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:11/12/2022

  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 come remove a wasp nest in our chimney. On 11/11 they came and told us they do not provide that service they only spray the exterior of the property. They also informed us that the cost would be $172. We immediately called Orkin as we did not sign up for a monthly plan and they cancelled that subscription. The provider was at the property for under 15 minutes and the work order provide post service says he applied granular bait around perimeter of home and inspected for wasp nest and no nest found. Knocked down all visible spider webs. He then provided us a bill for $275 which was automatically charged to our card on file. They did not take care of the problem we called them for originally despite assurances when the appointment was made that they would and charged us far beyond what we agreed to for a service we did not want.

  

  Business Response

  Date: 11/16/2022

  We apologize for the delay in this matter. The Branch Manager contacted Mr. **** to discuss his concerns and agreed to refund $275.00 back to his credit card.  We apologize for any inconvenience in this matter. If Mr. **** needs further assistance, he may contact the branch at **************.

• Initial Complaint

  Date:11/11/2022

  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.

  As of November 10, 2022, Orkin has failed to close our account for termite & pest control services after repeated attempts to verbally close the account. Now they have allowed new homeowners to take possession of the termite bond, but refuse to remove my name and personal info from the bond. I sold the property in May 2022 hence the request to close all accounts. I understand that the bond stays with the house, but when I called the local branch to request that they remove my name and info from the **** and transfer it into the new homeowners name, I was denied. The receptionist made excuses and eventually hung up on me. I initially called to close all accounts/services in May 2022. Since then I have had to call no less than 3 times to address continued errors regarding scheduling and billing for an account that I was told had been closed. Most recently, I was mailed a bill for termite bond renewal/service in the amount of nearly $300. This bill was mailed to my new address, but in regards to the property I sold in May 2022. Now that a work order has been completed (11/10/22) for services rendered, and signed by the new homeowner, I allege that my personal credit and identification has been inappropriately used without authorization.I hereby request a written confirmation of termination of all services for the property at ****************************************************************** containing my name and personal identifying information as well as the proper transfer of the termite bond into the new homeowners name.Thank you

  

  Business Response

  Date: 11/11/2022

  We apologize for the delay and inconvenience in this matter. The *************** has researched the concern and confirmed that the account has been moved to the new homeowner and ****************** name and contact has been removed. 

  Customer Answer

  Date: 11/11/2022

   
  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:11/11/2022

  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.

  fix the problems with the bugs

  

  Business Response

  Date: 12/07/2022

  We apologize for the delay in this matter. The Region contacted the Brissons to discuss their concerns and inspected the home on 8/29. During the inspection the manager explained that the Dryzone was working properly, and the humidity level was at 47%.  ****************** stated that the dehumidifier vibrated the house and all the lights dimmed when it was running.  ****************** also stated the crawlspace stayed flooded.  The manager found no evidence of large amount of water on top of the poly. There was a small amount of dust, residue from sediment of some standing water, by the door. 
  The manager offered to install a sump pump at no cost.  In addition, have an electrician put the dehumidifier on a separate breaker.  ****************** agreed to the offer.
  The electrician wired the outlet that the dehumidifier was using to a separate breaker and the Orkin branch installed a sump pump on 10/6 at no cost to ******************
  The branch office contacted ****************** on 11/15 to discuss any further concerns and ****************** state the concerns was already turned over to the Attorney General. 
  We apologize for any inconvenience in this matter and will resolve any further concerns through the Attorney General.  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18391416
  
  I am rejecting this response because:
  the satisfaction guarantee was not honored there a still spiders under the house and the lights were more than dimming and the dehumidifier sounded like a bomb going off and the lights were flickering on off and on popping the breaker the manager said that it was supposed to be on its own breaker the barrier was extremely soaked we had multiple people come out and look at the work and told us that it wasnt done properly thy manager said that they would lay more poly down and extend the payment due to the fact that they have a satisfaction guarantee or we do not pay and they have not honored this at all we asked them to redo the pest control over and over again they also said that they would only talk to my son because i was so upset with the work that they have done there have been issues from the start i told them that the bugs come up from the vents all the time they told us that they would make sure that we were satisfied with everything but no matter what they have done it has not been right they had the wrong vents the way they explained the contract to me was going to be fixed on the same day and that they were to clean up underneath where the installation had fallen down and where there were black spots all over the wood and they told us that it was going to look brand new under there and it would stay nice  but it extremely dirty lots of spiders and spiders webs if they did what they where supposed to do we would have no problems paying them we called them over and over it took weeks for somebody to get back to us then the guy said well i got to get my other manager involved i got the run around over and over again we paid one thousand five hundred dollars upfront and we we call to talk to the finance company they told us that they only had the termite contractor on there i told them to please correct the issue and we would be glad to pay them the monthly payment but it needed to be reflected that it wasnt completed properly until were done this still has not happened 

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

  

  Business Response

  Date: 12/13/2022

  The branch office contacted ****************** on 11/15 to discuss any further concerns and ****************** state the concerns was already turned over to the Attorney General. The Branch also left a message for ****************** on 12/12 to discuss her concerns. The *************** will continue to work with ****************** on his concerns and will resolve any further concerns through the Attorney General.  

• Initial Complaint

  Date:11/09/2022

  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 was having an issue with fleas in my house. I called Orkin and asked about their service. I was told that they spray inside and outside my house, the entire floors and perimeter. I was told it would be $500 and the problem would be taken care of but that they do come a second time and I am guaranteed for 60 days. I was told that the process takes about an hour to spray inside and outside and that I would have to make arrangements to be out of the house for four hours in total. When the man arrived to spray my house he had conflicting information. I was told that they do not spray outside the house and that he would only be there for 20 minutes and not to go too far and he asked me if I wanted to cancel the appointment because I had children I replied no I planned for this and we plan to be out of the house for four hours. I have the ring doorbell which captured him entering my house and exiting my house he was in my house for a total of 15 minutes. When a few weeks past I noticed the fleas come back but Worse. I called they explained it was normal and that they should decrease. They also argued that he was there fOr over an hour regardless that I had proof that he was not. About a week later I called again because now they were in my childrens hair. I explained that I have on video that the man did not do what I paid him to do and that I wanted a manager to come for the second time. They assured me a manager would come yet the day of my appointment the same man showed up. I spoke to a manager they said no problem we will come out on Wednesday they rescheduled my appointment. Today is Wednesday they called me an hour after my appointment time to tell me that they have to reschedule again. They got their $500 and I did not receive the service that I was promised. They keep canceling on me and they do not understand that this is an issue because there is fleas in my house and I have three small children. I want a refund for my money.

  

  Business Response

  Date: 11/10/2022

  The Manager contacted **************** to apologize for the inconvenience and offered to address the pest issues.  **************** stated she already contacted another company; per ******************** request we have cancelled the account and processed the refund.  If **************** has any further concerns she may contact the local branch at **************.

  Customer Answer

  Date: 11/10/2022

   
  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:11/08/2022

  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.

  The last week of July 2022 we called HomeTeam Pest Defense to cancel their services. They had billed us for a service they did not actually perform (Ring Video showed they were not there). So, we canceled at the end of July 2022. They tried billing us again August 1st. We called AGAIN to cancel services and were informed by their team they would remove all the bills they billed us for. They ONCE AGAIN failed to process the cancellation, and again billed us for services they DID NOT perform. They are stealing and charging for services they did not provide. They just sent me a threatening letter demanding I bend to their threats, or they will damage my credit. Which is illegal. My bank is also investigating them for fraud, and I have requested they move forward with all legal action they can for fraud and theft. The company will cease and desist their threats, if it is reported to my credit they WILL financially compensate me for undue hardship and stress, and they will remove all charges they are trying to receive and zero my account out since we have called MULTIPLE times to cancel over the past 4 months.

  

  Business Response

  Date: 11/10/2022

  We apologize for the delay in this matter. The General Manager tried contacting Mr. *********** to discuss his concerns and left a voice mail stating that the account had been cancelled as of 11/9 and stopped the collection efforts.  Their new balance is zero.
  He also made them aware that their home is currently under warranty for subterranean termites by the builder.  The manager asked that they please give us a call to let us know if this is something they wish to continue and that their contact person would be our Office Manager *****************************.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18377622
  
  I am rejecting this response because: *********** lied in their email to BBB and voicemail. They said they took care of the false charges instead they sold the false charges that shouldn't exist to A.R.M. Solutions as an u paid debt even though I do NOT owe this money. They have falsified a sale of a debt and hindered my abd my wife's credit creat8ng undue hardship and financial stress that hurts our ability to provide for our family. I am requir9ng the company contact A.R.M Solutions effective immediately and put in writ8ng that is a false bill and I owe nothing! If not I will be taking legal action for personal injury against HomTean Pest Defense. The ONLY thing they are required to provide from this point forward is my termite warranty that I paid for up front when I bought the house. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/21/2022

  We apologize for the delay in this matter. The *************** researched the account and adjusted the *** to say that the fee was created in error and has been removed. HomeTeam does not report to credit agencies, nor do they collect or have social security numbers. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:11/08/2022

  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.

  In 10/2021 Orkin found termite damage to my house. On 8/17/2022 (10 months later), repairs started and as of 10/27/2022, the repairs are finally completed. The damage was more than Orkin originally thought. Orkin sourced ******************* to do the repairs. During the repairs, ******************* found additional damage which required them to remove structure down to the ground from our half bath, laundry room and kitchen. Even our bottom kitchen cabinets had to be removed and they proceeded to repair all damages. The repairs were finally completed and now Orkin is stalling on paying the final bill to *******************. Not to mention that during this past year, it was very difficult to get anyone from Orkin to return my calls. After getting Orkin's Regional manager involved, they finally agreed to re-treat the house to prevent future termite damage. Orkin's customer service is worthless. The contract for the repairs was between Orkin and ******************* and now threats are being made by ******************* to Orkin, stating that if Orkin does not pay then ******************* will take a lean out on my property. Orkin has serviced this residence since it was built in **** without a lapse of the yearly fees which guarantees to warranty any damage discovered due to termites. I have been dealing with this for a year and I'm tired of big business not honoring their word. All I want is for Orkin to pay ******************* for the work they've done and to reimburse me for the replacement cabinets that I've paid for out of my pocket so we could have a functional kitchen again. What good is it to pay for a warranty when they don't honor it. Now Orkin wants to play stall tactics instead of doing the right thing. If Orkin had been doing their yearly inspections properly, the damage wouldn't have been so extensive.

  

  Business Response

  Date: 11/10/2022

  We apologize for the experience ****************** has received with Orkin, we strive for exceptional service, and it looks like we fell short.  The Region has contacted ************ to discuss their concerns and the cash settlement release form for the cabinets has been sent to ************.  ******************* has returned their final documents to Orkin and have been sent to Rollins ***************** for final processing.  The Region will continue to resolve and follow-up with ***********'s claim.

• Initial Complaint

  Date:11/07/2022

  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 quarterly maintenance contract. I had a mouse issue in my house. I filed a service call twice with the main number and they said it takes ***** hours to get back to me. I also filed a service call online as well. Also left a voice mail for the local branch in *************. No one ever returned my calls or serviced the issue.I am on a contract that would of covered the mouse issue...

  

  Business Response

  Date: 11/09/2022

  We apologize for the delay in this matter. The Region spoke with ********************** to discuss his concerns and agreed to remove the balance from the August ******* as well as cancel the account per his request. We apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:11/04/2022

  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.

  On April 6, I paid for the entire year of pest service and I paid $400.50. I cancelled the service on August 7 because I was told that I needed to have an outside pest company as well. Since I found a company that would treat inside and outside for the same price, I hired the new company. I was told it would take a few weeks to receive my refund for the portion not used.In October, I finally received a check dated October 13, 2022 in the amount of $153.50. The check was deposited in my checking account on October 27, 2022. On November 1, 2022, my bank account was charged for the check plus an $8.00 service fee. According to my bank, the company stopped payment on this check even though this money is owed to me.Since I have not been refunded for the service not used, the company now owes me $153.50 plus the $8.00 service fee caused by the stop payment.

  

  Business Response

  Date: 11/23/2022

  We apologize for the inconvenience in this matter. The manager researched the account, and the fee was created in error and has been removed from the account. Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  Date:11/02/2022

  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 paid for pest control from Orkin and received a visit in September from a techician. I paid $400 and this included 2 folloow **** However; it's already Novemner and Orkin has repetedly failed to come back to my place. They just told me today that the technicain that was in charge of my account quite and that there's nothing that they can do. The are refusing to come to my place since they don't have staff and are not giving me definite answer for a full refund.I still have a rodent problem and this is causing a financial problem for me since my tenant will be leaving my place due to the inaction from the pest control company.

  

  Business Response

  Date: 11/04/2022

  We apologize for the inconvenience in this matter. The manager contacted Mr. ****** to discuss his concerns and keep him as a valued customer.  The manager has refunded all money paid and offered to send a technician out resolve the issue. Unfortunately, Mr. ****** refused the service. In the future if Mr. ****** 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:11/01/2022

  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.

  The ******* Orkin site wants to charge me for cancelling scheduled service this morning, but I will not pay on grounds of poor service. The technicians were scheduled and confirmed for a 10 am - 12 noon arrival time at my home today, but showed up an hour early, at 9 am, without prior notice. I checked and saw the technicians on the front steps through a window. We're retired - I was just out of bed getting ready and dressed for the 10 am - 12 noon window when I heard the doorbell ringing and ringing and ringing at 9 am. The technicians were so impatient that they just rang and rang without waiting for anyone to answer.When I called through the window, a technician said: "We're a little early." When I told him he was an hour early and would need to wait until I got dressed, he just shrugged and said he needed to begin work. When I told him I was not yet dressed, he just shrugged again. My husband had to get up and talk to him. They may have thought they could inspect the outside of the property without my presence, but property lines are not clear here, and we just put in a new lawn. They needed to wait until I could show them what to do.I called the home office to complain that coming an hour early without notice is as obnoxious as coming an hour late without notice, and that the technicians were uncooperative. This is bad service.I cancelled the service altogether, told the home office to let their employees know not to come back, and I refused to pay for the visit. If the technicians won't cooperate on an arrival time and will not cooperate when the customer states that she needs to get dressed before they begin work, then this is bad service, and it's not likely that they'll cooperate with any special needs or circumstances when onsite and working.I don't want them back and will not pay for bad service.Thanks.************************* *********************************************************

  

  Business Response

  Date: 11/02/2022

  We apologize for the delay in this matter. Ms. ****** account has been canceled and there was no charge on the account for todays visit.  **************** has also been removed from the call/mailing list and should not receive any notifications moving forward.  If ************** needs further assistance, she may contact us at **************.