ComplaintsforTruly Nolen of America, Inc.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an account with Truly Nolan, and I have had it for nearly 7 years. The former owner of our house also had a Truly Nolan account which we then picked up. On an annual basis, one of their inspectors (**** ********) examines our house for termites. I also examine our house on a regular basis. A few years ago I discovered a termite trail going up a poled that connects to a large beam that helps hold up a roof over part of our patio. Truly Nolan sent someone out who injected poison into the ground to stop the termites. Last summer, I noticed a new termite caste in the same place. When **** ******** came out to look at it, he broke it open, saw no termites (it was a hot, summer day and the caste had dried out). He concluded that no treatment was necessary. This winter (late November) I noticed that the termite caste was back in the same place. We were having our house painted at the time, and our painter (**** *****) pealed back some loose paint and discovered a fairly large colony of live termites in the cross beam, and enough damage had been done that the beam and support pole will have to be replaced. I can only conclude that the inspector (Rick Schuster) was negligent in not taking this infestation seriously enough to have it treated before the damage would be done. It is my conclusion that Truly Nolan should pay for replacing the beam and pole. I will not renew my contract with them when it expires.

  Business response

  01/26/2023

  Mr. **** contracted with Truly Nolen for termite service with a retreatment-only guarantee in July of 2020. Truly Nolen did have a termite contract on this property previous to 2020. However, the account was canceled in October of 2019 and remained without Truly Nolen service until Mr. **** contracted with us in 2020.

  
  Truly Nolen provides treatment and treatment recommendations based on accessibility and non-destructive visual inspections. (See attached Terms & Conditions, Paragraph 5). We have documentation from at least 2010 notifying each homeowner at every annual inspection of pre-existing termite damage at or near the viga/support beams as well as multiple other areas. This information should have been disclosed during sale of the property and/or during a home inspection.

  
  In addition, the retreatment-only guarantee does not cover repair or any previous damage a structure may have. Please see the attached Terms & Conditions, Paragraph 3 for details.

  
  Truly Nolen has met its service obligations based on the terms of the current agreement. Therefore, there is no reimbursement to be made by Truly Nolen

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Truly Nolen on 02-08-2022 for help to rid my home of rodents. I paid $487.13 on a one-year contract for this service. I expected professional help in knowing how to rid homes of rats/mice. This whole experience has been a joke and a hot mess. Lying and inferior services provided by *********** and *******, for three months forced me to call their customer service and ask to speak with Corporate. Instead, I got a call from branch manager, Mark, on 5-25-22 who told me he would handle things. I had been told by Jason in 03-2022 that I had a roof rat problem. The smell of rodents was/is strong in my garage and affects my bronchitis. I can hear rodents in the walls and attic and see them in my home. I told Truly Nolen that I am afraid of rodents and expected them to help me rid my home of these pests. Nonetheless, (1) the technicians would promise to come out and never showed on numerous occasions when I called for services. I was told by tech ******* in 06-2022 that the company policy is to come out twice per week for three weeks and then stop? They couldn't even do that. (2) The necessary exclusions were not all done to prevent rodent from entering my home. (3) Worst yet is the fact that the sunflower seeds placed on 15 traps have been on the traps since 04-2022 and the techs refused to change them. The explanation is that sunflower seeds are used in the area where I live, yet I live 2 good blocks from a bayou? (4) I asked that tracking powder be placed in inconspicuous areas to kill rodents in the garage and home and was told they only use powder in commercial buildings. (5) I asked that something be done about the smell and never got this service. I got so frustrated that I have tried to handle things on my own. I still have rodents, one died in my walls, and another was in my XMAS decorations which caused me to run straight into the wall. This inferior service provide by Truly Nolen is contrary to the services their website indicate they provide.

  Business response

  01/13/2023

  Due to the location of the home near a bayou and structural issues, the rodent pressure is high at this residence and a contributing factor to the ongoing rodent issue. These are factors that Truly Nolen cannot control. However, our initial scope of work closed up rodent entry points discovered upon initial inspection. Subsequently, we re-inspected the property and found more openings since the original exclusion. At no charge to the customer, we did additional exclusion work to close these new entry points. We had to decline Ms. *****’s request to use a rodenticide and tracking powder within the residence and garage for safety reasons. Both of these products are toxic.

  
  In addition, we put out numerous snap traps. In early September, we did our final trap check having caught no more rodents. This is the last we heard from Mrs. ***** and considered the matter solved.

  
  To satisfy Ms. *****’s complaint, we will refund the full cost of her rodent services ($487.13). Our branch manager has reached out to Ms. ***** via phone and left her a voicemail regarding this refund.

  Customer response

  01/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18717778 and find that this resolution (a full refund of the entire $487.13) would be satisfactory to me. Then I can begin to contact an experienced company.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  11/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been under contract with truly Nolan for years they acquired our contract from solutions pest control. Every year we have had active termites that are spreading, they treat every year or more though they continue to spread in our home from room to room. They also reoccur at the original sites. Basically nothing is getting better it gets worse every year. I have talked to them over the last few years and told them they can do whatever they need to do to get rid of the termites. We have had holes drilled in our floor that are unsightly. We have had our drywall cut into that was never repaired. I am currently waiting this year to hear what their plan is, the gentleman was here and inspected? I found two other new spots the next day. He said he is contacting The district manager and I will be happy with what they will do. I still don’t know what that will be he has yet to get back with me. I’ve been frustrated for years and would like to know what to do and what kind of treatment will free my home from termites.

  Business response

  11/28/2022

  Our branch manager spoke with Ms. ******** on November 21st. He also had a technician scheduled to complete a full service on Monday (the 21st). After consulting with the customer, the plan is to have the home angle-drilled and treat any other areas necessary to control termite activity.

  
  Our technician started the process on Monday and will finish next week after the contractor has completed his work, so we can treat the other side of the home. In addition, our branch manager is arranging to personally inspect other areas of concern mentioned in the complaint.

  
  Ms. ******** said she was happy with the plan and has our branch manager’s direct phone number should she have any additional concerns.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired business for pest control. They said at time of contact they only did outside because of COVID. They said they would come out, spray and then wait and come out again in 4-6 weeks to follow up. They said 1st time would be so much, then the 2nd time would be about 2/3rds the amount and then they would come about every 2-3 months at a consistent fee less than the first 2. After the 2nd time out within a week or so I was infested with crickets so I called and then emailed I was cancelling further treatments. 6 weeks later an agent showed up to do the pest control.. I told her I cancelled the service because of the bugs and the inconsistent price. She left and when I called the office again they said there was a canal elation fee. Never mentioned before. Being 74 & partially disabled I believe I was taken advantage of. I have paid the termination fee of $175.00 and want that fee back as I was misled from the start. It is unconscionable when their treatment didn’t work. They lied about the cost and never mentioned there was a fee to cancel their service. Thank you!

  Business response

  11/21/2022

  Our local branch manager has attempted to contact Ms. Surloff on four separate occasions to discuss her complaint and offer a resolution without success. Without her cooperation, we are unable to find a suitable resolution for both parties.

  
  Some background: When Mrs. Surloff sought service from Truly Nolen, she signed a contract that clearly states on the front page that there is a cancellation fee of $175 during the first year of service. The contract also states the dollar amount to start service was $149 ($104 was the cost of the initial service along with the first monthly amount of $45.) She was then charged $45 per month thereafter, and we serviced the home on a quarterly basis.

  
  Truly Nolen received notice of cancellation on August 8th. We made several attempts to contact Ms. Surloff to notify her of and explain the cancellation fee. Our last attempt was on September 26th, when someone answered the phone but then promptly hung up. Therefore, we were unable to leave a message.
  

  Customer service is a hallmark of Truly Nolen and taking care of our customers promptly and fairly is always our goal. If Mrs. Surloff would contact her local branch manager, Eric at 623/434-3302, we would be happy to work with her to resolve this issue.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a years service up front. Apparently they decided to do 2 more services without contacting me or asking if I wanted to continue my service. They then charged me and harassed me for months and now sent me to collections. This is fraud and I will never pay them.

  Business response

  09/13/2022

  To Whom It May Concern:

  
  Our local branch manager reached out to Mr. ******* to discuss and resolve his complaint. After affirming that he contacted the BBB, he hung up on our manager.

  
  Some background: Reminder voicemail messages were left on 2/25/22 and 6/1/22 informing Mr. ******* of each upcoming service. Since the customer did not cancel the scheduled service, our technician completed the service and an inspection report was emailed to the address on record for each of these services. On June 7th, Truly Nolen made contact with Mr. ******* who indicated that he would pay the outstanding balance (for the 2/25 and 6/1 services) and then cancel the account as he was likely selling the property this winter. When no payment was made, we did continue to call to resolve the outstanding balance and, ultimately, turned the account over to our collection vendor.

  Customer response

  09/19/2022

  They have sent it to collections and have sent me another bill since your last email. I have it if you would like a copy.

  Business response

  09/23/2022

  As mentioned in our previous response, Mr. ******* hung up on our branch manager when she attempted to resolve this matter. Without his cooperation, we are unable to find a compromise acceptable to both parties. Collection efforts will continue until the outstanding balance is resolved, or we are able to discuss the matter with Mr. *******. He can reach his local branch manager, April, at 623/412-7712.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Two times now we have scheduled follow-up visits with the local Truly Nolen branch. Both times the "professional" never called or showed up to provide the services. We have paid $240.00 per year over the past 5 years to continue our guarantee but the "professionals" have never showed up for annual inspections or services (boosters is what they call the service) provided by the contract. This year they have increased the amount to $250.00 to cover their expenses, but they have no expenses if they don't show up. I'm retired and can be home during the period they provide. What about the people that work and are not home when the "services" are supposed to be done, are they really sure that they got the service. the first time we were advised the technician was "unable to get out of his community due to a Police investigation. My appointment was from 2-4 pm. this time my appointment was to be between 9 - 11am, and reasoning was the technician has been out sick. If you know your employee is ill, either reschedule with another technician or call the customer. Neither time have we been called, we had to call them. I was told that the location manager or supervisor would call us, no specific time was given but no one has contacted us. Based on these "No Shows" by the professional technicians I think they should pay the $250.00 for the 2022-2023 Period.

  Business response

  08/30/2022

  Our local branch manager called and left a message for Mr. *********** just prior to the BBB complaint being filed. They were able to connect on August 24th when Truly Nolen offered the customer a free renewal year ($250 value) in a gesture of goodwill. A letter was sent to the customer confirming this. On August 26th, our branch manager called to let him know that the letter had been mailed. Mr. *********** agreed to withdraw the complaint once the letter was received.

  Customer response

  09/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17758560, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***********
  
   
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted this company to verify payments and have them give me the amounts they have received to match my records. I spoke with ******* Branch Administrator per her email title. She stated she would send the amounts received. I asked her what my price contract for the year was and she said $468. After review of the payments received, I calculated that I have to date paid $578.00 I called her back and she stated that she would call me back. She had a person by the name of Nicole return my call. From the start of the conversation she was rude and condescending. I asked her to calculate the payment received so I can compare to mine and she said don't you have a calculator? I then asked why she was being so rude and she replied with oh your gonna be fun today? The unprofessional and rude treatment of customer is uncalled for and they asking me to pay when they will not do a reconciliation of their records. I want a complete reconciliation of records to show where the money/payments were applied and why they keep asking for more money.

  Business response

  08/30/2022

  Our local branch manager spoke with Ms. ********** and reviewed the billing history that had been previously provided. At the conclusion of this conversation, Ms. ********** had a clearer understanding of the outstanding balance. She provided payment and asked to cancel the account. Once completed, the branch manager emailed the customer to inform her the final payment had been processed, the cancellation fee had been waived, and the service on the account had been canceled.

  Customer response

  09/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17757335, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********
  
   
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from Truly Nolen stating that I was behind in payments to them for services rendered in excess of two to three months. My wife received a phone call from the company, and decided to give them her credit card information to take care of this matter in June 2022. As of August 2022, I have received a collections letter from debt collection company A.R.M. Solutions, INC for $244.00 for payment to Truly Nolen. On the morning of August 5th, 2022 I called Truly Nolen and spoke with ********(contact number ************) about this situation. His response is he see where a call was made to my wife and her payment information was taken, but the payment was never processed, and he has no idea why.

  Business response

  08/12/2022

  Our Credit Card Department has reached out via email to Mr. ***** with details as to why the credit card payment was not processed in June when Mrs. ***** called in to make the payment. As it stands currently, there is a $234 outstanding balance. Upon payment of this balance, Truly Nolen can remove this account from collections and provide a letter to the customer to this effect. Due to security concerns, once the account has canceled, we are no longer able to access credit cards that would be on file. Therefore, please contact 1-************, extension 1738 to resolve this balance. Thank you.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 26th we had a bed bug treatment. May 9th i had a follow up and no one showed up. I contacted The inspector ***** and he told me the system was down. I was told i would receive a call once the system came back up. 2 weeks later still no call. Week of May 16th a technician showes up at my house (i had absolutely no knowledge) again someone showes up at my house again the week of May 29th. I never received a call letting me know these were scheduled. I called the first week of June got an appointment for June 18th. June 18th no one showes again. I called to see why and they said we were never put on the schedule. Then another scheduled day June 23rd from 3 to 5 at 630 i get a call saying the technician had an emergency and couldnt make it. Now 5 times no call no show. Our service was never completed and the issue was never resolved.

  Business response

  07/05/2022

  Our branch manager reached out to the customer and was able to come to a resolution. A technician will be going out to the property on Wednesday, July 6th to address the bed bug issue. In addition, follow-up appointments have been pre-set for July 11th and July 15th. During the appointment on the 15th, the technician will reassess the issue to determine if additional follow-up service is needed before the customer moves.
  

  Customer response

  07/07/2022

  Yes the branch manager contacted me and yes someone came out yesterday and sprayed. We are moving in two weeks and we are having to do all this extra prepping when we have to pack. I would initially been okay with this if follow ups were done in April that would of gave us enough time to prep. Unless truly nolen is willing to finish the follow ups in Bullhead Arizona where we are moving i would like a full refund so i can find another company to finish the job.

  Business response

  07/08/2022

  Our branch manager reached out to the customer again to understand her concerns. During their conversation, he provided a more in-depth explanation of our treatment protocol. Subsequently, the customer sent our branch manager a text agreeing to move forward with the service and stating that she would ask the BBB to close the complaint.
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had Truly Nolen’s termite and pest protection for years. This year is the first time I have ever seen termites. I called on Monday, 5/9/2022 to report them in my bathroom coming from the ceiling. They could not get out to inspect until Friday 5/13 at which time they agreed I had termites and would call back to say when they will treat - no call back. Called again Mon 5/16 and dispatcher said local office will call back - no call back. Called again Wed 5/18 and dispatcher said local office will call back - no call back. Called again Fri 5/20 and dispatcher said local office will call back - no call back. Called again Mon 5/23 and dispatcher said local office will call back - no call back. Called again Wed 5/25 and dispatcher said local office will call back - no call back.

  Business response

  06/08/2022

  It is disappointing to hear that our services were not up to standards for Ms. ****. Truly Nolen always strives to be the best in the business.
  Our branch manager reached out to Larry **** to discuss the situation and offered to retreat the home at no charge. The ****’s declined this offer as they have moved on to Orkin for their termite service needs. Our branch manager reviewed the payment history with the customer and it was noted that there was no payment made to be refunded. Mr. **** acknowledged such and said he would take down the complaint. To this end, Truly Nolen will consider this issue resolved.
  
  Thank you

  Customer response

  06/14/2022

  
  Better Business Bureau:
  
  
  

  Thank you for replying to my complaint.  The matter has been resolved.
  
  Regards,
  
  ******* ****
  
   

  
  

*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. ↩