ComplaintsforTruly Nolen of America, Inc.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a little bug problem in my trailer so I called truly Nolan thinking they would help they sent out a technician multiple times seem like he was doing his job apparently he wasn't the company let him go everything another truly knowing person came and said that the actual person that they were sending out wasn't doing his job and they had to let him go now I have an infestation in my house and they're still trying to charge me from a contract that is unfair especially since they did not help me with my issue in fact its alot alot alot worse i need this rectified I shouldn't be getting charged or even put in collections if they want to actually doing what they were supposed to be doing

  Business response

  12/30/2021

  Our Tucson branch manager spoke with Mr. ********* regarding his complaint. As a result of this discussion, the account was canceled and Truly Nolen waived the cancellation fee. Mr. ********* agreed to let the BBB know that the issue had been resolved.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am sending this email on behalf of ***** **********, she is an elderly lady and I feel she has been taken advantage of by Truly Nolen. In December 2020, after Truly Nolen canceling Ms. **********’s previous account because of Covid-19, she signed a new contract for what was to be the same as the previous contract, on a monthly basis, she paid $578 for the year. Truly Nolan still billed her for another month in 2021 which was later refunded after I complained. Truly Nolen didn’t show up to treat her condo, in February I called and spoke to a spsr named John, the records showed the contract to be on a quarterly basis and he assured me that it was being corrected. In August, ***** told me Truly Nolen only showed up in May. On 8/11/21 I called and spoke to Luis and also left a message for a supervisor named ****** Silva that I was not happy the way Ms. ********** was being treated. She paid for a service that she was not getting. ****** left a message for *****, I called ****** Silva on 8/11/21 and she assured me that this was going to be fixed, she sent me an agreement for Ms. ********** to sign, she did and I emailed it back to ******. We didn’t hear back from ****** so I thought it was corrected. On 11/17/21 I called Truly Nolen again because Ms. ********** told me they had not been there and she received a call saying service was going to be done, she didn’t have to be home treatment was going to be outside, she lives in a condominium not a house. I called, poke to David and he said the contract still showed for quarterly service that is why they have not been there, I asked for ****** she was not there. He said he would leave a note for ****** Silva. I also sent her an email and followed up again when I didn’t hear from her (See Attached). We have not heard from Truly Nolen. Ms. ********** would like her money to be refunded she is tired of this run around. My Cell number if you want to contact me is (954) 240-5873. ****** ******* for ***** **********

  Business response

  12/13/2021

  The District Manager contacted the customer's contact, *****,  today and stated that Truly Nolen is issuing a credit of $468 to *****'s account.  This amount will provide the customer with coverage starting January 2022 through December 2022.  Also, her account will be changed to monthly services.

  Customer response

  12/14/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16199112, 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.
  

  12/13 Raphael Masferrer District Manager (305 685-7411) called and stated he would change agreement to monthly starting January and give ***** $468 credit towards new agreement which is $39 monthly for 12 months= $468.

  12/14 I called Truly Nolen at 786 953-6561 and was transferred to Sheri Silva and she checked the system and it has been changed to yearly starting January and $468 has been applied toward the payment for the year until December 2022.

  
  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. ↩