Important information
- Customer Complaint:Advanced Pest Control located at 3945 - B Greenbriar Drive, Stafford, TX 77477 is a wholly owned subsidiary of Rollins, Inc. All complaints for this location are handled by the parent company. For information on Rollins, Inc. complaint handling history and rating, please click the following link:
Rollins, Inc. Report
Complaints
This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,019 total complaints in the last 3 years.
- 347 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/08/2022
Type: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.
My husband and I ordered the pest control and insulation packages from orkin. ****, our sales person set us up on an appointment Wednesday Oct 3, 2022. I sent a tuesday Oct saying that we may needed to change the appointment, because it seemed a bit soon. We thought It would work out better to do it after my surgery. **** was insisted and said the appointment would not take long. Two people came in a rented truck, and it's true.. it did not take long. We discovered shortly after that the pest control portion was not properly completed. We discovered yesterday that the insulation treatment for brown recluse spiders was coming through the vent above the stove, onto the stove, counters and floor. We've called repeatedly, leaving messages because this had caused us a major headache. I am a disabled veteran, with surgery scheduled in 3 days and I'm really frustrated. We want the mess cleaned up, and we want the contract canceled.
Business Response
Date: 10/28/2022
We apologize for the delay in this matter. The Branch Manager contacted ************** to discuss and resolve her concern on previously rendered services. Again, we apologize for any inconvenience in this matter. And if ************** has any further concerns, she may contact us at **************.Initial Complaint
Date:10/07/2022
Type: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.
SEP 2021 we had scheduled Orkin to come out to do a heat treatment for bedbugs. We had a follow up scheduled which took over a month Oct 2021 and they confirmed no more bed bugs. We paid ***** for the heat treatment and spray through out the house. Less than 2 months later we are seeing bed bugs especially in the room he did the heat teeatment. We contacted Orkin and they said were not covered! With as bad as a infestation we had and not doing multiple follow *** has caused up to spend a lot of money trying to get rid of them and we are still infested! If we knew the heat treatment wasnt going to work we would of never paid *****. We need orkin to come back out and complete the job make sure the bed bugs are indeed gone before discontinuing the service. There is no way that after less than 2 months we were completely infested again and all Orkin had to say is thats your problem you deal with it.Business Response
Date: 10/28/2022
We apologize for the delay in this matter. The manager has tried contacting ************************ with not return response. If ************************ could contact us at **************, we would like to resolve her concerns.Customer Answer
Date: 10/28/2022
Complaint: 18181521
I am rejecting this response because: We've only received a voicemail saying that there's No solution they can offer. We never got a voicemail saying that they would like to resolve our issue and I'm not going to contact them until they have a proper resolution as such refunding us are money our money and also refunding us for the current treatment that we had to have because they did not do their job properly
Sincerely,
*******************************Business Response
Date: 11/01/2022
We apologize for the delay in this matter. The manager tried contacting ************************ via phone and email and no return response as of yet. If ************************ could contact us to discuss her 30-day guarantee we would like to resolve her issues. The initial treatment was performed on 9/102021 and a follow up treatment was performed on 10/13/201 where no bed bugs were observed. An additional follow up treatment was performed on 11/18/2021 where no bed bug activity was observed. At your convenience, please contact us at **************.Customer Answer
Date: 11/01/2022
Complaint: 18181521
I am rejecting this response because: The manager contacted me with no resolution. We paid **** for a bed bug heat treatment that never took care of the issue. We are requesting a refund
Sincerely,
*******************************Business Response
Date: 11/02/2022
The manager reviewed the 30-day guarantee Bed Bug Agreement, the initial treatment performed on 9/10/2021, the follow up treatment performed on 10/13/20, and the additional follow up treatment performed on 11/18/2021, Bed Bugs were not found after the treatment on both follow-up services in 2021. The service and treatment were done correctly and Orkin does not feel a refund is warranted. We have attached the agreement and services.Customer Answer
Date: 11/02/2022
Complaint: 18181521
I am rejecting this response because: there is absolutely no way to only guarantee **** bed bug treatment for 30 days. And us finding them and having another company come out for an additional 600. So in total to get rid of the bed bugs we have pain ****. If orkin did there job correctly than we wouldnt of had them months later. We will not accept this and require a full refund of ****.
Sincerely,
*******************************Initial Complaint
Date:10/07/2022
Type: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.
09/07/22 they came out because we had a possum in the garage, they set two traps. Then came out and locked the traps because you can't catch over the weekend. They never came back to unlock the traps I called several times. I also emailed and called canceling my agreement within the 3rd business day, nobody responded.They charged my card before the job was done! Then they charged my card again a month later!Business Response
Date: 10/31/2022
We apologize for the delay in this matter. The Region Manager contacted the customer and agreed to refund $888.00 for a miscommunication and a 3-day cancellation notice she had emailed, and we did not receive. The service should have been cancelled before completing since the animal was no longer present and customer proceeded with completing services themselves. Again, we apologize for any inconvenience in this matter.Customer Answer
Date: 10/31/2022
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 hope to receive the check within 2 weeks!
Sincerely,
************************* *****Initial Complaint
Date:10/07/2022
Type: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 cancelled an appointment prior to the date of the visit (9/21). I was told I would not be charged. Orkin DID charge my credit card 2 days prior to the scheduled appointment on 9/19. I called to request a refund and was told the branch would get back me and process the refund. As of today, 10/7, I have not received a refund of $53.50.Business Response
Date: 10/19/2022
We apologize for the delay in this matter. The local branch tried contacting ***************** with no return response. Ms. ******* refund was mailed the week of the 10th. If ***************** has any further concerns she may contact us at **************.Initial Complaint
Date:10/05/2022
Type: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.
Have been receiving services for over 35 years and have had no issues with billing. This year paid in full for the year (2022) to receive pest control, mosquito and termite services. Continue to receive bills for services and as of today, I have received a letter indicating the account balance is 60 days past due. I have been in conversation with various office staff per telephone and in person since December 2021. I am told each time that there is no balance but I continue receiving bills and now a past due notice. I would like some assistance getting this resolved before it impacts my credit record. Thank you.Business Response
Date: 10/25/2022
We apologize for the delay in this matter. The Branch Manager contacted ****************** and confirmed that her account has been corrected and there is no balance owed. The account has also been canceled per the customers request. If ****************** needs further assistance; she may contact the local branch at **************.Initial Complaint
Date:10/04/2022
Type: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 contracted with Orkin to do a service and a few months in, I could not reach them for follow-up visits to take care of excessive bugs. I called them in August 2022 and cancelled the service. I got a bill the next month and found they had double charged me for services not rendered in September. I called them again and cancelled the service. On 10/04/22, I received another bill indicating I owed over $280.00 for services rendered for August, September and October. I called the office questioning the bill. They informed me my account was closed but could not explain why I got a bill and would not provide me with a bill showing my closed account. I was also told that I could not speak to a manager but one would call me back. That phone call is pending.Business Response
Date: 10/05/2022
We apologize for the delay in this matter. The Branch Manager contacted **************** to discuss her concerns and let her know the account has been cancelled with a zero balance. The manager is emailing **************** a screen shot of the account for verification. Again, we apologize for any inconvenience in this matter.Customer Answer
Date: 10/05/2022
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:10/01/2022
Type: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 got a promo deal with the business for them to come out and treat our house once a month. After a few months, we decided to cancel the service. They sent a notification that they were coming anyway. We called them asking why they were coming. They said that this was the last service and already paid for. Well they came and treated the house. The same day they charged us full price. We tried calling them and they admitted that they were in the wrong. They said they were going to have a manager called us back. No one ever called us back and they blocked our number. We also believe that we are having an issue with the insulation that they put in the attic. We have no way to report it to them and it could be a health hazard.Business Response
Date: 10/07/2022
We apologize for the delay in this matter. The Branch Manager contacted ******************** to discuss her concerns about her payments and services. The manager went to ************************ property on 10/6 to inspect and found no issues with the insulation or the work the technician did.The concern of the duct work was addressed via pictures which showed everything was fully intact within the attic. We discovered that the source of the smell that she was claiming was smoke from the insulation was due to two uncovered vents leading from the furnace to the attic causing dust and debris to come in contact with the furnace causing the smell she was stating. The manager advised ******************** to contact an HVAC specialist to discuss capping the vents if they were not serving a purpose to the furnace. The manager also refunded July's service. Again, we apologize for any inconvenience in this matter.Customer Answer
Date: 10/13/2022
I still have not received the refund. I'm getting conflicting responses from Orkins regarding this refund. One said it would be in the bank yesterday, and another said it was mailed to me. I cannot accept the resolution until I receive the refund.Business Response
Date: 10/19/2022
We apologize for the delay in this matter. The Region contacted ******************** to follow-up and verify that she did receive the refund in the mail. Again, we apologize for the delay in this matter.Customer Answer
Date: 10/19/2022
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:10/01/2022
Type: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 was hired to resolve a flea infestation. Date of the first spray was on 9/13 the follow up spray took place on 9/20. I then required another spray because the flea issue wasnt even close to being resolved so the third spray took place on 9/28. I called Orkin on 9/29 to cancel my plan with them because the tech had terrible customer service skills and failed to resolve our flea infestation after 3 attempts. I also asked for a refund since they have a ****************************************************************************************************** process a refund. I never received a call back. I paid a total of $363.50 for services.Business Response
Date: 10/03/2022
We apologize for the delay. The local manager contacted **************** to discuss her concerns and removing conditions conducive in the home to treat properly. **************** has already secured another provider and we agreed to provide a full refund for the inconvenience and any miss communication on our part in this matter.Initial Complaint
Date:09/30/2022
Type: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 2 months ago about a small rat problem under my front porch. *** came out took a look and said he was sending someone else over to have a look. The next day another employee came over he put up maybe a foot and a half of chicken wire, and three things of form insulation and they billed me for $841. My 5-year-old grandson could have done a better job. I finally got a hold of a customer representative after four tries and she said the manager would call me that day which he never did. I called again 2 days ago and she said the manager would come over my house yesterday afternoon. Of course no one came and not even a phone call. So I called today and she said the manager had a family emergency I said yeah right and she hung up on me. I've had many services in my life and I've never complained once until today. Terrible organization and they don't back up their claims.Business Response
Date: 10/18/2022
We apologize for the delay in this matter. The local branch contacted **************** to discuss her concerns and a follow-up service was scheduled/completed on 10/07/22. A wall was placed around the perimeter of the porch to prevent rodents from digging underneath and getting inside the home. Again, we apologize for any inconvenience in this matter.Initial Complaint
Date:09/29/2022
Type: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 was not satisfied with the work that was completed the last time someone came to service my home. I was not there, they came at a time that was NOT scheduled, and the service representative that I initially started with gave me a detailed explanation of what was to happen. Those things were not happening. So when the provider came out I told them that my time wasnt and I wasnt happy. I further more wasnt paying $91 dollars for a half job. I then asked to speak to a manager and was assured that one would or the next appointment they would be out. That never happened. I continued to explain and nothing. I recently was scheduled for service and when the gentleman called I told him If he was NOT a manager I will No longer agree to services until one comes out and I get to speak directly. I then called the service rep and asked her to send me to a manager. And she continued to act as if she was looking For one and document our interactions. I have Yet to hear from anyone. I am not happy. Today (9/29) I received a phone call from what seems to be a bill collector. The point is, I refuse to pay for Services left me angry and unsatisfied. The sad part is, I have reached out to people and have yet to hear from anyone. The nerve!Business Response
Date: 10/03/2022
We apologize for the experience that ****************** has received with Orkin, this is not up to our level of standards. Orkin strives for exceptional customer service. The manager did contact ****************** to discuss her concerns and removed the last service charge from the account leaving a zero balance. The manager also left his cell phone # in case ****************** needs any further assistance. Again, we apologize for the inconvenience in this matter.
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