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

  
• 

  Orkin Pest Control

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

  
• 

  Orkin Pest Control

  4669 Stenstrom Rd Morristown, IL 61109-2637

  
• 

  Orkin

  6232 Huntley Rd Columbus, OH 43229-1006

  

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:02/08/2023

  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.

  I hired orkin to do a moisture control job under my home last April. It took months to get the job done. There were several problem with the work such as vents not being sealed at all. They were supposed to be encapsulating my crawl space. I was told there was no need to put sump pumps under the house and that what they were doing would fix my problems. Now I have water sitting under my house that has gotten high enough for the dehumidifier they installed to be sitting in it. It's not longer working properly and my husband can see mold growth. The manager refuses to come out to my house and honor my warranty on the work. I have records of texts and phone calls I've made trying to get them to fix thee problems. At this point if it's not fixed I just want the *******+ back that I spent for them to fix the problem that I still have.

  

  Business Response

  Date: 02/21/2023

  We apologize for the delay in this matter. The local branch contacted ****************** to discuss her concerns and removed the old condensation pump and installed a new one. If ****************** has any further concerns, she may contact the branch at **************.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19365607
  
  I am rejecting this response because:

  The moisture barrier was never done the way my contract said it was going to be done and there has not been a splash guard the entire time since they "did" this job. I need the plastic done the way it was supposed to in the first place. I will contact the manager after we put sump pumps under our house for them to come out and reinstall the moisture barrier correctly. I will not consider this matter resolved until then.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/27/2023

  The local branch will continue assist the ********* to resolve any further issues. The Robinsons may contact the branch at ************** at their convenience. 

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been paying for a pest control service since August 2022 where no services have been rendered. I keep getting invoices but my warehouse is full of rodents, mice and f**** They were supposed to monitor the building monthly. I have spoken to 3 different people about the invoices I refuse to pay and I keep hearing the Branch Mgr. will call you and he never does. This is now going on for almost a month.

  

  Business Response

  Date: 03/10/2023

  We apologize for the delay and inconvenience in this matter. The local branch has contacted ********************** to discuss his concerns and audited the service records and *** records of the services and found that the services were provided.  The BBB will be forwarding the service tickets and screenshot of the *** records for ************************************  If ********************** has any further concerns he may contact us at *************.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19349497
  
  I am rejecting this response because: i have contacted their local office 7 times with no response. I then had to wait weeks in order to reach the Branch Mgr. I spoke to him on 2/13 and he said he had proof that our company was serviced to which to this date he has produced no documentation. I left the Branch Mgr another message to which he still has not responded. I was in the building they were supposed to have serviced and nothing was done. There was rat and mouse f**** everywhere for months. I want all charges dropped.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/14/2023

  The Branch Manager and Area Manager contacted ********************** to discuss his concerns and offered 50% of the services that were exterior only.  The manager is sending ********************** an outline of the offer so he may present it to ownership.  If ********************** has any further concerns, he may contact the manager at ************.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19349497
  
  I am rejecting this response because:I still have not been furnished any proof or signed work orders that the work took place. I spoke to the Branch Mgr who offered 50% off, but I will not pay 50% of work that never took place.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19349497
  
  I am rejecting this response because none of the work orders were signed by any of my employees. All of the ********* lines have the same info " Signature Not Entered ". I only have 1 tech working out of the building and he did not sign any of the work orders. There looks to be an Orkin rep ********* in the middle of the pages but is not a ** Globe employee. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/26/2023

  The Region has been communicating with customer and sent invoices that reflect the discounted amount.  If ********************** has any further questions or concerns, he 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.. We have submitted invoices for payment.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2023

  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 was using Orkin to take care of a mouse problem, and they offered a service of sealing the house and ran a credit check. Without my permission they did not say anything about having to check my credit. I gave no permission and sign nothing knowing they were going to run the credit check, which was a hard inquiry, and I have been trying to build my credit and this knocked it down a lot.

  

  Business Response

  Date: 03/03/2023

  We apologize for the delay in this matter. The local branch contacted ******************** to discuss her concerns and notified Rollins ****************** to have Equifax remove the credit inquiry.  Again, we apologize for the confusion in this matter. 

  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:02/01/2023

  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 had signed an agreement with Orkin for term to treat rats at my home.I paid $140 on the day the technician was here and did receive the work order and a receipt shoeing that I had paid the $140.However the second payment was due on 1 36 ****. I gave the technician cash which the service agreement indicated is acceptable. The technician refused to take my payment and told me "I dont take cash. You can pay me next time I come.." he said "I dint even service thus area."I couldn't believe it and how this could be allowed in a business. To flatly refuse money and to tell me he doesn't evrn service my area?I contacted Orkin and let them know whst happened and I was added if I wanted another technician to come out and take my payment. I said "yes that would be fine.Another technician came out to my home on Saturday, 1 28 2023 and. I gave him the $90 cash payment due. He then took my money but I didn't get a receipt!He then left and told me he eould be the new technician coming every other month to do service of my home. I called on Monday, January 30 223 to Orkin to see if the payment I had given on 1 28 2023 had been applied to my account and i was told by a customer service rep that it had not been applied to my account yet.t couldn't believe it. I was told by the customer service representative "Somerimes they forget and leave it in their truck," i said "what? "The representative said to me "Give it a couple of days. Well reach out to the branch manager and she eill call you tomorrow."I never received a call from the branch manager so I called again today to follow up.I also sent a text message to. The technician who I gave my payment to to see if I would receive a response.When I called today I was told that the office had received my payment but that it would take up to two weeks to be applied to my account because it is a cash payment.. Again I said "what? Why does it take so long?" **************** representative said that they had to convert my cash payment into a money order then send it to their main distribution center which is in ****** told her "**** is still within ***************** and I have never heard of any company taking up to two weeks to apply a payment towards an account. Seems.odd to me that it would take thst long."**************** rep said "that's the process." Told her "I never received a receipt either for the $90 cash payment I gave your technician. I easy my receipt and I want thus payment applied to my account.". Meanwhile I receive a text message from the technician, **** and u learn that he had kept the money in his truck and he eould be handing the money to the office tomorrow, because had some sort of a family emergency which I knew wasn't the case I just can't believe this. How can a company that operates worldwide conduct business like this? Unbelievable. I just want my payment posted to my account and a receipt!

  

  Business Response

  Date: 02/06/2023

  We apologize for the delay and miscommunication on our part. The service managers spoke with ********************** and apologized the experience she received.  Orkin does except cash and money orders and will send ********************** a receipt. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:02/01/2023

  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.

  Orkin came out in May of 2022 to perform a mouse extraction. Part of this process was placing equipment on our roof to help with keeping rodents out. We recently had our roof replaced, and were informed that Orkin had drilled holes into our roof to install the equipment (which we were not aware of), and there was standing, pooling water around the screws, which would've eventually led to roof leaks. The company that installed the new roof on our home indicated that if they were to place the equipment back on our roof, it would void the warranty on our roof. We safely placed the removed equipment in **********, and are seeking to be compensated for the equipment, and Orkin can pick said equipment up. Had we known our roof was going to be drilled into, we never would've agreed to having the equipment placed.

• Initial Complaint

  Date:01/26/2023

  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.

  04/22/2022, visited property with 2 work orders, one for PC ***************** the other for inspection of crawl space, standard service was completed, time arrived 9:54am, time out 10:18am, completed crawl space inspection time in 10:18, time out 10:23, (5 Minutes), work order states inspected crawl space and did not find signs of activity, my craw. space was not inspected as per my contract; this is breach of contract in this case they did not complete the services contracted for and can be ***d for breach of contract and the client can *** for a refund or for exacerbated damages due to the non-inspection. To access my crawl space, you have to crawl under my porch and sunroom, a minimum of ten minutes each way, in and out, Technician was here for only five minutes, per the work order. I paid $450 for services i did not receive, contract expires on April 1 st and will be cancelled, i will not pay for services i did not receive. My advice to clients, beware, make sure you get what you pay for, they can no longer be trusted, i have been a client for 30 years and this is what i get. Damages from wood rot exceeded $12,290 to repair. Orkin Invoice number ********* and *********

  

  Business Response

  Date: 02/24/2023

  We apologize for the delay in this matter. The local branch reviewed all completed services, and the technician did inform ****************** of the moisture in the crawl space, but unfortunately the technician did not indicate the moisture issue on the last reinspection.  ****************** has a Termite agreement with Orkin, which does not cover moisture damage or repair. If ****************** has any further questions, he may contact us at **************.

• Initial Complaint

  Date:01/25/2023

  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.

  I was dissatisfied with the service and requested to cancel service within a couple weeks of signing up. They have been taking $50 a month off of my credit card since October. January, I have called three times and each time I'm told my dispute has been escalated and I should receive a call from a manager. I have yet to receive any calls from anyone to date. Three times with an escalated issue and no return call. They owe me $150 due to my request within the contractual guidelines to decline the service. And I have yet to receive it. They just continue to take out $50 a month.

  

  Business Response

  Date: 02/20/2023

  We apologize for the delay in this matter. The Branch Manager contacted **************** to discuss her concerns and agreed to a refund of $150.00. The Region has verified that the refund has been processed. Again, we apologize for any inconvenience in this matter. 

  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:01/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Orkin installed a vapor barrier/dehumidifier under residence in November never completed installation of dehumidifier although I am responsible for the bill financed through them when the job is not complete. It is the business responsibility to have services completed by employees of Orkin/sub contractor before saying a job is completed.Payed ****** on November 16,2022.ant problem that began in October, unable to rid of ants after multiple times spraying the home,contacted to stop services multiple times and they will not stop debiting my account for services I no longer want unable to resolve with company after multiple attempts

  

  Business Response

  Date: 02/22/2023

  We apologize for the delay in this matter, the Region Manager contacted **************** to discuss her concerns, and a scheduled service was completed on 1/26 to address the pest issues.  If **************** has any further concerns, she may contact us at **************.

   

• Initial Complaint

  Date:01/24/2023

  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.

  I was financially taken advantage of by Orkin pest control and Rollins ******************* Going back to March 2022 I called upon Orkin services to spray my house for termites. This was at a time when I broke my ankle as well so was limited to my house functions that I could do. Orkin inspected my house and then proceeded to tell me I have a rat problem. They told me it would be a $10000 job to clear out the rats. Mind you I never once saw a rat nor found one near my house. With a broken ankle and feeling helpless I signed this expensive payment arrangement. I couldn't see my attic at the time due to my ankle but they told me they would need to remove all the insulation in my attic and then replace it all which they then did over 3 visits the following weeks. Fast forward to now I've been back in my attic the insulation job was lousy. Many areas were missed. I don't even believe I ever had a rat problem as I've still yet to see one. Oh and the kicker they secured some possible areas of entry with a cheap mesh fence that couldn't cost more than $30. Fast forward to now I have a major bill for a half a** job and for a service I didn't even really want. I was persuaded into it. Meanwhile all I wanted them to do was spray for termites. Please help me if you can. They probably pull this scam with all their clients.

  

  Business Response

  Date: 02/22/2023

  We apologize for the delay. The Branch Manager tried contacting ****************** to discuss his concerns during the time requested by ****************** and there was no answer.  If ****************** could contact the branch at his convenience at **************, we would like to resolve his concerns.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18889559
  
  I am rejecting this response because:
  

   

  I was at work today. I work a 12 hour shift. It was reported I would receive a call yesterday and never did. Thank you 

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

  

  Business Response

  Date: 03/06/2023

  The Rollins ****************** contacted ****************** on 2/24 to discuss his concerns. The Rollins ****************** has credited ********************** account for $1,800.00 (advance renewal), which reduced the principal balance to $7,417,40, and the payoff is $8,8627.35.  If ****************** has any further question, he may contact the Rollins ****************** at his convenience at ************.

• Initial Complaint

  Date:01/18/2023

  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.

  Renewed service contract for period 08/2021 - 08/2022 for $243.11. When no inspection was scheduled by September 2022, contacted Orkin by telephone on September 13 and requested inspection as per contract. No response to that call so I called again October 2. No response to that call so I called again October 3 and spoke with ***********************************. I explained that I would be out of state from October 4 - 14 and would appreciate a call back after that date. No response from Orkin so I called again October 20. Finally, on October 27 I received an email with an inspection report dated October 6 attached. I requested a full and complete inspection of my property, including the interior of the house, since Orkin stated that an exterior inspection had been completed. If an inspection was completed October 6, no paperwork was left at my home or mailed to me at that time. In August 2022 I paid $252.83 for the period ***************, the cost of renewing the contract for the next annual period. Orkin has not returned any calls and has not contacted me regarding completing the inspection for which I paid in June 2021. As a result, I requested that my payment of $252.83 for the period 08/2022 - 08/2023 be refunded. As of December 13 I have still not been contacted by Orkin.

  

  Business Response

  Date: 02/22/2023

  We apologize for the delay in this matter. The ************* spoke with ************** and scheduled a full inspection for 01/31/2023.  Once the inspection is completed, ************** stated that she will decide if she would like to advance her renewal for 2023-2024 or have a refund issued.  ************** may contact ** at **************.