Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had two issues in one week. The first was resolved the second not.Truly Nolen allege a Termite inspection was completed on 12/11/2024. They claim their employee was here from ***** until I.28 Their invoice claimed no customer available to sign. Invoice ********* My wife and I were both here all day as we had another contractor servicing our air conditioning.We saw no sign of a technician.Our security camera did not record any ******** are meticulous about leaving their sign outside homes when they service yet no sign was left.Being charitable they may have gone to the wrong house. Being uncharitable they do not want to honor Termite policies and just hope by ignoring us we will cancel the policy.I have called their customer service head office and explained on 4 separate occasions. On each occasion and area manager was to contact. Nothing. Except on the third call an **** ******* ************ who I took as the Naples store manager called and we had a bristling call where she clearly did not believe me but said she would interview the employeewho she had know for years, never wrong etc etc.She text on 12/23 to say as it was Christmas she couldnt speak to the technician and would contact after Christmas.I heard nothing and on 1/9 I text her back to say I had heard nothing and she did not reply and we still have heard nothing. We want the service. We want our warranty honored. We want BBB to be made aware of Truly Nolen possible practices

  Business response

  01/28/2025

  The Operations Manager has reached out and spoken with the customer regarding this complaint.  We sincerely apologize for any inconvenience. We value all customers' business and glad we can protect their homes.

  The Operations Manager has offered to schedule another appointment and will have the technician perform the Termite booster service at the customer's convenience.  We are happy to hear that the customer is satisfied overall and we look forward to serve them and helping protect their home.

  Customer response

  01/28/2025

   
  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,
  
  ******* Trim

   

  thank you for your help in achieving a speedy resolution. As long as they turn up tomorrow then we are fine.

   

  really appreciate you.

   

  thanks 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 8/22/2024 I contacted Truly ***** for services regarding American ***** Roaches (aka Palmetto Bugs) I was sold the Elite package and had to pay first $159. before they would come out. I was told it's monthly, year round service for interior and ext and covers everything. I learned this did not cover everything. I would never agree to something that is not monthly. EVER. It was NOT explained there were other packages. In fact, they had not even been here to see if I had an infestation that needed continuing interior/exterior service.The technician's report stated that inside he found no activity. That was the only time he entered the property. They were high pressure sales, the manager even came twice to try to sell me different programs. He told me "you really should have a termite plan, everyone in ******* gets termites at some point". I live next to a heavily wooded lot. I still do have an issue with the bugs. It is now December 19th and I have not seen anyone since mid September. Two days ago I notified the company that I no longer want their services, and that their contract is void because of unfair practices and to not charge my acct again.A response from them stated I misunderstood and that they only come 4 times a year. ???My account says I owe $52, I pay $52 monthly, I paid $156 in Oct, $107, Aug, $157 and I owe $157 Jan 2025. As I can see I've only paid $159. My messages are gone from the ********* far as the service is itself, I explained that the entire yard, I have seashells and not a lawn, and the entire exterior of the home had to be done since I lived next to a wooded lot. Only the perimeter of the yard and the lower perimeter of house were done. I had to call them back 3 times in the first month. It was rainy season and their product is not rain proof. So why only 4 times a year? The *** should be *** to the service I would have chosen which would be an exterior as needed. This is unfair practices in the state of *******.

  Business response

  12/24/2024

  The Operations Manager has tried to reach out to the customer and left messages, have had no response back yet from the customer. 

  ******************** strives for customer excellence and would like to try and resolve the customer's issues. The manager will try again today to reach her by email and if the customer does not respond, as a good faith gesture, the account will be canelled and the balance will be zeroed out as well, and nothing will be owed by the customer. 

  Thank you and have a happy holiday!

  Customer response

  01/05/2025

   
  Better Business Bureau:

  I received an email from the manager who at the time had agreed to cancel my contract and zero out any balance.  If that is followed through with this claim can be closed.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the above is followed through.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had to contact truly nolen to have my yearly inspection done which nobody told me was way past due. When they arrived, they were to treat in the inside of my home to repel spiders and moths, both of which they said they can't control. They said they would take down spider webs in and outside of the home to help. They came and I still had the same spider webs on my house and windows. They just walked around dusting randomly and blindly. I have security footage of them so I know. I called and complained when I came home, and wanted it redone. They came back out a few days later and the same thing. I still had the original giant webs on my house. I called to cancel *** contract with them because I was not getting the service they promised. They offered to come back out in attempt to keep me as a customer, I agreed. SAME situation. I took pictures this time. I called and left a message with the branch manager *********************** whose number is ************. She offered to prorate my contract of $60 dollars. I said that doesn't seem ethical being that I have paid for services not rendered multiple times. She then became sarcastic, unreasonable, disrespectful, condescending, spoke over me numerous times and then gaslighted the conversation and fed off of the reactive verbal abuse that was now engaged between us. She refused to let me out of my contract over $60 dollars and was unprofessional in every way. She hung up on me. I called back and someone else picked up. I asked to speak to the district manager, *******************. The representative, ************ sent an email to him to reach out to me on this matter. Later that same evening, Truly Nolen tried to process a payment on my card. I have yet to hear back from ******************* regarding the treatment I received along with the verbal abuse from ***********************. She. failed to apply active listening and disregarded my concerns with ease. It infuriates me that a business could do this to others without repercussion.

  Business response

  03/15/2024

  The Truly Nolen District Manager contacted the customer about her issues.  She was unhappy with the lack of results. We made 3 attempts to clear out spiders and other issues but she said the problem remains. She wanted to cancel and did not agree with the cancel fee so the District Manager told her he would waive it and she was happy with that. The DM apologized for not getting her problem under control and she thanked him.

  Customer response

  03/15/2024

   
  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

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an agreement with a supervisor that we would evaluate my lawn at the end of the year to see if it was improved before I would pay their invoice, They had not been treating the lawn. I called the billing department and told them that. The lawn did not improve and at the end of the year I cancelled the service. I did pay them what I owed and they received my check on January 5th, 2024. I received a letter this week dated February 16th from a collection agency. I e called Truly ***** 4 times this week to tell them they need to take care of this since I dont owe them any money and the Supervisor does not call me back. The agents answering the phone agree my balance is zero yet the ***************** keeps calling me.

  Business response

  03/04/2024

  The branch manager called and spoke to the customer today.  The cancel fee/collection has been removed since payment has been made to the account.  The customer is satisfied with this resolution.  Thank you!

  Customer response

  03/07/2024

   
  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are trying to bill me for a service that was not authorized by me nor wanted, I notified them I would not be needing service since the rental home was completely DESTROYED by hurricane ***. I have NO contract whatsoever but they sent someone to do pest control "in" a house (not mine) that's BLOWN OUT, no floor, was under 16/18 foot of sea water. I have spoken to corporate representatives they informed me it is franchise and can not do much besides contact the regional manager. who refuses to contact me. I have done business with them for years and was always made to pay first before service. I do not owe them anything and will gladly take it to court.

  Business response

  01/08/2024

  The branch manager is removing the Bad Debt for the customer therefore, his account will be removed from collection and the account will also be closed.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023 Truly ***** came to my home on a "call Back" to treat for insects inside my home, I have had an annual service contract with Truly ***** since June of 2020 which is when I purchased the home. The annual service contract was renewed in June of 2021 and 2022. IN June of 2023 I received an invoice for $60 for the "call back" treatment. I contacted the office and spoke with a female representative and explained that I was under an annual service contract and the charge for service was covered under the service agreement. A fact that was confirmed when I made the service request in May of 2023. the following month I received another notice for $60, I called the office again and explained that I did not owe for the call back as it I was till under the annual service agreement. In September I received an letter from a collection company representing Truly ***** requesting payment and alleging that I had not paid the. After the receipt of this letter from A.R.M. I called Truly ***** a third and fourth time during the week of September 20th and left a message for the office manager, ******** believe, who did not return my calls. Further I recently sent a letter dated the last week of September to Truly ***** to the attention of the Manager who did not respond to my letter. Lastly I sent written notice to A.R.M. informing them to not contact me and that I did not owe anything to Truly *****. Subsequetnly I receive another notice from A.R.M. which after having notified them to not contact is a violation of federal code regarding collection matters. Lastly I have paid Truly ***** over $4,000 for services since June of 2020. I am requesting that Truly ********************* and desist all collection efforts, reverse the charges and send a written apology for their actions.

  Business response

  10/03/2023

  The Branch Manager will remove the customer from collections and follow up with the customer as well.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the end of the billing cycle I dropped their services but a tech came anyway and I was billed for that quarter even though they did not have my permission to come. I made them aware of the issue but they keep billing me *****. I was forced to pay to keep my good credit intatct.

  Business response

  10/03/2023

  The branch manager tried to call **************** twice today October 3, 2023, with no luck and no response to discuss his complaint.  The manager therefore, sent an email to the customer stating that he tried to contact him via phone to discuss his account and that ******************** will remove the charge on his account that he did not authorize as per his request.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired truly ***** they told me I can cancel any time. I was not happy with their service they never sprayed my whole house. The first time they came they only put traps in my kitchen which just moved the roaches to the bathroom. I called them back the second time still siding spray my whole house and this time only put traps in the bathroom. So I decided to cancel their service. I received a letter they turned me into a debt collector for the amount of 234. I called truly ***** at the beginning of dev and spoke to gian he said 179 was a cancellation fee which they never told me about. And the rest is late fees. **** told me he would have a manager call me. On September 21 and 25 I called to speak to a manager each time I was told they would call me back but they never did. I should not have to paid for a cancellation fee when they told me I could cancel at anytime.

  Business response

  09/28/2023

  The branch manager has tried to contact customer 9-27-23 by phone and call does not go through, fast busy signal.  He will try again today  to call as well as email the customer to discuss her complaint.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pest Control *** the Estimator ******************* came to my rental on 8/3/2023 & Guaranteed they can remedy my severe issue of BED BUG infestation; took my payment of $300.00 & had me sign contract; set up appt; on the day of appointment 8/9/2023Technician "*****' did not show up at the designated time (8-10:00;) 8;30 I contacted ************** & was told ***** had Truck issues & should be at my residence in minutes; he never showed up I had to go to work and lost 2 & 1/2 hours of work without pay. Called and left Message for the local office in ***************/** but neither the Branch Admin. "******" NOR the Branch Mgr. *********************** returned my calls; spoke with customer service several times and finally requested to be transferred to headquarters; spoke with so called head quarters secretary "*******" & was told they could not give me any special appt. the earliest available sat appt. would be 11 days later. On Sat 8/19 my RESCHDULED appt, I called & verified appt time day before & was verified between hours of ****; AGAIN no show & speaking with 7 different customer service reps was told again ****** local office admin. trying to contact Branch Manager **** and no Respond; the Technician not showing up also names "Kait" not responding either; tried contacting area supervisor ********************* not responding; tried to contact local main office in *******/** instead sent to ******** spoke with call center rep ******* who told me the district supervisor is ************************************* who also did not respond. and was told by her she would gladly reschedule me; ANOTHER RESCHEDULE?? Tried contacting ******************* who sold me contract no Respond.; Another call made to customer service 4 hours later again was transferred to call center spoke with ****** who said same thing; can reschedule but would send email to his supervisor *********************************; The local office will not allow to leave a review on their site & have to wait 24 hrs for respond during regular business hours.

  Business response

  08/30/2023

  The branch manager has been in contact with the customer regarding this complaint.  We do apologize for the unfortunate experience the customer had with our company.  Some unfortunate circumstances took place where her original service technician was hurt unable to fulfill his services, then the rescheduling that occurred was done in error and therefore, it was missed again.  The branch manager had been in contact with the customer and her full payment was already refunded on 8-22-23.  We have fulfilled the customers wishes and have resolved the complaint.

  Customer response

  09/03/2023

   
  Complaint: 20495897
  
  I am rejecting this response because: that is a total and ABSELOUTE lie; the so called branch manager *********************** has NEVER, EVER returned any of my calls and the TRULY ***** customer service line could NOT get *********************** respond to them while I was kept on hold each and every time I have called to know what is going on.

  The  Branch Administrator named ****** ALSO did not respond to any of my calls or messages and during yet another call to customer service regarding the technician not showing up (2nd time after they had rescheduled for the first technician who also was a no show...) while again I was kept on hold, ****** also would not talk to me in person; but told the customer service rep to inform me she too has not been able to reach ****; but would call me back with an update once he contacts her.

  The calls and Messages to the  following contacts at Truly ***** that have NEVER EVER been returned are as follows:

  ******************* (Estimator who sold me the contract and took my payment of $300 on 8/3/23) 8/9/23 @ 8:45 when technician has yet to respond (my appointment was at 8:00) He responded via text when I originally texted him at 8:18 to see where was the tech? respond was he had car trouble he should be there soon; but when no show ************** did not respond back.   

  *********************** branch manager 8/9/23 (*************** location) 9:30 was told he does not come in till 10:00; left msg never recd. call back;  11:30 **************** informed me ************************* admin trying to contact ****; but no respond either. Was told ****** will call me back NEVER RECD. CALL BACK FROM HER.

  8/10/23 Called customer service @ 12:30 to see why branch manager did not return call; left another message for ************************* admin and ********************* manager.  I requested to be transferred to the headquarters and was put in contact with the ADMIN SECRETARY at the headquarters by the name of *******/*******? who was not very nice and said the technician was not at fault; I was given a 2 hour ARRIVAL time and not actual time to show up; refused to reschedule me for a Sat (Since I had already missed 3 hours of work due to tech not showing up during the work week)  customer service rep RESCHEULED me for over 10 days after original missed appointment for Sat. 8/19/23 arrival time of 10-12.  I called on 8/18 to VERIFY appointment date and time via customer service line.

   

  Sat 8/19 Texted ******************* do I need to remove bedding (Would NOT respond to my call only respond to text....) respond was just NO.

  Again NO SHOW by the technician assigned to me for the new date of 8/19; at 2:30 after several calls to customer service; same song and dance; they are trying to contact branch manager **** not responding; Technician who did not show up ******* not responding; ************************* admin Not responding. **************** reps I spoke with that day

  ****** (3 times..)  ****; ******* (not the branch admin; but customer service rep;) ********* ******.  ********************* Area direct supervisor for Northern ** branches; *************************************, Director of operations Northern **; *********************************, **************** Director; ********************* ceo headquaters, *******; *********************** Manager Public Relations.

   

  None have responded back EVER; and although I finally did get my deposit back and was able to CANCEL my auto Payment I had set up with my financial institution ( had to CLOSE my account to ensure these thieves do not try to obtain the $40.00 recurring monthly payment.)  This MUST & NEEDS to be divulged to the public.   I have received NUMEROUS responses from social media posts regarding EXACT SAME EXPERIENCE by several other folks who went though exactly what I have gone through with this company.

   

  PLEASE, PLEASE EXPOSE THIS FRAUDULENT COMPANY.

  Sincerely,
  
  ***************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I hired this company to remove roaches from a house I just purchased. I signed a contract and have paid for a year. They do not return phone calls or keep appointments. They did not perform the services that they promised. They did not fully treat the house and I did need to lead them around and ask them to spray certain places. They are unprofessional and rude. Bottom line is that I still have roaches that I am treating myself because they have totally failed to take care of the problem They did not fail to take my money.

*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. ↩