Complaints

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My complaint is regarding non-completion of services.I hired Truly Nolen to remove rodents, secure my home and ensure they cannot get back in.I've contacted the company multiple times because I continue to hear the rodents, smell the rodents and deal with issues. I had a company come out today and quote me on cleaning my attic as there are issues remaining from the rodents, they opened the attic and there right inside the opening was a dead mouse. I am beyond upset. I trusted them to do their jobs. They made me feel like I was crazy. I've been living with this issue when it should have been completely resolved.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Called to inquire for pest control. Never opened their email or signed their contract. Did not like their high pressure fast talk sales pitch. **** charged my credit card even though i told them i will think about their. Then **** came to my house telling me I needed to sign their contract. I fear they can bully the elderly with there awful fraud

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is a scam !! We hired this company on 8/29/2022 for a Rodent problem. We started seeing evidence of rats and we were disgusted. We paid $1400 for what they call PREMIUM package but we get GARBAGE service !! I feel very taken advantage of as a women ! The seller knew how afraid i was and sold me this ****** expensive package that would ***** him the most commission. This company has done VERY limited work .. they may have come out 4-5 time total but promised service every 2-3 days. WE the residents do all the work. We have weekly rat trappings and we have REMOVED THE DEAD and ALIVE RODENTS OURSELVES. We have to call for an appointment or to check to see why they arn't following through with their contractual agreement. Today 10/17 I was told nobody has been coming because they haven't seen any rats. That's because WE THE RESIDENTS are doing all the work and removing them . We just had our son take a picture of a rat we caught today and disposed. We are HIGHLY disappointed in this service and want all of our money back. This company is a scam. For the price we paid we should have ******* service. I'm so heart broken and still dealing with the same issue in my BRAND NEW BEAUTIFUL HOME

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We paid them to provide a service. They did not show up. They have refused to issue a refund for work they did not perform. They do not call back or answer the phone.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  .I'm trying to find words to describe how I feel and SCAMMED is probably the most accurate.They stared the service with cero results with in 4 visits.The technician was never previously informed about the conversations I had with the office..Not even one dead roach ,ant oh spider a total disaster.I'm not sure at this point if he even have any product on that little container he used to walk around my house .I found totally impossible that not even one dead roach .I understand everything takes time but how come we went to Home Depot and with a 3 dollar bottle we had results in less than 30 minutes .He will come to my house and ask me things like; "what I'm supposed to do today ? Oh comments things like oh I didn't know I had to apply this product today .I will check on the truck to see if I have the product.The people at the office didn't tell you that you needed to take everything out the kitchen cabinet? Nooo! Well I will do what I can .I don't have enough product Today I will be back .Enough is enough! Still kitchen full of roaches not even one dead .I called to cancel the service .But they charge my bank account again this month anyway.when calling to ask why ? They front desk lady said now I another 135 will be coming out my bank account.They transferred me with the manager Anna she never picked up oh called me back .Someone need to look In to this scam this company is running.Upper management probably doesn't know .but the new manager Anna at Naples location knows ! I had talked to her before.Extremely disappointed! They know they didn't do anything on my property .I send the manager pictures and emails .I made several phone calls .Initially I wanna to cancel but reading the contract I believe I deserve my money back .Base on the Results oh money back .I notice this office on Naples have several people complaining about same situation.

  Business response

  08/29/2022

  Contact Name and Title: ***********************-Manager
  Contact Phone: ************
  Contact Email: ************************************************
  This account was already cancelled in early August per the customer's request. We started the service in mid-June, and had performed 1 chargeable service and 2 free courtesy follow up visits by the time I was notified of concerns she had in late July. We had a long phone conversation that day, and she explained her concern of still seeing roaches. Although the general public doesn't always understand that it can take time to resolve German ***** infestations, I understood and empathized with her concerns and apologized for any dissatisfaction, but that we were happy to help get this resolved. It was a good conversation and she agreed at that time to give us 30 days to resolve the issues to her satisfaction as per our Satisfaction Guarantee. She emailed me only a day or two after that conversation (before we were able to schedule another technician), saying she changed her mind and to just cancel the service; they were not willing to work with us on resolving her concerns as per how our Satisfaction Guarantee works. There is no balance on the account and she does not owe us any money. However, as a courtesy gesture, we will be refunding the services she paid for.

  Customer response

  08/29/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/29) */ Contact Name and Title: Anna W.-Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************@trulynolen.com This account was already cancelled in early August per the customer's request. We started the service in mid-June, and had performed 1 chargeable service and 2 free courtesy follow up visits by the time I was notified of concerns she had in late July. We had a long phone conversation that day, and she explained her concern of still seeing roaches. Although the general public doesn't always understand that it can take time to resolve German Roach infestations, I understood and empathized with her concerns and apologized for any dissatisfaction, but that we were happy to help get this resolved. It was a good conversation and she agreed at that time to give us 30 days to resolve the issues to her satisfaction as per our Satisfaction Guarantee. She emailed me only a day or two after that conversation (before we were able to schedule another technician), saying she changed her mind and to just cancel the service; they were not willing to work with us on resolving her concerns as per how our Satisfaction Guarantee works. There is no balance on the account and she does not owe us any money. However, as a courtesy gesture, we will be refunding the services she paid for. Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

  Customer response

  09/16/2022

  Unfortunately I had to come back .Today is September the 16 and they one more time failed to the delivery whats promise.They never Refunded the money to the bank account as they said will do .

  What else could I do? 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mys. house became rat-infested. I signed up with Truly Nolan for $750 to exterminate them. The technician said they would check everything and put out/pick up traps everyother day. They don't come. The last few traps were designed for mice and caught but didn't kill the rats. I had to dispose of them myself. THEY NEVER COME, THEY NEVER BRING TRAPS...ONE TIME IN THE LAST TWO WEEKS. I still have rats breaking my appliances and threatening my health. Patrice C M. MD

  Business response

  07/28/2022

  Business Response /* (1000, 5, 2022/07/13) */ Contact Name and Title: M A. Contact Phone: XXX-XXX-XXXX Contact Email: **************@trulynolen.com We have had several conversations with the customer in trying to resolve her rodent problem. Since the beginning June 6, 2022, we have done 11 trap checks & caught total of 11 rodents...the last trap check was July 11. A smoke test was performed with no results found. Rodents gain entry via a doggie door into the home. We have offered the customer a refund of her monies and have agreed to part ways. Truly Nolen will refund $700.00 to the customer.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled for "outside only" pest service with their ambassador Jeffrey W*****. I inquired about cancellation fees and was informed that as an outside only service there was no cancellation fee. After the first service on April 16, 2022, I was unhappy with the pest service. There were still spider webs in the lanai and around the windows right after he left. I inquired about the millipedes with the technician, Ricardo, who informed me that there is nothing for the millipedes. Mr. W***** mentioned an aerosolized treatment to keep the frogs away on the consultation but when I inquired about it after the treatment report his response was they do not have any such treatment. I decided to cancel service after the poor initial service and his response about the frogs with Mr. W***** on April 20, 2022. He no longer replied to my emails. I tried contacting Joe J****, the manager, at ***********@trulymail.net to cancel service and also received no reply on April 28, 2022. I sent a certified letter to Truly Nolen at 2829 Domestic Avenue, Naples, Fl ***** with return receipt to cancel service and still no reply. On June 2, 2022, Truly Nolan sent their technician Ricardo to return and apply the second "outside only" pesticide application 47 days after the first service. My husband called them on June 3, 2022 to tell them that the service was already cancelled. The representative tells us that we were sold a 4 seasons pest service and no "outside only" service exists. The only way to cancel is to pay $175 cancellation fee. This is 3 lies we were told by their ambassador 1. outside only pest service 2. outside service is cancellable at any time with no cancellation fee. 3. aerosolized spray to keep the frogs away. I cancelled the service 3 days after their first service as the service was poor and I felt I was lied to by Mr. W*****. No one wants to acknowledge that service was cancelled and now they want me to pay a fee to cancel and continue to bill monthly.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/14) */ The branch manager spoke with the customer today and apologized for the miscommunication and explained our services. The manager asked if Truly Nolen could have a chance to reintroduce our service as we certainly got off on the wrong foot. The customer said no and thank you for helping her understand our services and process better. As a good faith gesture, the manager is reversing the charges and the cancel fee on the customers account.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paid for 3 months service to get rid of mice in my kitchen. I have a baby and a toddler at home. I was initially billed incorrectly and the office manager was extremely rude about it. I had to escalate issue to have billing corrected. They started me with a senior technician who assured me the mice would be gone. Then they sent a junior technician for any follow ups. The two had conflicting advice, and kept making sales pitches at me. They cannot resolve my initial issue with the mice but keep trying to get more money out of me. The technician wore his dirty work boots in my house, would even put shoe coverings on when I asked, and just proceeded to walk on my carpet. I have a baby who is crawling! They had to change my scheduled inspection but never called me to do so. When I called after the miss inspection, the office manager, Colleen, kept insisting she called me when she absolutely did not. She even started raising her voice to speak over me. I asked to speak with someone in charge and the receptionist offer Colleen, to which I said no. I was transferred to colleen anyways. I kept asking to speak with the owner and she will not allow me to. I have called Truly Nolan's toll free number, left an unanswered message, and have not been able to get through to anyone. This company provides terrible service with no resolution process and does not allow customers to reach anyone in charge. I want a full refund for the awful experience and lack of ability to get rid of the mice in my house.

  Business response

  06/29/2022

  Business Response /* (1000, 9, 2022/06/23) */ Contact Name and Title: Tom D. - Owner Contact Phone:************* Contact Email: *********@TrulyNolen.ca We have spoken with the customer, a day or two before we were notified by BB of the issue and I believe it has been resolved to the customer's satisfaction. Please let us know (I have included our contact information below) If there are still any outstanding issues. Thank you for your patience. Consumer Response /* (2000, 11, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoken with the owner and are working together for a satisfactory solution. Thank you.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed contract for rodent control on March 18, 2022, told they would come every 3 days to check traps , they have not come for 2 weeks now and do not answer phones. April25 spoke with agent and told we would hear from district Mgr no call, no show.We want our money returned, we paid$700 and have not had the rodent situation resolved in any way, still infested daily scratching chewing, we are seniors and have been misled and lied to

  Business response

  07/05/2022

  Business Response /* (1000, 10, 2022/06/20) */ Contact Name and Title: Misty A. Contact Phone: ************ Contact Email: **************@trulynolen.com The district manager contacted the customer on 5-26-22 and offered to try and resolve the rodent issues, but the customer just wanted their money back. The refund was processed on 5-26-22 as requested.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife set up a ONE TIME service with Truly Nolan on 11/25/2021 for pest treatment. We specifically said we did not want a monthly subscription. Come to find out they have been charging our credit card monthly right away. What is even worse is that during that time there has only been ONE repeat visit by a Truly Nolan service agent at one of the two properties treated (I went back and reviewed security footage). Basically 3 months of credit card charges for a service that was never requested and then, even after the charge was made, was only provided once.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/17) */ After receiving this BBB notice of complaint, the branch manager immediately called the customer to see how she could help. There was no answer but left a message for customer to please call the office - wants to discuss the one time service and that we are more than happy to assist the customer if we knew what was needed-there were no notes on the account stating it was to be a one time service - customer signed an agreement acknowledging the monthly payments. Copy attached. Again, we are more than willing to refund the $78 on the account that would be used for the next service and we can cancel the account with no cancellation fee

*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. ↩