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

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  

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:09/13/2022

  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.

  Hello,Last week, I contacted Orkin (75 ******************. *************, ** *****) as I recently discovered a mouse in my apartment. When I called Orkin for service the representative that I spoke to scheduled me for an appointment on Friday 9/9 between 4-6 PM. I wasn't contacted by Orkin to confirm the scheduled appointment up to Friday 9/9, so I reached out to confirm myself. The representative said that their system "rescheduled my appointment" for 9/17 between 2-4 PM, and was done so without any notification or confirmation with me first. Due to the situation, I requested for a technician to be sent out at the earliest possible appointment date, and the representative assured me that a Tuesday 9/13 appointment from 4-6 PM was available. I was really upset that the original appointment was re-scheduled, but I accepted since this was the earliest available date.However, I called a few minutes ago to confirm and the same exact thing happened yet again. I was told that their computer system removed the appointment that I scheduled. This time I spoke with a representative named ****** (she tried to be as helpful as she could) and she said that normally Orkin doesn't confirm appointments from 4-6 PM, but that she would reach out to the scheduled technician to see whether he would be in a position to provide service from 4-6 PM today. I still don't have a confirmation that someone will be providing the service today, and I am incredibly frustrated by Orkin's lack of professionalism and poor communication (particularly management, not the technician). If an appointment is made, then it should be honored. It's not fair that a customer be left without any assurance that an appointment will be honored. This is the 2nd time in a year that I've experienced something like this with them. This is not acceptable, and I would like a resolution to this immediately.Thank you.

  

  Business Response

  Date: 10/18/2022

  We apologize for the delay in this matter, the branch spoke with **************** and coordinated his appointment for 09/13 and service was completed.  They also confirmed that moving forward they will confirm his appointments and schedule them for Saturdays when he is available. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 10/18/2022

   
  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:09/12/2022

  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.

  My wife seen a mouse in the house so we called Orkin. The guy came out in a suit and a clipboard. I was expecting glue traps. He sold me to replace my attic insulation $6,000.00. Not only was the insulation thrown on my recessed lights dropping them down, nail pops and no hatch guard barrier, but when removing the old insulation no protection was installed to prevent insulation from traveling threw my home. My entire house had insulation particles in the air. The tech didnt bag it up on the attic, they ripped it threw the hole and bagged it unprotected in the hall way, my wife called me in tears. My 6 year old son and 3 pets was in the house breathing it. I raced home after calling Orkin demanding them to stop working immediately. They didnt stop they were still working when I came home but a manager was there. He admitted there was some things wrong. He also indirectly stated that they would hate to stop and leave us with no insulation. The installer asked to borrow a tape measure from me. I told him I didnt have one to loan I left after getting my family out, arranging a carpet cleaning company, duc cleaning company for sale day service. Orkin had me pay the thousands of dollars then I was finally reimbursed month later. Over a month. However after I left the tech asked my wife for a tape measure once again after I told him no. But first he had to find her by walking threw the house covered in insulation all the way to our finished basement. Long story short, Orkin really did a number on us and I told them that even though I was going to sign a release form for the money that I would be filing a complaint to ****. Here is there findings attached. They were not licensed. They performed the work illegally in my home. They risked my families health, I had $6,000.00 worth of clean up they made me pay for out of pocket and they took the damages off my bill then mailed a check for ******. Which that damages they did to my home was even more then the entire job. I

  

  Business Response

  Date: 10/11/2022

  We apologize for the delay in this matter. It has been escalated to the *************** and we will continue to resolve ************************ concerns.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18009438
  
  I am rejecting this response because: they are not resolving the complaint yet 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2022

  We apologize for the delay in this matter, the *************** is working with internal Rollins offices to resolve ******************** concerns. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18009438
  
  I am rejecting this response because:it is still not resolved 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/25/2022

  We understand Mr. ********* concerns and situation. During this period we took the utmost care and ensured we resolved his concerns along the way. We paid for the following services while addressing the issues.
  
  Room, board, and meals during the cleaning services
  Deep **************** from *********************
                 - Pro Deep Floor Cleaning
                 - Mattress Cleaning
                 -Disinfection service
                 - Deep upholstery Cleaning
  Deep house cleaning with Fast Maid
  Air Duct Cleaning from Proclean
  
  During this time the customer and ******************** reached an agreement and Orkin provided a refund for the difference between the money ******************** paid and the expenses Orkin covered.   
  
  The customer signed the agreement agreeing to the release and stated he was satisfied.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18009438
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  that is not correct. I signed the agreement that I was satisfied with the damage repair that was caused in my home due to reckless installation. I am not happy that they spoils me something I did not need. also did the work illegally by not being licensed. We still have mice

  

  Business Response

  Date: 11/10/2022

  Orkin has retained outside legal counsel to manage communications with ********************, in order to address his concerns.  ******************* has Orkins outside counsels contact information and has been in communication with her.  Orkin hopes to resolve the situation as soon as possible.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18009438
  
  I am rejecting this response because: I am rejecting this because it is not resolved yet. Once this is resolved completely then I can accept this response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/09/2022

  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.

  On August 5, 2022, I called Orkin to see if they could come and spray because we had/have aunt-lie critters in our condo. Mr. ******************* came to the apartment to talk to me. He told me to call and set up a time for Monday, August 8, 2022. I called and was treated poorly by the woman who answered the telephone. She hung up on me. I called ************ and asked to talk to his supervisor. He reassured me that he would call me. He never called **** am very disappointed at the unprofessionalism of Orkin.On August 8, 2022, the person who came to service our apartment told me that he was assigned to me because mine was a "difficult/special case." He also said that "even if the customer is not right, we have to go with the flow." On August 15, 2022, I sent an email to Mr. ******************* and explained what has transpired. I never received a response. Additionally, I was never contacted by his manager, *****************************, ************************************************************************************************************************************ ************** ********************************** Finally, the aunts have returned.I want a refund and an explanation of why I was treated this way.Orkin's customer service and products did/do not live to my expectations.I want a refund, rescind the 1-year contract, and demand an explanation for the way in which I was treated.

  

  Business Response

  Date: 10/11/2022

  We apologize for the inconvenience in this matter.  The Branch Manager reached out to ************ to discuss her concerns. The manager has canceled the account per **************** request and refunded the initial service charge. In the future, if ************ 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 ************.

  Customer Answer

  Date: 10/17/2022

  I do not recall receiving a refund. When was this done?  I would like to talk to the manager. He left two messages on my voicemail.  He called but no one answered.  I did not leave a message.  Kindly tell him to call me after 4:30 p.m. (tomorrow, Oct. 18 or Friday, Oct. 21).  Thank you!

  

  Business Response

  Date: 10/27/2022

  We apologize for the delay in this matter. The Branch Manager has tried contacting ************ to discuss his concerns and his refund. Unfortunately, the manager was unable to reach ************ and left a voicemail. If ************ could contact the branch at **************, we would like to address his concerns. 

  Customer Answer

  Date: 10/27/2022

  I have tried many times the number provided; yet, no one answered.

  Also, as of today, I have not received the reimbursement of $95.40.

  I will try again calling the number.

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

  

  Business Response

  Date: 11/07/2022

  The Region contacted ************ and let him know that the refund check was issued but never received.  The Region issued a stop payment request and had the check reissued on 10/31/22. ************ should receive the check shortly. 

  Customer Answer

  Date: 11/07/2022

   
  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 am waiting for the refund check, as promised over the telephone and the written response to the BBB dated November 7, 2022.

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

• Initial Complaint

  Date:09/09/2022

  Type:Order 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.

  From tech to installing insulation in attic this has been a horrible experience. I cancelled my monthly svc and finance contract during to being dissatisfied with the services provided. I have spoken to them and I do not have a balance. However rollins finance says I still have a contract even though I received a refund for monthly pest service it was the branch managers responsibility to make sure the contract was cancelled at my request due to exhaust fans knocked off their mount in the attic. They did not fix what they broke which caused the insulation to come into my home. I have spoken with another branch manager which says this is the first time if him hearing about my dissatisfaction. There is some serious miscommunication within the ranks. I've cancelled the entire svc when svc was being completed. In the portal it even states NO COST INSULATION SVC. ZERO BALANCE

  

  Business Response

  Date: 10/07/2022

  We apologize for the delay in this matter. The Region Manager has tried contacting the customer several time with no return response as of yet. If the customer could contact the ************* at ************ we would like to resolve all of their concerns. 

  Customer Answer

  Date: 10/09/2022

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

• Initial Complaint

  Date:09/08/2022

  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.

  I was getting regular home inspections by Orkin. They did a good job. I also got lantern fly services later. I didn't feel like I needed the regular home inspection services anymore and tried several times to cancel. I would like to keep the lantern fly services. I told them this several times, but they keep billing me for the regular services also.

  

  Business Response

  Date: 10/04/2022

  We apologize for the delay in this matter. The Branch Manager has called many times and left several messages for ********************* with no return response as of yet.  If ********************* could contact the local branch at ************, we would like to resolver her concerns.  The only service that ********************* has with Orkin at this time is the ******************* and a Termite Warranty.

• Initial Complaint

  Date:09/08/2022

  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 went on a trip outside the country for an emergency, I lost my debit card, and I had to cancel it, A few days ago Home Team Pest Defense sent me a letter that they were going to send me to a collection agency if I didn't pay them $96.34, a service that they never served to my house unless I called them for service, during this period they did not treat my house, and I've been charging for 3 months that I was never served. It should be illegal for companies like these to threaten to send you to a collections agency.

  

  Business Response

  Date: 10/04/2022

  We, apologize for the delay in this matter. The Branch Manager contacted ****************** to discuss his concerns and asked to if we could complete the service. ****************** stated that due to his experience with the company, he doesnt want us going back onto his property. We apologize for the experience that ****************** has received and if there is anything further we can do he may contact the Branch Manager at ************.

• Initial Complaint

  Date:09/07/2022

  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.

  IN APRIL 2022 I SIGNED A CONTRACT WITH ROLLINS (ORKIN) TO HAVE A WORK DONE IN MY ATTIC. AT HE TIME OF SIGNING THE ***** WORK THE AGENT ******** GAVE ME A PRICE OF $1400.00. THREE MONTHS LATER I GET A BILL FOR $11,890.00. I CALLED THE COMPANY FOR AN EXPLANATION OF WHY WAS I GETTING CHARGE SO MUCH. THE MANAGER IN CHARGE SIMPLY STATTED HE HAD MY SIGNATURE ON FILE AND EMAILED ME THE ***** WORK. I NEVER SIGNED THE ***** WORK AGREEING TO PAY $11,890.00. THE SIGNATURE ON THE ***** WORK CLEARLY LOOKS LIKE IT WAS COPIED AND PASTE FROM THE ORIGINAL DOCUMENTS THAT I SIGNED STATING A DIFFERENT AMOUNT. THE SIGNATURE HE HAS ON FILE IS NOT MY REAL SIGNATURE.I NEED HELP RESOLVING THIS ISSUE.

  

  Business Response

  Date: 09/19/2022

  We apologize for the delay in this matter. The Region Sales Manager and Branch Manager met with the ********************* on 9/14/22 to discuss her concerns and  reviewed the work that we completed. ******************** stated that she never agreed to the $11K agreement that we had signatures on and with RAC financing. The manager shared all the signed agreements we had with her via email.She stated that she has an agreement that was emailed to her by our sales inspector for $1,400 but was told by her lawyer not to share it with us.

  The managers inspected the property to ensure that everything that was proposed and that was on the graph was completed and advised her that he would review the information with the Region Manager.

  On 9/15 the manager contact Mr. *************;and advised her that if she is not willing to share the agreement that she claims she has for $1,400 with us in order to come up with a resolution, there is nothing further we can assist her with and she would need to follow through with her attorney.  We apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:09/06/2022

  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 canceled these services in February with Orkin and told them to remove my credit card. They are continuing to bill me despite numerous attempts to rectify the issue and re-confirming that my account has been canceled. The past charge on my credit card was June 13, 2022 and when I called them they apologized and stated the charge would be reversed and to date, it has not been. As of September 2022, I have received another bill from Orkin. Not only did I not receive the services, I canceled the services in FEBRUARY and reconfirmed in June (which they apologized as stated above). All attempts to mediate the issue through Orkin have been unsuccessful. They agree that its an error or an issue on their end but yet their faulty and fraudulent business practices continue and I am frustrated and want this to stop.

  

  Business Response

  Date: 09/09/2022

  The Region contacted **************** to discuss her concerns and per her request, cancelled the account and issued a refund for the service that was previously completed. We apologize for any inconvenience in this matter and if **************** needs further assistance she may contact the local branch at **************. 

  Customer Answer

  Date: 09/09/2022

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

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H34353****636323937H pest control is a terrible business I just bought a home and used them for pest control. A inspector came out tell me about what I needed in my home etc and I made a appt for two weeks later. The night before they text saying my time was from two to four the day of my appt someone shows up at my home around 950 as Im getting the the shower. Then I tell them my appt was two to four they say aw well we had availability thats such a inconvenience so Im like ok u can get started since your here so I had a down payment of ****** and he tries to charge me **** I say no thats not my deposit so I call the inspector and manager of sales who came out and I tell them that they are trying to charge me more then what was agreed and if its not what we agreed I dont want the service they worker talks to him and the manager and he comes back and say I am correct the 651 was the right price and the manger called and said the same. Then he say aw we wont be able to do everything today we gone come back Tomorrow I say how when I work thats not what was told to me and I mad a appt for sept 2 2weeks before to get this work done like why is there so much unprepared so he say ok let me call my manager he comes back and he is like that they will finish the job to day they just have to wait on another worker Im like so he starts the job and he says ** going to sit outside for the other worker thats at like ****am by two something another or king work shows up and Im thinking he is here for the job and he is like no Im just here for pest control Im like I had pest control done Im waiting on someone for instillation he say aw thats not what Im heres for so again we wait on my only day of by six I just say cane it be rescheduled because I have work early the next day. So he leaves and reschedule for the next Friday. But at **** that night they charge me $**** and out my account in the negative and give me overdrafts fees and they way they handle the issue is unacceptab

  

  Business Response

  Date: 09/08/2022

  We apologize for the delay in this matter. The Branch Manager contacted ************** and apologized for the experience she received and offered her a discount for the inconvenience. The branch has completed the termite/bait along with the sill plate insulation & dehumidifier but ************** has since changed her mind on the dehumidifier.  The branch will complete the Orkin Therm in ****************** attic and borate the wood in the basement.  Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  Date:09/04/2022

  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 got a phone call about having a miss payment and that the card on file was not working. I then log on to my account to add another card but noticed it was an inaccurate balance on my account. I then contacted orkin to let them know I was attempting to pay my miss payment but they 1st have to correct the error on their end. I explained to them that my payment is $53 every other month for 7 months. They processed to say that in their system it says I pay $106 every other month. I than requested a copy of my signed signature contract to prove that I was right. They emailed me my contact and it indeed states I pay $53 every other month for 7month with a total pay of $371. I then requested that they adjust the amount shown as a missed payment so I can pay. They refused and sent me a statement in the mail saying I owe $265 and that the made an adjustment of $53 and that my amount is still $106 every other month. I told them This is not the contact I sign and that they have to honor the original contract that states the pay is $53. The 1st service date was 4/28/22 which I paid $248. The second service date was 6/22/22 which that month I didnt have to pay anything. They suppose to came out in the month of may which I was supposed to pay $53 but they never came out that month. The 3rd time they came out was 7/18/22 which I was supposed to pay $53 They didnt come out no month after that. My card was on auto pay but I lost my card and got a new one and simply for got to up date the card which is why I missed the payment. Once I was aware I attempted to make my missed payment of $53 for the month of July but they refused to fix the mistake. By law they are required to go by contact until the contact is finished.

  

  Business Response

  Date: 09/09/2022

  We apologize for the delay in this matter. The branch manager contacted ****************** to discuss her concerns and let her know that the Technician made an error on the pricing when filling out the paperwork, and advised her that we will honor the pricing on the agreement that she signed for 12 months. Again, we apologize for any inconvenience in this matter.