ComplaintsforTruly Nolen of America, Inc.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged Truly Nolen’s services to address a rodent issue in my home, paying a $1,000 contract fee. Despite the inspector’s assurance of a rodent-free home, my cameras captured another rodent the same day. Over the following two weeks, the behavior of the assigned inspector became increasingly unprofessional, as he left slim Jims all over the house, which resulted in overfeeding the rat, and traps yielded no results. Frustrated, I requested higher-level intervention, leading to the discovery that the rodent was a mouse, not a rat, causing confusion among your technicians. My dissatisfaction stems from inconsistent service and a lack of preparedness during subsequent visits. I also had to buy my own glue board and poison bait because they were always unprepared, and I would have to wait for days for them to order or get the materials. Additionally, there was a lack of effort in attempting to resolve the rodent issue. I had to hire a handyman to remove the dishwasher when corporate said the technician could do it, but they refused to touch it despite me telling them several times that the rodent was behind the dishwasher. I also heard that almost all the technicians don't want to handle my case anymore.. Finally, after two months, Truly Nolan has failed to catch the rodent. I had to hire a local service provider who not only corrected all of Truly Nolan’s errors but also identified numerous additional entry points that were not properly sealed. Additionally, they discovered a decomposed rat in the attic that had been there for over three weeks, unnoticed during Truly Nolan’s trap checks. I had to pay $362 out of my own pocket to ensure the job was done correctly. At this point, I wish to terminate all services and receive a full refund of the amount paid to Truly Nolan, as well as the $362 and 110 for hiring a handy man to move the dishwasher I , as I feel deceived and the service fell far short of what was promised—it has been more of a nightmare.

  Business response

  03/27/2024

  First and foremost, we want to extend our sincere apologies for the frustration and inconvenience you have experienced with our service.
  
  To rectify this situation, we are processing a full refund of the $1,000 contract fee. Additionally, we acknowledge the inconvenience caused by the need to move your dishwasher to address the rodent problem. To cover this, we will also refund the $110 paid for the handyman service. However, after careful consideration, we are unable to cover the $362 fee paid to another company. While we take full responsibility for our shortcomings, we believe that taking these steps will help in making amends for the inconvenience we have caused.
  
  Thank you for bringing these issues to our attention. We are committed to ensuring that this incident serves as a learning opportunity for our team. 

  Customer response

  03/27/2024

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

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Truly Nolen did not resolve the rodent issue that I have in my residence which force me to hire other company to resolve the problem. I hired the services at the end of November 2023 and signed a contract for $1300 plus $43 monthly. At first, they came to identify and all openings outside the house; which was very poorly done and not closed to the pictures in their brochure. They set up open traps in the garage (technician argued that they did not have boxes to cover them) after couple of visits, Truly Nolen stopped coming. As the rat activity continued in the garage and inside my house, I called and complained about the lack of proper service. The local manager came and saw evidences of the rat activity. After his visit, technicians left set up mechanical traps without the proper follow up (for days and last time for a week). Considering that the service that Truly Nolen was extremely poor and was not resolving the issue, I contacted other company that found out that Truly Nolen missed openings outside and inside the house; which explained why I was still having rodent activity. I have requested 3 times the contract that I signed with Truly Nolen in order to review the company’s guarantee and a list of visits and services completed in my property as proof that the Truly Nolen was negligent and has a poor service. Both have not been provided by the manager. I can go over of all the oversights and faults from this company, but at this point I just want my money back.

  Business response

  02/12/2024

  In response to your dispute filed with the Better Business Bureau, we would first like to apologize for the difficulty you encountered with our customer service. This certainly is not the experience that we strive to provide our customers.

  To resolve this dispute, we agree to refund $1,429.93 and cancel the account as requested.

  We understand the negative impact that this breakdown in customer service causes in today’s competitive business environment and appreciate your bringing this issue to our attention. We are working to determine the cause and will use it to improve branch performance.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is solely about a dishonest billing practice. The company repeats this practice every year, they should be stopped from doing this. We have had an annual termite treatment contract for several years, customer #4714247. They send a "renewal guarantee" statement several weeks before due, stating the amount (a previously agreed contract amount) and due date. Then a second statement is sent, still about 6 weeks prior to due date, only the amount has been inflated 10%. Each year I call and tell them I will only pay the original contract amount per their statement, and not the inflated amount which is bogus. This year after paying, I was even separately billed for the extra 10%. When I call they insist this was a "price increase" but tell me I can ignore it. The next year they bill me the original amount again, proving this was not a price increase. I wonder how many customers pay the inflated amount without realizing, thus making this dishonest billing practice very lucrative. What I want is for them to STOP inflating their annual bills 10% after the original renewal statements are sent but before they come due. This is totally dishonest.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2023 we started to notice bed bug activity in one room. We called right away and the guy that did the initial treatment sprayed and told us to call if we continue to see bed bugs in a few weeks. We continue to see them and kept calling eventually the bed bugs spread to all the bedroom and I am having to call every week for an appointment and their not going. Theirs been times the techs are sent with no material to treat the bugs they just inspect. When I ask if they’re something stronger they just say it takes time or usually doesn’t take this long. When I call the people they just say they only are trained to make appointments and talk to the tech. This is getting frustrating as we are almost going into a year and dealing with this issue. In addition they supposedly treating the outside once every quarter but we are still seeing spider and scorpions inside the house and charging for services that obvious working I just need them to make the bed bugs go away. At some point They had cleared us and we bought new mattresses and installed them and even bought the covers just to have the new mattresses be infested. I am so disappointed.

  Business response

  01/30/2024

  Truly Nolen takes each customer’s pest issues seriously. Bed bug issues are particularly complex with many factors contributing to either the continuance or resolution of the infestation. We are sending one of our resource specialists to the branch to assist with devising a specific treatment protocol to address the issue. We look forward to working cooperatively with the customer to prepare a course of action that gets to the root of the problem.

  Customer response

  02/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21168007, 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,
  
  Oliva Moran
  
   
  

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  See attached. Damage repair and charge for work not done.

  Business response

  12/27/2023

  During the insulation service, Truly Nolen (TN) technicians disconnected some alarm wires in the attic. They also found an area that was inaccessible, prompting a refund for the customer. Our Insulation Manager agreed to reimburse Mr. Abbott for the alarm charges and provide a refund for the inaccessible area, per company policy. However, there was a missed step between the Insulation Division and the local branch, which delayed the refund portion. This issue has been corrected and the credit card of record has been refunded the $962.50.

  Regarding the reimbursement for alarm repairs, the request was initially denied due to a misunderstanding over who was to receive the funds. This issue has also been corrected and a check for $207.68 will be mailed to the Abbotts.

  The total amount reimbursed is slightly more than $1,135.68 (requested by the customer) based not on the proposed prices for TN services, but based on measurements and product used to complete the work.

  Our hope is that the above satisfies the customer’s needs, as what they requested was reasonable and agreed upon, but internal challenges created unforeseen delays in the processing.

  Customer response

  01/04/2024

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

  We have received the final check from Truly Nolan this week.

  Although we accept the payment, their response of how this all happened contains a lot of spin to make them look better.

  Buyers beware.
  
  Regards,
  
  ******* ******
  
   

  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an annual lawn care plan with ***** ***** of Pompano Beach *************). I did not renew the lawn care plan and did not pay a renewal fee. On 10/17/2023 ***** ***** of Pompano Beach performed unwanted service on my lawn and are attempting to collect $100 for that unwanted service, claiming my contract renewed automatically. However, as I tried to explain to the company multiple times, Florida law requires "(b) Any seller that sells or offers to sell any service to a consumer pursuant to a service contract the term of which is a specified period of 12 months or more and that automatically renews for a specified period of more than 1 month, unless the consumer cancels the contract, shall provide the consumer with written or electronic notification of the automatic renewal provision. Notification shall be provided to the consumer no less than 30 days or no more than 60 days before the cancellation deadline pursuant to the automatic renewal provision. Such notification shall disclose clearly and conspicuously: "1. That unless the consumer cancels the contract the contract will automatically renew. "2. Methods by which the consumer may obtain details of the automatic renewal provision and cancellation procedure, whether by contacting the seller at a specified telephone number or address, by referring to the contract, or by any other method." (***************************************************** ***** ***** did not provide such notification, and as a way to get around that requirement the manager, Terry, claim that I have always paid month-to-month. That is untrue. I always paid annually, and if I had been provided proper legal notice as indicated above, I would have followed it.

  Business response

  12/12/2023

  After reviewing the account, we do not feel that ***** ***** is in violation of the Florida statute quoted in the complaint. In 2019, Mr. Hanley contracted for an annual lawn agreement, which he renewed each subsequent year (as he stated). Our records indicate that ***** ***** provided notification to *** ****** on September 1st, October 2nd, and November 1st of 2023 regarding the upcoming renewal of the annual service agreement.
  

  At the customer’s request, we have canceled the lawn service agreement. To resolve this dispute and in a goodwill gesture, we have removed the outstanding $100 balance.
  

  We appreciate *** ****** bringing this issue to our attention and will use it to determine if any adjustments should be made to our process.

  Customer response

  12/12/2023

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

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor Service. Tried to resolve with Company, but clearly they just want to continue to take my money. Please read attached email.

  Business response

  11/06/2023

  Our Customer Care Center (CCC) and branch manager have made numerous attempts to assist Ms. Moore in resolving her complaint. While she did reply to the CCC agent's email on September 6th, she did not supply any time of availability so the CCC agent could schedule an appointment for service. The branch manager contacted Ms. Moore regarding the cancellation fee as requested but received no return call. After the BBB complaint was received, the branch manager tried calling three more times. With no response, he left another message.

  To resolve the complaint, the cancellation request is being processed, and, as a gesture of goodwill, the cancellation fee has been waived. Any credit on the account will be reversed back onto the card we withdrew it from.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2022 we signed up for pest control services with Truly Nolen. We paid $150 quarterly for quarterly maintenance. At first it was fine but we started noticing more spiders and ants about 6 months ago. Per their rules, we are allowed to call a tech out after 10 days of service at any point in the time period between services if we still see pests. 1 month ago we did this. Told them we had paid but we’re still seeing pests and the ants were actually inside the house. They finally sent an emergency tech out after hours of conversation. They continued to charge us without providing the service (eliminating the pests) they cited issues with our property and not their inability to provide services. A manager was promised to come out which never happened and avoided my calls. When I finally got her on the phone she was combative and rude, citing conversations that never happened and again blaming us. She refused to cancel the service on the day of the call. Truly Nolen has not made this right.

  Business response

  09/20/2023

  Before we can properly respond to the customer's complaint, we will need to know the address where service was provided. Thank you.

  Customer response

  09/22/2023

  The issue is still not resolved as we haven't received confirmation of cancellation of our services. There was an email write up from a manager, who is actively avoiding me, detailing what she was going to do. But haven't received confirmation of cancellation. 

  Business response

  09/25/2023

  As requested in our previous response, we need the service address in order to locate the account and respond to the complaint. We are unable to locate the account with *** ******** name, daytime phone number provided, the state/zip code, email address or a combination of any of these. We are happy to address the issue, but will need a full street address (including state and zip if different than what was provided in the complaint) in order to do so. Thank you.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Requesting asistance in resolving the issue with Truly Nolen. I called the company as I had ants problem at home , spoke to their support around 12/13/2022 and was assured that they stand by their service and if I am not happy with the service I can cancel it anytime . I asked this couple of time to be sure and was told there was no termintaion fee etc . ( I beleive the call should be recorded so can be verified ) . The company sent a rep and for a few days things were fine . I paid 168$ via check for the initial visit on 12/15/2022 .But just before Xmas we had major ants probelm again , I called their support line multipe times left messages but did not receive a reply .At some point I was able to talk to someone that said they do not have availability for next few days . In the meantime I was not able to use my kitchen and our Xmas was ruined as ants got on the food in the kitchen .At that point I called/emailed them that I would like to cancel the service as this was not what I had signed up for. I also requested for a refund for 168$ as whatever they did on the inital visit did not help at all . After a couple of back forth calls and emails I saw a credit of 49$ on my credit card. I was expecting full credit but didn't want to waste anymore time so let it go . Then few days later I saw a bill for 49$ sent via mail .I again called as well as emailed their support folks and was told that account has been cancelled and they will let their billing office know so that they can close the account and not send the bill , but this happened in February and again yesterday .So I called again yesterday and this time I was told that they credit me the 49$ by mistake and now want me to pay that back .This is ridculuos as I was expecting the refund for full 168$ but still agreed to the partial 49$ refund for the time that the person spent ( though it did not really help with the situation ) .Please assist as the person I spoke to said they will send it to collection .

  Business response

  03/22/2023

  Truly Nolen’s local branch manager visited with Ms. ****** to try to resolve her ant issue; however, she decided not to continue with our service. Because of that conversation, the account was canceled and the $175 cancellation fee was waived. However, after researching Ms. ******’s account, we find that there was an incorrect chargeback on this account, which caused the outstanding $49 balance. This balance will be removed and nothing further will be due. Mrs. ****** can disregard any billing notices or phone calls she may have received.

• 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

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