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. has 45 locations, listed below.

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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:11/30/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/26/2023

  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.

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

  Business Response

  Date: 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

  Date:09/19/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/14/2023

  Type:Product 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.

  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

  Date: 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

  Date:01/19/2023

  Type:Customer Service 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.

  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

  Date: 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

• Initial Complaint

  Date:01/11/2023

  Type:Billing 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 contacted Truly Nolen on 02-08-2022 for help to rid my home of rodents. I paid $487.13 on a one-year contract for this service. I expected professional help in knowing how to rid homes of rats/mice. This whole experience has been a joke and a hot mess. Lying and inferior services provided by *********** and *******, for three months forced me to call their customer service and ask to speak with Corporate. Instead, I got a call from branch manager, Mark, on 5-25-22 who told me he would handle things. I had been told by Jason in 03-2022 that I had a roof rat problem. The smell of rodents was/is strong in my garage and affects my bronchitis. I can hear rodents in the walls and attic and see them in my home. I told Truly Nolen that I am afraid of rodents and expected them to help me rid my home of these pests. Nonetheless, (1) the technicians would promise to come out and never showed on numerous occasions when I called for services. I was told by tech ******* in 06-2022 that the company policy is to come out twice per week for three weeks and then stop? They couldn't even do that. (2) The necessary exclusions were not all done to prevent rodent from entering my home. (3) Worst yet is the fact that the sunflower seeds placed on 15 traps have been on the traps since 04-2022 and the techs refused to change them. The explanation is that sunflower seeds are used in the area where I live, yet I live 2 good blocks from a bayou? (4) I asked that tracking powder be placed in inconspicuous areas to kill rodents in the garage and home and was told they only use powder in commercial buildings. (5) I asked that something be done about the smell and never got this service. I got so frustrated that I have tried to handle things on my own. I still have rodents, one died in my walls, and another was in my XMAS decorations which caused me to run straight into the wall. This inferior service provide by Truly Nolen is contrary to the services their website indicate they provide.

  Business Response

  Date: 01/13/2023

  Due to the location of the home near a bayou and structural
  issues, the rodent pressure is high at this residence and a contributing factor
  to the ongoing rodent issue. These are factors that Truly Nolen cannot control. However, our initial scope of work closed up rodent entry
  points discovered upon initial inspection. Subsequently, we re-inspected the
  property and found more openings since the original exclusion. At no charge to
  the customer, we did additional exclusion work to close these new entry points.
  We had to decline Ms. *****’s request to use a rodenticide and tracking powder
  within the residence and garage for safety reasons. Both of these products are
  toxic.

  
  In addition, we put
  out numerous snap traps. In early September, we did our final trap check having
  caught no more rodents. This is the last we heard from Mrs. ***** and
  considered the matter solved.

  
  To satisfy Ms. *****’s complaint, we will refund the full
  cost of her rodent services ($487.13). Our branch manager has reached out to
  Ms. ***** via phone and left her a voicemail regarding this refund.

  Customer Answer

  Date: 01/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18717778 and find that this resolution (a full refund of the entire $487.13) would be satisfactory to me. Then I can begin to contact an experienced company.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
   
  

• Initial Complaint

  Date:11/19/2022

  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 have been under contract with truly Nolan for years they acquired our contract from solutions pest control. Every year we have had active termites that are spreading, they treat every year or more though they continue to spread in our home from room to room. They also reoccur at the original sites. Basically nothing is getting better it gets worse every year. I have talked to them over the last few years and told them they can do whatever they need to do to get rid of the termites. We have had holes drilled in our floor that are unsightly. We have had our drywall cut into that was never repaired. I am currently waiting this year to hear what their plan is, the gentleman was here and inspected? I found two other new spots the next day. He said he is contacting The district manager and I will be happy with what they will do. I still don’t know what that will be he has yet to get back with me. I’ve been frustrated for years and would like to know what to do and what kind of treatment will free my home from termites.

  Business Response

  Date: 11/28/2022

  Our branch manager spoke with Ms. ******** on November 21st.
  He also had a technician scheduled to complete a full service on Monday (the 21st).
  After consulting with the customer, the plan is to have the home angle-drilled
  and treat any other areas necessary to control termite activity.

  
  Our technician started the process on Monday and will finish
  next week after the contractor has completed his work, so we can treat the other side of the
  home. In addition, our branch manager is arranging to personally inspect other
  areas of concern mentioned in the complaint.

  
  Ms. ******** said she was happy with the plan and has our
  branch manager’s direct phone number should she have any additional concerns.

• Initial Complaint

  Date:11/14/2022

  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.

  Hired business for pest control. They said at time of contact they only did outside because of COVID. They said they would come out, spray and then wait and come out again in 4-6 weeks to follow up. They said 1st time would be so much, then the 2nd time would be about 2/3rds the amount and then they would come about every 2-3 months at a consistent fee less than the first 2. After the 2nd time out within a week or so I was infested with crickets so I called and then emailed I was cancelling further treatments. 6 weeks later an agent showed up to do the pest control.. I told her I cancelled the service because of the bugs and the inconsistent price. She left and when I called the office again they said there was a canal elation fee. Never mentioned before. Being 74 & partially disabled I believe I was taken advantage of. I have paid the termination fee of $175.00 and want that fee back as I was misled from the start. It is unconscionable when their treatment didn’t work. They lied about the cost and never mentioned there was a fee to cancel their service. Thank you!

  Business Response

  Date: 11/21/2022

  Our local branch manager has attempted to contact Ms.
  Surloff on four separate occasions to discuss her complaint and offer a
  resolution without success. Without her cooperation, we are unable to find a suitable
  resolution for both parties.

  
  Some background: When Mrs. Surloff sought service from Truly
  Nolen, she signed a contract that clearly states on the front page that there
  is a cancellation fee of $175 during the first year of service. The contract also
  states the dollar amount to start service was $149 ($104 was the cost of the
  initial service along with the first monthly amount of $45.) She was then
  charged $45 per month thereafter, and we serviced the home on a quarterly basis.

  
  Truly Nolen received notice of cancellation on August 8th.
  We made several attempts to contact Ms. Surloff to notify her of and explain
  the cancellation fee. Our last attempt was on September 26th, when someone
  answered the phone but then promptly hung up. Therefore, we were unable to
  leave a message.
  

  Customer service is a hallmark of Truly Nolen and taking
  care of our customers promptly and fairly is always our goal. If Mrs. Surloff
  would contact her local branch manager, Eric at 623/434-3302, we would be happy
  to work with her to resolve this issue.

• Initial Complaint

  Date:08/31/2022

  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.

  I paid for a years service up front. Apparently they decided to do 2 more services without contacting me or asking if I wanted to continue my service. They then charged me and harassed me for months and now sent me to collections. This is fraud and I will never pay them.

  Business Response

  Date: 09/13/2022

  To Whom It May Concern:

  
  Our local branch manager reached out to Mr. ******* to
  discuss and resolve his complaint. After affirming that he contacted the BBB,
  he hung up on our manager.

  
  Some background: Reminder voicemail messages were left on 2/25/22 and 6/1/22
  informing Mr. ******* of each upcoming service. Since the customer did not cancel the scheduled service, our technician completed the service
  and an inspection report was emailed to the address on record for each of these
  services. On June 7th, Truly Nolen made contact with Mr. ******* who
  indicated that he would pay the outstanding balance (for the 2/25 and 6/1
  services) and then cancel the account as he was likely selling the property
  this winter. When no payment was made, we did continue to call to resolve the
  outstanding balance and, ultimately, turned the account over to our collection
  vendor.

  Customer Answer

  Date: 09/19/2022

  They have sent it to collections and have sent me another bill since your last email. I have it if you would like a copy.

  Business Response

  Date: 09/23/2022

  As mentioned in our previous response, Mr. ******* hung up
  on our branch manager when she attempted to resolve this matter. Without his
  cooperation, we are unable to find a compromise acceptable to both parties.
  Collection efforts will continue until the outstanding balance is resolved, or
  we are able to discuss the matter with Mr. *******. He can reach his local
  branch manager, April, at 623/412-7712.

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  Two times now we have scheduled follow-up visits with the local Truly Nolen branch. Both times the "professional" never called or showed up to provide the services. We have paid $240.00 per year over the past 5 years to continue our guarantee but the "professionals" have never showed up for annual inspections or services (boosters is what they call the service) provided by the contract. This year they have increased the amount to $250.00 to cover their expenses, but they have no expenses if they don't show up. I'm retired and can be home during the period they provide. What about the people that work and are not home when the "services" are supposed to be done, are they really sure that they got the service. the first time we were advised the technician was "unable to get out of his community due to a Police investigation. My appointment was from 2-4 pm. this time my appointment was to be between 9 - 11am, and reasoning was the technician has been out sick. If you know your employee is ill, either reschedule with another technician or call the customer. Neither time have we been called, we had to call them. I was told that the location manager or supervisor would call us, no specific time was given but no one has contacted us. Based on these "No Shows" by the professional technicians I think they should pay the $250.00 for the 2022-2023 Period.

  Business Response

  Date: 08/30/2022

  Our
  local branch manager called and left a message for Mr. *********** just prior
  to the BBB complaint being filed. They were able to connect on August 24th when Truly Nolen offered the customer a free renewal year ($250 value) in a
  gesture of goodwill. A letter was sent to the customer confirming this. On
  August 26th, our branch manager called to let him know that the
  letter had been mailed. Mr. *********** agreed to withdraw the complaint once
  the letter was received.

  Customer Answer

  Date: 09/06/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17758560, 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,
  
  
  
  **** ***********