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:12/06/2023

  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.

  In August,a salesman came to my door with a very discounted price from $400 to $250 to spray outside and garage for pests. I agreed and he led me through the signing agreement and I paid. Their contract is confusing, they make it seem like a discount, not a cancelation fee. After I paid, he informed me it was a recurring service. I told him he should have told me that from the beginning and to cancel it. He said I could cancel anytime, so the service was performed that day and I was charged. A month later, I got an email saying the next service date was coming. I let them do the service but communication with them was lacking. When I sent them a message, I would sometimes get a reply and others no reply at all. I decided to cancel and had to call them, after getting transferred to multiple people, I finally spoke to someone about canceling. They use a script and do everything in their power to not allow you to cancel. I was convinced to take a lower rate for my service and at the time I kept the service, as I just paid for the ****************** I asked for an updated contract and kept getting the wrong one sent to me with incorrect pricing. This company seems untrustworthy and does not care about the customer until you want to cancel. When you request information, its not correct. In December, I was messaged about my upcoming service and it was not the price agreed upon and when I asked about the discount rate they still did not provide the agreed upon rate so I decided to cancel again and I had to call to talk to their customer support team who just kept reading off a script and repeating the information they already told me. The rep told me there would be a cancellation fee, which I said wasnt clear from my initial rep and was confusing because it was made to seem like a discount. She said it was in the agreement I signed, I told her the salesperson didnt make it clear form the beginning that this was a contract and if I canceled, I would need to pay the fee

  Business Response

  Date: 12/08/2023

  BBB,

  This consumer is from ****** **, we only service the ******* ******* area. Please remove this from our page as this is not our customer. 

• Initial Complaint

  Date:11/29/2023

  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.

  60 days ago I agreed to $159 for annual service. 11/28/2023 they charged my card another $159 and now want $150 to close the account. This is not what I was sold or agreed to. I never authorized the charge on my credit card.

  Business Response

  Date: 12/08/2023

  Hi ******,

  Our records show that after reviewing the service agreement with you and signing up we emailed you a copy for your reference. Have you had a chance to review the agreement recently? 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20931891
  
  I am rejecting this response because: I was verbally promised that this was a once a year charge by an extremely pushy salesman. This is a bait and switch from what I was told. At least you should allow me to cancel any further business without charge. At best you should honor what your sales guy promised. 

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/15/2023

  
  Hi ******,
  
  I appreciate you reaching out with your concerns. I want to assure you that the details of the terms and services have remained consistent since we initially emailed you a copy of the Bi-monthly agreement for your review. There have been no alterations or changes to the price, terms, or length of our services.
  
  Our primary goal is to prioritize customer satisfaction, and in line with this commitment, we have decided to waive the $150 annual commitment discount payback as a gesture of goodwill towards you. There are no additional charges associated with your account, and it has been successfully closed.

  Customer Answer

  Date: 12/16/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2023

  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.

  I had a representative from ECO Shield approach me about switching from the current ******************** that I had when I purchased the home 2 years ago to ECO SHIELD. Being a new homeowner, I was looking at just switching companies and not purchasing a new baiting system as the baiting system I currently had was just put in. I wasn't told that they would be installing a new baiting system right by the old baiting system that I currently had installed. When I got home, my yard was all torn up, I was mislead, and charged $1400 for a system that I didn't need.I am very upset as to how all of this was done and I feel that ECO Shield needs to refund my money of $1400 and add an additional $400 on top of that for the amount I had to pay my landscaping company to repair my lawn.

  Business Response

  Date: 12/11/2023

  The customer was sold our service on October 17, 2023, and the installation of the new system was successfully completed on October 23, 2023. We ensure that all our customers receive the service agreement via email upon signing **. ** this case, the customer had a five-day window to review the agreement and exercise the option to cancel, if desired.
  
  We have engaged in multiple conversations with the customer post-installation. During these interactions, we have consistently expressed our willingness to address any issues. This includes offering to remove the old system and repair any damage caused during the installation process.

  We are aware of the customer's claim regarding landscape damage, evidenced by a $400 receipt from a landscape company. We propose to inspect this damage and, upon confirmation that it was caused by our installation process, we are open to refunding this amount. However, this would be contingent upon the customer signing a release agreement.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20926848
  
  I am rejecting this response because:
  This is not the resolution discussed with my wife. We are meeting with our attorney today to file a civil suit.
  Sincerely,
  
  ********************************

  Business Response

  Date: 12/18/2023

  Hi *******,

  We apologize if our team member did not properly communicate this resolution over the phone with your wife. We want to ensure that this offer stands if you wish to move forward with it. Please let us know if there is a day and time that works best for us to come inspect the property and we can get an appointment scheduled. 

• Initial Complaint

  Date:11/13/2023

  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 paid the company ecoshield $159 to do pest yard work on 6/12/2023. I never signed a contract nor agreed to a contract. When the employee showed up at my house again I told him that I didnt want ******** services and thats when I been harassed by the company about a contract that I never signed and I cant get them to take me out of their system. Account # *******. The company says that I have to pay $200 cancellation fee but based on my last contact with the customer service representative, I cant get them to cancel me from the system even if I paid the cancellation fee.

  Business Response

  Date: 11/28/2023

  Hi *******,

  Thank you for reaching out with your concerns. According to your account notes, the $200 invoice was waived as an act of goodwill back on 11/14/23. There are no other charges and the account is closed.

• Initial Complaint

  Date:11/06/2023

  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.

  Over a year ago I signed up for the EcoShield pest control service. I knew it was an annual contract. It took them several months to schedule the first service. I had to call them to get on the books when the salesman initially told me that it would be within 3 or 4 weeks. Honestly I had kinda forgotten about it until we started having more bugs around than usual. We never had consistent service and pests were out of control. I called the local office several times and left voicemail as no one ever answered.I knew it had been over a year and called the local office to cancel services. They said they would do that for me. I went back to a previous vendor and now have a new contract. Then today, I got a text message saying they were coming out tomorrow. I was very confused and tried text and email as I was on hold with corporate for too long! Eventually I got in touch and they said I had to pay for one more service. I explained that I was very unhappy with service. They pushed a lot and eventually I got frustrated enough to hang up. I got an email with an invoice for $150 plus tax. I dont feel I should be held to the contract with the poor service we did receive and it was an annual contract that should have been over already if they had come out when they were supposed to.

  Business Response

  Date: 11/16/2023

  BBB,

  This consumer lives in *********, we service ******* ******* area. Please remove as this is not our customer.

  Customer Answer

  Date: 11/16/2023

   
  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. I thought this was the corporate location.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/30/2023

  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.

  7/18/23 - A gentleman approached my home but I was on a conference call and went outside as my dog was barking. He proceeded to walk into my backyard and as he approached I let him know I was on a work call. He then waited for 30min at my door as my dog continued to bark. Once the conference was complete I answered assuming it was something important. He then tried selling me pest control which I stated I did not need. He then pointed to some ants on the ground and a beehive. I said that is fine I can do it myself. He refused to take no for an answer and said that he would sign me up with no cost and would only charge me for the day. If I chose to cancel the service that was fine, but he just wanted a shot to prove to me his service was worth it. I agreed and let them work on my home for the day. It was a bit of an inconvenience because they then came back at dinner time and needed me to show them around my home in the middle of dinner to do the interior. 8/16/23 - ******** came back for a second treatment which was prescheduled and I was fine with, but followed up after with an email stating that I would like to cancel my service because I really just didn't need it. Someone responded and let me know it would be a cost to cancel and if I would like to change my mind to let them know, but before I could even respond, they sent me a cancelation fee.I responded sometime after letting them know this was unacceptable since the only reason I signed up for the service was because it was risk free and presented to me as something I was not obligated to continue. I was more than happy to recommend the service to anyone who wanted/needed it but I do not. I have not received a response and have continued to get multiple texts/emails per week saying something along the lines of we haven't heard from you and you owe us money. I keep responding to them and get nothing. Now they are threatening me with a 3rd party collection agency and are still not responding to me.

  Business Response

  Date: 11/13/2023

  Hi *****,
  
  I appreciate you taking the time to share your feedback with us. Following your communication, we conducted a thorough review of your account to ensure clarity and transparency regarding the provided services.
  
  Upon examination, we noted that the services in question were initially discussed with you in person and subsequently confirmed through our meticulous 2-step verification process. During this process, you actively responded with a "yes" via text, further validating your acknowledgment and consent.
  
  For your convenience and for reference with the Better Business Bureau (BBB), we have attached a screenshot that captures the pertinent details of the verification process.
  
  We value your input and are committed to maintaining open lines of communication. Should you have any additional questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20800405
  
  I am rejecting this response because: I feel

  the sales tactics used were unethical. Once again I am saying that I was specifically told the service was non committal and its the sole reason I gave in to sign up for the service. If your contract says something different than what the sales person is stating , that is unethical. The contract isnt even something I had the ability to read over as it was on his iPad/tablet and he quickly scrolled through to the signature portion. Maybe I should have questioned more since there were multiple signatures, but again I trusted what I was being told. I dont feel that I owe any money and I do feel what you are doing is unethical. If you continue to pursue me for money, I have no problem continuing to share what happened publicly so others can be aware of how you perform business. I consider myself pretty well connected and was happy to be a referral base, however my experience is leading me in the opposite direction. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/20/2023

  Hi *****,

  We do not wish to cause any further frustration. As an act of goodwill towards you, I went ahead and waived the balance. There are no other charges and the account is closed.

• Initial Complaint

  Date:10/09/2023

  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.

  On August 18th a representative from EcoSheild walked up to my door and sold me on their pest control. I let them know I was with ********, but would be willing to try them out that day, since they were providing a discount at that time. *** told me they need two treatments to really work, so I agreed. Turns out they guys signed me up for a year without telling me. Told me to click Yes on the text message to approve the payment and so they could get started. Didnt find out till I tried to cancel with them after both treatments failed, and saw bugs all around and inside of my house. When I called to cancel they used all kinds of sales tactics to get me to stay, such as lowering my bill to $98 from $150. I let them know I had no intention of staying, as I already have pest control and was only trying them out, as I explained to the sales persons who got me to sign up, and because their product just doesnt work. Was told since I said Yes on the text, I was stuck with the year or could cancel if I pay a $150 fee. They didnt call it a cancelation fee instead, stating its the difference between what they typically charge, $300, for the service I had to what I was paying, $150. Ask to speak to a manager, who again, tried to get me to stay by saying they would cover up to $200 of Terminixs cancelation fee. I repeated all of the reasons again as to why I did not want to stay with them, and was then told me there wasnt anything they could do since I had replied yes to the text. I explained it was very predatorial, and none of this was explained up front. I just want the $150 cancelation refunded and services canceled as they did not uphold any of the promises made. They try to use a super high markup to get away with saying they are not charging a cancelation fee, instead I just have to reimburse them for the discount.

  Business Response

  Date: 10/23/2023

  Hi *****,
  
  Thank you for sharing your feedback with us. We would like to address your concerns and provide some clarification. The Bi-monthly service agreement, which you reviewed, signed, and received via email, clearly outlines the details of the annual subscription plan that you initially agreed to. Additionally, the welcome text you responded to with a "yes" serves as part of our two-step verification process to ensure that our services and terms are well understood by our customers.
  
  In light of your concerns, we understand the importance of resolving this matter promptly and to your satisfaction. As an act of goodwill towards you, we have decided to waive the $151 balance. You can rest assured that there are no other charges, and your account has been successfully closed.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are here to help.

  Customer Answer

  Date: 10/26/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/26/2023

  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.

  We signed up with Derk their sales manager that told us we could cancel at any timeif we ever saw bugs in between visits that our next visit would be free and sold us this incredible pest company. They serviced us amazing the first time. Second time they failed to ring the bell to go inside to spray or to enter the garage and spray. I start to see bugs in the house that Id never seen before. Send a message to **** and he says I will have the office schedule a visit and its free of charge. Several days later a gentleman comes and does a great service! Then we see a charge so I call and call. They call me back and say they will investigate and call me back. Never hear back. We call and no one ever returns our phone calls. We dispute the charge with our bank because they told us it was a makeup service. Then we start receiving notices that we will be sent to collections. I called the local office and they tell me that my balance is at zero, but at the same time they charged our account again and we also filed another chargeback so their account showed it was zero because they had not received our charge back so it was never actually fixed on their side so they told us would you like to cancel the service and I said yes because I dont wanna do business with a company that does not follow up with what they promise so we speak to the customer service and after speaking with them for two days in a row, they finally cancel our service, but they told us that we had to cancel cancellation fee and I told them that the sales manager said we were not under a contract and so they finally decided that theyre going to waive the cancellation fee to cancel our services Fast forward to now they receive the second charge back and so now they start sending us more collection notices. I called back so I can speak to the manager and she tells me that she is going to get it fixed and talk to billing. But nothing has happened.

  Business Response

  Date: 10/05/2023

  BBB, this has been addressed with the consumer.

  Hi Roannie, 
  
  Thank for taking the time to speak to me today. This is a follow up email regarding your account, the balance for $150 from your service back in July has been waived and you no longer have a balance on your account. This is also confirmation that your account has been closed. 
  
  If you have any questions or concerns, we would be more than happy to address them with you. Please give us a call ************ or email us at ****************************.  
  
  Thank you, 
  
  *********

• Initial Complaint

  Date:09/15/2023

  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.

  The day the sales person came to my door, I told him I was busy. He persisted and told me they only used chrysanthemum oil and it was non toxic. He told me it was HIS small business. He told me he was giving me a better rate than any of my neighbors and not to tell them. He told me that that days service would be performed by him because he just finished with my neighbor. He told me that after that days service there would be a standard 30 day revisit that was NO CHARGE and then monthly charges AFTER that initial revisit. He told me I could cancel at any time without any penalty.When someone else came to my door later that wasn't him I was confused. I reached out and advised the company that someone came back and was asking me all kinds of questions about where to spray since it was toxic to food grade plants! The company replied with some I'm sorry message. Then the revisit I was charged ****** I reached out and told them to cancel immediately. I got two emails one that said if I did not respond they would charge me ****** and the next sent 1 minute later telling me they were charging me and I had a balance due. I responded to BOTH immediately expressing my concerns as I was lied to. Today I got another bill. All of my plants for tea are dead, they died 1 week after the second service I absolutely should not have to pay for something that was sold to me under false pretenses. The non toxic. That he was the owner. That my price would be cheaper. That he would be doing the service since he was here and that the initial 30 day revisit was free.

  Business Response

  Date: 10/02/2023

  Hi ****,

  Thank you for sharing your concerns and providing details of your experience with our sales representative and services. At EcoShield, our commitment is to maintain honest, transparent, and respectful interactions with our customers. It's essential that our customers feel valued and well-informed.

  We take practicing transparency with our customers about the details of our annual plans very seriously. We want every member of our family to be happy, informed, and eager to receive year round protection. We reviewed your account to ensure that all of the t's were crossed regarding our transparency within the setup process, and we were able to confirm that you signed your annual service agreement, received an electronic copy, and received / replied "yes" to your Welcome to the Family text. this text is our version of two factor verification regarding our annual agreements. It is sent directly to the customer's cell phone and reviews the nature of our annual agreements, as well as the request for the Annual Commitment Discount to be repaid upon early cancellation. When we receive a "yes" to this text, we assume that a customer has fully reviewed / authorized the terms of their annual service plan, which is why we invoiced you for the Annual Commitment Discount when you needed to cancel early. 

  As an act of goodwill we have decided to waive the $200 annual commitment discount payback. There are no other charges and the account is closed.

  Customer Answer

  Date: 10/02/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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 started with this company in May 23, 2023. an agent came to my door providing services. I agreed to receive the services pending payment at the end of the month. The agent had me sign the agreement on his phone for the amount due and the date it was going to be billed. The following day money was withdrawn from my account. I called customer service, i was hung up on 3 times. I kept calling and finally got to speak to someone that did not hang up on me. I wanted to get a refund for my money because it was not charged at the end of the month like agreed upon. The agent on the phone told me they were not able to give me a refund, and they would give me some type of discount for the services.I asked for the discount agreement in writing and they emailed me the agreement. On August 28th 2023, I called back and asked for access to my online portal, in my portal i noticed a discrepancy in my charges and monthly fees. The agent could not explain to me why I was being overcharged and I told them I wanted to cancel the services again, they offered a lower payment for the next four services and were charging me an extra $112.00 for the month of August. I did not agree to pay an extra $112.00 and after about 2 hours on the line with an agent who could not explain to me my over charges and kept repeating the same thing over and over. I decided to cancel the service for the 2nd time!The agent told me that if i canceled before my last 4 services, they would have to charge me $200.00 for the "discount they gave me". I of course did not agree to that $200.00 fee, but i told them to cancel my services because i didn't want to deal with them as a company anymore. After the phone call I received an invoice for $311.00 which i definitely don't think i should have to pay. I was lied to by the agent, I was over charged from May to August for services and i was charged $200.00 for "a discount" that i did not receive. Please fix this. Thank you!

  Business Response

  Date: 09/07/2023

  Hi *****,

  We've attached a copy of the Service Agreement that was reviewed and signed on 5/2/23. We compared pricing and the invoices match the $149 price per visit outlined. Please let us know if you have any questions or concerns regarding the Service plan.