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

  
• 

  HomeTeam Pest Defense

  12677 Silicon Dr Hts San Antonio West San Antonio, TX 78249-3412

  
• 

  Industrial Fumigant Company, LLC

  6663 99th St Chicago Ridge, IL 60415-1208

  
• 

  Rollins, Inc.

  1320 N Royal Ave Evansville, IN 47715-7808

  
• 

  Orkin, LLC

  9927 Valley View Rd Eden Prairie, MN 55344-3526

  

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:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bill was $2,000 and accompanied by a 1 year warranty. After 2 months time, in February I saw there was a problem and I have been trying to reach them since February. One person contacted me and said they said damage had been done by a squirrel and he would charge $500 to repair the damage the squirrel made after I had given them $2,000.00. I am seeking not to have to pay $500 and to exercise the 1 year warranty, trap the squirrel and to repair the damage.

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback, we apologize for the inconvenience in this matter. We would like to escalate this matter but need a little more information.  You did not mention the name of your pest control provider.  Please let us know which pest control company was rendering the service and we will research the matter. Thank you.

• Initial Complaint

  Date:04/03/2025

  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.

  We was told that we had to do a contract in order to start service and was told that it's policy but the policy will terminate after the 1st service. Just for us to get billed for more service. The man just came and performed service without my permission and unfortunately my son didn't know and he saw the man outside and was told that the service was paid so my son allowed service. I spoke to two managers one being ******* the office manager was rude and denied my refund. I advise to make sure the service is canceled she stated she did just for me to have a man show up at my home again this morning trying to to perform service and we turned him away.This is what happen last time. This is a rip off to the consumer and the service didnt even work we have never had issue with ants and after they service ants we everywhere where we paid for other options. I spoke to *****@ ********** and she said service was not canceled. I want my money back and these service terminate for good and an apologize from the office since both managers was rude not ***** but ******* and it was another manager I originally spoke to.

  

  Business Response

  Date: 04/08/2025

  We apologize for the inconvenience in this matter.  The manager contacted *******, speaking on ******** behalf, and apologized to her for the account not being cancelled and for us coming back out to treat. He assured her that it was now cancelled out and we will not be coming back out to do service. He also let her know for the trouble we would be refunding ****** the second amount of $111.00. The manager also apologized to them for the confusion with the call center and the branch and that if they had any further pest issues that we would love to come out and take care of them If Mr. ***** has any further concerns, he may contact us at **************.

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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.

  Continuing to bill after cancellation of service. Company appears to be Truetec/Critter Control. When call 800# put through to local office ***resented by ******** ******. She was non responsive to my email dated 3/24/2025 which also includes Cancellation written confirmation dated 2/4/2025.Other attachments:Two duplicate invoices mailed to my *** box mailing address. **************** address is **************** where I do not receive mail.-Work order of 2/7/2025 where subject shows cancellation and final service. Their *** showed unannounced to pick up bait stations. Was competed and I was emailed there notes.

  

  Business Response

  Date: 04/07/2025

  We apologize for the inconvenience in this matter. The *************** tried contacting Ms. ****** to discuss her concerns and left a voice message letting her know that they have canceled the account and have issued a service credit for the outstanding balance of $116.00.  ************* needs further assistance; she may contact us at **************.

  Customer Answer

  Date: 04/07/2025

   
  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:03/30/2025

  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 am writing to formally file a complaint against Orkin Pest Control of ********** ** regarding their failure to provide confirmation of my contract cancellation, lack of follow-up, and billing issues.I cancelled my service with Orkin and requested written confirmation stating that my contract was terminated and that no further billing would occur. Since then, I have made three phone calls and sent two emails requesting this documentation. I was informed that ***** ******* would follow up with me, but it has now been three weeks, and I have received no responseno call, no email, nothing.Additionally, ***** charged me for services, but failed to return when I called to advise that I did not want my contract extended beyond February and requested 1 final visit. Despite my clear request, they still billed me for the service but did not provide it. As a result, I am seeking:Written confirmation of my cancelled contract for my records.A refund for the last months payment for services that were billed but not rendered. Alternatively, if Orkin is unwilling to issue a refund, I am requesting that they honor a final service visit equivalent to the payment they collected.This lack of communication and failure to follow through is unacceptable. It is disheartening that Orkin is diligent in processing monthly payments but fails to show the same level of attentiveness when it comes to customer satisfaction and honoring basic service requests.I am requesting the BBB's assistance in helping me obtain both the written cancellation confirmation and a refund or final service visit. I would also appreciate this matter being documented as part of their customer service record, as it reflects a lack of accountability and professionalism.Thank you for your attention to this matter. Please feel free to contact me if you require any further information. ****** ******

  

  Business Response

  Date: 03/31/2025

  We apologize for the delay in this matter. The Branch Manager contacted Ms. ****** to discuss her concerns and confirmed that she did not have an active account with ***** any longer. He also emailed her a confirmation.  He inquired as to how else he could help her, she asked if she could have another service or her money back from the last service. Ms. ****** preferred another service so the manager will be going out to her home on Wednesday to do the service. In the meantime, if Ms. ****** need further assistance; she may contact us at ************.

  Customer Answer

  Date: 04/07/2025

   
  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. ***** came to my home and was professional and most efficient. I am happy that his company did the right thing to regain my trust and restore my consumer confidence in them. Thanks for your help. I consider this matter satisfactorily resolved at this time. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/28/2025

  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.

  Service was cancelled speaking to a female representative in ************************* Then after some time additional bill sent with a false claim the additional service provided after cancellation date and bill was sent to collection agency. Absolutely unjust, false and unauthorized.

  

  Business Response

  Date: 03/31/2025

  We apologize for the delay in this matter. The ************* reviewed the account and the service in question was completed in 2023. The manager has removed the balanced from the account which will remove the account out of collections. We apologize for any inconvenience in this matter. In the future if Mr. **** ever has a need; we are hopeful he will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.

  Customer Answer

  Date: 03/31/2025

   
  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:03/28/2025

  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.

  I was charged $55 last month when in fact the monthly payment is $44.00

  

  Business Response

  Date: 04/24/2025

  We apologize for the delay in this matter. The ************* contacted Mr. ******* and agreed to the $55 rate with a loyalty (senior citizen discount) of 10% for the year. If Mr. ******* needs further assistance, he may contact us at ************.

  Customer Answer

  Date: 04/24/2025

   
  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,
  
  ******* Lagnier

• Initial Complaint

  Date:03/26/2025

  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.

  In late January, I contacted three agencies, including Orkin Pest Control in **********, ** to obtain an estimate for an ant infestation. I chose Orkin with the deciding factor being that I had recently put my house up for sale with plans to move to *****. The salesperson informed me that I would be able to transfer my account to my Texas residence because ***** is a national company. The salesperson then offered me 3 levels of service. One of the levels offered was over $100+/month. I informed the salesperson that the $100+ amount was too much and that I had received a much lower quote from another company. I chose the mid-level service for every other month and signed the attached agreement, which included a discounted charge for the first visit in the amount of $111 and $60/every other month. During the sales call, I was also informed that the first visit ***** would check inside, outside, and in the attic for signs of an ant infestation. I was informed of their 30-day warranty, which states that if, within 30 days, I was not satisfied or still had ants, they would return and spray without charge. The ant problem persisted, and I contacted Orkin multiple times, but I did not receive a response. Finally, someone answered, and I received a text back. I responded to the text and was informed that I had not contacted them. I photocopied the attempted phone call and sent it to the Orkin person at ************** regarding phone calls to **************. The initial application was on January 27, 2025 at 10:39 a.m. The 30-day period was not up until February 26, 2025. The Orkin tech came back out and sprayed within the 30-day period. There should not have been a charge!. The Orkin tech that sprayed told me to contact ****** or Ms. ****** at ************** to resolve billing issues. I contacted ****** and was informed that she would check with their manager and call me back. Instead, I received an illegal bill from Orkin in the amount of $120.

  

  Business Response

  Date: 04/08/2025

  The Branch Manager contacted Ms. ******* to resolve her billing concerns and answer any questions. We apologize for the miscommunication on our part and the manager explained the ******* program and how it worked, and Ms. ******* now has a better understanding of how the payments are made.  The manager also removed the balance on the account.  Again, we apologize for any inconvenience this may have caused. If Ms. ******* has any further questions, she may contact us at 38719116423.698.2511.

• Initial Complaint

  Date:03/21/2025

  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 called Orkin to possibly start service on my home. I spoke with the gentleman and a service contract was sent to my email. The email is ************************* The amount on the contract was $114 for initial service and $48 dollars per month. This was done on March 19, 2025. I received a text from **** with Orkin Pest Control on March 20, 2025, from phone number **************. It said I see you reached out to us recently and we didn't get your service started. We currently have a promotion offering a 10% discount on your previous quote and we can get you started today or anytime next week. Would you like me to proceed with the service today? My point is I did not sign the service agreement. So, the service is not started. That is why I received the text on March 20, 2025. I called and spoke with a gentleman on the phone @ **************, and he said the numbers have been adjusted and an updated service agreement will be emailed. Evidently, he did not tell the truth about updating the contract. Because I called back @ the same number and spoke with ***** and she said that I cannot get the additional 10% off. This is a scam. I was getting ready to sign the agreement. I do not think I will now because of the lies I am being told about the service. The only way this can be resolved is the have the addition 10% percent off the previous quote that was stated in the text that I received. I am very disappointed.

  

  Business Response

  Date: 03/31/2025

  We apologize for the inconvenience and confusion in this matter. The local office contacted Mr. ******** to discuss his concerns and let him know that he did receive $50.00 off the initial rate of $154.00 and that the $50.00 off was more than 10% off the initial rate.  ********************** was completed on 3/24. Again, we apologize for any inconvenience in this matter and if Mr. ******** has any further questions, he may reach out to us at ************.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23097930
  
  I am rejecting this response because: As I stated before the issue was not resolved. I should be given an additional 10% in addition to the 50 dollars off, as stated in the text message that I received. The issue is not resolved
  

  I called Orkin to possibly start service on my home. I spoke with the gentleman and a service contract was sent to my email. The email is *********************************. The amount on the contract was $114 for initial service and $48 dollars per month. This was done on March 19, 2025. I received a text from **** with Orkin Pest Control on March 20, 2025, from phone number **************. It said I see you reached out to us recently and we didn't get your service started. We currently have a promotion offering a 10% discount on your previous quote and we can get you started today or anytime next week. Would you like me to proceed with the service today? My point is I did not sign the service agreement. So, the service is not started. That is why I received the text on March 20, 2025. I called and spoke with a gentleman on the phone @ **************, and he said the numbers have been adjusted and an updated service agreement will be emailed. Evidently, he did not tell the truth about updating the contract. Because I called back @ the same number and spoke with ***** and she said that I cannot get the additional 10% off. This is a scam. I was getting ready to sign the agreement. I do not think I will now because of the lies I am being told about the service. The only way this can be resolved is the have the addition 10% percent off the previous quote that was stated in the text that I received. I am very disappointed.

  Sincerely,

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

  

  Business Response

  Date: 04/08/2025

  We apologize for the delay in this matter. The manager contacted the son of Mrs. **** ********, ****** ******** to resolve their pest control service and pricing.  An inspection of the home by an Orkin Pro and a home inspector was rendered on 4/1 and found several issues with the home, and recommended he have those issues resolved sooner than later to give him the quicker result for the home.  Mr. ******** requested to cancel the service for now until they resolve the issue with the home, and he would consider calling Orkin back. The manager tried to give them all of the money they spent with ***** and continue the service going forward for the regular service visit price, but he declined to take my offer and said he would rather just cancel the service for now. The manager asked Mr. ******** to send him an email indicating the cancellation and he would have the Office Admin cancel the service effective immediately, the manager has also refunded his money. In the future if Mr. ******** ever has a need, we are hopeful he will give us another chance to prove our commitment in providing exceptional pest control service. Please contact us at ************.
  

  Customer Answer

  Date: 04/08/2025

   
  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:03/19/2025

  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.

  ***** installed a $2900 pest shield on my home. I continued to have issues with pests so I had a different pest control expert inspect my shield. He found a number of critical vulnerabilities, including the fact that the entire rear of my home did not have any shield installed at all. Orkin came out and "fixed" a few of said vulnerabilities, but we were told we need to wait for the ground to thaw in order to do the rear of home. I also had some other work done by them which you will see in the attached quote. This was supposed to include another 2 years of warranty on the shield. However, now that the ground thawed, the service manager has ceased communicating with me. I have resorted to attempting to make appointments with the field office in ***** again. I make appointments with them, and then no one shows up at the scheduled time. There have now been three instances of a scheduled appointment that they no showed for. In all three cases, I have taken off time from work the day of to be home for their arrival. I wouldn't wish working with Orkin to my worst enemy. Their employees could not care less about their customers. I would love to get my $2900 back, but I understand that is unlikely. At the very least, I want the shield installed correctly on my home, since that is what I paid for. If you can get my money back, that is the preferable option.

  

  Business Response

  Date: 03/31/2025

  We apologize for the inconvenience in this matter. On Monday 3/24 Termite Supervisor and a termite team rendered a service to complete the repairs needed at Mr. ************ home. The team did a walk around with Ms. ********* to review the exclusion work. If Mr. ********** needs further assistance, he may contact us at ************, we are happy to assist. 

• Initial Complaint

  Date:03/18/2025

  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 hired Orkin to exterminate our home for Clovermites and shared with the 1st service gut what they were and he failed to use the right product and spray in an area that would get ride of them yet we saw a mass influx of them.Orkin sent another service guy our who did the same thing, and i called back within the same week and shared the same response. Orkin then had his service guy to tell me that they did not have a product to treat for clovermites on Fri 3/10 and it would take about 2 weeks to get it. When I asked to speak to the manager I spoke with ***** who said he would be out on Monday 3/17/25 to use 2 products to see if that would work only spraying the perimeter of the house and window seals not the lawn where the mites are coming From!!!I called today 3/18/25 spoke with **** manager in ***** office and asked for my money back she was very Rude and said she would have ***** to call me back and she would not refund my money and hung up. I called back spoke with Alley and she too was Rude and referred me to *****. I started this agreement on 2/13/25 they have a 100% money back if dissatisfied within 60 days and I want 100% of my money back!

  

  Business Response

  Date: 03/19/2025

  We apologize for the experience Ms. ******** has received with Orkin, as this is not up to our level of service, ***** strives for exceptional customer service. The manager contacted Ms. ******** to discuss her service in which the branch completed two services and two callbacks to alleviate the pest issues. It is unfortunate Ms. ******** is not satisfied with the service and Orkin has processed a refund per her request. Again, we apologize for any inconvenience in this matter.