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

  
• 

  HomeTeam Pest Defense

  12677 Silicon Dr Hts San Antonio West San Antonio, TX 78249-3412

  
• 

  Orkin Pest Control

  10101 W Innovation Dr Ste 500 Milwaukee, WI 53226-4832

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  

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:02/23/2025

  Type:Order 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.

  ***** did an exclusion contract for our ***************** service. They did not complete full contract agreement on the day of the service, clean & sanitize the crawlspace per contract. They lied about it on the final paperwork. My wife was *********** did not do anything in the crawlspace but look at it and leave. It took at least a month for them to send out the quality ************** confirmed they did not do the crawlspace & that they didnt install the full amount of insulation in the attic, some places multiple inches missing. Ive called every week to two weeks leaving messages & never getting a response. I am uninterested in paying full prices for services not completed. Its not acceptable for months to go by with this contract not being fulfilled & I am expected to pay for their poor service.

  

  Business Response

  Date: 03/24/2025

  We apologize for the delay in this matter.  The local branch contacted Mr. ****** to resolve his concerns and rendered two services. On 3/7 the Orkin Pro added insulation in the attic and on 3/22 they vacuumed rodent contamination and sanitized crawlspace. Again, we apologize for the delay in time to complete the service, if Mr. ****** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:02/23/2025

  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.

  My husband first reached out to ***** as it was a well known name and received an estimate over the phone. Though the estimate was high at $450, they guaranteed that the issue would be taken care of and would return as often as necessary with no further cost and if they couldnt we would be refunded. If we had any issues all we had to do was call back and schedule another appointment. The man that came to the house was very nice and did what he could for the wasps but unfortunately did not get rid of them. He came back once then had to cancel the second return service as he didnt have the proper equipment available to him and said that someone would call us back to reschedule. That never happened. When my husband reached out to ***** and explained the situation he was told there was no such guarantee, (which the employee that came to our house verbally verified his first visit) and that we could only receive a discount for future services.After leaving a ****** review my husband called the number provided in the owner response. He was told the exact same thingagain. We already paid for the service, it was never fully completed, apparently the guarantee in the Summer/Fall of last year was a lie. We feel completely taken advantage of and extremely disappointed.

  

  Business Response

  Date: 03/24/2025

  We apologize for the inconvenience in this matter, the ************* contacted Mr. ********* to discuss his service and offered to extend his warranty through the end of May. They explained that new nests may form in other areas after that, and he would need an additional service program at that time. We are happy to assist the *********** with their pest control issues and if they need further assistance, they may contact us at **************.

  Customer Answer

  Date: 03/27/2025

   
  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,
  
  Ed & ***** *********

• Initial Complaint

  Date:02/20/2025

  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 cancelled my ************* in Nov 2024. Unfortunately, even after at least 5 calls, 2 speaking to a manager my service has yet to be cancelled. Each representative and the 2 managers see the notes in the system for my numerous requests to cancel my service. But each person I have spoken to says the same thing "I am sorry for the inconvenience I will cancel it now" It's the 20th of February, and I am still being billed. I need someone to resolve this issue ASAP.

  

  Business Response

  Date: 03/21/2025

  We apologize for the inconvenience and experience Ms. *********** has received. ***** has researched the account and verified that the account has been cancelled with a zero balance. Ms. *********** should not receive any further billing. If Ms. *********** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  Work was not completed in the promised time frame, even after payment was processed by the business

  

  Business Response

  Date: 03/13/2025

  We apologize for the delay and inconvenience in the completion of the service.  The manager has contacted Ms. ***** to discuss her concerns and scheduled appointments to have the work completed. If Ms. ***** has any further questions or concerns; she may contact us at **************.

• Initial Complaint

  Date:02/14/2025

  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 get rid of pests in our house, specifically rodents. When the workers were here they mentioned there might be signs of squirrels. Nothing was done about the squirrels besides setting a trap. They never caught anything so I guess they just stopped looking. The person who was working on our house did such a poor job that someone else had to come out and fix his work but only after we called them back out here and complained that the problem wasn't gone. This person was fired from the company. We still had mice, even worse than before, after they had "finished." Still nothing was done to inspect the possibility of squirrels. As of now, 3 months after the initial hiring of this business, we still have mice and suspicion of squirrels. We are being charged close to $9500 and the problem we hired them to fix has not been fixed. There are new (less than 1 week) mouse droppings visible in at least one of our air vents (picture attached) and loud scratching was heard in a wall/near bath tub on 2/14. I want a break down and explanation of the charges, I want any charges for labor accrued from the employee that was fired to be adjusted, and I want the job we hired them to do actually done.

  

  Business Response

  Date: 03/11/2025

  We apologize for the inconvenience in this matter.  The local branch contacted Mr. ****** to discuss his concern and scheduled two services on 2/20 and 3/11 to ensure everything is in order and the Spears are no longer hearing any pest in their home. The office spoke to Mr. ****** on 3/10, and he stated his wife has not heard anything else. If Mr. ****** needs further assistance, he may contact us at **************, we are happy to assist.

• Initial Complaint

  Date:02/14/2025

  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 set up an appointment through the customer service line for service. I informed the *** that I only wanted one time service the *** informed me that he will document this action but in order to start any service I have to automatic sign a Quarter agreement but advise no worries he was going to note the account in detail that i will call back if service is needed after this one time. I thought this was handle just to receive a bill saying i owe ******. I called Orkin spoke to a *** (manager) she wasn't trying to solve this issue at all kept ***eating herself. My son stated that a man was around the home spraying something and when he approached him he stated that the service was already paid and arranged by me and it wasn't. I tried to settle with this company and advice i shouldn't be responsible for the entire bill there was no communication of another appointment and if they would have contacted me then i could have told them again I didn't want the service. I ask *** to speak to corporate or someone else she kept saying its not going to change she then gave me ********** for corp but this was IT number to another company. I am needing some type of help this is bad business for the consumer i was following what the *** told me and i am getting burned.

  

  Business Response

  Date: 03/18/2025

  We apologize for the delay in this matter. The Branch Manager contacted Ms. ***** to discuss her concerns and let her know that the account is cancelled and that she was not going to have any more services that she would have to pay for. Again, we apologize for the inconvenience and if the ******* need anything further they may contact us at **************. 

• Initial Complaint

  Date:02/13/2025

  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 termite warranty with Home Team Pest defense. My contract states a rate of 170 semi-annually (this is written into the contract) to monitor termite stations. This actually is more than is required to monitor these stations and is entirely a revenue gaining model. They are charging for service that is not needed. Additionally, they have gradually increased the fee without notification now to 250 per period resulting in 500 per year for termite monitoring. They would not respond to my queries about this via email. Instead they sent the bill to collections.

  

  Business Response

  Date: 03/11/2025

  We apologize for the inconvenience in this matter. The local branch contacted Mr. ******* to discuss his service and account balance.  They let him know that they have halted the collection process, however, the outstanding balance will remain due. The manager offered to reduce the annual renewal to $400.00 but Mr. ******* declined and stated his intention to seek alternative services, despite the significant difference in price. If Mr. ******* has any further questions or wants to reconsider the price reduction; he may contact us at ************.

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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 was hired to make quarterly visits and also found mice between one of their visits. they removes all insulation in our attic, sanitized, replaced insulation and also sanitized the crawl space 10 weeks ago. We still have mice. after the treatment, we have caught over 20 mice in the house. we have called the office, manager and supervisor to come back out and all they do is put down more sticky traps. we have droppings all over our house and clean every day just to find more the next morning. we have traps all over our house and do not even let family come over. we have all of our food in plastic bins and in our pantry there are new droppings every day as well as behind our refrigerator and stove. We feel that we are getting the run around when they guarantee to rid the mice. in the 10 weeks since the treatment, we have called them to the house MULTIPLE times and a result of NO relief of the mice. This has to be fixed!!!!

  

  Business Response

  Date: 03/07/2025

  We apologize for the delay.  The local branch has contacted Mr. ****** to discuss his concerns and is working to resolve the issue with rodent treatment with little or no activity at this time. The ***** team is continuing to eradicate the remaining issues. We have provided additional exclusion work to resolve the pest issue. In the meantime, if Mr. ****** has any additional concerns, he may contact us at **************.

• Initial Complaint

  Date:02/10/2025

  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 just purchased our first house in May 2024 and have a 1 year old. We contracted Orkin In August for pest control. Orkin has been to the house for normal service 3 times and failed to go into the attic. Further, they claim in reports they did exterior checks and noted no entry points for pests.Orkin come out and did a pest inspection after we found a dead mouse and hearing things in our attic. They did a full home inspection on 1/7/25. When the guy came down from our attic, he told us that we had a moderate to high live infestation and that it was a health and safety hazard. Before he left, we scheduled a time for him to come back on 1/8/25 to discuss the next steps to fix our issue. I told him the time that my husband and I only had the morning free. He told us that we could meet between 8:30-9 am and it will take about ***** hours to go through the report. We scheduled it that early because I had a work meeting to attend and had to leave at 10:30 am. He showed up 1.5 hours late and we had to quickly discuss the report. He showed us photos of our attic that had numerous ****** holes, a ton of urine, and chewed up wires. He stated that there was a lot of urine up there and that we were breathing all that in. He said that it was a health hazard because mice urine and f**** are very harmful to humans. He asked us if we had noticed that any of us had been more sick since moving in. I asked if we would know if we had mice crawling around in our living space and we were told that its possible they could be around, and we wouldnt see any evidence of them. He stated, if you find mouse f**** youre lucky because the odds of them pooping where youd find it are slim. That statement increased our anxiety that our child would get sick. They quoted us 25k for the work. We settled on 15k. We were not given an itemized receipt after asking and are entitled to in ****. Orkin used deceptive practices and did not even fix all the holes and we would like 10K off.

  

  Business Response

  Date: 02/20/2025

  We apologize for the inconvenience in this matter. The Region Manager contacted *** and Mrs. ***** to discuss their concerns and agreed upon a solution to remove $5,554 from the balance of the work. *** and Mrs. ***** agreed to pay the remaining amount of $9,966 on the account.  The ********************** Manager will be reaching out to schedule the ** of work and make sure any additional concerns are addressed. If the Flyn's have any further concerns, they may contact us at **************.

• Initial Complaint

  Date:02/08/2025

  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.

  We called ***** inquiring about heat treatment for bed bugs. They would not give us any info about pricing unless we paid $116 inspection fee. The guy they sent to do the inspection was clueless about heat treatment. He looked at 1 bug and could not answer any questions and said the only guy certified to heat treat for them just quit. So they knew up front they had Noone qualified to provide the services we wanted but rather than telling us that they made sure to get $116 from us. I couldn't believe a big company such as ***** would have such tactics. We called to talk with the branch Mgr who had her Mgr call us and he spent our conversation convincing us to do chemical treatment. He assured us he would come back to do a second inspection admitting they should have never sent the first guy. We bought into his stellar salesman skills on the phone and agreed to have the main Mgr come back and then he never showed up Friday as promised to do a more thorough inspection. We waited around from 3:30 pm until 10pm but he never showed and didnt even call. We were scammed out of $116. Plain and simple. They knew the pricing up front but instead of giving an estimated price, or being honest saying they don't have anyone at this branch certified to heat treat, they sent someone with no experience for 5 minutes to make sure they got our $116. ******. Don't fall for the "inspection" tactics.

  

  Business Response

  Date: 03/10/2025

  We apologize for the delay in this matter. The manager contacted Mr. ****** and explained the service and confirmed the quote he was given. The manager also sent the prep sheets for liquid and heat treatments to Mr. ****** and refunded his credit card for $116.99. If Mr. ****** has any further questions, he may contact us at **************.

  Customer Answer

  Date: 03/10/2025

   
  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.
  The manager who called answered all of our questions and apologized extensively for the poor experience. She handled it in a very professional and courteous way. Other managers should take tips from her on how to correspond with customers when something goes wrong. We appreciate her help.
  Sincerely,
  
  ******** ******