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:04/07/2025

  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.

  4/7/25 Company ignores all No Solicitation messages on every house in neighborhoods they target, Repeatedly Interrupting work hours for those working from home.

  

  Business Response

  Date: 04/09/2025

  Dear *******,

  Thank you for taking the time to share your concerns.
  
  We understand how important it is to maintain a quiet and respectful environment, especially for those working from home. While our sales efforts are conducted by independent contractors, we hold them to high standards when it comes to respecting signage and privacy.
  
  If you are willing to provide your address, we would be happy to add it to our internal "Do Not Contact" list. This helps us ensure that your home is not approached by our team in the future.
  
  We appreciate your feedback and the opportunity to address this.

  Customer Answer

  Date: 04/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:  If you trained your employees to not disregard signage regarding Solicitation, You would not need a "No Contact" list to begin with. 
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 2/24/25 Services: ***************** / ****************** I was charged for two services and wasn't aware of this happening. I thought I was ONLY being charged $5614.20, to include the agreed upon service/repairs to my attic. Due to urgency of having raccoons, I was informed I could do a payment plan as agreed upon with the technician, **** However, this changed when I received a call from the office Wednesday evening, 3/12/25, asking me could my credit card be run for the 5600 balance since it was charged for 800 dollars earlier that day. I was livid and replied No, you can not. I didn't authorize for this to happen. I was supposed to be out on a plan and that's what I expect to do. The gentleman replied, okay I will let them know. A few minutes later, he called back and asked again, and I replied again, NO, I'm only doing the plan. Do not run my card. He replied, okay I will have someone call you in the morning. Yesterday, 3/13/25, I received an email from the company, a receipt showing my card was charged for ******* without my approval. I immediately called the company and wasnt able to speak to anyone. The answering system picked up. Let me add that the reason the company has my card is because they provide exterminator services and did something wrong before. SO, I told them I no longer want them to charge my card. Please send me the bills and I will resolve. As a result of this, I will have to pay late fees for my first of the month bills that are processing to come out of my account. This is unacceptable because this company doesn't honor their agreements and lie to their customers. I need all of my money refunded back to my account abd zi want to cancel my exterminator service today!!!! I don't want to do business **** a company that takes advantage of their customers. I can be reached at ************. ****** *****

  

  Business Response

  Date: 03/19/2025

  Dear Ms. ************ appreciate you reaching out and understand your frustration regarding your recent service and payment concerns. Our team has thoroughly reviewed your account, including the service details and prior communications regarding payment arrangements.
  At the time of your initial inspection, our **************** Provider discussed available financing options with you, including the use of a ******** loan. You were provided a loan request link and later requested it to be resent after experiencing phone issues. While we understand that the loan application was ultimately declined due to credit concerns, our records indicate that an agreement was made to proceed with the services based on an alternative payment arrangement, which included a direct payment plan.
  The attic insulation and exclusion services were completed per the agreed-upon scope of work. Given that the work was authorized and successfully performed, we are unable to provide a refund. However, we remain open to assisting you with an alternative payment arrangement, including exploring additional financing options.
  If you would like to discuss payment alternatives further, our team is happy to assist. Please contact our office at your earliest convenience.

  Customer Answer

  Date: 03/24/2025

  I really wish you all tell the truth and not make it seem like you all did the right thing from the start because you DID NOT!!!! 
  First of all, I wasnt under the impression that ******** was financing. 
  Secondly, the technician NEVER sent me the link before he left because he had signal issues with his phone, not mine. 
  Thirdly, yes, the one great thing out of this were the gentlemen that came to do the install. They were great! 
  Fourth, I received a call Wednesday afternoon asking could my card be run for 5600 because it was ran for 800. I replied, NO, please *** not run my card because Im supposed to be setting up payments and havent received anything yet and asked for a copy of the 800 receipt. The *** said okay and would let billing know to cal me the next day. About two minutes later, he called again and asked the samething and I said m, no, ***t do it. On Thursday evening, I received an email with the receipt for 5600 and immediately called the office and got no response. I reached out to one of the techs and asked if he had the Business Techs number and was informed by his supervisor that I had to wait until the morning.  Friday morning I remembered the Business Tech texted me prior to his arrival and reached out to him to make him aware of what happened. At that point, he apologized several times for NOT sending me the link due to having signal issues with his phone carrier ******** A call was made to the office and a person by the name of CC got on the line and said my funds would be returned only after I filled out the app, which shouldnt have gone that way, since I never got what was due me in the beginning. 
  After finally being able to complete the application, is when I realized that it was for financing and was declined. Once I conveyed this to the Business Tech he then asked me to get my father to do it so they can return my money and I told him you ***t get to tell me to ask my father. You all have taken my choice away and had I was given this from the beginning I wouldve asked my parents complete it due to the money and dominating Ive had to do since buying this house to correct things from the prior owners. 
  So, in closing if youre going to tell the story, please tell it right because you all want to lie and cover your MISTAKES!!!!!

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service 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 acquired service form Echoshield from James R********** approximately 2 years ago(March 2022) His phone number is ************ and works at their Annapolis Junction, MD office. I signed a two year agreement. Their service is terrible, and they have even shown up high on weed. After 18 months I requested to cancel my service and it was granted to cancel after 1 final service in which they gave me a discount for trying to keep me as a customer. I spoke to their customer service rep about the cancellation in SEP 2024. I have included the email screenshot confirming the cancellation. Now, they have called me from ************ multiple times telling me they will be here at my house Jan 6th to perform another service. They have emailed an texted me almost ten time total to get me to call them. (Text screenshots included here). I want them to stop calling and texting me and harassing me to use their service and to to to get me to cancel yet again. I also included a screenshot of them confirming the cancellation of my service in SEP 2024.

  

  Business Response

  Date: 01/07/2025

  Hi ****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for the runaround you have experienced. I don't see in those screenshots where they confirmed any type of cancellation, but I will move forward with closing your account and I'll even do you one better by waiving the fee to close your account that way there is no further conflicts! I hope you are able to find a company that better suits your needs. If there is anything else I can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 01/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate their response but want point out in the last screenshot it states”September 30, 2024 to COMPLETE your agreement”. This was the resolution that the company and I came to an agreement on in September and I paid the $145. 
  

  to reiterate, I am good with the response and I do appreciate finalizing this. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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.

  They extended my contract with informing me. I tried to cancel service because they are terrible to deal with and found out my contract was not up when it should have been

  

  Business Response

  Date: 12/18/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We take customer concerns very seriously and are committed to addressing them thoroughly.
  To ensure we have sufficient time to investigate the details and provide a comprehensive resolution, we kindly request a 7-day extension to respond to this complaint. We appreciate your understanding and cooperation in allowing us to keep the complaint open during this period.
  

  

  Business Response

  Date: 12/26/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns. We take your feedback seriously and want to ensure clarity regarding your account and services.
  Our records indicate that we did not receive a request to cancel your account until after the service was completed. Prior to the service, appointment reminders were sent several days in advance to the contact information on file. During that time, we did not receive any communication requesting to cancel or reschedule the appointment. Please don’t hesitate to contact us if you have further questions or need assistance. We value your feedback and would like to ensure your concerns are addressed.

  Customer Answer

  Date: 01/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  There seems to be a misunderstanding. I want to cancel my subscription so I do not need to pay for my next service
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/09/2025

  Dear *****,

  This is written confirmation that your account has been closed.

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:11/14/2024

  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.

  Ecosheild North DC office is in breach of contract with me having not completed several services to include inside treatment for pests and pest abatement services on the exterior. Their poor communications and outright miscommunication with me by their service manager, phone center, automated texted and automated emails has led to confusion and mismanagement from their lead team. Now as a result of their mismanagement of the situation my bill has been sent to collections for $1250 with 3 business day notice. I do not feel I owe this money as they did not complete the services to my satisfaction.

  Customer Answer

  Date: 11/15/2024

  7/29 initial visit, service completed both inside and outside home.  Charged 150 on 7/29, paid same day, automatic payment established.  
  8/5 exclusion service, service not completed on day several items outstanding- garage door, ac pipes from attic, debris and garbage left around house. Charged and paid - automated payment 1250 work not completed.  Called them to come back out and ask to have money refunded until complete. This did not happen so filed with credit card company for dispute of charge.  Was refunded 1250 from cc company. 
  9/27 quarterly service, outside service completed, inside service never completed.  Charged 169, paid 169 on 10/4 has had turned off automatic payment.  
  10/18 a manager and tech came out after three other visits to fix the garage door and actually treat the inside of the house for mice. Promising every two week visits until mice were gone. 
  10/31 received a message from ECosheild about the cc charge back and that if I did not call them they would process this to collections.  
  11/1 texted with manager at EcoShield about collection note and he said he would take care of it

  11/6 received letter from collections agency.  Texted manager about it and he said he would take care of it. 
  Two weeks had passed and a tech did not visit to take care of the mice- again a lack of service. 
  11/13 received a cancellation notice and charge of 200 for cancellation 

  currently they say I owe 1450.  I think I owe 1450-200-169-625=456.  They never completed the service I paid for (169), they canceled me and did not live up to their customer guarantee (200), they only satisfied half of the abatement (625).  

  

  Business Response

  Date: 11/26/2024

  Hi *****, 
  
  Thank you for bringing this to my attention. I have forwarded this complaint to the branch and regional manager to get this handled as [promptly as possible. Please let me know if there is anything else I can do. 
  
  Best, 

  Customer Answer

  Date: 11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have just forwarded the complaint and have not actually taken steps toward resolution.  Awaiting an actual respond to the complaint.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/26/2024

  Hi there, 
  
  Thank you. 
  
  Please let me know if you don't hear from anyone by end of day today so I can escalate it again. 
  
  Thank you 

  

  Business Response

  Date: 12/01/2024

  Dear BBB and Mr. ******,
  
  We appreciate your patience as we continue to review this matter thoroughly. Please rest assured that management is actively addressing your concerns to provide a resolution that reflects our commitment to customer satisfaction.
  
  We kindly request that the BBB keeps this complaint open to allow sufficient time for a comprehensive review and response. Our goal is to ensure all aspects of your concern are appropriately addressed.
  
  Thank you for bringing this to our attention, and we will follow up with you promptly as our review progresses.

  Customer Answer

  Date: 12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not want the complaint closed until it is dealt with.  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/08/2024

  The complaint should still be open as they have requested it to stay open and it is not resolved.  They have done nothing to resolve it.  They are playing a game of answer the question and hope I forget or do not answer in time and it auto closes.  Please keep it open to keep pressure on the company to actually answer the complaint and resolve the situation.  

  Customer Answer

  Date: 12/08/2024

  Please keep the complaint open as they have not provided a satisfactory response.  They have played your game well with non-answers to trigger a response and force me to reject it.  Your algorithm has allowed them to get away with it.  If I forget or miss a deadline it auto closes and they get away with their game.  This is a company you should definitely downgrade as they just play games, like they did with my service.  

  Customer Answer

  Date: 01/06/2025

  This complaint should not be closed as EcoSheild has done nothing to resolve the complaint.  Please reopen complaint and please keep active until we actually get resolution, not just an answer from EcoSheild asking if I have been contacted.  They are playing a game with your process.   

  

  Business Response

  Date: 01/19/2025

  Dear *****,

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to address issues in a manner that ensures clarity and satisfaction.
  Our records indicate that we have made multiple efforts to address your concerns, including providing services by a lead technician and offering additional follow up services. While our service guarantee ensures complimentary touch-ups for covered pests between scheduled visits, these require access to the property. Unfortunately, recent attempts to perform additional services were declined. We respect your decision to restrict access but must note that the effectiveness of our services is directly tied to consistent treatments and collaboration.
  Regarding communication, our automated systems are designed to keep customers informed. However, I understand how these notifications may have been perceived as confusing, and I apologize for any frustration this has caused. We are continuously working to improve this process and are happy to review any specifics to provide better clarity moving forward.
  We remain committed to resolving this matter. Should you decide to revisit options for resolution, including scheduling additional services, please do not hesitate to contact us.

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: it is not really a response.  From my perspective, I have not been contacted by them except through BBB since I filed the complaint.  They haven’t tried to resolve the issue.  They have just pushed for payment for services not rendered.  I have taken a step forward and paid what I feel I owe, $456.   As far as I am concerned I am through with them and they can go do their poor practices elsewhere.  I am not closing the complaint until I see notice of the agreement on payment as they readily accepted my payment now considered payment in full.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 1, 2024, my bank informed me that an online purchase was made by EcoShield for $200.00. I immediately contacted EcoShield to inquire about the debit to my account. They stated it was an Exclusion Annual Renewal Service performed on 11/1/2024. I had no idea what an annual exclusion service EcoShield provided. Their customer service rep stated a technician arrived on my property at 3:45pm - 3:46pm. So basically, it cost me $200.00 for 2 minutes. My complaint - I never received a phone call, text or email to give me the opportunity to say I accept or decline this annual service. They stated (11/1/2024) my contract yearly contract expired 10/31/2024. EcoShield took it upon themselves to arrive to my home without my knowledge to perform a service not authorized. I'm requesting a FULL REFUND and that my name, address and phone number be PURGED from their files IMMEDIATELY. EcoShield in the past always sent me text and emails with appointments and schedule services. The back door slick tactic doesn't sit well with me and I'm truly disappointed in their deceptive and fraudulent practices.

  

  Business Response

  Date: 11/06/2024

  Hi *****, 
  
  Thank you for reaching out about this. I want to sincerely apologize for any miscommunication during this. I understand this can be frustrating. I have sent in a refund request to my billing department and I should get an answer within the business day if it is accepted or declined. I will update you personally once I get an answer. If there is anything else I can do in the meantime, please don't hesitate to reach me. 
  
  Best, 

  Customer Answer

  Date: 11/12/2024

  Dear BBB,

  EcoShield response to my complaint is satisfactory with refunding my funds and removing my personal information from their business.  Thank you and your BBB team for being the mediator during this complaint with EcoShield and myself.   

• Initial Complaint

  Date:10/30/2024

  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.

  After Ecoshield came to my front door to ask for business I decided to give them a chance. They said they were working with neighbors of ours and would give me a chance to try their services out without a cancellation fee. I decided to give it a full year which cost me over $1,000. I was not happy with their services (still had the same bug issues, no personal connection with said salesman which he had acted like) and found a different company that provided better care. Despite calling the company and spending over an hour on the phone to try and cancel my services with decieptful individuals trying to get every penny more out of me and forcing me to continue with services they said I had successfully canceled but would be charging me more money. NOW, I am being hounded by them via email, text, mail, phone asking for money I do not owe them. I am absolutely disgusted with this company and their practices and want to share this as a warning for others.

  

  Business Response

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/03/2024

  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.

  On August 30 EcoShield charged me for a Service that was not performed. Also when I was presented with the Service pitch, I was told I would only be paying every 3 months. I have been charged 2 times in August and have only been serviced one time. The second service was not performed , but I was charged $189.00 without my knowledge. You cannot access my property without being let into it by myself or my daughter so I know the service was not performed. Also, they are now trying to charge me an $150.00 cancelation fee after I have told them what happend pretty much calling me a lier. I want my money back!

  

  Business Response

  Date: 10/03/2024

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during sign-up. For situations like these where information can be quickly run 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 which include two in the first 30-days, 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 on 7/31. 
  
  Next, the two services you were charged for was your initial appointment on 7/31 and then your egg cycle which took place on 8/29. Those are both billable cycles which was explained in the welcome to the family text. Given the circumstances, I am able to waive the fee for the cancellation portion, but I cannot refund/waive services charges due to product usage. If there is anything else I can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They did not provide a second service or use any product on my property on said service day. It was not possible for them to service my property, therefore I expect a refund for the charge of $189.00 . 

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

• Initial Complaint

  Date:09/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/25 A quarterly pest service was scheduled with Ecoshield. I contacted the company days prior via text, email, and also phone call to establish the only service needed for this quarter was mosquitoes. Spraying for all other pests was not necessary and we had severe issues with mosquitoes. They arrived to the house did not complete the service as requested. I then received an email receipt of service though it was not completed as requested and my credit card was charged. I called the company, requested for a proper quarterly spraying. After several attempts to schedule, the company failed to show. I declined the charge on my credit card. I received an email saying they are recharging my card. Further contact with the company lead to another attempt to have them do the service I have paid for. Again, on 09/26 the company didn’t show for their appointment. I have sent pictures to the “local manager” on two separate occasions of all communication over the last 6 months of dealing with this. I still don’t have a service or refund. I have threatened legal action but have got nowhere. Please help!

  

  Business Response

  Date: 10/03/2024

  Hi *****, 
  
  Thank you for taking your time to reach out to us with your concerns. I have taken a look into the account and notated all concerns within your account. What I can offer to do for you is waive the fee from your 10/01 appointment that was just rendered in the same amount for the service charge from June. That way you are still getting your appointment for what you paid for in June that was not complete, and you don't have to pay again. I'll do that now and email you an invoice showing you have no balance left. If there is anything else I can do for you, please let me know. 
  
  Best, 

• Initial Complaint

  Date:09/09/2024

  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.

  Approx March 2024, this company was giving door to door pest control services. I had what I thought was a hornet hive under the trim in the outside of the rear of my home. A technician confirmed that the insects were hornets and with a partner sprayed the area on the same day stating that the insecticide would kill and continue to kill the hornets over the next couple of days. They would come back in several days to re-apply the insecticide. I saw 2 dead insects which were not hornets over the next 4-5 days. The hive however continued to flourish. I made several calls to the company complaining that the insecticide did not work. Come to find out that the insects were not hornets but were protected “Honey Bees”. I paid $300 for the service on the day of the spraying. I called and complained stating that a protected species of Bees had been sprayed and I immediately cancelled the contract asking for the return of my $300. I was told that I would not receive a refund and that I would be charged a cancellation fee and that the company would come to continue the application of the insecticide. I again informed the company that the insects had been identified as “Honey Bees” and that they were a protected species and that I was reporting the company to the environmental protection agency. I am being threatened with a third party collection agency if I don’t pay the $200 cancellation fee.

  

  Business Response

  Date: 09/26/2024

  Dear ****,

  We take matters like this seriously and appreciate you bringing it to our attention. Your concerns regarding the identification and treatment of the insects at your home will be thoroughly reviewed. We have procedures in place to ensure our services comply with environmental regulations and will take appropriate steps based on the findings of the review.
  
  In the meantime, we want to clarify that the $200 referenced is an annual commitment discount payback. This is associated with the initial service discount provided under the understanding that services would be completed over the agreed term.
  
  We will be in touch once we have completed a full review of the situation.

  Customer Answer

  Date: 09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:The company falsified documents claiming that the insects were identified by their personal as hornets.  The insects were actually honey bees which are currently a protected species.  The initial technician agreed that the insects were not hornets but insisted on sending another technician to complete the job.  I also initially before finding out that the insects were honey bees told the technician that the insecticide was not killing the bees as it was stated to me would do.  I paid $300 for the service which I am requesting to be returned to me.  Now I have been referred to a third party collection agency ***** that is requiring a cancellation fee of $200.  I canceled the contract because the company misrepresented itself as a Pest insecticide company.  In several hours I found a total of 2 dead bees on my deck.  The technician that spray claimed to have video footage of hundreds of bees dying or dead that he was supposed to send me which he never did.  I called several times to complain and ultimately canceled the contract when I found out that I had a nest of honey bees being spray and not hornets as I was told by the company,
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/11/2024

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

  Customer Answer

  Date: 10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: this company willfully sent its people to our neighborhood posing as pest elimination technicians.  They had no experience identifying and eliminating insects.  These people were not certified as pest control technicians and could not even tell the difference between a hornet and a honey bee (I had honey bees imbedded in the walls of my house.  The so called insecticide that they used did not kill any of the bees which by the way were a protected species. I found 2 dead bees on my deck. They fraudulently charged me $300 and are now charging me a $200 cancellation fee because I canceled the contract when I found out what they were doing.  I am asking for my $300 to be returned to me.  I will continue to document this information and continue my complaint with the BBB so that all consumers are aware of the practices of this company 
  
  Sincerely,
  
  **** ******