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

  
• 

  Rollins, Inc.

  1355 Bells Ferry Rd Marietta, GA 30066-6011

  
• 

  Rollins, Inc.

  179 E Burr Blvd Ste G Kearneysville, WV 25430-4964

• 

  Orkin Pest Control

  10101 W Innovation Dr Ste 500 Milwaukee, WI 53226-4832

  
• 

  Orkin Pest Control

  2626 Larson St La Crosse, WI 54603-1827

  

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:05/28/2025

  Type:Order 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.

  Service Date: 05/08/2025 Amount Charged: $138.56 I am writing to express my deep frustration and disappointment with the recent experience Ive had with HomeTeam, specifically regarding the unauthorized renewal of my pest control contract and the unacceptable customer service that followed.Earlier this year (January/February), I clearly requested that my quarterly contract not be renewed after the current term. This was confirmed in a phone conversation with your customer service representative. At that time, I reluctantly agreed to complete the existing term since the renewal had already occurred and no refund was offeredbut I made it explicitly clear that I did not want the contract to be renewed again. That request was acknowledged on the call.Despite this, the contract was renewed without my consent, and I was charged $138.56. The technician who visited on 05/08/2025 offered no indication that the service was part of a renewed contract, and no one asked for my approval. This is extremely misleading and unethical.When I contacted customer support to address this.I was told the renewal was based on a note from a representativeone I have no access to or knowledge ***** request to review call recordings (which would confirm my cancellation request) was denied.I was promised a callback from a manager, which never happened despite multiple follow-ups.The representatives I spoke with were dismissive, unhelpful, and, at times, outright rude.I feel completely misled and ignored. Its unacceptable that a company would operate with such a lack of transparency and disregard for a customers clearly stated intent. I trusted that my cancellation request would be honored. Instead, I am left dealing with an unauthorized charge and an evasive support team unwilling to resolve the issue.Immediate cancellation of any existing or future contract.This has been a frustrating and unacceptable experience. I expected better from HomeTeam.Sincerely,Shankara

  

  Business Response

  Date: 06/02/2025

  We apologize for the delay in this matter.  The manager contacted Mr. ********* to discuss his concerns and per his request canceled the account and agreed to refund the $138.56 back on his credit card.  Again, we apologize for the inconvenience in this matter. In the future if Mr. ********* ever has a need, we are hopeful he will give us another chance to provide excellent pest control service. He may email our corporate office at *************************************************** if we can be of service to you in the future.

• Initial Complaint

  Date:05/28/2025

  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.

  I have had service with ***** for over 10 years. I was contacted a couple of months ago saying it was time for my 10 year renewal service. Im assuming this is just like the other times I have renewed. A gentleman came to my house, filled the bait traps and some other things. He never mentioned to me a price. He never explained to me that I was financing something at 21 % interest rate. He stood there with his iPad waiting on my signature. I signed his iPad. Im left thinking I will get a bill for $400 or $500 as Ive done in the past. A few weeks ago I get a bill from RAC for $11,871 that has been financed at a 21% interest rate, with a monthly note or $332.29, which I cannot pay. I called the ************ and spoke with the site manager, ***** ****. I told him I felt like a con-man had been in my home and felt this was a dishonest business practice. He assured me he would look into the situation and get back to me. I never received a call back. I called and left a message for him twice, and did not receive a call back. On May 27, I talked to another supervisor because Mr. ***** was in a meeting. He assured me that either himself or Mr. ***** would return my call that day. I never received a call. I called again today and canceled my service. Im put through the phone to Mr. ***** and tell him I want my service canceled. He said I have prepaid for 5 years. I told him to cancel everything. I do not want to do business with someone I dont trust. He basically gave me no resolution and did not care one bit how dissatisfied I am. I have contacted my attorney who has advised me not to pay anything, but I dont want my credit ruined over this. Can you help me in any way? This is so unfair. $12,000 is a lot of money, and when someone is being charged that much, they should understand that. I also never received any paperwork or a copy of the signed paperwork. I had no idea what I was charged until I got the bill from the financing company.

  

  Business Response

  Date: 06/19/2025

  We apologize for the experience Ms. *** has received with Orkin as this is not up to our level of service, we strive for exceptional customer service, and it looks like we fell short. The local branch has contacted Ms. *** to resolve her concern and keep her as a valued customer, unfortunately we were unable to resolve her concerns to her satisfaction.  The branch has agreed to remove the total amount of the service and cancel the account. In the future if Ms. *** ever has a need, we are hopeful she will give us another chance to prove our commitment to providing exceptional pest control services. Please contact us ************.

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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 had contracted with Orkin Pest Control to provide two services for me. The first was listed as deck maintenance for approximately $4,500 and the second was to clean out and re-insulate my attic for approximately $12,000. They performed the deck maintenance and attempted to perform the attic service, however were unable to do so as they did not have the right equipment for the work that needed to be done and the structure/shape of my attic. I attempted to pay for solely the deck maintenance portion by credit card as they said they would take the ~$12,000 charge off my account. After I made this payment they (in error) refunded my credit card payment as their internal billing person incorrectly took the entire ~$16,500 off my account (resulting in the credit card refund). Without any notice to me or trying to get me to pay (again) the ~$4,000, ***** sent me to their collection agency who are attempting to charge me 22% interest amounting to approximately $1,500 on about 3 months of interest and penalties. I had multiple calls and text message exchanges with the branch manager (***** ********) as well as the collection agency (Rollins **********************) where they saw "in the notes" to my file the confusion and incorrect refund and that "this would get taken care of". Unfortunately, this has not been taken care of and I continue to get daily calls from the collection agency with demands to pay an ever increasing interest amount. I have offered to pay the original amount owed (~$4,500) multiple times, but without success in getting Orkin or Rollins ********************** to resolve the issue. An issue that was due to their multiple, repeated mistakes in their billing department.

  

  Business Response

  Date: 06/27/2025

  We apologize for the inconvenience in this matter the *************** is working with the local branch and Rollins ****************** to confirm that the interest has been removed from Mr. ***** account.  Again, we apologize for the delay in this process.  In the meantime, if Mr. ***** has any questions, he may contact us at **************.

  Customer Answer

  Date: 06/27/2025

   
  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:05/26/2025

  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.

  ***** promised in fall 2024 to get rid of mice for one fixed price - or full refund. They mostly just sprayed for bugs and put a few traps out. When mice continued they finally said in April ********************* a lot more to rid house of ******* I asked for a refund - 4 times by phone - and secretary told me that the people who could approve that would call me. They have not.Mice are still here and I cancelled their service in April.I am a senior on fixed income and told them clearly that only wanted mice gone and they promised they would do that for a certain amount or refund. I need the money back.Thank you

  

  Business Response

  Date: 06/19/2025

  We apologize for the delay in this matter. Ms. ********** account was transferred to an Orkin Franchise location which has caused the delay. We apologize for the amount of time it has taken. The ************* reviewed the account and processed a refund for $248.70.  Please allow 10 days for mailing.  *************** has any further concerns, she may contact us at ************.

  Customer Answer

  Date: 06/19/2025

   
  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:05/25/2025

  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.

  On the afternoon of May 14, 2025, I contacted Orkin Pest Control to schedule a same-day service. I was given an appointment window of 4:006:00 PM, which was later confirmed via email.After the confirmation but before the scheduled appointment time, I was contacted by a representative named ***. However, no service provider ever showed up during the 4:006:00 PM window.Following the missed appointment, I reached out to *** to let her know that no one had arrived. She then forwarded me the personal phone number of a supervisor. I attempted to contact the supervisor but received no response.Since May 14th, I have made multiple attempts to get in touch with ****** customer care team but have been unsuccessful in reaching anyone. This lack of communication and failure to deliver the promised service is extremely unprofessional.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/02/2025

  We apologize for the inconvenience in this matter. The Region Service Manager contacted Ms. ******** to discuss her concerns and followed up with the service that was provided on 5/29/25.  Ms. ******** stated she had no further concerns and the Region Service Manager gave Ms. ******** his cell phone number if any concerns arise. Again, we apologize for the delay in this matter. 

  Customer Answer

  Date: 06/02/2025

   
  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:05/25/2025

  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.

  4/4/25- Called Orkin to request service after finding a mouse in our house. I was sold a service plan for $315.36. I was told the first appointment would include a thorough interior/exterior inspection of the house and pesticide treatment. The plan also included routine follow-up visits (first one was supposed to be in May), and free return service.4/5/25- Orkin Pro (*****) came to the house. The appointment was supposed to be 1 hour, but he was in the house for no more than ************************************************* his truck parked outside our house. He said Orkin doesn't spray pesticide for mice. I asked if he could still spray for the other pests included in the contract, but he said he all he does is lay mouse traps and sticky pads. I asked if he was going to do the inspection; he said he doesn't do that either and that I'd have to call local branch if I want that. Then he apologized if he seemed "off" because his dog had just passed away.April/ May 2025- Never contacted to schedule the promised follow-up visit. I messaged Orkin national to contact me about the issues and misinformation. No response.5/16/25- Called local branch to cancel/ request a refund. Told her about all the inaccuracies in what I was sold, the "service" I got, and what ***** said in his service report. The girl said Orkin assigned my appointment as an "odd job" which I was never told about. Apparently ***** also had me sign papers at the beginning of the appointment (which Orkin takes as I was satisfied with his service), but the girl said I should've signed at the end. I said it wasn't fair to pay $315.36 for mouse traps, and that I be punished for being misinformed. No callback from manager.5/21/25- Left a voicemail for local branch again. Called Orkin national to cancel/request a refund that way, but the girl (who was short with me) said all she can do is email the manager and I'll get a call at some point. I then emailed local branch as well. No response.

  

  Business Response

  Date: 06/23/2025

  We apologize for the delay in this matter. The manager has tried contacting Ms. ******* to resolve her concerns leaving a voicemail for her to contact the manager.  ************** could contact us, we would be happy to assist in her concern. She may contact us at ************** at her earliest convenience. 

• Initial Complaint

  Date:05/22/2025

  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 have been a customer with ***** since 2011 and in that time my grandmother has paid $500 annually plus $100 bi-monthly. Now in 2025 Im inquiring as to what that $500 fee is for annually and nobody has any clue. It doesnt show up on my online account, the phone center has no clue as to what its for, and the installer has no idea. According to their records we started in 2013 (but I have the original contract from 2011). When asking to speak to a manager or account manager to explain the charges they say someone will call you and they never do. It seems very clear to me that Orkin has stolen $500 a year over a 15 year period from my grandmother. Even still I just want a proper termite service and Ill pay whatever is appropriate for that but instead I get the run around and nobody ever even contacts me. The person who answers the phone has a very poor attitude and is no help at all in finding the information or getting me to someone who can help. Meanwhile I have a pile of termites in my back yard and bait stations that look like they are also 15 years old and never touched. For $20,000 over 15 years this is the treatment my family deserves? I paid the $500 this week to keep the service active and it doesnt show at all in my account. I asked for a receipt and they said they would send it but they never did. I would like to be compensated for the $500 fee that we were improperly charged from 2011 through 2025. Whether in a check or store credit.

  

  Business Response

  Date: 06/17/2025

  We apologize for the inconvenience in this matter. The local branch contacted Mr. ******** to discuss his termite billing and how it worked. Mr. ******** has chosen to pay his renewal all up front. Again, we apologize for any miscommunication on our part in this matter and if Mr. ******** has any further concerns he may contact us at ************.

  Customer Answer

  Date: 06/17/2025

   
  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:05/22/2025

  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.

  I am owed a $480.00 refund check which I have yet to get back for over 3 months.

  

  Business Response

  Date: 06/02/2025

  We apologize for the delay and inconvenience in this matter.  The manager contacted Ms. ***** to discuss her concerns and processed a renewal refund for $480.00. Once the refund has been received at the branch they will be call her and let her know it was received and will be mailed that day.  Again, we apologize for the inconvenience in this matter. 

  Customer Answer

  Date: 06/02/2025

   
  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:05/21/2025

  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.

  This is a service contract for service date 5/20/2025-5/20/2026. Premium for contract was paid in April 2025. I request ***** to cancel the contract and refund my money. Request was made in early May before contract period began. They are refusing to refund the money.

  

  Business Response

  Date: 06/16/2025

  We apologize for the delay in this matter. The *************** has researched the account; the future renewal has been refunded and mailed to Ms. ******* please allow 5 to 10 days for mail delivery. Again, we apologize for the delay and inconvenience in this matter. If Ms. ****** has any further concerns, she may contact us at ************.

• Initial Complaint

  Date:05/19/2025

  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.

  Health Reaction During Treatment:During the treatment, I experienced a severe allergic reaction, including eye burning, throat tightness, muscle spasms, stomach pain, weakness, and headache. I had to leave my home mid-treatment and when I returned home around 7pm I began experiencing the same symptoms and made the decision to stay in a hotel overnight due to the intensity of the reaction. I ended up calling the Poison Control Center line and explained my situation and was informed that there have been cases of physical reactions to Termidor, but that the symptoms eventually went away.Chemical Residue Found Inside Home:When I returned the following morning after my hotel stay, I discovered chemical solution on the ground and on some of my personal clothing, despite being told the treatment would only occur in walls and the attic. This is unacceptable. I have photos of this as well. I began to experience the same symptoms as the day prior as I attempted to do a deep clean of my home and had to leave the house again.Failure to Inform About Safety Precautions:The following day (May 6, 2025), ****** ******, Termite Service Manager, came by to relocate the bait station. He asked me if my A/C duct system was in my attic, to which I responded "yes". He then informs me that attic treatment required the A/C system to be turned off during treatment and for a few hours following treatment something I was never told, and which likely worsened my reaction as the chemicals circulated through my home. During the treatment of my attic, the technician wore a mask, but since I was at home working, I was breathing in the Termidor the entire time I was there. This is a huge oversight and had I known this, I would have turned off the a/c and avoided all this mess. I called ***** ******* twice after finding this out, and he was away from his desk both times, and when I left a message with his office administrator, I never received a call back.

  

  Business Response

  Date: 06/02/2025

  We apologize for the inconvenience in this matter. The manager contacted Fedora ********* to discuss the allegations and health concerns. The manager previously emailed the ********** a copy of the service record of all products used on her property. The manager had reviewed the standard service and explained to Ms. ********* that the two products used in her home ********* and Termidor SC.  He advised her that Orkin will not be refunding the cost of the service or hotel expenses and apologized for her not feeling well. If Ms. ********* has any further concerns, she may contact us at ************.