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. has 637 locations, listed below.

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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

• 

  HomeTeam Pest Defense

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

  
• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  

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:01/15/2023

  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.

  I received exterminating service through this company March 2021. I was suppose to be placed on a payment plan and it was never setup. On May 21, 2021 we spoke with a rep for the company *********************** and setup a payment plan. We paid an initial payment of $375 and monthly payment of 250 were to be auto draft from my bank account. However this was not setup and we spoke we another rep for the company *************************** September 14. She told us the payment plan was never setup. We emailed over emails and copies of bank statements showing where the funds were taken out of our account. I was told money was credited to wrong account and it would be fixed. Money is still not credited to account or refund check issue for the $1,375 for initial payment of 375 and $250 drafted for months May, June, July, Aug of 2021. I called in June 1, 2022 I and spoke with ******* asked about issue and was told still in process of fixing issue. I continue to make payments but issue still not corrected. I have attached copies of emails with payment receipts and copies of payment drafts from my bank account.

  

  Business Response

  Date: 01/27/2023

  We apologize for the delay in this matter.  The branch contacted the customer to discuss their concerns and made the adjustments to the account.  Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 01/27/2023

   
  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:01/10/2023

  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 husband and I asked the Monroe, ** Orkin branch to provide services for our pest issue. We were not satisfied with the service as the tech did not provide any of the treatments that was guaranteed to happen. She did the bare minimum of setting up traps which is something that we could have easily done ourselves. The other services that were supposed to be provided were going up into the crawl space to search for pests (where we were concerned about in the first place), walking around the perimeter of our house to look for ways into the house, spraying a treatment around the perimeter to deter pests, etc. However, none if these were provided. The tech had visited in late September. Since then we have asked for our money back (which is just shy of $400) several times and each time we call they report that a manager has to approve it and theyll send a message over to the manager. They have even tried sending over to a different manager and still no response. We have even called headquarters to deal with this issue and no response from them either.

  

  Business Response

  Date: 02/08/2023

  We apologize for the delay in this matter. The manager tried contacting ************** to discuss her concerns and left a voice message notifying her that the refund of $288.21 has been issued. If ************** has further questions or concerns, she may contact the manager at **************. Again, we apologize for any inconvenience in this matter.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18714076
  
  I am rejecting this response because: we were notified via phone on 1/31 that we would be receiving a check in the mail since it has been too long to refund to our original form of payment. We have not received the check nor have we received any confirmation that it has been sent. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/17/2023

  We apologize for the delay in the refund process, the refund check in the amount of $288.21 was mailed on 2/14. Check # ********. Please allow for 5 to 10 business days for mail delivery.

• Initial Complaint

  Date:01/07/2023

  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.

  We contracted Orkin in 2019 to help with our mouse problem. They put traps, did treatments, etc. When that did. not work, they sold us a ***** reinsulation and sealing of our attic. Including five years of follow up service for no charge. It is 2023. We have called and asked them to come out repeatedly over the years. We have to call between 3-5 times to get an answer, 50% of the time they come out when they say they will. We still have mice. We have mice in my work bag in the living room, dead mice in kids toys, dead mice in work rooms and under furniture. This morning we found two dead mice under the couch. The last time we called was December, we were promised a visit from a "supervisor" who never came. We have two children, aged 2 and 7. They think mice are just normal-they are used to finding them dead and alive in the house. I clean out the silverware drawer every night before I cook to remove mouse droppings. This is a disgusting way to live. Orkin has been neglectful in every way possible, Utterly unresponsive. When a treatment doesn't work they do not come back and say things like, ":I don't know why it's not working". We need help.

  

  Business Response

  Date: 02/03/2023

  We apologize for the delay in this matter.  The Branch Manager contacted ****************** to discuss her concerns and the need for services. The customer agreed for ******************** to render a series of pest control services with ***** day follow *** to insure they have captured any mice. The ********* agreed to monthly and will consider if ongoing is needed and has value. The manager will continue to follow up after the first 2 services to ensure the issue has been resolved. Once again, we apologize for any inconvenience in this matter and will continue to resolve the ******* pest control concerns. 

• Initial Complaint

  Date:01/05/2023

  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.

  Had services done in Feb of 21, new insulation and a protective cover was what i was told i was getting. After insulation was done it was secured with chicken wire and exposed to the elements and falling down I called to get a copy of my contract and. Was refused and told someone would come out. Called again in June, someone came out in July and I was told it would be fixed. Requested a copy of the contract again from *** in writing via email. Texted with manger and was assured it would be fixed. Called again no response, emailed again no reply, no reply on text message. Called again today to ask for a copy of the contract to submit to consumer protection for a resolution and was told "they couldn't speak with me any longer if litigation was involved" . Consumer protection is not litigation, they are refusing to fix the **** black mold mess under my home and my grandchildren have mold exposure rashes. Need this fixed properly or all my money refunded so i can hire another contractor to repair before this is a further public health hazard

  

  Business Response

  Date: 01/12/2023

  We apologize for the delay and inconvenience in this matter. The local branch went to **************** home on Friday, 1/6 to resolve the insulation issue under the home. They replaced two rows that was about 6-7 ft per row and took the old insulation down and installed new insulation. ************ does have mold issues due to flooding under her home and drainage issues. The team also gave ************ all the paperwork she needed and let her know that Orkin does not ************.  If ************ needs further assistance, she may contact us at ************.

• Initial Complaint

  Date:01/04/2023

  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.

  Mice in the attic, charged $329 the guy comes out literally didnt inspect anything. Asked me to check the roof told me to put traps and buy my own poison. Said he would foam some spots they might be getting in. He didnt, I asked them whats the $329 cover? He said they would come back 4 more times to do a check and they would get into the crawl space and attic. A different guy comes back he actually put a trap up with poison and foamed some stuff, said hed be back the next day to go into the attic and find out the entry point. He didnt, it was a complete waste of money and they never reached back out to me.

  

  Business Response

  Date: 01/09/2023

  The Branch Manager contacted ************** to discuss his concerns and apologize for his experience.  The manager told ************** that he would like to refund his money and keep working on the issue until it was taken care of.  Mr. ***** stated that he bought some traps and caught the mice, and he is no longer having a problem. The manager has refunded the service charge back to his credit card.  Again, we apologize for any inconvenience in this matter and if Mr. ***** needs further assistance, he may contact us at ************.

  Customer Answer

  Date: 01/10/2023

   
  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:01/02/2023

  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.

  Hi, This complaint is regarding address ******************************************************************. I have been a customer of ******************** for a year. The main reason I came to Orkin was that we had many pest issues in the apt, making it unable to move in. Our exterminator was great; however, our problem still needed to be resolved. Not only was it almost impossible to get a quick appt sometimes appt was canceled at the last minute due to a lack of technicians in the area. Over the year, I paid $729 to this company and was left without my problem being resolved. I had to move out of this apt because of these uncontrolled pest issues. Money wasted.

  

  Business Response

  Date: 01/27/2023

  We apologize for the delay in this matter. The Region contacted Ms. **** to discuss her concerns. The Region agreed to refund the October 2022 service and confirmed that the service has been canceled. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:01/02/2023

  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.

  On November 3 2022 **** from orkin came to my house and sprayed my house and I paid him $127 in cash and I ask him for a receipt and he told me that he was going to send me the receipt by email and I never received the receipt and since then Im receiving several bills from orkin, I called them 5 times and they didnt fixed the problem and Im worried that they going to send it to collection for something that I already paid at the time of the service, I hope that BBB can help me with this ugly situation thank you.

  

  Business Response

  Date: 01/03/2023

  We apologize for the delay in this matter. The branch did research the payment which was received from the technician and posted to the account.  The account does show a zero balance. We apologize for any inconvenience in this matter.  

  Customer Answer

  Date: 01/03/2023

   
  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:12/30/2022

  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 Pest Control told me that my job would cost $125.00 The job was performed on December 16, 2022. However, the bill that was mailed to me was for $133.75. When I called the company, I was told that price included PA tax. However, this additional charge was never disclosed to me before the service was performed. I feel this company defrauds customers by not disclosing the actual cost for the service that they provide. They employ deceptive practices.

  

  Business Response

  Date: 02/02/2023

  We apologize for the delay and miscommunication on Orkin's part for not informing ****************** that we do apply ** tax on services.  The Branch Manager did contact ****************** in December to explain that we do apply tax on services. Again, we apologize for any miscommunication on our part. We value all of our customers and hope ****************** will give us another chance to prove our commitment in providing exception pest control service. ****************** may contact us at ************.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18652416
  
  I am rejecting this response because: I want  REFUND of the tax.  I will have to think long and hard when I need services again whether or not to use Orkin. Word of mouth is the best advertisement and I will let people know the poor customer service I have received.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/09/2023

  The Orkin branch has issued a refund on February 8th for the tax in the amount of $8.75, per the customer's request. If ****************** has any further questions she may contact the branch at **************.

• Initial Complaint

  Date:12/29/2022

  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.

  On 4/23/2021, I contracted TruTech Critter Control to do exclusion work for squirrels/ rodents coming into home. Today 12/29/2022, I called them because heard squirrels again in home. Per their email 2/24/2022, my warranty is effective until 4/15/2023, however, their customer service representative failed to honor the warranty. This is unethical as I relied on this service to ensure the home was safe and secure and warranty provided gave me confidence in their service. Because of this failure I may have to find a new company to remove these rodents after having already spent $2900 with TruTech.

  

  Business Response

  Date: 01/11/2023

  We apologize for the delay in this matter. ******* contacted ****************** to discuss her concerns and will honor the warranty work.  The work is scheduled and will be completed on Thursday, Jan 11th.  If ****************** has any further concerns or questions, she may contact ******* at ************.

  Customer Answer

  Date: 01/11/2023

   
  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:12/29/2022

  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 contacting HomeTeam in August and again September stating that no service was wanted for the remainder of the year a technician was sent out anyway. I was not allerted by HomeTeam that a service had been scheduled by someone in their office. As soon as I was aware of the technician's presence I told him to stop and told him that the service was not requested, authorized, or sanctioned in any way. I also told the technician that I felt it was highly unethical for his company to sent someone out to perform unsanctioned services and then charge for them.I have had negative reports to credit, and been harassed repeatedly with phone calls and letters.I have contacted the company repeatedly by letter and phone, telling them I had no intention of paying for something that I did not authorize and that was unsuccessful in application. Despite my contacts the company has refused to comply.While the economy is down this is a highly unethical business practice and should not be allowed continue.

  

  Business Response

  Date: 01/09/2023

  The Service Manager contacted ****************** to discuss her account and last service.  *********** manager did cancel service on December 8th and credited her account for the money's owed. The Region Vice President tried reaching out to ****************** with no return response.  We apologize for any inconvenience in this matter, if ****************** has any further concerns she may contact the Region at ************.

  Customer Answer

  Date: 01/10/2023

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