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 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:10/31/2022

  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.

  Sales person *********************** sold himself as the guy I can call with any of my pest needs. Anytime I have an issue **************** and he will take care of me. I was very pleased with his initial service and truly believed I would be taken care of. After signing up for rodent control, removal of birds nest in my soffit and the possible bats and squirrels in my attic from the bird entrance they came and did SOME of the job. They installed a bat and squirrel door and went in the attic quickly with a small shop vac. I was charged $1160 to remove contaminated insulation and sanitize the area and $2964 for a 1 year guarantee on the work. 2 months later I start trying to get in touch with the company because they never came back to remove the contaminated insulation, sanitize the half of the attic that was effected, seal any remaining entrances, remove bat and squirrel doors. After 2 weeks of continuously reaching out to the office, ***, the 800 number, I finally recieved a call from the office. To my surprise the call I recieved was not to resolve my issue but to collect a payment. I then explained to the office what had been going on and was told I would receive a call from the manager ****. I did receive a call from him later in the day and was told he would come up with a resolution and call me next day. After no response for a few days I started calling the office daily. I was told each time I would get a call later in the day. Finally **** calls me back weeks later and said he needs to come and inspect the work that wasn't completed. We confirmed it was not done and that I would like my money back for the insulation removal and guarantee on the work as it has not been completed and I'm unable to get in touch with anyone to finish the work let alone depend on them for their guarantee. He said I would get a response next day. It's been 2 weeks since and I've checked in with him with no resolution. He said he has tried to speak with his boss about this with no response.

  

  Business Response

  Date: 11/21/2022

  We apologize for the delay in this matter, the Branch Manager contacted ********************** to discuss his concerns and process a refund for $1,160.00. If ********************** needs further assistance he may contact us at **************.

  Customer Answer

  Date: 12/09/2022

  My case has been marked as if it's been resolved and has not. I was not expecting an email asking for an update on my satisfaction as I had made very clear to **** that I was not ok with the partial refund and expected refund for all the completed work based on my communication with him. 

   

  My original complaint explains how the business was supposed to come back and complete a job within 2-3 weeks. After this didn't happen it took over 2 months to get in contact to try and have this resolved. At this point the work was still not complete and with the lack of communication I decided I didn't trust this company to carry out the job in full and wanted a refund instead for the incomplete work.

   

  On 10/18/22 **** planned to meet with me  at my house to confirm the work was not done. He agreed the work was incomplete and told me he needed to get in touch with the regional manager to get approval for the refund and would get back to me next day.

   

  On 10/25/22 I messaged **** for an update because I hadn't heard back from him. He told me he hadn't gotten a response from his boss and would call him then to figure out a resolution.

   

  After about a week of no response I filed my bbb complaint on 10/31/22. On this complaint I stated clearly that I would like them to refund Me for the incomplete work rather than moving forward and listed the costs ***** for insulation removal and ***** for a 1 year guarantee on the work that was never completed. 

   

  Next day**  11/1/22 **** messaged and let me know my refund was approved and would be processed next day.

   

  2 weeks later** 11/15/22 I had not received a check and messaged **** for an update. He replied "it was mailed out yesterday". 

   

  __________________________________________________________________________________________________________________________

  Same day** Not long after I got his message, the office called and let me know my check for ***** was going to be mailed out. I immediately sent **** a message letting him know that was not what we had agreed upon and I also expected refund for the tax I paid on the services and reminded him of the ***** that was paid for the 1 year guarantee on the incomplete work. 

   

  Next day** 11/16/22 **** sends a message saying sorry for the confusion and he would get it resolved the next day when he's in the office. 

   

  About 2 weeks later** 11/28/22 I messaged again to ask how he made out with getting the refund taken care of and listed the total the company still needed to refund ******* to cover the remainder of what he told me was approved as well as the sales tax I paid with the company. Shortly after he called and said he was not refunding any more, he does not have time to go back and forth with me, and if I was not satisfied he would have his boss reach out to me. At this point I went to look for my complaint and realized they had responded a week earlier that they sent refund for ***** and resolved my complaint. I could not respond at this point through bbb to update them going back on their word to refund the work. 

   

  I have yet to hear from the regional manager and am not confident that I will since the case has been closed and appears resolved. 

   

  All of the messages back and forth between **** and myself are attached to this email. 

  

  Business Response

  Date: 01/09/2023

  We apologize for the delay; the branch will be issuing a refund for the exclusion portion of the service. Again, we apologize for any inconvenience in this matter. If ********************** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:10/27/2022

  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.

  *** claims that they treated my home's exterior for bugs and pest. and have billed me $102.03 I watched on my exterior cameras and the ace employee got out of the truck and put the flyer on the door and got back in his truck and sat there for 18 minutes and then drove off without preforming the treatment that they are billing me for. this happened on 12-29-2021. I made a number of attempts to inform them and on each occasion I was told someone would get back to me. this happened on more than one occasion and they have credited one of the times it happened and it wasn't until I cancelled service with them that they sent me a bill in October of 2022 wit an additional intrest charge of $14.79 *********** was not completed and do not feel I owe the charges.

  

  Business Response

  Date: 10/31/2022

  We apologize for the delay in this matter. The General Manager has reviewed the issue and removed the remaining charge as well as the finance charge.  The account now has a zero balance. We apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 11/01/2022

   
  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:10/27/2022

  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.

  I inadvertently made a payment to an account where there was not a balance due. I have been attempting to seek a refund. The company is not responding to my inquiry. They initially said I should exlect a refund. It has been at least 35 days since they have responded. I have made 4 inquiries since then. No response Account number **********

  

  Business Response

  Date: 11/02/2022

  We apologize for the delay in this matter. The Rollins ****************** contacted you to discuss the $200.00 refund that was in process. They followed up to verify that you did receive the refund check on 11/1.  Again, we apologize for the delay and inconvenience in this matter. 

  Customer Answer

  Date: 11/02/2022

   
  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:10/26/2022

  Type:Customer Service 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.

  Called H34353133363632**37H about the 24th of August for an inspection and bug treatment for roaches. H34353133363632**37H came to spray on the 29th of August. The man came into the house and sprayed behind the appliances in the kitchen but not around the walls. He then went to every room except one and stood in the doorways and sprayed. He never went into the rooms to spray around the walls. He never did inspect the house or around the outside like they are supposed to do. Never sprayed around the outside of the house. The family room he never did anything, never sprayed in the kitchen cabinets or under the sink.Now, he may say I did stuff laying around the rooms to where he couldn&#**;t spray, but I was ready and willing to move the items so he could spray like they are supposed to do but he never attempted to even try to go into the rooms. Before he came the roaches were just in the kitchen, after he came they were, are everywhere. So, I gave it a fee days to see if they did any good. About 5-6 days later, I called the office and spoke to them about my dissatisfaction in the way the man had sprayed and the manager said that they would come back to spray again. So who did they send, the same man that came the first time. This 2nd time he treated the cabinets and under the sink but again did the same way in the rooms. Stood in the doorway and sprayed, still did not spray around the outside of house.A couple days later, I again called and complained to the manager and he told me that he himself would come in a couple days to spray for me. That was 4 weeks ago. No calls, no one came, nothing. I called back and said I want a total refund because you haven&#**;t done the job right. Nothing. Still have bugs crawling on me while I sleep and watch tv.

  

  Business Response

  Date: 11/01/2022

  We apologize for the delay in this matter. The Branch Manager tried to contact ********************** and was unable to leave a voice mail due to the mailbox being full. The manager did send an email to ********************** to contact the office at ************** for assistance. The manager also processed a refund for $154.00 for the initial service initial service. Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18317388
  
  I am rejecting this response because: Orkin has said that they have sent $ 154.oo to me . As of this day 11/7/22, nothing has been deposited into my account. NOTHING has been sent to me via ***** I would and do except this amount'
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/10/2022

  We apologize for the delay with the processing of the refund check. The *************************** has cut the check and is being mailed ***** today, 11/10 for Friday delivery.  The ***** tracking number is 7704 **** ****. The amount of the check is $154.00.  Again, we apologize for the delay in this matter

  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. I will let you know when I receive it.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/24/2022

  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.

  Account #******** I ordered service from Orkin with the first service date being 8/3/2022.The first service was for a small wasp nest removal, and I was signing up for the typical interior/exterior insect control. I made it clear that the interior was the priority as the *** provides their own exterior control (however the home we are renting had cobwebs all over the exterior). Service was rendered and rendered very well by the tech. The total service charge was $349.50. The tech told me with my contract Orkin will return the following month (Sept) then every other month.Thurs 9/29/22, I received a text message from a random number that the tech was coming the next day. I asked if they could push to Monday as I was not able to be home for the appointment to let the tech in. I received no reply. At the end of 10/3 I texted again to inquire when they were coming back only to be asked "what the address?". I did not feel comfortable leaving my address with the random person that was texting me so I called corporate and asked to terminate my contract. They did not perform a service in Sept like I was told and the communication was shady and awkward and I was no longer comfortable proceeding. I was told that a manager would need to call me back. Supposedly someone called 2 days later but left no messages. Then I received an invoice for an unrequested and unannounced service. I called and asked to escalate and refund. Was told again that a manager would call... no call. I called again to escalate and spoke with someone and was told my contract was canceled and I was refunded ~$160 and was told I'd get an email confirmation. No email, no call, so I called a 4th time to escalate again. Was told a regional manager would call back and they don't provide written confirmation of contract termination or refund. Never received the call from the regional within 48hrs as promised and still no refund and confirmation of a refund or cancelled contract.

  

  Business Response

  Date: 11/01/2022

  We apologize for the delay in this matter. The branch received the refund check for ************** and was mailed the same day.  A cancellation email confirmation was also sent to ************** to confirm that the account is canceled, per his request. We apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 11/05/2022

   
  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:10/24/2022

  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 Pest Control. 08/14/2022. $932.00. Treated for termites. Promised if I paid the yearly maintenance fee that warranty would continue at no cost. REASON FOR DISPUTE: ***************** many times trying to pay my yearly maintenance fee. Logged online and bill was not posted; unable to pay. No bills received in the mail, nor follow-*** by company personnel. I mentioned to coworkers that I literally had been ghosted by Orkin. When I finally got through it was by accident with an Orkin located in Georgia. Absolutely no response from Virginia Orkin personnel. I paid yearly maintenance fee on August 23rd, 2022. Attaching copy of email dated 7/22 advising that I have not gotten my bill. Emailed 7/27 showing online account indicated no amount due. Attaching phone string of attempted contacts. Orkin returned my payment. Attaching copy of UNCASHED CHECK.

  

  Business Response

  Date: 10/28/2022

  We apologize for the delay in this matter. The Branch Manager contacted ************** to discuss her concerns and reinstated her termite coverage for the next year. We apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:10/24/2022

  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 started services with Orkin in March 2022. Because the service was not adequate, I called to cancel my plan in July 2022. The associate notified me it was a ************************************************************************************************* August 2022.On 09/16/2022, I noticed a bank draft from Orkin on 08/31/22 in the amount of $152.50 (see attachment "Orkin Bank Drafts"). I called the office and was informed that the employee I spoke to originally in July had never processed my cancellation. They apologized, cancelled my plan and initiated a refund (see attachment "Email")Before I received my refund for the $152.50 charge, I was emailed a collection letter (see attachment "Collection Letter"). This letter stated as of 09/30/22, I owed $146 for services over 90 days old and they would cancel my services. This led me to believe that the employee I contacted on 09/16/22 did not fully process my cancellation. I called the office again and was told that I had never paid for a service and it was owed, despite Orkin not drawing the funds out of my account like they did with the 08/31/22 charge. This explanation was inadequate and I requested they send me all of my invoices so that I could ensure all of my payments were accounted for and I could identify what service this collections notice was referencing and also requested a manager call. They failed to do either.In October, I received the refund check from 09/16/22 call and it was not for the full amount. The check was only for $146 (see attachment "Refund Check"). I called back and was informed an additional refund check for the difference would be sent. As of writing this, the 2nd check has yet to be received. On 10/22/22, I received the attached "Collection Letter 2", indicating the unknown balance from the previous collection letter had been escalated to a collection agency and the un-accounted for open balance could affect my credit. A timeline is also attached. Thank you.

  

  Business Response

  Date: 11/17/2022

  We apologize for the delay and inconvenience in this matter. The Branch Manager spoke with **************** and confirmed that his account has been canceled and that his balance was credited so he no longer has a balance on the account, and nothing is owed.  The Region Manager also followed up with **************** to confirm he was satisfied with the resolution. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:10/21/2022

  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.

  I enrolled with Orkin without knowing that my landlord already serviced my rental home with Orkin. Orkin NEVER informed me that the service address was already active. They happily took my money anyway. When the landlord informed me, I immediately contacted Orkin to let them know their mistake. They assured me right away that was wrong and they would issue me a refund check for the amount they had charged me. I was told to give it 2 weeks to allow time to process and mail out the refund check. After over 2 full weeks I called them. They told me they could see that the refund check was not sent out. I was told they would have the supervisor call me ASAP to get things cleared up. NOBODY EVER CALLED ME. I called back the next day and was told the refund check had been requested, but not mailed. I asked to speak to the supervisor and was told that she was not available. I asked to be called ASAP by supervisor. Still have not heard from her.

  

  Business Response

  Date: 11/03/2022

  We apologize for the delay in this matter. The Branch Manager received Ms. ******* refund check from the corporate office on October 28th and mailed it out on the same day to Ms. ************ The manager contacted Ms. ***** to let her know that check was being mailed to her on the same day. Again, we apologize for the delay in this matter. 

  Customer Answer

  Date: 11/08/2022

   
  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:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called orkin pest control in the spring of 2021 for a bee problem. The first representative that was sent to my home was great he explained that I needed new windows which I have replaced since and that he found two nests that he sprayed and got rid of. About 1 1/2 months after that visit I started seeing more bees. (At the time my son was a couple of months old)Especially in my bathroom and in my grandmothers room in the light fixture and the basement. I called to report and spoke to a woman representative who promised me a call back and there was no follow up. About a month after I called the office orkin sent a representative to my home who did not spray he just sat in the car the whole time. I called to report him and the fact that I was still having an issue with the bees. No one contacted me back. I have been spraying my own home with bug spray and ******* 10+ bees daily. On 10/19/22 I finally talked to ***** who is the branch manager and he stated that was the first time he heard of my issues. He said he would call me back but he has not. On 10/20/22 I called the office again and got no help. I was told ***** was in the field and that he would call me soon as he got in as of now I still havent had a call back or a resolution to my problem. I have not paid orkin because I still have the bee problem and the company is not doing anything to assist me like they said they would. My son is one and its unsafe for him. I am extremely dissatisfied with the actions of orkin.

  

  Business Response

  Date: 11/15/2022

  We apologize for the delay and inconvenience in this matter. The Branch Manager contacted ****************** to discuss her concerns and removed the $182 balance and rendered a service on 10/24 for yellow jackets and a follow-up service on 10/31.  If ****************** needs further assistance; she may contact the branch at **************.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of May recieved a letter they were raising their rates. I called and canceled the service. Couple weeks later they came out anyway while I was away and left a note they serviced. I called and asked why they came out since I cancelled. They said their mistake and ended the call. Next week I recieved a bill. I called got the run around, said it be fixed but kept getting bills. Couple weeks ago got a bill from a collection agency saying my credit would be ruined if I didn't pay so I paid. I know getting my money back is impossible, I just want them to quit harassing me.

  

  Business Response

  Date: 10/24/2022

  We apologize for the delay in this matter. the Region contacted the ******** to discuss their concerns. The Region let ***************** know that they have recalled the balance and processed a refund for the payment they made on 10/19.  We apologize for any inconvenience in this matter and if the Hiltons have any further concerns they may contact us at **************.