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:12/16/2022

  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 to fix our basement. It was taking on water everytime it rained. Orkin assured us that they could fix our moisture problem. We were told that we would be able to use our basement as a living space once they were done. We agreed on a price of $15,654.00. They started the job in Dec of 2021. By March when the payment was due the problem was still not fixed. We finally got a supervisor to come out and go over everything with us. They were demanding payment when the job wasnt completed. I decided to go ahead and pay it off and keep working with them. They charged a months interest when we paid it off and I had to fight to get the interest back. They tried to short pay me on my interest by rounding down my refund. I then had to fight to get the rest. When the supervisor came out we were going over the paperwork and noticed that we were charged for equipment not used and services not rendered. Almost $4000 and they apologized. They said that they would go ahead and install the sump pump we were charged for but didnt get. They said that should keep the water out and they would check it again after we had a couple of storms to see what happened. I contacted them immediately to let them know that our basement was still taking on water. No response for over a month! We still had not received a refund for the equipment that we were charged for and didnt get. I went to their office and spoke with ***** the manager. He stated he would get with ***** when he gets in and will follow up with us. Two days later we receive a check in the mail. Once again they took it upon themselves to round my refund down and we had to fight for the additional funds. Finally ***** calls and says that there is nothing else they can do. We should have never took this job. I explained to him but you did and we expect to get what we were promised and what we paid for. At that point ***** told my daughter who lives in the property that they would no long be sp

  

  Business Response

  Date: 12/22/2022

  We apologize for the delay in this matter. ***************************** contracted Orkin to encapsulate his crawl space and do drainage work in other parts of the crawl/ walk in cellar.  A part of the french drain couldnt be installed because of clearance issues with the ditch and foundation wall clearance. The branch did refund ********************** $2,600 for the service and $ 700 for the interest on his installment plan.  The manager and service manager meet with ********************** at the home and agreed that Orkin would rent a ********************* so a sump pump could be installed in the cellar floor basement to pump out any water that entered the cellar.  ************ had a value of $2,100, if paid for and was completed on 8/1/22.  The agreement is considered closed, and all services performed, and all refunds have been made to **********************. If ********************** has any further concerns, he may contact us at **************.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18599099
  
  I am rejecting this response because: see attached
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/08/2023

  We apologize for the delay in this matter. The local branch met with ********************** to discuss his concerns and scheduled an inspection for Monday 2/13 along with the Region Team. Orkin will continue to resolve ************************** concerns and follow up further. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18599099
  
  I am rejecting this response because:
  
  The reason that I am hesitant to accept their response is because once again they are lying.  First of all, No one from Orkin met with us.  I reached out to BBB because we had not heard anything and BBB apologized and within the hour we received a call phone call from **** with Orkin.  We did schedule an appointment for **** to meet with us and discuss a solution.  I do not want to close out this complaint because we have been trying for over a year to get this resolved with no luck.  The only reason they are reaching out now is because we reached out to BBB for help.  We will meet with **** on 2/13 and respond again after that.  Based on the way we have been treated (Ignored) we are requesting that this complaint remain open. 
  Thank you
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  Two months ago I called and emailed to cancel my service. Orkin refuses to do so and continues to bill me. Now they have scheduled yet another service despite my request to cancel.

  

  Business Response

  Date: 12/19/2022

  We apologize for the delay in this matter. The branch manager contacted ************** about his concerns and canceled the account per his request. The Region also confirmed the account has been canceled. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  Cancelled pest control contract with this company. They even picked up their items. Prior to that they did not do what I had requested which was set out more traps which was the reason I canceled. They have continued to bill me for multiple months for $89 after I canceled. Total of 3 months.

  

  Business Response

  Date: 12/16/2022

  We apologize for the experience that you have received with your pest control provider; we would like to escalate your concerns to our division office and need a little more information.  Please let us know the name of your pest control provider so we may escalate your concern.  Thank you.

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/2021 bait stations were installed at my new construction home per an agreement with the builder to last exactly one year. Hometeam pest defense called and asked me if I wanted to renew which I stated I didnt because it was too expensive. They had came out on 12/12/2022 without my permission or knowledge and removed the bait stations around my house. This is in violation of the agreement which states that its for 1 year. I asked the customer service rep to reinstall them until the expiration date however she said since I didnt say I was going to renew it now cancels out the 1 year agreement. I explained to her thats not how contracts work. I asked for a copy of the agreement which she never provided. This is considered breach of contract.

  

  Business Response

  Date: 12/13/2022

  We apologize for the delay in this matter. The General Manager tried contacting the customer and left a voicemail. They offered coverage of any termite related issues to be covered through 12/21 and also a complimentary Termite Inspection on the 21st to ensure there are no issues with the property. The local branch is waiting to hear back from him. The customer may contact ********************** at **************.

  Customer Answer

  Date: 12/13/2022

   
  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:12/09/2022

  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.

  Date Orkin inspector inspected residence was 9/6/22.Orkin committed to install Orkin Bat Shield, Attic Insulation, and Leaf Stoppers. The disputes: The Leaf Stoppers are improperly installed and are useless. They are crooked and bent, completely unprofessional. They only created another gutter on top of the existing gutter which holds leaves and debris. The insulation was only done to a portion of the attic, approximately 60%, not in the entire attic of the house as stated in contract. The inspection after installation of products was not completed. Orkin has refused to communicate with us at all. We called and texted numerous times and received no response to address problems. We called the 800 number given if there were problems and their representative set up an appointment with branch manager at our home and he did not show up, he didn't contact us, and we haven't heard from him since. We tried to contact Orkin Branch manager and salesperson a couple more times since but to no avail. We have documented the times we have called and texted them. The resolution desired: Leaf Stopper that is a useless product that doesn't work. Deduct $1804.00 from the contract billing. The insulation was only put in approximately 60% of the attic so a deduction of 40% for an insulation cost of $4527.60 (deduct $3018.40). Deduct the $598.00 charge for inspection to be done 1x a year for 2 years; due to our dealings with Orkin being so unpleasant we do not want Orkin to return to our residence.Therefore, our billing total of $14,484.00 should be adjusted to $8609.60.

  

  Business Response

  Date: 01/03/2023

  We apologize for the delay in this matter. The Branch Manager contacted ****************** to discuss her concerns and scheduled a service for 12/29 which was completed.  The branch will return to ********************** home on Saturday 12/7 to correct the insulation issue.  We apologize for the inconvenience in this matter. If ****************** has any further concerns, she may contact us at **************.

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18548579
  
  I am rejecting this response because: very little has been done to rectify the situation.  We met with **************** on 12-29-22 and he agree to a $****.00 deduct for leaf guards and follow-up inspections and was going to add insulation that we questioned about.  He was going to see about further compensation for this mess and left saying he would call *** on Friday 12-30-22.  He did not call back but texted ****** that he was waiting for information from the finance department.  On 1-3-23 we received Rollins response from the BBB. On 1-4-23 we received an email from branch manager about the deduct of **** and them coming on 1-7-23 to do the insulation.  We emailed back that Saturday would work and what about further compensation.  We haven't heard anything since, and they completely blew off the Saturday work and didn't call. So, we don't see where anything is resolved.  Just another runaround, and we wasted another day.  We request that Rollins additionally deduct $3018.40 for inadequate insulation to resolve this complaint. 
  
  Sincerely,
  
  *** And ***************************

  

  Business Response

  Date: 01/13/2023

  We apologize for the confusion, Orkin's Wildlife Team will be rendering the service on 1/14 and continue to address ********************** pest issue.  

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18548579
  
  I am rejecting this response because we have not seen the correct adjusted final billing.

  
  
  Sincerely,
  
  *** And ***************************

  

  Business Response

  Date: 01/23/2023

  The Branch Manager spoke with ****************** over the phone and agreed with an additional $2500 instead of the amount they originally requested. After discussing their concerns, the branch went out to the customers house on the 14th and blew in a 10 x 10 area in their attic with 5 inches of extra insulation and removed the defective gutter guard. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18548579
  
  I am rejecting this response because the original amount due was $14,484.00. With the $5000.00 adjustment the total amount is $9484.00.  We are not responsible for any late fees or interest.  When the bill is adjusted to $9484.00 we will pay it and consider the matter closed.  
  
  Sincerely,
  
  *** And ***************************

• Initial Complaint

  Date:12/09/2022

  Type:Product 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 received a bill in the mail for service that i didn't have or agree to in November. I had contacted Orkin via their website stating that I will be in the hospital and will contact them upon my return home. They kept scheduling me for service, and now they are charging me for Nov. that I do not owe. I will contact them for continued service when I come home.

  

  Business Response

  Date: 12/14/2022

  We apologize for the delay in this matter. The manager contacted ************** and left a message explaining the pre-bill and there is not charge, the branch will make sure there is no November charge. We apologize for any inconvenience in this matter and If ************** has any further concerns; she may contact the branch at **************.

• Initial Complaint

  Date:12/08/2022

  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.

  I have a 4 yr contract with Orking for termites. Was supposed to have yearly bait changes and checks for termites on 3 properties in April they keep dragging these checks out and I have to make numerous calls they cancel after getting appointments or show up when dont have appointment. Had appt sept 28 no show got a notice they had come to my rental property 11/21/22 but they didnt come to my main house where the termites were. I have called several times asking for manager and no call back. I have spent $48,000. And in the last 3 years they still have not reinspected and only 1 time changed out baits. I can not get phone numbers beyond the customer service who never follow thru. Termites are not active in cold so for them to put me off until fall and winter to check baits for activity is rediculous.

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter. The branch contacted ******************** to discuss her concerns. The Branch Manager and the Orkin Pro are scheduled to go out to Ms. ********* residence on Tuesday, January 10th and service all of the termite bait stations. We apologize for any inconvenience in this matter. 
  

• Initial Complaint

  Date:12/08/2022

  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 paid for Orkin to install a mesh fence around the base of our house to keep animal outs from underneath. I was told in person that I would be able to pay a down payment within 90 days of the service. I was told I could then pay the rest of the service on a repayment plan with monthly installments. I submitted my information and qualified for that financing program in person before the service occurred. Then Orkin performed the service. I never received a bill in the mail or by email. I had no way to pay toward my down payment for 3 months after the service. I called the local and national Orkin office dozens of times during that time period. I kept getting told that no one could help me or provide me the bill. Months after the service, I received my very first bill in the mail. It said that my full amount toward the service was overdue and headed to collections. I called Orkin again over and over and was still not provided any help at all. Eventually I paid the entire amount of the service because I was still unable to access my bill or talk to anyone at Orkin who knew anything or could help me. It was an incredible hardship financially for me and my family. It was bait-and-switch and unacceptable behavior.

  

  Business Response

  Date: 01/06/2023

  We apologize for the delay in this matter. The Branch Manager spoke with **************** and confirmed that the payment she made was processed and accounted for, so she will not receive any more collection calls moving forward.  The account has been canceled and the branch has issued a partial refund of $400.00.  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:12/06/2022

  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.

  I was on month to month contract and when I told them I wasn't getting service I was paying for they told me I was under contract. I did not sign a contract and when I asked to see it before they removed anymore money. They did not produce contract and still took money out of my account, overdrawn it. I want to see this contract or they need to return my money asap.

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter. The Branch Manager contacted **************** to discuss his concerns and per his request his account has been cancelled and refunded $92.00.  If **************** needs any further assistance; he may contact the branch at ************.

  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:12/06/2022

  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.

  Orkin of ****, ** took complete advantage of the elderly (my mother and friend). They contracted bed bugs in their home from the visiting nurses after my mother had an illness. Orkin charged them $1800, came out one time,never got rid of the bed bugs, came out again, still not rid of them and they had them more than ever, and Orkin would not come back out, this went on for 3 months until they had to pay another $2000 to another pest control company-Home Paramount to get rid of the bed bugs. They had to stay at relatives and hotels, throw away furniture, all because Orkin would not handle the bugs. Home Paramount came out until they were gone and now comes once a month to check. Orkin stated they do not have a maintenance plan. So, $5,000 later, this 87 year old couple are out. Orkin needs to give back their money. *********************** (the account was in his name)224 **************************************** Account # ******** Dates of service June 2 and June 16, 2022

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter. The local branch contacted **************** to discuss her concerns with her service and the manager agreed to refund $500.00.  If **************** has any further concerns; she may contact us at **************.

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