw them in, but that's not working. I tried to get assistance from a supervisor and called on 2/17/23 and 2/22/23. Both times I was told a supervisor would call me and nothing has happened. I'm trying to work with this company because I won't continue to pay for a service that's not working but taking my money. So far what this company has done is not solving my issue at all. If they are not willing to work with me to find a resolution, I refuse to continue to pay per month and want out of their contract. They will try to tack on more money and I don't like to deal with companies like that.

  

  Business Response

  Date: 03/20/2023

  We apologize for the delay in this matter. The Branch Manager contacted Mrs. ***********;and explained the nature of the early stages of the mouse program, and that mice may be slower to respond to traps and baits early on because they have food sources cached away. The manager has scheduled an inspector for a home inspection on 3/23. If ***************** has any further questions, she may contact us at **************.
  

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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.

  One evening in August 2022, I called Orkin because I became aware of a ********* ant problem on my property that same day. Orkin said they could help and charged me over $300 for an initial observation and spray of the property. An agent did come out, but they were not very thorough with this service at all. Even worse - they continued to charge my card over $40 periodically for other "routine" visits, yet I *never* saw another technician come to my house or my property. I became so frustrated with this that I called their office in December and left a voicemail, saying that I felt like this was fraudulent to charge my card yet provide no proof that any service was even occurring. They never called me back. Orkin eventually contacted me for a totally separate reason - my credit card on file with them had expired. I gave them my updated information and complained to them at that time about their previous charges and receiving zero proof that any service had actually happened. They explained it away by saying for some unknown reason, the notifications I should have received as a routine customer had been turned off. As of this afternoon, my porch is crawling with hundreds of ********* ants. Worse yet, the ants have wings on them, indicating that this is a severe and advanced infestation. I am convinced that they did not keep up with their routine services with me and charged me anyway, and I also believe that the initial technician did not even make a serious attempt at addressing this problem. This is evident by all the photos and videos I have taken of all the ********* ants eating the foundation of the porch on my house. I have much more evidence than what I was allowed to post here.

  

  Business Response

  Date: 03/15/2023

  We apologize for the inconvenience in this matter. The local branch contacted ************ to discuss his concerns and the Service Technician rendered a service on 2/25 and a follow up service on 3/3. The Service Technician continued to service weekly in order to retreat and monitor the activity. On 3/10/23 the only pest activity found was dead. The Technician spoke with ************ in person each time and explained what he did and what was found. He also provided work orders and honored a free visit as his next scheduled service as ************ requested. The next scheduled service is scheduled for 3/22/23. Again, we apologize for any inconvenience in this matter and if ************ has any further questions, he may contact us at **************.

• Initial Complaint

  Date:02/24/2023

  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.

  Date: 2-23-2023 Invoice # ******* amount $110.0 Service performed without authorization nor concent.I have multiple emails to this company stating that when and if I needed the service I will call or email to approve service. Some guy just showed up to my property went into the back yard without permission as my mom was in the house by herself performed his pest defense service and dropped an invoice on my front door.

  

  Business Response

  Date: 02/28/2023

  We apologize for the confusion in this matter. HomeTeam's service is recurring, they treat the customers home every 3 months to ensure the home is protected against nuisance pest pressures. HomeTeam has cancelled ****************** account, this will ensure that there will be no further automatic cycle servicing. In addition, the manager is in the process of refunding the charges collected off his credit card. Again, we apologize for any inconvenience in this matter. Please email our corporate office at *************************************************** if we can be of service to you in the future.

• Initial Complaint

  Date:02/24/2023

  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 had an purchased a service from Orkin in ****** to service my home. I had to move so when I was making this purchase I was specifically asking if it was transferable to my new home in ******* since I didn't want to buy the service in ****** if it didn't transfer. I was told it would transfer with no problem. I purchased the service in ******. That service was supposed to have 3 more services after the initial. The ******* Orkin branch then canceled my service without advising me. Now They are forcing me to repay the initiation fee (which I already payed in ******) to start my service from scratch.

  

  Business Response

  Date: 03/07/2023

  We apologize for the delay in this matter. Orkin would like to resolve your concern, at your convenience, can you please contact ***************************** at ************.  Thank you for your patience. 

• Initial Complaint

  Date:02/23/2023

  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.

  HomeTeam Pest Defense installed Termite monitoring devices when our home was being built. From mid January 2023 to present (Feb 23, 2023) HomeTeam has contacted us several times a week for the last 5 to 6 weeks by US Mail, by email, via Text messaging and by personal visits to our residence, urging us to sign up to extend the 1 year warranty and pay them $348.00. There is a warning, "Your termite Warranty is EXPIRING". We have responded multiple times, rejecting the offer to extend the warranty. Last week a Technician came to our residence asking once again if we wanted to extend the warranty. We said "NO!). A few days later another Technician came to our residence to ask the same question. Again we said "NO!". Then the Technician pulled up and removed 12 or more Termite monitor devices. Still the US Mail and other communications continue, stating "This is a Second Reminder". NO, it is about the 20th reminder! We have also received about the same number of promotions for a pest control service that we do not want and have declined. We believe we are being harassed by this business and we want it to stop immediately. We want no further contact from this business whatsoever regarding Termite Control or Pest Control. Attached letter is dated 02/01/2023, but it was received today, 02/23/2023.

  

  Business Response

  Date: 02/28/2023

  We apologize for the inconvenience in this matter. The Region Manager has removed ********************** phone number and updated the account to reflect no additional contact.  Again, we apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 02/28/2023

   
  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:02/23/2023

  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.

  They charge without doing the service. I got the bill straighten out and paid for services that was actually rendered and came down to zero balance. They start sending me bills again for services that was never done. I kept calling emailing complaining but they keep sending me bills for services that has long been canceled.

  

  Business Response

  Date: 03/07/2023

  We apologize for the delay and inconvenience in this matter. The manager contacted Ms. ********** to discuss her concerns and waived the balance of $177.00 on the mosquito account, reinstated the Pest Control account with a monthly frequency at $74.00 per month.  The manager let her know that future services on both accounts will be on the first or second Saturday of the month when she is home to sign for the services and pay at time of service. Again, we apologize for any inconvenience in this matter.  

• Initial Complaint

  Date:02/22/2023

  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.

  This company lied to us from start to finish. They came out and told us we had a mice problem, they set snap traps, glue traps, and placed poison all throughout the house in multiple locations that our dog had access too (luckily he wasn't hurt), the salesperson told us they wouldn't use any of these methods on our initial call. It turned out we didn't have mice and actually had a raccoon in our attic that got its hand stuck in a snap trap they placed. Luckily we got him caught out of the house and got him to an animal rehaber. In addition to placing poison all over our property and wounding an animal in our ceiling the technician also damaged our crown molding and trim and broke a doorknob and left without informing us he had damaged our property. We would like a full refund as well as reimbursement for the damages to our property.

  

  Business Response

  Date: 03/14/2023

  We apologize for the experience the ******** had with Orkin as this is not up to our level of service, we strive for exceptional customer service. The Branch Manager contacted you to discuss your concerns and rendered a follow up service on 3/1. The manager has processed a full refund and will receive the check from the corporate office the week of 3/17.  Again, we apologize for any inconvenience in this matter. If **************** has any further concerns, he may contact the branch directly at **************.

  Customer Answer

  Date: 03/14/2023

   
  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:02/22/2023

  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.

  I contacted Orkin in ********, ** on March 24, 2022 to provide inspection at my home in **********, ** for termites. *********************** was sent out and told me I had termite issues and something had to be done immediately. I was told I needed a water barrier placed under my home. When workmen came to install the water barrier, they told me they did not have enough material to finish the job. I checked the work that had been done and was disappointed in what I ********* passed where I tried in vain to contact ******. When ****** did finally contact me, I was told I would have to pay $5,500 for the water barrier. I felt that was extreme, ****** told me that the contract was a 10 year and I explained that I did not want a contract for such a long period. I was never provided a written contract nor was I satisfactory explained anything and was completely dissatisfied with what work had been done. I attempted to contact the manager at the office in ********, ** and was given the runaround. I then began to receive bills from something called Greensky which I found out was a loan company used by ******** Orkin and have been forced to pay Greensky each month. This company first in effect conned me into signing a contract that I was not provided in written for for my review, then applied for a loan on my behalf that I was not fully aware of that I am forced to pay each month. My attempts to reverse this situation with ******** Orkin have largely gone ignored, my calls to them usually go unanswered and when I do speak with someone, I am told confusing information that is contrary to what I was told before. I believe this company took advantage and is still taking advantage of an elderly widow living on a fixed income.

  

  Business Response

  Date: 03/27/2023

  We apologized for the delay in this matter.  The Branch manager has contacted ********************* and her brother to discuss their concerns with the financing and offered a refund of $1,400.00. 00 of advanced renewals toward the balance to reduce the amount remaining on the loan.  The manager followed up with an email to ********************* and they stated back that they are looking at another option.  The manager is waiting to hear back from ********************* with her decision. If ********************* could contact us at her convenience at ************, we would like to resolve her concerns.