ComplaintsforRollins, Inc.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 10/27/24 i reached out to Critter control because i heard sounds in my attic.They came out Monday 10/28/24 to address my problem. They went over the contract based on what they felt i needed to correct my Critter issue. My contract covered them setting traps, remove critter then seal up the roof to avoid anymore issues that was supposed to last 4 or 5 months.They charged me $1863 The contract had them coming out several times to check the traps and remove any critters.They would set appointments to come out saying they did not need anyone to be there., They would arrive at an unscheduled time then call saying i needed to be there. They would also set appointments and not show up. I lost several work hour's and Money waiting for them to arrive. When they caught the critter they put tape to cover the hole.The sales *** that sold me the contract said the hole would be patched up with metal tar and shingles. When they caught the critter they patched it with tape instead. i was told that i was given incorrect info and needed to call a roofer to close the hole right away. I shared that no one told me when i signed the $1863 contract. As a result a critter got back in and we had to start the entire procedure again. I then receive a bill for $869. I had to call to let them know it was there fault the Critter got back in and that i should not have to pay anymore then what the contract said. This time they continued to miss appointments and would come at the wrong time. After i complained over and over they finally patched my hole with the correct materials. The job is subpar. I feel that i did not get what i paid for and was given the wrong information because they wanted my money.I am asking for a partial refund of $800 to hire another company to correct my issue.

  

  Business response

  11/14/2024

  We apologize for the experience the ******* have received; Critter Control strives for exceptional customer service.  The Technician went to the ******* home and performed a temp repair with metal and tar to the area so no animal could reenter, and no water could get into the repair.  We let them know that a roofer would need to repair wood rot and replace shingles.  Critter Control also submitted a refunded for $499.00.  Again, we apologize for the inconvenience in this matter. 
  

  Customer response

  11/14/2024

   
  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. I am pleased that they reached out and gave me a partial refund to make up for the problems, and am satisfied with their efforts. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got this service for my Dad that lives at *********************************************************************** *********** was a little under $600 dollars. I paid for in full for one year. I actually had to drive to ********** to pay for it. I told the lady there that I wanted to pay it in full because I didnt want it to keep charging my credit card and she said that was fine. My Dad has not had service since July. No had not spoke with him since July. They called him in October with not even speaking with him. I called ******** *******. Asked her for the corporate number because this doesnt seem right. She said oh no this is a franchise theres no head person. So even if youre not getting serviced by them youre still going to be billed. That lady at that office know I came there to purchase one year of service. I know I may not get my money back but you would be a fool to deal with them, knowing that after your year is done they will bill you 5 months later even if they had not spoke with you or coming out to your house period. So if i had paid in cash then what. This seems wrong to me. Ive had pest control before and Ive never heard of them billing you 5 months after your contract that was paid in full Nov 11 I was billed $83.44 a year ago I paid $550 for a year of service

  

  Business response

  11/15/2024

  We apologize for the delay in this matter. The ***** Franchise has refunded Ms. ******** credit card and cancelled the account per her request. If Ms. ****** has any further questions, please contact us at ***************.

  Customer response

  11/15/2024

   
  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,
  
  Charletti ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up for a year service from ***** WTH agreement f 268 down fr first visit than $77 each month after , paid the first amount first time they showed up second time card was declined for the $77 so sec a different card for billing after they left I get a bill for $44 called and was told card was kicked off auto renewal since it was declined thats why I got the bill for $44 ok no problem went online paid the $44 put new card on file put new card on auto renewal third time guy comes to **** he pulls in driveway bills card for the $77 comes in house and sprays leaves a week later I get a bill for $88 so I call orkin agine they tell me its because my card was kicked off auto renewal , told lady on phone at orkin office in ******** that the card was clearly on auto renewal when I paid the last bill online than after hearing the lady laugh about it with her coworker she tells me regardless I still have to pay them the $88

  

  Business response

  11/06/2024

  The Region contacted Mr. ****** to discuss his concerns and explained the billing/balance to him and apologized for the previous lack of information and treatment he received. The ************* reinstated the service but removed the mosquito service at his request. The account was also credited the $88.00 owed for his patience and understanding, as well as his troubles. We also removed ******* payment option per Mr. ******** request.  ************* has any further questions or concerns, he may contact us at **************.

  Customer response

  11/06/2024

   
  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

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Saw roaches in my kitchen. Called *****, ************. They provided two full services and another visit on 29 Oct. tech said should see results within ***** hours. This morning found ***** in covered coffee coffee cup. Call orkin to request cancellation of agreement. Talked to clerk then supervisor. Both refused to cancel agreement. What to do next?

  

  Business response

  11/07/2024

  We apologize for the inconvenience in this matter, the Branch Manager contacted Mr. ****** to discuss his concerns and apologized for experience he received. The Manager let him know that they have cancelled his account per his request, and if he would like us to ever come back out to help with his pest problems we are here to help. Again, we apologize for the inconvenience in this matter and if Mr. ****** has any further questions; he may reach us at **************.

  Customer response

  11/07/2024

   
  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

  11/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company continues to send unscheduled pest control people to my home when no one is there allowing them in to perform service and still charge me. Ive asked them to not come to my home unless I confirm. This way they're allowed in to perform services. I need the past due bill charges removed.

  

  Business response

  11/07/2024

  The Region Manager contacted Ms. ****** to address her concerns and made the appropriate adjustments to her day/service time, as well as job instructions.  The manager scheduled a callback service to complete the September PDS. We apologize for any inconvenience in this matter and if Ms. ****** has any further concerns she may contact us at **************.
  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired orkin to get rid of bees and the nest. They came out and sprayed alot of bees died however they were unable to locate and destroy or remove the nest. The bees are not active now because of colder weather with the nest still there I'm afraid I will have the same problem in the spring when they become active again. I paid over $400 to have professionals take care of this and they didn't find and destroy or remove nest. I am therefore requesting a refund as I still have the nest. I have contacted my local orkin office and corporate at least 8 to 10 times. I keep being put off by them telling me they have to escalate my call and someone from management and or the regional office in 24 to 48 hours. I have wai48 hours 2 or 3 times and no one ever called me from management or regional office . I am very dissatisfied and disappointed with this companies customer service as well as the service I received.

  

  Business response

  11/09/2024

  We apologize for the inconvenience in this matter, the Region Manager spoke to **** ******* to discuss their concerns and the bee issue.  The nest is inside a wall that is not accessible which is why it wasn't removed. If the Swalgins has any further concerns they may contact us at **************.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We paid a significant amount to exterminate bed bugs in our home. While I was initially okay with their efforts to remove the bed bugs, several months later, we still find them every other week.We were informed that a refund was possible, but the company wanted to attempt additional treatments before we requested one. Now that I am asking for a refund, they are challenging me and misrepresenting my wifes statements to avoid issuing a fair refund. After we requested that ****** ******** not put words in my wifes mouth, he offered us an inadequate additional refund.I do not appreciate being misled and then faced with negotiations. I no longer feel comfortable having this company with my wife and children in my home. If a team member is willing to lie in this situation, I do not want them around my family.

  

  Business response

  11/12/2024

  We apologize for the experience the ************ have received, ***** strives to provide our customers with quality products and services as well as the most well-trained employees anywhere.Comments such as the ************ help us to achieve these goals by letting us know when we fall short. The Region Manager has agreed and processed the refund check for $2,500.00.  In the future if the ******* ever have a need, we are hopeful they will give us another chance to prove our commitment to providing exceptional pest control services. They may contact us ************.

  Customer response

  11/13/2024

   
  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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******* **** and I formerly received services from *****. On September 30, 2024, I called ***** to cancel my services at ****************. I was told that you have a thirty day cancellation requirement. I informed the representative that I did not want anyone coming to my home and servicing it on October 9th and wanted it cancelled on that day. I was told Fine and the representative hung up. I received a reminder email that Orkin was coming to my home on October 9th and called a second time. I explained to a different representative that I had cancelled my services with *****. He assured me that he saw the cancelation and that no one would come to my residence. In October 9th, while I was away and during a hurricane, a representative came to my home and serviced it according to their report. Then I was charged $55.00. I have called the manager of the Orkin store, three times and not received a call back. I would like to be contacted as soon as possible regarding this issue.

  

  Business response

  10/31/2024

  The Branch Manager spoke with Ms. **** and thanked her for her feedback and apologized for her experience. ***** strives to provide our customers with excellent customer service, and it looks like we fall short; moreover, the manager refunded her the amount of the service that we performed against her wishes. Again, we apologize for any inconvenience in this matter.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a contract with *******. Termite damage was found in my outside wall. The cost of fixing was $8,000. They refused to refund me after I paid the contractor to fix it.

  

  Business response

  11/12/2024

  We apologize for the inconvenience in this matter. The Westerns service team conducted an inspection of Ms. ***** home in February 2024, at which time no evidence of active termite activity was identified. In April 2024, Ms. ***** hired a contractor to perform repairs to her window and home siding. Upon removing sections of the siding, the contractor discovered termite damage to the window frame, sheathing, and studs of her home. Ms. ***** promptly reported this to the ************* branch manager.
  Through investigation into this claim, ******* has agreed to reimburse Ms. ***** for the cost of the repair to the home, in the amount of $7,995.00 and retreat the area for termite activity. We apologize for any inconvenience in this matter and if Ms. ***** has any further concerns she may contact us at ************.

  Customer response

  11/12/2024

   
  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

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an account with Orkin for many years due to ********* ants. At the end of August we had a window replaced and our contractor found a huge ********* ant nest in the walls and window framing. This is the same place/issue we initially started with *****. Their website indicates next day guarantee and 100% satisfaction guarantee. I called to have someone spray inside the walls while the window was out prior to closing it up again. I was told by the lady at the Syracuse branch no one could come out for at least a week, I asked if someone from a different region could come out she said no, I asked to speak to a manger as this was an emergency and I was told they are short staffed and the manager was out in the field working. Was told the manager would call me or the regional and to this day I have heard nothing. Since early September I sent emails (9/5) online contact us forms (cant remember the dates) and finally called the main customer service number (10/7, 10/22, 10/24) who has escalated this to the regional manager, who hasnt contacted me either. No one has gotten back to me. They have violated both of their guarantees and I feel the balance of $147.95 should be removed. This has been an awful experience.

  

  Business response

  11/12/2024

  We apologize for the inconvenience in this matter. The Branch Manager contacted Ms. ****** to discuss her concerns and credited the balance on the account. Again, we apologize for the inconvenience and lack of communication on our part in this matter. If Ms. ****** has any further concerns; she may contact us at **************.

  Customer response

  11/12/2024

   
  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,
  
  ****** ******

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