Important information
- Customer Complaint:Advanced Pest Control located at 3945 - B Greenbriar Drive, Stafford, TX 77477 is a wholly owned subsidiary of Rollins, Inc. All complaints for this location are handled by the parent company. For information on Rollins, Inc. complaint handling history and rating, please click the following link:
Rollins, Inc. Report
Complaints
This profile includes complaints for Rollins, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,017 total complaints in the last 3 years.
- 347 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/30/2022
Type: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.
5)28/22 I called the ***** orkin number and was advised by them a technician would come out and spray for ********* bees. I was advised there as a warranty of 30 days on it if there's any problems to call back. he told me to call back on the 29th day just for the free respray. after the technician left the next day there were more bees than before I took his advice and hung some traps and did some other things I also started calling the company the next day to advise of the situation. after five or six calls I didn't receive any call back or any answer. that week I called the 800 number once again they assured me to call and leave my name number and that they would get back to me.they never returned calls and they never fulfill the warranty I still have the bees and as far as I'm concerned this was a waste of $291. With a warranty I felt safe buying the service but with the warranty not fulfilled I still have the bees and I still have a problem
Business Response
Date: 08/23/2022
The Branch Manager has tried contacting ****************** multiple times with no return response. If ****************** could contact us, we would like to resolve her pest concerns. ****************** can contact us at ************.Customer Answer
Date: 08/23/2022
I returned calls numerous times to be put on hold as before. I rec'd two messages from orkin. I have phone records show my calls to the jenison mi number. There were 9 calls since July 30.Business Response
Date: 08/31/2022
We apologize for the delay. The Branch Manager did attempt to call ****************** leaving her a message stating that she was issued a full refund by the branch. The manager did leave his number if she had any further concerns.Initial Complaint
Date:07/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We contacted Orkin reference a potential bat problem in our attic. The Orkin ************** arrived a few days later (end of June 2022; I can get exact dates if necessary). *****************************, the consultant, advised us our entire roof, which was replaced in 2020, would need to be sealed and the holes in the stucco would need to be sealed. He stated that this was a substantial job that would require an entire crew to handle, and it would take all day to complete. He further stated that the cost would be $4800 to complete the work he listed.There was a lift rented by Orkin that sat on the street in front of our house for three days before it was used and several days after that. The crew that arrived worked for approximately 90 minutes and when they packed up to leave, my husband asked them about the work. They replied that they didn't know this was a bat extrusion and told him to call to ask for a price reduction. We don't know what work was performed in those 90 minutes. We contacted Orkin asking for a breakdown of the work because many holes were evident in the stucco, and they said they'd send a supervisor to check it out. I specifically asked to be notified before they got there so I could be present. They did not notify us of their arrival. They appeared to stuff steel wool in a couple of lower holes and left; nothing has been sealed. The We have since sent numerous emails requesting updates on the work, plans to complete the work, or at least a reduction in the cost because the work was not complete, and they have not replied in about two weeks. When they did reply earlier on, they sent a form that showed they responded for TERMITES. I'm not sure what the next step is just to get an explanation and a resolution for this. I do not feel they did $4800 worth of work in the 90 minutes they spent at our home, then returning to stuff steel wool in a couple of holes.Business Response
Date: 08/17/2022
We apologize for the delay in this matter, Orkin contacted ******************** to discuss her concerns and agreed to removing half of the service charge of $2,400.00 from the account. Again, we apologize for any inconvenience and if ******************** has any further questions, she may contact the branch at **************.Customer Answer
Date: 08/17/2022
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:07/28/2022
Type: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 had service scheduled for my house at ************** from 10:00-12:00 on 7/27/22. When the technician did not arrive by 12:35, I called to let the company know that since they did not arrive in the 2hr time frame they said they were going to, I could not wait around any longer and would need to reschedule. I had to leave this as a voicemail because no one answered the two calls I placed. I already had to reschedule from the last scheduled visit when I was informed the tech was running 2 hours behind. The technician did not show up until 2:00 and I had NO contact from anyone and my Card was still charged $105. I emailed the branch manager, *********************************, about this issue and did Not receive a reply.Business Response
Date: 08/03/2022
We apologize for the experience that ************** has experienced with Orkin. The manager contacted ************** to discuss his concerns and refunded his money for the past service of ******. Again, we apologize for the inconvenience in this matter.Customer Answer
Date: 08/03/2022
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:07/26/2022
Type: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.
Keep getting bills for services NOT done. I keep calling and asking to correct the issue, but they keep sending a payment request, either for mosquito spray, which was not done, or for monthly charge, which not only was not done. I requested, several times to cancel my account and cancel any information that they are using to ****. I keep calling and all I get is to be placed on hold for an insane minimum of ***** minutes and not getting any resolve from them.Business Response
Date: 08/05/2022
We apologize for the inconvenience in this matter. The manager contacted ********************** to discuss her concerns. The manager cancelled the mosquito service per her request and refunded the last payment of $118.50. If ********************** needs further she may contact the branch directly at **************.Customer Answer
Date: 08/06/2022
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,
Coco *********Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were receivinervices from Orkin for quite a while and it was in my fiance's name they debited his bank account every month and our problem had been solved about the pest that we had when they work when they actually show up and do their job they're good at it what they do but getting them to come and do what is the problem long story short they were taking money out leaving notes on the door saying that they were coming all the time well we didn't have any pests problems going on so we continued paying and we started seeing some signs that maybe they weren't doing their job as well as they were we never thought that they were actually weren't really coming not at first but anyway that's what happened they were not they were just putting notes on the door and taking money and they were not coming because little did they know I was not working any longer and I was home for 2 months in a row that they claimed they had come and did services I called and I asked them no longer to come do any services at my house without scheduling it with me first and making sure that they meet with me and see me face to face they continued to do it take money out of the account I was home on three occasions that they claimed that they provide a service for us nobody came I was here the entire day I never left so we knew what was going on my fiance unexpectedly came down with two Cancers and was very sick and we weren't planning on paying them anyway but we just haven't had time because everything going on to really deal with them but they were harassing us unbelievably because they were no longer able to take the money out of the bank account he was in the hospital and one day I finally answered and told them what was going on they're still claiming that he owes them money we don't owe them anything because they weren't even providing services for us they were lying to begin with so it's been a year we have pest problems so I called them in my name set up service and they never showBusiness Response
Date: 08/15/2022
We apologize for the delay in this matter. The Region staff contacted **************** to discuss her concerns on July 29th. The account has an outstanding balance and once paid Orkin will be happy to start a new service for her. If **************** needs further assistance, she may contact the branch at **************.Customer Answer
Date: 08/17/2022
Complaint: 17624059
I am rejecting this response because: I have never had a account with you period. There is no outstanding balance owed by me in any way. If your referring to my fiance's old account he doesn't have one either because like a fool he paid his account and we are receiving your services and have been for weeks now. This has nothing to do with the complaint. Irrelevant. Nobody has any outstanding balance with your company so come up with another one.
Sincerely,
***************************Business Response
Date: 08/22/2022
Orkin has tried contacting **************** via email and phone to resolve her concerns with no return response. The phone is not setup for voicemail for us to leave a message. If **************** could contact us at ************** we would like to resolve any concerns.Customer Answer
Date: 08/22/2022
Complaint: 17624059
I am rejecting this response because:
I'm not sure about missed calls but I'm absolutely certain I have not received one email from orkin and I know that to be true because we have been trying to contact him for over a week now because the services they did we have not seen any relief at all in the problem if anything else we found new problems and we've tried to get someone to come back out again because he did not do absolutely anything and we keep getting lied to ignored or put off I just called the number that you left in the message here for me to call and it sent me to my local office which is where I've been trying to call for a week so that's no good and there is no into this nightmare with orkin it seems but I did respond and as usual no one helped
Sincerely,
***************************Business Response
Date: 08/26/2022
The Region Manager has continued to reach out to **************** with no return response. Orkin would like to resolve her concerns, if she could contact the ************* at ************. We apologize for the inconvenience in this matter.Initial Complaint
Date:07/25/2022
Type: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 I contracted with Critter Control to have services done at a cabin I own in ************ **. At the time of signing we agreed to have the payment paid in full by May 18th. 2022 without any penalty. in april I contacted the individual I had signed up with to get a copy of the **** so I can turn it in and have paid by the trust ( as the cabin is held in a trust). I let ******************* {sales individual} know that the **** needs to be made out properly, which should read ************* FBO ***************************. After numerous calls and text to ****, he had informed me that ****** in billing has made the neccesary change so the **** could be paid. THIS IS WHERE THE PROBLEM BEGAN... Rollins ****************** is who Critter Control sends thier billing to when you choose to pay at a later date. BY the middle of may and numerous phone calls to Rollins, I am told they cant change the name on the contract which was explained over and over with every call that the **** need to be made out to ************* FBO ***************************. For some reason the day we signed the contract for service with ******************* they put the **** in my wifes name, ***************************. Fast forward to June we decided after numerous calls and hours of time spent on the phone with Rollins we decided to pay the contract price of $2,593.00 out of our pocket, certified mail letting them know the **** is paid in full and that we are not paying the $226.34 late charge as we have tried to pay the **** for 3 months. My wife and I have been on the phone still waiting for the supervisor ****** to call, whom ******, another Rollins employee said would call. Today I received another **** This time made out the correct way for the $226.34 I'm sorry, In no way should I be responsible for paying this late fee when long before the **** was do I was trying to get this name corrected to be turned in for payment. Rollins claims all calls are recorded... there should be a good record of all my inquires. Please Help !Business Response
Date: 08/15/2022
We apologize for the delay in this matter. The Rollins ****************** has removed the late fee's assessed to the account and sent a paid in full letter to the customer. We apologize for any inconvenience in this matter.Initial Complaint
Date:07/24/2022
Type: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.
Called for initial extermination empty house, no attic inspection, no glue traos, very little spraying. Roaches all over when they left. None dead all alive. Worst ever. I want full refund & cancel serviceBusiness Response
Date: 07/25/2022
We apologize for the delay in this matter. The Branch Manager contacted the ******************** to discuss his concerns and per the customers request the account has been cancelled and a $150.00 refund has been processed. We apologize for any inconvenience in this matter.Initial Complaint
Date:07/22/2022
Type: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.
In July of 2021 I paid Orkin ***** dollars for their services they came out monthly to spray ************ month a new man different from the man that usually comes with another man who says hes a manager told us the the man that usually comes had did our services wrong and that we needed to clear our house out again. I work a lot and I am unable to do that I had already did it once per there request and couldnt do it again. When I tried to contact them again and get this resolved they told me that my services had been canceled. I have been calling for weeks now and I am told that a manager has to call me back every time I havent received any calls from anyone from Orkin. Now Im out **** dollars and still stuck with my pest problem.Business Response
Date: 08/16/2022
We apologize for the delay in this matter. The Region Manager has tried contacting ****************** to discuss her concerns with no return response. The manager left a voicemail concerning the status of the account and if should could prep the home and call us that we would give her a complimentary service. ****************** can reach ** at ************ or **************.Customer Answer
Date: 08/17/2022
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:07/22/2022
Type: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 paid for a pest control service in May, 2022. I never got the service. I called once and was told I'd get the service in a week or so. That never happened. I called at least two more times and never got a call back. I submitted two complaints online and never got a response. I paid $117.53 for the service in May and would like a refund.Business Response
Date: 08/01/2022
The local branch contacted ************ to discuss his concerns. The home was serviced on 7/28 and the payment on the account was a credit and applied to the 7/28 service. We apologize for any 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:07/21/2022
Type: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 service with orkin for mosquito and spiders, earwigs, etc. Last year we had a tech come out routinely and he did a great job. This year they have sent me a girl who later told us she wasn't even certified to complete the work she was being sent to do. It was apparent because she did not do a good job and we had spiders, bugs returning and the mosquitos are out of control. I called and told them I would not pay until they corrected the issue. They told me it didn't work like that and I would have to pay the **** and then request a tech to come correct it....pay for a service that never worked!!! Laughable! I asked to speak to a manager...the person I spoke to on thr phone told me she sent my request through and I would hear from a manager within 48 hrs...that was 2 weeks ago and I never heard from anyone. Orkin then sent me a text saying a tech would be at my house a week ago on Monday...Monday came and no one ever showed up. It's a complete and utter joke. I hope they try to take me to court for the money owed so I can counter *** for twice the amount. This place ***** at what they do and the customer service is non existent. Sending me a tech that isn't certified to use the chemicals is wild.Business Response
Date: 08/10/2022
We apologize for the delay in this matter. The Branch Manager contacted **************** to discuss her concerns about her *******. The ************ was performed at no cost and the June ******* was refunded. In the future, if **************** ever has any further concerns, she may contact us at ************.
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