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
- 1,019 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:07/18/2022
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.
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: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: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: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: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,
*****************Initial Complaint
Date:07/14/2022
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.
Contacting Orkin due to millipede and silverfish issues. Tech came out to home to inspect and said our issue was due to mice in the attic. He further said it the mice in attic can cause issues with babies and/or any elderly in our home. He said only way to to get rid of this issue is to due a full decontamination and replace insulation with TAP pest control insulation. We agreed with exception that charge would be interest free as it was over $7,000. He said it would be interest free if paid in full within 48 months. We received our service contract/**** from Rollins (Orkin) that did not specify what was agreed upon (interest free). Rollins was contacted and said it was 18% interest. I then contacted the Orkin tech who told me, again, it was no interest and that he would have needed my check stub and social security number to charge us interest. I then contact Orkin ***** and spoke with branch manager. He informed me he would speak to supervisor to see about a resolution. I have been going back and forth when them for over 4 weeks and have not heard anything back despite my calls and texts.Business Response
Date: 07/18/2022
The Region contacted ************************ to discuss their concerns and apologized for the experience she has received. The Region has removed $1,000.00 of the interest form their account and is addressing the communication issue with the local branch. Again we apologize for the inconvenience in this matter, if the Ms. ******** has any further concerns she may contact the Region directly at ************.Initial Complaint
Date:07/11/2022
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.
hired orkin to get rid of roaches a year later i still have roaches they have been taken ***** dollars out my account for about 7 months i paid 160 up front why are you taking ***** dollars a month they was coming every other month when i called about 6 months complaining i still see roaches i was told it take time that was after about 5 or 6 treatment it dont take this long to get rid of roaches i deserve half my money back since they did half a job so i can call another company please cancel serviceBusiness Response
Date: 08/04/2022
We apologize for the delay in this matter. The Region contacted the customer to address her their concerns. The Region explained that her service rate is 88 every other month and for the convenience of budgeting she is set up to pay 44 per month. They also wanted to make sure their pest issues have been addressed also. The local branch provided follow up services on on 7/14/22, 7/19/22, 7/21/22, 7/21/22, 7/28/22 & 7/29/22. We will continue schedule services until we have resolved the customers pest issue. Again, we apologize for any inconvenience in this matter.Customer Answer
Date: 08/04/2022
Complaint: 17551282
IThey came out 2 times so far not all them times roaches have calm down still seeing them
Business Response
Date: 08/09/2022
We are happy to hear that ******************** pest problem has calm down and we will continue to resolve her pest issues, the next follow- up service that was scheduled with **************** is 8/15. The ************* has agree to continue follow *** at no charge until the problem is taken care off. We also apologize for misstating any service dates, the *************** is reviewing the information with the local branch, rest assured your concerns are up most important and will be resolved. If you need further assistance please contact the local branch at **************.
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