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
- 1,025 total complaints in the last 3 years.
- 354 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:12/18/2025
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.
The business did not complete the job that is billed for. I have made several attempts to rectify the situation with the local company to no avail. The manager and sales person never showed up to the appointments to fix the problems. I am still being billed for unfinished work.
Business Response
Date: 12/19/2025
Thank you for bringing this concern to our attention. We truly value our customers and strive to provide the highest level of service.
On December 18, our Service Manager visited Ms. REMOVEDhome to address the issue. During this visit, the vent was replaced and mulch was added as requested. The reason the vent was not installed during the initial service was due to an oversightit was not documented on the original graph, which led to the omission.
We have since corrected the issue and confirmed that all requested work has been completed. We sincerely apologize for any inconvenience this may have caused and appreciate Ms. REMOVEDpatience and understanding while we resolved the matter.
If there are any additional concerns, we encourage Ms. REMOVEDto feel free to contact us directly. We are committed to ensuring her satisfaction.Customer Answer
Date: 12/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:12/15/2025
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 been trying to get a refund from REMOVEDfor at least 6 months. I have called the business over a dozen time, with every customer service agent promising I would receive a call back from my local branch manager, REMOVED, within a business day. I have never, ever received a call back. This is a pest control company. My service technician then got involved as the branch manager refused to call me. REMOVED, my service technician, finally got them to look into the matter and sent me these photos. This is the branch manager on 10/31/25 saying I need to be refunded. It is 12/15/25 and no refund was posted. I am not playing these games for another year. This is the most unprofessional business I have ever contracted with. Please help force them to follow through on the refund promised.Business Response
Date: 12/17/2025
Thank you for bringing this matter to our attention. We sincerely apologize for any confusion and inconvenience this situation caused. At REMOVED, we strive to provide clear communication and excellent service, and we appreciate the opportunity to make this right.
After reviewing the concern, a member of our team contacted Ms. REMOVEDto understand her experience. She explained that she did not fully understand how our Easy Pay program works and believed she never agreed to pay $75 per month. Ms. REMOVEDprefers to manage her payments on her own schedule.
To resolve this, we issued a $131 refund and transitioned her to an on-demand plan that better fits her budget and preferences. We also explained the new plan in detail and confirmed her satisfaction with the resolution. Ms. REMOVEDwill continue receiving service from REMOVEDunder this new arrangement.
We value Ms. REMOVEDfeedback and will use it to improve communication with our customers. Thank you for allowing us the opportunity to address this concern.Customer Answer
Date: 12/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me, outside of the condescending comments that I don't understand easy pay.
Sincerely,
REMOVEDInitial Complaint
Date:12/05/2025
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.
Orkin recommended I remediate my attic for mice at a cost of over $20,000 and noted that it was the only "real" way to resolve the mice issue I had. Orkin also laid a few traps that day, but didn't provide a lot of information on the issue. We saw several mice after they left and they did not provide any confidence that their approach would resolve the issue at all.I spoke to several other pest control companies, who did not think that remediation was needed. I had them out to do an inspection. They provided significant detail on where the mice were coming in from (the garage, and how they were getting in and where they were going). They also created a plan to get rid of the mice that they said would work in 5 days. All of their remediation work was under $1000. They told me that Orkin regularly tells people that they need to get their attic remediated and estimates $20,000 plus. I validated this with both my mother in law and uncle whom Orkin told needed remediation. I find this practice to be horrific as REMOVEDis leading consumers to believe they need to spend a significant amount of money to resolve the issue. I am going to be paying $125 this month on top of money already spent - which did nothing - for REMOVEDto come out. I told them not to come in light of this issue.Business Response
Date: 12/15/2025
We sincerely apologize for the frustration and inconvenience Ms. REMOVEDhas experienced. At REMOVED, our goal is to provide clear, effective solutions and earn the trust of every customer. We regret that our recommendations and communication did not meet her expectations.
After reviewing Ms. REMOVEDconcerns, our branch manager spoke with her to explain the details of the initial proposal and what it included. We understand that the recommendation for attic remediation caused confusion and concern, and we are truly sorry if this created any misunderstanding about the best way to address her pest issue.
To help make things right, we have processed a refund of $275 for the pest control services previously completed. If Ms. REMOVEDhas any additional questions or would like further assistance, we encourage her to contact the local branch directly.
We appreciate the opportunity to address this matter and hope to restore her confidence in Orkin.Customer Answer
Date: 12/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:12/05/2025
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 contacted Orkin because my house was invested with spiders. They came out and did their treatments. It was not working after a couple of treatments. I called and asked for a supervisor because it wasnt workingand I wanted their moneyback guarantee policy. The supervisor never came out. He had two appointments to come out didnt show up to one rescheduled theother and never called me back. I had finally canceled the service because it wasnt working and nobody was calling me back and didnt seem to care. When they sent memy final bill, I asked for a supervisor to call me so I wasnt sure why I was paying a bill for a service that wasnt working and to cancel the Supervisor never called me. Never heard a word from REMOVED30 days later they reported me to a collection agency and still have not spoke to a supervisor.Customer Answer
Date: 12/08/2025
I reported a complaint yesterday about Orkin Pest control. The service manager has contacted me and is withdrawing my bad credit report and working to refund me. Thank you Sent from my iPhone
Initial Complaint
Date:11/28/2025
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 called today about my pest contel when i called they said i owe 300+ when i talk to REMOVEDat REMOVEDthey said 0 dueBusiness Response
Date: 12/04/2025
We appreciate the opportunity to address this matter and apologize for any frustration or inconvenience this matter has caused REMOVEDAfter a thorough review, we found that his previous account (Account #REMOVED, under the name REMOVED) has an outstanding balance of $306.20,which was marked as an unresolved past-due balance on 9/30/2022.
While a separate account (Account #REMOVEDshows no balance due because $176.00 was settled during a prior BBB resolution,the unpaid balance on the earlier account remains.
Our company policy requires all past-due balances to be resolved before we can provide service on any new account. For this reason, we are unable to service the new account sold on 11/22/2025 until the outstanding balance is paid.
We remain committed to working with the customer to resolve this issue. If Mr. REMOVEDwishes to settle the past-due amount, we will gladly reinstate service on the new account and consider the matter and the balance resolved.Initial Complaint
Date:11/28/2025
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.
6 months ago, I paid REMOVEDup front to Orkin for services to eliminate and prevent rodent infestation and other pest problems. I am currently unable to live in my home as it is infested with rats. Ive lost all possessions due to rodents nesting in my furniture, etc. and have become very ill, ER twice in 3 months. Orkin has been paid in full but the problem is much worse. They are now telling me they cant do their job while Im doing some remodeling but have continued to be paid for ineffective work. At the time I signed my contract and REMOVEDdid their initial work, they were very aware that the house would be remodeled yet insisted it wouldnt impact their work only to use the construction as their excuse for how bad the issue has gotten now. Mentally Im fried. Ive lost everything I own and have a home I cant live in. I now need to pay for the removal of my damaged belongings, to sanitize my entire home as rats are inside the kitchen, living room, bedroom, bathroom. Attic, crawl space, garage, etc. and the rats have ticks which I need to now treat for as well. Ive been unable to keep any food in my home for months and have found nests in my laundry. Help!!Business Response
Date: 12/19/2025
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused Ms. REMOVEDresolve the issue, Ms. REMOVEDwill receive a refund of $4,386, and our local branch installed a complimentary garage door seal after determining the garage door was the source of pest entry. We also scheduled a garbage removal and cleaning service for December 23, 2025, to address damaged items and confirmed twice-weekly pest control follow-ups. On December 10, 2025, our Region Service Manager and Branch Manager visited the home to personally apologize for the delay and inconvenience.
We recognize that a missed quality audit and lack of communication contributed to this experience and we do apologize for the frustration and damage this has caused. We appreciate the opportunity to make this right and remain committed to delivering the level of service our customers expect.Customer Answer
Date: 12/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDE REMOVEDInitial Complaint
Date:11/26/2025
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 am filing a formal complaint against Orkin Pest Control due to their refusal to respond to my cancellation requests and their failure to provide adequate service.I contacted Orkin by phone and email on November 23, 2025 to cancel my account. I left a voicemail and sent a written request. After receiving no response, I called again on November 26, 2025, and once again received no answer or follow-up. I strongly believe they are deliberately ignoring my requests to avoid cancelling my account and continue billing.Additionally, the quality of service has been completely unacceptable:Technicians barely sprayed and did not thoroughly treat the problem areas.The REMOVEDinfestation has not improved at all.During the most recent visit, the technician stated he had no mouse traps available because he ran out. This means the service was knowingly incomplete and ineffective.I am demanding:Immediate cancellation of my account Written confirmation that all future appointments are cancelled Confirmation that no further charges will be applied A review and resolution of the poor service provided I no longer have any confidence in Orkin and consider their actions unprofessional, negligent, and financially abusive.Desired Resolution:Immediate cancellation and written confirmation that my card will not be charged again.Business Response
Date: 12/02/2025
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the delay in responding to Mr. REMOVEDcancellation requests and the concerns regarding service quality. This is not the level of service we aim to provide.
We have reviewed the account and confirm that it was cancelled on November 28, 2025, and a refund of $36.79 was processed on the same date. No further charges will be applied, and all future appointments have been cancelled. We encourage Mr. REMOVEDto contact the local branch should any additional assistance be needed regarding this account so that the concerns can be handled swiftly.Initial Complaint
Date:11/25/2025
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 just discovered that Home Team has been billing me twice a month for a long time for a service that is supposed to be once monthly. When I called to report the double charges, the representative immediately dismissed it and told me to call my bank, insisting it wasnt them even though the charges are clearly from Home Team and for the exact same REMOVEDone attempted to check whether there were two accounts tied to my address, investigate the issue, or offer any kind of solution. The representative was rude, dismissive, and completely unhelpful.I ended up having to call my bank, file a claim, and block them from charging me again. I canceled my service on the spot. My bank only allows me to go back 70 days for claims and I have been double billed by Home Team for over a year! I am in the process of requesting statements from my back dating back further but I suspect it's been since day one!Business Response
Date: 12/01/2025
Thank you for bringing this matter to our attention. We sincerely apologize to Mrs. REMOVEDfor both the duplicate billing and the dismissive response she received when she first contacted us. This is not the level of service we strive to provide, and we understand how frustrating this experience has been for her.
After reviewing the situation and speaking directly with Mrs. REMOVEDwe confirmed that the duplicate billing occurred because the associated credit card was linked to another account. Mrs. REMOVEDclarified that the card belongs to her husband and should only be linked to her account. She also confirmed that she does not know or recognize the other individual or account.
We assured Mrs. REMOVEDthat we are committed to resolving this matter promptly. While we are unable to refund the original card due to the time elapsed, we will issue a check once all necessary information is verified. Mrs. REMOVEDexpressed appreciation for our outreach and the steps we are taking to correct the issue.
Additionally, we emphasized that we value her as a customer and are actively reviewing our processes to prevent similar issues in the future and to ensure respectful, thorough service. Should Mrs. REMOVEDhave any additional questions or concerns, we encourage her to contact the local branch directly. Our team will continue to follow up until the matter is fully resolved.Initial Complaint
Date:11/21/2025
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.
Orkin charged in the ballpark of 230$ to even begin service. I signed on for the summer mosquito treatments and basic plan, which I was told visits would only occur for 3 months out of the year. Then, it was 92$ monthly after that. My family continued to be absolutely eaten up by mosquitos all Summer long, even after calling to let them know multiple times that treatment was not working and having them come between scheduled visits. The treatments never worked and I had to ask for additional things. They offered like dunks that would kill eggs (would have been nice to have before we got eaten up all summer) but by then, it was October. Also had to ask for basic things like mouse boxes that should have been here from the very first day since I was paying for that package. I ended up discontinuing the service because I had paid a lot for something that didn't work. Come to find out they had expected me to pay ninety two dollars a month year round, not just the months that they actually came. So I have a bill for 116$ for a very expensive service that never worked. I explained all of this to the workers who stated their supervisor would call me. Weeks went by with no call and I reached back out to the original contact. I was told that the supervisor had called me but he never did. Upon my second complaint, the supervisor did reach out to me and left a voicemail. I returned his phone call and also left voicemail requesting that he call me back. It's been about a month since then and I haven't gotten another phone call.Business Response
Date: 11/26/2025
Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address Ms. REMOVEDexperience.
After receiving the complaint, our Service Manager contacted Ms. REMOVEDdirectly to discuss her concerns regarding the mosquito service and billing. During the conversation, Ms. REMOVEDshared that she was unaware of the different options available for mosquito services and did not fully understand our EasyPay program, which bills monthly rather than per service visit.
The primary concern was that the mosquito service did not meet her expectations. Upon review, we determined the issue was service-related and compounded by a lack of communication from both the technician and our team. To resolve this, our Service Manager explained the mosquito service options and clarified the EasyPay payment structure. We also apologized for the misunderstanding and the communication gap.
As part of the resolution, we offered to adjust the charge, and Ms. REMOVEDaccepted both the apology and the adjustment. However, she requested to cancel her account and discontinue service.
We regret that Ms. REMOVEDexperience did not meet our standards and appreciate her feedback, which helps us improve communication and service quality.Customer Answer
Date: 11/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:11/20/2025
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.
Im extremely disappointed with my recent experience with REMOVEDoffice, and I want others to be aware before doing business with them. My home inspector, REMOVED, was completely untrustworthy and tried to upsell me on services I did not need from the moment he arrived. Even worse, he was dishonest about the pricing. I asked him multiple times to confirm the cost, and he repeatedly assured me of the same number. Once he had me signing paperwork, he rushed through it so fast that he skipped over every section where actual numbers appeared. Days later, I received a bill that was double what we had agreed on.When I reached out to the office, REMOVED, the office manager, acted apologetic and said he would escalate the issue and get back to me within a few days. It has now been two weeks, and he has completely stopped responding. He will not return phone calls or give any update at all.Between the shady sales tactics, the bait-and-switch pricing, and the lack of follow-up from management, this has been one of the worst customer service experiences Ive ever had. I would strongly caution anyone considering using REMOVEDin REMOVEDto think twice.Business Response
Date: 11/26/2025
We sincerely appreciate Mr. REMOVEDfor bringing this matter to our attention. After a thorough review, we identified that the issue arose from a misunderstanding regarding the total payment for services. Based on previous discussions, Mr. REMOVEDbelieved the amount would be $3,600.
To resolve this, a member of our team met with Mr. REMOVEDin person to carefully review all paperwork, pricing details, and inspection recommendations. During this meeting, we walked through each step together to ensure complete clarity.
Following this review, we agreed to honor the $3,600 total payment for the services in question. Throughout the process, we maintained open communication with Mr. REMOVEDvia phone, text, and in-person meetings. Our local branch offered a sincere apology for the misunderstanding and confirmed the revised pricing. Mr. REMOVEDaccepted this resolution and expressed satisfaction during our visit to his home.
We truly value the opportunity to make this right and remain committed to clear communication and exceptional customer service moving forward.
Thank you for your understanding and trust.Customer Answer
Date: 12/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVED
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