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:09/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/14/22 I attempted to cancel my contract. I thought it was cancelled but on 9/6/22 I received an email stating that services were scheduled for 9/8/22. On 9/7/22 approx.9 am I contacted their office and spoke with a John. I clearly stated I wanted to cancel my contract and he explained I would be responsible for paying back the discount of $151. I was fine with it and was told that I will be expecting an invoice for $151. At approx. 12 pm my wife and I called back because we never received anything and spoke with Quinn. Quinn stated that in her system John convinced us to give them another try and switched to a quarterly service. We clarified with Quinn that the information John noted is incorrect and we asked to cancel our contract. She said that John still had our account open on his computer and that she cannot do anything with our account while he's on it and she will let him know that we would like to cancel. A couple hours passed and I haven't heard or seen any email. My wife and I called again at approx. 6pm and spoke with a Louie. I explained to Louie that we are trying to cancel our contract. She said she is unable to do anything with our account because Quinn still has our account open on her computer. We advised that we are willing to wait on the line until someone is able to help us cancel our contract. Louie placed us on hold and told us 3 times that Quinn was still on the other line with a customer. I again insisted that we can wait all night if needed until someone can confirm that our contract is canceled. Louie wasn't sure how long Quinn was going to take so she assured me that our contract will be canceled and that we will receive a bill for $151 to repay the discount. I advised that they have permission to deduct the $151 from my card on file to cancel the contract. She confirmed and stated we will receive an invoice via email and the amount will be deducted. It is now 9/22/22 and I still have yet to see any confirmation of cancellation.

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/27) */ Hi *****, Thank you for bringing this to our attention. We want to sincerely apologize for the time you spent in getting this resolved. When you hired us, you expected us to make your life easier, not harder and it sounds like we haven't done that for you. I want to confirm with you that your account has been closed and there are no other charges. If there is anything else we can do to help, please let us know.

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a 1 year contract that ended June 2022. They came out today while I wasn't home then charged me $129. I called them when I received the receipt via email to inform them I no longer have a contract with them and they should not have come to my home and requested a refund. They refused to give me a refund. Refused to let me speak to a manager. They told me I had to call to cancel. I had a one year contract. I should not have to call to cancel. I did not confirm the service provided today 9/20/2022. They wanted to come out again in December at no charge. I refused. I want my money back they fraudulently charged my credit card because I no longer have a contract with them.

  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/22) */ Hi *******, On 9/15/22 we sent you appointment reminders over the phone and email for the 9/20/22 regular service. On 9/19/22 we called and left a voicemail as a courtesy reminder for the same appointment on 9/20/22. We never received a message or call from you to cancel the appointment. While we would love to help you out, it doesn't seem like you made an attempt to stop the service from happening. Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not have a contract with you for you to come out to my home. Do you have any records that I received a voicemail. I barely have access to my phone as I am constantly busy. You had no right to come to my home when my contract ended in June Business Response /* (4000, 9, 2022/09/30) */ Hi *******, Yes, we have records of the reminders that were sent on 9/19/22 and 9/15/22. Consumer Response /* (4200, 11, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see from the attached those 'reminders' were not received. Again regardless, your company does not have a contract and should not have come to my home and charged me when I no longer have a contract with you for services. You did not speak to or confirm with me to come to my home.

• Initial Complaint

  Date:08/29/2022

  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.

  Was talked to by a door to door solicitor today (8/29/2022) (Oren N***) for EcoShield. Signed up for a 12 month service plan, but while I was waiting for the initial service I looked up the company online and was not impressed by what I saw. I decided to not go through with the plan, and when the second rep showed up (who was not the guy I spoke with although he said he would be doing the service) I told them I decided to not go through with it and sent them away without having them perform the bug service. I then called EcoShield customer service who said I had to call the person I spoke with to cancel since it was less than 24 hours since signing up, although I can access my account online already. I then called the number on his business card but they never answered. I want to ensure that my plan is cancelled, and that I will not be charged the initial service fee since no service was provided. I do have security camera footage of the technician showing up, being talked to, and driving away.

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 7, 2022/09/02) */ Hi *****, Thank you for reaching out to outline your experience. We went ahead and closed your account. Your payment information was also removed off file. Consumer Response /* (2000, 9, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue was fully resolved.

• Initial Complaint

  Date:08/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Account Number is ****** I paid $110 and had my first service on April 26. The salesrep told that the second service is very important due to all the egg hatching and has to be done within another month and they scheduled it for May 24th. No one came for the second appointment and when I called, they said can't do it on that day and will give a new appointment within couple of days. Even after multiple followups and email they only gave an appointment on June 23rd, which is 2 months after the first. All these time we were suffering higher pest activity because of Ecoshield's fault of not doing the service on time. So I called Ecoshield and the rep agreed and cancelled the entire contract and also said I don't owe any money and asked me to reach out to Ecoshield to get my first payment refunded. Now I am getting calls/email from ecoshied saying I owe $150 cancellation charge. Please waive the Cancellation fee as it's due to Ecoshield's fault and also refund my First payment of $110. Thanks, ******

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/09/02) */ Hi ******, Thank you for outlining your experience with EcoShield. We want to apologize for the lack of follow up you experienced. We reviewed the notes on the account and found no claim of our customer service reps offering to refund the initial service. Due to the time it has taken to get this resolved, we will waive the $150 charge for canceling the agreement prematurely. There is no other balance and the account has been closed.

• Initial Complaint

  Date:08/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-11-22 salesman visited our home. I told him I was not sure about bug service yet & wanted time to discuss w my husband & decide after gathering more info. I asked for business card. Salesman said he did not have a card but I should initial the registration form to be put on a list & someone would phone me to give me additional info & schedule any service I might decide on. I believed him. He provided the "registration form" (I could not read because it was so small on his phone) to initial. I never received the promised call. On 6-29-22 someone apparently entered my property to perform the pest service. The company told me I had a $125 balance on my account. I am disappointed, feel misled, & have been disputing the balance since 7-22-22. I never agreed to start service. On 7-22-22 a call center rep tried to tell me I was unable to dispute balance; I responded I was within my rights to dispute, it hadn't even been 1 month, & in an ideal world even though I am within my rights to dispute I'd have called sooner but for the fact that I work during most companies' normal hours while also helping care for ill members of my family over past several months. 7-22-22 I sent an email to local office to make a record of my dispute. 7-29-22 I tried to call the local office; the call center told me local office was still in process of reaching out. 7-29 got another call from call center, & rep told me she was passing the matter to a local manger to remove balance for me & I'd get an update from local manager on Mon 8-1-22 or Tues 8-2-22 when local manager was back in office. To date, I have not been contacted by local manager. Instead, 8-9-22 I received a call from central office about my balance; I advised I was told local manager would contact; in response, rep said he was noting account to show I was still waiting on local office. Today I got an email stating balance is now $145; I responded reiterating the above issues. I request balance be waived & services canceled.

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 18, 2022/09/02) */ Hi ****, On 8/11/22 we sent you an email confirming that the balance was waived on your account. There are no other charges and the account has been closed.

• Initial Complaint

  Date:08/02/2022

  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.

  We spoke with a sales rep who reviewed the terms of the contract with us. We were signing a short term contract with Eco Shield, Shane S*****. He also mentioned that we could cancel anytime after the first service for just a fee of the next service. We have been trying to cancel now for several reasons and am being told that Shane lied to us and we actually are locked into a 12 month contract with a years cancellation fee. This needs to be remedied as the contract we were walked through was not the one that we were sent to sign.

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 22, 2022/09/06) */ Hi ***************, Thank you for bringing this to our attention. We want to apologize for the possible miscommunication from our team, as the cancelation fee is not a year of services, but only $150. Due to your experience the $150 was waived and your account has been closed.

• Initial Complaint

  Date:07/20/2022

  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.

  Sales guy came to our neighborhood selling door to door. Mentioned that they performed services that my current provider did not have. I told him I was under contract but would consider it after next month. He told me I could try their services without canceling my other service as a comparison and could cancel anytime. I asked him several times "so there is no penalty to try" and he said no. I called to cancel due to some serious medical issues I must pay for and they charged me $230. I'm warning my neighbors now NOT to sign up as a trial due to this $230 penalty. I actually planned on renewing once I get recover but can't do it out of the bad faith they have shown.

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 7, 2022/07/29) */ Hi ********, on 6/28/22 we gave you a welcome call that outlines the service agreement. Within the call we reviewed the charge to cancel prematurely as well.

• Initial Complaint

  Date:06/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for service on May 28 service was completed that day. The second one was scheduled 6/29 and although I was charged no one came. I have cameras and was home at they time they claim service was completed. I call that day, lady said she'd send someone else, she could see the tech hadn't showed and they'd look into it. I called back the next day to get the date of the new appointment. New rep said she didn't see anything from the first call but offered to send someone, just like the other lady did. I was a little aggregated about that, she transfered me to someone else. After talking with the next rep and expressing my dissatisfaction she said it would cost nothing to cancel but she needed to transfer me again. The last rep pushed really hard to schedule another service "free of charge" but during the course of the conversation I realized other errors were made with the note of the initial sales person "not visible" to the tech so my main concern of carpenter bees was not even known to the tech. The guy offered a discount on the next service, talked about how we're all human, errors happen but the sales person, the tech who didn't show, the rep on the 29th, both reps before him all made mistakes, were new, or were miscommunicating. That's too many mistakes from a company for me. I informed him that I wanted to cancel and wanted a refund for the service that was not performed. He advised of cancelation fee which I don't believe I should pay given the poor service but also said that they would speak to the tech before a refund could be issued. Which I took to mean that if this guy doesn't admit to his wrong doing they'll try to deny the refund.

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 11, 2022/07/14) */ Hi ********, we apologize for the experience you have had with us. Our manager went ahead and processed a refund of $129 on 7/5/22. Please allow 5-10 business days for the amount to show on your bank statement. If you have any other questions, please reach out.