Complaints

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

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• 

  Truly Nolen of America, Inc.

  432 S Williams Blvd Tucson, AZ 85711-4488

• 

  Truly Nolen of America, Inc.

  19193 S Alpha Ave Ste A Green Valley, AZ 85614-4989

• 

  Truly Nolen of America, Inc.

  6185 N Travel Center Dr Tucson, AZ 85741-3275

• 

  Truly Nolen of America, Inc.

  200 Myer Dr # A Sierra Vista, AZ 85635-2503

• 

  Truly Nolen of America, Inc.

  7475 E 22nd St Tucson, AZ 85710-6428

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:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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

  Date:06/18/2024

  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.

  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

  Date: 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

  Date:05/21/2024

  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.

  $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

  Date: 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.

• Initial Complaint

  Date:05/14/2024

  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.

  We had a contract with Truly Nolan since 2019. They would schedule us to come out 4-5 times a year to spray our home and surrounding area (yard). This past year I had to call them continually to schedule a visit instead of the usual calls from them requesting to come out. And they don't usually come out during the winter months so now that its spring I realized that it was time for a visit from them.
  My fault for loosing track of time but i noticed they hadn't called again to come out so I called them to find out why they weren't contacting us to come out. I was told by the person answering the phone that the reason why they hadn't come out to spray is because I cancelled the contract.
  I informed him that I did no such thing and he put me on hold to check. He returned and told me that the notes said that I went into the office and cancelled stating the reason for the cancellation was that i don't like spiders. I informed him that this was not true and that I don't even know where there office is located. He them transferred me to the sales department to restart the contract.
  She informed me that it has 6 months since our last visit (which was July because they normally did not come out during the winter unless I called) and that the prices now have increased. Which coincidentally amounted to almost double of what our contract originally was.
  I never cancelled anything with them. This is a scam to increase my contract rates. And that's why I'm reporting them.
  Please help.

  Business Response

  Date: 05/29/2024

  After researching this account, we find documentation that
  the customer went into our Prescott Valley branch on October 3, 2023 and
  requested that this account be cancelled. The request was verified by our
  branch manager at the time, and subsequently cancelled.

  When the customer contacted us again on April 22, 2024, six
  months had passed and the pest control program that was contracted in 2019 had
  been restructured causing the price increase that was quoted six months later.

  Due to inflation and the rising cost of fuel,
  materials, etc., we regularly review our pricing, and this may result in a
  price increase. This is not a scam, but the cost of doing business in today’s
  economic environment

  Customer Answer

  Date: 05/30/2024

  Your response is not the truth. I have never set a foot in your office. Nor did I ever cancel our contract with you. That is a blatant lie.
  

  Our contract with you was for quarterly services. Your employee came in the spring, summer, fall, and then not again until the spring g unless we called you. I called you in the spring because I had not heard from you. I called to find out what was going on and why you hadn’t called to set a Siri g appointment. Why would I call you if I had cancelled you? When I called to find out why you hadn’t come by your office manager told me that I cancelled the service. I requested proof of my cancelling the service. Of course the only proof offered was that the manager word. I requested a signature. You did not have one. No video of me entering the business. I don’t even know where the business is. At that point you offered me to restart the service and transferred me to the sales department who informed me that my. Interact rates are no longer applicable because I cancelled the contract ( which I did not) and that I would not have to pay the new rates which were significantly higher. 
  I know what you are up to and  you cannot cancel my contract and lie about the reasons for the cancellation. When I asked the reason that was documented that I was supposed to have cancelled the only response I got “ was that I didn’t like spiders”!
  And that is just flat out stupid!  

  Business Response

  Date: 06/03/2024

  Given the existing disparity in perspectives, further
  dialogue would not be productive. At this point, the customer does not have a
  binding contract, and there is no money owed either by the customer or by Truly
  Nolen. Therefore, we believe that the customer would be better served exploring
  alternative pest control options.

• Initial Complaint

  Date:05/10/2024

  Type:Order 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.

  see Attached document

  Business Response

  Date: 05/21/2024

  After researching this account, our Business Manager
  discovered that in August 2023 the customer called in to cancel a callback, but
  the service was canceled inadvertently. This began a cascade of
  miscommunication.
  

  Mr. and Mrs. Butrymocwicz have been valued customers for 15
  years. We would like the opportunity to start over and put the account back on
  a monthly service agreement with the old rate. To this end, our Business
  Manager called the customer on May 15th, but wasn’t able to make contact.
  He left a message. We encourage the customer to return the call so we can
  resolve this issue and apologize for the frustration in dealing with this
  matter.

• Initial Complaint

  Date:03/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/04/2024

  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.

  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

  Date: 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

  Date:01/31/2024

  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.

  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

  Date:01/19/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:12/15/2023

  Type:Product 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.

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

  Business Response

  Date: 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 Answer

  Date: 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,
  
  
  
  ******* ******