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 Pest Control

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

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan/26/2025 signed electronic contract with ***** to Install Orkin Shield, shielding put down around the perimeter of the house and also plugged all openings that would allow mice to enter attic. Note, work crew was diligent in what they did. Received a paper contract day after we signed the contract and started going through it, it was never explained about Additional Renewal for 4 years at a cost of $800, asked my wife it that was correct and she said this is true. What I'm trying to do is get an $800 refund . Once the house is protected the house is protected. Have contacted Orkin at ************, and talked to **** for the last 2 or 3 days, wanting to get this resolved, but the manager is consistently in meetings. Feel he doesn't want to talk to me. Called twice today and second time asked to speak to the manager, still in meetings, its 10:30 am, *** left him a message, who knows. I feel like *** or the manager is not wanting to talk about this. All I want hopefully what is right. Just an FYI, to remove and reinstall insulation, put the Orkin shield up and rafter sheathing(aluminum foil), would have cost us $30,000. Had an estimate for removal of insulation and reinstalling was $5250 to $5500, not $17774. Just an FYI. Hope you can help, Thank you ******* ******. Company's business license is *******

  

  Business Response

  Date: 03/10/2025

  We apologize for the experience Mr. ****** has received, Orkin strives for excellent customer service.  The manager contacted the ******** and let them know that the office has processed a refund for the advanced renewals.  Again, we apologize for any confusion on our part in this matter, 

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  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.

  We received our new billing statement on 3/5/25. We have been using ***** for MANY years. We always pay annually. We received a statement for a month's charge. We called our local office to get the price for an annual price/statement. They emailed us the annual statement with a 4% discount. We informed them we are not happy with this minimal discount and that we would look elsewhere for pest control service. Today, 3/6/25, we called them at ************, and spoke with ******* ***** and informed her we would like to cancel immediately. She informed us that we COULD NOT CANCEL UNTIL SOME TIME IN APRIL. I called corporate ************** and spoke with ******. I explained the situation and she said the same thing, that we had to give them 30 days notice. We are fine with giving 30 days notice, but we DO NOT want Orkin servicing our address in March. We have found another company. So, as long as they don't come out any more, we do not owe them anything to this point.

  

  Business Response

  Date: 03/27/2025

  We apologize for the experience Mr. ******** has received with Orkin as this is not up to our level of service, the manager contacted Mr. ******** to discuss you concerns and offered him a 40% discount to continue his services. Unfortunately, he has declined the offer, and we have cancelled his account per his request. In the future if Mr. ******** ever has a need, we are hopeful you will give us another chance to prove our commitment to providing exceptional pest control services. He may contact us at ************.
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23028310
  
  I am rejecting this response because:
  The manager did NOT contact us. If the manager would have offered us 40% discount off  my entire bill, we would have accepted it. However, since this did not occur, we have already gone with another pest control company. We do not appreciate the manager not telling the truth in regards to this matter. We are requesting monetary compensation due to all our time and effort that we have exhausted due to their unprofessional actions.
  Sincerely,
  
  ****/**** ********

  

  Business Response

  Date: 03/31/2025

  The ************* contacted Mrs. ******** to resolve her concerns and apologized for the situation. They let her know we were not able to do a refund for compensation for submitting a BBB complaint, but did offer for her to be able to come back as a customer for the price she was paying before the increase.  They let her know they would put that in her account notes if she decided she wanted to come back if the new company she had was not providing satisfactory services for her.  The ************* also apologized for a manager never reaching out to her as they should have before the BBB complaint and after. 

  We apologize for any miscommunication in our earlier BBB response as we offered 40% on the increased pricing for each service and not 40% on the total yearly cost which is what it seemed like our response.  We also let Mrs. ******** know that all calls were recorded, and we would go back and review them and address any issues with the local branch.

  We are happy to assist Mrs. ******** in any way, if she has further concerns, she may contact us at ************.

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****/**** ********

• Initial Complaint

  Date:03/05/2025

  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.

  I have been trying to cancel my ************* since May of 2024 and I call every three months when I get a charge and they say they cancel and I continually get charged. I just got charged again on March 14th:

  

  Business Response

  Date: 03/07/2025

  We apologize for the inconvenience in this matter. Orkin has reviewed the Mr. ******** account and verified that the account has been cancelled per his request and the ************* charge was removed. The manager also emailed this information to Mr. *********************** the future if Mr. ******* ever has a need; we are hopeful he will give us another chance to prove our commitment in providing exceptional pest control service. He may contact us at ************.

• Initial Complaint

  Date:03/04/2025

  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'm trying to cancel services since November due to:1. Not coming on time 2. Not being effective at ants extermination 3. Extremely rude and unprofessional admin on the phone 4. Canceling the appointment last minute 5. Showing up AFTER canceling your own appointment. (I have emails)6. Billing for the service that wasnt delivered. 7. Not accepting my cancellation, gaslighting by saying I never cancelled.

  

  Business Response

  Date: 03/24/2025

  We apologize for the delay in this matter and for the inconvenience this may have caused. The local branch tried contacting Ms. ****** to discuss her account leaving a voicemail letting her know that we have cancelled the Pest Control Service and removed the balances. If Ms. ****** has any further concerns; she may contact us at **************.

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have maintenance service for pests with this company and wish to cancel. I have called them several times to cancel. The representative said that I would need to have an agent call back to confirm cancellation but I never receive a call back. I have also sent an email. I am still being billed. I cannot find a way to have the contract terminated.

  

  Business Response

  Date: 03/07/2025

  We would like to assist Ms. ********* with her request but need a little more information.  **************** could let us know which Pest Control Company, she had service with we will certainly escalate the request.  We do apologize for the inconvenience in this matter.

  Customer Answer

  Date: 03/07/2025

  The original company is Trutech and address is *********************************

  the company then became

  Critter control 
  P.O. Box 6849

  Marietta Ga

  

  Business Response

  Date: 04/09/2025

  We apologize for the inconvenience in this matter. The District Manager contacted Ms. ********* to discuss her concerns, unfortunately Ms. ********* chose to cancel the service. Trutech picked up the bait stations and the local office cancelled the account per her request. In the future if Ms. ********* ever has a need, we are hopeful she will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23017103
  
  I am rejecting this response because:
  I am still getting calls from technicians to come out including one today 4/9/25.  I dont believe the technicians are communicating with the home office.  Also the email said that the district manager contacted me to discuss my concerns but I did not receive any calls or emails from the district manager.

  i appreciate the follow up but I dont believe that the account is actually canceled 

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

  

  Business Response

  Date: 04/11/2025

  The Region Svc Manager verified there are no future workorder open for Ms. ********** she should not be receiving any further call.  Again, we apologize for the inconvenience. 

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/02/2025

  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.

  On February 28, 2025, we asked Orkin Pest Control to cancel our termite service. Our displeasure with the service, which includes a missed yearly reinspection and bait monitoring, landscape disruption, as well as poor communication, is the reason for this decision. After talking it over with my wife *****, we decided not to seek compensation for the payments we have already made. Going forward, we respectfully ask that their team not enter our property for any services.

  

  Business Response

  Date: 03/10/2025

  We apologize for the experience Mr. ****** has received, the manager contacted Mr. ****** to discuss his service and moving the station into his landscaping. Unfortunately, we have canceled the account per Mr. ******** request and refunded the advanced renewals he has paid. Again, we apologize for the inconvenience in this matter. If Mr. ******* has any further concerns he may contact us at **************.

• Initial Complaint

  Date:02/27/2025

  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.

  Last year we used ********************* to remediate an ant problem. We were told we signed up for a subscription service for a fixed annual fee, which we had done previously in our last house. It turned out the service was an a la carte service, and so we were billed much more than expected. We asked for an adjustment but were told nothing could be done because our contract had been sold through a third-party agent.After several unpleasant phone calls, we felt we had successfully cancelled the service, and, with regret, paid the invoices in full.Yesterday, a Waltham truck rolled up, and the driver asked how we were doing with our ant problem. We said there was no longer any problem, and the driver drove away without performing any ************* we received a bill for $190. I called the number on the bill, was eventually transferred to the ****************** and spoke to ******. She said she had no authority to do anything, and the manager was in Natick and unreachable for a week. She was incredibly dismissive and became abusive when I said I would file a BBB complaint if we did not hear back by the end of the week. She ww wouldn't hear back until next Monday at the earliest. I'm not proud to say the call got a bit heated, so I hung up.We will not pay this bill.

  

  Business Response

  Date: 03/04/2025

  We apologize for the confusion on our part in this matter.  The Branch Manager contacted Ms. ***** to explain the recurring service charge and let her know that the account had been canceled, per their request and the price for the **************** had been voided.  Currently the account has a zero balance and no longer active.  The manager apologized that the confusion caused this to drag out a little but assured her that it has been fully resolved as of now. If the Stones have any further concerns, they may contact us at ************, we are here to assist in any way.

  Customer Answer

  Date: 03/04/2025

  The businesss response appears adequate, but please recall we had cancelled our account last year after multiple misunderstandings resulting in unexpected charges we eventually did pay. 
  

  Not much more you can do I suppose. This is a scammy, *************** 
  

  Thanks for your help,

  Mark

• Initial Complaint

  Date:02/26/2025

  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.

  Sub par work quality for ******** and I would either like the job done right or my money back

  

  Business Response

  Date: 03/21/2025

  We apologize for the delay in this matter. Orkin contacted Mr. **** to discuss his concerns and rendered a service on March 6th.  During the service the manager walked with Mr. **** around the property and showing him the finished work. Mr. **** mentioned that he hadnt seen any rodents in the home since the exclusion was done. After the service, Mr. **** contacted the office requesting the exclusion be removed and a refund. The manager has tried contacting Mr. **** to address any further concerns, with no return response.  The manager did inform Mr. **** that a refund would not be issued due to the service being completed.  *********** would like to discuss the matter further, he may contact us at ************.

• Initial Complaint

  Date:02/25/2025

  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 want a refund of $1,500 for pest control services from Orkin - 228024APP-01-22-2025-12-41-41. I contracted with ***** for rodent control at my property. I was issued a contract by the Orkin for pest control services but I am dissatisfied with the service they provided. I contacted ***** for a refund based on my dissatisfaction which was not granted. ***** changed the terms of my contract without my signature. Orkin was supposed to provide follow up checks on services rendered which they did not do. I was forced to contract with another pest control company to make up for the lapses of service provided by Orkin, which included incomplete sealing of rodent entryways, failure to bait traps, and their neglect to perform free inspections as promised. Their managers did not contact me to inform of changes to my contract or to provide information regarding my complaint. The person who contacted me from Orkin did not indicate that they were a manager nor did they provide information regarding my complaint.

  

  Business Response

  Date: 02/28/2025

  We apologize for the delay in this matter. The local branch contacted Mrs. ***** and explained the $1,500 treatment for the completed exclusion work and not on-going recurring service. Branch also offered to come out at no charge to follow up on exclusion work and to contact Orkin for any follow up for the next 30 days. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made multiple attempts to close my account both with the national number and the Hawaii number. I was continually given next appointments and/or rescheduled. It seemed they did not want me to close my account, and wanted to continue to bill me for appointments should I fail to attend them or be present. I spent hours doing this and continue to feel that my rights as a consumer to discontinue a service agreement were violated. I do not want any remediation at this point. I just want this complaint to be noted in BBB for the benefit of other future customers.

  

  Business Response

  Date: 02/28/2025

  We would like to thank Mr. ******** for making us aware of the situation.  The Branch Manager contacted Mr. ******** to discuss the concern and let him know the training he would review with my admin and management to avoid this happening again to future customers. The manager apologized for the stress and inconvenience this caused. If Mr. ******** has any further concerns, he may contact us at ***************.
  

  Customer Answer

  Date: 03/02/2025

   
  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,
  
  ******* ********