Business Profile

Pest Control Services

Truly Nolen of America Inc

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Complaints

This profile includes complaints for Truly Nolen of America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:11/11/2024
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.
In December 2023 I paid Truly Nolen ************** Control $1990 to fix a problem we had with rodent activity in our house attic.They never fixed the problem as we continued to have activity and while they used traps to catch several rodents during the year, they never fixed the problem they said they would. They told us that we should put in a flap in our sewer as that is an access point. I paid a plumbing company $600 but that was not the problem.Early in the year they sent a person to look and he said they were going to put a camera in the attic but they never did. Then in October they said they were going to call an expert to come and look at the issue but they never did.I called them on November 11 for them to come check the traps and they informed me that my account was closed because I didnt pay for the renewal. My argument was that why should I pay them more money when they didnt fix the problem.Basically, I am out $1990 because of Truly Nolen ************** *************** I have with Truly Nolen ************** Control:**** *******, sales person ************ *** *****, inspector ************ **** (no last name given) manager ************
Business Response
Date: 11/19/2024
The branch operations manager has made several attempts to reach out to the customer leaving phone messages. The customer has not responded back. ***************************************** would like very much to resolve the customer's complant and trying to resolve the issues, however, the customer needs to respond to the massages and contact the manager. At this point, Truly Nolen will wait for the customer to return the manager's phone call.
Customer Answer
Date: 11/19/2024

Complaint: 22539791

I am rejecting this response because:

Truly Nolen is not being truthful. They only called once and did not leave a voicemail or a call back number and name. I could not answer at the time because i was at a meeting at work.

Sincerely,

****** ********
Business Response
Date: 12/05/2024
The Operations Manager and the customer have agreed to meet at the home next week to design an action plan to resolve the customer concerns.
Customer Answer
Date: 12/06/2024

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
Date:09/17/2024
Type:Product Issues
Status:
UnresolvedMore 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.
Subject: Extremely Disappointed with Truly Nolens Service and False Promises I am writing to express my profound disappointment with Truly Nolen's pest control services. Based on their high ratings and positive online reviews, I chose them to address a termite issue at my home. The initial inspection resulted in a quote of $3,100 with a one-year warranty. Before signing, I specifically asked what would happen if termites were still present in a few months, and I was assured that they would return right away without any additional charges.Unfortunately, the service I received was far from satisfactory. After paying and scheduling, the technicians arrived two weeks later. During their visit, I was instructed to write a 5-star review and was informed that they received $10 Amazon gift cards for positive feedback so they can buy gifts for their kids. This raised concerns about the authenticity of their reviews.Two weeks after the service, I noticed continued termite activity and contacted Truly Nolen. I was told it would take a month and a half to get another visit, contrary to what I was promised. When the technician finally arrived, he dismissed my documented evidence of termite activity and refused to perform any additional service. Despite multiple attempts to resolve the issue and request a refund, I have been met with no resolution. The service I paid for was not delivered as promised, and the company's misleading tactics and poor customer service have left me extremely dissatisfied. I am now disputing the charge and hope others will consider this before engaging with Truly Nolen.
Business Response
Date: 09/20/2024
Truly Nolen manager has reached out by phone and left message for the customer to call back. They would like to schedule a day to come out and visit the property with the customer. Upon the last visit to the property, it was determined that there was no termite activity at that time. When the service manager followed up, it was determined that the customer was unhappy about having to wait for an appointment (previous scheduled appt. had to be rescheduled as technician had called out sick) and the customer would not allow for the service manager to come inspect and develp of plan of action. Truly Nolen is more than happy to re-inspect the property and at this time, ******* for the customer to call back and schedule the appointment with Truly Nolen manager.
Customer Answer
Date: 09/21/2024

Complaint: 22297444

I am rejecting this response because:

the company didnt do all the effort to help like they claimed. Yes, I was upset with the waiting for the reschedule but was More upset while waiting so long for them to come again just to tell me that they dont see any signs of termite. Of course they dont see and the reason is because we clean our house daily and not planning to leave it with dead termites all over just to proof that they are still here. I had pictures and videos uploaded here and have more in my phone but Im limited in the amount of items I can upload.
also, why they didnt even took the time to respond their fake reviews system that putting client in horrible situation and demanding 5 star reviews?
Why would I give them another chance to come here if I waited so long and when they finally came they ignored completely from the videos/pictures I gave to proof that the termites still present! Feel so stupid Falling for those 5 stars reviews and wish I never heard about Truly Nolen company.
I paid for service that was supposed to solve my problem, it didnt, they came way longer that they said they will, ignored my proofs and just left me with the termites and now when I reach out to expose their system with the reviews (for me it happen twice when they demand 5 star reviews) so they start calling me again pretending like they care. If not my review, probably Id never hear from them .
Sincerely,

Yehonatan Angel
Business Response
Date: 10/24/2024
On behalf of Truly Nolen, I would like to sincerely apologize for the delays you experienced with your termite services. We understand how frustrating this must have been, and we deeply regret the negative experience you had with our service professional.
It is particularly concerning to hear that you felt pressured into leaving a 5-star review. Please know that this is never our intention. At Truly Nolen, we hold our review system in the highest regard, and we only ask for reviews that reflect our customers' honest opinions. A ****** review is completely optional and should be earned through exceptional service, never demanded.
We want to assure you that we are taking this matter very seriously and will address it with the appropriate personnel to prevent this from happening in the future.
Our goal is to resolve your concerns and restore your trust in us. Our management team has been trying to reach you by phone and email, and we would very much appreciate the opportunity to correct this situation. Please respond to his message/email and reach out so we can work towards a resolution.
Thank you for your time, and we hope to hear back from you soon.
Customer Answer
Date: 10/27/2024

Complaint: 22297444

I am rejecting this response because:
I was trying to solve it much before my BBB complaint with no luck! They cant say that I wasnt pressured to leave 5 start reviews because they wasnt there at my house while the guys kept saying they have to get the 5 star because they company demands it and that for each 5 star reviews they will get $10 gift card to shop in Amazon for their kids.
Now Im still having termites and I dont trust this company and Ill never will after the humiliation Ive been through.
if you guys want to make justice, refund me the whole amount I paid and also stop asking your crew to demand 5 stars reviews!

if thats acceptable by you, let me know

Sincerely,

Yehonatan Angel
Initial Complaint
Date:07/29/2024
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.
Poor Service and Unfair Charges I am writing to formally lodge a complaint against Truly Nolen.As a long-time customer who has provided them with a substantial account managing hundreds of homes, I am deeply disappointed by the recent service I received and the subsequent handling of my concerns.Upon moving into my new home, I was primarily dealing with a spider problem and had no issues with any other pests. After contacting Truly Nolen and signing a contract, a technician was dispatched to my home. However, I found the service to be subpar. The technician did not remove the cobwebs outside my house nor did he clear the mud daubers from my front porch.Moreover, within the week following the technician's visit, I experienced a significant ant infestation throughout my homea problem that did not exist prior to their service. I promptly contacted Truly Nolen three times to report this issue. In the midst of this, my credit card, which was on file with them, was compromised at a gas station, necessitating its cancellation and reissuance.The only response I received from Truly Nolen was to inform me that my payment had not gone through due to the cancelled card. When I explained my situation, I was assured that someone would be sent out immediately. However, despite these assurances, it has been since July 6th and I have only just now received a call from the manager. During this call, I was informed that the technician who serviced my home had been terminated for unrelated reasons. The manager expressed regret for my situation but stated that if I were to cancel my contract, I would incur a cancellation fee.. I have consistently reported the problem and have not received the service for which I contracted. Being told that I would be charged for cancelling a service that was grossly inadequate and exacerbated my pest issues feels like elder abuse. I refuse to pay for a service that not only failed to resolve my initial problem but also introduced new issues.
Business Response
Date: 07/31/2024
The branch manager for the customer reached out via email on 7-29-24 at approximately 2:05pm and stated that he issued a full refund of $104.00via credit card reversal to ***********************. The cancellation fee was also waived.
Initial Complaint
Date:07/15/2024
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.
In January 2024, I paid renewal for my rodent control (exclusion) contract. I paid $200 for coverage through 2024. Since early February, I have had constant, ongoing issues with rodents in my attic and garage. I contact them, they send someone out to remove the rodent, promise to come back again as more checks are needed, then often they don't return. Eventually I call back again, they come out again, remove another rodent, promise to re-check the traps in a few days, and never show up. I have a lengthy list of dates and issues which I am providing. I emailed the company weeks ago, with no response. The manager is not responding to my texts any longer. I have already had an expensive repair to my washing machine tube due to rats biting through it, and I cannot get this company to fulfill their promise to keep me rodent-free, which I paid for, as they are not coming out when they say they are, and they stop responding. At this point, I want a refund of the $200 I paid to them in January, so I can take my business elsewhere and find a company that will be responsive in getting my house rodent-free.
Business Response
Date: 07/16/2024
The customer's complaint has been given to the Operations Managers; they called customer this morning and left a voicemail regarding her ongoing issue with the rodent service; they also sent a text message to the customer. They have apologized for the lack of response and would like to correct the errors and missed appointments, etc. They are scheduling 3 trap checks for the property and are going to take care of the rodent issues for the customer. ***************************************** is awaiting response from the customer so they can finalize the appointments. A cell phone number for the Operations manager has been given to the customer via messages.
Initial Complaint
Date:04/27/2024
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.
Truley Nolan has been servicing the home at ***************************************************** for 10 years for termites They refuse to tent the home and the home is badly infested.They just sent me a rewewal bill for ****** which i have not paid because they wont correct the problem.I made several attempts to the ******************* last summer to correct the problem.It was an exercise in Frustration.They never helped us.We have video of termites swarmimg in the home and my grandson had to hide in the bathroom it was so bad.We are ready to take this to Fox 4 news but thought you might be able to speak to them
Business Response
Date: 04/30/2024
The branch manager of Truly Nolen contacted the customer regarding his complaint. It was discovered that the customer was calling the cell phone number of a technician that was no longer with the company and therefore his calls were not received at the branch, so the branch was unaware of any problems. The branch manager has now set up an inspection scheduled for tomorrow afternoon to determine the extent of the activity and address it accordingly. The manager will follow up with the customer with a plan and will be taken care of.
Initial Complaint
Date:04/26/2024
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.
I have had NOTHING but trouble from this company. Since starting service with them to eliminate rats from our home they have provided horrible service. 1. Multiple missed appointments with out notice 2. Multiple times contacting me while i was at work to tell me they would arrive in 15 minutes when they had not notified me they were coming in advance. I cannot just leave work at the drop of a hat.3. Today I was expecting the technician at 5pm 4/26/24 and when he was 10 minutes late i contacted him and his response was I will be there tomorrow. I already had prior planned engagements tomorrow so that is not an option and it is EXTREMELY poor customer service to change an appointment at the last minute when you are already late.4 the technician ****** would not communicate with me to keep me apprised of any delays and has LIED to his employer on at least 2 occasions saying he showed up and no one was here even though we were in the house 5 I requested the technician **** to be the ONLY person handling my account because he was actually dedicated to resolving the issue and being on time. However the management team at Truly Nolen has chose to ignore this and keeps sending technicians that either show up late, no show or change appointments last minute.6 after 1 year they still have not resolved the issue and i still have a MASSIVE rat issue in my home.To that end the company is FIRED, and I am DEMANDING a full refund of all moneys paid.Further their pest control service which is equally dismal is terminated as well
Business Response
Date: 04/30/2024
The Operations Manager contacted the customer and has scheduled a Quality Control inspection for tomorrow, May 1, 2024 after 5pm to review and resolve the issues.
Initial Complaint
Date:04/25/2024
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.
Initial Subterrainean termite treatment was November 10, 2022. Truly Nolan ************* Office did not inspect the whole house and said it was not neccassary because the trench they dug and the holes they drilled in my floor would get rid of termites throughout the house. I trusted the like their mission statement and core values state. The original damage at the time of 1st treatment was under $5,000. Subterranean termites are hidden so it is not easy to know you have them. I noticed in early April 2024 that my oakwood floors were starting to buckle and when I moved some furniture I saw the damage was very large and severe. Turns out the company was negligent in the 1st treatment. Holes in indoor slab were not drilled through slab, they were not sealed, the tree known to have termites was not treated or improperly treated. The trench was not dug and treat around my house only on the east and west sides. The termites inside the house were left to feast on my floors, walls and places I cannot see. The current damage estimate to refloor just the visible damage is just over $20,000. The longer my house sits with aggressive subterranean termites, the more damage they will do. I even have the Truly Nolan Insurance. The manager toured my house, said I had a major problem and said he would have to create a plan of action. He did not call me for 2 weeks even after I left 3 vm. Not until I contacted ***************** at corporate. The 3rd time out to my house still no plan, they ripped up some floor and sprayed my bedroom with poison. It is on the walls, furniture, books, bed, everywhere. No cleanup! Dangerous for me, my family and my pets. Problem is getting worse not better.
Business Response
Date: 04/26/2024
The Area Manager has contacted the customer about her termite issues and complaint. He has an appointment scheduled for Monday April 29, 2024 to meet with the customer at the property to review her issues and try to resolve them.
Customer Answer
Date: 04/26/2024

Complaint: 21626842

I am rejecting this response because: This is another visit where they will make excuses and say they will fix the problem just to try and appease me. They have done this already and although I am hoping Monday's visit will solve the termite infestation, I am highly doubtful they will do anything. They would not even return my calls until I got corporate office involved. This issue will only be resolved by corporate at this late stage. Let's pray I am wrong.

Sincerely,

***********************
Business Response
Date: 04/30/2024
Truly Nolen sent the Area Manager to inspect the property and meet with the customer to discuss her termites issues. He found a severe moisture issue in the area of concern, he used a moisture meter which gave above a 50% reading which would indicate a leak in that area; which from a contractual point of view, does not warrant any repairs from Truly Nolen as the customer's service agreement guarantee is for retreatment only. This area also had previous termite activity and damage prior to Truly Nolen service beginning. The customer's issue has opened up an investigation to find the best way to treat to try and solve the termite activity, however, it does not warrant any repair and may be beyond our scope of work and what we do. The Area Manager has explained all of this to the customer. We are going to treat the termite activity in that area and the customer was going to remove flooring so that we could complete the termite treatment. We are waiting for customer to call us after the flooring is removed and the service will be scheduled.
Customer Answer
Date: 05/01/2024
Yes, they came on Monday. I videoed the whole inspection. They acknowledged that the first treatment was not done correctly. When Manager, ***** came 3 weeks ago he also used the moisture reader and found the walls to be dry including the same wall area that **** found wet. We opened a small hole while they were here and my husband initially thought the top of the hole was dry and maybe the bottom seemed a little moist. When they left we opened a much larger hole and found everything to be dry and absolutely no signs of termites, droppings or tunnels. We now also have a large hole in wall, broken baseboard and no closer to solving this issue. They did say they were going to dig a proper trench since it was not done correctly the first time. The technician thought they were nesting in the floor since so many caskets (honeycomb type) were found in the wood floor. And that they had been there since the last treatment. We still haven't heard what they are going to do to exterminate the termites living and eating my home on the inside. They are looking for anything to get out of this huge mistake they made. It appears their mission statement and code is just words which they do not follow. I will be talking to my attorney this week as well as going live with all my videos and photos.   This is not solved. They are grasping at straws because they know it is there fault and are trying to get out of paying. They will lose much more in business if I start posting on social media, my blog, Help Me ****** and more.
Customer Answer
Date: 05/02/2024
No wet dirt or sand, no water leaks, no pipes, no pool leaks. We dug below floor and past the concrete slab.
Customer Answer
Date: 05/02/2024
Video shows no leaks outside the wall where they said there was moisture. The slight moisture which is very dry today came from when the Truly Nolan technician, ***** removed the oak floorboards and shot excessive amounts of liquid poison under the baseboard in that exact area and on the plywood laying on the floor. This is the same liquid poison that landed on everything in my bedroom including my bed and books. I believe Truly Nolan is targeting me, an older woman, because I have pointed out to corporate thier negligence. The repair bill continues to grow with a large hole in my bedroom wall and a large deep hole in my backyard patio.
Customer Answer
Date: 05/02/2024
Photos of technician shooting poison all over the area they saw a bit of moisture.
Customer Answer
Date: 05/06/2024
I spoke to Truly Nolan today and despite their obvious and provable negligence in there initial and even 2nd treatment of our home for subterranean termites, they are telling me since I did not buy the insurance with repairs, they will not cover any of the damages caused by there negligence. I understand not pay if it were because I had done something wrong or had a leak but, I have done nothing wrong, there are no leaks and they only did half a treatment and did everything wrong which unbenounced to me the subterranean termites were never killed. They continued to eat my floors undetected until a floorboard cracked and I moved furniture to see more damage. Do to Truly Nolan Pompano's bad business practices, training and negligence, they should step up and cover the cost of the damage from the time of first treatment until last treatment. They even caused additional none termite damage by telling me I had a leak in my wall. There was no leak, the dampness was caused by a Truly Nolan technician spraying liquid poison under baseboard in that same area. I have photos and videos to substantiate all of my claims.
Customer Answer
Date: 05/06/2024
I spoke to Truly Nolan today and despite their obvious and provable negligence in there initial and even 2nd treatment of our home for subterranean termites, they are telling me since I did not buy the insurance with repairs, they will not cover any of the damages caused by there negligence. I understand not pay if it were because I had done something wrong or had a leak but, I have done nothing wrong, there are no leaks and they only did half a treatment and did everything wrong which unbenounced to me the subterranean termites were never killed. They continued to eat my floors undetected until a floorboard cracked and I moved furniture to see more damage. Do to Truly Nolan Pompano's bad business practices, training and negligence, they should step up and cover the cost of the damage from the time of first treatment until last treatment. They even caused additional none termite damage by telling me I had a leak in my wall. There was no leak, the dampness was caused by a Truly Nolan technician spraying liquid poison under baseboard in that same area. I have photos and videos to substantiate all of my claims.
Customer Answer
Date: 05/06/2024
I spoke to Truly Nolan today and despite their obvious and provable negligence in there initial and even 2nd treatment of our home for subterranean termites, they are telling me since I did not buy the insurance with repairs, they will not cover any of the damages caused by there negligence. I understand not pay if it were because I had done something wrong or had a leak but, I have done nothing wrong, there are no leaks and they only did half a treatment and did everything wrong which unbenounced to me the subterranean termites were never killed. They continued to eat my floors undetected until a floorboard cracked and I moved furniture to see more damage. Do to Truly Nolan Pompano's bad business practices, training and negligence, they should step up and cover the cost of the damage from the time of first treatment until last treatment. They even caused additional none termite damage by telling me I had a leak in my wall. There was no leak, the dampness was caused by a Truly Nolan technician spraying liquid poison under baseboard in that same area. I have photos and videos to substantiate all of my claims.
Customer Answer
Date: 05/06/2024
I spoke to Truly Nolan today and despite their obvious and provable negligence in there initial and even 2nd treatment of our home for subterranean termites, they are telling me since I did not buy the insurance with repairs, they will not cover any of the damages caused by there negligence. I understand not pay if it were because I had done something wrong or had a leak but, I have done nothing wrong, there are no leaks and they only did half a treatment and did everything wrong which unbenounced to me the subterranean termites were never killed. They continued to eat my floors undetected until a floorboard cracked and I moved furniture to see more damage. Do to Truly Nolan Pompano's bad business practices, training and negligence, they should step up and cover the cost of the damage from the time of first treatment until last treatment. They even caused additional none termite damage by telling me I had a leak in my wall. There was no leak, the dampness was caused by a Truly Nolan technician spraying liquid poison under baseboard in that same area. I have photos and videos to substantiate all of my claims.
Customer Answer
Date: 05/06/2024
I spoke to Truly Nolan today and despite their obvious and provable negligence in there initial and even 2nd treatment of our home for subterranean termites, they are telling me since I did not buy the insurance with repairs, they will not cover any of the damages caused by there negligence. I understand not pay if it were because I had done something wrong or had a leak but, I have done nothing wrong, there are no leaks and they only did half a treatment and did everything wrong which unbenounced to me the subterranean termites were never killed. They continued to eat my floors undetected until a floorboard cracked and I moved furniture to see more damage. Do to Truly Nolan Pompano's bad business practices, training and negligence, they should step up and cover the cost of the damage from the time of first treatment until last treatment. They even caused additional none termite damage by telling me I had a leak in my wall. There was no leak, the dampness was caused by a Truly Nolan technician spraying liquid poison under baseboard in that same area. I have photos and videos to substantiate all of my claims.
Customer Answer
Date: 05/09/2024
It had been scheduled for Truly Nolan to come and do a proper outside treatment of my house on Wednesday, May 8 between 8 - 10 AM. At 7:38am I get a call from ***** saying that the technician called in sick and they did not have anyone else to do the treatment. I asked to reschedule and *****, Manager said he would have to get back to me with another day and time. It is now Thursday afternoon (3:30PM, May 9th) and I have not heard back from ***** or **** with a new date. Is it that hard to schedule a treatment date. In the meantime the subterranean termites are eating my floors and home. Subterranean termites are very aggressive unlike dry wood and can completely destroy a home. This is just another example of how Truly Nolan treats its customers and does business. The fact that I have not heard anything from **************** shows the negligence and bad customer service starts right at the top with the Nolan's.

Business Response
Date: 05/14/2024
Truly Nolen's Vice President has reviewed the customer's account and her concerns. They are sending a letter to address the issues and requests filed in this complaint. They will correspond with the customer at this point. A copy of the letter will be filed onto the BBB complaint as well, once copy is received by customer.
Business Response
Date: 05/14/2024
Our service technician performed a termite barrier service on Saturday May 11, 2024 for the customer as requested and after he got through to her to advise of the rescheduled service........these are the notes from that service:
Service: TC BAR W FORM
Performed barrier drilled and treated around the property did not Horizontal drill by crawl space due to not having enough space. Checked inside home from window to the floor It measured 81 inches measured outside it was 82 inches..only had 1 inch to work with so I decided not to drill. so I got in the crawl space and treated area where I couldnt horizontal drill drilled inside bedroom also.. job complete

Customer Answer
Date: 05/24/2024
This Truly Nolan complaint has not been resolved. They have not done anything to compensate for their negligence.
Customer Answer
Date: 05/24/2024
First of all, they never got back to me scheduling their cancellation. The technician showed up on my doorstep Saturday morning with no warning. Hopefully, they have eradicated the termites this time but due to their negligence, the first two times they did not and it is caused me thousands of dollars in damage, including the regional manager, saying I had a leak in the wall and having us open up our wall to find out, it was no leak. It was because the technician sprayed Liquid poison under the floorboard, causing it to appear wet. Truly Nolan has a responsibility to offer some kind of compensation because of their negligent work. This is why they have insurance to cover for the situations.
Customer Answer
Date: 05/29/2024
First of all, they never got back to me scheduling their cancellation. The technician showed up on my doorstep Saturday morning with no warning. Hopefully, they have eradicated the termites this time but due to their negligence, the first two times they did not and it is caused me thousands of dollars in damage, including the regional manager, saying I had a leak in the wall and having us open up our wall to find out, it was no leak. It was because the technician sprayed Liquid poison under the floorboard, causing it to appear wet. Truly Nolan has a responsibility to offer some kind of compensation because of their negligent work. This is why they have insurance to cover for the situations.
Business Response
Date: 05/29/2024
Our *********************** sent *********************** a certified letter regarding her complaint with Truly Nolen back on May 10, 2024 and that letter is now attached onto the BBB complaint since we have notification that she received it. We have refunded all of her monies paid ($1,808.00) along with her termite renewal ($271.00), a total refund of $2,079.00, which is also noted in the letter sent to the customer. As the letter states, ***************************************** will accept no liability for any of the damage to the home: (noted from letter):
Damages:
When the home was put on service there was considerable termite damage to the flooring throughout the house. It was noted that the floorboards would be pulled up so that we could drill and inspect the underlying slab or subfloor.It is my understanding that this never occurred. Without having been allowed to finish the treatment it is not a surprise that the infestation has continued.In addition, there seems to be an area of the home with a moisture issue that also needs the attention of a licensed tradesperson who specializes in leak detection. The agreement with Truly Nolen is for retreatment only and does not allow for the repair of pre-existing damage or subsequent damage to the structure. Truly Nolen will accept no liability for any of the damage to the home.
We are going to exercise our right to cancel the service on the home due to the pre-existing condition not having been addressed. Upon such a time you have the floors removed we would be happy to come treat the areas free of charge. Although this might not be the resolution you were hoping for, after considering the circumstances and time since the service started we believe it is a fair offer.
Business Response
Date: 05/29/2024
Our *********************** sent *********************** a certified letter regarding her complaint with Truly Nolen back on May 10, 2024 and that letter is now attached onto the BBB complaint since we have notification that she received it. We have refunded all of her monies paid ($1,808.00) along with her termite renewal ($271.00), a total refund of $2,079.00, which is also noted in the letter sent to the customer. As the letter states, ***************************************** will accept no liability for any of the damage to the home: (noted from letter):
Damages:
When the home was put on service there was considerable termite damage to the flooring throughout the house. It was noted that the floorboards would be pulled up so that we could drill and inspect the underlying slab or subfloor. It is my understanding that this never occurred. Without having been allowed to finish the treatment it is not a surprise that the infestation has continued. In addition, there seems to be an area of the home with a moisture issue that also needs the attention of a licensed tradesperson who specializes in leak detection. The agreement with Truly Nolen is for retreatment only and does not allow for the repair of pre-existing damage or subsequent damage to the structure. Truly Nolen will accept no liability for any of the damage to the home.
We are going to exercise our right to cancel the service on the home due to the pre-existing condition not having been addressed. Upon such a time you have the floors removed we would be happy to come treat the areas free of charge. Although this might not be the resolution you were hoping for, after considering the circumstances and time since the service started we believe it is a fair offer.
Initial Complaint
Date:02/27/2024
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.
Hired Truly Nolan to solve rodent problem about a year ago. Paid over $1000, it took them months to find where the rats were.coming in my house. In the mea time they made me pay for three smoke tests and the sealant on the outside costing over $3000. They kept blaming other issues in my house. Then the rats stated coming in my living space and I had to call every day to get them to come out and it was time consuming and stressful. They didn't followup. I'd call, they'd nit call back. *********************** the District Manager dismissed my phone calls and even told the techs to not bring the sticky traps which was the ONLY thing that was working to catch the rats in my house. Other managers were completely unprofessional and rude to me *********************** just made excuses and has no rodent knowledge whatsoever. ***************************** also came to my house and kept telling me the protocol they use and I repeated and said I've had three smoke tests already...they never read any of my notes or would listen to me who has been living with rats destroying my home for a year. *** specifically refused to help my in a way that was successful and since the rats have destroyed my home, chewing my woodwork, dedicating everywhere, chewed into my air ducts system all will cost over $10000 to fix. I have caught over 16 rats on my own, when I paid them to provide a professional and responsible service and thought they were knowledgeable. They have no knowledge whatsoever and were completely rude and unprofessional. I have lost sleep and hair and spent a ton of money on my own to try to get rid of the rats, meanwhile they do not follow-up and had new management come in who have no pest control experience. I am specifically appaled by the District Manager ***'s, lack of response to my three phone calls in three days, when he gave me his cell to be able to, "take care of the situation personally." He also told technicians not to do what I asked when I knew what was working. I want reimbursement for damages.
Business Response
Date: 03/12/2024
WE submitted a response yesterday regarding this customer complaint and we uploaded a large file with documentation and photos. We will reattempt to send our response again today.
Customer Answer
Date: 03/13/2024
Truly Nolan's response is appalling! They are completely inaccurate and being dishonest.
They suggested that I just leave food out and that by not "obeying" their rules I was causing the rat problem! I care for my family of dogs in the way that I want to and is vest for them. For them to describe my home as unsanitary! They are lying.
They suggested I knew about the opening in my house! Untrue that is a lie.

They are saying that I denied service! What the heck because their technicals would show up randomly and for them to say I was **** means they are looking in my window and I work remote. I am in meeting and if so, I cannot answer the door. I told them repeatedly when I was available and they never stick to a schedule or let me know when they were coming over!

They suggested I refused a smoke test! What they heck. I had three done already and paid for it! They wanted to do another and I said not at the moment. I never refused. I have a job and responsibilities and they act like it's my life to have rats and deal with their disorganized choitic practices. I caught most of the rats in the wasu they I knew. Did they mention that? I knew all the places they were coming in and told them. Did they mention that?
Customer Answer
Date: 03/13/2024

Complaint: 21352255

I am rejecting this response because:Truly Nolan's response is appalling! They are completely inaccurate and being dishonest.

They suggested that I just leave food out and that by not "obeying" their rules I was causing the rat problem! I care for my family of dogs in the way that I want to and is vest for them. For them to describe my home as unsanitary! They are lying.

They suggested I knew about the opening in my house! Untrue that is a lie.

They are saying that I denied service! What the heck because their technicals would show up randomly and for them to say I was **** means they are looking in my window and I work remote. I am in meeting and if so, I cannot answer the door. I told them repeatedly when I was available and they never stick to a schedule or let me know when they were coming over!

They suggested I refused a smoke test! What they heck. I had three done already and paid for it! They wanted to do another and I said not at the moment. I never refused. I have a job and responsibilities and they act like it's my life to have rats and deal with their disorganized choitic practices. I caught most of the rats in the wasu they I knew. Did they mention that? I knew all the places they were coming in and told them. Did they mention that?

Sincerely,

*******************************
Business Response
Date: 03/14/2024
When services were refused, on several occasions, the appointments took place during confirmed days and times for service as agreed by the customer. The customer provided the technician a set timeframe by which to schedule appointments, and we stayed consistent with appointment timeframes whenever possible.
Our employees were not peering into her home, but instead, could plainly view the customer inside the home from the driveway while the employee was sitting inside the service vehicle. Our notions about the customer being home and refusing service also involved the customer speaking to employees through the door and asking them to leave.
Weve spent over ********************************************************************** no way did we neglect or fail to respond to the customer concerns.

Many facets of pest control require a mutual commitment and cooperation from the customer. Sadly, this was not the case with ********************. As an established national pest provider for over 85 years, we have protocols and procedures that need to be followed. From our perspective, the customer did not allow us to exercise control of the situation via ************************** practices. This includes proper sanitation practices on the interior and exterior of the structure, and eliminating conditions conducive to pest infestation.
The animal food on the front porch in cardboard boxes and open continuous feeding of animals hindered and impeded our ability to fulfill our commitments. Specifically due to the rats feeding on the dog food; while gnawing and chewing their way into the structure.
******************** contacted and purchased services from Truly Nolen for an active rodent infestation.
We have no way of knowing the extent of the damage to the structure. Further, we do not know when the damage occurred, as ******************** had rodent activity in the structure prior to the commencement of our agreement.
The customer has been issued a full refund of all monies paid to Truly Nolen and has accepted this refund. Therefore, our agreement and further, our rodent guarantee is no longer in effect.
We wish ******************** the very best moving forward, and are deeply saddened that we were unable to resolve her issue. It is our mission to provide world class service to each and every customer, and ensure 100% complete satisfaction.

Customer Answer
Date: 03/14/2024

Complaint: 21352255

I am rejecting this response because:
1. I never accepted a refund. I said I wanted a refund and they have to pay for the damages.

whomever is responding is clear** using rhetoric to make it appear i did not ahdere to their prootcol! The reaosn they have spent hours on the phone is beciase I HD to call because weeks would go by with no kne comkng to check the traps. They DID NoT come at the time periods i asked. I clear** saod on several occasions to *****, Niel, and ******* and *** that im avaliable in the afternokna from 2 and o. And they needed to text me befoe hand and id let them in. This on** happen when **** csme consistent ** then the past months when new novice manageme t took over (******* and ****) no one came or they came in the morning g when I have meetings. If I am on a call I cannot leave. The time I told him to go and come back after was lucky I *** to mute myself a d run to the door! This is insane that they are painting this picture like I was the problem. They are using their "85" years of business as evidence they actual** do a good job. NO THHY DO NOT. There are a ton of other complaints an.
I want a refund AND payment for the damage the rays did because they didnt trap them in the way ai asked them to, which was the onyl way we were catching them! I cought all of them on my own! I was the one waking up st night screaming and seeing them jump Over the traps they put out and i then i cought them!

And they are suggesting that I have food outside, of course. I have large dogs and free feed them. For them to start criticizing how I care for my animals is ridiculous. People have rats in their homes and have pets in their homes and food out. I know because a technician told me. They are **ing and misrepresenting the situation a d are liable for the damages and pain and chaos and my life being disrupted for so long.

i want a refund and payment for the damages in my attic. And the cleaning they were supposed to do that is in my co tract!
Sincere**

*******************************
Business Response
Date: 03/27/2024
Truly Nolen's rodent service agreement with *******************************, a customer with a pre-existing rodent infestation, is attached for verification purposes. Our agreement specifically states that the guarantee excludes any repairs to property damages due to the rodent infestation. Truly Nolen is not liable to make any repairs to the property.
Truly Nolen has refunded of all monies paid ($2,496.93) by the customer due to our lack of resolving her rodent issues and her non-satisfaction. The refund was processed as a credit card reversal back on March 12, 2024.
As a gesture of goodwill, Truly Nolen performed one last service at no charge on Friday, March 22, 2024 between 2pm and 4pm which was confirmed with the customer. The final service included removal of all rodent traps and any dead rats if found on the property and one final cleaning,sanitation and vectoring of the infested areas of the property.

Truly Nolen has done everything according to the agreement to resolve the customers rodent issues. We have provided documentation, letters and photos to support that. Despite all of our services and callbacks to exclude the property of rodents, and due to circumstances and customers lack of adherence to certain protocol during the exclusion, Truly Nolen sincerely regrets that we were unable to resolve the rodent issues to the customers satisfaction.
We wish the customer all the best,but at this time, it is in the best interest of all to part ways at this point. The customer's account is now cancelled at this time.
Customer Answer
Date: 04/02/2024

Complaint: 21352255

I am rejecting this response because:
Truly Nolal did not fulfill their contract, they said in the agreemebt i had rodebt trapping until the problem was taken care of. They siggested a weekly trap check and THEY did not stick to that. I had to spend cou tless hours on the phone. I had so much damage on my house because they did not adhere to there agreement. I need my house fixed and they are responsibel for the damages. They have all the call logs and the complaints i sent to them and all the text messages to the technicials and managers when they failed to cone to check the traps. They did not adhere to their protocol which continued thenprobelm and when i said what was working, *** the manager told the technicians NOT to bring the stixky traps that were working. I had to buy them on my own and eneded up catching the majority of the rats on my own. They did noting for the oast 6 mo tha but cause me stress and more damage on my home. My airducts need repares and reolacemrbt of installation. My woodwork needs repair and my home needs a cleanse and disinfectant. I want a full reinburseme t for these costs. .

Sincerely,

*******************************
Initial Complaint
Date:12/22/2023
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 hired Truly Nolen for pest control. They came out on 10/11/23 and sprayed inside of my house and outside around the perimeter of my house. About a week or so later, my shrubs and ****** were dying in the areas where they sprayed. I contacted several times but was not getting anywhere. They said the matter was reported to their insurance company. It took several follow up calls to get someone to come out to our property (two months after me constantly calling them). They did not even send their insurance rep or adjuster. It was a supervisor and someone else to spray a portion of our ****** to see if it would kill them. First of all, the insurance adjuster should have been the one to come out. Second, who is to say that the chemicals are the same chemicals that they sprayed the first time. They have come to their own conclusion that their chemical did not cause the extensive damage to our greenery but I believe otherwise. I take pride in my yard and it has always been green and flourishing. It is not a coincidence that ever since they sprayed their chemicals, the ****** are dead or dying. In the seven years that I owned my house, the shrubs around my house have not been brown, dead, or dying. I have neighbors and pictures to attest to it. I have numerous before and after pictures (I could not upload because all of them were larger than 5mb). I have some video as well. We have other plants, trees, and other greenery that were NOT in the area that they sprayed and they are doing just fine. The only affected areas are the ones they sprayed. This is not right. It is awful. It is very bad business. This company needs to be held accountable and fix what they did. I will take this further if they do not make this right.
Business Response
Date: 01/04/2024
The branch manager and Area manager both responded immediately to the customer's complaint. ***************************************** products used for pest control (Temprid FX) have been used for many many years on all of our customer accounts and are plant friendly and do not cause this type of damage from application. At the time that this damage occurred, the customer was out of the country for a week. Thereafter, the Area manager responded to his complaint and visited the customers property and to show the customer that our products are plant-friendly, retreated a healthy area of one of the plants and doubled the mixture and sprayed it until it was drenched with the same material we used. A week later the plant was fine with no damage.
It is unfortunate that this happened to the customers plants and Truly Nolen is empathetic to the customers situation and as a good faith gesture, refunded the customer all of his monies. However, there is no proof that our pest control product did this damage to the shrubs and ******. Years of usage across the state of Florida and product labeling reveal the facts that the product is plant friendly and does not cause damage to shrubs or cause them to die and therefore will not be doing any replacement of shrubs or ******.
Customer Answer
Date: 01/11/2024

Complaint: 21046059

I am rejecting this response because:
They ruined my shrubs/****** and will not take responsibility. Whatever they sprayed on the day in question killed and /or badly damaged them. It is not a coincidence that our shrubs /****** were damaged only in the areas where they sprayed. I will take this further if they do not replace what they damaged. I have pictures but I am having a difficult time uploading them. It will not accept them even though I compressed them.

Sincerely,

*************************
Business Response
Date: 01/29/2024
In response to the complaint concerning shrub damage, Truly Nolen reiterates its initial assessment that the damage was not caused by our residential pest control service. We regret any distress this situation may have caused and understand how the circumstances might appear. While we consider various external factors such as weather conditions, landscaping activities, and other natural elements as potential contributors to the damage, we take every customer concern seriously.
Initial Complaint
Date:04/24/2023
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.
1/31/23 truly Nolen came to deal with an animal that burrowed under our air conditioner- we paid $1200 and signed up for maintenance service $29,99 per month- three months later 4/18/23 we had them back as what is clearly a rabbit was starting to burrow again- the technician came and said “I can’t do anything about that”- clearly not holding up to there end of my contract to stop the rabbit from damaging my property
Business Response
Date: 04/26/2023
The branch manager is visiting the customer's property today to try and resolve her complaint

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