Complaints

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:06/21/2023

  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 entered into an agreement for service based on the professionalism of one of their representatives (manager) at my front door late 2022. I asked him if I could cancel at any time, and at no charge. He said yes. Now when I need help his cellphone has been disconnected. All contact with this company is done through a call center in ***************, it is very difficult to talk with anyone local representing this company.In May 2023 my home received its monthly treatment plan. My wife said the technician was done in less than ten minutes. I reviewed his work and found his performance to be unacceptable based on the amount this company is charging. None of the outer walls were sprayed, none of the bug traps in the garage were change, and he did not clean off cobwebs anywhere. I called EcoShield the following day and requested that their call center transfer me to a local contact. The local customer service person said that I would get a retreatment at no charge. However, the following week was already booked with appointments. He said he would call me at the end of that week to schedule my retreatment for the following week. He never called. I called (the call center again) was transferred to local customer service and I asked to speak with a manager. I had to leave a message for a manager to call me. Nothing, no person ever called me to this day. I called the call center today (6/21/23) and said I wanted to cancel my account. They said I would have to pay a $200 cancelation fee. I said I was canceling because of Ecos poor performance; we would not be having this conversation if they just called me for a retreatment. I performed based on the our agreement, they did not. I do not think it is fair, and I will not pay $200 based on I was not the problem. Again, he asked if I would pay the $200. I said no, and he said he would be sending my contact information to collections. I just want to cancel, not pay $200, and walk away.

  

  Business Response

  Date: 06/26/2023

  Hi *****,

  We appreciate you taking the time to share your feedback with us. Your satisfaction is important to us, and we apologize for any inconvenience or delay in addressing your concerns.
  
  During our conversation on 5/9/23, when our team offered a free touchup, we understand that you declined the offer. We regret that we were unable to provide a satisfactory resolution to your concern within a reasonable timeframe. This does not align with our commitment to delivering timely and effective solutions to our customers.
  
  To rectify the situation, we will be waiving the balance on your account for canceling prematurely. We want to ensure that you are not burdened with any additional charges, and we apologize for any inconvenience caused by the cancellation process.
  
  Please rest assured that there are no other charges associated with your account, and it has been closed as per your request.
  

  Customer Answer

  Date: 06/29/2023

  
  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:06/08/2023

  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.

  Beyond irritated with the lack of professionalism and communication from this company. Terrible service! We originally hired them to assist with scorpions in our home. 3 sprays services later we are still finding scorpions inside! They only sprayed the inside the first service, and all of the following services have only sprayed the outside (which takes them only 5 mins to spray an acre outside?). Poorly done and not fixing our scorpion issue. Whenever we call them, they tell us the local office is closed and not answering so they will follow up and call us back, to which we never get a call. Spray guys randomly show up unannounced and we cant get a straight answer over the phone so we decided to cancel. My husband is the account holder, to which I was added as an authorized party to handle the account on his behalf. Every single time we call they have to re-authorize me, and this last call we were told they could help with a cancellation, would get him in the line to re-authorize me, and then transfer the call to another department. 3 times we did this stating they could cancel it and then we got to the right department and they refused to cancel our membership stating that we signed a 24 month contract (which we did not and could not provide proof), and that they cant cancel it. Then advised it would be a $200 cancellation fee after telling me they couldnt? Completely misleading and extremely irritating to be transferred around and having to be re-authorized each time. All we want is to just cancel this freakin membership and stop being charged for services that arent working and for how horrible our experience has been!!

  

  Business Response

  Date: 06/20/2023

  ***** and *******,

  This is ***** with the complaints team for Ecoshield Pest Solutions. I want to apologize for your experience. I replied directly to your complaint on ******* so I won't repeat myself from what I said there. I just wanted to communicate that I have waived the cancellation fee. As of today, 6/12, your account is closed and there are no fees due. If there is anything else I can help you with, please contact me back here directly.

   

  Thank you,*********************

• Initial Complaint

  Date:02/17/2023

  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 signed up for pest control service from this company for my mother's house outside of Phoenix. I paid a large up-front cost and then they continually scheduled maintenance visits that they would automatically charge me for. Their services did not work and the pest problem at my mother's house continued to accumulate. We decided to cancel this service and work with another company. When I cancelled, they told me I would have to pay a $200 cancellation penalty. I have refused to pay it because I have already given them several thousand dollars that did nothing to help the problem. They are now badgering me for this payment and I don't feel it is appropriate considering how badly their products failed.

  

  Business Response

  Date: 03/06/2023

  Hi ***,

   

  Thank you for your feedback. When we spoke on the phone on 1/3/23 your concern was the price of the services and not that you were still having pest activity. We wanted to get clarification on what concern you are having, as we want to make sure you are getting taken care of. Please let us know what pest you are still having problems with. As for the amount of money you have paid, $1128 was for a separate additional termite service. Your General pest bi-monthly visits cost $179 per visit.

  Customer Answer

  Date: 03/13/2023

  When I spoke with them I indicated that the cost was expensive AND the service was not working, as the termites were continuing to eat my Mom's house with no evidence that any of the treatments were working. Therefore, I indicated that I would like to cancel and try another approach or another company. Since then I have been getting harassing calls, emails and texts about paying a $200 cancellation fee after I have already paid hundreds of dollars for a service that did not work. They have gotten plenty of money from me, I would like them to consider the matter closed and stop harassing me about paying a $200 fee that I did not know would apply. 

  

  Business Response

  Date: 03/16/2023

  Hi ***,

   

  While we would have been happy to resolve pest issues you were still having, we will honor your request of canceling the agreement prematurely. We do not want any further frustration to you. The $200 initial discount chargeback has been waived, there are no other charges and the account is closed. 

  Customer Answer

  Date: 03/21/2023

  
  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:01/03/2023

  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.

  The main issue is they will charge for services I did not agree to or okay before completed because they have you sign a contact up front promising you that you are required to give them a checking account or debit account to automatically debit funds. I tried to cancel and they have people calling from other countries bullying you over the phone. When I told them I could not pay and did not want services any longer I was told that I had to pay 200$ to end my contract or pay $160 3 more times for services. They sent me emails stating that they tried contacting me but havent gotten ahold of me which is untrue. Im sorry I do t remember the exact date, but I spoke to someone on the phone who did say my conversation was being recorded. That phone call had me in tears and it should reflect their unethical tactics. They have you sign their cell phone to start services. They would show up when they wanted to without my confirmation and then charge me for that service. There has never been any way to confirm they actually came and because I wasnt home they still sprayed the outside and debited my account. I feel helpless and just want them to stop harassing me to pay them $200 to stop services.

  

  Business Response

  Date: 01/12/2023

  Hi ****,

   

  Thank you for providing us with your feedback, we apologize for any frustration this may have caused. Due to your experience, we went ahead and waived the $200 balance on the account. There are no other charges and the account is closed. Please let us know if there is anything else we can do to assist you.

• Initial Complaint

  Date:11/23/2022

  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.

  Per the door knocker selling their product and conversation about our pets (dogs and lizards) we were adamant about the treatment needed. This was apparently not added to our contract. On the last visit from their tech, granules were put down in our backyard. We have rock landscaping and have not had this treatment from their first visit. Also the tech left the gate open letting our dogs free into the neighborhood. Our ******* was sick for a week. I had immediately emailed them and continued to do so for a month. Now they want me to pay $150 (my monthly service fee) as an early cancellation fee. They are in breach of the oral contract from their door to door sales(kid). Their lack of knowledge and communication while making a contract contradicting what my wife and I expressly said were our concerns were ignored. I also inquired about the indoor treatment and was told by the service manager ****** that was by request *** to covid yet the first two visits they entered our home without issue or concern. I feel manipulated and also feeling taken advantage of for them wanting me to pay money for their breach of contract while they refuse to admit any wrong doing. They made it ******* it is my fault for what they have done.

  

  Business Response

  Date: 12/07/2022

  Hello, 
  
  Thank you for reaching out to us with your feedback. We want to sincerely apologize about your dog getting sick and the service not being 5-star worthy. After reviewing your account notes, we noticed you had fees offered to be deducted and touch up's were offered. All of which were declined. Due to your pet getting sick, we have gone ahead and waived the fee on the account. As of now, your account is completely shut down and the balance on the account is $0.00. If there is anything else we can do, please reach out. Thank you.  

• Initial Complaint

  Date:11/14/2022

  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.

  Ecoshield came to our home telling us about there pest control services asked if we curently had pest control provider? We told them we did they went on describing what there service intitled and how much they provide like brushing all conwebs from the eves of home patios corners of home and how well they stay inside and outside entire property and if we would give them a chance to do our pest control and went on to say that if we were not happy with there service could stop at any time and there is no signing any contract agreements my fience was present during this conversation with there rep and my fience expressed how we will not want any contract agreements with pest control and will not sign any agreement for service and will give them a try and if not happy we will cancel any service with them . So they asked us to sign his tablet just giving them authorization to spray our home and that is what it said on tablet just giving then permission to spray they spryed the first time seen him brush cobwebs there was two techs the other had a backpack sprayer that he used to sray around my home and they wete paid for ***** service the next time one tech showed up sprayed the outside so fast never brushed any conwebs as agreed upon and was in and out so fast and we complained about this service and got a run around about rescheduling we decided to cancel the pest spraying with them . They have been trying to say we owe them 150 to cancel our 24 month contract we have with them we never signed no contract and i looked at our security system survailence cameras that happen to record there reps entire meeting with us so if they keep harasing us with this bogus contract they say we signed never did never seen we will seek other avenues with them not recomended!

  

  Business Response

  Date: 12/20/2022

  Copy of email sent on 12/12/22 

   

  Hello *****! This is ****, ************* Supervisor.
  This is the written confirmation for the adjustments on your account:
  1. Your service agreement has been change to 12 months 
  2. You will receive 5 more appointments for $90 each, if you need additional coupons you may call
  3. $15 additional coupon has been applied for the next appointment, so that one will be $75 only
  4. Your next appointment will be schedule soon but we are still looking for availability, please wait for the reminders.
  If you have any other question, let me know!
  ************ opt 5
  ************
  ************* Supervisor 
  Thank you!
  Status: delivered, Opens: 2, Clicks: 0
  Sent to: *******************

• Initial Complaint

  Date:11/09/2022

  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.

  A Technician arrived, unannounced and unscheduled, at our business property for ******* Services but demanded payment upfront. The Technician was not sure what the pricing was for these services and the dollar amount kept on rising. The Technician was rejected due to lack of information and inconsistencies. Upon multiple calls to the **************** at Eco ********************** they did confirm a ******* Technician was scheduled that day, but no pricing could be provided by any team member. The **************** Team were very unprofessional, gave me the run around and they could not answer any of my questions or concerns. I requested a Manager at EcoShield to give me a call back but that never occurred. Upon the request of the owners at my company all services were to be canceled with EcoShield. Apparently EcoShield somehow has a name on the file that was never an employee, staff member or Manager at my company so therefore EcoShield refuses to close the account unless this unknown individual calls them to verbally cancel the contract.

  

  Business Response

  Date: 01/03/2023

  Hi *******, the account associated with this address has been closed as of 11/28/22. If you have any other questions, feel free to reach out to us at ************.
  

  
  

• Initial Complaint

  Date:11/08/2022

  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.

  EcoShield came to our door and offered us a service. We verified with the gentleman that they did SATURDAY service as we work during the week and cannot be home during the week for them to spray. We were again assured that **************** was available. The first application we noticed they did not cover the whole perimeter of our backyard and were in and out pretty quick. The second service we had to point out to them to cover the whole perimeter. They didn't want to spray around the pool but that is where a lot of bugs are. They came during the week for the third service of which we had called and told them we needed ****************. We were informed at that time that they no longer offered ****************. No one bothered telling us this in advance. Now we are getting calls and emails constantly demanding their cancellation fee. I didn't cancel or breach the contract but they did by not offering Saturday and not notifying clients of business operation hours changes. We are really tired of being harassed as we were not the ones to breach contract.

  

  Business Response

  Date: 12/16/2022

  Thank you for bringing this issue to our attention. We apologize for any inconvenience or frustration you have experienced with our services. We take customer feedback seriously and are committed to providing high-quality service. We will review our policies and procedures to ensure that our customers are adequately informed of any changes to our business hours or services. We apologize for any calls or emails you have received regarding the cancellation fee, due to your experience, we went ahead and waived the $200 balance from your account. There are no other charges and the account is closed.  Please don't hesitate to reach out to us if you have any more questions or concerns.

• Initial Complaint

  Date:11/04/2022

  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.

  Account number ******* Date of service - 5/25/22 and 6/27/22 ************ was $149 and paid A salesman came to my home soliciting his services. My boyfriend and I spoke with him for a few minutes asking several questions. I agreed to try the services on the condition that I could cancel at anytime without a penalty. He reassured me that this was the case so I paid and agreed to the service. I paid the agreed amount for the services which was $149 for each visit. When it came time for my third visit I decided to cancel. On 9/20/22 I decided to cancel the service. On 9/23/22 I was sent a $200 bill. And since this date I have received harassing emails, text and calls about the $200 bill claiming I need to pay for a cancelation fee. The cancelation fee was never part of the salesman pitch to me and the salesman reassured me that there was no cancelation fee. My boyfriend and I made it very clear we did not want to agree to a service that we would have to pay to cancel. There was never a contract presented to me. The salesman had me pay and sign on a cell phone, I was under the impression I was signing for the credit card authorization. Please investigating the procedures of your salesman and drop this charge. I did not receive $200 worth of service. I would like the company to

  

  Business Response

  Date: 12/21/2022

  Hi *******, It looks like you spoke with one of our managers on Friday about the contracts. I forwarded you the contracts that you signed with the sales rep that goes over the breakdown of services and the billing cycle. At the bottom of the contract on both forms, it does state if you cancel prematurely, you are responsible for the annual commitment discount payback, which for your account is $200. I want to educate the guidelines quickly because unfortunately, the sales rep telling you there was no fee is not true. You have 3 days after your initial appointment to cancel with no fees. After those three days, you will be responsible for the annual commitment discount payback fee. Due to you being misled and being told you wouldn't have to pay, I will honor the word of your rep and waive the fee on your account. As of now, your account is closed and there are no fees due. Please contact us directly if there is anything else I can do for you. Thank you!

• Initial Complaint

  Date:10/16/2022

  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.

  I met with an Ecoshield Representative (*****************) , walked the perimeter and interior of my home, where he pointed out areas that pest could enter my home, He provided a quote of $2,100.00 for a complete exclusion service - which 100% seals all access to pest from my home. The service was partially completed (40% complete) in late July and a $2100 fee was paid on July 27th.Ecoshield has not completed the service which has been paid in full since 7/27 (now mid October) and removed a piece of rubber from my garage door which hasnt been replaced and now I my home is more accesible to pests/snakes than it was prior to the incomplete service. On top of that 40-50% of the areas they were supposed to seal still have not been touched.At this time I want a refund or the agreed upon scope of work completed ASAP.I look forward to hearing back from you regarding this matter.Thank You,************************* ************** ************************

  

  Business Response

  Date: 10/20/2022

  Hi ****,

   

  We want to sincerely apologize for the time it has taken to get this resolved. We currently have an appointment for the exclusion follow up on 10/28/22. It looks like we spoke to you on 10/14/22 to get this resolved.