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:09/03/2022

  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.

  Paid upfront, by personal check, for a years worth of exterminating service from Orkin. Since my regular tech left, I have been unable to secure services from this company. Tech are no call, no show. I want a full cash refund since no one has been here since I paid.

  

  Business Response

  Date: 09/27/2022

  We apologize for the delay. The Region staff contacted **************** to discuss her concerns and confirmed that moving forward, she would receive a call to confirm her services.  The Region also gave a free service to compensate for the previous scheduling issue. Again, we apologize for any inconvenience in this matter.

  Customer Answer

  Date: 09/28/2022

  I was supposed to receive a letter via email that my service contract was extended. Never received letter.

  

  Business Response

  Date: 10/06/2022

  We apologize for the delay. The Region called and spoke with **************** and confirmed that moving forward, she would receive a call to confirm her services.  She was also given a free service to compensate for the previous scheduling issue. Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 10/06/2022

   
  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:09/02/2022

  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 31, 2022 I was billed by Orkin in the amount of $193.00 for services provided at my residence. The invoice that was sent to us said technician ************************* was at our house at 6:35 AM and inspected for pest activity in our basement, kitchen, bathrooms, common areas and the perimeter of our house and he FINISHED at 6:37 AM. This is a complete LIE. No technician goes to a customer's house before sunrise and do all of the things ******* said he did in 2 MINUTES. I find this company practices to be utterly despicable. We tried contacting them directly (locally) but you're switched to a 800 number where we were told the manager at the ****** location would be contacting us, that never happened. We no longer want their service and we want a full refund of the $193.00 that was charged to our Discover account.

  

  Business Response

  Date: 09/09/2022

  We apologize for the delay and inconvenience in this matter. The branch contacted **************** to discuss her concerns and per her request, cancelled the pest control service and refunded her money for the service not rendered.  If **************** needs further assistance she may contact the 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:09/01/2022

  Type:Delivery 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.

  Date of supposed treatment 9:00am sept 1, 2022. I was home all morning, house was open , windows open. I was inside my house. No one knocked or rang my door bell. Saw or heard no one. No note was left detailing service, nor was there any signs in the yard noting spraying as they usually do. Received an email @ 9:20am stating charge for service $75. I dont believe service occurred . As there was no sign that he had been here at all.No note, no spray tag on the lawn.***************************

  

  Business Response

  Date: 09/27/2022

  We apologize for the delay. The Branch Manager contacted ******************** to discuss his concerns and went over the service that the Technician performed on 9/1/22.  He let her know that we had pulled the *** records that showed that the technician had been there on 9/1 from 8:59 am to 9:17 and performed a PDS service, which he explained what that entailed.  ******************** was adamant that no one had come and that service was not performed.  The Branch Manager offered to have the technician return and perform a full interior and exterior service, but ******************** declined and advised that she had called another provider.  The manager is refunding her the last service charge of $75. We apologize for any inconvenience in this matter and if ******************** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:09/01/2022

  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.

  Requested cancellation of a **************************** contract on/about 7/20/13 in telephone conversation with ***********, ** branch manager ***********************, who advised annual contract would be prorated and refund check issued for the balance of the contract year. Called on Friday 8/12/22, spoke with ******* about not receiving refund...she said would have ***** call me, when he was back in office. Never received a call from *****. Called again on Wednesday August 31, ****, spoke with ***** who said she saw nothing in the customer record about a refund being requested. ************************* were in a meeting and she would ask ***** to return my call. Never heard from *****. NEVER expected to receive this mistreatment after having been a customer of ******************** for about 30 years !!

  

  Business Response

  Date: 09/07/2022

  We apologize for the delay in this matter. The Branch Manager has tried reaching out to ******************** to discuss his concerns and keep him as a valued customer. Unfortunately, the manager has not been able to speak with ******************** and per his request has processed the refund and cancelled the account. In the future if ******************** ever has a need, we are hopeful he will give us another chance to prove our commitment to providing exception pest control service and may contact us at **************.

  Customer Answer

  Date: 09/08/2022

  As of the date of this writing, Thursday September 8, 2022, no refund has yet been received.  I hope, true to their word, Rollins has arranged for the branch manager to initiate a refund.

  On Wednesday July 13, 2022 I provided my cell phone number to ******* at the local branch to facilitate a call from branch manager, ************************   I did speak with him on/about Tuesday, July 19, 2022

  explained why I was cancelling and he stated he would  request a refund for the unused portion of the annual termite contract.    After 25 days had passed with no refund received, on Friday August 12, 2022 

  I again provided my cell phone number to *******, who said she would ask branch manager *********************** to call on Tuesday, August 16 when he was back in the office.  After 19 days with no call and no refund,

  I called again and spoke with *****, who said ***** was in a meeting with *******, looked at my account and said she saw no reference to a refund being processed.  Gave her my cell phone number and she 

  said she would ask *********************** to return the call.  Finally, after not receiving a call from ***********************, I filed the complaint with BBB.

   

  I post this narrative, to provide a record clearly indicating an unnecessary and seemingly deliberate delay in initialing a refund, from a customer who had diligently paid ******************** annually for approximately 30 years. 

  

  Business Response

  Date: 09/11/2022

  The *************** has verified that the refund check has been processed and has gone through all approvals. Rollins *************************** will cut the check on 9/14 and will be overnight to the **********. We apologize for the delay in this matter.  

  Customer Answer

  Date: 09/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2022

  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 received an email from **** (an orkin technician) saying he was at my home to provide the service provided by orkin at 10:35am, I was home at the time and he was not here, I texted him and ask for a call back. He never called or responded back so I call the orkin office. And they told me they would contact the technician, and About 10 minutes afterwards I got a call from ***** (orkin supervisor) I told him that I had received an invoice via email for service that wasn't done. He then stated that they were definitely here and I am impossible to please and it's best we split ways and end service and they wouldn't charge me for the service they claim I received. About a half hour later I get a call from a gentleman named ****, he was the technician that was supposed be at my home doing the service today 08/30/22 after talking with him it turned out he went to the wrong home and did the service there, he informed me that he'd have to contact his boss to know where to go from there. I never received any calls back. I've payed them so far 190$ plus the pending invoice and nothing has been done to my home.

  

  Business Response

  Date: 09/19/2022

  We apologize for the delay in this matter.  The manager contacted ********************* to discuss her concerns, the initial service was completed on July 29th and a free call back was completed on August 9th. The manager discussed the disputed scheduled service that was completed on August 30th and he let her know we would not charge her for the service, but unfortunately we would discontinue her service due to not being able to satisfy her as a customer.  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/30/2022

  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.

  Orkin branch 576-**********, ** refuses to cancel my account after several requests via telephone and email. I was forced into one last service, that I did not need or want, and charged another $129.00 and was told that I needed to have this last service before cancelling. Since having this last service, I have called to request cancellation and was told only the manager can ***** this request. This manager has ignored my emails and has nit returned any calls. There is no way for me to remove my credit card information from autopay on my online account and no way to request cancellation through their website. If I change my credit card info, they will likely bill me for the next service then send the payment to collections. It is not fair for a business that says you can cancel your contract at any time to conduct shady business practices such as this and make it ridiculously difficult for you to cancel you account, just to get more recurring payments out of you. That is what this branch is doing.

  

  Business Response

  Date: 09/06/2022

  The Branch Manager contacted **************** on 8/31/22 to discuss her concerns.  He let her the he would make sure her card is off the account that it is canceled. The branch did remove her Credit Card information on her account and Cancelled her account per her request.  The manager called her again on 9/2/22 to confirm. We apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/30/2022

  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 utilized Orkin's services in June of 2021 and paid $1,200 for their termite system, which also came with a warranty. Since Orkin has installed this system and treated my home, I have noticed an increase in termite tunnels and damage. I have been contacting Orkin for over 4 months regarding my warranty and I keep getting the run around. After 3 months of complaining and advising Orkin the wood needed to be re-treated as there are active tunnels on my support beams, the only solution they provided was to have someone come and reinspect my bait traps. I advised Orkin I was under warranty and wanted the wood resprayed. I was also told by Orkin before paying the $1,200.00 that once treated, termites won't come back. I have to call Orkin 3xs a week to try to get them to honor their warranty and every day I call I'm told a manager ****** will call me back and he never does. This negligence is causing further damage to my home, I paid $1,200 to remediate the problem (and covered under warranty) but Orkin will not honor their warranty. This is fraud by inducement as I had other quotes from other pest control companies who honor their warranties and guarantee their work.

  

  Business Response

  Date: 09/29/2022

  We apologize for the delay in this matter.  The Orkin Inspector rendered a service and determined that their were old mud tubes in the basement and no current activity. The inspector tried contacting **************** to see if she had any additional concerns, but had to leave voicemail for her to contact us back. We will continue to resolve ******************** pest concerns, **************** may also contact the branch at **************.

• Initial Complaint

  Date:08/30/2022

  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.

  I just recently bought a new home 10-28-21. I kept getting emails and someone coming by my house in regards to pest control. I have Home Pro which is the security system. It was presented to me that HomeTeam was part of HomePro and was told that they work with the builder. It was not until I received my service agreement 6-9-22 that I realized the source was door knocking and they are not part of the builder or HomePro. I Docusigned a service agreement and paid $102.84 and received the initial service. My house was treated inside and out. I was told if I continued to have issues to call back. I signed the service agreement 5-24-22. I called back after first treatment and paid an additional $275 for the guy to come back out to treat for roaches. There were 2 different types of roaches once was in the weather stripping and one was in the dishwasher. I was told on the 2nd visit that I was invested and was quoted over $1000 to continue to service. I called around to different companies and was quoted around $150-200 for same service. I called HomeTeam back several times to cancel my contract. However ****** was out. So I cancelled and told them that they had already received over $300 for 2 visits. I also told them the price quoted was nowhere near the pricing of 3 other companies in the area. Since then, I have received bills for $81.19 for the service that was done the day the 2nd visit. According to the contract, Roaches are covered. In the special instructions it states that german roaches and ********* ants are not covered. I'm not a ***** expert, but i'm pretty certain the roaches in the weather stripping were not german roaches. In addition, my house was not infested. The new company knocked everything out in one visit. How am I supposed to know the difference between roaches. I have expressed several times that I dont feel like i should pay for the 2nd service when they had already been paid Now they are threating to send me to a collection service.

  

  Business Response

  Date: 08/31/2022

  The Branch Manager contacted ********************** to discuss her concerns. The branch did a credit to her account and closed the account. He emailed her a receipt showing she now has a $0 balance and the account has been resolved and closed. We apologize for any inconvenience in this matter. 
  

  Customer Answer

  Date: 09/01/2022

   
  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:08/30/2022

  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.

  I contracted this company in October of 2020 to provide pest control services for my new residence and have been having issues with them completing the services since the very first visit. Never have I ever had to jump hoops to simply get a company to respond and DO what you pay them for.... The first excuse was that they were understaffed due to COVID, the next was that they were going through management issues etc. Now they notated that they are not servicing me any this year due to a billed and not received payment that they never service, by the way, of 91 dollars or something in the month of April. I have sent a reply email requesting action on each and every email they have sent me. I tried using the portal to set up visits for service and NOTHING. They picked the wrong date lie about providing a full service though because my family and I were out of town the week they say they serviced out home inside and out. This is ridiculous. My schedule is too busy when they are open for service to get them on the phone because I spend all day seeing patients and the one time I get through to someone I get this.

  

  Business Response

  Date: 09/07/2022

  We apologize for the delay in this matter. The *************** has removed the past due charges and removed from collections. The ************* emailed ******************** letting her know the balance has been removed from the account. We apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising 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 contacted this business to get an idea about how much it would cost for pest exterminatin within the past month or less. After hearing their prices I decided not to go with them. Today I got a phone call from Orkin saying that my appointment time had to be moved.I've never made an appointment with them and I don't wish to either. This company is very pushy and is scheduling exterminations without consent.

  

  Business Response

  Date: 08/31/2022

  Thank you for the feedback. We apologize for the experience ******************** received, we strive for exceptional customer service. In the future if you ever have a need, we are hopeful you will give us another chance to prove our commitment in providing exception pest control service. Please contact us at ************.

  Customer Answer

  Date: 08/31/2022

   
  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.
  
  Sincerely,
  
  *************************