Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2024

  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.

  On 5/16/24 Manager from EcoShield Pest Control came to the door selling us a pest control package. We didn't have any bug problems except a couple wasp nests. His sales pitch said he would give us a $200. discount with an annual contract for quarterly service. I kept asking if all I had to pay was $209. for the year and he said yes. Wasn't until I took a look at the contract he emailed me saying it's $209. per quarter plus a second initial treatment (30 days after the 1st treatment). This comes to an annual cost of $1,045.00 which is crazy!My fault not asking more questions or looking at the contract closer before signing but also shame on them.First treatment was done on 5/17/24. Person removed a wasp nest using their round brush broom. He pushed so hard he severely damaged the soffit in the corner.I've been calling the manager as well as the **************** for the last month both which give me no answers to what they are going to do to fix my house. They finally said they would send out a manager to access the damage. I had already sent pictures in and the first manager sent me his before picture so now we can see the before and after taken one day apart. The dent is in the shape of the round brush head and lifted and crushed the soffit. Now water or pests have easy access to the inside of the house. The person that came out said he can clearly see damage was done and had noted my account.Per manager's suggestion, 6/18 I followed up with **************** who said they would contact the local office. I was never placed through to the local office. She said she was told that a manager would call me within a day. No phone call ever received.I also cancelled my service on 6/18 since I didn't need it nor did I want to work with such a bad company. I had to pay $200 to cancel despite the fact they damaged my house.I'm out $618 and left with several hundreds of dollars worth of damage which can quickly escalate when rain or critters get inside.

  

  Business Response

  Date: 07/10/2024

  BBB ************** and Chicago,
  
  Thank you for bringing this issue to our attention. We spoke with the customer and have reached out to a local contractor to fix/replace the soffit that was damaged.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I just received a message from BBB saying my case has been closed and considered to be answered.  The last response I received from you was on July 8th and wasn't aware you needed any additional information from me.
  The case should still be open.  After calling EcoShield yet again on July 15th nothing has been done on their end to rectify the situation.  I received an email from EcoShield yesterday saying they will be sending out a few contractors to obtain estimates on the damage. Until the process has started I'm not considering this case answered and/or closed.
  Can you please re-open this case?
  
  Thank you.
  
  ***********************
  #********

  

  Business Response

  Date: 07/18/2024

  Hi *****, 
  
  Thank you for responding with more information. It shows in your account a manager from your branch will be reaching out. I see yesterday an email was sent to you saying they are scheduling three estimates and you acknowledged. We are working as quickly as possible to get this taken care of. 
  
  Thank you, 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21895590
  
  I am rejecting this response because:

  To this day nothing has been resolved.

  Second to the last correspondence was back on 7/15/24. I was told the general manager was working on contacting contractors as we spoke.

  Last correspondence was on 7/19/24.  I was told no contractors have been scheduled.

  A week later I still haven't received any notice that any contractors have been scheduled.

  Makes me believe no one is taking the responsibility of calling contractors. 

  Everyone protects the managers and owners by refusing to give out their number(s) and no manager has considered calling me directly.

  Disappointing and frustrating this has been going on for months.

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

• Initial Complaint

  Date:06/17/2024

  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 Friday, 5/17, afternoon (after 5 PM) ****** from EcoShield Pest Solutions rang the doorbell. He was not wearing a wearing a blue solicitors vest from the Village of ******** and I understand they do not have a solicitation permit. We do have a Hinsdale No Solicitors (3-11-5-A) sticker displayed prominently on our front door.He was selling pest control services for an inclusive price of $179 covering inside, outside, garage, patio, backyard, etc. It turns out the cost was $179 per quarter (e.g., 4 X $179). I listened to the pitch and agreed to give their services a try, understanding that if we were not satisfied, we could cancel at any time.****** and his technician (*****) returned to the house later that evening. They did not treat the backyard or the garage as we had discussed. I texted ******. He responded, apologized, said they would return and complete the service. I followed up again on Sat., (5/25) and he said he would check with his scheduler and get back to me over the Holiday weekend to confirm when they would complete the work. I followed up again on Friday, 6/7.The first EcoShield service was two-part, the initial service and a 30 45-day follow-up. I had not heard anything by Thurs., 6/13 and called EcoShield, spoke with *** and then sent a confirming email that the initial service had not been completed and I had followed up several times. I asked to have our contract cancelled without additional charges and to send me a confirmation of the cancelation request.The next day (Fri., 6/14) I received a text from EcoShield (********) requesting that I call her. When I called, I was connected to another Rep and explained the situation. I was transferred to another Rep. ***** a long conversation, I was informed that there was a $200 early termination fee in the contract which applied even in my case, where they had not completed the service. I said I simply wanted to cancel our service contract and did not want to receive any charges from them.

  

  Business Response

  Date: 06/19/2024

  Dear BBB,

  This customer is a Geneva IL business location customer. Please transfer this complaint to that EcoShield location, so they can assist this customer with their concern. Thank you.

  

  Business Response

  Date: 06/26/2024

  BBB of Northern IL and Chicago,
  
  Thank you for bringing this situation to my attention. It is This is certainly not the type of service that we wish to provide our customers, especially our newest ones. We apologize for the miscommunication between our field associates and our local office and the pain that is caused in getting a follow-up service completed. I can certainly understand the desire to cancel service with a provider that does not respond, and I can assure all parties involved that this specific issue has been addressed on our end. I have also taken care of the outstanding $200 charge for the discount payback, the customer will not owe anything moving forward. 

  Customer Answer

  Date: 07/03/2024

   
  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. I appreciate EcoShield canceling the $200 account cancelation invoice from 6/14/2024 since our initial service was never completed.

  Thank you very much.Have a nice 4th of July Holiday. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2024

  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.

  This company uses third-party kids from out-of-state to come in for the summer and do door-to-door sales. They constantly knock on doors, including mine, which is clearly marked no soliciting. They solicit in town with no permit to solicit. I had a sales boy come by my house just before I pulled in the driveway. I ended up telling him to please not come back and please leave the neighborhood because we have no soliciting stickers and theyre breaking the rules plus they cant prove that they have a permit to be in the neighborhood at which point he became Verbally ridiculous at the very least and difficult and bothering other neighbors and making an obnoxious scene. I ended up contacting the police and they are currently as I write this looking for the salesman in the neighborhood. *** also contacted Eco *******, local branch and let them know about it to which they responded that they have had a few problems in the last few days with the sales guys. I also attempted to contact their corporate headquarters, but could only get a call center .

  

  Business Response

  Date: 06/17/2024

  BBB Northern IL and Chicago,
  
  Thank you for bringing this situation to our attention. This customer reached out to our local office as well. While we do not use 3rd party sales associates and strive to remain compliant with state and local soliciting laws, we certainly understand and respect people's right privacy or desire to not be solicited too. We have addressed this situation with the route manager and apologize for any inconvenience that is *** have caused.

• Initial Complaint

  Date:04/05/2024

  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.

  I agreed to services by ********* and did not have a problem with the first applications. In December 2023, saw a charged on my card but had no notification of service, I was home all day of the alleged service. I checked my cameras and doorbell camera, No one from Ecosheild ever came to my property that day. It would have been Impossible to miss especially because dewebbing was part of the service charged that day and that clearly had not been done. I called to address it and they argued that it had been done and that I was lying. I asked the either service be completed or that they refund me and cancel and any future service due to fraud, that should not be charged for a service that was never performed. . I was told another department would need to contact me and would call me. I recieved a call several days later, the representative called me and said they would transfer me to the department, I was then put on hold for 10 min and eventually went back to an operator who told me I would have to call back,,,but they called me to put me on hold? So over the next several weeks I texted and emailed and called trying cancel or get a remedy to the service. Everytimf I got a hold of a live person I was put on hold and then told I would receive a call back. The same thing would happen where I would get the call back only to be transferred and placed on hold with some mythical department. If this company cant or wont do the service they are in violation of any contact they claim they have. I received a collection notice. So now again they commit fraud and continue to pursue me for payment for a service they did not complete.

  

  Business Response

  Date: 04/25/2024

  Dear BBB of Northern IL and Chicago,
  
  Thank you for bringing this customer's concerns to our attention. Upon receipt of the complaint, I conducted a thorough review of the account to ensure we address and resolve any issues effectively.
  
  According to our records, the customer was notified of the scheduled service on December 21, 2023, via text message on December 18, 2023. Our system confirms that this message was successfully delivered. On the day of service, our technician completed the exterior service as the customer was not home, which is noted in the work order. To further ensure accuracy, I have verified the *** data of the technicians vehicle, which confirms the technician was at the customers home during the scheduled service time.
  
  However, our review also indicates that the quality of the service provided did not meet our companys high standards. We attempted to address this by sending a manager to review the service with the customer and discuss the cancellation process, should she remain dissatisfied.
  
  While we strongly refute the accusation of fraud, we acknowledge that the service quality was not up to par. As a corrective measure, I have instructed our billing department to remove any outstanding balance and ensure the customer is not contacted by our collections team. We have sent an email to the customer confirming a $0 balance.
  
  We are committed to providing excellent service and regret any instance where we fall short. Thank you for your ongoing efforts, and please let us know if there is anything further we can do to assist in this matter.

• Initial Complaint

  Date:02/23/2024

  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.

  We called this company as I had some flies in my house. **** a salesperson called us and told us about a service. He said he needed our credit card to hold the offer but would not charge us until we wanted services. They ended up sending someone anyways days later and they went to the house next door instead of ours because I had my parents there. They said nothing was done and pretty much left after maybe being there a minute or so. They charged us for the service. We called and complained that they went to the wrong house and they said they would refund us. We told them do not send anymore people to our home as we do not want these services. They then sent someone again weeks later and no one was home and charged us again. We called **** and he didnt answer and now has never answered us again. The company refuses to refund us. I told them this is unacceptable and they cannot send people when they feel like it. We told them we never wanted a contract or any services unless we told them otherwise. We explained to them you cant just sign people up for contracts and continue to send people against their wishes and charge them for it. Their employee does not answer anymore because he knows he screwed us over which I find very shady. But please make this right. The second time they came as well they said they did a dewebbing around the home. I have pictures to prove that nothing was dewebbed. I went the next morning to take them. This company commits fraud and does not do their services. I have never seen such poor customer service in my life.

  

  Business Response

  Date: 02/27/2024

  BBB of Chicago and Northern **,
  
   
  Thank you for bringing this situation to our attention, I have reviewed the customer's account in regard to their concerns. I have attached the signed agreement for the customer, showing when they were scheduled for service after signing up for pest control service. This signature also stated that they would be responsible for repaying the discount provided for the initial service if they failed to complete the 1st year of service. This repayment was waived even though the service agreement was terminated before completing the terms of the agreement. The charge that remains on the account is for a lawful and contractual service that was provided for the customer within the terms of the agreement. An appointment reminder was sent via email, text and automated call on 9/12/23 for the service completed on 9/15/2023. The customer did not notify us until after the service was completed that they were not interested in continuing service with us. At this time, we will not be able to offer a refund for services rendered. Thank you for your understanding and cooperation in this matter.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21337785
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/27/2024

  First off I never signed the contract his employee did. Here are texts to their worker telling him we would not be charged till we wanted services. I specifically told him I do not want them till I go back and see if I need them. Not only that we spoke to him on the phone multiple times and he said he would take care of it. They have been told so many times to not come back and they still do. We had an inside fly problem.What makes them think they can just show up and do some c*** spraying outside and charge us. Our problem was inside. Not sure how they justify this regardless. Here are also photos from the next day after which they supposedly came again and said they did a de webbing. Nothing was done. They fraudulently charged for work on the wrong house the first time after my parents saw them do nothing to the house. Once again came out and did nothing and did not de web anything. Just read the yelp reviews and it will explain enough. This company just lies and screws people over. Its funny how his worker doesnt answer us anymore. Please explain that to me how he disappeared and doesnt answer. Its because he knows he screwed us over. 

  

  Business Response

  Date: 03/22/2024

  Dear *****,
  
  I wanted to clarify that flies are not included as a covered pest under the ***************** Agreement you have with **. Additionally, our summer sales representatives are seasonal employees and are not part of our customer service team, which might explain any communication gaps.
  
  For any assistance with your account or to address your concerns, please dont hesitate to contact our customer service team directly at ************. Were here to help.
  
  It seems that the text and photos you attempted to send previously did not come through successfully. Could you kindly try attaching them once more? Were eager to review them and assist you further.
  
  Thank you for your understanding and cooperation. Looking forward to resolving your concerns.

• Initial Complaint

  Date:02/20/2024

  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.

  Business performed unauthorized service that was out of contract. The contract does not have any language on pre-authorization or auto-renewal. The business claims that they notified me. However, as i expressed multiple times to business, i was out of town and did not respond with any authorization. Without my express consent and outside the contract, the service was performed and i was charged for this. How is this legal? Notification is not an approval. I have attached supporting emails and the contract for reference. Happy to provide any other information that you need.

  

  Business Response

  Date: 02/21/2024

  Hello

   

  Can you please provide us more information. Currently, you are not and have not been a customer of the ********************** North branch which this complaint was left on. Without an address, I cannot get you to the right branch for help.

   

  Thank you 

  

  Business Response

  Date: 03/05/2024

  BBB of Northern IL and Chicago,
  
  Thank you for bringing this to our attention. As with most reoccurring customer services, our pest ********************** services continue in perpetuity until the customer alerts us of their intention to discontinue services. In this case the customer did not notify us of their intent to cancel services with us, so in accordance to our policy regular reoccurring services were scheduled and completed. The customer accepted a service on 9/20/2023 that was outside of their original 12 month agreement and made no mention to the technician or to our local office that he no longer wished to have service. A reminder message was sent on both 12/7/2023 and 12/11/2023 about the upcoming service on 12/12/23, which was open/read multiple times, and the customer failed to notify us of their desire to cancel service. A complete service was rendered as scheduled and as the customer was notified in advance.Per the customer's request on 2/20/24 the account was canceled. At this time however, given the information available to us, we would not be able to provide a refund for the qualified service on 12/12/2023.

• Initial Complaint

  Date:02/08/2024

  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 signed a contract with Ecoshield for quarterly outdoor pest service. After 2 treatments, I determined it ineffective and actually made my situation worse. I experienced more pests (rats) after their services then before. Ahead of the pre-scheduled 3rd treatment, I received an appointment confirmation text from Ecoshield that stated reply YES to confirm. I did NOT reply. I later sent a text to cancel the appointment. They arrived for the treatment anyways on Dec 19th and I was not home and my property was locked. They rang the doorbell and knocked on the front door. The pest service is an exterior treatment to my home and yard. Ecoshield did not have access to my property outside of the front door and approx 25 ft of my front house. The rat and bug treatment is in the backyard (approx ***** sq ft) which was also not accessible. Ecoshield charged me $189 for full service for that visit that 1) I did not confirm 2) was not physically possible for them to have completed the service since the property was locked. I called to complain about the charge and ask for a refund. They would not process a refund. The notes in my account from the service worker confirm I was not home and service was not completed and needed to be rescheduled. They would not issue a refund, only offer to reschedule. I asked to cancel my account instead, as I was not happy with the service (it doesn't work). Because I signed a contract, I had to pay a $200 fee to break the contract to cancel. I do not dispute this charge, but I have still not been refunded for the $189 for the Dec 19 service that I did not confirm and that according to Ecoshield's own records, was not completed. They continue to say they can only reschedule vs. refund, even though I have cancelled my account! , and chose to break my contract (pay a $200 penalty).

  

  Business Response

  Date: 02/14/2024

  BBB of Chicago and Northern IL,
  
  Thank you for bringing this concern to our attention, I have reviewed the customer's account and researched her concerns. It is our goal to always provide world class service for our customers and to partner with them to keep there homes pest free. It is discouraging to hear that our services appeared to be ineffective, at least in regard to rats around the home. Unfortunately, while we would love to be able to eradicate rats from the city limits, it is not possible for us to control the number of rats that enter the yard, our main objective is to keep them out of your home. Reviewing the customer's notes there was never an indication that she was unhappy with the service nor was there ever a call for us to come back out in between service to address any concerns that she had. In regards to the "incomplete" service, we attempted to reach out to the customer to have the gates unlocked so we could access the back yard to complete the entire service. As we did not receive a response while the technician was on site, a follow up was scheduled to go back when the customer would be available to grant ******* This is standard procedure in the industry and we have offered to come back several times to complete the rear of the home. At this time, we regret to inform you that a refund cannot be offered. However, we remain committed to resolving any outstanding issues and providing the level of service our customers expect and deserve.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21265516
  
  I am rejecting this response because as stated, I cancelled my account and already paid a $200 fee in doing so, as per the terms of my contract. Offering to reschedule a service isnt a satisfactory resolution to this issue when Im not interested in the service!
  

  The issue here is that you charged me for services that were not rendered, on an appointment that I did not confirm, and that the technician did not complete. Thats an administrative error on your end that youre asking me to bear the cost. I am not interested in a credit on my account when my account is closed. If youre unable to refund, perhaps theres a bigger issue for the BBB to investigate. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/20/2024

  We regret the concerns raised by our customer and appreciate the opportunity to clarify our procedures. Our policy is to send notifications to our customers three days before their scheduled service, providing them an opportunity to confirm or decline the appointment. If we do not receive a response, we interpret this as a passive confirmation, in accordance with our commitment to deliver the agreed-upon service.
  
  Upon the technician's arrival, we endeavor to treat as much of the property as is accessible. Should access to the entire property be restricted, we proactively contact the customer to arrange additional access or to reschedule, ensuring we can service areas that were initially inaccessible.
  
  It is important to note that, as per state regulations, the placement of any material at a property necessitates the issuance of a work order, which subsequently initiates a charge. This procedure is a standard practice across our industry.
  
  We pride ourselves on our 100% service guarantee, which means we offer free in between additional treatments when our customer informs us of pest activity in between regular service visits. Unfortunately, in this case, we were not afforded the opportunity to rectify the situation, and therefore, we are unable to offer a refund for the services provided.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21265516
  
  I am rejecting this response because the business practices are predatory and take advantage of customers. They are the type that the BBB is meant to flag for future customers. 
  
  >> "Our policy is to send notifications to our customers three days before their scheduled service, providing them an opportunity to confirm or decline the appointment. If we do not receive a response, we interpret this as a passive confirmation" is a way to charge people for services they did not confirm. It's not about service.  If it were about customer service you would issue a refund. 
  
  >> "Upon the technician's arrival, we endeavor to treat as much of the property as is accessible. Should access to the entire property be restricted, we proactively contact the customer to arrange additional access or to reschedule, ensuring we can service areas that were initially inaccessible."  ---> Prior to being contacted, I asked to cancel and close my account. Rescheduling is not an appropriate solution in this circumstance. 
  
  >> "It is important to note that, as per state regulations, the placement of any material at a property necessitates the issuance of a work order, which subsequently initiates a charge. This procedure is a standard practice across our industry."" --> Again, I did not confirm or authorize you to place ANY material on my property.  I did NOT confirm an appointment, my property was locked, and you should NOT have placed any material there. Why I was charged is still unclear other than this is a greedy business that has business practices that take advantage of customers. 
  
  >> "We pride ourselves on our 100% service guarantee, which means we offer free in between additional treatments when our customer informs us of pest activity in between regular service visits. Unfortunately, in this case, we were not afforded the opportunity to rectify the situation, and therefore, we are unable to offer a refund for the services provided."  ---> I am asking for a refund for services that you DID NOT provide. You charged me for service that you were physically unable to complete and you have noted in your records and are willing to reschedule.  
  
  I am not going to settle for anything other than a refund. If the case needs to close unresolved, so be it. I'd like there to be a record on file of EcoShield's predatory business practices.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/30/2024

  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.

  This company came to my house unsolicited, yet included in their standard contract a waiver of the *** 3 day cooling off period rights because the issue was urgent or emergent. There was nothing urgent - They approached us and all of our neighbors. Saying it was urgent or emergent was misrepresenting the facts, and it's in their standard contract template. They also scheduled service in February for bug control. In Chicago winter. Not needed. I felt the service provided wasn't worth the $189 per visit and didn't match what they sold us on, so I cancelled in Nov23 by phone and in writing by e-mail. Sent them 4 e-mails with no replies. Charged a $200 cancellation fee. Already paid them $189 x 3 = $567 for very little service. Dispute paying a $200 cancellation fee for a contract we were coerced to sign and waive rights on. Called their customer service. No help. Tried to upsell me to continue the contract I already terminated. I would like the $200 fee waived, which includes refunding $94.50 of it that was already charged to our card.

  

  Business Response

  Date: 02/08/2024

  Hi *****,

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them and provide clarification. Attached is a copy of the Service Agreement for your reference and for the BBB's records. When you initially signed up for our services, we discussed the details of the annual quarterly subscription service plan, emphasizing the importance of maintaining a protective barrier around your home throughout the year.

  Regarding your cancellation call on 11/9/23, our records indicate that there were no reported issues with our services at that time. It appears that your decision to cancel was primarily driven by a desire to reduce expenses. In response, our team member offered you a 50% discount on the next billable service and reduced the recurring price down to $119. We strive to accommodate our customers' needs while also upholding their commitment to the annual plan they've agreed to. Regarding the $200 annual commitment discount payback, we regret to inform you that we are unable to waive this charge. This discount was provided to you as an incentive for agreeing to complete the annual service plan. Regarding the $94.50 charge, our records indicate that this was not a charge but rather another discount applied by our team. If there has been a misunderstanding, we kindly request that you provide a screenshot of your bank statement showing the charge for further review.

  If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to assist you.

• Initial Complaint

  Date:01/18/2024

  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.

  Services were not provided as stated in the contract. Had several issues with the services after the first few months. The time spent at my property was *********** each visit. I have cameras all over my property & when I told them this they sent a tech to do a touch up service. Still not acceptable.When I called to complain AGAIN I stated that the tech was only on my property for 5 minutes, to cancel my account & that I refused to pay the last bill based on services not properly rendered. I now have a collections account for a whopping $150. It's a matter of principle at this point. There is no corporate office to ****************** service just leaves you on hold forever.

  

  Business Response

  Date: 01/19/2024

  Hello

   

  I have reviewed your account thoroughly from over the past year. It looks like we have been contacting you about 3 times each every three months since you started with us in 2022 with no response. 

  We have only received 2 responses from you. 1 back in July and 1 in October about this matter. Back in August, you informed us that the service was not up to your standard. So we went ahead and sent a tech out to rectify because we want you to be pleased with our service. You did turn that tech away. 2 weeks later, we came back out to try to rectify again. We were able to service. You requested for that tech to be the only one who services your home and we accommodated that with a note in your account.

   

  From August to October, no communication from you even though your bill was past due. We sent numerous emails and texts that you opened. They let you know how to pay and also offered discounts to help out. They also let you know that since balance wasnt received in over 80 days, that you would be sent to collections. That was open as well with no responses.

   

  In October, you responded to us via text stating that you wanted to cancel services and speak with us. You did not pick up the phone after many attempts to call to sort this out. 

   

  Once you did reach back out, you requested to speak to Corporate. Our corporate is our HR, Payroll, Recruiting ect team. They would not be able to help you as discussed. You told our reps that you did not want to speak to local which is the only department that could help you. We let you know of this as well as the past due balance again and collections.

   

  Heard nothing from you again til just now.

   

  At this time, we will not be refunding you for any services. We have completed services fully at your home. The one time you expressed an issue, we rectified immediately with no complaint from you.

   

  After every service, your account has gone past due due to your card declining. That has happened a total of 5 times. We have waived many late charges and even reduced your service amount awhile back to help you out with your financial issue.

   

  We will not be paying you $1800. The most we ever collected has been $843 from you over the course of 1.5 years. We will not be refunding this either as well as the collections too. 

   

  We have done our best to contact you and make you aware of everything with only to be met with silence.

   

  Thank you for your time and i hope you have a great day.

   

• Initial Complaint

  Date:12/08/2023

  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.

  In June 2023 a man knocked on our door soliciting ** to sign up for pest control services. He was ****** friendly like a used car salesman. I was alone with my infant daughter so I had my hands full. Before I could say not interested he was already in our backyard "assessing our needs". I was 100% not interested but he was again he was very pushy. To get him to leave, I reluctantly allowed them to spray and get out. What I did not know was I was unknowingly signing up for a quarterly subscription that was not cancellable without a 200 dollar fee. I immediately called to cancel and spent hours on the phone navigating the call center and speaking with an agent who clearly is instructed to not take no for an answer. In the end, after several conservation's I was able to cancel my account without paying the "penalty", or so I thought. I was so frustrated by these tactics and whole experience, I called ********** and asked if they would refund my initial 159 dollar payment for that one time visit. My chase sapphire card has good protections for things like this and my charge was refunded. However, I recently received an email on 11/28 from company asking to pay them 159 dollars or they would send to a 3rd party collections agency. Please help me resolve this issue. My credit score is always >800 and I have no interest in paying these shady people. They already got my one time payment and how is it even legal to ask for more, when no services have been provided. Thanks

  

  Business Response

  Date: 12/11/2023

  BBB,

  
  Thank you for bringing this matter to our attention. After reviewing ************************ account, I believe I can provide some clarity on this situation. I can confirm that the $200 annual discount repayment was indeed waived, as ******************** had asserted. The $159 that is left on their account is because his Chase Saphire card indeed was able to cancel the payment that was collected for the service completed on 6/28/2023. This dispute by the customer's credit card company resulted in the $159 payment on 6/29/23 being reversed and leaving a balance on the account. The $159 on the account is for the initial service that was completed on 6/28/23.
  While we fully understand the customer's frustration with the entire situation, the $159 for the completed service would be considered owed. Failure to settle this outstanding amount could result in it being sent to collections. We appreciate your understanding in this matter. If you or ******************** have any further questions or concerns, please feel free to reach out.