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:07/21/2022

  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.

  We called Orkin and informed them that we had wasps in the corners outside the house and by the vent to the attic. They said they would send a technician out to fix our problem. The man they sent did not bring a ladder, and sprayed from the ground for less than 5 minutes. He said we could schedule another appointment and they would bring a ladder. Come to find out they will not bring a ladder and the wasps nests he sprayed where still up so the wasps just came back. Since they will not spray into the attic, we called saying we were unhappy and would just like a refund of the $300 since our problem persists in the attic and the spots the tech sprayed. They told us they could not do a full refund only half. However site says 30-day money back guarantee if youre not happy. Now it hasnt been 30-days but in the two weeks itll take to get there they wont go to the attic so I will still be unhappy. How is 5 minutes of time worth $150? And the nests are still there and we still have wasps! The customer rep I talked with with very rude and said that they did us a courtesy by refunding half the money. I asked to speak to a manger and she said one would call me without taking my name or number.

  

  Business Response

  Date: 08/10/2022

  We apologize for the delay in this matter. The Region contacted ******************** to discuss her concerns and agreed to refund her money for the pest control service. If ******************** needs further assistance she may contact the ************* at **************.

  Customer Answer

  Date: 08/10/2022

   
  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:07/20/2022

  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.

  **************** of the Orkin ************* branch #*** inspected our residence and determined there was an issue with a specific pest (ants). I signed several services e agreement in his iPad Tablet and asked for an email copy (still havent received it). THE ISSUE is he was here on July 13, 2022 and he scheduled a Tech to be here on Tues 7/20/2022. THEY NEVER SHOWED UP. Never called. I called the ************ of Orkin in GA 4 times already. Last call was today 7/21 and spoke to ****** who said she called the Local ********************************************** TWICE.. each time, and I quote THEY HUNG UP ON ME said ****** of Corp. Orkin ***************** I, personally called the local number given to me by Orkin ************ and No one answers. I have also text and repeatedly called and left messages for **************** (inspector from 7/13) on the cell number HE CALLED ME FROM and Im getting no replys to my calls, my voicemails and my texts. ****** at *********** said she was giving this info to her Manager to help with. Im VERY BUSY at work and as the primary Care Giver to my elderly Mother. Its OUTRAGEOUS, DISRESPECTFUL and completely UNPROFESSIONAL behavior demonstrates by a local branch of this long established National Chain business. Ive lost a a day and a 1/2 work that my billable rate consulting is $250 per hour and I had to hire help to cover for the care of my elderly Mother during the time window of the MISSED SERVICE. Extremely disappointed and monetarily damaged by the actions of Orkin especially Branch #*** in *************, ********.

  

  Business Response

  Date: 08/10/2022

  We apologize for the delay in this matter. The Branch Manager completed the initial service on 7/22 and treated the areas of concern. If the Rosalia's have any further concerns they may contact the local branch at **************.

• Initial Complaint

  Date:07/20/2022

  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 Wednesday July 13th we had scheduled a technician to come out between 10am-12pm. They were to spray my grandparents home inside and out for click beetles. I took off work and arrived to the home at 8am to bag up clothing and bedding and move some furniture to better accommodate the technician and also protect my grandparents belongings. 12pm rolled around and no technician came so I called Orkin and the customer service rep said to give them an additional 2 hour window, and that someone should be out by 2pm. We sat and waited and finally 2pm rolled around and still nothing. I called Orkin back and the rep transferred me to a woman I believe named ******. She proceeded to tell me she was the only one in her office and was behind in her calls, however there wasnt a technician that was available to come out that day. No one called to reschedule before the 13th, no one called the day of, no one called ever. They left us hanging. It was the worst experience I have ever had. I lost a day of work, we went out of our way to prepare the home, all for nothing. THE WORST. Honestly, we still need the house sprayed and I definitely think they should do it at no charge after what they put us through.

  

  Business Response

  Date: 07/25/2022

  We apologize for the delay. The local branch serviced Ms. ********* home on 7/23 and waived the initial service charge. If Ms. ******* needs further assistance, she may contact the local branch at **************.

  Customer Answer

  Date: 07/25/2022

   
  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. The local branch was WONDERFUL! It seems to be an issue with the call center, not the local branch. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2022

  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.

  I am having trouble requesting a cancellation of my services as I am being overcharged. I was told verbally, and it is also stated in my one year contract, the agreement is for 6 bimonthly services charged at $50 per service with a total recurring investment price of $300. I have been charged $100 per service of which I did not agree to per writing. I would have not agreed to do business with this company if the agreement stated $100 per service. I am having so many issues with submitting a request to be refunded for each overcharged amount per service that was charged as $100 as it is misleading and illegal to have a client pay more than what is agreed upon per verbal and written. Ive been contacting Orkin for longer than a week and no one seems to help. The manager whos been emailed multiple times have not contacted me back, its getting ridiculous! Im speaking to so many customer service representatives who keeps leading me to a local office that refuses to help. JUST CANCEL THIS AND REFUND ME! Its your mistake, NOT MINES!

  

  Business Response

  Date: 07/22/2022

  We apologize for the delay in this matter. The Branch Manager contacted ****************** to discuss her concerns and agreed to refunded the two payments that had been processed on her account.  ****************** also wanted to cancel her account and that has been resolved as well. In the future, if ****************** ever has a need, we are hopeful she will give us another chance to prove our commitment in providing exception pest control service. Please contact us at ************.

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising 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 6/10/2022, I contacted Orkin for a rat infestation in my home. An appointment was scheduled for 6/13/2022 for a technician to come out to my property. After arriving 4 minutes after the scheduled meeting, the technician had left my property, I called customer service immediately and they told me I had to reschedule. After asking for a supervisor, one called a day later. *******, manager from Orkin, reached out to me and apologized. He sent out a crew a couple of days later. After the techs and even a supervisor came out to my home, they explained to me that the work that had to be done. The work included to remove all insulation from my attic, since the rats had lived ** in the attic for years and it was heavily contaminated. The work quoted also included trapping/removal of the rodents and sealing the house for the rodents not to get into my house. I was quoted $4,504 for the work, I agreed and signed a credit approval and a commence work notice. On 6/22/2022, a large crew from Orkin came by, removed the insulation and replaced it with a new insulation. According to them, they also sealed the house and set up traps. The final step was to sanitize the attic. Since this date the attic has not been sanitized and the rats are still in my house. They are chewing away between the walls and I am sure they are going to the attic to contaminate the newly installed insulation. This is a health hazard and nothing has been done to remove these rats. I have called and messaged the manager *******, but I am being ignored. Please help me resolve this issue. Up to this point I want to hire a different company to get the job done right and get my money back from Orkin, since they have failed to meet my expectations. I would like to honor their money back guarantee policy. Please help me to either have them complete the job or to cancel my contract/get my money back. I have to add that Orkin has failed to provide me with a work order that I have requested in several occasions.

  

  Business Response

  Date: 07/28/2022

  We apologize for the delay. The Service Manager contacted ************** to discuss the issue with the hollow wood floor, where he believes the entry is happening.  He explained that we can not exclude or inspect under that floor, but we will continue to trap where we can. Trutech is scheduled to inspect and work with ************** on 7/28 on the floor situation and see if they can do anything more for him. Orkin will continue to work with ************** to resolve his pest issues. 

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17586916
  
  I am rejecting this response because:

  Your staff failed to meet my original request, instead they made me sign a Orkin-Therm contract, which was not explained to me as far as the scope of the work. The very same day that your staff came into my house for inspection to check the degree of the problem, they explained that proper exclusion work had to be performed and rodent/wildlife removal, and the final step was the attic remediation (Orkin-Therm). What I asked for was, first the exclusion repairs outside my home to prevent the rodent from coming into my house, then the rodent/wildlife removal, and finally the attic clean up. What your staff did was the attic clean up, patch up some holes in the attic and that was it! They completely failed to meet my original request. I am not happy with the way your company has conducted towards my needs as a customer. My needs have not been met, I am not happy with the level of service provided. There is a big miscommunication among your staff, which has resulted in me having to spend all of my budget on the last step of this process. Two items are still pending, which I though had been cover by my original request. But I found out yesterday, when you other company Trutech came to inspect my home that the exclusion has not been done, please refer to the added Service Agreement with additional fees. I would have loved to see something like this from the beginning breaking down what would be required to meet my demands, which again GET RID OF THE RODENT PROBLEM IN MY HOUSE! The solution to this problem would be to satisfy my needs is either have the new quote from Trutech (attached) be waived for me to not be responsible for this payment, since your staff from Orkin failed to explain this to me in a Service Agreement/work order, which I requested several times.

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

  

  Business Response

  Date: 08/03/2022

  The manager spoke with ************** and discussed the hollow floor that he needs to address and items that Orkin can help with this week. We apologize for any delay in this matter and we will continue to resolve ************** pest issues. 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17586916
  
  I am rejecting this response because:

  Yet again your corporate office fails to respond to my complaints. Your responses do not address my concerns and previous requests. You keep mentioning "Hollow Floors" that does not have anything to do with my initial complaint! Your company advertises "Rodent and Pest Control", which is what I initially requested. None of this has been done to correct my rodent problem. It seems as though your company does not have a clue of how to do this work. I am extremely disappointed with the level of professionalism and service of this company. I wish I have never have hired your services. I will make sure that consumers are aware of your poor and lack of customer service when attending complaints.

  ***************************

• Initial Complaint

  Date:07/18/2022

  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.

  On Monday, July 11th via on-line, I submitted a request for a call back to get a quote. On Tuesday, July 12th, a representative called me back but I was not able to take the call. Therefore, I called the telephone number back that was left in the voice message ***************). I spoke to a representative and discussed the issue I was having and pricing. The issue is spiders. The representative started quoting me a price for a plan. I asked him about the pricing for a 1 time visit. He quoted that as $309 (or something like that). We started talking again about the 1 year plan. He told me the initial visit would cost me $153.70 and then every two months I would pay $45.00 per visit. I told him, I would go with that plan. I verified with the rep on the link that I would need to pay $45.00 every time he came out which would be every 2 months...not every month. When an Orkin rep came to my house on 7/13/22, he asked me if the contract was explained. I said yes, but both me and my son asked why? He said, my contract was for one-time visit at $309. i told him that was not was I selected. He gave me his card, told me to call and speak to ****** I called and spoke to ********* ******** told me they would pull the call and honor the price if that is what was said. Was told they would call me back in ***** hours. No one called me back. I've always had to call back and they are telling me the rep quoted $153.70 and then the easy payment plan of $45.00 per month. I told them, that's not what he said. he said $153.70 and every 2 months when they come to spray, it would be $45.00 (not every month). This is not what the rep said. I told them I wanted to listen to the call. A quote was stated and not honored. I think the rep may have misquoted, but I went with what I was quoted. And, then why did they change my request to a one-time service for $309? Who told them to do that? They misquoted and then tried to change my plan as well.

  

  Business Response

  Date: 07/21/2022

  We apologize for the delay in this matter. The branch manager contacted ************************** and explained the Easy-Pay payment plan, which is why there was a $45 charge every month instead of a $90 charge every other month.  ************************** did not wish to continue service and the account has been canceled. In the future if ************************** has a need, we are hopeful she will give us another chance to prove our commitment in providing exception pest control service. Please contact us at ************.

• Initial Complaint

  Date:07/18/2022

  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.

  I currently have a contract with Orkin for monthly mosquito treatment and quarterly bug spray. I was working in my back yard and noticed mosquitoes were extremely bad. I returned inside my home to review the my the video recording system that I have. The following is how the technician treated the property. On Monday July 11th at 349pm the technician arrived at my property, at approximately 352 he started the treatment. At 404pm the technician left the property. He sprayed around the front porch and along by back patio. The agreement states that Orkin is responsible for treating the property not just a portion of the property.

  

  Business Response

  Date: 08/16/2022

  We apologize for the delay and inconvenience in this matter. The Branch Manager has refunded **************** for the last service and the account has been canceled per his request. If **************** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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 received something in the mail about automatic renewal. The termite service was a 1 time deal and I NEVER signed anything with ***** stating that my termite service would renew. I want to make absolutely sure that you all WON'T be renewing my termite service. I will decide if I want future service with Orkin. The only thing I have outstanding with Orkin is the 5 year guarantee where they come and check it every year for 5 years. That's all I have with Orkin that still needs to be finished. Other then that, I DON'T want anything automatically renewed.I'd call your customer service but the last agent I spoke with told me I'd receive something in the mail stating that my payments were fully done, but I haven't received that at all. She also stopped recording for some of the phone call and I don't know if she put the recording back on. I've never heard of a company stopping the recording like that. Can't trust your agents.So please, this is very important. Please confirm with me that I will NOT be automatically renewed for the termite service as ***** and I didn't discuss that at all and I NEVER agreed to an automatic renewal!2) Please close out my online account as well since I am done paying the loan.

  

  Business Response

  Date: 08/08/2022

  We apologize for the delay and in convenience in this matter. The *************** has verified that you will not be automatically renewed for termite service and the local branch will not contact ****************** via phone or email. Again, we apologize for any inconvenience and if you have further concerns please contact the ************* at ************.

  Customer Answer

  Date: 08/08/2022

  I clearly told ************************* that I also wanted my online account to be closed out since I'm done making payments. Why hasn't that been done yet? Why don't you all pay attention to your customers?!

  

  Business Response

  Date: 08/15/2022

  The *************** is verifying and will make sure that the online account is closed.  We apologize for the delay in this matter. 

  Customer Answer

  Date: 08/15/2022

  As of this moment I'm still able to get into my online account so I'm waiting for them to actually close it. I will be back in a month if they do not do what they said they would. ***** told me it was done, so lots of lying happening on *****'s part.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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 used Orkin pest control for over 10 years. In the past few years, they have downsized and consolidated branches - now *********, **. I have had the same tech for many years, and he has been exemplary. My complaint is with the management. Despite having a "we're not happy until you're happy" motto on their website, the manager is obviously not concerned about a long standing customers satisfaction. Despite ants, roaches and mosquitos coming into the house and yard since the last serves, the manager refused to send out a service team citing a past due amount. I will pay the past due amount once the service I was charged for and subsequent response to resolve my "unhappiness" is performed. Orkin has raised prices every year without notice beforehand. Their price increase and inability to provide the service and response stated and expected have led me to post this review so others can avoid their poor product, service and price increases.

  

  Business Response

  Date: 08/05/2022

  We apologize for the delay in this matter. The Region contacted ************ to discuss his concerns.  The Region asked if we could earn his business back by scheduling his service and crediting the acct for the balance due and adjusting the rate to make it an even $100 through mosquito season. We also let ************ know he could submit payment through the online portal so he can help manage his acct that way. The Region also asked if he could reach out to the branch directly if he has any concerns rather than the tech, so we can have a record of any concerns he may have. 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:07/15/2022

  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 hired Orkin to spray a rental property I own in Oxford. The technician called on 6/23/22 and said he was on his way. When I received a work order/ explanation of what was sprayed, no mention of the inside being sprayed at all, and the charge was $360.51. A contractor was there at the time, and said that Orkin came, but walked inside, didn't spray, and then left. They charge extra for the first spray- which I was aware of, but that was supposed to be for the inside and outside, as well as an evaluation. I called and asked why they didn't spray inside, and was told because there was "no activity inside". I asked for the manager to call me back, and she informed me that she would go out herself and spray the inside- we were there all day and she never showed. Then I received a **** for $312.05 in the mail. I have called her numerous times over the course of two weeks since, and had to call someone else to spray. . Not only did they not do what they said they were going to do, I now have to pay someone else and get charged double again for the first spray. Then Orkin sends me a $312 ****? I should not be charged anything by this company.

  

  Business Response

  Date: 07/19/2022

  The ************* contacted ************** to discuss her billing concerns.  ************** received a ****, but we the branch did remove the service for her **** on 7/12. ************** requested that we send her proof that she did not owe anything. The Region did email a screenshot of her account for verification. Again, we apologize for the inconvenience in this matter.

  Customer Answer

  Date: 07/19/2022

   
  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,
  
  *****************