Complaints

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

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Truly Nolen has 11 locations, listed below.

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  Truly Nolen

  12229 SW 53rd St STE 305 Cooper City, FL 33330-3301

• 

  Truly Nolen

  1512 SE Village Green Dr Port Saint Lucie, FL 34952-3412

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  Truly Nolen

  5931 Hallandale Beach Blvd West Park, FL 33023-5245

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  Truly Nolen

  8781 SW 134th St Miami, FL 33176-5930

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  Truly Nolen

  4474 NW 128th St Opa Locka, FL 33054-5126

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:12/17/2024

  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.

  Several months ago, I called Truly ***** to tell them that I had a mouse in my house. They came out, checked out the situation. They said that I had a doggie door and the mouse probably got in that way. I only leave my doggie door open during the day, which I told them that and I didnt think the mouse got in that way so theyve closed all any holes in the outside of my house so anymore mice or rat wouldnt get in but now the mouse is stuck in my house no way out. I dont think he is gonna go back out the doggie door during the day. But then they told me I could get a service from them for $1000 to put traps in the attic and catch them Never caught him. He is still in the house. They will not come out anymore because I have a doggie door, but they didnt have a problem collecting my thousand dollars for the service even after they knew I had a doggie door so I would not do business with them and I will not be renewing my services with them. They couldve told me at that time that the service for $1000 wouldnt do me any good because I have a doggie door.

  Business Response

  Date: 01/03/2025

  The Operations Manager contacted the customer and scheduled a meeting on 12/19/2024.  OM met with ******* and listened to her concerns regarding our rodent service.  Customer believes there is one rodent that is loose in the house.  OM (Operations Manager) told ******* we were going to check the exclusion and inspect the outside.  Inspection on outside results where all exclusion was intact and no new openings.   We inspected inside the area where customer believes the rodent droppings were looking in this area there were no droppings found or signs of activity.  Customer states she has been leaving food out for the rodent at night and the food was gone in the morning.  We looked at the pet door to see if it a possible entry point, based on how the door is made, functions, and location OM did not think it was a possible entry point.  The rodent would have to run across from one side of the house to the other where customer states droppings were located and this route would be in front of the customer and her dogs.
  
  The reason for the complaint according to the customer is we just stopped coming and we kept blaming the pet door.  Operations Manager presented an action plan to resolve her issue with the rodent and resolve the complaint.  ******* stated that is all she wants and if we continue to assist with resolving her issue, she would withdraw the complaint.  The next step I told her is to another smoke test which based on her schedule would be on 12/26/2024.
  
  On 12/26/2024 the inspector, technician, and myself were at the customer's home to do the smoke test.  The smoke test had to be done from the roof because there was no clean out located.  We smoke each vent stack from the roof and there were no signs of smoke in the attic, the house or outside the house from the ground.  We inspected the kitchen area and pulled out the refrigerator and found droppings.  We also found a hole with fur on the opening.  We closed the opening.  We could not pull out the stove it was bolted in.  Behind that wall in the garage the customer had covered a hole with a paint can, we followed that hole to another area in the ** closet where there was another hole with fur.  All three holes were excluded.  Trap checks were scheduled.  Upon my departure ******* expressed again she was happy with the action my team was taking to resolve her issue.
  
  OM followed up with ******* today 1/3/2024.  She told me we must have trapped the rodent inside because the hole we excluded behind the refrigerator the rodent tried chewing its way out and bit into her water line to refrigerator, which has been repaired.  Inspector and technician are going out today to take a look.  

  Customer Answer

  Date: 01/03/2025

   
  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.
  However, the mouse has not been caught yet so I would still like them to work with me until we do catch him. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/03/2024

  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.

  Hired a few months ago for lawn treatment and pesticide treatment. Tech had no clue what he was doing and basically dumped fertilizers unevenly across my lawn and completely killed my lawn within days. Called and emailed to file a complaint. They never reached back out to me and did nothing about it. Totally unprofessional and will not recommend to anyone. Cost me a lot of money and time to get my lawn back into a respectable condition.

  Business Response

  Date: 06/11/2024

  Thank you for providing this information regarding our customer complaint.  ******************** is in receipt of this complaint as of June 11, 2024.  We have given the complaint along with the photos submitted by the customer to the Area Manager and Branch Manager for review.  They will reach out to the customer about his complaint.  We will update this case accordingly and as we have information to provide. 

  Business Response

  Date: 06/12/2024

  The branch manager and area manager have contacted the customer and are visiting the property to determine the lawn issues and decide on next steps to correct the lawn issues and resolve the customer's complaint.

• Initial Complaint

  Date:06/03/2024

  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.

  On appx. 04/08/24 I contacted Truly Nolen Pest Control for Bedbugs. I then signeed a contract with them paying $459.00 up front. The first technician who came was an elderly man. He had me and my cat stay enclosed in a rear room. He did not spray the headboard and footboard and metal sides of the bed.(I had already gotten rid of a box spring and mattress) After purchasing a new bed and box s[pring, I found out I was still being bitten. Again I called Truly. I did NOT want the same person spraying. They did send someone new who actually did a good fob in the living room. Again, I had to call as I am covered on one side (that I sleep on) with welts. Now Truly said the technician has to come from the initial spraying as it is his area. That is unacceptable to me. The man who sprays does not do his job. I am entitled to satisfaction as I paid with good faith. They are not abiding by their contract.

  Business Response

  Date: 06/11/2024

  This is the first receipt of this complaint from the BBB (June 11, 2024).  I have copied this complaint and given to the Area Manager and Branch Manager for this customer.  They will review her account and try to contact her as soon as possible to discuss it and try and resolve her issues.  I will add more information to this case after management has an opportunity to reach the customer and resolve the issues.

  Business Response

  Date: 06/12/2024

  The branch manager has spoken with the customer numerous times recently.  The biggest concern was that the original technician was to not return to the property to do service.  On June 4, 2024, the branch manager called the customer and let her know that he was sending a different technician and that her service was moved up and changed from June 12, 2024 to June 10, 2024 and she was happy about both changes.  After the service, the branch manager spoke with the customer about the new technician's service and she was very happy and wanted the new technician to provide the future services to her home.  We believe the customer's concerns have now been addressed.  If Truly Nolen can do anything else for the customer, please let us know.  Thank you!

• Initial Complaint

  Date:05/07/2024

  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.

  On July 2023 i hired Truly Nolen to deal with Ants coming in through our widow frames. I live in a high rise condo in a gated community on the 5th floor. They suggested i purchase a seasonal package that on top of my original fee they will charge me $50 a month. They came a couple of times in the beginning and it was great, they got the ants under control. After September I have not seen them again. They schedule appointments to come service my apartment but never show up and put in invoices saying they came and sprayed around my home. That is false reports as you can not come on to the property without being announced through the gate and if we dont answer they gdt turned away. They say on their invoice they spray outside my home, how is that possible when i live on the 5th floor. They also stated that we had roaches, when that was never correct. As of now we have no ants, and if we did this would be really horrible that i pay for a seasonal maintenance job and i never see them.I have called the company over 5 times to discuss what is going on and when they put me through to a manager they say they will look into it and never get back to me. I asked if we can cancel the service and they said i need to wait until the year to date ends. as of today I have paid

• Initial Complaint

  Date:12/11/2023

  Type:Product 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 July 2023 I had Truly Nolen tell me i had subteranean termites. They charged me $1249 and promised they would stand by this service for 12 months, if i saw termites i could call and theyd come back. I had been a customer of theirs for many years and scheduling was always easy. I began seeing termites again within a few weeks of their service. They made a change to how you schedule, and the scheduling begain going thru a crappy call center in AZ. no matter what local number you tried to reach, it would only route you to AZ and i could never schedule anything. So now i was out the money but still had termites., I had no choice but to cancel my service, dispute the charge with my bank, and hire someone else to do the same job. Now Truley Nolen has sent me to collections and i want them to stop pursuing what they think i owe them. They never had the decency to return my calls for scheduling, do their job right, or be there for me, but as soon as they think i owe them money they want to get organized and be on top of sending me letters and phone calls. If they had this drive and tenacity they have with collections with servicing their customers instead, i would still be their customer, i would not have termites, and i definitely would not have had to call my credit card.

• Initial Complaint

  Date:08/28/2023

  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.

  A contract was opened at 21 ****** Cres last August for ***********************. *********************** has passed away and a relative has taken possession of the house beginning of June 2023. Now Truly Nolen has come to the house and did a service that wasn't advised to the house owner, now ****. He did not change or advise he is the new house owner. They just put the account in his name without authorizing it. They are trying to charge **** for a service that wasn't canceled as they put. ***** passed away and **** did not obviously have authority over the account. We do not want services from the business and do not want anything in the future. We did not approve of this service as it falls under ***********'s contract, not the new house owner. We want the bill of $184.00 reversed and no future communication *********** or charges from this company.

• Initial Complaint

  Date:05/24/2023

  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.

  On May 18 2023 I had an appointment with Truly Nolen for service for termites. The appointment was for 9 am. The guy showed up at 3:00 pm. He drilled holes in the wall and in *******. I have a flat roof. The first time it rained, 5-23-23,at 10 pm the water poured into my house. I have water damage to ceiling tiles , furniture, tables, walls and carpet. I called Truly Nolen on **** at 8am and told them what happen. They could not get a hold of any supervisor, and was told someone will get back to me . I called again at 2pm, and they still could not get a hold of anyone. I have drill holes in *******. It's about to rain and I'm about to get more damage.. ******* needs to be fixed.

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  I hired Truly Nolen Pest Control on November 11, 2022 to take care of issues that I was having with bed bugs I paid $699 upfront and was told that the next payment of $54 would be taken out of my account within the next 2 months which the payment was taken out of my account on December 6th, 2022. The issue that I have is when they sold me the services they knew that they did not have the product to treat bed bugs I was told by the first technician that they were waiting on a more concentrated product to mix to treat bed bugs this was during my second treatment after I told him that I was being bitten more after the treatment than I was before they came out. When the second technician came out to do the 3rd treatment this was four weeks later from the start of service. I was told that by the technician that if he would have known that the location where he was at did not have the product to treat bed bugs he would have mixed it at his original location and brought it with him. When I spoke to the manager to try and get my money back because I was scammed into purchasing a product that they knew they did not have he thought it was funny and threatened that if I did not allow him to come to my home and reinspect I would not get my money back. When I tried to cancel with customer service they said they would, but I would have to pay $175 to cancel service or she could email the same manager that thought it was funny to see if he wanted to refund me. My issue with the overall service is they would have strung me along for months because according to the technicians they did not know when the right product would be in. I paid for a service that was not available and the sales person and everyone at Truly nolen knew that the product was not available, but took my money and sprayed my house with products that did not work and I believe is causing me to have migraine headaches. This was a breach of contract and a scam. I would like my money back.

• Initial Complaint

  Date:10/24/2022

  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.

  On 5-31-2022 Truly Nolen came to our townhouse to drill holes through the 4th floor deck to treat for a termite infestation next door that had spread to our home. Truley Nolen has the termite contract for our HOA. The technician drilled through the tile and wood decking and did not seal the holes. Torrential rains flooded the 3rd floor with our bedrooms and closets. They returned and plugged with cardboard which failed immediately. The study done by Liberty Extraction paid by us stated work to cost $21,202.52 plus remediation for hidden water damage. They contracted they said with Liberty. To date no repair work has been completed except a plastic covering. We bought and have been running two dehumidifiers day and night these many months with horrendous electric bills. We want it fixed now.