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:01/22/2023

  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.

  A door to door salesman came to our house and signed us up for 1 year of pest control service. After 2 of our 4 applications we tried to cancel because our pest problem got significantly worse after their applications. Specifically their application **** more spiders into our house and yard. We called and they said that we had to do one more application on 10/19/22 in order to fulfill our contract, then we would not owe any more money. If we cancelled early we were told there was $181 cancellation fee, so we chose to pay for the final agreed upon application on 10/19/22. We paid $169 on 10/19/22 and were able to see a completion of contract message on their website. We thought at this point we were done with the company. In January of 2023 we received a voicemail stating that we needed to pay a cancellation fee. Upon immediately calling back we received an automated message that they were closed. This happened several more times during the first weeks of January. They were always closed when we immediately returned their call. We were finally able to reach them after leaving work early on two separate occasions. The first day they refused to help and refused to let us speak to a manager. The second time they refused to help and insisted that we must pay the cancellation fee. Upon entering our account now, we are unable to see the completed payment message we had before and get an error message every time we try to open our initial contract. We were never given a paper copy of that contract as initially agreed upon, I would like help removing the cancellation charge and help ensuring that this company does not try to get any more money from me in the future as we have paid for all agreed upon work this far.

  

  Business Response

  Date: 01/23/2023

  Hello *****,
  
  I do apologize for your experience.
  I have attached your Service Agreement. We created these agreements in order for our customers to understand our services better. As you can see, it does state a cancelation charge if you cancel before your agreement is up. You signed a 12 month agreement on 6/28/22. We cancelled your account on 1/5/23 due to no contact with documented phone calls, emails, and texts. We were able to get in touch with you on 1/8/23 after we sent a past due notice. At that time you spoke to two representatives that both stated the charge back fee will not be removed. I am very sorry you still have activity, and we could of solved your issue if you continued services with us. Pest control isnt 100% and it takes more than 3 applications to get rid of if you have an infestation.
  
  Please see document attached that state the cancel fee with your signature.
  
  
  Thank you here...

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  In July of 2022, a sales rep came to our door soliciting a service for residents' yards. The pricing seemed reasonable, but as I suspected the pricing was too good to be true. It was just a way for the sales rep to make the sale. The sales rep lied about the price, double charged us, and then never refunded us the $155 he promised. Worse yet we ended up with a insects inside our house, and our pets got sick. I called the sales rep and told him not only do I want a refund because you lied about how much the service cost but double charged us, I never want your company to return to my property as you actually made a problem and got my pets sick. The sales rep stated that he must've mistakenly explained how the treatment process works as often times surface level activity of insects will increase initially, but trust him in that on the following treatments the insects will be eradicated. I stated I don't believe you as you double charged us already, and the sales rep said he would provide us a refund and cease treatment. before resolving the issue Ecoshield sent out another technician without our approval to treat our yard, and I had step out of a conference meeting as my security cameras kept sending alarm to my phone about an intruder on my premises and tell him to stop. Whatever little the technician did without our approval caused even more insects to bleed into our house. What Ecoshield promised compared to what happened was the exact opposite. The pricing was a lie. The commitment by them to reimburse us regarding the rep lying about the pricing was a lie. What the service treatment was supposed to compared to what it did do was the exact opposite. Now they charged a cancellation fee, call, and send emails on top of it despite me calling them about my complaint, providing proof of the sales rep's ***** in email to them. At this point asking to waive my fee as Ecoshield never reimbursed me anyway, close my account like they promised, and never contact me again.

  

  Business Response

  Date: 01/13/2023

  Hello, 

  I do apologize that we left you feeling this way. We do pride ourselves in our customer service. We want to leave every customer feeling like family.

  We have reached our to that reps ******* to escalate your complaint.

   

  With that, I did attach two documents singed by the account holder. The Check List Review document goes over in depth how *****************. That there will be an increase in activity, that there is a billable egg cycle appointment 30 days later, and that this was not a one time treatment. 

  As far as your Service Agreement goes, it states the approximate month we will be out and that we will send reminders letting you know when we will be out. If that didn't work for you all you had to do was reach out. It also states that if you cancel before the agreed time, there will be a cancel fee.

  Your account is closed out. All that is owed is your cancel amount of $150. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18708034

  Thank you for closing the account. I wouldn't expect you not to when a client request that, duh. Kind of illegal. 
  
  I am rejecting this response in partiality because: 1. Those clearly are not my signed initials. My name is *********************** (**), not OE which makes me think even worse you had my son or someone else initial something he was unaware of when I was not there and you played it off by saying your father signed some document his initials are not even on the signature line but somewhere off the side of the page two days prior on 7/16/22.  2. You still take no accountability for your sales representative misrepresenting the actual service, texting an apology admittedly because he did so, and promising a refund on the additional charge we shouldn't have incurred based off his encumbrance which I sent you proof of. If you were truly as apologetic as you say you are you would hold to your end of the bargain as an organization who's representative said I would receive a refund for an additional charge just as much as you are asking me to hold up my end of a document that was clearly signed by someone else between the 16th and 18th. 

  We were charged an additional $155. We should receive a refund for that as you representative said we would. It can't be financial solvable to only your benefit when your rep said we would receive a refund for an additional charge he took ownership of the miscommunication. which he knows **** well what he did. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2023

  Hello,

   

  After reviewing your account we would like to meet you half way. We are not able to refund a service that was already provided. But we certainly can remove your cancel fee and avoid being sent to collections. We would like to also offer you one last complementary service to get rid of any other issues you do have. If you would like to do so, please reach us at ************ option 2 so we can get that started.

   

  Thank you

  Customer Answer

  Date: 01/28/2023

   
  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:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 3 appointments and this process did not work. They overcharged me for these appointments and when I called and emailed and texted them they proceeded to threaten me with collections. On top of that, I told them to please not call me again and waive my $150 termination fee. They agreed, then proceeded to send me letters and e-mails threatening to send me to collections. I also was called when I was on vacation and my wedding day to try and collect the money as well. This business has been so terrible to me and harassed me for the better part of 5 months. I am done with them and am refusing to pay the $150 cancelation fee.

  

  Business Response

  Date: 12/30/2022

  Hello Joren,

   

  Thank you for bringing this situation to our attention. I have reviewed the account and want to apologize for the experience the customer has experienced. While the $150 charge on the account is a chargeback for the discount given at the initial service, the communication issues are unacceptable. I have taken care of the charge on the account at the local level and it is now clear.

  Customer Answer

  Date: 01/05/2023

   
  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:12/24/2022

  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.

  A.R.M. Solutions, ************************************************************************* Central LLC, ***************************************************. Letter received from A.R.M. solutions dated December 14th, 2022 regarding agency account number *********. They claim that I am delinquent for $200 as of 9/28/2022. I've received no billing prior to this claim. In September '22, Sabian of Ecoshield solicited me with a discounted price to begin pest control service at my home despite the clear postings in my subdivision forbidding solicitation. He disarmed me claiming my neighbor, whom he listed by name, was a long term customer. I learned later this was false. The service was performed and they suggested we have rodent activity in the attic. Employee *************************, inspected the attic later that week. He presented my spouse with an estimate to replace the attic insulation, claiming our existing insulation was not up to code and that there was significant damage in the attic. The following week a licensed roofer/contractor and wildlife removal expert inspected the attic, and reported my attic insulation is consistent with code and not damaged beyond cosmetic. I left a message with ****** telling him that I was no longer comfortable doing business with EcoShield due to practices described above. For the rest of the day both my spouse and I were barraged with calls from an overseas call center trying to lower the price so we would remain customers. They were aggressive and would not accept that I had told Sabian we were done. I texted Sabian 9/28/22 asking him to make the calls stop. I did not hear back but received no further calls. I have received NO billing correspondence regarding the $200 balance claimed. If I had I would have immediately addressed them. I have a spotless credit record and a documented history of paying all bills in full and on time, so EcoShield turning this matter over to a collection firm is both premature and unwarranted. .

  

  Business Response

  Date: 12/30/2022

  Hi *****,

   

  Thank you for taking the time to relay your experience with us. We want to sincerely apologize for the experience you have had. We went ahead and waived the $200 balance on our end. It may take **** business days for ARM Solutions to update their records and stop the emails. Your account is closed and there are no other invoices.

  Customer Answer

  Date: 01/05/2023

   
  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:12/14/2022

  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.

  Date: 9/2021 - 12/2022 Cost: $400 ************************* was not proerly performed. We had ongoing issues - every time we called to say things didnt seem to be resolved they said they didnt know why. Then we hired another company who instantly saw that the work wasn't done. EcoShiled finaly admitted fault and against our will sent someone out to do the service overtop of the other companies' work. After months of complaints, they admitted multiple faults but would not refund us - said they could only come service if we had issues becuase it was a year long contract. We canceled all services, and requested no more calls. They continued to harrass us about why we canceled etc. Then this October, someone showed up at our house without prior approval of any kind and walked our proerty which they then sent a $400 bill for claiming it was the annual exclusion service. After 2 months of calls, trying to speak to someone, after customre reps have admitted they can see we shoudlnt be charged, no one is able to remove this bill, no manager will call me back, and I am now receiving collection threats on this $400 charge which I refuse to pay. Please help.Account Number: ****** *******************, *************** ******************************************************

  

  Business Response

  Date: 12/16/2022

  Hi ***, 
  
  Thank you so much for taking the time to bring this to our attention. We want to sincerely apologize for any possible mistakes we have made as a company. We understand that the annual renewal and fees weren't explained to you and we apologize for that. We have waived the fees on the account. As of now, 12/16, your account is closed with no further fees due. If there is anything else we can do for you, please let us know. Thank you.

• Initial Complaint

  Date:12/14/2022

  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.

  **************** for pest control. Service was not done that had been agreed upon. Called to complain. Said they sent someone out to do another service on 9/29 when in fact no one was sent out and no service was completed. I called for a refund and cancelation as they were obviously not a reliable company. I have called for a refund of $168.54 and a cancelation on the following dates;10/5, 10/12, 11/16, 12/4, and 12/14 To date, I still have not been refunded.

  

  Business Response

  Date: 12/21/2022

  Hello,

   

  The balance on the account for $168.54 is for the service performed on 10/19/22. We went ahead and waived the $212 annual commitment discount payback, due to the experience, but we would need to receive payment for services rendered.

• Initial Complaint

  Date:11/17/2022

  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.

  I signed up for a quarterly service when someone stopped by, but the company has been incredibly incompetent in scheduling and harasses me regularly. They show up on their own schedule and repeatedly call my phone despite several conversations asking them to use email or text. I asked you since I signed up not to call me during the day, but you always call at your convenience - often multiple times in a row. This is commonly referred to as harassment in 2022, when text and email are preferred methods of communication for a vast majority of working Americans They scheduled an appointment for last Friday, but someone came by Monday by mistake. Simple mistake, but they called several times (at least )4 as I was in a meeting with a client. This is unacceptable as I warned them various times not to blow up my phone during the workday. I fired them for this ongoing harassment.Despite not entering my home, they charged me for completed service as if they had. The mistake on the schedule was theirs, so they had no right to charge me when showing up on a day we DID NOT have scheduled.I called to fire them immediately for the stated reasons (incompetent schedule, showing up unannounced, harassing me on the phone, and charging me without authorization. I also refuted the charge on my card since they never entered my home to provide the service. They are not competent or professional enough to meet the standard we agreed to and I would not trust them in the future. Unfortunately, they continue to call me and harass me every day. They ignore my messages to plainly leave me alone and try to offer me ridiculous offers like "$50 off the next service". They seem to think I have to move forward with their quarterly service, but I do not allow contractors to harass me and I consider any agreement null and void once they do. As a consumer I have a right to fire them for the ongoing incompetence.Please just ask them to leave me alone.

  

  Business Response

  Date: 12/04/2022

  Thank you for making us aware of this customers complaint. We are disappointed that the customer no longer wishes to use our services because of our aim to communicate. While we certainly want to meet our customers requests when at all possible, we would rather over communicate than not communicate. We will make sure that we remove the early termination chargeback and refrain from contacting the customer moving forward. There is no other balance on the account.

• Initial Complaint

  Date:11/16/2022

  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.

  EcoShield is claiming services that never took place. They are also claiming money owed that was not told to me and now sending it all to collections and ruining my credit

  

  Business Response

  Date: 12/04/2022

  Thank you for bringing this to our attention. We have reviewed the customers concern and found both valid agreements as well as completed work orders to support the charges to the customers account. Unfortunately we would not be able to make any balance adjustments at this time. Thank you again for alerting us to the customers concern.

• Initial Complaint

  Date:10/23/2022

  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.

  We were approached by an unsolicited EcoShield rep who came to our door. I thought it would have been a good idea to give them a try as a few neighbors had recently booked their surfaces. The rep was very pushy and continued to discount in order to get me to sign the contract. I explained we had an issues with grasshoppers and ants as well as wasp nests that were dry and left over on the exterior of the house. He pulled and pamphlet out and displayed all of that would Be covered and more like mice and most other intruders. I decided to sign the contract on the spot and start their services. So far it has been nothing but a disappointment. When I texted to get someone out to treat the grasshoppers in the grass I was told EcoShield did not treat grasshoppers and to look over it as they are not harmless. They completely forgot about the old wasp nests and had to get them back out here to do that and remove the webs. The ant population remained the same. And most recently I thought I would take advantage to treat for mice as the cold season approaches it took about 3 weeks from the time I got ahold of them for them to come out and look thats all you sign up for. They come and look and then email you a $1000+ estimate if you want the service done. No treatment just more add ons. If I could cancel immediately and avoid paying the cancellation fee I would.

  

  Business Response

  Date: 10/28/2022

  Hi ******,

   

  Thank you for bringing this to our attention. I have reviewed the customers account and looked into their concerns. It appears that the customers issues with pests are in his yard, aside from the wasps nests. While it is unfortunate that we missed some of the wasps nests around the home we provided a touch up service to rectify the mistake. As for the pests in his yard, as a *************** control company our goal to keep pests outside of the home. Our service does guarantee that if a pest comes in the home we will come back out to take care of it. In the case of rodents, we will bait for mice to take care of any that get inside the home, however we do offer additional service to prevent them from gaining access to the home. I am sorry for any miscommunication between the customer and the sales rep, but at this time we have honored our agreement and would not be able to waive the return of the discounted initial service.

• Initial Complaint

  Date:10/23/2022

  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 hired ecoshield on 5/20 to maintain pest control at my home. Ecoshield made multiple guarantees including the elimination of common pests using organic pesticides, and agreed to waiving the cancelation fee given our hesitation to commit to a service offered through a man soliciting on our doorstep. In addition, they committed to removing spider webs on my window ***** and a wasps nest which they pointed out on our window. The initial application and service was insufficient as the wasps nest was not removed, nor were the spider webs. A technician did return upon request to take care of the wasps nest, but the spider webs remained. I have been asked to pay an $150 cancellation fee to sever the contract with Ecoshield. I don't believe that Ecoshield has complied with their portion of the contract and offered sufficient service. They've never completely dealt with the issues at hand or fully completed a service, I don't believe I should be liable for the $150 fee. In addition to that, the representative on the phone told me that had no notes in our contract with the agreement to waive the cancelation fee, which is an error as well.

  

  Business Response

  Date: 10/26/2022

  ****************,

  Thank you for giving me an opportunity to answer your questions. Ecoshield like ******** control company does not guarantee pest elimination. The pest control industry, controls pests and not eliminates. As you can expect pests are a mobile animal and even with treating you may experience certain levels of co-habitation in your environment. Ecoshield expects that during the peak times that there will be times we have different issues arise at customer's homes. This is the reason why when we start the service we complete 2 services back to back in order to maintain and institute a higher level of treatment. In your case you requested an extra service prior to your 2nd visit approximately 30 days from your initial. We completed that extra service which is included in your service agreement. Unfortunately, you did not even accept after that your ************************************************************************** the first treatment it is expected at times to see an increase in pest activity as they come in contact with our products and attempt to find another location to either habitate or enter the premises. 

  Spiders are a carnivorous pest and when their food decreases you will see a decrease in their population. Without fully allowing our services to start impacting the food sources or other pests around your home, the expectation of the spiders and spider webs decreasing is not an expected result. 

  If you continued the services as described to you, the level of issues would have decreased normally over time as the products used would start having the impact on the populations contributing to the spiders around your home.

  During the initial service agreement offer, the cancellation could have been removed by the sales consultant had that been discussed and approved by the consultant's manager. The cancellation fee was included as normal, and part of the initial sale and your acceptance and signature of this agreement. As in the case of all sales we initiate with our customers, you do have the 3 day right of recission to cancel the agreement with full return of your initial investment. As you did not initiate this right, we in good faith executed the agreement for the 12 month period you agreed to. 

  So, I am sorry you chose to discontinue the agreement without giving the service the full time frame to benefit your home, the cancellation fee will remain in effect and it is due.

  If you wish to continue the service as agreed upon. Eocshield would be glad to re-instate your service and move forward with protecting your home.

  Please let us know if you wish to restart your service, otherwise, the early cancellation fee will remain in effect.

   

  Regards,

   

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

  General Manager