Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had problems with Truly Nolen for months over the billing. My father died and I called to put his account in my name. I have owned the property for years but they continually mixed it up with my other property where I lived. They got my name wrong as well as how often they billed. They took money out of my bank account and after we moved to another state I finally had to stop the bank from paying them. Now they are continuing to call my sister who lived at that address and also moved out of state and they keep sending me emails. I had to pay $20 to the bank to stop paying them. They are sending invoices to me about a property that we no longer own! Plus it still has that misspelled name on it. I notified the manager who stopped replying. I want this to stop!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business response

  01/08/2025

  In response, we would first like to apologize for the difficulty Ms. Scheffler encountered with our customer service. This certainly is not the experience that we strive to provide our customers.

  Recently, a human error led to the mistaken distribution of old invoices to some of our current and past customers. Please rest assured that no credit cards were charged. The error only involved the resending of old invoices via email.
  

  Regarding Ms. Scheffler’s frustration about unresponsive communication, the manager previously responsible for the local branch is no longer employed with Truly Nolen. Any future emails can be directed to the branch at manager.025@trulynolen.com. This email address is monitored regularly, regardless of changes in management.
  

  As of today, the accounts have been cancelled at customer’s request, the ACH information has been removed and there is no outstanding balance. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been with truly nolen for about 14 months and been paying them to maintain my grass. I have not been happy with my service. Before they took over my grass maintenance the grass was in was in very good condition when they started. In fact my grass was maintained by another company before Truly Nolen started. This other company did an excellent job. Now a good portion of my grass is covered in weeds and dead from brown spots. The condition of my lawn at best is very poor. I have asked to talk to a manager plenty of times but to date I have not had any direct communications from truly Nolen. Whenever, you call them you talk to a different person. The workers come and go as quickly as they come. Taking short cut that should not be taken. Truly Nolen, is not doing the job that they are getting paid to do. How can the majority of my grass be damaged? How can I have been paying them without my receiving the reassurance and the benefits of having them do the job that they are being paid to do. I cannot stand outside and walk along the side of the person doing the grass. I keep calling and requesting a manager but to no avail. I have not been able to talk to a manager, I am always told no manager is available but they will call you back, this part never happens. I have made at least 4 request and yet I do receive my billing coming to me no problem with that. I should mention that my grass looks like a neighbors grass who does not treat his lawn at all. I am requesting that my billing be adjusted to reflect the poor service that I have received. I am going to have to replace new sod in the areas that are dead. To me this is what I have had the service for to prevent this from happening.

  Business response

  10/22/2024

  Our local branch manager reviewed the account history, spoke with the current lawn technician, and scheduled a lawn inspection with Mr. Chatman. They reviewed the lawn agreement, service tickets and pictures of the lawn from last year. After the lawn inspection was complete, the manager agreed that the customer is entitled to remediation.

  Truly Nolen will remove the $90 balance on the account, and we will pay to resod about 200 square feet of the lawn. Mr. Chatman will find someone locally to complete this work.

  Our manager apologized for the breakdown in communication and provided the customer with his local cell number. We appreciate the opportunity to rectify Mr. Chatman’s concerns and retain him as a customer.

  Customer response

  10/23/2024

  I reviewed the BBB reply or response from Truly Nolen and while it was great the Truly Nolen came out and agreed to re-sod the areas that were damaged. I walked with the Truly Nolen representative and we talked about how much and what they would cover and it was more then 200 sq ft. Truly Nolen’s measurement would not cover even one side of my property that was damaged. I talked with Oscar and we looked at the areas that are lost and there are three areas that needed to be addressed and replaced. Truly Nolen has already agree to replace these area’s. Truly Nolen did not take measurements while they were out but we discussed the areas that needed to be covered and I have personally added nothing to the area’s count other than what was mentioned at the time. 
  
  I have received today an estimate for the replacement as it was their request to me to produce the estimated for them. In this estimate it estimates the square footage to be 1200 Sq Ft. the estimate was produced by Scooters Lawn Care Service. The price is estimated to be $1,840.00 I am sending the estimate over to the attention of the service manager Oscar today. Scooters price is very reasonable considering what the going rate can be. 

  Moreover I was told that I would be switched to a monthly service plan at the same cost that fact was not mentioned in their reply to BBB.

  I am requesting to have the $90.00 current eliminated bill eliminated.  Pay the current estimated sod replacement bill and follow through with the monthly

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Truly Nolen will not return our calls, we’ve called 4 times. First call to cancel service after 4 days from start of it. Service was not cancelled as promised from first phone call. We then received a bill. All calls have not been returned as promised.

  Business response

  10/17/2024

  We spoke with Ms. Horn on October 9th to discuss her concerns with her husband purchasing a rodent service from us. She stated that she did not agree with this purchase and wanted it cancelled.

  As a result, we have cancelled the account, and a refund of $214.42 is in process. The branch agreed to email Ms. Horn when this has been completed.

  Customer response

  10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22399574, 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,
  
  Roberta Horn
  
   
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been overcharged on my credit card for services not rendered. I have repeatedly called for the charge to be corrected with no satisfaction! Extremely poor customer service!!!

  Business response

  10/09/2024

  On October 5, 2024, Mr. Vitelli called in requesting a refund for a charge on his credit card. The CSR who spoke with him on the phone confirmed that he had been overcharged. She informed him that she would submit a request to reverse the charge, which may take a few days for the reversal to appear. According to the CSR, the customer was happy with her explanation and answer.
  
  The request was made through the appropriate channels, and the credit card reversal was completed on October 7, 2024. The customer should see the funds returned to their account within 5-7 business days, depending on their bank.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hired Truly Nolan to do termite remediation two years ago they charge me $1400 for initial treatment and $350 for the annual they kept telling me they were treating it and the problem got worse. They told me they were gonna take care of it by tenting the property and then they came back and wanted me to pay $4000 to tent the house they told me it was a discount but that was $2000 more than I could’ve paid to have another company do it absolute theft of my money they never fix the problem and I’ve had damage to the house throughout the last two years that I still don’t know the extent of it

  Business response

  10/17/2024

  Our branch manager reached out to Mr. Mor to discuss the concerns in his complaint on October 9th. After researching his account, Truly Nolen has agreed to refund $875, and the customer has agreed to this amount as settlement of his complaint.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I was supposed to have a tech from 3-5 come and take care of my termite issue, he calls me around 4:46pm to advise me apparently his vehicle has to be towed and he can’t make it to my appointment, he then proceeds by telling me that someone will call me to reschedule the appointment for this week, I didn’t believe that because it was already 5p. Of course I didn’t hear anything, so I took upon myself to call this morning to reschedule an appointment, it appears the was trying his best as he placed me on hold several times saying he’s communicating with the regional department to get me a sooner appointment because the schedule was busy. He comes back and tells me the soonest appointment he has is September 5th I wholeheartedly feel like that’s BS because now I have to take time off again while these termites are spreading further into my home. Why is that the termites keep coming back? I initially paid 2k for a treatment last year to remove the termites, maybe a different option needs to be done possibly covering the house. For the inconvenience Truly Nolan needs to compensate me for my time.

  Business response

  08/27/2024

  Our Operations Manager in Davie, FL called the customer to see how he could help resolve this complaint. There was no answer, so he attempted to leave a voicemail; however, the voicemail box had not been set up. He then emailed the address on record letting the customer know that he was trying to reach him and asking that he please call the number provided when he has an opportunity.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a signed contract for service. Back in Oct and November we had issues. We were suppose to be credited 2 months worth of services that were never performed. Never got those credits. Now we were charged for July and Aug and did not get service. I contacted the manager Josh at the location. He has since moved to new location. He tried reaching out to the manager with no luck. I called corporation and all they can do is cancel the service with no credit at this time for service that was never performed. All I was looking for is the 2 months prior credit that Josh the manager has agreed to and the July and August credit that service has not been performed.

  Business response

  08/26/2024

  First, we would like to apologize for the difficulty encountered with our customer service. This is certainly not the experience that we strive to provide our customers. As the customer requested, we have refunded the disputed services and cancelled the account. 

  Customer response

  08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22122395, 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,
  
  Douglas Laplante
  
   
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In December of 2022, we hired Truly Nolen to help us identify where rodents were getting into our home and help us to eliminate them in our home after another company had failed. When we first gentleman came out, they saw that the other company had appeared to the exterior of our home so they decided that they would not do the exterior that we fix a garage door and we broke out of one toilet that was repaired in a timely fashion. Representatives would come Set up traps, we would have to eliminate any dead rodent caught because they were inconsistent in When they would come. The traps that were set by truly no one rarely hot rodents which led to us sending hundreds of dollars purchasing new traps ourselves. When I called in March 2024, as the issue was ongoing over a year sales representative simply told me a new product and an expensive monthly fee, when a new tech came into our home, he was worried that the spray was keeping rodents in our house. Mike was wonderful and worked very hard to try to eliminate our issue but then he ended up having to take a leave of absence so again we had rodent activity and lots and lots of damage to our home. I called in the summer of 2023 to request a refund because we were on our wits end. Manager requested that I kept giving my original representative a chance to fix the problem which I did, but it made our problem worse. My husband, dogs and myself have done the work Truly Nolen should have. I have had damage to my Dishwasher, washing machine, Walls, pocket doors, flooring, furniture, carpet and we have been unable to have people over to our house because we are afraid a rat will show up. We have done our part to clean the areas around our home, secure, pet food, and seal all of the areas we could. We are not the expert and just completely looked their house, but it feels like we were dismissed every time we trying to get help except for the last time in 2024 with Mike.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/18/2024 I was scheduled to have my. Anual termite inspection done I'd requested a time between 12 noon and 12.30pm also a call before they arrived letting me know they were on their way and again Truly Nolan managed to mess everything up they turned up at 9am and sent me an email telling me the work had been done so I called the office BIG MISTAKE out of all of my 45 years in business I've NEVER EVER experienced such a DISGRACEFUL ATTITUDE from a so called CUSTOMER SERVICE representative absolutely awful I've spent hours now trying to report this agent to corporate offices but that's almost impossible to do no one at Truly Nolan seems to care . Well let me tell you I've no idea if this work was carried out or not they're supposed to be coming back hopefully not with the same attitude as the customer care agent in the office ....DISGRACEFUL !!!

  Business response

  06/24/2024

  This account is owned and managed by our South Carolina franchise, so our corporate office does not have access to the details of this account. However, we reached out to the franchise owner and find that he spoke with Mr. Davis and offered to have the technician return at Mr. Davis’ convenience, which was done on June 19th. The technician reported that Mr. Davis seemed to be satisfied. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $147 was paid to Truly Nolen Branch 021 for pest control, $452 was paid for termite protection. I have left three voice mails, sent two emails. Company does not respond. Whole thing feels like a scam at times. They come out, and then disappear for months.

  Business response

  05/30/2024

  Our Business Manager called Mr. Harrington twice on May 23rd. When he was unable to make contact, he left a message requesting a return call. He tried again on May 28th with the same result. He also sent an email on the 28th, explaining his attempts to reach the customer and asked that he please call him at the number listed.

  To date, we have not had a response from the customer.

*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. ↩