Complaints

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

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• 

  Rollins, Inc.

  2170 Piedmont Rd NE Atlanta, GA 30324-4135

  
• 

  Rollins, Inc.

  1355 Bells Ferry Rd Marietta, GA 30066-6011

  
• 

  Rollins, Inc.

  179 E Burr Blvd Ste G Kearneysville, WV 25430-4964

• 

  Industrial Fumigant Company, LLC

  6663 99th St Chicago Ridge, IL 60415-1208

  
• 

  Orkin Pest Control

  4669 Stenstrom Rd Morristown, IL 61109-2637

  

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:12/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my home in 2018. Soon thereafter I entered into a termite and pest control contract with Orkin. So, from 2018-2022, I have been a customer of ********************. I ended up canceling the pest control contract around 2020 due to service cancellations, disagreements on what is covered, and employees poor attitude. I really wanted and felt I needed the termite service. But, after countless appointments cancellations, broken promises, and the audacity to request more money when the current services hasn't been fulfilled is the last straw. They even had the nerve to say they will come and pick up their baiting system. I would like to know "how would you find the time to do that when you can't come out and simply check the baiting system." I have had it. If this is their standard way of doing business, then maybe it's their best practices. It appears to be personal. I am offended, angry and a couple of other adjectives I can't say at this time. BBB please assist me with mediating with the company's lack of customer service. Just to be clear, I believe the store information is Branch #***. Their phone number is ************.

  

  Business Response

  Date: 12/30/2022

  We apologize for the difficulties and the inconvenience you experienced. We strive to provide our customers with quality customer services. Comments such as yours help us to achieve these goals by letting us know when we fall short. We would like to rectify the issue; the manager has tried contacting you and mailed an inspection letter. Please contact the local branch at **************.

• Initial Complaint

  Date:12/23/2022

  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.

  Critter control sold services based on false premise that they would perform the services. I specifically called and requested that the service include pumping of concrete in the space that the squirrel had dug. Such that the void is completely pumped full since this space was under the house and I was concerned about foundation cracking. When the service guy came, he said yes we can fill it with concrete. We looked at the service agreement and said the agreement does not say you will fill it with concrete, they said they would fill it with concrete. We spoke to another service guy, and he said they would fill it with concrete. When the service technician showed up to do the work, I said again, i want the hole pumped full of concrete, he acknowledged my request. The service guy performs the work, and it did not include pumping of concrete. I called them back, and then the denial began. They said they can't do it, they do NOT have the capabilities to do it. After numerous conversations with the manager, they have not provided a resolution nor refunded my money. On a side note, I have been told that the sales representative or manager knowingly will sell services that they can NOT perform. They charged my approximately $2,500. The other work included installing a wire mesh barrier, which was not satisfactorily done and they have come out to inspect the work and had agreed that it was not done correctly.

  

  Business Response

  Date: 12/30/2022

  We apologize for the delay in this matter.  The ************** Manager contacted ************** to discuss his concerns and agreed to a refund of $1250 as a money back guarantee for unsatisfactory work. The manager has also agreed to a complimentary ****** treatment for areas with ongoing burrowing activity as part of our agreement.  Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18635006
  
  I am rejecting this response because: it has been over 1 month since the agreement was made and the refund has still not been received.  This issue is not resolved until I receive a check for the refund, should I have to wait any longer, I will request a refund of the entire amount.  Given that I accepted the service agreement based on a lie.  Your sales representative knowingly sold me service that he could not perform.  I called 3 other companies before call your company and asked to have the hole that the squirrel made under the foundation to be pumped with concrete, all 3 other companies said they could NOT do the work.  On the day your service tech came to start the work I told him specifically that the most important thing that needed to be done was to pump the hole full of concrete, he acknowledge what I wanted.  He even said that he had to go secure the equipment to do the work, but never did.  Your sales representative subsequently came and profusely denied that they could do that service. Prior to starting any work, we communicated on 3 separate occasions that we wanted the hole filled with concrete.  The first time in the review of the service agreement, we said that it does not say you will pump it with concrete, we were given the verbal assurance that the hole will be filled with concrete. A subsequent phone call with a service tech, again we asked about the pumping of the concrete and were told again by your folks that it will be filled with concrete.  And again on the day that the service tech started the work, the same thing was communicated and was again assured about the work.  I shouldn't be accepting any amount of refund unless it is the full amount given that the method of obtaining the service contract was based on a lie.

  This is quite concerning since 3 other companies clearly understood the work that I asked for and appropriately communicated that they didn't have the capabilities to do it.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/10/2023

  We apologize for the delay.  Critter Control contacted ************** to discuss his concerns and let him know the refund will be via a check and he will be receiving the check in the mail by the end of this week.  Again, we apologize for any delay and inconvenience in this matter. 

  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.  While we have reached an agreement on the charges for where work was NOT completed and/or NOT satisfactorily.  I'd like to further this complaint regarding the manner in which the job was obtained and that was to lie about the ability to perform the services that was originally requested.  In this matter, I had accepted 50% refund of what I paid for the work so that at the very least, I am NOT conned out of all of my money.  The fact that your staff and company lied about the ability to do the work that was requested of should NOT be acceptable in any fashion and that the BBB should impose a fine for, basically, committing fraud.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/22/2022

  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.

  A Orkin technician came to my house and provided service. He checked the traps and the basement and confirmed that there was no activity. As he was leaving out the door, he zoom into a signature line on his handheld device and said that I needed to sign to confirm that he has been to my house and provided service. He was actually being dishonest and charged the payment to my credit card. This at the very minimum is deceptive and borderline on the level of fraud. I cancelled my service today.

  

  Business Response

  Date: 12/30/2022

  We apologize for the difficulties and the inconvenience you experienced. We strive to provide our customers with quality customer services as well as the most well-trained employees anywhere. Comments such as yours help us to achieve these goals by letting us know when we fall short.  The Branch Manager contacted ****************** to discuss her concerns and cancelled her account per her request.  If ****************** needs further assistance, she may contact us at **************.

• Initial Complaint

  Date:12/22/2022

  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.

  Cheers I was charged $1000 for exterior repairs to keep mice out of my house. 17 days later we still have an infestation of mice.Secondly, they placed traps that are illegal and are supposed to be check either day. They provided about $200 worth of work for $2,000. This is a scam and doesn't work.Full refund or I will start a social media campaign.

  

  Business Response

  Date: 12/30/2022

  We apologize for the delay in this matter. The local branch contacted ****************** and scheduled an appointment on January 5th to follow-up on the progress they have made in controlling the rodents. The technician has sealed gaps and trapping to reduce the population. The branch is confident that ****************** will see the results he is looking for over the time-period described.  The branch looking forward to the next visit and the team will be following up with the customer. Again, we apologize for any inconvenience in this matter.
  

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18628668
  
  I am rejecting this response because the problem persists and are through all of our gifts and house.  Their offer was to come back and charger us more money for more traps or refund us half and still have a problem.  The problem is not resolved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/05/2023

  We apologize for the inconvenience. The Region is contacting ****************** to resolve any further pest issues and has a scheduled service on Jan. 5th to follow-up on the progress they have made in controlling the rodents.

  Customer Answer

  Date: 01/06/2023

   
  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:12/21/2022

  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.

  I signed a contract with THE FIRST GUY WHO CAME TO MY HOUSE AND SAID HE WOULD BE THE ONE PROVIDING ME MY SERVICE AND HE WAS A INDEPENDENT CONTRACTOR WITH ORKIN! Then, the GUY I MADE THE DEAL WITH QUIT BUT I TRIED THE NEW GUY, EVEN THOUGH I DIDN'T HAVE A SEPARATE PLAN WITH HIM! I would get emails reminding me the NEW guy was coming and then THANKING me for the visit! ON AT LEAST TWO OCCASIONS THE NEW GUY NEVER KNOCKED ON MY DOOR OR RANG MY LOUD DOORBELL, LIKE HE HAD BEFORE! I called the office and the guy (I guess was the boss) was rude and I TOLD HIM I WANTED SOMEONE ELSE AND HE SAID THAT COULDN'T HAPPEN CAUSE HE WAS THE INDEPENDENT CONTRACTOR IN MY AREA! Then, I had to get a new debit card and INSTEAD OF CALLING ME OR ACTUALLY SHOWING UP FOR THE NOVEMBER APPOINTMENT, NO ONE CALLED OR CAME! I just got a email for a bill SAYING I'M OVER 30 DAYS PAST DUE! HOW WHEN NO ONE CAME FOR MY NOVEMBER APPOINTMENT MAKING THAT A THIRD TIME BUT THE MICE TRAP THAT WAS OUTSIDE WAS GONE! SO, THEY GOT THAT TRAP BUT DID NOT COME TO MY DOOR! I SHOULD NOT BE PAST DUE WHEN I HAD A CONTRACT WITH A DIFFERENT GUY AND THE OFFICE GUY IN *********** ** SAID I HAD TO EXCEPT THE NEW GUY CAUSE THIS WAS HIS AREA, EVEN THOUGH HE DIDN'T SHOW AT LEAST THREE TIMES AND WAS RUDE! I'M A DISABLED VETERAN AND I ONLY LEAVE ONCE A MONTH TO GO TO THE DOCTOR, SO I KNOW FOR A FACT HE DID NOT RING MY DOORBELL OR KNOCK! I HAVE A DOG AND HE DIDN'T DARK! SO, IF I DON'T HAVE THE FIRST GUY, I REQUESTED A THIRD GUY, AND THEY PICKED UP THEIR TRAP AND WASN'T GIVING ME ANY SERVICE, SO WHY TO CONTINUE WANTING MY MONEY WITH NO SERVICE, RUDE SERVICE, AND THEY STOPPED BY PICKING UP THE TRAP! I JUST WANT ORKIN TO STOP EMAILING AND TRYING TO GET MORE MONEY AND JUST LET ME GET ANOTHER COMPANY!! I SHOULD NOT HAVE TO PAY FOR SOMETHING I'M NOT GETTING OR HAVE TO PUT UP WITH A GUY BEING RUDE TO ME IN MY OWN HOME!! A DISABLED VETERAN HAS EARNED THAT MUCH!!!

  

  Business Response

  Date: 12/30/2022

  We apologize for the difficulties and the inconvenience you experienced. We strive to provide excellent customer services. Comments such as yours help us to achieve these goals by letting us know when we fall short. The manager contacted ************** to discuss his concerns and cleared off the remaining balance and canceled the account. If ************** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 12/30/2022

   
  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:12/21/2022

  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.

  We hired Orkin for pest control in August 2022, for both roaches and mice. Our agreement was to have them come as many times as needed, and I'd be allowed to cancel at any time. Their first technician came and completed a treatment in August. When I called for a follow-up, the next technician told me that he would not be doing any treatment, and the next person to come would be doing it. A few weeks after that conversation, the next technician came in September. Upon arrival, I asked if he is applying gel for the roaches, bait, and traps for the mice. He told me that he was doing neither of those things and gave me a sticky pad used to measure how many roaches are coming and told me that I should put that somewhere. I told him I'd be contacting his office and he told me to have a good day. When I got in contact with Orkin, it was the main line so they had no connection to the worker. I was able to get in contact with *****, the branch manager, who said that he would refund the amount that I had paid in the first invoice. He told me that Orkin could provide better service in the future. After thinking on it, on September 22nd I wrote to cancel my contract with them. I received another invoice from them in November stating that I owe them money for treatment that had continued past September. This was after the contract was terminated and I was not informed of any of the claimed treatment. And, I still have a problem with the pests. Today, the 21st of December, I received an email asking me to pay the bill now, or it will be sent to collections.

  

  Business Response

  Date: 12/30/2022

  We apologize for the delay in this matter. The region contacted the customer to discuss their concerns and have taken care of the balance. We apologize for any inconvenience in this matter. If ************** has any further concerns; he may contact the region directly.  

  Customer Answer

  Date: 01/04/2023

   
  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:12/20/2022

  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.

  In August 2022, I contacted Orkin for a termite inspection. ***** the inspector came out and said we had a termite problem and showed pictures to me of termite tunnels and damage under my house. ***** wrote up an estimate for termite treatment to include cleaning out debris under the house, leveling the dirt mounts under the house , drilling into the foundation and brick and injecting w/termite treatment, tunneling the dirt around foundation/pier to make a trench for the termite chemical to slowly absorb in, knocking down all termite tunnels under the house, (so that if they re occur they would know there was still a termite problem) as well as termite bait traps around the house that would be checked over the next year. All of this cost ********. This is what was agreed upon at the inspection and a check was provided and ***** assured us the check would not be cashed until ALL the work was done. 8/23/22 Orkin installed the bait stations, drilled into the brick and concrete, sprayed around the outside of the house. 10/30/22, ************/ Orkin showed up to work under the house. He informed us there was a lot of termites and dirt mounts and there was too much for him to do alone. He left that day w/o removing the dirt mounts, debris or providing any termite spraying. Said he would contact us in a few days after he spoke to his supervisor about how to proceed. I then contact ***** concerned about what ***** had told me. ***** assured me that the price was the same and ***** is new to this occupation and has probably never seen this type of termite problem. ***** came back out w/another employee and they did not clean out but decided to "blast " under the house. Said they would come back in 2 weeks. Cashed my check 8/31/22. Sept 2022, called to ask when they are coming back, one week later 10/4/22, they came back out and "blasted" under the house again w/ termite spray. 12/8/22, while repairing the floor the contractor finds live termites, I call Orkin and report, they set up for ***** to come out that day from 2-4, he never showed up. When I called Orkin they said he had an emergency and that a new inspector would be contacting me to come out. 12/13/22 New inspector came out, says it will be ****** more dollars to complete out termite problem. and they still have not come back out to spray again, or clean out the dirt mounds, we still have live termites.

  

  Business Response

  Date: 01/13/2023

  We apologize for the delay in this matter. The Branch Manager will credit **************** *************** so it will be at no charge.  The manager has been in communication with ************** to schedule her *************** for the 19th if that works with her schedule. Again, we apologize for any inconvenience in this matter and if ************** has any further concerns she may contact us at **************.

• Initial Complaint

  Date:12/19/2022

  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.

  We hired Orkin pest control to service our house, no issues everything was good until we decided to sell our house approximately a year later, we told our Orkin guy our new address and the date we would be moving to make sure our service was transferred, he assures us it will not be an issue, we move into our new house and nobody comes when due, our provider calls us saying they need inside the home, we are there we step outside, Nobody is there. Come to find out he is spraying our old house. He tells us they will be at our new house the following month, next month as you guessed, nobody came. Well we had a spider infestation at our new house so we called and said we needed somebody out since we were paying for the service. Somebody comes and sprays no problem, come to find out they are out of a different office. So now we are paying on two Orkin account unknowingly. The other office calls us today to tell us they are sending us to collections, after we had been paying the other office for 6 months with no service, no transfer ect. All we want is our debt zeroed out and a monthly service provided that we have been paying for. I dont know if you need to charge one office to pay the other or what. But Ive paid and have no outstanding debts.

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay and confusion in this matter. The manager contacted ******************** to discuss his concerns.  The local branch did send ******************** a check in June, however it was never cashed.  The Orkin branch is going to reissue a check and mail it to *********************  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:12/19/2022

  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.

  12/19/2022 I signed up for pest control services in September 2021. I was billed $75/month for pest control services received every-other-month along with monthly mosquito fumigation in from May-September. I was told the cost for summer mosquito fumigation was spread out over the year, which is why I had to pay monthly. After one year of treatment, I decided the service was not worth renewing for another year. I called in and canceled the service in September 2022, which coincided with the last pest control treatment. One year of treatment, coincided with one year of payments. On December 15, 2022, the Orkin service person called and asked if I would like service. I stated I thought I the service was canceled. He acknowledged the cancelation and stated that he was told to call and apply pressure. I stated that I would like my account to remain canceled. The *******, ** Orkin office called me December 19, 2022 and stated that I have a balance and I needed to give them a new credit card number. To reiterate, I have paid them monthly, every month since September of 2021. They have not rendered services since September of 2022. It is simply not possible that I have a balance with them. Because of this phone call, looked at my credit card and found they have charged my account for October and November 2022 without rendering services. I also realized the credit card they were charging was associated with a "lost card" and ***** finally declined their monthly charge this December. The phone call on Dec 19, ************************************************************************************************************************* hopes that I wouldn't notice. Their claim that I have a balance is totally false. There is no way considering I paid them in-full every month, and then they continued to charge me without even rendering services. I will be requesting a refund for the additional months charged (October and November) because services were not rendered. I will be filing a claim with the credit card company to dispute the charges.

  

  Business Response

  Date: 12/20/2022

  We apologize for the inconvenience in this matter. The Branch Manager contacted ************************** to discuss his concerns and issued a refund for the *************** and cancelled the account. In the future if ************************** ever has a need, we are hopeful he will give us another chance to prove our commitment in providing exception pest control service. Please contact us at ************.

• Initial Complaint

  Date:12/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered mice in our attic. I called orkin, who I already have a maintenance plan with. They came, installed a door and said they would be back in two weeks to remove it. I paid $700 dollars and no one has returned. I have made numerous calls, spoken to several different managers and they just put it off or dont return my calls. ***** is the branch manager and ***** is the service manager. I am very frustrated as this has been about 6 weeks or so. ***** came out and looked at it once but did nothing. I am just astounded by the lack of professionalism and disrespect. I am a senior on fixed income and that is a lot of money to me. I called the main office but got no one there either. Can you please get me a refund or get them to **** the job?

  

  Business Response

  Date: 12/30/2022

  We apologize for the delay in this matter. An Orkin Pro went out to Mr. ******* home on 12/21/22 and resealed all openings to ensure rodents will not be able to enter the attic.  The branch will continue to monitor for rodent activity. Again, we apologize for any inconvenience in this matter.