Truly Nolen Pest & Termite Control

We hired Truly Nolan to remove roof rats from our property. The inspector/sales rep they sent over was very helpful, courteous, and knowledgeable. The inspector noticed a section of our overhang roofing that seemed to have a 1” gap running along it. He explained taking care of any existing rats would not be a problem, but we would need exclusion meshing to stop any new rats from getting in. All this made sense, inspired customer confidence, so we signed up.

The technicians that showed up were all very courteous to us, but a common trend was that they would voice their complaints about the company and the other technicians to us. One technician often showed up with a trainee shadowing them. We wondered if this constant presence of new trainees was due to expanding coverage in the valley, or a sign of high turnover. The technician training the new employee often coached them to leave lots of detailed notes, so the next tech would be prepared for the following visit. Then, the tech that showed up in the coming weeks would ask a number of rudimentary questions and explain no one had left much information on our account. Peculiar.

The exclusion mesh was often another topic the technicians complained about. The biggest issue is that they didn’t have any mesh. They would say that the previous technician didn’t indicate that we still needed it, or that the office was out. Ultimately, one of the technicians did show up and said, “I got this!” and held up a package of super fine 00000 steel wool. They packed the gap with sealant, filled it with fluffed up steel wool fibers, and packed in more sealant. It looks peculiar, but I am glad it’s hidden by the overhang of the roof.

Another issue was sanitation. The sales rep explained that once their techs had excluded the roof, they would come back in a few weeks to see if there was any rodent activity. If there wasn’t any activity, they would sanitize the attic. The sales rep noted that sanitation is important, and since the attic is large, cramped, and has lots of nooks and crevices, they use a chemical to fill the attic for sanitation. I am not sure if it’s a gas or a spray or what, but the sales rep explained it is harmless after an hour, but recommended we leave the house for 2 hours to allow it to harmlessly dissipate.

But this never happened. When the technician sealed the attic, they were done and left their equipment here. I contacted Truly Nolan, but didn’t receive a response. A few days ago I received a letter asking if I wanted to renew my contract. I called, and the receptionist was very kind. They noted that a tech indicated that the sanitation had occurred, but “perhaps they made a mistake, or marked off the service for the wrong account.” I also asked what exclusion mesh looks like, and they explained it was often a “thicker, chicken wire-type screen.” They said they could have a manager contact me in 1-2 business days.

To their credit, a manager reached out the next morning, but they lacked the courtesy we had encountered previously They seemed bewildered, defended their record of service, and said they would note that we did not want to renew our contract. They also said that the sanitation is immediate and does not require us to leave the house. This contradicted everything else we were told.

Aside from that representative, everyone at Truly Nolan was kind. People make mistakes, but as a company, I think you shouldn’t be afraid to own part of the problem and work to make things right. Honestly, I think about how they had so much trouble getting exclusion mesh, or the lack of notes. Perhaps, just like the exclusion mesh, the company could not secure the sanitation chemicals they were contracted to use. In looking at all the other reviews for Truly Nolan, you can see they are very careful of their brand name. All these 5 stars reviews make sure to name the technicians, and they are very quick to respond to any reviews below 5 stars. I do wish instead of spending that energy on protecting their image, they invested it in supporting their technicians in the field.

Jesse Valenzuela completed our pest control service today and did an amazing job! He was very communicative, professional, and thorough. It’s always great working with someone who Truly takes pride in their work. Jesse is an All-Star technician!

Jesse has been our technician for a number of years. He is so courteous and knowledgeable. He helps us make the best decisions about the treatment and care of our home. We appreciate all He does and the way he conducts himself. All the techs are good, but Jessie holds a special place.