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Business Profile

Consumer Finance Companies

Rollins Acceptance Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Rollins Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2023

      Type:Billing Issues
      Status:
      Resolved
      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 off the amount agreed to $2475.00 on April 4th, 2023 to Rollins Acceptance. They charged me an additional $250.00. I called them and they said the charge was reversed but it's not. I asked for proof they reversed the charges and they will not send it. In addition I have had a hard time getting my actual account number. The bill they sent me does not include the company name or account number. This ********************** has numerous complaints against them and I think their practices are shady! I want my fraudulent charge or $250 back on my card immediately! Thank you for your help. ***********************

      Business Response

      Date: 05/26/2023

      We apologize for the delay in this matter. Rollins Acceptance Company processed a refund on 4/11/23 and is emailing the customer a screenshot for confirmation.  Again, we apologize for the inconvenience in this matter. 

      Customer Answer

      Date: 05/26/2023

       
      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,

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

      Customer Answer

      Date: 05/26/2023

       
      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:04/03/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is the worst company ever that ***** uses to set people up for payment plan for services. Orkin installed an exclusive rodent product shield on exterior of my home and I was approved for loan with Rac Rollins Since being on this payment plan there has been issues, 1st time i paid via phone in Feb 2023 and then told they cancel out that payment and they took additional payment within 3 days later, I called ************* over the course of ****** they finally reimbursed me. I made a payment in March 2023. by phone and that was fine,Today 4/03 I called all the phone numbers listed for rac rollins all day long and phone line rolls over to ring and then it HANGS UP. I did reach another **** but TOLD he has to transfer me over , same thing occur, I left my contact for someone to call me back, NOT ONE CALL BACK ALL DAY LONG. I THEN go to their website for the FIRST TIME. I USED user name I saw in EMAIL THAT ******************** GAVE ME IN MARCH. I PUT IN THE **** NAME IT THEN ASK FOR PASSWORD( HOW CAN I PUT A PASWORD WHEN THIS IS CUSTOMERS FIRST TIME ON WEBSITE) I use forgot password and received an email and IT ONLY LEADS YOU BACK TO THE SAME WEBSITE , NO OPTION FOR customer to set up any type of password, and then links says EXPIRY, IT APPEARS THEY DO NOT WANT CUSTOMERS TO PAY TIMELY. I PAY ALL MY BILLS TIMELY AND I REFUSE TO ALLOW ANY COMPANY TO TARNISH MY CREDIT, PAYMENT DUE BY 4/6 AND TODAY IS 4/3. BOTTOMLINE PHONE LINES DONT WORK AND WEBSITE IS USELESS. I NEED A MANAGER TO CONTACT ME, AVOID THIS PAYMENT COMPANY AT ALL COST IF ****** EVER ASKS ANYONE TO USE IT, IT IS SCAM AND VERY SHADY BUSINESS.

      Business Response

      Date: 05/12/2023

      We apologize for the delay in this matter. Rollins Acceptance Company contacted **************** to clear up any further concerns.  We apologize for any inconvenience and if **************** has any further questions she may contact ** at ************.

      Customer Answer

      Date: 05/12/2023

       
      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:03/27/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 tried to access my online account to pay my bill and had issues accessing my account. So I called the number on my monthly statement. Every time I get hung up on so I am unable to make my payment. I also submitted a email complaint to them about the issue with no response.

      Business Response

      Date: 03/29/2023

      We apologize for the inconvenience in this matter. Rollins Acceptance Company contacted **************** to discuss his concerns and processed his payment.  The agent emailed **************** the payment confirmation and a link to the payment portal. Again, we apologize for any inconvenience in this matter and if **************** has any further questions, he may contact us at **************.

    • Initial Complaint

      Date:03/16/2023

      Type:Product Issues
      Status:
      Answered
      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 October 15, 2022 I got my home tented for termites by *****. I told the Orkin **** ******************************** that I will pay the total tenting fee of $ ***** in one payment. He said it is fine to pay a one time total payment. He told me to wait for the bill and then send a check for the total amount. I never received a bill, so two months later, I called ***** and asked for my bill to be sent. ***** said they would send me my bill. I never received any bill. On 3/ 15/ 2023 I received an email from Rollins Acceptance ** with in**rrect dates and amounts due. It also said I was signed up for a payment plan that charges interest and fees. The email did not list a payoff amount, instead it said I owed more money than the original amount. I would like to pay the original fee of $ ***** like the Orkin rep said I **uld. Rollins Acceptance ** is a scam artist. They never sent a bill until 5 months later so they **uld say my payment is past due, and I am now forced into a payment plan, and I owe them extra money. I am trying to call Rollins. But they are giving me the runaround.

      Business Response

      Date: 04/07/2023

      We apologize for the confusion on our part in this matter. The Rollins Acceptance Company (RAC) entered ********************** address in the system incorrectly, so the invoice was going to the main office and not her mailbox. RAC has fixed the issue and waived the $212.17 accrued interest charge. We apologize for any inconvenience this may have caused.  

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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 used Orkin Services to resolve a bat problem in my attack. ***** stated I was approved for financing through Rollins. When I looked at my last bill, I noticed that almost 45% of my payments went to finance charges. I reached out to Rollins and was told my interest rate was 18%; however, I was charged a daily per diem rate of $3.93. I was never told I was being charged a per diem rate! That is an additional $118/month plus the 18% interest!! I have been scammed by Rollins. That is predatory! My account number is **********. I want a refund of the per diem charged.

      Business Response

      Date: 05/05/2023

      Your purchase was financed at a simple interest rate of 18%. The per diem for $9,880 financed at 18% is $4.94 per day. This is calculated by multiplying the principal by the interest rate divided by the number of days in the year($9,880 x 0.18/360= $4.94). When payments are made, interest is paid first and then principle. As the principal balance is reduced, the per diem decreases because interest is only applied to the remaining principal.  The finance charge on your agreement is calculated based on the expectations that the 36 monthly payments of $367.44 are made in equal installments over a 36-month term. There are no additional charges added. A late fee would only be applied if a payment was delinquent and there were no late fees on your account. 

      Your payoff payment was overpaid by $375, and a check has been issued to you to reimburse you for the overpayment.  Check # ********, $375.00, paid 4/6/2023.   Please let me know if this explanation satisfies your concerns about any additional charges being added to your account.  I apologize for the confusion that occurred when in the discussion about per diem previously and for the frustrations that you've gone through in seeking a clear explanation of the situation.  I will address those concerns with my team.  You may contact ** at **************.

    • Initial Complaint

      Date:03/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Rollins acceptance corporation ran a hard credit check on me March 8,2023. I did Not ask for or authorize this credit check. I would like this removed immediately. I have not applied for any new credit.

      Business Response

      Date: 04/11/2023

      We apologize for the delay in this matter. The Rollins Acceptance Company is researching the issue and will contact ************ to discuss his concerns. 

      Customer Answer

      Date: 04/11/2023

      The Rollins Acceptance Company/corporation says they are doing more investigating. I am hoping for a resolution to this problem and a removal of this inquiry from my credit report ASAP

      Business Response

      Date: 05/16/2023

      We apologize for the delay in this matter. The Rollins Acceptance Company has removed the credit inquiry with Equifax. Again, we apologize for any inconvenience in this matter. 

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint Details I was installed from orkin an exclusion shield for rodent prevention on exterior around my home Dec 6, 2022. I was approved by Rac Rollin financer for ******. Informed I have 90 days before 1st payment. I am a person who pay bills earlier than due date. 1st payment is actually due 03/06/ 2023, However, I called ************* 2/16/2023 made 1st payment over phone with live agent amount $84.82, confirm # *** When I check my online bank statement I saw an additional payment of ****** without MY CONSENT was deducted on 2/20/2023. I called them on 2/21, and was told the 2/16 payment was recinded but I will be refunded by 2/24. I saw no refund so I called again 2/24. Agent said she will check into this and call me back by end of day on 2/24 BUT AGENT NEVER CALLED BACK. This is outrageous!! THEY STOLE MY MONEY WITHOUT MY CONSENT. I ONLY GAVE AUTHORIZATION FOR FEB 16, 2023 with live agent and given confirmation #. I received no credit back. I was a early paying customer and this is how I was treated. I'm going in circles calling RAC ROLLIN and getting NO WHERE. I WANT THIS REPORTED TO CEO AND PRESIDENT OF COMPANY AND CORRECTED. I WANT NO ONE GOING IN MY BANK ACCT WITHOUT MY AUTHORIZATION OR CONSENT. THE ROLLIN AGENTS ARE LIARS!!!!! BOTTOM LINE, THEY GOT 2 PAYMENTS AND MY BANK ACCT PROVES IT!!Desired Outcome/Settlement Desired Settlement: Other (requires explanation) Contact by the business; Refund; Billing adjustment

      Business Response

      Date: 03/03/2023

      We apologize for the delay in this matter. The Rollins Acceptance Company contacted **************** and apologized for the error in processing two payments.  They have processed a refund to ******************** credit card for $82.49, and the funds should be back in her account in two days. If **************** has any further concerns she may contact us at ************.

    • Initial Complaint

      Date:02/15/2023

      Type:Order Issues
      Status:
      Answered
      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 engaged in a contractual agreement with Orkin Pest services to remove/replace the insulation in my attic and basement as a means of getting rid of rodents on 09/28/2022. The total cost of the services was $8,100, which was financed through Rollins Acceptance Company. See the attached contract. There were several issues with the service:Manager (***********************) ghosting us mid-project;The first set of contractors that were hired by ***** left several areas of the attic not covered with insulation and full of animal excrement.Live snake was found in the attic when the first set of contractors claimed the job was done;Second set of contractors brought a child with them to the construction site.Predatory lending practices.Neither 22% interest payments, nor $4.88/day per diem was mentioned to us at any point in the conversation and can't be found anywhere in the contract given to us. Only after noticing the principal amount increasing significantly while we were making the required monthly payments, and after talking to a representative on the phone confirming these charges we realized the extent of predatory business practices.We are now forced to pay off the full amount and hereby request a refund of all the interest and per diem charges on our account.

      Business Response

      Date: 02/27/2023

      We apologize for the delay in this matter.  The Rollins Acceptance Company contacted **************** to discuss their concerns.  The local branch will remove the interest and **************** agreed to pay the principal.  Again, we apologize for the inconvenience in this matter. 

    • Initial Complaint

      Date:02/13/2023

      Type:Product Issues
      Status:
      Resolved
      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 made a contract with Orkin Pest Control for a rat problem the bill was $16K+. Put most on credit cards, but sent them a $2K check on 10/31/22. When I received their next bill the had only credited me for $200 - Missing Zeros. Called and they said to scan and send it to them, computer stupid and didn't know how to do that so asked for a fax no. Everybody works from home - nobody in office, So wrote a letter with the cancelled check. Got another bill with huge interest - sent another letter. Just got another bill with 3x's the supposed $800 that I owe. Orking uses Rollins for their loans and billing. I want the correct $2K posted to the account and interest removed as the entire bill in paid in full!!! Nobody should have to go through this!

      Business Response

      Date: 03/14/2023

      We apologize for the delay in this matter. The Rollins Acceptance Company contacted Ms. ************;and apologized for the posting error of $200.00 that was processed on 11/6/2022.  This check is clearly written as $2,000.00 and not $200.00.  Rollins Acceptance Company applied the difference of $1,800.00 to pay off the account balance-no interest owed.  ****************** may consider the account paid in full.  Again, we apologize for any inconvenience in this matter. 

      Customer Answer

      Date: 03/14/2023

       
      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:12/27/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Not requested hard credit inquiry.

      Business Response

      Date: 12/30/2022

      We apologize for the delay in this matter. The Rollins Acceptance Company contacted **************** and explained that they had given permission to run their credit report by signing the Credit Application form. The form is attached.  If ******************** has any further concerns; they may contact the Rollins Acceptance Company at ************.

      Customer Answer

      Date: 12/30/2022

       
      Complaint: 18646167

      I am rejecting this response because:

      After reviewing your attachment, I am not that *************************** (an unbelievably common name) and don't live at that address.  If they are purporting to me be, then they are actively engaged in identity theft and fraud and should be reported to the police as soon as possible.  I will report them to the local police if you are not interested in doing so.

      Sincerely,

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

      Business Response

      Date: 01/03/2023

      Rollins Acceptance Company contacted **************** to apologize and explained the issue with the credit report and remove the inquiry. If **************** needs further assistance, he may contact us at ************.

      Customer Answer

      Date: 01/03/2023

       
      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,

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

    Rollins Acceptance Company is BBB Accredited.

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