Complaints

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

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  Rollins Acceptance Company

  2170 Piedmont Rd NE Atlanta, GA 30324-4135

  
• 

  Rollins Acceptance Company

  PO Box 530743 Atlanta, GA 30353-0743

  
• 

  Rollins Acceptance Company

  PO Box 1415 Atlanta, GA 30301-1415

  

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:10/20/2024

  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.

  I paid $5650.00 to Rollins Acceptance Company on May 9, 2024, to avoid financing after 90 days for the crawl space Dehumidification system. The system was installed February 8, 2024 by Orkin but only connected by the electrician four months later on June 14, 2024. I am due reimbursement for a delay in service for thirty-five (35) days. I expect to receive a refund at the current interest rates.I have reached out to the ***** manager in July and August, as instructed by *****, but I am still waiting for a response.

  Business Response

  Date: 11/18/2024

  We apologize for the inconvenience in this matter. The Branch Manager has tried contacting Ms. ******** on several occasions to discuss her concerns, unfortunately, we have been unable to reach her. The Branch Manager will stop by Ms. ********** home today to resolve her concerns.  In the meantime, if Ms. ******** could contact us at ************* at her earliest convenience. 

• Initial Complaint

  Date:10/18/2024

  Type:Customer Service 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 contacted Orkin as I had found signs of ********* ants in my home. They came out and provided an inspection. I agreed to pest services and 1 year of termite services. When the employee came out to provide the first service he informed me I am overpaying. He contacted the service manager who was argumentative but made the adjustment. After this I felt uneasy about the agreed upon services. I called to cancel an employee in the office informed me I did not sign a contract and could cancel at any time but the manager would have to do it. After two weeks with multiple calls I was finally able to reach him. He said my pest services were cancelled but I received another bill. He directed me to a regional manager who also took two weeks to return my call. He cancelled my service but said the 1 year of termite cannot be cancelled. I asked to review the service agreement which was never provided to me. He said the incorrect email was entered I confirmed my email and he said it was sent. Another two weeks and I receive a bill for a loan for three years of termite service. I contacted the manager and said I never agreed to this and still have not been provided a service agreement. He said the agreement was on an iPad and would be sent to me and another manager would contact me. Neither happened, this bill has a 22% interest rate which begins to acrue interest in three weeks from statement date. I have a bill for services that I did not agree to and have been lied to by a regional manager as proven by the multiple reasons the service agreement cannot be provided to me. I agreed to pay for the services provided but I will not pay for services I did not agree to. I feel I was deceived by what the company would be providing. I am reaching out to BBB as I have had conflicting answers from various employees and have been given the run around by the regional manager ***** ********** (sp)

  Business Response

  Date: 11/11/2024

  We apologize for the delay and allowing Orkin the opportunity to address Mr. ******** concerns. The Branch Manager would like to provide a clear overview of the events from our perspective and outline our plan for resolution.
  
  Timeline of Events:

  Initial Inspection: Our team conducted an inspection at your home, during which pest control services and termite control services were discussed.

  Service Agreement: Following this, you agreed to both pest control and a five-year termite service agreement, which included annual prepayments of $300 for years 2 through 5. To pay for services you applied for a loan to Rollins Acceptance Company.  If that loan is paid off within 90 of the original treatment no interest will be charged.

  Cancellation Request: On September 11, 2024, you requested the cancellation of pest control services, which was processed as per your request.

  Credit Application: Following our discussion on October 16, 2024, a credit of $1,200 was applied to your account with ********************** on October 17, 2024, to reflect the cancellation of coverage for years 2 through 5.

  Service Agreement Email: Following our discussion on October 16th, 2024, a copy of the original service agreement was emailed again on October 17, 2024, by the original inspector.

  Resolution Plan
  To ensure your concerns are fully addressed:

  1.  We have confirmed the cancellation of your pest control services.  Your termite policy will be active for one year and at the end of that year you can cancel and have the termite bait stations removed or you can renew the termite agreement on a year-to-year basis.

  2.  The manager is committed to resolving any outstanding billing issues and will work with you directly to ensure clarity.

  Please feel free to reach out to the manager directly at ************ or *********************** should you have any further questions or require assistance. Thank you for your understanding as we work to resolve this matter.

• Initial Complaint

  Date:10/10/2024

  Type:Billing 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 contacted Orkin to conduct a termite inspection of my home. They offered to do the job for $1,403.36, which I accepted. I asked if they provided any interest-free payment terms and they said I could pay off the balance over three months without being charged any interest. They also stated that they use Rollins Acceptance Company (RAC) as their finance aGENT. On 5/16/24, I received a Credit Decision document from Rollins indicating that I was accepted for a loan. The Credit Decision document also indicated that I qualified for 90 days "same-as-cash" terms. On 6/23/24, I received a statement / invoice outlining a payment schedule of $136.11 per month, based on a 12-month payoff, with the first payment due on 8/15/24. on 8/9/24, I sent a payment of $475.00 which was received / cashed on 8/13/24. The next monthly statement was dated 8/25/24 with payment of $136.11 due by 9/15/24. On 9/9/24, I sent a check for $475.00 which was received and cashed on 9/13/24. Having now paid $950 towards the balance due of $1,403.36, I anticipated the final payment due them would be $453.46. On 10/1/24 I received their statement which indicated that if I planned to pay off the full balance due, the amount would be $556.73. I immediately called the company to state that I was offered the same-as-cash deal for 90 days and that the balance due was $453.46, not $556.73. She claimed that the 90-day same-as-cash promotion began on 5/16/24 when I received their Credit Acceptance document, and not from the first payment due them on 8/15/24 as shown on their statement. This, in my book, is a blatant, unethical example of "bait and switch." It turns out that this company has a long history of s******* over consumers. The BBB gives them a very low, one star rating. They should be investigated for their very poor business practices.

  Business Response

  Date: 11/08/2024

  We apologize for the inconvenience in this matter. Rollins Acceptance Company has contacted Mr. ******** to discuss and resolve his concerns.  RAC and Mr. ******** are working on a resolution and in the meantime, if he has any concerns, he may contact RAC at ************.

• Initial Complaint

  Date:09/22/2024

  Type:Sales and Advertising 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 had Orkin come out for an initial consult and the employee advised me it would be better to go with another service over the pest control because I am dealing with mice. I agreed and he had me update my contract. He said they needed to run a soft inquiry in order to validate home ownership so I agreed. I see that this company ran a hard inquiry instead which I have now disputed through the credit bureau because I did not agree to this. This is misleading for ***** to advise customers they are running soft inquiries but run a hard which has now impacted my credit score. This inquiry needs to be removed.

  Business Response

  Date: 10/10/2024

  We apologize for the inconvenience and confusion on our part in this matter. The Rollins Acceptance Company has removed the hard credit inquiry. Again, we apologize for the inconvenience in this matter.  If Ms. Earl has any further concerns, she may contact us at 704.579.7590.

• Initial Complaint

  Date:07/06/2024

  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.

  Contract signed on 7/3/23. Never provided definitive proof that the residence required over $6500 of drastic treatment to be habitable. encouraged to sign, out of fear that the house would be condemned otherwise, and I would lose this property. encouraged by Orkin worker *************************** (ZS), to keep things quiet regarding the "infestation" for this reason. was only provided photos of the alleged issues after (ZS) and I had left then residence, and I had scheduled second opinion from Terminix. was still residing in *************, (two-hour drive each direction follow up challenging). No photos provided show any information making it clear it was my residence. I originally planned to pay cash, but the $6587 was removed from my account prior to any work being done. Was refunded, chose to finance through RAC. work had to be postponed due to electrical issues that needed to be cleared. electrician made no comments regarding obvious signs of infestation. Asked ******* to let son (24) look to ensure work was needed. requested photos using my phone. workers seemed uncomfortable with request. That they would need to talk to superior, was led to believe that they would be punished. was present when the work occurred, on both days, and nothing appeared to be added or removed. before/after comparison photos requested not provided. supervisor from the local Orkin branch came to inspect the work, didn't have a drill to access the attic space and refused to break seal over 2nd area. asked him to come back to check it to make sure the work had been completed. Crickets since 8/24. Contacted local branch, they thought it was amusing. So, no proof from ***** of work being done. Wrote to RAC on about needing confirmation in 2/24, they decided to have ***** call me about my bill headed to collections. Was told ***** is RAC, and theyre allowed (?) ***** would inspect on 7/12/24 (a year later) Orkin supervisor (Will?) said youll be able to pay your your bill then, yes?

  Business Response

  Date: 07/25/2024

  We apologize for the delay in this matter. The Region Service Manager contacted ************** to discuss her concerns and scheduled a Quality Audit for 7/12 letting her know the Branch Manager would be the person to render the service. During that conversation there was no mention of feelings towards the Branch Manager or previous life issues, we apologize for not realizing how ************** felt, the Region Service Manager would have not sent him. At this time ************** had not mentioned wanting her son at the appointment, just that she has a tight schedule due to Dr. ************************* style="font-size: 0.875rem;">On 7/11 ************** left a message with the Region Service Manager saying she was ill and had to reschedule and she would let the Branch Manager know.
  

  On 7/12 The Branch Manager called ************** to reschedule the ** at her convenience and they settled on 7/23 anytime. 

  The Branch Manager called the ************** in advance to say he was on his way, she answered and confirmed. He performed the ** and showed the customers the pictures and got her signature saying he was there. 

  The Region Service Manager called ************** after the second BBB complaint had come in to discuss her concerns and she stated she had previously told him not to send the Branch Manager or she wouldn't have agreed.  We apologize for the miscommunication in not realizing Ms. **** did not want the Branch Manager at her home. The Region Service Manager offered ************** to have our Lead Termite Tech ******** come out for another ** at her convenience so she could take pictures and go through the process again and answer any questions she may have. ************** said she will let him know.

  The Region Service Manager also emailed the original inspection report and ** paperwork to her to further confirm insulation was put in her home.

  Again, we apologize for any inconvenience in this matter. If ************** has any further concerns; she may contact us at ************.

• Initial Complaint

  Date:04/30/2024

  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.

  My complaint is with both ***** and Rollins.I feel I have been misled by ***** I signed a contract for work to be done and in deep dispute the total amount charged.They say they gave me a credit to help cut the cost down,Now Rollins it took till the day after the payment was due for them to give me access to the bill.Claiming I am late and they still have the same overcharge on there.I am not making a payment so they can take what they want.It seems to me like they are just trying to do what they want.Please anyone considering ***** Go somewhere else I was told some things would be done completely and after they were done I found by looking myself were not

  Business Response

  Date: 05/22/2024

  We apologize for the inconvenience in this matter. The original loan that was completed with ****************** has been removed.  ****************** has decided against some of the service that was in the original proposal. When a new loan has been to be submitted, Rollins Acceptance Company (RAC) will reach out to ****************** and assist him with the online portal and go over how he can reach out to RAC.  Again, we apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:03/26/2024

  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.

  My initial invoice was for $2,000. Even though I have paid $265, my bill continues to rise. Despite my explicit request for an invoice that accurately depicts the total amount I deposited; I have not been provided with a statement that deducts $265 from the $2,000 owed. Furthermore, I request that ******** Acceptance Company provide an explanation for the $2,000 invoice. ***** merely installed steel wool beneath my siding for a price of $2,000. I would like for ******** to send me a new statement reflecting the $265 paid, and minus the 21% and the $9.00 Fee. I want to pay this bill even though I did not personally sign this contract, and this is way I terminated their services immediately. I do not have a contract date, because I *************************, did not sign a contract.

  Business Response

  Date: 04/17/2024

  We apologize for the inconvenience in this matter. The Rollins Acceptance Company has contacted ******************** to resolve his billing concerns.  If ******************** has any further concerns or questions he may contact us at ************.

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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.

  The company sends me a bill every month. An there is never showing what my balance is. I was told my employee with the company they don't have to provide that. An then they said my principle is on my statement. Which it isn't. I miss one payment due to having health issues an they harrass me by calling an I tell them I'm Sending the payment out. They called at 8:00am in the morning waking me up. I was trying to get a loan from my Mortage company and when they asked me what the balance was left I couldn't provide the info I told them why and they said by law they have to provide me every month with what my remaining balance is.

  Business Response

  Date: 02/14/2024

  We apologize for the delay in this matter. The Rollins Acceptance Company has sent ************ the payoff balance, per his request. If ************ needs further assistance; he may contact us at ************** and we will be happy to assist. 

• Initial Complaint

  Date:01/29/2024

  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.

  Rollins Acceptance takes money from Orkin customers, and the two businesses don't communicate well, because if they did, someone would have cleared up the "business ethics" that Rollins follows. I had work done by ***** back in January of 2023 that took MONTHS for them to get right, and even though the work was unfinished for a crazy amount of time. I inform ***** and rollins that I would halt my payment until work is completed which they didn't do until around October of 2023 I was charged from day which I was paying for unfinished though months passed between the work being started and finished. I spent hours on the phone with Rollins and ***** they finally completed the work which i was satisfied with i did ask because of this if anything would be deducted off my bill they said no. They are telling me my service will be discontinue because of none payment for the big job they did and it will be sent out to a collection agency for none payment. I told them that i has surgery this month and make payment in February all rollins and orkin care about is their money i been going back and forth with them and keep getting different story from both first i was told that ***** can only make price adjustments then i was told by orkin that rollins can only make the adjustments because they are a fiance company. In all honesty I now wish that I went with another company I was warn by a very trustworthy person that both companies are out to take advantage of people by having them get a loan with rollins for big job this is not right at all I should have listened to the person who told me not to do business with them because all they care about is getting their money and not going to take anything off the bill and will make up false notes saying things you never said that person who gave me this information work with the company. As a customer no I'm not satisfied with the way they are handling this whole billing situation. I did make payment last month and the this month

  Customer Answer

  Date: 02/02/2024

  My name us ******************************* I file a complaint against Rollins Acceptance Company. I send have spoke with them and we have come to an agreement. So with that being said I would like to retract my negative complaint against the company. I truly apologize for any inconvenience I have caused my ID number is ********
  

  
  

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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 used to have a service agreement with Orkin. I was contacted in October of last year because my monthly charge was raised. I was not informed by phone or email, and for some reason I was not getting paper statements. When I was told my rates were raised, and that the new monthly charge would be over $100 a month, I asked to terminate my service because it was too high. I was persuaded to keep my service, being told that my previous rate would be kept, I owed nothing additional, and my service would continue.I was on a two month schedule, I had paid my regular bill on 10/4/23. I was not contacted any further. I still hadn't gotten any statements mailed or emailed to me. Then Rollins sent me a bill for $119.87. I immediately contacted ****** at my local Orkin branch on 11/14. She said she would remove the fees, and I, being disgusted, terminated my service once and for all.On 11/20, I checked to see if my outstanding balance had been removed. It hadn't. I called Rollins directly this time. Again, I was assured the balance would be cleared. I called again on 11/22 and talked to Destiny at the Rollins office, who then called ****** at the Orkin branch, who both assured me the balance would be taken care of.Fast forward to today, January 22, ****, and I got a final notice from Rollins, for $119.87, again, the same amount that was supposed to be cleared months ago. I have called Rollins directly, again, and talked to yet another lady named ********, who has noted all the notes on my account saying the balance should be cleared, even though I continue to get statements threatening to turn me over to collections. I want this to stop, and I don't just want them to make my balance disappear. I want them to clear my balance, then I want them to PAY ME that $119.87 for what they're putting me through! This is straight up harassment! They are paying me lip service, in hopes I'll get scared and pay anyway! It's dirty as sin, and it should sting them!

  Business Response

  Date: 02/06/2024

  We apologize for the inconvenience in this matter. The Region verified with the customer that they will not receive any further correspondence from ***** and the Branch Manager removed the $119. 00 invoice. Again, we apologize for inconvenience.