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:02/13/2025

  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.

  Last year in July (2024) EcoShield Pest Solution salesman knocked on my door and said they were in the area helping my neighbor with pest control services and I may have similar issues. Since i had some rodent issues i agreed but complained about the high price tag. They said they would waive off $500 as I was a first time customer and I would only pay for 4 services in the year - one for each season. They told me to call and cancel next year otherwise I would automatically be enrolled in the next year as well. I reluctantly agreed and they made me sign a contract on the tablet or something without explaining in detail what exactly i was in for. First page of the contract showed the 4 service appointments. 3 are already done and 4th is scheduled next week. So I called them to cancel the recurring subscription, but was told that the contract I signed mentioned that it was for 2 years and not one. I saw the contract and it said so on the last page of the contract which the salesman failed to show me and neither did i have to sign that page. He took signatures only on first two pages of the contract. I mentioned that in the call as well but they kept saying that's the contact i signed. I think this is very deceptive practice and they should honor what they told me about 4 services only and cancel any more service appointments.

  

  Business Response

  Date: 02/18/2025

  Hello ****, 
  
  Thank you for bringing this to our attention. I want to sincerely apologize for any possible miscommunication during the time of sign-up. I understand this has been a runaround you weren't expecting. I took a look into your account and your service agreement and see there is no signature on the last two pages. With that being said, I went ahead and canceled any further going appointments and closed your account. Please let me know if there is anything else we can do for you.
  
  Best, 

  Customer Answer

  Date: 02/19/2025

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

• Initial Complaint

  Date:01/31/2025

  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.

  A sales person named Geordie from ********* came to our door on May 6, 2024. He sold me a pest control plan of $169/year and no additional charges. I asked him multiple times and he said it was only $169/year. My husband was also there and we decided this was a good price so we could go for it. We have orkin service next door at $100/quarter. I thought since ecoshield is cheaper lets give it a shot at our house. We get ********* ants and little hairy worms in our basement. The sales person had me sign a contract on a tiny device where I couldn't see the detail. He said he would email me the contract and I never received it. He said his company was having trouble sending it.Then the service starts. I was charged the $169 from my credit card. I didn't check the charge on my credit card till Dec, 2024. When I noticed that Ecoshield already charged me $169 - 4 times staring on May 8, June 3, Aug 26 and Nov 20.I spoke to them and explained that the sales person completely ran a scam on me, mis-represented and tricked me by signing a contract that was charging me quarterly $169. My charges were not even quarterly. They already charged me 4 times in the span of 6 months. I asked to cancel my contract and refund. The manager refused to give me a refund and said you have a contract, and if you terminate you will be charged extra $200 which was the discount for a contract.I asked ******** to reverse the charges, ecoshield showed them the contract that I signed and declined the claim/refund. I was never shown the terms on ******* ******** tiny device when he asked me to sign the agreement. He just said it is $169/year.They never once attempted to connect me to ******* ****** or explained what Geordie did or that they spoke with him. I have read other similar online reviews about Ecoshield. The customer service is not at all helpful or sympathetic towards the customer. I have tried to talk to Mr ****** over 10 times and no response.

  

  Business Response

  Date: 02/02/2025

  Hi there, 
  
  Thank you for bringing this to our attention. After reviewing your account it looks like the fee was already waived as of 1/7/25. If there is anything else I can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22882739
  
  I am rejecting this response because:
  I spoke with EcoShield again on Friday 01/31/25. They listened to my complaint and said they cant contact ******* ****** - the salesman. They essentially said they cant help me as I signed a contract. I disputed 1 charge online with ********. I would like a refund of total of 3 charges. Ecoshield also said the 1st ******** dispute will stay on my record as unpaid. They are not waiving that fee. They couldnt give a valid explanation of why they charged me 4 times within 6 months out of a 12 month period where I should have been charged only quarterly.

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

  

  Business Response

  Date: 02/07/2025

  Hi Reima, 
  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify the details of your service agreement. 
  To ensure transparency, we send a "Welcome to the Family" text outlining three key aspects of the service agreement: 
  The length and frequency of your service. 
  The annual commitment discount applied, which would be due if the service is canceled before the contract term ends. 
  The Eggcycle treatment, scheduled ***** days after the initial service, which is billed separately. 
  By replying "Yes" to this message, you confirmed your understanding and agreement to these terms. Although your account was canceled before the contract period ended, an exception was made to waive the annual commitment discount as a courtesy. 
  Regarding your request for a refund, services were completed, and products were applied as scheduled. Additionally, there is an outstanding balance for the quarterly treatment on 8/26/24. Appointment reminders were sent before each visit, and no cancellations were recorded. 
  If there are concerns regarding the sales representatives communication, we are happy to review any supporting documentation, such as screenshots or video footage, to assist in our investigation. Once received, we can determine the appropriate next steps. 
  We appreciate your time and look forward to resolving this matter. 
  Best regards, 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22882739
  
  I am rejecting this response because: I do not have any video footages, I am not a business. Hence I was not recording a sales person coming at my door front. But from now onwards. I will have a camera with recording at my front door. ******* ****** had me sign a contract drafted by Ecoshield and he got me good by making a false verbal promise of $169/year. I communicated to him that I never received the contract back in May. Just as customer Curtesy I would think the company would chat with the client and their sales person, try to figure out what happened and make some kind of a fair settlement. This has been one bad experience and a ****** learned to not sign anything at my door specially without seeing a contract. ******* said the company was having trouble sending the contract and that I should say YES in the txt. The txt from Ecoshield didn't specify the cost of the treatment. I just took Geordie's word.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/15/2025

  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.

  EcoShield employs misleading sales agents. One came to our home on Aug 10 offering a $165 fixed fee service for the season, conditional to an immediate point of sale charge to my credit card. We had a pest issue requiring immediate attention and agreed. The service was ineffective, requiring 2 additional visits in August to resolve the issue. On Aug 30 they charged another $165. I called to object, referencing the fixed fee service plan the salesman quoted. The overseas agent claimed I bought a quarterly subscription, and cancelling is $200 to recover a 'discount' applied. In addition to questioning the concept of billing a customer twice in 2 weeks for 2 quarterly services, I objected to ever buying a subscription. I canceled and arranged a block on my credit card, as *********** soon reversed EcoShield's 2nd $165 charge attempt. I also notified EcoShield of the dishonest salesman. What was verbally offered in a *****-***** style and repeatedly clarified after my specific questions in no way reflected the agreement later shared. Any overseas agent I was directed to, and any who still contact me to collect, will only quote back to me the agreement. I have repeatedly demanded they cease contacting me and to document so in the call center / account records, but to no avail. I am still being harassed multiple times a month by their collection department masquerading as 'customer service' (likely overseas outsourcer compensated on collection metrics). To date. EcoShield's position is that the value of 2 weeks of service provided (3 visits solving 1 issue) is worth $530. I have fairly paid $165 under no contest, yet they aggressively seek an additional egregious $365 (a 2nd qtr. of service never provided + a "discount recovery" charge). EcoShield employs lying salesman and then overcharges in advance on a contract you are misled to sign. They then hide behind overseas agents w no decision-making power to resolve the issue. That is the EcoShield business model. 

  

  Business Response

  Date: 01/22/2025

  Hi there, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 01/27/2025

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

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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.

  ******** did an outdoor inspection of our home and checked the box we have no critters. The next day I found out we have rats. The village came and verified this and they have a service coming to handle this. I sent ecoshield an email cancelling the service and stating we will not be paying for the inspection they just performed for $160 because it was not thorough. I did not get a reply. I then got an email asking for the money I owed. I called and spoke to someone and they told me they would cancel and they would speak to a manager, I would get a call back and we would not have to pay. I never got a call but the person on the phone agreed it was not acceptable and they would put a note in our file. Then we were sent multiple emails requesting money. We sent multiple emails back and never got a response only a generic email requesting payment. Finally, on Dec 31 I opened the mail and got a letter saying they were sending me to collections when I am 75 days past due. Letter dated 12/16, I emailed right away and got a response they were closed and would be open Jan 2. Before I could follow up or they replied (I dont this is 75 days past due either) I got an email from a collections acct. I replied to the collection **** I called ecoshield asap (see email) spoke to someone who was going to ask a manager. They will not resolve this. All I am asking is this be taken off my credit and that I dont pay the 160 for a service that was poorly performed and the company would not respond to my many requests. Thank you emails attached

  

  Business Response

  Date: 01/18/2025

  Dear ******,

  Thank you for bringing your concerns to our attention. We regret to hear about your dissatisfaction with our service and the subsequent communications regarding your account.
  
  Our records show that the $160 balance for the service performed is valid based on the agreement and the service provided. However, we understand that you were not satisfied with the service results. As part of our commitment to customer satisfaction, we offer complimentary touch-up service visits for any covered pest issues that persist or are not resolved to your satisfaction. We simply require notification to arrange for these services.
  
  We encourage you to contact us directly so we can address any remaining concerns and discuss how we can resolve this matter amicably. Thank you for your understanding and for giving us the opportunity to assist you further.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22793920
  
  I am rejecting this response because: your answer is not even why I filed the complaint. You send generic replies everytime I have tried to contact you for the last 4 months. Then you sent me to collections.  I am not wasting my time anymore. I was hoping your business has ethics and clearly it does not and scams people.  I will pay the money because I dont need a collection on my credit.  I hope a rating by the BBB, informing my neighbors  and my wife sharing her experience on the north shore platforms and other social media will warn others about the business you run. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/23/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We understand your frustration and want to address this matter appropriately.
  
  Regarding your account, our records indicate that your spouse has contacted us and plans to send a payment to our PO Box to resolve the outstanding balance. We appreciate this step and will process the payment upon receipt.
  
  At EcoShield, our goal is to ensure transparency and to deliver on the commitments outlined in our service agreement. We value feedback and will review your experience internally to improve communication and service consistency.
  
  Should you wish to discuss this further or require additional clarification, we are available and ready to assist.
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22793920
  
  I am rejecting this response because: the communication was one sided. You never replied to any of our emails. You did not address our issues and we have a rat problem that could have been prevented if you had done your jobs. See our sent emails attached to original complaint. Then you threaten to send us to collection.  I only paid this bill so it would not go on my credit.  This company is a scam 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/19/2024

  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.

  On 9/20/24 we sent an email to EcoShield notifying them we wanted to cancel our quarterly service contract (email_1 upload). They responded with an email stating we needed to call the (email_response upload). We have had the service for over 2 years and were beyond the terms of service early cancelation timeframe. We called as requested and told them we wanted to terminate the quarterly contract effective immediately. They offered to stop the regular quarterly service visits under the contract, which were $169 each, and offer the same service for $119 and we could call and initiate anytime we needed it. My wife's response was, " I will let my husband know about that, but we want to cancel the quarterly service contract now". On 11/14/24 we received an email confirming quarterly service application and receipt charging our credit card $169. We called to contest the charge based on our earlier request for cancellation submitted on 9/20/24, they claimed they "left the contract open because we were going to get back them with our decision" on how we were going to proceed. We told them that was not the case, we were only going to contact them if we wanted the open-ended service call for $119 and we were clear we wanted the contract terminated. They said we were liable for the $169 charge on 11/14/24, and we told them we would contest with our credit card company.We supplied the above information to the credit card company, and they reversed the charges. we then received an email stating the charge was valid and we would be turned over to collection if we didn't pay (collections upload). on 12/19/24 I called EcoShield and retold the story to a supervisor, he said the charge is valid and we would go to collections if not paid, so I paid to avoid the collection agency and resulting credit implications.

  

  Business Response

  Date: 12/27/2024

  Hi *****, 
  
  Thank you for bringing this to my attention. I want to sincerely apologize for any possible miscommunication during this process. I have sent this over to refund requests in the billing department and I will get back to you within ***** business hours to communicate their responses to you. 
  
  Best, 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22709845
  
  I am rejecting this response because: I was told I would hear back in ***** hours and there has not been any follow up from the company.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/07/2025

  Hi *****, 
  
  Thank you for reaching back out. I want to apologize for the late response, I have been out of office after we were closed for the holiday's. I received an email back from our billing department and they unfortunately denied the request with all the given context from your complaint. I sincerely apologize for this. If there is anything else I can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22709845
  
  I am rejecting this response because:

  It is disappointing to know a company can be allowed to lie and cheat customers. We clearly communicated in the original attached email dated 9/20/24 that we wanted to cancel service, the response from the business was that we had to call them to cancel. So we did call, as the business acknowledges, yet they claim during that call we didn't cancel?? Were we, as the consumer, obliged to record the call to verify what was said in the conversation? I am disappointed with the response and disgusted with the company.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They kept charging my credit card while I was told the 1 year service has only one time charge. I want to cancel the service and they are charging me more than the final service to cancel the service. Their door to door selling is misleading and I never gave the consent to auto charge my account.

  

  Business Response

  Date: 12/17/2024

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  

  Business Response

  Date: 12/17/2024

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22693377
  
  I am rejecting this response because: The businesss claim that I consented to their services by replying yes to a text message is misleading and coerced. Their salesperson refused to leave my property until I sent the yes response.
  
  Furthermore, the salesperson misrepresented the payment terms, assuring me it was a one-time payment for the entire year, with no mention of a cancellation policy or fees. Relying on these verbal representations, I signed the contract under the belief that its terms aligned with what was explained to me. This was a deliberate misrepresentation of the service agreement.
  
  To my surprise, EcoShield began charging my card without authorization beyond the agreed payment. When I requested to cancel, I was informed of a $200 cancellation feeexceeding the service costwhich had never been disclosed. Such practices constitute deceptive business practices and consumer fraud.
  
  I am prepared to provide evidence, including Ring Camera footage, to demonstrate the salespersons coercive tactics and misrepresentations. I am also aware that numerous other consumers have reported similar experiences with EcoShield.
  
  Unless immediate action is taken to void this agreement, refund unauthorized charges, and waive the baseless cancellation fee, I will escalate this matter to the appropriate consumer protection agencies, including the ************************ (FTC) and state attorney generals office, and consider legal action for fraudulent and unethical business conduct.
  
  Please respond promptly to resolve this matter.
  

  

  Business Response

  Date: 12/26/2024

  Dear *****,

  Thank you for your detailed response. We understand your concerns and appreciate the opportunity to address them.
  
  Our records confirm that the agreement was thoroughly reviewed and signed at the time of enrollment, with a copy emailed to you for your records. Additionally, our two-step verification process was completed, including your confirmation via text message by replying "yes" to acknowledge understanding of the agreement. All standard sign-up procedures were followed to ensure transparency.
  
  We take your feedback regarding the sales process seriously. If you have Ring Camera footage or any additional information to support your claims, we invite you to provide it. This will allow us to investigate the matter further and take appropriate action if any deviations from our procedures are identified.
  
  We are committed to resolving this matter in a fair and respectful manner. Please feel free to reach out directly with the requested evidence or any additional questions.

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising 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.

  Similar to the many, many stories about Ecoshield that can be found on Yelp or Reddit - I also fell prey to this fraudulent company. They claim to sell pest services. They took my credit card information and I immediately suffered massive fraud on my credit card. They claimed to treat the house for pests and yet there was zero evidence that anyone had ever been out to the house. Now they are trying to get me to pay a cancelation fee which now that I've canceled my credit card they are unable to charge me. The many reviews from other folks who fell prey to this company they endlessly charge them and refuse to cancel service. I don't understand how this company is able to continue conning people. It's a huge problem. What does the BBB do?

  

  Business Response

  Date: 11/22/2024

  Hi there, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted EcoShield for mice abatement. Their inspector, **** ******* *** ****** came to our home and sold services in excess of $10,000. The technicians, fortunately, were honorable, and informed us that if they performed the services, not only would they be irrelevant to the issue at hand, they would have resulted in thousands of dollars in damage to our home including replacing the front door, side door, and garage door. Purpose of this report is to alert BBB that the sales practices of EcoShield are fraudulent and based on misrepresentation. We were informed by Mr. *** ****** that if we didn't agree to all of his offerings, that none of the other services would work. His representations were dishonest.

  

  Business Response

  Date: 11/05/2024

  Hello.

  Unfortunately, this is all a blatant lie. 

  What really happened: 

  -Customer harassed our employees

  -Customer noticed that the mouse proof door sweeps for his side doors, garage doors, and side seal, would have to be installed onto the door. 

  -Customer doesnt have basic contracting knowledge and was fearful of this even though it's common practice.

  -customer berated our technician and forced them to stop work even though this work is common and would not damage anything. He was reassured there would be no issues but stopped per his request.

  - He then stated to our Inspector that he expects half off for work that was removed when in reality it was only 1/4th of the price. Customer kept stating he is a lawyer and would leave a bad BBB review if we did not give him 50% off. We do not act on threats. 

  -price excluding his home was $2440 we removed items that cost him about $600.

  -Wildlife service was $210

  -Attic service was $5,500 on a ***** sq ft attic. 

  -Services rendered were 7500 not 10,000. 

  We do not quote something that isnt needed. We quote anything a mouse can get into with using a tool to verify.

  -Customer left threatening voicemails to sales inspector as well before any communication of dissatisfaction was made. 

   

  I have attached original quotes to reflect that it was never 10k.

  Thank you 

  

  Business Response

  Date: 11/06/2024

  
  Thank you for your attention to this matter. Wed like to clarify the details of this project and the steps we took to address the clients concerns.
  1. Customer Interaction and Service Interruption:
  During the project, the customer expressed significant concerns over the installation of mouse-proof door sweeps on his side doors, garage doors, and side seals. Although this is a standard installation practice that does not damage the doors, the customer directed our technician to cease work. We assured the customer that this work was safe and effective for mouse exclusion, yet paused services per his request.
  2. Discount Request:
  The customer subsequently requested a 50% discount, citing services that were paused. However, the removed items constituted approximately 25% of the overall service package, with a value of $600 rather than the 50% reduction he demanded. Despite our clear breakdown of costs, the customer continued to insist on a substantial discount and referenced his position as a lawyer, stating he would leave a negative review if the discount was not granted.
  3. Cost Breakdown and Project Scope:
  The total cost for services rendered was $7,500, not $10,000 as the customer claimed. This included:
  Wildlife services totaling $210.
  Attic and rodent-proofing services, which were $5,500 for a 3,700-square-foot attic.
  Exterior exclusion work estimated at $2,440, with the previously mentioned $600 worth of items removed at the customers request.
  We emphasize that our estimates are always based on thorough inspection and industry-standard practices, ensuring any points of entry for rodents are properly addressed.
  4. Communications:
  Prior to any indication of dissatisfaction, the customer left multiple voicemails for our inspector that were confrontational and included threatening language. We have retained these voicemails, along with all project documentation, including the original quotes that support our initial estimate and project scope.
  We stand by our commitment to quality service and transparency in pricing. Threats of negative reviews or other retaliatory actions will not influence our adherence to ethical business practices.
  
  Thank you 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22512787
  
  I am rejecting this response because: The amount being refunded of $600 represents less than 25% of the amount charged but significantly more than 50% of the work. There were 12 exclusion areas to be be remedied. The two entry doors and two garage doors (3 car garage) was more than 50% of the labor and 90% of the materials. Most of the exclusion issues required no more than 2-5 minutes of time and virtually no materials. The work on the doors would have taken extensive labor and required significant materials, likely costing a few hundred dollars. 

  We only requested the work done after the technicians informed us that the work would cause damage to the doors and would do nothing to prevent rodents from entering the house. 

  Lastly, as a customer, I have every right to express anger and to explain remedies I will take including posting negative reviews and contacting the BBB. I am angry because the "salesman" misrepresented and was unethical. No one wants mice in their house. Having infant grandchildren living with us temporarily, anyone in my position would do whatever possible to rid themselves of rodents. The salesman in question took advantage of the situation to sell unnecessary services. The principle is fairness. They have no basis in fact to unilaterally say $600 refund. 

  Lastly, the contract is for an excess of $10k because we are not able to cancel remaining services. 

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

  

  Business Response

  Date: 11/07/2024

  Thank you for sharing your concerns. We take customer feedback seriously and value transparency in all our service interactions. We understand that rodent exclusion is a sensitive matter, especially with your family situation, and its our goal to resolve this matter fairly and professionally.
  Regarding the specifics of your claim:
  Scope of Completed Work: Our technicians performed thorough work across all designated exclusion areas, including extensive labor and materials on the garage and entry doors, which were substantial components of the exclusion process. While some areas required brief inspection and minor adjustments, the time, materials, and labor dedicated to securing all garage doors alone represented a significant portion of the project. These were key areas in protecting against rodent entry, contrary to your claim that work on them was minimal. I will attach some photos of work completed on garage doors. 
  Representation of Services: Our sales team carefully evaluated your propertys exclusion needs, and all work was performed based on an accurate assessment. At no time did our technicians suggest that the exclusion work would damage the doors or prove ineffective in preventing rodent access. Our team is trained to provide honest, ethical assessments, and any advice offered was based on industry best practices and intended to protect your home from future infestations.
  Refund Determination: We understand that you are requesting a more substantial refund. The $600 refund we offered reflects a fair amount based on the work completed and materials used, which were considerably more extensive than claimed. We also want to clarify that the contract cancellation fee of $215 was already waived in your case, significantly reducing any financial obligation. Claims that your contract costs exceeded $10,000, inclusive of this waiver, are inaccurate.
  Right to Review and Complaint: While you are free to share your feedback publicly or with the Better Business Bureau, we stand by our work and the fairness of our refund offer. We strive to resolve such matters amicably and are always open to discussing valid concerns. However, we ask that these be based on facts and professionalism.
  Thank you again for your feedback. We hope this response clarifies our position and reaffirms our commitment to delivering quality service.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22512787
  
  I am rejecting this response because: While I am rejecting this response, I want to thank you and the BBB for pursuing this matter. I am a lawyer by training and was the Chief Operating Officer of a national retailer. I have seen my share of customer complaints and was generally very effective in resolving them. The BBB has gone as far as you can take this matter. I applaud you for your efforts.

  In my conversations with EcoShield I have concluded that it is a highly sophisticated criminal enterprise. It will take a full-scale criminal investigation to uncover the fraud. The organization is built to defend itself. They asked me for "proof" of the costs of the remediation yet they refused to show me how they priced. They went so far to ask me for recordings of conversations with their technicians, presumably so they could discipline them for their honesty. I do not wish to pursue this claim further as it is a waste of your resources and my time. I do hope that this complaint will remain on file. I will continue to make postings on customer review sites so that future potential customers will be alerted. 

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

• Initial Complaint

  Date:10/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been forced into a contract by a Sales *** ***** who visited our home providing pest control services. At the time of signing the contract, he had advised me that i can cancel this contract at any time however am being getting several calls and emails from the Eco Shield pest control services that i owe them $200 despite closing the account, their services were terrible and is such an incovenience for the customers.

  

  Business Response

  Date: 11/04/2024

  Good day,

  I can understand your frustration when dealing with service agreements at times. I have yet to see a service agreement that does not included an early cancellation fee. I have reviewed your account and that you have agreed to the terms of the service agreement more than once. You agreed on the original agreement and then also on the text where you responded "Yes" to the terms and cancellation agreement. I will attach screen shots in the body of this response for you to review. As all contracts and service agreements there is always a cooling off time period which you may cancel your services without early cancellation fees. Since this option was not exercised, it is defined that you would complete the agreed upon services.

  In response to your thoughts on service provided. We made contact with you on July 11th and was able to send a technician on July 19th to complete an extra non-chargable inside services for spiders/ants which you were concerned about. 

  I would be happy to re-instate your account if you wish to continue with the service to complete your initial signed agreement.

  Otherwise, if you wish to stay cancelled then the early cancellation fee is still required to be paid as per the terms of the agreement.

  Regards,

  **** ****

  General manager

• Initial Complaint

  Date:10/23/2024

  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.

  On July 31, 2024, a solicitor came to my door and offered a promotional pest control service. I was told each visit would cost $169.00 and that I could cancel or reschedule at any time. He explained the recommended service dates and frequency, then guided me through the email and text prompts to confirm the service. The service was completed that day, and I paid the $169.00 fee.A week later, on August 7, 2024, I reviewed the email and discovered that I had signed a 12-month contract, which required payment for the service regardless of cancellation, and I had only a 3-day window to cancel. I was surprised, as none of this information had been shared with me. I immediately called customer service to request a cancellation, but they refused, stating I was outside the 3-day period. I argued that I was calling within a week and believed they could assist me. They offered to reduce my fee by $50 instead of allowing me to cancel. I explained that my main reason for wanting to cancel was my inability to commit to a contract and the lack of clear information provided. Their response was rude, and they stated they would send me to collections. I expressed my dissatisfaction with their customer service, emphasizing that I was not asking for a refundonly for my contract to be canceled. Their response was they will cancel my contract but the balance on my account will remain and if I do not pay, I will be sent to collections.

  

  Business Response

  Date: 10/25/2024

  Hi *********, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. This will also remove from collections in 5-7 business days. Any notice dated after 10/25/24, you can disregard. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 10/28/2024

   
  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,
  
  ********* *******