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:08/29/2022

  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.

  I have had nothing but trouble with Orkin. They do not return calls, multiple billing problems, customer service is a joke, rude people in their office, they do not follow through on documentation and you can not reach the local office. I had service with them back in 2021 and they did not bill for several months for on going service. When my credit card got stolen and I had to have it replaced they turned me into collections, without a call, for their late billing. I got that sorted. When I started service again in 2022 the hold was still on my account because they forgot to document it. I got another estimate and was told the estimate fee would be waived if I signed up for service. I did and was charged $1600 for service. Then the next day I was charged for the estimate I called twice to have this fixed and have not received a call back. I had to finally dispute the estimate fee with my card. On the day of service I received a text that my service guy was outside, he was not. I contacted the office and was told the text just goes out before they get there. This is poor service but was told to bad. Talked with ***** *****, service guy, also said its just what they do Also I am still finding bugs and reached out to *****, my sales rep. ** said they will keep coming for awhile but he would reach out to the service rep and call me back. This was last Wednesday and I have yet to receive a call. Still seeing bugs. Today I called and asked for the general managers email. **************** said they needed information to determine if they could give that information out.

  

  Business Response

  Date: 08/31/2022

  The Region Manager contacted ******************** to discuss her concerns and refunded the inspection fee as they did purchase the treatment and did not have it deducted from the job. ****************** stated she is satisfied with the service that was performed and the next follow up date set with *****. We apologize for any inconvenience in this matter and will continue to resolve ********************** pest issues.  
  

  Customer Answer

  Date: 09/05/2022

   
  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,
  
  Trace ********

• Initial Complaint

  Date:08/27/2022

  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.

  This is for the inspection of the Termite Bait Stations they placed around my house 4 years ago. Its done on a "pay in advance" basis. I received the annual invoice in the amount of $277.02, which I paid on May 3. They are supposed to inspect the stations in August. Since no one was in contact with me to set up a date, i began calling on August 1 to get on the calendar. I was told that someone would call in 24 - 48 hours to make arrangements. Nothing happened, so I call again on August 3 and spoke with ****** who told me the request was submitted and someone will call in ***** hours to make arrangements. Nothing happened so I called again on May 5. On that call *** told me that she had "escalated" the request and I would hear from someone in ***** hours. On August 8, I called again because I had not received a call. During this call ****** told me my Bait Monitoring was scheduled for August 26. No one showed up to check the bait stations. Remember that I've already paid for this service over 90 days ago! I called this morning to find out what happened. I talked to ***** who told me my account was marked "Issue Resolved August 25". She said she will send a message to the Manager to call and schedule my appointment AND I SHOULD HEAR FROM THEM IN 24 - 48 HOURS. It's a scam and fraudulent practices and I want some help to get the service I paid for.

  

  Business Response

  Date: 09/01/2022

  The local branch contacted ************** to discuss his concerns and the Service Manager visited the property on 8/29 and performed **************** inspection. If ************** needs further assistance, he may contact us at **************.

  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:08/27/2022

  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.

  During the month of August 2022 specifically during the week of August *****, 2022. I have called to request for a service technician to be dispersed to my residence. August 22 @ 6:55pm August 23 @ 5:04pm August 24 @ 6:16pm August 25 @ 8:59pm August 26 @ 6:35pm Each time I called the Orkin number it was shared I would receive a call back. On August 24 Orkin sent their technician to a wrong address! I had already driven 1.5 hours one way to meet them at the residential address requesting service on August 24, but the technician was told to go someplace different then the requested service address! This was now a watse of my time and a total of 3 hours round trip of wasted time for me! The technician was so far away that he could not meet me at the correct address! On August 24, 2022 I called Orkin again to let them know how disappointed I was and how they wasted 3 hours of my time, gas expense, and still my service request was not fulfilled. On August 25, 2022, I called Orkin again- I was told a regional manager would call me before 5pm on the next business day. On August 26, 2022, I did not receive a phone call from ANY Orkin representative. It is now August 27, 2022 - there has not been a technician to solve the issue at my residence, I have wasted 3 solid hours in driving time, I have always paid my Orkin bill on time. Hence, Orkin does not value me as a customer. The district manager did not think my case was important. My request for service has been denied five times without a solution and has cost me more money, time, and SERIOUS frustration with five consistent Orkin phone calls made over five consecutive business days without resolution to the initial request for service.Would you use a service like this for your property? Go to a different business and hopefully they will treat you with honor, follow up, and result to the business agreement that you have with that company!

  

  Business Response

  Date: 08/31/2022

  We apologize for the delay in this matter. The branch manager spoke with ************ on 8/30 and confirmed that she was satisfied with the service performed on August 27th.  The manager also processed a refund of $107.16 for the missed appointment. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/26/2022

  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.

  They charged me over $2,000 for termite treatment and I have been begging them o come since February and they never came i then asked for refund and they said they would refund me and never did.

  

  Business Response

  Date: 09/16/2022

  We apologize for the delay in this matter and not being able to meet **************** at his property after multiple attempts on both our parts.  The Branch has mailed the requested refund to *****************  Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for a refund check since July 1st (approved June 14th) from Orkin. I have yet to receive it despite at least a dozen calls to the local branch who continue promising me it is "on the way" and that the ******* office (Headquarters) is responsible for the delays. I am beyond frustrated. I need the refund check. Orking Account ********, under ***************************

  

  Business Response

  Date: 08/31/2022

  We apologize for the delay in this matter. The local branch office contacted ************** to discuss her concerns and asked if she had received her check and she stated he had not, but let us know she that she moved to a new address and the check went to her old location. Her mail is being forwarded to her new address. The branch updated her new address in the system and the manager gave ************** her direct cell phone if she has any issues. He also advised if she hasnt received her check by Friday to call him directly and that we could reissue a new check  to go to her new address. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 09/05/2022

   
  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:08/25/2022

  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.

  On 7/18/21 I cancelled my appointment for 7/19 extermination because I wouldnt be home. I was billed for service that I cancelled. I arranged for visit 8/15/22, because I would be home. I waited all day, for service , because the need was for extenination inside my home. No one showed up on 8/15/22, then again I was told someone would come 8/25/22 between 2p-4 p. I stayed home all day, no one came. Orkin is currently billing for 7/19/22 $124.63 which I cancelled 24 hours prior, and 8/15/22 for another $124.63, when I received no service

  

  Business Response

  Date: 09/22/2022

  We apologize for the delay.  The Region staff Region contacted ******************** to discuss her concerns and rescheduled her ********  They also confirmed that moving forward her service will not be completed unless it is confirmed with her and we are able to treat the inside of her home.  **************** charge was removed and given a $50 discount on her August ******** Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 09/22/2022

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

  today I see an email from Orkin stating theyre coming tomorrow 9/23. I did not request service. Please do not send anyone to my home.   8/15 when I requested service, stayed home all day. No one came. I have camera around home nothing displayed Orkin tech on that day.  

• Initial Complaint

  Date:08/25/2022

  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.

  On 7/21/2022 I agreed to a dry zone contract agreement that includes: destroying fungi, remove insulation, clean, treat and seal, install sump pump and plumbing and INSTALL DEHUMIDIFIER (includes drain line and gfci outlet).The dehumidifier is backordered, we have called 3 times and have gotten no callback. The concern is that we received a bill for the full amount of $12,352. (90 days same as cash and was told HAD to sign for a payment plan). So billing was to start AFTER COMPLETION. We are still well within the 90 days, (and plan on paying within the 90days to avoid the interest) they are billing us for the industrial dehumidifier and its installment and electrical service and follow up inspection that has not occurred yet. My husband called twice to our local manager ****************** at ************ within the past two weeks and has not received any response. I called the **************** and emailed the website and received confirmation email that they will call shortly ( Aug 24 *****). And no one has called back. I have no problem with the work that has been done other than it needs tape reapplied in an area close to the entrance to crawl space which we plan on showing the guy who comes to inspect. I do not want to pay the full amount before the work is complete and was told the billing wouldnt start until work was completed. We have emailed *********************** (sales guy and inspector? ). No response. Please let me know what I should do, as if I pay the whole amount isnt that agreeing that the job is complete?

  

  Business Response

  Date: 09/09/2022

  We apologize for the delay in this matter, the Region Manager contacted ******************** to discuss her concerns.  The  installed dehumidifier has been installed and repaired the plastic. The branch had a electrician inspect the the electric to verify that everything was wired correctly. The Region Manager gave ******************** his cell phone number, if she needs further assistance. Again, we apologize for the delay in this matter. 

  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.
  
  ************************************************

• Initial Complaint

  Date:08/23/2022

  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.

  Two weeks ago, Orkin tech came to service our house. He apparently did not a good job; he did check the traps; some were pretty full of bugs. He di not spray along the walls, within the inside shutters or the garage. He did not treat the ants around the pool, although we told him to do it.On 8/16, our maid found a live scorpion in the kitchen.On 8/17 at 9:19 am, I called Orkin at ************. The call lasted 5mns 18 seconds. I talked to a man. He apparently took notes of the facts detailed above. He said he would dispatch a tech right away. To date no one has called us (six days after the call)

  

  Business Response

  Date: 08/26/2022

  We apologize for the inconvenience in this matter. The Service Manager and staff member performed a full service interior and exterior on 8/25 at no cost to the Lagniers. They walked with the customer over the entire property and made some recommendation on conducive conditions found. They also discussed service duration and service type clearing up any confusion they had. The Service Manager left his business card and if they had any further concerns, they could contact him directly. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17757654
  
  I am rejecting this response because:

  Orkin failed to do the job 2 weeks ago and it is not due to any confusion from our part.

  I called to complaint after the service was performed.  No one contacted me back.  I had to file a complaint with BBB to get Orkin to contact me.  We could not seat by our pool for over a week because of the ants. I still want an additional free service in February 2023.  I already have a free one in November because of Orkin's previous failures.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 08/31/2022

  We apologize for the inconvenience in this matter. The Region staff tried contacting Ms. ******* to let her know that her **************** will be free of charge, unfortunately the Region staff was unable to connect with Ms. ******* and left a voicemail. If Ms. ******* needs further assistance, she may 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,
  
  **********************

• Initial Complaint

  Date:08/23/2022

  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.

  This company has not performed the service inn the contract.I signed the contract on July 19 ***** and the first day of service was supposed to be in the ************************************ performed the service and they did deduct the charge for the service from my checking account ( 71.25).I e been calling for the past 3 days and no one ever answers the phone and Ive tried numerous times at various times of the day.I want this contract cancelled, refund of monies and NO FURTHER CONTACT WITH THIS company.

  

  Business Response

  Date: 08/24/2022

  We apologize for the delay in this matter. Per ************************ 's request, the local branch is refunding the initial service as well as the first EP payment and cancelling the account.  The Branch Manager did reach out to ************************ to discuss his concerns but was only able to leave a voicemail.  If ************************ has any further concerns, the Branch Manager has left him his cell phone so he call him directly. 

  Customer Answer

  Date: 08/24/2022

   
  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:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have been a client of orkin for 10+years was good until our orkin person was in an accident and was replaced since then, service inside once, crappy service outside, doesn't come when someone is home, always unannounced on autopay called b/c we were charged for **** and august and my cameras never showed him here called customer service was told first we were on a payment plan which we aren't then was told for **** there was no one home (yep b/c we never get called when they're coming) so they didn't do inside and there was too much vegetation outside charged ****** then for august charged 8/19 $****** and there was no documentation of visit available to her at that time today, 8/23 i cancelled our service and requested a refund for **** and august she said no to refund but did cancel service

  

  Business Response

  Date: 09/19/2022

  We apologize for the experience ************ received as this is not up to our level of service, we strive for exceptional customer service. The branch reached out to the customer to discuss their concerns and per the ************ request, the account has been canceled and the branch has refunded the last two services, one via credit card and the other service was processed a check. Again, we apologize for any inconvenience in this matter and if ************ has any further concerns, she may contact the branch at **************.