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

  
• 

  Industrial Fumigant Company, LLC

  6663 99th St Chicago Ridge, IL 60415-1208

  
• 

  Orkin Exterminating Co

  1323 Shelfer St Leesburg, FL 34748-3928

  
• 

  Orkin Pest Control

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

  

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:08/10/2022

  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.

  I have a contract with Orkin. No one is responding to my request for service. I have made several phone calls to Orkin and no one responds appropriately to the issues. Their answer is always I will send them an electronic message to escalate the issue and currently I have had no one from Orkin to help resolve the pro twitch their local office.

  

  Business Response

  Date: 08/16/2022

  We apologize for the delay in this matter. The branch contacted ************************ to discuss her concerns and scheduled a follow-up treatment which was completed on 8/15. If ************************ has any further concerns, she may contact the branch at **************.

• Initial Complaint

  Date:08/09/2022

  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 had a serious problem with rats indoors and outdoors at my home, had tried many traps and even poison, but it kept getting worse. I found Orkin online, and *********************** (******** office) came to investigate in March, recommending 1) a complete exclusion, sealing the outside so rats couldn't get in & setting traps indoors, monthly checkups and a 4 year guarantee ($4,375); 2) Leafguard for my gutters so rats wouldn't find water there ($967); 3) increased insulation in my attic crawlspace ($2,214). Desperate, I borrowed the money to do all 3, signing contracts on 3/30/22. Workers came in April to do the gutters, insulation, and foam at identified holes and points of entry, & put baited traps in the house and crawlspace under the kitchen. A week later I found 2 dead rats in traps under the kitchen sink and 1 rat caught partially in a trap (still alive) in the laundry room; I cornered & put a bucket over it, and called Orkin. ****** came & removed the 2 dead rats, but when I picked up the bucket the rat ran off, trap attached. ****** said he wasn't allowed to kill rats but I could. I got a snow shovel, cornered & bashed it, ******* & threw it outside. I've continued to have rats inside (e.g., running across the floor in the middle of the day, stepping on a dead rat in the dark in the middle of the night), & many huge rats outside that ate holes in the foundation next to the foam Orkin put in. ****** came 3 times for a few minutes, did little. I've called the Orkin office *************) weekly since early June; the 1st time someone answered & I explained, but no one called me back; the other times I got voicemail & left messages - no one has ever called me back. No one has come to inspect the work (as promised). I reached ****** on his cell 3 weeks ago; he apologized & connected me with the new manager (****) who promised everything would be taken care of; sent ** to re-do the work & promised to come last week to inspect. Nothing. Everyone blames each other.

  

  Business Response

  Date: 09/01/2022

  We apologize for the delay in this matter. The Branch Manager and Region Manager went to the residence on August 16th and inspected the property.  They identified some additional areas to be sealed and had the follow-up service scheduled and completed on August 23rd.  The entry points were sealed and additional traps were placed out as well.  If ****************** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:08/05/2022

  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.

  I signed for Orkin in the month of July 2022. I specifically asked if I had the option to cancel my service. I was told that after the first two months of service that I would be able to cancel. I called today to cancel my service because my husband got laid off from his job. I spoke to ************************* over the phone. Everything started fine until I told her that I wanted to cancel. She said that I could not cancel for a year. I told her my situation and she showed no empathy whatsoever. She just kept saying that I signed the contract. Clearly I did not see the fine print which is my fault, but she showed no empathy whatsoever. Her inflexibility really upset me. She made it sound like I would have to pay for an entire year regardless of my family's harship. I got very loud with her and yelled. She did hang up on them. In addition to the call, the service has not seemed very thorough. We do not feel like the tehcnicians are going in depth with their service. I was lied to from the first phone call when I was told that I could cancel after two months. I am extremely disappointed. If this matter does not get resolved, I will not recommend your services to anyone. Thank you

  

  Business Response

  Date: 08/24/2022

  We apologize for the inconvenience and experience that ************************ received, at Orkin we strive for exceptional customer service. The *************** has confirmed that the account has been cancelled and the balance cleared per, **************************** request.  If there is anything further we can assist with, please contact us at **************.

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will steal from you. They will lie to you. They will threaten you. I was told to pay $275 upfront, in May to cover **** ****, and July... for rodent control. Then I was told in person by their inspector that my first payment would be in August. I signed an electronic form and was not given any paper copies. The company showed up to treat **** sq feet downstairs, **** sq feet upstairs, and a second **** square foot building with 4 small triangle rodent bait boxes. You need to have one box for every 100 sq feet or so to properly treat an infestation, and they did not bring enough for one building, let alone two. It was ridiculous. And a lot of c*** So... they took my money and they... don't even know how to do their job - pest control.After screaming about getting it right...Getting the number of bait boxes to cover the area...Here it is August. I'm expecting my *********** to start.I get a call from the office, and I am threatened. My credit rating is threatened and I am called a liar.They are trying to charge me AGAIN for **** and July and telling me the man who wrote this account is no longer with the company, so therefore "I" must be the liar. They don't even care to save the customer account, or anything, just "We are right" and "You are wrong." And continued to tell me how I was going to pay AGAIN for **** AND JULY When I made um.. run as far as you can to anyone else.do it yourself cheaper but don't get scammed by this locally owned Orkin Don't get threatened, don't have them rob you.I literally had to tell them that if they trespassed on my property I would have to use force in order for them to clearly understand to leave me the h*** alone. you don't want this mess.

  

  Business Response

  Date: 08/05/2022

  We apologize for the delay in this matter. The *************** contacted ************ on 8/5 to discuss her concerns. The *************** let her know that her account was canceled and Orkin will not return to her property. A refund check for $275.00 is in process and the Division expects to receive the check next week to ***** to ************.  The *************** verified that $125.00 was also written off the account. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 08/05/2022

   
  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:08/03/2022

  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 called multiple times to get information about a policy and they simply a) don't answer b) don't return messages c) don't give a ****. I paid $15,000 for a LIFETIME WARRANTY on our DryZone in the crawl space as well as the attic. NOW, they're saying that the crawl space is only a FIVE YEAR warranty. Excuse me? Interestingly enough, they're now REFUSING to to send me a copy of the warranty. Absolutely unacceptable for how much $$ Ive spent.

  

  Business Response

  Date: 08/05/2022

  We have emailed **************** for more clarity on her concern.  We would like to escalate her concern as soon as possible. Below is the email correspondance.

  From: **************************************
  Sent: Thursday, August 4, 2022 9:41 AM
  To: ************************** <******************************>
  Subject: BBB complaint - Dryzone Service

  Good Morning Chanece, the BBB has forward your customer concern regarding your ***************.  We apologize for the inconvenience in this matter and would like to escalate your concern to the Division office.  We just need to verify some account information.
  On your concern, you did not state the pest control company that you were dealing with, we did notice you have a Pest Control and Mosquito program with Orkin, is your *************** with them also?
  We also want to verify the address at where the *************** is at.  On the BBB concerns you have *************************************************************************************** 30092. Your Pest Control and **************** is at a different location 289 *************** ********, ** 30060-2343
  
  Please let ** know and we will escalate your concern ASAP.  Thank you

  **************** may also reach ** at ************

  Customer Answer

  Date: 08/05/2022

   
  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:08/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an agreement in April 2022 for pest control (monthly) and mosquito services (for the summer months of ****, July, August and September) for a monthly fee of $85.75. I was charged $240 in April for the first service call and $85.75 on May 30 and **** 30. I never received mosquito services in ****. The guy who came in **** was not certified to do mosquitos so I had to call Orkin and schedule a follow-up appointment. Then the next guy said there was not a fogger available to bring to our house. The guy who came in July told us the fogger "hurt his back". Once again, I called numerous times in July to schedule follow-up service and also to receive a credit for **** since we did not receive our full service package. When I called in July I was told someone would call me back about the credit and to schedule a follow-up appointment. No one called me back. The next time I called I was told we owed a $200 balance and a follow-up appointment could not be scheduled until we paid. I asked for a manager to contact me. They never did. I sent emails. I called back. Finally, on July 29 they apologized and told me there was no balance on the account and that was a mistake. She scheduled an appointment on July 30 *****pm for mosquito service and assured me a manager would contact me about a credit for ****. On July 30, no one came and no one called from Orkin to reschedule. I called back on Tuesday and said I want to cancel our service immediately, 2) reverse the pending charge for $57 on July 30 on our credit card and 3) to have a manager contact me about additional credits from ****. We paid Orkin $411.50 and all they did was spray the inside of our home. I have spent roughly 10 hours on the phone trying to resolve a very simple matter. This is hands down the worst experience I have ever had. The inability for a customer to be able to reach someone to resolve a dispute is unacceptable.

  

  Business Response

  Date: 08/03/2022

  We apologize for the experience and confusion ******************** received with Orkin, we strive for exceptional customer service, and it looks like we fell short. The Branch Manager contacted ******************** to discuss her concerns a keep her as a customer, but was unable to retain her business.  The manager has refunded her service and the account is inactive.  In the future if ******************** ever has 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 ************.

• Initial Complaint

  Date:08/02/2022

  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.

  April of this year I reached out to a company called Orkin to have someone come out and provide service. ******* one of the inspector came out. So he told me about the different services. I told him I was looking to keep mice and any other critters from entering my home. So he went around my home and took pictures came back and told me about my underneath siding had openings . I ask what could be done he mentioned a orkin shield around my home. Then he went on about termites and other stuff I wasn't interested in but I finally gave in and decided to do since I wanted to protect my home. So then the first visit the tech came out and put termite pods around my home. Then the next time they came out they did mulch. They never called and said when they was coming to do the job which seemed sneaky to me but both times I was home. Then maybe a week after all that I called ******* and asked when they are coming to put the barrier around my home he told me that since the way the material was for the shield that they couldn't put a shield around my but told me they already caulk it which no one told me they was doing. So you come to my house don't inform me and do work I didn't approve. So after that they tell me the shield which they didn't do was the same amount of them just caulking around my home is the same price. No it's not. So then calling a 100 times and getting no help. Finally when I said I was putting in a complaint they wanna start helping. They came to my house and did work I didn't agree on and never told me this is what they was gonna do. I could have said I didn't want that because I signed for something else to be done. Then *********************** manager calls and say we will take 500 off bill. No I don't even know if they did the work because to this day no one has shown me anything. I feeled I was taken advantage of. To this day I'm still trying to get some answers. From April to now. Nothing

  

  Business Response

  Date: 08/31/2022

  We apologize for the delay in this matter, Orkin was not able to complete one of the services sold to **************** and to rectify the difference, we credited $****** off the financing that was agreed upon. The refund was in place on 8/5/22.  A representative of the branch visited the home on 8/25 and came to the resolution that not only would **************** receive the ****** credit, Orkin will also do a complimentary service for attic insulation to make up for the cost **************** feels she is owed. This was agreed upon by both parties involved. Again, we apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 08/31/2022

  One of the managers come out to my house to check the work that I didn't approve.  There where issues with the job. So after we talk he said he would send out workers to do fix what wasn't done. After he gave me a proposal that they will do my attic free of charge for all the problem caused with them doing a job I didn't approve of. Now I need for ******* to let the Rollins people know to rectify my payment which I have been tact on interest and late fees because I will not pay something that was done without my approval and what is not in the contract I signed.  ********** also said I will receive a 500 dollar check I haven't seen that yet. But I still feel like I'm getting the run around because after he left said he would send me a email but I haven't seen that either.  As far as I'm concerned.  I shouldn't be paying anything because the work they have shown does not equal up to **** dollars. Either ******* or ***** needs to follow up with me. I call and get no results.  They say they gonna do something then I don't hear from them.

  

  Business Response

  Date: 09/08/2022

  We apologize for the delay in this matter. The Branch Manager contacted **************** and let her know that she will not have to pay for the interest of $450.00 that was accrued.  **************** also confirmed the appointment for the attic insulation service for September 12th. We apologize for any inconvenience in this matter. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 17657136
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  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.

  Hello my name is ***********************. On July 12th, 2021, I had an employee from orkin come to my residence to respond to a bat that had gotten into my home. I had seen bats outside and found one sleeping outside of my home close to a attic vent and wanted to make sure bats werent getting inside my attic. The employee from orkin did a investigation and found f**** inside of my attic along with a broken vent. The employee informed me bats were entering into my home and living in my attic. The employee gave me options to address my bat issue and so I agreed to have the work schedule for almost 2 weeks later. I have had such a terrible experience with orkin every step of the way throughout the process. The work that was outlined was not performed to the standard I was promised, management was very unresponsive for weeks and was very unprofessional. I submitted a letter of dissatisfaction to orkin which their contract required if there was issues with work and will be attached to this form detailing my initial experience with orkin. After submitting my dissatisfaction letter and making many attempts to get responses from management, I was finally able to get orkin to correct some of the work and give me a discount that was better then the initial discount they first offered. ( details in dissatisfaction letter ). Fast forward to June- July 2022 I have had multiple bats in my house. Orkin sent the original employee to do a annual inspection and he said he had no idea how they are getting in again. I have spent the last two weeks trying to get in contact with a manager from orkin, I have called every day and left messages with a member of dispatch who continues to apologize and that someone will call me later that day and I have still yet to be contacted. I am beyond upset with my experience with orkin over the last year and feel like my bat issue still hasnt been resolve even after spending almost $5000. I want this company to fix my bat problem or give me my money back.

  

  Business Response

  Date: 08/30/2022

  We apologize for the delay in this matter. Orkin went out and did a full inspection and found no entry points and no bats in the attic and walls.  There were bats roosting on the ***** vent screen, behind the ***** louvers, but everything was sealed very well and no entry points.  Orkin's conclusion was the bat came in thru a door or window.  **************** has request we screen over the outside of the ***** vents to keep the bats from getting on there, which we agreed to do.  **************** scheduled the appointment for 9-2-2022. If **************** needs further assistance, he may contact us at *************.
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  On 25Jul2022, I checked my checking account and noticed a payment of $18.30 to HomeTeam. Since I pay HomeTeam a flat rate annually every August, I called on 01Aug2022 to inquire about the charge. I spoke to a customer service rep who stated the charge reflected a price increase of $6.10 for my past three services in January 2022, April 2022 and July 2022. However since I prepaid a flat rate for a year's worth of service in August 2021, I should not have been charged. **** stated a refund check for $18.30 would be mailed to my home, however she then stated "no one at HomeTeam placed this charge". I find that unacceptable, if HomeTeam did not place the charge, then who did? I also find it unacceptable that I was not notified of the charge at all. I have removed my checking account as a form of payment since I cannot trust that further unauthorized charges will not be made. I also asked if a manager could call me back, however I not received a callback as yet. I am requesting confirmation that I will be receiving a refund check for $18.30 and that I will be notified of all future charges via email.

  

  Business Response

  Date: 08/02/2022

  We apologize for the delay in this matter. The local branch contacted ********** to discuss the billing issue and processed a refund for $18.30 that was charged in error. Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 08/02/2022

   
  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:08/01/2022

  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 Have attempted many times to have Orkin come to my residence to respray. I continue seeing the same problem. The female who always answers for scheduling appointments is hateful. Also, I am usually only given one to two days to pick for a respray. The male who sprays my house does not enter every room. I am extremely unhappy with Orkin Pest Control and want to end my contract.

  

  Business Response

  Date: 08/15/2022

  We apologize for the delay in this matter, the Region has tried contacted ************** with no return response. If ************** would contact us we would like to resolve her concerns and keep her as a valued customer. Per the customer's request the account has been canceled. ************** may contact us at **************.