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

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  
• 

  Orkin

  6232 Huntley Rd Columbus, OH 43229-1006

  

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

• Initial Complaint

  Date:12/06/2022

  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.

  July 2021 -July 2022 I entered a contract with Orkins ************ ** branch for a year to resolve a bed bug infestation at my elderly parents home. I was required to give my credit card information until my fathers 5,300.00$ check cleared. The check cleared and they was paid in full. My complaint is that they have since charged my credit card 2 times within that year contract and 2 times after without my consent and I did not agree to continue the service after the year was up. I have called the local ************ ** branch many times to no avail. I have called the main branch in ******* ** multiple times and they were to escalate the matter twice. No one has ever called me back. It has been well over a month since I first caught what they had done. Charging my credit card 636.00$. AFTER they were paid in FULL 5,300.00$! Orkin has taken advantage of me and my elderly parents. I suppose hoping I will just give up and stop calling. I can not afford this charge to my credit card. Neither can my elderly father who already paid an OUTRAGEOUS amount in full to begin with. Please help resolve this issue!

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter.  The branch contacted ************ to discuss her concerns and explained that they would be refunding the money on the last 4 invoices due to a discrepancy on there end with the initial agreement. If ************ has any further concerns; she may contact us at **************.

• Initial Complaint

  Date:12/06/2022

  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.

  Orkin came out to service my property back in September. Specifically, *******, did an evaluation on my home which I now believe to be fraudulent. Meaning there were never any mice/rats in my attic. He planted rat excrement there/ it was staged to scare me into purchasing service. He said he would email me documentation of the services I received the next business day. 2 months in, Ive never received any emailed documentation from the company. Fast forward to the end of October I received a bill from the Rollins company stating I owed over $1,600.00 which was not the price I was initially quoted. And I would have to pay almost $154 dollars a month. I was told by ******* that my bill would be $85 a month for 16 months. Ive called the company several times. The final and most recent conversation was this past week on Wednesday/Thursday when I spoke with ****. He assured me a man named *** would email me by the end of the business day AND call but neither of these things happened. As you can see, ** completing this form a week after telling ********** would do so if no one reached out. I truly believe the company is scamming me and I dont appreciate it. Theyve made NO ATTEMPT to reach a resolve with me whatsoever. Therefore Im seeking for this bill to be dropped completely based on the initial lies by ******* representing this company AND the no follow up because the company could care less about how this will effect my credit. You cant tell a customer you care and want to help when you dont rectify a situation. Charging me almost twice as much monthly than I was quoted AND not fixing the issue or contacting me although Ive called weekly for 2 months. This is a poor company trying to extort money from customers and its just not honorable/legal. The first bill is due on 12/28. Again, Ive been reaching out since receiving the bill from Rollins in October. Reaching out to them has been pointless which is why Im filing this complaint with BBB.

  

  Business Response

  Date: 12/12/2022

  We apologize for the delay in this matter. The manager spoke with ******************* and she stated that someone from Rollins reached out to her to let her know that her balance was zero and she would not be billed for any services from Orkin. The manager apologized to her for any miscommunication and misunderstanding about the payment plan she selected and explained our service process from the inspection to the service, scope of work and payment options. If ****************** needs any further assistance, she may contact the branch at **************.

  Customer Answer

  Date: 12/12/2022

   
  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:12/05/2022

  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.

  My wife contacted Orkin because she was hearing noises at night she assumed were in the attic. Orkin came out and went in the attic and told us we had a mice infestation and the only way to get rid of them was to remove all the insulation, santize the attic and install their insulation that was mouse proof. We were also told they were entering the house through the "builders gap" and we needed gutter guards that closed that gap. The Orkin rep was asked numerous times about any pesticide use or smells as my wife has health issues which these things can affect her health. We were assured there were none and Orkin proceeded. After the work was perform the noises continued and a Orkin rep came out numerous times and set out traps in the attic. First red flag, why didnt they do that at the onset as they made us believe there were so many. My wife started having more migrane headaches and we had a new different smell in the house especially in the afternoon. Finding out a few months later it was related to the insulation. We demanded that the insulation be removed. In requesting the documentation on the insulation it was found it contained pesticide and also documentation was to provided to the consumer which it was not until months later after making the request. We also found that the santizing of the attic was never performed,not all of the orginal insulation was removed and simply sprayed over. They removed their insulation, however left the insulation they sprayed over the top of the existing. As we looked futher I found that the gutter guards that were installed to close the "builders gap" actually only covered the gutter itself and was a cheaper product than what I was shown, which made to close the "builders gap" would be installed. We had a company come out and remove the reamaining insulation and install normal blow in insulation normally used in a house. The smells went away and my wife's health got better. Orkin misreprented their service and products.

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter, the *************** and **************** are working diligently with ****************** on a resolution .

  Customer Answer

  Date: 01/05/2023

  Received response and resolution is not acceptable at this time.

  

  Business Response

  Date: 01/10/2023

  The Rollins **************** has mailed the settlement paperwork to *******************  ****************** can respond back to the provided settlement information.  Thank you for your patience in this matter.

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18529049
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/16/2023

  The Rollins **************** has mailed the settlement paperwork to *******************  Once she has received, she may respond back to the provided settlement information.  Thank you for your patience in this matter.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18529049
  
  I am rejecting this response because at the time the settlement offered does not meet th requirements of the sttlement demand as stated in the orginal letter and we are expecing futher correspondence with the proper settlement to resolve this matter.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/24/2023

  We apologize for the delay. Rollins Legal team is in the process of working with the Orkin Division to resolve the concern. 

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response okay as of this date although the requested time requirement has not been met.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a satisfied H34353133363632**37H customer of about thirty years and have held an H34353133363632**37H insurance policy for that time. It is a requirement of the policy to have an annual inspection of the premises done by an H34353133363632**37H inspector, and this has been done. This year, however, I cannot seem to get the inspector to come to my residence.I wrote in October informing the H34353133363632**37H office that I would be home on October *****, or if these times are inconvenient, to please write a letter and tell me when they would be here. Neither inspector nor letter arrived. Then I wrote a second time to their ******************* office suggesting Nov. 9, 10, and 11, as I would be home. Again, no response.Last week, I went to my local ************************* an explained my problem. They called H34353133363632**37H and set up an appointment for Nov. 22 between 12:00 noon and 2:00 pm. No inspector. I returned to Allstate and they re-scheduled for Nov. 25 between noon and 2pm. Again, no inspector.I have talked to the building inspector&#**;s office at ****************************** and they suggested contacting your office. Could you please look into this? I would like it if you could arrange an appointment for me. I can be home at any specified time. As I do no have a telephone, would you please sent a letter and let me know what has been arranged.

  

  Business Response

  Date: 01/04/2023

  We apologize for the delay in this matter. Orkin is going by ****************** home on 1/5/23 between 8:00 am and 12:00 pm to try and perform the inspection.  If the ************** is not home, they will leave a note asking for her to inform the branch of her availability and they will return to complete the inspection.  Since ************** does not have a phone to contact her the branch has also mailed an apology letter for missing the inspection.  We will continue to follow up to ensure ************** has received her inspection.  Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  Date:12/01/2022

  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.

  on 08/19/2022 this company was called to help us remove a racoon that was in between the floors in my house, after talking to the person that came in he told us that in approximately 4 days they will be able to remove the racoon, which it was not the case, they will not come on the weekend and the product that they were spraying was not scaring the racoon, I told them several times that tI could hear the racoon moving even deeper into the house and they were not able to do anything to remove it, they will not use cameras, or anything other than spraying something that did nothing to it, finally my husband and I took matters to our own hands and we purchased paper spray and raid, we installed cameras to monitor the racoons, and we spend over a weekend trying to remove it, finally the racoon left due to the amount of things that we (my husband and I ) put after that they come and installed a one way trap that did nothing to remove the raccoon since the raccoon was out before they came back. I also had to pay another person to come and remove one of the babies racoon that had died, they never seal the hole properly I had to actually pay money to have that done. In order words they were not able to complete the job accordingly and now Thye are billing me for something that they didn't complete and a job that was never done

  

  Business Response

  Date: 12/20/2022

  We apologize for the delay in this matter.  ****************** hired Critter Control to seal up her home and remove animals. On 8/19/2022 Critter Control finished the seal-up, installed a one-way device (if babies are present in the attic,Critter Control prefers to trap on the outside only) that allowed the animal to exit only and prevent re-entry, and started a trapping session from 8/19/2022 to 9/2/2022. During the trapping session, a Critter Control representative visited Logarzos property nine (9) times to ********** and remove trapped animals. Critter Control completed all work as agreed. From 9/2/2022 to 9//19/022 no contact, concerns, or questions surfaced. Critter Control has attempted to collect the payment, but in good faith has decided against charging the customer. We apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18489532
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/23/2022

  Thank you for your feedback. We would like to escalate your rejection of Orkin's response. Can you please let us know your concerns? The rejection from the BBB did not state a reason. 

• Initial Complaint

  Date:11/30/2022

  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.

  Beginning in July of 2022, I sought the services of Orkin in order to rid my home of bed bugs. After 6 home visits, I still have a problem. I was given mattress covers that did not fit, and, after throwing away 2 complete sets of bedding, and replacing with new, the new bedding was damaged by pests which had not been eliminated. I was promised additional covers which would fit, but they were never delivered. Live pests continued and even increased in number, even after additional treatments.I am still unable to sleep in my master bedroom, because of continued presence of pests. I gave live proof of pests to representatives of the company, on more than one occasion. No offer was ever made to give me at least a partial refund, even after the Branch Manager offered constant apologies for ineffectiveness of treatment methods. The company then performed additional treatments and charged me, despite the fact that those treatments and all prior treatments did not work. Finally, one of the mattress covers I was given changed the size of my mattress, since it was too small. Although the Branch Manager sent my complaints to his superiors, no one else ever responded to the issues I raised. I have paid over $1,300.00 for treatments, and ruined $274.77 in new bedding, since the pests remained.

  

  Business Response

  Date: 12/08/2022

  The Region contacted ************** to discuss his concerns and per ****************** request Orkin refunded ************** $1000.00. We apologize for any inconvenience in this matter and if ************** has any further concerns; he may contact the Region at ************.

  Customer Answer

  Date: 12/12/2022

   
  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:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Orkin pest control of ************ to remedy a mole/gopher issue in my garden. After 7 months of monthly appointments, there is no improvement, and I actually lost almost every plant in that garden. When I called to cancel, I was told that I am required to continue to pay for 12 months. I feel scammed and very upset that I have been paying and am required to continue to pay for a service that is doing absolutely nothing. Please help me rectify this.Thank you

  

  Business Response

  Date: 12/05/2022

  We apologize for the delay in this matter. The service manager contacted the ****************** to discuss her concerns and apologized for the inconvenience in the matter. Per the ********************** request, the account has been canceled and emailed her confirmation of the cancelation.

• Initial Complaint

  Date:11/29/2022

  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.

  Called Orkin on October 14, 2022 spoke with *******, he told me that they could get rid of my problem with Palmetto Bugs. He said that they would come ever other month but if I were to see any bugs that they would come out free of charge. The agreement was the 1st payment of $201.00 was to be paid after the tech came & sprayed the house& the outside. Then they would come again 2 months later& that would be covered under the $201.00 that was paid when the tech left on October 22. On & about Nov. 8 I had to call Orkin back because I was seeing Palmetto bugs once again, not 1, 2 but 4 & 5. I spoke with ************** said "well your regular visit is on Nov. 23, 2022, but I guess you don't want to wait until then?" I replied absolutely not, I want these bugs gone. ******** scheduled me for a re-do visit on November 12 between the hours of 8am & 10am. The morning of Nov. 11 I called back the Orkin office to speak with ******** & make sure that I wouldn't be charged for this visit since it was a re-do visit, she told me that I would not be charged. At that point I told her that I would rather not be on their easypay because I live pay check to pay check & that I would rather pay when they finished spraying my home, ******** said that was fine, I also asked her if indeed my $201.00 dollar pament that was made on October 22, ***** was going to cover the visit after the re-do visit, she said YES. WE made my next appointment for Nov. 28, between the hours of 4pm to 6pm. The Orkin teck. ***** showed up at 3:30 which was no problem at all, he did his job & did it well. He left at about 4pm, never gave me reciept. On the morning of Nov.29 my Bank acct. was charged $94.00. I called Orkin & spoke to ********* asked why was I charged she said the tech didnt know what he was doing. I said well I want my money back& she siad we will give you $47 because you went off autopay. I was never told that if I went off autopay I would have to pay 94 instead of 47.they are making me pay 1st.

  

  Business Response

  Date: 12/02/2022

  We apologize for the delay in this matter. Management contacted ****************** to discuss her concerns and resolve any issues. Management is refunding $94.00 and has cancelled the account per ********************** request.  In the further if ****************** ever has a need, we are hopeful she will give us another chance to prove our commitment in providing exception pest control service. Please contact us at ************.

  Customer Answer

  Date: 12/02/2022

  I would rather wait to make sure that I am indeed going to get the refund of $94.00. 

  Sincerely,

  *****************************

• Initial Complaint

  Date:11/23/2022

  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 been charged incorrectly multiple times for service that is to be complimentary. I was told by Manager of the ************ ******** branch that I would be reimbursed and my next service would be free. I have not been reimbursed for service that did not take place and actually got charged again for the service days later. I expressed I want to cancel all services. The customer service at this branch is terrible.

  

  Business Response

  Date: 11/30/2022

  We apologize for the delay in this matter, the Division researched the account and verified that the refund was processed. If **************** need further assistance, she may contact the local branch at **************. Again, we apologize for the delay in this matter. 

• Initial Complaint

  Date:11/23/2022

  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 just bought my home in 2019. Since then, I had the occasional mouse show up here and there but this past April I discovered that I had an infestation of mice at my home. My few mice here and there turned into several a week. I called Orkin because I am extremely afraid of the mice and just wanted a resolution to the problem. They suggested that I purchase their Orkin Shield that would close up any areas that would of access to the mice. At that time, I even paid to have my attic reinsulated and sanitized as a part of this process. This process cost me a total of $8,738.00 which is a lot of money for me and forcing me to refinance my house and I am still being terrorized by the mice. I have called them several times to come out and take care of the problem. Apparently there is a place that they are able to enter. When I call, all they do is come out and set traps which I could do myself. Their slogan is "We're not happy until you're happy." I can honestly say that I am not happy and am scared to live in my own house. It has been several months now and I just want them to complete the job that they were paid to do and that is to get rid of the mice by making sure that all gaps and cracks are sealed

  

  Business Response

  Date: 12/02/2022

  We apologize for the delay in this matter.  The Branch Manager and Service Manager inspected the exclusion as well as the snap traps and exterior stations on Nov. 28th. The exterior stations had only about 5% activity and the other had none.

  The Service Manager was able to contact ************** later that day and ************** let the manager know that they had only caught a couple of mice but for the money they spent they should never see mice in the home again. The manager explained that we do not eradicate the rodents but that we significantly reduce the numbers and that along with the regular pc service we would be able to get very good results.
  The manager also pointed out that there may be entry points that we cannot see under the very shallow deck (6-8 inches). ************** requested that Orkin to pull up the deck boards and take care of it.
  
  The manager agreed to pull the deck boards for ************** in an attempt to leave no stone unturned. They also agreed to provide 6 months of Pest Control Service for the home to show ************** the value of having the regular Pest Control Service coupled with the exclusion.
  
  ************** has agreed for Orkin to reach out to her next week to schedule a visit in order to pull the deck boards and agreed to clear the crawlspace entry point.

  We will continue to work with ************** to resolve her pest issues and if any further issues arise, she may contact us at **************.