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:06/15/2023

  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.

  Last August, a sales rep for EcoShield came to our door and said they were offering a special for services since they were already in our neighborhood for other clients. The rep said they were a local company (which we now know is not true) that worked with many of our neighbors. During this conversation, there was no explanation of any of the terms of the contract. I certainly was never told it was a 2 year contract. They had me sign on a phone, which I couldn't clearly see. I called today to cancel services because we haven't seen any difference in pests since we started, so we determined it wasn't worth the cost. They told me I would have to pay the $150 "discount" offered initially, which was in fine print on the contract that was not clearly explained nor made visible. After reading other reviews, I am confident this company is scamming people. I agreed to pay the $150 because the customer service rep made me feel like there wasn't any other option but I believe I deserve a refund for that extra cost because they were purposely deceptive about it.

  

  Business Response

  Date: 06/20/2023

  BBB Chicago and N. ********
  
  Thank you for making us aware of this situation. While we are disappointed that the customer did not see the value in their service, we want to ensure them that we do everything we can to be upfront and honest about how we handle agreements. I have provided the initial service agreement as well as the Service Customer Review that is completed before the initial service is completed. At this time we will not be issuing any refunds as the customer signed off two different times that they were aware that the discount would need to be paid back if the initial terms were not met.

• Initial Complaint

  Date:06/02/2023

  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.

  Their service is an absolute farce. Theyve come out 4 times and I still have bugs EVERYWHERE. Their non-toxic solution is fake and I am actually looking at a spider on my wall as I write this. To make matters worse, Ive already paid the business $1,200 and theyre trying to come after me for an additional $300 to cancel. This is fraud, and no person should ever use this service. Buyer beware! I demand they waive the $300 cancelation fee as this service is 100% fraud.

  

  Business Response

  Date: 06/05/2023

  Hello,
  
  Thank you for reaching out! I am so very sorry that you are still having activity. Pest control isnt absolute. Our main goal is to reduce population. I noticed that you havent had the interior of your home treated in quite awhile and I also noticed that you are due with for service. Most products out there only last 2-3 months and degrade with time. This is right about the time you will need your next ****************** Especially with the rise of temperature and humidity with the Summer ******* We would love to issue you a free service to help resolve any issues. Looks like you have only opted for that once so far. If you would like this please respond or feel free to reach out to our office. To date we have only charged you $800 for your service not $1200. Cancel fee on top of that would be $1,100.  As of now, your account has been settled and is closed.
  
  Thank you so much, 

  Customer Answer

  Date: 06/05/2023

   
  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:05/16/2023

  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 moved from ** in Feb 2023. I called ecoshield to inform them that I was no longer living there and to please transfer the service to my new home. They then informed me that they do not service in MA and they would cancel the contract which was simple enoug...which I thought. The new owners of the house called me and stated that a company called Ecoshield continued to show up at the house and try to spray. They continue to ask politely to leave, but they keep coming back to spray or sell. They really want this company to stop contacting them. I said I would call them to ask them to stop. When I called they informed me that I still owe money -- but told me the contract was cancelled. They have never sent me emails or tried to contact me. They never even sent me a copy of the "contract" which they say I signed. They also state that I had a service on March 3rd, but I was already moved. I asked for them to send me a picture of the initials stating that the service was done. I always initialed the guys machine when they came, but they said I didn't initial it and never do. But I always do as they always asked for permission. This whole company is the biggest scam EVER.

  

  Business Response

  Date: 05/18/2023

  Hi,
  
  I am so sorry we left you feeling this way. After further investigation into your account, we see that we serviced your home on 3/3/23. Our tech spoke with the homeowner at time of service.That person granted him access to the home to treat. We had no communication of a move until that actual appointment. He called the office and said that you wanted to cancel after the service he just provided due to you moving in a month.
  We did cancel your subscription at that time per your request on the phone. We also spoke to you about your agreement.We let you know that we dont service where you are moving to and that we will remove the cancel fee if you provide proof of the move. We let you know since we did render services on 3/3/23 that we could not refund you the fee for that. You did willingly accept service. That amount is still past due and will go to collections very soon if payment is not made. Same goes for the cancel fee if we do not get that proof.

   

  Attached is documentations of ** reaching out to contact you and the interaction with our tech and the office. 
  We have not heard from you since we discussed that on 3/6.
  
  We have reached out via email, phone call, mail, and text 4 times since then to close this matter. If you just provide proof of your move by these items below, we can certainly waive this fee.
  
  1)Bills or financial statements that show a change of address or newly started services at your new address, including: 
  Mail from a financial institution or a bank statement. 
  An internet, cable, phone, or other public utility (like gas or water) bill or service communication. This should show the date that your new utilities or services started. 
  2) **** ************** change of address confirmation letter that includes the mail forwarding date and the address the mail will be forwarded to. 
  3) Mortgage or rental document for your new address, including: 
  A mortgage deed that says the owner uses the property as a primary residence. 
  A rental or lease agreement that shows a start date at your new address. 
  4) A letter from a government organization, on official letterhead or stationery, that shows a change of address to your new address, including: 
  A Social Security statement. 
  A notice from SNAP (food stamps) or TANF (cash assistance) agency. 
  Mail from the ********** of ***** Vehicles (DMV). 
  Mail from the ************************ (IRS). 
  Mail from the Low ****************** Assistance Program (LIHEAP). 
  A voter registration card. 
  5) A letter from an insurance company, like a homeowners or renters policy statement, that includes your policy start date at your new address. This should be on official letterhead or stationery. 
  
  
  Feel free to send this info over to ******************************************** with your account number *******.
  
  Thank you for your business!And congrats on the move.

  
  

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December I called the customer service line for ********************** to request a cancellation of my services. The representative told me I couldnt cancel in December as I would have had to pay an additional fee. What was ultimately agreed to was that I would finish out a year of services which included my Jan 2023 spray and ***** 2023 spray. The representative and I came to an agreement that both the Jan and ***** services would be 50% off ($67/spray). After the ***** spray, I saw that I was billed for the full amount of $135 which is not what was agreed to. I called in mid-***** and was told that only 1 50% discount was noted in the file (which is not what was agreed to). I spoke with the representative in mid-***** and he told me I would be getting a refund. I have been checking my account and no refund was processed. I called customer service and was told no refund would be given since only 1 discount was noted in my file. I feel lied yo and defrauded. Not to mention Ive called 4 times and have been told something different each time Ive called. All I want is my $65 refund.

  

  Business Response

  Date: 05/03/2023

  Good morning,

  I first want to thank you for being an Ecoshield Customer. I wanted to attach the exact notes from the conversation in December 2022. Your service was originally due in December during this conversation, you agreed to take the **************** in January and then your ************* as regularly scheduled. In the attached notes, the 50% off service was for the *************** and that was applied through a coupon, but should have been against the $159 rate and not the discounted $135 rate. The second part was to continue service with a 15% discount to your original service price. That then reduced your service from $159 to $135 approximately. As you can see there is no mention of the 2nd service being reduced 50%. 

  Ecoshield did follow through on the agreed December conversation and therefore no compensation is required. 

  Regards,

   

  *****************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19982871
  
  I am rejecting this response because: per my conversation with a representative in March. He said his files did show the agreed upon 50% off for ******* and 50% off for March and that a refund would be processed. Ive called the customer service line several times and Ive been told different things by different representatives. At this point I just want my $65 dollars back that I was overcharged. I was trying to cancel when I called in December and in order to sell me 2 more services the representative offered me the 2 discounts. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/05/2023

  Good morning,

  I understand your point of view, but the company notes from your conversation is clear. Therefore, we will not be changing our position on the agreement from you and our call center back December. 

  Regards,

  Mark

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19982871
  
  I am rejecting this response because: Im confused why the notes from December differ from those in March and why its okay with you as a business to lie to your customers saying they are getting their money back. In any event if you feel this strongly about not returning the $65 I was overcharged then I will be sure to let all of the sites I can leave reviews on about how horrible this business is. Its sad that it had to come to this and so much time has been wasted on both ends, but I need to make sure to protect future customers from going through what I have with you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/28/2023

  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.

  There door to door sales told me a set price for the "yearly" service was ****** Never said 169 PER service. Called to cancel and they say I am locked in to a 12 month treatment plan and if I cancel will be $200.00.They never schedule service and would just show up when ever they like to. When I called to schedule service would come a few days later??? WTF! There customer service is in other countries that barley speak English and just read off of a scrip. Only got one indoor treatment and was the same product you can by from any local hardware store. I requested the SDS/MSDS of the product if you would like to see.SCAMMERS DO NOT HIRE THIS SERVICE! DO NOT STEP FOOT ON MY PROPERTY!!!

  

  Business Response

  Date: 04/28/2023

  Hello

   

  I am so sorry we made you feel this way. I have provided your Service Agreement, your Checklist Review ( that was done on the day of the service) and a snippet of your account showing that we sent these documents to your email once signed. Also it shows how many times the email has been opened. All these documents show that service was agreed upon at $165/Service for a 12 month contract. This also shows proof of the agreement being sent to your email and that email opening the said agreement. 

   

  The reason your account was just closed with us was due to a diluent balance that was agreed upon paying at a reduced price due to the misinterpretation of our service price. We serviced your home at this reduced price with your agreement to avoid the cancel fee to work with you. Then we canceled the account once it wasn't paid.

  The account is now paid up and it is closed.

   

  Thank you for your time. 

   

• Initial Complaint

  Date:03/24/2023

  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 rep from Ecoshield come to my house promoting pest control. One of the perks he used was to try it out and can be cancelled at any time if you at least get the first spraying done. however now that I need to cancel they are saying that they have to charge a early cancellation fee of 250! At first he said 350 until I got upset. then he offered I need to go another year at a discounted rate of 140 then I would be able to cancel. He could not give me anything in writing that states this process and its not listed on the contract. This company is scamming us and we cannot even verify if they are truly putting product down they are literally here only 10 min.

  

  Business Response

  Date: 04/03/2023

  Hi BBB,

  Thank you for bringing this to our attention. I have reviewed the customers account and reviewed her agreement and contract review. It appears that customer was given a $250 discount at the time of their initial service. The agreement states that if the customer does not fulfil the terms of the agreement, they would be responsible for paying back the discounted amount. The customer signed and initialed the agreement and the service review. Per the terms of the agreement, the $250 discount would be owed and will not be removed.

• Initial Complaint

  Date:03/24/2023

  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.

  They keep trying to collect $199 from me for a service that they told me would be free. They continuously go to a different house to perform the service and then are trying to make me pay for the service. I have called multiple times and have spoken to a manager who said I would not be charged, yet I am getting called again to pay $199 even though I was told I would not have to pay it.

  

  Business Response

  Date: 04/03/2023

  BBB of N. Illinois and Chicago,
  
  I have reviewed the complaint that was filed by the customer, and it appears her request for the waiving of $199 was completed on 3/6/2023. Thank you for bringing this to our attention. At this time, this matter is closed on our end.

• Initial Complaint

  Date:02/16/2023

  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.

  We were misinformed when we signed up when they said the first payment was a two part visit. The salesperson said one thing and then the company said another. A manager was to call and did not. Asked for bait boxes twice and received none. Was told the next visit would pay off the $150 discount and now Im receiving a bill for $150 to cancel. Very unfortunate company to have dealt with. Looking for the $150 cancellation fee to be waived due to a lack of service and miscommunication from their sales rep.

  

  Business Response

  Date: 02/23/2023

  Hi ***,

   

  Thank you for bringing this matter to our attention. I have carefully examined the customer's account and the agreements that were signed. Although there appears to be some confusion regarding our second service, our payment schedule was clearly outlined in the signed agreement (please refer to the attached document).

  
  As per the agreement, any additional services requested beyond the regular schedule were complimentary. Regrettably, based on the customer's cancellation request, it appears that the cancellation was due to cost-related issues, and we are unable to waive the fee to recover the initial discounted service.
  Please let us know if you have any further questions or concerns

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *******************/Ecoshield solicited a Pest Control program on 8/18/2022 at our home. We initially said no, we do not have an issue inside. He said they also service properties outside. We had a growing ant population in our ************** along our fence. He agreed to spray the entire yard for ************ for spiders & knock back any webs. A 1 year program - cancel any time, with the understanding that there would obviously be no visits in the winter months in **.1st visit next day by **** and ** his trainee. Noticed that they sprayed only along the perimeter of our home. Approached **** to review our agreement. We could see on our cameras that he spoke with the trainee who went a few feet further but then shook his head and walked off. I called ******************* to address - no response.On 9/23/22 ******** provided the 6w 2nd application. He specifically said they do NOT do yards or fence, just 5' perimeter of the house. He agreed to lay granules in the yard this one time, and he knocked back the webs on our fence. Once again called ******************* who now had no voicemail. Called the ************* number - no answer. Called the 800# and was informed they do NOT do yards, but would talk to a manager about my agreement. ***************************/Ecoshield Manager noted our account indicating that the yard/fence line would be included. Account indicated next visit for Dec. She postponed per my agreement - no winter appts in ** for yard only agreement. She applied a $25 coupon to the account for my trouble.1/27/23 Received notifies of Ecoshield visit for 1/31/23. I replied 2x to reschedule to March when there is no snow. Received call from obnoxious woman who said they were coming, it cannot be postponed. Reminded her that our agreement is for the YARD, and there is 5" of snow. Also, the ******************* have since verified in writing that EcoShield did not obtain the required permit for door to door solicitation which is a misdemeanor crime. My account is now closed, with $175 due.

  

  Business Response

  Date: 02/23/2023

  Hi *******,

   

  We appreciate you bringing this situation to our attention, and we sincerely apologize for the miscommunication that occurred between our sales representative and the customer. After careful review of the matter, we understand that the customer misunderstood our service offerings and believed that we serviced entire yards. We regret any inconvenience this may have caused the customer. In light of the circumstances, we have decided to remove the $150 fee to reimburse the discount provided during the initial service. We value our customers and want to ensure that their needs are met with the utmost care and attention. Please do not hesitate to contact us if you have any further questions or concerns.

   

  Customer Answer

  Date: 02/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the removal of the $175 overcharge and closing the account is satisfactory to me.

  There was NO confusion.  EcoShield illegally solicits customers door to door with no permit to do so, and with high pressure tactics.  We dismissed their salesperson, *******************, telling him we do not have a pest problem inside.  He came back an hour later assuring us that EcoShield will absolutely treat our entire 1/4 acre lot with granules for ants, AND spray our entire perimeter fence and remove all the spiders/webs thereon.  We have 2 witnesses to this blatant lie.  The EcoShield employees who carry out the treatments seem to be VERY familiar with the misrepresentations of their Salespeople, and try their best to make it right.  We tried to contact the Salesperson with each visit to address.  Zero response.  We tried calling EcoShield corporate 800# but encountered only obnoxious customer service reps who are defiant and treat valuable customers like they are high pressure debt collectors. Disgusting.

  Thank you for your intervention BBB.  Appreciate you!

  
  ***********************************

• Initial Complaint

  Date:01/23/2023

  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.

  7/30/22-11/16/22 - This business could not be more of a scam, and I've never had a business experience like this before in my life. A young door to door salesman came by pitching pest control that many others in our neighborhood were getting. We had just relocated and were settling in. Details of what would be done and when were not made clear by the salesperson, and we asked that ABSOLUTELY NO SERVICE be done that first day they were there, as it was our block party and families would be playing on our yard and we didn't want any pesticides on our yard our house. The sales person said no problem, and that they would just conduct the first service when they were in the neighborhood next time. I did pay up front for the first month/service ($199) which would then be conducted quarterly after that. Less than 3 weeks later they returned to conduct their first service, which they now say is their second, but charged me another $200, so $400 within 30 days. I asked to speak to the salesperson that called on me to verify that I said i did not want any service that first day EcoShield says they are not able to connect us with salespeople. Now i continue to get calls from the billing department and that is all. They say sales people are seasonal employees and customer service manages the claims. Its like talking to a call center where you have the same conversation 100x over and over with a different person each time. Because I could not speak to a sales person/owner or anyone outside the billing department, i asked my account be shut off and I have an email from them confirming my account was closed. 4 months later they are now threatening me to go to collections saying i owe another $200 for a cancellation fee. I get non-stop calls at all hours of the day from their billing and department badgering me without any discussion with a single salesperson to which they respond we can't guarantee that. I'm not sure how they continue to be allowed to scam people day after day.

  

  Business Response

  Date: 02/03/2023

  
  Thank you for bringing this to our attention. Our goal is to provide fast, friendly, and transparent service to our customers. It saddens me that the customer did not have that experience. I have reviewed their account and have waived the $200 repayment of the initial service discount