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:11/23/2022

  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.

  I moved from my previous location of *********************************************************************** last year. I informed Home Team of the move and requested a transfer of address to my new address prior to the move. Home team than serviced the address where I moved from twice and charged my credit card a total of $244.00. I am due a refund. Thank you for your assistance. Best regards,************* ************

  

  Business Response

  Date: 11/30/2022

  We apologize for the delay. The office manager contacted Mr.**** and confirmed the address which he said was correct. The manager apologized that he never received the check and that they will have the check re-issued and mailed out to him. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:11/21/2022

  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 contacted Orkin for pest control. The representative that was sent out didn't do what the video said that he would. I paid $82 for that visit on March 21, 2022. When I set up the contract I said inside only. After the first visit I received an email telling me that an appointment was scheduled for me. I called and told them I would be at work and reschedule and requested them not to schedule appointments for me that I would schedule my own. I also explained that the representative didn't do what the video said he would for pest control. I was sent a bill for the appointment that they scheduled and I was at work so I have no proof they were by my house. I called and complained and explained that my request was for the inside and not outside and I had no proof that their representative came to my house. They said they would reschedule for him to come on the inside. On 8-20-22 the representative came and my husband paid him cash. On 10-7-22 someone came a put a bag of $1 traps on my door and put a note inside saying he was there. He then began to call and harass me for money. I told him that I am not paying him for me to do work. I was threatening about collections. I explained that I didn't sign up for outside only inside and was not paying because I didn't make that appointment and other than the bag had no proof of his work. On 11-15-22 I talked to ******************************* and explained everything. He made an appointment to come on 11-21-22 from *****. He never showed. I received a call at 12:42pm from a ************************* stating he would be there in 5 minutes. He then asked if I was making a payment cause he couldn't come if I wasn't making a payment. I explained that I don't get paid til Friday and he rescheduled for 11-25-22 from *****. I received two bills from Orkin today 11-21-22. One says I owe $82 for August and $82 for October and the other one states both of these and adds December. Please assist me with this matter.

  

  Business Response

  Date: 12/13/2022

  We apologize for the delay in this matter. The manager contacted ****************** to discuss her past due invoice and services rendered.  The branch tried to schedule a callback for an inside service and collect past due amount, but ****************** needed to reschedule.  The branch has removed the $164.00 and cancelled the account.  We apologize for any inconvenience and if ****************** has any further concerns, she may contact the branch at **************.

• Initial Complaint

  Date:11/18/2022

  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.

  Orkin can out twice to service the house I called to get them to come out again quickly as still a big issue with bug control they never showed up when I was to see them the following morning of the phone call They say they will refund your money if you are not satisfied which I was not to date they have charged me $210 for the first visit and $47 on the next visit I canceled the service and want my money back!!!!!!!

  

  Business Response

  Date: 11/21/2022

  We apologize for the delay and inconvenience in this matter. The local branch contacted ****************** to discuss his concerns and agreed to the refund ****************** requested. The account has also been canceled per ********************************* request. 

• Initial Complaint

  Date:11/17/2022

  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 the annual pest control plan ($700+) with Orkin back in July 2022. Weve contacted them numerous times this week to report rodents in our attic but keep being told that someone will reach out. In the very least we should get a call back from the technician giving us an approximate timeline. After paying so much money for this service we are very disappointed.

  

  Business Response

  Date: 11/21/2022

  We apologize for the delay in this matter. The local branch contacted ****************** to discuss their concerns and rendered a follow-up service on 11/18.  The technician performed an additional follow up service today, 11/21. He spoke with ****************** about the service and no mice were captured.  We apologize for any inconvenience and will continue to resolve any of the ********* pest issues that arise. 

• Initial Complaint

  Date:11/16/2022

  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.

  January 2021 signed contract with Orkin to remove bats from rental property. I was required to give them a cc so they could charge as the job was completed. They charged in full but never completed the job. ****************, our property manager, was having difficulty getting ahold of Orkin branch so I took over fall of 2021. Orkin avoided calls, missed scheduled appointments, would not return messages, pointed fingers at each other shifting responsibility until finally a tech showed up September 22, 2022 (!) to inspect to see if bats were gone. The house still has bats, but the Orkin tech informed us that we were outside the warranty and they would not be coming back. I had to hire another company to remove bats and an exterminator to deal with the bat bugs we have now because of the lingering bats. Ive lost 3 months of rental income and paid an electrical contractor $3600 to deal with electrical in the attic for the required bat removal in the attic per Orkin.

  

  Business Response

  Date: 12/08/2022

  We apologize for the delay in this matter. The local branch has contacted ******************** and tried to discuss and resolve her concerns. Orkin has offered ******************** a refund of $1700.00 for the loss of rent at the property due to the exclusion work. The branch and region have also tried contacting rod@lakeiowarealty to inform him that squirrels or some large animal is destroying our work (why there is a continued bat issue).  The branch has not heard back from him to get into property. The branch let ******************** know that we could supply her the photos to show the damage, but she has declined.  We apologize for any inconvenience in this matter and would like to further resolve her concerns. ******************** may contact the local branch at **************.

  Customer Answer

  Date: 12/09/2022

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

  Customer Answer

  Date: 02/08/2023

  Im confused as to why I havent any contact from Orkin after I agreed to the resolution in an email. 

  

  Business Response

  Date: 02/23/2023

  We apologize for the delay in this matter. The local branch contacted ******************** to confirm the address and processed the refund on 2/13.  Again, we apologize for the delay in this matter.  If ******************** has any further questions or concerns, she may contact us at **************.

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 3, 2022, We called for service from Orkin Pest Control. The service was ineffective and served no benefit in handling our issue. At the time of service, the charge was $389.52. We specifically told the service provider that we did NOT want recurring service charge and to only pay at the time of service as needed if and when they came again for another service. He told us no problem, we wouldn't need to pay unless they came, and we could cancel anytime. We've communicated over and over, the desire to cancel. Now, after that, I see an additional $56.59 on my card. There has not even been any further service rendered. . . just a charge on our card for nothing. . . on top of the $389 we paid earlier. We paid $389 for service that had no impact at all, and now are being charged $56 for literally nothing. We desire the company to refund payment and stop the charges immediately. *****************************

  

  Business Response

  Date: 11/28/2022

  We apologize for the delay in this matter. The branch emailed ********************** with confirmation that his credit card was refunded for $389.52 and $56.59.  The account was also cancelled.  The manager did try to contact ********************** via phone but was not able to reach him and was unable to leave a voicemail, the automatic messaging service stated the service had not been set up.  Again, we apologize for any inconvenience in this matter and if ********************** has any further concerns, he may contact the branch at **************.

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:

  We find this resolution more than satisfactory   We originally asked for the 56 dollar charge to be removed and to be cancelled from recurring charges. The refunding of the original 384 fee was going above and beyond.  My gratitude for making it right and more. I wish this kind of customer service were the case right from the outset  
  

  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:11/15/2022

  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.

  Good morning,I am writing as a very unhappy customer who utilized ******************** for two separate occasions on a new home over Summer 2022, I have always used Orkin in other homes, but my new home had signs of rodents and bees that I wanted taken care of.The first issue was with the bees building a nest in my eave. The local office had to come out multiple times to take care of the issue. Okay fine. The rodent issue on the other hand was not handled correctly. The rodent had chewed out the filler Orkin used, I called local and 800 number several times on this issue and no one was sent out, the local office called me weeks later, AFTER, I had to spend $100 at ********** and repair the holes myself. The Regional Manager did call me after multiple requests were made by myself, and he was not willing to provide any discount and didnt seemed very alarmed or concerned with my situation. As I have stated I have used Orkin for very many years and never had an issue, but I was charged over $300 for this service and I am hoping corporate will make things right and appreciate customer loyalty.Thank you

  

  Business Response

  Date: 12/08/2022

  We apologize for the delay in this matter. The Region contacted ******************** to discuss his concerns and confirmed that the branch had issued a refund for $324.00. The payment was mailed on November 25th. If ******************** needs further assistance, he may contact the branch at **************

  Customer Answer

  Date: 12/08/2022

   
  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:11/15/2022

  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.

  We operate an ******** regulated facility that requires regular extermination services by licensed providers. During our yearly inspection we were asked for a copy of the license. We reached out to our provider via phone and email for over a week with no response. We then scheduled an additional visit by the Technician in hopes of asking in person for the license. it was discovered at that time that the Technician from the local Orkin has a license that expired in 2020. We are now in danger of failing our inspection. No responses have been received from the Management of the local Orkin and no licenses have been received. We have cancelled our Services by calling ************, speaking to ******. She advised we are not in contract but still have to provide a 60 days notice and will incur charges during that time. This is unacceptable since we can not allow a person on in our facility that we know does not have a valid license. At this point we would are requesting a full refund for services provided since the expiration of the license in 2020. This is amount is approximately $5,640.

  

  Business Response

  Date: 12/14/2022

  We apologize for the delay in this matter. Management has contacted the customer to discuss their concerns and are working with the state to gain additional information.  We will continue to work with the customer to resolve their concerns and await information from the state.  

  Customer Answer

  Date: 12/14/2022

  ************************* phone to follow up on the fact that they have reached out to the ***** regulating department in regards to the Technician's expired license.

  While we are empathetic with the steps they are having to take to retrieve the proper documentation, we also have a business to run that is required to meet strict regulations.

  We have to have proof that the person that provided the services at out location was licensed properly.

  As I shared with ************************* when we spoke, we received the email stating the **************** of *********** Director they reached out to would be out of the office until December 1, 2022. 

  It is now December 14 and we do not have a copy of any documentation stating the license was current when the service was provided.

  If the license was valid and recognized by TDA, please provide proof to Culligan Water Conditioning of West Texas, Inc.

  If no proof can be provided, we respectfully request a refund due to Orkin and their previous management allowing a non-compliant representative to perform a license required task at our facility.

  

  Business Response

  Date: 01/10/2023

  We apologize for the delay in this matter. The local branch was able to connect with the state and verified that the license had expired and there was a time lapse with the new license.  The Region is processing the refund to the customer.  We apologize for the delay and inconvenience in this matter. 

  Customer Answer

  Date: 01/11/2023

  *********************** reached out and advised the *************** is working on teh refund. Once the refund is received, ******** will mark the response as complete and favorable. Thank you for your attention to this situation. Have a great day. ***********************

• Initial Complaint

  Date:11/15/2022

  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.

  During visit with Inspector A.V. on 9/9/22, I asked if Orkin could put something underneath the bottom of my siding to keep mice out of my home. AV said Orkin Shield could be installed for $2000. When I remarked that maybe I could just put steel wool underneath my siding instead, AV failed to inform me that a purpose of Orkin Shield was to hold steel wool underneath my siding. Not knowing this, I signed a finance agreement for $3452.00 to have Orkin Shield installed & screens installed on my roof vents. 9/20/22 Orkin installed Orkin Shield incorrectly, causing surface damage to my foundation. 9/21/22 they removed Orkin Shield & agreed to patch damaged spots. 9/22/22 Orkin returned to properly reinstall the Orkin Shield without first repairing the damage. I had to leave before Orkin completed the job. Before leaving, I asked the Service Mgr. if he needed anything from me. He asked me to sign something without fully advising me of what I was signing. I was in a hurry, so I signed something on his computer tablet without reading it. Orkin was gone when I returned home. 9/22/22 I was emailed a copy of a work report that did not contain my signature. I subsequently made numerous requests for a copy of the document I signed. Despite AV saying Orkin would do so, I have not yet received it. 10/24/22 I requested, through AV, to have the Branch Manager contact me to discuss my customer experience. AV also said ******************** would hire a ***** to repair my foundation and the Branch Mgr. will call me when they have a date for a ***** to come to my house. I wasn't allowed to have any say in the ***** they choose or when the repairs will be done. I cancelled installation of roof vent screens based on their subpar work around my foundation. 10/24/22 AV said a partial credit would be issued for services not rendered, but they wouldn't honor the 1-year warranty on the work done. 11/15/22 called Rollins finance and told Orkin has not requested a credit to my account.

  

  Business Response

  Date: 11/17/2022

  We apologize for the delay in this matter, the Region Manager contacted **************** to discuss her concerns. The manager agreed to remove ******** of the financing and collected the $1452.00 remaining. We apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 11/17/2022

   
  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:11/14/2022

  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.

  Hello, I've been waiting on a follow up call from the claims department but it seems my request has fallen through the cracks once again. I've also reached out to **** multiple times but he has failed to respond as well. My floors and furniture in my home are completely destroyed and there's a lingering foul odor. My family has been staying in a hotel since the interior service was completed. The smell is unbearable and I'm concerned for the safety and well-being of my family. I've attached screenshots of the messages I've sent **** directly and a short video detailing the damage to my home.

  

  Business Response

  Date: 11/21/2022

  We apologize for the delay in this matter. The local branch has contacted the claims department to expedite ************** claim.  Again, we apologize for the delay and will continue to resolve ************** concerns