ComplaintsforRollins, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 separate pest control services for my home (******, **) and my mother's home (******, **) on 6/21/2022 and 9/8/2022, respectively. As you will see on the pdf file attached, I am not supposed to be charged for call back service and I was charged $59.00 for every no cost service 9 times on my bill from on 10/27/22, 3/3/23, 4/10/23, 5/1/23, 6/6/23, 7/7/23,8/10/23, 9/12/23, & 10/12/23 in addition to the $82.00 cost for regular service for the ****** ** service address. I have called Orkin several times and tried to resolve this issue with no success. The address for this complaint is *************************************************. I paid a total of $2,447 for a year of service in which I expect a refund of $531. They were not sending me regular invoice and every time I call in they noted that I will get one that never came.

  

  Business response

  10/19/2023

  We apologize for the delay. The local branch has contacted ****************** to discuss her concerns and agreed to a refund and is processing today *****. 23.  Again, we apologize for the inconvenience in this matter and if ****************** has any further questions, she may contact us at **************.

  Customer response

  10/19/2023

   
  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

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Entered into a contract in April 2023. There were customer ******* issues, but in September, the following occurred: I scheduled for an ******* appointment to take place on 10/4. I had sent notes beforehand with specific instructions. Those instructions were not carried out prior to the visit, so I cancelled the appointment. Service technician filled out invoice stating he performed work on my property, which was false. I sent email to franchise owner to address why the employee wasn't equipped to do work on my property and, further, why a false invoice was prepared by said employee. After one week with no response from the owner to address and fix the matter, I concluded that the contract was now null and void and contacted Orkin corporate. They put me in touch with regional manager ***************. After asking for refund of ***************** fee (for *******s not rendered), *************** did not ask for proof of my claims, but rather, stated that "they do not remove wasp nests". When I pointed out the corporate website states they do in fact do so, he claimed they only remove accessible nests. When I stated that they had ladders for that, he did not address it. That is misrepresentation of *******s. He then agreed to waive a contract cancellation fee, but, when asked to cancel the now void contract, with no cancellation fee and refund September (and now ********* ******* fees, he did not refuse, but rather, asked about "how high the wasp nest was" and claiming "There has been no approval or refusal". That is a refusal, in effect. This goes beyond incompetence, this is full scale abuse and corruption by this franchise. Orkin Corporate appears to be doing nothing, from what I can tell. In brief: *******s not rendered for September, misrepresentation of *******s by regional manager, writing of a false invoice by a ******* tech, refusal to address via email by franchise owner in timely fashion, refusal to follow customer instructions to cancel contract and cease charges

  

  Business response

  10/23/2023

  We apologize for the delay in this matter. On 4/25/23 service was set up between the branch and ************************* and completed on 4/27/2023, ****************** was present at the time of service. The signed agreement is attached. The signed agreement is for pest control and does not include nest removal.

  Below is a timeline of ********************** account:

  On 4/29/23 the ******* called in with concerns about the cistern and how far away from it we treated. The technician contacted him by phone and reviewed the service and how he stayed away from his cistern.

  On 6/23/23 technician returned due to customer's request and removed an accessible wasp nest even though that was not included in his agreement.
  
  On 6/27/23 technician returned due to the customer's request. He treated and removed an accessible wasp nest even though that was not included in his agreement.
  
  On 7/20/23 customer credit card declined.
  
  On 7/28/23 technician came and completed the scheduled quarterly service as agreed upon by the customer. See attached signed agreement for details.
  
  On 7/29/23 customer called us and added a new credit card for payment.
  
  On 9/25/23 customer scheduled the next service for 9/26/23.
  
  On 9/26/23 customer called and had a family emergency and needed to re-schedule that day's service.
  
  On 10/4/23 customer contacted the office as the technician could not reach the wasp nest, he wanted removed, even though it had been killed.******** requested to cancel at that time.
  
  The next few days we had numerous attempts to contact the customer with no success. Customer even hung up on the ******** franchise President after he was on the phone to try and rectify customers concerns.
  
  10/10/23 email communication only with customer as he does not wish to discuss on the phone.
  
  ****************** stated that our web site discusses removing accessible wasp nests and we should do that. The manager tried explaining that nest removal was not in our agreement and as these nests are high removal is not included. Only killing them is included. 
  
  I emailed the customer that we agreed to terminate the agreement per his cancelation request.
  
  ****************** is not understanding when he is emailed in writing that his agreement is canceled, that it is canceled.
  
  He also feels he should get his money back as we only killed the wasps and did not remove these high nests.
  
  We are at an impasse with this customer as he demands something be done that is not in the written signed agreement.
  
  He won't discuss anything beyond the above and has made broad claims that we don't honor our agreement. Even when we go over and above trying to accommodate his desires.
  
  We apologize for any inconvenience in this matter but again, ********************** agreement does not include wasp nest removal.

   

  Customer response

  10/23/2023

   
  Complaint: 20738765
  
  I am rejecting this response because:

   

  The franchise owner is stating falsehoods and misrepresentations and not agreeing to both a full refund of September and Octobers fees for non rendering of service and violation of the contract, in addition to the cancellation of the contract with no 60% cancellation fee/ 

   

  We apologize for the delay in this matter. On 4/25/23 service was set up between the branch and ************************* and completed on 4/27/2023, ****************** was present at the time of service. The signed agreement is attached. The signed agreement is for pest control and does not include nest removal.
  
  Below is a timeline of ********************** account:
  
  On 4/29/23 the ******* called in with concerns about the cistern and how far away from it we treated. The technician contacted him by phone and reviewed the service and how he stayed away from his cistern.
  
  On 6/23/23 technician returned due to customer's request and removed an accessible wasp nest even though that was not included in his agreement.
  

  
  
  On 6/27/23 technician returned due to the customer's request. He treated and removed an accessible wasp nest even though that was not included in his agreement.
  
  Please see above. 
  
  On 7/20/23 customer credit card declined.
  
  On 7/28/23 technician came and completed the scheduled quarterly service as agreed upon by the customer. See attached signed agreement for details.
  
  On 7/29/23 customer called us and added a new credit card for payment.
  
  On 9/25/23 customer scheduled the next service for 9/26/23.
  
  On 9/26/23 customer called and had a family emergency and needed to re-schedule that day's service.
  
  On 10/4/23 customer contacted the office as the technician could not reach the wasp nest, he wanted removed, even though it had been killed. Customer requested to cancel at that time.
  

  "Pest control is not the "killing" of a nest, it is the removal of a nest, otherwise, the infestation has not be addressed. The contract does not state that only a "killing" of nests is included, and the Orkin website explicitly uses the language of "removal" of nests. Ergo, Orkin franchises must honor removal of nests. Further, I have email evidence that I supplied notes ahead of time requesting the technician to only come out with a ladder to inspect and address infestations in my attic and on my 2nd floor roof (the first visit in April had included an inspection of my attic using a ladder, therefore, this is not against the contract and can be done). The technician called before the visit and informed they had not been equipped with a ladder to carry out my requests. Therefore, as I had mentioned in the notes beforehand, I would cancel the appointment if they were not properly equipped, as it would be a waste of time and a refusal to follow my customer instructions. Therefore, I cancelled the appoitnment and contacted the franchise owner by email. He never responded via email (which is a violation of the contract, as the contract states Orkin will work to make things right, and refusing to communicate in a professional, written format to address problems is a refusal to address aid problems), so I contacted Orkin corporate to help with this abusive franchise. Further, it should be noted that, after the 10/4 appointment was cancelled, the technician wrote a false workorder stating that he did pest control and inspection on my property that day (which he did not). Creating a false workorder is fraud and a violation of the contract.  So, we have a denial of services, we have a refusal by the franchise owner to respond in a written, transparent format to the customer (which is essential for transactional contract based relationships such as this), and the technician created a false work order that stated work took place, when it did not.  Multiple problems here."
  
  The next few days we had numerous attempts to contact the customer with no success. Customer even hung up on the ******** franchise President after he was on the phone to try and rectify customers concerns.
  

  "I have responded to every message via email that you have sent and have proof of this. You refused to respond via email multiple times (again, I have proof of this obstruction), and I repeatededly stated that I did not want to speak over the phone to solve these issues (as I believe a written format is necessary for transparency and accountability for all parties. Phone calls leave no record of communication, and that is not accpetable for a contractual relationship. If I sign a written contract with Orkin, they need to speak in writing to me regarding said services). It should be noted that after stating, multiple times, that I did not wish to speak on the phone, the regional manager, ***************, harassed me by making an unwanted call to my phone number. I refused to pick up, as is my right. I informed him via email that the call was unwanted and to please follow my instructions to discuss things in writing and to immediately cease calling me.  The only reason to insist on a phone call discussion for a contractual relationship is to avoid accountability and transparency by avoiding leaving a written record of our discussion. **** and ****** determination to avoid written discussions is proof of this."
  
  10/10/23 email communication only with customer as he does not wish to discuss on the phone.
  
  ****************** stated that our web site discusses removing accessible wasp nests and we should do that. The manager tried explaining that nest removal was not in our agreement and as these nests are high removal is not included. Only killing them is included. 
  

  "The Orkin corporate website does not say "accessible". It says Orkin techs "remove wasp nests". There is no differentiation between accessible or non accessible on the website. Further, the definition of "accessible" is not explicit on the contract, therefore, they cannot enforce a definition they did not make clear on the contract.  There is no clause in the contract that says "only killing of pests takes place" so **** cannot enforce the contract using this non existent clause. Accessible could be defined as able to be reached by ladder. All nests on my property can be reached by ladder. And further, multiple techs have come to my property equipped with some form of ladder, they have accessed my attic to examine for infestation and they have removed a wasp nest from a 2nd floor roof area in July, on orders from the franchise owner. So, not only does the Orkin website make it clear that wasp nests are removed (which contradicts the statements by the regional manager, who stated that Orkin does not remove nests), not only does Orkin have a track record of using ladders to do so (they have used ladders to reach nests or examine infestations prior to September, so accessibility is not a problem with ladders), but it should be noted that **** only brought up the "accessibility" issue when his original "nests are not removed" statement was false. This tells me that **** is simply trying to avoid accountability by lying and not honor the contract."
  
  I emailed the customer that we agreed to terminate the agreement per his cancelation request.
  
  ****************** is not understanding when he is emailed in writing that his agreement is canceled, that it is canceled.
  

  "I do understand it is cancelled, but I want refund for services not rendered due to no fault of my own in September and October"
  
  He also feels he should get his money back as we only killed the wasps and did not remove these high nests.  
  
  "Orkin corporate says the remove nests. You have ladders and can (and have done so) in the past. The contract does not state that "removal does not take place, we only kill pests". So you are violation of the contract for not removing them, refusing to respond in writing to address the issues from the 10/4 failed equipping of the technician (and therefore, failed appointment), and the false workorder filled out by said technician (which is violation of the contract as well)"
  
  We are at an impasse with this customer as he demands something be done that is not in the written signed agreement.
  

  "The contract has already been violated your franchise in multiple ways, as addressed above. Orkin corporate website says they remove nests, and your contract does not contradict that statement. Further, "accessibility" is addressed by ladders, and has been done so at the July technician visit (the removal of the nest was authorized by *****, the franchise owner, and ***** never disputed my assertion that nests should be removed, so its not outside the bounds of the contract)."
  
  He won't discuss anything beyond the above and has made broad claims that we don't honor our agreement. Even when we go over and above trying to accommodate his desires.
  

  "You haven't honored your agreement, as of September. You have not accomodated my wishes."
  

  We apologize for any inconvenience in this matter but again, ********************** agreement does not include wasp nest removal.
  

  "Yes it does. I have explained why above."
  
  
  
  Sincerely,
  
  *************************************

  

  Business response

  10/25/2023

  We have received further information from the **************** The local branch has attempted to resolve ********************** concerns. The agreement that ****************** signed does not include removing very high dead wasp nests and at this time ****************** is not accepting phone calls from the branch to discuss. If ****************** would like to discuss his concerns further; he may contact *************** at ************.

  Customer response

  10/25/2023

   
  Complaint: 20738765
  
  I am rejecting this response because:

  Orkin is not addressing the points that I have made in detail. They have not refuted or addressed my complaints or points. They are simply refusing to continue the conversation in writing (which implies they are trying to avoid the conversation being recorded for transparency and accountability by third parties). 

  If I have to sign a written contract outlining money for services, then discussions regarding said arrangement need to take place in writing, as well.  Orkin did not start service with me based on a verbal agreement over the phone, so it is inappropriate and unethical for them to insist we discuss their breach of contract over the phone, away from the oversight of third parties.

  Please issue a refund for services not rendered due to not fault of my own (September and October) breach of contract (refusal to equip technician properly to render services, refusal to respond in writing to my concerns in a timely fashion, misrepresentation of services by claiming Orkin "does not remove nests" when the corporate website says they do, refusal to use ladders to fulfill obligations under the contract (accessible nests are accessible via ladder, harassment via phone despite prior written refusal to engage over the phone) and ensure contract is cancelled with no penalty, immediately.   

  To BBB:  please note this vendor is refusing to address the points I've made and is demonstrating non cooperation is remedying this matter.

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

  

  Business response

  10/30/2023

  The Branch Manager contacted ****************** and agreed that we will immediately cancel future services and not charge him the 60% cancelation fee. Again, we apologize for any inconvenience in this matter.
  

  Customer response

  10/30/2023

   
  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

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** called several times and have had no return calls. Ive sent a check for termite protection each year since ****. Thats 47 years!!!

  

  Business response

  10/16/2023

  We apologize for the delay in this matter.  The local branch has contacted **************** to discuss his concerns, per his request. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to say ******* and **** have been absolutely amazing and helpful. They have taken their time to figure out scheduling and fix errors that have been made by the primary call center. Since they have changed the way they operate, I have had nothing but trouble. I have been told that I have appointments scheduled but they were never locked in. I have spoke with the branch manager, ***** and he was just as uninformed. He lacked basic customer service knowledge. I was shocked at how little he cared that all these issues are happening right under him. They put a protective barrier around the perimeter of the house to keep the bugs out. But they have found their way in since the surrounding neighbors have bombed their homes. I am frustrated and at a loss with this. I have never had a bug issues (except the occasional spider) until now and I have been utilizing Orkin services for years. I am extremely disappointed and will unfortunately stop using them after this quarter ends ($115/quarterly).

  

  Business response

  10/23/2023

  We apologize for the delay in his matter. The Service Manager met with the customer on 10/19 to discuss ******************** scheduling and contact concerns. The branch has changed her frequency from quarterly to EOM. The Region Manager contacted **************** after the follow-up visit to ensure she was 100% satisfied with the resolution and we addressed her concerns. Again, we apologize for any inconvenience in this matter. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on July 14th I paid and employee of Critter Control (******) $899.00 for the removal of a raccoon that was damaging my property. A trapper was to come on the following Monday but by then the raccoon was gone. I asked ****** , via text, how I should proceed and it was decided to wait a week to see if the raccoon reappeared. I actually waited until august 24th (I had been traveling for a month) at which point I asked for a refund. ****** said he would get it started that day. On September 8th I texted ****** an let him know I had never received my refund to which he never responded. I was dealing with some health issues and did proceed in anyway until I called Critter Control on October 5th and voiced my complaint at which time I was told someone would call me back in an hour and if not I should call Critter control again. When no one called me I called and this time left a message but again no one responded. I called them again on October 9th and spoke to a woman named **** who said she would get accounting on this right away and someone should be calling me back shortly. 3 days went by with no phone call from Critter Control. I called again this **************** 12lth, and again spoke to someone and let them know that if no one called me back in 90 minutes I would take further action. No one has called so I am now filing this complaint.

  

  Business response

  10/16/2023

  We apologize for the delay in this matter. The manager contacted ************** to discuss his concerns. He let ************** know that he is receiving his refund and emailed him the confirmation.  Again, we apologize for any inconvenience in this matter. 

  Customer response

  10/19/2023

   
  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

  10/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I cancelled my contract with Orkin on September 14th for pest control, gopher treatments and mosquito prevention. I had no/zero services by Orkin to my home in September, and should not be billed for payment for September. On Friday the 22nd, I received an automated text message from Orkin confirming an appointment for services on Monday September 26th. I called Orkin on Friday the 22nd, shared that I had cancelled my contract, hand no service for September, I do not want any services, I want my contract cancelled and not to be billed. On Sunday September 24th, I received a second text confirming my appointment for Monday the 26th between the hours of 8:30 am and 10:30 am. I called Orkin once again, restating all of the above and heavily emphasizing I did not want any services, I did not want to be billed for September. The phone representative stated that the office was closed, but that she would forward my information to the service department so that they received her email at 7:00am Monday morning so my appointment would be cancelled. Just to make sure, I called Orkin myself Monday morning at 7:00 am and stated all of the above, contract cancelled, I do not want any services. I've had no services in September and I do not want to generate a bill. While at work I received yet another text from Orkin that Orkin was on their way to my home. I was able to have my husband return home and was there when the Orkin technician pulled up. He never got out of the car. My husband told him through the window of his truck, that I had cancelled the contract and did not want any services. The technician had not been told this information. I called Orkin once again, and shared all of the above and let the know, that even though the Orkin technician came to our home, he did not provide any services and was turned away because we cancelled the contract on September 14th. Yesterday, Oct. 10th, we received a bill from Orkin billing us for September and a bill for Oct..

  

  Business response

  10/16/2023

  We apologize for the experience you have received.  The local branch has sent a letter to ****************** home verifying that her account is cancelled with a zero balance. Again, we apologize for the inconvenience in this matter. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my service with Orkin two months ago and they verbally confirmed my service was cancelled. Then last month I received an invoice from them and they told me my service was still active. Since the service was never completed that they billed me for, they told me I would not have pay the invoice. Unfortunately I received an invoice today to pay for the service that wasnt completed. When I try to resolve this with them, they transfer me to their voicemail system. I request Orkin confirms in writing that my service has been cancelled and that I do not owe money on my account.

  

  Business response

  10/12/2023

  We apologize for the delay and inconvenience in this matter. **************** unfortunately received a pre-bill before the cancellation was applied.  We have verified that the account has been cancelled and that there is a zero balance on the account.  **************** can disregard the pre-bill invoice. Again, we apologize for any inconvenience in this matter. 

  Customer response

  10/12/2023

   
  Complaint: 20728398
  
  I am rejecting this response because: 

  When I called into Orkin a month ago, they told me the same thing (I received what Orkin calls a pre-bill a month ago also). The invoice that was attached to my previous complaint was received yesterday, so why has Orkin sent me two pre-bills after I cancelled my service? I would like to understand how this happened so that I have confidence Orkin won't continue to erroneously bill me.

  I request that Orkin sends me a statement showing that my account is closed and that I do not owe any money.

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

  

  Business response

  10/16/2023

  We have received further information from the **************** ******************* with the branch spoke with **************** on Saturday (10/14/23) and discussed his concern about the invoice that he received. ***** reassured him that the account was cancelled and that there was not an existing open balance. Again, we apologize for any inconvenience in this matter. 
  

  Customer response

  10/16/2023

   
  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

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a de-humidifier for our home a year ago also purchased a maintenance contract. The technician came out to inspect the unit. We were told it needed new filters and a pump cleaning. This was on 7-6-2023. Four other appointments were made to perform the needed service and each time no one came not even a phone call. It is now October and we still cannot get any phone calls returned nor the maintenance done. Now the pump on the unit is broke. Five gallons of water running on our basement floor as it does not drain anymore. When we finally reached the branch manager he said he would replace the de-humidifier We waited and again never heard back from him. Now we are being told he doesnt work there anymore. The branch sales manager is supposed to call us to resolve this problem. We waited a week and still no phone calls. Here we go again. We would like this problem corrected. We have been with this company for four years and spent a lot of money with them, This is no way to treat customers. Thank you

  

  Business response

  11/02/2023

  We apologize for the inconvenience in this matter. The local branch contacted ********************** and replaced the dehumidifier on October 20th. The Region staff tried reaching and left a voicemail to follow up and ensure that ********************** is pleased with the new unit. Again, we apologize for any inconvenience in this matter. If ********************** has any questions, he may contact us at **************.
  

  Customer response

  11/02/2023

   
  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

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Deceptive and Fear Tactic Sales Strategy (details outlined in letter attached)

  

  Business response

  10/31/2023

  The Branch Manager has been in communication with ****************** via email and the branch issued a full refund back to the customers credit card on 10/20/23.  ****************** is going to email to confirm the refund has been received on her end. Again, we apologize for any inconvenience this may have caused. 

  Customer response

  10/31/2023

   
  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.  The amount of $2,250.00 has been refunded to my credit card by Orkin, *******************************, Branch Manager,  took care of that.  No further action is required on this matter.   Thank you so much for your attention and assistance, very much appreciate it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cancelled service with Orkin in November of 2022. An Orkin person arrived a few months later and sprayed the perimeter of our home while we were out, billed ** and continue billing us. I've explained to them that I had cancelled in ** 2022. Yet, I jeep receiving billing notices.

  

  Business response

  10/11/2023

  We apologize for the delay in this matter. The account balance has been removed for the service that was completed on March 1st, 2023.  The customer should no longer receive any future bills related to that service.  The Region Administrator left a voicemail as well as sent an email to the customer confirming this has been resolved.

*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. ↩