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:10/10/2024

  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 6-17 I agreed to a pest service that says you can cancel within 3 business days. Cost was $189.00. I canceled the next day and they still refuse to return the money they took after canceling. I have everything in writing . So either they need to return the money OR change their language in their contract . Its mis leading to consumers. Thank you

  

  Business Response

  Date: 10/10/2024

  Hi Anthony, 
  
  Thank you for reaching out with your concerns. I want to apologize if our verbiage became confusing at any point. The point to the three-day right is to let you know you can cancel your account with no fees at the time of closing. You are responsible for all service charges no matter when they are rendered. We are unable to refund the service charge, but your account is closed and you were not charges a cancellation fee. If there is anything else we can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22405653, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Anthony Boulse
  

  

  Business Response

  Date: 10/14/2024

  I have attached and highlighted in the agreement where it clearly states "However, I acknowledge that if I cancel this Agreement within the three-day period after the Initial Service has been performed, the cost of my Initial Service will not be refunded." This was initialed by the customer. 

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and these sheets if a service they provided is false. I have cameras at home and they made that sheet up. So even if I don’t get the money back they did no service . This is so people know what they really do  Thanks 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Anthony Boulse
  

• Initial Complaint

  Date:09/30/2024

  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 salesman came to our door selling pest control. The salesmans name is ****** and he stated to me and my wife that EcoShield was offering a $189 introductory price for three months of pest control and we could cancel the service after the three month trial date expires with no issues. We agreed and paid the $189 for three months of service. The following month, EcoShield arrived and spent about 10 minutes at our residence, only outside. They did not come inside to spray like they did the first time. My wife and I agreed that was why the price was so cheap. That was not the case! EcoShield proceeded to charge us $189 for the follow-up visit. I called EcoShield and pushed back on the charge since salesman clearly stated that there was only a one time price of $189 for three months of service. The representative stated that EcoShield has a problem with their sales team misrepresenting the companys service and they are aware of it. That was the best explanation EcoShield would give me and that I was on the hook for the $189 second visit and if I wanted to cancel a contract that I was unaware of, it would be an additional $150 to cancel early. The salesman(Cayman) apparently set us up for a 24 month contract. Now I am getting calls constantly from EcoShield wanting money for a fraudulent contract and emails stating that they are going to contact a third party company to send me to a collection agency. This is a very unfair practice and deceptive!

  

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 22361574, and find that this response/resolution is satisfactory to me. 
  
  
  
  
  
  

  
  

  Regards,

  
  

  James Rodriguez

• Initial Complaint

  Date:09/17/2024

  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.

  Eco Shield is not transparent with their terms or payment information. I was never told about a second charge & was not informed that we would be in a 24 month contract. Their door to door sales people are poorly trained. I should not have to have a law degree to understand what I am paying for. I listened to the sales person & agreed to what he told me which did not line up to the terms I was sent via text/email. This feels dishonest and sneaky. I have also continued to have a bug issues regardless of the treatment. When I have called to speak on this, the sales person gave me the incorrect number and caused me to waste even more time. I wouldn't recommend this company but would recommend finding a local company that will be clear & well informed on what services they are providing. We were also promised ******* cleaned out which never happened. Overall disappointed in every angle of this company minus the techs who have all been very kind and respectful. The only thing we would want to see resolved is to be refunded the second payment of $189 which was not explained to us on the day we booked this service.

  

  Business Response

  Date: 10/16/2024

  Hi ******,
  
  Thank you for reaching out to us with your concerns. I want to sincerely apologize for any possible miscommunication during sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded "Yes" to that message. The screenshots of these messages from your account are pasted with this response.Given the situation, I am truly empathetic and understand where you are coming from. However, we unfortunately will mot be able to refund for the services since the text message outlines the egg cycle being billable, and you acknowledging it. Please let me know if there is anything else we can do.
  
  Best,

• Initial Complaint

  Date:09/06/2024

  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 6/12/24, Dalis with Ecoshield Pest Solutions, knocked on the door of my 90 year old Mother to sell her pest control services. Ill add that my Mother, though she does live alone, is in the very early stages of dementia. What she remembers about this is that she was told they would treat for ants, which is the only issue shes ever had. She wrote a check for $180 for this treatment. She doesnt remember signing any kind of contract, though they did email me a contract with her signature when I asked for a copy of this. Also to note, her EXACT signature is in 3 different places on this contract. There is absolutely NO WAY she would have the exact signature 3 times as shes very shaky, which says to me theyve copied her original signature. Theres also a box noting her initials which have been typed, not written by her. In Aug, I was balancing her checkbook and noticed a credit card transaction for $180 to Ecoshield. When I asked her about this, she had no recollection how this happened. After some digging I found she received a letter from them telling her she had a past due balance. After showing her the letter, she remembered calling the phone number on it and was intimidated by whoever it was she was talking to, so she gave them her credit card number, thus the additional charge. She doesnt remember anyone coming out to do this 2nd treatment, nor did she know thered be a 2nd treatment.She says she also told them not to do any more treatments. Today I received an email from them (they had my email address from previously sending me a copy of the contract) stating they havent been able to successfully run payment for your recent invoice. Upon looking this up on their Customer Portal, it shows an invoice for a $250 cancellation fee. Apparently theyre cancelling future services, but penalizing her. Horrible business practice to take advantage of elderly people, she wont be paying this fee.

  

  Business Response

  Date: 10/05/2024

  Dear Diane,

  Thank you for bringing your concerns to our attention. We understand the situation and have taken steps to address it.
  
  We have waived the Annual Commitment Discount Payback fee of $250, so there is no further balance due. Additionally, our team visited last week for a complimentary touch-up service. We’d appreciate it if you could let us know if you've noticed any changes in pest activity since then.
  
  Please feel free to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 10/16/2024

  The account has been credited but I’ve never had any kind of response from them. 
  Thank you 

  Customer Answer

  Date: 10/16/2024

  The account has been credited. I want them to state in writing that there will be no more future treatments and charges. Thank you

• Initial Complaint

  Date:08/13/2024

  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.

  Company has been treating our home for just over two years. About six months ago, we began noticing issues with service. In spring, when they began their sales pitches going door to door (how they got us as customers in the first place), they came to our house and pointed out all the places our pest control company was failing us. When they handed us their card and said they could do better, it was their own company they were pointing out the missed service about. In July, we had them come out to treat wasp issues. This visit was relatively thorough and we were fine with service. When they came out for regular service in August the week of August 5, they did no follow up for wasps and in fact, left an active hive above our front door jam. Our middle school child found it when he returned home on Thursday, Aug. 8. I immediately called and tried to speak with them and was sent to an out of state customer service hub that could not answer questions or provide immediate follow-up service. For a company franchise that sells itself on being local and offering that service, this was shocking. When I finally got through to the "local" company, someone named **** was the only person I could speak to. While she tried to solve the problem, the general manager, ***********************, refused to speak to me. I asked **** to not send anyone out until I could be home as I had to pick a child up. ****** went to my home, against my request and without speaking to me after I spoke with **** on Friday, Aug. 9. He walked up to my front door, ripped the wasp's nest down and threw it on my front step in pieces--he did not remote it properly from my property. He then proceeded to pound on my door hard enough to terrify my middle schooler who was home alone in the basement on his VR headset. ****** came with the intent to intimidate and not remediate the situation. He continues to refuse to speak to me or return calls or emails. **** has offered 50% off service for work that was not completed.

  

  Business Response

  Date: 08/22/2024

  Dear ********,

  We regret to hear that your recent experience did not meet the expectations we strive to deliver. We understand how frustrating it can be when service does not go as planned, and we apologize for any feelings of frustration this situation has caused.
  
  To ensure your home is fully protected, we would like to offer a complimentary touch-up service at your earliest convenience. Please let us know a time that works best for you so we can address any remaining concerns.
  
  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  

  Business Response

  Date: 08/28/2024

  Upon returning to the office I was notified that **************** was unhappy with service as a wasp nest was missed by the front door, which is understandable. He called in to the office and spoke with our customer service manager who offered a discount to him and he declined. He demanded that I be the one to come out and fix the issue, with use of profane language. I headed towards his home which was about 30 minutes from my office and checked into the account upon arrival. **************** has a large home and as such I knocked in a way to alert the homeowner that I was there. I did not pound on the door as stated but I did knock with sufficient force to be heard. After no answer I went ahead and destroyed the nest as well as the wasps that were on it. I went around the home to ensure nothing else was missed and removed a couple of webs that were not addressed by the technician. When I returned to my truck to fill out the ticket it had already been cancelled in our system. I was not contacted by the office so I had no knowledge of **************** cancelling the service. I attempted to contact **************** twice on 8/13/24 leaving a voicemail on the first one with my contact info and actually getting a hold of him on the second. He was busy at that moment and thanked me for calling him back and explained that he would call me back the next day, which he never did. 

• Initial Complaint

  Date:08/08/2024

  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.

  A salesman came to my door to try to sell me pest solutions. I said I wasnt interested in signing a contract. He said how about a one time only, and I said yes. He led me to believe there was no contract involve. Now the company is telling me I owe them money for canceling the contract

  

  Business Response

  Date: 08/17/2024

  Hi ****,

  Thank you for reaching out to me with your concerns. I want ot apologize for any possible miscommunication during your sign-up. I checked into your account and saw we sent a "welcome to the family" text which was not responded to. Because there is no way for us to see if this was opened, I will take initiative and waive the fee on your account as an act in good faith. If there is anything else we can do for you, please don't hesitate to reach out.Best,

  Customer Answer

  Date: 08/18/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:08/06/2024

  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 July 2nd an EcoShield employee came to my house while I was at work. My wife answered who has a neurodegenerative disease causing dementia. It is obvious when speaking to her that she has cognitive issues, not understanding questions and not giving appropriate responses. She signed an agreement which I'm sure she had to be pressured into signing. She signed for automatic billing, but provided no payment method (because she doesn't have one) and told the sales person that they needed to speak to her husband before proceeding. I was never contacted and due to her dementia she failed to tell me that she signed the contract. My wife informed me yesterday that a pest control company was spraying and it was some scam (again she is very confused). She asked the employee not to return and called EcoShield to cancel. I was very confused when she showed me an email for an invoice of $528 which was for two treatments and $150 cancellation charge. While I understand my wife signed the contract, the EcoShield employee should have easily recognized her impairment and respected her request to speak to me her husband. Instead, they completely took advantage of a female with a disability and now expect us to pay $528. I tried to explain this to employees over the phone and they have no sympathy. I'm willing to pay for the service since it was provided, but I feel like we should not be penalized $150 cancellation for EcoShield's bad pressure tactics. I also believe EcoShield should provide training to their employees on dealing with people with disabilities and cognitive decline.

  

  Business Response

  Date: 08/17/2024

  Thank you for bringing this situation to our attention. We deeply value your feedback and understand the gravity of your concerns. As a gesture of goodwill, we have waived the remaining balance on your account, and there will be no further charges. Your account is now closed.

• Initial Complaint

  Date:12/31/2023

  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 Summer 2023, we had someone stop by our home that claimed he was working with our next-door neighbor. He was a salesman (*************) from EcoShield Pest Solutions. He offered a deal. He said he could treat our house for $159 per application if we signed up for a minimum of two treatments. I went ahead and said okay. Our salesman, *************, said that we could cancel any time, but we would have to do at least two applications. I agreed. ** did the first application that day. A few weeks later they tried to come out to the house to spray without first scheduling it with me. I told them I wanted to wait a little longer before we did our next application. I told them that I wanted to stop the treatments after the second application. This is where everything started getting confusing. They kept telling me I needed to do at least 4 treatments, I told them that wasnt what I was told. I called *********** ************* and he said he would get it taken care of and to just pay for the second treatment and he would cancel out my account. Probably 5-6 weeks later Ecoshield started calling me again to set up more treatments. I informed them my account was supposed to be canceled and to talk to *********** ************* and they told me he was no longer with the company. After a long phone call with Ecoshield they would not cancel my account and are still wanting to charge me an additional $150. I am exhausted trying to deal with Ecoshield.

  

  Business Response

  Date: 01/18/2024

  Hi ****,

  Thank you for reaching out to get this resolved. Can you please provide us with any communication between you and **. Do you have anything written down like a text or email? Our records show that you signed up for a ***************** plan, (copy attached). We are more than happy to get this resolved, but we would need some more information.
  

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Communication with ** was conducted over the phone.  Your company can contact him since he is no longer with your company.   I want my account closed and the $150 cancellation charge removed from my account.
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 01/25/2024

  Hi ****,

  We understand that you've mentioned interactions with a contracted representative who is no longer employed with our company. While we take customer feedback seriously, we must rely on documented evidence to support any adjustments or waivers to account balances, especially in cases where verbal agreements or claims have been made.
  To provide a resolution or consider waiving the balance related to the annual commitment discount payback, we would need concrete evidence in the form of text messages, emails, or documents that substantiate your claim. This documentation helps ensure fairness and accuracy in our assessments.
  Please feel free to provide any such supporting documents, and we will review them promptly to determine the appropriate course of action. We are committed to addressing your concerns to the best of our ability and providing a fair and equitable resolution based on the available evidence.
  

• Initial Complaint

  Date:11/22/2023

  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.

  Eco shield has high pressure sales with one person signing you up with a technician that doesnt go over a contract. The technicians IPad did not work so the contract kept going blank. Eco Shield doesnt lied about monthly payments. I was told the payments would be quarterly. We have already cancelled the contract but they are requesting more money.

  

  Business Response

  Date: 11/28/2023

  Hello,

  What is your relation to the account holder? We do not see you listed as an authorized contact on the account.

• Initial Complaint

  Date:11/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5, 2022 I was visited by someone going door to door selling an eco-friendly pest solution. After hearing his full pitch, I asked about his guarantee and what set him apart. I was told Eco Shield was a locally owned small business and he was one of the owners. I was told numerous times if I wasn't happy, they would come back and retreat. After our initial treatment on 07/06/2022 I asked them to come back out and retreat because of no improvement. They returned on 08/04 and 08/17 to retreat. At this point, I didn't cancel because I was told if I cancelled anytime within 1 year, I would have to pay a $150 early termination fee. I was shown this verbiage the day I signed the contract, but was not provided with my own copy until after I signed an agreement. I opted to continue service with the hope I would see improvement in the spring and summer of this year after multiple treatments. I saw no improvement in the number of pests I encountered during the spring and summer.Today I attempted to cancel my agreement with Eco Shield. According to the agreement I signed, my last treatment took place in May of this year (2023). After asking multiple times to have the account cancelled, I was told by the operator the agreement I signed was for 24 months and I am subject to a $150 fee. They then tried (for the 4th time) to have me continue receiving their services at a discounted rate.When I looked at the agreement (after speaking with the operator), It showed the date/fee matrix I agreed to, but below everything I signed, at the bottom of the agreement, it states the agreement is for *********************************** the date/fee matrix, nor is it printed anywhere else. Everything I signed and agreed to reflects a 12 month agreement. I believe this was intentionally omitted from my initial conversation or added after the agreement was signed.

  

  Business Response

  Date: 11/20/2023

  Hi ***********,

  Thank you for providing us with your feedback. We went ahead and waived the $150 balance as an act of goodwill towards you. There are no other charges and the account is closed.

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:

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

  Regards,

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