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:08/22/2022

  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.

  On may 11 2022 orkin came to my house because I had a big wasp problem and thats why I called. When the guy arrived I told him exactly whats going on and all he did was spray around the house and throw some powder on the gutters where they were coming from. He saw several hives all the way on top of our house and said they were to high for him to get and they probably arent live. Then continued to just spray the premiers which I couldve done and that was about it. They took my credit card number and told me it wasnt working 2 weeks after I gave it to them. Now I constantly get bills for $395.00 which is extremely high for what was done. I had to go through another company to finish the job and spend more money. My wife and I are willing to pay atleast half of the total bill. Please let me know and thank you for your time

  

  Business Response

  Date: 09/19/2022

  We apologize for the delay in this matter. The Region spoke with ************** in regards to the services performed. Since ************* was not able to be removed, the service price was reduced and ************** was willing to pay the price for the general pest control that was completed.  The Region gave ************** their contact information should he need further assistance. Again, we apologize for the inconvenience in this matter. 

• Initial Complaint

  Date:08/22/2022

  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.

  Service was to occur on 1 July 2022 We called Orkin prior to our service requesting the Orkin Representative bring a ladder as we had a problem with hornets nesting in the ***** on the roof. When the service rep arrived, he took a rickety ladder out of his truck and took it around to the back of the house to access the roof where we were having problems. He then said his ladder wasn't safe to climb on, and that he wasn't going to climb on the roof to spray for hornets. He did a quick walk around the house and performed a substandard service of spraying around the foundation. He did not spray for ********* Bees, which we were having active problems with around our deck, and stated that he was not going to bait the small rodent trap as this was not part of our service (this had been part of our service for the past several years and there was a trap placed by Orkin in our front flower beds). Basically all this service attendant did was park in the driveway, get a ladder out of his truck; refuse to use the ladder to access the roof to spray for hornets, walk around the house, not spray for ********* bees, and tell us that he wasn't going to bait the small rodent trap. He did not perform a service and we were charged for a service. My husband and I have called 3 or 4 times since receiving our bill requesting to talk with ********************* - our Service ********** time we call we are told that **** is not in the office - he's on vacation. I'll give him a note to call you next week. When **** doesn't call, we call the office again, to be told that **** isn't in the office, his wife just had a baby, I'll give him a note to call you next week. When **** doesn't call the following week, we call the office to be told that **** isn't in the office, he's out making service calls, I'll give him a message and have him call you...

  

  Business Response

  Date: 09/13/2022

  The Branch Manager contacted ****************** and apologized for not getting back to her in a timely manner and told her that he takes full responsibility for not contacting her. He informed ****************** that we don't spray the ***** off of a ladder for a standard service, but that we have tools like our bee poles we use to treat the ***** for bees as climbing a ladder with a back pack is not safe for our technicians. The manager also explained the reason the tech did not bait the bait station is because she is quarterly and bait stations are to be checked on a monthly basis. The bait station was probably put out in the beginning of her service as a temporary solution for mice and never picked up. He informed ****************** that he would credit off the balance from last service and scheduled a follow up service at no charge for Sept. 1st from ****am. The manager will also talk to the tech again about the service and going forward.  If ****************** has any further issues she may reach out directly to the manager with any issues.

• Initial Complaint

  Date:08/22/2022

  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 requested that a dehumidifier be installed in my basement May 2022. June 2022, the first scheduled visit they were unprepared, hardly any work was completed. The dehumidifier was dropped off and that was it. The location for the hose to drain to in their quote would not function so they left it there, brand new and not being used. They had to rescheduled a wall mold treatment becauae they did not know the quote included the wall treatment. They then scheduled another dehumidifier appointment for a different hose location and that also did not function. Those 2 more visits throughout June, caused me to miss more work to have to be home for more appointments. They were supposed to order more dehumidifier parts in early July 2022 to fix the hose location. I have made multiple calls to have the work completed and have received 0 return calls. The last voicemail left for me was 07/01/2022. I again left a voicemail this morning requesting that the contract be terminated and they come pick up their dehumidifier and take it back. I do not want this work completed anymore. I do not want to pay them a dime for 8 week old incompleted work after multiple appointments and no return calls.

  

  Business Response

  Date: 09/21/2022

  We apologize for the delay in this matter. The Region Manager contacted **************** to discuss her concerns and will be crediting her account $500 in addition to the initial interest that was charged this month.  A service was also scheduled to complete the rest of the service. Again, we  apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 09/26/2022

  This is in the process of being resolved after speaking with the Regional Manager.  Corrective work and finance adjustments are to be made in the near future.  At the moment, no work has been performed and I have not yet received documentation on the finance adjustments. Saturday  Oct. 1, 2022 is the scheduled date for corrective work and I am awaiting an adjusted bill/contract so this claim has not yet been fully addressed.  

  

  Business Response

  Date: 10/11/2022

  The local branch received the replacement pump for the dehumidifier and was installed on 10/01/22.  The branch gave **************** her next two pest services free, 10/07 and the next service in December. The branch has also processed a refund for $500.00. Again, we apologize for the inconvenience in this matter. 

• Initial Complaint

  Date:08/22/2022

  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.

  The *************** connected me with ************* ******** office. a man name **** came out twice both times he sat in his vehicle saying he ran my debit card through and all was fine. he had spoke to his manager ***** all was fine. so today I called to see when my next Bi-monthly appt. for pest control was for this month and i was told i had a bill owed for june 2022. i expl angrily. that i gave **** the pest control guy my debit card. the manager i spoke with ***** said he doesnt know why they didn;t run my debit card that day. it was a mis communication. but now they say i owe $90.-- past due. that wasnt my fault. **** said he takes notes when he comes to the customers home. so its in his notes he was was having them put it on my debit card in june 2022 visit to my home. he said all went through all was fine he had spoke to his manager and they ran my debit card. so no one called to inform me they didnt run my debit card through when I had the money on it. Iam on SSI disability i only get $800 a month so i dont have a extra $90. to pay for the past due. i had it on my debit card that day in june 2022. and **** the exterminator said it was run through and went through fine after he spoke to his manager. he said he logged it in his note book. now ***** his manager is telling me today there was a Miscommunication and they apparently didnt run my debit card through as **** the exterminator had said that day that he called his manager and it went through fine. I had the money on the debit card for the exterminator that day. I dont have it now to pay him. I explained that was their mistake not mine. it was not my fault if he didnt run my card. he said he did. and noted it in his notebook. for june 2022. so ***** the manager said well even if it was a miscommunication on their part. I still owe for ***** and he cancelled my account with them. I said it was not my fault or my responsibilty to make sure they ran my debit card through because the exterminator **********

  

  Business Response

  Date: 08/23/2022

  We apologize for the delay and inconvenience in this matter. The Technician did receive the payment information and was entered in the system but unfortunately not charged at the time of the service. The Manager discussed the issue with the customer and offered to give her another month to render the funds. The customer refused stating she doesn't feel responsible for paying and Orkin is at fault. He explained to her that was not the case and that she would still owe the money for that service because we had no record of her card being charged. We apologize for any inconvenience in this matter, the manager has cancelled the account with a balanced owed with refusal to pay. If the customer would like to discuss further she may contact the branch at ************.
  
  

• Initial Complaint

  Date:08/19/2022

  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 have three issues with Orkin. The first contract is for $9332.68, which was to install a ridge vent, remove the bats, seal up any entrances and install a cone so they could not return. The second contract for $9767.64, was to remove the old insulation, seal any holes, clean up the bat and rat feces, remove the insulation and install blown-in insulation as well as a spray to neutralize any ***** or urine residue. Orkin staff had a problem removing some of the plywood, so they put the insulation in as far as they could reach. I had someone come in and remove the plywood. This was the evening before they were to return and finish installing the blown-in insulation. Before they arrived I called and told them I saw three bats flying in the attic. When they came to install the insulation I was told they didn't see anything. I called numerous times within the following few months and was told they would get back to me or they would give the message to the manager. In June 27, 2022, Orkin staff came out to check for bats and do the monthly spray. I had him take pictures showing me where they were hiding. When I called to find out what and when were they going to do something about it, the person told me he was only there for a service and there is no record of him checking on bats. When I called, I was told they said would let the manager or supervisor know or someone will callback. On Aug. 11th, 2022, I spoke with ****** who said she would leave a message for the Branch Manager *******************. To date, I have not received a call. There are bat droppings on my items and the floor. They are also causing some of the insulation to drop on the lower level. The insulation has a pesticide in it. My third issue is with the monthly service, for $53.46 per month, which includes wasps and bees. They are finding their way inside. My roof is over 16ft tall so they can not spray properly with a 12ft ladder or from the deck. I requested they bring a ladder tall enough.

  

  Business Response

  Date: 09/14/2022

  We apologize for the delay in this matter. The branch completed the regular pest control service on 09/02 and removed the wasp nest.  The Region staff tried contacting the customer and was unable to leave a voicemail but sent an email requesting the customer to contact the branch to schedule the follow-up for the termite service. The branch is awaiting for the response to verify a date and time for the appointment. Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  Date:08/18/2022

  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.

  Mid June, 2022. Orkin came to control a rodent infestation in the attic. They recommedended a full attic rebuild, a complete home locking (plugging any holes), the removal of a beehive and ********* ants control.The representative said that within 30 days of service completion, Orkin would come back to do a full audit. The job was all done. Howerver, there are issues. 1-The bees came back. Orkin came back 3 times to fix it, but they are still here. 2-They removed a screen from one of the windows on the second floor and have not place it back.3-We have found already 4 dead rats on the backyard in front of the back door.We need them to come, fix the window, conduct the audit they said they were going to do and assure us that there is no rodent infestation, and the complete removal of the bees.

  

  Business Response

  Date: 09/15/2022

  We apologize for the delay in this matter. The branch serviced ************************** home on Monday and performed another retreat and sealed another area where bees were accessing the wall void.   We apologize for the inconvenience in this matter. If Ms. ********** needs further assistance, she may contact us at **************

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17733243
  
  I am rejecting this response because:
  
  Indeed they addressed some problems. In the case of the bees, they came one more time, didn't work. The bees were back. They came again this monday (09/12/22), and sealed some more. I want to wait until next week before I agree it is fixed, as they have came always back for the last 5 times Orkin came back.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/21/2022

  We apologize for the delay, the Service Manager retreated the home today, 9/21 and explained to ************************** that the bees will continue to come back for at least the next 4 weeks because they know the comb is still in the wall;  there is no way to access it the comb.  The branch is scheduled to be out at the home weekly until the pest issue is resolved. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17733243
  
  I am rejecting this response because:

  The bees are still here. They have been (as of today) 3 times here, and the bees are still here. Today they said it might be 3 or 4 weeks before we're sure the bees are gone.
  
  I will wait before closing the case.
  

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

• Initial Complaint

  Date:08/17/2022

  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.

  In January of 2022, I cancelled my Orkin Service due to moving from my old house to my current address. When cancelling my service, the assured me everything had been taken care of and I owed nothing else on my account. Since January, I have been receiving emails and text messages from Orkin monthly reminding me that a service has been scheduled and/or an Orkin tech is on the way to service my house. I have been calling and emailing this company monthly to remind them that I am no longer at that address nor a client of Orkin however, I continue to get these emails/text messages every single month. Every time I get off the phone with a worker, they assure me I no longer have an account with them but it continues to happen. I am unsure of what else to do.

  

  Business Response

  Date: 08/18/2022

  We apologize for the inconvenience and delay in this matter.  We have verified in the system that the Branch has cancelled the account and all future services on 8/17.  We apologize this matter was not handled sooner, you will no longer receive any notifications. In the future, if you ever have a need for exceptional pest control service in your new home, please contact us at ************.

• Initial Complaint

  Date:08/16/2022

  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.

  Pest control for cockroaches. Received bi monthly services for 3 years from this company provided by management of my townhouse community. In January 2022, I decided to hire them myself because their service was unsuccessful at eliminating a very mild cockroach infestation to begin with. I've been paying them $50 a month for their technician to mostly not even show up. It's been 2 months again and you can bet the cockroach population is back to ground zero. I have called multiple times angrily demanding a refund as they haven't even shown ** in months and haven't addressed the problem and besides that, 3 years of their service should have been more than suffice to get rid of the problem! And the past 6 months on top of that service too should have definitely eliminated the problem. But when technicians do finally service my unit, they are in and out spraying the windows for termites we don't have and that's all I get for $50 a month? This business is a sham and they may as well be spraying with water. I have never worked with any pest control service that couldn't get rid of big infestations within 2 months! This is people's money they are wasting and calling them won't accomplish a refund either. They will only schedule an extra service. I will not pay for another month of their service however. I do not recommend this company to anyone. Picture is of behind the fridge where the infestation is that they never actually spray behind because they are lazy and spraying windows for termites we don't have. 3 years of this!!

  

  Business Response

  Date: 09/09/2022

  We apologize for the delay in this matter. The local branch contacted ************'s to resolve the concern and agreed to provide a full refund of $488.50.  If ************'s have any further concerns they may contact us 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:08/15/2022

  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.

  When performing a service at my home, the employee of Orkin, a subsidiary of Rollins, Inc. did substantial damage to the ceiling by breaking trough the ceiling from the attic. Orkin's manager agreed to pay for the damage. I first asked for the Orkin insurance adjuster to send out a repair team. They said they would, but then after several frustrating months, they told me to fix it and send them the bill. I sent them a bill for $9,000.00 and despite repeated calls and emails they have gone silent. I have asked my company's general counsel tp call and they have ignored him. I do not understand how a company that is this unfriendly to consumers can have an A rating with the BBB. I have attached the email from the Orkin Manager acknowledging responsibility.

  

  Business Response

  Date: 08/19/2022

  We apologize for the delay in this matter. The Region staff contacted ******************** to discuss his concerns and agreed to refund the full amount of the invoice. We apologize for any inconvenience in this matter. If ******************** has any further concerns, he may contact the local branch at **************.

• Initial Complaint

  Date:08/13/2022

  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 have repeatedly tried to contact OPC to stop sending a **** to my address that I do not and does not live here. OPC keeps sending a **** for ********************* with a service address of **********************************************. It appears that owner may have lived here in **** 3 owners ago but that has been a a very long time ago. I have owned the house since April 2020. I dont know why I keep getting bills but even after repeated calls to get me off the list some how I keep getting bills every month for this individual. Please stop sending me invoices for a service I did not receive or request. You have the wrong billing address.

  

  Business Response

  Date: 08/15/2022

  We apologize for the inconvenience in this matter. The *************** has cancelled the account, so ************ will not receive any further billing notices. Again, we apologize for the delay in this matter.