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:11/17/2023

  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.

  Service provider did not preform duties they were contracted to do. Instead showing up, walking around the house once and leaving with in 5 minutes. The. I called complained, and asked to cancel services going further. The charged me 150 at that time for the cancelation, and is telling me I owe another 150 for canceling the services.

  Business Response

  Date: 12/19/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Dec 18, 2023, 8:48 PM
  subject: Re: Response Required | BBB Complaint ID 20882379
  
  Hi Patrick,
  
  I have attached the Service Agreement and Service Contract Review as you and your wife have requested. As outlined, we offer free in-between services to customers who are still experiencing pest activity or have noticed any missed areas during our regular visits. However, we do not have any notes indicating a request for such a service.
  
  The current balance on the account is $150, which represents the annual commitment discount payback for canceling the agreement prematurely. This policy was reviewed with you at signup and is also outlined in the attached agreement and service contract review. If you have any questions or require further clarification, please feel free to let us know.

  Customer Answer

  Date: 12/19/2023

  Complaint: 20882379
  
  I am rejecting this response because: eco shield pulled 150 from my account end of sept. October time frame. There’s not reason for us to not believe this payment was for this fee. As we stand we still believe eco shield is trying to double charge us, and nothing has been provided to show receipts stating otherwise. We will not accept unless we see all previous statements, charges, and receipts- as well as service dates- because they have not been preformed. We have cameras on our house and I will get recordings of every date someone has stated they have done work. If this is not called back from collections- removed from Patrick’s credit and discharged. I am formally requesting dates of service, document of all payments and charges, and all information you have regarding our property. We believe eco shield is in the wrong and will peruse further if these documents are not provided, as I will provide the lack of services being performed if dates and paper work are served. As well as receipts  because i believe we already paid this fee and eco- shield is double charging for this fee. Eco shield has provided nothing proving other wise. As far as your statement we were told verbally when we signed that there was no cancelation fee and we could cancel at anytime. 
  
  Regards,
  
  Patrick Byers

  Business Response

  Date: 12/27/2023

  Attached is a screenshot of the payments applied to the CC you've added to your account. There was no charge in September, as the last charge was 8/18/23 for the Quarterly Service visit that took place.

• Initial Complaint

  Date:11/07/2023

  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 began receiving bills from EcoShield, but have never used their services. On their bill there was no service date, no account number, no due date, and no explanation of services rendered. They say that they have emailed and texted a couple times, but I have never received any communication from them other than the suspect looking "bill." It did have a threat that if I didn't pay they would send it to collections. Since I have never used their services I thought it was a scam and disregarded it. Today I received a letter from collections trying to collect for this bill. Again, for a service from a company that I have never done business with.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20716457
  
  I am rejecting this response because: the letter that I received has the business name as "Ecoshield Pest Solutions - Denver North"
  
  Sincerely,
  
  Jen Warren

  Customer Answer

  Date: 10/30/2023

  To further add to my refusal of the business's reply that I am out of their service area, I received the attached document today. It lists EcoShield Pest Solutions DENVER LLC as the business attempting to collect. I have attempted to contact the collections agency multiple times, but can only leave a message and no one returns my call. I am hesitant to call EcoShield directly since they don't have a phone number or email for me and I don't want to give them any contact info to bolster their complaint that I actually agreed to their service.

  Business Response

  Date: 12/07/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Dec 6, 2023, 8:14 PM
  subject: Re: Response Required | BBB Complaint ID 20716457
  
  Hi Jen,
  
  Thank you for reaching out with your concerns. I would like to provide you with some details about the visit to your property that occurred on 7/15/23. One of our Route Managers visited the property located at 1253 Lavender Court in Loveland, which falls within our service area. During this visit, our annual quarterly service agreement was presented to you and signed up for. To ensure clarity, we have attached a copy of the Service Agreement for your reference.
  
  Additionally, we wanted to confirm that a copy of the agreement was emailed to the address [email protected]. Our communication regarding services has been conducted through this email address.
  
  If you have any further questions, concerns, or if there's anything specific you would like to discuss, please feel free to reach out.
  

  
  

  Customer Answer

  Date: 12/07/2023

  Complaint: 20716457
  
  I am rejecting this response because: that is not my signature, this is now fraud. I have never seen that document. My husband was camping that weekend and I spent the day away from home with my parents. Please remove any charges from my account and reverse any reports to any credit bureaus.
  
  Regards,
  
  Jen Warren

  Customer Answer

  Date: 12/07/2023

  I just looked a little closer at the "agreement". The phone number and email listed are not mine either.

  Business Response

  Date: 12/15/2023

  Hi Jen,
  
  Before we can proceed with your claim, we require some additional information. Firstly, could you please confirm whether the email address [email protected] is one that you actively use for communication?
  
  Furthermore, we kindly request that you upload a screenshot of your signature as it appears on an official document, such as an ID or a previous invoice. This information is essential for our management team to conduct a thorough review of the incident.
  
  Your cooperation in providing this information is greatly appreciated, as our ultimate goal is to assist you in achieving a proper resolution. If you have any questions or concerns, please feel free to reach out. We are here to support you.

  Customer Answer

  Date: 12/15/2023

  Complaint: 20716457
  
  I am rejecting this response because: this has not been resolved yet, and I don't want to accept before they complaint is fully resolved.

  That email address is not mine, the phone number listed on the service agreement isn't mine either. I have attached a pic of my ID/signature. If you can tell me what time this supposed service was done I might have receipts proving I wasn't home.

  
  Regards,
  
  Jen Warren

  Business Response

  Date: 12/20/2023

  Hi Jen,

  
  Thank you for your patience and cooperation throughout the resolution process. We have credited the $319 balance as per our agreement. Please allow 10-15 business days for the 3rd party agency to update their records accordingly. There are no additional charges, and your account is now closed.
  

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Jen Warren

• Initial Complaint

  Date:10/31/2023

  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.

  Signed up for service on or around August 21, 2023. First service was only half done and was provided a $50 credit on next service with Gianfranco in Colorado - salesperson. Next service was performed on or around Sept 28. My bill did not reflect the credit. They were notified it was incorrect multiple times: 1. Oct 1 at 11:01 AM MT - email reply to original invoice 2. Oct 13 at 9:36 AM MT - remail reply to your "reminder" my bill was due, indicating you had not replied to my Oct 1 email OR correctly billed me 3. Friday, Oct 13 at 9:02 AM via test - reply to text bill reminder 4. Oct 28 via email 5. Oct 29 via text to Gianfranco, again on Oct 30 6. Verbally to Jordon on Oct 27 7. Via Text on Oct 27 8. Via email on Oct 27 9. Oct 28 via text As well as multiple other times. I know they actively check text and emails as I have gotten replies on service reminders. They are choosing to ignore me and try to bully me into overpaying. I have tried to contact their CFO and CEO, no response. There is no way to reach a local office, and calling them to ask for an escalation does nothing. I have repeatedly told them that 1-They are no longer authorized to contact me in any way except writing, yet they continually call at least once, if not twice a day. I have told them I want details, in writing, how to cancel my service. They do not respond. I have also told them they are not authorized to perform any further work at my home.

  Business Response

  Date: 12/01/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Nov 30, 2023, 9:37 PM
  subject: Re: Response Required | BBB Complaint ID 20805138
  
  Hi Clay,
  This complaint was handled with the consumer directly. I apologize for not updating the BBB with this. Here is the response we sent Dana on 11/6/23.
  
  Good afternoon Mrs. Van Eperen,
  
  This is Sara, the Director of Customer Care at Ecoshield. Just wanted to write you to confirm that all of your past due balances with the company have been waived as an Act of Good Faith. I apologize for any frustration or inconvenience you encountered previous to being provided a resolution to your problems. As stated on our call, if you'd ever like to give us another shot, I'd be happy to welcome you back with a complimentary initial service in order to re-instill your trust in what I know could be a much better customer experience than what you had this time. Thank you for your patience / understanding, and for helping me get this resolved for you.

• Initial Complaint

  Date:10/05/2023

  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 unknowingly entered into contract for pest control services effective 7/18/23. The ecoshield sales person said that a one time service that is usually $389 a treatment had a $200 discount for $189. I told the gentleman that I cannot get locked into a service contract and he told me I can cancel at anytime. I need to cancel the service because like I told ecoshield sales rep I need to travel and stay in Virginia Beach for several months. I feel the ecoshield sales rep was deceitful and was not totally truthful about the contract. I also was never given a hard copy of the contract and signed the sales rep iPad which I could barely see. My services should be cancelled and no cancellation charge applied due to ecoshield bad business practices. There is nowhere in the contract that specifically states how many service treatments are required. I consider this fraud against the consumer.

  Business Response

  Date: 10/29/2023

  Attached, you'll find a screenshot confirming the successful delivery of your signed subscription plan to your email. As part of our stringent two-step verification process, we also sent you the following text message, to which you responded "yes." These steps were essential for confirming your understanding and agreement with the outlined procedures. Subsequently, based on this confirmation, we proceeded with the initial visit.
  
  At EcoShield, customer satisfaction is our unwavering priority. We take great care in ensuring that all processes are followed correctly and that our customers have complete clarity regarding our services. We understand your concerns, but we wanted to emphasize that all the necessary procedures were meticulously adhered to, and there were no instances of fraudulent activities.
  
  If you have any further questions or need additional information, please don't hesitate to get in touch. We are committed to addressing your concerns and providing any assistance you may require.

  Customer Answer

  Date: 10/30/2023

  Complaint: 20697980
  
  I am rejecting this response because:
  
  Regards,
  
  Debra Bryant

  Customer Answer

  Date: 10/31/2023

  ECOshield billing department called me this morning and told them I will be disputing the $200 cancellation fee and taking this to small claims court. I requested  ECOshield contact/address/phone from the billing supervisor that will be needed for small claims court case.

  Then I explained to the billing agent and supervisor why i will be disputing this charge - 

  After telling the Ecoshield sales person I did not want to enter into any contracts, I unknowingly entered into contract for pest control services effective 7/18/23 by and he did not tell me that there will be a $200 cancellation fee.

  When I signed the ECOshield sales person's IPAD that had the contract, I was under the impression that it was just an authorization to perform the treatment. I was unable to read what was on the IPAD because of poor visibility due to the sun light.

  The ecoshield sales person said that a one time service that is usually $389 a treatment had a $200 discount for $189.

  I told the gentleman that I cannot get locked into a service contract and he told me I can cancel at anytime (without discussing the $200 cancellation fee). I need to cancel the service because like I told ecoshield sales rep I need to travel and stay in Virginia Beach for several months. I feel the ecoshield sales rep was deceitful and was not totally truthful about the contract. 

  UPDATE:

  After our discussion, ECOshield billing supervisor told me they will be cancelling the invoice of $200 and closing my account. 

  Waiting for verification from ECOshield that the invoice has been cancelled and my account has been closed

   

• Initial Complaint

  Date:09/25/2023

  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.

  This is really just a complaint to let others know... Buyer beware with Eco Shield. In May 2023, a solicitor talked to us and provided a good sell on using the Eco Shield service for pest control. It's a service so we expected if we didn't like the service we could quit. Well... not so fast. Upon complaining because we continued to have significant ant & wasp issues, they informed us we needed to complain 3 times. They did come back and spent 10-15 minutes doing pest things... but later we noticed the pests were still around. This happened 3 times. There agreement states if we approve what they've done, then it's not their problem. So they ask... after doing their pest thing... is everything now ok? Well... how do I know, lets wait a few days! Upon the last time complaining they wanted us to give them one more chance we said no... So we then received a $150 cancellation fee. I have no doubt they did exactly what they said they'd do based on the agreement, so make sure you get your attorney involved to read their agreement!! Worst company I've ever dealt with as they seem to hide behind their agreement! Buyer beware! We do have comparison companies. With a couple of houses in Arizona we have other Pest control companies that charge 1/2 the price, are extremely reliable, and actually solve pest issues!

  Business Response

  Date: 10/04/2023

  Hi Lori,
  
  We apologize for the apparent misunderstanding regarding our services and pest coverage outlined in the Service Agreement. To provide clarity and for reference purposes with the BBB, we have attached copies of both the Service Agreement and the "Welcome to the Family" email. As stated, Carpenter ants and Wasps are not covered under our General Pest Services.
  
  When you informed us of continued ant activity, we promptly scheduled a free inspection. During this inspection, we identified Carpenter ants and Wasp nests in the eaves of your property. While our free in-between touch-up visits are available to address pests covered, they are not effective towards pests outside the coverage list that require specific products and procedures.

  We value your satisfaction and aim to address your concerns effectively. If you have any further questions or need additional information, please don't hesitate to reach out.

  Customer Answer

  Date: 10/05/2023

  When the salesman was giving me the hard sell, he said that EcoPest would COVER wasps. 
  while we did have some carpenter ants, we ALSO continued to have other ants on our back patios. 
  Their response to the wasps were to hang two wasp traps in the front of the house. The traps were the kind that I can buy at the hardware store myself. 
  This company is a SCAM!

• Initial Complaint

  Date:08/10/2023

  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.

  Initial contact was July 11th 2023, with Michah R., the first treatment was july 14th. $159.00 was taken out of my account on july 17th 2023. Michah says the 159.00 will be a quarterly charge. , he then stated they will have to come back for the egg treatment about 30 to 45 days later, I ask him if that was included in the 1st quarter amount , he state yes it was . So with that I committed to the 1 year of service at 159.00 per quarter. jumping to today, Aug,9th, a young man comes to the gate ready to complete the egg treatment , before he came in I ask him if this was going to cost anything, he said yes it was going to be 159.00 dollars, I immediately refused the egg treatment. Michah, identified himself as the route manager a was authorized to quote the prices. including the egg treatment to be included as part of the 159.00, I called the 720 number when they called my cell number and the customer service noted that they were in the philipines, i asked to be transferred to fredrick co. . When I spoke to the office in fredrick colorado, and explained what was going on , she stated that all guarantees were null and void but i would still have to pay the quarterly service fees. the woman in fredrick offered no resolve. even after I told her that the route manager lied in order to get me to commit.

  Business Response

  Date: 08/15/2023

  Hi Darrell,

  Thank you for taking the time to provide us with your feedback regarding your recent experience. We sincerely apologize for any confusion that may have arisen regarding the pricing of the egg cycle visit.
  
  Upon reviewing your account, we found that the Service Agreement, which you reviewed, signed, and received via email, clearly outlines the billing for the egg cycle visit. We understand the importance of transparency and ensuring that our customers have a clear understanding of our services and pricing.
  
  In our effort to provide clarity and prevent any unexpected surprises, we also send out a "Welcome to the Family" text that succinctly outlines the treatments and the upcoming egg cycle visit. Our aim is to provide you with all the necessary information upfront, so you can make informed decisions about the services you receive.

• Initial Complaint

  Date:08/01/2023

  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.

  High pressure and deceptive sales practices. In May/June 2023, I switched from another pest control company when the EcoShield salesperson, Francisco, promised to take care of our mosquito problem. He also offered a discount to take over the services for spiders and other pests, such as midges and mice. I had no spiders or wasps before EcoShield started their services. Now I have a spider, wasp, mosquito (worse since EcoShield started treating) and midges problem. EcoShield never provided any services for mouse control. The mice box from the original company is still in our yard. EcoShield did not hold to their own contract by failing to provide pest control services. I expressly informed them today that they do not have permission to charge my credit card and I canceled my account. They assigned is a $200 cancelation fee on my account. I would like assistance to remove the $200 cancelation fee from my account. Several other neighbors have expressed the same complaints (pest control services not working). Thank you!

  Business Response

  Date: 08/04/2023

  Hi Caroline,
  
  Thank you for reaching out to us regarding the ongoing pest issues you're facing. We apologize for any inconvenience and frustration caused by the persistent pest activity.
  
  We want to assure you that our commitment to customer satisfaction remains a top priority. As part of our service, we offer free touch-up visits to address any pest concerns and ensure your home remains pest-free. We would be more than happy to schedule a free touch-up visit to focus on resolving the specific pest issues you are experiencing. However, we must also address the annual commitment discount payback of $200. As outlined in the Service Agreement, canceling the agreement prematurely triggers this payback requirement. While we understand your decision to cancel, we are unable to waive this fee.
  
  Please know that our offer for the free touch-up visit still stands, and we are dedicated to providing effective pest control solutions. We want to work with you to address the pest issues and ensure your satisfaction. If you decide to proceed with the free touch-up visit, please let us know a convenient date and time for the appointment. We are here to assist you and resolve any pest-related concerns you may have.

  Customer Answer

  Date: 08/06/2023

  Complaint: 20408248
  
  I am rejecting this response because:
  Your product does not work. Therefore, extra services with a faulty product will not work. There are multiple people in my neighborhood that have the exact same complaint and they too were forced to switch services. EcoShield broke their end of the contact by using a faulty product. They should pay me for breaking the contract.
  Regards,
  
  Caroline Bell

  Business Response

  Date: 08/09/2023

  
  Hi Caroline,
  
  We understand and respect your decision to discontinue our services. We want to assure you that our primary goal is to ensure our customers' satisfaction, and we apologize if your experience did not meet your expectations.
  
  In light of your decision, we would like to make the process as smooth as possible for you. We understand that the annual commitment discount payback of $200 has been a concern, and we want to alleviate any additional frustration on your end. Therefore, we have made the decision to waive this payback fee in order to ensure that your experience with Ecoshield is as positive as possible.
  
  With this adjustment, your account is now closed, and there are no further charges to be expected.

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  please email to me a confirmation that my account has been closed with a zero balance. I appreciate your attention to this matter and it will be closed upon receipt of confirmation of the closed account with zero balance. Thank you!
  
  Regards,
  
  Caroline Bell

• Initial Complaint

  Date:05/25/2023

  Type:Sales and Advertising 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.

  We were aproached by David on a weekend soliciting work. At the time we were both sick. Not knowing better Harry agreed and signed for monthly service. We exercised the 3 day right to rescind through an email and a phone call. This company was mis-leading, the guy who came out had been with the company for 3 days and I had to instruct him where to spray. Tyler from the same company then came out and with follow ups from two other pest control companies I found out they had over stated what needed to be done. The cost quoted was over $2,000 for treatment of voles and this was in addition to their quarterly services. I declined this offer as well as notified them through email. I asked the charges of $189.00 be reversed with no correspondence. We were charged the $189.00 See charge on May 5, 2023

  Business Response

  Date: 05/31/2023

  Hi Jeanne and Harry,

  Thank you for bringing this to our attention. We apologize for any misunderstanding and inconvenience you experienced with our company. We've attached the Quarterly Subscription plan you signed up for the BBB's reference. We would be happy to close the account and waive the $200 due to your 3-day right notice, but we wouldn't be able to refund the initial visit as services were performed and completed. 

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. We are not happy with this company and there method of doing business.  We are senior citizens and were pressured into signing and then pressured into having a partial part done on the same day.  I continued to get texts and emails until I mentioned this was now considered harassment.  We have no choice but to accept this resolution but we will make it known to as many as possible the poor business practices of this company.
  
  Regards,
  
  Harry And Jeanne Adams

• Initial Complaint

  Date:03/22/2023

  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.

  On July 9, 2022, I electronically signed an agreement from a door to door salesman to have my home treated outdoors for pests for a fee of $159. I understood this contract to cover one year for this $159. I was not informed that this fee would be charged every 3 months for this service treatment of 4 times a year. I did not receive any paperwork at that time. I feel I was not informed correctly and, upon trying to cancel, was informed that I could not do that and they would charge my credit card a fee that amounted to the remainder due. I am in my 80's and feel I was taken advantage of by this company.

  Business Response

  Date: 03/24/2023

  Hi *****,

   

  The Service Agreement that was reviewed with you at signup shows the consumer they are signing up for a annual subscription service. We want to sincerely apologize if you feel taken advantage of, it is not our intent. We attached copies of both documents that were reviewed. We do not wish to cause any further frustration to you, so we went ahead and waived the $159 for canceling the agreement prematurely. There are no other charges and the account is closed. Please let us know if you have any other questions.

• Initial Complaint

  Date:12/16/2022

  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.

  My housemate and I were excited to use Eco Shield for pest control, especially because they were going to perform spot checks as needed in the finished basement. My housemate and I are shift workers. We work strange hours and need to be sleep at specific times etc. The first time they came around 3pm my housemate was gone from the house but she wanted them to spray her area (the basement). I was on my way to bed when they appeared. When I received the text for the next appointment that stated they'd show up around 3pm I called to reschedule the appointment. I need to be in bed by 3 because I work overnights. My housemate works at 4pm and leaves home by 2:30pm. Again they arrive at 3pm after I requested they arrive before 2. I call the office several times to make this request. We paid for each service they performed. My request is never honored because "other homes in our area are grouped together for service". I speak to a supervisor, Jester who assures me that he will take care of my scheduling personally to ensure that someone arrives during the appropriate hours AND that they finally spray the basement, which is part of the package we are paying for but has yet to be done. Now after requesting that the service be cancelled I get a bill for $130 which is to fulfil the rest of the contract term. A contract goes both ways. I agree to pay, but you must fulfill the appropriate services. We never got service as requested. 3 times we requested to have the basement sprayed and it never happened. Jester never took care of the scheduling conflict. Just recently I received a text saying they would yet again be arriving after 3pm. I am not obligated to pay this bill. We paid for the services previously rendered. And now we are done due to the lack of consideration we have been given concerning the appointments times. Attached is some of the communication between myself and the but the rest they have recording of .

  Business Response

  Date: 12/21/2022

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with the scheduling of our pest control services and for any lack of communication on our part. It is our policy to accommodate the scheduling preferences of our customers to the best of our ability, and we apologize if this has not been the case in your situation.

  
  We take all customer feedback seriously and will use your comments to review and improve our scheduling processes and communication with customers. We will also investigate the specific concerns you have raised about the failure to spray the basement and work to address them as soon as possible.

  
  In regards to the billing for the remainder of the contract term, we understand your request to have it waived due to the perceived lack of satisfactory service. We will waive this fee as a gesture of goodwill and apologize for any difficulty this matter may have caused.
  

  Please do not hesitate to reach out to us if you have any further questions or concerns.

   

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****