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:09/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman came door to door- promised 3 treatments for $189.00. I asked 3 times if the $189 was for all 3 treatments and was told “yes”. The $189 was pail by credit card. While on vacation I received a message for the 2nd service. I did not approve since we were away. We have no way of knowing is a 2nd treatment was even done. They certainly were not able to come inside the house. I Have since been harassed for an addition $189 (plus late charges). I responded with my dissatisfaction regarding what I was told and explained that the product/service has not worked. No response to email or text, so I called. Unable to make any headway because the service rep, Neil, said he had to speak to the sales rep. He said he tried to call and got not answer, left a message. I also have reached out to the rep - left messages and no response. The final straw is that I received a notice from a collection agency. I have excellent credit and I will not allow this to ruin that. If the sales rep will NOT return a call to the company they work for, something is WRONG! I refuse to pay the $189 they claim I owe and I will NOT PAY ANOTHER PENNY TO THIS COMPANY. Their customer service is horrible, not to mention the product/service does NOT WORK! Also, a supervisor has supposed to call me back for 3 days. No return call!

  

  Business Response

  Date: 09/19/2024

  Dear *****,

  We appreciate your feedback regarding the service agreement made during the summer months. The sales representatives who assist with door-to-door sales are independent contractors, primarily employed as direct sellers during the summer season. As of September, these individuals are no longer contracted with our company, which may explain the challenges in reaching them.
  
  In light of your experience and the difficulty in obtaining responses, we will close your account and waive the remaining balance of $198.45 as a gesture of goodwill. This adjustment will also include addressing any issues with your credit report, ensuring no further impact on your credit.
  
  We hope this resolves the matter and appreciate your understanding. Should you need any further assistance, feel free to reach out.

  Customer Answer

  Date: 09/23/2024

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

• Initial Complaint

  Date:09/05/2024

  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.

  This was sold to me as a one time service. Now they told me I signed a 24 month commitment. There service is horrible. I have listed my home for sale and called and tried to cancel service. They informed me I had to pay the balance of contract 18 months @ 169.00 by monthly. This was sold to me with false presence. It was never explained that this is a 24 month recurring service. Now they are embezzling from us. I am a disabled veteran and on a fixed income this is going to hurt us.

  

  Business Response

  Date: 09/13/2024

  Hello,
  
  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 were 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:08/23/2024

  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.

  The original service was scheduled on May 17, 2024, between 3 and 6. As part of the initial service, the technician was supposed to clear out all the spider webs/egg sacs and wasp nests. The technician showed up l late, and it was already dark out. Because of that a lot of was missed outside. I took pictures of the spider egg sacs and wasp nests and requested a follow-up visit. On May 29, 2024, a different technician showed up to resolve my concerns. He proceeded to tell us that he doesn't do ladders and that he left his spray at the previous location. He left and never came back. After trying to reach out to them a few more times to try to address this, I have canceled my service with EcoShield. They have been harassing me since and threatening me with collection on the outstanding balance without completing the original service. They made zero effort to address this. The wasp nests and spider webs are still there, 3 months later.

  

  Business Response

  Date: 09/02/2024

  Dear ****,

  To resolve this matter, we have waived the outstanding balance of $250 on your account. Your account has been closed, and no further action will be taken.

  Customer Answer

  Date: 09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: The keeps trying to collect the $250 balance, but they have never completed the service. Because they never finished the job, I held back the remaining balance. They refuse to respond to my queries about finishing the job. Just threatening with collections and ruining my credit. If they have no intentions of completing the job, they should not be trying to collect the balance.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 09/03/2024

  My apologies. I accept the resolution. i did not read the business response carefully.

• Initial Complaint

  Date:07/19/2024

  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.

  I have been asking them to cancel my contract and they keep pushing me off, and now are trying to charge me. I want my contract canceled and my account zeroed out. Then I no longer want to be contacted by them. I have the individuals name, number, and license number if you need that to contact them.

  

  Business Response

  Date: 07/28/2024

  Dear *******,

  This is written confirmation that your account was closed on 5/8/24. There were no services or charges.

  Customer Answer

  Date: 07/29/2024

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

• Initial Complaint

  Date:07/08/2024

  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.

  I had someone from ecosheild knock on my door. I said I was not interested but if they remove groundhogs i was interested in that service. They said they did that and i had to sign up for a subscription to get that done. The next day someone i thought was coming to put up a trap but instead he told me all these other services I needed. He was not upfront with any charges. After he left I get invoices via emal for over $3000 of services I didnt need. I called that same afternoon to cancel everything (Monday July 1st, I spoke to kay at ecosheild who assured me it was all cancelled). Tuesday morning i get emails and texts confirming the appointments i canceled. I call again (July 2nd) and get the run around saying the local office had to cancel. I get transferred to the local office who says now I am cancelled. The next day (July 3rd) I get the same texts and emails this time saying i have to call to cancel. I call them AGAIN and speak to Jester. He says the same stuff as Kay and that the local office needs to cancel and that there are notes of my cancelation request in their system. I demand he cancel and he assures me he now has cancelled but the local office also needs to cancel. I get xfered to the local office in MD again and make it crystal clear to them that I never ever want to or will do business with ecosheild and that I have had to repeatedly call. The local office assures me now I am cancelled. The next day I get the same emails and a text from them saying I have to call again to confirm cancellation and that i will be charged a cancelation fees. I CALLED THE SAME DAY THEY ORIGINALY CAME OUT to put an end to this but Ecosheild wants to play this game and try to hold customers hostage. This is a very corrupt and dishonest company who has now wasted my time and ignoring my immediate requests to stop business with them before it has started. I

  

  Business Response

  Date: 07/15/2024

  Hi *****, 
  
  Thank you for taking the time to reach out to us and explain your situation. I understand where you are coming from and the frustrations that may arise from the constant back and forth you were dealing with. I want to sincerely apologize for your experience. I have taken a look into your account and I want to reassure you that your account has completely been closed down, all billing information has been removed, and there is no outstanding balance. As of now, if there is nothing else we can do for you, your requests have been met. If there is anything else we can do for you, please don't hesitate to reach out. 
  
  Best, 

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid EcoShield for service on April 18, 2024. I handed my check#*** for $125.00 to Jonathan C****, the tech who serviced my property that day. I always pay the bill at the time of service and hand the check to the technician that has performed the service. Unfortunately this is not the first time I have received a message claiming I have not paid my bill when indeed I have. After multiple phone calls which were answered by some “processing” company in the Philapines receiving no help whatsoever I eventually received an email stating they did have a record my check being turned into the office but it was never “processed “. The want me to cancel the check ($25 fee at the bank) and issue them another one ! Their mistake (again!) and they want me to pay again and cover their incompetence. ****** ******

  

  Business Response

  Date: 07/01/2024

  Dear ******,
  
  Thank you for providing us with the opportunity to resolve this concern. We are currently reviewing our records to address the issue. Please rest assured that if applicable, you will be reimbursed for the $25 bank fee. We are committed to doing everything we can to prevent it from reaching that point.
  
  Could you please confirm whether the check shows as processed on your end?
  

  Customer Answer

  Date: 07/03/2024

  I have called my bank today and they stated that my check to  North DC Eco Shield Pest Solutions #  *** dated April 18/2024 for $ 125.00 has not been cashed yet. They recommend to avoid fraud to stop the check and they charge  a fee of $ 32.00. To solve this problem Eco Shield can credit us the fee of $ 32.00  by reissuing a new invoice for $ 93.00. We will pay the new adjusted invoice. We think this is a fair way to solve this problem . We also recommend that Eco Shield does some serious investigation within their Office to avoid lost checks from customers in the future. Thank you. ****** and ****** ******

  

  Business Response

  Date: 07/14/2024

  Dear Mr. ******,
  
  Thank you for your patience as we work to provide you with a more convenient and effortless experience. We have credited your account for $45, leaving a remaining balance of $80.
  
  If you have any further questions or need assistance, please feel free to contact us.

  Customer Answer

  Date: 07/17/2024

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

• Initial Complaint

  Date:06/18/2024

  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 was contracted by me on May 15th to capture a groundhog in my yard. They were to come daily to bait and check the trap. They have not been back since May 30th and we still have groundhogs and still have a trap of theirs in our yard. They will not come back to our home and have charged me for a service they have not completed.

  

  Business Response

  Date: 07/01/2024

  Dear BBB,
  
  We have reviewed our records and found that the customer was quoted for various services but only signed up for "Wildlife Trapping," which does not include daily visits. Attached is the Exclusion Service Agreement for your reference.
  
  We would be more than happy to have our Service Manager review the wildlife services with the customer to clarify any misunderstandings regarding daily visits to check the traps.
  
  If you have any further questions or need additional information, please feel free to contact us.

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: please attached schedule for wildlife trapping.  They were to come every business day and they did not show up.  Their trap is still currently on my property as they stopped showing up. 
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 07/08/2024

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

• Initial Complaint

  Date:06/13/2024

  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 June 11, 2024 an EcoShield sales representative came to my house and performed termite control service which was not authorized. My minor child was asked to sign to approve/authorize service. I have not authorized or initiated an annual renewal with EcoShield Pest Services. I was surprised to hear this from my daughter and elderly mother as EcoShield removed 16 termite bait stations from my home without authorization in April 2023 due to my contract termination I initiated due to poor service and shady activity of representative(s) reporting and bill of unperformed services. Please note I prepaid for termite bait stations in the amount of $1,390 and was told upon removal the baits were not my property because I terminated my contract. I have made several attempts to contact the customer service number to no avail or remedy. I was refused a manager and was told no one would come to my home in future. After the call, I received an invoice of today's service in the amount of $200. I am seeking resolution to void this invoice and refund the bait charges in 2023 in the amount of $1,390 as I believe this was fraudulent activity. I have attached documents to support my complaint. I am very concerned this company is practicing fraudulent scammers and I will notify my State Attorney General office in hopes they can ban any licensees/credentials to do business in the state of MD.

  

  Business Response

  Date: 06/25/2024

  Dear BBB,

  Please keep the complaint open as this is being reviewed by management. Nichole, we appreciate your patience as we work to resolve this concern for you.

  Customer Answer

  Date: 06/25/2024

  
  Complaint: 21835681
  
  I am rejecting this response because i have contacted Ecoshield office on multiple occasions in addition to my BBB complaint. Each occasion, the customer service representatives have failed to respond back with a supervisor as requested.  I was told that the local headquarters would contact me since this person illegally arrived at my home. I believe this is a tactic as my bank is also investigating as this occurred last June and i received the run around. Please note i cancelled my services over 2 years ago in which EcoShield removed the termite bait stations I paid for in advance as they explained this was required per Maryland state law upon cancellation. And yet they continue to force services and illegal invoices and utilize my EFT banking information that i cannot remove. This is an illegal scam that must be addressed. This company has no intentions of refund my money of unauthorized services and the bait stations that were removed from my home. 

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

  

  Business Response

  Date: 06/28/2024

  Dear Nichole,

  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience you experienced and appreciate the opportunity to address your complaint comprehensively.
  
  Upon review of your account and our service records, I would like to clarify a few points and offer a resolution.
  
  Firstly, we apologize for any confusion or distress caused by the recent service visit on June 11, 2024. It is not our policy to initiate or continue services without proper authorization. Our records indicate that the original termite install was completed in June 2022. Subsequent services were conducted in response to your requests, including additional bait stations and a spot treatment.
  
  Regarding the removal of termite bait stations, I must clarify that we did not remove any of your stations at any time. The initial installation in 2022 included bait stations that are part of the service agreement, and these remained at your property unless specifically requested for removal by you, which our records do not indicate.
  
  We acknowledge the concern regarding the service authorization by your minor child. This should not have occurred, and we will ensure our representatives adhere strictly to our authorization policies in the future.
  
  In light of your concerns and to demonstrate our commitment to resolving this matter, we have decided to waive the $200 invoice for the recent service. Additionally, we will freeze your subscription to prevent any further misunderstandings.
  
  Regarding the prepaid amount of $1,390 for the termite bait stations, since the installation was completed in June 2022 and the service period extended until June 2023, we are unable to process a refund for this amount at this time. The termite monitoring services were provided as per the terms of the agreement during the specified period.

  We hope this resolution addresses your immediate concerns. Should you require any further assistance or wish to discuss this matter in more detail, please do not hesitate to contact us directly. Your satisfaction is our priority, and we are here to assist you.
  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:06/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2024, your sales rep came to my door several times. I listened to his pitch which included that my rate would be $179 for 4 treatments. I agreed. After the second treatment I was billed a 2nd time for the $179. I call EgoSystem to tell them I was not informed that each treatment would be $179. So when I called and tried to cancel. They said I had to pay cancellation fee of $200. They said they had a contract signed. I asked for them to send me the contract and they did. They have someone else name on the contract and that person signed. Under the initials sections, they didn't even get my initials correct. All I want to do is cancel without a fee!

  

  Business Response

  Date: 06/19/2024

  Dear ********,
  
  Thank you for reaching out. Attached is a copy of the agreement that was reviewed with you at sign-up. The name at the bottom refers to your partner, who added their billing information to cover the cost. The Service Agreement remains valid. The charges are outlined in the attached agreement and were confirmed through our two-step verification text, to which you responded "yes" to indicate your understanding.
  
  For the BBB's reference, both documents are attached. In our effort to prioritize customer satisfaction, we will waive the $221 annual commitment discount payback for canceling the agreement prematurely as a gesture of goodwill. There are no further charges, and your account is now closed.
  
  If you have any further questions or need assistance, please feel free to contact us.

• Initial Complaint

  Date:06/03/2024

  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.

  Early May 2024, service was scheduled to replace bugs traps, outside vents and replace the garage doors sealing around both doors. Service was half way completed and what was poorly executed. The outside vent despite being replaced was not done correctly and it is an eye sore which I told the technician. I was the last customer that day and to my surprise the technician did not have the parts on hand to complete the work for my garage doors. Parts had to be ordered to complete the job. Then somehow my credit card on file was automatically charged for the full $2600 showing on my account that service was complete. I called the local office 3 times in less than 24h following this service and requested to talk to the manager communicating the fact that the job was poorly done and incomplete because it was missing the parts and to fix the horrible looking vent. I also let him know that they had charged my credit card for the full amount for an incomplete service. Appointment was made for the Friday that same week. Then later the appointment was cancelled without my knowledge. I was furious about this and contacted customer service twice and requested a refund of the charge. None of this happened. Then I received daily calls and emails from Eco Shield about cancelling my contract and trying to schedule one last service before the end of my contract which expired on 01 June 2024. I didn't schedule the service as no refund was made for the $2600 incomplete service. Then Friday 31 May 2024, my ECO shield account was showing a cancellation fee of $150. Now I receive email reminders to pay this cancellation fee. I am requesting for a full refund of the $2600 charge for a service that was completely unsatisfactory and a reverse charge for a cancellation fee 24h before the expiration of my contract.

  Customer Answer

  Date: 06/13/2024

  As of today 13 June 2024, the company contacted me to get my credit card information to pay for the "early" cancellation fee for the 24 months contract that they charged on my account on 31 May when the contact expired on 01 June. Of course no news on the refund for the $2600 charge on my credit card for service that was half way done poorly and never completed. 

   

  

  Business Response

  Date: 06/16/2024

  BBB,

  Please keep this complaint open as our management team is still reviewing the account and customer concern in order to provide a fair resolution.

  

  Business Response

  Date: 06/28/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely regret any inconvenience you experienced.
  
  Regarding the termite treatment, we are pleased to note that there were no issues during the initial service. However, we understand there was some difficulty with the exclusion follow-up. Despite our efforts to schedule and complete this service, we respect your decision to cancel and not allow us back on the property to finish the installation.
  
  In light of this, we agree to refund the exclusion work. The refund amount will be $1,650.00, reflecting the service not completed. However, please note that we cannot issue a refund for the termite treatment as it was successfully carried out.
  
  We are committed to resolving this matter amicably and ensuring your satisfaction. If you have any further questions or need additional assistance, please feel free to contact us directly.
  
  Thank you for your understanding.

  

  Business Response

  Date: 07/04/2024

  Dear *******,

  The refund would be processed back to the payment method used for past invoices. We have waived the $150 annual commitment discount payback for canceling the bi-monthly service agreement prematurely. 

  Customer Answer

  Date: 07/15/2024

  As of 15 July no refund has been received.