Complaints

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

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• 

  Rollins, Inc.

  2170 Piedmont Rd NE Atlanta, GA 30324-4135

  
• 

  Rollins, Inc.

  1479 Parker Rd SE Ste 300 Conyers, GA 30094-6621

  
• 

  HomeTeam Pest Defense

  12677 Silicon Dr Hts San Antonio West San Antonio, TX 78249-3412

  
• 

  Orkin, 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:02/19/2023

  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.

  On September 19, 2022, I utilized Orkin's services to address a pest control issue that I was having in my residence. Orkin dispatched ***************************, employee # ******* to my home to address the issue that I was having. After setting several traps, ******************** had me sign up for a subscription for $334.25 and assured me that he would be back in several weeks to see if my pest control issue was resolved; however, he never returned.On Monday, November 28, 2022, ******************* showed up to my residence unannounced, and called me on my cell phone stating that he was there to check the traps. After I informed him that I wasn't home he tried to convince me that I needed to cancel my subscription. Later, that day someone from Orkin called me to inquire if I wanted to cancel my subscription. After I informed them that I still needed the services that I paid for, the representative arranged for a follow-up appointment on Wednesday, November 30th from 4pm to 6pm - no showed up nor did I receive a phone call in regards to the appointment being cancelled. On January 7, 2023, I received an email that I had canceled my subscription. When I called customer service I was informed that ***** had called on my behalf to terminate my subscription on November 29, 2022. When I asked to speak with a supervisor, I was told no one was available and that someone would call back within a week. After two weeks went by, I called the customer service number again. And again I was informed that a supervisor would eventually get back to me. Now we are in the third week of February and my complaint has yet to be addressed.

  

  Business Response

  Date: 02/20/2023

  We apologize for the inconvenience in this matter, the Region contacted **************** to discuss his concerns and reinstated his service as well as scheduled a follow-up treatment for February 25th.  The Region also advised ****************** that we will cover the services until the next payable service is due, which is in May 2023. Again, we apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 02/20/2023

   
  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:02/17/2023

  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 keep receiving mail from this business about home warranty and called them before to have them stop sending me these notifications in the mail. They stopped sending them in care of my name and started sending them in my wife's name.I called them twice to tell them to stop sending these notices. This is the number they have you call to respond: **************.

  

  Business Response

  Date: 02/20/2023

  We apologize for your experience. Rollins nor any of its subsidiaries use the phone number that you have listed and believe you are receiving a phone scam alert not associated with our Company.  We would like to investigate further, could you please attach the mailing that you are receiving?  Please let us know the specific company that you are receiving mail from.  Thank you.

  Customer Answer

  Date: 02/20/2023

  Here is the document you requested. I asked the person whom I was talking to the name of their business and he told me Home Defense Systems. This is the name I typed in at the BBB and your business came up.

  That's why you received the complaint.
  

  

  Business Response

  Date: 02/20/2023

  Thank you assisting with this document.  The letter is from Home Defense ***, which is not affiliated with Rollins, *** or Home Team Pest Defense.  

  Customer Answer

  Date: 02/21/2023

   
  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:02/17/2023

  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.

  After finding 2 suspicious holes in my front yard on Jan.25th I called Critter Control. *************************, their wild life consultant confirmed my suspicious that I had a mole problem. In addition to the front yard he said their were ******* in my front yard. He said the service would be $79.00 a month but the service agreement was for a year but I could opt out of it at any time. By the time the technician came to do the treatment she found no ******* but went ahead & sprinkled a substance on the ground that would take away the mole's appetite. She came back a week later & though there were no holes or tunnels, she placed 2 traps that she said looked suspicious...Since there was so more evidence of moles, I called ************************* to discontinue the service. When I received my Mastercard bill on Monday, there was a $699. charge to Critter Control. Thinking this was the cost for a year's service, I called the office to see about a refund. I was told this was the cost for the initial service. When I checked the agreement, she was correct but it was never emphasized in my conversation with ****************. The initial inspection was free, so the one treatment cost $699.00 . I think this is an excessive cost for just one treatment and I would like Critter Control to charge me for just one month's service which would be $79.00 te

  

  Business Response

  Date: 02/21/2023

  We apologize for the delay in this matter. The local manager contacted **************** to discuss her concerns and apologized for the misunderstanding.  The manager cancelled her service and processed a full refund of monies paid.  Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 02/27/2023

   
  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:02/16/2023

  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 paid $1377 in September 2022 for removal of raccoons digging up my mulched front garden. Signed with Critter Control sometime in September. They never gave me a copy of the Invoice/work order. They set two traps and came back in a few days to lock them open over the weekend and were to return on Monday. They did not come back for a week to reset the traps. Never caught a raccoon and never thought to change the bate. Then someone came to spray for spiders which was not part of my understanding.The first document I received was to notify me that the work was completed and thanking me for my business regarding Work Order #*******. No amount paid was shown and my account balance was zero.On four occasions, I called their office. Spoke to ***** each time who said she would look into the matter and have someone call me back. No one ever called back.Now I have received an invoice #******* claiming that I owe for a monthly service to remove spiders that I did not ask for dated 10/29/22 and another statement of completed work order thanking me for my business and stating that I now owe $198 with a completion date of 12/30/2022.On January 18, 2023 I wrote a letter to the company stating my displeasure with their work and requested a total refund. They never responded to my letter either.

  

  Business Response

  Date: 02/24/2023

  We apologize for the delay. *********************** Manager spoke with ****************** and realized that we had her email address entered incorrectly.  At ***************************** request, Critter Control has cancelled her service and promised a full refund.  Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  Date:02/15/2023

  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 owner of the Lily ***** has a contract with Orkin to eradicate termites and dry rot. When I tried to schedule with Orkin to come perform the services, they told us they recommend tenting the house at a cost of $3900 This seems unfair and not right. ************** has moved out of state, and hired me to get the house in good shape. I am the real estate agent selling the house. We just want Orkin to come out and fulfill their contract, and not try and Upsell us to another service.

  

  Business Response

  Date: 03/06/2023

  We apologize for the delay in this matter. The Service Manager contacted ************** on 2/27 to discuss his concerns and came to an agreement that Orkin would retreat the active area.  A follow up service was scheduled and completed on 2/28. Again, we apologize for any inconvenience in this matter and if ************** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:02/15/2023

  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.

  My name is ******************************, I am my mother (*****************************) ********* is 89 + years old and legally blind, therefore unable to handle her own finances, healthcare decisions etc.In 2016 at my mothers home (the home Orkin services at **********************) we found termites. We contracted with Orkin to midigate the problem, which they did. They also offered us an annual maintennance plan in that once a year they would return to check all bait stations outside the home for any current termite activity, and inspect the inside and outside of the house for any renewed signs of termites. The agreed upon cost per year was $ ******. As long as we kept this contract in force, if they were to find any signs of renewed termite activity, they would treat the problem at no additional fees. In essence, this was said to be a "insurance policy" against further damage. Last year they tried to charge a higher price for this contracted service, with a simple phone call I was able to get them to return to the contracted price. However this year, we received the bill for the annual "inspection" to keep the contract in force. I again contacted their office as I did last year, this time to be told "sorry there has been an across the board increase", I stated I am paying it under duress so as to not void our contract, and I am filing a complaint with the BBB.I paid them the full $ ****** so as to keep the contract "paid up" and not default on our behalf. They have now cashed that check. In a paragraph of the invoice it stated "You may notice a MINIMAL increaseover your last RENEWL payment. This increase will allow us to continue to provide you with the quality service you have come to expect.MINIMAL increase ?? ***** % IS NOT A MINIMAL INCREASE ! From $ ****** to $ ****** = an $ ***** increase OVER 34% !! NOT TO MENTION,,, we have a CONTRACTED PRICE !! A CONTRACT SIGNED AND KEPT IN FORCE SINCE 2016 !

  

  Business Response

  Date: 03/13/2023

  We apologize for the delay in this matter. The Branch Manager contacted the customer to discuss his concerns and the customer agreed to the price prior to the increase for the next 3 coming years. The manager gave him his personal number so he can call him directly for any ***************. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 03/13/2023

  The wording of their response was ackward... They wrote:     "the customer agreed to the price prior to the increase for the next 3 coming years." 

  Just to verify,,, the agreement was,,, I agree to this price as long as they assure me there will be no further price increases for the next 3 coming years.

  So, in summerizing my response... 

  I AGREE AS LONG AS THERE ARE NO FURTHER PRICE INCREASES THROUGH THE SERVICE YEAR 2026.

  Thank You

  

  Business Response

  Date: 04/03/2023

  We apologize for the delay in this matter. The local branch contacted ****************** to discuss his concerns and let him know that the rate was locked in for three year. Again, we apologize for any inconvenience in this matter. If ****************** has any further questions; he may contact us at ************.

• Initial Complaint

  Date:02/15/2023

  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.

  Dear BBB,Orkin is not honoring their advertised "satisfaction guarantee." On Feb 6, I called and contracted with Orkin regarding rodents at my rental property in ***********. I paid them $382.50 before receiving any service so that they could inspect and close up any holes allowing a rodent to enter the home. The tenant keeps an impeccable home and lives alone. The technician arrived on Feb 7 and spoke to the tenant while I was on the phone. He said he would inspect the house and close any holes. He also told me that if he had to complete more than three holes, he would have to charge me additionally, and I agreed. However, after his inspection, he left without having closed any holes he said he would close. This is not what we agreed to. We were told he would close the holes and not leave them for another day. He wasn't going to return for another seven days. I called Orkin on February 8 because we wanted the technician to return to complete the work, and the representative said the technician would call me back, but he never did. I called on back on Monday, Feb 13, and was told that a manager would call me at the end of the day. However, nobody called me. A manager finally called me back on February 14. While pleasant on the phone, the manager, *****, refused to honor the guarantee stating that I didn't give the company a chance to solve the problem. I'm afraid I have to disagree with her characterization. How long am I supposed to wait for her technician to return?Meanwhile, my tenant hears the rodents scratch the walls. So given the urgency of the matter, I decided to call another company that inspected, cleaned out the attic, sprayed, and covered all of the holes within a couple of days. I am asking for a full refund of $382.50, given that I am dissatisfied with their lack of service. It is unfair to ask me to wait another week after they already took my entire payment. They also failed to email the receipt to me.

  

  Business Response

  Date: 02/16/2023

  We apologize for the experience **************** has received; we strive for exceptional customer service. The Branch Manager contacted you to discuss your concerns on 2/15 and agreed to the money back guarantee of $382.50.  If **************** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:02/09/2023

  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 contracted with Orkin in May 2022 for Termite treatment and inspection. After their treatment they came out in Nov 2022 to check the termite traps. Then they send someone for quality control, during that visit we learned there may be a rodent in the crawl space. So, I then contracted Orkin to clean up the rodent dropping, spray around the interior and exterior of the crawl space with a rodent repellent, check for opening they may be using to get into the crawl space, replacing the crawl space door and leave rodent traps. For a price of $1674.00, they wanted $837.00 then and the rest once the job was completed. They came out on 30 Nov 22 to do the work. However, they did not bring the crawl space door or the traps and said they would return to complete the job that never happen. Then on 24 Dec 2022 they charged my credit card the full allot of $1674.00 not the $837.00. I called them and told them they never completed the job. I also requested $400.00 refund, which is what they quoted as the cost of the crawl space door. I was told they would have to clear that with a manager, the refund never came. I was then contacted by Orkin to come out and do a quality check. I told them that was not needed because the work was not completed and all I wanted was a refund of $400.00, and requested a manger come out to discuss the issue. He came out in January and after a discussion he agree to refund my credit card $400.00. A week later I called because the refund had not arrived, was told there was an issue with credit card refunds. They said check was going to be mailed that day and it would take a week to get to me. A week later I called them again informing them the check had not arrived. Then I was told it could take up to two weeks to get to me. As of today, no refund has been issued either by mail or to my credit card. I fell I'm just getting the run around, I even offered to drive to their office and pick up the check, but hey stated that was imposable.

  

  Business Response

  Date: 03/03/2023

  We apologize for the delay and inconvenience in this matter.  The Branch Manager delivered the refund check to ************ on February 10th.  Again, we apologize for the inconvenience and if ************ has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 03/03/2023

   
  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:02/09/2023

  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 2/9/22 we signed a contract with Orkin. We used Orkin for Attic Removal and were taken advantage of in the process. We paid over $9000 for new insulation and for the attic to be cleaned and disinfected from rodent activity which they never really found. The salesperson originally showed me pictures of rodent urine on parts of the insulation which sold me on allowing them to do the job. They stated that they couldnt just use traps. When they came to take my old insulation out I was told by the worker that my insulation looked fine and he was confused as to why we were replacing it. They never saw any signs of mice nor any entry points and never came back to check for any more activity. I am still hearing noise in my attic, and they dont guarantee their work after a month. Very disappointed that they saw an opportunity to take money and thats exactly what they did.

  

  Business Response

  Date: 03/08/2023

  We apologize for the delay in this matter and wanted to update ************** on her concern.  The Branch Manger contacted ************** to discuss her concerns and scheduled a service to inspect attic and place traps.  There were ********** of rodent activity or presence and took photos. Per ************** requests, the manager will schedule at time to follow up in 14 days.  We will follow up further after the inspection. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19371655
  
  I am rejecting this response because:

  We havent had the follow up inspection yet and once we do, we will still have an outside company for a 2nd opinion. To believe that there was a presence of mice in the attic that needed to be removed for a quoted amount of $9000  but not have a single mouse found nor was there anything to clean up, disinfect and no holes were found/filled to prevent them from coming back (which was apart of the costs). All the workers did was replace the insulation, there was no clean up or disinfectant completed. Doesnt make sense at all that there still would not be activity in my attic as there was nothing that was done to prevent them from coming back again (if they were really there in the first place). 

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

  

  Business Response

  Date: 03/20/2023

  We wanted to give ************** an update on the follow up service. It is scheduled for 3/20/2023.  If ************** has any questions prior she may contact the local branch *************.

• Initial Complaint

  Date:02/08/2023

  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.

  After I cancelled my pest and mosquito control service a technician came to my house in November 2022. No one was home at the time and he did not tell me he was coming that day. If he would have contacted me before arriving I would have told him I had cancelled my service and there is no need for the visit. They are trying to bill me for this November 2022 service even though it was not wanted and they didnt go inside to do any treatment. I have received multiple calls from employees trying to collect on this November 2022 charge. I have explained to them several times what happened and it never gets resolved. I talked to a manager and he said there was no record of my cancellation of this service prior to November 2022 service and the multiple employees I talked to did not keep a record of the conversation. This has still not been resolved as I am continuing to be contacted from worker in ************* trying to collect on this November 2022 charge.

  

  Business Response

  Date: 02/22/2023

  We apologize for the delay in this matter. The local branch contacted ****************** to discuss her concerns and the November balance was removed.  If ****************** has any further questions, she may contact us at **************.